Seminarios de Inglés de Negocios 2018 · [email protected] 915 314 960 BUSINESS EMAIL WRITING...

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Seminarios de Inglés de Negocios 2018

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About the trainers… Native speakers. Qualified teachers.

Experience tutors.

About the course… 3 hours training. Business focus. 6 – 8 trainees

per seminar.

How to book? Please contact us at

[email protected] 915 314 960 www.langsols.es

BUSINESS AND THE ENVIRONMENT

Business and the environment is a Business English course designed to learn and practice the

vocabulary and other language tools related to the impact of the business sector in the

environment, what companies do or can do to reduce that impact or give back what is taken

from nature. It’s a fact that nowadays, most companies are either self-conscious or even

regulated by their governments and everyday there’s an increasing need to discuss these topics

internationally.

Language skills like speaking, listening and reading are practiced in this course, taking the

student through a range of resources and grammar structures that can help to express their

ideas more accurately.

Unit 1. Business and the environment a. The role of business in environmental affairs

b. Environmental commitment

c. Vocabulary development

Unit 2. Language focus a. Expressing contrast

b. The passive

c. Convincing sponsors

Unit 3. The new environment a. The pollution of natural resources

b. New energy sources

c. The future of energy


Experience tutors.


per seminar.



BUSINESS EMAIL WRITING

Participants who complete this course will effectively determine when it is appropriate to

use email, be aware of the limitations of working remotely, and write with appropriate

style in internal and external email. They will learn how to write shorter and clearer

emails, as well as to be able to structure emails effectively and develop further

awareness of appropriate tone.

Unit 1. Appropriacy

a. Email as a communication tool

b. The email planning process

c. Awareness of style

d. Dealing with angry / aggressive emails

e. Dos and Don’ts

Unit 2. Precision

a. Good practice vs. Bad practice

b. Subject line & Key phrases

c. Opening and Closing

d. Be concise and Direct

e. Bullet points

About the trainers… Native speakers.

Qualified teachers.

Experience tutors.

A out the ourse… 3 hours training.

Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

BUSINESS ETHICS

A company's ethics will have an influence on all levels of business. It will influence all who

interact with the company including customers, employees, suppliers, competitors, etc. All of

these groups will have an effect on the way a company's ethics are developed. It is a two-way

street, the influence goes both ways, which makes understanding ethics a very important part

of doing business today. Ethics is very important, as news can now spread faster and farther

than ever before.

Defining and understanding ethics.

Creating strategies to implement ethics at work.

Business responsibility.

Making ethical decisions and leading with integrity.


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

COMMUNICATION STRATEGIES

For the better part of every day, we are communicating to and with others.

Whether it’s the spee h you deliver i the oardroo , the level of atte tio you give your spouse when they are talking to you, or the look that you give

to the cat, it all means something. This workshop will help participants

understand the different methods of communication and how to make the

most of each of them.

Establish common ground.

Identify barriers.

Non-verbal and paraverbal communication.

Listen actively.


Experience tutors.

About the course… 3 hours training. Business focus. 6 – 8 trainees.



CULTURAL AWARENESS

Participants will go through an overview of the general definition and importance of Cultural Awareness

for the business world.

They will study some insights into business etiquette in different countries and how to tackle possible

situations that may arise. Also, a glance into business appropriateness in meetings, business phone calls

or business meals will be taken.

Unit 1. Culture and cultural awareness a. What is cultural awareness? b. Business culture in your country c. Training staff to be sent abroad d. Role-play: intercultural meeting

Unit 2. Countries a. Abu Dhabi b. South America c. China d. The United States e. Role-play: international networking

Unit 3. Faux Pas a. Faux pas in Spain and other countries b. Business manners c. Idioms d. Culture shock

Unit 4. Business etiquette a. What is business etiquette? b. Meeting people c. Telephone etiquette d. Role-play business meals


Experience tutors.


per seminar.



––

DEALING WITH CLIENTS

Dealing with Clients is a workshop designed for the students whose jobs require some

interaction in English with clients, providers or simply colleagues from other countries. The way

people deal with customers in a country is different from the etiquette used in a globalized

world, where we need to understand how things work in an international business context.

These techniques will help the participants to learn how to avoid awkward situations and reach

effectiveness in their communication process. Therefore, solving problems on the phone and

even face-to-face situations will be seen from a different perspective and some suggestions for a

different approach will be given.

Unit 1. Customer service a. Customer service

b. Dealing with customers and customer service problems

c. Reassuring and sympathizing

Unit 2. Dealing with customers on the phone a. General telephoning

b. The ‘customer care’ phone call

c. What the customers really hear

Unit 3. Dealing with problems and complaints a. Complaint strategies and policies

b. The letter of apology

c. Opinions about complaints and apologies


Experience tutors.


per seminar.



EFFECTIVE PRESENTATIONS AND DEBATES

Effective Presentations and Debates is a workshop that is meant to go over the main expressions and

techniques of presentations and debates, a practical approach to a real-life work situation guided by an

English teacher. The student will learn the best ways of presenting and debating as well as expressing

the most common and useful language encountered when presenting: the structure, body language, the

correct use of visuals and face a questions-and-answers session.

The usefulness of this seminar lies in the necessity of the Business English student to perform effective

presentations in English as well as a most professional way of debating.

Unit 1. Preparation The students will be given a Power Point slide and text to prepare in class. They

will be allocated a partner to work with. They should also prepare the debate

questions to be used afterwards.

Unit 2. Effective Presentation Techniques The teacher will go over the following points:

a. Structure: opening, structuring and organizational details b. Body language c. Visuals d. Conclusions and Q&A sessions e. Phrases to express opinion, agreement and disagreement.

Unit 3. Presentations & Debates Every team will have 5 minutes to present their topic. There will be a Q&A

session and the end.

There will be a debate between the two teams that should be for and against the topic. The teacher becomes a ‘Moderator’.

Unit 4. Feedback Teacher and students analyze the presentations and prepare a feedback form

to discuss.


Experience tutors.




EFFECTIVE NEGOTIATIONS

Effective Negotiations is a 3-hour workshop with input, practice and feedback where students are introduced to

the basic techniques of negotiation. Participants will learn to understand the processes involved in negotiation

and use a range of specific business expressions to sound more professional. The course is divided into two parts,

five hours each and it goes from the most general to the most specific. The first part consists of a general

perspective, taking the student through the different types of negotiations and negotiators and the process of

negotiating. Whilst the second part, goes in depth through the linguistic approach to greater effectiveness and

professionalism when negotiating in English.

Unit 1. Conflict and Negotiation. Relationship between conflict and negotiation

Types of negotiations

Negotiating tips

Unit 2. What makes a successful negotiator?

Types of negotiators

Types of questions

Negotiating role-play

Unit 3. The negotiation process

Preparation

Opening position

Bargaining

Movement and closing

Unit 4. Key skills in negotiation

Signaling

Checking understanding

Summarizing

Further skills


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

EFFECTIVE TEAMWORK

For ost of us, tea ork is a part of e eryday life. Whether it’s at ho e, i the community, or at work, we are often expected to be a functional part of a

performing team. This workshop will encourage participants to explore the

different aspects of a team, as well as ways that they can become a top-notch

team performer.

Identify the main obstacles to effective team working.

The nature of the team formation process.

The critical components required for a high performance team.

Use these components to build a team that works effectively as a unit

where synergy is evident.

The benefits of developing and maintaining effective team working.


Experience tutors.




Upstream, downstream and safety are some of the terms most commonly used in energy and oil industry

companies. That’s why this course was designed to cover basic and complex vocabulary, as well as the most

common expressions used in this field. The participants will go through very important contents such as oil plants

parts, measuring devices, parts of the body and its injuries. Also, discussions on the effect of the energy industry

on the environment will be elicited so as to boost the speaking skills necessary for workers of this industry.

Unit 1. Introduction to the Energy Business a. Fuels and Energy Sources b. Types of power plants c. Supplying the customer d. Profile of an energy company e. Regulations of the energy market

Unit 2. The Basics a. Introducing key terms from the oil industry b. Describing objects, equipment and jobs in the oil industry c. Asking for clarification d. Talking about shapes and sizes. Describing things e. Calculating and measuring

Unit 3. Safety a. Identifying parts of the body b. Identifying different types of injury c. Identifying and explaining the use of personal protective equipment d. Identifying safety signs and hazards e. Reporting incidents using appropriate language

ENGLISH FOR THE ENERGY AND OIL INDUSTRY


Experience tutors.




ENGLISH FOR HOTEL SERVICES ASSISTANTS

English for hotel services assistants is a 4-hour workshop based on the various language

and business resources that help the students to communicate when facing specific

situations or circumstances in a hotel environment, such as greetings, dealing with

requests or giving directions.

Participants will improve both fluency and accuracy when speaking with guests as well as

boost their confidence and professionalism.

Unit 1. The hotel bedroom a. Greeting Guests and Giving Compliments

b. Offering Help

c. Dealing with Requests

d. Bedroom & bathroom objects

Unit 2. Facilities – Enjoy your stay! a. Hotel Facilities

b. Hotel Vocabulary

c. Giving directions inside and outside the hotel

Unit 3. Room services a. Taking orders

b. Checking orders

c. Availability & non-availability of different services

Unit 4. Is there anything I can do? a. Handling problems and complaints

b. Offering solutions

c. Directing guests to Reception


Experience tutors.




Participants will learn the most common vocabulary and skills to deal with everyday situations in an office, like

receiving visitors, make reservations, deal with office supply and equipment, make an order, or tell the

difference between tasks and skills. Very useful practice on the English they need to apply in a work

environment.

Unit 1. People at work

a. Organogram. b. Description of companies. c. Asking about someone’s job.

Unit 2. Visits a. Welcome. b. Making introductions. c. Starting a conversation.

Unit 3. On the phone a. Making and taking calls. b. Saying and understanding telephone

numbers. Spelling. c. Telephone expressions. d. Leaving voice mail.

Unit 4. Letters and e-mails a. Taking a written message. b. Formal letters. c. Internal correspondence. d. Electronic correspondence.

Unit 5. Bookings a. Arranging meetings and appointments. b. Making a reservation for a business

trip: flights, hotels, other means of transport.

c. Making a restaurant reservation.

Unit 6. Placing an order of office supply

a. Office equipment b. Stationary c. Dealing with complaints.

Unit 7. Office duties

a. Difference between skills, tasks and duties.

b. Describing people. c. Job Interviews. d. Cultural awareness.

Unit 8. Working with computers

a. Computer terminology. b. New technologies.

a. The internet.

ENGLISH FOR OFFICE WORK


Experience tutors.




ENGLISH FOR REPORT WRITING

English for report writing is a 3-hour workshop based on the various language

and business resources that help the students boost their writing skills and

incorporate them in their daily work. Participants will learn to write well-

structured and accurate reports that meet their company needs.

Unit 1. Business documents

a. Identifying business various business

documents

b. Visuals in written communication

c. Differentiating reports from letters and emails

Unit 2. Report types

a. General and business reports

b. Factual reports or executive summaries

c. Proposals, memos and reviews

Unit 3. Preparation before writing

a. Purpose, readers and main message

b. Primary research

c. Work plan and tentative outline

Unit 4. Formal and informal reports

a. Differences between formal and informal style

Unit 5. The language of reports

a. Coherence and transition words

b. Expressing purpose, reason and result

c. Useful language for different types of reports

Unit 6. Proofreading and editing a report

a. Punctuation

b. Proofreading reports. Practice


Experience tutors.


per seminar.



FINANCIAL ENGLISH

Participants of this course will develop the skills needed to deal with financial situations

in English. They will go through the typical vocabulary and expressions used,

technological systems used, assess company performance and language related to

auditing. Good practice of figures and numbers will be done.

Unit 1. The financial environment

a. Changes in International accounting standards and other financial institutions

b. Chartered accountancy c. Figures d. Statements of financial accounting concepts

Unit 2. Accounting systems a. Accounting software b. Accounting qualifications c. Accounting interviews

Unit 3. Company performance a. Financial statements b. Company reporting c. Accounts receivable d. Investments and the balance sheet


Qualified teachers.

Experience tutors.

About the course… 3 hours training.

Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

GET THINGS DONE

Everyone has goals. Achieving personal and professional goals, however,

requires planning and action. Learning how to manage time and set

realistic goals will increase your chance of success in every area of your

life. Following the advice in this course will help increase your productivity

and help you achieve your dreams.

Talking about urgency.

Persuade people to do things.

Get things done on time.


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

GETTING IT RIGHT IN WRITTEN AND SPOKEN ENGLISH

A asi ourse to raise parti ipants’ awareness of language appropriate to a variety of situations. To assist them in ascertaining the degrees of formality

of both written and spoken communication and to enable to be more

confident about their own language skills.

Analysis of type and formality.

Traits of spoken versus written language

Make the right choices which are appropriate and sensitive to the target

audience – both written and spoken.


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

HR RECRUITMENT SELECTION

Effective recruitment and selection practices drive all successful organizations.

In this module you will learn key recruitment and selection skills that you can

adopt in your organization to deliver endless results.

The importance of recruitment to the organization

The outcomes of the Selection-Decision to the organization

The main biases that can occur during the selection process

Implement an effective Recruitment Process

Discuss applications of psychometric testing within the recruitment

process

Effectively measure the recruitment process


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

IDIOMS USED IN BUSINESS ENGLISH

This workshop ai s to i crease the participa t’s aware ess and understanding of idiomatic language used within the

working environment.

Idioms and metaphors

Communicating in the workplace

Transforming formal language into an idiomatic form


Experience tutors.

About the course… 3 hours training. Business focus. 6 – 8 trainees .



IMPROVING SPEAKING FLUENCY

This course teaches participants to learn how to improve their oral fluency skills, and provides

many opportunities to practice these skills during the course.

Participants who complete this course will be able to learn key skills needed for the

development of speaking fluency, gain increased confidence with speaking in many situations,

learn a variety of techniques used to improve speaking fluency and learn to utilize individual

techniques that can be practiced outside of the classroom for the development and

maintenance of greater speaking fluency.

Unit 1: Key skills to improving speaking fluency

An overall look at oral fluency Specific areas to develop in the area of fluent speaking The relationship between fluency and accuracy

Unit 2: Five ways to improve speaking fluency

Improving speaking confidence Learning to express yourself when you lack the vocabulary Using language chunks Speaking clearly and concisely Reducing speech disfluencies

Unit 3: Specific activities to improve specific fluency

Retelling a story "The World's Greatest" activity 3/2 Technique Shadowing

Unit 4: Listening practice Speaking global English. English in the world Different accents in English


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

INTERPERSONAL SKILLS

We’ e all et that dy a ic, charis atic perso that just has a ay ith others, and has a way of being remembered. This workshop will help

participants work towards being that unforgettable person by providing

communication skills, negotiation techniques, tips on making an impact, and

advice on networking and starting conversations.

Hearing and listening.

Improving non-verbal skills.

Understanding emotions.

Making an impact.


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

INTERVIEWING SKILLS

Effective recruitment and selection practices drive all successful

organizations. In this module you will learn key recruitment and selection

skills that you can adopt in your organization to deliver endless results.

Understand the importance of the interview to the organization

Identify the main types of interviews that are employed within the

organization

Detail and be able to implement an effective Interview Process

Understand the importance and different types of questioning and

listening skills

Identify and be able to avoid biases in interviewing

Implement four main types of interviews


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

LEADERSHIP

Effective leadership drives all successful organizations. In this module you will

learn key facilitation skills that you can adopt in your organization to deliver

endless results.

When you have completed this module you will be able to define the key

concepts associated with leadership

The main obstacles to effective leadership in the organization

The nature of leadership – both formal and lateral

A range of leadership skills

Techniques to improve the quality of leadership

The benefits of having effective leadership in the organization


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

MANAGING CONFLICT

Wherever two or more people come together, there is the possibility of

conflict. This course will give participants a six-step process that they can use

to modify and resolve conflicts of any size.

Understand the relationship between conflict and the organization

Identify sources and types of organizational conflict

Appreciate different perspectives on conflict within the organization

Employ various conflict handling strategies and styles

Identify conflict outcomes to the organization


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

MANAGING WORKPLACE ANXIETY

It is normal to have some fear or feel out of place at work sometimes, but

when the anxiety begins to control you and keep you from performing your

normal activities it becomes a serious problem. For many workers that suffer

from some sort of workplace anxiety, their productivity decreases and they

fail to contribute to the job, which can make them more anxious. While there

are many forms of workplace anxiety, we can all learn to overcome them by

identifying the key problem and finding a way to manage them, before they

manage you.

Different types of workplace anxieties

How to recognize symptoms and warning signs

Determine ways of coping and managing problems

Recognize common trigger and accelerants


Experience tutors.

About the course… 3 hours training. Business focus. 6 – 8 trainees .



MANAGING UP. ADDRESSING SENIORS

Addressing Seniors is a workshop that guides the students through the best vocabulary

and phrases in the Business English environment to find the most appropriate way to

speak to their managers. Thus, the contents focus on important skills like assertiveness

and effective communication.

The importance of this workshop lies in the fact that the way of communicating with

seniors tend to be more formal and tactful than when talking to peers. At the end of the

course, the students will be able to deal with appraisals and appraisees, express their real

opinion in an assertive way, or know techniques to ask for help from your boss.

Unit 1. An appraisal

a. The appraisee and the appraiser

Unit 2. Voicing your opinion

a. Use more tentative and diplomatic language

Unit 3. Managing upwards

a. Ways to manage upwards

Unit 4. Getting time with your line manager

a. Influencing your line manager

b. Seeking or offering clarity

c. Further justification

d. Request for advice or feedback


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

MEETING MANAGEMENT

This training course is designed to give you the basic tools you need to

initiate and manage your meetings. You will learn planning and leading

techniques that will give you the confidence to run a meeting that will

engage your attendees and leave a positive and lasting impression. This is

a hands-on workshop and your participation will help make it a valuable

experience. Use this time to begin the process of developing your skills

along with other participants who share the same desire to improve their

meeting management skills.

Planning and Preparing

How to create the agenda

How to deal with disruptions

How to take minutes


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

PROJECT MANAGEMENT

In the past few decades, organizations have discovered something incredible:

principles that have been used to create enormous successes in large projects

can be applied to projects of any size to create amazing success. As a result,

many employees are expected to understand project management techniques

and how to apply them to projects of any size. This workshop will give

participants an overview of the entire project management process, as well as

key project management tools that they can use every day.

The main obstacles to effective project management and their

consequences.

The nature of the project management process.

A range of tools and techniques for project management.

Using techniques to build an effective project management process.

The benefits of having a systematic approach to managing projects in the

organization.


Experience tutors.




SPEAKING OF TECHNOLOGY

This course teaches participants to learn how to explain procedures, give and understand

instructions related to technology and working virtually. Nowadays it’s essential that

people at work know how to transmit information and work with it in English, as well as

sounding confident and clear; this workshop offers the tools to boost these skills through

a study of the grammar and vocabulary used to express these procedures.

UNIT 1. Technology Language

a) Phrasal verbs, idioms and phrases to describe machines and talk about technology

b) Essential grammar to talk about technology: Comparative forms, ability and indirect questions

UNIT 2. Remote manager

a) Vocabulary related to working with The Internet b) Remote workers c) Working virtually

UNIT 3. Systems & Services

a) Talking about websites and services b) Explaining how something works c) Introducing new information

UNIT 4. Listening Practice

a) Activity: information overload b) Explaining how technology works c) Simplifying and illustrating technical explanations


Experience tutors.




TELECONFERENCING SKILLS

Participants who complete this module will effectively participate in and lead

teleconferences in an international environment. They will learn how to project

confidence and conviction in telephone calls, apply strategies to ensure greater

participation from team members located remotely, and practice in a live teleconference

and get feedback on their strengths and weaknesses.

Unit 1. Rules

a. Ground rules for teleconferences

b. Building relationships: Before, during and after the meeting

Unit 2. Taking part

a. Participating in teleconferences

b. Multi-tasking

Unit 3. Making the point

a. Holding people’s attention

b. Teleconference

c. Listening Practice Session


Experience tutors.


per seminar.



THE LANGUAGE OF DECISION MAKING

This workshop is aimed at improving the language and grammar structures used when

making decisions. Expressing opinions and stating your point are specific topics that tend

to cause confusion in an international environment, if the speaker is not aware of the

before mentioned structures. Therefore the participants will study an overview of the

most common idioms, conditionals and other resources that will help them make their

point in a more accurate and effective way.

Unit 1. Decisions

a. Decision-making b. Participating in a discussion c. How to be persuasive d. First and second conditionals

Unit 2. Strategy

a. Strategy and successful imitators b. Idioms for giving examples c. Brainstorming and creativity d. Summarizing proposals


Experience tutors.




THE LANGUAGE OF TRAVEL

The Language of Travel is a workshop that is meant to go over the main expressions,

grammar and vocabulary of traveling for business or leisure. The student will learn the

most important ways of expressing the most common and useful language encountered

in the different situations related to traveling, such as the airport, hotels, restaurants and

being out and about. The usefulness of this seminar lies in the necessity of the Business

English student to get by in the best way when traveling in English speaking situations,

and in the most popular scenarios.

Unit 1. International travel a. Ways of travelingb. Asking questionsc. Bookingsd. Organizing a trip

Unit 2. Accommodation and traveling around. a. Hotels and reservationsb. At, To and From The Airportc. Local knowledged. Seeing the sightse. Making suggestions and giving advice

Unit 3. Socializing and Problems. a. Getting acquaintedb. Entertaining a visitorc. Problems when travelling and complaintsd. Traveler safety


Experience tutors.




THE WORLD OF CONVERSATION

Telling stories might sound like something you know well how to do. However, English students tend to misuse the narrative tenses and stick to an only grammar structure, ‘the Past Simple’. The World of Conversation explores the different alternatives to explain situations in the past, mixing the different ways to narrate, and make your speech as interesting as accurate. In spite of the rich grammar load, this workshop is mostly communicative and entertaining; it boosts the conversational skills as well as gives good fluency practice. It’s a trip around the different expressions of the narrative, such as the news, films and books, and will help you tell your own stories in a better way both in your personal and work life situations.

Unit 1. The news a. Narrative tenses b. Giving news and responding c. Writing narratives

Unit 2. Books and films a. Books and films b. Showing interest and surprise c. Films and types of stories

Unit 3. Telling stories a. Telling stories b. Keeping a story going c. Discussing problems at work and how to check someone understands

Unit 4. Listening practice a. Analysis of a short film


Qualified teachers.

Experience tutors.


Business focus.

6 – 8 trainees

per seminar.


[email protected]

915 314 960

www.langsols.es

TIME MANAGEMENT

Time management training most often begins with setting goals. This process

results in a plan with a task list or calendar of activities. This entire process is

supported by a skill set that should include personal motivation, delegation

skills, organization tools, and crisis management.

Overcome procastination

Organize your workspace

Delegate more efficiently

Plan and prioritize

Seminarios de Inglés de Negocios 2018 · [email protected] 915 314 960 BUSINESS EMAIL WRITING...

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Transcript of Seminarios de Inglés de Negocios 2018 · [email protected] 915 314 960 BUSINESS EMAIL WRITING...