2. Professor: A. Petkoska Student: Angela Lazarevska SEOU Gostivar Sep 2012

3.  Fluency in the language  An extensive vocabulary  Being a good listener  Physical appearance  A sense of humor  Grammatical accuracy  Not being afraid of making mistakes  An awareness of body language

4.  Communication- It’s much easier said than done  Communication problems: - High technology; - Information overload; - Common loyalties

6. Action Plan

7. TO... Susan Westbrook FROM... Angela Lazarevska Subject: Report for communication problems Date: 13 09 12 We have studied your problems in the company and came to the following conclusions: 1. Huge number of e-mails by colleagues and customers. -possible solution: open a separate mail for colleagues (immediately) *Very low investment. 2.Staff don't have a place to meet and don't know each other. -possible solution: reopening staff lounge (in the near future) *Some investment. 3. Middle managers are confused about who they should report to. -possible solution: inform the staff about the reorganization (immediately) *Very low investment. 4. Late answers. No information about reorganization. -possible solution: inform the staff about the reorganization (immediately) *Very low investment. We hope that this solutions will resolve your problems. With respect, Angela, Desiree Roland Consultants SA.

8.  Discussing global brands, HCPS  Coffee culture  Noun Phrases and Compounds, collocations  Brainstorming  Formal e-mail: Creating a global brand from a sports drink (Zumo)

9. McDonalds 1. More experience, extension to the company’s name, more profit 2. More costs, first experience in XX country 3. Opening their fast-food restaurants

10. 1.Coffe, tea and hot chocolate. 2. Hot chocolate. 3. NesCoffe, Brazil, Starbucks, gossip and chilling with friends.

11. 1.Sales figures really impressive 2.New public relations department 3.Highly ambitious programme research market 4.Expanding operations overseas 5.Rapidly improving balance sheet 6.Extremely volatile exchange rate 7.Highly confidental marketing report