business-administration-and-finance-2-ed compress 0110

STUDENT 'S BOOK
lncludes:
• Writing Guide
• Vocabulary Builder
Office Orientation
Finding Your Way
11
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Office Routines
Purchasing Office Equipment
Review 1
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11
11
11
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■
-■
Using Voicemail
Using the Intranet
Using a Courier Service
Import and Export
=====:
Receiving Calls
Fo!Jowing Up on Messages
Booking Offsite Events
Planning Meetings
~ .
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=~-
Market Research
111
Cash Flow
Accounting
Review 7
m
m
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11
11 •
m
Banking
11
11
11
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-- ■
Insurance
====:
Global E-commerce
Dealing with Suppliers
11
-■
11
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Teamwork
=="! ■
Attending Business Events
Making Travel Arrangements
Booking Hotels & Restaurants
■
■
=====:
Applying for a Job
lnterviewing
Preparing a CV
Review 10
Pairwork Appendix
Writing Guide
Vocabulary Builder
■
11
Review 9
Writing a CV
11
====:-:: ■
Strategy Planning
11
fl
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==:::::
Leadership Skills
Organising Exhibitions
Review 5
-■
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Teambuilding
Review 4
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Review 6
Review 8
Scheduling Meetings
Taking Minutes
Customer Service
Handling Complaints
-- ■
Review 3
11
11
11
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Review 2
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11
====: 11
Security in the Workplace
Marketing Strategies
Handling Mail
Shipping
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Taking Leave and Clocking In
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11
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m
======:;a
f)í tting Started: Vocabulary (paga 140) )
◄>) 01 Read the e-man. Complete the chart.
To Ms Morgan
EIII! Clarti:
Sub,ect Welcome to Top•Spon
Fr001
Dear Ms Morgan,
Welcome to Top-Sport. lt's great to have you on board. l'd like to describe the structure
of the company to you. Mr Bruce Larson is the CEO. The company has got tour
departments: Marketing, Finance, Operations and Human Resources. Each department
is h eaded by a director who is in charge of the staff under hi m or her. Ms Lucy Grant
is our Marketing Director. She has got tour marketing managers under her. They are
in c harge of the sales teams. The Financia! Director is Mr Edward Brown. He heads a
team of fi nancia! supervisors. Each supervisor has got an accounts assistant. Mr Gerald
Trent is our Operations Director. The Operations Department has gota number of
production teams headed by team leaders. They plan and develop our various
products. Our Human Resources
Director is Ms Sally Burnes. Under
her is the Personnel Manager, who
has got a group of assistants.
rl$hfülj@j,111jd.í3i,,
Attached is a diagram of the
company organisation. 1hope it
will make things clear.
Good luck in your new íob!
Eve Clark
Senior Administrative A ssistant
Human Resources
Human Resources
ASSISIOnlS
0 3◄>)
Think of a company that you like. Go online and
find out who the CEO is. Can you find what other
jobs he / she had before becoming a CEO?
48 2
'41) 02 The Senior Administrative Assistant,
Eve Clark, is speaking to a new Junior
Administrative Assistant, Lisa Webb. Listen to
the dialogue and complete the sentences.
1 . The Human Resources Department is on the
.... _....................................... floor
2. Jamie O'Donnell is the ............................................. .
3. Human Resources is on the same floor as
02 Put the words in the correct order to
forrn sentences from the dialogue. Then listen
to the dialogue again and check your a nswers.
1. everyone / where / you / in / tell / o/fice / l '11 / sits / the
··········- ·..········ ····----····..·- ·········- ·············..·-··········-················2. department / ftoor / on / The / is / the / Human
Resources / first
- - - -..............- .............................- ...................................................
3. him / new / assisting / be / in / You / your / will / role
4. us /is / floor / same / Marketing / on / the / as
5. do/ senior management / the / Where / sil
4. The Operations Department has the whole of the
............................................. floor
5. The Finance Department and senior management
are all on the ..........................._ ............... floor.
6. CEO, / room 301 / Bruce Larson, / the / is / in
··········- ····························-- ····- ·······················- - -··········-···············-·-
6. The CEO's personal assistant is in room
DO
Ch::,: :~:~ :~e~ (CEO)• Managiog Dkecto,
Work in pairs. Use the•phrases from Exercise 3 to
write a dialogue similar to the one in Exercise 2.
Practise your new dialogue.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
06
Write the correct word in each pair to form
a phrase.
1. get • sell
04
a ..................- ......................... a product
Match A to B to make sentences.
A
1. Toe Financial Director
2. Toe Marketing Director
3. Toe Chief Executive Officer (CEO)
4. Toe Operations Director
5. A Senior Administrative Assistant
6. Toe Human Resources {HR) Director
7. A Sales Representativa (Rep)
b ..................- ......................... a job
2. hire • make
a. .................- ......................... new plans
b ......................................- ..... a new employee
3. explain • show
a ..................- ................- ...... how to use a machina
b. - - -...- ..........- ...- someone around the office
4. attend • describe
a . .................- ......................... a problem
8. Toe Head of IT
9. Toe staff
b . .................- ...............- ...... a meeting
5. develop • reply to
B
a .................- .................- ...- a product
...... a. are ali the workers of a company.
...... b. plans how to sell a product.
b ..................- ........................ an e-mail
6. be in charge of • pay
...... c. manages the company's money.
a . .................- ................- ...... a department
...... d. travels to different places to sen products.
...... e. finds and trains new employees.
...... t. makes sure that the company processes are
efficient.
b .................. _........................ an invoice
4D7◄>)
...... h. does office work.
oo The Marketing Director is introducing
a new marketing manager to the staff in the
department. Listen to the dialogue and match
the people (1-5) to their responsibilities (a-e) .
...... i. looks after the company's computer systems.
1. Jen Baker
4. Ciare Jackson
2. Ed Harris
3. Mark Hall
5. Toe sales team
...... g. is the head of the company.
Look at the jobs in Exercise 4. " Think of a reason why each job
is importan! to a company.
...... a. meets customers out of the office.
•.... b . is in charge of market research.
...... c. is in charge of customer relations.
O5
Write the correct job title next to the sentence
that person might say.
...... d. assists Catherine Smith, the Marketing
Director.
Accounts Assistant • Financia! Supervisor
Personnel Manager • Production Team Leader
Senior Manager
...... e. is in charge of producing promotional material.
1. "l've made a list of five candidates who look
suitable for the job. • ......................................................_......
Work in pairs.
Student A: You are a new employee al Top ..Sport.
2. "We have to check that all the machinery is
Student B: You are an administrativa assistant there.
working correctly." ...............................................................
Write a dialogue in whic·h Student A asks questions
to find out about the structure of the company and
3. "I need to finish this bud,get statement for the
board meeting this afterrnoon.•
Student B provides the answers. Use the chart in
····-····-····..····-····-···..··---
Exercise 1 on page 4.
4. "Mr Jenkins has asked me to help him
with the invoices." ·-·······.......... _...................... _..............
5. "l'm busy preparing a prescntation on
strategy for my department for the next
three years. • ..........................._ ......................_......
0 (>
Getting Started: Vocabu/ary (page
O 2 ◄>) os
@
◄>) 04 Read the two e-malls. Then complete the
floor plan with the information (a-g).
To: MrRogers
Two visitors (A and D) at a company are
assisted by employees (B and C). Listen to the
dialogues and circle the correct answer.
1. A: E cuse me l've got an appoin ment
w th Mr Chandler at Cosm1c Electron1x.
8: He's in room 1 411 / 1411 . Take the lift to the
2
· fourth / fourteenth floor. When you come out
of the lift, turn right and then left. His room is a.t
the end of the corridor.
From: KellySanders
Subjeet; Your lnt8MIIW
Dear Mr Rogers,
Your interview next week is with the Marl<eting Director.
His office is on the second noor, room 204. I1's the last
room on the right.
When you come out of the lift, you will be in front of
room 201. Turn right. Then, turn left and walk down the
corridor past the conference room on your right and the
toilets on your left.
1 sit in room 203, which is opposite room 204. Please
come to see me first. There are sorne forms you have
to fill in before the interview.
1 look forward to meeting you.
A: A, Id W 1ere·s the lift?
8: lt's over there. opposite the stairs.
A: One more 3 thing / question. How do I get to
the to1Iet.,?
8 : There are toilets here in the lobby, next to the lift.
A: Thanks for your help
8: You're welco rie.
2. C: Good morn ng, Mrs Landy. Welcome to Cosmic
Electronix. l'm Amy Adams. a production team
•·member I leader.
Yours sincerely,
D: N1ce to meet you. Amy. Your offices are
lovely
Kelly Sanders
C: Thank you. Woutd ¡ou hke something to drink
before your meeting with 6· Mr Car/y/e I
Marketing Department
Mrs Car/y/e?
To: MsGleas()(l
From: Usa Jones
D: No, l've just had a coffee, thanks.
Subjeet; Your lntervíew
C: Then 111 show you a, ound our offices and
Introduce you to everyone.
Dear Ms Gleason,
Your interview next Tuesday is with the Human Resources
Director. Her office is on the second noor, room 202.
When you come out of the lift, turn left. Then, turn right.
D: That would be 6 nice I /ove/y.
C: The Operations Department Is on the top
floor, so we'II take the lift.
Room 202 is the second room on your left, just alter the
kitchen. lf you're early, go to the cafeteria next to her
office on the other side.
Yours sincerely,
3 Read the dialogues in Exercise 2 again. Then
write T (true) or F (false) next to each statement.
...... 1. Mr Chandler's oífice is on lhe fourth floor,
next to the hit.
LisaJones
...... 2. The only way to gel to the other floors of the
building is in the lift.
Human Resources
_.... 3. There are toilets on the ground noor.
Secondl F.loo~
...... 4. Mrs Landy likes the offices.
3.
2.
1.
...... 5. Mrs Landy wants a cup of coffee before
the meeting .
...... 6. Amy is taking Mrs Landy to the ground floor.
Conference
Room
6.
7.
/
Stairs
Work in pairs. Practise the dialogues in Exercise 2.
Pay attention to the expressíons in colour.
~
lift
a. Room 201
d. Room204
f. Kitchen
b. Room202
e. Cafetería
g. Toilets
c. Room 203
(ial;i.fiiii•ii,k:::JI
W orking with Vocabulary
( IC/IS ) V0CABULARY PRESENTATI0N
O4
Complete the sentences with the w ords below.
reception • ground floor • lobby • top floor
conference room • corridor • warehouse
cafetería • car park • toilets • kitchen
stockroom
1. There are a lot of people coming to the meeting,
so we will need to book the ............................................ .
2. You go into a building on the _............................- ............ .
3. There are men's and women's .............................................
on every floor of the building.
4 . You can buy sandwiches in the .............................................. .
5. There's a lovely view of the city fmm the
.. ..... ... ...... .... .... ........ of the building.
6. When you arrive at the building, first go to
....- ...-.......
.... in the ...........- ...............- ....- .......
to get your visitor's pass.
O 6 ◄>)
06 Complete the sentences according to
the floor plans below. Th en listen and check
your answers.
1. Go up the stairs to the first floor. Toe
cafeteria
...........................................
_ is on your left.
2. The .....·-stockroom
···.................................. is on the first floor,
opposite the lift.
3 . When you leave room 603, turn left. Go
past Human Resources and you'II find the
finance
departament o n your right.
..............................................
4. Take the lift to the si:xth !loor, then turn right.
Room 602 will be on your right. lt's between
601- ...- ............ and .....- 603
rooms ......- ...............
......................- ...- ....... .
5. Take the lift to the first floor. Turn right and
warehouse - .... is
go straight. The _...................................
at the end of the corridor.
6. Go up to the sixth floor. Come out o f the lift
and go straight. Turn left and the
toilets
...............................................
are on the right.
7. You can make yourself a cup of coffee in the
102
Stockroom
8. There are hundreds of products on the shelves
in the company ..............- ......................- .... .
Warehouse
9. lf you are driving, there's a ...........................................
',_ 101 103
lffll
Llft
S1alrs
opposite the building.
1O. Walk ali the way to the end of the
.............................................. and then turn left.
11. We keep office supplies. such as papar, folders
and staplers, in the ..................................- ....... .
Os
Toilets
K1tchen
Finance
o,panm•ni
Human
Resourcu
Conference
Room
Matc h the w o rds in A to their opposites in B.
A
18
1. up
······ª· behind
2. enter
3. turn right
... .. b . exit
..... c . down
4. in front of
...... d . turn left
In the UK, you entera building on the
ground floor and you go up to the first
floor. In the US, you enter a building on the
first !loor and go up to the second floor.
CEO
lffll ',_
Llft
Stalrs
601
602
603
Work in pairs. You have got an incompleta
floor plan of the 5th floor. In turns, give
your partner directions from one place to
another and complete your floor plan.
J
Student A: Use the floor plan on page 104.
Student B: Use the floor plan on page 120.
•
Worlcbook, page 4
~
O (>
Getting Started: Vocabulary (page 141) )
◄>) 01 Read the Job advertlsement. Write T (true)
or F (false) next to each s tatement below.
Copy the phrases that gave you the answers.
2 ◄>)08 A manager, Mr Robbins, is talking to his
.... Administrative Assistant
1111 StarOrb Corporation • Swindon, United Kingdom
57 applicants
0 Full-time (Monday to Friday, 9.00 am to 5.00 pm)
new admínislrative assistant. Listen to the
dlalogue and complete the sentences with
the correct words from the dialogue.
1. When visitors arrive, Kate must ask if they want
drink
a -····..··········-····..················· .
e-mails, updating mailing lists
2 . In the log, she needs to include the time the visitar
who ·-·····........ he / she ís visitlng and
arrives, .............................
the time he / she leaves.
3. When the visitor leaves, Kate must make sure
pass
that he / she returns the .....................................
·-···· .
4 . One of Kate's duties is to check what office
week
supplies they have every ·········
--5. Mr Robbins needs Kate to help organise a meeting
10:30
for next Thursday at .............................................
.
• Meetings: schedulíng meetings, typing agendas, taking
6. There will be ················- ················..······.. people at the
.111. Office-based
fil 250+ employees
Responsibilities:
• Telephone: answering incoming calls, screening calls,
taking and delivering messages
• Coirrespondence: distributing incoming mail, sending
minutes, assisting in preparing presentations
Candidates must be proficient in:
Microsoft Word, PowerPoint and Excel; Data entry; Desk
research
tN4tl
The Administrativa Assistant ....
......t 1. will talk to clients who plnone the company
8
budget revlew meeting.
3 Combine the words in group A with the words
in B to make phrases. Then use the phrases to
complete the sentences.
A: at • book • in • keep • set • when • responsible
B: for • charge • all • a log • a room • up • necessary
at all
1. No problem ·····-·······················
..············..··········...... , Mr Robbins.
responsible for
2. You're ..... - .....................................................
receiving visitors.
keep
a
log
3. Should 1.......................................·-···················· of the visitors?
......
t 2. will give people items that arrive by post
in charge
4. You'II also be ....................
_ ...............·-····................ of office
...... 3. won't attend meetlngs
supplies.
5. You should order new supplies
when necessary
f 4. must be flexible about working hours
......
set up _........................... on the system .
6. l'm ali .................................
t 5. must know how to use word-processing software
......
·····-···..···....................
.......... ... .......................
...... 6. will never have to work with spreadsheets
___ - -
_____
...... 7. must be able to find information on the Internet
·····-····-····..····-···........-...··············-···········- - -
book a.............
room
7. Could you ........................
......... .......... for this month's
budget review meeting, please?
There are many ways to make polite requests in
English. Using Could or Would is more polite than
using Can.
Could you please e-maíl the agenda to everyone?
Would you please e ..mail th e ag enda to everyone?
Can you p lease e-mail the agenda to everyone?
Work in pairs. Write a dialogue similar to
the one in Exercise 2 using the phrases
from Exercise 3. Practise your dialogue.J
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4
Match each of the sentences in A with the
logical continuation in B.
1. We send a lot of e-mails every day.
2. 1spend a lot of my day doing data entry.
3. l'd like you to conduct sorne desk research.
4. Could you please take minutes at today's
meeting?
5. Can you deliver a message to Mrs Ryan for me?
6. Can you update the mailing list for our
department, please?
...._a. We need a record of everything we discuss
today.
....- b. We need to keep the database complete.
...._c. We need to add sorne new customers.
...... d. lt's probably the most common form of
communication.
-··- e. She needs to call Simon Harris urgently.
...... f. 1 want you to find out which countries have the
fastesl ·growing economies.
Os
Complete the sentences with the correct verb
below.
distribute • keep • prepare • receive • schedule
screen
1 . You ..........·-·····-··..................... track of our office supplíes
so that we don't run out of anything.
2. Please ...._......................_............ my calls carefullyl'm very busy, and I don't have time to talk to
everyone who calls.
3. Could you .......·- ······.........._............... a mooting fot
tomorrow at 10.30 in the conference room,
please?
4. When you ............................_.............. visitors, it's very
importan! to make them feel welcome.
5. Please ............. ............................... lhe incoming mail as
soon as possible in case there's anything urgent.
6. Can you help me to .............................-.............. this
presentation? 1need to find sorne images for the
slides.
O6
Circle the correct response.
1. Please keep a log of any visitors.
a. Do I include who they have come to see?
b. Should I distribute it now?
2. Do you have experience in using spreadsheets?
a. Yes. In my last job, 1often went to meetings to
take them.
b. Yes. In my last job, 1used them to keep track of
expenses and budgets.
3. What should you always say when you answer
incoming calls?
a. Say a greeting, the name of the company and
the words 'How can I help you'?
b. Ask them if they want a drink.
4. Are your word processing skills good?
a. Yes, they are. 1often talk to customers on the
phone.
b. Yes, they are. 1often have to write reports for
senior management.
5. Can you type the agenda in an e•mail and send it
out, please?
a. Of course. 1'11 put it with the incoming mail.
b. Of course. Who is going to the meeting?
0 7◄>)09
A senior administrativa assistant and
a junior administrative assistant are talking.
Listen to the dialogue and tick (✓) the tasks that
the junior administrative assistant is going to do
today.
...... 1. receive a visitor
...... 2. schedule meetings
...... 3. type agendas
...... 4. update a mailing list
...... 5. take minutes
...... 6. prepare a presentation
_... 7. file documents
...... 8. take an inventory of office supplies
...... 9. order office supplies
Your Turn
Work in pairs. Write a dialogue similar
to the one in Exercise 7 in which a
senior administrative assistant tells a
junior administrative assistant to do the
things that you didn't tick in Exercise 7.
Practise your dialogue.
O (>
O 1 ◄>)
O 2 ◄>)
D
11 A junior administrative assistant (A) is
telling a co-worker (B) what office supplies he
needs to order. Listen to the dialogue and fíll
in the missing words.
Getting Started: Vocabulary (page 141
10 Read tbe e-mall. Answer the questions.
To: panclgaooountingservices.nett
From: rileys.co.nett
A: Helio, Leon. Mrs Jackson asked if you could order
sorne office supplies.
Subjeci: Ouote
Dear Mr Presten,
Thank you for your enquiry regarding pricing information. Here is
ourquote:
4-d rawer filing
cabinet
! 1,0 17.90
Projector
5
!545.00
!2,725.00
Shredder
3
!177.22
!531.66
4
! 5,460.00
! 2 1,840.00
5
! 140.00
Subtotal
!700.00
!26,8 14.56
VAT20%
!5,362.91
Quote date:
4th August. 2023
Delivery date:
16th August, 2023
lll,177.47
Total
B: Sure, Janice. What would you I ke me o order?
A: First - ' ............................. -.............. packets of ten
highlighters. One 2 .._ ............................._ ....... and one
yellow. Do you know 1-tow much they co'5t?
B: 1think ít's a little under E:6 per pack.
A: OK. We also need a dozen staplers.
B: Wh1ch type do you want? They have ones that
staple up to 3. ..................................- ........ sheets - they are
about
each - or ones that can staple up to 150
sheets.
rs
A: Ho1,1, nuch are they?
B: They're about • ...............- ................- ....... each.
A: Let's get the cheaper ones.
B: Sure. Is t 1e e anything else we need?
A: Yes. We neoo 1oo $ ...... ...................................... .
They aren't expensive, are they?
As you are a rew customer,
we would tike to make you
a special offer. lf you
confirm this order within
fl\/8 days, we will give you
a discount of 15% on the
B: No. A pack of ten is only E:11 .
A: Great. That's everything. W'ien will our order
arrive?
B: lt's not 6· •• - ...............·-·········....... _ .. yet, so if Ido the order
now, it should be here by 11 00 tomo1 ·ow.
order.
Yours sincerely,
4D3
Read the dialogue in Exercise 2 again and write
T (true), F (false) or DS (doesn't say) next to
each statement.
MaxGrey
Director of sales Department
Riley's OfflOEl Equipment
...... 1. Mrs Jackson is the Senior Office Administrator.
1 . Who would like to order the equipment?
mr preston
····-..···-··············- - -··-·..·-·····-.. ........-,,,..•...._ ,,,_,,,,_,,,._,,,..-..
,,_
,
2. Has he ordered equipment from this company in
the past?
no, is new
...... 2. They need a total of 20 highlighters.
...... 3. They can gel ali of the highlighters that they
need for less than E:6.
...... 4. They need 12 staplers.
•.... 5. Janíce thinks that the large staplers are too
expensíve.
3. How many filing cabinets does he need?
10
...... 6. They have run out of writing pads.
...... 7. The writing pads cost E:1 each.
4 . How much does one shredder cost?
177.22
...... 8. lf they order before midday today, they should
get their supplies by 11.00 tomorrow.
5. What type of photocoplers does he need?
___
and-white
--··--·black
..······-········-........_,.......... _.. ,__,,,
.....................6. What special offer w ill he get íf he places his order
before 9th August?
....-....................- - -··...................- ................- ............................_
Look at the websítes of three office
equipment suppliers. Compare the prices of
the items in Exercise 1. Which website offers
the best price for the wh ole order?
YourTurn
Work in pairs. Prac'tise the dialogue
in Exercise 2. Pay attention to the
expressions in colour.
W orking with Vocabulary
O6
Match the words and phrases in A to their
definitions in B.
( IC/IS ) VOCABULARY PRESENTATJON 1
48 4
Look at the pictures. Match the phrases
in A to the office supplies in B.
A
1. price per unit
2. subtotal
3. shipping cost
4. invoice
5. delivery
6. quality
B
..... a. getting items to a customer
..... b. how good something is
..... c. how much each ítem costs
A
..... d. a document whic h lists the items that were
ordered and their prices
B
1. a packet of
···- a. paper
2. a sheet of
3. a ron of
··- b. scissors
..._ c. staples
4. a pair of
S. a box of
.._ d. sticky tape
..... e. highlighters
' ,,
How often do you use the office '
supplies in Exercise 4? What do
you use them for?
O5
..... e. the price of all the ltems ordered, not including
tax
..... f. the price of sending items to a customer
O 7 ◄,)
12 The words and phrases in bold are in the
wrong sentences. Write them next to the correct
sentences. Then listen and check your answers.
1. l've run low on printing paper. 1 haven't got any.
2. Discount mus! be made within two weeks of
receiving the order. ............- ............................
3. 1'11 give you a 20% q uantity................. -.............................
Complete the sentences with the words below.
desktop • shredder • laptop • filing cabinet
photocopier • recycling bin • pen drive
projector • scanner • pedestal
4. How much has he ru n out of you for all the office
supplies? ........... - ............................. _.
5. Since you are a new customer, l'm giving you
a payment - two for the price of one.
1. 1 travel for work a lot, so I need a ..................- ..................
rather lhan a ............................................. computer.
6. l've c harged paper clips. 1haven't got enough.
2. Mrs Gregson wants 20 copies of this document,
but the ............................................. is broken.
3. We still keep sorne paper documents in this
7. lf you order a large s pecial offer, you'II get a better
price............................. -.................
4. 1need to show sorne charts in my presentation,
so please book a room w ith a .............................- ...._...... .
S. You can use the .....- ..- ..........- ...- ...- .... in my office to
put copies of these old paper contracts into !he
database.
6. Please use the ..........- .......................- ...... to destroy lhese
documents - they contain confidential information.
7. Make sure you put your rubbish in the correct
8. Put lhe PowerPoint on a ....- ................- ...................
so I can plug it into the laptop when I give my
presentation.
Work in pairs.
Student A: You are a junior administrative
assistant. You need sorne office supplies for
an all-day training session for sorne sales reps.
Turn to page 104 and placean order with
Student B. Your budget is 1::65, so choose the
options that will keep you within budget.
Student B: You work for an office supplies
company. Turn to page 120. Aespond to
Student A with the prices of different items and
complete the order form .
9. 1keep a few files. sorne pens and my laptop bag
in my ............................................. .
,•
1
Worlcbook , page 6
Reading
01
"4>) 13 Read the e-mall. Write T (true), F (false) or DS (doesn't say) next to each statement below.
Correct the false sentences.
To: Ora¡g Peters
From: Victo,ia Helman
Subject: New job
DearCraig,
Congratula1ions on getting the job with us here al Gregson's Bakeries.
As your line manager, 1would usually be there to go over things with you on your first day, but I am off
today, so 1'11 explain a bit in this e-mail and then talk to you tomorrow.
As the Junior Administrative Assistant, you will be responsible for doing photocopying, receíving visitors,
showing them around, checklng the offioe supplies inventory, helping to schedule meetings and taking
minutes. Later on, as you become more experienced in the role, you will take on sorne accounting
responsibilities as well.
As you know by now, our desks are on the second floor. There is a kitchen opposite the lifts. The toilets
are at the end of the corridOí past the conferenoe room. The cafeteria is on the ground floor.
We work closely with the HR Department on the third floor. 1have set up a meeting for you with the
Personnel Manager, Paula SWift, at 10.30. She wants to talk to you about
a few things she would like you to do. Toe meeting is in her olfice - room
323 (when you come out ot the lift, turn left and her offioe is next to the
photocopiers).
Alter your meeting with Paula, please check what we have in our
stationery cupboard (there's a list of what should be there on
the door) and then go to the stockroom on the first floor to g.et
anything that we need.
Al one o'clock, you need to meet the other new staff in reception
for a tour of the buildlng wilh Graham Moore. Alter that, Ellie
Morrison from HR will tell yoo sorne ímportant information in the
conference room on the second floor about company
policy, like staff benefits and how to take holiday.
Finally, can you send an e-mail to the 'Ali Staff'
mailing list to introduce your.self to f!Neíyone?
1think that's an for today. 1·11 see you
tomorrow.
Good luck!
Victoria
•... 1. Today is Craig's first day.
. .... 7. There isn't enough statlonery in the cupboard,
.... 2. Victoria is too busy to talk to Craig today.
..........................,,---···....................................................................................
so Craig needs to get sorne more .
..... 8. Graham Moore is going to show the new
..... 3 . Craig will take notes of what people say in
meetings.
·················- ················-·-···························-············ · · · · - - -········-············
..... 4. Craig won't have any accounting
responsibilities at first.
-·- 5. The toilets are opposite the conference room.
-·- 6. Paula Swift wants Craig to do sorne
photocopying for her.
___
...........................·-··········..-·······.................... , ...........................................
___
employees around the building.
..... ................................................ ....................
._,
_.
___
....................,_...........
- ··· 9. HA will talk to the new employees tomorrow.
............,_, ____
,
__,,,,_,_,
,,_.,
_____ - ,,
.............. ........... ................
_...10.AJI new employees have to send an e-mail
introducing themselves to the rest of the staff.
Review l
Writing
O2
Speaking
Imagine that you are Craig. Wrlte bis e-mall
introducing himself to the rest of the staff.
lnvent any extra details that you need.
«;:J Work in pairs. Wllite a conversation similar
to the one in Exercise 3 that includes the
words and phrases below. Practise your
new dialogue.
3 o'clock • 4th floor • conference room
corridor • meeting with Brenda Hitchins
opposite • room 713 • tollets
Useful
Language
My name is ...•
1am a new / the new ... .
l'm from ... .
Listening
My previous job was ... .
1used to work at ....
l'm very excited about coming to work at ... .
l'm looking forward to meeting and working
with ali of you.
Best wishes,
9)
4D4
Wrítíng Guíde, page 130
O 5 ◄>)
15 Fiona and Paul are talking. listen to the
dialogue and complete each sentence with
words from the dialogue.
1. Fiona is showing Paul how to
2. Fiona says that the system is good for making
sure they don't ................................................................................
anything.
3. They have already ............. - - -·- ···-····-··.....,.._.................
of what they have.
Listening
48 3 ◄>)
4. They have to order ten
..............................................................- .............. for the
photooopier.
14 Sarah is talking to the receptionist at
Brightside Windows. listen to the dlalogue
and circle the correct answer.
1. Sarah has a job interview at 12 o'clock /
2 o'clock.
2. Sarah is going to be interviewed by one person /
two people.
3. Sarah is being interviewed for the job of
accounts assistant / administrative assistant.
S. They need to order a laptop for the
····························- - -·····························
6. They also need to order
tor the sales reps.
7. The 1T department has asked
Fiona to order
............................- - -·······..-···----"''".....
for the conference room.
4. Room 6B is on the first / third noor.
S. To find room 6B, Sarah will need to turn left /
right when she comes out of the lift.
6. The receptionist directs Sarah to the toilets
opposite / up the stairs.
7. The reception desk is on a different floor from /
the same floor as the cafeteria.
Speaking
486
«;:J Work in pairs. You are both administrative
assistants. You have each got the office
supplies orders for a department at your
company and you have each found a different
supplier.
Student A: Tum to page 104.
Student B: Tum to paga 120.
Combine your stationery orders and work out
which supplier is cheaper.
(>Getting Started: Vocab ulary (page 142) )
1 ◄>) 1s Read the e-man. Complete the
sentences.
New message
<> P $ 1
___
To: STAFF
From Lucy Forbes
Sub¡ecr New vo,cemaíl seMce
To all employees,
We have got a new voicemail s•ervice, and we
want everyone to learn how to use it.
1. Toe employees don't know how to use the voicemail service
because it's ......................_.................... .
Over the next two weeks, Kim from the 1T
Department is going to call each of you to
arrange a suitable time for a short t raining
session (about 15 minutes). She is going to
show you how to retrieve, replay, save and
delete messages. She is also going to give
you your own PIN.
use the voicemail service.
3. The training sessions won't be very __................................._.. .
lf lhere are any problems, please conlact me.
5. Each employee is going to get a different ..... -.............................. .
2. Kim from the _....................... _................ is going to teach them how to
4. They are going to leam how to listen, save and delete
to use.
Lucy Forbes
6. lf employees have got any problems, they should contact
Head of 1T
O 2 ◄>)
'
11 Kim from the IT Department is showing
Sebastian how to use the new voicemail
service. listen to the dlafogue. Then complete
1 ,
What are the advantages '
of using e-mail?
Sebastian's e- mail to his colleague James.
To; James Kenclall
From: Sebasllan Vidal
# = hash
Sub)ect: New YOicemaj system
* = star / ast,erisk
Helio James,
150# = one-five-oh-hash
155# = one-double five-hash
1hope you had a nice holiday. Don't worry about missing
the training - the new voicemail system is realty easy.
First, ask Hugh in 1T to send you a 1 ....- ................ - ................ _ •
Once you have that, you enter it into your phone and then
dial 2• ........- .................................. to go to the rnain voicemail
3• .....- ....... ........- ................. To listen to your messages, jusi press
4
... . - ................................. .. . lf you want to hear il again straightaway,
enter $. .................- ......................... . You press e. ............................................. if
you want to keep the message or 7• .................._ ........................ if you
don't want to keep il. lf you want to fast forward to a later bit
of a message, press a. .....- ..................................... , and to rewind,
press 9 ................_ .........._ ..._ ....... .
You can check your messages from any phone if you are
out of the office. To do that, ring your office number and
wait until it goes to voicernail. Then you press
'º· ............................................. and enter your PIN.
Let me know if you have any questions, or you can call
Kim - she's very hetpful.
iJ~
Best wishes,
Sebastian
-~·
3 ◄>) 11 Choose the correct option to complete the
sentences from the dialogue. Then listen again
and check your answers.
1. How do I check / open my incoming messages?
2. First. enter / write your PIN.
3. How's / What's my PIN?
4. What do I do before / after that?
5. Then press / type 1 .
6. Can / Could I fast forward or rewind messages?
7. Where / When it goes to voicemail, press # and
then enter your PIN.
Your Turn
Work in pairs. Write a dialogue similar to the
one in Exercise 2 using the expressions from
Exercise 3. Practise your new dialogue.
W orking with Vocabulary
( IC/IS ) VOCABULARY PRESENTATION
04 Matc h the words and phrases in A to the
definitions in B.
A
1. outgoing message
2. incoming message
3. volume
4. fast forward
5. rewind
B
..... a. how loud or quiet something is
..... b. go to an earlier part of a recording
..... c. what a callar hears when he / she reaches your
voicemail
..... d. go to a later part of a recording
..... e. recordings people lea.ve for you when you
don't answer the phone
O5
Replace the words and phrases in bold with the
correct word below.
dial • location • re-record • retrieve • save • silent
1. 1don't usually keep voicemail messages. 1rarely
need to listen to them again.
2. Can I get voicemail messages from any place?
3. When you enter a phone number, be careful to
get it right.
4. 1didn't want to be disturbed, so my phone was
set to not make any sound.
5. lf you want to change your outgoing message,
press 1.
O6
The words in bold are in the wrong sentenc,es.
Write them next to the correct sentenc,es.
1. l'm going to put you on headset so that everyone
can hear you. ............................................
2. lf you call someone often, you should add him /
her to your recei ver....................................... .......
3. You should replay messages that you don't
need, so that your voicemail doesn't get ful!.
4. lf you need to delete someone about something
urgen!, it's better to call t han send an e-mail.
5. In most offices today, most people wear
a loudspeaker so they can keep working when
they receive a cal!. .......................................- ...
6. When the phone rings, all you have to do is pick
up the PIN . ..............................................
7. Could you contact that message? 1 don't
understand what she means. ...........................................
8. To switch on your mobile phone, you have
to enter your contacts - it has tour digits.
O 7 ◄>)
1s Julie wants to record sorne outgoing
messages on her voicemail. Tom from the IT
Department is helping her. Listen to the dialogue
and circle the correct answer.
1. First of all, Julie enters her .. . .
a. name
b. PIN
c. outgoing message
2. To record a daytime message, Julie needs to
choose ....
a. the number 1
b. the number 2
c. daytime message
3. Julie should press 3 .. . her message.
a. before she writes
b. when she begins recording
c. when she finishes recording
4. To re-record her message after she reviews it, she
should press the number ....
a. 4
b. 5
Q.O
c. 9
5. lf there is an emergency at night,
the caller should . .. .
a. call back
b. press 9 or 5
c. press #
QQ
o Your Turn
Work in paírs. You both work at
Jamieson's Electronics (business hours
9.30 am to 5.30 pm Monday to Friday).
Student A: You're calling the 1T Department
because you need sorne help setting up your
outgoing voicemail messages.
Student B: You work in the IT Department.
Follow the flow c hart on page 105 and act
out the conversation.
C,(> Getting Started: Vocabu/ary (page 1~
O 1
"4>) 19 Read the e-mall. Wríte T (true) or F (false)
next to each statement below.
<new ernployees>
From: rr oeparunenl
~
: lnuanel
A special character is anything
on a keyboard that isn't a letter
ora number: &, $, #,@,etc.
To ali new employees,
Welcome to the company!
Here are instructions for logging into the company intranet.
To register:
1. Double•click on the company icon on your desktop.
2. Enter your username and create- a password.
Your password Should include:
• at least 8 characters
• letters {upper-case and lower-case)
• numbers
• special characters
02
"4>) 20 Sandra (A) is asking Jackie (B) for sorne
help putting somethi ng on the intranet. Listen to
the dialogue and circle the correct answer.
A: Jackie, can you have a ' look at / read of this report
Mr Bryant asked me to put on the intranet? Do you
think it's OK?
B: Sure. Sandra. Well, what you have 2.done I wrltten
is fine. The heading says exactly what it is about.
The 0ow chart you have embedded is clear. But
1would move th1s paragraph to he begmrnng
3. Click on the link in the e-mail you
receive to actívate your account.
A: OK. '11 cut and paste that.
Notes.
1. Nevar Share your password with anyone, including other
company employees.
2. Don't write your password down where other people
might see it.
3. Don't use the same password that you use ror other
accounts.
B: Also, 1 think you should bold t! e key dates.
For most people, that will be the most 3 important /
interesting information.
A: Good idea. Should I bold the names of the
• departments I peopte involved in the project, too?
8 : 1think you should under1ine them so that they are
different from the dates.
lf you have any problems logging into the intranet, p lease
log a ticket with the IT Department by double-clicking on
A: Good point. What <tbou the font? Is it big
enough?
the IT icon on your desktop and tnen filling in the form.
B: Yes, it's 5• fine I good.
We can usual/y resolve any issues within 24 hours.
A: Great. '11 post ,t on the intranet now.
Kevin Jackson
1T Department
B: Don forge to choose the co ect tags for it.
1 think this one should have the tags 'HA' and
'flexible working'.
A: Ah, yes. That will help people to 6· flnd I
understand it. Thanks.
..... 1. The e-mail is for people who are new to the
company.
.... 2. They need to click once on the icon to open
the intranet.
O3
Read the dialogue in Exercise 2 again. Then
tick (✓) the things that Jackie suggests doing.
..... 3. The company will give them a password.
..... 1. changing the heading
..... 4. The password NhJ47&L would be suitable.
..... 2. moving sorne tex:t to a different place
•... 5. They will need to open their e-mail to complete
the process.
..... 3. using bold for when importan! things are
happening
..... 6. They must keep their password a secret from
..... 4. use different styles for the names and the dates
everyone.
•... 7. They can can the 1T Department 24 hours
a day if they have any problems.
..... 5. making the size of the font bigger
..... 6. labelling the report with information on what it
is about
l·i•i•iii•ii,K::J
1
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
•
I
__J
W orking with Vocabulary
( IC/ IS ) V0CABULARY PRESENTATJ0N 1
O4
O5
Match the words in A to their definitions in B.
A
Write the correct word under each picture.
2. lag out
bold • flow chart • cut • strikethrough • italics
lower-case letters • underline password • paste
upper-case letters copy • ~
3. font
4. paragraph
6. icon
7. post
8. comment
9. homepaga
5. double-click
10. desktop
1. lag in
B
•... a. the style used for letters, numbers, etc.
AmySun
A45$*nnY
•... b. laava a computar system or onlina account
•... c. press tha button on the mouse twica quickly
..... d. a small picture or symbol
..... a. a group of sentancas on the sama tapie
1 . ........username.............
2 ................................................
.u.
I
AbCd E
AbCdE
..... f. write your opinion about something that
appears on a website
•... g. the working area of a computer screen
with icons
•... h. pul a message or other information onto
a website
•... i. accass a computar system or online account
•... j. the first page of a website with links to the olher
sections
3 .................................................
06
Look at the page from a report on the intranet.
Write the correct letter next to each word.
ABCDE
5 .................................................
abcde
.... 1. background
..... 2. heading
..... 3. column
..... 4 . row
..... 5. bullet
..... 6. cell
6 ...............................................
lncoming calls decreased in 2020.
0-- In 2022, there was an ,ncrease in
AbCdE
incoming calls across all markets.
AbEdE
r -G
~
..
7. ······························----········"····
8 ................................................
2019
2020
202 1 2022
-1.3
-1-4
-0.5
0.8
2.7
-1 .8
1.0
2.6
-3. 5
-2.0
-2.9
3.7
9.2
-3.2
-5.7
1.3
•
o
o YourTurn
Work in pairs.
9. ...............................................
10 . ............................................
Student A: You are a new manager and
you caU the 1T Department for help with
your voicemail and íntranet. Ask questions
to complete the information on page 105.
Student B: You wo:rk in the 1T Department.
Answer the manager's questions using the
information on page 121.
11 . ................................................
12. ................................................
>
Workbook, page 8
•
O
Getting Started: Vocab ulary (page 143) )
1 ◄>) 21 Read the page from the company Intranet.
Write T (true), F (false) or OS (doesn't say) next
to each statement below. Copy the phrases that
gave you the answers.
•
It is the responsibility of our team of administrative
assistants to handle the incoming mail. The quick and
accurate distribution of incomíng mail is very important
for the smooth running of our company. Please follow
these procedures when handling the íncoming mail.
a. Make two piles of mail: one with anything marked
'Private' or 'Confidential' on it and one with the rest.
b. Open the mail that does NOT have 'Private' or
'Confidential' on it and stamp each document with the
correct date.
c. Document the mail ín the maíl log. Put the date and
list the sender's name and address and the recipient's
name.
d. Sort the mail according to which department or
person it needs to go to.
e. Dístribute the mail by leavíng it in each department's
maíl basket. Any mail marked 'Confidentíal' or 'Prívate'
must be given dírectly to the recipient.
o
..... 1 . Slow distribution of incoming mail costs the
2 ◄>) 22 The manager of the maílroom, Miss Harrís,
ís talking to a new clerk, Richard, about the
process for handling outgoing maíl. Listen to
the dialogue and put the stages in the order that
they talk about them .
...... a. how to organise the outgoing mail
.... b. where to take the outgoing mail
...... c. what type of postage to use
...... d. what to check for eaclh letter
..... e. where to get the outgoing mail from
...... f. how to check the postcode
In the UK, first·class post is for next
day delivery and second•class post
usually takes two or three days.
3 ◄>) 22 Put the words in the c orrect order to form
sentences from the dialogue in Exercise 2.
Then listen again and check your answers.
1 . mail / collect / First, / the / you
2. all/ the /Check / items / of
3. sure / are / Make / ali / signed / letters
•...................... - - -········- ··········-·····················-··················............
4. address / the / postcode / that / Check / the /
includes / corree!
company money.
...... 2. Only one of the administrative assistants has the
responsibllity of dealing with the incoming mall.
- - -······················-··- ···············-····-····-···············-·····-····-··········
.... 3. AA administrativa assistant should open ali of the
mail and stamp the date on it.
5. envelopes / weigh / You / the
6. documents / be / Ali / by / legal / must / post /
sent / registered
___
.............................................
-··-··········-···························-··-···················- - - -·········-···········
...... 4. AA administrative assistant needs to keep
a record of when the mail arrived, who sent it and
who it is for.
...... 5. AA administrativa assistant should leave ali of the
mall for each person and department In the same
place.
Work in pairs. Use the sentences
from Exercise 3 to write a dialogue
similar to the one in Exercise 2.
Practise your new dialogue.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESEN TATION
04
Complete the sentences with the words below.
bill • contract • delivery • junk mail • subscription
O 6 sentences. Write them next to the correct
The words and phrases in bold are in the wrong
sentences.
1. lt takes longer for registered post to arrive, as it
is comíng from another country. .........................- .................
2. When you write a letter to someone, you are the
postcode..............................................
1. We put through the shredder all the
............................................. that we receive and use it instead
of bubble wrap.
3. 1sort the outgolng mail from every department
twice a day. .....- ......................_............
2. 1scanned the ......_................- ................. after I signed it and
sent it by e-mail.
4. lt is importan! to list the details of all the incoming
mail in the sender..............................................
3. There's a ...........- ............................... for you. lt's a very large
5. We collect the incoming mail before we distribute
it to the departments..............................................
box - what is it?
4. A ...........- ...- ......................... arrived from our electricity
supplier today - it's for over t200!
5. 1 have a ........ _.................................. for a music magazine for
one year - 1 receive a paper version every month.
os
Tick(:") the pairs of sentences with similar
meamng.
...... 1. a. l've documented today·s mail.
b. l've opened the mail.
...... 2. a. The p ostage for this letter is í'.1.28.
b. it costs e1.28 to send this letter.
..._ 3. a. This mail is domestic.
b . This mail is going out of the country.
6. lf you use international mail, you get an e-mail
to confirm that your item has been delivered.
7. Can you look up the mail log for 27a Carnaby
Street in London forme? ...............- ..............._ .....
O 7 ◄>)
23 Two mailroom c'lerks are talking about
handling incoming mail. Listen to the dialogue
and tick (✓) the topics they discuss.
..... 1. sorting mail efficlently
..... 2. stamping mail
..... 3. throwing envelopes away
..... 4. documenting mail
...... 4. a. The letter reached its destination.
..... 5. writing an address correctly
b. The recipient got the letter.
..... 6. opening confidential mail
...... 5. a. Mr Ross signed his letter.
b. Mr Ross wrote his name at the end of
his letter.
..... 7. letters for more than
one recipient
...... 6. a. 1 stamped all the letters with today's date.
b. 1 sent all the letters today.
...... 7. a. The package weighs 2.5 kilos.
b . The weight of the package is 2.5 kilos .
...... 8. a. This letter has got two enclosures.
b. Two other documents are in the same
envelope as this letter.
What are the common abbreviations used in
addresses for these different types of streets?
Street • Road • Avenue • Boulevard • Lane
o
Work in pairs.
Student A: You are a new Junior
Administrativa Assistant.
Student B: You are a Senior
Administrative Assistant.
Follow the flow chart on page 106
and act out the conversation.
•
O (>
GeWng Started: Vocabu/ary (page 1~
O 1 ,.,)
24 Read the wayblll. Complete the sentences .
-==SPEEDY SERVICES
Tel: 1632 496 0384
E-mail: lnfo@speedy.co.nett
From:
Company name: DLT Electronics
Sender's name: Ronald Green
1
Address: [115 Church Street
Postcode: LD7 6OP
City / Country: [t.eeds, UK
Telephone: 0113 496 0725
To:
Company name: Epcot Computers
Address:
Receiver's name: Pamela Harkins
City / Country: [9¡rdiff, UK
23 Pine Street
Telephone: 01632 496 0457
Postcode: CFS6 2LP
Sender's name; [Ronald Green
' Collected by courier; X
Date: [2¡ 2¡ 2023 1 Time: (11.00 am ' Sender's signature: -[t2i-. J
-J-~- -
No. of parcels: [j1
Item type: [Computer parts' Total weight : [17.9 kg1
ltem
Length Width
Height
Weight
l.
13 cm
7 cm
8 cm
5.2 kg
2.
114 cm' (8 cm ' [10 cm ' (7.4 kg '
3.
12 cm
2. Toe recipient is located in ·-··-·..· - - -
10 cm
8 cm
4. Toe packages contain ............................................. .
5. Ali the packages together weigh
6. ltem 3 is ............................................. long and
......... _.........._..........._ ...... high.
5.3 kg
7. Speedy SeNices must make sure the parcels
Special Instructions:
are kept ..................................- ... and away from
keep dry X
Receiver's name: [Pamela Harklns '
Date: 3/2/ 2023
goods is ............................................. .
3. Toe goods w ere collected by the courier at
Parcel Details:
handle with care
1 . Toe name of the company sending the
Time: 4.00 pm
keep away from heat [x1
8. Toe goods reached their destination on
Receiver's signature: ~
~
l
............................................. al ...............- ........................... .
O 2 ,.,)
25 The s hipping mana ger (A) is training a new shipping c le rk (B). Complete the
dialogue with the w ords below. Then llsten to the dlalogue and check your answers.
print • fragile • measure • online • forms • website
A: You are responsible for organising the shipment of
A: We use an 5 ............................................. system to create
goods. This includes preparing packages, filling in
the necessary ' · ......- ................- ................ and any other
paperwork, and tracking shipments.
our waybills. lt's called On lts Way. You fil n
the orm there. 1'11 show you how to log on in
amoment.
B: How do I prepare packages?
B: OK. How do I track the sh1pments?
A : F,rs
A: You can do that on the On lts Way
you Mu:;;t put the goods ir a box. Any
2· ......- ................- ................. items need extra protection,
such as bubble w rap. Then we1gh and
3. ......_ ................_ ................. each package.
&. .............- ............................. - it gives regular updates
of the package's exact location.
B: Do I label the packages?
A : Yes, you -nust attac1 our company lélbel and
any re1evant spec1al instruct1on abels. Always
4
• .... - ........... - ........... .
a label with the recipient's
address - don't write it by hand.
B: Right. What about the forms?
Both the metric system and the
imperial system are used in the UK.
Imperial
1 ounce
1 pound
Metric
=
=
28.350 grams
0.4563 kilogranns
O3
O 6 ◄>)
Read the dialog_ue in Exercise 2 again and copy
the sentences that have got the same meaning
as the sentences below..
26 Circle the correc t answer. Then listen and
check your answers.
1. You label / measure something to check how
long it is.
1. Pack the items.
2. You use bubble wrap / paperwork to prevent
an ítem from breaking.
2. Check how heavy and big each package is.
3. You must track / inspect each package carefully
··-·--·-··....····-···-····-···-····-····-···~--···-···-····-···-····-··- - -
before it is sent.
3. Create a label with the details of its destinalion.
4. Oid ali the items arrive in good condition /
special instructions?
4. We make the forms we need on a website.
5. Use that nice paper to mark / w rap the gifts.
..................... _.......,,.......,_,.........-......., - - -··-..·······--·--··-···-···--··
5. How can I find out where the packages are?
,,
'
6. According to the tracking update / waybill,
the shipment is 30 kilometres from Miami.
1
7. 1wanted to know how high the package was,
so I measured its w idth / height.
,
8. 1needed to know how heavy the package was,
so I checked its length / weight.
What are the advantages and disadvantages ' '
of using a courier service comparad with using
the normal postal service?
A
- - - -- - - - - - - - - - - - - - ~ W 7 Complete the sentences w ith the words below.
insure • forms • signatura • pick up • parcel
1. You give your .............. -....- ....-................. electronically to
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expresslons in colour.
confirm that you have received the delivery.
2. What's inside this ....-....- ......................- ........ ? lt's very
heavy.
Working with Vocabulary
3. Where is the courier? He must .........................................- ...
the packages soon because we close in an hour.
( IC/ IS ) VOCABULARY PRESENTATION
4. There are a lot of ............................................ _ to fill out
in order to make sure the goods clear customs.
O4
1
Circle the TWO correct answers.
1. You can send a shipment of ... using a courier
service.
a.books
b. messages
c. clothes
2. You can use ... to give the length of something.
a. metres
b. centimetres c. kilograms
3. A courier is a ... that transports items.
a. vehicle
b. person
c. company
4. A .. . is an example of something fragile.
a. bottle
b. vase
c. shirt
C9 5
Write the correct phrase under each label.
handle with care • keep dry • keep away from heat
this way up
......
11
-
FRAGILE
T
4
4
4
• • •• •
!Ti
5. You must ....- ........................- ............. the shipment in case
it gets lost or damaged.
•
1·,.fij¡¡;¡¡,«:::i
Work in pairs.
Student A: You are a manager. Turn to page 106
and give the mailroom clerk instructions on how
to send three items.
Student B: You are a mailroom clerk. A manager
is givlng you mailing lnstructions. Ask questions
to complete the chart on page 121.
) Worlcbook, page 10
Reading
O 1 ,.,)
27 Read the e-mall. Answer the questions below.
Now me,.,.ge
___
O P fo •
To: STAfF
from: Tanya Harnngton
Sub¡ect. Outgo,ng vo,cema,I messages
Dear ali,
lt has come to my attention that sorne of the outgoing
messages that people have recorded on their company
voicemails aren't as helpful or professional as they should be.
In sorne cases, people have forgotten to say their name. It is
vital that you say who you are, your job tit!e and the name
of the company at the start of your message.
You should also say why you aren't answering the person's
call. Please apologise for not answering and say that you are
either away from your desk or on another call. If you go on
holiday, you must record a message that tells the caller when
you will be back. If appropriate, you can also give the name of
someone else that the caller can contact while you are away
from the office.
Your outgoing message should also say when you will call the
person back. Make this as short a time as possible, but keep it
realistic. We don't want to make promises that we then break.
Finish by asking the caller to leave a message that includes
his / her name and number and the reason why he / she is
calling.
I would be very grateful if you could all review your voicemail
messages and, if necessary, re-record them so that they
follow these guidelines.
Best wishes,
Tanya Harrington
Head of Sales
Writing
O 2 Wrlte an e-mail to a colleague explaining
how to use the voicemail system.
1. What two problems has Tanya Harrington identified
with many of the outgoing voicemail messages?
___
.................................-.............
...................................................
2. What information does Tanya want the employees
lnclude:
• how to log on to the phone
• how to listen to rnessages
• how to replay messages
• how to delate or save messages
• how to record an outgoing message
to include at the beginning of their message?
3. What information do the employees always have to
give in their message when they are on holiday?
............................................... .
........._..._..,. ...............................
4. What information is optional in a voicemail message
while the employees are on holiday?
___
S. Why might it be a bad idea to say in your message
that you'II call the person back immediately?
Useful
Language
To log on to your phone, you need to ....
lf you want to listen to / replay / save /
delete a message, press ... .
You dial ... if you wantto ... .
In order to record an outgoing message,
you have to ....
lf you have any questions, ....
Best wishes,
6. What information should the employees ask the
caller to give?
O)
Wrltlng Gu/de, page 13 1
Review2
Listening
Listening
O 3 ,.,,
28 An employee, Felicity, is talking on the phone
to Mike, who works in the IT Department. Listen
to the dlalogue and write T (true) or F (false) next
to each statement.
os,.,
29 Eleanor is explaining how to send outgoing
mail to Chris, a new mailroom clerk. Listen to
the dialogue and complete the sentences with
words from the dialogue.
.... 1 . lt is Felicity's first day at the company.
.... 2. Felicity is the first person Mike has ever had to
help with this problem.
.... 3. lt's not easy to sea the icon for the intranet.
1 . They often send _......... - ....................._ .. items to
customers, so they need to pack them with cara.
2. They use ................,_,_ _ _ when they are
sending products that can break easily.
..... 4. Felicity needs to write her usemame in
3. Envelopes and sticky tape are kept in the
......................._.................. ·
4. They always put the ...- ......................- ......... in the box
along with the items that the customer ordered.
capital letters.
.... 5. Felicity has to think of a new password for
the intranet.
5. A contract, for example, would need to be sent
by ............................................ .
Speaking
6. The courier company that they use has an online
- - - - .......... system.
49 4 p
Work in pairs.
Student A: You work in the IT Department.
Student B: You are a new employee calling the IT
Department for help accessing the company intranet.
Follow the flow chart and act out the
Speaking
A
W 6 p Work in pairs. Follow the instructions for
your role and act out the dialogue.
conversation.
Student A: Greet Student 8.
Student A: You are a new mailroom clerk. Ask
questions albout the company's systems for
outgoing mail and complete the table.
Student B: Explain why you're calling. What is
first step?
AII deliveries:
l.
. . ....................... ~·····•·••..·..·····•··· ..·-····-····-···········-··- ···..·····-···········-···--·····
Student A: Double-click yellow star icen.
Sending flragile items:
Student B: Where?
3
Student A: On desktop.
Student B: Next?
"'
"'
Student A: Select department name. Enter username.
Student B: What is username?
[
Sending legal documents:
5
Sending promotional material:
8
..................... ........
,
___
_
......,._................_........,._......., ........ .....
,
Student B: You are a mailroom clerk. Answer the
new employee's questions about mailing procedures
at your company. Use the information below.
Student A: Surname and first letter of first name nospace.
1 . AII the orders sent to customers must have the
invoioe in the box.
Student B: Need a password?
2. Check that the correct item Is being delivered and
check the address belore sealing the box.
Student A: First lime use Welcome123. Then reset.
3. Fragile deliveries must be wrapped in bubble
wrap before going into a box with a label saying
'Fragile'.
+
Student B: Thank Student A
4. Legal documents to be sent by registered post.
5. Advertisements, etc. to be sent by regular post
(2nd class).
A : What procedures do I have to follow for the
outgoing mail?
8: Well, for ali of the mail, you need to ...
0 (> Getting Started: Vocabulary (page 144) )
1 ◄>) JO Read the shlpplng order. Write T (t rue) or F (false) next to each stat ement below.
Oce an Shipping UK LTD
Shipping Order No. 1245/22
Full Container Worldwide Shipping SpecioUsts
St Murrin, Grove lane, Cherwell, Essex IG7 6JD, United Kingdom
1
L-,::-11~'..J~t) .&J
e¡¡¡¡¡~I:).
Company Name: Wilson Microsystems Ltd
Company Name: LectrumGroup
Contact Name: Margaret Brennan
Contact Name: Emilio Vinuesa del Corral
Telephone Number (Busine,ss hours): 01632 496 5679
-
Street Address: 25 Mosley Street
City- Province / State
Hastings, East Sussex
Country
UK
-
Date of Shipment: 14th November, 2023
Telephone Number (Business hours): (34) 947 456 5680
-
Street Address: 190 Vitoria Street
1 Postcode
TN34 1RT
City- Province / State
Burgos
1 Country
Spain
1Postcode
09007
E-mail Address: margaretbrennan@wilson.co.uk
E-mail Address: vinuesadelcorral@lectrumgroup.es
Place of Receipt (if different to sender's address)
Shoreham Container Terminal
Port of Loading (POL)
Scheduled Vessel
Shoreham Port
Spirit of the Sea
Port of Discharge (POD)
Gijón Port
Place of Delivery
CY
-
1Ship¡ping Term
FOB
lmm!Itrn
20' (foot) containers (FCL)
contents: books
40' (foot) containers (FCL)
contents: books
No. of Containers
2
Reference Number/s
1245/13/20/1-2
No. of Containers
3
Reference Number/s
..__
Terminal Handling Charges (THC)
Freight Charges
f.540
Freight Charges
f.67S
124S/I3/40/1-3
Total Charges
-
f.1 S4
-
( 1,369
SHIPPER'SOECLARATION
We warrant ~ ~ :~: .~:~.~: ~~.: : : : ;::; ::;:c:anager)
5
S1gnature
SHIPPINGORDER (OFFlCE COPY)
-Shipment tracklng information available vla our website www.osukhd.co.nett
.,T..• 1. The shipper specialises in sending full containers.
F
....• 2. The shipper can send containers to other continents.
...... 3. The shipper will pick up the containers in Hastings.
...... 4. The name of the vessel carrying the containers is
listed,
...... 5. The shipper only offers one size of containers.
...... 6. lt is ímpossible to 1,ack thé shipmerit.
O 2 ◄>)
31 The Shipping Manager (A) is talking to the CEO of his company (B)
about a new shipper. Listen to the dialogue and circle the correct answer.
1. They started using the new shipper last month / week.
2. The shipper is giving them a price that is 12% / 20% lower than normal for
shipments to Europe.
3. Toe shipper that they used before the new one charged them E1,600 /
E2,600 for a shipment to Valencia.
4. You can find out where your shipment is by calling the shipper /
on a phone app.
S. Claire always speaks to a different / the same person at Sale Hands Shipping.
e
'
I
,.
What are the different ways of shipplng ,. _ '
goods? What are the advantages and
disadvantages of each?
o
O5
from • comes from • onto
will arrive
1. The workers load the cargo
onto
.............................................
the ship.
from
Common abbreviations in the shipping
industry are:
2. The workers unload the cargo ...- ...- .........._....................
the ship.
CY = Container Yard (containers delivered
at container yard)
3. The port of dischar,g e is where the cargo
will arrive
FOB = Free On Board (containers delivered
on board ship without charge to the buyer)
4. The port of origin is where the cargo
FCL = Full Container Loads
LCL = Less than Container Loads
comes from
06
Complete the sentences w ith the words and
phrases below.
Can you find more abbreviations in the
shipping order in Exerclse 1 ?
O3
Complete the sentences
with the correct word or phrase below.
free of charge • reliable • compete • loss
guarantee • free of damage • contact
1. How can a small blJSiness ...........................................
with
compete
big international companies?
Complete the sentences from the dialogue w ith
the words below.
guarantee
2. Can you ._.........................................
that these goods will
damage • negotiate • problems • rates • shlpments
arrive at the destination before Saturday?
rates- .................. at the
1. They're offering the best ........................
contact
3. Who is our .............................................
in Miami - is it
PaulJones?
moment.
negotiate
2. Did you manage to ... - - · -........... a discount
4. Did we receive our goods in perfect condition?
Were they ......................
- ................. _ ?
free of damage
with them?
5. Is this extra service ...................
- ..........- ..... or do we
free of- ...charge
3. The new company guarantees fast shipping and
the shipment to Valencia was completely free of
damage
need to pay?
6. What are we going to do about the
loss- ..........- .................. of this cargo? We've got no
..........
shipments
4. Is it easy to track their .................
- ......................... ?
problems
5. Loss and damage are the biggest .............................................
.
Working with Vocabulary
( IC/ 1S ) VOCABULARY PRESENTATION
04
Circle the correct answer.
1. A shipper transports / sells goods.
2. A freight c ontainer is a large metal box used for
transporting goods / passengers.
3. A container terminal is located near the sea/
anairport.
4. Volume is the same as size / quality.
5. The consignee is the person who sends /
roceivos thc goods.
6. Worldwid e service is international I local.
7. A vessel is a large box I boat.
8. Cargo is transport I goods.
9. A company·s rates are its prices I services.
idea where it is!
7. Are they ,_..........................................
or have you had any
reliable
problems with shipments being late, damaged
or lost?
O 7 ◄>)32
The Shipping Operations Manager of
a company is having a phone conversation with
the Sales Manager at Ocean Shipping. Listen to
thelr conversatlon and complete the sentences.
1. Mrs Sullivan is phoning to complain about the
............................................................... that they've received.
2. Ocean Shipplng is offering a discount of
............................................ - ........ ....... on shipping orders over
1::1,200.
3. Mr Becker emphasises that other companies
don't guarantee
company does.
.. ..... ........... ... .. .. ...... .... ..... like his
4. Ocean Sh1pping 1s planning to adopta new
5. Mrs Sullivan and Mr Becker plan to meet at
............................................................... next Monday.
1O. A quote is a definíte / an estimated prlce.
Your Turn
Work in pairs.
Student A: You worl< at a company that
exports goods from the UK to France.
Student B: You work at a shipping company.
Follow the flow chart on page 107 and
act out the conversation.
0 (>
01
Getting Started: Vocabulary (page
@
,.,) 33 Read the webpage. Then read t he sentences
below and copy the sentences or phrases from
the webpage that give the information .
•
AsianBusinessConnections.com
Are you thinking of importing from Asia?
We can help you.
A s ían Bus iness Conne ctions is an online
sourcing service t hat offers: assistance in finding
reliable suppliers to match your requirements.
Our personnel visit suppliers to ensure their
professional st andards.
Our Sourcing Service Package includes:
1. Asian Business Connections brings together Asian
companies with potential buyer companies in
other continents that want to b uy them.
2. Asian Business Connections helps you identify
exporters who match your needs.
.,, Finding suppliers you can trust
.,, Arranging meet ings with suppliers
.,, Assistance in negotiat io:ns
3. Asian Business Connections' employees meet
the exporters to check their work .
.,, Production follow-up and quality control
.,, Packaging solutions and shipping arrangements
A sian Business Conne ctions can help
you to ident ify opportunities in Asia,
manage risk, minimise costs and
secure transactions. Asian
Business Connections mean.s
cheaper, safer and easier
business.
Contact us to see
how we can help you.
4 . lt o ffers help in reachlng agreements.
5. lt helps with the trarnsport of goods.
··········--··········· - · · - - - - · - ••·••·····••·•- ········- - -
6. Asian Business Connections w ill help your
company to save money.
Go online and sea rch for sourcing
companies. Find two other advantages
of using this type of company.
O 2 ,.,)
34 Janet (A) is talking to her business associate Martin (B). Put Martin's sen1ences (a -d}
into the c orrect order. Th en listen to the dialogue and check your answers.
A: l'r, ,hinkmg of startina an 1mport-export
business lt's a type of business that you don't
need much cash to startt.
B: 1. __.,_
A: What kind of products should I import?
B: 2 - ....
A: lt must be difficult to find suppliers that you can
trust.
B:3· ......
A: 1 see. And buying directly from foreign countries
requires a lot of paperwork, doesn't it?
B: •· _,...
a. Yes, so start small until you are confident that
they are reliable.
b . You're right. lt doesn't rrequire a huge investment.
The f1rst thing you need to do 1s choose
products from a foreign source for resale.
c. Yes, it does. Why don't you contacta sourcing
company? They can assist you with the
bureaucracy.
d. .ook or products that have got díl advantage ones that aren't sold at ali here in England, orones
that you can buy at a lower price in a foreign country.
O 3 Read
the dialogue again. Complete the
sentences from the dialogue with the words
below.
available • trust • documents • foreign • money
overseas • supplier • worried
1. Janet's new business will buy products from
......................- .................. and sell them in England.
2. Janet doesn't think she will need a lot of
... .......... ...... ......... ......... to start her new business.
3 . Janet should look for ........................................... products
that aren't ............................................. in England.
4. Martin tells Janet not to buy a lo! from
a···················· ······ - ······· ··· until she knows she can
...- .....- .........- .........- ....- them.
5 . Janet is ........................................_.. about all of the
............................................. that she will need to complete.
Os correct definition.
Write the words and phrases below next to the
trade • shipplng arrangements • start a business
resale • advantage • ensure • requirements • foreign
1. open a shop or company: .......................- - ~
2. selling again: .._ ..._........ _ _ __
ensure
3. make certain: .....................
- ......................
trade
4. import and export: ...................- ......................
5. from another country: _ _ _ _ __
6. a favourable condition: ...-···-····-..·····.........- .......
7. needs: ... _ _ __
8. the organisation of the lransport of goods:
0 6◄>)
35 Circle t he answer. Then listen and check
your answers.
Your Turn
Work in pairs. Practise the dialogue
in Exercise 2 on page 26. Pay
attention to the expressions in colour.
W orking with Vocabulary
( !C/1$ ) VOCABULARY PRESENTATION
484
Match A to B to form sentences. Use the words
in bold to help you.
A
1. A buyer
2. A manufacturar
3. When you export, you
4. When you import, you
1. We can minimise costs / risks by using this
shipper. Their rates are cheap.
2. Are you sure you want to open a café? How will
you have enough time to run a business / trade
on yourown?
3. We are conducting investments / negotiations
with the shipper to t.ry to get a lower price.
4. They always deliver on time. You can risk / trust
them with your shipment.
5. A trade / sourcing company helps you flnd
suppliers, and it checks them carefully.
6. We need to minimise / protect our investment by
keeping the ships well maintained.
7. We usually senda follow•up / secure e-mail to
see if the customer was happy with the seNice
we provided.
8. We need to manage costs / risk, so I suggest that
we use a shipper we know we can trust.
5. You make an investment in order to
6. When you risk money, you
B
2
...... a. produces goods.
3 b. bring goods from another country.
......
5 c. might lose it.
.....
6 d. make a profit.
......
4 e. sell goods to another country.
......
1
..... f. buys products from a supplier.
The prefix dís• means not.
advantage - dísadvantage
trust - dístrust
Work in palrs. You are starting an import·
export business 1ogether. You both have
an option to import products for resale.
Student A: Turn to page 107.
Student B: Turn to page 121 .
Look at your information and ask and
answer questions to dec ide which idea
you want to choose for your business.
O
Getting Started: Vocabulary (page 145) )
1 ◄>) 36 Read the tlps from a website. Match
the sentences (a·e) to the paragraphs (1 -5)
where the information appears.
Good telephone etiquette can create a
positive impre.ssion. Follow the tips below
to represent your company professionally.
íi&1~f:\TA3;Jl~@Nt491
Always answer a call before the third ring. Greet
callers by introducing yourself and your organisation.
Use a pleasant, friendly tone. Put a "smile in your
voice".
Always ask for permission to put a caller on hold if
you need to get sorne information. Thank the caller
for holding and don't keep someone on hold for long.
2 ◄>) 37 An administrative assistant, Cathy, is
talking on the telephone. Listen to the dlalogue.
Which of the rules of etiquette from Exercise 1
does she follow correctly?
Both Can I . .. ? and May I . . . ? are used
when asking for permission, but if you're
being formal or polite, use 'May /'.
3 ◄>) 37 Listen to the dlalogue agaln and write T (true)
or F (false) next to each statement.
. .... 1. Cathy works for Holt Cycles Ltd .
Make sure you are transferring the call to the correct
extension. Quickly tell the other person what the caller
has told you about his / her reason for calling. Then,
tell the caller who you're transferring him / her to.
A message must include the caller's name, company
and phone number, and the date and time of the call.
...... 2. Becky Winis' order was expected two weeks ago.
...... 3. Becky Willis' company doesn't have many
products left to sell.
...... 4. The Shipping Operations Manager isn't in the
office.
...... 5. Mr Pitman asks Cathy to take a message.
4 ◄>) 38 Match A to B to form sentences from the
dialogue. Then listen and check your answers.
A
Before ending the call, make sure you've answered
all the caller's questions. End pleasantly by saying
"Enjoy the rest of your day" or "Thank you for calling".
Let the caller hang up first.
.... a. Make sure you get ali the relevant information to
pass on if someone is unavailable to take a call.
..... b. Check that the caller doesn't mind waiting while
you leave the call to find something out.
..... c. Don't make callers wait before you pick up the
phone.
.... d. Say something nice and positive before the
conversation ends.
...... e. Before you connect the callar to someone else,
let this person know why the callar wants to
speak to him / her.
1 . How can 1
2. May I ask what
3. Can I take your
4. May I pul you
5. l've got Becky Willis
6. You'd better put her
7. l'm transferring you
B
..... a. name and the name of your co
...... b. through to me.
...... c. help you?
...... d. on hold for a moment?
...... e. to Mr Pitman now.
...... f. on the phone.
...... g. you are calling about?
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION 1
O5
Circle the correct response to each sentence.
1. Would you like to leave a message?
a. Yes, please. Can you give me Mr Nelson's
mobile phone number?
b. Yes, please. Could you tell Mr Nelson that
Mr Larkins called?
2. Do you know his extension number?
a. Yes. it's 01632 496 0129.
b. Yes, it's 4706.
3. l'm sorry, Ms Sanders is out of the office.
a. When will she be back?
b. When is she leaving?
4. May I put you on hold?
a. No, 1can't wait right now.
b. Maybe later.
5. l'm putting you through to Mr Banks now.
a. 1don't mind waiting.
b. Thank you.
6. l'm sorry, 1didn't quite catch that.
a. 1 said that I want to speak to Mrs Jenson.
b. l'm afraid I don't know.
e
7 Complete the sentences with the words and
phrases below.
call you back • line is busy • professionally
transfer calls • ring • urgent • friendly tone
pleasant
1. 1usually answer calls after the first
................................................................ 1
2. She always uses a ...................- ................. _..............
when she speaks to her colleagues.
3. 1have to go to a meeting now. 1'11
................................................................ in about an hour.
4. 1must discuss the contrae! with him. lt's
5. The ................................................................ right now.
Do you want to wait?
6. You have to behave ....- .........-···-..········- ...- ................... ,
even wnen people are rude to you.
7. Please don't ......................................................- ....... to
Customer Service in the next hour. They are
having a departmental meeting.
8. 1had a very ......- ............... _ _ _ .......- ... chat on the
phone with the new supplier earlier. He seems like
he'II be a nice person to do business with.
O 8 ◄>)
39 Listen to two phone conversatlons at
two companies. Tick (✓) the correct call in
the chart.
¡¡.¡.¡,;;;;;1
486
The words and phrases in bold are in the wrong
sentences. Write them next to the correct
sentences.
1. You must create a positive impression if you
want to be understood . ......- .......................................................
2. l'd like to greet you to my personal assistant,
Mrs Kay.................................................................
3. Don't ask for permission without saying
goodbye .................................................................
4. Try to introduce receiving personal calls at work.
5. He'II hang up as soon as he gets back.
6. Atways avoid visitors politely.
7. 1'11 speak clearly to leave work early today.
8. lt's importanl to return your can on clients.
1. Toe person that the callar wants to
speak to is not in.
2. Toe clerk takes a message.
3. Toe clerk puts the caller on hold.
4. Toe caller leaves a telephone number.
5. Toe caller tells the clerk what he / she
needs to discuss.
o ,.,.,,...,.,«::JI
Work in pairs.
Student A: You are an Administrative
Assistant at Top Taste Supermarket.
Student B: You are phoning to speak
to Mr Nash about selling them your
company's range of health food.
Follow the flow chart on page 107
and act out the conversation.
0 (>
O 1 ◄>)
Getting Started: Vocabulary (page
@
C9 2 ◄>)
41 Two sales managers (A and C) are following
up on phone messages they each received. Listen
to the dlalogues and fill in the missing words.
40 Read the message log. Complete the
sentences.
1. A: Good morning. This is Sara Fields from CI
Exports. 1understand Nancy Ford was
looking for me.
CALL LOGGER
1
Messages for: Belinda Carmichael
B: Yes, she wants to discuss the • -·····-·.. -····- ····-·.. ·-····- ···
with you. l'm afraid Nancy is currently
unavailable, but she's spec1fied a few
2
· . .................. . ................·-···· that she asked me to go
o• ,ar wit~ you
Prlority level:
Crilical
Normal
A: OK. Can we go over them on the phone now?
B: Yes, certainly. First of all, regarding the
3. ................... . ....................... schedule .. .
A: Jusi one moment, please. Let me get my copy.
2. C: Good afternoon. This is Janet Blake from
EL Gardening. l'm gett ing bac~ to Gerald
Summers. He left a message forme to call.
B: 1'11 see if he's • .......................................... . Gerald,
Janet Blake is on the line, returning your call.
O: Oh, good. Pul her throu9h.
B: Ms Blake? 1'11 put you through now.
D: Hi, Janet. Glad you're back in the office. We
received 5• ···································- ········ that we didn't order
in last week's delivery. One of the sa,es reps
tr ed to assist us, but he wasn't sure how to
handle the problem.
C: l'm sure I can help. Let's look at the arder
togett er What's the e _ __ _
number?
Wants to discuss the quotes from shippers, but she will be
unavailable between 13:00 and 14:30.
3 Read the dialogues in Exercise 2 again.
Complete the chart.
1 . Belinda triad to phone ...........................................................
earlier.
2. Belinda needs to senda document to
Name of
caller
Call 1
Call2
- - -··-···..-····-·······
.......................................,,_,,_,
3. EIG Electronics wants to order more
4. Toe message that Belinda has to deal with first is
the one from ....... - ........................- ........................... .
5. Toe message that Belinda candeal with last is the
one from -··-................- .........._.. _ __
6 ....................·- -·······- ..··•·..··· and
_ _ _ said they wanted to talk
Company
2
6
Follow-up
call for
3.
7.
Topic to
discuss
•
6
to Belinda.
7........................ -......................._..........._ works in Human
Resources at the same company as Belinda.
8 . ..._...............·-···..··- - - - callad because something
has gone wrong.
ASAP is short for
sibl
o
Work in pairs. Practise the dialogues
in Exercise 2. Pay attentíon to the
expres.s ions in colour.
W orking with Vocabulary
e
6 Circle the correct answer.
1. lf something is a prio rity, it is more/ less urgent
than other things.
2. When you specify problems, you ask /
explain exactlywhat they are.
3. lf a matter Is critica!, it's not so/ very importan!.
4. lf you are unavailab'le, you don't answer /
answer phone calls.
( IC/ IS ) VOCABULARY PRESENTATJON 1
4D 4 Replace the words and phrases in bold with the
correct word or phrase below.
as soon as possible • handle problems • essential
regarding • discuss • interrupt • get back to you
1. 1 need to talk about this procedure with you.
5. lf you missed a call, you talked I didn't talk
to the person who callad you.
6 . When there's no reply, nobody / somebody
answers the phone.
7. We got cut off, so we didn't finish the /
hada long conversation.
8. When you go over a document with someone,
you write I took at lt carefully together.
2. 1'11 make sure that your order is with you
as quickly as can be. ...........................................
3. lt's very important to get lhis delivery out on time.
4. Why did you stop me to,ask a questíon in the
middle of my presentation? .............................................
5. Ms Darcy will return your call in a few minutes.
6. 1usually take care of issues with contracts, so 1'11
be happy to help. ...............-........................_,
A 7 Circle the TWO correct responses for each
W
question.
1. Mr Rogers would like to speak to the CEO.
Is he available?
a. No, l'm afraid he's out of town.
b. No; l'm afraid you missed his call,
c. No, l'm afraid he's on the other line.
2. When would you like to discuss the contract?
a. Let 's do it as soon as possible.
b. Why don't we go over it alter lunch?
c. When you interrupt me.
3. Did you reach Edward Fine? What did he say?
a. No, 1don't handle problems well.
b. No, there was no reply.
c. Yes, he'II gel baa'k to you with his comments soon.
7. 1must talk to the CEO about this new product.
O 5 114>)in Mateh
the sentenoes in A to the responses
Then listen and check your answers.
42
B.
A
1. Ms Parl<er is out of town.
2. Can you let me know as soon as you get an
answer?
3. How can I reach Mr Dean?
4. Have we received an order for the new dresses?
5. David is on another line.
6. Ms Shaw is currently in a meeting.
7. Have you got any comments about my
presentation - anything I should change?
8
..... a. That's ali right. 1'11 call her again later.
...... b. Have you tried his mobile?
..... c. Of course. 1'11 tell you right away.
..... d. Oh. when will she be back?
...... e. No, it is short but exoellentl
..... f. Can you please interrupt him? lt's urgent!
...... g. Yes. Lenny's Department Store wants 200.
•
4. Is this delivery a priority?
a. Yes, it's critica! th.at it gets to London today.
b. No, they didn't specify its cost.
c. No, it's not essential to send it right away.
YourTurn
Work in pairs.
StudentA:
You work at the head office of Penny's Sports
Equipment - a chain of sports shops. A supplier
calls your company asking for your colleague
John Green, but he's out of lhe office today
(invent a reason). Allswer the phone and take
a message using the form on page 107. Ask
questions to get all of the information.
Student B:
You work at a Fit Kit, a sports equipment supplier.
You want to speak to John Green, who works at
Penny's Sports Equipment (invent a reason why
you need to speak to him). Call the head offioe of
Penny's Sports Equipment.
Reading
491◄>) Read the report. Write T (true), F (false) or
43
DS (doesn't say) next to each statement.
Introduction
In arder to get our most recent range of
golf clubs produced quickly and at a low cost, we
decided to seek out a manufacturer in China. To help us
do this, we engaged the services of a sourcing company
that is based in China. It's called Simplicity ImpExp and
is run by an Englishman called Shane Winstone.
Finding supp iers
Simplicity ImpExp agreed to take on the task of finding
the supplier that we needed far a very reasonable rate.
This was very important to us because reducing costs
was the main reason for having the clubs made in China.
Negotiations
A fiew members of our team have done business in China
befare and found that the bureaucracy and the language
barrier can make it very difficult. Using the services of
Simplicity ImpExp meant that we were not faced with
these difficulties. Shane Winstone is fluent in Chinese,
and he did ali the negotiations for us. 0n severa!
occasions, Mr Winstone was able to get a potential
supplier to reduce their initial quote by around 20%.
Facto -y v1s1ts
Visiting the factories in China o:urselves to see if they
meet our requirements would hlave been very difficult
and very expensive. Mr Winstone and his colleagues
vislted potential suppliers for us instead and reported
back on what they found.
Quality control
Once we had identified a supplier that we wanted to use
and production had started, the Simplicity ImpExp team
vis:ited regularly to ensure that everything was being
done correctly. When there was a problem early on, it
only took Mr Winstone an hour to get to the factory to
resolve it.
Shipp·ng
Simplicity ImpExp also organised for a shipper to
transport the clubs to Europe and the USA. This shipper
proved to be 100% reliable. In addition, there was never
any damage to any of our orders, or any losses.
Recommendat·on
The savings that Simplicity ImpExp allowed us to make
more than covered the cost of their services. I believe
that we would not have been a ble to deliver this project
on schedule, on budget and to such a high standard
without their assistance. For ali of these reasons,
I would recommend Simplicity lmpExp for any future
projects involving China.
D
_.... 1. Speed was one of the reasons why Elaine's
company chose to get a Chinese company
to make the golf clubs.
...... 2. Elaine Smithers negotiated a low prlce from
Simplicity lmpExp.
-···· 3. Shane Winstone acted as a translator for Elaine
in negotiations.
-···· 4. Elaine's company had to spend a lot of money
flying to China to visit potential suppliers .
...... 5. Mr Winstone realísed that the manufacturar was
making a mistake.
-···· 6. Simplicity lmpExp is also a shipping company.
_,,,. 7. Nothing was broken in any of the shipments
from the factory.
-···· 8. Elaine is very happy with the quality of the clubs.
Writing
2 Vou are going to be in a meeting all day
tomorrow and you have made a líst of sorne
tasks you want the administrativa assístant to
do for you. Wrlte an e-mall explaining the tasks
you want him to do.
lnclude:
• Office supplies: check and order what we need
• Mailroom: box with 30 brochures - post to
Newcastle branch
• Laptop: take to fT for new software
Useful
Language
Hi [Name],
1hope you're ....
l've got a few tasks I need you to do.
Ple ase can you ... ?
1also need you to .•..
Let me know if you have any questions.
Thanks,
O
Writing Gulde, page 132
Listening
0 3◄>)
Listening
Os ◄~
44 Harriet is meeting a friend, Giles. Listen to
45 Liz Ford is callíng Cutting Edge Designs Ltd.
Listen to the dialogue and circle the correc t option.
the dialogue and answer the questions.
1. Why does Haniet want Giles' advice?
1. Liz Ford wants to speak to Gregory /
Max Winters.
2. Why does she think Giles can help?
2. Max Winters is talking to someone else on
the phone / not in the office at the moment.
3. Why does Harriet think an import-export business
is a good option for her?
····-························-····-·······················---············- ···········-·················4. What does Harriet plan to import to the UK?
3. Max Winters will be available later today / tomorrow.
4. Ms Ford isn't happy with the new supplier /
products that they've ordered.
5. Ms Ford wlll receive her order in two weeks' time /
two weeks later than expected.
6. Gregory is going to pass on Ms Ford's message
tomorrow / as soon as possible.
5. Why does Giles think Harriet has made a good
choice for what to import?
Speaking
6. What two reasons does Giles give for why
negotiating w ith people in foreign countries can
be difficult?
0 6c;:J
Work in pairs. You are both business partners.
Student A has an idea for a business opportunity.
Follow the instruction for your role and act out
the dialogue.
7. What does Giles say Harriet should do now?
Student A: Tell your partner about a business
opportunity lhat you think will help your business
expand. Use the information on page 108.
Speaking
0 4~
Work in pairs. Follow the flow chart and
act out the conversation.
Student A: Say you plan to start your own business.
;¡,
Student B: What type?
Student A: lmport-export
;¡,
Student B: What product?
Student A: Choose a product to import.
;¡,
Student B: Why that product?
;¡,
Student A: Give a reason. Advice?
Student B: Get a sourcing company.
;¡,
Student A: Why?
Student B: Give two or three reasons.
;¡;
Student A: Thank Student B.
!
Student B: Listen to your business partner's proposal.
Look at page 121 and ask questions to complete
your notes. Think of any o ther
possible problems and
discuss how you will deal
with them. Then decide if
it's a secure investment.
t,Getting Started: Vocab u/ary (page 146) )
1 ◄>) 46 Read the meeting lnvltatlon. Answer the questions.
To: <ali of depar1ment>
From: Shella Parker
SutJ,ect: Meeting irMtatJon
Dear ali,
lt's nearly time for this month's departmental meeting.
lt's very important that we are all up to date with w hat
is going on, so please try to find the time to attend.
Monthly Sales and Marketing Meeting
Organiser: Sheila Parker
Date: 27th September, 2023
Start time: 09:00
End time: 13:30
Location: Room C3 (3rd ~oor conference room)
Agenda:
09:00-11 :00: Sales figures (Paul Miller)
11:00-11 :15: Refreshments (the usual tea, coffee,
biscuits and fruit)
11 :15-13:15: New marl<eting strategies
(Amanda Holmes)
13:15-13:30: AOB
Accept
Decline
Attendees: 15
View attendee names ..
1. What time does the meeting start?
2. Where will the meeting be held?
3. What is the main reason for the meeting?
4. Who will talk about sales?
5. When w ill people be able to talk about things that
aren't on the agenda?
6. Why are they having this meeting In their own
offices?
As you can see, this is an o nsite meeting as the
offsite facility that we had been using raised its
prices.
Looking forward to seeing you ali there.
Sheila
O 2 ◄>)
3 ◄>) 47 Listen again. Replace the words and
phrases in bold with words and phrases from
the dialogue that me an the same.
1. Emma has got a meeting with Dan organised for
tomorrow at 2.00 pm. .............................................
47 Two personal assistants, Ellie and Adrian,
are scheduling a meeting. Listen to the dialogue
and circle the correct answer.
2. Emma is going to have to delay the meeting.
1. Emma and Dan's meeting was originally
scheduled for 12.00 / 2.00 pm the next day.
3. Would you like to arrange a new time now?
2. Ellie needs to reschedule the meeting because
Emma will be in / is going on holiday to New
York.
4. Let's see if we can a rrange it for next week, shall
we? ...............................- ...........
3. Ellie wants to reschedule the meeting for
this Friday / the following week.
5. Would the afternoon of Thursday 11 th May
be good for Emma? ······-·..···· ................ .......
4. Dan / Emma is unavailable on 11th May.
6. l'm afraid that isn' t good, as she's got a previous
commitment .........- ..................................
5. They reschedule the meeting for 8.30 am on
8th / 12th May.
Connectors such as because, since
and as are used to give reasons.
That won't worl<, because / since / as
she's got a previous commitment.
7. Let's book it for 12th May at 8.30.
o 1·,.J.,....;,a::1
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercisé 2. Practise your new dialogue.
O 6 Tic::k ({) the sentenc::es thªt yse the WQrds ª"d
W orking with Vocabulary
phrases in bold correctly.
( IC/IS ) VOCABULARY PRESENTATION
..... 1. When a meeting is longer than two hours, we
usually have a break in the midd.le.
..... 2. l'd like to postpone our meeting until I have had
time to go over the report properly.
..... 3. Mr Fraser can't come to the meeting today so we
have to confirm it. What about Friday?
..... 4. How many people are going to take place
the meeting?
..... 5. Wlll you be able to make it on time to the meeting?
..... 6. We are going to have an offsite meeting at the
Parkway Hotel.
..... 7. Does 11 o'clock tomorrow morning suit you?
4D4
Circle the correct answer.
1. lf you postpone a meeting, you ....
a. move it to a later date
b. decide not to have it at ali
2. lf you notify someone, you ....
a. give this person sorne information
b. ask this person for information
3. lf something happens at the last minute, it's ....
a. very urgent
b. at the latest possible time
4. lf you've got an onsite nneeting, it'II take place ....
a. in the office where you work
b. away from the office w here you work
5. lf you've got a previous commitment, ....
a. you're very busy
O7
Look again at the sentences that you did NOT tick
in Exercise 6. Which word or words from Exercises
4 and 5 can replace the words in bold to make the
sentences correct?
.....-.......................................................
....................- .......................- ..............
A
·
o·,rector ·1s a~k.1ng an .
W 8 ◄ ,,·'49 •Th• e O~erat1o~s
b. you've already got plans
A 5 ◄>) 48 Complete the mini-dialogues with the words
W
.
below. Then hsten and check your answers.
refreshments • hold a meeting • attend
reschedule • organise • convenient • book
invited • check my calendar • attendees
1. A: The meeting room is too small. We're going to
have more_................................................ - ...- .. than we'd
expected.
B: Oh, then I guess we'II need to
................................................................ a larger one.
2. A: Can you _.._. _ _ _ ............- ....... sorne cold
drinks for the meeting?
B: Sure. Would you like any other
- - -.......- ................... ?
3. A: What time is ..............- - -....................... for you
to meet?
B: 1'11 .........................................- ................... and get back to you.
4. A: Bob won't be able to .........................- ...................................
the meeting, as he is ill.
B: l'm sorry to hear that. Should we
..........................................- ................... it?
5. A: Senior management are going to
..........- ...- ................- ...- .................. to explain the changes
they plan to make.
B: Will everyone in the company be
................_......................._.................. ?
adm1m~trat1ve ass,stant to help h1m organ1se
a meeting. Listen to lhe dialogue and complete
the meeting invitation form. Then listen again
and complete the e..mail.
_
- - - - - - - - - - - - - - - - - - - -..,
Meeting Preparation Form
Organiser. Brooke Leads
Date: '·.............................................. , 2023
Finish: 3. ............................................. pm
Subject: • _..........- ..........-................. of LabTools' Products
Number of attendees: s...............- ............................
View attendee names •
Location: 8· ..........- ...- ...- ...........- ...... room
7· ................_ .._ ...._ ...,-...-
floor
0ear all,
We look forward to seeing you for this meeting, where
Tom 0eVere will be delivering a 8 .............................................
about how we can work together. Jeremy Parks, our
9 •............................................. , will be there to welcome you, and
Helen Grant, our Head of 10 ............................................. , will also
attend to answer any questions you may have.
Light refreshments - tea, coffee, cold drinks, biscuits
and 11• _ _ _ ..................... - will be provided.
Best wishes,
Brooke Leads
o
Work in pairs.
Student A: You need Student B to arrange a meeting for you.
Turn to page 108 to see images that represen! what you need.
Student B: You are an administrativa assistant. Turn to paga 122
and ask questions to find out the details of Student A's meeting.
° ª -etting Started: Vocabu/ary (page @
•
1 "4>) so Read tbe webpage. Write T (true), F (false)
o
Find three companies that host offsite events for
businesses. What servi:ces do they provide? Which
one do you think provides the best service? Why?
or OS (doesn't say) next to each statement.
Correct the false sentences.
l"l O.JM;l~
92
Event Organiser
Our Clients
Gallery
"4>)51 lmelda (A), the Marketing Director, is talking
to her personal assistant, Josh (B). Listen to the
dialogue and c ircle the correct answer.
Contact Us
Event ú rgan ser providesmanagement services for business
A: Josh, we need to start planning '· our annual /
events. From small intimate meetings to large conferences,
conventions and exhibitíons - we do it all and for any budget! On
top of that , we charge, on average, 10% less than our competitors.
We hold meetings with your representative in order to understand
your exact needs. Then we prepare a special plan for you.
this years convention. 'd like you to look for
a venue.
B: Sure. 1'11 get my notepad.
A: Here's a list of places for you to can. We're going
to nPed the venue from 14th to 16th November
What do we do?
B: How many 2 attendees I delegates are there going
to be?
• We pl.an and manage your event budget.
• We choose the best venue for your event.
• We take care of registration procedures.
• We provide audio-visual equipment.
• We set up the equipment and display.
• We pl.an the food and beverages.
A: Between 50 and 70. We'II have an accurate
number by the end o f 3· October / September.
B: W·II you requi ·e any spec,al equ1pnent?
A: Jusi standard audio•visual equipment for
presentations: microphones, • computers I
projectors and screens. Oh, and we'II also
need podiums.
What do our clients say?
Most of our events are in London, and Event
Organiser is a/ways able to find top-quality
/ocatfons at reasonable prices notan easy task in the capital!
Antonia Hart, ISM
B: What about catering?
A: We want two catered coffee breaks a day,
as well as a buffe\ lunch and dinner
B: OK. 1'11 get menus from severa! caterers.
What other requIrements have you got?
Event Organiser managed
every little detail of
A: We're going to need access to the convention hall
5 · a few / tour hours in advance, so we can set up
our equipment and d isplay.
our con{ere nee, f rom
planning our budget to
menu selection. lt was
a great success!
Bob Ross, Dason's Trading
B: Aight. 1'11 contact .. few places and get quotes.
1'11 update you by the end of the 8· day / week.
03
·- ===-------= '----=---=-- ~~-;~.,;:~ ~- 1
Event Organiser ....
-··- 1. only handles events for large groups of people
Read the dialogue in Exercise 2 again. Write
T (true), F (false) or OS (doesn't say) next to
each statement.
_,,.. 1. The company has already started making
arrangements for the convention.
...... 2. They have this convention once ayear.
____2. charges 10% of the to tal budget for the event
__,,_ 3. lmelda expects there will be between 20 and
30 people.
....• 3. is more popular than any of its competitors
...... 4. They will need microphones, projectors and
screens so that people can give presentations.
_,,,, 5. They will provide two meals each day.
..... 4. will organise a place to have your event
...... 6. lmelda wants to be able to access the
convention hall early so they can set up.
-··- 5. provides projectors, screens, microphones, etc.
•.... 6. Is not involved in organising refreshments
•..• 7. specialises in arranglng events in London
YourTurn
Work in pairs. Practise the dialogue
in Exercise 2. Pay attention to the
expressions in colour.
W orking with Vocabulary
91
Write four sentenc,e s using two of the words
from Exercise 6 in each one.
( IC/ IS ) VOCABULARY PRESENTATION 1
48 4
Tick (:") the pairs of sentences with similar
meamng .
...... 1. a. Have you got access to the room?
b. Can you go into the room?
...... 2. a. A lot of delegates attended the convention.
b. There were a lot of people at the convention.
...... 3. a. We're going to have a d isplay of our products.
b. We're going to sell our products .
...... 4 . a. This ven ue is big enough.
____ ..
·····-··.......,- ...·-····.......
,,
_,,,,_
..........-,..._ ,,,......._, ................_ ,,,.....
os
Co mplete the sentences with the words below.
registration • convention • catered • buffet lunch
success • auditorium • in advance
1. We're planning to have our annual .............................................
Oíl 2nd May.
2. They hold many conferences and concerts in this
b. This place is the right size.
...... 5. a. 1don't have an accurate number of how
3. At 1.00, w e're having a ............................................. at
the hotel restaurant.
many people are ooming.
b. 1 don't know exactly how many delegates
there will be.
..._ 6. a. What is the budget for our event?
4. We have gota budget for a .............................................
dinner.
5 . You must give me a list of the participants
two weeks ._.......................- ............... .
b. How much can we spend on the event?
...... 7. a. They are going to set up the equipment today.
6. Group and individual ............................................. w ill be
possible online from 22nd to 3 1st January with
b. They are going to order the equipment today.
...... 8. a. Our business is to help other companies
organise events.
b. Our business is to train people in how to have
more effective meetings.
A
. .
.
W 5 ~ Work in pa1rs. Explam to each other why
the sentences you didn't tick in Exercise 4
are different.
a 10% discount.
7. Everyone was pleased with the event. lt was a big
09
Circle the TWO c orrect answers.
1. We don't have a very big budget / success /
venue for next month's convention
·
2. Have you set up the audio-visual equipment /
details / display?
3. The convention is c atered / There are beverages /
Sorne words can be verbs and nouns.
There w ill be a buffet lunch, so people won't be
hungry.
We 're going to display our products. (v)
4. 1'11 have access to the auditorium / registration /
lt was an interesting display. (n)
I can't access the Internet right now. (v)
venue three hours in advance.
5. lt was a memorable delegate / event / exhibition.
Everyone is still talking about it.
Have you got Internet access? (n)
486
Matc h the words in A to their definitions in B.
A
1. exhibition
4. detail
7. provide
2. menu
5. podiUJm
8. take care of
3. beverage
8
6 . memorable
...... a. give, supply
...... b . list of items you can select
Work in pairs.
Student A: You are a marketing manager at
PMA Mobile Phones. You must find a venue for
a company event. Use the information on page 108
to discuss your requirements with an event organisar.
Student B: You organise events for companies at
different venues. Ask questions about the requested
event to choose the venue on page 122 that meets
the requirements and is available.
...... c. display
...... d . lndMdual fact or item
...... e. drink
...... f. remembered because it's special
...... g. organise, manage
...... h. a $man platform for a $peaker to $tañd on in
order to be seen clear1y
) Worlcbook, page 16
2 ◄>) 53 The Marketing Director, Sumira, is
etting Started: Vocabulary (paga 147)
◄>)
s2 Read the e-man. Complete t he sentences
w ith words f rom the e-m ail.
New message
OP ~j
To Jom Moms
From Patroc,a Wroght
Sub¡ect Meeungs
Hey Jim,
I hope all is good with you.
I just wanted to run a few things by you quickly.
First, we've got the staff meeting with the marketing managers
at 10 am on 3rd March. I've got the following three points for
the agenda, but I wanted to know if you have anything you'd
like to add before I send the meeting invitation to everyone:
• Discussion about new marketing region
• Summarise new structure for department
• Introducing daily stand-up meetings
Could you let me know by the end of the day?
We've got the meeting with the Russian clients that evening
at 8 o'clock. We should go over our presentation on the new
prodUJct to make sure we impress them. Is there a good time
for you to do that?
I also need to set up the orientation meeting for
the new recruits towards the end of March. It
would be great if you could speak for about 15
minutes. Would that be OK?
I'II see you at the board meeting later. Sorne
discussing a meeting with her assistant,
Leonard. Listen to the dlalogue and match the
questions in A to the correct answers in B.
A
1. How long will they give people to find their seats
and finish their conversations?
2. How long has the CEO gol to make his opening
remarks?
3. What is Adarn West's presentation about?
4. What does Sumira tell Leonard to print out on a
piece of card?
5. What is Annette Bampton's presentation about?
6. What are people going to discuss in groups?
7. What is Sumira's presentation about?
B
...... a. Flve minutes.
•.... b. Trends in the mafket.
...... c. Driverless vehicles.
..... d. 20 minutes.
...... e. 15 minutes.
..... f. Robots in the job market.
..... g. How to sell the new products.
A discussion is a serious talk about a topic.
A chat is a friendly, informal conversation.
memlt>ers of the board of directors are still
at the annual V-Tech exhibition in Srussels,
so it's going to be a conference call. Let's
hope the technology
works a bit better
than last time!
Thanks,
Patricia
1. Patricia asks Jlm if he wants to pul something else
onthe _ _ _ __
2. Patricia needs Jim to reply before ............................................ .
3. On the same day as the staff meeting, they have
another meeting in the _................_ .........- ...- .... .
4. Patricia thinks that she and Jim need to practise their
5. There will be a meeting late in ._..............._..........- ....- ..
for people who have only recently started at the
company.
6, There were problems with the ......... ... .............................
during the last conference call.
◄>) 54 Complete the sentences from the dialogue
with the words below. Then listen and check
your answers.
go over • overrun • schedule • item • questions
session • supposed
1. Let's .... _................- ....- ............ the programme so you
can take cara of all the details.
2. What's the next ............................_.............. on the
programme?
3. How long is Adam's presentation
........... _......................- ..... to be?
4. We don't want him to ........................ - ................. .
5. We need to keep to the ............................................. .
6. lt's an hour long, plus 25 minutes for
7. What's the closing .....................................- .. ?
Work in pairs. Use th e sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
W orking with Vo cabulary
O6
attendance list • board of directors
closing session • hand out • opening remarks
( IC/IS ) VOCABULARY PRESENTATION J
O4
1. The CEO welcomed everyone to the convention
in his ............................................................. .
Circle the correct answer.
1. A stand-up / virtual meeting is very short, and
the team members quickly gíve an update on
their worl< without sitting down.
2. Let's check the ........_.................- .... -........................ to see
who was at the meeting.
3. In her .............................................................. , she thanked
2. Toe directors of the company make importan!
decisions about the direction o f the company al
a board meeting / conference cal l.
the organisers of the conference for making it
a success.
4. Please photocopy this page and
3. At a briefing / an o rientation meeting, someone
........... ............................................ a copy to each person.
gives information or instructions to others about
a specific task they will need to do.
5. The .............................................................. decided that
Jeff Evans would be the new CEO.
4. Board / Staff meetings are for discussing various
work-related issues with employees.
5. Orientation / Stand -up meetings are held to
give new employees information about basic
procedures.
Complete the sentences with the phrases below.
O7
Number th e meetings from the one that happens
the most frequently to the one that happens the
least frequently.
...... a. the w eekly department meeting
6. A brainstorming session / staff meeting is when
people try to think of as many ideas for something
as they can.
..... c. the annual shareholders meeting
7. A briefing / virtual meetiing is when a group
...... d. the d aily stand-up meeting
of people connect over tthe Internet, often w ith
video, so that they can see each other to discuss
something.
8. A brainstorming session / conference call
is when a group of people connect over the
telephone to discuss something.
485
Matc h the w ords in A t o their definitions in B.
A
1. product line
4. summarise
2. programme
5. demonstration
...... b. the quarterly budget meeting
...... e. the monthly staff meeting
Os ◄>) ss
Richard, the Ma·r keting Direct or, is speakirng
at the beginning of a staff meeting. Listen to hls
openlng remarks and circle the c onrect ans wer.
1. Thomas Cooper is a sales manager in the
southwest / northwest region.
2. leah Spencer joíned Richard 's team a long / short
time ago.
3. Richard has got a b oard meeting / conference call
at 2.00 pm.
3. client
4. The last board meeting was on 4th / 24th June.
B
5. Each member of staff is going to give a report
on sales in his / her region in the last three / tour
months.
_.._ a. customer
...... b . give the main points about something
...._ c. explanation and exhibition of how something
works
.... d. a group of similar items all sold by the same
company
..... e. plan of what w ill be done and in what order
6. They are / aren't going to discuss the new
brochures at today's meeting.
Work in pairs. The date Is 15th November, and
it's time for the mon1thly Sales Department
meeting. The meeting was scheduled from
10 am until 1 pm, an<I the agenda was sent
out. But now the Marketing Director has
unexpectedly been asked to go on a business
trip, and the meeting will have to finish at 12,
so that she can catch her plana.
You are going to help shorten the meeting by
one hour. Tum to page 109. Look at the agenda,
discuss the advantages and disadvantages of
postponing each item on it and decide what
can be left until next month's meeting.
•
O
Getting Started: Vocabu/ary (page @
O 1 ◄>)
56 Read the minutes. Complete the sentences
with words from the min utes.
..
,
o
What are the features of the calendars
that come as part of an e-mail program
that can help you to stay organised?
Minutes of tbe auarterfy Sales Meeting
Date: 5th October, 2023
Time: 10.30 am - 1.00 pm
Location: J Taylor and Sons Head Offices
Present: Sales and Marketing Department, Chief Financia! Officer
2 ◄>) 57 Two sales team leaders (A and B) are talking
about the process of taking minutes. Complete
the dialogue with the words below. Then llsten to
the dialogue and check your answers.
ce list: CEO
Apofogies: Jenny Dale
Minute Taker: Susan Rogers
Agenda: 1. Analyse quart"IY sales figures.
2. Discuss market research findings.
3. Clarify the pros and cons of expanding the product line.
attendees • repeat • task
Points made: 1. Sales figures - no change since last quarter.
2. Customers want a larger selection of products,
especially for teenagers.
3. More pros than cons regarding expansion of
product line.
B: lt's not hard, but you ave to come prepared.
A: How do you prepare?
B: First, 1 r~ad hro1 gh the agenda carefully.
Other issues raised: The need for additional sales reps and better
training, ,sp,cially in the southern region.
12• ............................................. 1know wtiat the objectives of
the meeting are. That helps me focus on what notes
to take at the meeting.
Key decisions: Collect current purchasing information from our
major customers.
A: What notes do you take?
Objections: None
Action points: TASK 1:
TASK 2:
before • make sure
A: l've been assigned the task of taking minutes at
the meeting next Thursday. l've never taken
minutes 1• ............................................. .
B: don't try to wri e everything down. Yo should
concentrate on he key decisions, the actions
and who is going to do each 3 ......... _ ................- .............. .
Contact major customers to collect
additional current purchasing
information.
Assigned to: Sales and Marketing
Director (Rick May)
Time frame: 31st October
Analyse ability to hire new sales reps
and increase training budgets.
Assigned to: Chief Financia! Officer
(Dan Binder)
Time frame: 22nd October
A: Gol it. Anything else?
B: List the central issues that are raised. Also,
record any objections that are raised And
don't be afraid to ask someone to explain or
•· ............................................. w hat 11,ey said.
A: What do you do w ith the minutes after the meeting?
B: Type up your notes soon ,ifter the meeting.
Ttien send them to the 5 ............................................. and
everyone on the ce list.
Circulated: 6th October, 2023
O3
When you ce people into an e-mail, you
send them a copy of the correspondence.
1 . Toe meeting took place on ...._.................- ....................................
at the ....... _............................. _..................... .
2. _ _ _
_ _ _ didn't attend the meeting.
3 .........................................................-..... took minutes.
4. Toe participants examined the advantages and
disadvantages of ...- ....- ................- .................- ........... .
5. Sales figures are the same as they were in the
Read the dialogue In Exercise 2 again. Tick (✓)
the things that are advised.
...... 1. Type up the agenda for the meeting.
...... 2. Get ready for the meeting in advance.
...... 3. Understand the reasons for having
the meeting.
...... 4. Try to write as rnuch as possib le.
...... 5. Type up the minutes a short time after
the meeting.
...... 6. Only send a copy ot thc minutes to
the people who were at the meeting.
6. Toe ............................................................... is going to speak to
..............................- .......................- .... to get sorne information
about what they plan to buy.
7. Toe ............- ................................................ must analyse
the company's training budgets by
Work in pairs. Practise the
dialogue in Exercise 2.
Pay attentíon to the
expressions in colour.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION 1
O4
Matc h the words in A to their definitions in B.
e
6 Circle the correct response.
1. Were all the members of the team present?
a. No. Not everyone agreed with the plan.
b . Yes. Everyone was there.
2. Did you discuss ways to increase the selec tion of
A
1. task
2. objective
5. major
3. focus
7. pros and cons
6 . training
4. clarify
B
suppliers we can use?
a. Yes. Everyone ag;reed that they don't offer
a good service.
b. Yes. We're going to request quotes from more
of them In future.
3. Can we add a point to the agenda to discuss
..... a. goal, purpose
how to attract more customers?
-··- b. teaching
a. Yes. We need to work out how to get more
people into our shops.
...... c. advantages and disadvantages
...... d . concentrate
...... e. make sure something is c lear
...... f. importan!, main
____ g. a job for someone to do
O 5 ◄>)
ss Circle the correct answer. Then listen and
check your answers.
1. An action point is something that someone ...
after a meeting.
a. does
b. understands
2. To analyse an issue, you ....
a. study it carefully
b. write about it
a. probably won't have much effect
b. will probably have a big effect
4. After the expansion of a product line, it is ....
b. smaller
5. When you are prepared for something, you ....
a. need sorne training
a. No, there weren't. Everyone agreed to try it.
b. No, there weren't. Everyone had lots of ideas.
5 . Did you take notes during the tatk?
a. Yes. 1 handed out a copy to everyone who
was there.
b. Yes. 1 w rote the main points.
6. What is the time trame for this project?
a. lt's pretty short - we only have until the end of
the month.
7. Did they assign anyone to do this project?
a. Yes, they did. The CEO p ul his name on the
contrae! yesterday.
b. Yes, they did. Dean's team is responsible for it.
8. Are there any issues regarding the new marketing
strategy?
a. Yes. l'm afraid that there are sorne problems.
b. are ready for it
6. Under 'Apolog ies' in the minutes, you list the
peoplewho ... .
a. sent a message to say that lhey couldn't
attend
b. had to leave the meeting early
7. When you raise a topic, you want to ... il.
a. cancel
4. Were there any objec tio ns to Kate's plan?
b. We usually start meetings al 10 am.
3. A key decision ....
a. bigger
b. Yes. 1 agree. Let's work out how we can gel
people to spend more.
b. d iscuss
b . Yes. lt's going well.
O l'i•iiiiiiil,&~
Work in pairs. Ask and answer questions with
your partner to complete your minutes from
a team meeting that was set up to plan the
SLUCA 2024 Convention and the SLUCA 2024
Convention programme.
Student A : Turn to page 109.
Student B: Turn to page 123.
Reading
O 1 ◄>)
59 Read the e- mall and Tara 's notes. Find and correct the
mistake that she made in each sentence of her notes.
To: Tara Thomas
From: Gemma Hall
Sub¡ect
Departmental Meeun9
Helio Tara,
l'd llke you to help me get ready for the departmental meeting next week.
Flrstly, please can you create and prlnt out an attendance sheet? There wlll
need to be at least so spaces for people to wrlte thelr names. Everyone
must attend these meetlngs, but l've notlced In the last few that there were
a lot of empty seats. Can you lnclude somethlng In the meeting lnvltatlon
about everyone needlng to slgn tlhe attendance sheet? Hopefully, people
wlll be more llkely to come if they know that there Is a record, and lt will be
useful forme to know who misses the meeting so I can ask them why.
l'm also a llttle worrled that there are people In the department who don't
really know each other. 1thlnk lt would be useful lf people hada chance to
network a bit and talk to people In the department who they don't usually
deal with. So, could you organlse sorne tea, coffee and blscults at the start
of the meeting? The meeting starts at 10.00 am, but I thlnk we should allow
15 minutes at the start ofthe agenda for people to get a beverage and
a blscult and have a qulck chat w'lth colleagues. Then 1'11 start my presentatlon.
l've attached the agenda for the meeting to t hls e-mall. Please put lt lnto t he
meeting lnvltat lon and ask people to e-mall you lf they would llke to add any
other toplcs fo r dlscusslon. Tell tihem that they must tell you by the end of the
day on Frlday. Then l'd llke you to put thelr suggestlons In an e-mail to me by
the end of the day on Monday, so I can see what we mlght lnclude.
l'd llke you to access the room about 15 minutes before the meeting starts
to check that the refreshments have arrlved and to get the laptop and
proJector set up for my presentatlon. 1'11 send you a link to t he slldes when
l've flnlshed checklng them.
1
thlnk t hat's everythlng. Let me know if you have any questions.
Best wlshes,
Gemma
< Notes
A O O - '- 1
= 0 2Read the e-mail again and answer the questions.
DEPARTMENTAL MEETING
To Do:
• Print attendance sheet with 15 spaces for names.
• Tell people about the attendance sheet at the start of
1 . Do employees have a choice about attending
departmental meetings?
---···-·····-·················-·---·...····---···-············
2. What two reasons does Gemma give fer wanting
an attendance sheet ?
t he meeting.
• Organise light refreshments for the end of the meeting.
• Gemma wlll start speaking at 10.00.
• lf anyone wants to add anything to the agenda, they'II
have to let me know by the end of the day on Monday.
• 1will send the slides to Gemma after l've finished
checking them.
3. What does Gemma want people to do before the
meeting?
___
........................,_,................-,..............._.
··-···-·····..·····-·· ..-···..
4. Why does Gamma want Tara to go to the room
early on the day of the meeting?
- - - - · - - -·--·····-····-·····-·..- ···----··--·····..····-··..·--·····
Writing
Speaking
03
Wrlte an e-mall lnvltatlon informing your team of
an upcoming staff meeting.
lnclude:
• the date, time, location, etc.
• the purpose of the meeting.
• a short agenda.
• a deadline by which people need to tell you if
they'd like to add anything to the agenda.
Useful
Language
os
«;:::J Work in pairs.
Student A: You are Mr Johnson's PA at Compuserve.
You receive a phone call from Student B asking to
reschedule Ms Brigman's 9 am meeting with him.
Using the information on paga 110, ask and answer
questions to find a suitable time to reschedule the
meeting.
Student B: You need to reschedule a meeting at
Compuserve between your manager, Ms Brigman,
and Mr Johnson (invent a reason). Phone the
Compuserve offices to reschedule, using the
information on paga 123.
... will be giving a presentation on ....
We will also hear / learn about ... .
We will break for lunch / tea / refreshments at ..•.
lf you would like to add anything to the agenda,
please let me know by .•..
Best wishes,
O
Wrlting Guide, page 133
Listening
486◄>)61
Jake and Stephanie are talking about
the advantages and disadvantages of taking
meeting minutes by hand or taking them using
a computer. Listen to the dlalogue and tick (✓)
the things that they mention.
...... 1. You need to be fast al writing on a keyboard.
...... 2. Your computar might crash.
Listening
•
4 ◄>) 60 Bill and Fiona are talking about
arrangements for an event. Listen to the dialogue
and write T (true) or F (false) next to each
statement. Correct the false sentence s.
...... 1. Bill wants Fiona to organise the event.
·····- ··········- ··········- ················-·····-····-···········-···········-····-···- ··········- --
...... 2. Bill doesn't want people to do any work
during the breaks.
...... 3. Typing minutes on a computar means you have
less work to do after the meeting.
...... 4. Sorne people don't like the sound of someone
typing in a meeting.
...... 5. With handwritten notes, you can show
connections and importan! information easily.
...... 6. lt can be difficult to write fast enough by hand.
...... 7. 11 might be difficult to understand your notes if
your handwriting isn't good.
...... 8. You can check your spelling while you write if
you use a computar.
...... 3. The venue needs to be close to the office.
...... 9. Check that your laptop won 't run out of battery
during the meeting .
...... 4. The training is going to take place on
7th November.
......10. You might get distracted by notifications on your
computar.
...... 5. Bill is expecting 25 people to attend the training.
...... 6. In addition to lunch, there will be two breaks.
...... 7. They will need to be able to display information
for the attendees.
Speaking
0 7 «;:::J
Work in pairs. Ask and answer quest ions with
your partner to complete the minutes for a team
meeting that was held to organise a works ho p •
Student A: Use the minutes on page 11O.
Student B: Use the minutes on page 124.
...... 8. Fiona will need to decide which venue they
willuse.
etting Started: Vocabulary (page 148) )
1 ◄>) 62 Read the e-man. Answer the questions.
To c.dansonCtheharnngtonagency nett
F,om leefongOosa.hk.nett
Subject lnternat10nal Marketing ~r111Ces Exh1b1t10n
Dear Mr Danson,
One Step Ahead would like to [nvite you to exhibit at One
Step Ahead - Marketing Solutions 2024 in Hong Kong. This
award-winnlng event is definitely the biggest international
marketing services exhibition in the world.
The exhibition attracts businesspeople from a wide variety
of fields. It's a chance for them to gather and learn about
the latest marketing trends. A major reason for its success
is that we invite only top companies to exhibit there. And
this is why we would like you to get involved.
Details: Dates: 2nd-Sth February, 2024
1. What is the exhibition about?
2. When is the exhibition?
___
..........·-····..··········....................-....-..............._...
3. Where is it?
..............................._
4. What two things do people need to do if they want
to participate?
5. What is the latest date that they can tell One Step
Ahead if they want to participate?
Location: Agoda Convention Centre, Hong Kong
Oeposit: fSOO
I.f you want to take this opporrunity to raise your
company's lnternatlonal profile, follow the link and fill in
the regjstration form. You will then be asked to pay your
deposit to secure your place.
6. What should people do íf they want more information?
You have until 15th December, 2023 to sign up, but
places are going fast, so the sooner you book, the better.
3 ◄>) 63 Put the words into the correct order to form
·- - - - - -·- - - - ......................
lfong@osa.superglobe.net
sentences from the dialogue in Exercise 2. Then
listen to the dialogue again and check your
answers.
Thank you for your attention, and I look forward to seeing
1. need / with / We'II / the company slogan /
rf you have any questions, yolll can contact me at:
you in Hong Kong next year.
a big banner
Lee Fong
O 2 ◄>)
2. going /are/ feature / on the tablets / we / to / What / ?
63 Two employees of a, marketing company,
Sue and Jack, are planning their company's
booth at the exhlbition. Listen to the dialogue and
write T (true) or F (fal se) next to each statement.
...... 1. They have a long time before the exhibition.
...... 2. They need to give someone instructions about
what to include in their booth.
...... 3 . The company recently changad its slogan and
logo.
...... 4. They want to show sorne examples of their work
3. of / hard copies / as well / need /
the prornotional material / We' II / to / display
____
.....................................................................-........
4. sorne / for / ask / Let's / racks
5. have /do / we / What / could / is/ a display board /
instead
on tablets.
...... 5. They're only going to use digital materials to tell
people about their company.
6 . o f / to / offer / think / want / what / We'II /
giveaways / w e / to / need
-·- 6. Jack suggests showing an example of how they
OOOOO
..o•••-••••-•••-••••- - - -•..00000,-••••-•••••..•••-•Ho-•••..••••••-••••-••••-••••-•••oM
have used social media to promote a company.
OOO•O-OOOO-•oOO-OoO•••••••- •••••••••••-••••-•••••••••••••••••.. •ooooOOO- - - - -·•••-••••-•••••-
' 1 '
- - - --r
How many reasons can you think '
of far why people and companíes
attend business exhibítions?
o Your Turn
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
06
W orking with Vo cabulary
Co mplete the sentences with the w ord s and
phrases below.
( IC/ IS ) VOCABULARY PRESENTATION 1
48 4
Matc h th e words below to the items in the pictures.
award-winning • field • hard copy • sample
video clip
.P. 1. booth
...... 5. business card
1. We should pul this .............- ............................. on our
YouTube c hannel.
·-.. 2. banner
._.. 3 . logo
_.... 6. slogan
2. There are a lot of visitors here who work in the
_ .. 4 . pamphlet
..........._............................... of logistics.
...... 7. d isplay board
3. We should ask each designar to send in a
...... 8. rack
............................................. of their work so we can gel
an idea of how good they are.
4. They are very proud of their ....... _ .._.. _ __
design - it was Car of the Year 2022.
5. Having the exhibition programme on an app
is convenient, but I always like to have a
............................................. as well to take notes on.
8
O7
Replace the words and phrases in bo ld with the
correct w ord below.
profile • display • gather • deposit • feature • variety
1. We want the design of the booth to include
something to attract visitors ...................-....-....-...·-
2. The range of compa nies that this exhibition
attracts - from accountancy firms to 1T specialists is what makes it so special. .............................................
3. We get together once a month to discuss the lates!
trends. .............................................
4. Appearing in the news has definitely increased our
leve! of attention..........- ...............- ..............
5 . We have paid a sum of money to reserve a booth
at the exhibition . ......- ...- ..........- .................
6. 1think we should show sorne images to make the
booth look more attractive.....- ................- .................
48 5
O 8 ◄>)
~ >) 64 Circle the correct answe r. Then listen and
check your answers.
1. We need to design a brochure / hard copy that
shows people how our services can help them.
2. lt's always a good idea to have sorne giveaways /
deposits with your company name on them, like
pens or USB sticks.
3. Let's exhibit / gather sorne of our products in our
booth so that people can see what they actually
look like.
65 An exhibit manager is talking on the phone to
a client. Listen to the conversatlon a nd number
(1-5) the items in the order they a re discussed.
...... a. how big Global Bookstore's booth is going to be
...... b. the number of parking places required for
Global Bookstore
...... c. the type of books published by Global Bookstore
...... d. an invitation to phone with queslions or other
requirements
...... e. the d istance from the traln station to the exhibition
4. The curren! trend / field is for sustainable
products.
5. Our video c lips / specifications were for a booth
with two screens and two display boards.
6. Our comm ercials / p rofiles on !he radio and
television have definitely helped us to gel our
company name better known.
7. Our promotional material / booths mus! talk
about the high quality of our products.
8. We should display / sign up for this exhibition it could help us gel a lot of new customers.
Work in pairs. You both work for a mobile phone
company. You need to prepare a proposal for
what to include at the booth that your company
will be setting up at an exhibition.
Discuss the following and decide on three ideas:
• display boards
• product demonstrations and samples
• videos
• brochures and leaftets
• free gifts
t , ietting Started: Vocabu /ary (page @
1 "4>) 66 Read the webpage. Write T (true), F (false) or OS (doesn't say) next to each statement.
···- 1. Making small talk can help your
company succeed.
···- 2. Small talk can help you to win friends
as well as business.
Making Small Talk at Business Events
...... 3. Small talk can help you learn about a
Small talk is an importa nt skill in t he world of business. By making
small talk at a business event, you can find out if a compa ny is
well-established and if it has got t he potential to become a va lued
customer. We are always looki ng fo r ways to increase the company's
business. The followi ng ideas can help you use small talk to help
achieve every company's goal: increase business.
person, but not about lhe place where
he / she works.
..._ 4. Small talk is useful for identifying
business.es that might want to buy
from your company.
·- 5. You shouldn't ask someone q uestions
about his / her job.
Hi, my name is ... . I re present ....
Pleasure to meet you.
...... 6. Asking for their opinion of the event
What do you do at ... ?
What department do you wo rk in?
..._ 7. One posslble topic is to ask about
you are at is one way to begin talking
tosomeone.
where they do business.
That's a rapid ly-growing field.
The market is very st rong at t he mome nt.
What challe nges are you facing in your area?
...... 8. During thle conversation, you should
get the person to agree to do business
with you.
...... 9. You should listen to the o ther person,
but it's more importan! that you get
him / her to listen to you by being
interesting.
Do you serve the domestic or
international market?
Do you sell to t he EU?
......1O. When you are listening to someone,
you should remain completely silent.
Can I give you my busi ness ca rd?
I'll give you a call next week.
A successful con versatio n is as much about listening as it is a bou t
ta lking. Ask interesting and t houghtful quest ions to make the
conversation flow. Show inte rest by focusing on t he person you' re
ta lking to, use body la ngu age like nodding your head and maki ng
eye contact, and add hmm a nd uh-huh at app ropriate moment s.
In different cultures, business
people greet each other differently.
For example, sorne shake hands,
sorne kiss and sorne bow.
02
"4>) 67 Two visitors at an exhibition (A and B) are maklng small talk.
Listen to the dialogue and fHI in the missing words.
A: Hi, l'm Linda Robinson. represent Cosr,ic
Impon & Expon.
B: '- ......- .................................... to meet you. l'm Jake
West from Smart Homes. We produce home
automation systems
A: lt's a pleasure to meet you, Jake. 've read that
home automation 1s a ap1dly-growing field.
What do you do at Smart Homes?
B: l'm the 2 ............................................. Manager. We're
looking for new vendors.
A: 1see. Wh1ch l"'ld kets do you serve?
B: Currently, we only serve the 3 .............................................
rnarket, but we're hoping to 4 .............................................
the European market.
A: The European ma1 Ket 1s very strong right now.
B: Yes, we're looking forward to expanding our
'· .............- .......................- ... 1here. There's a lot of potential.
A: Why don't we exch;mge business cards? l'd
like to send you soma 8· .......- ................................... about
Cosmic lmport & Export. Hopeíully, we can do
business together.
8: Great. 1'11 be happy to have a look at it.
0 3circle the correct answer.
Read the dialogue in Exercise 2 again and
C9 6
A
1. Jake's / Linda's company makes home
automation systems.
1. We hope to increas.e our business
2. Before you entera market,
2. Linda Robinson thinks that the types of products
made by Smart Homes a re becoming more and
more expensive / popular.
o
3. Making small talk is one ot the skills
4. A valued customer
3. Jake wants to find people interested in
developing / selling his products.
5. 1'11 give you a call so
4. Jake's company sells its products in
many countries / one country.
7. We exchanged business cards
5. Jake's company plans to start / stop doing
business in Europe.
..... a. you need to succeed in business.
6. Linda wants to give Jake sorne details about
her company / the European market.
...... c. is virtual reality - we are seeing it more and more.
6. An example of a rapidly·growing field
B
...... b . we can set a meeting soon.
...... d. during a coffee break at the convention.
...... e. by developing new products .
Work in pairs. Practise the dialogue
in Exercise 2. Pay atte ntion to the
expressions in colour.
Working with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4
Match A t o B to form sentences.
..... f. is importan! for your business.
...... g. you must find out about your competitors.
C9 7
Write the words and phrases below next to the
correct definition.
body language • make eye contact • nod
represent • thoughtful • vender
1. act or speak officially for someone ................................- ..........
Tick (✓) the logical sentences.
2. move your head up and down to signal agreement
...... 1. When you show interest in what someone
is saying, you let the person know you are
listening.
3. communication by rrnovement, not words
...... 2. A company with a lot of potential will probably
be successful.
4. look at someone directly while they look directly
at you .......- ............... .................
...... 3. A well-established business is generally a new
business.
5. showing that you have considered something
carefully ............................................
.... 4. You might need more workers if you expand
6. a b usiness that sells products ..........- ................·-······.....
your business.
...... 5. lf the market for a product is strong, lhere are
a lot of customers who want it.
...... 6. When you make small talk, you may discuss
a serious family problem.
•..• 7. When a conversation flows, there are many
moments of silence.
...... 8. People want to achieve their goals.
O 5 r;:>
Work in pairs. Explain why the sentences
you didn't tick in Exercise 4 are not logical.
o YourTurn
Work in pairs. Imagine you are a
businessperson at an exhibition. Make small
talk with another businessperson.
Student A: You are the Marketing Manager at
H Toys. You are standing next to your company's
booth .
Student B: You are the Purchasing Manager at
Cole Department Stores.
Follow the flow c hart on page 11O and act
out the conversation.
F
•
Worlcbook, page 20
Getting Started: Vocabu/ary (page 149) )
◄>) 68 Read the e-man abo ut travel arr angem ents.
Circle the correct answer.
To: JI Robetts
From: Ron Edwards
Su:,jeet: Tnp to Beljing
Car renta! agencies c lassify cars according to
manual or automatic and according to size.
Different agencies cl assify cars differently:
small: compact / economy
medium: intermediate/ mid-sized / full-sized
standard large: luxury / premium
HelloJill,
l've made all the arrangements for your trip to Beijing with Adam.
1'11 quickly run through your itinerary here.
1 have booked two business class return tickets on direct flights.
Outbound flight:
Flight number TA 145 from London, Heathrow, to BCIA (Beijing
Capital lnternational Airport). Departure is on Sunday, 3rd March,
at 3.30 pm. Arrival is on Monday, 4th March, al 8.30 am, local lime.
lnbound flight:
Flight number TA 132 from BCIA to London, Heathrow. The flight
takes o ff on Sunday, 10th March, at 11.00 am and lands at
Heathrow on 1oth March at 3.30 pm.
The air1Ine will send each of you a comfinnatíon e-mail with your
e-ticket withln 48 hours. Let me know if you don't receive ít.
l've also organised the rental of an intermediate car (automatic)
for you r trip. The car will be waiting for you al Check Cars at the
airport (their office is near the taxi ran'k). At the end of your trip,
you drop off the car there, too. lnsurance and unlimited mlleage
are included. You will gel an e-mail with your car rental voucher
soon. You will need to show that and your driving licence when
you colleot the car. lt's only a short drive to your hotel.
lf you need me to do anything else, please let me know.
◄>) 69 An administrativ·e assistant is talking to
a representative at an airline's call centre.
Listen to the dialogue and complete the sentences.
Use the prompts in brackets to help you.
1. The original booking was for ............................................. .
(date)
2. The original flight number was SA _............. _ __
(number)
3. Leo Hunter wants to fly from London to
............................................. (place)
4 . There is no charge to change a flexible ticket as
long as it is less lh8f1 _ ................- ...................... hours
befare the !light. (number)
5. The only seats on 21 st July are in .............................................
c lass. (type of ticket)
6. The new flight leaves London at .....- ....- ...- ....- ..........- .... .
(time)
7. Leo Hunter's seat is ............................- ........... A. (number)
8. Online check-in is ......................- .................... hours before
the flight. (number)
Thanks,
Ron
◄>) 69 Listen to the dialogue again a nd complete
the sentences.
Jill . ...
1 . is going on a business trip with Adam / Ron
2 . will / won't need to changa planes
3. leaves the UK on Monday / Sunday In the morning /
afternoon
4. will spood seven / ten days in China
5. will come home on fllght TA132 / TA145
6. will have an eleotronic / a paper ticket
7 . is going to d rive / take a taxi from the airport in Beijing
8. will / won't have to pay extra if she does a lot of driving
1. 1made a ................................- .......... online for our CEO for
20th July.
2. May I have the ............................................. name and flight
number, please?
3. l'm afraid business c lass is fully ........................................... .
4. 1can offer him a seat in economy class o r place
him on the ................ .................- ........ list.
5. The direct !light on 22nd July has been
6. The check-in desk ............................................. two hours
before the flight.
7. He can check in ............................................ 24 hours before
his Oight.
Go online and find out how much it costs for
a business class ticket from Heathrow Airport
to Beijing Capital lnternational Airport,
returning one week later. Find out how much
Work in pairs. Writ,e a dialogue similar to the
one in Exercise 2 111sing the expressions from
it costs to hire a car for that time.
Exercise 3. Practise your new dialogue.
YourTurn
W orking with Vocabulary
e
8 Complete the sentences w ith the words and
( IC/IS ) VOCABULARY PRESENTATION
04
Match A to B to form expressions related to
travel.
A
1. boarding
2. direct
3. driving
4. seat
5. taxi
O5
1. We collected our ...........- ............................... at the airport
and d rove straight to the coast.
B
2. 1prefer driving to being a ................- ...- .......... _...... .
3. We can ...- ....................................... our car at the airport
..... a. assignment
..... b. flight
before we fly home.
..... c. licence
4. lt's good that ...........................- ............... is included in the
price, as we have a lot of driving to dol
.... d. rank
5. You must get ,.."'.............,,."'.....,,,....,,...,.. when you hire
..... e. p ass
a car in case you have an accident.
Write three sentences using sorne of the
expressions from Exercise 4.
...................................................................
-
___
-
........................................................ ......... ........
O6
O 9 ◄>)
...............................................
11 Dave is talking on the phone to a clerk at
a car rental agency. Listen to the conversatlon
and fill in the invoice,.
- - - ................................
lnvoice #103692
Complete the sentences with the pairs of words
below.
cancelled / delayed • e ..ticket / voucher
fully booked / waiting list • lands / takes off
one .. way / return • outbound / inbound
stopover / vía
1. A ............................................ ticket takes you somewhere,
but a .._................- ..................... ticket takes you there and
back.
2. When your plana leaves the airport, it
............................................. . When you arrive at your
destination, it ............................................. .
3. lf your journey includes a ............................................. in
Dubai, for example, it means that you are flying
......................- ...... ........... Dubai.
4. You get an .............- ................- ......... when you book
a flight and a ............................................. w hen you book
a renta! car.
5 . An ......................... ___ flight takes you to your
destination and an _..........- ... - ..............- .... flíght brings
you home.
6. lf your flight is .....- ................- ................. , it is late. lf it is
............................................. , it isn't going to leave at all.
e
phrases below.
drop off • insurance • passenger • rental car
unlimited mileage
7. lf a flight is ............................................. , you can ask to be
put on the ........................................- ..
Name of Customer: Dave Banks
Type of car:
•·
compact
intenmediate
luxury
Pick u ·
....- ............................_
Time: 10.30 am
Place:
Drop off: Date:
e.. . . . . . . . . . . . . . . . . . . .':':"
~.1
Time: • .....................-.... ..... .... Place: r.1s.-................._............................................
Number of drivers: 6..... ......- .................- ...........
Payment method:
cash
cheque
n
7
• ["'
[1 credit card
Price for car renta!: a. .. .....................................
Extras:
.. .... ...... .... .
Total:
.............................................
(ES per day)
'
1
What are the advantages and
, ,
disadvantages of hiring a car or using
public transport when travelling abroad?
Work in pairs.
7 ◄,) 10 Circle the correct answers to complete
Student A: You work at a car renta! agency.
the text. Listen and check your answers.
Student B: You are at the airport and you
need to hire a car.
lf you want to travel by p lana. first, you need to '· check in /
make a reservation. Toen the air1ine will send you a
2• confirmation e ..mail / gate. This will tell you what your
3. !light information board / itinerary is. This will include what
time your !light leaves (your • check..in desk / departure time)
and what time it gets to its destination (your 5· arrival time /
excess baggage). You can 6' check in / make a reservation
online oral the 7· check.. in desk / departure time at the
alrport. lf your bags are very heavy, you may have to pay an
extra oharge for 8 · arrival time / excess baggage. You have to
watch the 9 • flight information board / itinerary to see wh ich
,o. confirmation e .. mail / gate your !light leaves from.
Follow the flow chart on page 110 and act
out the conversation.
O
Getting Started: Vocabu /ary (page @
C9 2
O 1 ◄>of) requirements thatfora manager
a hotel. Look at the list
has written for
12 Read the advert
an upcoming business tllip. Copy the words
from the advert that show the hotel can satisfy
these requirements.
The company needs three executive suites with
single occupancy for tour nights in September.
lts budget for these hotel reservations is
€1 ,800. Is the hotel in the advert suitable?
-····-··----·"'- ·""·-·"---····-··········-·..·-···..······- ···..·····---··-·- - -
C93◄>)73
The Financia! Director's personal assistant,
Ross (A), is talking to a reservations clerk at
a hotel (B). Complete the dialogue with the
words below. Then listen to the dialogue ªnd
check your answers.
FIVE STAR HOTEL
assistance • January • night • seats • dates
quotes
A: Hello, l'm calling from BH lmport & Export. We're
checking out different hoteIs for a business
trip from 17th till 19th of 1• ........ .................................... .
8 : How many people are we talking about?
A: A party of 12, and we'd like 12 executive suites.
8 : Let me check our vacancias. Yes, we've got 12
executive suites for single occupancy on those
SPECIAL BUSINESS DEAL
Our facilities will moke your business trip
o comfortoble ond successfuf experlence.
WHAT DO WE OFFER OUR GUESTS?
• o centrol locohon
• 275 luxurious executive sulles
• rooms equipped wilh h1gh-speed Wi-Fi
• severo! conference rooms for presentotions ond meetings
• room service 24 hours o doy
• tronsfer to ond from lhe oirport
• business cenlre ror printing
• filness cenlre, sw,mmlng pool ond spo
• lhree reslouronts offering local ond intemotionol cuisme
prepored by top chefs
2.
A: Good. What a. e your rates?
8: lt's L150 per 3 ............................................ for each room,
hall board. Would you like me to book the rooms?
A: Not yet. First. l'd like to get •· ......................- ....... .......
from another two or three hotels.
8: 1understand, sir.
A: l'd a.so like to know if we can book a pnvate
room for the 2 of us at the hote restaurant
for business dinners on both evenings.
8: Yes, you can. Our Tulip Room s.-........._ ............... - ...- ....
12. lt's véry élegant, with a pléásant atmosphéré
for business dinners.
RATES PER NIGHT
Low seoson
(Jonuory-April)
High seoson
(Moy-December)
• Ali suites non•smoklng
A: What type of cu1sine do you serve?
8 : We serve Chinese, Japanese and Thai food.
Our head chef is from Thailand.
A: Lovety. Thank you for your 8 · _ _ _ .......- ...- ...- • •
C9 4
Read the dialogue in Exercise 3 again.
Write T (true), F (false) or OS (doesn 't say)
next to each statement.
..... 1. This is the first hotel Ross has called.
Company's Requirements:
Wewant ....
1. to be in the middle of Hong Kong
2. a fast Internet connection in our rooms
3. to be able to hold meetings
4. to be able to create hard copies of docurnents
5. exercise facilities
...... 2. Ross is helping to organise a party.
..... 3. The hotel has enough rooms available.
..... 4. The total cost per person is L150.
..... 5. Ross books 12 rooms at the hotel.
..... 6. Toe people from 8H lmport & Export won't
have time to go out for dinner.
..... 7. The hotel restaurant serves Asian food.
l•i•iiii,hl,K:J
1
Wo"' ;, pa;,s. Pra<tise the o;alog,e ;, Exen,;se 3 .
Pay attention to the expressions in colour.
1
W orking with Vocabulary
e
standard single • low executive
luxury double half • hígh
( IC/IS ) VOCABULARY PRESENTATJON
O5
1. A business centre will probably have .. . .
c . a spa
2. An ........._................- .............. suite is a room in a hotel
b. a photocopier
usually used by businesspeople.
2. Hotel facilities may include a ... .
a. bar
3. A ......- .................................... room is for one person and
a ............................................. room is for two people.
4. A ............................................. suite in a hotel is more
elegant than a .......... _............................ room.
c . waiter
b. laundry service
3. A chef ....
a. creates recipes
c . serves meals
b. prepares food
4 . lf a guest orders room service, the guest
maywant a ... .
a. different room
c. meal
b. drink
5. A fitness centre has often got ....
a. exercise equipment c . a swimming pool
b. a kitchen
O6
full
1. lf we go on holiday during .......- ................- ..............
season, it'II be more expensive than during
............................................. season.
Circle the TWO correct answers.
a. computers
7 Complete the sentences with the words below.
e
Match the words in A to the definitions in B.
A
1. luxurious
5. bill
2. party
6. non-smoking
3 . cuisine
7. vacancy
4. tip
8. transfer
B
5. lf you choose ............................................. board at
a hotel, you get three meals a day. lf you choose
............................................. board, you get breakfast and
lunch or dinner.
8 Complete the sentences with words from
Exercises 5, 6 and 7.
1. "1'11 be staying at the hotel alone, so l'd like to
book a .... _ _ _ _ ........... ," said Brian to the
reservations clerk.
2 . "There are always more vacancles during
...........- ............................... ," thé hótél manager saíd.
3. "My kitchen prepares lndian ............................................. ,"
explained the head ............................................. .
4 . "We'd like to book a table at the restaurant this
evening. We're a .....- .......... - ........................ of ten,"
said Sandra.
5. "We're ready to go. Can you please bring us
our ............................................. ?" Sharon asked the
............................................. at the restaurant.
...... a. a style of cooking
...... b. very comfortable, elegant or enjoyable
...... c. M available room
...... d. cigarettes aren't allowed
Work in pairs .
...... e. a document that says how much you have to pay
Student A: You are arranging a business trip
...... f. transport from the airport to your hotel
...... g. a group of people doing something together
...... h. extra money paid to thank a person for
giving a service
1- -Find out more~
Think of three countries that you would like to visit.
Go online and find out about giving tips in those
countries. Who should you tip? How much?
Sorne words have gol more than one meaning,
like tip and party.
Read this he/pful tip.
Don't forget to /eave the waiter a tip.
l'm having a birthday party.
/'d like to book a table for a party of 20.
How do you say each of these words in your language?
for two members of the senior management
team. They have sorne specific requests, so
you decide to call the Jenson Hotel, as you
can't find ali of the information you need on its
website. Use the information on page 111 . Can
they afford to stay there on their budget?
Student B: You are a reservations clerl< at the
Jenson Hotel. Use the reservations form to ask
questions and the information on page 124 to
answer the customer's questions. Complete
the reservations form.
Reading
O 1 ◄>)
74 Read the e-mall. Circ le the correct answer.
To· emdy.JacksonOsoff,tech.nett
From. ph1l1ppa.rankin~ff1tech.nett
SubJect. Exh1bi1JOn 2023
Hello Emlly,
1hope that you are well.
1know we stlll have two mont'hs befare the exhlbltion. but I think we need
to start thlnklng about how to get the most out of lt.
lt's very lmportant that we get the deslgn of our booth rlght. Could you do sorne
research lnto companles that can help us wlth thls? As a startlng polnt. you could
spe.ak to Jeremy, as I know he used a company to help hlm with a booth last year.
1thlnk the standard slze of a booth at the exhlbltlon Is about three metres by three
metres, so we'll probably need two next to each other. so that we can connect them
and have one that Is slx metres by three metres. That wlll mean that we can have sorne
really large display boards to attract vlsltors. Another reasorn I would llke a large booth
Is so that we can have a comfortable seatlng area. People are more llkely to spend
longer at our booth if they can slt down and have a cup of tea or coffee. Let's try to
get them to come to our booth lnstead of golng to the café - and then we can slt wlth
them and start talklng. Could you also get sorne quotes for sorne free glfts that we can
glve away? 1was thlnklng pens, pen drlves. notebooks. etc. wlth the company logo on.
We also need to have tablets set up, so that potentlal customers can try out sorne
of the latest software that we have produced. 1thlnk we'll get a lot more lnterest lf
people get the opportunlty to see how good our products are.
The Deslgn department has created the promotlonal materia Is. They are on the
Intranet In the 'Exhlbltlon 2023' folder. Can you get sorne quotes for how much lt wlll
cost to get these prlnted? There are two leaflets and a broch ure. 1thlnk we'll need
about 200 copies of each of tlhem.
Thanks and let me know lf you have any questlons.
Phlllppa
1. The exhibition is in .. . .
a. July
b. August
c. September
2. Philippa wants Emity to ....
a. design the booth
b. find out about booth design companies
c. hire a booth design oompany
3. Jeremy was involved in organising a booth in ....
a. 2021
b. 2022
c. 2023
4. Philippa wants ....
a. one smaller booth
b. two booths together
c. two separata booths
5. Philippa wants comfortable seats because ....
a. she thinks they will encourage people to stay
longar at the booth
b. she wants to be able to sit down with a cup of
tea or coffee
c. there lsn't a café al the exhibition
6. Sorne of the things that Philippa wants to give to
visitors to the booth are ....
a. notebooks, pens and pen drives
b. pens, pen drives and software
c. software, tea and coffee
7. Philippa wants Emily to find out the cost of . .. .
a. designing the promotional material
b. getting their promotional material uploaded to
the Internet
c. printing the prornotional material
Review 5
Speaking
Writing
4D 2
Wrlte an e-mail telling employees at the
company where you work about an exhibition
you are going to attend.
O4 ~
Work in1pairs. You are at a business
exhibition. Read about your role and then have
a conversation wilh your partner.
Student A: You work in Procurement - finding
products to sen - for a chain of sports shops. You are
looking for products to add to your ranga. You want
tracksuits, swimsuits, football boots and trainers.
Your company doesn't sen the cheapest brands - only
middle to top of the ranga. Your shop sells clothing for
men and women.
lnclude:
• wtlat the exhlbition is called and what it is about.
• wtlen and where it will take place.
• wtlat people can expect to see there.
• wtly you thlnk employees will flnd the exhibition
interesting or helpful with their work.
Student B: You work in Sales and Marketing for
a company that makes trainers. You have sorne
new designs. You have samples at your booth. Your
products are for sale at a price in the middle of the
ranga. You have designs for men and women.
• a contact name and number for further enquiries.
Useful
Language
Come and participate In ... .
Yo u are invlted to attend ... .
The exhibition will take place from ... to ....
Listening
O 5 ◄>)76
The exhibition will take place at ... .
lt will feature ....
The exhibition attracts ... .
The event will be of interest to ....
The exhibition offers professionals the
opportunlty to ... .
For more information, contact ... .
• Writing Guide, page 134
A manager is talking toan office
administrator. Listen to the dialogue and an swer
the questions.
1. When is Alex travelling for work?
2. What makes the hotel a good place for people
who need to work?
····-···········-····----···..···-····--·····-····-··········-··- - - - 3. What optíons are there lf you want to do sorne
exercise?
,, ........,_,,,.............. ...................,
_____
-
____
4. Why did Kelty book a table at the hotel restaurant?
Listening
4D3◄>)
5. What cuisine does the hotel restaurant serve?
75 Two people start talking at a business
exhibltion. Listen to the dialogue and write
T (true), F (false) or DS (doesn't say) next to
each statement.
...... 1. Steve thinks the exhibition is good .
...... 2. Steve's company needs to start using
accounting software because the number of
clients they have has increased .
6. Why is Alex unable to relax?
___
7. How much does a room cost?
......................., _,
.................................,_.,
,,._,,
___
8. Is the cost of a room more or less than what Alex
expected?
...... 3. Account Pro has been on the market for a long
time.
•.... 4. Account Pro can help companies to cut costs.
...... 5. Leonora works ín IT.
A
...... 6. Right Amount Solutions is working on a versíon W
of Account Pro for France.
..... 7. Steve can see how Account Pro works at
Right Amount Solutions' booth.
•.... 8. Steve wants to buy Account Pro.
Speaking
6 ~ Work in pairs.
Student A: You are a Manager.
Student B: You are an Office Administrator.
Follow the flow chart on page 111 and act out
the conversation.
Getting Started: Vocabulary (page 150)
1 ◄>) 11 Read the page from the company Intranet. Complete the sentences with the numbers below.
•
O: How much annual leave does an employee receive?
A: Employees who work a five-day week receíve 28 days· paid annual leave.
Q: How do employees submit a request for annual leave?
A: Employees must submit their request in the holiday tracking system. lf
requestíng 10 or more days of leave, employees must gíve 14 days' notice.
Q: Can the employer refuse to give leave?
A: The employer may restrict when leave can be taken, for example, at
certain busy periods but can't refuse to let workers take any leave at ali.
O: Can an employee carry over leave from year to year?
A: f an employee has not taken the amount of annual leave
he/ she is entitled to, the employee will be able to carry
over a maximum of five days to the fohowíng year.
Q: Does the employee have to provide a doctor's note to the
employer for sick leave?
A: An employee who is on s1ck leave for seven consecutive
days or more must provide a síck note signed by
a doctor.
O: Can an employee take leave for a sick child?
A: Employees are entitled to three days of unpa1d
leave to attend to personal malters.
2 ◄>) 78 Peter, the HR Director, is talking to Carrie,
a new Administrative Assistant in the HR
department. Li sten to the dialogue and circle the
correct answer.
1 . Ganrie is going to explain clocking in and out to
sorne new starters today / tomorrow.
2. Ganrie has already read all / sorne of the
regulations.
3. There are no / sorne situations where employees
are allowed to swipe their co-workers' cards.
4 . Employees occasionally / often swipe each
olher's cards.
O3
one two three four five
1. An employee is entitled to ._..............................- .........
weeks of annual leave.
2. An employee rnust tell the company
___ ........................ weeks in advance if he / she
wants to take a holiday of 1O days or more.
3. An employee can save up to - - -..- ...- ...- ....
days of his / her leave from one year and use
lt the following year.
4. An employee must bring a sick note if he / she
is off worl< for .................................. week or more.
5. An employee can take up to .......- ................._...............
days of unpald leave to do thlngs like looking
after a sick child.
'
Which is more important for '
you: a high salary or good
working conditions? Why?
,
1
'
Replace the words and phrases in bold with
the correct word or phrase below.
anrive careless • co-worker's • employee's
leave • notify very importan!
1 . 1should instruct them to clock in when they enter
the building and clock out when they exit the
building. ............- .................- .....................- .......................- .....
2. They must never, under any circumstances, swipe
a colleague's card for him / her! ....- ......................................
3. We need to know each worker's worl< hours.
4. They rnvst tell secvrity immeoiately.
5. lf employees lose or forget their card, they must tell
their manager / security straightaway.
6. People have used a card that they found to come
into the offices on one / more than one occasion.
A phrasal verb ís a verb that is followed by
one or more particles. The meaning of the
phrasal verb is different from the meaning of
the verb alone.
You cannot carry over leave from year to year.
Let 's go over the regulations.
5. That doesn't mean they can be irresponsible with
their card ........................_....................
6. Security is vital here.................................._.........
YourTurn
Work in paírs. Use the sentences from
Exercise 3 to write a dialogue similar
to the one in Exercise 2. Practise your
new dialogue.
W orking with Vocabulary
O7
A
1. lf you want to take more than 1O consecutive days
2. You must submit a request through the holiday
tracking system
3. According to our company's regulations,
( IC/IS ) VOCABULARY PRESEN TATION
O4
Tick (✓) the sentences that use the words and
phrases in bold correctly.
•.... 1. A parMime employee works more hours than
a fu ll-time employee.
...... 2. A busy period is a time when there isn't much
work.
..... 3. Your co-workers are the people that you
workwith.
4. Did your line manager approve your request for
leave
5. You are entitled to take up to five days of unpaid
leave
B
.... 4. Employees go to work during their annual leave.
•.... a. if you want to take time off for any reason.
..... 5. lf you take a week of 1Unpaid leave, you will not
gel a salary for that week.
..... 6 . An employee clocks in when she arrives al work
and clocks out when she leaves work.
..... b. or did she reject it?
O 5 i;::>
6 ◄ ~ 79 e
t th
- - d"
•th th
d
ompI e e e mini- •~1ogues w,
e wor 5
and phrases below. Then hsten and check your
answers.
>
O 8 Complete the sentences w ith words and phrases
from Exercises 4 6 and 7.
'
1. 1didn't swipe my card this morning because the
............................................. wasn't working.
2. lt's a very ............................................. in the warehouse
right now. We need you to work ... .........................................
this week.
sick note • maternity leave • refuse • restrict
swipe your card paternity leave card reader
overtime • sick leave
1. A: Do you often work ............ _.......................- ...................... ?
8: Yes, 1usually stay an extra hour.
2. A: Alicia is having a baby In the spring.
8: When is she going on ....- ......................- ............................. ?
3. A: John was ill last week. He was on
............................................................... for tour days.
8: Did he bring a ...............................................- ........... from
his doctor?
4. A: How do you clock in?
8: You ......................................................- .... through the
.................................. _......................... . lt's next to the
reception desk.
5. A: The company can't ..........................................................
to give you holiday leave!
B: That's true, but it can ............................................................
when you can take holiday leave.
6. A: How much _ _ _
- - -· does
a man get when his child is born?
8: In this country. it's eight weeks.
•.... c. to attend to personal matters .
...... d. of annual leave, you have to give one month's
notice.
...... e. you can carry over nine days of annual leave
from year to year.
Work in pairs. Explaín why the sentences
you didn't tick in Exercise 4 are wrong.
O
Match A to B to form sentences.
3. Are we entitled to ...- ...................................... any sick days
from one year to the next?
4. Can the manager ..........- ...- ...........- ...- ...... to let me take
next week off work?
5. 1submitted a request to take time off. 1hope my line
manager doesn't ............................................ my request.
6. 1get 28 days of ·---·-..........- ..................... in my new job.
1 think 1' 11 start planning sorne exciting trips!
O 9 ◄>) so
Listen to a conversatlon between a company's
Shipping Manager and one of his employees.
Circle the correct answer.
1. Ruby would like to take a one•month / two •week
holiday.
2. Ruby submits her request less than / more than
a month in advance.
3. There is / isn't a lot of work at the company
right now.
4. From next month, Anne / Daniel isn't going to
work at the company any more.
5 . Mr Jones approves / rejects Ruby's request.
YourTurn
Work in pairs. You both work for a car parts
manufacturer.
Student A: You want to take sorne leave. Turn to
page 112. Explain your request to your manager.
Student B: You are Student P:s line manager. Turn to
page 125 and use the information to help you explain
why you will or won't let Student A take his / her leave.
•
o
Getting Started: Vocab u/ary (page ~
1 ◄>) s1 Read the page from a company's Intranet.
Sorne businesses use a security company
to keep their office and employees safe.
Go online and find ·three services that
security companies provide for companies.
Write T (true), F (false) Oli' OS (doesn't say).
■ Security Tips
Access: Ali employees should have entry cards. The business
should control which areas on its premises each card can
access. Allow total access to as few employees as possible.
2 ◄>) sz The Head of Security (A) is explaining
security procedures to a new employee (B).
Listen to the dialogue and fill in the missing
words.
Reception: AII visitors should be received by a receptionist and
asked politely about the purpose of their visit. Do not leave the
reception area unattended at any time.
A: As you see, we've got contactless fingerprint
scanners instead of card readers. Just hold your
finger over the scanner to open a door
CCTV Surveillance System : lnstall a security camera system to
monitor and record people entering and leaving the office.
B: OK. That's good. 1don't have to worry about
forgetting my entry card.
A: Exactly! Now let's go over security in your office.
Here's the 1• ..................- ................ - ..... to your pedestal.
B: Thank you.
A: We have a ·clean desk pohcy, so al the end of
the day, pul everything - your 2 .......- ................- ................
aria any papers, etc. - into the pedestal and lock
it. During the day, keep any valuables ocked 1n
your pPdesta,, but we don't recommend leaving1
personal belongings in the 3. ... _........................................
overnight.
B: Sure. 1'11 take my own things • .........- ...........................
with me.
A: lf you leave your 5 ............................................. , even tor
a moment, reMember to lock your coMputer
screen.
B: In case l'm working on anything confidential?
A: That's right. And you should <ilways ,og off your
compute when you leave at the end of the day.
Alarm System: lnstall a good alarm system that will alert the
auth orities if there is a break-in.
Lighting: lnstall adequate lighting around car parks, doors into
the building, staircases and corridors.
Comput,ers: lnvest in anti-virus software and
firewalls to protect computers from viruses
and hacking, and keep them updated.
Confidential Documents: Make sure confidential
documents are locked in a secure place. They
should be shredded when no longer needed.
Training: Make sure your employees are trained to use
security equipment and follow procedures. lnstruct them to
tell a security guard if they see any unfamiliar people acting
suspiciously. For their own safety, they must never challenge
people themselves or question them about what they are doing.
o
...... 1. Ali employees must be able to enter all areas of
the business premises.
...... 2. Visitors must wait for an employee to accompany
them within the premises.
,.. _ 3. Toe CCTV surveillance system helps to keep
track of who comes to the premises.
...... 4. Toe alarm system will notify the authorities if
someone enters the building illegally.
.._ 5. There is no need for lighting outside the building.
...... 6. Anti-virus software should be updated at least
everyyear.
...... 7. Confidential documents must only be shredded
on company premisas.
..._ 8. lf employees see someooe who should not be in
the building, they should ask them to leave.
O3
Read the dialogue in Exercise 2 again. Answer
the questions.
1. Why don't employees have to remember an entry
card?
2. What can employees leave on the desk at the end
of the day?
...........·-·····..··---..·······..·········..···...,_............................,_.,,...., ....
3. Where should employees keep things like their
wallets and phones while they are at work?
4. What do the employees need to take away with
them at the end of every day?
5. Why do employees need to lock their computar
screens when they leave their desks?
........... _...._,,,,- ....·-··- - - - · - - -··..·····-···....... _,,,_,,,,_
A security camera is also called
a CCTV = closed circuit television.
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
Working with Vocabulary
6 p
Work in pairs. Explain what the difference
is between the sentences in each of the pairs
you didn't tick in Exercise 5.
( IC/ IS ) VOCABULARY PRESENTATION
O4
Matc h the words in A
to their definitions in B.
7 Complete the mini-dialogues w ith the words
below.
A
1. software
6. monitor
2. install
3. security camera
7. premises
8 . suspiciously
4. viruses
9. protect
security guard • lock safety question • key
surveillance system • personal belongings
1. A: Can you ............................................. the door, please?
B: No. 1haven't gol a .............- ........ _ __
2. A: Did you .. _........................................ the employeas in
your department about the missing items?
5, hacking
B: Yes, but nobody saw anyone acting
suspiciously that day.
3. A: Do you think my ... .......- ............ ............. will be sale
here?
B: Yes. Nobody can gel in without an entry card ,
and there's a ............................................. at the entranoe.
4. A: How do you ensure your employees'
B
...... a. accessing a computer networl< illegally
...... b. keep safe
...... c. programs that damage computers
...... d. programs used by computers
...... e. watch something over sorne time
...... l . a company's buildings and land
...... g. put a computer program on a compute,
...... h. in a way that appears to be dishonest or illegal
...... i. a machine that records what it sees in order to
keep a building sale
The field of technology often adds '
new meanings to existing words:
'
virus • mouse • windlow • bug • surf
What are their original meanings and
new meanings? Can you think of any
more words líke this?
O5
(✓)
Tick
the pairs of sentences with similar
meaning.
...... 1. a. Employees must accompany their visitors
on company premíses.
b. Employees must offer assistance to visitors
on company premises.
...... 2. a. Toe receptionist left the receptíon desk
unattended.
b. There was no one al the reception desk.
...... 3. a. Those men are unfamiliar to me.
b. 1 recognise !hose men.
..... 4. a. We need better anti-virus software.
b. We need a better program to protect our
ITsystem.
..... 5. a. Toe alarm system tells the police when
there's a break-in.
b. Toe alarm system alerts the police when
someone accesses the premisas illegally.
.....................................- ..... ?
B: We installed an excellent ............................................. that
lets us monitor the entire building .
o
8 The words in bold ar,e in the wrong sentences.
Write them next to the correct sentences.
1. You should lock your security cameras in the
cupboard ..............................................
2. The security guards alert the company premisas.
3. Severa! keys have damaged my computer.
---····-···-·..,·..,,...
4. There are two firewalls pointing at the entrance
ol the building....... ........... _....... ...... ...
5. You should install these viruses on your computar
lor salety purposes. ............................................
6. Does the alarm system question the police when
there's a break-in? .......- .................- .........- ...
7. Where are the valuables to the conference room
and the stockroom? ................- ................- .......
8. There's an unfamiliar man walking around the
lobby. A security guard should protect him .
YourTurn
Work in pairs.
Student A: Turn to page 112.
Student B: Turn to page 125.
Ask and answer questions to complete
the notes and compare work regu lations
at your workplace with your partner's
workplace. What is the same? What is
different? Where would you prefer to work?
Worlcbook, page 24
Getting Started: Vocabulary (page 151)
◄>) 83 Read the e-mall. Complete the sentences
with words from the e-mail.
New message
To: <customer_serv,ce_repr=ntativM>
From: Tom Legan
Subiect. Custome< Sat,sfact,on
To all Customer Servlce Representatives,
Lately, I have received complaint:s from customers who
were dissatisfied with our service. l'd like to remind you
that customer service affects our company's reputation,
and in the long run, this will affect our ability to attract
clíents. Therefore, we must keep our customers satisfied.
Here are a few reminders of how to deal with enquiries
or complaints:
l. Greet each customer in a friendly manner. Treat the
customer respectfully.
2. Listen carefully and ask questions to understand the
customer's needs.
3. Apologise when necessary. Don't argue with the
customer and always speak calmly.
4. Try to think of a solution that satisfies the customer.
Depending on the situation, offer a refund,
replacement or gift.
s. Assure the customer that you
wlll solve hls or her problem.
Use phrases like '1'11 see what
can be done' and 'I will keep
you updated'.
6. Keep promises and follow up to
check that problems are solved.
Tom Logan
Head of Customer Service
2 ◄>) 84 The Head of Customer Service is speaking
with Cathy, a Customer Service Representative.
Listen to the dialogue and tic k (✓) the correct
sentence endings. There is always more than one
correct answer.
1. Customers complained that Cathy ....
....• a. didn't allow them to explain their problems
...... b. dic:ln't transfer their calls properly
...... c. interrupted them
...... d. argued with them
2. Cathy explained to her supervisor that ....
..... a. she is always pollte
...... b. there was a lot of work
...... c. she was tired
...... d. she isn't happy at work
3. Ms Butler tells Cathy ....
...... a. she needs to work harder
...... b. they are satisfied with most of her work
...... c sometimes customers are rude
...... d. she can never be rude
When dealing with customer complaints,
try to put yourself irn the customers' place.
The customers need to feel you're on their
side and that you empathise with them.
Have you ever stopped using a company becausé
you received poor service? What happened?
3 ◄>) 85 Matc h A to B to form sentences from the
dialogue. Listen and check your answers.
1. Customers are unhappy with the ............·-···- ..···•..·······-·
they received from the company.
2. Tom Logan is worried that 1f the company gets a bad
.................................... , it wlll make less money.
3. lt's important to be .... ............... ................. and behave
................. .... ................. . to customers.
4. Ask the customer questions to find out what his / her
····- ··-···············-··········- are.
5. You must never ........... ........................ with the customer.
6. Find a ... . .............................. for the problem that will
please the customer.
7. Contact customers again later to .......................-····-····-··
that everything is OK.
A
1. l'm afraid there have been sorne
2. He complained about
3. That's no
4. You were very impatient
5. You must handle
B
...... a.excuse.
..... b. and you interrupted her.
...... c. not getting a chance to explain his problem.
_.... d. complaints from customers about you.
•.... e. customer complaints professionally.
l'i•i•ii•••••«::JI
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Pr.actise your new dialogue.
'
O6
Working with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4
argue • enquiries • reputation • keep a promise
treat • in the long run • salve • assure
1
Tick (..') the sentences that relate to good
customer service.
...... 1 . The customers are satisfied with the seNice
they receive.
...... 2. The reps are often rude to customers.
..._ 3. The reps respond calmly to customers'
1. That company has gol a bad ................................- ..........
because of its poor customer service.
2. You musttn't ....._................_.................. with customers.
Stay calm and professional.
3. There have been many ......................_..._.............. this week
about our new XY20 phone. People want to k now
complaints.
when it'II be in the market.
...... 4 . The reps are usually impatient.
...... 5. The reps always speak respectfully to
4. We must .................·- ················-··· all our customers with
respect and always speak politely.
the customers.
O5
Use the words and phrases below to complete
the sentences.
5. The directors had to cut a lot of jobs, but
...... 6 . The reps always greet customers politely.
...........- ....- ................_..... , it was the only way to save
the company.
Match the words in A to their definitions in B.
6. Did you .........................................._ the customer that she
would gel the delivery by Tuesday?
A
1. remind
5. deal w ith
2. refund
6. dissatisfied
3. replacement
7. exhausted
4. manner
8. apologise
8
...... a. the way something is done
...... b. very tlred
...... c. substitution
7. lt isn't always easy to ............................................. problems.
but we always find a way to keep our customers
happy.
8. You mustt always ....·-······.........._.................. that you make
to a customer.
0 1◄>)86
Two Customer Service Representatives at
Lloyds' Office Equipment rec eive c omplaints
on the phone. Listen to the conversatlons and
complete the forms below.
...... d. cause someone to remember
..._ e. handle
Complaint received by: Matt Jenkins
...... f. say you're sorry
Customer's name: Mrs Jackson
...... g. unhappy
...... h. money that a company gives back to
acustomer
Company name:
Lake Tours
Description of complaint
• - -- -········..·········•........................._..........................................
Action taken:
b ..................................- .............................................................................................
•
Complaint received by: Jade McAr thur
Customer's name: Brian Harris
Company name:
Harford College
Description of complaint:
Action taken:
d
Student A: You are a Customer Servioe Representativa at
Uoyds' Office Equipment .
Student B: You work for AII Adds Up Aocountancy Lid. You're
phoning Uoyds' Office Equipment to complain because you
ordered five packs of paper and ten packs of writing pads, but
you received ten packs of paper and five packs of writing pacts.
Follow the flow chart on page 112 and act out the
conversation. Then swap roles and inventa new scenario.
49
O
Getting Started: Vocab u/ary (page
@
1 ◄>) 87 Read the e -mall. Answer the questions.
To: Ms Pholips
From: Ellen GIi
Subject: HOliday complaint
Dear Ms Phillips,
Following our telephOne conversation yesterday, 1am writing
to give details of my complaint about my family's holiday al
Sun Hotel in Rhodes from 9th to 16th July 2023.
We booked the hOliday through SunTours alter seeing it
on your website. l'm afraid the hotel was not at ali like it
was presentad in the onhne brochure. Although the hotel
is supposed to be a four•star accommodation, the rooms
were small and uncomfortable. The air condilíoner was very
old and made a noise. The curtains in one of the rooms
were torn! In addition, there were problems with the hot
water and the rooms smelled of cigarette smoke. Moreover,
there was a problem with the swimming pool, so it was
closed because of a technical problem they couldn't solve.
1feel that we are due a full refund for this holiday, and 1
also inslst Of'1 receiving compensation as we were anvery
disappointed. The hOtel was very different from how it was
described on the website, and it certainly failed to meet our
expectations.
I IOOk forward to hearing
from you within the next
twoweeks.
Yours slncerely,
Ellen Gill
C9 2 ◄>)
88 The Director of Customer Service (A) is
discussing a complaint with a customer (B).
Complete the dialogue with the words below.
Then listen to the dla1ogue and check your
answers.
asslst • goods • manager • may • soon
A: Helio, Stradford Antique Company, Amy Kim
speaking. How '- ............................................. 1 help you?
B: Helio, this is Mikhail Romanov from Moscow
Antiques. 1m af aid l've gol ca very se ·Ious
con plaml. That's why I asked to be transferred
toyou.
A: 1see. Whnt is the ma ter, Mr Romanov?
B: AII the 2 ..............._ ................ _ ........ you sent us are broken!
1 think the container must have been dropped.
Th1s w,11 Iave serious co Isequences for our
business.
A: apologise most sincerely, Mr Romanov. 1
will talk to the 3 ............................................ of the Export
Department, Mr Ciar!<, to see how we can
• ......................................._... you.
B: You have insurance. don't you?
A: Yes, of course. lt sounds like we'II have to make
a claim. Don' t worry. As you know, we va.ue you
as a custome and l'm su ·e we'I fi, d a way to
compensate you ror the Incorwe'1Ience
B: 1hope so. l look forward to hearing from you very
5.
A: l'I be n touch ,..,,11- you, Mr Romanov,
in the next few hours.
3 Read the dialogue in Exercise 2 again
and complete the complaint form.
Com lamt Form
Str adford Anti que Company
Customer's name:
1
............ - .........................- ..........- ...................... - ... .
We use connectors of addition such as moreover,
furthermore, in addWon andas we/1 as when
introducing more similar ideas.
In addition, there were problems with the hot water.
Complaint re ceived by: 3 .......... _ _ _ _ ...................................
1. Why does Ellen Gill write the letter'?
Action taken· 5 ......- .........·- ··· -..........- ••- ....- ...- ................- •••_ ...........
Customer's company: 2 ...........................................................................
Oescription of complaint • ....................................................................
- - -······-················· ..················-···········..··-··········-···
2. Why was she dissatisfied with the rooms?
Find five reasons in her e·mail.
a................................................._...................................... _ __
1
b ...............................................................................................................
c . ................- ......................-..........- .......................- ...···--d . ..............................................................................................................
e................................................................................................................
3. What other problem was there at the hotel?
Find out more~·'
Find examples of complaints against companies
online. How effective do you think these
complaints are? Cid the company respond? lf so,
what do you think of its response?
---·······-····-·····-····-·················-··········-···--··········-····
4. What is Ellen Gill requesting from SunTours?
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
W orking with Vocabulary
91
( IC/ IS ) VOCABULARY PRESENTATION 1
04
Matc h each of the sentence beginnings in A to
two of the phrases in B to form logical sentences.
A
...... ...... 1. The dress
...... ...... 2. The printer
............ 3. The milk
B
a. makes a noise.
b. is torn.
c. isn't fresh.
d. has got a hole in it.
Complete the sentences w ith the words below.
at our expense • failed to meet • faulty part
insists on • repaír • supposed to
1. Al! of the shirts are torn. There's no way to
...........- ................................................. them.
2. The machina doesn't work because it's got
a ................................- ................._..._.. .
3. We will ship the goods .......................................... - ..................
instead of charging lthe client.
4. The customer ......................................._..................... getting
a refund, not a replacement.
5. We were .................·- - -- ·..········· receive the order
yesterday, but it nevar arrived.
6. These products ....................................................·-·····- our
requirements.
e. tastes bad.
f. is missing a part.
O5
Write each word or phrase below next to its
definition.
defect • be in touch • inconvenience
overcharge • under warranty
1 . ....................... _................... : have contact
2. ....................... - ................... : is guaranteed
3 . ............................................. : something wrong
Work in pairs.
Student A: You are a customer calling the
Director o f Customer Service of Techno Toys
to make a complaint. Turn to page 112 and give
the necessary details.
Student B: You are the Director of Customer
Service of Techno Toys. Turn to page 125. Ask
questions to fil! in the complaint form and suggest
a solution to the problem.
4 . ......................._................ _ : ask for too much money
5 . .... _..................................._ : difficu lty caused
O6
The words and phrases in bold a re in the wrong
sentences. Write them next to the correct
sentences.
1. This is 901ng to have serious expectations unless
we solve this problem today. _................ - .......................
2. The curtains that I ordered from you arrived,
but they're d ue - 1can' t sell any of them.
BO
•
Worlcbook, page 26
3. They said their compensation was competitive,
but I thought their products were really expensive.
4. You w ill need to credit your account on your
insurance . ............................................
5. We were torn w ith the quality of the shoes. They
weren't as good as we'd expected . .............................................
6, 1had hoped that this new software would sotve all
of our problems. Unfortunately, my consequences
were unrealis tically high . .............................................
7. In my opinion, the service we received was
disappointed. 11 wasn 't bad, but it wasn'I very
good either.....................................- ......
8. We will make a claim w ith the amount you
were overcharged. ............- ..............................
9. 1 think we deserve sorne pricing for all the
problems that we've had.. _.........................................
tO. Since the goods you sent were damaged,
we are satisfac tory a ful! refund, in my
opinion. ......................................·- ···
•
Reading
49 1 ◄>)89
Read the e-mall. Write T (true) or F (false) next t o each statement.
To All STAFF
From Graham Hardcastle
Subt«t
New securíty measures
Dear ali,
As you know, last saturday nlght, théré was a bréak-ln at our offltes and some tomputér eQulpmént
was taken. There have also been other lncldents In the last two months where people who shouldn't
be here have come lnto the building durlng the day. Whlle none of these people caused any problems,
we thlnk that we need to lmprove securlty for the building. 1would llke to take thls opportunlty to
explaln sorne of t he new measures.
At each of the entrances, t here wlll now be a securlty guard anda card reader. You wlll ali have a card
t hat you wlll have to swlpe In order to get lnto the building. We wlll send out t he cards next week.
We wlll also be lmproving the surveillance system. This wlll include more securlty cameras, whlch
wlll allow us to monitor most areas of the building. There wlll also be a more effectlve alarm
system, beca use our current one failed to alert the pollee durlng the break-In.
In addltlon to protectlng the premises more effectlvely, we also want to lmprove our cyber
securlty. Hacklng Is a real threat to buslnesses llke ours, so the IT Department Is worklng
to ldentlfy the best firewall and anti-virus software for us to use. 1wlll keep you updated
about thls process.
And, of course, we want to keep you ali safe. For thls reason, we wlll be lnstalllng better
llghtlng outslde the building. lf anyone would llke a securlty guard to accompany them to
t he car park, Just ask - 1know that people don't always feel safe t here lfthey are returnlng
to thelr car, especlally late In t he evenlng.
lf you have any questlons .about any of thls, please don't hesita te to contact me.
Best wlshes,
Graham Hardcastle
Head of Securlty
...... 1 . Sorne people carne into the building in the
daytirne and stole sorne things.
...... 2. Employees won't be able to enter lhe building
if they don'! swipe lheir card.
...... 3. Toe ernployees already have their cards.
Writing
O 2 Wrlte an e-mall of complalnt about
something you bought that was faulty.
lnclude:
• the reason you are writlng the e-mail
• the ítem you purchased
• where and when you bought it
• what is wrong with it
• the action you expect to be taken /
the compensation you expect
G
Wrltlng Guld e, page 135
..... 4. There are currently sorne seourity cameras in the
building.
..... 5. They are worried about people íllegally accessing their
cornputer systern.
..... 6. Security guards will rnake sure ernployees gel to their
vehicles safely if they want thern to.
Useful
-Language
1am writing with regard to ... .
1wish to complain about ... .
The invoice / order number is ....
Unfortunately, the ... was missing a .. _/ is faulty /
broken / torn.
Please send me / us a replacement immediately.
This has caused me / us great inconve nience.
1feel that you should offer us some form of compe nsation.
Please look into the matter as soon as possible.
l look forward to hearing from you.
Review 6
Listening
Listening
4D 3 .,.,,
90 A staff member of Human Resources
at a company is talking to a group of new
employees. Listen to the talk and answer the
questions.
_______
1. What appears on the employees' cards?
.........,_,,,...,.
2. Who do you lnform if you lose or forget your
card?
___
............................................................................
.......................
3. Why is it important that you give a temporary card
back?
4D 5
.,.,)91 A customer is talking to Sam, a Customer
Service Representative. Listen to the dlalogue
and complete Sam's notes.
1. Problems· ..........................- .............. .........................- ...- ..........
2. Order number: ............................................
3. ltems ordered and quantity:
..... dresses
....• shirts
....• pairs of trousers
4. Customer's request: ................_...................._.................................
5. Next step· ...........................- ...········- ···..·..········...................
6. Follow-up call in: ..............................................................................
4. What two reasons does the speaker glve for why
leave might be refused?
5. How much notioe would you have to give if you
wanted to take 12 days off in a row?
6. What two factors does the speaker mention that
will affect how much leave someone gets each
year?
7. When do you have to get a letter from your doctor
confirming that you were 111?
····- ······························- ·····-······························-··- - - · · · ····················
Speaking
4D 4 p
Work in pairs.
Student A: You are welcoming a new employee to
the company where you work. Turn to paga 112 and
answer Student B's questions.
Student B: You are a new employee. Turn to
page 125 and ask Student A questions.
Speaking
0 6p
Work in pairs.
Student A: You are the Head of Customer Service.
You need to speak to Student B, a Customer Servlce
Representative, about the way he / she talks to
customers. Tum to page 112.
Student B: You are a Custorner Service Representativa.
Listen to the Head of Customer Service's complaints
about your worl<. Turn to paga 125. Use the points
provided and add your own Ideas to explain why these
things happened.
Getting Started: Vocabulary (pa,ge 152)
1 ◄>) 92 Read the artlcle. Write T (true), F (false) or DS (doesn't say) next to
the sentences.
When you launch a new product, you want to get as much of the market share as possible. This
is why it is imporlilnt to know exad ly what your customers want when developing a product.
One good way of getting a lot of data is to send out questionnalres, but this might not give you
the lnsights you need to lnterpret the data. Although market research lnterviews eon take a lot of
time to conduet, they allow you to real/y find out what your customers thlnk and what they want.
The stages of planning market research interviews:
A. What is the purpose of your survey ? What lnformation
do you want to find out? This determines who you wi/1
interview and what questions you wi/1 ask them.
D. Start with general questions befare becoming
more specific. Don't inffuence the interviewee with
the way you ask the question. For example, ask,
'What Is your oplnion of fast food?' not 'Do you
agree that fast food Is bad?'
B. You must interview the right type of people to get the
information you need. You must a/so ask yourself how
many people you will need to ínterview.
E. Befare condueting your interviews on your
target population, test your questíonnaire on
c. There are different intervíewing methods. Examine the
a sma/1 group of people to check if there are any
problems.
advantages and disadvantages of each method befare
you decide on the most suitable one for your purposes.
-···· 1. lnterviewing customers is more useful than
questionnaires.
·-··· 4. You should choose the type of interview you
want to do.
...... 2. The most importan! step is to decide on the
objective of your survey.
·-··· 5. The type of question doesn't affect the answer.
...... 6. When you practise your lnterviews, you should
take notes.
-··- 3. lt doesn't really matter who you interview.
e
2 ◄>) 93 Jim and Janice are discussing how to do
o
3 ◄>) 94 Put the words into the correct order to form
market research for a new product. Listen to the
dlalogue and circle the correct option.
sentences from the dialogue. Then listen and check
your answers.
1. The company has already launched /
hasn't launched its product.
1. to / need / We / that / something / that people /
make sure / actually want / we're selling / .
2. The company is going to make something that
people can use In the bathroom / kitchen.
2. we /personal/ Perhaps / conduct / interviews / should / .
3. The market researchers have d one sorne /
haven't done any market research before now.
3. survey / telephone / is / A / cheaper / faster / and / .
4. Janice doesn't like the idea of a telephone survey
because people often don't answer the phone /
they won't be able to show their product.
4. more/ able / be / We'II /to / people / reach / .
---- - - -··········-····-·····--···-··..······-····-····-····- ··········-
5. Jim thinks that sending out marketing e-mails
won't give a good impr,e ssion of their business /
costs a lot of money.
5. about / e-mail / How / an / survey / ?
6. Janice agrees / doesn't agree that a web survey
is a good idea.
6. could / to / We / a / link / video / include / a/ .
7. web / the / to / method / is / Perhaps /a/ best /
survey / conduct / .
A simple definition of marketing is:
Putting the right product in the right
place, at the right price, at the right time.
o
Work in pairs. Use the sentences from
Exercise 2 to write a dialogue simílar to the
one in Exercise 1. Practise your new dialogue.
W orking with Vocabulary
O7
A
( IC/IS ) VOCABULARY PRESENTATION
O4
1. You conduct a survey
Tick (✓) the sentences that use the words in
bold correctly.
2. When you interpret data,
3. A sales analysis
4. Your target population
5. A company's market share is
•.... 1. The environmental impact of a car will
influence a person's decision to buy one.
...... 2. Could you test the new system to see if it
6. Am ethod
works correctly?
B
•..• 3. We need to find out sorne of the data that we
...... a. how many products it sells in comparison with
its competitors .
have gathered.
.... 4. We can't sen a prototype in the shops.
...... b . to collect information from many people.
..... 5. The interviews gave us a lot of insights into
...... c. is the group of people who you think may buy
your product.
customer requirements, so we still don't
understand what they need.
...... d. examines how well products have sold .
..... 6. 1saw the new software in action - it looked
very easy to use.
...... e. is a way of doing something.
.... 7. They have cancelled the project, so they want
us to go ahead with it.
...... 8 . We should show a demo so that people
Match A to B to form sentences.
...... f. you decide what it means.
O 8 ◄>)
96 Listen to a telephone survey and complete
the survey form w ith the intervíewee's answers.
understand how it works.
4D 5 ~ Work in pairs. E.xplain why the sentences
O 6 ◄>)
you didn't tick in Exercise 4 are incorrect.
95 Complete the sente:nces w ith the words
below. Then listen and check your answers.
1. How often do you eat cereal bars?
D every day
O 4-5 times a week
O 2-3 times a week
determine brand focus group buying habits
interested in questíonnaire • factor
interviewee • market research
2 . What type of cereal bars do you prefer?
O chocolate O nut O other ...................................
O honey
O fruit
1. We'II sell this product to people who are
......................................................... sport.
2. When l'm choosing which materials to buy, the
3 . What factors are i mportant to you when
choosing a cereal bar?
[J size O packaging [1 number of calories
O price [1 brand
most importan! ..........................................- ...- ...... is the
price.
3 . We need to changa peo,ple's
............................................................... and persuade them to
get more from local shops.
4 . How much would you pay for a single cereal
bar?
O up to f1 .00 O f1 .01-f1.SO O f1 .51-f2 .00
O more than f2 .00
4. How many people should we ask to fill in the
.........- ,......................................... ?
5. 1usually buy this ...........................- ........................... of
5. Are you loyal to certain food brands?
O yes O no
coffee because it's my favourite.
___ -
6. 1have a lis! of q uestions that I want to ask each
....... .......................-.... .
6. Age: . ..,-..........
9. Our ...............................- ............................ used different
methods to discover exactly what customers are
looking for.
7. O male
O female
8 . Employment O student
D part-time job
7. How can we ...- .....................- .................- ........... which
information is the most importan!?
8. We conducted a .......... _ _ _ _ _ _ ......... for
people to discuss what they want from a washing
machine.
O once a week O never
C less than once a week
ri full-time job
e unemployed
A
W
Work in pairs.
Student A: You work for a company that makes
chocolate bars. Turn to page 113 and ask
Student B the market research questions. Then
answer your partner's questions.
Student B: You work for a company that makes
fizzy drinks. Answer your partner's questions.
Then iurn io paga 126 and ask Siudent A the
market research questions.
C,Getting Started: Vocabu /ary (page @
O 2 ◄>)
98 A cashier in a computer shop (A) is talking
to a customer (B). Listen to the dialogue and
choose the correct number.
O 1 ◄>)
97 Read the e- mail. Ticlk (✓) the things that
Ethan Graham mentions.
A: Helio, sir. Ah, the AX50 laptop - that's a really
popular choice. So, that is ' f:615 1 f:650, please.
We've got a speciul oher on our full 2· one• /
three-year warranty at the moment. Would you
like to ta1<e advantage of that?
To: <al_employees>
From: Ethan Graham
Subjecl; Te.wn meei.,g
B: What does it include?
Dear ali,
l'm happy to announce that we've
reached the last stages in the development
of our new electric car - the NNT Miní. Bethany's
marketing team will be responsibl'e for planning our
marketing strategies.
A: Here at Premium PCs, we spec,alíse in
rep ..mng computers, so if anything goes wrong
wilh yours, we will fi:x il within 3· tour / five days.
B: What etse?
A: You also gel 24/7 technical support with anything
Bethany's team will meet with Owen's production team
on .5th July at 10.00 am for a brainstorming session. The
following issues will be discussed at the meeting. Please
come prepared with your thought.s and ideas.
• What is the USP of our vehicle in comparison to our
competitors' vehícles?
• Who are our prospective customers? Is protecting the
environment the main reason an electric car appeals to
them?
• What is the size of the market? How will we increase the
demand for our product?
• What marketing techniques will be most effective?
• Hlow can we prepare an original marketing campalgn?
What kind of promotions will attract consumers to our
product? What public relations events should we plan
and in which c ities?
• Will selling an electric car improve our company's image?
Ethan Graham
that you're trying to do, from sending an e-mail
to downloading software. And when you're ready
to replace your computar, we'II dispose of it in an
environmentally friendly way and make sure your
data is sale. And not only that, we' a,so give
you •· 10% 120% oH your next computar.
B: OK. That sounds quite good. How much does
the warranty cost?
A: You I ae all this for on 1y $. r115 I f:150. That's
E:60 off the usual price, so it's great value.
B: Do I have to decide now?
A: No, bu this olfer 1s only valid till the 8· 6th I
16th of this month.
B: Well, the 24n support would be useful - 1often
need sorne help. OK, you've persuaded me!
A: Excellent. You won t regret it.
Marketing Director
...... 1. how to develop a new vehicle that uses
'-
electricity instead of petrol
Go online and find out about point-of-sale
marketing. What does it involve?
..._ 2. w hat makes their new electric vehicle different
from similar products made by other companies
...... 3. w hat kind of people míght want to use the new
electric vehicfe
,._, 4. what the benefits to the planet are of this type of
car
Find oufinc>re ji;,""
O3
Read the dialogue in Exercise 2 again. Write
T (true), F (false) or DS (doesn't say) next to
each statement.
...... 5. w hat c hangas need to be made to the vehicle to
attract more customers
...... 1. Few people have bought an AX50 laptop.
..._ 6. how to make more people want the product
...... 3. The support is only for things that go wrong
with the computer.
...... 7. analysing the technology used in the
development of the product
...... 8. the best marketing methods for this product
...... 2. Premium PCs are experts at fixing computers .
...... 4. Premium PCs recycles old computers .
...... 9 . how to make their promotion of the vehicle
unique
...... 5. You don't have to worry about people
accessing your information when Premium
PCs gets rid of your old computar.
...... 1O. how to encourage places to use the vehicle in
their public transport system
...... 6. The customer has a lot of problems w ith his
old computar.
short for unique seJ/ing point. A USP
s what makes your product different or better
han the competitor's similar product.
Work in pairs. Practise the dialogue in Exercise 2.
Pay attentíon to the expressions in colour.
_,J
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION 1
4D4
Match the words and phrases in A to their
definitions in B.
O6p
O7
Work in pairs. Explain why the sentences
you didn't tick in Exercise 5 are different.
Circle the correct answer.
1. A company's image refers to what its office
building looks like I people think it.
2. Giving money to charity I Ralsing the CEO's
sa/aryis good for pu blic relations.
º'
A
1. consumer
2. competitor
3. persuade
4. marketing strategy
3. One example of p romotion is conducting a
survey I giving a free sampte.
4. When you regret something, you are happy I
sorry about it.
5. prospective customer
B
..... a. convinoe
.... b. someone who might buy something in the
futura
..... c. a person who buys goods
.... d . a company that sells a similar product to yours
Os
O8
Complete the sentences with the words below.
take advantage of stages specialise
in comparison to • marketing campaign
1. Our alarm system has got many USPs
...........- ......................- ...- ................ the competitors' alarm
systems.
...... e. a plan of action for selling products
2. There are a few ............................................... _............. to this
Tick (~) the pairs of sentences with similar
meamng.
3. We are working on a ............................................................. to
...... 1 . a. There's no demand for this product.
b. People are interested in buying it.
4. These companies ... -..............................................- ...... in
producing medical equipment.
...... 2. a. This offer is only valid till May.
5. When you ......................_ .................- .................. something,
project. You can't do it in one step.
b. You can only get this offer till May.
sell our new ranga o f clothes.
you make good use of it.
...... 3. a. The business lunch in this restaurant is good
value.
b. The business lunch is too expensive.
...... 4. a. Our method is effective.
b . Our method works well.
...... 5. a. Our new campaign is completely original.
b . No other company's campaign is like ours.
...... 6 . a. Our products appeal mostly to people aged
between 35 and 55.
b. People aged between 35 and 55 rarely buy
our products.
Work in pairs.
Student A: You work for Feelgood Health Club.
You' re standing outside the gym stopping
passers-by to persuade them to join. Use the
questions and the information on page 113.
Student B: While you are walking past Feelgood
Health Club, Student A stops you to try to
persuade you to join his / her gym. Look at the
flyer that you receive from Student A on page 126.
Answer Student /\s questions and ask for any
information that you want.
•
•
ii!!!
Workbook, page 28
Getting Started: Vocab ulary (page 153) )
◄>)99 Read the cash flow statement. Complete
the sentences with the correct number.
•
..
EMERI,~O:-. CORl'ORA l 10:-.; H ,, 11
UK English and US English write
the date in different ways.
Cosh Flow Stotement (dlrect method)
For the y eo r ending C>ecember 31 , 2023
. . , 31st December, 2023
Ali figures in USO In lhoosoílds. Porenllleses iíldocole negolive volues.
~ December 31, 2023
Revenue (cosh recelved from cuslomers)
Merchondlse lnventory
8,650
(1,225)
Personnel costs
Olher operoting expenses (advertíslng, shipplng)
(2,250)
(2,1 42)
Corporate lncome taxes pold
Nel cosh provlded by operoting¡ octiVilles
(865)
2,168
¡;
Sale of property
Bulldings renovotlon
Purchose of equlpmenl
355
(385)
(225)
Net cosh used In lnvestlng actlvltles
(255)
Shores issued
Poymenl dividends
Repoyment of lang-term loan
150
(1 25)
(945)
lnterest
Net cash used in financlng oclivities
115
(805)
Cosh balance on January 1, 2023
435
1,543
º'
Cosh balance on December 3 1, 2023
- ~------=-f-\
w
I
Why is cash flow so ' '
important for a company?
2 ◄>) 100 Simone, the Financia! Director, and Colín,
the CEO, are discussing their company's
financia! situation. Listen to the dlalogue and
complete the sentences with a word or number
from the dialogue.
1. lt is possible that they won't have enough money
to pay their debts in the next -······....................................
weeks.
2. They need to pay money to their ............................................
next week.
3. They must pay more than C .......... - ................- .............
next week.
4. None of their custorrners are going to pay them
until the end of ............................................. month.
1 . In 2023, Emerkson Corporatlon paid
$............·-··.. - ····..····-·........ for products that it hadn't
5. Colin suggests offe~ing customers
....... ·-······· ·······-····-· ... off their bill íf they pay before
they receive their goods.
6. Simone says that their customers also have
issues with ............................................. .
7. They decide that they will try to get a
sold yet.
2. lt spent $....._.................................... on employee-related
costs.
8. Colin says that he w ill phone someone at the
bank ...............·-·······.........._....... .
3. The company was paid $
··-···-..··...... _ for
selling buildings or land it owned.
4, Emerkson Corporation paid $................ _ ............. - .....
for improving its premisas.
5. lt spent $.................._........................ on new equipment.
6. When the company sold shares, it got
o
Go online and find five examples of personnel
costs and five examples of operating costs.
$........................ ............. .
7. Emerkson Corporatíon paid $....... ..................................... to
shareholders in 2023.
8. In 2023, the company increased the total amount
of cash it had after deductions by
$..................................... ..... .
When the amount of money coming into your
business is more than the amount of money
leaving it, you have a positiva cash flow.
o
3 Replace the words and phrases in colour with
the correct word or phrase below.
discount go bankrupt
waste any time
a loan
survive
2. We won't stay ir busmess if we haven't
got enough cash to pay our suppliers.
3. We could offer them a 1% reductíon in price
if they pay now. ........-.................................................-..
4. Then the only solution is to apply for sorne
rnone~ fro n the bank lhat we w, 11 have to pay
back. ......................................- ......................
5. Call the bank right now. We rnustn't delay.
1. The cash flow statement shows
3. Corporate income tax is money that
4. A successful company often pays high dividends
5. Banks charge interest rates
6. When you waste something. you use it
B
...... a. a company must pay the government.
..... b. to its shareho!ders.
_.... c. on loans.
...... d. to raise money from investors.
...... e. in a careless way•
7 Complete the sentences with the words and
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
Working with Vocabulary
( IC/ !S ) VOCABULARY PRESENTATION
o
A
...... f. the amounts of money being made and spent.
o 1•,.¡.......,,::i
Match the words in A to their definitions in B.
A
Match A to B to form sentences.
2. A company issues shares
1. We might not have enough rnoney to pay
01 r debts. _.................-..... -..................-....-.........
O4
O6
B
1. expense
2. incorne
3. owe
4. survive
...... a. money that is received
5. repayment
...... e. money that is spent
_.... b. have an obligation to pay
...... c. giving money back
...... d. continua to exist
5 Circle the correct answer.
1. Long-term means a large amount of money I
time.
2. A loan is money that you give to I receive from
someone you must pay back.
3. A company's revenue is the money it earns I
spends.
4. The cash balance is the amount of money
left over I owed.
5. When you go out of business, your company
fails I succeeds.
phrases below.
figures • a decrease deductions • gross
an increase net • profitable • purchase
1. l'm an accountant, so I work with ........ _..........- ....-...............
every day. Luckily, l'm good at maths!
2. We made a very large _..........- ................ _........... of electric
vehicles for the company last year.
3. Last year, we saw .._........................................ in turnover
comparad to the previous year: from 1::2.5 million
to 1::3.25 million. But this year, there's been
.... - .... - ...·-..···-·.. -···-..··· · from 1::3.25 million to ~.75 míllioo.
4. My first business investment was extremely
............................................. . 1 only invested $1,000, and
1received $9,000 ayear later!
5. My ·- ·...-...........- ...- ...........-.. salary is $5,000, but my
............................................. salary - the final sum after ali the
........... _ ............................... - ijs only $3,850.
8 -4>) 101 Listen to a radio lntervlew with a business
analyst. Write T (true) or F (false) next to each
statement.
...... 1. Sue has worked in London for over 20 years.
...... 2. Sue says that customers can be responsible for
a company's cash flow problems.
...... 3. The company shouldn't pay staff until the cash
flow problem is solved.
•.... 4. Sue suggests offering to reduce the amount
customers need to pay them if they pay early.
...... 5. One idea Sue has is to make customers pay a:11
the money in advance.
s•,.¡.,.....,«_1-
1
Work in pairs.
Student A: You are a radio host. You are going
to interview a business analyst.
Student B: You are a business analyst.
Follow the flow chart on page 114 to create
an interview similar to the one you listened
to in Exercise 8. lnvent any extra details.
.....·-.......
~
......
,
.............
"",
--
'
••
. .Getting Started: Vocabu /ary (page 1@
o
1 ◄>) 102 Read the balance sheet.
Answer the questions below.
A balance sheet summarises a company's
assets, liabilities and shareholders' equity at
a specific moment in time.
•
Homestead Garden Ud
Balance Sheet
140 Dow Streel, Manches1er
2 ◄>) 103 A p ro spec tive investor (A) is talking to
28th February, 2023
Ali figures in pounds sterting (thousands).
an investment analyst (B) about the possibility
Assets
of investing in a sma lf company. Listen to the
dialogue and circ le the correct answe r.
Current assets
Cash & cash equivalents
55
A: l'm thinking of investing in a ' book I clothes shop.
What should 1 2 ask J check before I decide?
Accounts receivable
195
8 : First of all, the company's balance sheet c"ln be
lnventory
124
Other current assets
25
A: What should I be looking for?
Total cu rrent assets
399
8: Well, for example, lots of inventory and httle
a good mdicato of the business' health.
cash can be a bad sI9n.
Non-current assets
367
Property and equipment
Total assets
766
Li abilities
A: You mean it may have a lot of 3· goods / products
in stock because it hasn't succeeded in selling
them yet?
8 : Exactly. Good business means a good
Current liabilit ies
Accounts payable
47
Accrued expenses
236
lncome taxes payable
142
Other current liabilities
Total current liabilities
448
23
Non-current liabilities
143
Long-term debt
Total liabilities
591
Shareholders' Eq uity
Share capital
125
Retained earnings
so
Total eg uity
Total liabilities and shareholdlers'
eq uit y
A: 1see. And how can I check if the business owes
any money to creditors?
8 : Check the abirties lis ed in the balance
sheet liabilities, for example, include •· taxes /
loans, accounts payable and accrued expenses.
And check what they are owed by their debtors too much could suggest a cash flow problem.
A: And I guess the most 1mpor ant thing is 10
check hat the business' assets are much
greate than its liabiMies
175
766
3 Read the dialogue in Exercise 2 again. Complete
1. How much money do customers owe
Homestead Garden? - ····-···- ·····-···········- ·····-······· ······-····
2. What are Homestead Garden's physicaf assets
worth? ...............·-···-··· · - - - 3. How much money does the company
have to pay in laxes to the government?
4. How much money does the company owe?
5. Did the company pay all the money it made in
dividends? _..._.. _ _ _ _ _ __
mventorv turnover - when merchandise moves
from the warehouse to customers.
8 : 5·0/ course / Absolutely. You want to know its
equity.
o
'
assets = liabilities + shareholders' equity
the sentenc,e s with words from the dialogue.
1. Look at the information in the company 's
...........- ................- ............ to see how well it Is doing.
2. A lot of stock but not much ... - ................ - ................... can
be a sign that the business is having problems
selling products.
3. Check to see how much money the company
........... - ................-............ by looking at its liabilities.
4. The value of what the company owns and the
money it is owed should be a lot higher than its
o Your Turn
Work in pairs. Practise the dialogue
in Exercise 2. Pay attention to the
expressions in colour.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
o
1
4 The words in bold are in the wrong sentences.
Write them next to the correct sentences.
1. lnvesto rs are money that a company owes.
e
6 Complete the sentences with the words below.
current • property • in stock • equivalen!
composition • sign • non-current • own
out of stock • balance sheet
1. An ............................- .............. has gol the same value as
another person or thing.
2. Turnover is goods to be bought and sold.
2. A ............................................. is an indicator of something.
3. Do you ............................................ your office building or
3. Ali the things of value that a company has
4. The ......- .................................... of something is the different
got, such as cash and equipment. are called
liabilities....................................- .......
do you rent it?
elements it's made up of.
5. A company's ............................................. is a good place to
start if you want to see if you should invest in it.
4. Merc handise is the value of the shares issued
by a company and its retained earnings.
6. When items are ............................................ , they are
available for sale, and when they're
..........·-··-·- - -..·· , they are not available for sale.
5 . Assets are people who spend money on
a business in expectation of making a profit.
7. Something that is ....-.........- ...............-···- belongs to
6. Equity is the rata at whic h goods are sold and
the present time, aoo something that is
. ........- .........- ...- ....- ..... doesn't belong only to the
present time.
replaced ata shop.....- ···-· ..... - .................
O5
8 . Our company owns quite a lot of
........... - .......................- ..... : eight office buildings and three
warehouses.
Circ le the correct answer.
1, Atterson Corporation has got , , , of $2 million
that can be reinvested in the company.
a. assets
b . retained earnings
2. You find the ... of a company by subtracting
its liabilities from its assets.
a. debt
b . net worth
3. Our company has got to pay a lot of money in fact, we've got ... of over $1.5 million.
a. accrued expenses
b. share capital
4 . .. . are listed as a company's liabilities.
a. Accounts receivable
b . Accounts payable
5. The company owes money to its ....
a. c reditors
b . debtors
O 7 ◄>)
104 Circ le the correct response. Then listen
and check your answers.
1. What liabilities has your company gol?
a. The main one is accounts payable.
b. The biggest one is accounts receivable.
2. What is the composition of the company's
non-current assets?
a. lts assets are worth $4 million.
b. lt's gol two buildings and 20 industrial bread
machines.
3. Have you got any long-term debt?
a. Yes - our merchandise turnover.
b. Yes - a loan of 60 monthly payments.
4. What are cash equivalents?
a. They're assets that can be changed ínto cash
easily.
b . They're money that isn't included on a balance
sheet.
Work in pairs. You arnd your partner are
investors. You're thi rn king about investing in
a young company that is profitable but has got
a cash flow problem. Ask and answer questions
to complete its financia! state ments. Then
analyse the informatiion and suggest how to
handle its cash flow problem.
Student A: Tum to page 114.
Student B: Turn to page 127.
Reading
O 1 ◄>) 1os
Read the e-mall. Answer t he questions.
New message
____
OP $ i
To: s.g,bbonsOsrvindustries.co.nell
ffom: ¡.smithOsrvindus1ries.co.ne11
Sub¡«1: Cash Flow
Helio Suzanne,
Writing
Sent: Mon 01-08-2023
I hope that you are well, and you had a great holiday.
I've been going over our accounts and I'm afraid that I've got
sorne bad news. Our cash flow situation is looking very bad
indeed. In fact, if we don't do somethíng soon, I'm worried that
we will go bankrupt before the end of the year.
Since we couldn't compete on price, In order to persuade
customers to leave our competitors anid start doing business with
us, we offered them very good payment terms. Unfortunately,
while this helped us to attract customers, the effect for us is
that we are waiting for payment for much too long. In fact,
although we have made around f102,S00 of sales, we are still
waiting for a little over I:45,000 to be paid to us by customers
who have already received delivery of their products. We now
face a situation where we owe our suppliers f47,000. They are
demanding payment, but we don't have the money to pay them.
2 You w ork at a company that makes ready
meals that are sold in supermarkets. You have
carried out sorne market research t o see if you
can learn how to increase your company's sales.
Wrlte a summary of the results and make sorne
suggestions about what products your company
could sell.
1. What is the most important factor for you
when choosing a ready meal?
,................. Other 2%
Our only option at the moment is to go to the bank to ask for
a loan of fS0,000. Our company is profitable and our balance
sheet is healthy - we have plenty of assets and other than the
money we owe to our suppliers, our liabilities are low compared
to our competitors. Hopefully, those factors and the fact that our
accounts receivable figure is high will be enough to convince the
bank to lend us the money.
¡-................ Other 5%
Nospecial
• ...........diet 55%
This recession has hit our industry hard and some of our
debtors are in trouble and could go out of business. The bank
might be worried that sorne of them won't survive long enough
to pay us.
Vegetarían ............
25%
111prepare the financia! statements for the bank and arrange a
meeting to go through them all with you before I contact them.
3. What is your preferred type of ready meal?
¡-................ Other 2%
Sorry - not what you want to hear on your first day back from
holiday.
Best wishes,
Jane
Pizza 30%•······
1. Jane thinks they might go out of business
in one year / next year / within five months.
2. SRV Industries gave its customers free delivery /
4. How many ready meals do you eat per week?
lower prices / a long tíme before they had to pay.
3. SRV Industries' customers ow e them N5,000 /
~47,000 / ~102,500.
4. SRV Industries' liabilities are less than / similar to /
greater than those of other companies that sell the
same products.
5. Jane says that sorne of their competitors /
the banks / the companies that owe them money
might close down.
3 to 4 20%........
Review 7
Listening
Useful
Language
For most people, ...•
More people prefer ... to •.. .
Most people answered ..•.
As you can see, there is a large market for •...
In the light of these results, we should ....
These results suggest that we should ••. .
lt is clear that people warnt ..••
Writ ing Guide, pa9e 136
Listening
483◄>)
10& Polly is getting some investment advice
from a friend of hers, Harvey. Listen to the
dialogue and answer the questions.
1. What type of business is Polly thinking of
investing in?
2. How did she get the balance sheet?
3. Why is Polly surprised that it seems the business
isn't selling much?
O 5 ◄>)
101 Bethany and Chris are in a meeting to
discuss how to market their company's new
electric car, the ZAP 355. Listen to the dialogue
and write T (true), F (false) or DS (doesn't say)
next to each statement.
_.... 1. They plan to sell the car to people who don't
earn much.
_.... 2. The people in the target group do research on
the Internet before they buy something.
-···· 3. The target marl<et often don't believe what they
are told by companies.
...... 4. Chris spends a lot of time on social media
researching what potential customers think.
...... 5. Chris and Bethany want people to share what
they think of the car online.
...... 6. Chris expects sorne people will give a negative
review after they try the car.
_.... 7. The new car is less expansiva than similar cars
on the market.
Speaking
O 6 e;::>
Work in pairs. Read the information and act
out the conversation.
Student A: You own a company that produces snack
4. What is the total of the business' non-current
liabilities?
5. What does Harvey want to know about the
customers who owe the business money?
Speaking
4D 4 c;:J
Work in pairs. Read the information and
act out the conversation.
Student A: You are thinking of buying a small
art and printing shop. Ask an investrnent analyst
about the following aspects of the business before
deciding whether or not to buy it.
• The company's balance sheet
• Amount of inventory
• Cash flow
Student B: You are an investment analyst. Turn to
page 127. Answer Student A's questions and give
advice about buying the business.
foods. You want to conduct a market survey to find
out about the snacking habits of 20-25-year-olds.
Ask a marl<et researcher about the options available,
and what the advantages and disadvantages are.
Then decide which one you will use.
Student B: You are a market researcher. Turn to
paga 127 and tell Student A what the market survey
options are. Answer Student A's questions and advise
him / her about which option to use.
Getting Started: Vocabulary (page 154)
1 ◄>) 1oe Read the advert. Correct the sentences by replacing the words, phrases or
numbers in bold with words and phrases from the advert. Make any necessary changes.
1. The minimum loan for a small business
is r2s,ooo.
SAVINGS BANK
OF THE MIDLANDS
2. The interest rate may change during the llfe of
lhe loan.
Business Banklng
Need help financing your business?
Having short-term fluctuations in cash flow?
3. There is no arrangement fee for taking a loan.
Our Small Business Loan can give you the flexibility you need
to be a ble to fund your long-term projects.
4. Once the bank agraes to give you a loan, you will
receive your rnoney 24 hours later.
Overvlew
J. Business loans available between (1,000 and f:25,000
;
Choose your repayment terms: repayable over 12 months to
10 years
;
lnterest rate and repayments fixed for the duration of the loan
J Once approved, funds can be credited the same day
J Business current account required
J Personal guarantees not required
J One-month payment holiday allowed
J Only 1% arrangement fee when taking out a loan
Apply online at savin_gs_ll,m kmidlao.ds.nett.uk.
Call us at 0880 800 8989 or visit any of our branches.
O 2 ◄>) A small business owner, Ben, is talking t o
100
his accountant, Katherine. Listen to the dlalogue
and answer the questions.
1. What problem is Ben's business having?
2. What is a line of credit simílar to?
5. You can get a business loan if you have
a personal current account with the bank.
........................- .................................................................
___
6. AII loans for small businesses must be paid back
to the bank within 12 months.
·····-···········-················-······························-············-··-·········· - - -
3 Read the sentences and circle the option
(a or b) that means the same.
1. You have to consider applying for a line of credit.
a. You need to ask your creditors to give you more
time topay.
b. You need to think about asking the bank to give
you access to sorne money.
2. You can withdraw funds from the rine of credit any time.
a. lt's possible to cancel the line of credit whenever
you wantto.
____
···-···..····-·············..··-·---·····...-..........-..........
3. What is the advantage of a line of credit over
a loan?
4. How rnvch rnoney c!oes Katherine think Ben wm
need to access?
····- ···········-·················-···········-···········-··················-··········---
5. Does Katherine think the bank will give Ben
access to the money?
6. What documents will Ben need to show the bank
to get a line of credit?
b. lt's possible for you to get money from the line of
credit whenever you want it.
3. Ooes a line of credit have to be secured against
collateral?
a. Do you need to agree to give the bank your asse1s
if you can't pay the money baok?
b. Does the bank charge a lee for you to get a fine of
credit?
4. What will the bank rec¡uire to approve this line of credit?
a. How much money will the bank agree to give
access to as a line of credit?
b. What does the bank want to see before agreeing
to give a line of credit?
o Your Turn
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
Working with Vocabulary
O8
( IC/IS ) VOCABULARY PRESENTATION j
O4
1. Chris ............................................. E:5,500 from the business
curren! account to pay our suppliers.
Circle the correct answer.
1. When you take a loan, you lend / borrow money.
2. My restaurant has got its c urrent account / branc h
at New lnternational Bank.
O5
O6
2. The bank ............................................. me E:12,000 when
1was having cash flow problems.
3. When you withd raw money / go overdrawn,
you take out more money than you've got.
3. 1don't need to make any more repayments
because I have finally _ ............. .......... ............... the whole
of the loan.
4. l've gota standing order / c redit limit, so my
electricity bill is paid automatically.
4. Last year, my brother .............- ....- ..........- ...- ... $10,000
from Brinkley·s Bank to start his own business.
5. The bank gave us a loan with excellent terms /
current accounts - only 1% interest.
5. They ................- .......................... the renovation of their
offices by taking out a loan.
6. Where are we going to get the money from to
fund / pay off our new business?
6. When you've reached your .......................................... ,
you can't withdraw any more money.
Write a sentence for each word or phrase that
you didn't circle in Exercise 4 .
... . . . . . . . ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . o
Match the words in A to their definitions in B.
1. credit rating
4. collateral
2. pay off
5. arrangement fee
3. line of credit
B
..... a. payback
..... b . sum paid for organising a service
..... c. evaluation of the ability of a business to pay
its debts
..... d. assets that a company will give the bank if it
can't pay back a loan
Complete the sentences with the words below.
deny • payment holiday • personal guarantee
projection • secured
1. A ...._ ...- ..............._. ...... . is an estimate of a future situation.
2. l'm afraid the bank will probably ......................................... .
us an additional loan.
3. When a loan is ......................- ................. , the borrower
will need to gíve the bank assets if it can' t pay back
the money.
5. You don't have to start paying back your debt for
three months. The bank is gíving you
a ..................-.........._........... .
9 ◄>) 111 A business owner is meeting his Account.
Manager at the bank. Listen to the dialogue and
complete the Account Manager's notes.
o
..... e. an amount of money a company can borrow
from one place during a period of time up to
a maximum limit
4. When someone gives a bank a ............................................ ,
it means that he / she will take responsibility for
paying back the loan if une company cannot.
7. Unfortunately, the bank has jusi ............................... - ..........
my request fer a line of credit.
Mcctiw3 wit/1, l<cvi.-i f{ich, ow.-icr t>f Shi.-ic
l>atc, ,th Novcw.ber, .W.Z3
Typc t>f busi.-ics.s, ' ....................................................................................
Rt:ttso.-i for wiccti.-iq, • .................................................................
tlwiou.-it a.skcd for: ' ... ..........................................................................
Mo.-icy to be .spc.-it o.-i,
• paymq off dcbts t o • .....................................................................
• purchasi.-iq r .............................................................................................
tlrranqcw,cv,t fcc, ' .................................................................................
Mo.-ithly i.-itcrc.st ratc offcrcol, 1 ................... - ..........- .............
Po.s.siblc co//atcral, ' ..................- .........................................................
A
O7
◄>) 110 Complete the sentences with the correct
form of the words from Exercises 4, 6 and 7.
Listen and check your answers.
Work in pairs.
Student A: You work at the bank.
Student B: You are at the bank because you need
to ask for a line of credit.
Follow the flow chart on page 115 and act
out the conversation.
•
Getting Started: Vocabu/ary (page 1@
48 1 ,.,)
112 Read the webpage. Complete the sentences
with a word, phrase or n·u mber from the webpage.
CONTACTUS
BUSINESS INSURANCE POLICIES
oioose OTIC and save 10% when you buy insurance online.
Our polic1es are designed with small businesses in mind.
You can payyour premium in one payment or sIx interest-free monthly payments.
Vehicle lnsurance
Public and Employer's Liability lnsurance
At OTIC, we'II cover the vehicles that you rely on for
your business-whether it's a car. a van or anything
else. So. ifan accident takes you offthe road. we'II
give you a guaranteed courtesy vehicle.
Up to 60% no-claim discounts
Optional extra: legal assistance following an
accident
Make sure you protect your business. Even ifyou employ only
one person. you'II need employer's liability insurance- it's the
law. lfany of your employees ora customer gets injured, you
must be covered. Even the smallest incident can lead to a big
compensation claim from a thi1rd party.
u p to f 100,ooo to cover lega I fees
Up to fl0 million protection to coverdamages
Professional lndemnity lnsurance
E-rísk lnsurance
Mistakes do happen, so you should be a
policyholder of professional indemnity insurance
to cover mistakes or negligence ifa claim is made
against your business.
lt protects your business against damage caused to
computers by viruses and hackers. as well as against the
dangers of electronic ident ity fraud.
4. lt is illegal for a company not to have
1. You get a discount if you buy your insurance
---·······-·..·-····-·"---· '
5. OTIC's public and employer's liability insurance
provides a maximum of ·-................_.............. _ __
to pay lawyers.
6. E-risk insurance covers businesses against
damage causad by people illegally accessing their
system and ............................................................... .
2. You won't have to pay any ............- .........- ..- - if you choose not to pay for your insurance ali at
once.
3. lf you crash your car and you can't use it, OTIC will
give you ._.. _________
O
'
1,
111111, w•h•a•t•a-,e- fo_u_r _ty_p_e_s_o_f_in_s_u-ra_n_c_e_t_ha
_t_p_e_o_p_le::.<,
or businesses take out? Which one do you
think is the most important to have? Why?
2 ,.,, 113 A business owner {A) is talking toan insurance advisor (B).
Complete the dialogue with the words below. Listen to the dlalogue
and check your answers.
fees • gardening • money • discount • staff • three
A: l'm startlng my own small ' ....................................- ......
business, and l'd like to know what types of
nsurance you'd recornmend.
B: Are you going to work on your own, Ms Lane?
A: No, l'm planning to hire 2 ........._ .................................
workers.
B: Then you must purchase employer's habllity
insurance. UK businesses that employ
3· ............................................ are legally obliged to do so.
You can be finad if you're not covered.
A: How does this msurance protect my business?
B: lf, for example, one of your employees suffers an injury
at work and the business is sued, the insurance will
pay your legal •·.....................-...................... and compensation
costs.
A: How much 5• .. _ ..................... - .............. will it pay?
B: The limít on our policy ís S:10 million
A: 1 see. 1 also need to insure my van. 1 can't work without
it.
8 : 1can offer you a 20% 6· ............................................. on your van
insuranoe if you also buy employer's liability insurance.
O3
Read the dialogue in Exercise 2 again. Then
write T (true), F {false) or OS (doesn't say) next
O 5 Read some people's comments and write the
relevant type of insurance for each situatiori.
to the sentences.
flre lnsurance professlonal lndemnity lnsurance
public and employer's llabillty lnsurance
vehicle insurance • e-risk insurance
..... 1. Ms Lane doesn't want to work for a blg
company.
..... 2. According to the law, an employer must have
employer's liability insurance.
..... 3. The employer's liabillty lnsurance offered wlll
paya mlnimum of t10 mlllion .
1. "I had an accldent while making
deliveries in the company's van."
..... 4. The premium on van insurance is higher than
the premium on car lnsurance.
2. "My warehouse has burnt down."
..... 5. Ms Lane can save money lf she purchases
van insurance as well as employer's liability
lnsurance.
3. "One of my staff was injured by a sheif
that fell on his head."
C9 l'i•i•iiiiii,K::J
4. "Sorne of my customers are very
unhappy with lhe advice I gave them."
Work in pairs. Practise the dialogue
in Exercise 2. Pay attention to the
expressions in colour.
5. "Someone accessed our IT system
and has been apply,ng tor loans
online using our company's details."
Working with Vocabulary
( JC/IS ) VOCABULARY PRCSCNTATION
o
O 6 Tick (✓) the logical sentences.
4 Matc h A to B to form sentences.
..... 1. lf your insurance policy covers legal fees, the
insurance company wíll pay for your lawyer.
A
1. A policy holder is a person ora company that
2. You can be offered a no-claims discount on your
insurance when
3. 11 is your business' liabllity if
4. lf you don't pay your premium,
5. The company was sued
6. When you are covered by an lnsurance pollcy,
7. lf you are legally obllged to do something,
...... 2. ldentity fraud is illegal.
...... 3. A company can be fined for breaking the law.
..... 4. The manufacturar was sued after several
customers suffered injuries while using its
products.
..... 5. A courtesy vehicle is often supplied free of
charge by a vehicle insurance policy.
..... 6. The computers were damaged by a virus
despite the fact thal they didn't contain
anti-virus software.
.... 7. We designad the offices wlth the employees
in mind, so no one has enough space to work
efficíently.
..... 8. In insurance clalms, the thlrd part y Is lhe person
B
..... a. for negllgence.
..... b. lt means you are insured.
..... c. someone Is injured on your business' premisas.
..... d. you don't have a choice - the law requires that
you do it.
..... e. your insurer might cancel your policy.
..... f. owns an insurance policy.
..... g. you haven't made any claims on your policy for
a certain time period.
or company that is making a claim agalnst the
e
policyholder (the first party) and the lnsurance
company {the second party).
7 ~ Work in pairs. Explaln why the sentences
you didn't tick in Exercise 6 are not logical.
Work in pairs. Imagine you and your partner are starting
a small business. Choose one type of business below.
Then follow the flow chart on page 115 and act out the
conversation.
an accounting firm • a café a courier service
a computar maintenance and repair business
a fitness club
Workbook, page 32
o
Getting Started: Vocabu/ary (page 155) )
1 ◄>) m Read the webpage. Explain why the words
and phrases (1-7) are mentioned.
1
Find out more~
Go online and find two e-commerce platforms.
ldentify three services or features that they both
offer. Find two ways in which they are different.
2 ◄>) 11 s Two business partners are talking about
growing their business. Listen to the dialogue
and answer the questions.
1. How many Silver Thread Jewellery shops are
We'/1 host your e-commerce
website and hefp you to
meet al/ your objectives:
there at the moment?
Create a stylish professional site that's sure to impress.
Choose from our ready-to-use templates.
Do business with unlimited bandwidth. We set up and
host your e-commerce website, enabling heavy business
trattic at all times.
Offer daily deals. Use our Deal of the Day feature to keep
customers coming back for more.
Sell your products through Amazon. We will link your
e-commerce website to Amazon, giving you access to millions
of potential customers.
Mobile phone friendly. Your website will be 100%
mobile compatible and will work with all the majar mobile
operating systems. giving your customers an outstanding user
experience as they browse your shop from wherever they are.
Sta y connected to your customers. Gather feedback on
your products by allowing your customers to post reviews on
your website.
Accept payments by credit cards with a secure
shopping cart. Credit card and arder data is encrypted and
secure with our service. so customers can be sure their data is
sale when they place an order.
Relax in the knowledge that we provide 24/7 support
from real people. Get help from our e-commerce experts
round the dock for no additional charge.
2. Who thinks that setting upan online presence will
be hard?
3. Will Anthony and Martha be able to have a
website address with the name of their company
in it?
4. How much is the cheapest option for havlng their
website hosled on lhe platform?
5. Will there be a limit to how many people can look
al their website al lhe sama time?
6. Which two features of the online shop does
Martha mention?
·····································-···········- ·········---·····················-········
Sorne words can be used as an adjective
or an adverb:
They opened an online shop. = adjective
1 don't like shopping online. = adverb
3 Choose one word from A and one word from B
to complete sentenoes from the dialogue.
1. templates
····-························-····-·····-····-··········· ----···········-·················2. Deal of the Day
····-·····-..···..·..····............._..
.._...............-..........-..._
3. Amazon
_____
_ _ ____
····-····-·········........................... ... ...
..........................-...-
4. mobile phone
5. feedback
___
___
···-····-......................-...............................................-....-........
6. credit cards
----------..-...-...............
7. 24/7
---··..····-·····..····-····-····-----····..·····-····-···········...
A: domain • e-oommerce • open • shopping
unllmiled • website
B: bandwidth • business • cart • names
platforms • template
1. We'd be ........- .................................. for .........................- ................. 24/7.
2. There are .........................................................................- ............. that
can provide us with everything we need.
3. We jusi have to choose a _ _ _ ...............- ....
.... - ....- ............................... and then we can create our design.
4. l've already been looking at .............................................
5. You gel ._.................................................................. _................ .
6. We'II be able to have a .............................................
............-............................... fe.ature and they provide secura
payment processing.
'
I
Do you think that in the near future people' ,
will buy everything online? Are there sorne
things that you think people will always want
to buy from a shop? Why?
e
6 The words and phrases in bold are in the wrong
sentences. Write them next to the correct
sentences.
1. You can use our support as models to create your
own website. .............- ...............- ...._..
o ,-,.ia,......,:.i
2. When you shop online, you can see what you have
chosen by looking at your unlimited bandwidth.
Work in pairs. Use the sentences from
3. lf your online shop becomes popular, then you'II
have a lot of customers at the same time and will
need templates ....................... ................ ...
4. lt's importan! to have ali the platform you can get
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
when you start a business because you will need
Working with Vocabulary
help and advice. .............................................
5. To create your online store, you have to choose
a shopping cart that will provide you with
everything you need.. _.........................................
( IC/ IS ) VOCABULARY PRESENTATION
O4
Tick (,/) the logical sentences.
•..• 1 . Power is the opposite of ability.
..... 2. A stylish shop is designed fashionably.
.... 3. When you post information on a website,
people can read it.
.... 4. An expert knows very little about a certain field.
..... 5. When you place an order, you want to
purchase something.
•..• 6. When a service is available round the clock, it is
available most of the time.
..... 7 . We host your website - we provide ali the
services necessary for your website to function
properly.
.... 8. Customers' feedback about a product includes
their comments and r;eviews about it.
5 Match the words in A to their definitions in B.
A
O7
Complete the sentences w ith the words below.
adapt • compatible • impose • localisation
retail • worth the effort
1. Is this software ............ _............................ with any computar?
2. You mustn't ....- ·······-···- ······ ....... your ideas on the
website designar. Let her make decisions.
3. You can ........- .................................. any of our website
designs aocording to what you need.
4. In the global market, you should probably consider
...........- ................- ............ in arder to make sure your products
are suitable for the different countries you sen to.
5. lt was very difficult to set up our business, but row it's
very profitable. lt was definitely ............................................. .
6. lt's a ............................................ business. lt sells small quantities
of goods directly to the public but not for resale.
O 8 ◄1) An e, commerce expert is being interviewed
11&
1. browse
2. gather
3. accept
5. showcase
6. encrypted
7. customise
4. domain name
8
..... a. collect
...... b. agree to receive
..... c. protected by using a code
...... d. changa according to specific needs
.... e. look around
...... f. a place for displaying things
....• g. the address where users can find your website
on a radio programme about how to set up
an online shop. Listen to the lntervlew and tick (✓)
the tips he gives.
..... 1. lt's advisable to first check if consumers will
want to buy your products.
..... 2. lt's importan! to invest a lot of money in setting
up the online shop.
.... 3. Your e-commeroe shop must create new content
regularly.
.... 4. To expand the business abroad, you must adapt
it to local demands.
5. lt's best to use one payment method to do all
your business.
Work in pairs.
Student A: You plan to open an online shop.
Decide what you will sell.
Student B: You are an e-commerce expert.
Give advice to Student A.
Follow the flow chart on page 116 and act
out the conversation.
. . .Getting Started: Vocabu /ary (page
O
1
®
1 ◄>) 111 Read the blog. Circle the correct answer.
< THE SENSIBLE ENTREPRENEUR BLOG Posted by Amy Young
Starting an Online Venture:
Dealijng with Suppliers
You've set upan online retail business. Your
website is striking and it's getting a lot ,of traffic. But
what about suppliers? 11 can be extremely difficult to find reliable
suppliers for your products. A lot of things can go wrong. Product
quality may not meet the requireme nts , shipping ca n be late,
there may be hidden charges, or you might give your money to
a fraudster who has no intention of shipping anything to you. lf you
don't turn to a sourcing company, here are soma tips for working
direclly with a new supplier.
>Check product quality: To preven! errors and misunderstandings
in your order, ask as many questions as possible. Ask the supplier
to send you a free sample in order to test the quality of the
product and its packaging.
>Use an escrow service for first-time payments: With an
escrow servioe, you and your supplier work with an intermediary,
a neutral lhird parly, and !he supplier gels paid only afler you
have reoeived, inspected and approved the goods.
>Negotiate payment terms: You should pay at least 30 days after
reoeiving your product. This will allow you to manage your cash
tlow and to negotiate with suppliers if there are any problems.
>Get to know the supplíer: Beyond business talk, try to chal
a little with the supplíer. This will help you assess what kind of
person you're working with.
1. Whicn problem does the blog QQ1 mention?
a. The quality of the products supplied may not be good
enough.
b. There may be additional charges that you didn't know
about.
c. The sourcing company rnay steal your money.
2. How does the author recommend that you check product
2 ◄>) 118 An entrepreneur (A) is speaking to
a prospective supplier (B). Put Speaker B's
statements (a-d) in the correct order. Then llsten
to the dialogue and check your answers.
A: l'm setting upa lighting business online. l've got ali
my designs ready, and 1 ,eed a supplier who can
make high-qual•ty light f1xtures.
8 : '· ....
A: Could you send me sorne samples?
8 : 2......
A: Do you require an advance payment when we
place an order?
8 : 3. ....
A: And what is your returns policy?
8 : .....
a. lf you aren't satisfied, you can return items within
30 days and get a full refund.
b. Of course. l'm sure we'II r ,eet all your q, ality
requirements, but I understand your need to
test our product.
c. Well, we've been in business for over 30 years.
Our light fixtures are handmade, and this allows
us to always produce high-quality products.
d. No, we use an escrow service so that we're paid
after you receive and approve the supplies.
-~------~'
'
What reasons might a company have '
for using more than one supplier?
quality?
A
a. Ask other people who have bought from that supplier U
they are satisfied.
3 Read the dialogue in Exercise 2 again and
b. Request that the supplier sends you an example at no
1 . The entrepreneur needs someone who can
provide designs / products.
cost.
c. Concentrate on the actual product, not the pad<aging.
3. What happens with an escraw s91'Vice?
a. lt hok:ls your money and transfers it to the suppller lf
you're happy.
b. Only the supplier transfers rnoney to the escrow service.
c. The escrow service hand les the shipping of your order.
4. What does the author recommend?
a. Pay your suppliers as soon as possible to maintain
a good relationship.
b. Wait at leas! 30 days after receipt of your order before
youpay.
c. Only pay suppliers after you have managed any
cash flow problems.
1
'
circle the correct answer.
2. The supplier's light fixtures are made by
machines / people.
3. The entrepreneur / supplier wants to check
the quality first.
4. The supplier requires no / a small payment
in advance.
5. lf you want to get your money back, you have
to return the products after / before 30 days
have passed.
1·,.tlliiiil,K::J
1
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
1
W orking with Vocabulary
e
6 ◄>) 119 Complete the sentences with the words
( IC/ IS ) VOCABULARY PRESEN TATION
O4
below. Listen and check your answers.
allow • handmade • intentions • intermediary
packaging • prevent • sensible
Match A to B to form sentences.
1. These c lothes are .........- ............................... . They aren't
created by machines.
A
1. A ventura is a new business that
2. We do everything we can to .. _...._........ _................-.
2. There were a lot of hidden charges that
3. An escrow service is a good way to
4. lt's importan! that you assess
S. To avoid being the victim of a scam,
errors.
3. The quallty of the ............................................. is important
as well - it has to protect the product and look
good to attract customers.
4. The sum of cash we received will .._ ...................................
6. According to the company's returns policy,
us to purchase a colour photocopier.
7. Misunderstandings often happen with
5. He collects a lot of information and analyses
suppliers who
it before making decisions. He's very
B
...... a. 1 didn't know about.
6. Despite \he shipper!s good ....................................... ,
..... b. you should c heck that the supplier is
a legitimate business.
the cargo was late because of stormy weather.
7. lnstead of giving the money directly to the supplier,
..... c. speak a different language.
..... d. you can get a full refund if you are not
satisfied with your order.
..... e. the quality of the sample before you order
a larga quantity.
..... f. lnvotves considerable risk.
..... g. pay suppliers.
O5
Circle the correct answer.
1 . Does your website get a lot of traffic?
a. Yes, so it's not very popular!
b. Yes, it's got lots of visitors ali the time!
2. We are negotiating the terms.
a. 1 think we'II win!
b. 1 think we'II reach an agreement soon.
3. Mrs Erikson is a neutral lawyer in the business
we gave it to an .......................................... , who will pay
the supplier once we receive the goods.
O7
Complete the sentences w ith words from
Exercises 4 and 5.
1. lf their price seems too good to be true, it's
probably a ....................................... _.. .
2. We're getting a lot of ·-··..•·······..··•·.................... to our
website, but how do we turn that lnto more sales?
3. Aick's lates! ..................- ...................... is risky, but he will
make a lot of money if it succeeds.
4. We've planned everything so carefully. Don't worry.
Nothing can .................... _ __
5. An intermediary must be a _..........................................
person who isn't connected to either side.
6. You must inspect the van and drive it to
_ _ _ _ _ .... if it's worth buying.
contrae! between Nea! and Rose.
a. She is working on the contrae! for both Neal
and Rose.
b. She is only representing Neal in this matter.
4. l'm afraid something will go wrong at the
convention.
a. There are only three hours till it starts.
b. Don't worry, everything w ill be fine.
5. Ron is an entrepreneur.
a. He's set up lhree businesses.
b. He's the Head of Customer Service.
0 .~,.¡1¡¡¡1;;,«:i
Work in paírs.
Student A: You have jusi set up an online
furniture shop and are meeting with a furniture
supplier. Ask your partner questions to
complete the chart on page 116.
Student B: You are a furniture supplier
meeting the owner of a new online furniture
shop. Turn to page 128 and answer your
partner's questions.
6. The advert at the \rain station for
Dunn's Jewellery is striki ng.
a. Everyone notices it.
b. lt's not special.
•
•
•
Worllbook, page 34
.•
Reading
O 1 ◄>)
120 Read the artlcle. Complete the sentences
with the correct name, M elinda, Craig or Evelyn.
This w eek, we are focusing on e-commerce. W e asked some small business
owners about the e-commerce platforms that they use. Here's what they said:
Melinda, Director, Ark Solutlons
We've been using the Shopatron e-commerce platform for about six months now, and we
think it's great! At first, it was a little bit difficult to use the templates, but Shopatron has
¡;;..:;......,....,, great customer service and there was always someone there, 24/7, who could explain to me
how to do something. Now I know how to use them. I love the templates - visitors to our
website always say how good it looks!
Craig, Owner, Saddle Up Cycles
When I took my bicyde business online, I started out using the Straíght2' e-commerce
platform. It was OK at first, but as my business grew, the platform couldn't cope with
the large number of visitors and the website crashed a few times. It was also difficult to
speak to anyone when you needed help - the Customer Service department was only open
between 10 am and 3 pm! I changed to Factors for Success and the unlímited bandwidth
means that crashing is no longer a problem. Factors for Success allows customers to leave
reviews about the products that they buy - the five-star reviews are great for our sales,
and the less positive reviews provide us with useful information about what we need to do
better.
Evelyn, Director, Stride Out Menswear
For the last two years, our beauty product company has been using Purchase for our online
sales. We're really happy with the service they provide. When we started with them, we had
the Basic plan. This was all we needed at first and saved us sorne money in the early days.
But as our business grew, and we got more and more people visiting our site, we needed to
upgrade to the Premium plan because we needed more features. This plan has sorne great
marketing tools, such as being able to e-mail customers with details of special offers.
1. ...._ .._........_ _ _ likes being able to contact customers.
2. .......................................... changed to a different e-commerce•platform.
3 . .......................- .................. talks about how much people like tlhe appearance of the website.
4. ............___ ........_ was able to get help at any time.
5 . ........................................... changad to a better service with the same e-commerce platform .
6. ............................................ had a problem with too many peop!e trying to access the website.
Writing
O2
You and your business partner own a toyshop.
You want to set up a website to sell your
products online. Wrlte an e-mall to your partner
explaining your idea.
lnclude:
• how you wlll design the website
• how you will deal with suppliers
• how you will keep customers interested in the site
Useful
Language
lf we want our business to grow, we need to ....
For the website, we need to look into ... .
1 think that we have to ....
When it comes to suppliers, we should ....
We want customers to keep coming back to the
site, so we should ... .
Let me know what you think.
e
Wrltlng Gulde, page 137
Review 8
e
Listening
Listening
3 •O) 121 Bill and Jo are talking about a meeting witho
5 ◄>) 122 Two business partners, Peter and
a potential supplier. Listen to the dialogue and
write T (true) or F (false) next to each statement.
Gemma, are talking about the insurance they
will need for their new business. Listen to tbe
dialogue arnd answer the questions .
•..• 1. The company Real Ideas is based in India.
..... 2. Toe people at Real ideas had already looked at
1. When do Pete and Gemma plan to open their
business?
the plans.
_
..........-.........._.............. .........-...···- - -··- ..·-···............._.....
•.... 3. lf they don't increase the budget, Real Ideas will
2. Who has started looking at insurance?
need to use less plastic and more wood.
...... 4. Real Ideas won't charge Jo to send her samples.
•..• 5. They won't have to pay Real Ideas immediately
3. How many employees do they have?
for the products they receíve.
···········-··...············-·--- ..,..,.__,,,.......---··········-····-······
4. What is the maximum amount their employer's
•.... 6. Jo thinks that Real Ideas would be a good
company to work with.
liability insurance will pay out?
•.... 7. Jo and Bill will decide which company to use on
Friday.
5. What is the other type of insurance that Gemma
mentions?
---······............................................................................................
Speaking
6. How much does this policy cost?
O 4 i;:::>
.....................·-··..··---·..···..............-..............,-......................
Work in pairs. Student A, you want to
know about the potential supplier that
Student B spoke to recently. Follow the flow
chart and act out the conversation.
Student A: Name of company?
Speaking
J... 6 e;:> Work in pairs.
..__________;¡;~---------['student B: Speciality Crafters
.¡;
Student A: Where based?
.¡;
Student B: Indonesia
1
Student A: Can they do it?
;¡;
[ Student B: Yes.
;¡;
Student A: To budget?
Student B: Need to change design slightly.
Student A: Samples?
;¡;
[ student B: Yes. Free.
------------..
Student A: Payment terms?
Student B: 30 days from receipt of goods.
Student A: Nice people?
Student B: Yes. And professional.
Student A: Turn to page 116.
Student B: Turn to page 128.
Ask and answer questions about each
insurance policy.
Getting Started: Vocabu/ary (page 156) )
~ ,) 123 Read the webpage. Write T (true), F (false) or
OS (doesn't say) next to ,e ach statement.
Communication Skills
Str•ss Manag•m•nt
Helping businesses succeed since 1978
lt isn't easy to work in a team and it doesn't always come naturally.
lf you feel that your team isn't pulling together, we've got the solution!
Ali our workshops offer the chance for your staff to get away from the office
setting and tackle new challenges that will break the ice and help them to
bond as a team.
These are sorne examples of our popular workshops:
Bushcraft - Go into the forest and survive as a team on its own in the wild!
Treasure Hunt - Work as a team to solve clues, and if you're lucky, you'II
find the treasurel
Escape Room - lf the team prefer something less strenuous, try our escape
room exercises. lf the team don't work together, they won't get out!
Contact us and we'II send one of our advisors to your offices to help
you select the most suitable workshops for your staff.
o
..... 1. Inspire Business Solutions can help
a team to work more closely.
..... 2. Sometimes you have to work at
becoming a team.
..... 3. Inspire Business Solutlons runs
lts workshops at lhe company's
offices.
..... 4. The Bushcraft workshop is the
most popular.
..... 5. Older people like the Escape Room
worksnop the most.
...- 6. You have to go to the offices of
Inspire Business Solutions to talk to
one of their advisors.
O 3 ~,)
Go online and find tour more examples of
teambuilding activitíes. Which one would you
like to try the most? Wlily?
O 2 ~,)
124 A company's Sales Director, Charles, is
talking t o one of the regional sales managers,
Meg. Listen to the dlalogue and circle the
correct answer.
1. Sales have gone down / up this quarter.
2 . Meg thinks that what they offer is better than /
not as good as what their competitors offer.
3. The sales team never had / used to have a team
spirit.
4. Charles thinks that rewarding sales reps for high
sales is causing / solving problems.
5. Charles thinks that having sales reps working
as individuals / a team is the most effective
approach.
6 . Charles' ex-colleague / boss
found that doing teambuilding
exercises made the situation
better.
12s Complete and phrases sentences from
the dialogue wíth the words and phrases below.
Then listen and check your answers.
suggestions • sales targets • sales team • approach
disappointed • teambuilding • competition • trust
1. l'm very ··- - - _.........................._ with your region's
sales figures.
2. lf you ask me, the problem is the way the
............................................- ................ is working.
3 . They ali feel they are in ...............................................................
with each other.
4. This quarter, only one rep has met his
5. 1think we need a different .......... .................. ............................... .
6. Have you got any .................-.......................- .................. ?
7. We should try sorne ................- ........ ............_. ..............
activities with your team.
8. lt will help them learn to ._...........-...- ...- ..........- .... - ...- ....-.
each other again.
o YourTurn
Work in pairs. Use the phrases from
Exercise 3 to write a dialogue similar
to the one i n Exercise 2. Practise
your new dialogue.
W orking with Vocabulary
e
7 Tick (.t) the logical sentences.
..... 1. Employees usually get a bonus when they don't
( IC/ IS ) VOCABULARY PRESENTATJON
complete their work on time.
04
..... 2. When people pull together, they work as a team
Circle the c orrect response.
to achieve a goal.
1. How did you break the ic e when you met the
..... 3. lf something is a challenge, it is easy to
new group of employees?
complete.
a. With laughter - 1 told them a very funny joke.
..... 4. Different companies have different approaches
to marl<eting.
b. 1gave each employee a bonus.
..... 5. When you are shocked, you usually feel very
2. What approach do you think we should take to
relaxed.
the company's cash flow problem?
..... 6. When you have got many tasks to do in a short
a. 1 think we must wait for clues.
b. The best thing to do is meet w ith a financia!
advisor.
.d ,
t
th
d.d ,
3 . M y team d I n 1 pu11 oge er, so we I n 1comp1e 1e
• t
.
the proiec o n 11me.
a. Haven·t they got any team spirit?
b. Did they not like the office setting?
4. What is the culture like where you work?
a. lt's quite relaxed, and we ali worl< really well
together.
b. lt was quite strenuous at first, but now I find it
pretty easy.
O5
~ Work in pairs. Explain why the sentences you
d'd
• 7 are no t 1ogIca
· 1,
1 n 't t·Ic k •in ExercIse
O 9 ◄>)
126 Alison and Joe are talklng about the
teambuilding day that Alison went on. Listen to
the dialogue and write T (true) or F (false) next to
each statement.
..... 1. Alison decided that they needed to go on
a teambuilding day.
..... 2. Alison's team tool< the longest to get out of the
escape room.
Write each word next to its definition.
..... 3. Everyone eníoyed the treasure hunt.
incentive • interpersonal • prioritise • scheme
shocked • stressed • tackle • unmotivated
..... 4. Alisen was angry that they lost at the treasure
hunt.
1. ............................................. : without determination
..... 5. In the bushcraft activity, all three teams had to
do three things.
2 .........................- .................. : unable to relax
3 . ............................................. : make an effort to deal w ith
something
4 . ...- ....................................- : something that is intended
to encourage someone
5 . ....- ................- ................_ : surprised in a negativa way
6 ........................- ................_ : between people
7 . .......................- ................... : system, plan
8 ........................- ................... : decide on the relativa
importance
O6
O8
period of time, it's a good idea to prioritise them.
Complete the sentences with the words and
phrases below.
bond • challenge • conflict resolution • credit
treasure hunt • workshop
1. Louise is an expert on ....- ......................- .........._ . She
helps employees find difterent ways to resolve
their disagreements.
2. The biggest .......................- .................. that we face is the
rising cost of the materials we need.
3. Have you ever been on a ........................................._. ?
11's a game - you search for hidden obíects.
4. Last week, 1 went to a very good .............................................
about how to manage stress.
5. lt's very important that we all _..........- ............................. with
our colleagues - it makes for a better atmosphere.
6. We don't always give people the .............................................
they deserve for all their hard work.
..... 6. The whole group had a meal at the end.
0 •.,.,11¡¡1.;,¡;:i
Work in pairs. You are both managers at
Ferdinand's Fine Clothes Company. You are
worried that your ten sales representatives
aren't pulling together as a team, so you
want them to do a teambuilding activity.
Discuss the advantages and disadvantages
of each of the options below and decide
which one you are golng to choose:
• Bushcraft
• Escape Room
• Treasure Hunt
• Sports Day
O 2 ◄>)
Oi=aetting Started: Vocabu/ary (page ~
48
1 ◄>) m Read the blog. Answer the questions.
-
12& Listen to the dialogue and circle the correct
answer.
Greg: Kate, what do you think of my idea?
----
~ BUSINESS MATIERS
~ Jennifer Chan's Blog
Kate: The e-mail survey? 1 '1 afra1d I don t agree
lt could prove to be p oblemat1c - the last
time we did one, very few people ' replied I
responded.
The Power of Teamwork
Greg: That's true. What about conducting a street
survey as well?
Kate: Actualty, 1 think we need to 2 concentrate /
focus on improving our designs before we start
asking for customer feedback.
Nothlng con be more demotivoting for employees thon to feel
thot they ore olone, thot they hove to do every1hing on their own
ond lhot no one listens to them. Obviously, when people oren'!
motivoted, lhey oren'! going to perform to lheir best obility. Thars
where teomwork comes in.
There ore mony odvontoges to colloborotion. First of oll,
resoorch has preved thot businesses ochieve lheir gools more
quickly ond efficienlly when people work os o teom. Teom
members constontly exchonge ideos, os teomwork focilitotes
good communicotion. Moreover, it encouroges personal
occountobility. When people hove a sense of tecm spiri1, lhey
won't want to let down lheir collecgues, so they will make o real
Greg: 1m not so su e, Kate. 1think we need sorne
input from our custorners so that we know what
3 decision I direction to take. What's your ta11.e
on this, Sara?
Sara: Well, there are strengths and weaknesses
to both • approaches I ideas. How about
cornbining them?
Greg: How do you mean?
Sara: We could come up with a few new ideas, like
Kate says, create sorne samples, and then have
sorne focus groups for people to 6 • express I
share their point.s of view about them.
effort lo fulfil lheir individual responsibililies. Commilment and
contribution become key words. In oddition, if lhere is o conflict,
o teom that works well together con settle it much more eosily.
Re.wl.ember thuú 11.0 1' in. 't~m.' -
Kate:
titll far on.e. titnÁ 011..e far titll!
hat seerns ike a good way to go about 1t.
What do you think, Greg?
Greg: Yes. lt sounds reasonable o me.
Comments:
l think tecmwork is overroted. 11 doesn'I suil ev8fYone. Mony people
work better on their own, in o quiet place. Tecmwork is good when
irs limitad to oertain aspects of a project. Allson, London 12-45
Companies often use a SWOT analysis to
analyse their situation in the market: Strengths,
Weaknesses, Opportunities and Threats.
rrs not enough toJusi put peopte in teoms ond expect them to
cooperote. There has to be personal accountobility. 11 there isn't,
there ore always people who sil oround ond let others do the work
for them! Ray, New Yorli 13: 17
3 Read the dialogue in Exercise 2 again. Then
complete the sentences with the correct name,
Greg, Kate or Sara.
1 . How do employees flnd working by themselves,
according to Jennifer?
1 . ............................................_ thinks they should get customers'
opinions befare making any changes to their
products.
2. What does Jennifer say about studies lnto
teamwork?
2 ............................................ _ suggests showing sorne
exarnples of their products to potential custorners.
3 . ............................................... wants to do markel research vía
e-mail.
3. What reason does Jennifer gíve for why people in
a team work hard?
----··....····-··---····-·..·4. Why doesn't Alisan agree with Jennifer about
teamwork?
5. What problern has Ray got with teamwork?
\
O
.
••
1 ~
~
• " 'w
- ha
• t•ty¡
- pes of tasks do you
like doing alone? Which do you
prefer doing as part of a team?
4 . ................... ......................_ thinks they need to work on their
products first befare they ask for people's opinions.
o
Work in pairs. Practise
the dialogue in Exercise 2.
Pay attention to the
expressions in colour.
W orking with Vocabulary
( IC/! $ ) VOCABULARY PRESENTATION
04
Circle the c orrec t answer.
Circle the jncorrect option in each sentence.
1. How are we going to settle this conflict / dispute /
product so that you two can work together?
2. 1 think that company / problem / software is
overrated - it's definitety not as good as people
say.
1. We must work together on this project if we want
to do it well. We have to cooperate / express w ith
each other.
3. You need to express your objections / opinions /
team members clearly lf you want people to listen.
2. When did you come up w ith / settle these
wonderful ideas? They're so original!
4. Which aspects of input / this p roject / teamwork
do you think are most difficult?
3. 1 don't think it's overrated / reasonable to expect
us ali to work late to meet this deadline.
5. You need to cooperate with the latest research /
Michelle / the rest of the team, or you 're not
going to complete the project to schedule.
4. What is your aspect / point of view on this íssue?
O5
O7
Matc h A to B to form sentences.
A
1. He always makes a huge contribution
2. This idea is problematic because
3. Let's collaborate and see if
4. Please share this infomiation
5. The main strength o f this idea
6. The only weakness of this approach
o
Work in pairs. You work for a company
that manufactures jeans and you must
decide how to market the new line
of jeans. Make suggestions and give
feedback on your partner's suggestíons.
Together, decide which option you prefer.
Use the ideas on page 116 or ideas of
your own.
B
..... a. Is that lt will take longer to complete.
..... b . we don't have the necessary resources at the
rnoment.
~
) Workbook , page 36
~
..... c. to the team 's work .
..... d. Is that it won't cost much to do.
..... e. we can resolve this issue together.
..... f. with the rest of the team.
O 6 ◄>)
129 Complete the sentences with the words
below. Then listen and chec k your answers.
commitment • demotivating • encourage • facilitate
input • perform • personal accountability • prove
1. lt's very ..............._........................... w hen you work really
hard, but you don't see lhe results you want.
2. We ali need to .............................._............ our tasks to the
best of our ability if we are going to succeed.
3. 1always ........................................_ .. my co-workers to
express their opinions.
4. AII the studies that l've looked at .............................................
that teamwork makes people more efficient.
5 ............................................ is very importan! in teamwork.
Everyone must be responsible for their own part
within the group's work.
6. An environment w here everyone feels free to give
their opinion w ill .............- ...- .. ............ ...... decision-making.
7. 1don't know how to handle this problem. l'd like
your ....- ................- ................... on it.
8. Jiu·s ........................- .................. to the team is impressive.
She's always ready to work overtime and help
others.
.
•
Getting Started: Vocabulary (page 157)
◄>) 130 Read the page from a business studles
coursebook. Tick (✓) the a dvice that the writer
gives about being a leader.
HOWTO BEA LEADER
A leader needs to have the ability to direct the actions
of others for the good of all. You can learn to be a
leader, but you have to work hard at il. This list of
techniques can help you transform into the type of
leader you want to be:
Be proactive. ratherthan reactive. Try to
identify potential problems and take steps to avoid
them. Good leaders constantly analyse the situalion
and are able to adapt to changes in circumstances. That
way, you aren't dealing with one crisis after another.
Who can you think of from the world of ~ '
business who is an inspirational leader?
What is it that makes you admire this person?
Co111111unirnle co11stantly. Make sure your
employees know what you are doing and planning.
Inspire your team to share you r vision and provide
di rection for them so they can see how they can play
a irole in making your vision become a reality.
Empowcr - clclcgalc ancl facililale. After you
set clear objectives for your team, leave lhe detailed
implementation oí these objectives up to the team.
Don't try to micromanage, but be available to offer
advice and support.
2 ◄>) 131 Two colleagues, Lily a nd Jack, are talking
about a job promotio n. Listen to the dialogue and
w rite T (true) or F {fam
se) next to each sentence.
Correct the false sentences.
...... 1. Jack has recently been given a more senior
position.
...... 2. Jack spends a lot of time in his office.
Dcvclop your team. Ensure all team members
receive continuous training to develop and enhance
their skills. Have regular review sessions to assess each
member's performance and give feedback.
Stay closc to yourtcam. Be seen. Visit each
department on a regular basis, and remember to thank
employees and praise them constantly. Make time in
your busy schedule for people to approach you. You
need to show that you are prepared to listen to them
and implement their ideas w he n appropriate.
-·- 1. Predict what could go wrong so you can make
sure it doesn't happen,
...... 2. Show that you know a lot about the products
or services that you sell.
...... 3. Uly thinks Jack needs to make all the decisions.
..... 4. Uly belíeves that lthere is a posltíve side to
making mistakes.
...... 5. Jack finds it difficult to keep track of the status
of all the projects.
...... 6. Uly thinks that Jack should meet with the whole
team one day per week.
...... 7. Uly doesn't think that teams benefit from having
to help each other.
...... 3. Make sure that your team knows w hat it Is that
you want.
..... 4. AJlow your employees to be responsible for
their own worl<.
-·- 5. Make sure the employees respect you.
..... 6. Gíve your team opportunitíes to learn so that
they become better al their jobs.
...... 7. Let your employees know that you value their
opinions and suggestions.
..... 8. Socialise with your team.
We can use reflexiva pronouns to talk about
actions where the subj ect and the object are the
same.
lf you want your team to develop, you have to Jet
them work out how to do things for themselves.
1so/ved the problem by myself.
4D 3 ◄>)
131 Listen to the dialogue again and complete
the sentences.
1. What are you finding ........................................... ?
2. 1can't make ali the ............- .............................. .
3. They need to work things out for themselves if they
are going to ....- .................- .................. .
4. But what .....- .................................... they make mistakes?
5. 1find it really hard to keep ............................................. with
the progress people are making.
6. You should _................- ..............- ... a daily stand-up
meeting with your team.
7. That's a ..................................- ........ .
,~,.¡.,¡,..;,a:i
0
Work in pairs. Write a dialogue similar to the
one in Exercise 2 using the phrases from
Exercise 3. Practise your new dialogue.
Working with Vocabulary
O6
Circle the correct answer.
1. Do you constantly receive phone calls?
a. Yes, sometimes two or three limes a week.
b. Yes, all day long.
2. 11's a great idea, but how are we going to make it
a reality?
a. First, we will need to get a team of people with
the right skills.
b. Let's see if it sells well.
3. We must identify the cause of this drop in sales.
a. Yes. Perhaps we need to do sorne market
research wilh a proiotype.
b. 1agree. We have to know why lt's happening.
4. Do you feel that your manager empowers you?
a. Yes. He trusts me to make a lot of decisions
about my work.
b. Yes. He always gives me a lot of work to do.
5. Do you get along w ith your manager?
a. Yes. 1think he is rreally good at his job.
b. Yes. 1really like him.
6. l've worked out how we can deliver this project
( IC/IS ) VOCABULARV PRESENTATION
on time and below budget.
04
a. Great! What's your solution?
b. Really? 1guess we'II have to cut costs
somewhere.
7. Doesn't it bother you when your boss gives you
so much work to do?
a. Not really - l like being busy.
b. No. She said it needs to be done by this
afternoon.
Write each word or phrase below next to its
definition.
approach • delegate direct • enhance
implement lead to praise • take steps
1 ...... ................. _................... : supervise, control
2.........................................._ : improve, increase
3 . ..................... _................... : cause
4 ............................................ : do something in order to
achieve an outcome
5 . ............................................. : visit and speak to someone
6 ............................................ : give responsibility to another
person
7. ............................................. : say that you think someone
hasdonewell
8 ............................................ : put a plan into action
O5
Circle the correct answer.
1. To be a successful leader, you need to be
proactive / reactive. Don't just wait for things to
happen before you act.
2. Your ideas are wonderful, but their inspiration /
implementation won't be easy.
3. The Operations Director meets with her team on
a regular basis / crisis - twice a week.
4. Our main problem right now is a direction /
lack of space in the office building.
5. Our Managing Director has got a clear
circumstance / vision of the company's goals
in the next íJVe years.
O 7 companies
◄>)
are discussing their managers'
132 Two friends who work at different
leadership styles. Listen to the conversatlon and
tick (✓) the correct c olumns.
....
-.. ..
1.
2.
has lunch with the
employees
separatas personal life
from work lite
3.
is an inspiring model to
the employees
4.
often praises the
employees
5.
trains the employees well
6.
often answers phone calls
while training employees
YourTurn
Work in pairs. Turn to page 117. Discuss the
good and bad aspects of each behaviour.
Which two are the m.ost important for a leader?
:
.
C,Getting Started: Vocabu/ary (page 1@)
O 2 ◄>)
134 The Managing Director (A) of a hotel is
talking to the Marketing Director (B). Listen to
the dlalogue and circle the correct answer.
1 ◄>) 133 Read the notes from a seminar. Put the
information in the order the writer mentions it.
A: We're having a board meeting on ' Thursday I
Friday to discuss the hotel's strategy in the light of
changlng c ircumstanoes.
Building a Strategy = A Leader's Role
B: What are you most concerned about?
The leader sits in the driver's seat - navigating the
A: Well, tor one thing, our food suppliers have just
announced that hey're going to ra1se the1r
p1 ces next • nonth / week.
future with strategic awareness.
Be prepared - don't be caught off guard.
B: Oh, dear. And the prioe of water and 3· e/ectricity /
gas have both gone up.
Must step back from everyday work life. Not leader's
job to pul out tires. Need to evaluate things from
A: And now a new ho ,e1 1s opemng down the
a broader perspective. 11 takes discipline to set aside
road from us.
lime, away from ali the operational distractions, to
B: Yes, 1know. lt's a chain called Browne's and their
hotels look good, but I don't know much about
them.
analyse the situation and make p lans.
Keep on looking for ways to do things better, raster and
cheaper. Maybe reinvent the business and its strategy.
A: Me neitherl We must gather 'llore ir fo rr aron
about th1s 1e" co 11pet tor. What do they
offer and for what prices? That way, we can
define the problems / ,ssues clearly and
then break the problems down into smaller
prob,ems.
Not enough lhat management know the company's
strategy. lt must be clear to every single employee what
the company's strategy is and what his / her role is in
achieving the goals - at company level, department
level, team level, personal level.
B: OK. 1'11 see what I can find out about Browne's
and this new hotel and update you 5 before ! In
the meeting.
QUESTIONS TO ASK:
A: Thanks. Going forward, it looks like we've got a
few c hallenges ahead of us, but nothing we can't
overcome.
• Wh at changes are likely to take place in the future that
will affect the business? (new competitors entering the
market? bargaining power of suppliers - raising their
prices? bargaining power of customers - demanding
lower prices?)
• Will any of these changes make your company's
O3
Read the dialogue in Exercise 2 again. For eac h
sentence, circle all of the correct options.
1. There is going to be an íncrease in the cost of . .. .
services / products irrelevant to customers? (threat of
a. food
substituta products / services?)
b. power
• Are there ways for your company to be a force for
positive change? (lead a technological revolution in
the field?)
c. water
2. Browne's is a company they are ... with.
a. familiar
c. unfamiliar
b. in competition
..... a. lnvestigate how the marlket is going to change.
..... b. Look for ways to improve the way the company
operates.
..... c. Don't focus on the details.
..... d. See how your company can do something that
none of your competítors are doing.
..... e. Make sure all the staff know what they need to do.
..... f. Be ready for anything.
..... g. Assess whether changas will make what you offer
unnecessary.
3. The Managing Director wants to know about
the new hotel's ....
a. charges
c. services
b. design
4. The Marketing Director is going to ....
a. do sorne research
b. give a presentation in the meeting
c. tell the Managing Director what he finds out
5. The Managing Director is ... be able to deal with
the problems they face.
a. sure they will
c. sure they won't
b. not sure they w ill
-
Find out more~
Companies need to be able to adapt to change.
Go online and find out why Blockbuster failed
while Netflix succeeded .
•
•
•·c•i•l•"ii•«:J
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4
Circle the correct response.
1. What is your role in the department?
a. 1 design the promotional material.
Phrases like put out fires and going forward
are examples of language that is quite specific
to the office environment. Other examples are
touch base (make contact with someone) and
by e/ose of play (by th.e end of the working day).
Are these phrases the same in your language?
b. 1 think we work well together.
2. Do you need a lot of discipline to do your job?
a. Yes, but l'm sure we'II solve the problem.
b. Yes. You have to be able to concentrate on one
thing for a long time.
3 . What did that customer demand?
a. She asked about the price of these shoes.
b. She wanted a full refund.
4. What is the most serious threat to your company at
present?
a. lt's the increasing competition from start-ups.
b. We've developed an effective marketing strategy.
5. Does your bookshop belong to a chain?
a. Yes. There are 26 other branches throughout
the country.
b. Yes. We've been on these premisas for over
50years.
6. Do you think smartphones have made MP3 players
irrelevant?
a. Yes, of course. Thesa devices are totally
compatible.
Tick (✓) the logical se ntences.
_.... 1. The digital revolution affected every aspect of
the film and music industry.
...... 2. The continuous ringing of phones in the office is
a distraction for me.
...... 3. The company must reinvent itself - its main
objective should be to continue to create music.
...... 4. We need to look at this from a broader
perspective and focus on the details.
...... 5. Now, let's step back and evaluate this
information calmly.
...... 6. They have more bargaining power now, so they
can demand a higher price.
...... 7. Today, there is less awareness of environmental
issues than 50 years ago.
...... 8. lt's importan! to s et aside time to evaluate your
employees' progress.
••i•i•iii•ii,K::J
"4>) 135 Replace the words and phrases in bold
with the correct w ord or phrase below. Then
Work in pairs. You are managers at a local
chain of fish restawrants. You are meeting to
discuss the company's strategy in the light
of changing circumstances. Ask and answer
questions to complete the chart with the
listen and check your answers.
problems and possible strategies. You can
b. Definitely. 1don't think anyone uses them any
more.
O5
06
be caught off guard • force going forward
in the light of navigate • overcome
put out fires • substitute
1. The CEO must help the company to handle
a complicated marketplace.
- - -········-·······················-·····
2. l'm sure we'II succeed in dealing with this
problem . ..........................................................
3. Our managers must handle crises ali the
time ...........-...- ...·--...............- ...................
4. She has become a powerful influence in
the boardroom. ..................................... _ __
5. Plan ahead. You don't want to be surprised
and not prepared.............- ........................_.....................
6. Customers are demanding healthier food. What
can we use as a replacement for sugar in our
products? ...............- .............................................
7. Considering this new information, l'm afraid we will
need to change our plans. _....................................... - ...- .........
8. From now on, we will need to manage our budget
bettPr ..................- .............................- ..........
add strategies of your own.
Student A: Use the lnformation on page 117.
Student B: Use the information on page 128.
Reading
1 ◄>) 136 Read a page from a coursebook for businesspeople. Write T (true)
or F (false) next to each statement. Correct the false statements.
l Osteps to b.usiness success
Step 3: Teamwork
A common mistake that companies make is to think
that putting people into teams will automatically mean
that they start working more effectively. The reality
can be very different. Companies often need to provide
their employees with sorne training on how to work well
together.
When a group of people are collaborating to find
a solution or reach a decision, there will always be
differences of opinion. What is important is how people
deal with these disagreements. Unfortunately, people
often argue instead of working together to try to find
the best solution. Their priority becomes winning the
argument rather than doing what is best for the
company. But remember, when people disagree with
us, it's not personal. It shows that they share our
commitment to finding a solution and in the end, we
all want the same thing - what is best for the
company.
Discussing and listening
When someone's opinion is different from ours, we
should try to understand their ideas and be willing to
accept them lf they are better than our own. We must
also listen respectfully to their input about our ideas.
They may have identified something problematic about
our suggestion that we hadn't thought of. Very fevv ideas
are perfect when they are first put forward, and this is
why collaboration is so valuable.
In an open discussion, a team can
evaluate the strengths and weaknesses
of ideas and very often come up with
a better solution. If people are afraid to
say what they think because they don't
want to get into an argument, a team
won't perform weU.
Training
Organising sorne workshops where
people have the opportunity to work
on their interpersonal skills, including
how to tackle disagreements and
settle conflicts, can really help to
make sure that a team bonds well
and pulls together for the good of the
company as a whole.
D
The writer thinks that ....
_.... 1. people might have to be taught how to be
an effective team member
···················-·································- - - - - - -··········-························
_,... 2. teams should avoid having different ideas about
what to do
.................._............................................·- - -·· ..···..·············- ··············..··......
...... 3. when there is a disagreement, people
sometimes forget the main purpose of being in
a team
...... 4. when someone disagrees with us, it's usually
because he / she doesn't like us
...... 5. if someone doesn't agree with our idea, it's often
because he / she doesn't understand what we
mean
_,... 6. when people are worried about conflict, they are
less likely to contribute
Writing
2 Imagine that your company sent you on
a teambuilding day. Write a review for the
company Intranet about your experience.
lnclude:
• the teambuilding activity you did
• who else attended
• what you liked or didn't like about it
• what your colleagues thought of it
• whether you think it will make the team wor1< better
together
Useful
Language
1went on a teambuilding day last week with the
rest of my team.
Wedida ....
We had to work together in order to ... .
1enjoyed it when we ... because ..• .
1thought ... was a good / bad idea because •.. •
1didn't like it when we ... because .•..
1think that the teambuilding act ivity will help us
to ... because ....
•
Writing Guide, page 138
Review 9
Listening
O 3 ◄>) Three people, Karen, Ted and Linda, are giving their opinions about teamwork.
137
Read the questions. Then listen to tbe speakers and write the correct name next to
each question.
Who says .. . ?
1. teamwork is an opportunity to gel to know your colleagues ......................................- ....
2. we shouldn't create teams lo solve small problems ·-··-...........- ..,-..........- ..
3 . they spend more time trying to deal wilh arguments than tackling the issue ..............................- ............
4. sometimes a team can t.ake more time to solve a problem than is necessary ........................... - ..............
5. talking to colleagues is a way to improve your knowledge ...........- .........- ....- ............
6. employees need to have more responsibility to make decisions alone .............................................
7. sometimes people jusi want to be praised _ _ _ .. - --...- ...........
8. meeting with people from other departments to discuss an issue can be useful .............................................
Speaking
O 4 e,::>
Work in pairs. Use the mind map to help
you.
Listening
O 5 ◄>) 138 Samantha Gibson is talking about her
Student A: You are going to talk about the positive
aspects of teamwork.
experience as a busi'ness leader. Listen to her
talk and tick (✓) the opinions that match what
she thinks.
Student B: You are going to talk about the negativa
...... 1. lt's possible to learn to be a leader.
aspects of teamwork.
...... 2. Sorne people are natural leaders.
...... 3. Sometimes, a leader has to pretend to be
something he / she is not.
...... 4. Being friends with your employees is d ifficult.
...... 5. You should give responsibility to your team .
...... 6. There is only one way to be a leader.
te.am spir lt
...... 7. You need to ask for your employees' opinions.
and bonding
...... 8. You should only talk about business with your
employees.
confllct
A: One advantage ot teamworl< is that it encourages
people to take resrxmsibility for their rote in the
team because they don't want to !et the rest of
the team down.
8 : That's true, but there are atso people who leave
a/1 the work to the other members of the team.
Speaking
O 69
Work in pairs. Imagine you are both
successful leaders and you are preparing a
talk to give to sorne new managers about how
to lead. Discuss what advice you would give
them. Use the points below to help you.
• empowering employees
• leadership style
• asking for their opinions
• developing your team
• time management
C,Getting Started: Vocabu/ary (page 158) )
•
◄>) 139 Read the Job advert. Then write T (true) or
F (false) next to the sentences below. Copy the
words that gave you the answers.
■ Sales Manager - Electronics
Sharp Eye Technologies Ltd Headquarters
New York • Role will be based in the Berlín office
i{I Management Level
iiiit 1,500 Employees
Toe Sales Manager ....
...... 1 . will supervise many people
..._ 2. must have experience of organising exhibrtions
Job responsibilities include:
..._ 3. will look far new customers
• running a small but dynamic sales team
• particlpating in exhibitions
• providing customer support
• identifying and targeting new mall'kets
• negotiating contracts
·················-··········-··········-··---·········..······..····-····-···········-····-····... ...
,
...... 4. needs to be able to direct and inspire a team
...... 5. will need to know how to examine the German
éléctronics market
Job requirements:
• previous sales experience
• ability to lead and motívate a sales team
• excellent interpersonal skills
• ability to analyse local markets
• effective negotiating skills
• fluent in German
• willing to relocate to Benin
For more information, contact Becky Presten al
beckyp@jobhunt.net.uk or click the button to apply.
...... 6. must be good at reaching agreements with
customers
···-····........................
___ -
...... .......................-...................................-.....
...... 7. onty needs to know a little German
...... 8. will need to live ín Berlín
f+iQijh
Please note. Only su1table candidates w1II be 1nvited for an interview.
O 2 ◄>)
140 The Head of Sales. Jeremy Harper, is
interviewing a candidate, Liz Neilson, for the
job of Sales Manager. Li sten to the dialogue and
complete the sentences with one or two words.
1. The first thing that Jeremy asks about is Liz's
............................................. background.
2. Uz studied Business Studies for ................ ................. .........
years.
3. Liz currently works as a ............................................. for
Greendale Chemicals.
4 . Uz wants to leave her curren! job because she
wanls more of a ............ - .......................- .... .
5. Liz knows a lot about the .. _................- ................ _ ..
6. Uz has experience of ......_..................- ................ a team.
When companies want to fill a high-level position
and are looking for an especially highly qualified
candidate, they often use,the services of
recruitment companies called 'headhunters'.
O 3 ◄>)
141 Complete the s entences with the correct
form of the verbs below. Then listen and check.
your answers.
be • get • know • leave • tell • think • work
1. Could you _ _ _ ............... me about your
educationat background?
2. Have you ....._____ ......... experience in sales?
3 . t ............................................. in touch.
4. Why do you want .............................................?
5. Why do you ............................................. you're a good
candidata for this job?
6. l'd like ... .........- ....................... more about how well
you work under pressure.
7. How long have you .....- ..................................... there?
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Pr.actise your new dialogue.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION J
O4
Match A to B to form logical sentences.
A
1. You have a lot of experience of selling books,
2. Toe successful applicant must be fluent in Spanísh,
3. 1think you should take tlhe advanced course
in English
4. 11 isn't easy to work under pressure,
5. lf you're going to target a new market,
B
•... a. so l'm afraid you aren't suitable.
•... b. so make sure you take time to relax.
•... c. so we'd like to offer you the job.
•... d . you need to do sorne research into what they
want first.
•... e. to continue improving.
O5
Complete the sentences with the words and
phrases below.
educational background • headquarters
logistical support • relocate
secondary school • vocational course
1 . The company's ··························-·..····················-····-· are
in London.
2. The job requires me to···-··········- ····-···········- ····-················to Paris.
3. What is your ···············-····-····-··················-············ 7 Did you
study at university?
4. 1provlde - - - - -····-················. 1make sure that
the equipment - the projector and microphone is working befare meetings.
5. 1finished ............................................................ when I was 18.
Toen I took a .............................................................. in electronics.
O6
Match the adjectives in A to their opposites in B.
A
1. outgoing
2. insecure
3. hard-working
4. organlsed
B
..... a. messy
..... b. confident
..... c. introverted
..... d. lazy
f9 1 ◄>)
142 Circle t he correct answer. Then listen
and check your answers.
1. Lisa is going to help me plan my survey. She's
very insecure / knowledgeable about market
research.
2. Tom is very good at keeping track of office
supplies in our company. He's very messy /
organised.
3. Amanda is very hard-working / confident. She's
al the office trom 9 am to 7 pm every day.
4. Is Paul someone that we can trust with this? Do
you think he is outgoing / responsible enough?
5. lt's my first day at this job. l'm very anxious / lazy!
6. Chloe isn't a good marketing representative. She's
too quiet and dynamic / introverted .
7. l'm not very confídent about my work. In fact.
l'm quite insecure / responsible.
8. l'm under pressure and I haven't got time to
file papers, so my office is very messy / lazy
right now.
Oa◄>)
143 Listen to part of a Jobs podcast giving
advice for job interviews. Which two of the
things in the list below does the presenter nru
mention?
1 . the importance of alTiving on time
2. how to dress for an interview
3. how to greet the interviewer
4. how to answer questions
5. what documents to bring
6. how to organise your documents
7. how to practise
8. which questions to ask the interviewer
9. the importance of smiling
The presentar does not mention .... or ......
0
YourTurn
Work in pairs. Discuss the items
in Exercise 8. Wh at advice
would you give for each item?
O
Getting Started: Vocabu/ary (page
O 2 ◄>)
@
145 The Human Resources Director (A) is
conducting Liz Neilson's (B) second interview.
Listen to the dialogue and fill in the missing
1 ◄>) 144 Read the lntervlew lorm. Answer the
questions.
words.
A: Hello, Liz. lt's nice to see you again Please
,.
PosmoN: Sialu Rep
B: Thank you. 1m glad to be here.
Liz. NeilJOVL
Name:
A: You re one of three candidatas that .,_ e ve
invitad back for a second interv,ew. Before 1
ask you for more information about
2. .................... - ............... _ _ _ , l'd like to tell you
more about the job.
07700 'f0O 'f5~1
Tclephone:
Add ress: l 7 LilypoVLd Drive, M" iu'1uter
I i~uk.11.e,tt
E-mail:
B: That would be great. Thanks.
Education: ll) secondary school
university ll) vocational
A: This Job calls for a lot of overtime. How do you
O
Skills:
feel about that?
Campl,(ter skills: Word, Exce/, PowerPoint
B: That 3· ............................................................... me. l'm keen to
succeed, so l'm happy to work long days and I m
flexible ,bout hou s
E113ti.fh {11111t ive), (jer11-1"vi, {fil.(ent)
Languages:
Work experience:
lnterviewer:
5"/u M"l'l'l,9e,r - 3 yucrs
A: Great. The startmg sald y ,s E'.60,000 pe annum.
0ur sales reps work 40 hours a week, but as a
manager, we expect you to be conscientious and
work •·......................................- ...................... .
_g re.evi,d,de Chet111 iuiIs
Jeremy H"rper
B: That's fair. What about leave?
~tk All.jl.(.ft
lmpressions: l-t"rd- worki.113, rupo11Jible,
Date:
A: You get 25 days 6 · ............................................................... . The
retirement benefits are great and other perks
include free health insurance and gym membership.
o".J" vtise-d, out..90 i113
B: That's great. lt sounds like the perfect job
Schedule a second interview: IZlves ONo
A: Good. And, wl at is your not1ce perrod at your
current Job?
B: Four weeks.
A: 0K. Next, l'd like you to tell me how you handled
1. Whlch city does Liz Neilson live in?
sorne different situations at work. First, can you tell
me about a time wh.en you had to resolve a conflict
between G. _ _ _ ...........................................?
2. Did she study at university?
- - - ········-·················-·······....................... _,...................
3. Which computar programs is she familiar with?
O3
4 . Which languages does she speak?
A
1. 3
5. How many interviews has she had so far?
1
-
2. S:::60,000
3. 40
4. 25
Find out more ~
5. 4
Go online and find a list of sorne of the most
common interview questions. Which one do you
think would be the most difficult to answer?
...
Read the dialogue again and match the numbers
in A to what they refer to in B.
\
._.. a. how many hours a week the
me mbers of the team work
._.. b. how many people are having
a second interview
·- .. c . how many weeks of notice Liz
needs to give her curren! employer
_ .. d. how many days of holiday the
company gives new employees
-·· e. how much Liz will be paid if she
I ,
-------------..::{
What are the advantages and d isadvantages' - '
of using job interviews to decide if someone is
suitable for a job? Do you think interviews are
a good way to choose a suitable candidate for
ajob? Why?
B
gets the job
Work in pairs. Practise the dialogue
in Exercise 2. Pary attention to the
expressions in colour.
W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATJON 1
O4
~ >) 146 C hoose the correct word to complete each
sentence. Then listen and check your answers.
fast learner • multitasking
1. l'm a .. _.....-.....-.......................- .... 1don't need a lot of
explanation.
2. l'm not very good at .....................- ....- ................. 1can't
do more than one thing at a time.
incentive • start ing salary
3. The ......-...·-··.. - ...- ....- ......... _ is E'.45,000 per annum.
4 . Our company gives the best employees
a weekend at a holiday resort. lt's a great
....-....- .................- ... -......... to work hard.
schedule • shift work
5. The workers at the factory do ........................-..................... from 7 am to 3 pm and from 3 pm to 11 pm.
6. Every week, the marketing reps get their
............. ...... ........................ for the following week.
tire • recruit
7. Greg was late for work again. l'm sure they'II
···-..·-·· ..··········-·.. -·······.. him ooon.
8. Does your company .._........................................... many
college students?
health insurance • retirement benefits
9 . Do you get good ....- ...- .................................. at your
new job? You'II need money to live on when you
stop working.
1O. My ............................................... pays for my visits to
the doctor.
notice • perk
11. One ...........- ...- ........................... of working here is that
you gel 10% off at sorne of the local restaurants.
12. 1 need to give two months' ......................_ ....................
when I want to leave my current job.
O5
06
Match t he adjectives in A
to their definitions in B.
A
1. sensitive
2. creative
3. conscientious
4. industrious
5. easy-going
B
...... a. can think of original ideas
...... b. very serious about doing duties and what is light
...... c. hard.. working
..... d. aware of other people's feelings and behaviour
..... e. pleasant and relaxed
A
W 7 Circle the correct response.
1. Are you flexible about your hours?
a. No. 1don't want to do shift work.
b. No. l'm easy-going.
2. Our company has jusi fired three sales
representativas.
a. Why? Were they too keen?
b. Why? Were they not hard-working enough?
3. The Sales Manager is giving a E'.2,000 bonus to the
sales rep who sells the most phones.
a. That's a great relirement benefit.
b. That's a great incentive.
4. The Managing Director has jusi offered Mike
a permanent job.
a. That's probably because Mike is such a fast
learner.
b. That's probably because Mike is too ambilious.
5. Will you be able to do this project as well?
a. Yes. l'm good at multitasking.
b. Yes. l'm always punctual.
Circle the correct answer.
1. l'm very keen / art iculate. l'm good at speaking
in public.
~ YourTurn
2. l'm very ambitious / decisive. 1want
Work in pairs.
a successful carear.
3. l'm a temporary / punct ual person. l'm never
late.
4. l'm not decisiva / permanent enough. 1need to
be quicker at making a choice.
5. l'm not very ambitious / flexible about hours.
1can only work at certain times.
6. l'm very decisiva / keen to get a job in the
fashion industry. lt's what l've always wanted to
do.
7. l'm looking for a flexible / permanent job. 1want
to work for the same company for a few years.
8. This job is for three months. lt's only a
hard-working / temporary job.
Student A: You are the Managing Director and
are interviewing a candidata for a job as a Sales
Director. Ask questions to complete the interview
form on page 11 7. Then discuss work hours,
salary and benefits. Use the job information
below the form.
Student B: You are applying for a job as a Sales
Director. Answer the interviewer's questions. Use
the personal information on page 128. Then ask
questions about work hours, salary and benefits
to complete the job lnformation form.
>
Workbook, page 40
\
.
1
__
-·....,
-==-
===--===---·
Getting Started: Vocabu/ary (page 159) )
-----
◄>) 147 Read the tlps for preparlng a CV. Answer Amy's
and Patrick's questions.
A CV neects to include all the necessary information
as briefly and clearly as possible. It should also
look and sound professional. These tips will help
you to create the right impression with your CV.
■ Layout: 11.Jse headings to make your O/ easy to read.
Use the following: Personal details, Personal statement,
Work experience, Education, Languages, Skills. Use
bullet points for the information under each heading.
■ Persomlll detili15; lnclucle your name, home aclclress,
phone number and e-mail address. Don't say what your
gender is, your age or date of birth, or your marital
status. The only social medía you should add is your
Linkedin profile.
■ Personal! statement: Write one or two sentences
describing what your career objectives are and how
you can benefit a company.
■ Work ex,perience: Write your most recent place of
work first. Say what your duties were, but don't just
write a job description. You should say what your
achievements in that role were. You can also include
any part-time work that you have done.
■ Education: Say where you studied. Always start with
the most recent place you studied. Include relevant
courses and the marks you received.
■ Languages: Mentlon any foreign languages you speak
and how well you speak them.
■ Skills: List computer skills or any other skills (from
work or outside work) that are relevant to the job.
■ Check: Use the spell-check on your computer and ask
someone else to read your O/ to check for mistakes.
■ References: Don't include your references on your
0/, but ask two people if they would be prepared to
give you references. One should be from a place where
you studied, the other should be from a place where
you worked. You shouldn't have a family member as
your reference.
Is ita good idea to mention my hobbfes?
Reply: 4• .............. _ _ _ _ _ _ _ _ _ .................._ ....
How many headings should I include in my O/?
1
• ... - ........ - - -·····..••.............- ......... - ..........- .........._ ........
Arny
Reply:
Should I put my date of birth on my O/?
Patnck
Reply· 2- ................- ......... -............................. ·- - Do I wrtte my references' contact details on my O/?
Reply· 3• ........................................................................._ .................................
Why do you think we don't include '
information like gender, date of birth
and marital status on a CV?
48 2
Should I include part-time work that I've done?
Reply: 5• _ _ _ - - - ...................................................
Should I put links to my Instagram and
Facebook accounts?
Reply· 6. ...._ .......................- ........ _ _ _ .- ................ _ __
'
In sorne countries, it is
common to put a photograph
of your face on your CV.
Match the informati~n below to th~ correct.heading on the CV.
1. 2018-2021: Marketing Manager, Ra1nbow Paints .............- ...............- .........
2. stewartd77@jmail.com ...............- ...........................
3. Spanish (native), English (advanced), Japanese (intermediate)
4. 2016: Diploma in Business Studies - Bonneville School of Business
---· ................_
5. Word, Excel, PowerPoint _ _ __
6. A híghly motivated Marketing Manager looking for a new challenge.
Proven track record of .... ...-........................................
0
YourTurn
Work In pairs. Turn to page 118.
Look at the CV and talk about
the mistakes that Deborah
Hansen has made in her CV. Use
the tips on this page to help you.
W orking with Vocabulary
Os ◄>)
( IC/ IS ) VOCABULARY PRESENTATION J
answers.
1. Glenda needs to work on her ............- ................- ....- .... .
She can't always explain what she means clearly.
03
Circle the correct response.
2. lf you want to get the best possible price from
suppliers, you need to be good at .............- ............................. .
1. What does the job description say the job involves?
a. ldentifying opportunitres in target marl<ets and
developing strategy.
3. We really need to come up with sorne original Ideas,
so I want everyone to ........................- .......... - .... .
b . Full-time with 25 days' annual holiday.
4. He has great ............................................ - he knows the
industry, he's good at analysing a situation and he's
really good at motivating and developing his team.
2. What are your career objec tives?
a. 1 finish my course next year.
b . 1want to be a senior designar within the next
three years.
5. Laurence doesn't have any .......... _ .......... _ .......... . He's
learnt everything he knows through experience.
3. Which foreign languages do you speak?
6. 1decided to show sorne ........................................... and
found a solution to the problem myself.
a. l'm fluent in Portuguesa and Russian.
b . My first language is English.
7. Amanda was an excellent student. She gained
a bachelor's degree ····- ············ - ·..············· from
Manchester University.
4. Who are you going to ask to provide references?
a. Sorne of my colleagues helped me.
b. My tutor and my previous boss.
5. You say you have a proven track record in delivering
projects on time. Tell me more.
a. Yes. In the last si.x months, l've managed three
big projects that were all completad to schedule.
6. What is the best layo ut for a CV?
a. Use headings and bulle! points.
b . Don't forget to check for any spelling mistakes.
7. lf someone has the right qualifications and
experienoe, their gender isn't importan!, is it?
a. You 're right. lt doesn't matter where they are trom.
orawoman.
8. What were your achievements in that role?
a. 1earned about €28,500 ayear.
b. 1 managed to c ut costs by 25%.
O4
Put each word or phrase into the correct column
according to whether it irefers to education or
workplace abilities.
bachelor's degree • communication skills • d iploma
formal training • graduate • managerial skills
master's degree • negotiation • problem-solving
think outside the box • with honours • initiative
Education
Workplace abilities
8. After she finished her bachelor's degree, Gemma
went on to do a ............................................. from Cambridge
University.
O<, ◄>)
b . Yes. The current project l'm responsible for is
supposed to be finished by the end of the year.
b . You're right. lt doesn't matter if they are a man
148 Complete the sentences with words and
phrases from Exercise 4. Listen and check your
149 Martha is helping Tim with his CV. Listen
to the dialogue and choose the correct option to
complete each sentence.
1. Tim wants to apply for a job as a .. . .
a. photographer
b. sales representativa
2. As a hobby, Tim enjoys ... .
a. photography
b. repairing cameras
3. When Tim worked for a company callad Arkwright
Electricals, sales in hís region . . . .
a. decreased
b . inc reased
4. Martha says Tim was good at communicating with
customers and .. . w hen they were colleagues.
a. working w ith others
b. leading a team
5. Tim has ... how to use different computar programs.
a. experience of
b. a qualification in
6. Martha thinks that the font Tim wants to use is
too .. . .
a. big
b. small
~+ YourTurn
Work in pairs.
Student A.: You need to write a CV to apply for a job.
Student B: You are helping Student A with his / her CV.
Follow the flow chart on page 119 and act out
the conversation.
••
•
o
1 ◄>) ,so Read Cralg Slnclalr's cover letter. Tick(✓)
the things that he include s.
Ncw musa "
To
From
Sub¡ect
OP~1
dewa10uys1alsystems.co.ne1t
Cralg S1ncla11
Sales Re~esentabve Role
Dear Ms Dewar,
1 am writing to apply for the role of Sales Representative as
02
Read the cover letter again_Write T (true),
F (false) or OS (doesn't say) next to each
statement.
...... 1. Craig does ali his job searching online.
...... 2. Craig recently became interested in computers.
...... 3. Crystal Systems is a large technology company.
...... 4. Crystal Systems has recently launched sorne
products.
advertised on the Job Match-Up website. Please find my
CV attached.
...... 5. Craig is interested in computers, but he doesn't
1 have always been interested in the information technology
...... 6. Craig thinks he is good at talking to people.
sector. The opportunity to work with Crystal Systems, one
of the biggest companies in the industry, is one that I am
very excited about. Your new range of laptops and tablets
shows that you are a company that is looking to the future.
The job description says that the role involves finding new
customers to stock your products and providing them
with support. 1 currently work for a,n 1T company, so I am
very knowledgeable about the technology market, which
will help me to identify potential new markets. 1have very
good communication skills, which means I can deal with
customers well. 1 am also able to provide technical support
because I am very familiar with the products that you sell.
have any relevant work experience.
...... 7. Craig prefers being interviewed overa video call.
1- -Find out more~
Go online and find a job that you would like to do
when you finish your course. What does the job
description say the job involves? What skills and
experience does it ask for? How many of these
things do you have or do you know already?
1 am available for an interview at any time that suits you -
either at your offices or overa video call. My current notice
period is one month.
Many thanks for taking the time to consider my application.
Yours sincerely,
Craig Sinclair
@Craig_ Sinclair_CV.docx
-·- 1. Say what job you are applying for.
•..• 2. Say where you saw the advertisement.
..... 3. Ust your previous employers.
-·- 4. Say something positiva about the company.
.... 5. Talk about your hobbies.
...... 6. Say what you don'! like about your current job.
-·- 7. Show that you know about the company and
what it does.
...... 8. Say when you can ba interviawed.
-·- 9. Say how long it is before you can leave where
you work now.
•..•1O. Give your current salary and say how much
you would like to earn.
When writing a covering letter, write
Dear Sir or Madam and fin ish with Yours
faithfulfy, when you don't know the name
of the person you are writing to.
Work in pairs. Turn to page 119. Look at the
sentences from Jennifer Anderson's cover
letter. Work together to put them into the
correct order. Use Craig Sinclair's cover letter
as a modal.
O 3 Write
Imagine you are applying for one of the jobs in the adverts below.
your CV and cover letter. Use the CV on page 160 to help you.
·~
lnvent any extra information that you need.
CONNEC1ED.JOBS
~ SILVERLINE FOOD
~
Personnel Manager (London office)
~ NOVA FASHIONS
liilll Sales Director (Edinburgh office)
Job description:
Experience in the field of fashion preferred
• recruiting staff, organising training, employee
welfare
Job description:
Skills needed:
• develop sales strategy, create profit targets,
maintain relationships with customers
• communication skills, teamwork
Skills needed :
Send CV and cover letter to:
• sorne knowledge of French, communication,
working under pressure, market knowledge
Jerome Hanson jhan@silverlinefood.co.uk.nett
Send CV and cover letter to:
ELGAR MICROCHIPS
•
Finance Supervisor (Manchester office)
-M
Job description:
• working across accounts payable and accounts
receivable, accurate recording and reporting of
financia! information (mínimum three years'
experience)
Skills needed:
• problem-solving, organisation
Send CV and cover letter to:
Darrell Rogers drogers@elgarmicro.co.uk.nett
1
Tess Gladstone tessg@novafash.co.uk.nett
~ GEMS & JEWELS
T
Office Manager (Rome office)
Experience of running a busy office necessary
Job description:
• serving customers, sorne accounting
Skills needed:
• fluent in ltalian, communication, initiative
Send CV and cover letter to:
Christopher Smith cs@gemsnjewels.co.uk.nett
YourTurn
Work in palrs. Swap your CVs and cover
letters. Tell your partner what you like
about his / her CV and cover letter and
what he / she can change to mak.e it better.
•
•
•
Worlcbook, page 42
JOLLYTOYS
Production Team Leader (Cardiff office)
Experience ne<:essary
Job description:
• ensuring workers follow procedures and projects
delivered on time, providing support to team
members
Skills needed:
• communication, working under pressure,
leadership skills
Send CV and cover letter to:
Peter Lomax plomax@jollytoys.co.uk.nett
Reading
0 1
◄>) 151 Jack is writing to his friend Barbara to
give her sorne advice about the job interview
she is going to have at tlhe company where he
works. Read the e-mall. Write T (true), F (false) or
OS (doesn't say) next to each statement.
To: BatbataMUfphy
From: Jack Oawson
SOOject: lnlervlew IJpS
Helio Barbara,
lt was great to hear from you, Congratulations on getting an
interview with Thompson's Tools. That's very exciting. 1'11 be very
happy to give you sorne advice for your interview. lt will be great
if we can work together again, won't it?
Well, Collette Watkins and Andrew Appleton will interview you.
l've worked with Collette for two years. She's nice, very
hard-working and knowledgeable about the company. But
she's quite shy. So, if she doesn't talk much, don't worry - it's
not because she doesn't like you! Andrew is very different. He's
confident and outgoing. He'II probably do most of the talking.
They will definitely ask you about your experience of ensuring
that workers are following the corree! procedures. We've had
sorne problems with people not doing things correctly and there
have been sorne complaints from customers. That's wny we
need a great Production Team Leader like you to make sure
everything is done propertyl You should also think of sorne
examples of how you've successfully worked under pressure to
tell them about, because it can get quite stressful here. And we
often lhave to work late or at weekends, so tell them that you
are flexible.
Andrew and Collette worked very clOsely on our latest ranga of
tools, and they're very pleased with them, so tell them how great
you think they are! And ask them sorne questions about what the
customer feedback has been like - they'II enjoy talking about ali
the positive reviewsl
When you've done sorne preparation, let's meet up and you can
practise with me. 1 think you're a gre.at candidata for this job.
See you soon.
Jack
_,,,, 1. Jack and Barbara have worked at the same
company in the past.
...... 2. Jack has worked at Thompson's Tools for two
years.
_,,,, 3. Collette is very confident with other people.
...... 4. Jack thinks that Andrew will s.ay more than
Collette during the interview.
...... 5. Sorne people at Thompson's Tools haven't always
done their job the way they are supposed to.
...... 6. Jack doesn't like the stress of working at
Thompson's Tools.
...... 7. The employees at Thompson's Tools usually finish
work at the same time each day.
...... 8. Andrew and Collette are proud of the new
products.
-···· 9. Jack s.ays that Barbara is the best person who
has applied for the job.
Listening
2 ◄>) 152 Charles is interviewing Grace for a job.
Listen to the dlalogue and choose the correct
option to complete each sentence.
1. Grace has come in for a .. . interview.
a. first
b. second
2. Charles asks Grace about how ... .
a. outgoing she is
b. to work well with other people
3. Charles asks Grace to tell him about her ....
a. greatest achievement
b. work history
4, The company needs someone wno can work ,. , ,
a. at different times
b. on different days
5. Arter someone has worked at the company for more
than a year, he / she gets .. , days of holiday.
a. 23
b. 25
6. The s.alary is , .. per month.
a. f:1 ,715
b. C1 ,750
7. Grace will find out if she has got the job ... week.
a. next
b. this
Review lO
Speaking
Speaking
O3 O
G5 p
Work in pairs. Follow the flow chart and write
the dialogue for a second job interview. Practise
your interview.
Work in pairs. Your friend Anna is applying for
a job as an Office Manager at a travel company.
She asked you to look at her cover letter.
Discuss what Anna needs to add to her letter.
1 Student A: Greet Student B.
_____]
L-ª!udent B: Return greeting.
V-
To: amandaste1100S@gstravel.co.ne1t
From: Anna L..atl<Jn
Subject: Office Manage,, Role
Student A: Say, "Describe a time when you had to
resolve a conflict between two members of your team."
Dear Ms Stevens,
1 am writing to apply for the position that I saw
advertised on Linkedln. Please find my CV attached.
1 have always been interested in travelling, so I would
love the opportunity to work with Golden Sands
Travel.
The job advertisement says that you need someone
with experienoe of handling travel arrangements.
1 have got experience. You also say that you want
someone who has good communication skills and
can work in a team. 1 have got these skills.
My current notice period is one month.
Yours sincerely,
Anna Larl<in
Student B: Met with each person individually. Then
had a meeti
ree on solution.
Student A: Ask, "How do you maintain good working
relationships with colleagues?"
Student B: Respect others' opinions and experience.
Speak politely.
1 Student A: Any questions?
_3í - ~ - - - - - - - ,
Student B: Hours per week1
Student A: 40.
1 Student B: Holiday?
r-
=1
Student A: 24 days. Salary is €2,270 per month.
'---------=----..=---------------~
Writing
06
..:s_tu;...d;...e;...n_t_B_:..:D;..:..;
ec....:is....:io_n_w_h_e;.,n,..?_ _ _ _ _ _ _ _ _......
L.l
I
ílí
1 Student A: Early next week.
1
Imagine that you are the perfect candidate for
the job advertised below. Wrlte a cover letter to
go with your CV when you apply for the job.
Gll.fl.!UUl ~
CDNNECJm.JDBS
Gibbon's Musical
lnstruments Company
Listening
O 4 ◄>) Chris has asked Georgina to help him with
153
his cover letter for a job he wants to apply for.
Listen to the dlalogue and answer the questions.
1. Has Georgina already read Chris' cover letter1
Customer Service Manager
Job description:
• manage team of customer service reps, handle more
complex issues that customers contact the company
about, develop customer reward schemes
Skills needed:
2. Did Chris say where he saw the job advertised in
his cover letter1
.............................
........ ...................................................................
--- -
• communication, ability to work under pressure,
leadership skills
Contact: Graham Moore: g.moore@GMl.co.nett
3. Is Chris' hobby relevant to the job? Wny / Why not?
4. What three things does Chris say he likes about
the cars that Triton makes?
5. What is the job tille that Chris is applying for?
6. Which departments does Chris maintain the
financia! information for in his curren! job?
___
................................·-··········-·····-····- - - -
Useful
Language
Dear Sir or Madam,
1am writing to apply for the role of ... .
1saw this position advertised ... .
1see from the job advertisement that ....
The job description mentíons ... .
1have a great deal of experience of ... .
l'm available for an interview ... .
My current notice peñod is ... .
O
Wrltlng Guide, page 139
1
■■ From page 7
StudentA:
Give your partner the following directions in this
order:
Kitchen
···-····-·"·--····--···
f'\
f'\
f'\ Toilets
D
1. From the lift to the toilets.
2. From the toilets to the cafeteria.
··-·············-····
Cafeterla
[_
3. From the cafeteria to the conference room.
4. From the conference room to the kitchen.
I ~~;n, listen to your partner's directions and
C
\.J
7
\.J
plete your floor plan.
Conference
..................,,,_
~/
Lift
ti
Room
.......,-,..,.........
Stairs
From page 11
StudentA:
- Wilson Furniture
To order:
10 pi/1/1< hiqh/iqhtcr.s + 10 ycllow hiqhliqhtcr.s
:is writi/1/q pa~i/.s
s ro/1.s of .sticl<y tape
6 pair.s of .sci.s.sor.s
11
From page 13
StudentA:
HKwur~ RuOKrlU Dept11rtment ofjiu S14fpliu 11Uded
ltem
Units
i4ii4S
Pens
20 per packet N.00
(Single colour packs: 50 per packet E:9.00
Black, Red or Blue)
Paper
500 sheets
per packet
f:13.00
5cissors 1
P~drivu - 5
Scissors
Single
f:3.75
Pei,u - 5 Lue, 5
Sticky tape
Single
packet of 3
f:2.00
f:5.50
Pen drives
Single
pack of 5
f:7.00
Red 15
f:30.00
1 Pairwork
11
From page 15
Student A: Explain what help you need.
Student B: Agree to help.
Student A: Need to record a daytime and nighttlme message.
Student B: Dial 500 star + 1 for daytime message or 2 for nighttime message. Next, press Program to start.
StudentA: How to stop recording?
Student B: Press 3.
Student A: How to review?
Student B: Press 4.
StudentA: How to modify?
•...
•...
•
Student B: Press 5. What is your daytime message?
Student A: Say what you wlll record for your daytime message.
Student B: lt's good.
Student A: What is a good nighttime message?
Student B: Tell Student A what to say.
Student A: Thank Student B.
11 From page 17
StudentA:
l. your voicemail PIN
2. how to replay messages
3. how io record an outgoing message
4. how to log into the company 1ntranet
5. your intmnet username
6. your intranet password
1 Pairwork
f,I
From page 19
Student A: Ask Student B to explain the incoming mail procedure.
Student B: Agree. Ask what Student A wants to know.
Student A: What first?
•
Student B: Separata registered mail from standard mail and 'prlvate' or 'confidential' from the rest.
...
Student A: lf I open confidential mail by mistake?
Student B: Reseal, write 'opened in error' and apologise.
Student A: What next?
Student B: Fill in the log.
Student A: What details?
•
•
Student B: Names of sender and recipient. the date, enclosures, type of letter.
Student A: Thank Student B.
f,I
•
From page 2 l
StudentA:
ltem
Destination
How to send
Other instructions
1. clock
Glasgow
express courier
Pack in bubble wrap.
Label "Handle with care".
2. contract
Paris
registered mail
3. lnvitations
customers on list
second-class post
Pul in envelopes. Print address on envelopes.
1 Pairwork
11
From page 25
Student A: Southampton to Rouen.
Shipping value: L1, 1OO. Discount?
11
From page 29
Student A: Greet Stuolent B.
Student B: Ask to speak to Mr Nash.
•
Student B: No. Only over t'.1,500.
•
Student A: Say he's unavailable and give a reason.
Student A: Other companies cheaper.
Student B: Ask if you can leave a message.
Student B: But not as fast.
Student A: How fast?
•
Student A: Say yes.
•
Student B: Say why you are calling.
•
Student B: Transit time: 30 hours.
•
Student A: Ask for Student B's phone number.
Student A: Guarantee free of damage?
Student B: Yes. And online tracking.
•
Student B: 03069 990 783. Say it's urgent.
•
Student A: Say you'II ask him to call as soon as
Student A: Meet to discuss?
possible.
Student B: Time and location for meeting.
Student B: Say goodbye.
Student A: Agree.
Student A: Say goodbye.
11
•
From page 27
•
11
From page 31
StudentA:
Student A:
Trade option: importing red wines from Franc~
via a new sourcing company. The World
PENNY'S SPORTS EQUIPMENT
SourceDetails:
1. expected profit 1 5 %
[by selling 28.000 bottles = E:29.700)
2. manufacturar wants initial investment of
E:2,000
Market:
1. French wine is the most popular on the
market.
2. People are drinking less and choosing
a healthier lifestyle.
Sourcing company:
1. guarantees on-time delivery
2. provides shipping arrangements
Shipping arrangements:
Rates: E:400 per shipping of 100 bottles
~
e: fast shipping - 3 days
1 Pairwork
11
From page 33
StudentA:
Product: M imo/e~ cheese
Souru: Les Vaches, Ulle, Franu
Advanmqes:
• M imo/e~ nof-ljef-available in IJOUr countrlj
• é;{pectulprof,1: 12,c.
• Manufacfurer aqrees fll pa1jme11f-up fll .3O daljSafmr deliver':J
• Establishul supplier
Disadvanmqes:
• N of-sure local consumers will like fhis cheese
• Manufacturer won'f-sell small quanhnes
P
From page 35
StudentA:
M
T
W
T
F
1
2
3
-1
1
t
'º
11
t.4151817
18
7
BfST DAY
Tour Operators
21Z2lJZ<U
,. 19 ,o
P
G
From page 37
Student A:
Date of event:
3rd-4th September
Type of event:
PMA Mobile Phones Conference
Number of people:
120
Requirements:
• three medium-sized meeting rooms (to hold 20 peopte) with laptop, projector
and screen
• one auditorium (to hold up to 70 people) with laptop, projector and screen
• one small meeting room (to hold 5 people) w ith video-conferencing
equipment
Catering:
coffee breaks, buffet lunch and dinner on each day
Additional requirements:
WI-Fi thro ughout venue
••••
_ _
From page 39
MONTHLV SALES DEPARTMENT MEETING
15th November, 2023
Age nda:
10:00-10:30 Introduce the t:hree new junior office assistants to the team
10:30-11:00 New price structure that will be introduced on 1st December
11:00-12:00 Specifications of new product range that is being launched on 25th November
12:00-12:30 Rosaline's report on potential new markets
12:30-13:00 Brainstorm ideas for the sales conference in February
...
••••
_ _ From page 41
StudentA:
Minutes of the convention planning team meeting
Date:
12th June, 2023
Time:
Location:
MTI meeting room
Attendees:
Apologies:
Max Morgan
Agenda:
Plan SLUCA 2024 convention
Decísions:
Action points:
Task
Assigned to
Timeframe
2.
Toby (CEO's personal assistant)
By 15th July
3.
Lily (Marketing Director)
By 22nd July
1. Prepare budget
Date of next meeting: 31 st July, 2023
09:00-09:30
09:30-09:45
09:45-10:45
10:45-11:15
11:15-12:15
12:15-13:00
13:00-14:00
14:00-15:30
15:30-17:00
Greet customers.and.9ive.out.catalogues .and.name.tags ..........·-········..·····..···..········-..······..·····
········-····- ··········- ··········--···-·········· - - -·········-··········- ········- - - - ········- ···············- ························- ···- ··········- ··
Presentation:.Plastic _in.the Building Business ............-·········- - -
Presentation:.Recyclin9 Plastic?_..............·----········· -···················..········-···········...················.................
1 Pairwork
11
From page 43, Exercise 5
StudentA:
P1eeting with P1s Brigfflan.
CANCELLED
1 O: 00 Conference call to offices
in Japan
11:00
12: 00 Presentation to sales reps
13:00 Lunch with new suppliers
14 :00
11
From page 47
Student A: Greet Studlent B. Comment on his /
her company's booth. Toen introduce
yourself and the company you represent.
Student B: Respond by introducing yourself and the
oompany you represent. Ask Student A
for more information about what his / her
company does.
•
•
Student A; Describe what your company does.
Student B: Show interest by making a comment.
Student A: Suggest exchanging business cards.
----,
15: 00 Intervíewing candidate for
vacancy
Student B: Respond and end the conversation.
16:00
l[i1 From page 49
Student A: Greet Stuc:lent B.
Student B: Say you want to hire a car.
11
From page 43, Exercise 7
StudentA:
( Date and time: 12th June, 2023, 9.30 am
•
•
Student A: Ask what class of car.
Student B: Compact.
Student A: Ask for how long.
Location: Boardroom #2, 3rd Floor
Present:
Student B: One week.
Judy Morrow (Marketing and Sales)
Malik Sheraz (Human Resouroes)
Student A: Drop off where?
Ruby Howson (Financia! Director's PA)
Apologies:
...................... - ................... (Production)
Student B: Train station. How much?
Action points:
1. Task· .............................................
Student A: $230
•
• Assigned to: Ruby Howson
• nme trame: 19th June
Student B: lncludes what?
•
2. Task: Venue and catering
• Assigned to: Malik Sheraz (HR)
• nme trame: .............................................
Student A: Unlimited mileage and insurance.
How many drivers?
3. Task: .................................. .......
• Assigned to: Andrew Robins (Marketing)
St udent B: Only me.
• nme trame: 22nd June
L:
4. Task: Plan four worl<shops
Student A: Pay how?
:;;:~::~~;::lich .............................................
Student B: Cash.
l[IJ From page 51
11 From page 53
Stude ntA:
Student A: Ask if Student B booked a hotel.
Your d etail s
Name: [Your name)
Address: Fermat Storage Solutions Ltd, 18 High
Street, Leeds, LDS48 68T, UK
Student B: Yes.
Student A: Description?
When you w ant to stay
Arrive: 14/2
Leave: 18/2
Type of room you want
Student B: Executive suites, fitness centre, bar,
restaurant.
2 x executive suites: single occupancy
Meals you want
Student A: Swimming pool?
Breakfast and dinner [You are both vegetarían.)
Is it possible to ... ?
• check out late on 18/2 at 6.00 pm
• use the hotel transport service to go from hotel to
airport on 18/2 at 6.00 pm
Student B: No.
Student A: Business centre?
• book dinner for four (you, your colleague and two
clients) at the hotel restaurant on 15/2 at 8.00 pm
• have a sea view
Budget: €1,600
Student B: Yes. With printers, photocopiers,
scanners, desks.
..
Student A: Type of cuisine at the restaurant?
Student B: Mediterranean.
Student A: Ask to book a table for ten people.
Student B: When?
Student A: 7 pm Wednesday.
Student B: OK.
Student A: Cost of a room?
Student B: €200 per room per night.
1 Pairwork
111
From page 55
■Pj From page 61
Student A:
StudentA:
You want to take two weeks starting at the end of
next week.You have booked tickets to go to Morocco
(it was a special offer). You have been working really
hard lately because other people have been off sick
and you are feeling stressed. You only took two days
of leave at Christmas because it was so busy.
Customer's name: Your name
"---
■11 From page 57
Company name: Toy World Shops
Order number: 738140-PE
Under warranty until: next December
Customer's complaint:
1. Ordered 100 toy robots but have only received 50.
2. Five robots have been returned by customers
complaining they don't work property (have probably
gol the sama defect).
StudentA:
('M Y WORK REGULATIONS
Paid annual leave: 28 days
Unpaid leave: 5 days
11
From page 63, Exercise 4
Carry over annual leave from one year to
StudentA:
the next: [2]
lnformation for new employees:
Number of days: 7
• card reader at every entrance
Notice i f you want to take two weeks' leave:
twoweeks
• lost card - tell Security
Security procedures: entry cards; lock computar
screen when away from desk
MY PARTNER' S REGULATIONS
Paid annual leave:
• forgotten card - temporary card from Security
• security guards al entranoes
• CCTV
• 25 days of annual leave each year
• two weeks' notice for 10 or more consecutive days
of leave
Unpaid leave:
• phone manager before 9.30 am if ill
• sick note if off for five or more consecutive days
Carry over annual leave from one year to
the next: C
Number of days: ..,._
___
___ _
Notice if you want to take two weeks' leave:
,..,.,.,,_,.,.,,.,
,,.,,.... ..,,_,,,......._,,......,,_ ,.......
Security procedures:
11
From page 63, Exercise 6
StudentA:
He / She tloesn't transf er calls to t he correct
person.
IPJI
From page 59
Student A: Answer the phone and greet Student B.
Student B: Give your name and the name of the
company. Say you want to complain .
..
..
Student A: Ask what the problem is.
Student B: Explaln the problem .
Student A: Apologise and say what you will do to
solve the problem.
Student B: Thank Student A.
He / She interri.pts customers.
He / She tloesn't allow customers to explain
their problem.
1 Pairwork
■I From page 65
■I From page 67
StudentA:
StudentA:
Ouestions for prospective client:
1. How often do you eat chocolat e bars?
1. Do you do any sport?
O every day
O 2-3 times a week O once a week
O never
2. Which types of sport do you enjoy?
O 4-5 times a week O less than once a week
3. How often do you do sport?
2 . What type of chocolat e bars do you p refer?
C milk
O plain O fruit
C dark
O nut
r other.......................-.....-..........._
·····-·········-·"-·'···-···-···········-·"·-·····-···- - - - - 4 . Where do you do sport?
3 . Do you have a favo urite type of chocolate
bar?
O yes
□ no
4 . What facto rs are important to you when
choosing a chocolate bar?
O size
[' price
O packaging
rJ brand
O taste
S. How much would you pay for a single
chocolate bar?
C up to €1.00
0 1.51-€2 .00
C1 €1.01-€1 .50 €
O more than €2.00
6 . Are you loyal to certain food brands?
r yes
• treadmills for walking and running
• exercise machines with weights
• exercise bikes
• indoor swimming pool
• outdoor swimming pool
• sauna
CLASSES:
• aerobics, Zumba, yoga, Pilates, spinning,
swimming and water aerobics
• Classes are hetd early in the morning and in
the evenings.
C no
• The health club spec:ialises in swimming
lessons for adutts.
7 . Age: ···- ············
8 . O male
FACILITIES:
O female
PRICE:
9. Employment:
n student
C part-time job
i:50a month
O full-time job
O unemployed
Special offer valid till the end of the
month:
• Get 12 months for the price of 10.
• In addition, three FREE tessons with a
personal trainer íf you slgn up this week.
1 Pairwork
■di From page 69
Student A: Introduce Student B.
..
Student B: Thank Student A.
m
Fr om page 71
StudentA:
Britannia Rocing Engineering Ltd
54 Portland Place
London Wl B 1NJ
Balance Sheet
Student A: Cash flow problems - serious?
31st December, 2023
Student B: Yes.
Ali figures ,n pounds sterltng (thousands).
Assets
Student A: Cause?
Current assets
Cash & cash equivalents
Student B: Slow payments = not enoogh cash to
paybllls.
Accounts receivable
265
lnventory
28
Total current assets
Student A: Solutions?
Non-current assets
.
Property and equipment
Student B: Only pay what you have to.
Student A: Anything else?
Total assets
Liabilit ies
Current liabilities
Accounts payable
..
Student B: Offer discounts for earty payment.
Student A: How to avoid in the first place?
Accrued expenses
Total current liabilities
Non-current liabilities
90
Long-term debt
.
Student B: Split into three payments.
Student A: Thank Student B.
Total liabilities
156
Shareholders' Equi
Share capital
119
Retained earnings
Total equity
--'--'----'
Britannia Rocing Engineering Ltd
54 Portland Place
London w18 1NJ
Summary of
Cash Flow Statement
31st December, 2023
Ali figures in pounds sterling (thousands).
Net decrease in cash
-100
Cash balance on 1st January, 2023
Cash balance on 31st December, 2023
~
45
1 Pairwork
■j.j From page 75
■j.j From page 77
Student A: Helio. How / help?
Student A: Describe what the business will do.
Student B: Slow-paying customers / cash flow
problem. Need / line of credit.
•
Student A: How much?
Student B: S:55,000.
Student B: Go over the different types of
insurance - vehicle, public and
employer's liability. fire, professional
indemnity, e-risk - and say which ones
your business needs.
•
Student A: How / use?
Student A: Agree or disagree with your partner's
Student B: Pay / suppliers / rent.
Arrangement fee?
Student A: 1.5%
how many employees it will have and
how many customers you think it will
have.
•
opinion about each type of insurance.
Then suggest applying for a line of
credit in order to handle cash flow
problems that are typical of new
businesses.
Student B: Ask your partner to explain what a line
Student B: lnterest rate?
of credit is.
•
Student A: Explain what a line of credit is.
Student A: 6.75%
Student B: Ask if the business will need to show
Student B: Secured by collateral?
•
Student A: Yes. Have / collateral?
Student B: Yes/ property. Documents?
•
Student A: Financia! statements.
Student B: Bring / tomorrow.
collateral to get a line of credit.
•
Student A: Respond by explaining it depends on
the specific terms the bank agrees to.
Student B: Suggest going to the bank to gel more
informalion.
1 Pairwork
■ij From page 79
Student A: Want to start an online shop.
..
Student B: Selling what?
Student A: Say what product. Ask what first
step is.
..
..
Student B: Check demand for product.
Student A: How?
Student B: Write a blog.
■ From page 83
Student A:
Ask for the following information about
Student B's public liability insurance policy:
• covers?
• amount - compensation and legal fees?
• cost of poficy?
• legal requirement?
Employer's liability insurance:
• covers: injury to employees
• pays: E10 million compensation
E120,000 legal fees
• policy cost: 1::360 per year
• legal requirement: yes
Student A: Large initial investment?
Student B: No. Advertise how?
Student A: Give sorne ideas for promotions you
could run.
Student B: Plan to sell wor1dwide?
■rj From page 87
Suggestions:
• hire a top model or actress for a promotional
campalgn
• create an aclvertising campaign for television
• sponsor a concert with a famous band or singer
Student A: Yes. Aclvice?
Student B: Localisation.
Student A: Ask what localisation is.
• have an online competition - winners receive
jeans or are chosen to model jeans
• reinvent the brand - give it a new name and
create a new image
• use hot-air balloons to aclvertise
• aclvertise through social networks, such as
Facebook, Twitter, etc.
Problems:
Student B: Explaln what localisation is.
■ij From page 8 l
StudentA:
~supply: O coffee tables O dining tables
O chairs O armchairs O sotas
□ beds □ bedside tables
Production: handmade / machina
Quality: medium / high
Delivery time: ........ days
e
Payment terms· ·····················- ··········-···········-········.. - ·········-· .........- ....•
rns policy: ...........................................................................................
• too expensive
■ too difficult to organise
■
not enough time to organise
■
not original enough
■
needs a lot of planning / logistics
■
might not reach target population
■
reasonable but nothing special
From page 89
• Keep your work life and personal life separat; - ' \
■ij From page 97
StudentA:
• Be the first one into the office each day and the
las! one to leave.
• Dress smartly.
• Deliver impressive presentations.
Name:
• Show that you care about your employees'
welfare.
Telephone:
• Develop your team.
Address:
• Plan thoroughly.
E-mai l:
Education:
O secondary school
D university D vocational
11:1
Skills:
From page 91
Languages:
StudentA:
Work experience:
( Problems:
lnterviewer:
There is a lack o f fish in the country, so prices have
gone up recently.
Date:
lmpressions:
Possible solutions:
• lmporting fish from other countries.
Schedule a seconcl interview: O ves 0No
• Running a commercial for the chain on the radio
or T\/.
Job lnformation
1
Starting salary:
09:00-17:00
.
-Monday-Friday
f64,500 per year
Holiday leave:
25 days per year
Notice period:
One month
Perks:
Free cinema tickets and free
gym membership
Hours:
'
1 Pairwork
PIIJ
From page 98
CURRICULUM VITAE
Personal details:
Name: Debs Hansen
Address: 59, Wood Lane, Derby, DY77 4UT
Telephone number: 03069 990 142
E-mail address: crazy.debs@geemail.nett
Gender: Female
Marital status: Married to Derek. Orne daughter aged seven called Julie.
Age: 34
Personal statement: Experienced Marketing Manager with excellent managerial skills. Proven track
record of creating highly effective social media marketing campaigns.
Work experience:
2010-2012:
Sales Rep. ldentified new customers resulting in an increase in sales of 35% in my first
year.
Reason for leaving: lt was boring.
2012-2017:
Marketing Assistant. lntroduced training for sales strategies and techniques for sales reps
that produced an increase in sales of over f 250,000.
Reason for leaving: 1wanted more money.
2017-Present: Marketing Manager. Defined the marketing strategy for my region that helped my
company becoming the market leader.
Reason for leaving: 1 don't like my boss.
Education:
Bourneholt University: 2006-2009
Crawley Dale Secondary School: 2003-2005
Languages:
English, Cantonese, Spanish
Skills:
Proficient user of Word, Excel and PowerPoint
Hobbies:
Playing the piano, cooking, eating out
References:
Derek Hansen, 59, Wood Lane, Derby, DY77 4UT. 0115 496 0142
PIIJ
From page 99
Pll)
From page 100
Student A: Thank you for helplng.
..
Student B: No problem. Job?
Student A: Sales Representativa at Grayson
Musícal lnstruments.
..
Student B: Job description?
Student A: Supporting exlsting custo,mers.
Finding new customers.
..
Student B: Ex:perience of those?
Newmes~ge
To: Mr Jones
From Jenn1fer Anderson
SubJect Senior Admin1strat1ve Ass1stant _ _ _ _~
Dear Mr Janes,
1. - ·
6. -
2. -·
3. -·
4. -
7. ·8 . ·9. ·-
5 . •..
Many thanks tor tal<ing the time to consider
my application.
Yours sincerely,
Jennifer Anderson
Student A: Yes. Worked as Sales Rep for Flndlay
Guitar Company.
Student B: Achievements?
Student A: lncreased sales in region by 15%.
..
Student B: Workplace skills the company wants?
Student A: Communication.
.
Student B: Ex:ample from experience?
Student A: Developed good relationships and had
good feedback from customers
in previous jobs.
..
Student B: Computar skills?
Student A: Word, PowerPoint and Ex:cel and
customer management systems.
a. 1am very interested in the fashion industry,
so a job with you at Final Stitch Menswear is
exactly what I am looking for.
b. 1am also very organised - 1have to be
because I am responsible for ensuring that ali
employees are aware of any changes in policy and I am good at problem-solving.
c. 1am writing to apply for the role of Personnel
Manager with your company.
d. The advertisement says that you are looking
for someone with experience and who has
excellent communication skills.
e. Final Stitch is creating sorne of the best
clothes on the market at the moment and your
latest shirts and suits are better than anything
your competitors are making.
f. 1have three years' experience working in
a Personnel Department. 1speak with employees
every day to help them with whatever concerns
or requirements they have.
g. 1saw this position advertised on the Job
Match-Up website.
h. 1am available for an interview any day except
Wednesdays. My current notice period is one
month.
i. Please find my CV attached.
1 Pairwork
i■ From page 7
Student B:
f"\ ..-..........-..
Í Listen to your partner's directions and complete your
..., .......................
CEO
f\
f\
floor plan.
Then, give your partner the following directions in
this order:
7Personal
CEO's
_.........._.,,,_
Assistant
{_
1. From the lift to the office of the CEO's
personal assistant.
2 . From the office of the CEO's personal assistant to
7
"J
the Marketing Director's office.
"J
Stockroom
3. From the Marketing Director's office to the
stockroom.
Marketing
Director
4 . From the stockroom to the CEO's office.
ítbl /
...........................
Llft Stairs
'---
fj
From page l ll
Student B:
·*
,t Sharp T ack Office Supplies
Sharp Tack Office Supplies
Price List
Price per item
ltem
Highlighters {green /
pink / yellow / blue)
packet of 5: 1::1.60
packet of 12: 1::3.00
Writing pads (160 pages)
packet of 5: 1::10.95
packet of 1O: 1::17 .50
packet of 15: 1::20.55
small: 1::1.95 each
large: 1::6.25 each
Scissors
From page 13
Student 8 :
Ope.r/lltioflLf De,p"'rtri,u,nt offic.e si,f_{Jplíu flt.Ude.d
Piitptr - Piitlk.et of 500 shut.t 3
P~ - Swr,k. 'f0
6lut.
Rd
Stu.k.y tiitpe, -
5
ltem
Quantity
1
Total
Price per unit
f
f
f
f
-
f
f
f
f.
Subtotal:
f
Total:
f.
-
Delivery date: 20/3/23
Payment date: 30 days after delivery
ra
ABC Office Products-1
ltem
Units
Pens
(Black, Red or Blue)
20 per packet 1::4.50
50 per packet 1::9.50
Paper
500 sheets
per packet
E:12.00
Scissors
Single
1::3.50
Sticky tape
Single
packet of 3
1::2.25
E:6.50
Pen drives
Single
pack of 5
1::9.50
10
8 roLLr
Date· ....................................- .......
Customer Name: .. W.i\s.Q~..f.:11.rnit.\/.r.~ ..................................................
single: E:1 .50
packet of 6: 1::6.20
Sticky tape
11
Order Form
Order Number: 25483
Price
r3a.oo
11
From page 17
Student B:
Voicemail
Voioemail PIN: '8745
Replaying messages: Press 5
Recording an outgoing message: Dial 555', press Program to start recording and 2 to stop recording.
lntiranet
Logging into the company intranet: double-click on the orange envelope icon
Intranet username: JamieR
Intranet password: Kw57Sd89 (change to something else when you first log in)
f~ 1
From page 21
Stu:dent B:
11
11
From page 27
Student B:
~
de option: importing tablets from China
a new sourcing company, The Open Market
Details:
From page 33
Student B:
~
f'roauct :
Source:
Aavavit.aqes:
1. expected profit 100/o
(by selling 10,000 units = f:30,000)
2. manufacturer wants initial investment of
f:20,000
M larket:
oisaavavit.aqes:
1. Wages are low at t he moment.
2. lt's difficult to convince people not to buy
the well-known brands.
Sourcing company:
f'ossi'ole pro"o\ewis:
1. guarantees secure transactions
2. provides shipping arrangements
Shipping arrangements:
Rates: f:500 per shipping of 1,000 units
~
e: fast shipping - 3 days
Solutiovis:
1 Pairwork
R
From page 35
Student B:
[who with?
-
Date?
nme?
How many people?
Equipment?
Refreshments?
lf
From page 37
Student B:
( Venue 1
September
Monday
Tuesday
Wednesdoy
Thursday
Friday
Saturday
Sunday
1
2
3 booked
4
5
6
7
8
9
10
11 booked
12 booked
13
14
Fac iliti es:
• 1 x auditorium (up to 100 people)
• 3 x medium-sized meeting rooms for up to 25 people
• 3 x small meeting rooms for up to 1O people
• Wi-Fi access in all meeting rooms
• AH rooms have got screens, projectors and laptops.
• AH mediurn-sized meeting roorns have got video-conferencing equipment.
• Lunch and dinner catered for (up to 150 people).
~
ea, coffee, soft drinks and snacks served.
Venue 2
September
Monday
Tuesday
Wednesdoy
Thursday
Frlday
Saturday
Sunday
1 booked
2 booked
3
4
5 booked
6
7
8
9 booked
10
11 booked
12 booked
13 booked
14
Fac ilities:
• 1 x auditorium (up to 80 people)
• Wi-Fi access in ali meeting rooms
• 5 x mediurn-sized meeting roorns for up to 25 people
• Cafetería for drinks and snacks
• 8 x srnaH meeting rooms for up to 5 people
• Tea, coffee, soft drinks and snacks served.
• AH rooms have gol screens, projectors and laptops.
• Lunch and dinner catered forr (up to 130 people).
• AH meeting rooms have gol video-conferencing equipment.
••••
_ _ From page 41
Student B:
Minutes of th e convention planning team m eeting
Date:
09:00-12:00
Time:
Location:
Attendees:
CEO, Marketing Director, Operations Director
Apologies:
Agenda:
Find a new venue for the conventíon.
Plan presentations and demonstrations.
Oedsions:
Prepare a bud2et for the conventíon.
Action points:
Task
Assigned to
Time fram e
l.
CFO (Chief Financia! Officer)
By 10th July
2. Find a new venue
3. Plan presentations and demonstratíons
!D ate of next meeting:
09:00-09:30
...............................................-..................... ---······················--····················..···•··························..···········•.................
09:30-09:45
09:45-10:45
10:45-11 :15
0pening remarksby Mwketing Director ..............-··········-················..············..················...............................
Demonstration.of SLUCA's.new plasticfurniture .......................- ..........-.............................- ..............
Coffee .and.cake.break ....... _ _
----····················-···········..····························-··············
11:15-12:15
12:15-13:00
13:00-14:00
14:00-15:30
15:30-17:00
11
Presentation:. The .Latest .Plastic.Toys ...........· - - - ·..·················- ··········..·················-··········-·········-··
..............-..........................................-...·..··- -····.............................-.............................-..........-.............................- ..............
- -·-····................
..................... . .............................................................
,
__
,
Closing session:. The ,Future .of Plastic ...................- ..........- ................- ...······- - -·········- ..····..······
From page 43, Exercise 5
Student B:
09:00 Meetiflg witl'I MF )OAflSOfl, Compuserve. CANCELLED
~:ool
11:00
.._
Workshop with Sheila M
12:00 Lunch with Monier clients
13:00 1
14:00
15:00 Feedback meeting
,-
. 16:00
1 Pairwork
11
From page 43, Exercise 7
Student B:
Date and time:
12th June, 2023, 9.30 am
Action points:
1. Task: Prepare budget:
Location: ................_..........................
• Assigned to: Ruby Howson
• Time trame: .............................................
Present:
2. Task: .................- ........................ :
Judy Morrow (Marketing and Sales)
• Assigned to: Malik Sheraz (HA)
• Time trame: 21 st June
Malik Sheraz (Human Resources)
Ruby Howson (Financia! Director's PA)
3. Task: Product exhibition:
• Assigned to: ............................................ (Marketing)
• Time frame: 22nd June
Apologies:
4. Task: Plan tour workshops: • Assigned to: Dave Woolich (Marketing)
Carl Redburn (Production)
• Time frame: .............................................
l[IJ
From page 51
Student B:
LowSeason
H
Executive Suite* - single occupancy
Execurive Sui1e* - double occupancy
Luxury Sui1eu - single occupancy
Luxury Sui1e** - double occupancy
board
€140
€200
€210
€290
FuU board
€170
€230
€240
€310
•A•'ílilable wi1h s¡;a vi~•íor ex1ra €40 per night
..A!'ílilablc ,tj1h sea view for txltll €60 pcr night
Check-in: from 14:00 Check-out: by 11 :00
RcscMtions at Hotel Restaurant should be made in advancc.
Set mcnu thrcc-coursc clinncr {\'cgetarian option available): €(i() per person.
Possibility for late check-out during low ~ n for extrd ch:ugc: €20 per room.
Hotel transpon scrvice to / from airpon: € 30 peil" person for one 1vay.
Reservations Form
GUEST
Name:
Address: . . . - - - - - - - - - - - - - - - - - - - - - - - -
Country:
RESERVATION
Arrival Date:
Departure Date:
No.of Nights:
No. of Adults:
No. of Children (und er 12 years):
ROOMTYPE
Executive Suite
Luxury Suite
MEALPLAN
Half board
Special Requests:
Full board
Single Occupancy
Double Occupancy
■I■ From page 55
lfJ
Student B:
Student B:
TECHNOTOYS
Company policy for leave:
Less than one week - manager's discretion
One week of leave - two weeks' notice
Two weeks of leave - one month's notice
Upcoming leave:
John - two weeks' paternity leave from end of
this week
Susan - one week's leave from end of next week
l
From page 61
Upcoming work:
Complaint Form
Customer's name: .................- ................- ......
Company name: ..............- .........·-···-········
Complaint received by: .............................................
Order number: ...........-····---Product under warranty:
Yes
Description of complaint:
O
Warehouse inventory in two weeks' time
ment to China to prepare
------
■I■ From page 57
Student B:
~ PARTNER'S REGULATIONS
Paid annual leave:
Solutions:
C correct the invoice and credit the customer
O offer a discount for the next order
L replaoe the item/s
L collect the item/s for repair
e offer compensation
L offer a refund
L other
Unpaid leave:
Carry over annual leave from one year to the
next:
Number of days: ..._
O
Notíce if you want to take two weeks' leave:
Security procedures:
-····- ········..··········..······.......................................- - - · ······················
11
Frorn page 63, Exercise 4
Student B:
MY WORK REGULATIONS
Ask about:
Paid annual leave: 25 days
Carry over annual leave from one year to the
next: 0
• how to enter the building
• what to do if you lose or forget your card
• what security there is
• annual leave
Number of days: N/A
• sick leave
Unpaid leave: 7 days
Notice if you want to take two weeks' leave:
one month
Security procedures: fingerprint scanner;
no personal belongings in the off1Ce overnight
11
Frorn page 63, Exercise 6
Student B:
~stomers are often rude.
• 1have a lot of customers to talk to, so I can't
spend a long time on the phone.
• The phone systern is too complicated, so it's
easy to transfer a call to the wrong person.
1 Pairwork
■Q From page 65
■Q From page 67
Student B:
Student B:
1. How often do you drink fizzy dri nks?
D every day
C 2-3 times a week O once a week O never
O 4-5 times a week O less t han once a week
2 . What type of fizzy drinks do you prefer?
C cola
O energy drink
O lemon
O no preference
D orange
C other ·-········· ········-······· ············
C1 lemon & lime
O yes ·····································-······
• exercise machines with weights
• exercise bikes
• indoor swimming pool
• ovtooor swimming pool
4. What factors are important to you when
choosing a fizzy drink?
O packaging
C number of calories
C LASSES:
• aerobics, Zumba, yoga, Pilates, spinning,
swimming and water aerobics
□ no
O price
O brand
S. How much would you pay for a single can
of fizzy drink?
C upto€1.00
• treadmills for walking and running
• sauna
3. Do you have a favourite f izzy drink?
O size
FACILITIES:
0 €1.51-€2.00
r €1.01-€1 .50 r more than €2.00
• Classes are hetd early in the moming and in
the evenings.
• The health club specialises in swimming
lessons fer adults.
PRICE:
!::50amonth
Special otfer valid till the end of the
month:
• Get 12 months for the price of 1O.
6. Are you loyal to certain food brands?
C' yes
C no
7. Age: ....-............
8 . O male
O female
9. Employment:
[' student
n full-time job
O part-time job
D unemployed
• In addition, three FREE lessons with a
personal trainer if you sign up this week.
1 Pairwork
■$1 From page 7 l
■ From page 73, Exercise 4
Student B:
Student B:
J
( On the company's balance sheet, the liabilities are \
high and assets are low ( = danger it can't pay its
Britonnio Rocing Engineering Ud
54 Portland Place
London Wl B 1NJ
debts).
There is a lot of inventory. ( = low demand?)
There is a poor cash flow. ( = customers slow to
pay invoices? low demand? prices too low?)
Balance Sheet
31st December, 2023
AII figures m pounds sterhng (thousands).
Asséts
Current assets
Cash & cash equivalents
Accounts receivable
lnventory
Total current assets
Non-current assets
Property and equipment
45
■ From page 73, Exercise 6
Student B:
338
37
Total assets
375
Liabilities
Current liabilities
Accounts payable
20
Accrued expenses
46
Total current liabilities
Non-current liabilities
66
Long-term debt
Total liabilities
156
Total equity
219
Shareholders' Equi!)t
Share capital
Retained earning2.__ __
1'e\ep\'lo"e svrve'J
Pros: wiore perso"a\ t\-la" e-wiail svrveljs, ca"
qive e~\a"atio"s if i~rviewee Aoes"'t,
v"Aerst.a"A sowiet\'li"q
co"s: ca\\s Wlél'J \,e º"ª"'swerea, peop\e wiiq\'lt
\,e cavtiovs a\,out, ª"sweri"q G\Vestio"s,
t.akes a \ot of thMe
E•mail and online surve~
Pros: cheap, um realh a lotof people, quil/<.
Cons: o(ten iqnored, end up in spam, need to qive
a prize to qetpeople to fil/ H?em in, people
qet anno11ed with companies H?atcontact
H?em too freq1,4enHy
100
J treet .r¡,trVt-(_
Pro.s: ,1-turper &«~ pu.sol'IJIIL i~c-rvíc-w.s (l(M
fa G¡,tJ !J ro"'P.s
Co~: people, oftm rel«tt(I(~ to .stop (l(M be,
q¡,tt.,,¡tio~á, áiffe"'Lt to t(l("Jet (1( .rpuifu,
Brilannia Racing Engineering Ud
54 Portland Place
London WlB lNJ
Summary of
Cash Flow Statement
31st December, 2023
!JrO¡,tp
AII figures m pounds stert,ng (thousa nds).
Net decrease in cash
Cash balance on 1st January, 2023
Cash balance on 31st Dec,ember, 2023
-
Per.sov,11/ ivttcrvicw.s 11vtd f ocu.s qroup.s
Pro.s: c11v, qct 11 /ot bf dct11i/cd ;v,fori.iatiovt
Covt.s: cxpcvt.sfVc, c11v, tt1kc 11 /ot bf tfi.ic
14 5
1 Pairwork
■ij From page 8 l
■ij From page 97
Stu dent B:
Student B:
Can supply: coffee tables, dining tables, chairs,
armchairs and sotas (plan to expand
types of furniture in future)
Production: handmade
Name:
5eim Merter
Quality: very high-quality workmanship and materials
030"'1 'f'fO :2.3:l.
Free sample: can provide t:wo or three free samples
of furniture (to be returned on request)
Telephone:
Delivery time: within 60 days
E-mai 1: seim.mert@u.k..11,e,tt
Payment terms: vía escrow service. No advance
payment necessary. Payment
1 _
within 30 days of receipt.
~
14 Clove.rford Avt:-11.UC,, Sou.thampto11,
Address:
Educalion:
[ZI secondary school O university [ZI vocational
turns policy: w ithin one week of receipt
Skill s:
lom.pu.ter skiLLr: WordJ ExuL, PowerPoil'lt
Languages:
11
EV!;9LÍ.Sk (11,e1tive) , Fre.n.lk 6-- germei11, (et«Vetvtle.d}
From page 83
Work experience:
Student B:
Ht4d of 5QILU i11, We..rtGm Eu.rope far Potter
C.osmetíu - 3 ye.eir.s:
•
covers: injury to members of the public
•
pays: t12 million compensation
1::110,000 legal lees
•
policy cost: i:220 per year
•
legal requirement: no
•
covers?
•
amount - compensation and legal lees?
Personality:
•
cost ot policy?
111Mbitíóu.s, m4tiv111tes óthers, Wórk.s wcll
•
legal requirement?
i11, 111 te.eim, rupo11Jibl.e. 111M º"!!"J1,Í.J'e,«
■1:1 From page 91
Student B:
~
Problems:
There aren't many tourists this season because the
weather Is very bad.
(~so11,for Le.etVÍ"!:9: tompei11,y c.Lose.d)
Meirkc.ti"!:9 R.c.p - 3 ye.eirs_,
fumso11, Me.ditetL Equ.ipm.e.Ylt
(~so11,far Le.etVÍ"!:9: weil'lte.d 11t,W thalú."!:9e,)
1
Hours:
Starting salary:
Holiday lca ve:
Notice period:
Perks:
Possible solutions:
• Adding meat dishes to the menu - reinventing the
business by maklng it a lish and meat restaurant
chain.
• Offerlng special deals for families and blg groups
and locusing the speclal deals on the new meat
dlshes.
_ _ _ _ _j
-
Job lnformation
-
Contents
Review l
Review 2
An e-mail introducing yourself
An e-mail giving instructions
--=======:::;·
=======:::::·
-----===·
=11
Review 3
An e-mail explaining tasks
Review4
An e-mail giving information about a meeting
-
Review 5
An e-mail informing staf f about an exhibition
Review 6
An e-mail of complaint
-
■
11
11
Review 7
A summary of the results of market research
Review 8
An e-mail to a business partner
■
Review 9
A review of an event
■
Review 10
A cover letter for a CV
11
1
Writing Guide
49 ■ An e-mail introducing yourself
You should only use Dear in more formal
contexts, for example, when you don't
know the person you are writing to. With
co-workers, it's fine to use He/lo or Hi.
i - - -~
End with a friendly comment.
1
From Roge, Morton
Sub¡ect Noce to meet you
•
Helio everyone,
r ,... l'm looking forward to meeting and working with ali
~--------------r-L. of you.
Glose this type of friendly e-mail with
Best wishes, Best regards or Ali the best.
1-- '-
Best w ishes,
Roger
Useful
Language
My name is ....
We often end e-malls with / /ook
forward to .... Toe to here is
a preposition which is followed
by a noun: / look forward to
the conference ín Barcelona ,
or a verb + -ing: l look forward to
meet ing you in September.
1am a new / the new ....
l' m from ... .
My previous job was ...•
1u sed to work at ....
l'm very excited about coming to work at .•..
l'm looking forward to meeting and working
with all of you.
Best wishes,
1 Writing Guide
O
11 An e-mail giving instructions
From: Ohvia Chambers
Subject How to use the vo,cema,I
Hi Paul,
[:
lt's polite to start an
ways say why
e-mail with a friendly 1---,.- How was your trip to Frankfurt? 1heard you needed - - - ou're
writing.
sorne help with the new voicemail system. Don't
question.
worry, it' s really easy.
,.....,.. Osear in IT has sent you your PIN. To log on to your
phone, you need to enter it and then dial # 101 to
go to the main voicemail menu. lf you want to listen
to your messages, press 1. lf you want to hear the
message again straight away, enter 2. You dial 3 if you
want to delete the message or 4 if you want to save it.
Use different
sentence structu
for the instruction
Offer more help.
7,___
-
In arder to record a new outgoing message, enter
your PIN and then press •. Then just follow the
instructions.
lf you have any questions, let me know, or you can
ask Liam - he' s very helpful.
Best wishes,
Olivia
Useful
Language
We often use conditional sentences with the
imperatíve to give an instruction.
lf you want to delete the message, press 5.
(conditional w,th present ense)
(imperat1ve)
Enter your PIN if you want to access your
messages.
(imperativa)
(conditional w1th present tense)
To log on to your phone, you need to ....
lf you want to listen t o / replay / save /
delate a message, press ... .
You dial ... if yo u want to ... .
In order to record an outgoing message,
you haveto ....
lf yo u have any questions, ....
Best wishes,
1 Writing Guide
9 ■ An e-mail explaining tasks
New mess.agf?
To: Henry Walker
From; Penelope Young
Sub¡ect Tomorrow·s tasks
Hi Henry,
Explain why you need the
person to do the tasks.
Be polite, even to a colleague.
As you know, 1'11 be attending a meeting all day tomorrow.
1hope you're not too busy because l've gota few tasks
1need you to do.
• Please can you check the office supplies in the storeroom
and order anything we need? 1wanted to do that today,
but I just didn't have time.
There's a box with 30 brochures on my desk. Can you
take it down to the mailroom and ask for it to be sent to
our branch in Newcastle, please?
Let a colleague know when
you're available, if he / she
needs help.
1also need you to take my laptop downstairs to the 1T
department because l'd like a technician to install sorne
new software. l've already written to lily Taylor, so she
knows what I need.
1'11 check my e-mails on my phone during the breaks
tomorrow, so let me know if you have any questions.
-,.__;...- Thanks,
Always say thank you w hen you
Penelope
ask someone fer something.
Useful
Language
When you 're asking someone to do something for
you, it's important to be polite. Try not to use direct
imperatives:
Take my laptop to the IT department. - This sounds
too direct.
Please can you take my taptop to the IT
department? - Using Please and making it a
question with Can you .. . ? or Would you mind ... ?
makes it more polite.
Hí1[Name],
1hope you're .. . .
l've got a few tasks I need you to do.
Please can you ... ?
1also need you to ....
Let me k.now íf you have any
questíons.
Thanks,
1 Writing Guide
o
An e -mail
information about a rneetin
To:
Admin Team
From: James Clarke
Subject: lnvttauon to monthly depanmental mee11n9
Complete and check the
information about the
time, date and location
for the meeting.
_,I
Explain why it's
important for people
to attend.
lnclude the agenda with
the times and items. lf
it is a long agenda, use
a separate attached
document.
Ask the attendees to
send their ideas for
issues to d iscuss at
the meeting, giving
a deadline.
Organiser: James Clarl<e
Date: 6 March
Start time: 09:30
End time: 13:30
Location: Room 215 (2nd floor conference room)
Title: Monthty departmental meeting
Message: Hi everyone,
Our monthly departmental meeting will be a little
later than usual because of the Brighton conference.
lt's very important that everyone attends this month
because we're going to talk about new procedures.
Chloe Be11 will be giving a presentation on new
procedures for handling íncoming and outgoing mail.
We will also hear about the c hangas in procedures
for processing invoices from Ron Hudson.
Agenda
09:30-10:30: Chloe Bell: handling mail
10:30-1 1:30: Ron Hudson: processing invoices
11 :30-12:00 Refreshments (the usual: tea, ooffee,
biscuíts and fruit)
12:00-13:30: AOB
Give a short
summary of the
main items on
the agenda.
lf you would líke to add anythíng to the agenda,
please let me know by Wednesday, 4 March.
Looking forward to seeing you ali there.
James
Useful
Language
We use the Future Simple to
talk about different events on
a planned schedule.
Sam will tell us about the
new procedures.
We will break at 11.30.
... will be giving a presentation on ....
We will also hear / learn about ... •
We will break for lunch I tea / refreshments at ....
lf you would like to add anything to the agenda,
please let me know by ... .
Best wishes,
1 Writing Guide
O
11 An e-mail informing staff about an exhibition
OP $ i
New message
To Ali Staff
from Afexander H,11
Subject Global Movement - upcomíng exh,bit,on
Start by inviting
everyone to the
exh ibition.
Hi everyone,
-,
i-y- You are all invited to this year's Global Movement conference.
Come and participate in this three-day exhibition, which
focuses on glolbal marketing and sales. The exhibition will take
Give basic
information: dates
place at the Princess Hotel in Brighton from Wednesday 5th
and location,
May to Friday 7th May this year.
Explain what
the exhibition
is about and
why it might be
interesting for
everyone at your
company.
Tell everyone
whO to contact.
rr The exhibition attracts marketing experts and sellers from all
H
lf'--
around the world. lt will be of special interest to our marketing
department and sales representatives. lt will feature several
very interesting presentations by e-commerce specialists. lt
offers professionals the opportunity to meet and talk to experts
in the field of global marketing and sales and to successful
e-commerce businesspeople.
• lf you're interested in attending, contact Grace Harris in
Marketing and she will deal with your registration and travel
arrangements.
Looking forward to an interesting few days in Brighton.
Best regards,
Alexander Hill
Director of Marketing
Useful
Language
In a less formal invitation to an event,
you can use the imperative.
Come and join us at our stand.
Contact Sarah for more information.
Come and participate in ... .
You are invited to attend ... .
The exhibition will take place from ... to ....
The exhibition will take place at ... .
lt will fe ature ....
The exhibition attracts ... .
The event will be of interest to •...
The exhibition offers professionals the
opportu111ity to ... .
For more information, contact ... .
O
1:1 An e-mail of complaint
customerserv,ceOrob,noffic~upplies.nett
From Em,ty Dav,~
Sub,ect Ped~tals - order number 009245
Dear Ms Wood,
Start by explaining why
you are writing.
1arn writing with regard to the four pedestals we
purchased recently frorn your cornpany. 1wish to
complain about sorne darnage and faulty parts. The
order nurnber is 009245. We bought the pedestals
frorn your online store two weeks ago.
Describe the problern(s)
you had with the arder.
Unfortunately, all the pedestals arrived two days later
than expected and they had sorne darnage when
they arrived. Furtherrnore, the locks were broken in
two of the pedestals, so we could not open them.
In addition, sorne handles were rnissing frorn the
other two.
Say what action you
want them to take
and/or offer
compensation.
Please :send us four replacement pedestals
immediately. This has caused us great inconvenience
because our new employees have nowhere to store
their personal belongings. 1 understand that in all
the years we have been buying office supplies from
your shop, we have never had problems, but this is
not the service we expect from you. 1 feel that you
should offer us sorne form of compensatio,n.
__,__ _
1
Say what product
you ordered and
glve the order
number.
l
Use linking words
to add information.
Please look into the matter as soon as possible.
l look forward to hearing from you.
Emily Davies
Senior Administrative Assistant
Useful
Language
1am writing with regard to ... .
1wish to complain about ... .
In a letter of complaint, you
must be polite but firm. Explain
clear1y what the problem is and
say what you want the person
to do.
The invoice / order number is ....
Unfortunately, the ... was missing a ... / is faulty / broken /
torn.
Please send me / us a replacement immediately.
This has caused me/ us great inconvenience.
1feel that you should offer us sorne form of compensation.
Please look into the matter as soon as possible.
1look forward to hearing from you.
1 Writing Guide
O
B
A summary of the results of market research
Summary of market research results
lntroduction
- - During the month of June, we conducted sorne market
Start by describing
remrch using short questionnaires over the phone and
whenyou
conducted the
survey and what
method you used.
-
through social media. 53% of the rcspondents were male and
47% werc fema le. Over onc-th ird (37%) of our respondents - - ,were students, 28% were in pairt-time employment, 19%
- ,.. were in ful l-time employment and 16% were unemployed.
At the
beginning, give
more general
information
about the people
who particípated.
Consumption of fizzy drinks
Most people answered that they never drink fiuy drinks
(55%), and another 11% say they drink fizzy drinks less than
once a week. Of those people who dri nk fizzy drinks more
often, 14% drink them once a week, 10% drink them two or
three times a week, 6% drink them four or five times a week
>-and 41lb drink them cvery day. Most pcople prefer cola drinks
(60%). The second most popular type of drink is energy
drinks (15%) and then sorne people prefer orange (8%),
lemon (6%) and lemon and lime (3%); Sllb prefer other types
- .. of fizzy drinks.
-
-
Put the data
together in a logical
way.
04
Factors in purchasing fizzy drinks
For 68% of the people, the brand is the most important
factor in choosing the drink. Then the price is next at 170/o,
the size at 7%, the calories at 5% and the packaging at 3%.
Our research also shows that people are very loyal to their
brand. Ninety per cent of the people in our study say they
always buy the same brand.
Conclusions
lt is clcar that peoplc want to buy the samc brand. As you
can see, there is a large markett for alternatives to cola
drinks. We think that in the light of these resu lts, we should
focus on putting a competitive price on our products and
conducting more research about the size and packaging.
Finally, the results suggcst that we should also provide
- - information about the calories in our drinks.
-
Put your
recommendations
and suggestions in
the last paragraph.
•
-
-
04
A report should always have a title, and
headings before each paragraph. Make
sure the headings are short.
Useful
Language
For most people, ....
More people prefer •.. to ... .
Most people answell'ed ... .
As you can see, there is a large market for ....
In the light of these results, we should ... .
These results suggest that we should ... .
lt is elear that people want ....
1 Writing Guide
O
11 An e -mail to a business partner
New m"ssage
-
To
From
Subiect
DanWh1te
OIMa Andel'SOII
Let's set upa websitel
___
O- P $ (i
~
,
-,,
- - - - - - - - - t1I'
_ _ _ _ _ _ _ _ _ _ _ _ _ _ 11
11
Hi Dan,
Start with a general
--
sentence to say what
the e-mail is about.
Use a new paragraph
to introduce a new
topic.
Flnish by asking your
business partner to
tell you what he / she
thinks of your ideas.
l've been thinking about the next steps for our shop.
lf we want our business to grow, we need to start selling our products online. lt's notas difficult as you think.
For the website, we need to look into e-commerce
platforms. They're really easy to use - we choose a
domain name, and they have different templates for the
design. 1think we can get a basic package which includes
unlimited bandwidth and a shopping cart feature with
secure payment.
Use different
When it comes to the suppliers, w e should definitely
hire an escrow service that will deal with payments to
suppliers. They also know the local market and can
negotiate prices and deal with any problems.
When we get the website set up, we need to look alter it.
We want customers to keep coming back to the site, so
we should update with ffresh content regularly. We can
think of creative promotions and set upa mailing lisl so
that we can e-mail our promotions to our customers. We
also need to think aboutt advertising on social media.
-
-
Let me know what you think of these ideas.
AII the best,
Olivia
Useful
Language
lf we want our business to grow, we need to ... .
In an e-mail proposing or suggesting
different ideas, use different structures to
make your suggestions, so ít's not like a list!
For the website, we need to look into ... .
1thínk that we have to ....
When it comes to suppliers, we should ....
We want customers to keep coming back to
the site, so we should ....
Let me know what you thínk.
7
.... modal verbs
to make
recommendations
and suggestions.
1
1 Writing Guide
,..
Give a general
a
introduction and say why
you did the activity.
Write about the different
acttivities in arder.
Teambuilding days can be fun !
Posted by Adam Roberts, 21 June
-
1went on a teambuilding day last week with my team. Our manager
• thought it would be a good idea to help us work better together
before the next sales campaign.
- ._ First, we did a treasure hunt. We had t o work together in arder to
>--
~
--_...
Give your opinion about
the day - both positiva
and negative.
1-
_.
-
so!lve clues to find the next clue. The treasure was something that
helped us in the next activity, which was an escape room. Our
team escaped first because we had found a very usefui object in
the treasure hunt. 1 enjoyed it when we did the bushcraft activity
because I love camping. We learned how to light a fire using sorne
simple wooden tools and how to work together to build a shelter.
1thought that the whole day was a good idea because it really made
us work together. lt was also great to get out of the office and see
my colleagues in a different place. 1 have to say I didn't like it when
we had to compete against other teams, because sorne people
became very competitiva and got angry when they lost.
1think that the teambuilding activity will help us to work better
together, because the different activities and games brought us
closer. Who else is looking forward to the next sales campaign?
Finish with a general
coinclusion.
...
'-
Useful
Language
111
In a review, first give the basic
information about what you did
(or watched or ate, etc.), then
give your opinion. Point out both
negative and positive things.
1went on a teambuilding day last week with the
rest of my team.
We did a ... .
We had to work together in orderto ....
1enjoyed it when we ... because ....
1thought ... was a good / bad idea because ... .
1didn't like it when we ... because ....
1think that the teambuilding activity will help us
to ... because ....
O
itel A cover letter for a CV
From
SubJect Customer Service Manager
Dear Mr Moore,
Say why you're writlng and where you
saw the advertisement.
1am writing to apply for the role of Customer Service
Manager as advertised on the Jobs4AII website. Please find
my CV attached.
1 am especially interested in musical instruments, as I am a
keen musician myself. The opportunity to work with Gibbon' s
Musical lnstruments Company, one of the best instrument
manufacturers in the indlustry, is one that I would be very
excited about. Your electric and bass guitars are top-quality
and I know you' re planning to expand your business into
other countries.
Show that you know about the
company and what it does.
Explain how your skills and experience
match what it wants.
The job description says that the role involves managing
a team of customer service reps, handling more complex
customer issues and developing customer reward schemes.
1 have a proven track record of leadership skills and 1
manage a team of reps in my current role. 1 have excellent
communication skills and enjoy dealing with customer
problems and attending to their needs. My current position
also involves developing different ideas to gain customer
Say when you can be interviewed.
J-
loyalty.
l'm available for an interview at any time that suits you either at your offices or over a video call. My current notice
period is one month.
Many thanks for taking the time to consider my application.
Yours sincerely,
Paula Jones
Useful
Language
Do sorne research into the company
that you're applying to and ínclude it
in the cover letter to show that you
know about its activities.
Dear Sir or Madam,
1 am writing to apply for the role of ... .
1 saw this position advertised ....
1 see ·from the job advertisement that ....
The job descrlption mentions ... .
1have a great deal of experience in ....
l'm available for an interview ... .
My current notice period is •.. .
O Vocabulary Builder
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>
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o
~ BACK TO UNIT
l?0SITI0NS
Accounts Assista.nt
Operations Director
Chief E.xecutive Officer (CEO)
Personnel Manager
Financia! Director
Production Team Leader
Financia! Supervisor
Sales Representativa (Rep)
Headof IT
Senior Administrativa Assistant
Human Resources (HR) Director
-·········-·····-· - --
M arketing Director
O
Senior Manager
staff
ACTI0NS
attend a meeting
hire a new employee
be in charge of a
make new plans
department
pay an invoice
describe a problem
reply to an e-mail
develop a product
sell a product
explain how to use
amachine
show someone around
the office
get ajob
o
o
>
befare page 6
~ BACK TO UNIT
AROUND THE OFFICE
cafeteria
ground floor
stockroom
car park
kitchen
toilets
conference room
lobby
top floor
corridor
reception
warehouse
GrVING DIRECTI0NS
at the end of the
corridor
exit
on your right
go past
opposite
behind
go straight
stairs
between
in front of
turn left
down
lift
turn right
enter
on your left
up
º"''''
appointment
fill in a form
map
assist
interview
attached
budget
statement
Junior
Admlnistrative
Assistant
Personal
Assistant (PA)
suitable
diagram
Managing
team
employee
Director
role
tille
1 Vocabulary Builder
El Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
>
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o
o
answer incoming calls
conductdeskresearch
datai entry
deliver a message
distribute the incoming mail
receive visitors
schedule a meeting
screen a call
send e-mails
spreadsheets
file documents
take minutes
keep a log
keep track of
order office supplies
prepare a presentation
type agendas
update the mailing list
word processlng
>
BACK TO UNIT
a box of
.............................................
a packet of
a pair of
...............................·- ·······...
a roll of
a sheetof
OFFICE EQUIPMENT
pedestal
pen driva
photocopiar
recyclíng bin
scanner
shredder
projector
PURCHASING OFFICE EQUIPMENT
charge (v)
delivery
discount
o
~
OFFICE SUPPLIES PHRASES
desktop
computar
filing cabinat
laptop
o
BACK TO UNIT
OFFICE ROUTINES
befare page 10
o
~
price per unit
quality
quantity
run out of
shipping cost
special offer
invoice
payment
run low on
subtotal
by post
drawer
candidata
cheap
duties
enquiry
ítem
log (n)
midday
client
corraspondance
expensive
axperience
proficient
rasponsibilities
dozen
inventory
visitor's pass
.,.,,
11 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
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BACK TO UNIT
USING VOICEMAIL
contact someone
PIN
contacts (n)
press
delete
receiver
dial a phone number
replay
enter
rerecord
fast forward
retrieve
heádsét
reviéw (v)
incoming messages
rewind
location
save
loudspeaker
set to silent
outgoing message
volume
) befare page 16
o
~
~
BACK TO UNIT
USING THE INTRANET
background
icon
bold
italics
bullet
log in
cell
log out
column
lower-case letters
comment
paragraph
copy
password
cut
paste
desktop
post (v)
double-click
row
now chart
strikethrough
font
underline
heading
upper-case letters
homepage
username
access
online account
arrange
ring (v)
daytime
star
embed
straightaway
hash
tag
labet (v)
training session
modify
1 Vocabulary Builder
11 Vocabulary Builder
IL.earn the vocabulary you need. Write the words in your language.
>
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o
~
BACK TO UNIT
TYPES OF POST
b ill
contract
...............·-·················-·······
junk mail
subscription
delivery
o
!HANDLING MAIL
collect
postage
sign (v)
document (v)
postcode
sort (v)
domeslic
reach its destination
stamp(v)
enclosure
recipient
weigh
international
registered post
weight
mail log
sender
>
befare page 20
o
~ BACK TO UNIT
IIJSING A COURIER SERVICE
bubblewrap
mark (v)
courier
measure
form
paperwork
fragile
parcel
good condition
pickup (v)
goods
shipment
handle with care
signatura
height
special instructions
inspect
thisway up
insure
track
keep away from heat
update (n)
keep dry
waybill
label
w idth
length
w rap (v)
º'''''
accidentally
imperial
package
accurate
in error
pile
attach
mail basket
pound
avenue
mailroom
road
boulevard
metric
street
confidential
online
tray
empty (v)
ounce
website
envelope
111 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language.
>
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o
SHIPPING
cargo
compete
consignee
cargamento
competir
consignataria
port of discharge
contact (n)
container terminal
contacto
rates
free of charge
free of damage
freight container
guarantee (v)
load (v)
loss
puerto de origen
presupuesto
tarifa
terminasl de contenedores reliable
fiable
gratuito
libre de daños
shipper
transportista
unload
vessel
volume
worldwide
descargar
cargar
perdida
>
puerto de descarga
port of origin
quote
contenedor de carga
garantizar
befare page 26
o
~ BACK TO UNIT
~
nave embarcacion
volumen
mundial, global
BACK TO UNIT
IMPORT AND EXPORT
advantage
buyer
conduct
negotiations
ensure
ventaja
comprador
negociar
asegurar
exportar
seguimiento
extranjero, de fuera
importar
inversión
manufacturar
fabricante
mínimise costs minimizar costes
export (v)
follow-up
foreign
import (v)
investment
º'''''
assistance
asistencia, ayuda
business assocíate
cash
container yard
disadvantage
relacionar con
efectivo
contenedor
desventaja
profit (n)
protect
requirements
resale
risk
beneficios
proteger
requisitos
reventa
riesgo
dirigir un negocio
run a business
tramites de envio
shipping arrangements
empresa
de abastecimiento
sourcing company
empezar un negocio
start a business
proveedor
supplier
trade (n)
trust (v)
distrust
emphasise
free on board
secure transactions
specialise
comercio
confiar
desconfianza
- - -···-···-···-··
enfatizar
franco a bordo
transferencias seguras
especializado
1 Vocabulary Builder
11 Vocabulary Builder
ll.earn the vocabulary you need. Write the words in your language.
>
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o
~
BACK TO UNIT
IRECEIVING CALLS
pedir permiso
line is busy
avoid
evitar
out ot the office
fuera de la oficina
can someone back
devolver la lllamda
pleasant
c reate a positive impression
dar buena impresión
no entender del todo
extension
professionally
agradable
profesional
didn't quite catch that
extension
Poner a alguien en espera
Pon a alguien a través de
put someone on hold
pu t someone through
tono amigable
saludar
retum a call
devolver la llamada
ring (n)
llamar/tono
hang up
colgar
speak clearly
introduce
presentar
transfer calls
leave a message
deja un mensaje
urgen!
friendly tone
greet
>
befare page 30
o
linea ocupada
ask for permission
~
hablar claro
transferir llamadas
urgente
BACK TO UNIT
fOLLOWING UP ON MESSAGES
tan pronto como sea posible let me know
hagamelo saber
comments
comentarios
missacall
perder una llamada
c ritica!
critica
actualemnte
no reply
sin respuesta
---·.................
on another line
en otra linea
discuss
discutir
order (n)
pedido
essential
essencial
volver con alguien
out of town
fuera de la ciudad
prioridad
que te cuelguen
pasar
reach (someone)
regarding
alcanzar
con respecto a
handle (v)
manejar
specify
especificar
interrupt
interrumpir
unavailable
indisponible
as soon as possible
currently
gel back to someone
get cut off
goover
o'''"
priority
reason
etiquette
equipamiento
etiqueta
request (v)
expect
contar/ esperar
rude
equipment
motivo/razon
smile
sonrisa
pedir
take acall
coger una llamada
grosero
voice
voz
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~
BACK TO UNIT
SCHEDULING MEETINGS
at the last minute
notify
attend
offsite meeting
attendee
onsite meeting
book
organise
break (n)
postpone
check my calendar
previous commitment
confirm
- - -...·..··-··---···--
refreshments
convenient
reschedule
hold a meeting
suit (v)
invited
take place
rnake it
>
befare page 36
o
~ BACK TO UNIT
BOOKING OFFSITE EVEN1TS
access
exhibition
accurate
in advance
auditorium
memorable
beverage
menu
budget
podium
buffet lunch
provide
catered
registration
convention
set up
detegate (n)
success
detail
take careo!
d isplay
venue
event
º'''''
accept
logistics
biscuit
microphone
cold drink
on a diet
decline
participan!
hall
raise {v)
intimate
screen (n)
1 Vocabulary Builder
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o
~
BACK TO UNIT
PLANNING MEETING$
annual
hand out
attendance list
monthly
board meeting
opening remarks
board of directors
orientation meeting
brainstorming session
briefing meeting
product line
programme
client
quarterly
c losing session
staff meeting
stand-up meeting
conference call
customer
summarise
daily
virtual meetíng
weekly
demonstration
befare page 40
o
~
BACK TO UNIT
TAKING MINUTES
action point
objection
analyse
objective
apologies
preparad
assign
attract
present (adD
pros and cons
c larify
raise (a topic)
expansion
selection
focus (v)
take notes
issue
key decision
task
••,,,,
major
time frame
training
brochure
overrun
cancel
region
report
chat
discussion
driverless vehicle
run something by
someone
new recruit
upcoming
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BACK TO UNIT
ORGANISING EXHIBITIONS
award-winning
banner
booth
brochure
business card
commercial
deposit (n)
display (v)
hard copy
logo
pamphlet
profile
promolional material
rack
sample (n)
sign up
display board
exhibit (v)
feature (v)
slogan
specifications
field
gather
giveaway
- - -········........_, ...
>
before page 46
o
~
trend
variety
videoclip
~ BACK TO UNIT
ATTENDING BUSINESS EVENTS
achieve a goal
body language
enter a market
exchange (v)
expand
flow (v)
give a call
increase business
make eye contact
- -··········..··-········
- -········-·····..········
- -········-··············
- -·--·····-····..·····•·•
make small talk
potential
rapidly-growing field
represent
show interest
skill
strong
thoughtful
valued customer
vendor
well-established
nod
o u;;;;
app
businesspeople
campaign
home automation system
image
leaflet
one step ahead
proud
social media
stand (n)
virtual reallty
1 Vocabulary Builder
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o
~
BACK TO UNIT
MAKING TRAVEL ARRANGEMENTS
a rrival
insurance
- - -··-···-··········.....
boarding pass
cancelled
land (v)
check in (v)
make a reservation
check-in desk
one-way ticket
confirmatíon e-mail
outbound flight
delayed
passenger
departure
rental car
direct flight
return ticket
drMng licence
seat assignment
drop off
stopover
e-ticket
take off (v)
excess baggage
taxi rank
ftight information board
unlimited mileage
fully booked
via
gate
voucher
inbound flight
waiting list
>
before page 50
o
itinerary
~
···-···•-•·••..····---
BACK TO UNIT
BOOKING HOTELS & RESTAURANTS
bar
guest
room service
bill
half board
single room
business centre
high season
spa
chef
laundry service
standard room
cuisine
low season
swimming pool
double room
luxurious
tip
executive suite
luxury suite
transfer
fitness centre
non-smoking
vacancy
full board
party
waiter
º'''''
accident
flexible
assistance
GPS
business class
local time
destinatlon
run through
download (v)
single / double occupancy
economy class
that's a shame
- - -······--···-······
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~
BACK TO UNIT
TAKING LEAVE ANO CLOCKING IN
annual leave
approve
attend to
busy period
card reader
carryover
clock in
clock out
consecutive days
co-worker
entitled to
full-time
give one month's
notice
irresponsible
matemity leave
>
before page 56
o
overtime
part-time
paternity leave
refuse
regulations
reject
restrict
salary
sick leave
sick note
submit a request
swipe your card
take time off
unpaid leave
vital
~
BACK TO UNIT
SECURITY IN THE WORKPLACE
accompany
alarm system
alert (v)
anti-virus
break-in (n)
firewall
hacking
install
key
premises
protect
question
safety
security camera
security guard
software
surveillance system
suspiciously
lighting
unattended
lock
unfamiliar
valuables
virus
monitor (v)
personal belonglngs
. ,,,w
assistance
confidential
contactless fingerprint
scanner
deal (n)
fire brigada
instructions
line manager
- - -··········-····-··-
overnight
secura (adj)
shredded
temporary
under any
circumstances
warn
1 Vocabulary Builder
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~
BACK TO UNIT
CUSTOMER SERVICE
apologise
manner
politely
argue
assure
refund
calmly
deal with
remind
replacement
reputation
dissatisfied
enquiry
exhausted
impatient
in the long run
keep a promise
>
befare page 60
o
respectfully
rude
satisfied
solve
treat
~
BACK TO UNIT
!HANDLING COMPLAINTS
at our expense
be supposed to
compensation
consequences
c redit your account
defect
inconvenience
insist on
is missing a part
is torn
isn't fresh
makeaclaim
make anoise
disappointed
due
expectations
fail to meet
faulty part
has gol a hole in it
overcharge
pricing
repair
satisfactory
laste bad
under warranty
be in touch
oum,,w
- - -·····••·••-·····-····
curtains
moreover
reminder
drop (v)
follow up (v)
furthermore
gift
in additlon
sincerely
smell (v)
uncomfortable
unfortunately
value (v)
abílity
IIJ Vocabulary Builder
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•
BACK TO UNIT
MARKET RESEARCH
brand
buying habits
conduct a suivey
demo
determine
factor
interested in
interpret data
inteiviewee
market research
market share
method
find out
focus group
goahead
in action
influence
insights
prototype
questionnaire
sales analysis
target population
test (v)
>
befare page 66
•
~
~
BACK TO UNIT
MARKETING STRATEGIES
appeal
persuade
competitor
consumer
demand
effective
image
in oomparison to
marketing campaign
marketing strategy
original
promollon
prospectiva customer
public relations
regret
speclalise
stage
take advantage of
valld
value (n)
º'''''
cereal bar
chocolate
examine
fizzy drink
honey
launch (v)
loyal
nut
petrol
practise
purpose
send out
specific
suítable
······-···.............--~
USP
1 Vocabulary Builder
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O
BACK TO UNIT
cASHFLOw
cash balance
cash flow statement
corporate income tax
interest rate
issue shares
loan
decrease
deduction
dividend
expense
figure
go bankrupt
go out of business
gross
income
increase
long-term
>
before page 70
o
~
net
owe
profitable
purchase
repayment
revenue
shareholder
survive
waste (time)
~
BACK TO UNIT
.ACCOUNTING
accounts payable
accounts receivable
accrued expenses
assets
balance sheet
composition
creditor
current
debt
debtor
equity
equivalen!
in stock
e,,,,,.
analyst
apply for (a loan)
completion
direct method
guaranteed (adj)
inventory
investor
liabilities
merchandise
net worth
non-current
out of stock
own (v)
property
retained earnings
share capital
sign (n)
turnover
land (n)
luckily
pay back
renovation
rent (v)
successful
___
,
...... ......... _,
-.-.
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~
BACK TO UNIT
BANKING
arrangement fee
lend
borrow
line of credit
branch
pay off
collateral
payment holiday
credit limit
personal guarantee
credit rating
projection
current account
secured
deny
standing arder
fund
terrns
go overdrawn
withdraw
>
before page 76
~
BACK TO UNIT
48 1NSURANCE
courtesy
liability
despite
negligence
employer's
liability insurance
no-claims discount
policyholder
e -risk insurance
premium
fine (v)
professional indemnity insurance
tire insurance
public liability insurance
identity fraud
sued
inmind
suffer
insurance policy
thlrd party
legal lees
vehicle insurance
legally obliged
0 UGIW
assistance
fluctuation
break the law
lnjured
burndown
insurer
compensation claim
lawyer
cover (v)
o utgoings
crash (v)
rely on
duration
retirement
estimate (n)
secure (v)
- - -········-··············
- - -········......···········-·
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~ BACK TO UNIT
GLOBAL E-COMMERCE
accept
platform
adapt
post (v)
browse
power
compatible
retail
customise
round the clock
domainname
shopping cart
encrypted
showcase
expert
stylish
feedback
support
gather
template
host
impose
unlimited
bandwidth
iocalisation
worth the effort
p lace an order
>
befare page 80
o
~ BACK TO UNIT
IDEALING WITH SUPPLIEIRS
allow
negotiate
assess
neutral
entrepreneur
packaging
escrow service
prevent
gowrong
returns policy
handmade
scam
hidden·
sensible
intention
striking
intermediary
traffic
misunderstanding
ventura
OiLIM
legitimate
ready-to-use
light fixture
regularly
link (v)
review (n)
operating system
upgrade
outstanding
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~ BACK TO UNIT
TEAMBUILDING
advisor
approach (n)
prioritise
pull together
bond
bonus
break the ice
challenge
relaxed
scheme
clue
conflict resolution
credit
culture
incentive
interpersonal
strenuous
setting
shocked
stressed
tackle
team spirit
treasure hunt
unmotivated
worl<shop
laughter
>
befare page 86
O
~ BACK TO UNIT
TEAMWORK
aspect
overrated
collaborate
comeup with
commítment
contribution
cooperate
demotivating
perform
personal accountability
point of view
problematic
prove
reasonable
encourage
express
settle
share (v)
facilitate
input
strength
weakness
º'''''
come naturalty
dec ision-making
disagreement
joke
resolve
reward (v)
escape room
forest
sales target
sheller (n)
gel out
1 Vocabulary Builder
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o
BACK TO UNIT
lEADERSHIP SKILLS
approach {v)
implement
basís
bother (v)
implementation
inspiration
circumstance
lack
constanlly
crisis
delegate (v)
lead to
praise {v)
proactive
direct (v}
direction
empower
enhance
gel along with
identify
reactive
reality
>
befare page 90
o
~
take steps
vision
work out
---······..............-.
~ BACK TO UNIT
STRATEGY PLANNING
awareness
irrelevant
bargaining power
be caught off guard
broader perspectiva
chaín
demand (v)
navigate
overcome
put out tires
reinvent
revolution
discipline
distraction
force (n)
going forward
in the light of
role
set aside
step back
substituta (n)
threat
º'''''
continuous
dress smartty
raise {v)
senior
inspirational
keep track of
micromanage
separate
socialise
-···--~·-····-·- - -
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O
~
BACK TO UNIT
APPLYING FORAJOB
advanced
anxious
confident
dynamic
educational background
experience (n)
lazy
logistical support
messy
organised
outgoing
relocate
responsible
secondary school
target
under pressure
vocational course
··········~·······- - ~
fluent
hardl-working
headquarters
insecure
introverted
knowledgeable
>
befare page 96
o
~
BACK TO UNIT
INTERVIEWING
ambítious
- - -·······..............
multitasking
artic1Jlate
notice
consclentious
crea1ive
decisive
easy-going
perk
permanent
punctual
recruit
retirement benefits
fast learner
fire {v)
flexible
health insurance
incentive
___ _
.. ... ..,,......
., ,
schedule
sensitiva
shíft work
starting salary
industrious
keen
temporary
basedin
lead (v)
recruitment company
supervise
o.,.,,
candidata
electronics
headhunter
highly qualified
survey
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~ BACK TO UNIT
PREPARING A CV
achievements
bachelor's degree
care,er objectives
communication skills
diploma
foreign language
job description
layout
managarial skills
mastar's degree
negotiation
problam-solving
formal trainlng
gender
graduate
initiative
provan !rack record
refaranca
think outsida tha box
with honours
º'''''
ben.efit (v)
course
date of birth
hobbies
intermediate
marital status
marks
nativa
personal details
personal statemant
photography
qualifications
ranga
sector
spell-check
stock (v)
tutor
welfara
work experience
Model CV
o
CURRICULUM VITAE
Personal details:
Name: James O'Brian
Address: 59 Acacia Avenue, Nottingham NH56 3HT
Telephone number: 0115 496 0887
E-mail address: j.o.brian@geemail .nett
Personal statement: Experienced senior administrative assistant. Highly organised and capable of
multitasking.
Work experience:
2017-2023: Senior Administrative Assistant. Reduced the company's business travel expenses by 25%
by negotiating deals with hotels and airlines. Cut response times to customer queries from
an average of 2.5 days toan average of 1 day.
Reason for leaving: Looking for better leadership.
2012-2017: Administrative Assistant. lntroduced procedures that meanit the office no longer ran out of
stationery and reduced equipment breakdowns by 75%.
Reason for leaving: Better salary.
2010-2012: Junior Administrative Assistant. Contributed to the smooth running of the office by
quickly learning the procedures and providing fast and effective support to the senior
administrative assistant.
Reason for leaving: More responsibility.
Education: Brightingale University: 2006-2009
Collingdale Secondary School: 2003-2005
Languages: English, French, Spanish
Skills:
Proficient user of Word, Excel and PowerPoint
Burli ngton Profess1onal Modules
BUSINESS
ADMINISTRATI
& FINANCE
STUDENT'S BOOK
by David Walker, Juan Manuel Rubio Santana and Robert Duncan
Burli1ng1on Books
P.O. Box 54411
372 1 Limassol
Cyprus
Burlington Books is an imprint or the Burlington Group.
ACK OWLEDGEl\1ENTS:
lmag,es
Sltutterstock. lnc.
Reviewers
Laura Arrondo Catalán. CPIFP Corona de Amgón. z,mgoza: Juan-Tomás Linares Hcrnándc7.. CIFP Santa Catalina. Aranda
de Duero (Burgos): Rosa Borrcll Fcliu, lnstitut Guindi1vols. Lleida: Jose Antonio Lago Martíncz-Tudela , IES Val lecas-Magerit,
Madrid; Aliria Miñano Molina . lES Alcúdia, llles Balears
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ISBN 978-9925-36-128-I
Copyrigh1 O 2023 Burlington Books