ELLIS

English Language Learning and Instruction System™ Business Series™ Instructor Guide

ELLIS Business Series™ Version 1 rev. a Instructor Guide © 1998 CALI, Inc. All Rights Reserved Printed in U.S.A.

TABLE OF CONTENTS
INTRODUCTION ............................................................................................................................................. 1 SCOPE AND SEQUENCE CHARTS
THEME 1 AIRPORT .................................................................................................................................... 2 THEME 2 GROUND TRANSPORTATION......................................................................................................... 3 THEME 3 HOTEL........................................................................................................................................ 4 THEME 4 FOOD ......................................................................................................................................... 5 THEME 5 BUSINESS SOCIAL SKILLS............................................................................................................ 6 THEME 6 GREETINGS, INTRODUCTIONS, AND FAREWELLS .......................................................................... 7 THEME 7 PHONE SKILLS ............................................................................................................................ 8 THEME 8 NEGOTIATIONS ........................................................................................................................... 9 THEME 9 CONTRACTS.............................................................................................................................. 10 THEME 10 DISCUSSING BUSINESS ............................................................................................................ 11 THEME 11 PLANNING .............................................................................................................................. 12 THEME 12 MEETINGS .............................................................................................................................. 13

LESSON SCRIPTS
VOLUME 1 AIRPORTS AND TRANSPORTATION THEME 1- AIRPORT LESSON 1 .................................................................................................................................. 15 LESSON 2 .................................................................................................................................. 17 LESSON 3 .................................................................................................................................. 19 LESSON 4 .................................................................................................................................. 20 LESSON 5 .................................................................................................................................. 21 THEME 2- GROUND TRANSPORTATION LESSON 1 .................................................................................................................................. 22 LESSON 2 .................................................................................................................................. 24 LESSON 3 .................................................................................................................................. 26 VOLUME 2 HOTELS, RESTAURANTS, AND HOSPITALITY THEME 3 - HOTEL LESSON 1 .................................................................................................................................. 28 LESSON 2 .................................................................................................................................. 30 LESSON 3 .................................................................................................................................. 32 LESSON 4 .................................................................................................................................. 34 THEME 4 – FOOD LESSON 1 .................................................................................................................................. 35 LESSON 2 .................................................................................................................................. 36 LESSON 3 .................................................................................................................................. 38 LESSON 4 .................................................................................................................................. 40 LESSON 5 .................................................................................................................................. 41 LESSON 6 .................................................................................................................................. 42 LESSON 7 .................................................................................................................................. 43 VOLUME 3 OFFICE AND SOCIAL SKILLS THEME 5 – BUSINESS SOCIAL SKILLS LESSON 1 .................................................................................................................................. 46

i

..................................................................................................................... 79 LESSON 2 ..................................................................................................................... INTRODUCTIONS............... 71 LESSON 2 ............................................................ 75 LESSON 2 .............................................. 57 LESSON 4 ............................................................ 65 LESSON 2 ............................................... 113 ii ............................................................................................ 92 THEME 5 – BUSINESS SOCIAL SKILLS ................................................................................................................................................................................. 62 LESSON 2 ............................................................................. 63 LESSON 3 ................................................................................................................................................................................................................... 50 THEME 6 – GREETINGS......................................................... AND FAREWELLS LESSON 1 ................................................................................................ 53 LESSON 4 .... 68 LESSON 5 ... 108 THEME 11 – PLANNING .....................................................................LESSON 2 ....... 89 THEME 4 – FOOD .............................................................................................. 66 LESSON 3 ........................................................................................................................................................................................ 95 THEME 6 – GREETINGS..............................NEGOTIATIONS LESSON 1 ........................................................................................................................................................................................ 103 THEME 9 -................................................................................................................................. 55 LESSON 2 ........................................................................................................ 72 LESSON 3 ..................................... 73 LESSON 4 ....................................................... 97 THEME 7 – PHONE SKILLS ................................. 51 LESSON 2.......................................CONTRACTS ........................ ....................................................................... 100 THEME 8 – NEGOTIATIONS ........... 49 LESSON 4 ..................... 59 VOLUME 4 CONTRACTS AND NEGOTIATIONS THEME 8 -...................................................................................................................................................................................................... 54 THEME 7 -...................................... 105 THEME 10 – DISCUSSING BUSINESS ...................................................................................................................................................................................................................................................................................................................................... 74 THEME 11 – PLANNING LESSON 1 .................................................................................................................................................................................................................. 84 THEME 2 – GROUND TRANSPORTATION ............................................................................... 48 LESSON 3 ............ 82 ANSWER KEY THEME 1 – AIRPORT........................................ 86 THEME 3 – HOTEL ................................................................................................................................................................................................................PHONE SKILLS LESSON 1 ............................................... 52 LESSON 3 ................................... 80 LESSON 3 .............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................. 77 THEME 12 – MEETINGS LESSON 1 ................................................................................................................................. 69 VOLUME 5 BUSINESS MEETINGS AND DISCUSSIONS THEME 10 – DISCUSSING BUSINESS LESSON 1 .................................................... 67 LESSON 4 ............................................................. 110 THEME 12 – MEETINGS ............................................................................................................................... AND FAREWELLS.............................. 64 THEME 9 – CONTRACTS LESSON 1 ..................................... INTRODUCTIONS.....................................................................................................................................................................................................................................................................................................................................................................

W Instructors can use this Instructor Guide as a resource tool. You may want to integrate the objectives of Business Series with those of any other curriculum materials your institution uses in addition to the ELLIS Business Series Learner Response Book. The Instructor Guide contains information and materials for each of the 12 themes in The ELLIS Business Series. 1 . which provide immediate information concerning were Business Series teaches any item of instruction. giving students realistic situations and the opportunity to play an active role in the learning process. The same words that are highlighted on the screen are highlighted in this book. All pronunciation example words are in red. ELLIS products effectively utilize the computer for language learning. 2. communication skills. All vocabulary phrases are bolded. please refer to the Installation and Implementation Guide. Scope and Sequence Charts. and is divided into three main sections: 1. At the end of each theme’s script are ideas for in-class activities. Each lesson suggests practice activities for one or more of the following skills: grammar. With the flexibility of ELLIS and the instructor’s familiarity with the needs of each student. Scripts give a complete text of Business Series’ lessons and show which words are highlighted for definitions or more information. culture. and activities the students can do outside of the classroom. For information on how to use the features on The ELLIS Business Series and Instructor Utilities. Much like a textbook. The scripts are organized in a user friendly format. 3. The scripts in this guide are marked as follows: • • • • • All vocabulary words are italicized. The scripts will help you plan your lessons in the following ways: • • • They include all the dialogue the learner sees from each lesson. Answer Keys provide answers to all practice activities in the ELLIS Business Series Learner Response Book. This means that you don’t have to go to the computer to know what vocabulary words or grammar structures are taught in each lesson.Introduction elcome to The ELLIS Business Series™. ELLIS products combine the technology of computer assisted instruction with established instructional theories to produce the most innovative ESL program available. or vocabulary items. Themes have between 3 and 5 lessons. The entire conversation script for each lesson is included in this manual. Scripts are divided into themes. All grammar structures are underlined. ELLIS is a resource that can help you design and meet course objectives. learners will not be faced with instruction that is too far above or below their ability. The theme objectives show what is taught in Business Series.

3 [a] ah document 1. Immigration 4.1 [e] eh them 1. Exchanging Money ♦ Perfect tense ♦ Past tense ♦ Progressive tense ♦ Present tense ♦ Future tense Answering questions Dealing with problems Discussing where and how to exchange money Discussing exchange rates and exchange fees Airline check-in procedures Dealing with problems Immigration and customs procedures Expressing dissatisfaction Exchanging money Using traveler’s cheques 1. Dealing with Problems 3.5 [i] ee need Grammar Focus Communication Culture Pronunciation Focus 2 . Customs 5.2 [w] i miss 1.ELLIS Business Series Lessons Theme 1 Airport 1.4 [ew] ey place 1. Airline Check in 2.

1 [aw] ai like 2. Taxi ♦ Conditionals ♦ Gerunds and infinitives ♦ Prepositions review Renting a car Asking for and giving directions Giving instructions Arranging for airport or hotel shuttles Arranging for and hailing a taxi Driver’s licenses Differences between rental cars Airport and hotel shuttles Advantages of taking a taxi 2.2 [j] y you 2.3 [w] i in Grammar Focus Communication Culture Pronunciation Focus 3 . Making Transportation Arrangements 3.ELLIS Business Series Lessons Theme 2 Ground transportation 1. Rental Car 2.

Checking In 2. Hotel Services 4. Concierge 3.1 [p] p help 3. Checking Out ♦ Yes/No questions ♦ Information (Wh-) questions ♦ Tag questions ♦ “How” questions Checking into a hotel Ordering room service Calling housekeeping Arranging for a wake-up call Checking out of the hotel and discussing the bill Hotel reservations Hotel concierge Using hotel services Checking out 3.3 [u] oo room 3.4 [s] s still Grammar Focus Communication Culture Pronunciation Focus 4 .ELLIS Business Series Lessons Theme 3 Hotel 1.2 [z] z is 3.

3 [r] r garlic 4.4 [c] uh just 4. and dinner foods Restaurant reservations Tipping the server Restaurant specials Common practices when paying the bill 4.1 [ ] dh that 4.ELLIS Business Series Lessons Theme 4 Food 1.5 [l] l lemon 4. Ordering Dessert 7. lunch. Paying ♦ Articles ♦ Count and Non-count nouns ♦ Quantifiers ♦ Pronouns Ordering food in a restaurant Asking for recommendations Asking about specials Ordering drinks and dessert Paying the bill Discussing questions about the bill Common breakfast.6 [o•] o okay 4.7 [›] th think Grammar Focus Communication Culture Pronunciation Focus 5 . Lunch 3. Reservations 5.2 [±] ch cheese 4. Getting a Drink 6. Dinner 4. Breakfast 2.

4 [†] ng going Grammar Focus Communication Culture Pronunciation Focus 6 .3 [¥] zh pleasure 5. Giving and Accepting Compliments 4.2 []] aw out 5. Making and Accepting Invitations ♦ Common contractions ♦ Forming contractions in the perfect tense ♦ Forming contractions in the future tense Greetings Small talk Giving and accepting compliments Making and accepting invitations Appropriate greetings Small talk with new acquaintances Forms of non-verbal communication Giving and accepting compliments Invitations 5. Meeting your Contact 3.1 [t] t ten 5. Meeting the Receptionist 2.ELLIS Business Series Lessons Theme 5 Business Social Skills 1.

Small Talk – Personal 4. Saying Goodbye ♦ Equatives ♦ Comparatives ♦ Superlatives ♦ Parallel structures Greeting acquaintances Making introductions Giving compliments to friends Making small talk Discussing jobs and hobbies Pre-closings Saying goodbye and making plans to meet in the future Common greetings with acquaintances Common introductions –formal and informal Giving compliments in introductions Appropriate and inappropriate small-talk topics Complimenting others. Small Talk – Business 3. Making Introductions 2.3 [a•] ow doubt 6.2 [•] u good 6. and Farewells 1. occupations and hobbies Saying goodbye –formal and informal 6. Introductions.1 [u] oo you 6.ELLIS Business Series Lessons Theme 6 Greetings.4 [g] g give Grammar focus Communication Culture Pronunciation Focus 7 .

Making Travel Arrangements and Reservations ♦ Modal auxiliaries ♦ Types of modals Answering the phone Taking messages Asking for voice mail Making an appointment Discussing dates and times Paying for an order over the phone Asking for and giving the appropriate information Common phone greetings and goodbyes Common introductions over the phone Methods of payment Making travel arrangements and reservations Confirming reservations 8.4 [k] k king Grammar Focus Communication Culture Pronunciation Focus 8 .3 [h] h handle 8.2 [w] w well 8.1 [b] b back 8. Answering the Phone and Taking Messages 2.ELLIS Business Series Lessons Theme 7 Phone Skills 1. Placing an Order 4. Making and Changing an Appointment 3.

1 [v] v five 9.2 [•] sh share 9.ELLIS Business Series Lessons Theme 8 Negotiations 1. Seeking Assurances ♦ Active versus passive voice ♦ Forming the passive voice ♦ Stative passive voice ♦ Other forms of passive voice Asking for repetition or explanation to clarify meaning Apologizing for mistakes or delays Making objections and expressing concerns Discussing solutions and resolving concerns Making commitments Importance of asking questions to clarify meaning and obtain information Polite ways to express problems or concerns Methods of resolving concerns Commitments in business 9. Handling Objections and Reaching Consensus 3.3 [•] u would Grammar focus Communication Culture Pronunciation Focus 9 . Clarifying Meaning 2.

4 [f] f fire 10. Term and Termination 3. Legal Issues 5. Making. Accepting. Considering Options 2.3 [d] d dealer 10.1 [g] g glad 10. and Declining Requests ♦ Greek and Latin word roots ♦ Prefixes and suffixes ♦ Noun and adjective forms Methods of negotiating Discussing options with clients and customers Discussing terms of a contract Discussing legal issues Discussing territory and distributing issues Making and accepting requests Declining requests Importance of negotiating Importance of commitment to customers Making requests Listening skills Terms of a contract 10.5 [ew] ey days Grammar Focus Communication Culture Pronunciation Focus 10 .2 [°] ts that’s 10.ELLIS Business Series Lessons Theme 9 Contracts 1. Territories 4.

Finding Solutions 3. Discussing Opinions 4.ELLIS Business Series Lessons Theme 10 Discussing Business 1.2 [s] s us 7.4 [h] h hurt Grammar Focus Communication Culture Pronunciation Focus 11 . Expressing Agreement and Disagreement ♦ Personal pronouns ♦ General pronouns ♦ Possessive pronouns ♦ Reflexive pronouns ♦ Direct/Indirect object pronouns Expressing concerns Giving suggestions/stating opinions Discussing and writing proposals Reaching an agreement Coffee and lunch breaks Polite and impolite methods of sharing opinions Methods of giving suggestions in the workplace Expressing ideas with confidence 7. Talking with Co-Workers 2.3 [r] r agree 7.1 []w] oy join 7.

ELLIS Business Series Lessons Grammar Focus Theme 11 Planning 1. Planning a Meeting 2.1 [m] m meal 11. Making Arrangements for a Trade Show ♦ Meanings of prepositions ♦ Types of prepositions ♦ Phrasals (two-word and three-word verbs) Making arrangements for a business meeting at a hotel Discussing meeting-room options Discussing catering options Discussing equipment rental Making arrangements for a booth and equipment at a tradeshow Why companies host business conferences Importance of knowing important information when planning for a business meeting or tradeshow 11.2 [ae] a laptop Communication Culture Pronunciation Focus 12 .

ELLIS Business Series Lessons Theme 12 Meetings 1. Describing Trends 3. Reporting Results ♦ Subject-verb agreement ♦ Subject-verb agreement with prepositional phrases ♦ Gerunds as subjects ♦ Singular pronouns ♦ Unusual non-count nouns Making introductions in a business meeting Discussing the agenda for a business meeting Giving status reports Discussing the many factors that affect a business Discussing sales and financial reports Discussing different options to increase profits and sales Conducting a business meeting Giving status reports in a meeting Asking and answering questions in a meeting Factors that can affect a business Business strategies to increase profits and sales 12.3 [a] ah profit Grammar Focus Communication Culture Pronunciation Focus 13 .2 [j] ® just 12.1 [n] n nice 12. Conducting a Meeting 2.

Volume 1 Airports and Transportation 14 .

T A 15 . You’re on flight 1546. Perhaps it was another airline. I’ll need to see your passport. This case will be a carry on.Itinerary Check A Your final destination today is London’s Heathrow? T A T A T A Wait.Theme 1. Here you go. All right. Branch 2 . (And.Airport Lesson 1 A: T: A T Airline Employee Bill Thompson Good morning Good morning. That’ll be alright. Thank you. Branch 1 . Thank you.Bag Check A How many bags are you checking today? T A T A T A T Just these two. did you pack these bags yourself?) Yes. We only fly into Heathrow. Boarding will begin 30 minutes before departure. Have you accepted any packages or bags from strangers? No. OK. Have these bags been in your possession since you packed them? Yes. That will depart out of D7. I’ve always flown into Gatwick. sir.

T A T A T I know. 16 . They had you seated in 43E. Glad I asked.Changing Seat Assignments A You’re all set. That’s much better. Can I see your old boarding pass? You bet.Branch 3 . Here’s one. They’ve already given you a boarding pass with a seat assignment. Let me check. Could I get an aisle or window seat closer to the front of the plane? The flight is quite full. 21A.

Branch 2 – Flight Canceled E I was on flight 860 to Los Angeles. But I needed to be in Rio by morning. we’ll pay for all accommodations. I’m concerned that I’ll miss my connecting flight. You just missed that. Here’s one at 9:00. That’s fine.A. A E A E May I see your ticket? Oh. E A E 17 .Lesson 2 A E A Airline Employee Emily How can I help you? Branch 1 – Change Flights E My flight’s been delayed. but I guess I have no choice. I can’t believe this. and stay there. of course. I’m sorry. Just book me on that flight. You’ll arrive at 9:15 with the time change. but it was just canceled. What am I supposed to do? Well. I have a 10:00 am meeting in Rio. A E A E A All right. There is a flight leaving for San Francisco at 6:00 am. I’ll be late for my meeting. but you won’t be able to get to Rio until tomorrow night. I’m afraid you won’t be able to make your connection in Los Angeles. Uh. What are my options? There was a flight at 7:00pm. There is another flight at 9:30. you could spend the night here in Tokyo or go on to L. Uh…you could make a connection there to Rio. You’ve got to be kidding me.

Guess it’s better than nothing. You delayed my flight for 4 hours. E 18 .Branch 3 – Voicing your dissatisfaction E I am very upset. I don’t care what you do. and now you tell me you cancelled it? A E A E I’m sorry. Oh. Pacific Airlines has a non-stop flight to Sydney in 25 minutes. at least I’ll be in Sydney on time. fantastic. We were just told that the plane can’t be fixed today. Here’s your ticket. I already paid for this ticket. What about my luggage? Don’t worry. We regret the inconvenience. I’ll see if it can be transferred. and I have to get to Sydney. Oh. unfortunately. I’ll call Pacific for you. A E A E A E A We’ll figure something out. Branch 4 – Problem gets resolved E I hope so. so you’ll need to hurry. You need to go to terminal A. You can use this ticket. We could put you on another airline. Well. Otherwise. Your airplane had mechanical problems. Why didn’t you just put me on one of the other flights that went to Hong Kong today? The ground crew tried to fix the problem. My plane broke down. I need to be in Hong Kong by tomorrow. it will be delivered to your hotel first thing. don’t worry.

19 . Branch 2 – Conference T I’m attending a business conference. please? Yes. I am a consultant.Visiting Friends T Pleasure. but it’s full. Where do I go now? You can pick up your luggage over there. IO T: Where will you be staying? I was going to stay at the downtown Grand Plaza. Thank you. IO T And what kind of business are you in. Here’s your passport. May I see your (travel documents) please? Here you go. How long will you be staying? I’ll be here for one week. But I am thinking about staying a little longer. And what is the purpose of your visit? Branch 1 – Business T Business. Branch 3 . Thompson. Thank you. and Customs is through those doors to your left. Your visa’s valid for 30 days.Lesson 3 T IO Bill Thompson Immigrations Officer T IO T IO T IO Hi Hello. IO T IO T IO T May I see your itinerary and return ticket. Thank you. Mr. here they are. I’m just visiting some friends.

sir? T CO T CO Brochures and demonstration CDs. That’s fine. Thank you. Here you go. It’s only demonstration software. Could you open the box for me. Branch 3 . I don’t. Thanks.Checking your briefcase CO Could you open your briefcase. Thank you. please? T CO T CO T Sure.Checking a box CO Uh. sir? I’m sorry. fruits.) Okay. Yes or no. not that I’m aware of. sir. I just have my laptop and some software. Branch 4 . 20 . and uh. Could you step over here. please.Lesson 4 CO T Customs officer Bill Branch 1 – Answering Questions T Hi there. please? T C T C No problem. please? Sure. place your luggage on the table? (Guess I picked the wrong time to joke around. (Do you intend to sell this software during your visit?) No. No. I’m not. (Are you bringing any plants. or vegetables into the country?) No. CO T CO T CO T CO T Hello. (Are you transporting any live animals or animal products?) Um. what do you have inside the box.) Branch 2 . What’s this? (It’s a gift for my business associate who lives here.Checking your garment bag C Could you open your garment bag. I always bring these to shows.

sixteen. changing currency or traveler’s cheques? (In this country. ninety. Branch 4 – Where Can I Exchange Money? T Where can I go to exchange money? CL T CL T CL Here. I need to exchange a traveler’s cheque. rates vary greatly. Their rates are the best. Try to go to a bank. at a bank.Lesson 5 CL T CL Clerk Bill Thompson Hi. fifty. it doesn’t matter. Thank you. seventeen. (Do you want all small bills?) A few larger ones would be okay. but they’re closed now. seventy. and here’s your passport. at your hotel. That’s one hundred. again.) Thanks for your help. Thanks. I’m sorry. Who should I make this out to? You don’t have to fill that in. ma’am. Excuse me. Do you mind signing this? Oh. Branch 2 – Changing Traveler’s Cheques T Yes. Branch 3 – Discussing Rates T Are your rates the same as the bank’s? CLThe bank’s rates are better. CL T CL T CL T CL T May I see your passport? Here it is. (I have a stamp. Here’s your money minus the service fee. CL T CL T That’s $217 after deducting the exchange fee. T CL T Which is better. can I help you? Branch 1 – Changing Money T I want to exchange this money. Have a good day. Uh huh. here’s your receipt. (Are all exchange rates the same?) No. There you go.. 21 .) Okay. fifteen. or some major stores. ten. two hundred. It’s the same for both.

Branch 3 – Yes. Okay. Uh. you can return the car empty. That’ll be fine. Just make sure the car is returned full. Have a nice day. After about a mile. you’ll see signs for the Midtown Expressway. Okay. 22 . (Do you want to pre-pay the gas?) How does that work? If you pay us for a full tank of gas now. Do you need insurance? H I think I will upgrade to a full-size car if it’s not too much money. (Can you tell me how to get) downtown? (Sure. That’ll take you into downtown. But I would like a cellular phone. For the three days. the incremental cost is 33 dollars. My company has insurance. No thanks. Would you like to purchase collision insurance that covers any damage to the car? No.Theme 2. just initial here to (decline the coverage) and sign at the X’s. turn right out of the lot. Then I’ll get a full size. What about extending the rental? H No.Ground Transportation Lesson 1 H RA H RA Hart Rental Agent I have a car reserved for Hart. Great. Thank you for choosing AVID. You have a compact reserved. I’ll get the mid-size. Would you like to pre-pay the gas? H Yeah. Fine. Is it a problem if I extend another day? No problem at all. Can I see your driver’s license? Thank you. RA H RA H RA Good choice. I won’t be using a full tank.) Branch 2 – Yes. RA H RA H RA Sure. RA H RA H RA You’re reserved for 3 days. Would you like to upgrade to a larger vehicle? Branch 1 – No. You can just call us if you need the car longer.

I do. (Sure. Do you need directions? Yes. Ah.Branch 4 – Yes. RA H RA H RA H RA Will you be returning the car to this location? No. How much is the drop-off charge? H I need a minivan. And take another quick right onto 101 West. Do you understand that there will be a $50 drop-off charge if you don’t return the car to this location? Yes.) 23 . And then go about 50 miles and take the Monroe exit. if that’s okay. And I’d like a map if you have one. you just turn left out of the lot and turn right on Madison. I’d like to leave it in Monroe.

) Branch 2 – Take a Taxi T The McMillan Center. one aisle over. Do you take credit cards? Sure. Tell them what airline you came in on. The shuttle will stop at that blue sign. Where’re ya headed? Branch 1 – Take a Shuttle B The Concorde Hotel? TA B TA B TA B TA B The Concorde? (They have a free shuttle. Standard fare from the airport to the Mac Center is 21 dollars.) Okay. man. How long does it take? Not long at all. 24 . and they’ll come and get you. I see it. (Now that doesn’t include the tip. Will I have to take a taxi? TA T TA T TA T Yes. Pick up the phone and dial the number to the Concorde. There’s a list of hotels there.) Go back in those doors and you’ll see (a panel to your right. Thanks for the heads-up. All right.Lesson 2 T TA Bill Thompson Transportation Agent TA Hi.) Okay. Great. (Thanks. I can get you one.

Sure. (Just call the number on the ticket the day before) you need to come back to the airport. One way or round trip? Round trip. TA T TA Are you in a hurry? Not particularly. Can I get tickets here? Sure. T TA T TA T TA 25 . thanks. but it’s a lot cheaper. Okay. You won’t get there fast with all the stops they’ll make. Then I’d take the Super Shuttle.Branch 3 – Take a Bus T I’m going to stay at the Quality Suites. Okay.

Where to? 129 Madison Street. 9 dollars. Thanks. Taxi! Do you want the [bags] in the trunk? Yes. 26 .Lesson 3 (no branches) J T L Joe Taxi driver person on the street J L J T J T J T J J T Where [can] I get a [taxi]? [At] the end of the street. Have a good day. Here you go. Thank you.

Volume 2 Hotels. Restaurants. and Hospitality 27 .

here it is. then to your left. sir? Bill Thompson.No Reservation B Yes. Thank you.Theme 3 . we do. Do you have a room with a king-size bed? Uh. your name. Do you want a non-smoking room? Yes. just attach your business card to this registration form after you fill it out.Standard Check In B I need to check in. please. Thompson. Yes. I don’t. Ah. let me see. yes. Okay. The confirmation number is 8675309. The elevators are just past the gift shop. it was. you are in room 713. Uh.Trouble with your Reservation B Yes. (says “zero”) B CL B CL B Branch 3 . Sorry for the inconvenience. How do you spell your last name. Will that be all right? Yes. Yes.Canceled Reservation 28 . here’s your reservation. I need a room for three nights. CL B T B CL Ah. I’ll check to see what we have available. Was it a confirmed reservation? Yes. Mr. Thank you. thank you. I can offer you a room with two beds. CL B CL B CL B Do you have a reservation? No. Thompson? T H O M P S O N. That’s all right. I have a room reserved under the name Thompson. Branch 4 . T Branch 2 . Mr. (Can you give me a business or corporate rate?) Yes. I have a reservation. Okay. Thank you. May I help you? Branch 1 . Thank you. I don’t seem to have a reservation in your name.Hotel Lesson 1 CL Good evening. Thompson. Mr. CL I’m sorry.

Yes. we were only able to hold your hotel room until 6:00 pm. Mr. C B C That’s right. Is that far? Not at all. sir. but your room was not guaranteed for a late arrival.) But I have a reservation. Two layovers. Sorry about all the trouble. I need to check in.) Thanks. let me see what we can do. (Mr. (No problem. Just ten minutes away. Have a nice evening. Thank you. We have made arrangements for you to stay at the Grand Plaza uptown. I was told you would help me find a room. It figures! Branch 5 – Getting another room T Hi. and they’ve set aside a suite for you at no extra charge. T C T 29 . twelve hours in a plane. Oh. I’m sorry. The reservation is for Thompson. Thompson. Um. Thompson. I understand. Are you serious? I can’t believe this! I’m sorry. my name is Bill Thompson. Thompson. Mr.B C B C B C B Yes. and now no hotel room. There’s a driver outside waiting to take you there.

where can I get tickets? (I can take care of that for you right here. would you rather see a show? Which shows are playing? There’s Les Mis… and Phantom of the Opera. They have great steaks and seafood. what kind of food do you like? Italian. Well. Or. main floor.Lesson 2 T C Emily Concierge T C Is this the concierge desk? Yes. Maybe some fish. Branch 2 – Food T (How about recommending a restaurant?) C T C T C T Formal or casual? Something in between. then I would go to the Black Angus. Chinese. Well. Sounds perfect. Mexican. I’d like to see Phantom. or balcony seating?) I’d rather pay a little more to have better seats. What can I do for you? Branch 1 – Entertainment T What is there to do around here at night? C T C T C T C Well. there’s a symphony in town. 30 . American? I feel like steak. it is. No problem. I guess. Would you like orchestra. Um. Oh.

there’s a two-hour bus tour in the morning and then one in the afternoon. What do you recommend?) Well. bus tours. When would you like to go? (Tomorrow. there’s walking tours. Any particular one. there’s so much to see that I would recommend a guided tour. Here’s information on each one. and boat tours.Branch 3 – Guided Tours T How can I best see the city? CL T CL T CL Well. but I only have three hours. T 31 . or are they all about the same? Well. Thanks for your help.

Room Service RS T RS T RS T RS T Room Service (Yeah.Housekeeping for an Iron H Housekeeping. You can order anything from the 24-hour menu . Thanks. I know it’s late. I’ll have the chicken wings. And why don’t you send up some onion rings. That’s great.Lesson 3 T CL RS H Thompson Front Desk Room Service (VO) Housekeeping (VO) T Looks like I’m going to need some help. And could you send up a few more towels please? Absolutely.) An iron to room 713. Great. Branch 1 . huh? I deserve it. I need to have an iron brought up to my room. too? So that’s a light snack.) I just need a light snack. When do you think that will get here? I’ll send someone up right away. 32 . Branch 2 . Anything to drink? A big Coke. T H T H T H T (Yes.

And I need to send one as well.Where’s the business center? CL Front Desk. we’ll call your room or leave a message. No. sir. But when it does.) Great. Branch 4 .Leaving a wake up call CL Front desk. Okay.Branch 3 .) When would you like your wake-up call? Six o’clock. Has it arrived? Uh. Mr. How may I help you? T CL T CL T CL Yes. (We have a business center here at the hotel. it hasn’t. 33 . Thompson. let me check. Have a good night’s sleep. Thank you. I’m expecting a fax. Room 713 at 6:00 am. T CL T CL T (I need to have a wake-up call. Where is it? It’s on the second floor.

Lesson 4
T CL I can check out here, can’t I? Certainly. Was everything satisfactory?

Branch 1 – Payment T Yes. CL T CL T Would you like to leave this on your credit card? I already paid, didn’t I? Your VISA imprint was taken to cover incidentals. You still need to settle your account. Okay.

Branch 2 – Review the Bill T I don’t understand all these charges. CL T CL T Which ones would you like me to explain? I thought my rate was one hundred a night. But, this is much more. This is the room rate, this is an occupancy or room tax, this is our city tax, and this is the sales tax. It sure adds up, doesn’t it?

Branch 3 – Frequent Traveler Points T The room was great. Can you make sure I get my frequent traveler points for this stay? CL T CL T Would you like to leave it on your Grand Plaza Hotel Rewards program? No, I prefer Pacific Air miles, please. I’ll make sure your account’s credited. I’d appreciate it.

Branch 4 – Bag Storage T Everything was wonderful. Can you store my luggage for a few hours? CL T CL T No problem. Let me call the bell captain. Great. And make sure you keep the claim tickets that he gives you. All right.

34

Theme 4 – Food
Lesson 1
W E W Waitress Emily Good morning. What can I get you?

Branch 1 - I’ll get the buffet E I’m not sure, but I’m starving. W E W E W E If you’re that hungry, then you should get the buffet. What do they have in the buffet? The chef can make you an omlet, French toast, waffles, or pancakes. That sounds great. Plus, there are hash browns, meats, cereals, breads… pretty much any breakfast food you’d want, and it’s all you can eat. (You sold me. I’ll have the buffet.)

Branch 2 – I’d like the special. E I feel like some eggs. W E W E W E (Then I’d get the special.) How would you like your eggs cooked? Over easy. Do you want sausage, bacon, or ham? Ham, please. White or wheat toast? Wheat, thank you.

Branch 3 – Something light E What do you have that’s light? W E W E W E W E We have a number of light choices. Maybe a bagel or some fruit? Do you have any yogurt? Yes. Strawberry, banana, and blueberry. I’ll have blueberry. Just the yogurt, then? No, I’ll have both, please. (Yogurt and the bagel or yogurt and the fruit.) Sorry, I meant, uh, yogurt and the fruit.

35

Lesson 2
T W W Thompson Waitress Have you decided what you’d like?

Branch 1 – Salad T I’ll have a salad. W T W Would you like a caesar or a chef’s salad? I’ll have the chef’s salad. What dressings do you have? We have many kinds of dressings. Ranch, Bleu Cheese, Thousand Island, Russian, Italian, and our house dressing. What’s the house dressing? (Raspberry vinaigrette.) Wow. That sounds fabulous. I’ll have that.

T W T

Branch 2 – Sandwich T I’m going to have a sandwich. W T W T W T W T We have lots of sandwiches. Are you in the mood for a hot or cold sandwich? Cold, I guess. I can’t decide between the turkey and roast beef. Do you like chicken salad? It’s the best sandwich we have. (No, I don’t. Thanks, though. I’ll have the turkey.) White, wheat, rye, or sourdough? Excuse me? What kind of bread do you want? Oh, I’m sorry. White.

36

and could you bring some mayo. Do you want a cup or a bowl? I’m pretty hungry. I’ll bring ketchup and mustard with your burger.) One cheeseburger. I like lots of salt on my French fries. soda. (Okay. too. That sounds good.) What would you recommend? We’re known for our clam chowder. Branch 4 – Hamburger T Just a cheeseburger. and ice tea. juices. Great. I’ll have that. Oh. 37 . Can I get some bread? It comes with a basket of rolls. Do you want fries or onion rings? Fries would be great. great. tomatoes. That comes with free refills. I’ll have a diet cola. lemonade. Chicken noodle and clam chowder. milk.) Great. thanks. Do you want a slice of lemon in that? No.Branch 3 – Soup T What’s the soup of the day? W T W T W T W T (We have a couple of soups. everything. Branch 5 – Drinks T What do you have to drink? W T W T W T Uh. pickles --(everything but onions. W T W T W T W What do you want on that? Lettuce. I’ll have a bowl. please? You got it. hold the onions.

Branch 3 – Pasta T I’ll have the spaghetti with meat sauce. (And you. Do you want a baked potato. it does. That’s served with garlic mashed potatoes. I’ll have the swordfish. I think I’ll have the lamb. W T W T E Would you like soup or salad? (Does it come with the meal?) Yes. W T W T A good choice. please. Thanks. I’ll have the salad. fries. please. And how would you like that prepared? I’ll have it medium. Same for me. sir?) I’ll have the fillet mignon. That sounds delicious. Branch 4 – Chicken E (Could I have the chicken cordon bleu and a salad with thousand island dressing?) W E Sure.Specials T Could you tell us about the specials? W E W Sure.Lesson 3 E T W W Emily Thompson Waitress (Here are your drinks. with a light Italian dressing. medium rare. Have you decided what you’d like to order?) Branch 1 . 38 . T W E T Branch 2 – Steak and Fish E Yes. That’s simply grilled and is served with wild rice with mango chutney on the side. I’d like the oriental salad. or rice? Baked potato. We’re featuring a roasted leg of lamb. Do you have any fish? Our fresh fish is Pacific swordfish. It is. And we also have an excellent prime rib.

And what can I get you this evening? I’d like the veal picatta with rice. 39 . Okay. or chives on your potato? Yes. and I’d like the soup. butter. All three.W E W T Would you like sour cream.

(You can wait in the bar if you’d like. M T M Here we are. I have a reservation for Hart. Do you have a reservation? Branch 1 – Yes T Yes.) Let’s do that. Thank you. Branch 4 End Piece (Getting Seated) M Will this table be all right? T M B Fine. We had a table reserved for Thompson.Lesson 4 E T M M Emily Thompson Maitre’ D Good evening. 40 . M E M E Ah. Enjoy your meal. please. Will others be joining you? No. (They couldn’t make it. This way. (I can seat you in the smoking or non-smoking section. please. Thank you. Do you want to wait that long? That’s just an estimate. Right this way. It’ll probably be less than that. Branch 2 – No. Well. let me check for another table. Branch 3 – Smoking or Non-Smoking? E Yes.) Which would you prefer? Non-smoking. Here we go. Okay. yes. Perhaps 40 minutes. party of two for 8 o’clock. How long is the wait? M T M E B Well. here it is. there are quite a few people in front of you.) Okay. Mary will be your server this evening. I have you down for four. T No.

41 . thanks. please. Branch 4 – Nothing. a lager. Would you like mineral water? No. two olives. I’ll have the lager. Emily. Branch 3 – Beer T What do you have on draft? W E W E T We have a cream stout. Branch 2 – Wine T Do you have a wine list? W E T W E Yes. a glass of merlot. I’ll have. Tap water is fine. and a light beer. Do you have any local beers? You know. Here you are. W T E W E How would you like that? Very dry. Make that two glasses. please.Lesson 5 T E W W Thompson Emily Waiter Can I get you something to drink while you’re looking over your menus? Branch 1 – Yes T I’ll take a martini. we have a great. what do you want? Gin and tonic for me. thanks T (Nothing for me. that’s what I’ll have. (Lemon or lime with that?) Lime. a pale ale. Mmm.) E W E I’ll just have a little water. (Do you want me to bring a bottle?) Sure. um. raspberry wheat brew. thank you.

I’ll pass. what can I get you for dessert? Branch 1 – Pie E (What’s better. it all looked great. But I’ll have an amaretto. please. Just some coffee. (And we’d each like coffee. thanks. Branch 3 – After dinner drink T No dessert for me. Me.) W T E T Nothing looked good. thanks. I’ll take these plates for you and be right back. or espresso?) Cappuccino. thanks. huh? No.) Okay. I’ll have some tea. Just plain. So. Then that’s what I’ll have. Branch 2 – Just coffee E Nothing for me. Branch 4 – No thanks. Would you like cherry topping? No. It’s incredible. I’m satisfied. I’ll take the cheesecake. T (No dessert for me. please. E W T W I’ll have a cognac. Okay.Lesson 6 E T W Emily Thompson Waitress W W Here’s some dessert menus. decaf. I’ll be right back with your drinks. W E T (Regular. Just the check. too. too. I’ll bring coffee for both of you. the chocolate cake or the apple pie?) W E T W T I’d get the apple pie. 42 .

T E T E T Emily. I can’t let you pay for that. I’ll leave about eight then. Thank you. It’s my pleasure. sir. Okay. Bill. I don’t have enough cash on me. Branch 1 – Bill Pays T I’ll get that. (I’ll be your cashier this evening.) Thank you.) W T W T I’m sorry. (I think there’s a mistake on the bill. Branch 2 – Emily Pays E That was my treat. Emily. Bill. Let me check that for you. All right. We didn’t order an appetizer. Bill. Let me take care of this. W T I’m sorry. sir. That’s my fault. I’ll fix it right away. that’s just the tax. We don’t accept that card here. E T E T E T No. I beg your pardon.) Please. (At least let me get the tip. What’s the amount? The total is fifty-one sixty-four. 43 . The next one’s on me.Lesson 7 E T W W T Emily Thompson Waitress Here you are. That’s fine. Thanks. though. That should be plenty. Emily.) I think it’s included. (Let’s split it. no. Branch 4 – How will you pay? T Here you go. Branch 3 – Disputing the Bill T Excuse me. Oh.

44 . I’ll take care of the rest. You’re welcome. sir? (Of course. Have a pleasant evening.W T W T W Are you staying here at the hotel.) If you could just complete the bottom portion and sign it. Thank you. I’ll just put it on my room.

Volume 3 Office and Social Skills 45 .

Thank you. I’m here to see Jake Roberts. I’ll let him know that you’ve arrived. L B L B L B May I have your name. I take it you’re not used to the cold? Not at all. I’ve heard a lot about you.Theme 5 – Business Social Skills Lesson 1 B R R Bill Receptionist Hello. Won’t you have a seat? Actually. Thompson is here to see you. 10 degrees? That’s freezing! No. Roberts is running a little late. I’m Kindra. Thompson. R B R B R B It’s nice to meet you. I have an appointment with Jake Roberts. sir? Bill Thompson. I need to use the restroom? It’s down the hall. It’ll be about ten minutes. R B R B R B He’s on the phone right now. third door on the left. It rarely gets below 10 where I’m from. Branch 2 – Making Small Talk B Good afternoon. Branch 3 – You’ll have to wait B I’m here to see Mr. 10 degrees Celsius. Coffee. Mr. Can I get you a cup of coffee or some tea? That’d be great. Mr. 46 . I’m Bill Thompson with Oracom. My name is Bill Thompson. please. (Pause) Okay. That’s about 50 degrees Fahrenheit. Thanks. Black. Hasn’t the weather been awful lately? I’d say. My pleasure. He’ll be out shortly. Kindra. But I’ll let him know you’re here when he’s done. Mr. Roberts. May I help you? Branch 1 – Introducing Yourself B Good morning.

I’ll do that. There you go. I’m sorry.Branch 4 – Signing In B My name is Bill Thompson. You need to sign in. Here’s my card. Jake Roberts is expecting me. 47 . R B R B Thank you. (Bill starts to move forward) Excuse me. Mr. sir. You need to wear this badge where it’s visible. Thompson.

and I’m really enjoying my time here. Sorry about the wait. how long’s it been? Five years. I’m Jake. Please. Bill Thompson. Likewise. B J B J B It’s great to finally meet you. Haven’t you visited here before? Not this part of the country. All right. I take it you’ve met Kindra? Yes. We had a nice chat. Branch 1 – Bill Introduces Himself B Mr. call me Jake. How was your flight? Don’t get me started. Carolyn sends you and Marjorie her best. How’ve you been? I haven’t seen you in. How are you? B C B C B C B Great. Roberts. Branch 2 – Jake Introduces Himself J You must be Bill. Jake. And it’s given me a chance to visit this beautiful city. We’ve talked so much on the phone. Five! How’s Carolyn and the kids? They’re great. J B J B Bill. it’s good to put a face with a voice.Lesson 2 B R J R Bill Receptionist Jake (hangs up phone) Mr. 48 . Roberts will be right out. Branch 3 – Greeting an Acquaintance C Bill. I always prefer to do business in person.

but I should give credit to all the great people here at HMI. we’re lucky to have such a great team. Well. Your staff is always so courteous and willing to go the extra mile. and I’ve never seen such beautiful scenery. everyone agrees. I appreciate the compliment. J B Thank you.Lesson 3 B J J B Bill Jake Thanks again for coming all this way. J 49 . You know. Bill. I’m impressed with your company. I can say the same thing about your country. J B J Is that right? The people are so friendly. Bill. Branch 2 – Compliment the Country B I really enjoy visiting your country. Well. I’m glad you think so. It’s my pleasure. the food is incredible. Branch 3 – Compliment the Person B I must tell you what a pleasure it is working with someone of your experience and reputation. it’s true. That’s very nice of you to say that. J B J Thank you. Things have improved dramatically since you’ve been running the company. Branch 1 – Compliment the Company B I must say.

Oh. I can be there then. I’m sure we’ll have a chance some other time. Bill. Jake. but I can’t. I’ll pick you up at 6:45. I thought we might get something to eat later. Be nice to have you there. I’m sorry. That’s wonderful. I know a great place just a couple blocks from here. do you have a rental car or should I pick you up at your hotel? I don’t want you to have to go out of your way. it’s really no trouble. Oh. don’t be. I’ll take you up on that. I was hoping we could get a bite together. Would you be interested in attending? J B J B J B I’d love to. I’ll have to make some calls from my hotel first. Should we say 7:00? Perfect. Aw. B J B Thanks. Branch 3 – Decline.Lesson 4 B J Bill Jake Branch 1 – Accept an Invitation J Do you have plans for this evening? B J B J B J No. I’m pretty sure that’ll work. you know what? I can’t that week. 50 . Could you make it the following week? Yes. It was last minute. Branch 2 – Decline an Invitation J If you’re not busy. I’m going out with some friends from here. but reschedule B We’re hosting a conference for our top clients in this region. When is it? We’re planning it for the last week in February. I’ll call you if we can reschedule. Now. We’re having a big conference.

Mr. Phil Foster. L: Diana. Diana. P: D: Miss Appleton. P: D: It's nice to meet you. Phil. I'm very pleased to meet you. I do. Branch 1 – Let me introduce my friend L: Diana. Phil. She seems to be a little more interested in meeting the voters than her opponent was. this is my brother-in-law. Diana. Phil Foster. Foster. too. We went to high school together. She's Mayor Wilson's administrative assistant. L: Phil. The pleasure is mine. How are you? Better than ever. 51 . I'd like you to meet Diana Appleton. It's a pleasure to meet you. this is Diana Appleton. this is Diana Appleton. this is Phil Foster. He's my supervisor at Green Electronics.Theme 6 – Greetings. She worked with me at the computer center. Likewise. Branch 2 – It’s a pleasure to meet you. too. too. And she's one of the best tennis players in the state. Call me Phil. It's nice meeting you. Phil. let me introduce you to my friend and neighbor. great to see you. and Farewells Lesson 1 L P D L: P: L: D: L: D: Lee Phil Diana It's just about time for the mayor to arrive. Diana. I hope we get to shake hands with her. Lee? Is that you? Diana! Wow. D: P: Branch 3 – It’s nice to meet you. Maybe that's why she got twice as many votes as he did. Introductions.

L P D D: L: Lee Phil Diana It's so good to see you again. and from what I've been told. Branch 2 – The mayor is terrific D: It's a wonderful experience. What's it like working for the mayor. Diana? Branch 1 – It’s a great job.Lesson 2. She's more of a communicator than he was. Lee. Everything is well-organized and thought out. she's better organized. and it's the hardest I've ever had to work. it's the best job in the world! The hours are long. but it's also the most rewarding job I've ever had. 52 . at least that long. D: Oh. She's much more responsive to the voters than Mayor Garfield was. It isn't as nerve-racking as my last job. And the mayor is terrific. she's much easier to work with than he was. How long has it been? Two or three years? Oh. Branch 3 – She’s a tremendous improvement D: Mayor Wilson is a tremendous improvement over Mayor Garfield.

Branch 3 – My net game is getting worse L: My serve is better than last summer. Lee? Branch 1 – It’s not as good as yours L: It's better than it was. So. Diana. Branch 2 – It’s not as good as it used to be L: It's not as good as it used to be. It's a lot more exciting than what we do.Lesson 3 L P D P: L: D: Lee Phil Diana Sounds exciting. No doubt about it. Oh. 53 . how's your tennis game. I've developed a little tennis elbow. but it's not as good as yours. but my net game is getting worse. enough of that.

Lesson 4 (no branches) D: Well. Great to see you. Okay. Phil. The mayor should be getting here any second. Diana. I need to be going. And it was great seeing you again. You too. Give me a call and we'll go to lunch. P: D: L: D: L: 54 . It was nice meeting you. I will. Diana. Lee. so it's time for me to go to work. See ya.

that line is busy right now. Woods is in a meeting right now. Courtney Woods. I’m at 555-9846. Hi. I’m staying at the Grand Plaza downtown. I'll connect you now. This is Kindra. May I take a message for you? Yes. Digisoft. Courtney. R Branch 3 – Asking for Voice Mail R Hello. Can you hold? T R T R T Yes. I’m sorry. This is Courtney Woods. Please leave a message with your name and phone number and I will get back to you as soon as possible. T 55 . Bye-bye. please. How may I direct your call? T R T R T R Yes. You’d better. I apologize for the wait. Sorry I missed you. Kindra. Ms. Very well. Would you like her voice mail? Yes. extension 713 if you want to discuss when we might get together. I’ll have her call you as soon as she becomes available. What company do you represent? I’m with Oracom. Who should I say is calling? This is Bill Thompson. Thompson. Thanks.Theme 7 Phone Skills Lesson 1 T R CW M Bill Receptionist Courtney Woods voice mail Machine Branch 1 – Directing a call R Good morning. Please. Bill Thompson with Oracom. Digisoft. please. Mr. Please tell her that Bill Thompson from Oracom called. Woods. How can I help you? This is Bill Thompson calling for Ms. I’d like to speak with Courtney Woods. T R T CW Hi. Branch 2 – Taking a Message R Digisoft. My room number is 713.

Is Ms. but she can’t leave her meeting. Does she have your number? I think so. Call back later. She asked me to apologize. Should I give her a message? No. yes. but I’ll give it to you anyway. Woods is out of the office. Kindra speaking. Shall I have her return your call? Yes. please? Ms. K Thank you for calling Digisoft. I can be reached at 555-9846. If she could call me back within an hour. Woods still in her meeting? Unfortunately. Branch 5 – Don’t leave a message. Thompson. Just have her ask for me. M S M R T R T Yes. All right. Can you interrupt the meeting? I’ll see what I can do. The meeting won’t be over until 3:00. I’d really appreciate it. this is Bill Thompson. Thanks. Mr. This is Kindra.Branch 4 – Arranging a call back time R Digisoft. Can I have her call you? I must speak with her. Can I help you? M K T K K Hello. that's all right. I'll call back at 3:00. It’s quite urgent. M 56 . is Courtney Woods there.

Well. This is Courtney Woods with Digisoft.Making an Appointment T Speaking. that’s fine. Bill. Bye now. See you then. Are we still on for tomorrow? Yes. Will later in the day be all right? Say 3:00? Perfect. how are you? Just fine. Yes. I wanted to set up a time to go over the contract. hi. Great idea. Courtney. Oh. is Bill there? Branch 1 – Changing an Appointment T This is he. You called earlier. Would you mind if we moved it up an hour. C T C T C T Bill. C T Hello. I’m open all afternoon. Sorry I couldn’t call earlier. But I need to reschedule. C T C T C T C Bill. No problem. 57 . That’s right. Hi. Thanks for calling back. How does 1:00 suit you? Why don’t I stop by at noon and we’ll talk over lunch. Branch 2 . So. Okay. Courtney. 9:00 instead of 10:00. we’ll see you first thing in the morning.Lesson 2 T C T C Bill Thompson Courtney Woods Hello. What time is best for you? I have meetings in the morning. Courtney Woods here. C T C T Branch 3 – Confirming T I’m Bill. Are we still on for tomorrow? Yes. Does Tuesday the 27th work for you? Next Tuesday? Yeah. Courtney from Digisoft.

maybe two days. item number SW1321. 58 . Okay. What can I do for you? Branch 1 – Place an Order E I’d like to place an order for a ten-station license of Easy E-mail Suite. When and how was that shipped? I show that it was shipped on the 23rd which was yesterday. (How do you plan to handle this purchase?) I’d like to pay by credit card. So I should get it today. Thanks so much. but there is a ten-percent restocking charge on all special-order equipment. That’s for a ten-user license of Easy E-mail. Branch 3 – Check Order Status E (I’m calling to check on the status of my order. my order number is 554524B. Can we return the merchandise if it doesn’t meet our specifications? Yes. Branch 2 – Set up an account E (What do I have to do to open an account?) Op E Op E Op You’ll need to complete a credit app and give us two credit references. this is Mitch. ma’am? Yes. It’s on page 52 of your catalog.Lesson 3 Op E Op Operator Emily Comnet Computers. How long will that take to process? One. It went out next day.) Op E Op E OP E Do you have a customer ID number or an order number? I sure do. That’s great. That’s correct. Op E Op E Do you have the item number. That will take just a second to pull up. Okay.

TA T TA T TA T TA T Which agency do you prefer? I‘d like to use AVID. Is there a flight at 8:00? Well. Here's one at 7:45. There is an AVID shuttle that will pick you up just outside of the baggage claim. for sure. but something under $100 a night. full-size. Well. I appreciate it. Are you familiar with the location of AVID in the Toronto airport? No. Branch 3 – Hotel Reservations T TA T TA T TA T TA th I'll be arriving in Toronto on November 14 and I need a hotel room. The Mayfair is right downtown. that will be fine. this is Connie. Will that work? No. fairly new. I don't care which hotel. Would you like an economy. Do you have a specific location or hotel in mind? I need to be downtown. can I help you? Branch 1 – Flight Reservations T I need to fly to Toronto tomorrow evening? TA T TA T There's a flight at 3:50. I've never been there before. and I can get you a great rate. I'm in meetings until 5:00. Is it on the airport? No. mid-size. It's a 4-star. it's not. 59 . You've got it. or luxury? I hear the weather up there is pretty bad. Could I reserve a 4-wheel-drive vehicle? No problem.Lesson 4 TA E TA Travel Agent Emily Worldwide Travel. I'll take it! What kind of room would you like? Non-smoking. Branch 2 – Car Rental T I have to be in Toronto tomorrow and I'll need to get a car for two days. and preferably a king-size bed.

60 . My name is Bill Thompson. 5478 6132 0009 7521 (triple zero) And the expiration date? Eleven. Okay. I can guarantee you for late arrival with a major credit-card number. Credit card number? VISA. Connie. You have reservations for 2 nights at the Mayfair Hotel in Toronto? I might arrive very late. 99.Branch 4 – Confirming your reservation T Hi. Can you look up the details on my hotel reservation for tomorrow please? TA T TA T TA T TA T TA Surely. That's no problem. I want to make sure I have a room. You're all set.

Volume 4 Contracts and Negotiations 61 .

I see. Oh. that’s all you need to know about our product. What do you mean when you say limited? We will replace any manufacturer’s defect within 90 days. 62 . Five. zero. the item will be replaced at our cost within 24 hours. it needs to be sent to us for repairs. Excuse me. Do I pay the shipping? Yes. B J B J Fifty.Theme 8 -. I’m sorry. that’s the amount of memory the computer has. you do. Branch 1 – Asking for repetition J I didn’t catch the minimum order that is required. What’s the difference? Up to 90 days.Negotiations Lesson 1 B J B Bill Jake So. After 90 days. J B J B Branch 3 – Asking for definition J Can you clarify the laptop specifications for me? B J B J B Sure. They’re shipped with 3. Branch 2 – Asking for explanation J Could you explain again how your product is warranted? B J B Our product comes with a twelve month limited warranty. I don’t understand what RAM means. The remainder of the warranty will cover parts and labor on repairs. Did you say fifteen or fifty? Fifty. Oh.2 gig hard drives and 48 meg of RAM. So the hard drive is the storage capacity of the computer? Exactly.

If you’re committed to getting this done on time. What are you suggesting? Perhaps we offer aggressive financing accompanied by an advertising campaign. Branch 3 – Reaching a consensus B Jake. I’m just concerned that we’re not going to make our goal of April 1. Jake. Branch 2 – Making an objection and reaching an agreement B Jake. I apologize for the delays. I will personally see to it that you get the information you need when you need it. C B C B C Bill. I understand. That might be the answer. but it’s your responsibility to give an accurate time and cost estimate. That’s true. C B C B C B Prices could be lowered. we need to discuss how HMI is going to react to the recent market changes. We will deliver on time and under budget. Which I feel we did. I see where you’re coming from. I won’t try to make excuses. That could work. What do you plan to do about it? We’re doubling our staff and a new project manager has been hired. I disagree. B C B C B C B C I’m very sorry. I share your concern. but we’re just not getting timely input from your SMEs. I’ll tell you what. Prices should stay constant.Lesson 2 B C Bill Courtney Branch 1 – Apologizing C Bill. I feel strongly this is what you should do. We could offer other incentives. I have a problem with the length of time it’s taking to complete this project. Okay. I’m sorry. but we didn’t account for the delays on your end. Bill. 63 . Again. Jake. Yes. They’ve been very costly. this project can’t be finished without additional resources. we have a contract with an agreed price. I believe you.

I know. There are just one or two things that some reassurance is needed on. J Branch 2 – Assuring Payment B This is a substantial purchase and we were wondering how you were going to fund payment for it.000 chips on schedule. are you Bill? (Laughing) Sure. It’s just that with that many chips… Jake. B J B J Our quality-control standards are very strict. Less than . could you have your bank confirm your line of credit? J You're not getting cold feet on me. I'll have the bank get a confirmation of our letter of credit to you within forty-eight hours. would you feel better if production and shipment were supervised by me personally? You read my mind. Jake. Branch 1 – Delivery Time J I need to feel confident that your company can deliver the 20. B Branch 3 – Quality control J I’m worried that quality will suffer with an order of this size. but remember these chips are standard products that have been shipped and improved for years. I really didn't doubt that you could deliver. B That’s a reasonable concern. Just to set my mind at ease. I understand your concern. That would be appreciated.2 percent of our chips fail. I can do that. 64 . I just needed to hear a commitment from you in person.Lesson 3 B J Bill Jake J Thank you for meeting with me again today. Thanks. We've filled orders three or four times larger than yours.

but my hands are tied on this one. Sure. I’d hate to lose this deal. Looks like we’ve got ourselves a deal. Your competitors are already offering 30 days. We pride ourselves on our commitment to our customers. J Branch 3 – Decrease the down payment B Well. How about 10% down? Excellent. Of course. J B J B J That's not going to help very much.Theme 9 – Contracts Lesson 1 B J J Bill Jake Bill. J B J B J That might work. I’m glad you think so. money isn’t everything. Is there some way you can work with us? I can’t beat that price. but we can offer that warranty with confidence given the quality of our product. I can’t make any promises. Could you eliminate the down payment altogether? I can’t do that. Well. but I’ll check with headquarters for their approval. the balance would need to be paid 30 days after delivery. Branch 2 – Warranty Extension B What would you say to a 2-year warranty on parts and labor? J B Now you’ve got my attention. I’ll get back to you. we've received a bid from another company that's considerably lower than yours. That’s double the industry standard. Our margins on that item are too low. we could give you a better discount. Our relationship weighs heavily in my consideration. Let’s me think about it for a day or two. we could lower the down payment from 25% to 15%. 65 . Jake. B Branch 1 – Terms B If you could accept terms of net 15.

Lesson 2
B J J Bill Jake So, let’s review what we’ve discussed.

Branch 1 – Term B We both agree the contract will remain in force for 2 years? J B J B That’s right. What about a renewal clause? How about a renewal option 60 days before the contract expires? Is that mutual? Yes. Either party can extend the contract.

Branch 2 – Termination J I think the termination clause is too flexible. B J B J B How do you mean? Right now, it states that either party can terminate given 90 days notice. That’s right. Well, what protection do I have against termination if I’m complying with the contract? Jake, ultimately your performance will be measured in terms of your sales. If you meet your quotas, you don’t have anything to worry about.

66

Lesson 3
B J J B Bill Jake There are some issues regarding the territory that concern me. I’m listening.

Branch 1 – Exclusivity J I need an exclusive arrangement. B J B J B We don’t offer territorial exclusives without licensing fees. Then I could buy an exclusive? To a certain degree, yes. You would still have to meet performance criteria. But I would be the sole source for your product in this area? That’s correct.

Branch 2 – Discounts J You know, Bill, it’s very expensive doing business in this region. B J B J Yes, I’m aware of that. Well, frankly, the discount you’re offering us is so low, that I don’t see how we can make a profit. Jake, our discounts are very generous for this industry. Yes, but import costs are extremely high in this country. I need at least an additional 10% discount just to break even.

Branch 3 – I’d like to expand our territory J Bill, I’d like to expand our territory. B J B J B Where to? We see a lot of potential in the Western provinces. I agree, and we currently don’t have a dealer there. So, can we draw up an addendum to reflect the change? Sure.

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Lesson 4
B J J B Bill Jake Let’s discuss some of the finer details of the contract. Fire away.

Branch 1 – Jurisdiction J My legal department doesn’t want foreign jurisdiction. B J B Well, Jake, you are buying our product. Where else could jurisdiction be? They suggested that we leave it open. Are you all right with that? I’ll have to check with our lawyers and let you know.

Branch 2 – Non Compete J I need you to clarify the non-compete clause. B J B I know the wording is confusing, but the concept is quite simple. I’m all ears. Basically, you agree that you will not sell any product that is so similar to our product that it could confuse the customer. So, the other lines we carry in automotive supplies don’t apply here. No. Not at all.

J B

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Bill. we can do net 60. if that would help. I understand. But you should know that we’re looking at bids from two other vendors. J B All right. can I count on sixty days net if I provide you with a letter of credit? If your credit rating’s acceptable. How’s that sound? Guess it’ll have to do. This is a substantial order. J B J 69 . but the decision is not mine to make. Jake. Branch 2 – Not acceptable B I can’t do that. Jake. I’ll check with my credit department. I can work with you in other areas. but we ‘re fairly insistent on terms of net 30. and I’ll have to get back to you. Branch 3 – It’s not my decision B I can't commit to those terms. Branch 1 – Accept B Can you give me some assurance your company has sufficient financial resources to draw on? J B What kind of assurances do you need? Could you provide some credit references and perhaps a letter from your bank? J B Sure. How long will that take? No more than a week.Lesson 5 B J J Bill Jake Because of the size of the order that we’re placing. I hear you. You need to work with me. J B Come on. Jake. So. we’ll need sixty days to pay for it instead of thirty. but there’s nothing I can do.

Volume 5 Business Meetings and Discussions 70 .

They just can't excuse themselves from selling it. Did you make it to the sales meeting today? Yes. B: A: 71 . I will. I'm afraid that our salespeople won't put a lot of their resources into selling the product. Bob.(no branches) B A D Bob Anita Adrianne B: A: D: A: B: A: D: Anita. What's the matter with them? They may be popular in your region. can they? They might if they don't think it'll help them meet their sales goals. Why don't you join us? Oh. I'm not happy with our newest products.Theme 10 – Discussing Business Lesson 1 . Anita. I have to agree with you. I was there. but I'll have a hard time selling them in mine. thanks.

72 .Lesson 2 B A D B: Bob Anita Adrianne So what can we do about it? Branch 1 – Find an alternative plan D: We should come up with an alternative plan ourselves and present it to the general manager. I think if enough people voice their opinions about this. He'd listen to us. we can get the manager to change his mind. Branch 2 – We can fight it A: We can fight it.

A: B: B: A: D: A: Did she agree with you? Not exactly. Branch 2 – She wasn’t pleased B: She wasn't pleased. How would your manager react? Not too well.Lesson 3 B A D B: D: Bob Anita Adrianne I already talked to my supervisor. D: B: A: B: B: A: D: A: Why do you say that? I said that the marketing division is just looking after its own interests. We'll have to convince him otherwise. It's not going to be easy. but she did see my point. How would your manager react? Not too well. then. Our manager's pretty excited about the product. He thinks it'll practically sell itself. He thinks it'll practically sell itself. Didn't she used to work in marketing? Yeah. that was the problem. 73 . so I gave it to her. We'll have to convince him otherwise. Our manager's pretty excited about the product. It's not going to be easy. What did she say? Branch 1 – I gave her my opinion B: She asked for my opinion. then.

we could really hurt ourselves. Well. I see what you mean. Should we have anyone else take a look at it? No.Lesson 4 B A D B: Bob Anita Adrianne We need to explain our plan to them in the right way. I'll draw up the proposal. But I think we can do it without making us look bad. We'll get back to you. our proposal might lack the strength it needs to convince them. Bob. 74 . B: A: I do. but if we're too careful. I think we need to propose our plan to them with confidence. Okay. and you can both make comments and revisions. B: A: B: D: You're right. Bob. too. I think you should do it yourselves. don't you agree? Branch 1 – We’ll get back to you D: Yes. Branch 2 – I see what you mean A: I don't. If we offend anyone.

let’s do that.Theme 11 – Planning Lesson 1 E HM E HM Emily Hotel Manager I need to make arrangements for a meeting here at the hotel.) T B T All right. (eight and eight fifteen) The food will be set up in the back of the room by 7:30. HM E HM E HM Would you like a sit-down meal. I’m sure I can help with that. Even smaller. we have meeting rooms that’ll be perfect for you. Fine. (Maybe the conference room would be best. Is there any other day you could hold your meeting? What about Friday evening? Do you have any rooms available then? Yes. the meeting will last only until noon.) It accommodates 60 people. Shall I reserve one for you? Yes. we don’t need that much space. B T B Branch 2 – I’m not sure. Actually. (a hundred and 30) Oh. we do. What are my options? B What kind of meeting rooms do you have here at the hotel? HM E HM E HM We have an auditorium that can seat up to 130 people. When does your meeting start? Between 8:00 and 8:15. Where would you like to start? Branch 1 – Scheduling a date and time B I’m planning a business meeting for (about twenty-five people. finger foods. 75 . Branch 3 – Catering E I need to arrange catering for a meeting I’m having here on June 14th. Oh. coffee. There will be only 20 people attending. Some donuts. in that case. or just some drinks. juice and fruit would be nice. What date did you have in mind? Saturday from six until seven-thirty. It looks like we don’t have any meeting rooms available on Saturday evening.

HM E HM E All rooms are equipped with microphones. but the projector rents for $200 a day. T E HM B T HM 76 . facing front. And I’d like to have an aisle down the middle of the room.Branch 4 – Audio / Visual Needs E I need to make sure an overhead projector will be in the room. Will you need markers and an erasure? That. HM B What did you have in mind? (I need six tables. Branch 5 – Seating Arrangements E I need to make seating arrangements for my meeting in the Navajo Room. and screens. (Actually. Is that doable?) Yes. I’m going to need a video projector. Well. Yes I do. overhead projectors. with four chairs at each table. too. lectern. a podium. And a white board at the front of the room.) Do you need a head table or a lectern? I’m sorry. What’s a lectern? Oh. it’s worth it. Oh.

What can we get for you? Branch 1 – Computer Equipment B Can I rent a computer? HM B HM B HM B HM Sure.) Branch 2 – Electrical B I need to have electricity brought to my booth. I have a power strip. Do you have a 17” inch or a 21” inch monitor? We only have 17” inch displays this weekend.Lesson 2 B HM B HM Bill Thompson Hotel Manager I need to rent some equipment for the tradeshow at the hotel this weekend. Okay. Okay. and 500 megs of free hard-disk space. a monitor. and some speakers. I have some.m. Okay. tomorrow. with 32 megs of RAM. I’m in booth 321. Do you need any adaptors? No. HM B HM B HM B HM B How many amps will you need? I have no idea. (eight a. Will two outlets be enough? Yes. Twenty amps will be fine. No problem. 77 . We’ll have the equipment delivered to your booth by 8:00 a. What will you have running off the power? My laptop.m. And the monitor? SVGA. What specs do you need? At least a Pentium 200.

I’ll take the blue. What colors do you have? We have gray. and black. dark blue.Branch 3 – Booth B Do you have any booth displays for rent? HM B HM B HM B How large is your booth space? It’s a single booth. Are you looking for a free-standing booth or something to go on top of the table? A table-top display will be fine. eight by ten feet. 78 .

Then we’ll turn the time over to Bill and Emily who have flown in to discuss some exciting developments. And I’m Courtney Woods. Glad to be here. And they’re here to tell us how we can better manage our corporate growth. (Oh. we won’t have a formal Q&A. vice president of marketing. everyone. vice-president of operations. Hello. president and CEO at Digisoft. Branch 1 – Introductions C (Some of you had a chance to meet our visitors today. As is customary. Bill and Emily are senior consultants with Oracom. B E C It’s nice to be here. Let’s get started. Hi. I’d like to thank you all for joining us on such short notice. we’ll start with the status reports from the departments.Theme 12 – Meetings Lesson 1 C B E J M K P C Courtney Bill Thompson Emily Julie Maria Kenny Paul All right.) This is Bill Thompson and Emily Hart.) C C C 79 . C K C P C C Branch 2 – Discussing the Agenda C First. so feel free to ask questions as they pertain to the topic at hand. This is Paul Giacomo. C You should have each received a fax of the agenda. And seated next to Ken is our CFO. My assistant is printing and making copies of the quarterly report we’ll be going over. Maria de Silva. This is Kenny Yung.

there are many factors that can affect your success worldwide. And. the rumored shipping strike and union tension could be disastrous. K E B Branch 4 – Political C How might some of the recent political changes affect our company? What should we expect? B P Domestically. E K E I’d make better use of technology How so? A solid IT infrastructure will enhance more than just your distribution. a website will advertise to your customers. improve communication with your dealers. the higher the expected return. Oracom is the world leader in implementing these solutions. Use the internet to increase communication with your dealers and customers. This may lead to a dramatic decline in your sales. but the higher the risk. E C Branch 3 – Technology K I’d like to know how we can improve our distribution channel. of course. I don’t follow you. M At the same time. For instance.Stock Markets C How do you see the substantial fall in the Nikkei Index and the New York Stock Exchange influencing our business? B I predict the demand for domestic goods will fall because of the economic slow-down overseas. the sharp increase in the price of our currency in overseas markets has made our product more expensive. Which would you like to discuss? Branch 1 – Currency C The strength of our currency and fluctuating exchange rate has caused many people to buy imported substitutes for our product. This caused a 5.8% drop in domestic sales last quarter. What can we do? C Branch 2 .3% a month. There are real risks being a global player aren’t there? Yes. So international sales have fallen an average of 2.Lesson 2 C B E J M K P E Courtney Bill Thompson Emily Julie Maria Kenny Paul As you know. and help you control inventories worldwide. What about the trade talks? 80 .

What’s your long-term prediction? I see your market growing by no less than 200 percent by the year 2005. the regional conflicts seem to be on the decline. the global economy is recovering. your potential is staggering.B I think that the new open-trade policies of your government will create many opportunities for expansion into foreign countries. Overall. Plus. If you can make it through the next few years. E C E 81 .

we feel that our product is superior and worth the price we charge. (Educating the customer about the product’s benefits is a smart move. E Kenny. That should make a real difference to the bottom line. our cost of sales have increased.Lesson 3 C B E J M K S C Courtney Bill Thompson Emily Julie Maria Kenny Paul Bill. how would you rate the overall productivity and cost effectiveness of your operation? P B P (Well. trying to flood the market. could you summarize the report for us? M Gladly. I want to offer more incentives for those employees who stay. We feel that if customers get a chance to compare our product with others in the market. what can you tell us about sales this year? K The competition is getting tough.) E P 82 . But at the same time. This is why we’re investing more into intense marketing of our product. Emily. That’s right.) Have you considered how you might do this? We can streamline administration and outsource more of our production. and the interest rates are up again. we’re going to have to cut costs to keep out of the red. But I’m sure that their sales volume is cutting into your market share. You don’t want them comparing apples to oranges. but our net profit has decreased this quarter. that the value we offer will be apparent. but there are many variables at play here.) E M Branch 2 – Let’s review sales. They’ve been slashing prices. Digisoft’s balance sheet doesn’t look as good as last quarter’s. that’s a reality we’re facing.) E K E Branch 3 – Let’s talk about overall productivity B Paul. Of course. to keep the company morale high. what can we tell you about Digisoft that will help you most with your analysis? Branch 1 – Let’s discuss your financial report B Let’s discuss your financial report. Customers have been demanding longer credit periods. Yes. Maria. How’s that? (Sales are as steady as ever. Have you considered downsizing? (Yes.

ANSWER KEY 83 .

(answers will vary) They are going to. 3. We’re going to the garden to plant corn. airport 7. stranger Vocabulary Practice 1C 1. 10. Did you live in Sri Lanka eight years ago? I’m just in town to see my parents. 5. .(answers will vary) She is going with you. . . belief 3.(answers will vary) I am visiting. 4. Grammar Practice 1B 1. B C D A E F Vocabulary Practice 1B 1. John has not turned the reports in yet. 2. How long to we plan on staying/to stay? We used to drive a gray Excalibur. 2. His employers were angry with him last week. 4. stamp 6. 6. . We are taking three cars to the meeting in Bryan. country 5. He needs another computer to replace the one that broke down last week. Ten months ago. 3. 7. consultant 4. 5. . 84 . checking just pack possession strangers Grammar Practice 1A 1. 3. my supervisor decided to change company policy. 3.Theme 1 – Airport Vocabulary Practice 1A 1. 4. 2. We didn’t stop until the last of the weeds had been pulled from the garden. 8. 6. 2. 9. 4. 5. . well 2. I am thinking. 5.

3. staying couple of weeks purpose for pleasure itinerary Culture Practice 1C The following are the correct answers: 1. 10. 2.9 Culture Practice 1D 1. 2. 5. to live played have written met say have been listening was watching wasn’t working left. Culture Practice 1B 1. 8. 4. 9. 3. Ed’s Exchange with a $7. 5.6. 4. 5. 7.3.7.50 exchange fee Kirtland Security –the exchange fee is $225 for $750 in traveler’s cheques 85 . 2. Tom’s Trading Post Ed’s Exchange $165 Kirtland Security with a $10 exchange fee. 4. 6.Grammar Practice 1C 1. 7. 3. was coming will have been working Culture Practice 1A Answers will vary. travel documents Here you go.2. How long. 6.

phone Vocabulary Practice 2B 1. 8. lot 5. 2. after work collision cover think directions take. 3. 4. schedule 9. 3. 5. 2. no 2. less 8. G E D A C F B H Vocabulary Practice 2C 1. 4. 6. rental 3. quick left to get credit card a tip Vocabulary Practice 2D 1. 5. 10. 6. damage 11. 2. 4. 7.Theme 2 – Ground Transportation Vocabulary Practice 2A 1. 7. Taxi Where to bags Thank you a tip Have a nice day 86 . 9. 5. shuttle 6. luxury 7. 6. 8. 3. tank 4.

office broken. certain Possessive adjective your his Our 1. 2. 6. She would wash the dishes 87 . if you would add a little more Tabasco 9.Grammar Practice 2A 1. Jenkins will fire me 6. poorly often rickety. 12. Mr. sad intelligent. three your Grammar Practice 2C Answers vary 1. 6. music nine. 11. 7. if we promise to pay for gasoline 8. Our our your ugly big great. one. 13. crookedly Silently frequently Adjectives new old. 7. 10. 9. 5. aggressive. 3. Will she let us use her car… 5. college blue large best. If you give me the money 4. 15. If you add dressing… 7. 8. other yours their hers. 3. his our Grammar Practice 2B Adverbs sure quickly quietly rapidly desperately violently quickly. 9. If I get her a birthday present… 2. 4. 8. 14. old sweetly fashion very quickly very. 10. 4. I would be able to sign the contract 10. 2. 5. if we get it a new battery 3. 11. their my our mine his its his. 16.

and go straight until you come to Indira St. 88 . 3. at the corner. I’ll need to return it in Seattle. Service Inc. is the first building on the right. and go straight until you reach Martin Blvd. (it’s the second street on the left) and turn left. Go North on Caroline St. Ottavio’s is the first building on the right after you cross Maple St. and go straight until Moore St. Go North on Telluride Ave and turn left onto Moore St. and go straight until Calvin Dr. 5. Turn left onto Martin Blvd. Turn right. Go North on Main Street until you see Dogwood Ave. Go East on Dogwood Ave and turn right onto Main St. Take the first left onto Calvin Dr. 4. I’d like to rent a four by four. None. Turn left at Calvin Dr. 11.Culture Practice 2A 1. Take the first left onto Argentina St and the warehouse is the first building on the left. Corptech is on the right side of the road. Culture 2C Answers vary 1. 4. 8. Turn left on Indira St. Shogo’s house is the first building on the left. until you come to Calvin Dr.. Thank you very much. Turn left and go straight until you come to Moore St. 5.. Turn right on Moore St. 10. 2. Go south until you reach Moore St. Go straight until you cross Maple St. 3. F T T F T T F T F F T T Culture Practice 2B Answers vary 1. I’m a safe driver. and turn left. 4. 3. 7. 2. Head West on Martin Blvd. I need to reserve a car for three days. 5. 12. 9. 2. 6. Turn right and go straight. until you come to Martin Blvd.

7. king-size attach under made arrangements uptown. 2. 3. 10. only extra charge Vocabulary Practice 3C C O R R O R A T E R A T E V I N D E P S E R I O U S B H O L D E Y S A S E D S R V T S I L E A B N G A G T V E M E L E V A T O R E I A Q U P O O N L R L A S T N A M E K R A H S V P O L V N I O O P T R U T R L A Y O V E R A P O N L Y S K V A I R M N T U G Q T G S V R A Y B N Y R V A G N I R U I M N F Y N P T O I F E L T U A T R O U B L E W E N V A R T S K P L L K N E A B E E M A I N C O N V E N I E N C E A F I L L O U T I S I C N M R S D L P E S R L T C N E C E G B A I O M 89 . 3. 4. 5. want. 9.Theme 3 – Hotel Vocabulary Practice 3A 1. 2. 4. 6. 6. 8. C J F I H A B E D G Vocabulary Practice 3B 1. 5.

7. 4. 6. 8. in town something in between sounds perfect There’s so much to see a show about the same 90 . 5. 2. town show casual city Vocabulary Practice 3E 1. 4. 2. F A E D C B H G Phrases Practice 3A 1. 7. 2. 3. 6. 4. 6. C E G H F D B A Vocabulary Practice 3F 1. 3. 4. E A B C D Phrases Practice 3B 1. 2.Vocabulary Practice 3D 1. 6. 3. 5. 5. 4. 5. 2. 8. 5. D C F E A B Phrases Practice 3C 1. 3. 2. 3. 4. 3.

7. I’d like to make a reservation for two under the name Chan.Grammar Practice 3A 1. D E F G C B H A Grammar Practice 3C 1. 91 . 3. 4. 3. Isn’t Grammar Practice 3B 1. The confirmation number is 157293. 2. 2. Doesn’t Is. Aren’t Do. Are. Yes. please. 6. 5. 8. I would like a suite. 5. 3. 4. 6. I would like a non-smoking room. Yes. 2. Don’t Are. 4. Yes. 1. 5. 4. 3. 2. Aren’t Does. When will you finish the project? Where will she be staying? When will he be back? Where are they going? Where is the computer? When did you go to bed? Culture Practice 3A Answers will vary.

caesar salad. all you can eat served with going to have. 3. soup. party of seven. swordfish. wild rice. chef’s salad. Smoking or non-smoking? 92 . 4. sausage. O’Conner. 3. C L I K G E H D F A B J Vocabulary Practice 4B Breakfast: cereal. 7. 10. 11. bar check wait. bagel. probably non-smoking. 6. chicken salad. section menu server less estimate While Phrases Practice 4A 1. join. 2. 5. 9. omelet Lunch: spaghetti. 12. 6. 7. 4. mashed potatoes. 4. eggs. French-fries. 2. what can I get you What would you recommend? we’re known for sounds great. 8. 8. 5. cheeseburger. 3. 9. hamburgers. pancakes. roast lamb. on the side Could you bring Phrases Practice 4B Answers may vary Patrick: Maitre’D: Hi. veal picatta. 5. clam chowder Dinner: prime rib. turkey sandwich. chicken cordon bleu. 2. filet mignon Vocabulary Practice 4C 1. waffles.Theme 4 – Food Vocabulary Practice 4A 1. 6. 7.

a lot a lot many Grammar Practice 4C 1. Here are some menus to look over. 3. the Grammar Practice 4B 1. the a. Right this way. 3. two. a. 11. 3. Grammar Practice 4A 1. a an The an/the The The. 10. the the. 7. 2. I can seat you near the windows if you’d like. a/the . 7. 9. the. Oh. Correct Do you have an address? I have the information you need. a. please. the a. 4. 9. the the the. a little a few. 6. the. 6. 2. many every. each much. a. 4. The. many Grammar 4D 1. let’s do that.Maria: Maitre’D: Brian: Maitre’D: Janice: Patrick: Non-smoking please. a few. much many a few much. 8. 2. 10. 2. 8. 3. 5. little a little much a lot many. The. a couple both. Janice will be your server tonight. Correct 93 . 4. 5. 4. a a. 12. Can I get you something to drink while you decide what to order? We’d each like a glass of Coke. several. 5.

What do you think of the news? Correct Correct Culture Practice 4A Answers vary Writing Practice 4A Answers vary 94 . 8. The car in the garage is red. 9.5. 7. 10. 6. Correct We don’t have any money left.

11. 4. 9. 2. 4. 2. 9. 12. 5. 3. you know what have a chance some other time take you up on that 95 . going out I’d love to last minute Oh. 7. 6. 7. 5. 8. 3. 5. 7. 5.Theme 5 – Business Social Skills Vocabulary Practice 5A 1. 8. 8. 3. 11. 6. 10. 4. 3. last minute Here’s my card get a bite all this way I’d love to make it make some calls I take it going the extra mile in person pick you up Phrases Practice 5B 1. 6. 2. 6. 4. 10. 2. call me chance part of phone met chat beautiful given finally enjoy prefer country Phrases Practice 5A 1. A E H C B D G F Vocabulary Practice 5B 1.

A. 3. 5. 7.Grammar Practice 5A 1. B D H F A E A G Culture Practice 5A 1. 3. 2. 7. 5. 4. 6. 2.C D B D B C Grammar Practice 5B 1. 4. 5. 2. 8. 4. 6.B A. T T F F T Writing Practice 5A Answers will vary Writing Practice 5B Answers will vary Writing Practice 5C Answers will vary 96 . 3.

6. Nancy types faster than Jill can. 3. Grammar Practice 6A 1. and Farewells Vocabulary Practice 6A 1. I’ve got tennis elbow. 3. my net game is okay. Sounds exciting. most difficult Taller. John can do that job quicker than I can. opponent improvement organized/well-thought-out supervisor nerve-racking rewarding communicator organized Vocabulary Practice 6C 1. interested hope seems to be about time votes mayor arrive supervisor Vocabulary Practice 6B 1. 5. It was last weekend. enough of that. 6. 5. 2. There’s no doubt about it. 4. 2. Oh. Introductions. 2. 3. 8. 4. 3. You got there quicker than we did. organized weekend vote baseball See ya later nerve-racking Phrases Practice 6A 1. strongest 97 . 5. 4.Theme 6 – Greetings. 6. 3. 6. 2. 2. 7. 8. I am more fluent than she is. Well. 7. 4. 3. 4. Grammar Practice 6B 1. 5. More difficult. tallest Stronger. 2.

My name is Joanne Johnson. 13. I’m Kristen’s sister. Heavier. Each student will have his/her own response. most intelligent Easier. than more interesting than more serious than thinner than more expensive than noisier than farther than Grammar Practice 6D 1. worst More interesting. How are you today? Hello. It’s nice to meet you. My name is Joanne Johnson and this is my husband Greg. but hers also. 4. 7. 2. 4. 2. 98 . best More beautiful. 3. Culture Practice 6A Answers will vary. My name is Joanne Johnson. 8. better than hotter. 10. Hi. Good morning. 12. than cheaper than more friendly or friendlier. easiest Worse. My name is Joanne. 6. but blue ones too. Not only do we have red ones. 9. Neither Greg nor Chris has graduated yet. 5. 8. 4. These are just example sentences. We both have cars and boats. 11. most expensive Grammar Practice 6C 1. 3. 6. hottest Farther. Good evening. 9. 7. 5. most beautiful More intelligent. 2. 1. 3. farthest More expensive. heaviest Better. He ate not only his own cookie. most interesting Hotter. 10.4.

It was nice seeing you again. 3. 1. It was good to see you again. 5. Dan. meet Bill. Take care. 4. These are just example sentences. 99 . Dad. This fish tastes fabulous. Paul. Keep in touch. 2. She works with me at the factory. 4. It was nice meeting you. 2. So long. Kent. Bill and I just met. That was a great presentation! You did a wonderful job writing this term paper. Green. I’ll see you tonight. I think you are a fabulous actor! Wow! Your car looks great! Culture Practice 6D 1. Neal. 2. this is my biology teacher. 6.Culture Practice 6B Answers will vary. 1. 7. 5. 3. 8. Your hair looks great! What a beautiful painting! You have such talent. I’ve got to go. Nice talking with you. 5. 3. Goodbye. Mr. 4. this is my neighbor. You have a beautiful apartment. Sue. Each student will have his/her own response. I’d like you to meet my friend Mike who I went to school with. Culture Practice 6C 1. this is Jane.

6. 7. line expiration date wait together right urgent instead office purchase handle equipment Phrases Practice 7A 1. 11. 4. 9. 2. 7. he’s out of the office. 10. 4. 6. I’m familiar with the new policies. 3. 8. Let’s move it up to Tuesday. 100 . 3. I’ll connect you now. I’d like to speak with Jenny. Kathy will pick you up. please. No. 2. 5. I can guarantee you a fair price.Theme 7 – Phone Skills Vocabulary Practice 7A E X T E N S I O N A S D P F G J Y C H E K H Y R Q U E H A G E N C Y X A T A U M R C G E L L A C S T S I W T C A G C A O T O O U E D D Y E E A A V R A E H S B N T C N R B T A E L C P P O U N R T A A I I T O I R C R M E E T V D U L A G P E B A B X D R B M S A L S S U R E E P I H S A R B E C O M E L R L T A S Y L L A C I T C A R P L S I N R E S C H E D U L E I T M Vocabulary Practice 7B 1. 5.

must. 8. 1. 7. F. 5. 5. had better. has got to will. have to. should. will. 2.A D H H A. has got to can. Terry’s secretary’s name is Fran. She took a message for Terry while she was gone. will. 2. would. should. Grammar Practice 7A 1. had better. 3.F A B E.C. might. C E B G B D A F Grammar Practice 7C 1. 4. 4. have got to would should. must. 3. 6. must. have got to can. 6. 4.G 101 . is going to leave a message for Terry to call Darren back. has to. has to.Reading Comprehension Practice 7A Answers will vary slightly. 8. He wanted to try to reschedule their meeting. 8. has got to can. 10. 2. has to. would could. had better. Darren would like to move the meeting up to Tuesday. 2. must. 4. 7. has to. would. ought to. might. 3. Fran. had better. 6. 9. might. 7. 3. Terry’s secretary. must. would can. ought to. 5. 5. has got to Grammar Practice 7B 1.

1. The company name. Good morning. 2. your name. Because Hanna said she might be late if traffic is bad. 1. Before she could sign the contract. 102 . Engle. 2. who you’d like to speak with. please. 1. My name is Mr. Could you have her call me at 534-6787? She can ask for Joe. and ask how you can help them. Culture Practice 7C Answers will vary slightly. Tell the caller the person cannot be reached and ask if you can take a message. Details about the Delgrado account deal.m. Thank you.Culture Practice 7A Answers will vary slightly. and when they can be reached. Your name. That they got the Delgrado account. I’d like to speak with Ms. what company you represent (if applicable). 4. Yes. telephone number. 4. 3. Hanna needed approval on giving Delgrado eight months to pay the down payment. 3. 3. Your name. The caller’s name. He was in a meeting. Reynolds with Oracom. 5. 5. Kim. Culture Practice 7B Answers will vary slightly. and time you can be reached. phone number. I’ll be there until 5:00 p. Goodbye. 2.

9. 2. manufacturer shipping hard drive specifications gig. I see Phrases Practice 8B Answers will vary 103 . 7. 8. 10. T F T T F T F T Phrases Practice 8A 1. 2. 7. 4. 4. meg laptop parts repairs Vocabulary Practice 8C 1. all you need to know I don’t understand what What’s the difference remainder of the warranty at our cost Oh. 6. 5. 12. 3. 8. 6. 14. 7. 3. 5. 3. 8. C D N F B I J M A H L K G E Vocabulary Practice 8B 1. 5. 6.Theme 8 – Negotiations Vocabulary Practice 8A 1. 2. 5. 11. 2. 4. 13. 4. 3. 6.

4. passive active active passive active passive Grammar Practice 8B 1. 2.Grammar Practice 8A 1. 3. 5. The chairman called the meeting to order. F T T F F F F F Culture Practice 8B 1. 5. 4. 6. 2. 3. 4. The used car was sold to us for a really good price. 2. 4. 2. The project was worked on all day long. 3. Our flight to Chicago was delayed (by the pilot). El Greco must have painted the painting. 1 3 2 5 4 6 104 . 7. Who wrote this note? The Jesse James gang robbed many trains. 5. 2. The labor committee negotiated the contract. 6. 4. Grammar Practice 8C 1. 6. 5. 3. 6. 3. Ghosts must have done this then. Culture Practice 8A 1. 8. Thomas Jefferson wrote much of the Declaration of Independence.

headquarters 5. 15. 8.Theme 9 . 14. 13. 4.Contracts Vocabulary Practice 9A 1. 7. quota 6. 3. 10. rival addendum to write up. 12. a proposal Vocabulary Practice 9B Across: 2. 5. notice 10. heavily Vocabulary Practice 9C 1. 3. 5. certain 3. 8. 6. territory 4. hate 105 . 2. to create to show department to be a very to check with an expression which shows someone that you are ready to listen to what they have to say to have available so I understand up to or less than come on an offer. arrangements exclusive get back to you to check with break even Fire away to draw on count on I hear you Come on Down: 2. 10. 9. renewal 9. 4. relationship 11. 16. 2. 11. approval 13. 7. potential to dislike player. net 7. 9. 6. degree 8.

memory. L 11. F 14. psychology. 3. H 15. 3. to foretell picture. the order of events in time Grammar Practice 9A 1. 10. born in the country mind. telegraph. speak. A 13. raised mountain of earth send. 9. predict. transmit.Vocabulary 9D 1. 4. J D H J B G Grammar Practice 9B 1. 2. 4. 6. 2. 4. photographer. 3. person who takes pictures heat. 5. E 10. N K J O C 6. facts stored in the brain time. 5. 6. send from one place to another born native. 6. terrace. I 8. chronology. G 12. 8. 2. C I E G B D 106 . 7. measures heat write. the study of the mind mind. thermometer. M 7. 5. 2. B 9. 3. a message earth. 5. D Vocabulary Practice 9E Answers vary 1. 4.

Writing Practice 9A Answers will vary 107 . 6. Inc and Porta. Inc. 4. 4. 5. 2. 3. If both parties are satisfied with the product and services. and make him one that you think will be beneficial to both of you. 3. Culture Practice 9B 1. 5. Lawyers make sure that any contracts or other legal documents that are made or offered to the company are legal and will benefit the company. 2. 7. 2. 3.Grammar Practice 9C 1. Many businesspeople do not have the authority to sign contracts containing certain details. Flexible businesspeople often make better deals. 2000 Either party may terminate the contract at any time before May 15. It is important to understand what the other person is saying so you can communicate with him or her better. Politely decline his offer. Sille. 1700 January 19. they may renew the contract for an additional five years. 8. H A J M E K L N Culture Practice 9A Answers vary 1. 4. 5. 1999.

ours hers. practically 6. 9. 6. 5. excited Grammar Practice 10A 1. 6. otherwise 4. 7. 4. 2. not exactly 3. 2. 3. 2. yours Their. react 2. Not too well 5. 8. C D G A F E B Vocabulary Practice 10B 1. opinion change his mind voice alternative present come up with Vocabulary Practice 10C 1. already 8. 4. 7. 4. ours His their. I She. look after 7. 3. 6. mine their yours my. We I me. 7. 3. 10. 4. 5. it They. 5.Theme 10 – Discussing Business Vocabulary Practice 10A 1. we They me They. 2. 5. 8. it us. it She Grammar Practice 10B 1. his 108 . 6. 3.

3. 7. 5. 4. 4. 3. 2. 2. Have you shown it to her? Could you pass it to me? You should send one to them. 2. 6. Culture Practice 10C 1. 4. 9. 8. Culture Practice 10A Answers will vary. 3. 10. 6. themselves myself herself himself ourselves myself himself yourself/yourselves ourselves yourselves Grammar Practice 10D 1. Liz turned it in to him/her.Grammar Practice 10C 1. We’d be grateful if you could lend it to us. Culture Practice 10B Answers will vary. 5. 5 2 4 1 7 6 109 . 5.

3. 9. 5. 12. monitor 6. centimeter millimeter. 5. hotel 12. 8. booth 1. 11. 2. donut 5. 4. G E I J H L C D F A K B Down 2. meter kilo kilometer. juice 3. Catering Electricity $375 $200 $800 Vocabulary Practice 11C Across 1. sure 10. gram meter Vocabulary Practice 11B 1. 5. equipment 7. until 13 tradeshow Phrases Practice 11A 1. computer 4. 2. 4. 10.Theme 11 – Planning Vocabulary Practice 11A 1. 6. 3. 2. rent 11. meter. 7. 4. 3. okay 110 . electricity 8.

2. 8. 4. 2.Phrases Practice 11B Answers will vary. 3. 5. 7. H D B C. 4. helping on. taking with. driving with. 3. 14. Grammar Practice 11A 2. 8.E A F D C 111 . 7. 12. 5. fighting on. dancing with. 9. losing about. 3. 8. saving on. 9. F. 6. budgeting with. 4. 13. seeing about. 6. 7. 5. joining in. exporting in. of/about. seeing of. 10. raising of. lying about. 11. working Grammar Practice 11C 1. between before until down on from behind After Grammar Practice 11B 1. 15. 6.

12. 3. 10. 15. 7. 9. 6. F T F T F F T F T F T F F F F 112 . 5. 11. 13. 2.Culture Practice 11A 1. 8. 14. 4.

3. 2. 4. Summer March 6500 August 5000 or 50% drop 3000 Vocabulary Practice 12C 1. Vocabulary Practice 12A L F I P G S T N E M T R A P E D U A S S I S T A N T B Z R Q S N R X G P A L K E O F Y Q U J T A Q D U E D U X B L S B U P E A P P W D R N R A O N C D E Y B T N R Y U T E D I S C U S S A F U L I G F A G E A B K S C T G C S M N B L I A V C D I T P I H J R G T Z S N B E P O A O S O F R E E A X O Z E L N C M M O N W X P M V K R E T O P I C A R S A F O L N L D Q T P W D B R U P B E R N T H S I K M C O P Y Q G G K T H I J C H X E X C I T I N G J S U O E L M U N L R I L X I D C W I M Q U A R T E R L Y K H C Y N O Vocabulary Practice 12B 1. 5. 3. 5. 6. 4.Theme 12 – Meetings Writing Practice 12A Answers will vary. 6. tennis shoes 14% dance shoes 4% dance shoes tennis shoes 113 . 2.

is grows goes has has cares eats are want needs breaks Grammar Practice 12B 1. 10. 3. 1999 1.7 million Vocabulary Practice 12E 1. 4. 14. 12.1 million 1997 1995 2. 3. 5. 7. 3. 2. 8. 10. 7. 5. 4. 11. 9. 4.43 million 1. 3. 5. 7.1 million 1. 5. 6. 9. 11.Vocabulary Practice 12D 1. 8. 2. 2. 15. 8. 6. downsize analysis summarize flood profit demand competition market share morale interest rates invest tough variables incentive credit Grammar Practice 12A 1. 13. 10. 4. reading helping Preparing Asking growing Managing Cleaning discussing starting noticing Receiving 114 . 6. 9. 7. 6. 2. 11.

10. 2. 7. 6. F F F T T F T F F F F F 115 . 9. 8. 5. 2. 6. 4. knowing couldn’t be taken would/could wouldn’t to sign have were Culture Practice 12A 1.Grammar Practice 12C 1. 7. 11. 4. 3. 8. 12. 3. 5.

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