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

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

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

Airline Check in 2.5 [i] ee need Grammar Focus Communication Culture Pronunciation Focus 2 . Customs 5.3 [a] ah document 1.4 [ew] ey place 1.2 [w] i miss 1.1 [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. Immigration 4. Dealing with Problems 3.ELLIS Business Series Lessons Theme 1 Airport 1.

Rental Car 2.2 [j] y you 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 2.1 [aw] ai like 2. Making Transportation Arrangements 3.ELLIS Business Series Lessons Theme 2 Ground transportation 1.3 [w] i in Grammar Focus Communication Culture Pronunciation Focus 3 .

Checking In 2.1 [p] p help 3.3 [u] oo room 3.4 [s] s still Grammar Focus Communication Culture Pronunciation Focus 4 . Concierge 3.2 [z] z is 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.ELLIS Business Series Lessons Theme 3 Hotel 1. Hotel Services 4.

3 [r] r garlic 4. Getting a Drink 6.5 [l] l lemon 4.7 [›] th think Grammar Focus Communication Culture Pronunciation Focus 5 .ELLIS Business Series Lessons Theme 4 Food 1. Breakfast 2. Lunch 3. Ordering Dessert 7. 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. lunch.1 [ ] dh that 4. Reservations 5. Dinner 4.6 [o•] o okay 4. and dinner foods Restaurant reservations Tipping the server Restaurant specials Common practices when paying the bill 4.4 [c] uh just 4.2 [±] ch cheese 4.

1 [t] t ten 5. Giving and Accepting Compliments 4. 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 the Receptionist 2.ELLIS Business Series Lessons Theme 5 Business Social Skills 1.2 []] aw out 5.4 [†] ng going Grammar Focus Communication Culture Pronunciation Focus 6 . Meeting your Contact 3.3 [¥] zh pleasure 5.

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.4 [g] g give Grammar focus Communication Culture Pronunciation Focus 7 . Making Introductions 2. and Farewells 1. Introductions. Small Talk – Personal 4. Small Talk – Business 3.2 [•] u good 6.3 [a•] ow doubt 6. occupations and hobbies Saying goodbye –formal and informal 6.ELLIS Business Series Lessons Theme 6 Greetings.1 [u] oo you 6.

Placing an Order 4.ELLIS Business Series Lessons Theme 7 Phone Skills 1.4 [k] k king Grammar Focus Communication Culture Pronunciation Focus 8 . Answering the Phone and Taking Messages 2. 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. Making and Changing an Appointment 3.1 [b] b back 8.3 [h] h handle 8.2 [w] w well 8.

1 [v] v five 9.3 [•] u would Grammar focus Communication Culture Pronunciation Focus 9 .ELLIS Business Series Lessons Theme 8 Negotiations 1.2 [•] sh share 9. 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. Clarifying Meaning 2.

2 [°] ts that’s 10.3 [d] d dealer 10. Making.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. Accepting.ELLIS Business Series Lessons Theme 9 Contracts 1. Territories 4. Legal Issues 5. Considering Options 2.5 [ew] ey days Grammar Focus Communication Culture Pronunciation Focus 10 . Term and Termination 3.4 [f] f fire 10.

Discussing Opinions 4.1 []w] oy join 7.3 [r] r agree 7.ELLIS Business Series Lessons Theme 10 Discussing Business 1. Talking with Co-Workers 2. 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. Finding Solutions 3.4 [h] h hurt Grammar Focus Communication Culture Pronunciation Focus 11 .2 [s] s us 7.

2 [ae] a laptop Communication Culture Pronunciation Focus 12 .1 [m] m meal 11. Planning a Meeting 2.ELLIS Business Series Lessons Grammar Focus Theme 11 Planning 1. 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.

1 [n] n nice 12. Describing Trends 3.3 [a] ah profit Grammar Focus Communication Culture Pronunciation Focus 13 . 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 12.2 [j] ® just 12. Conducting a Meeting 2.ELLIS Business Series Lessons Theme 12 Meetings 1.

Volume 1 Airports and Transportation 14 .

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

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

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

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

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

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

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

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

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

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

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

26 . Have a good day.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. 9 dollars. Taxi! Do you want the [bags] in the trunk? Yes. Here you go. Where to? 129 Madison Street. Thanks. Thank you.

and Hospitality 27 . Restaurants.Volume 2 Hotels.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Volume 3 Office and Social Skills 45 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

You have reservations for 2 nights at the Mayfair Hotel in Toronto? I might arrive very late. Credit card number? VISA. I can guarantee you for late arrival with a major credit-card number.Branch 4 – Confirming your reservation T Hi. Connie. My name is Bill Thompson. Okay. 5478 6132 0009 7521 (triple zero) And the expiration date? Eleven. You're all set. 99. 60 . 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.

Volume 4 Contracts and Negotiations 61 .

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

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

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

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

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.

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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

68

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

Volume 5 Business Meetings and Discussions 70 .

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

Branch 2 – We can fight it A: We can fight it.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. we can get the manager to change his mind. He'd listen to us. 72 . I think if enough people voice their opinions about this.

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

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

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

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

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

I’ll take the blue. Are you looking for a free-standing booth or something to go on top of the table? A table-top display will be fine. dark blue. What colors do you have? We have gray. 78 . eight by ten feet. and black.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.

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

What can we do? C Branch 2 . For instance. E K E I’d make better use of technology How so? A solid IT infrastructure will enhance more than just your distribution. the rumored shipping strike and union tension could be disastrous.Lesson 2 C B E J M K P E Courtney Bill Thompson Emily Julie Maria Kenny Paul As you know.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. I don’t follow you. And. but the higher the risk. This caused a 5. a website will advertise to your customers. Oracom is the world leader in implementing these solutions. of course. 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 C Branch 3 – Technology K I’d like to know how we can improve our distribution channel. What about the trade talks? 80 . and help you control inventories worldwide. So international sales have fallen an average of 2. M At the same time. There are real risks being a global player aren’t there? Yes. Use the internet to increase communication with your dealers and customers. improve communication with your dealers.8% drop in domestic sales last quarter. there are many factors that can affect your success worldwide. the higher the expected return. the sharp increase in the price of our currency in overseas markets has made our product more expensive.3% a month. 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 may lead to a dramatic decline in your sales.

E C E 81 . 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. What’s your long-term prediction? I see your market growing by no less than 200 percent by the year 2005. If you can make it through the next few years. the global economy is recovering. Plus. the regional conflicts seem to be on the decline.

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

ANSWER KEY 83 .

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

7.9 Culture Practice 1D 1. 6. 6. 5.7.2. 2. 5. 3.50 exchange fee Kirtland Security –the exchange fee is $225 for $750 in traveler’s cheques 85 . 5. 4. Ed’s Exchange with a $7. How long. Tom’s Trading Post Ed’s Exchange $165 Kirtland Security with a $10 exchange fee. 7.3. 2. to live played have written met say have been listening was watching wasn’t working left. was coming will have been working Culture Practice 1A Answers will vary. 4. 9. staying couple of weeks purpose for pleasure itinerary Culture Practice 1C The following are the correct answers: 1.6. 4.Grammar Practice 1C 1. 10. travel documents Here you go. 3. 3. 2. 8. Culture Practice 1B 1.

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

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

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

3. 4. 8. 10. 6. 6.Theme 3 – Hotel Vocabulary Practice 3A 1. 5. 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 . 5. C J F I H A B E D G Vocabulary Practice 3B 1. 9. 2. want. king-size attach under made arrangements uptown. 3. 4. 7. 2.

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

6. 5. 3. 1. I’d like to make a reservation for two under the name Chan. 4. 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. 8. Yes. Aren’t Does. 7. Are. 91 . Don’t Are. 4. 4. I would like a suite. 2. 3. 2. D E F G C B H A Grammar Practice 3C 1. please. The confirmation number is 157293. I would like a non-smoking room. 3. 2. 2. Doesn’t Is. 6. Isn’t Grammar Practice 3B 1. Aren’t Do. 4. 5. Yes. 3.Grammar Practice 3A 1. 5. Yes.

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

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

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

3. 7. 11. 5. 11. 6. 6. call me chance part of phone met chat beautiful given finally enjoy prefer country Phrases Practice 5A 1. 8. 5. 4. 10. 4. 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. 2. A E H C B D G F Vocabulary Practice 5B 1. going out I’d love to last minute Oh. 10. 6. 3. 7. you know what have a chance some other time take you up on that 95 . 5. 5. 9. 2. 2. 12. 8. 3. 4. 6.Theme 5 – Business Social Skills Vocabulary Practice 5A 1. 7. 4. 8. 9. 3. 2.

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

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

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

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

line expiration date wait together right urgent instead office purchase handle equipment Phrases Practice 7A 1. 2. 7. 4. 6. 4. 7. 3. I’m familiar with the new policies. I can guarantee you a fair price. I’d like to speak with Jenny. please. No. 3. I’ll connect you now. 2. 5. 100 . Let’s move it up to Tuesday. 8. 11. 9.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. 6. 5. he’s out of the office. Kathy will pick you up. 10.

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

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

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

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

2. quota 6. rival addendum to write up. relationship 11. 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. net 7. degree 8. renewal 9. notice 10. 5. 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. headquarters 5. approval 13. 8. 6. 13. 15. heavily Vocabulary Practice 9C 1. 14. potential to dislike player.Contracts Vocabulary Practice 9A 1. 4. 4. hate 105 . 10. 9. 5. 3. 16. certain 3. 10. 6. 3. territory 4. 7.Theme 9 . 9. a proposal Vocabulary Practice 9B Across: 2. 7. 11. 2. 8. 12.

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

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

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

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

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

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

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

4.Theme 12 – Meetings Writing Practice 12A Answers will vary. 6. 2. 3. 4. tennis shoes 14% dance shoes 4% dance shoes tennis shoes 113 . 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. Summer March 6500 August 5000 or 50% drop 3000 Vocabulary Practice 12C 1. 6. 5. 2.

7. 14. 8. 9.1 million 1997 1995 2. 3. 8. 3. 2. 3. 6. 7. 2. 3. 5. 5. 13. reading helping Preparing Asking growing Managing Cleaning discussing starting noticing Receiving 114 . 10. 4. 6. 10. 7. downsize analysis summarize flood profit demand competition market share morale interest rates invest tough variables incentive credit Grammar Practice 12A 1. 12. 2. 15. 4. 9.43 million 1. 6. 10. 6. 4. is grows goes has has cares eats are want needs breaks Grammar Practice 12B 1. 5.Vocabulary Practice 12D 1. 11. 2. 5. 4.1 million 1. 1999 1. 8. 9. 11. 11. 7.7 million Vocabulary Practice 12E 1.

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

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