Ian Badger

Introduction page 5
1 Telephoning Dialogues 1 Dialogues 2
page 7 Heqinninq a call A voicema!l message
Checking information Leaving a message
Askin 9 the carle r to hold You can't talk
AskinQ a. caller to leave a The reason for callinq
rnessaqe You can't hear the caller
M",l<lr.g slire V{I\J IJl"ldeloste.{\d Yml tI'iI\let'J I!;r.d th~ cP).\\
Ending a call
An eutomateo message
2A companv Dialogues 1 maloguo.Z Dialogues 3
visit D i reo-inns to the orti c e I ntrcduc ill Q a cnmpa ny (1) Business nctivitles (1)
page 15 Gening lost Introducing a curnpanv {2.) Business activities: (2)
Arrival Enmpa ny msto ry Markets
Meeting A tour of the office The competition
3 Job Dialogues 1 Ilialuques 2
information Responsibilities Working conditions
paqe 25 Dueliflcarlons for the job Hnancal rewards
A typical day Job benefits
DISCUSSing a new appuintrnent Redundancy and renrernent
4 Presentations Dialogues 1 Ilialuques 2
page 33 Setting tile sceae Some facts and figures
Moving on Predictions
D ea [i n:g with qu e snons Trends (upwards)
Dealing with the unexpected Trends [downwards}
Recapping Trends Isteady)
Corm og 10 a n end
5 Meetings Dialogues 1 Dialogues 2 Dialogues 3
page 41 Setting up a meeting (bv phone) Workro91hrough an aqenda A follow-up phone call 11 J
Postoonlnq a rneetjnq {by phone) Reporting back to a rneetinp A follow-up phone 001112)
Setting up a meetino Reaching an agreement Action points (on a
~(l voicemail message) Making a point dlctaphonel
Confirming (I rneetinq by email Sendil1'Q minutes by email
6 Entertaining Dlalnques 1 Dialogues 2
and Coffee or tea? Where you live
socialising Translating the menu Starting a conversation
page 51 Urdertnq a meal ~1} Family matters
Ordering a me,112) Culmra I a dvic e
Payrog the bill Sensitive issu es
7 Travel Dialogues 1 Dialogues 2
page 59 Ch€cki"~ ! n for a flight At the check-in desk
Hiring a car A flight delay
Taking tile train A tight connection
Booklnq a hotel A hotel mix-up
Checkmg into a hotel A payment problem
B Emailing Messages 1 Messages 2 Messages 3
page 67 A first: contact S8yi"~ thank you 11) Prublerns
A formal message Saying thank 'lou 12) Good Il8WS
Everyday matte rs An lnvitation A general announcement
A future mestinq Acceptinq all invitation For information
Declining an invitation Passing on qnud wishes
Gloss"'l' page 79
Answers page 88 Introduction

English for Work

The books in this series present and practise spoken English and practical writing for everyday communication; they feature key words and expressions which will help you in a wide range

of work situations. The target language IS introduced through short dialogues and texts, and developed in language notes and practice exercises.

The dialogues are recorded on an accompanying CD. The accents featured are predorninantlv British English, but comments on American usuqs are included In the notes

At tile back of each book there IS a glossary which contains highlighted language from the dialogues. Translations of the glossary, in selected languages, can be downloaded from the Longman website, www.longman-elt.com

The series is intended for pre-internediate/lntermediate level learners.

Everyday Business English

Everydav BUSiness Ellglish is suitable tor anyone who needs to work in the business world, and for students in adult education classes, schools, colleges and universities

The book contains a range of language cammon to all who need to use Englisll in their business lives. Whether you use Eriglish In meetings, presentations! Oil the phone or in ernails. you will find language to help you work more effectively in this book.

Some of the everyday business English themes included in Everyday BUSiness English are covered in greater depth in the other titles in tile series:

Business Presentations Evervdsv Technical English Evervdey Business Writing

How to use the book

You can work through Everyday Business English from start to finish or choose a chapter depending on your business need.

Start a chapter by listening to and repeating the Useful pIJrases. Then listen to the dialogues and study the accompanying notes Certain phrases hove been highlighted that have particular language features associated with them. However, It is worthwhile noling other phrases that appear in the dialogues, which are equally important and can also be seen" key phrases

Use a dictionary to check your understanding of the language presented.

On the notes pages you will find boxes containing notes on some differences between everyday British and American usaqe

After studying the dialogues and notes, work through the exercises. You can refer back to the dialogues and notes as necessary, Answers and possible responses to the more 'openended' exercises are given at the end of the book.

Finally, refer to the glossary at the back of the book and test yourself on your understanding of key expressions. Write translations or tncsc expressions, again using.a dictionary if necessary. Visit the Eng/lsll for Work page on the Longman website where you will find translations of the keV phrases in a number ollarjuaqes

You can use this book for self study or with" le"clter. Good luck and enjoy huilding your 'everyday business English' skills!

Ian Badger, Bristol 2003

Some recommeltded materials to accompany the English tOT Wo,.k series:

longman Business English Dictionary

Penguin Quick Guides: BUSiness English Phrases Penguin Quick Guides: Business English Verbs Penguin Quick Guides Business English Words Penguin Quick Guides Computer English

0, Teleghoning __ -----__. ~'.

Some useful ph~ases.

Listen to the recording and repeat.

Can I speak to Peter Salin, please? Speaking.

Are YOLI busy?

Can I call you back?

Please hold on.

Sorry to keep VOLI waiting I'll transfer you

What's the area code for Dublin? Dial 9 to get an outside line. Press the star key twice.

This IS a very bad line.

You're breaking up.

The reception is very bad

WDuld ym! like to 18"oe a message 1 Leave a message on my vcicernail. I'm in a meeting. I'll call you back.

r think we've covered everything. Speak to you SOOn.

BYElm now.


:-0 Dialog_ue __ s __ 1 _

Beginning a call

0: , 'd like to speak 10 Max Reed, please,

0: Just one moment I'll connect you", You're through now, @: Max Reed speaking,

0: IHi, Max, Simon here,

~', Ki, Simu~, K~w are y<l"'

0: Fine. And vou?

Checking information 0: Hello.

0: Hello, John, Sven here. Did you gel my email? 0: Yes, it's right here in front of me.

0: Fine. I thouqht it would be quicker to prone than send you another message, ~ wanted to run through some of tne arrangements for Tuesday ..

Asking the caller to hold

0: orry to keep you waiting so long, Could you hold on a little longer? The network is very slow today,

0: How long do you think it is going 10 take to find the information?

0: It won't be long now Right. Here we are, The figures you need are .. ,

Asking the caller to leave a me$sage

o I'm trying to get hold of someone in your sales department. Are you having problems With your phone svstem'i l was cut off earlier and now there is no replv,

0: Just a moment, please, I'll try the number tor you. Yes, I'm afraid there's no reply from the department. They must be at lunch.lNould you like to lellve a message- andinl get semeene to call you when the}' get back:

0: Thanks. My name's Baz Mechot and the number is 453980.

Making sure you understand

0: Can I speak to Teresa Riller?1 understand that she is looking after Sales while

tMarco Starn is on parental leave.

0: That's right, but rm alraid she's not here at the moment Can I take a message?

0: Thanks, Could you say that Pieter Baumgartner called and ask her to call me back? 0: Can you spell your name, please?

0: Baumgartner IS B-a-u-m-g-a-r+n-e-r. I'm at the Rainbow Hotel in room 13, Ii): Is that 13, One three, or 30, three zero?

o Thirteen, one three,

0: Thanks, I'll pass on the message,

Ending a call

e ()K,!\I~~e weclI~eTerl e~eTVthing1

0: I think So, You just need to let me know when you can send the report

o That's right I'll send you a rnsssaqs when I get back to the otfice-tAnY\'V.ax,! hanks forc.1I ing,

o No problem. I'll walt to hear from you.

/'d like to speak to Max Reen, pleese.

Some other phrases ior checking if someone is avallabla:

Is Max Reed there?

Can I talk to Max Reed? Is Max Reed 8vait,1ole?

Hi. Max. SimDrr here.

This is an informal greeting More formal qreetinqs include:

Hello, Mr Reed This is Simon Speedwell speakingc

Mr Reed. Hello. it's Simon Speedwel! nere.

I wam.d 10 run lhra~gh

We often introduce the topic politely by using the past tense, W(,! can :;1180 use I'd like to

For example:

f wanted to run tlJrQugh the arrangemenfs I wanted to ask you a question

I wanted to know .abollt your trove; plans. I'd like to ask V(lH <I questia(!

Sorry to keep you wailing ...

Some other phrases to use when someone is

waitinq on the phone:

Could you hold O{)? 00 you mind holding.

Would yuu like tn leave a message?

Would is used to introduce a polite offer Note also

Would you like ms to check? Would you like to cal! back later? Would you like to 1)Dld on?

... 1'1/ get someone 10 call you when they get tseck.

Note the use of the simple present tense

when IIJey get in this sentence

I'll call you if J Gail.

ffl phone vau when they arrive.

t'tt tet you know if ( hear anyt~i"g. til fax. you if / remember the name.

I understand that she is looking after Sales .. , Language that indicates that you atreacv have some information'

I understand that vcu're coming to Warsaw next week.

I hear that Pedro is mo villg to Singapore

I See (that) thev'r.e goil/!) to open a new ottice III Paris.

, Marco Starn is DrI parental leave.

Some other reasons for absence include:

He's on paternity leave. She S 011 maternity leave

Shes takillg compassionate leave. He's ill.

She's on holidav He·s left for the day

I'm alraid she's not here at the momenl.

Use tm afraid a r I'm Sorry to when passing on unwelcome information.

I'm afraid I can't Ileip you

I'm sorry tm going to be late

I'm afraid I call't find the information YOII need

Have we covered everything?

Note how we signal that a call is coming to an end

So is that everytl1ing? Is lha( oil?

Anyway. thanks for calling.

Other ways of bringing a call to an end:

Right. I'll check !he details and calf VOII back. I think that's everything

Is there anything else?

British/American differences Some differences between British Q nd American English:

Britlsh American

parental leave faml1y lea lie

compassionate {eave In American English the term bereavement leave is else used.

She's on vecetioa.

She's on holiday.

:~ .. Dialog.;;;;;.ue..;;;.;s::;... . ..:::;;2~ _

" voicemail message

IThis is Ann Forsell's voicemail. I'm sorry I can't take your call at the moment, but please. leave. a message and I'll get back to you, Alternatively you can leave a message with my assistant His number is 0046, lthat's the country code for Sweden!, 01, (that's the

area code), 2132. Many thanks.'

Leaving a message

'Hi, Fiona. I've been trvmq 10 gel hold of you all morning so 1110pe you get this. Please call Sara Remondi as SOOn as you can.It's about the rneetinq naxt menth. Unfortunately I can't make. it so we need to talk urgently. If. two o'clock my time by the way and I'll be going home In three hours, Bye lor now.'

You can't talk 0: Hello,

Q: Hi, John. Can vou_talk?

0: Not really.II'm 'in a meeting, Can I call you back in, say, fifteen minutes? Q: Sure, Speak to you later. It isn't urgent.

The reason for calling

0: Can you hear me now? I couldn't hear you very well earlier. The reception was terrible. Anyway, 11 Ow are you?

Q: Flne,~ was [ust ringing to check the time for next week's meeting. Is it 51111 three o'clock?

You can·t hear the caUer O. flellD.

Q: Hello.§orry, I can't hear yoU .ery well. I'm III a

restaurant and they have Ilist started plaYlIlg S0l118 loud music. 0: I didn't catch that,

Q: tl'lI just gD outside, Just a moment. Can you hear me now? 0: Yes, that's much better. I'm glad you're enjnvinq yourself.

You have to end the call

0: John, Peter has [ust arrived I'll call vou when I get back to London. Q: Fine. I'll be here until 5 Speak to you later. Bye

0: Bye,

An automated. message

• 'Welcome to Hazr or Business Systems. This is a toll-free number. Please choose one of the lallowing four options,I"You are calling ahout an existing' order, please press 1, If you WISh to place a new order, press 2 .. '

Th'-s is Am;t Forselts voicemelt.

Some other tor mal opening phrases for voicernail are:

You're through to Ann Forsef(s voicemaii. You've reached Ann's volcemeit:

An informal opening:

Hi. Ann here. Sorry' can't take your call at tile mOment but tes lie 8 message and 1"11 get back to you.

If's about the meeting nexc mDnth Calls often begin with:

I'm callirlglringin.LJ about (your flight) John, about (your flight to Paris).

• J can't make it ...

M[Jke is often used instead of att·end in informal usage:

Unforwnate1v. I can't make- the next m8efing

r can't make Friday but Thursdav would be f{nec W/1! you be able to make 1[?

Can you talk?

Other useful ph lases for checking if the person you want to talk to is free, and some replies.

Are VOil busy?

ArB you free to talk?

Have you [lot two mlnures?

Cao I c./I vou back?

WS difficult at t!18 moment. This is a good iime to talk.

I'm iIT a meeting.

Some other reasons whv YOiJ cannot take 8 Ci;lU

I'm not at mv desk.

I'm drivirJg. tnl lust pilil over) rm just getting on a tram

tve iu,st arrived 8~ the snpon I ttsveo't not my diarv wii/~ me

( was just ril1ging t-o check N1B (ime ..

I was just ringing/calling." is a useful alternative way to start (l call

f was just calling about Ow meeting next Fridav_ I was Just ringing to see if elierytlnng'S OK for


r was just calting to ask far some oavice

Sorry, I can 't hear you very weu.

Some other phrases to use when reception is bad:

SDrry. could you repeat that? Could you saV that again? I'm sorry, J didn't cetcb that.

I'm afraid the 1mB'S bad_ Oid you say fifteen? Could you speak toncer? The line S lIerv bad.

m just goaucside,

Use wi!1when you offer or promise to do somethinq

/'1,1 call Vau when' .qet back to London. I'll be hem unt115_

I'll t.1I her YOII called,

I'll make Sure she gets me message I'll get bark to you 8S SOon as I can

If you are calling sbcut an eXisting order. plea se pre ss 1

Some other 'automated' instructions:

Press the star key MIce,

Press the hash/square key Press 5 to speak to the operator. Please replace the handsel.

British/American differences



Differences in expressing time:

Monday to Friday Mondavthraugh Friday

ten past six ten after six

the ninth of December December ninth

24-Mu, clock: /2-hou( clock-

9-00, 17:00 9 a.m" 5 a.m.

Note: In the UK both Tz-hour and zahour clocks are used but ln the US the 24-hou, clock is general IV used onlv by the military. Some differences in saying telephone numbers:

350-#58 = three six 0/1, 360-4458 = thtee six zero,

double-four five eight forty-four fifiy'eight

Other-differences Mabile phone (p 121 directory enquiries (piS)

dialled (p 14)

celflu/Br) phone directory Bssistance! information




Complete the sentences using the verbs from the box below, Use each verb once onlv,







want _sa'(" hold


EXAMPLE: I'm tIYing to .. j.<!r.. . nolo of Peter lnce.

Would you like to . . a msssaqs?

I can't .. Could you Sorry to Can I

If you. I'll

h He didn't.

Please don't ..

you very well. Please speak tIp on, please? I won't be long. , you waiting.

you later?

. to place an order, .. someone to call you later.

. when he would be back Iii tile office

.. the star key.

. up. I'll .

.. the number again.

2 Write what you would say in these situations_ Refer to the dialogues and notes.

EXAMPLE: You are the manager. The phor.e rings and you pick it up. The caller asks '/s that the manager?' What do you say"

,(e,$, J-:ri ... "'1 FOY,:le,r J.s.~e",,:\<.i"'j,.

Your female colleague is off work as she has just had a baby. What do you say to the caller who wants to speak to her?

You are in a meeting and you receive a calion your mobile phone. You cannot speak What do vou sav?

lea,e a message Gil your colleague Peter's vaicemail. Say that you called and ask him.to call back when he gets the message.

You don't catch the caller's name, Ask him to spell it

A colleague phones to let you know her hotel room number but you can't hear her very well You are not sure whether it is fifteen or fifty. What do you say'

4 Choose an appropriate response.

What's the. time in NewYor"1~a

When will Eleanor be back? b

Is that Tariq Meltam? c

Is Mr Rotund thsra? d

Have a goad weekend

Giil ~~" get m~ emoil1

Could you call me back?

Can you take a message for me? Do you know the code tor Helslnkl~

Sure, what's your number? Speaking.

Yes, at COurse Let me lust f.nd a pen. Nine a.m.

Yes. it's right here. Yes, it's OS

Yas. he has just COme into the OtfJ[:B In ten days' time.

Tr anks. You too.

3 Complete the sentences with a preposition.

EXAMpLE: 1"11 call you .. i"l... .. tell minutes

lrn try"mg to connact vou Could you hold. . ~

When are you going

I'm callin9

Could you pass. 1"11 write to you. Tom is ....


the mder I ?Iaced last week . ... a message for me?

. two weeks' time .

. paternity leave.

If Peter Inot come back) from sick leave soon, we ineed) to find a replacement.

5 Complete the sentences with will or the present simple tense.

EXAMPLE: I (give)llim the message when Iisee) him.

I:ll. Dive. hi."", .H:\e~e.s.s"'8e. whe.'<I J see .hilM. •. Iitell) him you called

If I (find) the information, I (let) you know immediately.

I\you Ipusu) that button, YOll!oisconne"l)the caller.

e What (do) if you lnot find) Sergei's numher?

If I {notflndJ his number, Ilcall) directory enquiries

Press the St8 r key

Could you leave a message I'll call you

Please wait. I'll just put you I'm sorry; I must have dialled We need to set up

I need to check the number I'm sorry but I can't

Replace the. Make a .

6 Complete the sentences with one of the alternatives.

EXAMPLE: Press the .~."'~h key hash/bunon/door

re ceptio n/ha ndset/ope rater roll- Ire e/sta rll i ne

.. call.

Alllle's voice mail

I c ouldn': . Please don't Don't forget to, Did YOLI dial the,

Here is/This is/Hello to

hold of John get/take/make

, up, hang/hold/take

, , , ., , your mobile phone. turn oHlclose/drop

code first? area/secret/town

7 Put the dialogue in the right order Speaking

HI Tarrnc,

Thanks, Tarrr o

I'll do it now.

Of course,

Did you get my message?

You'd like me to send directions to the office. Can I speak to Tarrno Star please?

Yes that's right.

Could you send them today? Yes I did,

See you soon,

.~t .. O:-I ...

8 Match the two parts of the sentences.

on hold for a minute

a conference call for next week take the call at the moment.

the wrong number

to return to the main rnar u, with directory enquiries,

lor me on my voice mail? when I qat back to my office,

""A" Some useful phrases.

: ~ Listen to the recording and repeat.

Could you give me directions to vour office? Justfollowthe signs.

Go past ths station and take the first turning on the left. You'll see the office on the right·hand Side

l've let! my Gar in a reserved space

I have an appcirrrnent With Hans Ekburg. Take the lift to the fourth floor.

His office IS the fifth on the right along the corridor. Hello Hans, I'd like yau to meet our Marketing Mallager. Pleased to meet you.

Tell me something about the cornpanv. What does the company do?

We're In the transport business

We employ just under 5 000 people worldwide.

The company was set up five years ago. We're the larqest manutacrurer in the country

North America IS "U, biggest market in terms at sates by reglGn We have an excellent reputation for service Business is booming.



[', 5:0~, '1 ~


~-o [)talog~u.;;;.es;:;...· ...;.,1 __

Directions to the office

III HI, Rosa. It's June hers. l'rn In the town centre outside the bus station. auld you lell me) 110'11 t. gel to V.UJ nflice Irnm here?

0' Sure. Follow the signs lor Franklurt.lA:fter about two kiIDmel~eSLyg!d1 see a garage on Iyoonighl. Carry on for another 200 metres and then turn left. Our office is on the left-hand side, just before a railway bridge. When you urrlve,jlark in one 01 the vlsltorsspaces lust outside the main building

Ill: Thanks. Rosa See you soon.

Getting lost Ill: Hi, Carla

0: Hello, Bob. Is everything all rigllt';

Ill: Not really. I'm lostfm calling from a service station On the E7,ust south 01 a place called Mellon. I don't have a map with me so could you direct me [0 the Iactorv

0: Sure. TaR~ Ihe firsf·left after the service sfatioi) and lollow the road to Purlock. Pass the shopping centre on vour right and then take the first left.@arryonlorthreekilometresand vou'!l see the factory.

Ill: Thanks


Ill: Good morning, can I help you?

0: Yes,lhave an appcintment wtth tlansEkb_urg. Could you tell him I'm here? I've left my car in a reserved space

Ill: That's OK, I'll take the car registration number. Could you write your name here please and wear til is? [hands over e visitors badgeJ. DD you know the building?

0: I'm afraid I don't,

Ill: OK, go up these stairs and take tile lift to the third floor Mr Ekburg's office is the fifth on ~he right along the corridor,

0: Thanks


Ill: (Hello, John. Good to see you again. 0: And you.

0: John, I'll like yon to meet LeTa Berman, our Marketing Manager <!I: Hello, John. Pleased to meet you. Did you have a good ioumey? ?: Yes, very good The directions were very clear.


Do you know the building?

Checking if a visiter knows nisyher wsy around a buildinq:

Have you been here netore? When were you last here? I ha vent beet. here betore.

Mr Ekburg s office is the fifth"" the right. along the cattidor.

Some othe r office I ocati ens It's 0ppDsite the lift.

Its just past the coffee machine Go through tbe eotom« tic tloors.

H~I/D, John. Good to see you again.

An informal greeting. Other possibilities:

HI~ John. How are Vau? How's life?

HDw's it going? Possible responses:

Fine thanks rm very wei!.

I'd/ike you 10 meet Leta Berman, ...

Some language of introductions:

I'd like to introduce (era Berman Have you taimady) met?

Yes, we met last year.

Did ynu have a gnod fuumey' We can also say

How was ti,e journey? How was Ihe flight/traffic?

Could you tett me how to get ru the office from here?

We also say

Can you tefJ me the way to . ? How do I getto ... ?

Excuse me. where is the main office?

l1fter about two kilometres you'll see a garage on yo,ur right.

Some other landmarks' You 11 pass some shops.

Tlran vou'Jt see 8 large red buifding in front ot vou

Keep going and you"!1 come to the entrance gate.

Peskin one 01 the visifars'spaces ...

Pa r ki ng the car:

I've left my car In a reserved space.

There arc SDmE spaces reserved for visitors Can j park here?

Is this spa ce reserved?

I'm c.aliing from a service station

When vcu need to sev where you are:

I'm calling from the trai/l. I'm on the MI motorvvay.

I'm calling from a service station on tile M4.

Take the first left after the service station ...

Sam-e IJSe\l\\ directlQI"os whe'il you or'€: dri'4~"'j:r. Carryon for three kJ1ometre.s

Take the second exit at rile roundabaul Tum left at the junction

Go straight across the crossroads At the traffi'c Nghts, tum right

Carry on for three kilometres c ••

Other expressions far talking about distance:

Carry/Drive 011 far anorher tan suomeues. .. lIntil you come tc a service station.

It's tlN[l hundred metres past the service .::;tation on the rlght-/180d side.

I have an appointmem with Hans Ekburg.

Note the statements and responses f'm here W see Hans Hburg

Gon I have vour name, please?

Could you slQn in please?

/s Hans Ekburg in/avaitable? Yes, he's expecling you.

Pritish/American .f"lfterences

Sriti.Sh sB(Vic,e -etetton shopping centre

CB( registration (lumber lift




gas or filling station (shopping) mall license plate number eleva-lor

stares freeway/expresswav/

Interstate traffic circle in.tersection stop lights

rDundabaut crossroad.s tralfic lights

:-. Dialog,;;;;:.ue~s..._ ..... 2~ _

Introd .. cing a company (1 I

a: (!,Ne',. in the label business, We produce all kinds of labels - price labels, bottle labels, even postage stamps. We have factories in France, Germany, Malaysia, China and IIHi UK.

Q: How many people work for the company?

a: w. em_plC!y just Over 5:000 p.e(mle w~rldlYio!!!, There are around 400 employees in this factory.

Q: Is business going well?

O' Yes it is, and}ifs growing .11 the time.

Introducing a company (21

O' So,lIel me more abpul you, mailing business:

Q: Sure. We provide a complete packaging and mailing service for our customers. We now have branches allover the south of the country and we have plans to open new branches in the north

a: What kind of ccrnpanv are you?

Q: ~.". a private limited company. We're not listed 011 ~he Stock Ixchang11' ... yet.

Company history

a: So, how long ha .• e vou bee!) on thls site?

Q: We moved here li~e years ago, Before that, we ware in a ven{ small office build.ing in the centre of town

a And')vhen was the company set up?

Q' Ten years ago - by Simon Donna who is still the Managing Director. He started the company with just two employees

a: That's very impressrve.

A tour of the oHice

a: "et me show you round the office .. Our sales representatives work in this bpen plan area.

The room in the corner is Bnt Gan-lin's office Shes the Senior Sales Manager here. Do you know her?

g' No, I don't, Has she been here long?

(;) No, she joined the company two months ago. Come With me,J!'ll introduce you to her~ a Hello, Brit. I·d. like you to meet Olivier Blaireau from the Paris ottice.

@ Pleased to meet you Olivier. How are things in Paris?


... when wss the company set up?

Other ways to talk about the start of a cornpenv:

Whell waS it established? Whell was it founded?

It was founded by General Kilbride In 1922.

tet me show you around the ottice.

Lanqueqs for 'guiding' people round the office:

Come wirhme Game this wa V .

Oller IIJe(e .You can see tile Manager's office. Ihis is where we handle orders

... apen pian area.

An office area where swff members work in one ta rqe. often cenmoneu. space - nor 'I n

ee carate offices, Also known as ail open plan office.

We're in the label bllsioess< Some other businesses:

ine rranspart busines~'/the paper business the t. T. industry/the sseei indJJstry

tile rew!! trade/the fashion trade

We employ just over 5 anu people worldwide.

Other ways to talk about employee numbers:

We have jUS( under 5 000 employees We have 5 000 oeop!e working for us 5000 people work for us

... ifs g'<lwing air (he time,

Describing how a business is going:

The company is doing well/badly. Things are going well/badly. Profits are lip/down

... tell me more about your mailing business.

Other useful openinjj remarks What does the campa/IV do? Whar business are yOIl in?

~ hear ym.! work lor a rrraiNr!g Imsiness

We're;r private limited compa"y>

Compe ,8- with a public Jimited companv ~ pic) The public can buy shares In a public limited company but not ill a private limited company.

Some other types of business

B sole tmtter {where one person owns the business}

s partnership {a business owned by two or more people)

a famity business

... the Stock ExclJange ".

The ITl3rkB[ where stocks ;?\ld srveres are bouqht and sold.

haw 1IIIIg have yuu been (J17 this site?

We can also taH<: about premises (land and buildings} and location (place}:

Our current premises [He very convenient

t preferred aur prellious location in the centre ct tova:

... I'll introduce you to her.

We can also sev:

I'd like to introdllce you to Brit Gam/in. You must meet Brit Gam/in

Let me introduce you.

B,itish/Ame,ican diHerences

British private limited

company limited (Ltd) tna retail trade public li"mited

camp.flV (pic) a eotesreder

American compiuwar corporation

incorporated (Ioc) r8tail business

• publiCly-traded company

a sole proprietDr

~O Dialogu...;;.e.-.s~3 _~ _

Business activities (1,

!'II we're the second I.r.!lest manUfacturer in 'tie clluntliY of glass for the car Industry One in. thrae cars in this country uses our Qlass

0: How many plants do you have?

O~ We have five domestic plants but We also have factories in ten other countries.

As well 8S suppJv;ng the car industry, w.e seO glass for buses, trams, ships and aircr aft.

Busine"s activities 12.,

!'II: Tell me more about the company.

@: Basicallywuun a so-called '.hDp~ing .earch'website; If you visit our site, you can find links to a wide range of products and services. tau can compare prices from various sneps.and find the best deal.

!'II: That sounds very interesting, but is it secure'

0: Yes,~n mv view ifs far more secure than buvinq over the phone.


e Where are your biggest markets?

0: ~A terms of sales by region, Eu rope is by fa r the biggest ma rket With 60 per 08 nt of our total salesJ'l.orth Amecio.a acco~nls lor 15p.8r cent Asia-Pacific is 10 per cent - the Chinese market is particularly strong, South America is 8 per Gent and the rest nf the wnrld is 7 per cent.

!'II I think you'd better write that down tor mel Why are things going so well in China? 0: -he Chinese ecenomv is booming and we have a very good sales farce there.

The competitiDn

6: Who are your main competitors?

0: It depends on the region. There are a lot of local producers in Europe and

fiie cannot compete with them on price. However, our reputation for service is excellent Wea'Je well known in the market for high quality and reliability

e What about the Japanese market?

G: We cannot compete in Japan High transpmt costs.make it very unprofitahl~ to do business. Maybe things will chanqs in the future


• ,+ we cannot compete with them orr price.

Ways of talking about competition:

But we can- compete with them in terms ot seiv.ce/soeeo of delivery~

Our prices are very competitive.

We've become very uflcampetitive in that merket

We are well known in the market, ..

Ways of oeso-lb'nc reputation:

We fla ve a good reputation. We have an excellent Ilar'fle. Everyone knows us

We are welt established in the market.

. .. transport costs make it very llnprnfitBble ...

Talking about profit and loss' It's a very profitable business. We're not making much profit We're making a lass.

We're finally m"king a profit

We're the second largest manufacturer in the cOlmtry ...

Talking about the size o~ the company:

We're by far the largest producers of.,. We're the third biggest in the cQuntry

We're Bmong the largest/smal/est in the regiofl,

As well as supplying the Gar industrr we sell Use CiS. well ;;IS for emphasis. We can ~11::;(J say

In addirion to supplving tho car industrv.. we supply marlY ather customers.

'" we run a so-called 'shupping search' website.

The speaker could also sav:

/(s what we calla 'snopp_l/lg sgarciJ C website. These phrases show that the words shopping search are known to people 'In the business' but not to others.

You can cDmpare prices trom various shops, We ce n a lso say:

YOII can make comparisons between shops, You can compare A witll R

. in my view if's far more secure",

If yo u d re not so su re of you r facts, you might say

As far as 1 krww, its more secure

In terms of safes by fegiDfl, ">

in terms (of) IS a useful phrase:

What does that mean in terms of employment? In terms of profitability; it meanS that.

Can you give us the figures in {J.ercentage rerms?

North America acr:aunts tor 15 per cent, " This means that sales to North America represent/are fifteen per cent ot sales Note tiHl1 we savTifteen ~ cent'

tNOT pro cent).

The Chirrese ecoflomy is bDoming .,'

Some terms to describe the state of a market:

Demand is strong Demand is very weak.

There is a steady demand in Australia

nat F-ncnket for Our prodtJ~!S fs WowlflgJfaJling

British/American diHerences


trensoon costs We're making a loss

Anlerlcan transportation costs We're operating at a lossM. ·r. taking e loss.

Can I help?

Do you know Gun.tla?


Complete the sentences with a preposition, EXAMPLE: You need to take the lift. : ·b~ .... the third tloor.

Take the third turning.. . .. the left

Park ... one of the visitors' spaces

We are ... far the largest manufacturer.


.. three of our plants is making a loss.


There is no protit

Tell me about your sales. We are very competitive Are you I iste d .

What kind 01 business are you.

. region

terms of price. . . the Stock Exchange?

2 Complete the sentences using the words in the box below.

Use each word once only.

reputation partnership

demand corridor profit

registration -""'1"" 11ft

EXAMPLE: Could you give me directions? I don't have a "'O\f

Do you naad my car ... How long have·you had offices on this

Vou can use the stairs, but It'S quicker to take the

My office is along the


00 the right.

After two years 01 making losses, we are now making a

There is a growing . for our products in the Middle East.

.... three years ago. for quality.

My brother and I went into We have an excellent.

3 Choose an app ropriate response.

Did vou have a good journey? ~~~_ a

lsit a limited company? b

When was the company set up? C

Have you been on this srte long? d

I hear you're in the transport business? e

What kind of company is It? I

No, it's a partnership. Just over five vears ago. Yes, that's light.

Thanks, I cao manage Yes, very good thanks. Yes, we met last year.

It's a small family business Yes, tor twenty years

g h

4 Writ .. what you would sav. a Direct someone to the factory

Direct someone to your office.

Explain where you parked your car.

d Explain where you are.

8rd floor

5 Write down a question for the following answers. Refer to the dialogues and notes.

EXAMPLE: .\-J~"",t-. f:1"A. 0 . .('. \:>IAS;"q~"we .. YOlA ,,,_7 .

We're in the Shipping business.

How many ...

We employ just over 200 people


No, we're not a partnership - we're a limited company.


.. ?

How long.

We have been on this site for three years. Do

Yes, I do. The working atmosphere is very good now


In terms of region, the biggest market is North America.


\ suppose our b·,ggest competitors are cornpamesin Thailand and tndonesia.

Can you tell me .

Follow the road to Trieste and you'll see the factory on the right

... ?

. .. ?

6 Rewrite the following in another way. Refer to the dialogues and notes.

EXAMPLE: I have an appointment with Jan Pickero .1\':1 h~~~t-() .~~e J",.,_ .P'.o;:'I<~Yo r,

I've parked in a reserved space

Could YOIl tell me the way to the main office?

I'd like to you to meet our marketing manager.

How :vas the journey?

When was the company established?

We are Qne al the largest maoubcturers io the regieo

We have an excellent name in the market

Or Job inform,ation --.

Some useful phrases.

listen to the recording and repeat.

I work for a software company.

I'm responsible for the development of new products. It's a verV challenging lob.

I report directly to the Managing Director

The job involves a lot of travelling

I usuallv start work at 8 o'clock In the rnorn.nq Do you usually drive to work?

How's the new job?

I really enjoy it.

The salarv is good.

I'm very pleased I moved here.

How h"s the \akeGwr afte~ted 'lUll? Some people are going to lose their jobs. Some will take early retirement

There won't be any compulsory redundancies.

We need ttl recruit a new training manager. What kind of person are vou looking for?

We need someone witl1 excellent communication skills.

:~" ()ialog .... u es __ .·· ....... 1 _


6: So, what exactly do you do in the company?

€I: I'm responsible for new product development: j report directly to the'CEO! 6: IWh.t does that involve?

@: I supervise a team of designers. We all have to think of new ideas, test them and develop the Ones that we think will succeed.

e III sounds challenging.

€I It IS, but I really enjoy it.

Qualifications for the job

6: II hear you studied in Finland.

8· That's rlghd did a degree in Engineering at Tarnpere Technical University and then I W'iHl-.'t:D ~n"21 sma\\ SOnW{lie'"[.ompar.y i\1 He\s1'i1ki.

0: Why did vou decide to stay In Finland?

€I 'I was very interested in the job. I wanted to put my training into practice. The experience was very good and certainly helped me to get this lob.

A typical day

t\: Whdt time do you start in thl-l mornings?

€I: I aim to get to work by 8 a.rn, That means leaving home at 7:30.11 u"ually cvcle (0 work,

o fAre the hours flexible?

o In theory, yes, but I normallv finisl. at 4 p.rn. I sometimes lioish earlier if Itake a very short lunch break

o Do you go out for lunch?

€I llccasinnallv. butllik ••• tinqin the company canteen,

Discussing a new a,ppointment

0: What kind of person are We looking for?

0: We want someone who is already working as a Proiect Manager III a software house He or she should have at least three vcars experience.

o What sorts of skills are needed?

Q Excellent cnmmunlcatluu skills are essential. The person we appoint will have a lot of u\rec:t comact whh C\'Blits ~ we n't:e--d ':iomeOr1'8 who can pn~st:nt "tne ccrnpsnv c\t::ar\y 6: [Absolutely, So where can we find this person?

€I: I think we sheuld advertise with an on-line recruitment agency but we may have to use a firm of head-hunters


Are rho hours flexible?

Phrases to talk about flexible working; / work flexible noors.

We h,1Ve a 'flexftime ' svstem.

". I like eating in tho com~."~ canteen.

Another pe ISo(1 may prefer 10 have a tekee waV or to eat:

in a fa{: at re-sta~rant

at Ills/her desk.

In a sandwich bar. from a market StDIl.

Excellent communication skills are essentie}.

Some key quelltications fer a job:

We ne-ed someone whD is very refil'1ble We're looking (Gr someone with strong leadership skills.

We want someone with a good 'track record'.

I'm respa"sible for new product development.

We Can also Say:

I'm If) charge of new product development. New product de vetopment is mv responsibility.

I report directly to the CW.

This means the CEO is mv boss. CEO -= Chief Executive Officer

CFO = Chief FinanCial Officer

MD ~ Managing Director

What does that involve?

Notice that we use the -ing form of the verb after ievotve

it invoives attending a fat of meetings. It ewowee working fong /lours.

It souads chal/eaging.

char/enging means demandinq, tough The joLI is a challenge

I enJoy challenges.

I l<ea, rOil studied in Finland.

Note how hear, undenitand, and believe are u-sed in conversation:

I um!-e:rst-afld you spent scm€ time i~ Japan / believe YOll know Don quite welt, Possible responses:

Thal's righI/Not really.

Yes, t was there for two veers. Yes, we're very good friends

I did a degree in E"gineeriag .

OtherIanquaqe for describing studies I did a B.A (8achelor of Arts)

I studied for an MSc, (Master of Science) r completed mv studies last year~

I graduated from Oxford University In 1999_

I was very interested in the job.

Note the prepositions:

to oe i11terested ill, keefl QI!.. (oscinated.by

I JJsua/ly cycle to work.

Other ways of getting to work - note tn~ correct prepositions

I walk/go Q[] 1001.

I driv8/go l!.r CJr

f lake the lrain/ga Ili train.


\n spw.;::.r., Absdmely means \ agrseNou're right

d' we shouJd advertjse with arr on-tine recrettment agerlcy ...

We ':;:;:H'J find start in 1:1 recrUItment or employment agency.

How do you rectI/it staff?

Do you advertise in the IDCal/natious! aewsospers ?

British/American difference"

British American

flexJlime flextime

takeaway takeout

Note: Ta be keen on is only used in British English. It is not used at all ln American Engj ish.

:-'0 Di_alog.;;;.ue~·.··· s;;;.., .• ·• ,;;.2 __ - ........

Working conditions

o Are you pleased you moved to the Bangkok of'ice?

o Yes I am.;rhe atmosphere.is vet'( relaxed and I have a good group of colleagues.

There's a great mix of nationalities and we often go out for dinner or for a drink after work. .EVeryone is Oil first name terms.

0: Don'! you find it vet'( hot there?

0: Bangkok is hot, yes, but the offices are very comfortable All the buildings and cars are air ·condition eo _,{ nave noregrels about moving.

Financial rewards

o What kind of salary do you think we should offer forthe new sales manager's lob in Alrnatv?

o It's difficult to say. We would normally pay§50 000 a year plus ecmmissienltor a job with these responsibilities, but I don't know aboutjhe cost of living in Kazakhstan ami I have no idea aboutthe level of local salaries.

0: lfiIeither Nav.l· I'll talk to Balg"" Karakas about it She's originally from Alm'lty -I think she's working in our Dacca otfice at the moment.

.Job benefits

0: How's the new [ob?

0: I'm very happy With it The salary is reasonable - not quite as good as in the last lob but the com~anl' really looks after ilspeople,

@. How do you mean?

o Well, have free use of the company gym and health club, they pay for all my phone calls and I get exeellent medicallnsuronce. S'lckness pay and holidays are very Qood and tltei!ltnmotion prospects ate excellent.

0: You're lucky,

0: Yes, I am - they even give us a season ticket for the local football tearnl

Retirement and redundancy

0: Hliw has the taKeover alleeted the company?

0: Well, the new owners are going to close down a plant In Manila and ancther In Dubai. bout 300 peo~le are !lofuR to lose their job,,-,

0: That's terrible.

@: Actually it's not quite as bad as it seems. Most of the staff will be offered lobs in other

plants and guiteafewwantto take e6rly retirement.

e. So/there are no compulsory redundancies? 0: Veryfew.

0: That's good news


I'm moving TO Tashkent - So am r. I f/&e working here. - Sa do t

. .. the company really looks after its people.

Phrases for describing your employer: it's s great/terrible company to work {or. f /Ja ve a very good/all awful boss.

. .. I have free use of the company gym ...

Some other befl'afit.~ i~1 'to\.'. ave ~'Jck'j!I:

They pay lor all my phone calls.

f get excellent medical insurance I hsve a good daily ettcwsnce.

. .. promotion prospects are ."ce/lent.

The speaker has a very good chance ot getting a better paid job with more responsibilitvin tile company.

Haw has the tskeover affected tile Gumpany?

Note the use of the verb to J1ffect.

How has the tskeo vet gffected you? Com pa re Wha.t has oe€f1 the fffect of the tar.eover (m the company?

About 300 people are going to lose their Jobs .

This. is more neutral then

TheV are going to fire/sack fifty people, or Fifty people are goillg to be fired/sacked.

. .. quite a lew want to take early retirement.

Note that we take early retirement. Othe r express Ion s

I'd like to retire earlv_

I'm not looking forward to retiremellt.

. .. therE' are »0 compulsory redundancies, Note how \'IIe talk a bout md!Jndancv Will anvane be mr7de redundant?

I was mi3de redi//ldant last year.

MDst of the redundancies will be voluntary.

BrititGhfAn1eric:an diHerence$

British American

football team SOGGsr team

compulsory mandatory

redundancies laVaffs

to be made redundanVta be laid aff to be laid off

I didn·r {fa to university I didn·t go to college

I have a goad daily allowance. I have 8 good per diem.

To sack to firejrjlsmiss (also "sod in British English)

N ate: "To tire i$ less fo rme' men to dismiss i n both Br·I[·lsh and American Engflsh.

The atmospher8 is very relaxed ...

The working atmosphere can be formal Or informal. It can 8150 be stressful or relaxed.

Everyone is on first name terms.

In an informal environment, staff are probably on first name terms-they use first names rather than surnames.

!loot you fi.d if velY hot t~.re?

Note that the lise of Don't at the beginning of this question expects the answer Yes. If the answc- is No, the speaker must emphasise me answer; e.s .. No~reany. Nu, notBt &Ii.

/ have no regrets abolJl muving.

Expressing feelings:

I don't regrer moving nere at all. t'm happy to be here.

I'm very pleased I moved

. $50 ooa a year plus commission .. , Comm{ss{ofl \S 11'1'1: ?2.)lmellt m~de to SQ\~S people depending on how much they sell.

... the cost ot living ...

The cosr of Jilling is the expense of livjllg in a countrv.

The standard of/illing is how well you can live in a country.

... the level of local sa/aries.

Seiertes are normally paid monthly. Wages are normallv paid weekly.

lVeither h. ve I.

Note the wore order 2 her neitlJer:

I dido·t go !O univers!/y. - Neither did I I'm /Jot going to move, - Neither am I. so fa trows the same rule:

I studied In Moscow. - Sa did f,


Complete the missing word in the sentences and then put them in the grid. The letters in the tinted panel will spell a key word.

You don't need to pay. Use of the gym is . .[evE;"".

Is the cost of.

illgh in No rway?

We need a person with communication skills.

There IS a good. ot nationalities In the office.

Are you planning to take early.

I understand SGme . . 'Nill he Icst after the tB,eO\ler

Do you know the. . . 01 local salaries?

My employer provides free . . insurance

Because of the factory closure. 500 people are going to be made ..

l'rn in charge of.

The company provide free motor.


2 Complete the sentences with" form of the word in brackets.

EXAMPLE: John is now Head of Ye~V!-l;~"",E;,,-~ [recruit]

I'm planning to . It is a very .

.... ' next year. . pia ce to work.

[developl [insure)

I retl reme nt) [suuss] lown)

Ilead) [prornots] Ichallenge) [responsible]

Do YOLI know who the new. .. . . of the company arc'

We need a manager with excellent. . skills.

I have good. . prospects in my neW job.

It's" very. . .job,

It's a lob with a wide range of.

3 Match the statements and questions with the responses.

I understand Frank used to work in.Japan. \ a

How are you? b

lusua.lv walk to work. C

Did vou have a good journey? d

I don't have any regrets about moving. e

Is it a good place to work? f

Ar"e you looking forward to retirement?

When did you graduate?

9 Whattlme do you leave work?

10 We neeu someone who is very Teliable.

4 Complete the sentences with a preposition.

EXAMPLE: I'm In charge ... 9.-1'

IT Services

I"m ,espOnS\b\8 . . . . .. [8cmilmel1t.

I report. . tile Human Resources Director.

I take Care .. everyday office procedures.

I studied my degree at Edinburgh UniverSity.

I have 11 0 reg rets . taking my curre nt jo b.

Isn't the cost. . living very high?

I have free Us" . . . the company swimming pool.

5 Complete the crossword.


1 I work tor a reuruitrnant .

I don't have time to eat in a restaurant at lunchtime. I usually have a

The mea Is in th e staff .

. are excellent.

I used to be paid. , now I'm paid monthly

I can't afford 10 live here. The. . of living

i~ too high


Z She is an Oxford Universitv

4 The company provides a very good daily. for liVing expenses.

6 The comp'n~ h" ch,nged enormDusly since I".

'I'm moving to lstenbul next year:

'Really? am I!'

Fin", tha n ks

Yes, the directions wen: V8iY clear. At4 p.m.

Yes, I am

That's right, it was five years ago Neither do I

II' can be


Sa do I.

In 2nm.

6 Match the two parts of the sentences.

I graduated---_ I report

I studied

4 I go to work

5 We need to advartis e

We offered her a salary of $60000 Tile company looks

I'm looking forward

for a degree in Business Adm"m"ls\Tation by car

plus commission. to early retirement.

in the local newspaper.

to the Chief Project Manager. site r its staff well

from university five years ago

7 Respond to the statements with so or neither.

EXAMPLE: I'm going to lase my job.

S.o .0\':':1.1..

I didn't wa-rt to take early r"tirement

I went to University in France.

I'm not going out this evening

1 usually start at B.OO a.rr. 'In the moming

I don't like eating In the company canteen.

I wasn't interested in Illy previous job.

I was very happy in Thailand

I'm in the paper industry.

I'm glad to see So many of you here today.

I'd like to talk about how we organise things rn this department. First I'll describe our organisation.

Finally, I'd like to discuss some future plans.

That's alii wanted to say about training. Moving on to my next po i nt

Excuse me, can YOII tell us when the report will be ready? Sorry, I didn't catch the question.

Could you bear with me?

Turnover rose by 12 per cent last year. We are predietin9 a slowdOwc next year.

As you can See from the graph, sales have increased dramatically. Sales reached a peak In December.

Thev have declined since then.

These are difficult times for the company.

I'd like to finish by thanking you all.

\' d wele orne your feedna ck.

0, Presentations

- A Some useful phrases.

:=: MI Listen to the recording and repeat.

l'M GlAD



Setting u'e scene

o Hsllo everyone.llfs good 10 see vou all here so early In the morning My name's Hiro Rosado and I'd like 10 talk abounhow we organise language training herdFirst I'll [describe haw English has became the Gom~anv language, then I'U nunine our study programmes Finally I'd like to say something about some of our plans forthe futuro.

Moving on

0: solthafs alii wanted to say about the budget for next year. l'd now like to move on to tho question Rosa raised earlier.

... {fhal leads me 10 my next point. We need 10 look carefully at how we plan for next year

... [So, next years budqet.I'd now like to talk about the action we are taking to reach our targets.

Dealing with questions

a: How much IS the project gOing to cost? Q: {I'OI alraid I can't say at the moment

@: Can you tell us when the report will be ready?

Q: I'm hoping to have It ready by the end 01 the week. 0: Are you planning to recruit more staff?

Q: Sorry, I didn't catch the question. Could you repeat it. please? 0· Surry. \'d like to know il you are planni"~ 10 recrllit rnm9 statl.

Q: Did everyone hear that? The question Was: 'Are we planning to recruit more staff?"

Dealing with the unexpected a On, dear.

0: Is it broken?

a: Yes, the bulb is broken. l'm afraid I won't be able to use the projectorfnulll you bear

[wilh 'me, I have some naper copies in my briefcase.

Q ArB you OK?

a Yes, I think so. Could 1I13V8 a glass of water? That's better{Sorry, where was I? Q: nu were just about fo tell us Some interesting news.


a (As I mentioned e.rli.r,l.~e hope to finish the project by the end of the vear, I said thai we Were on schedule Having said that. there are a couple 01 potential problems.

Coming to an end

a: I'd like to finish bV thanking you aU for coming here today and I look forward to seeing you in two weeks' urn e. tt anyone has any questions, ulease ask. I will be around lor coffee later and lOU are very welcome to contact m~ if you have any queries before the next meeting


." I didn '( catch the question.

When you can't hear something:

Could you repeat the question c; Could you sav that agaifJ! Sorry, what did you say?

Could yo. bear witb me, .,.

A very useful phrase when you need time to check or find something. Alternatives:

Excuse me for a moment. Just /3 moment .

C,m yml [live me WD minutes}

Sorry, where was I?

\f'{u\J ere dtstrsccad Q.f t(].p~~t what you wonted to say! Other possibilities:

Call you/anyone help me? Let me think.

You were just sbou: /0 lell Us ...

Hel ping th e speaker to rernem be r the point he/she wanted to make r

Vou were ralking eooin the schedule .

As J merrtioned eeriiet; .

Useful language for recapping (summarising/reviewing) what was said earlier in the presentation'

As i pointed Dul/mentiDned ea,rlier . As I sei« before

I'd Ii •• to finish by [haoking you .11 .. , Lanquaqa for ending a talk'

Thank yDU.

T/lank you far lnlljti'ng me Are there any questicns?

.. , yon are very welcome to contact me ...

Asking the audience to contact you: rd be very happy to hear (ram y(w

I'd welcome YOllr feedback.

British/American differences

See the companion bock in this series, Business Presentations, for more help with grving presentations in English.

Its goad to see YDU all here , ..

Speaker's opening remarks to an audience:

I'm c€ ry pleased (0 be "oce. I'm glad you could all make it Thanks for inviring me Tilankyoli (aft) for coming.

... I'd like to talk about,.,

Other common phrases for startinq oft a presentation

rU! planning to tell YOIl about. rode" I'd like to mtroduce

td tike to start by saving something about ..

First I'll describe ...

Phrases for describing the structure of a ta lk Then n; discuss allr s~udV programmes

After rhat rtf Come 10 the main point.

Finally I'd lIke to s@vsomething about.

... that's aliI wanted to S8Y ...

Note how the speaker finishes off a section of the talk, Some other phrases:

Are tnere any cuesuons 50 far? MDllfn-g on to my fl:8-X! pDi11! .

To summarise what l tieve said so far

That leads me to my 0",,1 paint.

Announcing a new point In 8 presentation: rd .nOW like to move On Rosas question Moving on to Rosa 5 question.

Now I'd like to talk about

So, nex: year's budger.

You can sometimes simply announce a new tonic/presentation slide as follows

So, safes in Caoads_ These have been Development plans far next year. These are Study programmes. Have a look at.

I'm af",M I cen't say ...

Useiul \ anquaqe lor when you do not know the answer to a question:

J'm sorrv. ! don't know the al1Swer~ I'll have to check for VOII

I'm flat the best person to anSWer ine:

YDU need to speak !O .

British arganise/nrg8nisatiQrI study programmes schedule

'[edguri, 'skedjuil

American Drganize/Drganization study programs schedule

's •• <l3Ol. 'skedjul

Some facts and 6gures

a: umover rose fn tfie ~ear to April' /bv 11 per eant tu 4 billion dollars compared with 3.8 billion in the previous year. Profits jumped by 20 per cent in this period. However, /These results give a misleading picture' as ttle company sold ns French subsidiary durinq the period for&. 'one-otF profit of half a billion dollars


a: ,W.'re currently predicting a slow dOWn in sales for next ve ar Global trading condftions are riot promising. Howe-velr one area where we expect growth to continue is in Japan and Korea, where IInalysls are foree.asting an upturn in the market

0: Is that for the whole of the region?

a: Yes, il'i"'rVDoking at a growtfi rate ofblJlWeen 1 and 3 ~!trcenl in these areas.

"Trends~ upwards

O:£As vou can see from the graph, ~ fiave fncleaseo considerablY this year The beginning of the yea r WdS poor, but§ales picked up in februarY and reachlHtapeakl 5n August. Since then they hove lallen \1 little but the overall trend is upwards Th9 outlook rs very healthy

Trends: downwards

o The chart clearly shows the dramatic lall in production since the beginning of the year, and unfortunately this is a trend which will contrrn.a h. closure 01 our Lufwa pTa'iit in January accounts forthe ;ill~r~ f1!.fl'at that time a nd a s ~a les have continued to decline, we have had to temporarily shut down a number of our [actnries. These are diHicult times for the company.

Trends: steady

0: If you compare this six-memh period with the previous six months, you will notice that Ulera has been very little change in the number of guests visiting Our hotel. In fact. guest numbers have not increased for three years. We need to think about what we can do to make Our hotel more popular.


.. ' sales picked up in february ...

Other verbs to describe trends:

Sales recoveree {returned to The'IT o(lg-lnal level)

Turnoller fell back. (declined)

Sates were tJpldDwrr on las! year. Ibp-tteriworse than I est year)

Turnover rose in the year to April

Other ways of describing financial periods

In the firstlsecond/fma/ quarter:

In the year ta date. In the e lJrren! y9i1f.

.. by 11 per cent ...

Note the use of the prepcsitlcn by with percentaqes and fractions:

By wh.'lt percentage did ttmWlIer grow? It grew bV 5.9%. (five point nine per cent)

.. by 3. 75%. (by three point se ven five per cem) It went up 2)+%. frwo and a half per cent)

. these reslilts give a misleading picture .. " When information from charts and statistics is nat 50 usetuk

Thr'J WfJph gives a false pictum

The statistics may give you the wrong idea.

." a 'one-off' protit .

A p'-Q"M 'MilIch WI\I not be repeated.

We're currently predicting a slow down" > Other ways to predict events:

We'fB forecasting an improvement. We're expecting a Sharp fall.

. ' anaJvsls are forecasting an upturn .

An UpiUrn is a recovery A downturn is J decline.

.. ' we'Ie ~DO'king at a growth rate cd between 1 and 3 per cent ...

to look at is an informal alternative expressio» me:anilig to expect 01 to predicL We're looking at a large increase

What kind of gro!lvtll are we looking at next year?

As you can see from the graph, ...

Referring to ViSLJ31 aids:

tnis chart clearly 81wws the dramatic fall In production.

Al this point on the graph you can see Here you can see, ..

sales tieve increased cf)IT!litierably c Altern atives to consfdersb/r

a lot; a great aeet. substantially

..' sales reached a peak in August We can also say:

SalBS reached their high! highest point in August. The 0 pposite:

Sales reached their fow/lowest point in June

The closure of Our tutw« pla/Tt in January accounts tor the sha'rp fall .. "

To account for moe ns to be th e reason to r. This IS a usef-ul term when talkmq about facts and figures

Haw wOilid you account for the fall in sales? The appointment of a new Sales Manager eccounts for tile rapid rise in sales last veal' Note also due to:

The fall is due to tne closure of the ptent.

.. sales have continued tc dt!CUflEl .

Fu rther examples:

Safes have confirwed to fall .

Ther€ nBS .be-all a further fe{(/decUne rn sa les.

I! YOll compere this six-mont» period ...

Note the use of B hvphen (-) In six-moll{h.


a three-month period

a period ot three months

... there has been very little change

Note the use of th e present perfect te nse to describe chanqe

Things I~aven't clJanged v.ery mucl1 Things have hardly changed. Change has been lIery sfight.

Sales have been steady.

British/American differences


a one-off profit ctoeuie


a ane,shat/one·time profir cfos[(!g


Complete the sentences with a preposition.

EXAMpLE: First I'd like to talk ."'II:>.'1"'\: howwe organise training.

Sales picked Please bear.

. .. .. mme Ino0 ten per c~nt lost yeu. . well In the first quarter of the year.

me while I find the relerence.

Wr/re forecasting an increase of

1'0 like to fini5n ..

We are forecasting a downturn . Unfortunately, we had to shut

two and three per cent.

th"nkin~ vnu all tor your very useiul comments

. .. the market

.. our Luftwa plant earlier this year.

2 Write what you would say in these preserrta'tion situations.

Refer to tile di alog ues and notes.

EXAMPLE: Start a talk, Explain what you are going to talk about.

H.en~. ~vevyo"e:. Myl\~.!M.e' ~ H;Y~ RQ$~""o ..,,,AI'.A Ilke +o .. \-",Ik",\;)ol<'r: :,'.'.

You are giving a presentation and someone asks you to go back to a previous slide What could you say as you are looking for it?

Invite questions from the audience

Refer to some details on a qraph Dr chart

Finish the talk. Thank the audience.

we hope to finish things soon. to contact me at any time.

so many of you here

there are Some potential problems, what I have said so tar

I a very healthy outlook for the company.

9 my main point

h lor a moment

the number at guests visninq me hotel over a six-rnnnth period.

3 Match the two parts of the sentences.

That leads me to

As J mentioned earlier, You are welcome

To surnmanse

It's good to see

Analysts are forecasting EXC:US8 me

The graph compares Having said mer,

4 Write the phrases in one of the three columns depending if they are up, down or the same.


The same


Sales have picked up.

There has been an Increase in sales. Things are slowing down

Turnover jumped last vear.

It has staved the same

Overall there has been a decline In the market The company has recovered.

We have seen a rise in turnover.

There has been an upturn in the market We are expecting a downturn.

There has been little change.

Sales have been steady (luring the year.

5 Complete the sentences with words used in the dialogues and notes.

EXAMPLE: I'm not the best .f.er5.q~ .. to answer that question

I didn't catch your. Unfortunately the downward. I'd like to make another ..

The results give a misleading of last year's performance

. Could you repeat i17

, is going to continue.

What kind of growth .. are we hoping to achieve?

We are very disappointed with the sharp in sales.

Sales reached their highest in the Slimmer.

A lot has happened during the previous six-month.

Complete the statements and questions using the verbs from the box. Use each verb once only.

catch repeat show account

give ~ say fall



EXAMPLE: I'd like to ask how much the project is going to . ~¢S,:

I'm afraid I can't. . . . I'll check for you

1'111 sorry I didn't. Let me.

. the question. it for YOLI.

.. , .. with me?

I'm not quite ready Call you ..

(\1 ccmrs'2. .. '1om time

I think these charts .. a false picture

Yss, they don't really. . the recent upturn In the market.

By wnnt percentage did turnover. last year'

BV5 percent. I can't .. tor it

7 Match the graphs with the descriptions. aD

The graph shows howsales have increased this year Sales were very poor at the beginning of the year but they began to pick up In March and reached a peak in December. The outlook is very healthy.

Thi~ has been a diflicult yea, for the company. As you can sae. the chart shows the dramatic fall in production at the beginning of the year. Things began to Improve but in June there was a serious fire il) our \actm\, "no this aCCDunts 1m th~ sharp lall in prodUction at that time. The situation hasrt changed very much since then.

As you can see, we're looking at a growth rate of between 2 and 5 per cent In the three-month period, October to December We're forecasting that this will be up on last year. We ",8 qurts happy with the situation.

01 Meetings .... , ' -;


Some useful phrases.

Listen to the recording and repeat.

I'm trying to arranqa a meeting for next week. Can you make Thursday atternoun?

I don'tthink we need more than two hours. I've booked the conference mom lor 2 o'clock

I'll send you my draft proposals by Monday midday

Who would like to take the minutes?

I'd like to leave Item three until the next meeting. What are your thoug-hts On this?

I'd like to make a point.

Of the tifty people I asked, only one did not agree with the idea Does evsrvone agree?

We made a very good case tor changing the system Uolo rtu natelv lh ey reje ctsd 0 ea rly a II of Oll r. prop osa Is. Only Doe ot our proposals was accepted

Here are the main paints covered during the meeting I've attached the draft minutes of the meeting> PI""e check il I he," lett aoythiny out.

These are your action points

j, DJalog ...... ue ...... s ...... -·. ~1 _

Setting up a meeting (by phonel

€I: Hi, Anna J'm trying to arrange a meeting 10",08xt week. {Can you make Tuesdajdor

Thursdav attarnt nn?

0: Tuesday would be fine. What time?

€I What about 3 o'clock? I don't think we need more than two hours,

o I agree.iIsJUan coming, by the way?

o I hope so - but I haven't asked 111m yet

Postponing a meeting (by phonel

a Hello again. I hope this won't cause you any problems, but I've just spoken to Juan and he can't make Tuesday. Could we make it Thursdav instead?

o Just a moment. l'Iljust check my diary. Right, I've got another meeting on Thursday but Iii should be finished bV 3:15. Blit. could we meet at 3:301~USI in case Ihe meeling [nverruns?

a Of course. I know Juan will be pleased becausea!ie didn't want to miss the meeting,

o Fine. See YOLI on Thursday afternoon I'll send you my draft proposals by Monday midday.

O' Thanks Anna. Bye.

Setting up a meeting [a voicemail messagel

0: I'm sorry I can't take your call at the moment. Please leave your message after the tone and III get back to you as soon as I can

0: Hello, Margaret, it's Dagmar here. 'd liketn come ove to oman neJrtweeR to see you and Alex. There are some things we need to discuss relating to the arrangements for the conference. Any da.y next week except Friday would suit me, lIuta you check !With Alex. and get back to me? I think we'll need aboutthree hours. Look forward to hearing from you

Confirming" meeting by email

Hi DO'igmO'lr

I've spoken to Alex Olnd the best day for us is wedoesdev lve booked jhe conference room in Our offiGlC" and l'Il order some eandwrcbes fur lunch. Let me !mow II you would like us 10 arrange anything special for you. otherwise I'I~ SE!~ 'i'ou in the ctnce at 12~30.




I'd like to COme over tv Pozrran next week.

CDme over means travel from one place to another

I'm thinking of coming over to visit .

You musr come- over and SiH1 the new office.

Any day next week except friday would suit me Any day leaves the options. open. The writer could have said:

I'm free f?VBry day Ilext week except Fridav_ nlar suits me means That's CI good time for me

I'm trying to arrange a meeting for Note the vee of for.

.. for next monm.

... for next year

... for the project group.

Can you make Tuesday?

This means Can you come on Tllesday? Note the different uses of make:

Could we make ii Thursday instead? I could make it at 2 p.m.

I can't make the meeting.

Is Ju.~ coming, by the w.y7

Use by the way to ask for additional information

By the way, is anyone else comiog? Who else IS comu?g, bV the way? We ca n a Iso LJ se happen to

Do you happen to know if Juan is coming?

... it should he finished by 3:15.

Nore 'that ti In I;lS can be sa id in two ways: 3:15 (a quarter past three or three fifteen) 3:20 (twenty past tnree or ti"i(ee twenty' 3:3D (118/1 past three or three thirty)

3:45 {a quarter to four or three tortv-tive} by 3: 15 means that it cOIJ~d finish earlier Compare:

at 3 o'clock (exactly 3 o'clock)

at around 3 a 'clock (maybe 0 lin~e earlier or later than 3 o'clock]

Note that half three in informal British English is 3:30

__ , jusr in case the meeting overruns.

Another way of saying'

Just in case it doesn 'r finish on time

he didn't want to miss the meeting, Note that miss h8S two meanings:

UafortlmatE'ly 1 had to miss tbe meeting I'm sDrrv 1 missed you eettier.

Compare with:

Juan is a very important member of the team - we rea{fy miss him when he is awaYe

Could you check with Alex and get back to me? gct.h<Jck. to me leaves the method of communication open; the contact could be by phone, email or letter.

. f'J1 order some sandwiches ...

Ordering sandwi-ches for e business lunch is not appropriate in all cultures! Same other usefullunch phrases:

WOlild you prefer to eat out?

is mere anything you don it eat? Are vou a vegetarian?

We can have a working lunch We crten do business 01115'( huwh.

Otherwise I'll see you in the office at 12:30.

In this example, otnenNise means. if! don't /JBc1r from you_

British/American differences

British American

Differences in time:

a quarter past three. a150: a quarter after three or three fifteen

a quarter fa four also: a quarter oi four

or three farty-five

Differences in dates;

British - "1/11/03 = I November 2003

(t/le first of November, two thousand and three) Am ertcen - 1/11/03 ~ January n 2003

(January eleventh fwD thousand three)

:''0 Dialo8 ...... ue ..... s ...... - .....,2 _

Working through an agenda

a: Has everyone go! a capy of the agenda? Lee,~ you ta~e1he minutes; ple~_se» o No problem.

a: Thanks. So, let's start As we're rather short of time today,n'd like to I".~e,ilemfou.w [until the next meeting, Is that OK with everyone?

@ That's fine with me.

a: Good, soi!:an we look at item one11 That's John's proposal that future department team meetings should be held away from the office.;'What·are your thoughts on this?

Reporting back to a .meeting

a: John, could you give us your report?

o. Certainly As vou know, was asliealllfind outwfiattlie ~eople in my'dCJfartment £fMugb.Hbout arranging more meetings away from the office. I found that most of my staff were opposad to the idea.Uhe majority feeling was that thav would prefer to organise meetings In this building.

a: That's interesting. Sandra, what d.id you find out?

@: Quite the opposite In my department, ,gfthe fifty people I as ked, only five'did not like the idea c( hBviog meetings B"'BV (mm th~ u!tice.

Reaching an agreernent

a: I think we should abandon the Idea altogether./poes everyone agree?

0: No! really. I think we need to send a questionnaire to all the staff so we cantirid out exactly what they think

@: s that really necessary? You've heard what John and Sandra have said - there are sa many different views. It's not worth it.

a· tI suppose you're right It just seemed like a good idea to me. o ltis a qoocidaa Perhaps we could lOOK at it aqam next year'

Making a point

a: lh. other point I want tn make is that we need to be informed about the dates of meetings well In advance I was tald about the date of this meeting very late and that

caused me a lot of problems. Same people were not able to come at all ere II

~ust avoid 'his in the future, Communication is very bad in this company

0: 'hafsnot nue. Some people simply do nut read their messages. The date was set three weeks 3g0 and everyone was told then



... CoDlJ~d }'QV ta:ke fhe m~nlJ1es, please'!

The minules are the written record of what is discussed during e meeting

The a.qenda is the list of items discussed in a meetinq.

Minutes are taken during a meetlnq.

The minutes of a meetinq C;;I1l be written up and approved

.,. I'd like to leave item tour until the rJe}(( meeting.

We usually talk about Items or paints on an aqanda

... can w. look et item one?

Note that vse can look at an ltcm an the agenda. Some other useful verbs and prepositions:

Let's move on to item n-1/D QJ] the agenda Can we go 1iJ..al..Jmh tile minutes?

We need to liMe an It.

Whar are your rhoughts on rhis?

Asking tor opinions:

How do rDU feel about rilis? What do pov think?

}'d like to hear everyone 5 opinion.

. f was asked to find "Ur what the peopl. in my

department tholJght ...

Reporting back

/t was my job to find oot about You asked me to fmd oct about,.

I've tc1tked to the office staff and the ceoerst opinion IS .

The maJor;-fy feeNng Was .. c Majoritv cplnicns

Most people are in favour of the change TIle majority opinion is ill fa votu. Minority a pin ions:

Not many people agree with the idea. The minarity opinion is againsl It

British/American cliffe .... nces

British American

tevau: favor

emphasise .emphaslze

... of the fifty people I asked, only live ...

More numbers and percentaqes:

One in fifty agreed with the idea. Two in three are against it.

Nearlv lOG per cent of the staff replied to the questionnaire.

A quarterlHaff;ThreB quarters of me sl'aff were in favour

Does everyone agree?

Wilys to find out if there is aqreernent:

Are we ali in agreement?

Do you halle the same opinion? Does anyone diseqreer

is that really necessary?

really is used more in spoken English to emphasise what you are saying:

Are you re~fly sure?

Is he realfy leaving the company?

Tbev really don't want to teeve the office

I suppose you're right.

The speaker uses suppose to admit that tile

ather speaker is, in fact, right

The orher point I wanr to make ...

Some alternative expressions:

J'i.} Jj:~e to make anorher aov« Just one other point.

I'd like ta make one final pOint,

We ,,,ally mo.! avoid thi. in Ih. Mo, e.

Making a strong statement:

It's vital that we avoid this In the future. It's essGntlol that we mak.e changes.

lis cruclat that people should read tne« messagesc

That's nor true.

Note trrat thi-,; rs a very o\Te-c:\ statement ar,o could be considered impolite. Less direct alternatives:

I'm sorry, but I don't agree I don'tthink that's true

fm nor sure tnets true.

Is that realty true?

:-'0 Dialog.;;;,;,ue.;;;.s~c .,;;;,,3 _

A follow-up phone call 11)

o Hi, Kitty. I'm just phoning to let you know what happened in the meeting.

o Thanks. So how did it go?

0: f8ad news I'm afraid. They rejected all of our proposals to change suppliers to AKK.

Some of the managers agreed that we needed to change but Anton Trofnov persuaded them to leave things as they are.

0: So,what reasons did he give?

0: Anton said he thought that the current arrangements were 'good enough' and finally everyane else agreed With him.

0: I don't believe it. How can they be so ho"rt-sigirted?

A follow-up phone call (2)

0: Hello again, Kitty. I1hDuglff I should let you know immediately thatlliilon has been having second thoughts. He's been through the figures which I presented at the meeting again and 'he now thinks we've made a good case for moving our business over to AKK.

0: Do you want me to do anything?

0: No, butthanks foroHering. Anton would like me to provide Some more information about AKK at another meeting to be held next week.!,11 call you tomorrow so we can discuss [details then.

0: Fine. Speak to you then.

Action points Ion a dictaphone)

,Here are the main points covered during the meeting on February 14th and action 10 be taken.

• Jaroslav to produce a questionnaire to find out how the staH would like to spend the 'New

Year bonus'.

• Juliet to research costs or pruposed building project. .. Winston to look into improving our security systems.

• Tree planting proJect-Ina decision made. Leave until the next meeting. The next meeting will be an March 3rd.

Sending minutes by email


I've attached the dratt minutes of the meeting. Could you look through them and check if I have left anything out

Manv thanks.




I'm just phoning tc let yau know Announcing the reason for s cell:

/ 'm jusl' phofling to say Ihank you for doing thfJ


I'm just calling to remind YDU about next week's meetmg.

Bad news I'm afraid.

The speaker says bad news at the beginning of the sentence for ernphasls. He could also have said-

I'm afraId I tie ve some bad news Other examples:

Good news, I'm happy to say.

I'm happy to sav IIIJve some good news.

... what reasons did he give?

Note the use of give

to give a reason/re<JsoI18

to give an explanation/explanations

. sholt-sighted,

When you only think about [he present not the "fa ... rture.

I thought I sh~uld let you know imm.di.rely ...

You can also say I wantedroinstead of I thought in this situation

I wanted to Jet you know wl'1at tieooened.

. Anlo. has been hav;.g second (houghts.

to h;we secooo thoughts means to cha n geyour opinion after you have; thouqht about it again.

Are you havillg second thoughts?

On second thoughts, I'd like to accept the proPQsa{

... h. now thinks weve made a good case ...

The speaker uses tile word nowta show that he has changed his mind.

British!Jbnerican differences

British American

Bad news I'm afraid There!; bad news. (Also used in British English,)

On second thaugllt ...

On second thoughts .

I'll call you tomorrow so we can discuss details then.

I will call is usually reduced to I'll cat! in spoken English It implies a promise/a firm arrangement:

I'lIler you soow

I'll send you a message. rtf organise it. etc

Here are the msin points.

We C8\"'\ start the roeroc wit~\ Here are .. O( simply use the following

The main points.

Action points.

Jaraslav to produce a que.stiQrrnaire ...

Note the use of the infinitive to in these statements. This is very common when wririnq informal action points: from a meeting:

Juliet to research costs for the proposed building prosec:

Winston to lao}:' into improVing our ser:llrity systems

. .. far proposed building proiect.

Note how the article the (for the proposed project) can be left out when the memo is in note form

no decision made,

NQ decision was made.

Auxiliary verbs (was in this example) can be left out when vou write/speak in note form.

I'VB attached the draft minutes of the meering.

Alternatives ~

Tile draft minutes are alta riled.

Herewith the draft minutes, (more formaN Drafts. can be first tirotts, rough drafts or final drafts

... check ifillave left anything out.

Other possibilities:

Let me know if 1 have torcotten anythfng Check jf / have made any mistakes.


Complete the sentences using the verbs frorn the box below, Use each verb once only.









EXAMPLE: I'd like to .. <"I YY.<!\.'l!:l.e. ." meeting for next week.

Can you. . the meeting on Tuesday?

I hope that the changed time won't. I must hurry. I don't want to.

. . you any probl em , . . the meeting.

Do vou to know if Motoko is gOing to be there?

I don't like it all We should. . . .... the idea.

Let's ... discussion on this point until the next meeting.

I'll talk to the staft and ..... back to you next week.

Did Tanya. ... . a reason why she couldn't attend?

We have a lot of things to ..

. in this meeting.

2 Complete the sentences with words taken horn the dialogues.

The first letter of each word is provided.

The m of the staff were in tavour,
Can we look at the first on the agenda?
Is it n . to send an agenda belorehand?
d I'd like to leave point two ull.f-:i l. the next meeting
Can we go the report now?
I car meet any day next week Monday.
Does Tuesday s . you? 3 Complete the sentences with one of the alternatives,

EXAMPLE: I'm phoning to let' ... you know what happened.

Who is going to .. Could YOll .

I'd like to

We need to


.. the minutes?

us when you know the answer . a point

. a date lor the meeting.

.. a good case lor changing the system. second thoughts about the proposal?

Are you ..

All of our proposals were

let/explain make/take tell/say

rna ke/remi" d take/set made/took havinq/ta ki og

dis ag reed/rei ectad

4 Complete the sentences with a preposition.

EXAMPLE: The meeting should be finished .Pj 3 p.rn,

I booked the foam. 1 p.rn

I'll see you

. Thursday at 11 o'clock

I'd like to hear everyone's thoughts, ,,' the proposal

tile ten people I asked, only one was against the idea

It seems like a good idea . me.

Can we move

to Ihe next Item

the agenda?

Most at the participants were, , .. , , favour of the suqqe stion

One twenty of the staff are unhappy with working conditions,

Could you look .tho minutes and let me know It I've forgotten anything,

I hope I haven't left anything

5 Write what you would say in these situations. Refer to the dialogues and notes.

EXAMPLE: Check that everyone has a copy of the agenda,

Has everyone .~~t-. ",", cory. a-P .t-ke, "'"B-0\J..a.7.

Suggest leaving tile next item on the agenda until the next meeting I'd like

Ask If everyone agrees that date of the next meeting should be changed, Does everyone

Ask Fiona if she is going to attend the next meeting, Are you "

Call a colleague to tell him/her what happened in the meeting, I'm just phoning

Tell a colleague that you are sending the agenda as an email attachment. l:v8 ,

Say that vou have one more point to make, Just

Ask what people think about the idea, What


6 Match the two parts of the sentences.

I'd like to I,eave point three _\a

The majority feeling b

You've all heard 0

Very few people d

Bad news e

I'll call you tomorrow f

Could you check the dates 9

If I don't hear from you, h

Any day except Thursday

are in ravour of the changes

and we can discuss details then.

is that people want to work shorter hours I'll expectto see you at2 p.m.

what Marla has said about this

until the next meeting.

suits me.

I'm afraid.

and get back to me

7 Complete the sentences with a form of the verb in brackets. Refer to the dialogues and notes.

EXAMPLE: Hi, John. I'IM. t-.vY!'-\:J. " (try) to arrange a rneutinp for next week

I hope it. I.

Inot cause) you any problems if we postpone the meeting . . (order) some sandwiches for lunch

. .. (misa] the last meeting

Isee) you in the conference rcnrn at 3 p.m.

[evervone/aqrae] with the proposals? Good, then let's move one Icall) to let you know what happened In the meeting

l'rn sarrv I ..

Hello, Anton I

1 don't think thatMarqarst Memo: Frieda.

e Iread) the report .

. Ifind out) about tree planting costs


lattach) the minutes from the last meeting .

. . . lhavc) saccndthouqhts about your proposals.

0' E.ntertaining and socialising_

Would you like tea or coHee? How do you like your cctlae? Can I have a soft drink?

Could you translate the menu for me, please? Do you have an English menu'

We're ready to order.

That was delicious.

Can I have the bill please?

So where do vou live?

In a small town not far from Milan.

Old vou watch the match on TV last night? Where are vou going for your holidays this year? We're planning to go to Italy

I've been invited to dinner with the Managing Director this evening. I'd like to take a small present Do you have any suggestIOns?

I'm sure she'd like same flowers

It's a formal dinner.

We're having an informal reception._--- __

-a Some useful phrases.

~~. Listen to the recording and repeat.

~'. Dialog~u~es;;;;.... ~1 __ .......... _

CoHee or tell?

0: /Would you like some coffee? 0: OQ you have any tea?

0: Yes, We do.lIla you take milk and. s u .oar? 0: No thanks

@: &a~ I have a solt dri~k, ~Ie~sel

0: Yes, of course. We have some orange [uit e and some sparkling water. @: I'll have an orange juice, please.

Translating the menU

0: I hope you like Russian food. ~et me translate-the menu for you" I recommend the set menu which isibo[sch' -that's beetront soup, followed by 'buqlarna', which is a kind of lamb stew cooked in spices - it comes with mashed potato and salad.

0: Sounds good. What about dessert?

0: There's a choice Df ice cream

O' I'm happy with that. Let's order

Ordering a meal 11)

0: {ps're ready to order,/To start, I'd flke chicken soup and my colleague would like the

grilled sardines

o Thank you nd far your main course?

0: [I'd like fried chicken and French fries and, was it roast duck and boiled rice? ~: That's right With a green side salad, please

o Thank YDU And to drink?

0: We'd like a bottle of sparkling water, please?

Ordering a meal 121

O. Are YDU rilad~ to DroeT1

0: ves please. I'd like the steak, please 6: How would you like It cooked?

O. Nledillm TaT~.,

0: Thank you. Are you having a startsr? 0: No thanks I'm in rather a hurry

Paying the bill

0: That was very good.fan w. have the bill, p[e8.e~' 0; Hem you are, sir.

0: ~XC-lis"m(l, but-could yalI-teJI me what this is fa. :

0: It's for the bread 0: 0:



Do you use milk and sugar?

beet soup

mashed potatoes Can I have the check please?

an appetizer Is tile gratuity inc/uded?

Would you like some coiiee?

You can also ask if someone would like a

d rink or s neck by usi ng the word with risi ng into nation:

More coffee? Tea 7 Sugar? Milk?

Do you take milk and sugar?

Also note:

How do you Itke your cottee? Just a little milk, please,

Help yourself to milk and sugale No milk for me, thanks.

Can I have a soft drink, please?

Soft drinks are non-alcoholic drinks:

fruit juices I nclude orallge juice, apple iuice. grapefruit iaice

! 'd prefer water.

Would Jlou like sparkling or stil! water?

Let me trsmtste the menu for you.

When yOI) need (3 tre nslation:

Could you translate the menu? Wllers that ill Italian?

Do you have all English menu?

... 'Borsch: that's beetroot soup, ...

Language for explaining the menu:

It's a speciality of t/IIS region.

WOllfd YOH {ike to try one of tile 'soc cia!s '.'I it's 8 kind of soup.

it tastes like chicken.

II S aelicicae. I recommend it.

We're ready to order.

Or the waiter/waitress can say Are you ready to order';

Can I take your order?

And for your main course?

Stages ot e meal:

I don't rer;lly want a starter. Can I see the dessert men,,'

Thank you, That was very gQod/deliciolis

rd (ike fried cbicke •...

Some methods: of cooking

roast (roast duck, roast beef) haired fboiled rice, bOI~ed potatoes,

steamed {steamed vegetables, steamed fisM grilled (grilled "rdines)

Medium rare.

Othe r ways of cooking steak: rsre. medIUm, wei! done

Can we have the bilfple.se?

The waiter might ask:

Would you like anytllfng else? Possible replies:

No, just a,e bill, please Another coffee, please

Excuse me, but could you tell me what this is for?

Asking about the bill:

Sorry, i don't understand the. bili_

Is service included?

We ordered one salad but VDU'lIe charged us far two

Dn yOll rake credit ci1rds?

Other useful phrases:

Can f paV by card?

How much do you normally tip? (nat a question we US(latfy ask the weltert}

... there's a cash machine just scross the road .

A Gash machine, cash dispe(Jst'ror' cash poirJ! (UK) = an ATM (Autornatlc Teller MachinellUSI

British/American differences


Do you take milk and sugar?

beetroot soup lIIashed potato

Can I neve tile bill please?

a starter

J5 service included?

Phrases for beginning meets.

There is no special phrase in English for starting a meal. If something is said, it might be bon appe#t or. in-formally. Lets sre-r.

If wine is served: Cheers or To your health Ceil' be used.

:-'0 D~~~og __ ue ...... s __ 2=-, _

Where you live

0: !Where do you live, Xavier? 0: In Sirqes. near Barcelona.

0: IOh, I know B ar celuna very well. It's one of my favourite Cities.

0: And mine. Sitges is a beautiful little town just along the coast from Barcelona I've lived there all my life .. t's a great place fa. a holiday but best to go out of season.

Starting a conversation

O' Ilia you se etne football match las! night? O' Yes, I did, I thouqht Owen played very well.

o So did I. I thought his first goal was fantastlc.jSO you like footbafi, do you?

o I quite like it I watch international matches and I follow my local team, but I prefer basketball

Family matters

o Where are vou going for your summer holiday.?

o I'm gOing to the French Alps with the family, We all wantto do different things, so It'S a great place for us. 'My SQn and daughter can go mounla1n biking And my partner

and I can go walking and play some golf. -

0> How old are your children?

0: Eleven and thirteen. What about you? 1P0 you have any children?

0: Yes, but they're all grown up They don't want to come on holiday with us any mare

Cu'ltura. advice

0: I've been invited to dinner With PAulo and Maria this evening but ~on't KnDwwhatj ito wear. I'd also like to lake a small present. Do you have any suggestions?

0: Just be caslIslfl'msure the 'd appreciate some flowers-and maybe something from

Scotland "

0: I've got a box of Scottish biscuits With me 0: That would be fine.

Sensitive issues

0: I'm looking forward to meeting David this afternoon 0: Oh, haven't you heard? He's left the company.

0: II'm sorry·to hearthat, What happened? I thought he was doing very well with you. 0: He was, but there were a few problems I'm afraid can't really go into it now, e: I!:"nderstand Tell me another time


Where do vou live, Xavier?

Note how English speakers etten u se a person's first name to be friendly and engaging. Note, however, that this is not appropriate in ;;III cultures.

Dh, I kffOW Barcelona very well.

A typical expression/response for keepinq a conversation going - some other possibilities

Oil, IVe been mere. Really' What's it like? Luck)' voot

That's a nice place to tille

Its a great place for a holidav ...

Some other ways of recommending (and nat reccmrne .... ding) somewhere for- EI holiday:

r always spend my summer Iwlidays there.

You mllst go there.

~ WDllldl'l 't ref:Dmmencr it

It isn 'r a good place tor a holiday.

Did you see me toetbstt match last night?

Not evervo ne likes footba II! So me other ways 10 open a conversation

How was tile weather when you left home? Have vou seen any good films recentlv? neve voo bought any souvenirs?

So you like football, do you'

Note the USB of the 'question tag' for engaging the other speaker:

Terrible weather,. isn't it?

You're working nex; week, aren't you? Liz is coming this evening, isn't she?

Where are you gn;ng for yoU! summer holiday?

Keeping the conversation going~ 00 vou travel a lot on business? Whq't are you doing at the weekend?

What are your first impresSIOilS of tbe IOw{!?

MV son and daught.r can go mountain biking, ...

Note some verbs which go with sports: go bikinglswimminglnd/{Jg

pley teliDis/goll/football

do 9Vmnasticslwelghtlilting

00 you have any childr.n?

Talking about your relatives:

My uncle/aunt work8d tor the companv MV niece/nephew lives in Canada.

My cousin is getting married next year

. .. I don't know what to wea, Some advice:

if"s very Ifllormal.

Wear sometfliflg casual.

Vou'l/ need to wear a co/Jar and tie What voure wearing is fine

I'm sure they'd appreciate some flowers ...

They'd appreciate ... means They'd really like

I'm sorry to hear that.

Other possible responses Really?

Thais a shame! I dOl(!' believe it!

... I can't r.allv gD info it now

When you would prefer not to say anything:

SarFI/. but / don·t really want to talk about it Do you mind if f tell you later?

Can we talk about it late.r?

J uuderstaffd.

A useful response to demonstrate that the speaker is happy to be told the news. another time, Alternatively:

No problem!

BrltishlAinedcan differences


foatbalf match summer holiday

;J brJx of biscuits Yau'll need rc wear a collar and lie.

American soccer game summer vacation

a package of cookies You'll need to wear {I shirt and tie.


Write what you would you say in these situations. Refer to the dialogues and notea,

EXAMPLE: Tell the waiter/waitress that vou would like to order your meal.

:0.e'vE; Y~00:y. .'ro .. ¢V0€;V, .i~.e: 0. F\:.g :\::~. ov:J,ev ..

You don't understand the menu written in Turkish Ask a colleague for help.

Order something to eat In a restaurant

As k for the bill.

Check an Item on the bill that you do not understand

Ask" business acquaintance where he/she lives

Say something about where you live.

Say something about your holiday plans for the year

You hear that a business contact has left the company. What do you say?

2 Complete the sentences with a preposition.

£j(JI.MPl[: How do you say that.. .i"" .. English?

What would you like, . your main course?

The yrilled chicke~ comes. . . fried patatoas

Help yourselves. Con I pay.

. . salad. . crenrt corti?

Sydney is a great place Where are you qomq .

I can't really go

a hotidav

. holiday this yeaO detail now

Can we talk

... it later?

3 Complete the phrases 1-8 with the verbs in the box and match them with a-h to make questions.


4 Complete the dialogue. Choose from the phrases in the box below.






Can I . kO\w'. -~_~ Do yau Do you ..

... all

if there is

Do you.

Would anyone like to Did vou .

What clothes should I .. What has

a 1 wasn't surprised

So, what's happening at work

c I thought she raallv enjoyed her job Fine, thanks


A: HI Nigel. (D
B: ®.
A: Same sad news I'm afraid @)
B' ®
A: I couldn't believe it @
B: CD 5 Choose an appropriate response.

Do you have any tu rkey? Do you take sugar?

.And for your main course? Excuse me, what's this for?

And what would you like to drink? How would you like it cooked? Did you play golf yesterday?

I can't really discuss this now

Would you recommend Elohlleh for a hoflday? 10 What's a 'tortilla'?

to David? Is he OK?

the basketball game yesterday1 the dessert rnenu?

credit cards?

sugar in your coffee? to the reception?

a cash machine nearby?

the chicken and veget~ble soup, please?

e Sarah "s leaving the company next month Yes, I heard that

How are things



.? @

Yes, I did,

It's a kind of bread I urderstand,

It's a service charge. Tea, please.

I'm very sorry, we don't. I'll have the chicken

Not really.

I'd flke'lt Ir',ed. No, thanks.

6 Which of the following sports and activities go with the verbs play and go. look the words up in a dictionary if you do not know them.

walking basketball

golf tennis climbing

diving snorkelling

badminton ping pong

volleyball hiking

cycling sailing



7 Complete the sentences using the words in the box.





My brother'S son is my My mother's sister is my .

My brother's son is my daughter's. My father's brother is my.

My sister's daughter is my.

8 Put the dialogue in the right order.

What are you going to do while you're there" Why Hereford?

It's a beautiful part of the world Where are you gOing

To the UK.

and we have same friends who live there. We're staying in a small hotel In Hereford. for your holiday this year?

We're planning to do some walking

and there are some excellent places to eat. Maybe next yea r,

You must go there

.cA, ... h, . e" ..

I'd like an aisle seat, please

I'd like 10 sit nexttu mv colleague. I only have one bag to check in.

I'd like 10 book a hire car for three days On! need an international driving licence? How woold you like to pay?

Do you take credit cards?

A Single to Munich, please

Do I need to reserve a seat?

Is the seat reservation included in the price of the ticket?

Do you have a double room for two nights?

A non-smoking room please, with a bath and a balconv, We need your credit card number to hold the reservation.

I'm calling from room 21.

The TV doesn't work.

The bed hasn't been made. I'd like to change my rOOI11.

I don't have any cash on me.

That's OK You can pay by credit card.

o Travel

-=--,_A Some useful phrases.

c.-et Li.sten to the recording and repeat.

:'" Dialog ..... ue.;;,_~s __ 1..._~ ........... _~ __

Checking in for a flight

0: Can I have your ticket and passport, please? Thank you. Would you like an aisle.

or a window seat?

0: I'd like an aisle seat if possible.

0: OK. I have given vou a seat in the exit row. Is that all right?

0: Yes, that's fine. Thanks. And I'd like to Sit next to my colleague if possible. 0: I'm sorry. We don't have any more seats together. Could you talk to the cabin

attendant when you board the plane'

Hiring a car

0: HelloJl'd like 10 book a hire car for three days from March 14th-17th, please.

Do I need an International driving licence to drive here? 0: No, but there is a charge for an extra driver

0: So how much will it cost in total?

0: $300. ,How would you like to pay?

0: By credit card, please.

Taking the train

0: jA single to Muniel., please. 0: First or second class?

0: First class, please.

0: OK. That will be 70 euros. Please sign here. 6: Do I need to reserve a seal?

0: No, the seat reservation is Included in 1I1e price.

Booking " hotel

0: Wellington Hotel Can I help you?

0: Yes, I've been trYing to book a room on your hotel website but I can't complete the


0: Sorry, sir. I can do the booking for you.

0: Thank you. I'd like 10 book a twin room for two nights, the 12th and 13th 01 June. 6: Just one momenti'll check our availability. Can I have your name please?

0: Yes, it's Cook. I won't be arriving until 11:00 p.m, Do you need my credit card

number to hold the reservation? 0: Yes, please.

Che,cking into a hotel

6: Hello, I have a reservation in Ihe name of Perry.

0: I'm sorry, I cannot find a booking in that name. Did you book the room yourself? O' No, my company, Carditis, booked II.

o Ah yes, here it is.fould you fill in this form, ple as e? Would you like a smoking or ncn-srnoxinq room?

0: A nur-srnokinq room, please, with a bath and a balcony if possible

0: We have a non-smokinq room With a balcony on the lOth floor, EnlOY your stay.


Would you (Ike an aisle Dr s window sf'af7 Seating preferences

I'd prefer an 81sIe seat.

I dorJ 't realty want a miridle seat Do you have a seat in the exit row? I'd like tD change my seat,

... J'd /ike to book a hire car ...

Useful phrases when you need to hire a car Is there a charge for an extra dnver?

Does It include insurance?

Where do I return the car?

00 you need mv dn\iing licence?

How would you like 10 p.y?

Other lanquaqe for makinq payments How do VQU want to pay?

Are VOLI paying bV cheque/crediVdebit card'; I'd prefer to pay in cash.

A sirryle 10 Murrich, please, Usefullanquaqe at the ticket office:

f'd like a first class return 10 Londorl, pteese WIJiCll platform do I need?

is there a buffet car?

Do I need ta reserve a seat?

More lanquaqe for making reservations:

Do! need to book ill edvence?

A(e seat reservations compulsory?

I'd /ike a forward/backward-facing eeet. Will the train be crowded'

I'd like to book. twin room,,, Some hotel room options:

A daublelSingle room.

A quiet room with a good view. A suite with 8 balconv-

An en suire room. [a room with a separate bathrcornl

A shared bethtcom.

I woo': be arriving urrt1'l11:00 p.m.

Altern atively we CClIl sav:

I hope to be there by 11"00 p.m. I'm hoping to eaive bV 11.00 p.m. I ,·/wulrl be ,""'" by 11:00 p.m.

... I have a reservation in the namB of Perry..

When you arrive at the hotel, you CiH1 sayMy name is (Mr Perry).

Do you neve 11 tesesvetion tor a (Mr Perry)? The reservation was made by mv company.

Could yvu fiJI in this form, please?

Some hotels might not ask you to fill In EI form:

/ just need your passport Just sign here, piea-se

British/AJllerican differe .. ces

British 8 hire car

Amer'ican a rental car

(I nan-smoking room a no-smoking room

(I double/single roam Note: hotels in the US use varying terminology but these are usua I;

a single = room witt, one double bed

a double = a room witll two double beds

(I cueea = a roam with one queer] size bed a king == a room with one king size bed

Note: this phrase is not

used in American English

We Ilave a non-smoking room with a balcony

on the lath floor.

Note that the 10th floor in the UK would be the 11th floor in the US>

UK Ground floor US First floor

an Bnswte room

UK First floor

US Second ttoo:

I illst need to see your passport

Americans usually use their driver's license or a special !D card for identification

Other useful travel vocabulary

Platform 1 Track 1

Single ticket Return ticket Undergmund

One-way ticket Round trip Sl.ibway

Some UK - Us. spelling differences:

driving licence/driving license. centre/cetner. che-que-/ched, c%urlca/or; th~atreltheatpr, trallefler/trall.eiet; favour/favor; defenceldefen5e~ fu/fillfulfi/( practis8Ive,bl/praotisel".rb and noun)

At the check-in desk

0: Can I see yaur hand luggage, please? Q. II just have this bag and • laptop,

o Could you put them on the scales? l'rn atraidfhe bag will have to go in the hold, Q' Is that really necessary? It's very small

0: I'm afraid SO.

A flight delay

o I'm sorry Ca rm en, but I'm not going 10 geUo the m.eting on lime, Ths rs wa s a delay corrinq into the airport arldll've iust missed my connection, II I'm lucky, I'll get a seat 011 the flight that leaves in hall an hour

Q DOIl't worry, as long as you're here for the atternnun session, it doesn't matter too much.

0: Tha n ks: I'll let yn" know ·if I don'i manage to catch the flightLothe rwise expe ct tu see me about 12:30- in time tor lunch.

~>o Dialog.;;;;.LJe.;;..,-s~·. ~2.-..........,._ _

A tight connection

0: Excuse me. I have a connection to Chicago at 5:00. Am I going In make it?

Q: Yes~ there will be 3 minibus waiting at the gale to take you to terrrunal B. There shouldn't be a oroh'em.

0: What about my luqqaqe? I'm worried that my bags won't make the connection even if I do.

Q: Don't worry, the minibus will take vou and your luggage. There are some other passengers who also have tight connections

0: Thanks for your help. fll keep I11V fingers crossed.

Abatel mill-Up

0: Hello, Reception

Q: Hello, it's Amanda Lin from Room 205,.1 asked In. a non-smoking room hut someone has Ileen smokm~ ill this mom Oh 'Ies, and the 1\1 dcasn't ~lGrk. Also the," are no drinks in the rninibar and the bed hasn't been made. I'd like to change rooms.

0: I'm very sorry, madam I'll organise a different room for you and send someone up immediately to' help VOu With your luggagec

A pay.mentproblem

0: I'm sorry blltjwe need some identification If you'd like to pay by credit card

Oc Oh,l don't think I have anvidantiflcatmn wnn me andtl don't have enough cash, I'm sure I paid by credit card last time I was here

III Yes'liNe do accept credit cards but only if the bill is under 100 euros. I'm afraid it's a s~c",ity nM.

Q: I understand. Can I pay 100 euros With my card and the rest 10 cash? 0: Yes, that would be fine.


I asked for a non-smaking roDm Other complaints

The TV doesn't work

The air-conditiDfliflg doesn't wnrk. tte very smoky In tire rcom.

The mom is very dustvldirtvlnoisy.

the bed hasn 'f been tnetie.

Note the use of the present perfect passive:

The room hasn't been ctesned. The bins ha ven 'r been emptied

Compare with the simple past passive:

Tire room was cleaned this morning . The bins weren.'( emptied yesterday.

. we need SOme iderrlificatiorr " Some responses

What kind of identification do you need? f don't beve my pessoon on me.

I've left my dor;uments Dehind

'IUSl have this bag and a laptop,

justmea .... s Qrt/yin this example Other examples

I just need five minl/tes.

I jusr need ro check your vise.

'" the bag will have to go in fhe hold, Problem.'; with hand luqqaqe

It can go under my seat,

Can I put it in the overhead lockers? {(s too large to go in the cabin,

It's fragile

. ,' I'm not goillg' to g8t to the meeting on time, Of) time means exactly on time,


nl be there. In time for lunch. (just before lunch) t won't be tswre in lime for Petra's talk. ~ but! will be there}

.. rite just missed my (;onrrBcticJU.

Catchinq another flight When s the next flight? Where is the chf!ck-in desk') Haw far is it to the gate?

t'tl tet you know if I don't mlmage to catch the flight, ""'

Notice how we ca n use manage:

I ios: managed to catch the flight.

I hope yew manage with all your luggage - it looks heavy.

Can you manage? Can I help YOIl?

, there wilt be a minibus waitiuy at the gate ...

Makinq sure you catch the ffiqht:

tm worried j won't make the coooectioo. Are vau sur. I'll make it?

Vou't{ IJifVe to hurry,

('II keep my fingers crossed.

If you want to wish someone else good luck say

Fingers crosseo! Good Ii./{:kl

", f don't tieve enough cash.


file Dilly got twelve thousand von. rile spent aN my mOfUW

I'm sorry to ask, but can you tend me some money?

... we do accept credit cards .. ,

do is used here for emphasis - don't overuse it. We would normally sav:

We [) reept credir coats

British/American diHerences


lite hold

ovemesti lockers The bins .haven't been emptied, J'veleftmv documents behind


the cargD compartment ovemest: bins

The wastebaskets

ha ven't. been emptied. I left my document: behind

{American English usually uses the simple past tense.} cam:efed

cancelled Ip65)


Complete the sentences with words used in the dialogues and notes. Write the words in the grid to identify the European capital city in the shaded vertical row.

Sorry, I wanted a return ticket, not a

I have a , , In the name of Tiller,

I'm keeping my fingers, d We neerito see SOme,

If I'm very,

, that !'II make my flight connection .. - a nessoort, a drivinq [icence.,

, I'll catch the flight

I thought the room was en surte. I'd prefer not to share a

I have a superb room with a south-facing ,l::>""t-v,y"Q~"

I asked for a window seat not an , ,

It took SO long to clear passport control that I ,


my flight

2 Write what you would say in these situations. Reter to the dialogues and notes.

EXAMPLE' You are at the flight check-in desk, The check-in assistant insists that your hand luggage needs to go in the hold?

IS,t:V"",,-,+-, "ecE':SS",v,Y? ,I\-:'sveyy lijV,t:/s,,:,,,;;1l ,e\-:c., , Tell the airline check-in clerk your seating preferences

Phone a hotel and book" double room,

You arrive at your hotel. What do you Soy to the receptionist?

Phone a colleague to say that your flight has been delayed

You have a tight flight connection Explain your problem to the cabin attendant.

3 Complete the sentences with a preposition.

~X~M~li: Illon'\ h""e mv passpon ."'\1. . mo

Please fill . the registration form,

Was the booking malle.. the name of Kerry?

Is there room for your bag your seat?

The flight leaves ..... hall an hour .

Someone will help you ~a I don't have enough h I'll let you know if'G I'm worried that d

cash on rna.

I won't make the connection by 3 p.rn,

with your luggage

I'd like to hire a car

. a week.

If we leave nnw, we should be there time

I asked for a room

a bath.

Unfortunately, I don'! have any identification me

4 Match the two parts of the sentences.

I won't be arriving

I'm hoping to be there I'd liketo pay

I would like

a non-smoking room, please,

F I manage to catch the flight

g until 3 p.rn,

h by credit card

5 Write alternative expressions. Refer to the dialogues and notes, EXAMPLE: Is it necessary to reserve a seat?

1)", l . \1..<:: ~0 . t-.<1 . Y!'.': S~yyg .. 0 . .s.e.0.1-:?

Does the price include a seat reservation?

I'll arrive at 11 p.m. or later.

I'd rather pay In cash

A car will be waiting for you outside the terminal

I'll call yau if I don't manage to catch the flight

6 Rewrite these sentences in the passive. "''''''PLES·. No-one na, mao8 the bed.

Th(": .p.e.,A.h<'l.s't't- \:);ee'l IM.<'I.A.e, ..

No-one told me about the fight delay

I Wqo,S'\'t h:)I.,A .. 0,'\).o(.l.t- t-he: flt8.I.:I.1-: .,Ad",y, They put my luggage in the hold.

No-ons has cleaned the room today.

Someone has already filled in the torm.

Someone booked the tsx: last night

They cancelled my flight

They qave me a first class ticket

7 Match the statements and questions with the responses.

Can 1 have your name, Please?;;;,\_ a

I.'d like, to book a room for Tuesday night b

I hope you catch the flight c

I've missed my cormaction d

Can I pay by credit card? e

The TV in my room nnesnr.wurk f

What kind of identification do YOl! need? g

Where do I need to Sign?

A single or a double? When's the next flight?

rII send sorneoue to look 21t it:. Yes, of course.

It's Ahmed Salem.

Can I see your passport, please? Hel'e, please,

Thanks. Wish me luck!

e EmaHing __ --------:. ~O

Some useful ph .... "" ...

Listen to the recording and repeat.

HI, Jaana. Hope you're feeling better.

I'm afraid I won't be able to see you on Thursday Let me know when you're next gOing to be in town Look forward to hearing from you

Speak to vou later.

Your training manager has asked me to write to you. lt's about organising language training

I'll call you at the end of the week

If you have any queries, please call me,

Many thanks for helping Dot with the conference,

I would like to apologise for the problems we had. let's hope we have better luck next time,

I would like to invite you to lunch next week, Are you free for lunch on Friday

Let me know if you call come

Many thanks for the invitation

I'd lave to come.

We are sorry 10 infurrn you that Raj Singh has left the company I was very sorry to hear about Ha]

Please pass on my best Wishes.

:-0 Message.;;;;.;;;..s ....;,1_...... ........... ........... _

A first contact

Deer Ms Hamae

Your traininq rnanaqer, Piotr Murawaka, has asked me to write to you about orgtifli"ing proressionellanquece ltair1.ing for your company either in Poland find/or ill the UK.

I will call yOIJ et the end of the week bllt, in the meantime, if you have any q<J!;'ries. please call me 011 09809 or send me 13 11 emeu

Yours sin~erely

Esther White

A formal message

Dear Colleague

I am writing to inform you and vou r start that we are r eloce lir~~ Our ctttces to Pisa. We; wi~1 close on 2 November nnd will reopen in om new premises on 1 Dace-moe;

We will contact you again in the near future

Best regards

Dur-can Hoe

EveoydilY matters

Hi Jeane

Hope you're feeling better. I heard trom Jack that you hod flu.

I'm sorry to s.JY 1h;)1 1 have a problem next week, Tina's 011 hoboav and l ha v e to cover for her so I won't b-e able to see yOLI nn Thursdev. I'll (;<311 you later and we can arrangB an alternative date.

Speak to you later


A future meeting



It was good to see YOlJ again last week. Let' rrie know when you're next goirlg to be in Sa~zbl,Jrg end we'f arrange a nigtJt (Jut. There are some excetlenr restaurants here. I rook forward to hellrif"[g from you.

Heqa rrls



Hape vou're feeling better.

Some other ops1ling phrases:

JUSl 10 let you know tliat n Sotrv to hear about Thanks for the message.

... / bsve to caver for her ...

to cOlier torrneans to do sorneone's job while ths person 15 away.

Whos covering fol' you?

We're sa sbort-ststted that there is no-one to cover for me

Dear Ms Hamza

Use Dear-with the parson's title and Surname when you have not written to the person before or when you have a formal relationship. If you are in doubt, it is better to be rue ref, rather the n less to rm031 c

... if you have any Queries, please calf me .

This phrase is quite often used at the end of an email. Also:

If you have allY questions, oteese eel; me.

Yours sincerely

In formal ernaus. we can use the formal letter-writing phrases:

Sta rt: Dear MslMr/Mrs Pringle End: Yours smceretv

Start: Dear Sir/Madam

End: YDurs faithfully

D-eilf coile-agua

The use of a word like cDlleague is used

when writing to an identifiable group in more formal correspondence. It can be sinqular or plural. Note also:

Dear friend(sr Dear member(s), Dear All, Dear Sir/Madam (when you do not know the name of the person you are wrH-lng to)

1 am wrjti"g ro infnrm YDU ...

Full verb forms (s.g, I am writing) are often used in formal cornrnunicatlons. Note the lass formal {and more common) alternatives: t am writing (I'm writing) to inform you

/ am sure {I'm sure) that we can be of help

I will .oall/I'II calli you at the end ot tne week. We wi!! (We·JI) contact VOLI again.

Best fegafds

(With) best regards is a very Com rnon way '10 end an email and can be used in formal and informal contexts. There are manv other WByS to end, e.n.:

Regards, Best wishes, Yours, All the best

Hi Jsen«

The common informal way to begin an email, You can also simply use 8 person's name at the beginning of a message

(see A future meeting exarnnle uri page 68),

Speak 10 you leter

Phrases to Indicate that you will be In contact later'

I'll send you a message later.

CaN me when you get this messeqe

tet me know when you're next going to be in Sa!~b"rg " ..

A friendly note to end. Some alternatives:

YOU mU81' visit us again soon It was great ro see you.

5Be you again sooo.

I look forward to hearing from you.

Note th at we say:

/ took forward tD hearing from you, Although quite formal, this phrase is very often used in emails. Also common:

l loo« tOIW8rd to meeting/seeing yOU.

Bri'tishlArnerican differenoes

British Am,e,rican

If !'au have ,my Queries .. _

[The term Queries is not used as trequenuv i.n American Eng(ish as it is fn British SngUs.h.

Yours sincerely


Saying thank you _11_1~_~_ -- ~


Many thanks for helplnq w-Ith the conterence J'm very s.orry mar 80 I~\N people carne on Saturday -let's riot orgfl(1is~ th,. finSI session in tli!3 middle of a public holiday next veer.

Anyway let's hope we have better luck in Yokcharne. Take cere


Saying thank you (21

Dear Mr ReZii

J am writing to thank vcu for YOur acti v -e participation in aur conference. YOu reattv helped tc make l11e event a grOllt success

I would like to apologise fer the poor attendance at the Saturnav arts-moen session Wher1 we ptennad the- conference, we did not rCLlI iss thai it dashed with the World Cup finalsj

Once aqain. manv trmn'K~ .'lno I iDOk torwaro ic seeing you in lio\:ot1am3 next veer. BLC'st regard"

Lucy LQ Kit

An in .. itation :1'"


Hi Joh-n

1 would rlkt5l romvue you to U", our guest at the. Br.;l:'lrIBdl Grand Prix in M.:m::h, The event is DE;ing held <H lnterlaqcs ar1d we would like you to j011l us for lunch [II the Ir<ld,: and for an evening dinner ill Sao Pe u 10. Let me know if you can attend.

Look torwa rd to hearing Frorn you

Best regards


Ac<:epting an invitation ".':IB

Df.:li)r Pedro

Tnenks for the invitation. I'd 'ove to come and I look forward to aeeinc you then Please send me uetafts of the event when YOLI have them

Besrreqerds .John

Declining an invitation ~'~ --

D~11'r Pedro

Many thanks for vour kind Invttatlon to ettend the Grand Prix, tmtcrtunatelv, ~'II be abroad on that day 1'Irl(f I won't be able 10 make il. I hope the event gees. wei! for you. eno I look forward to sea-ing you 30LH!

With best reqards



I'd love CO come ...

An informal enthusiastic response 10 an invitation. Some others:

Ihat wo.uh:lbe great That'S a qree: idea .

nt really look totwero to it

Please send me det8Ns Dr the evenr ...

An event is a special occasion.

115 going lU be a very special event. II took J long trme to plan the event

Many thanks for YOlfr kind invitation ...

Using a W(] rd such as kind em phasises th E;! INarmth of the thank VOIJ:

It was very kind of you to invite me Other ways of saying thank you:

Thank V-ou for your excellent presentation. M,my thanks far the beautiful flowers

Unfortunarely. I'll be abroad ...

You can avoid saving sorrybv using unfortunately.

Unfar1tmatety, I'm going to miss the presentation.

/ won't be there, unfortunately.

I bope the event goes well for you ...

A friendly rernark when you cannot attend H meeting or event:

I hope it all goes wel/. Good luCk. with everything.

I hope (II be abjg.1Q cams next time .

Many thanks for helping

Friendly informal thanks. Note also:

Once again, many I/Janks. Very IIIc1f1Jl thanks!

... a public holiday ...

In the UK, public holidays are cettec bank holidays.

Anyway lets hope We have better luck in Yokohama.

Afrywav is often used wh en we want to make a different point. to move awsv from what we have just said

AnLfway, ~ don't WiHlt to think .about it enyrnore. AfJYwav, that's af!! W<fmted to say.

Take care

A. phr'2.s8 rlQrma\\'1 -Dill'! used. when t2,\l,;,irv;J to good friends. We do not use this phrase or others such as Be good, Have funl, LuckV your with Our more 'formal business contacts!

I am writirrg to thank you for, ..

Fairly forrnallanqusqe far sJjlcng thank you. Note also:

We really appreciate aN your tielo. We're lIerv grateful for y.our help

I would like to apologise ...

A formal way to apologise. A more informal phrase:

I'm very/reallv sorry aboutit:

... it clashed with the World Cup finals!

When two appointments in a diary clash, they happen at the same time,

... we would like you to ioin us (or lunch ...

Note the other formal lanquaqe used in this email. To be less formal, say:

Can you come to tile Grand Prix? I hope vall can came tD tuoc» Please came.

let me bmw it you carr ettend.

A less formal way to s.sy this is' Let me know if YOII can flHl/(e it

British/Ameno,," diffe","ces

British realise

bank holiday


realize legaVnation.llpublic holiday



~-o Message,;;.-cs;:,..··. ;...3 ...__


;;', El

Dear Serge

~ have just heard from our French office that they are h<i.ving problems arranging the me.Ming in Paris next week, There is " problr::m with a.ccornrno~1ation as there is . e l<lrge trade fair on at that lirne_ All HH, rioters ar a fuu. 'Do you have any s.uggestions?

Best rcqatos


Good news

Dear Eveline

Good news! We've uot.the RX contract! Thanks for all your hard work On this. It would be good to ge1 together scmetfme next week to talk Through some details. I'm free all O;;lY 'tuescev and wednesdev after no en

Let me know a tirne that suits YOLI end I'll set up a· meeting. Regards


A gene-tal announcement :""!~

Dear Friends ano Colleagues

This fs to let you know that Will Pick is leaving the cornpanv on Wednesday 3 Apri I. As rnenv of you know, Wilfred has worked for US for more than twenty years, L'm sure that VOU wiJJ wBnf to join us In w,ishing W;JfTed gl}cd lucH in Ilis- !'I81tv jDb. Wr, wil! be organising a reception for him in ihe canteen after work an his last day and we verv much hope that YDLJ will be able ro come

Yours sincerely

Tara GmO

For information

Dear Rosa

I am sorrs 'to inl'l)rm you that I wlll be off work for two weeksv es I hava to go into hcsplta I for a r outina oocraticn. ~ expect to be- b-ack in the otnce on 30 March. Helena Rallis will be covering for me while I am ewev, so please contact her if yOLJ need anvthinq.

Best r~gards


Passing on good wishes :11"

Dear Helena

I was sorry to hear about Stavros. I am S1J re that he 15 keen 10 gel back to work but lei I

hi III to take his lirn-E" I

Please pass on my b .. st wishes, Reg<9rd~

Rosa Fuente



... rhey are having problems arranging the meeting ...

Problems and difficulties We're having same diffieulties. There's a problem

tt's difficult to srtenqe.

Df} you have any suggestions?

Looking for a solution Anv Ideas?

Du you have any ideas? Haw can we sort it aut?

How can we 'so/ve' !/,e problem:;

Good news!

Some enth usiaauc respo rises to good news. What good news!

Tnets great news!

That's teotsstic/escettent news.'

lt would be good to get toqether sometime next week ...

To get tDgether means to meet. (A getIDgetheris an 'mforma1 rneennq, maybe a party). Other ways to suqqeer a meeting:

Let's meel next wE'ek

Let's meet up in the near future. We must arrange to meet up soon

" m set lip • meering,

Another WdY of saying this: /,11 arrange/organise 8 meetinc.

This is 10 tet you know rhal .""

Use This is in forrnal messages to refer to the message yow are sending:

Ibis is to fnform VD~J ltiM tbe package wi/) be tete.

This is to remind you to cos; Vera-. lntorrnal alternatives

Just to te: you know that tile package will be late

I'm just writmg to say that

tm sure that yOll will waITt to [oie us in wishing Wilfred good luck ...

Note the use of join In formal l11e55.<1ge5. I hope vou can jDin us for dinner.

Please join as in the evening if you can

I am sorry to intorm you that ...

Less formal

Sorry to rell you that."

J'm wriling to let VOil know tbs: .,. I'm afraid} 1'8118 same bad neWS.

... I will be off wark tor twa weeks£ Some alternative expressions:

She 'It be.on sick leave Slle7i be away from work" She'll be at home"

I was sorry to hear about Stavros.

Expressions (If sympathy:

f was lIery sad to Ilear the news Ever'fone was very upset about it. We'lf miss him.

Please pass on my best wishes.

Some ather sympathetic phrases:

I'll be thinking Df !Jim

We hope he gets wef! Soan.

Please pass our sincere condotences to his familv. (whe n 30m eo no has died)

British/American differences


gD into hospital

Haw can we sort it out?


go into the hDspital -How Cfjn we figure it CHJt?

Expreasiorrs of sympathy

There are not really any major differences between British and American Enqllsh when expressing sympathy. in both, the level of formality used wiJ I depend On how well YOLl know the people concerned.


Com.prete the sentences with a preposition. EXAMPLE: She's .Q':'\,. sick leave.

We will contact you again . the near future.

I look forward .... hearing from you.

I'll call you. . the end of the week.

Please call me .456789

Many thanks. all your help.

Good luck .. everything.

I'm covering. . Raj while he is away.

He will be .. . work for two weeks due to illness.

Please pass . our best wishes to him.

We would like you to join us

. wishing Wu San a happy retirement

2 Some of these phrases are used formally and some informally. Tick the correct column.

formal informal

a 1 Dear John
2 Hi John
b T r am writing to inform YOLI that ...
2 I'm writing to let yOLI know that.
c 1 We're having a get-together.
2 We're arranging a meeting.
d 1 I would like to apologise for
2 Sorry about.
8 1 let me know if you can make it.
2 let me know if you con attend.
f 1 I would be very pleased to come.
2 I'd love to come.
9 1 This is to let you know about
2 Just to let you know about. 3 Write the sentences in this letter in the correct order.

Dear Mr Green

Members of our sales team will present the service After the presentation

We would like to invite you to the launch of

and there will be an opportunity to ask questions. there will be dinner in the main restaurant.

our new courier service on 6 March

I very much hope that you can attend. at the Grand Hotel at 6:30 p.m.

Best regards

Peter Pod

Pe+ev P""t.

4 Complete the sentences with the verbs in the box, Use each verb once onlv,








EXAMPLE' I'm writing to ;"+¢Y.""l . you that the conference has been cancelled.




Your training manager has asked me to ..

rou ,

I'd like to

you at the end ot the week. you're feeling better.

. . visit us again soon

... you for all your hard work. . us for lunch on 19 November.


Can we .. together sometime next week1

I'm sorry Peter has left We'll ali him. We were very sad to hear about Hubert. Please ...

Just a short note to let you.

. . what's happening.

5 Match the two parts of the sentences.

I am sorry to. inform you that I ~_ a

I'll Gall you when I b

Let me know when you are next c

I'd like to thank you for d

I look forward to e

I hope that the party

Unfortunately, the event clashes with It was very kind of you

I need to tell you what is

. to YOLI

on OUi condolences .

hearing all your news. goes well.

all your help.

(going to be) in London.

will be out 01 the office next week to invite me

happening next week.

get back to Cairo.

an important meeting.

6 Rewrite the phrases and sentences in a less formal way.

EXAMPLE: Dear Tomas

We will contact you In the near future

We would like to thank you for organising the conference

Please let us know If you can attend.

We trust that you will be able to loin us for dinner.

I will call you at the end of the week.

We wish you every sueC8SS m the tuture

7 Complete the sentences. The first letters of the missing words spell a ward you will "appreciate".

It would be

Please pass on my best I would like to


We are organising a special I look

I can't come to the party, Let's hope we have better

if you could come to the partvl to everyone.

for the problems with the arrangements. care!

at the end of the year. You must cnmel to hearing from you

I ..

next time.


Telephoning Dialogues 1

I'd like to speak to Max Reed, please. HI Max. Simon here.

I wanted to run throuqn some 01 the arrangements. Sorry to keep you waiting.

Would you like to leave a message?

\'II get someone to call you when they gel b~cl\ I understand that she is looking after Sales. Marco Stam is on parental leave.

1'r11 alraiu she's oot her" at the mom801. Have we covered everything?

Anyway, thanks for calllnq.

Dialogues 2

This is Ann Forsell's voicemail

It'5 about the meeting next month. I can't make It

Can you talk?

I'm in a meeting.

I was just ringing to check the time lor next

week's meeting

Sorry, I can't hear vouverv well. I'll just go outside,

II you are calling about an order, please press 1.

2 A company visit Dialogues 1

Could YOLI 18111118 how to get to your office from 'nere?

Atter about two kilometres, you'll see a garage

an your right.

Park in one 01 the ~isito,,' spaces I'm calling from a service station.

Take the first left after the service stauon.

Your language

Carryon for three kilometres

I have an appointment with Hans Ekburg. 00 you know the huildinq?

Mr Ekburg's office is the fitth on the right, along

the corridor

Hello, John. Good to see you again. I'd like you to meet Lera Berman. Did you have a good journey?

Dialogues 2

We're in the label business

We employ lust over 5 000 people worldwide It's growing all the time.

Tell me more about your rnailinq business We're a private limited company.

How lon9 have you been on this site? When was the curnp mv set up?

Let me show you around the office.

An open plan area.

I'll introduce you.

llialnquas 3

We're the second larqast manufacturer in the country

As wall as supplying the car industry, we sell

glass fOI' buses and aircraft.

We run a so-called 'shopping search' website, You can compare prices from various shops

In my view it's far more secure

In terms QI sales by region

North America accounts for 15 per cent The Chinese economy is booming.

We cannot corn pete with them on price. We are well known in the market. Transport costs make it very unprofitable.

Your language

3 Job information Dialogues 1

I'm responsible for new product development I report directly 10 the CEO.

What does that involve?

It sounds challenging

I hear you studied in Finland'i I did a degree in Engineering.

I was very interested IrI the Job I usually cycle to work

Are the hours flexible?

Ilike e,tlng in the company canteen. Excellent communication skills are essenrial. Absolulely

We should advertise with an on-line recruitment


Dialogues 2

The otmO$pher~ is very fBloxerl. Everyone is on first name terms. Don't you find it very hot there? I have no regrets about moving $50 000 a year plus commission. The cost "f living in Kazakhstan. The level of local salaries. Neither have I.

The company really looks after its people. I have fr88 use of the company gym Promotion prospects are excellent.

How has the takeover aHected the company? About 300 people are going to lose their jobs. Quite a few WBot to take early ,eti(en1ect. There are no compulsory redunriancins

Your language

Dialogues 2

Turnover rOSE! in the year to April by 11 per cent Profits jumped by 20 per cent

These results qrve a misleading picture. A 'one-off profit.

We're currently predicting a slow down. Analysts are forecasting an upturn.

We're looking at a growth rate of between 1 and 3 per cent

As you can see from the qraph, sales have

Increased considerably.

Sales picked up in February. Sales reached a peak in August

Tile closure of our Lufwa plant in January accounts for the sharp fall

Sales have continued to decline.

II vo« compare this 'siK-moMIi period, (liere has been very little change

4 Presentations Dialogues 1

It's good to see you all here.

I'd like to talk about our future plans. First I'll describe Our study programmes That's all I We ntcd to say

That leads me 10 my next point. So, next year's budget.

I'm afraid I can't soy.

I didn't catch the question Could you bear with me? Sorry. where Was I?

Vou were just about to tell us some interesting


As I mentioned earlier,

I'd like to finish by thanking you all You are very welcome to contact me.

Your language

5 Meetings Dialogues 1

I'm trying to arrange a meeting for next week. Can you make Tuesday?

Is Juan coming by ti,e way? It should be finished by 3:15.

Just In case the meeting overruns. H% -didn't W?lnt iD m\ss ~\)e lneetm'Q.

I'd like to come over' to Poznan next week

Any day next week except Friday would suit me. Could you check with Alex and get back to me? I'll order some sandwiches.

Otherwise I'll see you In the office at 12:30.

Dialogues 2

Could you take the minutes, please?

I'd like to leave item lour until the next rnaetinq Call we look at Item one?

What are your thoughts on this?

I was asked to find out what the people in my department thought

The majority feeling was in favour.

Of the fifty people I asked, only five did not like

the idea

DOES everyone agree? Is that really necessary' I suppose you're right.

The other point I wantto make is this. We must really avoid this in the future. That's not true

Dialogues 3

I'm just phoning to let you know. Bad news 1'111 afraid.

What reasons did he give? short-sighted

I thought I should lei you know immediately.

Anton has been having second thoughts. He now thinks we've made a good case.

I'll call you tomorrow so we can discuss details. Here are the main points.

.laroslav to produce a questionnaire.

Juliet to research costs for proposed building


No decision made

I've attached the draft minutes of the meeting. Check if I've left anything out.

6 Entertaining and socialising Dialogues 1

Would you like some coffee? Do you take milk and sugar? Can I have a soft drink?

Let me translate the menu for you. Borsch - that's beetroot soup. Were ready to order.

And for your main course? I'd like tried chicken. Medium rare.

Can we have tile bill, please?

Excuse me, but could you tell me what this is for? Do you take credit cards?

There's a cash machine [ust across the road

Dialogues 2

Where do you live, Xavier?

Oh, I know Barcelona very well It's a great place for a holiday.

Did you see the football match last night? So you like football, do you?

Where are you going for your summer holiday? My son and daughter can go mountain biking.

Your language

Do you have any children? I don't know what to wea r.

I'm sure they'd appreciate same flowers. I'm sorry to hear that,

I can't really go into it now. I understand

7 Travel llia\oQues 1

Would you like an aisle or a window seat? A seat in the exit rOW.

I'd like to book a hire car How would you like to pay? A single to Munich, please. Do I need to reserve a seat? r d like 10 bDOk a twin room.

I won't be arriving until 11:00 p.rn.

I have a reservation in the name of Perry. Could you fill in this form, please?

We have a non-smoking room with a balcony on tile 10th floor

Dialogues 2

ljust nave this bag and a laptop. The bag will have to go in the hold.

I'm not going to get to the meeting on time. 1''11';2; iust mi~s~d m'}l cnrlr.e-r.flOrI

I'll let you know if I don't manage to catch the flight There Will be a minibus waiting at the gate.

I'll keep my fingers crossed

I asked for a non-smoking room The bsd hasn't been made.

We need some identification.

I dG~'t have en(ju~h cash.

We do accept credit earns.

Your language

B Emailing Messages 1 Dear Ms Harnzs

If you have any queries, please call ms. Yours sincerely

DBar Colleaglle

I am writing to inform you Best regards

Hi Jaana

Hope vou re feeling bette r. I have to cover for her. Speak to you later.

Let me know when you're next going to be in Salzburg

I look forward to hearing from you. Regards

Messages 2

Many thanks tor helping. A public holiday

Anyway let's hope we have better luck in

Yokohama Take care

I ar-t writJng to thank you. I would like to apologise.

It clashed with the World Cup finals! We would like you to join us for lunch. Let me know if you can attend.

l' olav" to come

Please send me details of the event. Many thanks for your kind invitation Unlurtunatelv, I'll be abroad

I hope the event goes well for you

Your language

Messages 3

Thev are having problems arranging the


Do you have any suggestions? Good news!

It would be good to get together sometime next week.

I'll set up a meeting.

This is to let you know that Will Pick is leavinq the company

I'm sure that you will want to join us in wishing Wilfred qor dl.rck in his new lob.

I am sorry 10 inform you tl181 I will be off work lor two weeks.

I was sorry to hear about Stavros Please pass an my best wishes

Your langoage



a leave b hear c hold d keep e call I want; press 9 get h say i hang; try

Possible answers

a She's on maternity leave at the moment

b I'm afraid I'm in a meeting, Can I call you back?

c Helio Peter, It'S Fiona. Please call me back as soon as you can, d Please can you spell your name'

e I'm sorry I didn't catch the number. Did you say fifteen or fifty?

a on b on c about d on e in f on g in h Ihrough 1d 2h 3b 49 s : 6e 7a 8c 91

a I'll tell him you called,

b If I find the Information, I'll let you know immediately,

c If Peter doesn't come back from sick leave soon, we'll need to find a replacement d If you push that burton, you'll disconnect the caller,

e What will you do il you don't lind Sergei's number?

f II I don't find his number, I'll call directory enquiries,

a handset b toll-free c This is d get e hang f turn off 9 area h, a, b. f, k, g, i, j, e. d, c, I

1e 2g 3h 4a 5d 6b 7f s e

2 A company visit

a 011 b in c by din e in t by gin h 0 n I In

a reqistration b site r Iitt d corridor e profit I demand 9 partnership h reputation

1820 3b 4h 5c 6g 7d 81 Possible answers

a At the roundabout take the second exit. Go through the town Gentre a nd then take the se cond turnin 9 on th e I eft. Th e fa ctorv is at th e end of th e roa U

b Take the lift to the third floor. Turn right and go along the corridor. It's the fourth office on the right.

c I've left my car in the space 'Reserved for Visitors'. Is that all right?

d I've stopped just before a bridge, opposite a garage. I can see a signpost. It says that Fistularo is eight kilometres away

POSSible questiolls

a How many people do YOll employ?

How many people work for the company? b Are you a partnership?

c How long nave you been on trus site?

How 10l1g have you been here? d Do vculika working here?

Do you like the working atmosphere? s Where is yeur bi~gss\ m·."s\?

f Who are your biggest/main competitors? g Can you tell me how 10 get to the factory"

Possible answers

a i'veiett my carin a reserved space.

b Could you tell me how to get to the main office?

c I'd like to mtroduee you to our Marketing Manager. d Did you have a good lourney?

e When "'as the company set "P'

f We are among the largest manufacturers in the region 9 We have all excellent reputation In the market.

Job information

2 a redundant b development c insurance d retire e stressful f owners

9 leadership h promotion i challenging I responsibilities

1 e 2 a 3 I 4 b 5 f 6 9 7 d 8 I 9 c 10 h

a for b to c of d for e a bout f of 9 of

11 .. =1:::-

I alallEl-




II a


a Neither did I. b So did I. c Neither am I. d So do I. e Neither do I.

f Neither was I. g So was I h So am I

a by b up c with d between 8 by f in 9 dawn

2 Possible answers

a Could yau bear with me for" moment? b Are there any questions So far?

c At this paint on the graph vou can see ...

This shows ...

d I"ti liks t~ linion bV \himkll1~ Vou allIn, coming.

Ig z a 3b 48 5c s t 7h 8i 9d Up: a, b, d, q, h, i

Down: c, I, i

The same: e, k, I

a question b trend C purnt d picture e rate I lall/decline 9 point/level h period a say b catch c repeat d bear e Take f gives 9 show h lall i account lb2c3a

4 Prese ntati 0 ns

5 Meetings

1 a make b cause c miss d happen e abandon f leave 9 report h give i cover

a majority

b item

c necessary d until

e through f ",cepl g suit

a take b tell c make d set e made f having


a for b on c on d Of e to lon, on 9 in h in i at'thruuqh IOu! Possible answers

a I'd like to leave the next item until the next meeting.

b Does everyone agree tnat the date of tne next meeting snould be changed1 c Are you going to attend the next meeting?

d I'm just phoning to tell you what happened in the meeting. e I've attached a copy of the aqenda

f Just one more point.

9 What does everyone think about the idea?

11 2c 3e 4a 5h 6b 7i s u 99

a won't cause b 'II order

c missed

d 'II see

e Does everyone agree t 'm calling

9 has read/read h to find out

i att~c~e~lh"e att"ch~d

I have han/have been havinq/hadrrn having

6 Entertaining and socialising Possibfe answers

a Could you translate the menu lor me, please? b Can I have the roast duck, please?

I'll have the steak, please, c Can I have the bill, please? d Excuse me, what's this lor? e Where do you Iivs?

I I live In Mijas It's a small village in the south of Spain" 9 I'm planning to go to Bali tor a week with my family

11 lm very sorry to hear that. We"11 miss him/her,

8 for b with c to d by e lor f on 9 into h about

1 Can I have the chicken and vegetable soup, please?

2 Do you accept all credit cards?

3 00 ¥GU know il ttlere is ~ c~stl machine' nearhy?

4 Do YOLI take sugar ill your coffee?

5 Would anyone like to see the dessert menu?

a Did you watch the baSKetball game yesterday?

7 What clothes should I wear to the reception?

8 Wh~t has happened to DaVid? Is he OK?

19 z d 3b 48 5f 6c 7h 8a

11 2J 3g 4d s e 6i 7a 8c 9h lOb

play: golf, tennis, badminton, volleyball, basketball, ping pong go: walking, climbing, cycling, snorkelling, diving, hiking, sailing

a nephew

Bunt c cousin d uncle e niece

d. h, B, g, b, c. f, a, i, i. I, k

7 Travel

European capitol city: StuoKilolm Possible answers

a I'd like a wndnw scat, please, In the exit row if possible h I'd Ilks to reserve a rioubls rQOIn fm two niqhts, please

c Good afternoon. I 11aV" 3 reservation in the name of {Badger) d I'm [ust phoning to say my flight has IWell delayed.

e Excuse me, I have a connection to Dublin at 5:30. Willi have time to catch the flight?

a In b in c under d Jl1 e for f In ~ with h on/with 'dZa3f4b5g6c7h8e

Possible allswers

a Is the seat reservation Included in the price? b I'll be there about 11 p.rn., perhaps later

c I'd prefer to pay in cash

d There wi!! be a Cor waiti"g fur yO" o\JlsiM th. te,mlcal e I'll call you ill miss the Ilight.

a My luggage Was put in the hold

b The room hasn't been cleaned tcdav. c The form has already been lilied In

d The taxi was booked last night.

e My.llightwas cancelled.

( llf1.(l!.S giliell. a tirst clas'ii- ticKet

," 23 3~1 4b 5d 6e 7f 8g

8 Emailing

a in b to c at d on e for f with 9 for h off i on I in The more formal phrases

al bl c2dl e2fl gl

lc 2f 3h 48 5d 6b 7e 8g

a write b call C hope d must e thank f join 9 get h miss i pass I know 1 e 2h 3d 4c s a 6b 7i s t 9g

Possible answers

a We'll contact you soon.

b Thanks for organising the conference.

c Just to let you know that we've changed the date of the meeting. d Please let us know if you can make it.

e We hope you can jcin us for dinner.

f I'll call you at the end of the week.

g Good luck!

h We're having a party!a get-together next week

a great b regards c apologise d take e event f forward g unfortunately h luck

KeV word: grateful

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