ELLIS

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

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

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

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

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

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

Exchanging Money ♦ Perfect tense ♦ Past tense ♦ Progressive tense ♦ Present tense ♦ Future tense Answering questions Dealing with problems Discussing where and how to exchange money Discussing exchange rates and exchange fees Airline check-in procedures Dealing with problems Immigration and customs procedures Expressing dissatisfaction Exchanging money Using traveler’s cheques 1. Airline Check in 2.4 [ew] ey place 1.1 [e] eh them 1.ELLIS Business Series Lessons Theme 1 Airport 1. Immigration 4.5 [i] ee need Grammar Focus Communication Culture Pronunciation Focus 2 .2 [w] i miss 1.3 [a] ah document 1. Dealing with Problems 3. Customs 5.

1 [aw] ai like 2. Making Transportation Arrangements 3. Rental Car 2.ELLIS Business Series Lessons Theme 2 Ground transportation 1.2 [j] y you 2.3 [w] i in Grammar Focus Communication Culture Pronunciation Focus 3 . Taxi ♦ Conditionals ♦ Gerunds and infinitives ♦ Prepositions review Renting a car Asking for and giving directions Giving instructions Arranging for airport or hotel shuttles Arranging for and hailing a taxi Driver’s licenses Differences between rental cars Airport and hotel shuttles Advantages of taking a taxi 2.

Hotel Services 4. Checking Out ♦ Yes/No questions ♦ Information (Wh-) questions ♦ Tag questions ♦ “How” questions Checking into a hotel Ordering room service Calling housekeeping Arranging for a wake-up call Checking out of the hotel and discussing the bill Hotel reservations Hotel concierge Using hotel services Checking out 3. Concierge 3.3 [u] oo room 3.4 [s] s still Grammar Focus Communication Culture Pronunciation Focus 4 .1 [p] p help 3.2 [z] z is 3. Checking In 2.ELLIS Business Series Lessons Theme 3 Hotel 1.

4 [c] uh just 4. and dinner foods Restaurant reservations Tipping the server Restaurant specials Common practices when paying the bill 4.3 [r] r garlic 4. Dinner 4.7 [›] th think Grammar Focus Communication Culture Pronunciation Focus 5 . lunch.1 [ ] dh that 4. Lunch 3.2 [±] ch cheese 4.ELLIS Business Series Lessons Theme 4 Food 1. Paying ♦ Articles ♦ Count and Non-count nouns ♦ Quantifiers ♦ Pronouns Ordering food in a restaurant Asking for recommendations Asking about specials Ordering drinks and dessert Paying the bill Discussing questions about the bill Common breakfast. Getting a Drink 6.5 [l] l lemon 4. Breakfast 2.6 [o•] o okay 4. Reservations 5. Ordering Dessert 7.

2 []] aw out 5. Giving and Accepting Compliments 4. Meeting your Contact 3.ELLIS Business Series Lessons Theme 5 Business Social Skills 1. Making and Accepting Invitations ♦ Common contractions ♦ Forming contractions in the perfect tense ♦ Forming contractions in the future tense Greetings Small talk Giving and accepting compliments Making and accepting invitations Appropriate greetings Small talk with new acquaintances Forms of non-verbal communication Giving and accepting compliments Invitations 5. Meeting the Receptionist 2.4 [†] ng going Grammar Focus Communication Culture Pronunciation Focus 6 .1 [t] t ten 5.3 [¥] zh pleasure 5.

1 [u] oo you 6. Small Talk – Business 3. Saying Goodbye ♦ Equatives ♦ Comparatives ♦ Superlatives ♦ Parallel structures Greeting acquaintances Making introductions Giving compliments to friends Making small talk Discussing jobs and hobbies Pre-closings Saying goodbye and making plans to meet in the future Common greetings with acquaintances Common introductions –formal and informal Giving compliments in introductions Appropriate and inappropriate small-talk topics Complimenting others.ELLIS Business Series Lessons Theme 6 Greetings.2 [•] u good 6.4 [g] g give Grammar focus Communication Culture Pronunciation Focus 7 . and Farewells 1. occupations and hobbies Saying goodbye –formal and informal 6. Introductions. Small Talk – Personal 4.3 [a•] ow doubt 6. Making Introductions 2.

Answering the Phone and Taking Messages 2. Placing an Order 4.ELLIS Business Series Lessons Theme 7 Phone Skills 1.4 [k] k king Grammar Focus Communication Culture Pronunciation Focus 8 .3 [h] h handle 8. Making and Changing an Appointment 3.2 [w] w well 8. Making Travel Arrangements and Reservations ♦ Modal auxiliaries ♦ Types of modals Answering the phone Taking messages Asking for voice mail Making an appointment Discussing dates and times Paying for an order over the phone Asking for and giving the appropriate information Common phone greetings and goodbyes Common introductions over the phone Methods of payment Making travel arrangements and reservations Confirming reservations 8.1 [b] b back 8.

2 [•] sh share 9. Seeking Assurances ♦ Active versus passive voice ♦ Forming the passive voice ♦ Stative passive voice ♦ Other forms of passive voice Asking for repetition or explanation to clarify meaning Apologizing for mistakes or delays Making objections and expressing concerns Discussing solutions and resolving concerns Making commitments Importance of asking questions to clarify meaning and obtain information Polite ways to express problems or concerns Methods of resolving concerns Commitments in business 9. Clarifying Meaning 2.1 [v] v five 9.ELLIS Business Series Lessons Theme 8 Negotiations 1.3 [•] u would Grammar focus Communication Culture Pronunciation Focus 9 . Handling Objections and Reaching Consensus 3.

Accepting.2 [°] ts that’s 10. Legal Issues 5. Considering Options 2.4 [f] f fire 10.5 [ew] ey days Grammar Focus Communication Culture Pronunciation Focus 10 . and Declining Requests ♦ Greek and Latin word roots ♦ Prefixes and suffixes ♦ Noun and adjective forms Methods of negotiating Discussing options with clients and customers Discussing terms of a contract Discussing legal issues Discussing territory and distributing issues Making and accepting requests Declining requests Importance of negotiating Importance of commitment to customers Making requests Listening skills Terms of a contract 10.1 [g] g glad 10. Term and Termination 3. Territories 4. Making.ELLIS Business Series Lessons Theme 9 Contracts 1.3 [d] d dealer 10.

Discussing Opinions 4.2 [s] s us 7.3 [r] r agree 7. Finding Solutions 3.ELLIS Business Series Lessons Theme 10 Discussing Business 1.4 [h] h hurt Grammar Focus Communication Culture Pronunciation Focus 11 .1 []w] oy join 7. Talking with Co-Workers 2. Expressing Agreement and Disagreement ♦ Personal pronouns ♦ General pronouns ♦ Possessive pronouns ♦ Reflexive pronouns ♦ Direct/Indirect object pronouns Expressing concerns Giving suggestions/stating opinions Discussing and writing proposals Reaching an agreement Coffee and lunch breaks Polite and impolite methods of sharing opinions Methods of giving suggestions in the workplace Expressing ideas with confidence 7.

1 [m] m meal 11. Planning a Meeting 2.2 [ae] a laptop Communication Culture Pronunciation Focus 12 .ELLIS Business Series Lessons Grammar Focus Theme 11 Planning 1. Making Arrangements for a Trade Show ♦ Meanings of prepositions ♦ Types of prepositions ♦ Phrasals (two-word and three-word verbs) Making arrangements for a business meeting at a hotel Discussing meeting-room options Discussing catering options Discussing equipment rental Making arrangements for a booth and equipment at a tradeshow Why companies host business conferences Importance of knowing important information when planning for a business meeting or tradeshow 11.

Conducting a Meeting 2. Reporting Results ♦ Subject-verb agreement ♦ Subject-verb agreement with prepositional phrases ♦ Gerunds as subjects ♦ Singular pronouns ♦ Unusual non-count nouns Making introductions in a business meeting Discussing the agenda for a business meeting Giving status reports Discussing the many factors that affect a business Discussing sales and financial reports Discussing different options to increase profits and sales Conducting a business meeting Giving status reports in a meeting Asking and answering questions in a meeting Factors that can affect a business Business strategies to increase profits and sales 12.2 [j] ® just 12.3 [a] ah profit Grammar Focus Communication Culture Pronunciation Focus 13 . Describing Trends 3.1 [n] n nice 12.ELLIS Business Series Lessons Theme 12 Meetings 1.

Volume 1 Airports and Transportation 14 .

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

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

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

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

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

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

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

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

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

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

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

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

Volume 2 Hotels. Restaurants. and Hospitality 27 .

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

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

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

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

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

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

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

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

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

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

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

34

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

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

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

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

35

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

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

T W T

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

36

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

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

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

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

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

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

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

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

Volume 3 Office and Social Skills 45 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Volume 4 Contracts and Negotiations 61 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

J B

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

Volume 5 Business Meetings and Discussions 70 .

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

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

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

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

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

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

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

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

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

What can we do? C Branch 2 . E K E I’d make better use of technology How so? A solid IT infrastructure will enhance more than just your distribution. the higher the expected return. K E B Branch 4 – Political C How might some of the recent political changes affect our company? What should we expect? B P Domestically. but the higher the risk. This caused a 5. E C Branch 3 – Technology K I’d like to know how we can improve our distribution channel. there are many factors that can affect your success worldwide. M At the same time. of course.3% a month. And.Lesson 2 C B E J M K P E Courtney Bill Thompson Emily Julie Maria Kenny Paul As you know. the sharp increase in the price of our currency in overseas markets has made our product more expensive.8% drop in domestic sales last quarter. This may lead to a dramatic decline in your sales.Stock Markets C How do you see the substantial fall in the Nikkei Index and the New York Stock Exchange influencing our business? B I predict the demand for domestic goods will fall because of the economic slow-down overseas. What about the trade talks? 80 . the rumored shipping strike and union tension could be disastrous. Use the internet to increase communication with your dealers and customers. For instance. Oracom is the world leader in implementing these solutions. improve communication with your dealers. and help you control inventories worldwide. Which would you like to discuss? Branch 1 – Currency C The strength of our currency and fluctuating exchange rate has caused many people to buy imported substitutes for our product. a website will advertise to your customers. So international sales have fallen an average of 2. There are real risks being a global player aren’t there? Yes. I don’t follow you.

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

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

ANSWER KEY 83 .

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

10. 7. 7. Tom’s Trading Post Ed’s Exchange $165 Kirtland Security with a $10 exchange fee. staying couple of weeks purpose for pleasure itinerary Culture Practice 1C The following are the correct answers: 1. 4. 3. 5. was coming will have been working Culture Practice 1A Answers will vary. Culture Practice 1B 1.50 exchange fee Kirtland Security –the exchange fee is $225 for $750 in traveler’s cheques 85 . How long. 9. 3.6. 4. 8.7.Grammar Practice 1C 1. Ed’s Exchange with a $7. 2. 3.2.9 Culture Practice 1D 1. 5. 2. 5. 6. to live played have written met say have been listening was watching wasn’t working left. 6. 2. travel documents Here you go.3. 4.

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

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

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

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

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

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

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

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

5. 7. 9. 8. 10. The car in the garage is red. What do you think of the news? Correct Correct Culture Practice 4A Answers vary Writing Practice 4A Answers vary 94 . 6. Correct We don’t have any money left.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

5. 10. 11. 6. 3.Vocabulary Practice 12D 1. 10. reading helping Preparing Asking growing Managing Cleaning discussing starting noticing Receiving 114 . 12.7 million Vocabulary Practice 12E 1. 3. 13. 2. 10. is grows goes has has cares eats are want needs breaks Grammar Practice 12B 1. 7. 11. 14. 2.1 million 1. 5. 6. 8.1 million 1997 1995 2. 9. 8. 4. 4. 9. 8. downsize analysis summarize flood profit demand competition market share morale interest rates invest tough variables incentive credit Grammar Practice 12A 1. 5. 15. 3. 9. 2. 7. 3.43 million 1. 6. 2. 4. 11. 1999 1. 7. 5. 4. 7. 6.

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

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