Professional Documents
Culture Documents
15
Types of Business -
Elecom pic Ele com AG (Public Limited Company)
12500
This is a large firm with 12,500
There are five main types of employees in the UK. Elecom pic
business entity in the UK and produces computer hardware . Ele com plc
the US. E ach of these five is and telecommunications prod
represented in this book by a fic . ucts. It has a German subsidiary !
titious organisation. This check {Deutsche e le com) employing .
list gives a short summary of 120 staff at hs Hamburg loca {De utsche
each organisation followed by a . Elecom),
tion. Ele com pic also has close
brief definition of its legal sta
links vrith Deutsche Information 120
tus. ,
ssysteme (DIS AG). . Ele com plc
.
Deutsche Informationssyst
ee m
Where the British and American ,
(DIS AG).
terms are similar, the US term is
given in parentheses; this does , A Pubhc Limited Company (pic)
not mean that they are identi is one that can offer shares and (
cal. ; , securities to the public and is
, , quoted on the London Stock plc) ,
Exchange. It must have an au
thorised share capital of at least
. 50,000 of which no less than
25% must be paid up. (US = .
There is an important distinction Pubhc Corporation.) ,
between: :
registered (incorporated) organi ( ,
sations which are legal entities and ) 50 . ..,
have an existence separate from , 25%
their owners, and: , (
, Public Cooration).
16 Who is who? hc is who? 17
Stylehouse .
This is a franchised business , accountancy franchise, franchised ,
offering design consultancy to accountancy partnership
retail outlets. , go througn the roof ( )
.
A firanchise is a licence allowing , acquire headquarters -
a distributor, trader or manufac , alliance ; in the event of
turer to sell or manufacture a independent
particular product or service. , blue-chip company (shares) joint liability for debts
(
. ); legal status
' legal entity
building contractor (
)
Adman business entity liability ;
;
This is a sole trader trading as considerably liable
Adman, offering public relations , ; ; ,
advice to organisations. consultancy
Adman ; licence {), license {Am.)
; ,
limited/Limited/Ltd.
. debt , {,
A sole trader is an individual -
default (be in default) -
who runs an unregistered (unin
()
corporated) business. He is a , )
distributor
vAc proprietor. (
enable limited liability
) .
(). {
enterprise , )
.
, location ;
extend respective markets manufacturer
medium-sized enterprise/company
fall into ; ,
form an alliance paid up {share capital) {
found ( company) / )
() ^
20 Who is who? Unit
partnersbip share This unit deals with attending and giving interviews and fill
privately owned share capital /
; ing in a n apphcation form for a graduate trainee scheme.
shareholder, shareholdmg director
Jane: Helio Moira. Thank you for taking the time to come
and see us again. Before we go any further, I'd like to
assets
have good growth
introduce everyone here. Jim is the firm's senior partner,
relate to sth. Andrea has just quahfied and I ' m responsible for H u m a n
;
hold large assets Resources. I'll hand over t o Jim first. ^
term
22 Unit 1 The prospective employee 23
Taski Task 2
Give the words in full. these statements true or false?
True False
1 . Moira Kelly, a g e, is one of the c s being mter-
1 . Was it a good idea for the apphcant to bring
viewed for a trainee p t.
2. She has p d information about herself o n her CV.
his goat to work?
3 . Moira would like to acquire a wider r. e of e e
2 . The apphcant was trying to get himself noticed.
and to speciahse later in the a a of t n.
3 . "CV" stands for "Curriculum Vitae".
4. Jim Granville asks her what s s she has acquired.
4. The apphcant got the position.
5. Moira is a good listener and she has a f. r for t g
down i s. Mailing the interview woric
6. One of the interviewers tells her that she will hear by Friday
w. r she has been s 1. As a selection tool, the interview remains popular. Despite
the sophistication of alternative selection methods such as
assessment centres, competency-based application forms,
third-party screening and telephone interviewing, these will
Don't bring your goat to work! never completely replace the face-to-face meeting. It is a
falhble process, however, and decisions can be coloured by
Trying to get noticed can backfire! An apphcant for a
first i m p r e s s i o n s . To h e l p c o u n t e r a c t t h i s , t h e r e are
creative position with Saatchi attached his CV to a goat and
released it i n t o t h e r e c e p t i o n area. H e failed t o get best-practice guidelines from organisations such as the In
shortlisted... stitute of Persoimel and Development. There is also a grow
ing body of employment legislation both in Britain and in
the US which seeks to protect the rights of interviewees.
With equal opportunities being of great importance, inter
backfire viewers must not ask questions which could be discrimina
tory. For example, asking a female candidate about her fu
fail , ture family plans or a n ethnic minority candidate whether
get oneself noticed his religious affiliations would interfere with his working hfe,
get shortlisted could be seen as discriminatory
reception area
release
26 Unit 1 "le prospective employee 27
Leadership skills (e. g. Have you ever taken responsibility
ror organising an event?)
affiliation
application fonnm
body (of legislation) Ability to think and plan strategically (e. g. On what basis did
colour (v.) (fig.) (.) -. you select your course at university?)
competency , ,
, '
counteract Analytical skills (e. g. Tell us how you approach a problem.)
despite
discriminatory ; Communication skills (e. g. Dealing with difficult people, resolving
employment legislation disputes.)
falUble ;
guideline ;
interfere with , Public speaking (e. g. Have you ever given a presentation to a
protect , group of people?)
remam popular ;
; Ability to work as part of a team (e. g. Please tell us about any
groups you have belonged to and what role you played within them.)
seek ; >1
; ,
sophistication
,
third-party screening
ability ,
Task3 acquire
aoalytical skills
Fill out the application form. approach (v.)
candidate selection
fcpute (s.)
Application for a graduate trainee scheme evidence
leadership skills
The information you provide here will help us select candidates for
presentation
the intennew stage. We are looking for evidence of your experience
nsaiye a dispute
and ability in these areas which may have been acquired during your
strategic thmkmg
time at school or university.
take responsibility for sth. '
-.
28 Unit 1
Tasks
Unit
This unit deals with attending business conferences, tech
Number the foUowmg competencies m order of importance niques for making contact with fellow delegates, business
for business communication.
etiquette and filling in a conference registration form.
Analytical skills
Leadership skills
Being adaptable
Being well-organised
Strategic thinking
Taking responsibility
The ititernathiial conference
for sth.
Paul Lodge is attending an mtemational Information Technol-
Decision-making
Fitting in
Taking the initiative
oc>- (IT) conference at the New Exhibition Centre ( N E C ) m
Inteersonal skills Working as part of a team
Birmingham, England. H e has just completed the registration
Working independently
formaUties and is making his way towards the first session he
has booked. Soon he's approached by a fellow delegate.
mce Hi. Are you gomg to the integrated systems session?
Sev^man:
bemg adaptable
( ..) Paul: Yes, that's the one in the m a m auditorium, I think.
being well-organised \ Ince offers his hand in greeting.
decision-maldng i Ince: I ' m Vmce Newman, Senior Vice President of Systems
fitm ; from Americom*, USA. I see from your badge you are
, ,
Paul. ^
mterpersonal skills
workmg as part of a team
( )
working independently
( )
!
30 Unit 2 r- internationai conference 31
Task 2 Tasks
Categorize in terms of: Befbce the italicised words and phrases with the ones
Formal 1. "John, I'd like you to meet Colin Harper. " from the text.
introducton (a), John: "Pleased to meet you, C o h n . " 1 . Things can sometimes go wrong
Standard 2 . "Peter, this is Angela." 2. & e you later.
introduction (b), Peter: "Hello, Angela."
Informal 3 . "Ian, I'd Uke to introduce you to Jan King." 3. He's a nice man
introduction (c) Ian: "Nice to meet you, J a n . " 4 . We'd better Ahat);
4 . "Susy, meet Joe." 5. Be care ful of body language!
Susy: " H i , Joe!"
6. The wrong gesture can ge t you into trouble .
1. 2. 3. 4.
choice 2"" choice
adopt , , introduction () Company law for beginners
; (.) less formal approach ( Excelling at interviews
apply first name terms ) ; Surviving international cultures
-. Customer service
busmess matter meet with disapproval Managing the virtual office
; , Networking for business
on the whole
conduct busmess personal zone Please indicate below whether you wish to pay by:
; Cheque Amex Mastercard Visa
disapproval (
encounter (s.) ) Card number Expiry date
engagement , , social engagement ,
; [.) , ,
get down to business Name on card
subsequent
Will you require accommodation?
Yes Single Double
Task 4
Fill out the Registration form.
After'sales semce Receptionist: Certainly, Madam, I'll just put you o n hold while
I connect you.
Karen Jones manages a Stylehouse * franchise in Kensington. Karen hears the strains of Vivaldi's Four Seasons for a couple
She has designed and arranged the fitting for a n exclusive gift of seconds.
shop in Mayfair. Last night, the hghtmg system m the display Fred Bell: After Sales, Fred speaking. H o w may I help?
window failed. It is two weeks before Christmas, the major retail Karen: Hi. It's Karen here, from Stylehouse. One of my
period, and the irate owner was o n the phone first thing this cUents has an urgent problem with a lighting system
morning to report the problem. Karen is caUing Lightways, the you suppUed recently It seems to be defective.
supplier. ^ Fred: C a n you give m e the model number and describe
the fault?
Karen: Yes, it's the RJ239. The diflused lighting system.
It's m a window display. The lights started flickering
last night and they had to turn t h e m off
Fred: Have they tried t h e m again today?
Karen: Yes, they tried t h e m when they opened the shop.
Again the same problem.
Fred: What is the name and address of the shop?
Karen: It's Giftbox in Shepherd Market, Mayfair.
Fred: Yes, I r e m e m b e r the order. It was a couple of
months ago, wasn't it?
Karen: Yes, October, and now with Cristmas around the
c o m e r ...
Fred: D o n ' t worry, I understand, we'll get an electrician
down there as soon as possible to fix it.
Karin: Thanks, I'll leave it with you then.
Fred: I'll give you a call to confirm when we've been.
Bye for now.
1 Karen: Bye.
38 Unit 3 After-sales service 39
Task1
assistant
Sequence to reflect the contents of the dialogue. caarantee on refunds ,
a She is connected to Fred Bell, w h o asks her to give h i m the
model number and to describe the fault. o quibble (.) ,
i^erhear ;
b He will call Karen to confmn when the work has been com rtftmd (s.) ,
pleted.
c Stylehouse is a franchised business offering design cosultancy rrfnse (v.)
-unowned for sth. ; -.
>1
to retail outlets.
40 Unit 3 After-sales service 41
Task 2
List the words that do not belong in each set. achieve , , ,
L A order B proprietor owner
customer complaint
2. A alliance B guarantee partnership customer service ;
3. A staff B employee client
customer satisfaction
4. A quibble B area zone
5. A chap B delegate representative estimate (5.) ,
firm(ly) , ; ,
2. 4.
1. 3. 5.
former ,
forward-thmkmg
goal
Customer service unprove
once
What is good customer service? Is responsibiUty over once
refer to sth. as {.) -. -.
the sale is made? If estimates are correct that it costs five
request (s.)
times as m u c h to acquire a new customer t h a n to keep an respond to ; ;
existmg one, then achieving customer satisfaction should be source of information
the goal of every organisation. supply (v.), supplied {past part. ) ,
succeed
Forward-thinking organisations welcome customer c o m torn sth. into sth. () -.
plaints and feedback as valuable sources of information 1-.
which can be used to improve the business. By responding
to customer requests with "tell us what you want and we'll
supply it", the U S has turned service excellence into a fine
art, with the customer firmly placed at the heart of the
business.
Stykfumse
... By design The annaalgeneral meeting
Customer Complaints form Elecom pic* is having its A G M . Last year, this event passed
gnoothly, barely registering in t h e fmancial press. This year,
If you have experienced a problem with one of our products or bowwer, the m o o d is different. Elecom's share price has taken a
services, please complete the form. By providing this information,
rumble following allegations of financial malpractice. T h e
you help us to serve you better.
eeting is heavily attended by Elecom's shareholders, who are
At Stykhouse we aim to give 100% satisfaction. represented by a spokeswoman.
Are you a new or existing StyCcfumse customer?
S^keswoman: We've seen the figures and I have t o say they are
New O Existing O n o t impressive. We have also listened t o t h e
Which area of Styfefunise services or products have you experienced board's summary I ' m not satisfied that it explains
a problem with? Elecom's poor profits.
Corporate design services O Cnairman: Despite significant growth in the telecommuni
Residential design services O cations industry, competition is tough, particu
Lighting systems O larly from the Far East. The strength of the pound
Colour/Furnishings O has had a n impact on exports... ^
Other O
Who is your nearest Stykfwuse representative?
Thank you for taking the time to complete this form. Please provide
your details overleaf and we will get back to you.
aun to do sth. ;
-. overleaf
corporate
customer complaints form provide ,
residential ; {.)
fiunishings , ,
44 Unit 4 "he annuai general meeting 45
satisfy ;
Shareholder power stakeholder 1, ;
()
Although investment by individuals has increased since the
early eighties, financial institutions still dominate the scene. toe the line
Return on investment is the principal concern of this group, voting rights
many of w h o m represent large pension fimds. A sharehold wield power
ing of 5% or more brings the voting rights which enable
institutional shareholders to wield immense power in dic
tating a company's direction. This is changing slowly and the Tasks
other stakeholders customers, employees, suppliers, c o m Choose the right answer.
petitors and communities are receiving a higher profile.
1 . Who dominates the investment scene?
Shareholders are b e c o m i n g m o r e conscious of ethical
concerns and are making more demands o n companies to a Individuals. b Financial institutions.
satisfy certain criteria. T h e growth in ethical funds that 2. What is the principal concern of this group?
accomodate their wishes is starting to have an impact o n
a Large pension funds. b Return o n investment.
companies which do not toe the line.
3. What do the voting rights enable shareholders to do?
a Dictate a company's direction, b Acquhe a shareholding.
4. Who are receiving a higher profile?
accommodate (.) a SuppUers and communities. b Institutional shareholders.
certain criteria ()
community ; 5. What are shareholders becoming more conscious of?
competitor a Certain criteria. b Ethical concerns.
become conscious of ethical (.)
concerns
criterion ;
demands in: make demands on
dictate sth.
fund/ fimds/ fimduig (of) //
-.
mcrease (v.)
principal concern
receive a higher profile
return (on mvestment) (
) ^
Unit Networking 51
Networking
.Amy: That's a good answer Let's concentrate first on
m u t u a l benefits. We all have our expertise in
different areas. We're good at what we do, but we
K a r e n J o n e s is a t t e n d i n g a o n e - d a y c o u r s e in effective d o n ' t have t h e skills necessary to succeed at
networking. The course is run by an American group and the everything. Networking is one way of fiUing that
leader, Amy Silverman, is introducing the basics of networking gap. Let me start by asking you (pointing to Karen)
to the participants. what your speciaUst field is.
Amy: What do you understand by networking? Karen: I ' m an interior designer and I run a Stylehouse*
Participant 1: It's a way of increasing your number of contacts. Tranchise.
Amy: Yes, that's right. Anything else? Amy: What do you know about landscape gardening?
Karen: N o t very much.
.Amy: Let's imagme you have a client. You've drawn up
the plans for the interior and the chent is happy
However, he now wants the outside of his house
t o l o o k f a n t a s t i c , so h e asks y o u w h o you
recommend. Where do you start?
Karen: I consult my list of contacts.
.Amy: And where do you have these contacts from?
Karen: A few of t h e m come from my design course, a few
I've met in the business.
.Amy: That's a start, but it might not be enough. Are
you sure you don't know any landscape gardeners?
Karen: Fairly sure, yes.
.Amy: This is an exercise for the group during the coffee
- break. Introduce yourself to someone new. I want
you to fmd out something about that individual
not relating to his or her professional hfe. After
the break we'll discuss what we've learnt.
The group breaks for coffee and Karen goes to find a partner.
52 Unit 5 Setworking 53
8 . As an () in networking, A m y asks
everyone t o introduce themselves t o someone new and to
benefit ; ,- increase (v.) fmd out something about that person.
interior designer
build up links
interior, the
certainty landscape gardening Getting your net to world
decide (on)
On the principle that you are never more than four or
definitely , landscape gardener
expertise ; five network steps away from the person you want t o meet,
; mutual benefits / you can have fun imagining what those hnks might be. As
fairly sure () we have relatively little i n - d e p t h knowledge about o n e
( -.) pomt (to) () another, you may be surprised by who knows who, w h o also
fill gap promotion knows you!
Task 1
Suggest the appropriate EngUsh equivalents to finish the sentences.
1 . A m y Silverman is the () of a -depth knowledge () -./
one-day course in () networking. -.; (.) -.
relative ;
2. She is () the basics of networking to the refafively , ,
()
3. Networking is about () links with
people for () benefit. Task 2
4. A m y says that everyone has ( ) ( ) the appropriate box.
i n different a r e a s b u t n o - o n e h a s all t h e Yes No
() skills to succeed at everything.
1. Having in-depth knowledge means toeing
5. Karen is an ( n o ) and runs
her own business.
the line.
Being surprised by something means not
6. However, she doesn't know m u c h about (
)
expecting something.
3. A few steps away means a few stages away.
7. A m y asks Karen where she would start. Karen is ()
she doesn't know any (
4. Having fun means filling a gap.
) and would begin by making a few calls to Helping one another means talking
contacts. ^ face-to-face.
54 Unit 5 networking 55
Tasks
Successful networking
Complete the Appraisal form.
Altliougli networldng fills a vital role in today's business
relations in both the U K and the U S , the approach may be
shghtly different. BestNet Enterprises
Americans will be more pragmatic and will quickly move o n
Thank you for choosing a BestNet seminar. We have enjoyed
if they feel there is little t o be gained from a particular
having you here today and hope that it has fulfilled your
connection.
expectations.
The British tend to be more loyal and wiU sometimes stick We strive for continuous improvement but to do that we need
with a network, even when there is Uttle opportunity to make your help! By taking the time to complete this short appraisal
new business. you can help us remain the best.
Whichever is your preference, to achieve success in net Please rate IJie following on a scale of 1-5 where 1 equals
working, it is essential to maintain a genuine interest in what excellent and 5 equals poor.
other people tell you. Keep a handy supply of business cards 1 2 3 4 5
and be willing t o offer assistance or a hnk, even when you How well did the course fulfil your
see n o immediate benefit to yourself expectations?
How would you rate the quality of
the handouts?
S How supportive did you find the 0
course leader?
assistance , maintain ,
be willing to do sth. How useful did you find the net
anger , ; ()
unrest ,
Janet: Where would you recommend starting? have a hunch that... retail outlets
Nick: For the first step we should test the market with a small , ...
sample of your existmg chents. Are they famihar with it? market research sample (select a sample)
Would they consider using it? D o they think i t ' s a {
passuig craze ); {.)
superstitious notion or are they more open to the idea?
Janet: H o w many would you recommend for a small sample? process data
Nick: Perhaps n o more than fifty, chosen fiom a broad selection superstitious notion
of your clientele. Provided we take a good cross section, provided (that..) , ...
that should be enough to give us an idea of how it might qnestionnau'e / to Be suspicious of
be received. U) be received ./.
Janet: And assuming it gets a positive reaction? 4 ;
Nick: Then we take it t o the next stage and enlarge the sample
to include potential clients.
Janet: Feng Shui is really based o n c o m m o n sense use of space
lots o f light, p r e s e n c e of water, all t h e t h i n g s Task1
psychologists say will aid productivity! Maybe that's an
Gioose the word that best completes each sentence.
area we c a n hi^iMght.
Nick: Perhaps. Here in the West we are m u c h more suspicious 1. Market is a way of finding out what customers really
of E astern tradition. want.
Janet: I ' m happy t o start with the small sample. What do you a questionnaire b research
estimate will be the cost for that? 2. Feng Shui is based on use of space and is supposed to aid
Nick: To design the questionnaire, select the sample and process productivity.
the data you c a n expect t o be charged n o more than a c o m m o n sense b peaceful
5000.
Janet: That's fme. When can you start? 3. It is seriously by businesses in Hong Kong.
a taken b thought
Task 2
Match the words to form collocations.
assess the viabiUty of sth. UkeUhood (of), the ;
1. think a t h e cost
/ (-.)
2. exercise b twice -. patterns of consumer spendmg
3 . estimate c one's right gather information
4. toe d o n strike get a return .on mvestment purpose
5. go e a meeting reqmred ( )
6. attend f the line
identify trend statistical evidence (on)
improve ;
1. It* , 3. 4. 5. viability
68 . Unit 7
Tasks
Unit
This unit deals with quality control, obtaining ISO 9000 and
Complete the questionnnau-e. attaining the Five Elements of customer requirements and
the Five Pillars of quahty
$10,000 Prize Draw!
What would you do with $10,000? Would you spend it, save it
or give it away? Assuring quality
By entering our free prize draw, you now have the chance to
win. All you need to do is complete this short questionnaire Many of Coopers Limited's* competitors and suppliers have
and we'll do the rest. obtained ISO 9000 certification. Those of Coopers' chents who
nave attained this quahty standard are now demanding that their
First please tell us something about yourself.
supphers also indicate the quality of their services by obtaining
Age 16-24 25-34 35-44 45-54 55+
-he standard. Coopers' Managing Director, Eric Wolton, is having
Are you single Married i meeting wifh a consultant to discuss how to proceed.
Homeowner Tenant Living with parents
Eric: H o w long does it normally take to get certification?
What is your annual income? Consultant: We usually reckon on six t o eight months.
Less than $35,000 $35,001-$55,000 Eric: That seems quite long t o m e . ^
$55,001-$100,000 $100,001+
Where do you usually buy books from? (Please indicate any
applicable.)
Bookstore Book club Specialist suppliers
Would you ever consider buying books over the Internet?
Yes No Not sure
If you have answered no, please indicate why.
I prefer to see books before I buy.
I am unsure about Internet security.
annual Income homeowner
appUcable ,. specialist supplier
enter a prize draw
/ tenant ;
70 .Unit 8 Assuring quality 71
1. .... 2 3. 4 5.
6. .... 7 8. 9 10.
What is quality?
You have a choice: you can eat at a French restaurant Customer requirements and quality
or you can try the new burger place. Which offers the best
quahty? Most people will say the French restaurant but that The Five Elements of customer requirements
is not necessarily true. Quahty is not about being more Specification - What can I expect from the product or
exclusive, it is about offering the best product or service for service?
the price charged. The burger you eat may be cheap but if Conformity Is it what I expected?
it flilfils your expectations for the price, then it can be said ReliabiUty - Does it continue to do what I want?
to offer quahty. Value for money - H o w m u c h do I have to pay for it?
Dehvery When can I have it?
Task3
Shall we invest in our people? 77
Unit
Jim: Okay but first h e a r m e out. You're probaMf anave
This unit deals with investing in people, obtaining I I P (In- that two of our best clients have recently acUrwed
vestors in People) and NVQ (National Vocational Qualifica- it?
tions), and completing a m e m o . Mark: Yes, Coopers and Stylehouse.
Jim: Exactly Well, I had a meeting with Eric at Coopers
Shdiwe invest in our people? last week. H e ' s really pleased with the response they're
getting from customers. He also thinks staff morale is
higher than it's ever been.
The partners of Granville, Thompson and Styles* are m the middle Alison: What makes you think it'll work for us? We're not
of their monthly meeting. Jim Granville is keen to convince his exactly like Coopers. I don't think for one m o m e n t we
fellow partners of the need to achieve an Investors in People have a problem with morale.
(IPP) award and has put it as the second item on the agenda. Jim: N o , I agree with you. I think our staff are quite
satisfied. I I P is about more than happy staff though.
It is a national standard, matching skills to business
requirements.
Mark: But we have that aheady. All our accountants are fiilly
qualified to meet business requirements.
Jim: Our accountants, yes, but what about the remauider
of our staff? What about the administrative staff, the
secretaries, the receptionist?
Alison: I can't see what training they would need.
.'-n: By supporting t h e m to gain a National Vocational
Qualification, we can improve their skills.
^fark: I understand that you can follow an NVQ in anything
now.
. .- They've increased the subject areas considerably since
I I P first started. In fact, level five is equivalent to many
Mark: I thmk we're all agreed o n the action to be taken. professional quahfications.
Let's move o n now to the next item. L .ion: . If you can get someone in to talk to us about it, I will
Alison: I see, Investors m People. What's this all about, Jim? be happy to hear about the benefits.
Jim: I know you both have reservations about IIP. To be . - Okay, rn arrange it. N o w the next i t e m o n the
honest, I did as well.
agenda ...
Alison: You're right t h e r e . M y i m p r e s s i o n is t h a t i t ' s a
bureaucratic nightmare.
78 Unit 9 Shall we invest in our people? 79
accountant hear out , 6. However, I P P is about more than happy staff, it is a national
acMeve , (-.) standard, skills t o business requirements.
administrative staff work for someone
-.
agenda
Investors in People award
item on the agenda
Lifelong learning!
() match skills (to) There is the tale of the manager whose decision had
() just cost his company $ 10 million. Quaking in his boots, he
NVQ (National Vocational went in to see his boss, resignation letter in hand. T h e boss
be keen to do sth. Qualifications) tore u p the letter and said: "We just spent $ 10 million
-.
training you. You're not fired, you learned a valuable lesson.
bureaucratic nightmare
Now get back to work!"
business requirements quahfied
; receptionist
(, )
to be equivalent to sth. remamder
-. stafif morale (v.) ,
fellow partners resignation letter
have reservations about sth. subject area (.) Lile ;
; tear up
-.
Task 2
Task 1
Place the followmg words under appropriate headmgs:
Complete the sentences. yeneflt, comfortable, confidence, corruption, disaff
1. The partners of Granville, Thompson and Styles are in the Hscriminatory, excellence, fail, fault, fun, grudge, lia
middle of their monthly jnpressive, malpractice, misconduct, popular, reliab
2. Jim Granville is keen for the company to achieve an piositive:
in People award.
3. Ahson thinks that IIP.wUl be a bureaucratic
Negative:
4. Jim had at first, but now he is convinced that it
would work for Granville, Thompson and Styles.
80 Unit 9 - ' - j / / invest in our people? 81
Tasks
Investors in People (IIP)
Complete the memo using the following words: forward, IIP,
Since it was developed in 1990, more than 14,000 organisa Investors, personal, training, ISO, questions. People, needs, informed.
tions have achieved a n Investors in People award. Designed
as a national framework for improving business perform
ance and competitiveness, I I P is a quality award aimed at
Granville. Thompson & Styles
linking training and development to business goals. To: Moira Kelly Date: 9 June 2000
A N a t i o n a l V o c a t i o n a l Q u a l i f i c a t i o n ( N V Q ) is a From: Jim Granvihe Subject: Investors
competence-based assessment of an individual's on-the-job m People (IIP)
performance. They are available in a growing number of
Dear Moira,
subjects from customer care to management skills, ranging
from level one t o level five. Granville, Thompson and Styles has gained a reputation for
excellence, kut we carmot rest o n our laurels. Two years
Investors in People U K are seeking t o introduce the award igo, we achieved 9000 status, today we are
internationally. ;ommitting to achieve a n in People award.
Unit
This unit deals with balancing work and hfe, the concierge
action plan service and completing a concierge service form.
we are committing to ()
identity needs (.)
issue sb. with sth. . .
no doubt
reception
,
BalMciiig work and life
regarding
gam a reputation (for) Tarol Bemasconi works fox Americom Incorporate d* in corporate
rest on one's laurels :rategy. She started with t h e m i m m e d i a t e l y after leaving
seek someone's co-operation . 1 .diversity ten years ago and has reached a point where she wants
(, 1 do something different at least for a short while. Carol has
) ; senior position and is worried that her longterm career will
onreil plans ijffer. Carol las arranged to see Olive Taylor from H u m a n
worthwhile Resources.
Carol: Ohve, I need some advice. I've been here ten years
now and I need a break.
Olive: That's okay E veryone needs a break sometimes. H o
long are you thinking of?
85
84 Unit 10 Balandng work and Hfe
Carol: I suppose about three months would probably help. leave (s.) sabbatical
I ' m not expecting it to be paid, it's just I could iength of service scheme
long-term work^fe balance
really use the thne.
reach.a point (.)
Olive: Have you heard about our new sabbatical scheme?
You aheady qualify for two m o n t h s ' paid leave with ()
, ... work m corporate strategy
your length of service. Everyone needs time off to
realise ,
recharge their batteries. T h e c o m p a n y decided t o ;
recharge one's batteries (fig.)
introduce sabbaticals as part of a work/life balance
programme and you've come along at the right time. ()
Carol: There's another thing that worries m e though.
Olive: What's that?
Carol: Well, if I take time off, isn't it going to appear that Task1
I ' m not interested in my career? You know my boss, Choose the word.that best completes each sentence.
he's a real workahohc. H o w c a n I convince h i m that
taking time off doesn't mean that I d o n ' t want t o 1. Carol Bemasconi works i n strategy
progress? a lifelong b corporate c equivalent
Olive: You d o n ' t have to worry about that. Maybe he doesn't
realise how you feel; this might make h i m think. Now, 2. She feels that she needs a
how long would you like to take? a pattern b break c chain
Carol: I ' m still keen on three months. D o you think that
would be possible? 3. Ohve tells Carol about t h e new scheme.
Olive: I think we can probably arrange that: two months paid a vocational b sabbatical c equivalent
and one m o n t h unpaid. I'll give you the information
and the application form. You can go away and think 4. She understands that everyone needs time off to their
about it and get back t o m e next week. H o w does that batteries.
sound? a recharge b collect c highhght
Carol: That's great, thank you, OUye. 5. T h e new scheme is part of a work/life programme.
a space b sample c balance
Task 2
Put each word below into one of these categories: evolve ; (.)
acceptance ; (.)
money (a), people (b), workplace (c) family commitments (.)
acute labour shortage
1. refund 9. auditorium
nrespective of
2. suppher 10. taxation alter () market oneself ;
3. location 11. trader aimed at ;
appeal (s.) , ,; motive (behmd) ;
4. division 12. headquarters
(.) , ;
5. distributor 13. shares broad primarily ;
6. reception area 14. debt cover (v.)
currently >1 ; retam
7. manufacturer 15. chap varymg needs
(.)
8. securities enthe
88 Unit 10 Balancing wori< and life 89
Tasks
pet/plant care /
Complete the form.
dependant
duty
laundry ; ( )
( ,
travel arrangements , ..)
( -.)
undertake
For Your Convenience
making life easier
Please complete all details and hand to your ?{Z consultant.
Name:
Department: Staff No.:
Payment details: Cash Payroll
Testi Choose
one of the
Ablue ...
company.
Wrong! WeU done! 5 Correct!
After-... service.
Go to number 8. Go to number 4. Go to number 25. Got 0 number 14.
staff "6
sales :i 25
Providing ttiat personal touch!
bcate , ; msurance costs
(.) Some companies in the U S have created a new term
eply with maintam control . which they call hoteling - providing employees with
equipped and furnished work spaces that c a n be
contribute to(wards) {!) measure (v.) , booked by the hour, day or week. To make it more personal,
the electronic desktop is customised with the individual's
costs involved ; output ;
personal photographs or other souvenirs which are t h e n
home environment proposal
suit (5.) , removed at the end of the session!
equipment survey (s.)
health and safety regulations work space
i
customise {Br.); ;
customize (Am.) {.)
Task'i
equipped /
Sequence to reflect the contents of the dialogue.
session , ;
a Next, Ian asks about the necessary office ?pace. {.)
b Two of Elecom pic's managers, Ian and Dave, are discussing
the possibility of employees working from home.
Task 2
c Dave answers that it is actually cheaper to provide staff with
the equipment to work from home. In each set, cross out the word that does not belong.
d fan's final question is regarding those people who may n o t 1. collect, customise, gather
actually want to work from home. Dave agrees that it may 2. sabbatical, leave, souvenir
not suit everyone and he proposes a survey to fmd out what
3. measure, fire, sack
the staff think.
4. complete, entire, virtual
e Dave reckons that work spaces c a n be reduced by 50%, the
5. subsidise, attain, obtain
other 50% would need to be booked as required.
6. questionnaire, equipment, survey
f Ian begins by talking about t h e costs involved.
7. wide, regular, broad
2. 3. 4. 5. 6. 8. insurance, hnk, connection
96 Who is who? i Who is who? 97
Tasks
Teleworking
Fill in the questionnaire.
Are technological developments making t h e formal
workplace redundant? The growth in working from home is
being led by British Telecom and AT&T.
Reducmg the number of commutmg journeys benefits the
Elecom pic
environment and saves on overhead costs t o organisations. In order to help us consider yoi^ir application for telework,
However, it is not all roses. For some, telecommuting brings we would like to ask you a few questions about your plans.
isolation, disruption t o family life and exclusion from the If you have any queries regarding this questionnaire, please
office network. contact Lesley Fradley in Human Resources.
Some organisations are dealing with these problems by Health & Safety
setting u p local satellite offices. Employees still have to
Where in yodV home would you set up your work space?
commute but the distance is shorter. Once there, they have
Se\)arate room shared family room
t h e b e n e f i t of w o r k i n g w i t h c o l l e a g u e s a n d k e e p i n g
up-to-date with t h e office gossip. IS the main light source: Natural Artificial
Approximately what ptrctntaqe of your working week would
you plan to work from home?
100% 80% 60% 40% 20%
AT&T American Telephone and It is not all roses, {.) He D a t a Protection
Telegraph . who else is likely to have access to your work area?
benefit (v.) keep up-to-date
No-one else Family members Visitors
braefit (5.) ; local satellite offices
coDeague , , Working h o u r s
ctHnmuting journeys what pattern of working hours would you prefer?
office gossip ()
Standard (Mo-FR) Flexible full-time Part-time
deal with problem overhead costs A b o u t yourself
; ;
what are your main reasons for requesting telework?
disruption (to) {.) redundant ,
( ); ; Reduced commuting time Childcare/Dependant care
set up Increased flexibility
telecommutmg (
exchision (&) (); ) Thank you for completing this questionnaire.
() /
4 30
98 Unit 11
Unit
This unit deals with contracts, reading the small print and
access (s.) 1 U of contract.
breach + +
approximate(ly) ;
artificial light source
m order to ,
What's in a contract? legally bmding
legal relations
It is often assumed tliat a contract is only valid if it is in Seek damages
writing. Whilst the written form is the more usual, a contract valid in: only valid ;
may also arise from a verbal agreement or be implied from if in writing
the conduct of the parties. Certain types of contract, such verbal agreement
wronged party ; ,
as consumer credit agreements, must be in writing.
In order for a contract to be a legaUy binding agreement, it
must contain the following elements:
Tasks
There must be an offer and an acceptance.
Tick ( ) the appropriate box.
There must be consideration (i.e. something must
be offered in exchange for somethmg else). Yes No
There must be an intention to create legal relations. 1. Assuming something means supposing
something.
Breach of contract may result if one of the parties fails to 2. A valid contract means a legally unacceptable
deliver o n the agreement. In this case, the wronged party contract.
may be able to seek damages in a court of law.
3. Arising from something means resulting
from something.
4. Acceptance of something means agreeing
to something.
arise 5. Exchanging sometliing means hiring something.
assmne ;
breach of contract 6. A breach of contract means a contract
conduct of the parties is overdue.
consideration 7. Receiving damages means being compensated
court of law .through a court of law.
credit agreement
bOs to deliver 8. Implying something means signing something.
/
euhange in: -.
exchange for
Le. (that is)
ipiied contract ^
1 Unit
T Stylehouse re-thinks its marketing strategy 107
Taski
break down (v.) move (v.) {.) Choose the word that best completes each sentence.
corporate market ( )/
; 1. Franchised hcences form the of Stylehouse's shops.
preferred supplier a intention b majority
critical
customer base product range / 2. Their more expensive ranges are not moving as as
; before.
a rapidly b plenty
cut costs ; promote ,
; 3. Stylehouse might not developing the domestic market.
decorate ; up on the last quarter a shift b regret
/ ()
4. A big recession whl certainly affect the economic
domestic sales / market
recession , (, a situation b series
economic situation , 5. However, there are always individuals with ., money to
);
spend.
figures ; Relate it to... {.) ,
, ... a severe b sufficient
financhise in: under firanchise sales manager 6. Stylehouse must make itself their suppher.
licence ; ;
a preferred b critical
mail order series ; , ; {.)
najority shift sHghtly , What's in a brand?
What do you make of that? ;
, no , Coca Cola is a brand recognised throughout the world
?/ simply , with some 60% of its sales coming from outside the
, , soft flunlshuigs United States. T h e distinctive red and white logo is
? so closely identified with the aU-American image that it has
aibetmg strategy (, acquired pohtical status in countries antagonistic to the U S .
; ,
This has led to its restriction in significant markets such as
.)
China.
... that's worth domg. ...
.
110 Unit 13 Stylehouse re-thinks its marketing strategy 1 1 1
How important is marl(eting?
antagonistic to ( )
brand ( ) The purpose of marketing is to gain and keep
closely identified (with) () One part of this is achieved by attributing desirable v ^ k s to
distinctive the product or service which will become L O D G E D m the
logo (); customer's mind. This is known as "branding'".
recognised
T h e marketing mix is m a d e up of four compracals
restriction
product, price, place and promotion. Successfiil maitatiue
involves identifying the correct mix to achieve the most sales.
Task 2 The product may be excellent but if the price is wtooe. k
wiU not seU.
Choose the word to complete each sentence.
1. The situation is changing; the is turning. Another part of the preparation involves doing a S W O T
analysis. This looks at the Strengths and Weaknesses B E H I N D
2. Prices are going tlirough the at the moment. the product or service (the internal factors) and the O P P O R
3. The workforce was u p in.. tunities and Threats that wiU influence success (the E X T E R N A L
4. The share price has taken a factors).
5. Irregularities may be brought to
6. If you are not careful, you will land in hot
7. Even the best ideas can
8. Think before you make a decision.
attribute desirable values to sth. -.
a roof e light
b backfire f water become lodged (.) ();
()
arms g twice
component
d tide h tumble mvolve
1. 2. 3. 4. marketmg mix
5. 6. 7. 8. mind (s.) ; (.)
1 1 2 Unit 13
Unit
Tasks
This unit deals with seUing, attending a sales confeiane,
Canplete the form. making sales and completing a business letter.
Strengths:
Weaknesses:
Opportunities:
Zak: Overall profits are up by 49%. We now have 68% market
Threats: share, an increase of 20% on last year.
The audience applauds.
And now the moment we've all been waiting for! The
part of the conference that really fires us all up! It giws
me great pleasure to present this year's awards for top
sales. Starting in reverse order, in third position. Td
Uke you aU to give a big hand for Amy Carter Would
you step up here, Amy? ^
114 Unit 14 115
Ttie sales conference
The audience applauds. Zak: We'U have a short break for refreshments now
Amy: Thanif you. they're being served in the large haU adjacent to
Zak: As you loiow, A m y only joined Americom eigliteen the ornamental gardens.
montlis ago and has already achieved 65% over
target. N o w Amy, teU us how you did it!
Amy: I can't take the praise o n my own. I couldn't have
managed without the guys in my team.
Zak: Let's hear a big cheer for them! adjacent to , mcredible
The audience cheers. jom ( company) (.)
annual sales conference
In second position we have Geoff Allan. Geoff is
Let's hear it for ...
here for t h e third year running and has this year ...
managed t o double his target. TeU us how you market share
applaud
feel, Geoff! ornamental garden
avid(ly) in: listen avidly
Geoff: It's great, just great. I ' m really pleased to be here (-0)
again. bottle (v.) ifig.) (.) overall
Zak: A n d we look forward to seeing you u p here next praise (s.)
year. W h o do we have in top position? First prize cheer sth. off
this year, a Bahamian cruise and $10,000, goes to cruise (.s.) refreshments
double one's target
the salesperson w h o managed a n incredible 175%
/ third year runnmg
over target. Let's hear it for Carol-Ann Smith! H o w
do you feel Carol-Ann? fire up ;
give big hand for
staggered
The audience applauds. substantial growth
-.;
(-.)
Carol-Ann: I ' m staggered. I reaUy can't beheve we pulled it
guy (.) target (s.) , ; (.)
oW.
in reverse order
;
Zak: I ' m sure everyone out there is hstening avidly to
;
learn your secret. Whatever it is, I ' d like you to
bottle it - I ' m sure it would make great sales!
Cflro/-Ann: A strong team, a n excellent product and a certain
Taski
amount of luck!
Zak: WeU done aiiyway, and enjoy the cruise! Name the word or words to complete each sentence.
Carol-Ann: Thank you very much.
1. Americom's i . . . 1 sales conference takes place in
The audience applauds. ^ Dallas. ih.
116
The sales conference 117
2. Zak Douglas, Americom's president, announces that compa
Task 2
ny's 1 profits have increased by 49%.
3. He is also p .n g this year's awards for top sales. Restore word order.
4. H e starts in r. o , t h h d position, then second 1. a positive asset / in sales talk / Lateral thinking / can be
position and fmally the winner.
5. Carol-Ann, the winner, is s d and can't reaUy be 2. reaUy wants / thmk about / You have to / the customer / what
lieve they p it off.
6. Zak says that everyone is hstening a ; they would 3. the product itseh" / actually does / It could be / or what the
hke to learn her s t. product
Making sales
The job of the sales force is not easy As the primary source
actually of revenue, they also provide the vital hnk between a com
,
asset pany and its customers. Apart from finding prospects and
posidve ; making deals, they also need to handle complaints and
counter in: over the counter ; objections, and solve problems. After all, existing customers
electric drill offer one of the best sources of repeat business and getting
lateral thinking that business in the first place took time.
tool ;
119
118 Unit 14 '^he sales conference
Tasks
Order-taldng is the most passive form of sales and active
selling demands m u c h more. One of the hardest ways to Read the letter and reply.
drum up new business must be cold calhng and even expe
rienced salespeople may find they d o n ' t reUsh this approach.
Following up leads or referrals may make this easier by pro
viding a 'warm' link to get a foot in the door, but the sales
person still has the job of persuading the customer to buy. ... Sy design
A strong sales team also needs good support and t h e confi
dence that when they promise something, it can be dehv- Sabme Gupta 31 January 2000
ered. I n the tough world of competition, a good sales team Giftbox
may mean the difference between survival and extinction! Shepherds Market
London ,
Dear Sabine,
approach (s.) handle complaints/objections On behalf of Stylehouse, I would Uke to apologise for the
cold calling - / problems you have recently encountered with your window
( lighting system. I hope the situation has now been resolved
, persuade the customer to buy to your satisfaction. If you do have further diflicultes, please
do not hesitate to contact me.
, -.
, primary source of revenue
I wiU be in the London area on 9 February and would hke
) prospects (.) to take this opportunity to invite you to lunch. I would be
drum up business (.) grateful if you could caU or write m e a note to confirm
; referral whether this wiU be convenient for you.
(
existing customers - ) With kind regards,
relish
experienced repeat busmess Karen Jones
I
extinction
follow up lead sales force I Karen Jones
-. vital Unk Sales Manager
get foot m the door ()
Unit
120 Unit 14
This unit deals with advertising, creating a mail order ser
apologise for I hope the situation has been vice, the art of "pigeonhohng" and writing an advertisement
-. resolved... , ' using A I D A (Attention, Interest, Desire, Act) and U S P
difficulty ; ... (Unique Selling Pomt).
opportunity in: take this
gratefid in: I would be gratefiil opportimity to ;
; :
...
:
() Advertismg
hesitate in: do not hesitate to... satisfaction in: to your
; : satisfaction ; Stylehouse* is launching its new m a h order service. Aimed at
, : increasing domestic sales, the advertising campaign has to be
...
carefully planned. Janet Barker and David G o u l d s t o n e are
discussing their needs w i t h Daisy R o b e r t s , a n advertising
Task 4 consultant.
Dear Karen,
Kind regards,
Sabine Gupta
Tasks
Writing your advertisement
Read, provide the mformation and write your headline.
Ciioose your words carefully! Some have a positive effect
and excite interest - others send negative signals. New, free, Think about what we have told you about writing your
love, results and bargain all fall into the first category and advertisement. Remember AIDA and U S P ? First, imagine a
advertising is peppered with them. You won't see words such product or service that you want to advertise:
as death, risk, bill, accident and fail, however, which are
examples of what to avoid.
N o w decide what its Unique Selling Pomt is (what makes it
What does the advertisement need to do? AIDA is a useful different to other products or services on the market?):
mnemonic, spelling out the four essential ingredients good
copy must contain. N o w choose some words from the list below to make an
An advert must be able to grab Attention in the brief instant attention-s"abbing headline, but be careful! Unfortunately
available. It then has to keep the reader's Interest for long the words have become mixed u p , so you need to consider
enough to get your message across. Does it create Desire? If which are positive and which are negative before using t h e m
so, you might have a sale, but do not forget to tell the reader in your headline! (Think about your own responses to them
how to Act - where to buy the product, who to phone! if you are not sure whether they are positive or negative.)
Here they are:
Last but not least, do not forget your USP! Make sure you
tell everyone what the Unique Selling P o m t of your product new worry death risk introducing
or service is that makes it different to everything else o n easy save difficult loss comfortable
accident buy bargain cost special offer
offer
faU bill benefits results discover
tax discount money off guarantee problem
obligation you bad pay love
secret unique commitment announcing wrong
bargain (s.) () brief instant Before writmg your headline, here are some more useftil
copy (s.)
create desire points:
nuiemonic (.)
excite interest Be specific - do not use the passive form - direct the
pepper (v.) (fig.) ;
headhne to the reader by using you.
grab attention spell out Limit your headhne to a maximum of sixteen words.
() N o w write a short headline below:
essential ingredient unique selling point (USP)
;
()
128 Unit 15
Unit
This unit deals with computer viruses, systems ii K s d
discount the problem of computer hackers.
headline ; (.)
obligation ;
unique ; , Beating the virus!
Carl FUnt, the office manager at Granville, Thompson and Styled,
is telephoning Robert Bridges, who works in the emeiigeiic)-
support team at Elecom plc* as a senior IT speciahst.
Robert: G o o d morning. Elecom Systems Support, Robert
Bridges speaking. How can I help?
Carl: Morning Bob! It's Cari here. I ' m in a fix! Wfe hawe
a complete systems failure over at Moorgate wtndi
we can't identify. Our systems engineer is on ka%c
at the m o m e n t and there's no one here who can
help.
Robert: G o on. What's happened?
:
130 Unit 16 Beating the virus! 131
Tasks
Suggest the corresponduig definitions.
1. virus =
2. bug
3. hacker =
4. download -
5. Internet =
/ 00s
1. 2. 3. 4. 5. 6.
allude to pejorative sense ;
confuse ;
be sparing with (.)
embodiment spm (s.) , ;
inclination (.)
opponent vilify , (-.)
Managing tlie crisis 139
Task 2
Match the words to form collocations
1. spin a income
2. downward b relations
3. press doctor
4. disposable d spiral
5. public e limitation
assorted ;
conflicting
I
crisis management
disseminate
properly executed
140 Unit 17
Tasks
Read the announcement.
Elecom pic
Communicating to the world
due in: is due to open ; ;
:
lengthly discussions ;
press pack
supplement (v.) ,
Taska
Tick ( ) the appropriate box.
True False
1. One thousand people will begin working
at the new call centre in August 2000.
2. Leeds and Glasgow are among the existing
centres.
3. More information on the new call centre
is available.
3 Unit
Ttiis unit deals with late payments, added interest, managing
credit and collecting payment o n an overdue account.
Collecting payment
Coopers Limited* is having a difficuU time financially T h e bank 11
manager has been on the phone wanting to discuss the size of
the overdraft. With the figures weU and truly in the red, Eric
Wolton has asked his Accounts Manager, Elaine Walker, to do
some chasing.
Switchboard: G o o d morning, Stylehouse*, how may I help you?
Elaine: Good morning. This is Elaine Walker from Coop-
ers. I'd hke to speak to someone in your accounts
department.
Switchboard: Just connecting you.
Ed: Hello, Ed Austin here. How can I help? ^
- 1
Collecting payment 143
accounts department overdue account ,
addition ; (.)
overdraft
amount outstanding
( ) purchase (s.) ,
be m tile red
, reflect
chase , ; reminder (letter) -
(.)
... if you'll bear with me a moment. settle an account (.)
... .
invoice (s.) terms ()
look into something well and truly
-.; -.
Taski
Complete the sentences below using the following words: overdraft,
overdue, outstanding, size, purchase, addition, account, supervisor,
chasing.
1. The of Coopers' has become rather large.
2. The Accounts Manager, Elaine Walker, is up an
overdue
3. She telephones Stylehouse and gives a member of their ac
counts department, Ed Austin, the invoice and
order numbers.
4. Ed and Elaine do not agree on the amount
5. Elaine informs Ed of the daily of interest to all
accounts.
6. He puts Elaine through to his , who is surprised
that Coopers haven't received payment and promises to get
back to Elaine.
Collecting payment 145
Added interest!
Small businesses suffer most from late payment, but U K
legislation now permits t h e m to add interest charges to
overdue accounts. Aimed t o change the culture of late
payment exercised by big corporations in the interest of their
own cash flow, small firms can charge interest at 8% over
the base rate.
base rate
cash flow ;
charge interest ()
culture ; (.)
exercise (v.) ,
late payment ,
permit (v.) ,
Task 2
TVanslate the words in brackets to complete the sentences.
1. U K legislation now () small busi
nesses to add interest charges to overdue accounts.
2. T h e culture of late p a y m e n t has b e e n ()
by big coorations.
3. C o m p a n i e s () have t o send out several
()
4. It can sometimes be quite a () before a ()
is paid.
5. If accounts are not () ^ o n time, smaU
companies can run into financial ()
I I 146 Unit 18
Managing credit
Good credit management may be a company's saving grace
and is vital to maintaining a healthy cash flow.
It is important to establish a credit policy with all chents
which clearly communicates details of credit terms how
much credit is allowed and when payment wiU become due.
If payment is stiU not forthcoming after polite and insistent
requests, it may be time to enUst the help of outside agencies.
This may involve a brief letter from a solicitor or it may
involve a debt collection agency.
Prevention is better than cure! Checking a client's credit
rating to determine credit limits is essential, but it is also
important to keep a weather eye o n that company's financial
health before "will not" pay becomes " c a n n o t " pay!
forthcoming !!, ;
(. )
credit limit
credit management (
)
credit policy
credit rating
debt collection agency
enlist ;
(.)
establish ; (.)
grace
keep a weather eye on sth. -.
prevention is better than cure
request in: insistent request ; ;
: 11 ^
Collecting payment 147
saving grace
solicitor ; .
terms ( )
Tasks
Read the letter and reply.
Coopers Limited
Building for you since 1894
Sarah Barton 30 March 2000
Accounts Supervisor
Stylehouse
211 O xford Street
London
WIX 5EF
Re: Overdue Account
Dear Ms Barton,
Despite previous applications for the immediate settlement of your
overdue account, the debt remains unpaid.
Take notice that if full payment (22,306) is not received by return
of first class mail, we shall, without fiirther notice, take legal action
to recover the debt, all costs and interest to be borne by you.
This is our final communication on the issue.
Your sincerely,
Elaine Walker
Elaine Walker
Accounts Manager
148 , Unit 18:
application ; ; (.) -?
( / )
issue (s.) ,
previous
recover ,
settlement in: immediate /
settlement
Dear
Your sincerely,
Unit
This unit deals with going online, designing websites, Inter-
net cookies and understanding websites.
kit tk
150 Unit m
iiccess (v.) ; (.) raise one's profile (.)
( )
iiudience ; (.)
secure(ly) (-)
lrowse , ; shape (v.), (s.) (.)
; (.)
come up with showroom
customer 1%/- (
/ )
I'-commerce staggermg
; wander off to / (
I'ncrypted )
net frustrated You've talked me round.
.
Taski
Sequence to get the contents of the dialogue.
a Alex listens to these points but isn't entirely convinced; he is
worried about credit card security.
I) Stephen responds by explaining th^t it is a safe method of
buying, as online security is quite good nowadays.
c Alex Brown of Stylehouse is considering the benefits of hav
ing a presence on the World Wide Web.
d Secondly, he shows how cost savings will be made, as a web
site is a virtual showroom, accessible from anywhere in the
world.
e Stephen tells Alex that firstly, it is important to keep up with
the competition and not get left behind.
f Stephen Roberts from Elecom's web design team is explain-
mg to him how a website could raise Stylehouse's profile.
1 2 3 4 5 6
152 Unit IS
What is coolde?
Bearing n o relation to the biscuit barrel in your
kitchen, an Internet cookie is a text file placed on your
computer when you visit a website. The cookie is then used
to monitor the number of thnes an individual accesses that
website and can also retain personal information about your
buying habits.
I
biscuit barrel (Br.) (.)
buying habits ,
cookie (Am.) (.)
monitor (v.) ,
relation in: bear no ; :
relation to -.
Task 2
In every set, choose words that are similar in meaning.
Once you have set your objectives, you need to consider the
content. This is the time to make use of the capabilities
offered by the web - such as interactivity and dynamism -
and not to treat it simply as another way of reproducing
existing brochures.
Web content should be clear and attractive. It should be
easy for users to navigate the site and access the information
they need. A site that takes a long time to download runs
the risk of deterring visitors from staying around.
You should seek t o encourage people to visit your site
regularly by keeping the content fresh and up-to-date. A
good website is a Ibng-term commitment!
capabilities
complement
commitment in: long-term ; :
commitment
customer options ,
content
deter (from doing stb.) -.
encourage
target audience
I Unit
This unit deals with the labour market, the role of H u m a n
Resources and the problems facting high school leavers or
graduates.
americom looks
at the labour market
Americom Incorporated's* business is in the fast growing area of
i n f o r m a t i o n t e c h n o l o g y ( I T ) . Sales are rocketing, a n d in
anticipation of this trend continuing, the board has given
approval for a new call centre. It is now up to the H u m a n
Resources ( H R ) team to come up with a short list for the best
locations. ^
Americom lool<s at tlie labour market 155
24/7 (24 hours/7 days a week, is huing and firing (.)
i.e. continuous service)
adaptable labour pool ;
( )
anticipation of oversight , ,
-.; ; (.)
-. part-timer
approval
board, the research (s.) ;
check out (.)
commutes rocket (v.) ;
(),
commuting shiftworkers
short list (
be crucial )
stung in: get stung (.)
development potential ;
()
folk ; take ages
go for (.)
-. unemployment levels
headquarters -
Americom lool<s at ttie labour market 157
Taski
Match to fonrm sentences.
1. Americom's sales are a is crucial.
2. Approval has been given for b a new call centre.
3. The H R team is c not go for big comrnutes.
4. An adaptable workforce d rocketing.
5. However, cah centre e checking out the best
workers do locations.
1. 2. 3. 4. 5. 6.
fund oneself {.)
menial jobs {.)
nickname (v.) ,
I'
158 Unit 20
Task 2
Suggest the missing words.
1. Many -graduates liave to f. thiemselves through uni-
versity.
2. They may worlc p - in the evenings or at week-
ends.
3. They sometimes take m jobs in the service industry.
4. Some kinds of employment do not require a high level of
s
5. A McJob is n after a famous hamburger chain.
downsizing
elusive ; {.)
layer ;
nrnnagement layer
career path
retire
shortage
shrink ()
Task3
1 Choose Heahh
Jest 2
and safety....
one of the
two answers;
move to the box regulations 8
shown transparencies 15
Wrong! 7 Wrong!
Go to number 8. Go to number 4.
Mail... service.
Go to number 29.
order 111"*- 16
instant ^ 24
... an account.
Go to number 22.
Settle '^22
Deter 18
21 Wrong! 22 Correct!
... Resources.
Goto number 13.
Folk 1""- 17
Human 19
8 Correct! Wrong!
10 Wrong!
... complaints.
Go to number 25. Got o number 14.
Plummet 6
Handle "ii*. 25
Correct!
^41 ^lygood!
15 Wrong!
Wrong!
24 Wrong!
25 Vfery good!
... at;risis.
Go to number 27. Go to number 12.
Man age 111*14
Meh 1.149
28 Wrong!
29 Good!
Clos eof..,.
Go to number 20. Seek 11 threI t 111* 26
Sue ii#27 bushless 111*4
6 30
I Unt
k This unit deals with taxation, paying VAT (Value Added Tax),
m government tax levying and fiscal policies, and filling in a
bank statement.
ne Mr MM will be calling!
The end of the financial year approaches at Coopers Limited*.
T h e VAT return is due and despite the immaculate record
keeping of Accounts Manager, Elaine Walker, the figures are
not looking good. The VAT inspector is due in seven days' time
and both Eric Wolton, the Managing Director, and Elaine are
going over the accounts.
advance (v.) () claim sth. back
; ;
bad debts ; Customs and Excise Department
become payable
() is due ^
I 164
get onto
go over the accounts
Unit 21
j^ Raising finances!
Just as modern governments raise money by levying
taxes on popular commodities such as alcohol and tobacco,
so earlier regimes l o o k e d for imaginative s o u r c e s for
additional funding. Some of the most unusual were a tax o n
hearths in seventeenth century E ngland and a French tax
on windows and doors. The latter was finally abolished at
the beginning of the twentieth century!
The VAT man will be calling! 165
abolish
commodity
hearth
levy a tax ();
Task 2
Use the right word to get a collocation.
1. keep a eye o n a invoice
2. pick u p the b foot
3. be in the weather
4. weU and bill
5. put the final to truly
6. get a in the door pieces
7. raise an g red
8. fit the h touches
argue ; the least likely candidate for (.)
boost in: give a boost ;
: ()
cool down , loophole in: tax loophole
curb , ; :
encourage / curb customer
spending / lower taxes
overheat
plumber
tax evasion precise details ;
draw fine line redundancy
() stagnant economy
fiscal measures /
take steps (to)
fiscal policy , -.
tax allowance
The VAT man will be calling!
Tasks
Use the information on p. 168 to calculate the final balance.
DR = o v e r d r a w n a c c o u n t
168 Unit 2 1
Please e n t e r t h e a d j u s t m e n t s i n t o t h e r e l e v a n t parts o f t h e
statement and calculate t h e fi nal balance.
balance (s.) , ,
bank credit
brought forward ,
cheque deposit
credit (s.)
debit (s.)
direct debit
interest charges
overdrawn account
standing order
statement of account
transaction
This unit deals with registration of trademarks, includmg
unusual trademarks, and the granting of patents.
Is it worth registering?
Colin Payne runs the Press and Public Relations business,
Adman*. Among the services he offers his clients is a Public
Relations management package which he calls Fressage. Colin
wonders whether he should register Pressage as a trademark. An
initial consultation with trademark agent, Amanda Wolfe, should
give him some answers.
Colin: I ' m not really sure about the benefits of having a
trademark, so I don't know whether I need one or
not. |
170 Unit 22
S
brand awareness leisure
opposition (.)
class (classification) {.) ; goods and services
;
cover (v.) ; - package ()
( -.) protection period
distinguish
end up (being sth.) ; register (v.) ()
{.) - renewal fee -
( )
file (v.) run search
indefinite(ly) {.) -
; {.) - search {s.) ()
trademark
unlike
Task 1
Choose the right word.
1. Colin Payne is considering whether to Pressage as a
trademark.
a lower b register argue
2 Amanda Wolfe explains that a trademark helps create brand
Unusual trademarks?
A trademark can be virtually anything, provided it is
unique to your business. The most obvious are perhaps words
(e. g. Kodak), logos (e. g. McDonald's golden " M " ) and
shapes (e. g. the Coca Cola bottle). However, you can also
register jingles (e. g. the Bacardi tune), numbers (such as
Chanel No 5) and surnames (e. g. Lacoste). More unusual
are smells (e. g. Unicorn's smell of bitter beer apphed to
flights for darts) and colours (e. g. Reckitt & Caiman's use of
the colour turquoise applied to their packaging and labellmg).
apply (to) obvious
bitter beer packaging
flight (darts) ( shape ; ;
) surname
jmgle turquoise
virtually ;
labelluig (;
; )
Task 2
List similar instances.
Words: Kodak,
Logos: McDonald's golden " M " ,
Shapes: Coca Cola bottle,
Jingles: Bacardi,
Numbers: Chanel N o 5,
Surnames: Lacoste,
Intellectual property
An organisation iiolds a variety of assets - tangible assets
such as property and buildings, and intangible assets such as
goodv/ill and intellectual property In order to protect its
intellectual property from theft and plagiarism, there are a
number of legal safeguards that can be used.
The granting of a patent confers monopoly rights, enabling
the inventor to enjoy the profits of an invention for a fixed
period - usually between seventeen and twenty years. To
qualify for a p a t e n t , t h e specification m u s t d e s c r i b e
something that is not just new but inventive.
A design relates to the external appearance of an article.
T h e design should not be purely functional and should be a
truly aesthetic stand-alone design which competitors do not
need to copy in order to compete. Once registered, a design
confers monopoly rights for a maximum of twenty-five years.
appearance () inventive
assets inventor
compete ( monopoly rights
-.) ; -
confer (on)
external appearance () purely ;
safeguard in: legal safeguard
granting of a patent ; ()
specification
intangible assets stand-alone " ";
() (.)
intellectual property tangible assets
invention theft
174 Unit 22
Tasks
Tick ( ) the right box.
Yes No
1. Your surname is your first name.
2. Something is obvious when it is hard to see
or understand.
3. A safeguard is something that offers protection.
4. Granting something means allowing or
permitting something.
5 JJieft is when something is given to you.
6. Something that is stand-alone is independent
of other things.
Unit
Tiiis unit deals with product design, the role of R & D ( R e -
search a n d Development) t e a m s , the origins of granting
patents and JIT (just-in-time) manufacturing.
adhesive (adj.) , off the top of one's head (.)
(..
anticipate );
be caught short , production costs
. (
disable )
gadget () property ,
retail at about 15 per item
have sth. in mind ()
hazard in: health hazard 15
; :
scale (s.) (.)
in the region of , similar in scale
safe in the knowlei^e that sleek
: soak up
TOM, stick (to) (v.) ,
launch date
straightforward
make (5.) (.) ; , strip (5.)
turn around
makeup (.) , ; (.)
, .
Task 1
Suggest the missing words using their Russian equivalents.
1. Ele com's R & D team, James Marshall and Michael Hurley,
have designed a () about the size of
a credit card.
2. When it is attached to mobile phones, it will ()
any low level ()
that are produced; it should sell exceptionally well. |^
178 Unit 23
J^ Protecting inventions!
Although the origins of granting patents on inventions
are imprecise, some of the oldest can be traced back to
England where there is a continuous history extending from
the fifteenth century. The eariiest known patent was granted
in 1449 for a stained glass manufacturing pi-ocess. Not all
patent applications were successful, however. Elizabeth I
refused to grant a patent o n a design for a water closet on
the grounds of propriety!
imprecise ,
manufacturing process
propriety in: on the grounds ; :
of propriety
stained glass ;
trace back to ();
From design to product 179
Task 2
Restore word order.
I. traced bac]< / Some of / can be / in the world / to England /
the oldest patents
Just-in-time
Just-in-time (JIT) manufacturing is one example of a process
that would be impossible without the use of sophisticated
computer systems combining information o n sales, inventory
and fiiture product requirements.
By maintaining exact and current information o n the number
of items in stock and the number of items sold, just-in-time
manufacturing systems can produce the right amount of the
product at the right time, thereby avoiding overproduction.
The chent benefits from lower storage costs and does not
have to invest huge amounts in inactive stock.
180 Unit 23
cost-effective
economies of scale
( )
in stock
inactive stock
inventory -
product base ;
scale (s.) ;
storage
surplus ,
thereby ;
time scale
Tasks
Fmd the word.
1. lepinventorywtexplibkewn
2. surplusmaquingedifstezoy
3. pluvaxmijstoragemertbixa
4. zertyopalwuvikscalejuggu
5. miccoplawbkannostock
_ U n i t !
Tliis unit deals with financial difficulties, being in debt and
filing for Chapter 11 bankruptcy in the USA.
iidministration order insolvency practitioner
()
; interest rate
Let's face it ... (.)
amount to ( -. .../...
), () mortgage sth. (v.)
voluntary arrangement overdraft (
)
compound ( problem) , point of view
( .) pull the plug on sth.
creditor -.
destroy , to call in the receiver (.)
do sb. favour
,
enquiry (inquiry^.) ; recoup
escalate (. g. debt) (.) steady stream
, ()
Koodwill , tender (for job) (v.)
Taski
Order these statements to reflect the contents of the dialogue.
a Eric does not want the bank to destroy his business, howev
er, and he wonders if there is another way to save it.
b Richard finally suggests that an insolvency practitioner is
called in and a company voluntary arrangement agreed.
c Although there is plenty of ongoing work and a steady stream
of enquiries. Coopers is in financial trouble.
d Despite this, Richard says that Coopers' debt is escalating to
the point where it cannot be covered by Coopers' assets. ^
184 Unit 24
chemist
disconnection notice
ignore
ostrich
outdated stock !!
Task 2
Name the plural form.
1. shelf
2. class
3. commodity
Coopers is in financial trouble 185
4. guy
5. criterion
6. Imowledge
afford (.) ,
bankruptcy
debts in: pay off debts ; :
discharge (v.)
make provision (for sth.) ; ( -.)
Match antonyms
1. enquiry
2. destroy
3. repayment
4. outdated
5. survival
Unit
Tliis unit deals with corporate expansion, diversification and
creating a diversified portfolio.
is fast approaching {.) departure ;
assess favour (v.)
averse fill! proposals {.)
branch out
broadcasting
demand in: growing demand get (start, set) the ball rolUng
; : (
-.)
WiU Americom brancli out? 189
Taski
Match to form sentences.
1. Americom is considering a integration.
2. The board is b departure.
3. Simon thinks it's a bit of a c branching out.
4. Olivia favours vertical d having a brainstorming
session.
1. 2. 3.
collapse (v.) ;
portfolio ;
190 Unit 25
put all one's eggs (.)
in one basket
prime market
unrelated ;
Task 2
Use the following words to complete the sentences: face, head, arms,
foot, steps, door.
1. We'll try to get a in the
2. Let's it.
3. They're u p in
4. That's off the top of my
5. We'll have to take to rectify the situation.
Tasks
Take out the word that does not belong.
1. a fail b collapse c survive
2. a bankruptcy b variety c range
3 . a ignore b branch out c expand
4. a escalate b increase c recoup
5. a make b demand c brand
1. 2. 3. 4. 5.
f
Wilt Americom brancti out? 191
aircraft engine
lucky (enough to) ( -.)
diverse business portfolio (.)
domestic appliance
in one's own right
major contributor (.)
merger
operations (.)
stake in: have stake (m) ; : ()
192 " Unit 25
Task 4
Complete the form.
compile
Unit [
This unit deals with deregulation and the advantages and
disadvantages of a free market economy, government regula
tion and privatisation.
30
194 Unit 26
every Tom, Dick and Harry (.) red tape ,
, restrict
() see eye to eye
make point (.) ; , -.
stifle ,
paternalistic approach ; the professions -.
(.) , ;
way too much (.)
Task 1
Suggest the missing words.
be desperate for sth. -.
beneficial ,
scoop up ,
verge on -.
Task 2
Choose the right word.
1. Some of the effects of deregulation in the U K have been
a beneficial b adhesive
2. Others on the bizarre.
a verge b disagree
3. Scottish buses are now by a large number of different
companies.
a stifled b operated
4. They are ah for passengers and race to scoop t h e m up.
a desperate b radical .
Free market economy or government regulation? 197
divide up
fare /
fraction
no-frills , ;
price-fixing
public utilities ;
the latter half (. 20 )
198 Unit 26 ^
Tasks
Tick ( ) tlie right box.
Yes No
1. Many industries were nationalised during
the first half of the twentieth century.
2. All natural monopolies, such as public utilities,
have remained in government hands.
3. The increased competition has some advantages
for the consumer.
4. Price-fixing policies operated by private airhnes
in the u s kept fares low.
Unit EEll
Tliis unit deals with different types of mergers, takeover bids
and the selhng of assets.
Reporter:
Unit 27
announcement , have egg on your face (.)
be preyed upon (.)
-. merger
bid (s.) investigate ;
off ;
express concern job cuts
get rid of sb. refer the matter to
-.
Task 1
Answer the following questions.
1. What is the government going to investigate?
5. How can companies offer consumers the best value for money?
202 Unit 27
demise
hostile takeover bid ()
strip (v.) (.) ( )
vulnerable
Task 2
Complete the sentences usmg the following words: demise, talteover,
bid, vulnerable, defend, stripped.
1. Some companies become to hostile takeover bids.
2. Many company chairmen a planned merger.
3. A can result in a company being closed down.
4. An acquired company may be of its assets.
5. A company's usually follows the selling off of
its assets.
The deal might be off! 203
conglomerate Integration
lawnmower
merger
occur ,
reverse ;
204 Unit 27
Tasks
Match to fonm compound words.
1. conglomerate a line
2. production b manufacturer
3. raw c integration
4. lawnmower d materials
1. 2. 3. . 4
Unit I
Tiiis unit deals with the advantages and disadvantages of the
pound or the euro, and the foreign exchange market.
l l ^ g i III!
206 Unit 28
bail out enlarged ,
call time
( exaggeration
/) monetary union
argue the case for / against sth.
/ spot (v.) (.)
-. tie (s.)
count (sth.) as (sth.) ; Who's to say?
(.) ?
Task 1
Pound or euro?
A country's currency is an emotional subject! It is now
unclear whether the U K public, left to its own devices,
would have had any strong objection to monetary union.
Political parties have used it as a tool in their campaigns
and the press have been zealous in whipping up support for
the pound as a symbol of national identity. Logical arguments
for and against are lost in a wave of hysteria.
leave sth. to his / -.
her own devices
objection
wave (s.)
whip up
zealous ,
Task 2
Match to form collocations.
1. whip up a with another company
2. merge b a proposal
3. strip c taxes
4. set u p d in business
5. consider e an invoice
6. grant f assets
7, raise g support
8. levy h a patent
1. 2 3. .. ... 4 5 6 7
-Ill
Arguing tlie case for ttie euro 209
Foreign exctiange
Like any other market, the foreign exchange market is
affected by supply and demand. Taking the U S and the U K
as an example: an increased demand for U K exports may
lead to the appreciation of the pound ( / G B P ) , or in other
words, the pound gets stronger against the dollar ($ / U S D ) .
As the pound rises in value, however, the cost of U K exports
also rises and they become more expensive for the Americans
to buy. D e m a n d is then lowered, which may lead to the
d e p r e c i a t i o n of t h e p o u n d against t h e dollar a n d t h e
fluctuation starts again.
Foreign exchange transactions are recorded in a country's
balance of payments which may show a surplus or a deficit,
depending o n the level of currency being bought or sold to
exchange for goods, services or other fmancial transactions.
Market intervention occurs when a government or relevant
monetary authority intervenes o n behalf of a particular
currency to influence its market rEfle.
appreciation ( )
depreciation ,
fluctuation ( )
foreign ex change market / ;
transactions ()
Intervene
market intervention ( )
supply and demand
210 Unit 28
Tasks
Supply the missing words and forms to complete the sentences.
Green housing?
A conversation o n the golf course gets Eric thinking about the
future direction of Coopers Limited*.
Len: It's been highly successful. Indications are that ener-
gy consumption alone has been reduced by 70%.
Eric: That sounds like quite an achievement. When did you
first get involved?
Len: About four years ago, I met a G e r m a n chap at a func-
tion. H e was overseeing a building project outside
Hamburg based on sustainable development. It was a
212 Unit 29
I
projects, but cannot be expected to continue at the
same rate.
Eric: I'd like to get Coopers involved - it sounds Uke the
way of the future!
Len: You wouldn't regret it.
I
Green housing? 213
aim (s.) , insulation ;
angle (s.) (.) (,
..) local authorities
brick ;
brownfield site
( as opposed to
, ..) oversee ,
eco-housing reintroduce (.)
tunction , skills in: traditional skills
fund (v.) ; :
grant (s.) ,
greenfield site sustainable
; sustainable development
() timber ;
housing association -
' waste management
Indication ,
Task 1
Restore word order.
tax bUl
blanket regulation ()
devise ;
emission ; ;
incentive (to do sth.)
pollution
unit
Green housing? 215
Task 2
Choose the right word.
1. Emissions are a form of
a incentive b pollution c function
I. ..... 2 3 4 5
Ethical investments
are more popular than ever
The time has passed when companies could disregard the
opinions of their shareholders. Grovidng consumer awareness
means that a higher percentage of investors are demanding
more socially responsible action from the companies they
invest in.
216 Unit 29
conscientious , ,
disregard (v.) ;
endorse ;
;
socially conunitted
;
strictly true
,
"virtuous circle"
Oreen housing? 217
Tasks
Use the following job titles to complete the chart: Trainee
Programmer, Director of Operations (board member), Junior
Accountant, Sales Manager.
Chairman
Chief Operating
Officer
(boarrj member)
HR HR Senior Customer
Marketing Systems
Manager Manager Accoun- Services
Manager Engineer Analyst
(London) (Regions) Manager Manager
Customer rechnical _
f>itaprnenl| |0ekpH Marketing
Executive
Services Services
Pro-
grammer
Executiw Executwe Supervisor I Supervisor fl^""^'
Custoraer Technical
Admin Accounts
Services Services Pro-
Assistant Qerk
Agent Agent graimner
This unit deals with export restrictions and tariffs, and ap-
plying economic sanctions.
aomend ; get to grips with sth. 11
( -.),
appeal (v.) , ( -.)
impose in: impose sanctions
; :
be subject to sth. It must be quite a job ...
(- ); , ()...
-. maintenance ,
non-civilian purposes
missile
detection revoke , ,
dissemuiation
export restrictions spell trouble //
fraught with difficulties weapon
!! wholly ,
move in: devastating move , 11; :
erupt into (.)
harsli
import tariff{s), duty ;
random ,
resentment ,
Task 1
Matcli synonyms.
1. amend a take place
2. bill b alter
3. advantage invoice
4. oversee d benefit
5. occiir e monitor
1. 2. 3. 5.
Economic sanctions
In 1919, after the First World War, the idea was raised to use
sanctions as an alternative to military action, rather than as
an additional tool of warfare. More than eight decades later,
sanctions are now widely used, mainly by the US.
222 Unit 30
decline (s.) ;
diminish (), ()
drop (v.) ,
effectiveness ,
enforce ;
(. )
fan fi-om favour (favor Am.) -. ;
(.)
multilateral
switch to ; ;
unilateral
warfare ;
I
Getting to grips with exports 223
Task 2
Decode the abbreviations.
1. A G M
2. CV
3. E U
4. G B P
5. H R
6. ISO
7. NVQ
8. P L C
9. R & D
10. U S D
11. U S P
12. VAT ?
224 Test 3 :
Test 3
1 I Choose ...Added Tax.
one of the
two answers;
move to the box Value "li* 8
shown Worth "#. 15
Wrong! Wrong!
Go to number 8. Go to number 4.
21 Wrong! 22 Correct!
Stripping... .
Go to number 13. bids n*- 17
assets 11" 19
f
Test3 225
Research and....
Go to number 25. Go to number 14.
General 6
Development ^ 25
Free... economy
'Goto number 16. End of test.
market 5
fraction in- 28