Weare company INTERMEDIATE SSR eM nee ee ne Sco kenWelcome to your new learning space with IN COMpany 9.0 CIN Cn eRe Cua et eC atu m Tic as a business professional: extra language practice, video, audio and more! Before joining, you will need: your code (see below) your email a password Ready to get started? 4. Go to the website www.macmillanincompany3.com 2. Click ‘Activate your code’. 3. Type in the code. 4. Enter your email address and password. Make a note of your password. Important information! Each student has one code; do not share your code. Your code will last 18 months from the date you activate it. Ifyou need help, get in touch at help.macmillan.com incompany30 Your code: IC3IP622651913319 O00 00 0 0 aie Recommended minimum system raquirements fr ontine components Windows Macintoeh OS Woden xP BPS Wiedons 788 108 707/108) (cPUSpesc Cae? Die, Cow 2tue, CPUSoeed Core 210 (entaen) 253Ge” —2avaie” — fequvann) 19 Gh Bower” 8,8, 10/Feox/ Ovone ——Bmser San 5,6 erat conection eaies ‘Astional recommended minimum stom requirements AM: 168 for a2 ok, 28 ort Dea C24 TE pos, 2-8 coo Ad sone cara, OVD Payer or EVD.doos, For custome suppor please contact help@mecmien.comMark Powell incompany 3.0 INTERMEDIATE STUDENT'S BOOK aad MACMILLANincompany 3.0 at a glance Third edition Student’s Book: 1 Ee 01 Making contacts Per eum re Learning objoctives to == | __ track your progress zi ks soe Fluency and communication | activities on every page ea TR eel Roleplay activities consolidate the skills learnt eonetcu as offer er Engaging videos illustrate rue-tovlfe scenariosExtra material © Additional material for communicative activities INTRODUCTION ea Pemuacue nent CRU Tem = ts PUN LOM Grammar reference with detailed explanations of key points ——_| Phrase bank of key take-away phrases for quick revision Self-evaluation forms for Management scenario activities Listening scripts New Online Workbook and Student's Resource Centre Online Workbook Everything you need to build and expand on the Student's Book material outside the classroom, and all accessible online: Interactive activities to practise: = Vocabulary ~ Grammar ~ Reading — Writing ~ Listening ‘© Automatic markbook © Grammar reference ‘Student's Resource Centre An extensive collection of resources, all available to download: Student's Book audio ‘In company in action’ ~ Student's Book scenario videos © ‘in company interviews’ ~ additional video material © Glossary Answer key Phrase banks4 Contents Unit Business communication skills Reading and listening Language links Reading Nocabulary Conferences Discsring propriate conversation tapi Ablogaboutconference attendance Grammar Present Smpleand Present Keeping the conversation ping stoning Continous ‘laency Networking with olesgues and An extract from a busines travel Phrase Bank Networking [programme on conference vnes oope gocsipingat a conference People socalzing ata conference stening Vooabulary Telephone expressions voicemail Panning telephone call (Gramma Past Simple, time adverbs | oteplay Exchanging information on the Voicemail messages cage efor, ring finer telephone “Tlephane converatlons Phrase bank “slerhoning Checking and danifying facts and figures Reading Vocabulary Busines phrasal wads Fluency Querying information Articles: wo sportswear companies Grammar Comparative and Caring op minunderstandings superlatives bw Incompany interviews nits 1-3 Bact from meetings Phrase bank Checking understanding briefing meeting : val s ‘etve istening techniques ‘Reading he ‘Arte about elective lstening Ue Prelemticandcnstactive ae Reading Rules for secenful networking ‘Making the most of business networking Fluency Antworking event, vents {Bin company in action AL The netweringevent ‘2: Asef contact Reading Vocabulary Busines wipe “Arlefrom Newsweek about people who Grammar Flite question forms Making polite requests and enquiries We in two ties Phrase bank Disiness ve! Fleeney Dealing with travel stustons Artie: travel ps entifying signs ss British or Amevican ——_Ustanlng 5 isinee ravel conversations Roleplay Greeting visitors Short rxchanges in Betich and American Englch Conversations atthe airport iscsi youratitade tounge Reading Vocabulary Ofcelie telephone Mint-ert telephone statistics (Grammar vl ‘Making polite telephone requests using if Phrase bank Polite requests, fering and Could you? ‘Telephone conversations assistance, Ending call Making telephone expressions with Pi ’ Roleplay Dealing with ncoming cals YZ | Baines qiesionnaireon making decsions — Reading Vocabulary Money andmarkets | using xed expressions n meetings ‘ticle about James Sond films Grammar Conditionals te CONTENTS, Fluency Using the language of making decisions in company interviews Units 5-7 ‘Actor profiles: James Bond contenders Ustening Entracts fom a documentary Anexinact froma mesting Intervene with ames Bond contend reference) Phrase bank Decision-making §} Inencing pecs and subordinates Roleplay Using influencing techniques Reading Managing ip, dowa and ede Ustening Tnluencing tactic Reading How tohandle meetings onthe go ‘In company in action Bl: Meetingson the go 12: Aconstrtive meeting 3: A failed request “Completing questionnaire on cual Ttening Vocabulary Svaggertionand sanarenens Pro meeting conversations understatement ‘Talking about experiences Grammar Part Simple or Prosent Roleplay Engaging in small tlle Perfect Phrase bank Eogagingin small tlle ‘Discussing emall kes apd dislikes Reading Vocabulary Computes Guidelines for writing email, Eras (Grammar Pusure frre Simplifying lengthy email Listening Phrase bank Email, Weiting Exchanging ema ‘Volcemall messagesCONTENTS Business communication skills Reading and listening Language links Discussing qualities of good presentation Roading Vocabulary Presentations Pausing, pacing and sentence srs Anextact from First Direct website Grammar Past Continuous, ast Perfect, Delivering presentation Ustening Past Simple v Past Continuous ws Past ‘Seractrieg» presentation People conversing snd giving prosntation Perfo Using visuals “Anextract fom talk by Gay Kawasaki Phrase bank Thelanguage of Fluency Giving short presentation ‘Apresentation sbout atachricl problem presentations > In company interviews Units 11 eS i Entacts rom presentations Ait fora obileape Reading Motivating your team Fluency Delivering» motivation session ein company in ction Ci: Poormoreston 2: improving morale Discussing atitades to meeting Listening Voeabulary Ncwings Competing.2 questionnaiveon assertiveness Poople talking about ther attitudes to Grammar Medal verbs inmectings smoetings Phrase bank Interrsping Rologlay Interrupting» spesker Meeting in different counties preventing intrrspion Discuesng eneting spleen diferent Reading countries Meeting styles in three counts Discarsing diferent ypesof communicsion Roading Vocabulary Prepositions, Prepostional Correcting» formal eter [busines letter ‘phrases, reposition + noun * Writing Letters flowing upa sles meeting Listening reposition or busines contact Someone corectingalleague's business Grammar Mulc-ver expressions etter Phrase bank Leticr- welling expressions ‘iscasing solution e problems Reading Vocabulary People and products Expressions for making suggestions Artidet‘advice on solving problems Grammar Contionals (past reference) Fluency Conducting problemsalving Ustening Phrase bank Probem-soving, reetings Case studies: thre problems solved Brainstorming Problem solving meetings G| Workingina ream Fluency Probens solving team meetings Reading | Roleplay Dilfialt conversations Hanaling dificult conversations in the workplace ‘Brin company in action Di Pile conversations 12: Constructive conversations ‘Descrbing restaurante stoning ‘Vocabulary Food sna drink Doing quizon tablemanners and etiquette A conversation in restaurant [Grammar Ths passive Desribng typical dies from your country Conversations over lunch Phrave bank facing out Roloplay Doing business eer lunch Discussing teleconferencing stoning A wleconlanence Vocabulary Managing praject ling a short teleconference Reading Ax email exchange Grammar Reporting Fluency Dealing with emails and voicemail Phrase bank Teleconferencing messages “Sounding more diplomatic Reading Vocabulary Negotiations “Expescions for negotiating Extract from Gating Pst No Grammar Language of cplomacy Completing notes whilelistening to two Jake from Complete i's Gude Winning Phrase bank Negotiating negotiations Through Negotiation Roleplay Negotiating a contact tile about football {m incompanyiteyviows Units 17-19 Listening i People's views on negotiating Description ffothal player transfer deals ou and dont of being aeertve ae Tandling dificaltcstomers Understanding interest based negotiations Roleplay Dealing with dieu dermande EL: A alld negotiation 2: A successful negotiation CONTENTS 5,A conferenceis a gathering of important people who singly can do nothing; but together decide that nothing can be done. Fred len, US comedian How often doyou Learning objectives: Unit 1 Business communication skis poi Fluency Networking ith collegues and business Reading 4 blog sbout Lstening fn extract fem a Vocabulary (Grammar Present Sipe and Phrase bank Networking Making contacts 1. Sour boas tells you she's seadingyon to a three-day international conference: Which ofthe following cites do you hope i'sin this year ‘Aba Dhabi Barcelona Budapest Buenos Aires Chicago Edinburgh Johannesburg F Milan Moscow Mumbai Prague Riode Janeiro Shanghai Stockholm — Sydney Tokyo Toronto Warsaw 2 tixplatnyooxpretirenoe to apasiner and tl them what you'd lke tn dof you cou ad one extra day onto your trip. 3. Theblogbelow was posted on a business travel messageboard, A business tr aeldng fa ves. Wine doen tre oe ives tps for 2 October 2014 3.56 pm 1m going to my fist conference next month, and am looking for 3 replies some genetl tps and advice fiom experienced confetence-goets ivi ‘on how to ge the most out of it.The conference i in Ro wthich ve never been to, so 'm quite excited about going, In ‘generally bit shy in large groups, bur would ke wo ty and use ception afterword ny company atthe conference. me to Zome back with some useful contacts. Help! | { 4 Swap and lacus tips with ap ‘5 Read some of the replies this posting received. Speaker A see page 126. Speaker B see posting P Pag page 139. Compare the tips one by one with your partner. Which advice sounds the best to you? Conference venues 1 1.01 Listen to three extracts from a business tra Which venues below do you think the extracts refer to? wel programme Venue A = Extract, Venue B = Extract Venue C = ExtractPATE 2 @ 101 Listen again and match the figures to each venue. What do the figures refer to? a 321 Veme [] 4 2,300 vee [] 170-780 Venue b 426 Venne [7] © 10-30% Venue [] h 95 Venue © 27th Verne [| f 3,000 Venue [} i 200 Venue 3 What other facilities does each venue have? Match the collocations below. ‘They were all in the extracts you just listened to. — Venue B Venue ¢ ainine Tear a?har Tabb acerbal Tales wie ometia Sa aimahae Beal 2eenice ight 2 location spacious § comectons A estawan eteambuilding 3 centre Ccarrental 3 room service banqueting 4 tournaments express 4 pools internet e galt 5 space | @ exclusive private 5 checkout eworldclass 5 views ‘exibition Cfocities [Foutdoor 6 beach Fepectacular ‘6 access 4 Your company agrees to send you toan international conference at one ofthe venues in 1. Which would you choose and why? Who's who? 9. One aéthe mut ranirie yng ts tmlerenca op uae a igh esl Conmpttn Uae flowing uations ad angwers with the prepostions a he bas. ia ye 2) oa www the entrance? him/erel? the ong dark air? the oud voice? the corner? the blue sult? the bar? the table in the corner? : the walter? ° tall ee tts financial services & works: Chase-Manhattan. h i standing ‘Who's that guy/woman over there Oh, that’s Kim Lane, (I think) she/he .. is staying ____the Hilton, is givinga talk ___ globalization. se a noe fle UR ren eset CLG hherback tous negotiating skills pharmaceuticals Renault theawfultie the bulfet theconference organizer theglasses the Hyatt the talianaccent the long dress themoustache the ponytail [ROeER EL area3 @ 1102-105 Listen to some delegates chatting ata conference reception. Decide which four people inthe photo they are talking about and complete the information below. D> > Karl Schelling William Hall D> D> Name: Irena Stefanowitz Name: Margo Timmerman Company: 2 Position: BRL NS Position: Based in Sua eee Based in: Boker Pe eel tet Hotel: Subject of talk: me. Subject of talk Goesige = Gossip:Taboo or not taboo? 1 Work with a partner. You meet some business people at a conference fr the fist time, Which ofthe following topics ae: © interesting? safe? conversation killers? abit risky? taboo? books clothes family food and drink gadgets how work’s going jewellery ‘movies music people you both know politics religion sport the city you'rein the hotel you're staying at thenews theweather your count your health your holiday plans 2 @ 1.06-1.10 Listen to some people socialising ata conference What are they talking about? Do they get on with each other? Topics of conversation Do the speakers get on? Keeping the conversation going 1. @ 1.06-2:10 ‘he expressions below were in the conwersations you justi ‘eit nthe frat three words of each expression. Contractions ou as one word, Ifnecessary, listen aguin and che a first visit to Russia? do, by the way? you a drinker business are you in? hese — eye dalicious somevtbere efor? ie There tle aps call tularto you TT yer lene Fepging tha canteenest ‘mea moment? I'll be right back go.and say hello to someone. ‘many people here? you anything from the buffet? Look at the expressions in 1 Which would be good ways of opening a conversation? ‘Which would help you to keep a conversation going? a > c a f & h i i k awful? Half a metre of snow this morning, heard. ' m n ° 2 a b © Which could you use to politely end a conversation? 01 MAKING conTacTS 9So, who / work for? At a conference party ‘Work as a class to keep the conversation going ata conference party at Disneyland’, Paris It's warm summer evening and the place is full of delegates. The conference theme is Web 2.0: Business in the connected economy. 1. taxventnfanenay bustnens card or yourself Indode the following informations # name (You could change nationality!) © company (You could choose a company you've always wanted to work for!) © brief contact details (mobile phone, email) 2 Witte th quastons below Thief pomibla unsere franck uti mae notin the meatier How / business? > O first time / Paris? know many people here? ‘And what / do there? Can / get / drink? ‘So, whore / staying? © Where / from originally? Q Can / get / anything / butter? 10 O1 MAKING CONTACTS S Wheneveryone ivraaily: ‘© mingle with the other people in the class ‘introduce yourself to as many people as possible and show interestin what they tell you use the questions in 2 to try to keep the conversation going. (Remember that you can talleabout other people in the room as wellas yourself) ‘© exchange business cards and fix appointments with anyone you could do business with see how many cards you can collect!01 Making contacts Conferences When business people get together, they often just talk about work. This is called talking shop’. Complete the sentences with the pairs of words in the box. for + contract to. office down + factory out + product in + distributor under + takeover up + plant @ A Thear GEC are setting in Warsaw. Warsaw? I thought it was Prague, understand you're in Naples, Yeah, that's right. In fact, we've already reached an agreement. They say GM are laying in the UK. Is that right? Well, knew they were downsizing talks with alocal 5,000 Someone told me Sony" are bringing, anew in December, Yes, [heard that too. Some kind of multimedia entertainment system. hear you're thinking, at Hewlett-Packard, Well, yes. Just between us, 'm moving to Sony. leaving your of job off workers with + supplier fA. understand you're being transferred —_ head B_ Well, it's not official yet, but I'm going after Christmas, in Stockholm, They say they're —__ bid Really? It’s the first I've heard of it Someone told me they're doing a deal a in Tel Aviv. _ threat from a hostile Well, hat makes sense. They do most of their business there. Thear you're bidding anew ae in Singapore Yeah, we are, The negotiations are going quite well Someone told me they're closing ______ the Liverpool It doesn’t surprise me. From what heard, they're trying to centralize production, Present Simple About half of all spoken English is in the Present Simple, You use it generally true to talk about actions and states which are always or Affirmative I I Tr Negative You You Do | you we (work a They ‘They He he She | doesnte Does work. Ie Doesn't Correct the conversations using the information above. Works he forthe BBC? No, he don’t work for them anymore, He work for CNN. A Wihere work you? BL works fora design company in Frankfurt. a B At our firm, we doesn't work on Friday afternoons. (On Mondays our CEO usually flys to Oslo. Match the sentences (a-h) to their functions (1-4). Hive just outside Munich. [-] He runs five kilometres every day.[_] Interrogative Dont | we. they Spelling changes verb he/she/it work? eo watch watches push | pushes miss | misses work’ ax fase Your presentation is this afternoon. ["] ‘The United States has the world’s strongest economy. |_] Thats a good idea! [_] She works on Saturdays. [] Hove Vienna at Christinas, [_] My train leaves at 7.30. [_] describes habits and routines refers to schedules and timetables expresses thoughts, feelings and opinions refers to long-term situations or facts 01 MAKING CONTACTS 1112 Present Continuous You use the Present Continuous to talk about current situations in progress and future arrangements: + They're staying at the Hilton. + Hes giving a talk on globalization at three ole Affirmative Negative Interrogative_ _ Spelling changes ‘Am verb ~ing form not a Arent make snaking volte fou arent ae come comis We'e We aren't wwe wan running i en working = i Theyre "HME — They arene | POFKINE —AFERE | hy king? drop dropping He’ He isntt he forget —_| forgetting She's She isnt Se [she li lying : ; Isnit : es Iisnte ie 3 Read the conversation, A Alison? B Yes. Who's calling? (a) A It’s Paco .. About our appointment, we're meeting (b) con Thursday, right? B That's right. Ave you fying (c) to Heathrow? A No, 'm working (@) in Zaragoza this month. So Gatwick’s easier for me. B Fine. Oh! The batteries are going (e) on my mobile. Can Teall you back? In the conversation, find examples ofthe following 1 something happening right at this moment{_] [-] 2 something happening around the present time[_] 3 a future arrangement[_] _] Present Simple or Continuous? Some verbs are not ‘action’ verbs and a not usually used in the continuous form. be believe hear knoiv like mean need see seem think understand want 4 Choose the best alternatives in the following conversation. ‘A What (a) do you do / are you doing? B (b)Im/ Tm being an electrical engineer for Siemens. A Really? Here in Munich? B That's right. (€) Do you know / Are you knowing Munich? A Ob, yes, great city. So, how (A) do you enjoy / are you enjoying the conference so far? B_ Well i’sall right, (c) guess / Tm guessing. (F Do you give / Are yougiving atalk? A No, no. (g) only come / Ym only coming to these things to get out of the office for a few days. Where (h) do you stay / are yousstaying, by the way? B Atthe Avalon. (i) usualy stay / Tm usually staying at the Bauer Hotel in Miinchenerstrasse, but it was full ‘A. Well, i€() you don'e do / you aren't doing anything later, do you want to go for something to eat? 01 MAKING conTacTS Phrase bank: Networking Match the sentence beginnings (a-K) to the pairs of endings (1-19). @ Whatdoyou 1. introduce you to someone. sive you my card. b Whodoyou 2 enjoying the conference? ‘getting back to your hotel? © Whereareyou 3 nice talking to you. a pleasure meeting you. d Howareyou 4 based? staying? “e Imn'tthis 5 with the beard? in the dark suit? f Who'stheguy 6 work for? know here? € Ithinkhe’s 7 adrink? anything from the buffer? a moment, I'llbe right back. Ihave to make a phone call. do, by the way? think of the venue? h Canigetyou 8 i Letme 9 J Ifyou'll excuse 10. anamazing place? me weather awful? k Its been 11 in logistics. giving ataleon PR OO eOeO eO tO eOsO'oio ko2 Our telephone answoerin system bas broken down. This isa buman being. Hosw can I belp you? Anonymous customer service representative How often do you use the telephone at work Unit 2 Businoss communication Akl Receiving el ng vce; Roleplay Learning objectives: | | Ustenng Planing sal Voie hesages Vocabulary Teenho Grammar Ps Simple; in Phrase bank Telephon Making calls 1. Hos couforble we yotrspeiling Ea ghih cite phone Woekwhira psrenee Coaplesa dha guafipsata wih the wir fa tha ba ieee en Ta ci have keep lose misunderstand shout sound try want wish Can you remember a time when you ... totally what someone said on the phone hy N really rule and unhelpful Because you wero busy? oy No constantly to ask the other person to repeat what they said? Ob, yes No just putting off 3 call because you didn’t want to speak English? Ob, ye No italy tee weone co Ste phcrie? y N completely track ofthe conversation? ob No just sf HE OE dicckee person face to face? Oh.y , ¢ even pretending you were out to avoid taking a call? Oh, yes No really to kill the 4 ‘on the other end of the phone? Making phone calls in a foreign language requires planning: It's es iknow what to say right at the beginning of the cal cially important to 2 @ 11 Listen to the phone cll. Why does the calle get angry? 3. @ 122 Listen wabetter version ofthe same phone cll and complete the following opening inane counts Marius Pot 4 @ 115 Nowtsten to another phone call. Why does the caller sound 20 rofessional? 5 @ 1.14 Again, listen toa better version ofthe same phone call and complete the following phrases: Ramon Berenguer Genex Ace Pharmaceuticals. Catherine Mellor, __? 02 MAKING CALLS 13[9:09 9-72 ER TTT | 14 (02 MAKING CALLS 6 Alocofthe English you need on the phone isjust a small number of keywords used in different combinations. Work witha partner. How many telephone expressions can yourmake n two minutes using one word or phrase from two or more sections below {eg Can fhave your name, please”)? Write them down, take, with me. r Can speak up _ to call me back a hold on cs a few details spell 0 calling 7 You overhear a cclleague say the following things on the phone. What questions do you think she was asked? Use some of the telephone expressions you made in 6 Yes, like to speak to fakat Kars, please Yes is Ivana Medvedeva, M-EDV-E-D-EW-A, Medved Yes, Can you just tell her Ivana called? Yes, I'l tell him as soon as he gets in, Of course. Your reference number is 45-81099-KM. Okay? Sorry, is that better? Around three, I should think. yn.we make that two hour Certainly. Can you give me your number? Sure. When can I expect to hear from you? Sure, Just a minute, Where's my pen? Okay, go ahead. 8 @ 115 Listen and check your answers Voicemail 1 1.16 Listen to six voicemail messages, Take notes. Which message is a, anorder? b some figures? 00 ameeting — [ adeadiine? —[ areport? oO areminder? = []pls=please e50p = as soon as possible pls = regards HQ headquarters Q3- third quarter ESSN] 2 @ 116 Listen again and answer the questions. Message1 How many times did Cheryl phone yesterday? Message 2 What's the good news about phase one? Message3 What did Zoltin include in his report? Message4 — Whenwas the delivery? Message5 When was the estimate due? Message 6 What do you thinkis happening at three tomorrow? 3 @& 1.16 The messages in 2 contain the following verbs. a. phoned, corrected, faxed 4: talked, despatched, delivered b wanted, finished, explained @ called, discussed, expected © started, emailed, induded tied, waited, booked ‘The -ed endings of regular verbs in the Past Simple can be pronounced in three different ‘ways: [dit or idl Listen to the messages again. Which verbs take the id/ ending? Why? Put them in the third column of the chart. Ha iy hdl Now put the other verbs in the correct column. 4. The following messages were taken by your secretary. Work with a partner. Can you recreate the original voicemails? The first one has been done for you as an example. D> D> Seiy ogoya URGENT! Negetiotions going well ~ Bien (Expo in Dubin? Lost memary destlonked ox gree Adhorice pitted presentation! Pis errail Wi discount 07, 50,000 mits? PowerPoint sides asp! Aicio Has appointment here Fri Needs Turin report - tomorrow Meer Coffee? ‘pm latest! Call back if problems. ‘Lan sends his rgd. 5 @ 1.17 Listen to the original voicemails and compare them with your answers. 02 MAKING CALLS 15Returning a call 1 @ s20-2.19 tistentotwo telephone calls and answer the questions call a Whose answerphone are we listening to? bb What does the caller want? € Put thelines of the recorded message inthe correct order [Z] Hetto. This is Patterson Meats, [D] butit you'd ike to leave [5] tor calling, tm afraid 1 please do so your call right now, [F] after the tone and I'll get back | Sylvia Wright's office. Thank you | Ym notable to take | amessage 9) to you as soon as T can n't come to the meeting? 1. ‘Bill Andrews 3 Jonathan Powell 2 Stephanie Hughes 4 Melanie Burns b_ Who does Tim already know? 1 Bill Andrews 3 Jonathan Powell 2 Stephanie Hughes 4 Melanie Burns © What didn’t the visitors from the UK see? 1 the processing plant 4 the freezer units 2 the factory 7 5 apresentation 3 the packing department d_ Tim was interrupted during the phone call. Complete what he said to Sylvia, Sorry Lise Where at eee 2 (@ What were the British visitors worried about? f Would the product they came to see be popular in your country? Would you try it? 2 Put be come do get give, go have meet say send speck take tell think se irregular verbs from Call ? into the Past Simple. You have 45 seconds! 3 One ofthe following extracts is from the phone cll, The other isincorrect. Which sincor and why? a Sowho else did come? Cate Stephanie Hughes? b Sowho else came? Did Stephanie Hughes come? 16 02 MAKING CALLSRemember to show partner tells you PSEA Finding out Work with a partner. Phone each other in order to find out some information to help yo © do business in a foreign city + givea presentation attend. job interview. Talk to your partner before you begin and decide on the subject of your phone calls, Think of the language you will need to use. Begin your phone call in this way: Hi, (your partner's name). It's (your name) here. How are things? And how's business? Then use the notes below to help you ask your questions. Ask other questions if you like 1 A business trip Listen, Pm going to (city?) on business in a couple of weeks. | know you did some business there a while ago and I just wanted to ask you how it went. Which ainine / fy with? meetings go okay? Where / stay? What /food ike? What / people ike? easy to work with? chance / see much / city? What / do / evenings? invite / their home? take 2 present? 9 business class? language problems? i k 1 214 presentation Listen, 'm giving a presentation at ______ {a meeting? ‘a conference?) in a couple of weeks. ! know you had to give a Presentation a while ago and I just wanted to ask you how it went. talk / your own? 9 How many / visuals? How long / take / prepare? fh tell jokes? How big / audience? 1 give /handouts? How long/ speak for? J take questions / the end? nervous? ke any dificutt ones? use PowerPoint? 1 How / deal wth ther? 3 Ajob interview Listen, 'm going for an interview at______ (company?) ina couple of weeks. ! know you had an interview with them a while ago and | just wanted to ask you how it went. How long / interview / last? 9 trickiest question? How many interviewers? fh ask / personal questions? How friendly? i have /do/ atest? ‘say what /looking for? J ask them / questions? refer / your CV? ke What / salary / ike? How interested / qualifications? 1 offer you /job? 02 MAKING CALLS 1702 Making calls Telephone expressions In business, phone calls are often interrupted. Match the difficulties and distractions (i) to the appropriate responses (1-9). ‘Acclleague wants you to sign something, Your colleague leaves a few seconds later. ‘There's alot of nose right outside your office Yourboss wants a word with you ~ now! Someone ese is trying to call yo ‘The caller gives you their name ~ it's mpronounceable! You think you misunderstood the information the other person just gave you ‘You gave the caller a lot of information very quickly meteaoce 1 The other person just won't stop talking! 1. Sorry, could you speak up a lite? 2. Look, I've got someone on the other line. Can Leal you back? 4 Tlhave to go, 'm afraid. Something's come up. 6 Anyway, I won't keep you any longer. Speak ta you soon. 8 Sorry, could you spell that for me, please? 9 Can Tjust check that with you? aH eO eO eO ef eOeO'O0 | 18 02 MAKING CALLS Past Simple ‘You use the Past Simple to talk about completed past events. Most verbs are regular, but there are about 100 important irregular verbs that are useful to learn Affirmative Negative T | ree You ‘You He He Sha | wok She | didntwork. Tt It We We ‘They They | Interrogatve Spell verb past simple seudy | studied poser | pafeed fon | eoneed admit | admitted to be 1 T ir He We fhe She |" Wasn't | she? It | . We |were. We |worent. WE | we? Thy They | they? 1 Correct the conversation with the information above. Phoned Enrique about those figures? No. I wait all morning, but he phoned not: ‘Typical! And I suppose he didn't the report either. No. Didhe went to the meeting yesterday? A. No, but I not expected him to. 2 Write the Past Simple of the verbs below. Why don’t the verbs on the right follow the same spelling changes as the verbs on the left? bury play as occupy Hee enjoy refer __ offer confer suffer top develop Sag pee visit 7 commit transmit aTime adverbs 3 Time adverbs help us to be more specific about the past Cmplete this short presentation about the development of anew product with the time adverbs in the box. go before during for in over As you know, we first got the idea for the new product a year (a) ___ but (b) ____we could go to market with it, there was alot of work to do. o sixrmonths, the product was in development at our research centre in Cambridge. We then ran tests (@ _____a three month period. () that time, we also conducted interviews with some of our best ‘customers to find out what they wanted from the product. (© —____ March we were finally ready for the launch. 4: complet the oke with the Past Simple ofthe verbs in brackets. ‘Abusinessman (a) __ (want) to interview applicants for the position of divisional manager. There Cy} (be) several strong candidates, soe () (decide) to devise a simple tact to select the most suitable person for the job. He (@) —(ask) each applicant the simple question, ‘What is two and two?” ‘The first applicant (e) (be) a Journalist. He () (light) a cigarette, @ — (think) for a moment and then (h) ___ (ay) 22 ‘The second applicant () (have) a degree in engineering. He () ______ (take) out his calculator, tk) (0ress) a few buttons and () _____(ehow) the answer to be between 3.999 and 4.001 ‘The next applicant (mm) (work) as a corporate lawyer. He (n) __(state) that ‘wo and two (o) __ (can) only be four, and (9) ____ (prove) itby referring to the well known case of Gates v Monopolies Commission, ‘The last applicant (q) (turn) out to be an accountant. The businessman again () Ss (out his question, ‘What is two and two?” ‘The accountant (s) — (get) up from his chair, () (go) over to the door, w) (close) it, then (y) (come) back and (w) (Git) down. Finally, he &) (lean) across the desk and ) (whisper ina low voice, ‘How much do you want itto be?" 5 Read the conversation and answer the questions Joe Who did you tell? Bengt Just Claire, fwe And who told you? Benet Stefan fs Aad nobody selon? tang Only you fe Well cours, Ido. Told Stefan, 6 Who knew first? 1 Anne 2 Bengt 3 Claite 4 Stefan How did Bengt find out? Who was the last to know? 1 Anne 2 Bengt 3 Claire 4 Stefan Read these two questions and underline the subject in each, Who did you tell? Who told you? Correct the six errors in these conversations, ‘They're moving us to a new office. Who did say so? ‘The boss. I spoke to him this morning, Oh. So where said he we're moving to? Well, I went to the interview. ‘And? What did happen? 1 got the job! What said I? I knew you'd get it. Congratulations! spoke to Amy at the meeting about our idea And what thought she? She liked it. Good. So who else did come to the meeting? wr>aro>arara>r Phrase bank: Telephoning 1. Lookat the phrases below and decide who probably said them: the caller or the person who received the call, Mark them C or R,IFyou thinkcit _ could equally be both, write B. The frst one has been done for yo. a Thisis [John White] from [Novartis]. [C] It's Feeating > About annvoice speak to Jane Green, please?[_] ask who's calling, please? [_] take a message?[_] get back to you on that?[_] leave it with you? [_] call you back (in a few minutes /an hour)?[_] car by speak up, please? [_] say that again?[_] spell that (for me), please?[_] hold on a moment, please? |] read that back to me?[ tell me when she/he" be back? [_] ask her to call me back?(_] Could you 2 Cant...2is perfectly polite. Why do you think Coutd you 7's better than Can you ..? 02 MAKING CALLS 1920 When the result ofa meeting is co schedule more meetings, y signals trouble itusu Mike Murphy, business witer How doyou ensure that the meetings you attend are productive? Learning objectives: Unit 3 ‘Business communication alle Checking end daritying facts and figures luency Querying information; Clearing vp misunderseandings Reading Aricent {stoning Estvact eom meetings: Abriefing meeting Vocabulary Business phrasal verbs ‘Grammar Comparatives and superlatives Phrate bank Checking understanding {In company interviews rmissed —say — again? 03 KEEPING TRACK Keeping track 1. When you take part in meetings in English, its easy to lose track of what people are saying, Who do you generally find the haxcest to understand? native speakers other non-native speakers people who speak too fast people with strong accents what someone has just sald, Complete them with the pairs of words in the box. catch +slow follow+run ‘m+go missed +say see +be understand + explain a that. Could you itagain? b didn't that, Could you down a bit? sSorry.1 © don’t Could you— ‘what you mean? ce a not with you. Could you over that again? © don't you. Could you through that again? f don't quite _____what you mean, Could you___a bit more specific? 3 Which ofthe phrases in 2 do you use when you 1 didn'thear? [] 7] 2 didn'tunderstand? 1] O01 4. Match the phrasal verbs (a-<) to their meanings (1-23). a slow down 1 mention quickly 2 speak more slowly 3. examine, discuss b goover © run through 5 canyouremember the phrases in 2 when you need them? Work with a partner Take turns to throw dice and try to produce the exact phrases using the word below to help you aQ@g 6 i didn’tcatch- _don'tunderstand not with you- _don'tfollowyou don't quite see slow~bit? ~explain- what goover-again?—runthrough~ _mean— bit more youmeari? again? specific? Sorry? 1 inmeetings where you are discussing facts and figures, saying ‘Sorry?’ or‘T don't ‘understand’ is not always enough. Sometimes you need to be more precise. Look at the following short extracts from meetings. Complete the second speaker's responses with the question words from the box hhowlong howmuch what when where who aA Theproblem is money A. Wehave to reach a decision by next week B Sorry, didyousay? —B Sorry, did you say? A. The problem is money. A Next week. B Oh,as usual B Oh, see.‘An upgrade will cost $3,000, did you say? ‘Three thousand dollars, at least. Sorry, Ob, as much as that? {dikes Dudas spoke to me about it yesterday. Sorry, B Ob, yes, of course 2 did you say? diké Dudas ~ from the Budapest offic. PIES “The company is based in Taipei Sorry, — In Taipei Oh, really? months Sorry, Eighteen months. B Oh, aslongas that? ® 1.20 Listen to the conversations in 1 and check your answers, did you say? ‘The whole project might take 18 did you say? ‘3 Workwith a partner to practise dartfying spect points. You ae ging to read about two famous sportswear companies started by two brothers in the same town. Speaker A ssee page 127. Speaker B see page 139. {6 oso comparative and supe fererpeenons any find ineiearecleyou just read? 5 With apartner, complete the following quiz about comparative and superlative expressions. The article you just read should help you with most of them, Question: What do you call a company which is bigger than all the others except one? Answer: The __ company. Quostion; What do you call a company which is more profitable than all the others except two? | Anower: The ‘company. ‘Question: What's the opposite of ‘one of the ‘most profitable"? ‘Answer: One of the __ profitable. ‘Question: What's another way of saying ‘easily the most successful’? Answer: ‘successful re — the most ‘Question: What's the opposite of ‘things got better and better"? Answer: Things got J K ‘Question: What ara two other ways of saying ‘much more than this"? Answer 4: A more than this, Answer 2: A than this. 7 rr ‘Question: What do you call a company which is, 1003 bigger than another? Answer: a big. ‘Question: What do you call a company which is '50% smaller than another? ‘Question: What do you call a company which is bigger than another by a factor of four? Answer: —_ s bigger. 100 HEE RELL net ‘Question: What's another way of saying ‘there hhas never been a more successful company"? Answer: Its the company ‘successful Question: What are two other ways of saying “the number one brand of sports shoo’? Answer 1: The: shoe. brand of sports Answer 2: The world's sports shoe. brand of (03 KEEPING TRACK 21bo eee A So that's $13 million. B 13 milion? [env ie 302 A Ob, yes, sorry. 30 silion [A These ae the figures for 2008 B 20082 Don't you mean 2009? ‘A No, Lmean 2008, A This represents 8.6% of total sales B 8.62 Shouldn't that be 6a? A Yes, 6.8, Didnt ay that? Didn't | say that? 1) eophesometinesdstgre bout facta tometinga, One-way of politely qusrying soxusthinglrdanlyto repent he pnt you think lewroag end nk a quetion, Look otto txamples on the left. 2 Work with a partner. Take turns to read out the following false information Query each other using the correct information in the box. The first one has been done for you as an example. 1997 Finland Google Korean music software ‘Tata Motors the Buy) Khalifa theNetheciande a Ihe biggest Benelux country is Belgium. Belgium? Don't you mean the Netherlands? Hyundai is a well-known Japanese car manufacturer. (China regained control of Hong Kong in 1998. Microsoft® is the world’ leading computer hardware manufacturer. Jaguar cars are owned by Ford™. ‘America has more mobile phones per household than any ather country. MTV" is the biggest news channel in the world. Yahoo? is the most pop ‘The tallest skyscraper in the world is the Taipei 101 1r search engine in the world Write down a few false business facts of your own. Read them out to the rest of the class. Can they correct you? Bw 1.21 Listen ton extract from a meeting and tick the sentences which are correct The meeting is being held to discuss last month's sales figures. [_} Overall, sales are up by 2.6%. [_] ‘The best results are in Denmark and Norway. [ 30,000 units have been sold in Scandinavia, [ Last month was June. [_] John Munzoe is head of Northern Europe. [—] Munroe is in Scotland at the moment. [_] mroaoce gS 5 @ 1.21 Listen again and correct the mistakes in 4 6 he following expressions are used to query information you are less sure about. They were all in the conversation you just listened to. Complete them with the words inthe box mistake right sound sure” Are you ‘There must be some —___. That can't be - That doesn't right to me.PME 7 How goods your busines general movwledge? Undedine the correct infarmatian below. WORLD BUSINESS RECORDS According to Forbes magazine, the ‘The world’s oldest bank is. ‘The country with the highest trade world’s biggest public company (inc. ‘the Banca Monte dei Paschi di Siena/ “union membership is sales, profits assets and market value) is Sumitomo Mitsui / the Bank of France / Sweden / Russia EuotNebi/Royluashell gland ara General Electrtc ‘The single invention with the highest. per head is Tenolaietnancbierhne gaan tar Usehensien Sizer Dust Reena eae TeiFicne the Nala 1007 imatian eames Se ay wet aan the Samsung Galaxy Petinserwih ne ae z y ‘The world's biggest exporter of Kongo Gumi was the world’ oldest Teeer manne messes ai ea seca anes rv nia Seen oes! seb yeoe the VW Beetle /the Toyota Corolla/ the Ford Focus ‘The world’s oldest aitine is KLM/ British Airways / Singapore Airlines ‘The world’s most popular website is YouTube / Facebook / Google According to BrandZ, the world’s largest brand equlty database, the ‘world’s most valuable luxury brand is Louis Vuitton / Gucci*/ Cartier Cea Now work with a partner to practise querying information. Take turns to read out your answers to the quiz. Query anything you think is wrong. 8 Sometimes what people say in meetings conflicts with what they sad earl. [A Bightout of ten members of staff ked the proposal. So, 90% sa good result. B Wait aminute. Ninety percent? thought you said eight out often A Ob, yeah. Sorry, 80%, of course Work with a partner to practise pointing out discrepancies. Speaker A see page 135. Speaker B see page 140. The briefing meeting 1.22 A mergers and acquisitions specialist has been transferred to the Tokyo office of his bank to work as part of a project team during a takeover bid. He is attending his frst briefing meeting, but things don’t go quite as he expected. Listen and complete his notes, Then check with a partner, Soppere Rank Acquisition - Preject teom | \ eam leaders tab | ae an in companiy td | + My main res will be. () f Me | | Position ic | schedded for ¢a sonsiollity [amet wo * First round of negotiations [eo begin on O 03 KEEPING TRACK 2324 03 Keeping track Vocal ry Business phrasal verbs Complete each conversation with one of the five words in the box. ‘Then match the phrasal verbs in the conversation to the verbs similar in meaning. ‘The project meeting A Okay, that’ item two, Lets move B Now, just hold A. Kim, I'm counting B_But this is not the time to be taking down off on out up To item three new projects a minute, Sylvia, you to get us the Zurich contract more work. continue = accept = wly= wait = b ‘the troubleshooting meeting A Right. Have you managed to srt the problem with our comp B Tobe honest, we havent really found exactly what the problem is yet A. Well, can I just pone that it’s now affecting everyone on the first floor? B_ Yes, know. We'e carrying tests on the system now. Give us a couple of hours y= ——— discover = —— do wolve= — © ‘Theunion negotiation A The question is, will you agree to call the stike> B_ Not ifyoutre still planning to ly a quarter ofthe workforce, no. ‘A. Tim afraid that's a decision we cast put any longer B_ Then, I'm sorry, we shall have to break these negotiations. fire = end=— eaneel =____ postpons = The marketing meeting A Wereally m a meeting to discuss our pricing B_ Ourprices are fine. We've trying to build rarket share, Otto, Profits ean wait A Yes, but our overheads have gone nearly 20% over the last 18 months. B_T know, but that’s no reason to put prices, We'll just lose customers ise = raise = arrange = ‘develop = © ‘The budget meeting A Tin afiaid they've turned ‘our application for a bigger budget. B That's because group turnovers gone gain. So where ace we supposed to make cuts? A We could start by cutting amount of time we waste in these meetings! B_Nowcalm everybody. We need to be practical reduce = relax = wees decrease Comparatives and superlatives Type | Adjective | Compara Superlative 1 eaper the cheapest 2 safer the sa 3 bigger the biggest 4 earlier the earliest 5 more important | the most important 6 better the best 03 KEEPING TRACK 1 Classify the adjectives below as type 1-6 high [J] sad gol CF] tim =F td CF mt Of wealthy F) late] easy) effective [] rich =F) relisble F] What generalizations can you make about one-syllable, two-syllable and three-syllable adjectives? O002 Use your own personal experiences to complete the following sentences. If necessary, use a dictionary to help you choose the right adjectives. a. The jb Ive got novris alot previous one. On the other hand, i than my not quite as Hound but I think ‘Tobe honest, I don't really like prefer something a bit tobe a fairly city, Tl never forget the view from — Its even than the one from oe food fairly not quite as. as people think. Tthink the — building P've ever seen must be __. Hither that or + which, was just as ___, but ina different way. “The people in_—___ T've ever met ~ apart from the a who are even Idrive a these days, In terme of the carI've ever had, ‘as the find Duties are some of the but it's not as tohave. Tused 3 complete the following humorous article with the comparative and superlative expressions in the boxes. me lt mor by fare tie" camara wi crenworse littlesafer much better world’s highest tM fasfamous as alittle more ‘vice as likely 10% longer signifanty happier Phrase bank: Checking understanding Look at the phrases and expressions below. Which do you use when you: understood differently? didn’t hear? didn’t understand? Soe missed that. didn’t catch that, Could you just —> 82 H again’ ‘go over that again? ‘m not (quite) with you. don’t (quite) follow you. don’t (quite) see what you ‘explain what you mean? Could you just —> be (a bit) more specific? say (a bit) more about that? Isn'tit Don't you mean Shouldn't that be thought you said What's the effect of using the words in brackets ()? > 2% How to live forever: six golden rules Rule Dont ve inleetand, With long drk« winters, sub-zero temperatures and active volcanos, has the (@) ____ suicide rate. Move to Paim Beach, Florida, where you have a (b) _ chance of living to be over 100 ~ lke the rest ofthe residents. Rule 2 Don't go to Johannesburg, Its the murder capital of the world. Statistical, its (e) dangerous than io Paulo or New York. Milan's a(@) but. ‘ty not to breathe. The polluton’s(@) than in Mexico Cty Rute 3 Don't get sick in Equatorial Guinea. There's only one doctor to every 70,000 patients and no anaesthetic. you have to be il, be ill Kuwait thas } —___ death rate in the world. Only 3.1 people per thousand dle annualy, 11.2 in Bitain Rule 4 ifyou'e a man, think of becoming a woman, On average, women ive (h than men. f you're a woman, stay single. Crime figures show women are o_ —to be killed by their pariner than anyone oe. Rule 5 Become a ‘chocoholic'. Chocolate isn't good for you, but itreleases chemicals inthe brain that make you S ‘And i's @ medical fac that happiness prolongs if. Rule 6 Become famous - ike ENis, James Dean and John Lennon. People will believe you're ave even after you'te dead. Even if you can't be k) —__ Marlyn Monroe or Kurt Cobain, you can be) careful than they were, Don't act erazyl You won't actually tive longer. wil just seem ke it 03 KEEPING TRACK 254 © Listening Have you had bosses lke the CEO in the cartoon? Learning objectives: ‘Who's the best listener you know? Unit 4 ne ‘omplete the following sentences and share views wit teclque Phone: Active Complete the following sh ith Ieteiog a partner Reading Arie aboutefete |g When someones talking, think its rude to saratiianicmd One thing I find realy irritating when I'm speaking to If 'm bored in a meeting, [often find myself When people just won't get to the point, then it's okay to Read the article and answer the questions. He's a good listener, bt only to In what context are the following statistics mentioned? pride ocean cine Do any of them surprise you? 80% 4-5 700Wpm $50,000 $14,000 21 Eric Berne used to say that everyone {ust wants to be listened to, but they \what they want because so does ‘And this is especially true in the ch carried out by UK leadership Park shows that 80% of managers do Part of the problem is that we think | stimes faster than we speak - about 700 minute. So no wonder our minds wander one else opens their mouth! jook on the subject, Are You Nichols and Leonard Stevens laverage employee spends about ‘of each working day in conversations id clients — roughly half of this iM to listen and yet this is a skil are only 25% effective. That means ‘of an employee earning $50,000 a is actually paying them around fisten! But really bad listeners millions more by damaging 19 opportunities and making philosopher Epictotus wisely ‘have two ears and one mouth, ‘twice as much as we speak: ‘Asa group, listen to extracts from three conversations (a-o) and discuss what's going wrong. Summarize the main problem in each conversation. Extract a cae Extract b — Extract ¢ t 26 04 LISTENING5 One way of making sure you're a good listener is to employ the L.1.$.T.E.N. method. With a partner, match the guidelines (a-f) to what you need to do (1-6). @ Look interested 1 seek further information, probe with questions Inquire resist the temptation to judge or criticize too soon Summarize dlarify any points which are unclear to you ‘Test understanding, establish eye contact, adopt an open, alert posture Encourage paraphrase regularly to show you're paying attention Neutralize your own attitudes 6 make polite noises, show support, repeat keywords 6 @ 1.24-1.27 Nowlisten to extracts from four more constructive conversations. What’ the main topic of conversation and which ofthe six listening skills in 5 is the listener using? Extract 1 Topic: tT Extract 2 Topic Sil: Extract 3. Topic Skil: Extract 4 Topic: Skil: 7 @ 1,241.27 can you remember in which extracts in 6 you heard the following? Listen again if you need to. So what you're saying is Uh buh, go on. It sounds like you think Really? In other words ‘Oh, that’s interesting, Okay, o the way you see itis Right, I'm with you. Good point. So, for you, it's a question of Hmm, nice idea. [like it. Extract: —_____ Extract: ‘Are yousaying...? How is that going to affect..? Doyoumean ..? But wouldn't that mean ..? What do you mean by ..? Why do you say that? Sorry, I'm not quite with you Do you have figures for that? How do you mean exactly? Okay, fine. Just one question Extract: : Extract: Bp eek aero: read one one nd ihe meneting entrees bow dinnipanil clearly. The other should listen and follow the instructions in brackets. Spend a few zminutes preparing your questions and answers before you start. Some of the expressions in 7 might be helpful Okay, well, in my opinion, our sales team is badly underperforming (clarify) thinke we definitely need to introduce some kind of incentive scheme (encourage). We must also * do something about poor performers (clarify). At the same time, we have to build team spirit (encourage). 'm concerned that there's currently too little communication and collaboration between team members (summarize and ask one or two further questions). ‘Okay, this is just an idea, but why don't we do more to celebrate successes amongst ‘our sales staff (clarify)? This would be a great way to reinforce the idea that we're a ‘winning team (encourage). Perhaps we could also develop a mentoring system (clarify) If unior staff could turn to more experienced team members for advice, I think it ‘would improve overall performance and boost morale (encourage). In fact, maybe ‘mentors could get a bonus based on the performance of the people they've mentoring (summarize and ask one or two further questions). 9 Work with a partner to practiae your active listening sis, Both speakers se page 127. 04 USTENING 27SARACEN? 2 aaa a The networking event SCENARIO | Learning objectives: | Management Scenario A Business communication J exttycg network yes | Rules ucetfl networking J Bene: Anetworkng event J Reaing ching the mnt of Ines networking ee {In company inaction ‘Al Th newothng event Az: Awetl conse | 2. Row information systems (18s a London based company that designs and sets up computer networks and databases for small and medium-sized firms, Anton Vega is the sales manager at FIS and he's about to attend his first breakfast networking event in London, Read the event’s web page and answer the questions. Where and when is the event being held? What do you think CIO and MIS stand for? What's the event schedule? What's the dedicated website for? SMALL BUSINESS NETWORKING EVENT Help your IT business grow A free networking workshop to help small business owners grow Monday 27" June ~ 0X02 Events Space Level Two ‘0X0 Tower Wharf ~ South Bank - London SE1 9PH On 27" June, the C10 for Radcliffe Hotels (UK), Adrian Moore, joins the Small Business Networking Event at London's iconic OXO Tawer. Adrian's short keynote, Cloud-Based Management Information Systems’, will be followed by a gourmet breakfast as you mix and mingle with small business owners, IT directors and MIS providers from all over Europe. A dedicated website will be set up after the event to help you keep in touch and develop your new business relationships... [more] 2 How useful de youthink these erenteane? Have you ever attended a cimilr event? If so, did you make any useful contacts? 3. Match the networker types (a-d) to their descriptions (1-4). Have you met anyone ip y y like this? Theautobiographer 1 This person is so busy telling you all about themself and. “Thesticar wasler their company, they barely have time to ask about you and The escape artist yours, The hare ealler 2. This person talks business from the moment you meet, and gives you their business card before you've even, introduced yourself. 3. hie person seems vaguely interested in what you have to offer, but is clearly not seriously considering doing business with you, 4 ‘This person introduces you to someone (probably a time ‘waster), and then leaves you with them whilst they go and talk to someone else. 28 A THE NETWORKING EVENTTEST) sane EEE EDI iw endvites At wo serhanan vmseoingar ba even ee eva pasa people he meets in the order he meets them. How well does he deal with them — well (@), okay (©) or badly (6)? Heese ‘The autobiographer Tetinemer OO @ Heée He6e 5 Disruastiese qusstons wih even ‘The escape artist ‘The hard seller ‘@ What can you remember about each of the people Anton spoke to at the event? b How might he improve his networking skills? 6 Read the article on business networking events and complete the comments on the right Then compare witha partner From Small Talk Making I think the article makes a good point about “Big Talk 1a these days of social media, you might think that making personal contact is much less important than it used to be. Harvard business professor, Al Roth, disagrees and hhas shown that even the shortest conversation before discussing a deal will make potential business partne six or seven times more likely to ‘co-operate, Here, then, are the rules of the game ... Rule number one: Scart with small talk In some cultures, business people think small tall is nor as important asa real business conversation, Buc as ‘communication specialist Debra Fine reminds us, ‘without small rk, you rary {get to the real conversation’. The secret isco avoid boring small alk ~the venue, ‘the weather — and try co find something, personal and positive o say to the people you meet. Ic could just be to compliment them on an item of clothing. Buc, if youive done your homework, you might bie able to say something more personal or business-related. Either way, you've started conversation and are ready co ralk, {In company the most of business networking events In my culture, the attitude to small talkis For me personally, the most important pieces of advice here are Rule number two: Have strategies for ending unproductive conversations From time o time, we al get stuck in conversations that are going nowhere. [es ‘ude to suddenly stop, but don fall into the politeness rap and miss the opportunity ‘o talk to others. Prepare a couple of good excuses for why you have to meve on. If youire atending the event with a colleague, agree a way to signal vo each other when you need ‘rescuing’ But I'm not sure l agree with the point about Next time Inetwork with potential business contacts, I'l definitely Rule number three: Find out what you uy can do for others. Instead of focusing on what other people at the event can do for you which may make you nervous and coveily anxious to do business~ take Incerner entrepreneur Guy Kawasaki advice and ery Focusing on what you can do for them. This will both relax you and encourage you to listen, as well as make you more popular! Rule number four: Keep it shore and arrange ro meet again. Dont drag our the conversation to longs you both want to meet other peopl a the even. Establish the for talking business now and arrange co alk again soon, SeRSY EE 7 Now wabdi video Ad'to vev Anton havingmotenccessmsiding a unefil husitseas contact. Which ofthe advice in the article in 6 has he taken? 8 Work witha partner to practise networking, Turn to page 128 9 Now evaluate your performance using the feedback form on page 127 ‘A THE NETWORKING EVENT 29There isnot much to say about mast airplane journeys Anything remarkable must be disastrous, so you define a good flight by negat -bijacked, you didnt you didn’ throw up, vrenttlate, you weren't ‘nauseated by the food. Paul Theor, travel writer Have you had any ‘remarkable’ airplane journeys Learning objectives: Unit 5 Business communication tlle Expressing kes an ial about teevling ‘on business, Maing palte Dealing with travel situations Vdentitying sign a Britt Reading Article fiom Newsweek stoning # lish; Conversations atthe | Vocabulary Basines ti Grammar Police question form Phrate bank Bsines: a help you with your bags. see if Ican get usa taxi you into the Hyatt. a ee [> atable for 8.30. eee ea you ontoa later return flight. In the taxi drop you off at your hotel first e ——_ | pickyou up at eight, shall I? just pay the drive. change a fifty? # —_____ | > drop me on the corner of New Street? give me a receipt, please? ‘At the hotel change some money, please? @ [> have an alarm call at seven? have breakfast sent to my room? you start serving breakfast? h —____ |_ > you stop serving dinner? Ineed to be out of my room? = how I get Wi-Fi in my room? i [> how I can get a line out? if there's a bank near here? (05 BUSINESS TRAVEL{he reason computers can domore work than people is that computers never have to answer the phone, alls at work or send emails? Learning objectives: Unit 6 Business communication skis Discussing your atid foating the telephone; Making pelt telephone requests using Hand Could you. 2 Ma ‘elpheoe eeprctions wih Rell: Deaing with icra Ustoning Telephone Vecabulary Ofc ie Phrase bank Handling calls Worl in g ups and discuss the questions. What percentage of your time st work do you spend on the phone? How many of the calls you make and receive are essential? Can you not answer the phone? When you answer, is it © out of curiosity — it might be some good news for a change? witha sigh of relief - it must be less boring than whatever you're doing? © because you're so indispensable, no one else is capable of dealing with it? force of habit ~ the phone rings, you pick it up? because if you don't, no one else will? © for fear of what might happen to you if you don't? Read the statistics below. What points are they making about phone calls at work? ‘Time-management consultancy Priority Management found that: 5% ofall calls recelved by executives are less important than the work they interrupt and 21% are a complete waste of time. To test this theory, the Northwestern Mutual Life Assurance Company decided to block all incoming calls for just one hour a week and productivity rose by an amazing 23% ‘According to an article in the Associated Press, an increasing ‘umber of the world's 2.5 million Blackberry® owners are so used to incessant calls they report feeling ‘phantom vibrations’ even when they don't have smartphones on them. Compulsive texting has also given them a medical condition known as ‘Blackberry thumbs According to a survey by marketing and m consultancy BEDO, 15: cellphone users are so to their mobiles they are prepared to interrupt anything to answer them! ‘People can't boar to miss a call,’ says Christine Hanis, head of communications for BBDO Europe. Everybody thinks the next call could be something really M4 exciting. 06 HANDLING CALLS 37(oo SS | 3 Complete the sentences with the pars of words in the bor. busy tring disturbed + hold expecting + pick up important + leave out + divert possible +answer real + unplug a itm Ljust et the phone bb iftdocttwant tbe, Tell my secretary to all my call. ei “try to the phone before the fourth rng 4 frm call from the boss, 1 the phone immediately. 4 If t'min the middle of something {Tet them a voicemail f 1etmhavinga crisis, 1 the damn thing fg 1€1'm going tobe ofthe office, my als. 4) How many ofthe statements in3 are true for you? Compare with a partner Asking politely 1 Use the words and phrases in the box to make seven useful expressions which start with if can gotaminute gottime not toobusy nottoomuch trouble possible would g its 2 Divide the text nto-12 things someone might phone to ask you to do Allthe requests start with Could you..? Could yo emailmennflghtdetaisletmehaveacopyofthereporigetontooursupplerget backtomewithinthehourtakeaquicklookattheproposalarrangeforsomebody tomeetthematthestationsetupameetingwiththeheadsofdepartmentsend theiraccounsdepartmentaretinderfixmeanappointmentbooktheconference roomforthreefaxthefguresthroughtomeorganizeatouroftheplantforsomevisitors 3 Work witha partner. Make and answer palit telephone requests using the language from 1 and 2 above. Speaker A see page 130. Speaker B see page 136PSN Unexpected phone calls 1. @ 1,341.37 Listen to four telephone calls and match them to their descriptions, Call a Thecalleris kept waiting. call2 b Call3 © Asales executive calls with a quote. calla d “Abusiness contact calls to ask a favour. “There is a communication breakdown, 2 © 1341.37 Listen again and answer the questions. call ‘What's the misunderstanding? How oes the man receiving the cal deal with the problem? Do you ever have difficulties answering cals in English? call How does the person receiving the call avoid another call? Do you think he is really in a meeting? Do you ever pretend you're busy just to get someone off the phone? calls How would you describe the telephone manner ofthe person receiving the call? What i the caller calling about? Have you ever been treated unprofessionally on the phone? calla Where did the speakers meet? What does the caller want? Have you ever received a phone all from someone you have met but can't remember? 3 All the expressions below were in the telephone conversations you just listened to. Can you remember the first three words of each expression? Ir's and I'm count as one word, calla a —__me through to Yves Dupont? b —___don’t understand. ¢ —___more slowly, please? —_________ those prices you wanted, can't talk right now. —________ me back - say, in an hour? — do for you? ‘when he'll be back? speaking to? bother you. ‘who's calling? ‘mea contact number? 06 HANDLING CALLS 394. Use the phrases in the box to make nine responses tothe statements below. backlater back to you tomorrow can reach him on his cellphon: something out someone who speaks better English tohearfromyou then to youlater what Tcan do Tneed to be on the next ght to Oslo, Tkeep calling Mr Kirk at his office and getting no answer I'm afraid Angela's not here at the momen Could you fax a map of the city centre? got a meeting. I should be able to give you an answer by this aftemnoon, Tneed somebody to come and have a look at my PC b © q fe T've gotto go, I'maf f ge h_ I'msorry, I don't speak German i Ineed those figures within the next 24 hours. cal do Okay, 11 oa ee get 5 Work with partner to practise dealing with incoming phone calls. Speaker A seepage 142, Spex Boos pags 6 8 Complete the boxes below with the names of four people who typically phone Include private calls if you like b Categorize Gust keeping in toue int (must be done now), important (but can wait), soc h), a nuisance (time wasting) © Swap boxes with a partner and practise phoning each other. W toavoid doing what they ask? Or what can you offer to do to get them off the phone? 7 n a Who's calling? What do they want? | What do they want? How important/urgenti it? | How importanvurgentis it? ‘ What excuses can you make to —-—»- What excuses can you make to avoid doing it? | avoid doing it? j What canyou doo help them out? | What can you do to help them out? Who's calling? Who's calling? What do they went? What do they want? How importanvurgentis i? How importandurgentis it? What excuses can you make tc ‘What excuses can you make to avoid doing it? i ap avoid doing it? IAs cet lia tt hale ten out? What can you doto help them out?06 Handling calls Office life Complete the poem about a day at the office using the verbs on the right, Use the rhyme to help you. To do today First, there's a report to! ae check Then those ges rough ee Figh eta ci emails. © Don't worry, I'll back to you. be Ameme nowto® nats to" wee Taree, mr eer olga Cant top nowt lt, : ny cal ha past ten cfeares sould have ® ny esky hen, eb copy. rots ; acofes. cance " Engl cas aga vent Messages to we. mest ‘One moment, please, I'll? you through. arrange " atthoe ison " Pol ou + snotnocitoio crash - up clients at the station. give ——stermal presentation make . ais break Ofeacines = isso = EN ofthe nesciston ick ‘supplier in Milan ~ postpone — avappoiimertityou* vet >that pron! contact wow te The eleconerence with Japan can » wor at at past itt phone rome may be ate vt thecer caltate = tear ‘nish Daren t= why t= o we so, you the preston! cra oN op tne nection ane : voter? scroved : sate view Now in your eignaton! feling Is your office anything like this? will Willis modal verb (like can, must and should) Affirmative ‘ mae ee You He She will (i) | work. It We ‘They You He oe She ead work. Gwent) | We | They | I wit 1 wo | work? they 1. Correct the following sentences using the information above. a Doyouwill help me? b_ Stop making personal calls or I'll to charge you for them. © Lexpect the company will to do wel I don't will accept anything less than 2%. € Don't worry, he wills phone you back within the hour. f ilto take that call, if you like & Milsending the figures right away. 2 Match the corrected sentences in 1 to their functions below. 1 aprediction about the future g 2 aspontancous decision/reaction — [[] 3 anoffer o 4 arequest g 5 apiniiie oO 6 arefusal oO 7 athreat Oo 06 HANDLING CALLS 4142 3 1 2 3 4 5 A A A A A B B B 8 B A A A A You can often qu: 4 Match the following to make five short conversations. really need that report today. ‘My plane gets in at seven, Tm just off to a meeting Eva's off sick today. She wants to see you~ now! Tithave to speak to er, I'm afraid Tbe right there. Fil finish it this morning, Til phone you later, then. Yl come and meet you at the airport Good. I'l tell her you're on your way. ‘just give you my mobile number. (Okay, I'l see if I can reach her at home. Great. 'llsee you there, then. (Okay, Il look forward to seeing it Eine, > fy sentences containing, sill with if + Tit ery 10 ger you onto an earlier fight if Tcan. + Ifyou've got time, 1M shora you round the factor. + Tlsend you a copy of our brochure if you like + Ifyou prefer, TI meet you atthe station. Complete the conversation with the pairs of words in the box. busy +later desk + look make tlmow — nothing + away sive sright leave + okay tay +time wait + details se knocks on his basss door and goes in. Tom is working hha at the computer and doesnt look up. Jézset Oh, sorry. IF you're (a) .Tlhcome back Tom No, no, come in, Jézsef. Ifyou (b) __me ‘two minutes, I'lbe with you. TIljust save what I'm doing ... Now, what can [do for you? ézset Well, I just need you to check and sign these documents for me. Tem Sure. Ifyou leave them on my (e) rll havea at them this afternoon 4Jézset Fine. I'lljust put them here, then, Tom By the way, it’s not urgent, but did you call Budapest about next week’s meeting? beset Br, no, I'l (@) —____ todo it before lunch if have Tom Okay. ézset And I'll get someone to (e) the travel arrangements if you let me —how many people are coming. Tom Oh, right. [think it’s four. Ifyou (f) second, I'l give you the Yeah, they're sending their manager and three sales executives. Sxeet Okay, I'l see toi. Abzset OF course. Well, if there's (h) Tom Good. And rl (@) ‘eto youto sort out the conference room, if that's__. Well need the usual AV equipment and refreshments. else, IT geton with it right. Thanks, Jéasef, (06 HANDLING CALLS Phrase bank: Polite requests Look at the following requests. Which refer to ‘people, which to events and which to documents or figures? Write P, E or D. (e) get on to o 1D take a ack ook to (OT (cet me rave a you can en Oo ti a on (o) organize Oo coud ae (e) setup a meet roe PO [ste | gota ‘fax through. [LJ iy (g) check the arrangements tor..| 1 itmget backto... [LJ Dsendtten EI] Offering assistance Complete the following offers of assistance with the verbs in the box. You'll need some more than once. call do get see sort speak A iat can oo, 1 onion strat away Ts) heron her mob [someting — dont wony Back to you later. Ofay,| POH | Tq ou back wh leave wth |" | the fgues m [(@ tothe people in marketing about it al igi? —o>e (07 MAKING DECISIONS could we have it ready for the Seoul Trade Fair? ‘fit means we make a superior product: ‘if we don't get this product out before our competitors? we won't have time to-vun the final tests if we had more people working on the project. there's no way we're going to be ready. I'm sorry if you had to deal with the marketing department! Tihave to take them off other projects. And I can't do that.Extract 2 1A Well if we're going to meet our deadline without extra staff it would be a disaster. B Okay, fair enough. And if get you that bigger budget if we've not at Seoul A promise, But if we spent more, «an you promise me we'll be ready on B Wellllet Finance worry about that. If we can solve this schedule? problem with a bit of overtime, T'llbuy you that drink I owe you! Excellent, Because we're missing the publicity event of TT do what I can to get you the budget for that. the year wouldn't that affect our profit margins? You're telling me! Ifwe didn’t have a stand at the fair, Tm going to need a bigger budget, Jean, so 1 Okay. That’ decided then. I'l get us to the launch stage can pay my people overtime. on time if you get head office to okay a budget increase. Great. Now, if you're not rushing off home, Look again at the extracts in 1. Which of the if-clause grammatical structures below come in the if-dause, ‘which in the main clause and which in both? an+ infinitive could+ infinitive going t+ infinitive nay + infinitive might + infinitive Past Simple Present Continuous Present imple will + infinitive vould + infinitive As well as if, we can use other words to connect two related 3 Rephrase the sentences below using the word(s) ideas ina conditional sentence. in brackets * Unless se reach decision by thi afternoon, it may befoo If they offer you a promotion, what will you do? date (= If we don't reach a decison...) (supposing) * The predact willbe ready in tine provided/providing __byWe'llgo ahead with the new design, but only ifthe (that), /ass0 long as everyone does overtime. (~... ify but market research is positive. (provided that) only if everyone does overtime.) WellTose the contract if we don't lower the price. + Suppose/Supposing the rourist industry is affected, what'll unless) swe do then? (= What ifthe tourist industry...) You can go to the conference, but only if you give a talk. (@slong.as) Phrase bank: Decision-making Match each of the six stages of a decision-making meeting (a-f) to two things you might say (1-12). Define your objectives ‘The most important thing is: will there be synergy? Set priorities ‘As you can see, they do have exactly the expertise we need. Analyze data So, that's it: we've decided to go ahead with a full alliance. Present alternatives One option would be to work with them on just this project. Weigh up prosand cons 5 We're here to decide whether to proceed with this alliance. Make final decision ‘The main advantage of an alliance is reduced costs. Have a look at this feasibility study. What we've agreed, then, is to accept their proposal Our aim is to reach a final decision by the end of this meeting. 10 Another alternative is to form amore strategic alliance. 11 On the other hand, this would bea very serious step to take. 12 Above all, we must be sure our two cultures are compatible #00 °O0 OO «OO eOO tO 07 MAKING DECISIONS& Influence 1. Have you ever been ina meeting like the one in the cartoon? What happened? Learning objectives: ia ting like t i. it happ Unit 8 ante People skills influencing pers = | and subordinates: Roleplay Usinginiencingtectniques Roading Managing up, down and sideways {stening tnuencing tactics lng what everyone was thinking . and ifyou doit again, you're fired.” 2 Inyour company, ar all levels of management involved in decision-making or are decisions mostly handed down from the top? Where's your firm on the scale below? TOP-DOWN @———" > nczusive 3 leit posible tobe influential even f you are not i a position of authority? 4. In,your experince, how is getting what you want from peers and subordinates different from geting what you want Erom your superiors? Share your thoughts witha partner 5. Workin groups of three. Each read the introductory paragraph and one other paragraph in the article on the next page. Discuss what you've read (in particular the parts in bold) and compare it with what you talked about in 1-4 © @ 1.42 Nowlisten to short extracts from six conversations. Decide what the topicis and then tick the boxes in the chart below according to whether the speaker is managing up (B), down (L) orsideways (=p). Topic of conversation tltla 50 08 INFlegy Tens It's a fact of business life that very few managers ever reach the boardroom, But nowadays we're all encouraged to be ‘leaders’ and leading from the middle is a lot more challenging than leading from the top! As a middle-manager, then, partway up the corporate ladder, you need to adopt three separate management styles, each requiring very different tactics. 1, MANAGING DOWN Some companias ae obviously more hisarchical than others. But, whilst the command-and:-control approach may occasional be necessary wen dealing with subordinates, those who repor to you wil generally prefer to be motivated rather than cictated to. So vary the tasks you delegate, emphasize how mission-critical thse tasks ae, alow a certain amount of autonomy and don't be slow to praise good werk. Show you understand the pressure your team's working tude. And don't forget your non-verbal communication — even a touch onthe shoulder lasing ust 1/4Oth of a second has been scintficaly proven in most cultures to increase people's wilingness to comply wih a request. 2, MANAGING SIDEWAYS Betore trying to persuade your peers, make sure you've bul a good working relationship with them fs, Of couse, you don’t want to abuse your friendship, but psychological resoarch confirms that king someone dows mako us much more responsive to their requests ~ as does the feeling that we are somehow in ther debt and owe them a favour. So don’t hesitate to remin the other parson of ‘he lst time you helped them out ~ especialy if t was recent, Research also suogests ‘hat people Ike to seem consistent inthe behaviour, So don't hesitate to remind them ‘ofthe last time they helped you out ether! And noverunderastimate the power of flattery. Used with since, tays works! 3, MANAGING UP. The main thing when attempting to infuence your boss isto put yourself in ther shoes ~if you were them, what would most interest you about the proposal youe about to make? So, do they lke their managers to do non-job-retated ‘work, for example’? i you know your boss is parialy cost conscious, point out the savings your idea wil achieve. onthe other hand, they’ more customer-centric, ‘cus on improving client services or product benefits. they like to keep up with the latest management practices, refer to what your competitors are already doing ‘nea o consensus. But thoy aefe to stand out from the competition, tak Instead about wit no one else fs dong yet— appeal to uniqueness, Remember, oo, that thos in authority wil tand to respond well othe views of other authorities — so provide one or two convincing pieces of data from reliable expert sources. 7 @ 1.42 the expressions below are in the order you heard them in the extracts you just listened to, Listen again and decide what influence tactics in the article are being used hy Just about everybody who's anybody is going to be @ Lxealize you already have a lot of work on this week, there ~ all our competitors, for sure. but to IL Now, Ilenow you're worried about the cost, ut have bb Itsabsolutely essential that we getback to the lent alookat this report Ijust received. on this by Piday. 4 J) Listen, mate, ve got abit ofa problerm and Iwas © I think you may find it an interesting change from hoping you might be able to help me out.» what you normally do. = lly do. k You remember a couple of weeks ago I took the 0. Tknow how you like to encourage your trainers to Morelli account off your hands ...2— gain some outside experience. # ier t | You said how much you enjoyed it last time. And it € You said yourself we need fo make savings and with would be a real help to me if... => business alittle slow this quarter... f 1m Iwas very pleased with the way you handled the 1 Tknow Talready owe you one for standing in forme Korean deal. last time. = I think you're ready to take on a bit more © Tobehonest, you're much better at this sort of responsibility. 4 thing than me, anyway. => © What do you say? Do you think you're up toit? 8 Work with aparmer to practise your infuencing sis in some ofthe same situations asthe ones you jut listened to. Speaker A seepage 126 Speaker B se page 129 08 INFLUENCE 51MANAGEMENT ( _ Meetings on the go SCENARIO Learning objectives: Management Scenario B Business communication skills Asking for favours Hanaling meetings onthe go: Roleplay: Constructive meetings on the go Reading How to handle ‘meetings onthe go {Bin company inaction BI: Meetings om the go B2: A constructive meting BSA failed request 52 B MEETINGS ON THE GO 1 Alan Sugarman is a sales representative for Flow Information Systems (FS) Read the email he sent to Heather Sherwood, another sales representative, and answer the questions, @ What's Alan’s problem? How urgent is it? b What's the favour he's asking for? © Howdoes he sound? © positive © desperate © angry d_ How easy is it to say No to requests like Alan's? To: h.sherwoodafis.com Hi Heather Hope it's all going well with the people from ABI. I'm really sorry to bother you \while you're in the middle of negotiations, but | have a big favour to ask you and, unfortunately, | need an answer pretty quickly. ‘As you know, I'm due to speak at the Infatech conference in Paris next week, but | just received some bad news from home. You remember how | told you about my ‘grandfather? Well it seems his condition has got worse. | really need to fly out to the tates to help my family. So {I guess you know what's coming) do you think you'd be able to stand in for me in Paris? Please don't say ‘No’ straightaway. I's only @ 20-minute presentation and I've got all the slides together. Can we at least talk about it when you get back on Wed? You're my last hope! ‘Speak to you in a couple of days. Good luck in Milan! Alan 2 Alan docs’ get an immediate reply from Heather, but two days later he catches up trith her in the caridor atthe FIS ofc in London. Watch the fst part of video BL to tee thel conversation, and ick the different strategies Alan uses to ry and get Heather to standin for him atthe conference in s tobe the most moet ris, Which strategy sem © Battery [ © threat oO © incentive o © emotional pressure [-] © appealtofairness |]In company EONS aa 3 Shorty after her talk with Alan, Heather bumps into her assistant Tony inthe kitchen, Watch the second part of video B1 to see thelr conversation and evaluate their behaviour on the scales below. HEATHER TONY < ineffectual authoritative aggressive “ oa submissive accommodating disrespectful A. 18 you were Heather, would you lave handled the to corverations diferent? If s0, how? 5. Read the article on handling meetings on the go, Which ofthe advice inthe article did Alan, Heather and Tony take o fail to take? How many of your meetings take place in office corridors, at the coffee machine or water cooler? In today’s fast-paced business environment, chances are quite a few! Not that the corridor meeting is anything new. Way back in the 1970s, executives at Hewlett-Packard were encouraged to get out of their offices, and walk around the workplace solving problems and building relationships. They called it ‘MBWA - management by wandering around, Forty Years later, the management culture et companies like GE, Disney®, M*, PepsiCo, LucasFilm and Walmart is largely based on MBWA. But if you're going to hold meetings on the run, there are one or ‘two things you should know BBe careful not to have a corridor meeting when you're in a tush to got somewhere elso or tho person you're talking to is. Bosses won't thank you for making them late for an important meeting or even for their game of golf. Feeling hurried also means you probably won't be paying full attention and will be more likely to make decisions you'll regrot. So before you say Yes just to make your escape, make sure you really mean ‘yes’ It would be better to say ‘OK, let me think about it and I'l get back to you! Sometimes, if you're busy, you'll automatically say No to more work and may miss a fantastic ‘opportunity to advance your career. But if you really do mean ‘no’, just say No. It helps to give a reason {for saying No, but keep it brief and vague. Ifyou go into longthy explanations, you're inviting the other person to start negotiating with you. And you haven't got time for that! Incompan Grmsay LEEK 6 Now watch video B2 to see Tony having.a more constructive conversation with Anton, ie sales moanaper, How do you tate Antoes leadership eile? 7 Atwer speaking to Tony, Anton has a meeting with Alan about the Infotech conference in Paris. What do you think the meeting is going to be like? What would be the best approach for Anton to take? 8 Finally, watch video B3 to see Anton talking to Alan and check your predictions in 7 9 Work with a partner to practise making the most of meetings on the go. Turn to page 126. 10) Rowevehnan your parkormaca uate far bas on pe 10,eT Small talk 1. What exactly is small talk? How important do you thinkitis in business? 2 How culturally aware are you? Try a cultural sensitivity test Speaker B see page 137 A friendship founded on Speaker A see page 129. business is Better than «business founded on friendship. Getting down to business 1 in When Cultures Collide, cross-cultural consultant Richard D Lewis talks about the role of small talkin international business. The diagram below shows how long it takes different nationalities to get down to business. Try to complete the diagram with the names of the countries in the box. John D Rockeeler, American industrialist Doyou think it's important to build Finland France Germany Japan Spainand'taly UK USA friendships in business? a ee Learning objectives: Unit 9 Formal introduction, Sit down. Begin, Business communication skis i Ee tm cult eenseneas Taig Formal introduction. Cup of coffes. Sit down. Begin. Engaging in small LUstening Pre meeting Seem rerie Vocabulary Essggeration and Informal introduction. Cup of cotfee. Joke. Begin. ¢_—__—___—» Formal introduction. Cup of tea and biscuits. 10 mins small tak (weather, spor) Casual beginning, 3 er, Formal introduction. 15 mine smal tak (polities scanda), Bagi. 1 > Formal introduction. Formal seating. Green tea, 15-20 mins small talk (pleasantries). Signal from superior. Begin eae = 20-90 mins small talk football, family) while others arive. Begin when everyone's there. Mins ° 5 10 18 20 25 30PME 2 @ 201-2.07 Listen to extracts from seven meetings. Check your answers in 1 by ‘matching each extract to the correct country. 3 @ 2001-207 Listen again and answer the questions. There is one question for each extract. Where exactly is Tom Pearson asked to sit? Horr long is Dr Alan Winter going to spend in Berlin? ‘What was Miss Sterling's father’s job? What kind of smacks served at the meeting? Why was Catherine in Finland before? In the joke, what score do both the man and the woman get in the test? {& What commonly happens in their meetings these days? 4. Put your own nationality on the diagram, ifi’s not there already. If it is there, do you agree with where it’s placed? 5 @ 201-207 Lookat these excerpts from the conversations you just listened to and underline the best grammatical choice. Then listen again and check. A. Did youtry/ Have you tried green tea before, Mr Pearson? B Er, yes, Idid / have, I had / have had itlast time Lwas / have been here. [like it very much. [A Tike to introduce you all to Dr Alan Winter, who came / has come over from the Atlanta office to spend a few days at our research centre. Welcome to Berlin, Dr Winter. ‘Thank you very much, Wolfgang, It was / has been kind of you to invite me. .. And then Juventus scored / has scored the winner. It was / has been an incredible ‘goal! Did you se / Have you seen the Lazio game last night, Miso Sterling? Yes, | did / have. Wasn't it / Hasr'tit been a great match? One of the best I ever saw / hhave ever seen. 7 Rain stopped / has stopped play again yesterday, I see. Sorry? ‘The ericket. They cancelled / have cancelled the match. ‘Oh, they didn't / haven't! Well, we certainly didn't sce haven't seen much cricket this | think this is your first time in Finland, isn’t it, Catherine? Or were you / hhave you been here before? ‘Actually, I came / have come here on holiday once, but that was / has been a long time ago, That’sa terrible joke, Marty. No, you see, he copied / has copied her test. right? Marty, we heard /'ve heard the joke before. It’s ancient. Okay, everybody, time to work. I thought / have thought it was / has been funny. [A What I do worry about is what’s going on between our vice-president and ourhead of finance, ‘They're having an affair? Did‘ you hear / Haven't you heard? I thought / have thought everybody krew / hhas known, No! No one ever tells me anything, 09 SMALL TALK 5556 Talking about experiences 1A good way to socialize in English i to talka ttle about some ofthe experiences you've had. You've going to play The Experiences Game, Prepare by thinking about what you {atl putin the gaps on the board, Sore of te vxbs and adjectives inte bozes below may be useful but you'll need to change their grammatical form, be eat go happen hate have hear know like love meet read see spend stay amazing attractive beautiful boring biillant delicious disgusting dull entertaining exciting fabulous fascinating frightening funny great bard intelligent interesting lousy Iuxurious marvellous nasty nice relaxing strange stressful stupid terrible ugly violent wonderful 2 Play the gamewith a partner. Chooeea box to start on and then move around the board talking sbout your experiences. PEOPLE JOBS | HOLIDAYS. Tve_____some T guess the _____job ve | the holicaytve | J ean ae an eerie ee. cartel oe vvas this one guy/woman 1 asa What Ireally eerie eee Ree about that job was Wie probably | : 1 JOKES HOTELS \q One ofthe jokes I've Ive insome ever isthe one about hotels, but the Tm nor sure i can one in was relly tellit, ba Tl try! The thing about it was RESTAURANTS cies The —___ restaurant I suppose the — city Ive ever inis Tve ever to must. called —_____ Last time be What I really there, [had about it was BOOKS FILMS WEIRD STUFF (One of the most —____ One film Ihave __*____ which 1 One of the —_____ things books I've recently relly tg ‘which has ever to is Basically, t's Alot of people think isa me is when Twas in about actor/actress, but I ‘What was 09 SMALL TALK 9 compart vse ant teen cm expeincoa Whi tha Ellon stlctoes eco? Chntn sont fens the wa city dothes economy movie people book car holiday hotel job news pei & great/shocking/latest 4 sophisticated/cosmopolitan/industrial fy gecure/challenging/well paid bb. marvellous/changeable/miserable { comanialfinmay/faiiy © strong/weak/depressed________j_elaning/beach/sightoeeing 4 smart/designer/casual ©. friendly/hard-working/enterprising k_ comfortable/poor/tirions f exciting/classic/anforgettable 1 dullviliant/well-writenPANES At a conference dinner Work with a partner to practise small talk ata conference dinner You are sitting next to each other at a conference dinner ina city you both know well, anc have just sat through an incredibly long and boring opening speech. You have not been introduced First decide what the conference theme is why you are there (eg, to givea presentation, to network, to do deals) Then look atthe conversation notes below and prepare what you ae going to say. Speaker A oa \y “Tthink that must be the longest opening speech Ive Speaker B everbeard! Tm (Game), by the way don't Pleased to meet you Fa name es omni mere by sig oot 22 aor of the following Speaker 2 (ee eae Continue the conversation by asking about one or more ‘© talks your partner's been to (any interesting or ofthe following: © thedinn ‘your partner's company (location, main activities) ~ Speaker B r you've just eaten (local dishes, drink ‘your partner's job (how long she's/he's had it) where your partner's staying (service, comfort, convenience) Continue the conversation by talking about one or more Speaker A othe reitieUppeal foc the ete yea Continue the conversation by talkingaboutone ormore | ghapping (the best places you've found tobuy ofthe following: Bear) ae ier clue cf necesepentreriaied) ‘© thenightlfe (a restaurant, bar or club you've been to) ‘© arecent item of news (politics, sport, scandal) Sposkens) Break off the conversation: ‘Oh, wait a minute, it looks like the next speaker is going tobegin. Let's hope this one's better than the last CTee 09 Small talk Exaggeration and understatement Are you the sort of person who tends to exaggerate or are you mins of uote Exaggeration A boar it eas a fuirly dirty bool Yeah, it soar absolutely filthy! Understatement A hei B Well it was a fairly dirty botel it wasnt exactly the cleanest I've ever stayed in 1 Respond to the following statements using the words in sheboe ts marge boiling enormous fascinating freezing gorgeous tiny a A. Louppose Helsinki was pretty cold. [ {panasunsabesaiiananianans b A. ‘Thailand is an interesting country. B gee Eee eee ere © A So, he's gota big house in the country? B Seer dA It’s actually a very small place eee @ A. It’squitea beautiful sunset. pee eee ae oe f A Ofcourse, Turkey's hot in summer. 8 Now do the same to understate. a A [esa dull book, ien't it? B (interesting / read) b A. Soitwas quite an ordinary meal? (amazing / had) > Well, that was a boring party! (exciting / been to) dA. Tr'sbeenastressful week (relaxing / had) e@ A [twas apathetic joke, B (funny / heard) > Isn't Chicago dangerous? (safe place / been to) 58 09 SMALL TALK Past Simple or Present Perfect ‘The Present Pesfect i apr about tense. You use it to tall * things that start in the past and continue up to the present. We baventt seen much cricket tbis summer. + people's experiences, no matter when they happened. before + things that have an obvious connection to the present. Dr Winter bas come over from the Atlanta office (hes here now) Toe tried green t he | Hap | she | 1 Read the three sentences below. ‘The Thomke family came to America from Switzerland 40 years ago and started a business. (1) ‘Since the 1980s they have been extromely succesfl. (2) + Infact, for the last five years, they have heen the market leader in their field. (3) a Which of the sentences above refers to: apoint in time?[_] a period of time?[_] both? [_] b_ Which two pieces of information are basically history? Which tense is used? © Which two pieces of information are most relevant to the family’s current success? Which tense is used? 2. Look at the following time expressions, and decide which are used before ago, after for and after sinc. Fill in the table. Some expressions can be used more than once 2001 acouple of days half past four last month the day before yesterday longtime aweek Christmas coveran hour the 1990s ‘Thursday years the oll ersis ago sine3 Using the rules you've worked out so far, try the following quiz about the people who said the sentences (a-f). Write Yes, No or Maybe. lived in Lishon, Does he live there now? lived in Helsinkd for six months. Does she live there now? —_ 1've lived in Toronto. Does he live there now? —_ Complete the conversation with the verbs in brackets in either the Past Simple or Present Perfect. Tibor, a sales manager, ie planning to send his stffon a teambuilding survival course. Thor Right, now (a) — youll (get) my email yesterday about the training course? Br, yes. (6) — Leertainly (© tobe a joke, Fydor. No, 1(@) (notice) recently that we need to work as a team more. Last year’s interpersonal sila course obviously () (not be) as successful as I (f)- (hope) and so 1@) (now decide) to send you all on a management survival course. Fydor Tor ~ (be) ita joke? (not mean) it At the Death or Glory Training Camp. That's right. (h) —___ you (hear) of it? No. Erm, you @) (cay) in your email, Tibor, that you won'tbe coming on the course with us yourself. Is that right? Fr, unfortunately, yes. Obviously, [ Gand) to join you, but I'm going to be much too busy, 'm afraid. For one thing, I still (e) (not do) the Ive lived in Taipei for three years. Does she live there now? ©. Ive been in all morning and she hasn't phoned. Isit still morning? #Iwasin all morning and he didn’t phone. Is t still morning? —__ Ishein now? Isshe in now? Phrase bank: Engaging in small talk Listed below are some questions which might keep the conversation going at a business event. Complete them with the verbs in the box in the correct form. You'll need to use some of them more than once be come hhear make enjoy find go give have meet read see stay try the conference? near here? con after the conference? a presentation? to the keynote tomorrow? to Brasilia before? to any interesting talks? any useful contacts? Have you the (latest) news? much of the city? any nice restaurants? the local cuisine/wine? Dr Wendel? (Gomewhere) before? wonderful weather quarterly sales figures. Tibor, why () — you (60 far)? (not tell) us about this at the departmental meeting last week? Well, 1 (mi) (not make up) my ‘mind until today. But I er, (n) — (think) it would bring us all together. It(o) (already bring) us together. None of us wants to go! Now, look, Fydor, don't be so negative. Wait a good day? any interesting people? to the conference last year? your name on the programme? an article by you in Businessweek? until you () (have) a chance tothink about it.I (q) —_____even ~ (not show) you the course brochure yet. Anyway, what do the rest of you think? I think it’s the most ridiculous thing you (ever ask) us to do. And, I mean, the interpersonal skills training (s) (be) bad enough. Iam not being dumped on a freezing hillside and told to find my way back to civilization with a fruit knife, a chocolate bar anda ball of string! (09 SMALL TALK 5960 ‘Email When you soritea eter, yout your words, Why isit that | when we-send.anemailsse | jist wire down anyold nonseince? and pres send and thetn boop for the best Uoey Kelana, Financial Times mails? Unit 10 Business communication ig emel el likes Guidelines foe wing nail Siping alengthy ema Weting: Exch mall Reading Ena Listening Vorcenal messages Vocabulary Computers Grammar Pusu forms Phrase bank Email 1. Wen do you email rather than pice up the phone? Discuss with a partner Learning objectives: | 2 You're going to listen to some business people being interviewed about wh they ove and hate about email. First divide the following phrases int love and hate. Label them Lor Tmabigfan of. Tmnotcrazy about... Tmnotkeenon..._ It drives me nuts Iestealy cool. That really bugs me. The really neat thing is... What lean't stand is What realy annoys me s 3 Working witha partner, see if you can predict what the interviewees will sy. Make notes below according to how lkely you think they are to mention it |Whiat Jove about email__| What | hate about email ‘Sure to mention ‘Might mention .. 4 @ 208 Nowlisten and tick ofthe likes and dislikes. Make a note of any you missed 5. What's your own special ‘pet hate’ with emails? Tell the rest of the class what really bugs you about i 10 EMAILEMEA] Writing emails 1. How important isthe ability to write in business? Read this extract from the book Writing, Do you agree? ‘The importance of writing stands to reason. Your boss, co-workers or customers don't follow you around on the job. They dont see how you handle people or projects day to day. They simply sce the results of your work ~ database notes, email, reports, proposals. Clear writing reflects clear thinking. Your writing becomes your face on the page or screen, Not ‘only must your writing be clear, correct, complete and concise, bur it aso has to connect. Your entire relationship with co-workers or customers may rest solely on your email exchanges. In a world of emotional disconnection, people long to be treated as special, important individuals. 2. With a partner, think of short, simple ways in which you can ‘connect’ with the people you email 3 There are no universally accepted rules for writing email, but here are some useful guidelines, Match the rules (a-h) tothe reasons why they are useful (1-8). Create a subject line with impact. Write short sentences. Keep paragraphs short. Don't always trust your spell check. ut your signature on the message. Proofread the message before sending it Use headings, bullets and numbering, ‘Add one personal touch to your message. Itanvas peopl ecrling dow to ore if her's more et. “Theos vil id the reads and rake the meseage eater o grap. Ikcact tall he deren between yourand yeaa cr hay an hae Teis more key that someone wl ead your emai Su denlieel et tomer penal Mire lam chance radar wl aig Iterestes a more profesional image if there are no sly eror 00000 Mousunn sme acee Oo 8 You don't need complex grammar or punctuation, 4. People you know well may send you emails with certain grammar words missing. What three types of grammar word are missing in these examples? It’va great idea : Fmpresenting i to the board today. Fllspeak to you later Now put the missing words back into the email below. Hi Rosa ~ been in meetings all day, so just got your message plus attachment. Sounds great - particularly like your suggestion about discount rates. One ‘or two points a bit unclear pethaps, but basically good stuff. Could add something about packaging. Nice job, anyway. ‘See you Friday. Leo 10 EMAL 61(A EM 5 Emails gonerally contain fewer fixed expressions and are les formal than business letters, Rewrite the folloring extracts from business letters as emails with the expressions in the bones in place of the words and phrases in bold Badnews: Cheers. Could youdo mea favourand...?- Good news: from Gotyourmestageon... Hi... Shalll..? Sorryabout.... Sorry, but I can't make Lad + Dear Louis Thank you for your letter of the 12th September. Unfortunately, I shall be unable to attend the meeting on the 21st. I would appreciat if you could send me a copy of the minutes Best wishes, Tom Hunt Tm delighted to tell you that as of 2 Jan we are offering substantial discounts on all orders over €1,000, IF you wish, I would be happy to send you further details and a copy of our new catalogue 1 regret to inform you that the board turned down your proposal would like to apologize for not getting back to you sooner on this, but I've been in Montreal all week About... Are we stil okay for..? Following... Ifyou have any questions, let me know. Tmsendingyou...asanattachment. please... Seeyou.. Speak toyousoon. Thanks. Tam writing to confirm our appointment on 3rd May. My flight 11 am, With regard to my presentation on the 4th, could you make the necessary arrangements? [enclose a list of the equipment I'll need, [look forward to meeting you next weck. Charlotte De Vere Further to our telephone conversation this morning, I'd be {grateful if you could send me a full description of the problem and I'l pass icon co our technical department. Thank you for taking the time to do. is If can be of any further assistance, please do contact me again. ook forward to hearing from you ron Ee Come 8 vAME] 6 Rearrange the information inthe emai below and rewrite it to make it leare Give it paragraphs anda sultabe subjectline @ you doing? Got the joke you sent mo - very funny. I've emailed you those statistics you wanted, by the way. Hope they come in useful fo your presentation. Spoke to Chery! in accounts the other day. She sends her regards. On the subject of accounts, did you send your quarterles in? I don't ‘seem to have them. Let me know how the presentation goes. And don’t forget those figures. 7 Make the email below simpler and clearer by deleting as many unnecessary words as possible without changing the meaning, Dear Mr Nordqvist, (On behalf of myself and my colleague, Karen Sharpe, may | take this opportunity to thank you and your team once again for your kind hospitality during our briet stay in Malm, Karon and | both fot that the two-hour meeting we had with you at your headquarters last week was, without doubt, a great success, and we very ‘much look forward to discussing our ideas with you in much more detail than we ‘ere able to in that extremely short but highly productive meeting 11am sure you will be pleased to know that | passed on your valuable comments to ‘our Managing Director, Diane Lee, and she assures me that she will certainly be in contact with you over the next couple of weeks or so. In the meantime, lat me just say that it was a very great pleasure meeting you, your managors and enthusiastic staff, and exploring the possibilities of some kind of a joint venture between us in the not-too-distant futur. With my very best wishes, ‘Sam White, Senior Product Manager, Tharmofiex (UK) 8 Having edited the email in 7 down toa more manageable iz, add one or two personal touches at appropriate points inthe message. You know that Niels Nordqvist has just been promoted to vice-president (finance) and that his wife has just had their first child caeChange of plan. Twas going to... but Have you heard ..? Don't want to bea pain, but Iwas thinking of. want togoona training course to ve just heard Tm giving a presentation about ‘Afew of us are planning wo. 64 10 EMAIL Changing arrangements 1 ®& 2.09-2.11 Sarah is organizing a business trip to Japan for herself and her ;. colleague, Peter. She has eft three voicemail messages for Koichi, her contact in Nagoya. ; Listen and answer the questions. Message 1 a When will Sarah and Peter arrive in Nagoya? b_ Why are they going to be two days late? Message 2 a Why can't Sarah and Peter stay at the Radisson? b_ What does Sarah ask Koichi to do? Message 3 a How long will the presentation be? b_ What software and hardwate do they need? 2 complete the extracts from the messages in 1. a Peterand|_________ arrive in Nagoya on Monday... b That possible nov, I'm afraid © So,we___________get there by Wednesday 4 Poterandt__________ stay at the Radisson © 1 _____email you about this yesterday. f We _____keep the presentation itself quite shor. @ ..we__________use PowerPoint. h ..we___________ need a projector and sereen ... 3 Which of the extracts (a-h) in 2: 1 axe predictions? 2. tofer to current plans or intentions? 3. refer to past plans or intentions? 4. Waite the email that Koichi might write in response to Sarah's messages You've got mail Work in groups of three or four to exchange emails. * Write a short email message (no more than 60 words) to each member of your group, starting with one of the introductory expressions on the left Make sure the Information in your emall is connected to your own job or experience. Include your ‘email address, that of the person you are emailing and a able subject line. © After five minutes, place your message in the ‘inbox’ at the front of the class and take cout any messages addressed to you. Write reply to each message you receive directly below the original message. Invent any information you have to. '* After another five minutes, put your replies back in the ‘inbox’ and take out any addressed to you. Repeat the above procedure until you have deat with at least five different topics. * Inyour group, compare the sequences of emails you have produced,10 Email Computers 1 Combine the words in the box to make at least ten computer terms. Some are written as two words and some ad banner base board data desk disk engine hard help home key menu page search sheet site spread top web 2. Match the verbs (a-n) to the phrases on the right that they ellcate moet strongly with. surf a a program b enter files off the Net © run onan icon 4d. download data into a computer @ click acomputer f transmit the Internet & crash avirus fh install the trash i burn an attachment, i send the Web k empty text 1 browse toabetter model m upgrade cps nh cutand paste software 3. complete the song about computers with the verbs on the right. Use the rhyme and rhythm to help you. Have you experienced similar problems? My PC is Giving Me Problems (tothe tune of My Bonnie Lies Over the Ocean, tractiona) My PC is giving me problems My PC is giving me hel It says i's got Intel nside i But ts intel inside isnot well Chorus Bring back, bring back, oh bring back my typewriter, please, oh please. Bring back, bring back, of bring back my typewriter, please. mw onime three times this ing morning. te ‘And wouldn't connect tothe? ______. Nt ie my trash without warning. sd It's some kind of * Ube ot 12___ head office a memo sifsohmedt Sent an® In Mioroson® Word, Srey But HO's computers are Apple® sane ‘And thas when an sain PEM eee Ley Is ‘on an icon to a aaa program A" ______that Macs® can read les. But lost half the ——onmyhard download isk clicked ‘So somehow | must have miskeyed. Now my spreadsheet has lost all its Bay upgrade ‘And sadly no were made. helpline | phoned up the * at data Compaq, backups. They told me | need to "*__ They finally sent a" =e Who debugged my with — type ae printer But somethings gone wrong with my eons “Cause when | ‘dsitprints SSOP ‘cs. | guess I'm! ___ literate — | don't know my 2 from my Keyboard RAM, spam My? skils are adisaster computer ‘And my email has filed up with ROM Ithink | should * down my PG, Resources ‘Admit that I'm going * retrain ‘Arrange to see Hurman shut ‘And tell them | want to ® 1! insane Future forms In English, there are many ways of talking about the furure The differences between them have less to do with time than udy the following examples, all of which refer to the same point in with the speaker's attitude to the future event, S time: next Sunday + Fm 40 on Sunday. (1) * Ifty day. (2) + Tet you know on Sunday. (3) sme on Su + You wont bave a proble ion Su gutting a + Tim going 10a wedding on Sunday. (5) + Nel Im not working on Sunday! (6) + 1¢5 going to snow on Sinday. (7) + Din going t0 have a goad rest on S ‘The + whether we are talking about a fact or an opinion unday. (8) orm we choose can depend on such things as + how sure we are + whether we have already made plans or arrangements + how determined we are + whether we want the thing to happen 10 EMAL 6566 1 Match the sentences (1-8) on page 65 to their main function (a-h), fixed arrangement ‘a scheduled or timetabled event an informed prediction 0 cleo an offer or promise Eric aplan, intention or decision an indisputable fact Cleo arefusal Bric OOOooo! an opinion about the future In practice, the difference in meaning between certain Cleo fature forms is often very small. 2 Match the sentences (1-8) on page 65 to the sentences (@-b) which are similar in structure and function, a Myplane leaves at ive. Tm going to goon adiet. les going to be a difficult meeting. It’s Christmas in three weeks. Tlget back to you within the hour. ‘We're getting a new car on Friday. ‘There'll be a lat of traffic on the roads. Tm not giving someone like him the job. za teace leo Oo0000000 3 Lookat the felling strucies for expresing intention, Pu them in oder of certainty. aimingto goingto hopingto intendingto_planningto morecertain yp Lam/was a as b Lam/was €— ¢ oe a less certain ¥ Iam/was Se —_ Phrase bank: Email asap = as soon as possible functions (1~16). BTW =by the way a Hi b Got your message, thanks. © Sorry, but lcan't make it Could you do me a favour? © Are westil okay for Fri? f About the conference, .. 8 Good/tiad news hh See attachment. aO»O eH «Le 1 anap J Following our phone call, Kk T'ilchase it up. 1 BIW m Fri’s fine by me. Let me know how it goes. © Tlbein touch P Cheers 10 EMAIL 'Oi0 OO mC] aC] e[] pL) 4 Underline the most appropriate verb forms in the conversation below. es 8 pm. Cleo is just leaving work, when she sees the light ‘nin Eric's office. Hello, Brie. Are you still here? Hi, Cleo. Yeah, T'm just checking everything for my talk tomorrow. ‘Ob yes, a) you'll give / youre giving your presentation to the board. Are you nervous? Not yet. But (b) Iwill be / Lam if don't get this PowerPoint thing to work properly. ‘Oh, Luse PowerPoint alot. (© It hely / Pm going to help you if you like. ‘Thanks, but I think I've had enough for tonight. The presentation (4) isnt being / isn't till 11, so (IM still have / Pm still having a couple of hours tomorrow morning to get things ready. Well, some of us (6) will go /are going out for a Chinese ‘meal and then maybe to that new chib if you want to joinus. Hmm, sounds like (g) you're having / you're going co have a pretty late night. [think (h) Ill give /T'm giving ita miss this time. Well, () we go / we're going for a drink first. Why don't you come? (i) i take / Is going to take your mind off tomorrow. ‘Well, maybe youte right: Look, (k)'m just checking / Tm just going to check this thing one last time and (Fm /Tilbe right with you. Okay, See you there Match the following informal email expressions and acronyms (a-p) to their Cancelling a meeting Introducing a topic Requesting information/action Giving positive/negative information Greeting Referring to an extra document Nooeune Confirming.a meeting 8 Replying to an email Or0 eO 60 9 10 u 2 13 4 15 16 Adding an extra point Offering to contact someone again Saying goodbye Confirming an appointment Showing interest Referring to an earlier conversation Offering to look into something Requesting/ Offering urgent action1 Presenting Talk low, tlle slorw and don't ay too much Join Wayne, Hollywood fim star How often do you give presentations at work? Doyou enjoy the Learning objectives: Unit 11 Phrase bank Thelanguay Bin company interviews | 1 Think of successful talks you've been to in the past. What Complete the ist of elements that make a good presentation To be a good presenter, you need SSE eT a awell-structured b thorough subje rafesional x sense of @ goodeye attitude language preparation visuals voice {, caetal | 2 Witha partner, discuss the elements in 1 and rank them in order of importance Use the phrases in the box in your discussion, ‘Another important thing is can make areal difference. [think ..is pretty important too. It helps if. bur it's not essential What youneed most ofallis.... You don't need ., az long az 3 Add your own ideas to the list in 1el 68 11 PRESENTING Delivery 1. Read the text below. Is it good advice? 7 «thot ol milion aeabaaatiins erate “managers soy they are more afraid Seite ics anything else ~ even death! To overcome ne presentation trainers advise you to ‘just be 2 @ 212 Listento three people speaking, Concentrate onthe way they sound Do you think they are having a conversation or givinga presentation? Write Cor P next to each extract Extrcta [] Betracte [J Extracte C] Extractb [] Eetractd [J Extract CJ 3 Discuss with a partner. How s speaking to an audience ~even a sinall one~ diferent from speaking toa group of fiends? Thnk about the fllowing © how cleat you speak © how quickly you speak © how often you pense © boenplatic youre W © 239 Gy Keveansls iv he co:ioundr of Allenp com, Garage Techn clos Venturen and the former ‘chief evangelist’ at Apple®. Read the following extract from a talk he gave at Stanford University on entrepreneurship. The extract is unpunctuated, Mark ( | ) where you think Kawasaki paused. Then listen and check. he first thing I figured out and learned sometimes the hard way about entrepreneurship is that the core the essence of entrepreneurship is about making meaning many many people start companies to make money the quick flip the dotcom phenomenon and I have noticed in both the companies that I have started and funded and been ai companies that are fundamentally founded to change the world to make the world a better place to make meaning are the companies that make a difference they are the companies to, succeed my naive and romantic belief is that if you make meaning you'll probably make money but if you set out to make money you will probably not make meaning and you won't make money. ociated with that those 5 @ 2:13 Listen again and underline the STRONGLY stressed words. # Is there a connection between what we stress and where we pause? © What's the effect of pausing: less often? ~ more often?PESTO A team presentation 1. Locket dia felling nivemarton fm Birt irae, You ane ypling to wee dis information to practise delivering a presentation. Mark the pauses and stressed words ‘With a partner, first ‘present’ the information clearly and professionally. Then ‘present’ the information enthusiastically and dramatically. Which sounds better? Presenter 1 ‘When you join First Direct, you experience something unbelievable, A bank designed around you, which doesn't expect you to fit round it. Presenter 1 Funny kind of bank? Unbelievable? Even a little ‘magical? Yes, but also efficient, safe and secure. Presenter 1 ‘And wherever you might be in the world, you can bank online, Receive information online, Buy online. We can even send banking messages to your mobile phone. In the extract above, find examples of repetition rhetorical questions ‘grouping points in threes pairs of contrasting points. Match the items (a-d) in 2 to why they are effective (1-4) You invite your audience to try to anticipate your answer. You create a satisfying sense of completeness. You make sure your audience doesn’t miss your main points. You emphasize what you're saying by using the power of opposites, Structuring a presentation 1. The ollowing expressions help you to give a clea structure to a presentation Complete them with the prepositions in the box ‘about back for of off on to up To start__ then, ‘Tomove____ tomy next point, ‘To go _____towhat I was saying, Toturn now —___a different matter, . ‘To say abit more that, ‘To give you an example____what I mean, ‘To digress_____a moment, Tosum—____, then, Which of the expressions in 1 are used to: return to an important point? repeat the main points? talk about something unconnected? begin the presentation? expand a point? change the subject? oOo00000 oo 11 PRESENTING 6970 RRK Is 11 PRESENTING Using visuals 1. You can draw atrenton to your visuals by using the phrases below. Complete them with the words in the box. give have mean point see show a look at this. b Asyoucan J © Taliketo out 4 The igures clearly @ To_____youthe background to this So, what does this ___ in terms of. 2. Which parts (a-g) of the graph on the left do the following verbs refer to? rise [| leveloff =] fuctuate [] peak [-] oO recover F] bottomout F] fall A technical problem 1 @ 2:14-2:16 Listen toa stock trading company manager describe how his team solved a problem with the company's website. Part A 8 Underline the two things the manager does to open his presentation 1 asksa question 2 tellsajoke 3 tellsastory 4 quotes some figures 1b What's the significance ofthe following facts and figures? 1 nine 2 250,000 3 three 460,000 Part B © What three problems was the company having with its website? d_ Having improved the website, what are E-Stock’s two current objectives? Part ¢ @ Which graph (ad) on the left does the speaker refer to? What three things does the manager do to close his presentation? 1 sums up his talk . quotes a wellknown person refers people to his report invites questions aun 2 Read the following sentences from the presentation in 1. When we first went online, we were getting over 250,000 hits a day. b_ The problem was not the service we were offering, but the website itself. ¢” A fault we hadn't noticed in the programming caused 1,500 people to invest in a company that didn't even exist. 4 Thenext thing was Internet advertising, winning back the customer confidence we'd lost. Inwhich ofthe sentences above do the verbs in bold refer to things: © happening at the same time? [_] [_] © happening one after the other? [~] ["]Giving a short presentation Choose one of the situations below and prepare a short presentation. Situation 1 ‘You have been given the job of introducing a celebrity guest speaker who has come to give a motivational speech to your company. You can choose anyone you like from the worlds of business, sport, entertainment, media, science or politics Use some of the frameworks below to help you prepare, but change whatever you need to. ‘Tey to use contrasts, repetition, rhetorical questions and groups of three in your speech. ‘You should aim to speak for about two minutes. Your guest speaker is making a surprise appearance, so don't announce who itis until the end of your introduction. See if people can guess who itis! Highlights of his/mer career include twas ... who said ... Our guest this evening is a perfect exemple of that. How do you describe someone Who ..., who ... and who ...? sy 1 and ... When asked ..., shefhe said . Not only is our guest .., she/he Is also ... A good example of that ‘She/He showed the first signe of at the age of And at the age of already ... and was beginning fo. ‘Once every ... years or so a s when Tiuly in the world of... no one has done more to .., 10... and to .. . she/he had Ladies and gentlemen, please give ‘warm welcome to ... Situation 2 You have been chasen to present the Business World award for most innovative product of the last quarter-century. You can choose any product you like from household to electrical _g00ds, cars to clothes and machines to medicines. Use some of the frameworks below to help you prepare, but change whatever you need to, Try to use contrasts, repetition, rhetorical questions and groups of three in your speech. You should aim to speak for about two minutes. Nobody at the awards ceremony knows what the winner is, co don’t announce the winning product until the end of your product comes along which totally ‘changes the way we is/was such a product. Not only is/was it... itis/was also... and How do you begin to describe something which literally When | tell you that it sold over, . milion units, you will not be surprised. introduction. See if people can guess what itis! .. once said that this product was the most | could also tell you that it is/was and that ... But that would fail to do it justice. The ... Is quite simply the best ... ‘ever invented. Ladies and gentlemen, the winner Of the award for most innovative product is 11 PRESENTING 7172 11 Presenting Presentations 1. Complete the collocations by writing the nouns in the Fgh hand boxes. They areal things you might do ina presentation graph apoint anissue figures jokes questions make @ describe (a) stress refer to ‘quote ) tell e ‘compare crack ‘address (c) field 0 raise deal with ‘Trends and change 2 Read the following news headlines and mark each of the verbs and nouns of change according to what it describes: WAT GAMA, \ The first three have been done for you a examples Housing samp [+] a interest rates climb [ *] to 7% bb Giiprices reach new peak |] as fer of terrorism increases [ © Asian stocks recover { J after sudden fal{ to monthly low{ 1 d As China rises { 1, polution soars {| to alltime hight Spanish market stabitzes {J after twomonth slide | 1 Wid fluctuations [1 inthe price of paper destabilize the publishing industry & Stocks rebound [ early trading hh Steady dectine { in white-collar jobs in the West caused by outsourcing boom { Jafter substantial losses [in Past Continuous Affirmative/Negative He | was She | wasn Ik working. working? You you were Were We mee | we They | werent Werent |S 1. Match the examples of the Past Continuous (a~d) to what they describe (1-4) a Imet my wife while I was working as a teacher in Barcelona, b He was studying to be a doctor when he dropped out of university and decided to go into business instead, © Wewere going to Vienna for a training weekend, butit was cancelled, d_ You were alvays working late when you had that job in the City. 1a past action which was interrupted or not completed 2. the background to a more important event repeated actions in the past OOO 4 previous plans 11 PRESENTING 2; Correct the following conversation, Thres of the vache in the Past Continuous should be in the Past Simple and Inge Ah, Peter. lwas wondering if1 could speak to you? Peter Hello, Inge. Er, sure. Ijust went out for hunch, but, er, + what was it about? Ingo Well, I was eecing Dieter the other day and he told me you're leaving. Peter Oh, well, yeah. Actually, Twas deciding a month ago, but [didn't think anybody was knowing about it yet. Inge Ob, yes. he whole department talked about it when L came in today. They stil talked about it when loft. “The Past Continuous can esta continuing feeling or attitude, so you can use it when you want co pur gentle sure on someone to do something + Twas wondering if you could help me (And still am. So will you help me?) + Twas looking for sometbing cheaper (And I stillam. So have you got anything cheaper?) + We-swere hoping fora bigger discount (And we still Past Perfect re. So bow about a bigger discount?) they yome bad left: (1) + Teens halfoay tothe airport before I realized Td forgotten ny pasport (2) * By the time [arrived at the party, eo3 Lookat the examples on page 72. a What happened frst: my arival at the party or everyone elae's departure? by Patthe events in chronological onder: getting halfvay to the airport, forgetting your pomport, ralsing your mista The Past Past Simple, Past Continuous or Past Perfect 4. Complete the following anecdote by underlining the most appropriate verb forms. Read the whole sentence before you make your choice. Perfect is often used to look back from a time in the past to an earlier time. ‘Apparently, there was this guy working fora financial services company in the City. Anyway, it (a) was being / had ‘been a realy tough year, 50 he (b) decided / was deciding to take a nice long holiday. He (c)/ust cleared / was just ‘clearing his desk when he (@) suddenly remembered / had suddenly remembered what (e) was happening / had ‘happened the last time he (f) was / was being off work. He (g) was coming / had come back to an inbox containing hundreds of emails. So this time he (h) came up / had come up with a bright idea to prevent it happening again. What he () la / was doing was this: he () set / had set his computer to automaticaly send a message to anyone emailing him, teling them that he (k) was / had been in the Caribbean for two weeks and not to email him again tl he () got back / was getting back. Then, ust as he (m) was leaving / hed left the office, he (n) thought / was thinking he would email his best fend and tell him all about his holiday plans. | Unfortunately, his bestfriend, who (0) was going / had gone on holiday the day before, (p) was setting up / had ‘set up his computer in exactly the same way. So the two PCs (a) proceeded / were proceeding to email each ‘other every fev seconds for the whole fortnight, while these two guys () were enjoying / had enjoyed themselves I ‘on holiday, totally unaware. |(s) heard / had heard that so many messages ()) were finally building up / had finally ‘built up on the company's server that it (u) crashed / was crashing, costing the firm millions! True story. Austin in ‘accounts told me," Phrase bank: The language of presentations == The following expressions are all useful in presentations, but some letters are missing from the final words, When you have completed them, the letters down the middle should make a good piece of advice for a presenter. Can everybody hear me o| or) Right, et gt o ve divided my presentation into three main a4 [Ts Just to give you a brief Vlbe saying more about this in a 1'm sure the implications of this are clear to ul ‘There's an important point to be made ® Okay, let's move Va like you to look at this ‘As you can see, the figures speak for To go back to what | was saying. 3 Are there any questions you'd like to ask at this Id like to look at this in more Et] | |e Let’s just put this into some kind of Perhaps I should expand on that a ot ‘To digress fora M 7 So, tosum u ‘That brings me to the end of my a ‘Thank you. I'm sure you have many a 7] 3] 11 PRESENTING 7312 irae WL Hiroe many buneness presences baie eer fhagh Matha one in he cartoon? Learning objectives: Share some of your experiences with the rest of your grou Unit 12 hen Te Be j People skils Giving Soa nnerscg mma 3 Flaeny: A podict presentation Reading Tre four Cs of presenting with pect Tistening Excracs from presentations A pitch fora mmole aD 3 golng to read out loud every single slide to you, word for word, until youll wish you'd just de.” 2 Wry do so many presenter il heir-vedals with data and then simply read them out? What are they trying to achieve? 3 What creates impact ina presentation? And what lls? With a partner, make two lists. ‘Then compare its with the rest of your group. _BRAVO! BORING! 4 Youare going to read a text about ‘the four Cs of presenting with impact’ Cover the text and work with a partner. ‘© Predict the four Cs. Then look at the text and check your predictions. ‘© Student A read paragraphs 1 and 3. Student B read paragraphs 2 and 4, Underline any points you included in 3. Shave and discuss what you read with your partner.The FOUR Cs of Presenting with Impact 1. CONFIDENCE any presenters sufer {rom pre-talk nerves. If you're one of them, don’t despair! The art of appearing confident can be learned, Step one: slow down. Nothing says ‘'m nervous’ more than hurried speech. Step two: ignore the usual advice about making sure to smile. Yes, a genuine smile reflects confidence, buta forced one only makes you look more anxious. So smile when there's something to smile about. Otherwise, don't. Step three: try adopting a conficlent pose just before you're due to speak. Research at Columbia University has shown that this raises testosterone levels in both men and women by nearly 20%, making them feel markedly more confident. It also cuts the stress hormone cortisol by a quarter, helping to calm those nerves, So stand tall, head up, hands on hips and let your body chemistry do the rest! 2, CREDIBILITY wiitst you may not be a household name, you can significantly boost your professional credibility just by doing four things. First, ‘make sure you give your audience atleast one really valuable piece of information they didn’t know. They will delight in passing this on to others and they'll love ou for it! Second, create the opportunity to mention high-profile projects you've been involved with. This tells them you know your stuff Third, pause before your ‘most important points. This gives your audience time to appreciate the significance of what you're about to say. ‘And fourth, never compete with your visuals. A good visual should only ell half the story leaving you to tll the other half. So keep those slides simple and store the details in your head ~ where they're supposed to be! 3. CLARITY when giving a presentation, less is ‘more. So, keep it short and simple. And if you can't, then break it into short and simple sections! Avoid unnecessary jargon. Decide if a single visual could take the place of a ton of data. And try to anticipate potential objections before they're raised —nothing makes you look better prepared! IF ‘the purpose of your presentation is to sell something, then it'll need a clear and logical structure. The Stanford Method, known as N.A.BC, provides that structure. N ~ what's the need for what you're offering? A~ what's your approach to meeting that need? B- what are the benefits to your ‘customer or company? And C— what, fanything, are your competitors doing to meet that same need? 4. CHARISMA ‘oreally fire up an audience, let ‘your hands do some ofthe talking. Neuroimaging technology thas shown that the same areas of the brain light up when we ‘gesture as when we speak, So gestures help us speak more fluently! Increase your impact further by using ‘power- language’. Former Apple” CEO Steve Jobs was a master of this. For him, no success was ever just ‘big’; it was ‘huge’ No product was ever just ‘attractive’; it was ‘gorgeous’. And, finally tell stories. In an experiment at Stanford University, only 5% of an audience were able to remember the statistics they'd been presented. But 63% could remember the stories! ‘While giving a serious talk on the global threat of malaria, ‘philanthropist Bill Gates released some mosquitoes into the auditorium, saying: ‘There's no reason why only poor people should have the experience!” Of course, the mosquitoes weren't infected, but his audience were tweeting about it for months afterwards! This is what presentation coach and author Nancy Duarte calls a S.T.A.R. moment ~ something they/ll always remember! 5 @ 2.17-2.24 Listen to eight short extracts from presentations. The presenters are following some ofthe advice in the article, Decide what each speaker is doing and match the descriptions (a-h) to the speakers (1-8). @ quotes come curprising statistics refers to a visual b refecsto previcas pence snceses [C] a draws a comparison with competing products Oo Oe Oo Oo 4 o tellea story anticipates a possible criticism uses ‘power-language’ makes the audience laugh Ooh 6 @ 2.17-2.24 Look at the listening script on pages 152-153 and listen again. Focus on the presenters’ tress, rhythm and intonation, and highlight any useful phrases and expressions you'd like to remember. 7 ® 2251isten to two entrepreneurs pitching a mobile phone app they have developed toa group of venture capitalists. Which one of a-h in 5 do they NOT do? 8 @ 22s N= A Be ¢ fen again and make a note of their N.A.B.C. 9 Now work witha parte to practise presenting product dea with impact Seepage 128 12 pact 75