G reported speech: sentences and questions So tiee V shopping, making nouns from verbs ee P the ietters ai aie oes eal Sell and tell Did they give her a refund? 1 GRAMMAR reported speech: sentences and questions a Lookat the home page of a new website. What do you think you can sell or buy there? yaad pay Nad Welcome! ae NEVER sles aprauaensinai LI KED IT this new website. Did you guess right? € Listen again and answer the questions PN h i vy 1 Why did Annabel Acton set it up? 2 What kind of things do people sell on it? £ > p.146 Grammar Bank 8A. Learn more about reported sentences and questions, and 4_ Now look at three things from the website and answer the practise them, questions with a partner. 3 What else do they do apart From selling things? g 35) Im. shopping ma Ine you were stopped ina 1 Would you like to buy any of them? Hast Saturday by a woman doing 2 Which break-up do you think was the worst? asurvey, Listen and write down the questions 3. Do you have anything you would like to sell on the website? she asked, Then write youranswers € Lookat four sentences from the website, What do you think were : Work in pairs. Take it in turns to tell your the actual words that the people used when they said these things? partner about the survey, what the woman asked you, and what you said. My fiancé told me that he was in love with another woman 2 She said that she'd come and pick it up, Last Saturday | was in shopping mall 3 Lasked if it was new and a woman who was doing a survey 4 asked her who had given it to hy stopped me. She asked me if |usually 1 ‘Pm in love with another woman.Wedding dress Real World Price: $1.20000 Break-up price: $500.00 Ine Froduct: Never worn, still has prive tags Selling matching veil and other extras The Story: “Te rocten bs Buy ioe supposed to take place, my fa ht wed and told me that he was in | Apple Macbook pro | ras Real Worki Price: $850 Break-up price: $250 ‘The Product Everythi works fine, A few ‘The Story: My esitlfriend left it here when she walked out. She said that she'd ccomie and pick sup, but she never did, Her new guy must have a lot of Tiffany heart necklace sold by Fhe Real World Price: $1,400.00 Break-up price: $650.00 ‘The Story: I got this truly lovely necklace a Christmas present from my boyfriend Andy. A year later \went fo a party at his office and I necklace. Tasked if it was new, and she it was a present, so L asked her who had given irto her. and she said Andy. F dumped him the next 2 VOCABULARY & SPEAKING shopping a In pairs, say if you think these are the same or different. Then check with your teacher. 1 buy something online and buy somerhing onthe internet achemist’s anda pharmacy an outlet store anda department store a shopping centre and a shopping mall ahibrary and a bookshop 6 purona shirt and try ona shirt 7 lefitsyouand It suits you. 8 asaleand the sales b_ With your partner, explain the meaning of the words in the list. abarpain adiscount aprice tag areceipt arefund take sth back © Work witha different partner Interview him / her with the questionnaire below. Ask for and give as many details as you can Shopping - in town or online? 1. What's your favourite shop or website to buy..? clothes shoes books and music presents food 2 Do youever shop..2 What do you buy? Oa instreet markets Ob insupermarkets Oc inshopping centres or malls Od online 3 What doyou..? Oa enjoy buying Ob hate buying 4 Doyou prefer shopping for clothes..? Oa byyourseif or with somebody Ob at the beginning of the season or in the sales 5. What do you think are the advantages and disadvantages of buying clothes online? im ENE3 READING a Inyour country, if people havea problem with something they've bought, or with the servic complain? If not, why not? ina shop or restaurant, do they usually 4. Now read Clive’ top tips. Complete the tips with 2 heading from the list DON'T BE TOO SPECIFIC DON'T LOSE YOUR TEMPER KNOW WHO YOU ARE WRITING TO b Read the article The King of Complainers. Which of these THREATEN ACTION adjectives (or any others) Would you use to describe Clive? Why? WRITE A LETTER USE FLATTERY ‘admirable clever crazy eccentric mean obsessive © Now look wt cle Miightightted verbs aud verb € What does Clive thinkis the best way to complain? What did he phrases. With a partner, try to work out get asa result of complaining about...? their meaning from the context 1 thesmellofbiscuits 3. his wife's fall during a holiday £ Which two tips do you think are the most 2 afriend’s faulty car 4 some old strawberries importane? The King of Complainers or angrily telling a shop assistant to call the manager, or making a waitress cry. He loves complaining properly and in writing. Over the Last twenty years he has written over 5,000 letters of complaint. His successes include refunded holidays, countless free meals, and ‘complimentary theatre tickets. Su how has te achieved this? ‘Surearniny and aaa 9 shouting is a complete waste of time and is sage usually directed at a person who is not ina position to do anything, he says. ‘Tike to write 2 polite letter to the company. People won't want to help you if you are aggressive, they respond much better to good manners. Itall started many years ago, on a boring train journey home to West London. The train passed by the McVitie's biscuit factory, and the smell of the biscuits made Clive feel hungry. He wrote a letter to the managing director to complain, in a humorous way, about the fumes coming through the carriage window. The result? Some free packets of biscuits. But since then there have been more serious victories as well. On one occasion he managed to get a Volkswagen Golf GTI within 24 hours for a friend who had been complaining for almost a year (without any success) about his faulty vehicle. On another occasion he gota travel agent to refund the cost of a holiday worth £2,000, after Clive’s wife Bettina broke her leg when she slipped in a puddle of water in their holiday apartment in Spain. These days, there is almost nothing he won't complain about. After Clive was served mouldy strawberries on a British Airways fight, he used a courier service to send the fruit to the airtine’s chief executive, To compensate, BA invited his daughters, Nina and Zo8, to Heathrow to personally inspect the airinels catering farts ‘T just can't bear bad service,’ says Clive. We have a right to good service, and should expect it and demand it. In fact, what iritates me more than anything is that, unlike Americans, we British are hopeless at complaining’ ‘So how do Bettina, his wife, and daughters Nina, 22, Zo8, 18, and 12-year- old son Joe cope with living with Britain's biggest complainer? Surely he must be ¢ nightmare to tive witti? Has he ever asked Bettina to explain why ‘a meal she made is badly cooked? ‘Oh no, of course not, says Clive. It seems there are some things even he knows you should never complain about! Cc: Zietman Loves camplaining — but not shouting in hatel labhies,How to complain & 4 PRONUNCIATION the letters ai successfully: > a Say the words aloud, then write them in the correct column, Clive's top tips aitine bargain certain complain emal fair obtain hairdresser mountan pad panting repair Never shout and swear it achieves nothing. Don't §p6il your meal or your holiday by getting into an argument with a waiter or customer services call ‘centre operator. Make a mental nate of the circumstances and write a letter later. a Don't send emails, or standard, printed- b 361) Listen and check, and then answer the questions Bee aban staat erates, 1 What s the pronunciation of a when it is) stressed b) unstressed? may not read these but they probably 5 ie eee - © Rertesialttavand untessvou are 2. How is air usually pronounced? particularly fond of Vivaldi, don't 3 Issaid pronounced ‘seul! or edi? ringing a customer ‘ : erent ire Garter shld be € @37)) Listen and write fonr sentences, Practise saying them. short and to the point and should fit con one side of Ad paper. And type it Reading other people's handwriting is 5 VOCABULARY making nouns from verbs hard work. =a a_Look at some nouns from the article. What verbs do they come from? bee Ree Geconnannahatia complaint argument compensation director or finance director, as they're BISESbiy the leeet busy, lf thelr name b> p.163 Vocabulary Bank Word building Do Part 1 on the internet, or by phoning. Writing Dear Sir/ Madam is lazy. Taking the time to find a person's name and title 6 LISTENING & SPEAKING ‘shows initiative. . a @40)) Listen to part of a radio consumer programme where a people are talking about bad service, What did the people If your complaint is serious enough, complain about...? ‘you will not hesitate to | inthe Pichon 3 Surbee PRC Far ear meni peck inthetaxi 2 imthehotel 3 inthe restaurant company. Smart companies know that b Listen again and answer the questions. changing an angry customer into a Eocretoneait make the custorver 1 Who did each person complain to? more loyal. 2 Whatdid the people chey complained to do asa result? 5 € Talk toa partner Don't say exactly what you expect to Ieee ct coensation. Leave tease 1. Who's best at complaining in your family? Give examples. 2 Can you remember a time when you (or someone in your family) ‘company. complainad..2 a s + toataxicriver + toahotel receptionist Use phrases like ‘I can only imagine pea viestet: = tosomeone else this is an unusual departure from your Why did you complain? What did you say? What happened? usual high standards,’ and ‘Twould {ove to shop with you again if you can 4 > Communication / want to speak to the manager p.107 demonstrate to me that you are still as. BecaiinGn pa used ibe! Bp.111. Role-play a customer complaining to shop assistant and a restaurant manager, ‘clossary ] lose your temper bec angry Sreateniet sinshaacmspiskhsbivis 7 WRITING flattery noun wsying yoo sings surah eats | > p.119 Writing A letter of complaint. Write « letter to complain about something you bought online. sm BYEZG gerunds and infinitives V work P word stress What’s the right job for you? Do you tke your job? Yes.!'man accountant enjoy working with numbers, Look at the picture story. Match sentences A-I with pictures 1-9. As [_] she decided to set up an online business selling birthday cakes. B [_ ]Herbusiness is doing very well. Cares @ success! (| She was unemployed, and had to loak fora job. D._| They had an argument, and Clare was sacked E (1 Clave worked for a marketing company, F She applied fora cto obs, and sentin CVs G (She had a good salary, but she cdr like her boss. H "| She had some interviews, but didn’t get the jobs. 1 She had to work very hard and do ov 4/41)) Listen and check. Then cover the sentences and look at the pictures, Tell the story from memory > p.164 Vocabulary Bank Work PRONUNCIATION & SPEAKING word stress Underline the stressed syllable in each word. Use the phonetics to help you. 2 alpply 2 sellalry seit 3 reldunidant seratsndon 4 ex|pelrilence ik sprvians 5 overtime ‘suvaton 6 per|ma|nent.ya:manon 7 qualifficaltions nafs 8 relsign 8 retire eta 10 temiporalty “emprari 4)45)) Listen and check, Practise saying the words, Do you know anybody who... ~ is applying for a job? What kind of job? ~ is doing a temporary job? What? ~ has. part-time job? What hours does he ~ is self-employed? What does he | she do? has been promoted recently? What to? ~ was sacked from his / her job, or was made redundant? Why? ~ has just retired? How old is he | she? ‘Think of someone you know who has job. Prepare your answers to the questions below. + What /do? + Where /work (nan affice, athome, etc)? + What qualifications /have? = What hours / work? + /have ta do overtime? + /get a good salary? + /like the job? Why {not}? @ += Would you like to do his /her job? why (nat)? Workin pairs. A interview B about their person’s job. Ask more questions if you can, Then swap. Imgoingto tall you about my) / what does cousin. Her name's Corinne, _) \ she do? ‘She's a journalist. She works \) iuetosnentepe”)3 GRAMMAR gerunds and infinitives a Complete The right job for you questionnaire by putting the verbs in the correct form, the gerund (c.g. working) or t0 + infinitive (e.g. to work). b Read the questionnaire and tick (7) only the sentences that you strongly agree with, Discuss your answers with another student € Now see in which group(s) you have most ticks, and go to > Communication The right job for you p.107, Do you agree with the results? d_ Look at the sentences in the questionnaire, Complete the rules with the gerund or to + infinitive. 1 After some verbs, njoy, don’t mind use 2 After some verbs, e.g, would like use 3 After adjectives use 4 After prepositions use 5. Asthe subject ofa phrase or sentence use, © > p.147 Grammar Bank 8B. Learn more about gerunds and infinitives, and practise them, f Choose five of the circles below and write something in them. fate dae g Work in groups. Tell the others about what you put in your circles, and answer their questions im going to tell you about someone /find really to talk to. t's m 1 Id like to work as part of a team. people with their problems, a very large salary. quick decisions, risks doesn’t worry me. 8 I'm not afraid of ___large amounts 10 | always try 21 It's important for me complex calculations is not difficult for me. logical problems. 15 Ifind it easy space and distance. The right job for you — MATCH YOUR PERSONALITY TO THE JOB work help not earn listen make take work manage express follow be improvise do solve understand calculate4 READING a Read the first para, ofan article about the TV progeamme Dragons’ Den. Answers the questions. 1 Who are the ‘Dragons’? 2 Whatis their ‘Den’? 3. How does the programme work? 4 Isthere a similar TV programme in your country? How does it work? Peter Jones and Duncan Bannatyne OW Since it started, Deborah Meaden ragons’ Dens aUKTV series, wth sar EO ree aire estore hove eS Fin contestants ores young brocucr digas er slwlttnew des or Dien sy i thoyatebrepurer i ines orto Ethcy eee b_Lookat the photos and read about three products that were presented on the show, a sauce (A), coffee tables (B), and suitcases for children (C), Which product...? 1 hasbeen very suevessfl although the Dragons didn't invest init 2. was presented by a musician 3 became successful very quickly 4 has two different functions 5. combines history with practicality 6 is sold outside the UK Ss: the Dragons have agreed to invest in 110 businesses. They were very p investment in Levi Roots, the Rastafarian singer whe had the idea for Reggae Reggae Sauce. He came 10 the Den with a guitar, a couple of bottles of sauce he had made in else. But n opportunity hs later the permarket levi is now running an impressive ang profitable company red the Dragons to invest in his They have a wooden base, which like I4th-century castles, anda glass top. N enthusiastic, and the Drs isidea. But he is maki 2 of Wi dy was hasn't given up. Now ew table, this time he thinks might be popular with ists. And that is what makes a real entrepreneur ~ they never give up. If the Dragons invest in them, a good chance they will. BESUCESSfUL But if they leave the Den err nd of course the Dragons don't Lways get it right. Inventor R Law's product, a suitcase for children which they can also ride on, wi ‘ejected as WORTHLESS”, One Dragon thought it was not strong enough, and another Dragon, whe runs a holiday ‘company. said she didn’t think there was a market for the product. A third Dragon simply said ‘I meet people like youll the time. You think you have something, but you don't’ However, today Trunki cases are best-sellers, ‘pid are sold in 22 different countries.© Which (if any) of the three products would you be 6 SPEAKING interested j definitely not interested in buying? Why? a Work with a partner. Imagine you are going to appear 4 Look at the highlighted words and phrases which are on the programme. You can choose one of the products all related to business. Try to work out their meaning v below, or you can invent your own. from the context. Words with different meanings adessert Sometimes the same word can have two completely different meanings, e.g. work ina shop. it's my ob) | and My laptop doesn’t work. = it's broken) Re eas co eer ca = Carinae sandwic a ala fe With a partner, say what the difference in meaning is between the pairs of sentences. 1 He's running a business. wind He's running a marath 2. Marion was fired last week. anal When the man fired the gun, everyone screamed There’s a market for this product. and There's a market where you can buy vegetables. 4 He's setup a company. and ery good company 5 LISTENING a (4/49)) Look at the photos of two more products which what Mini ts, were presented on Dragons’ Den, Now listen and find Mpahibege hd F our exactly what makes them special Ee Peg ae b_ Present your product to the class together. Spend a few ation. Take turns to minutes preparing your presi give the information, and use language from the box to help you PD Presenting product Good morning, We're going to tell you about ournew product. Its a...andit's called. We think it will be very popular with Itis completely different from / better than anything else b_ Listen again. Do you think the Dragons invested in...? on the market because. Why? aie a bothofthem © Youalso have money to invest in one of the products bb bicher ofthat your classmates present, so listen to their presentations cence Guia and decide which one to vote for. ‘4 50) Now listen to what happened. Were you right? What influenced the Dragons’ choice? 7 WRITING d_ Doyou think either of these products would be > p.120 Writing A successful in your country? Wh vering email with your CV. Write an accompanying email to send with your CV to apply 8 51) SONG Piano Man. Am EE