CAMBRIDGE Listening & Speaking with answers Miles CravenREA: Listening & Speaking 4 with answers Miles Craven Be) CAMBRIDGE ij UNIVERSITY PRESS‘CAMBRIDGE UNIVERSITY PRESS Cambridge, New York, Melbourne, Madrid, Cape Town, Singapore, So Paulo, Delhi Cambridge University Press The Edinburgh Building, Cambridge CB2 6RU, UK vwewnicambridge.org Information on thistle: wwwucambridge.org/9780521705905 © Cambridge University Press 2008 This publication isin copyright, Subject to statutory exception and to the provisions of relevant collective licensing agreements, 1o reproduction of any part may take place without the written permission of Cambridge University Press. First published 2008 Printed in the United Kingdom at the University Press, Cambridge A catalogue record for this publication is available from the British Library ISBN-13. 978-0-521-70590-5 ‘Cambridge University Press has no responsibilty for the persistence or ‘accuracy of uRis for extemal or third-party intemet websites referred to in this publication, and does not guarantee that any content on such websites is, ‘or will main, accurate or appropriate.Contents Map of the hook 4 Acknowledgements 6 Introduction 7 (Uit4 How's it going? 10 (Umh2 rm looking for a camera 4 (Uml{S — Ineed to see a doctor 18 (init What's the problem? 2 Umit What a lot of red tape! 26 UmitG What a great view! 30 Review 34 Unit? rd appreciate it 36 Unit8 This is your office 40 Unit ritsortit out 4a Umit10 cant call you back? 48 Umiit41 shall we move on? 52 Umlit42 ra tike to begin by ... 56 Umit13 Let's take a closer look 60 Umiit44 can you expand on that? 64 Umit15 111 help me get a good job 68 Umit16 1 work well under pressure R Review2 76 Appendices Appendix Useful language 78 ANppendliz2 Pronunciation features 83 ‘Speaking strategies 84 Appendiix4 Presentation skills 85 Audioscript 86 Answer key 99BoE Bact o| 3 F=f ca I a cI A is Unit number Title 4 «How's it going? 2 Tmlooking fora camera 3 I need to see a doctor 4 «What's the problem? 5 What alot of red tape! 6 Whata great view! 7 ~~ Ydappreciate it 8 This is your office Topic Socializing shopping Healthcare Living away from home Bureaucracy Sightseeing Requesting senices Organizations and people How to... start up a conversation and make small talk develop and maintain a conversation understand when someone is being ironic use intonation to indicate emotions eoee ask about products in detail ‘© negotiate and get a good deal ‘© felum an item to a shop and give an explanation ‘© enquire about and register for health services ‘© understand a doctor's diagnosis {© use stress to correct any important misunderstandings © describe everyday problems and speculate about causes and consequences © give advice and make strong recarimendations «© explain the consequences of particular actions ‘© ask about official procedures understand official processes «© be concise and to the point when answering questions show visitors around your home town talk about places of interest ask about attractions in a city make strong recommendations e@a00 understand detailed requirements make polite requests and explain what you want interupt politely and ask for help specify requirements and justify your reasons understand and explain company structures understand roles and responsibilities talk about your ole and responsibilities describe personal quaities and strengthseect Unit number Title 9 Tsort it out 40 Cant call you back? 441 Shall we move on? 42 Vdlike to begin by... 13 Let’s take a closer look 14 Can youexpand on that? 15 l'lhelp me geta good job 46 {work well under pressure ‘Topic Problems at work ‘On the phone Meetings Attending lectures and talks. Giving lectures and. ‘aks Participating in a seminar Study management Interviews Map of the book How to... © handle customer complaints © confirm and check important information © put forward solutions © make and take calls successfully © take and leave messages © overcome phone-elated cifculies © identify ther people's opinions © participate successfully ina meeting © lead a meeting effectively as chair © express your opinions diplomatically © take notes effectively ‘© summarize what you've heard © ask detailed questions for further information @ understand detailed information © describe information in charts and graphs © ink ideas effectively using signpost words © follow the development of a discussion ‘© express your opinions and disagree politely © ask for more detail © participate effectively in a seminar © talk about your study plans in detail © ask for opinions and recommendations © understand detailed course requirements © understand library senvices and procedures © describe yourself and your strengths © sound confident and make a good impression © deal with dificult questions‘The author would lke to thank all the Cambridge University Press team involved in the development of Real Listening & Speaking 4 for their commitment, enthusiasm and ‘outstanding support; especially Notrin Burke, Roslyn Henderson, Caroline Thiriau, Linda Matthews and Martine Walsh, Very special thanks also to Sheila Dignen and Claire Thacker for their excellent editing, and to Bell international for the use of their wonderful facts. Finally, | would lke to thank Jessica for her love, patience and support, which make all things possible. The author and publishers are grateful to the following reviewers for their valuable insights and suggestions: Kathryn Alevizos, UK Steve Banfield, UK Barbara Gardner, UK Nigel Daly, Taiwan Rosie Ganne, UK Hebe Gomez, Spain Peter Gray, Japan Jessie Mackay, Spain Dr Zbigniew Mozejko, Poland Paul Seligson, UK Raymond Sheehan, UAE Rui da Silva, Korea Wayne Trotman, Turkey The authors and publishers acknowledge the following sources of copyright material and are grateful for the permissions granted. While every effort has been made, it has not always been possible to identify the sources of all the material used, or to trace all copyright holders. if any ‘omissions are brought to our notice, we will be happy to include the appropriate acknowledgements on reprinting. 1p. 13: graphs and figures on tourism with permission from the Ministry of Tourism (New Zealand). The authors and publishers would like to thank the following for permission to reproduce photographs: Key: |= lef, c= centre, r= right, t= top, b = bottom ‘Alamyy/@UK Retall Alan King for p. 16 (0, /@Eric Nathan for p. 32, /OINSADCO Photography for p. 44, /@Neil Grant for . 70; BP plc for p. 40 (1); Getty Images for p. 40 (3); ©Google Inc, 2007. Reprinted with permission for p. 40 (5); Masterfile/©Jon Feingersh for p. 11, /©Mike Randolph for p. 30 (b), /@WirelmageStock for p. 52, /@Min Roman for p. 75; Photolibrary/@lmagestate Ltd for p. 14 (b); Punchstock/@Creatas for p. 10, /@Stockbyte for p. 41, /@image100 for p. 48 (1), /@Digital Vision for p. 48 (9), /oPolka Dot Images for p. 64, /©Digital Vision for p68 (D, /@lmage Source for p. 68 (1), /@Stockbyte for p. 72; Rex for p. 40 (6); Sony Lid for p. 40 (2);The Maller Centre, Cambridge for p. 36 (all); Toyota Motor Manufacturing Ltd for p. 40 (4); Wal-Mart Stores Inc. for p. 40 (7). Many thanks also to The Maller Centre, residential ‘management and conference centre in Cambridge for the use of the photos on page 36 and inspiration for Unit 7 Illustrations: Kathy Baxendale pp. 22, 37, 39, 60, 61; Mark Duffin pp. 14, 17b, 23, 26, 30, 33, 38, 45; Katie Mac pp. 18, 46, 66; Laura Martinez pp. 17t, 25, 28, 42, 59; Julian Mosedale pp. 12, 54; lan West pp. 21, 51, 72 Text design and page make-up: Kamae Design, Oxford Cover design: Kamae Design, Oxford Cover photo: © Getty Images Picture research: Hilary LuckcockWho is Real Listening & Speaking 4 for? You can use this book if you are a student at advanced level and you want to improve your English listening and speaking. You can use the book alone without a teacher or you can use itina classroom with a teacher. How will Real Listening & Speaking 4 help me with my listening and speaking? Real Listening & Speaking 4 contains practical tasks to help you in everyday listening and speaking situations, eg. at the shops, sightseeing or traveling away from home. tt also gives practice in a range of work and study situations. itis designed to help you with listening and speaking tasks you will need to cdo when communicating in English, at home or abroad. ‘The exercises in each unit help you to develop useful skills such as listening for context, listening for specific information and listening for the main idea. itis designed to help you vith listening and speaking you will need to do when communicating in English at home or when visiting another county. How is Real Listening & Speaking 4 organized? The book has 16 units and is divided into two main sections: © Units 1-6 ~ social and travel situations © Units 716 — work and study situations Every unit has: © Get ready to listen and speak: introduces you to the topic of the unit Learning tp: helps you improve your learning ‘Class bonus: gives an exercise you can do with other students or fiends © Speaking strategy: explains a useful strategy © Speak up: practises the strategy ° ° xtra practice: gives an extra exercise for more practice ‘Can-do checklist: helps you think about what you leamt in the unit Most units also have: © Focus on: helps you study useful grammar or vocabulary © Did you know?: gives extra information about vocabulary, different cultures or the topic ofthe unit © Sound smart: helps you with pronunciation [After each main section there is a review unit. The reviews help you practise the skills you learn in each section. [At the back of the book you can find: © Appendices: contain lists of Useful language for every unit and more ideas about how to improve your listening and speaking (©. Aucioscript: includes everything that you can hear on the audio CDs and gives information about the nationalities of the speakers © Answer key; gives corect answers and possible ansiners for exercises that have more than one answer How can | use Real Listening & Speaking 4? The book is in two sections: Social and Travel, and Work and ‘Study. The urits atthe end of the book are more dificult than the units at the beginning of the book. However, you do not need to do the units in order, It's better to choose the units that are most interesting for you and to do them in the order you prefer ‘There are many different ways you can use this book. We suggest you work in this way: © Look n the Contents list and find a unit that interests you. © Go to Appendix 1 and look at the Useful language for the unit you want to do. You can use a dictionary to help you Understand the wards and expressions. © Do the Get ready to listen and speak section atthe start ot the unit. This wl introduce you to the topic ofthe unit. © Do the other exercises in the unit. At the end of each exercise, check your answers in the Answer key. © If your answers are wrong, study the section again to see where you made mistakes. © Ty to do the listening exercises without looking at the audioscript. You can read the audioscrpt after you finish ‘the exercises. Some exercises ask you to respond to what ‘you hear. You can pause the CD to give you time to say ‘your answer. © If you want to do more work inthis unit, do the Extra practice activity. © Atthe end of the unit, about what you leamt and complete the Can-do cheaklise © Go to Appendix 1 and look at the Useful language for the unit again,What is Cambridge English Skills? Real Listening & Speaking 4 is one of 12 books in the Cambridge English Skis series. The series offers sils traning to students from elementary to advanced level, and also contains Real Reading and Real Writing books. All the books are available in with- answers and withoutanswers editions. Level Book Author Real Reading 1 with answers Liz Discoll Real Reading 1 without answers Liz Disco a Real Witing 1 with answers and aucio CD Graham Palmer reece ay | Real ting 1 without answers Graham Palmer Real Listering & Speaking 1 with answers and audio CDs (2) | Miles Craven Real Listing & Speaking 1 without answers wiles Craven Real Reading 2 with answers Lie Driscoll Real Reading 2 without answers Liz Driscoll Pre-intermediate Ce: BI Cambridge ESOL: PET NQF Skills for life: Entry 3 Real Writing 2 with answers and audio CD Graham Palmer Real Writing 2 without answers Graham Palmer Real Listening & Speaking 2 with answers and audio CDs (2) Sally Logan & Craig Thaine Real Listening & Speaking 2 without answers Sally Logan & Craig Thaine NGF Skills for life: Level 2 TO ee ete) Real Listening & Speaking 4 without answers Real Reading 3 with answers Liz Discoll riemedate wo upper | Real Reating 3 wihout answers Liz Driscoll intermediate Real Wing 3 with answers and audio CD Roger Gower Cog ali ol RelineTAlaEaes = NOG SINS Me: Lore lal asi epeelaig a wit anewaband ago cDe el WMS Cae Real Listening & Speaking 3 without ensivers Miles Craven Real Reading 4 with answers Liz Driscoll Real Reading 4 without answers Lie Driscoll oe Real Writing 4 with answers and audio CD. ‘Simon Haines Cambridge ESOL: CAE | Real whiting 4 without answers simon Haines Miles GravenWhere are the teacher's notes? The series is accompanied by a dedicated website containing detailed teaching notes and extension ideas for every unit of every book, Please visit umw.cambridge.org/englishskills to access the Cambridge English Skills teacher's notes. What are the main Speaking 4? © Tohelp students develop listening and speaking sil in accordance with the ALTE (Assocition of Language Testers in Europe) Can-do statements. These statements describe hat language users can typically do at different levels and in different contexts, Vist wwwwalteorg for further information. © To encourage autonomous leaming by focusing on learner training s of Real Listening & What are the key features of Real Listening & Speaking 4? © Itisaimed at advanced leamers of English at level C1 of the Council of Europe’s CEFR (Common European Framework of Reference for Languages) © It contains 16 four-page units, divided into two sections: Social and Travel and Work and Study © Listening & Speaking 4 units contain: + Get ready to listen and speak warm-up tasks to get students thinking about the topic * Learning tips which give students advice on how to improve their listening and their speaking * Sound smart activities which focus on pronunciation * Focus on activities which provide contextualized practice, in particular language or vocabulary areas * Class bonus communication activities for paiwork and ‘group work so you can adapt the material to sult your asses » Did you know? boxes which provide notes on cultural or linguistic differences between English-speaking countries, or factual information on the topic of the unit Batra practice extension tasks which provide more real- ‘wartd listening and speaking practice ~ Can-do checklist in every unit to encourage students to think about what they have leat © There are two review units to practise skill that have been introduced in the unis © thas an intemational feel and contains a range of native and non-native English accents. © Itcan be used as selfstudy material, in dass, or as supplementary homework material. © Itcovers a wide range of highly practical activities that give students the skills they need to communicate effectively in everyday situations, Introduction What is the best way to use Real Listening & Speaking 4 in the classroom? ‘The book is designed so that there is no set way to work through the units, The units may be used in any order, although the more difficult units naturally appear near the end of the book, in the Work and Study section. You can consult the unit-by-unit teacher's notes at wwen.cambridge.org/englishskill for detailed teaching ideas. However, as a general guide, different sections of the book can be approached in the following ways: © Useful language: You can use the Useful language lists in the Appendices to preteach or revise the vocabulary from the unit you are working on. © Get ready to listen and speak: itis a good idea to use this section as an introduction to the topic. Students can work on these exercises in pairs or groups. Some exercises require students to answer questions about their personal experience, These questions can be used as prompts for discussion. Some exercises contain a problem-solving element that students can work on together. Other exercises aim to clarify key vocabulary in the unit. You can present these vocabulary items directly to students ‘© Learning tips: Focus on these and draw attention to them in an open cass situation. An alternative approach is for you to create a series of discussion questions associated vith the Learning tip. Students can discuss their ideas in pairs or small groups followed by open dass feedback. ‘The Leaming tip acts as a reflective leaming tool to help promote leamer autonomy. © Class bonuses: The material in these activities aims to provide freer practice. You can set these up carefully, then take the rate of observer during the activity so that students cary out the task freely You can make yourself available to help students or to analyze the language they produce during the activity. ©. Extra practice: These tasks can be set as homework or ut-of-class projects for your students, Alternatively, students can do some tasks in pairs during class time. © Condo checklists: Refer to these at the beginning of a lesson to explain to students what the lesson will cover, and again at the end so that students cen evaluate their learning for themselves © Appendices: You may find it useful to refer your students to these, © Audioscripts: occasionally non-native speaker spoken errors are included in the audio material. They are labelled Did you notice? in the audioscript and can be used in the dassroom to focus on common errors.How’s it going? listen and speak © Do you ‘Yes Sometimes No like going to parties? = fF 8 enjoy meeting new people? 1 lee _lee_| prefer to socialize only with people you know? Ce | hate making small talk with strangers? ee _| switch off if you ate not interested in the conversation? [J [] (] prefer to listen to others than give your opinion? el ee | © What do you think your answers say about your character? Pe te ec 1 €¥2) Listen and complete these expressions you can use to start a conversa a What... did yod. getup... to at the weekend? b How's 2 © Did you. last night? d tts s hasnt it? © So, how ? f Wow! 2 €43) Listen and match each response (1-6) with a conversation starter (a-f) in Exercise 1. 1 2 3 4 5 6 B 1 €§2 Kerri, from Ireland, is at a party in a friend's home. Listen to two conversations (A and B) she has with people she meets. cla)the correct answer. Who a. talks about himself? iy Nick b responds to information? Tim / Nick c doesr'task questions? Tim / Nick d. shows interest? Tim / Nick € asks lois of questions? Tim / Nick 2 €%® Which conversation is more successful? Why? Listen again and note your ideas. 10 @ Social and Travel Learning tip ‘To got on well in conversation it's important ta be a good listener Listen carefully and respond to what you hear, showing interest and asking questions for more information. This will help keep ‘the conversation goingHow's it going? {\)))//i4 C Speaking - Keeping a conversation going (1) Speaking strategy: Asking follow-up questions 1 Look at this extract from Kerri’s conversation with Nick. Underline the follow-up questions that Nick asks Kerri about her work. 4 Kerri: We work in the same department. Nick: Oh, | see. How long have you worked there? Kerri: Nearly a year. Nick: Great. Ae you enjoying it? b I work in Manchester. . Tigumcyest q i ie Speak up! 2 Imagine you are speaking to someone at a party. Write one follow-up question for each of these statements. a. Ielived here for five years now. Where. did. you. tine. refers... €£2 Now listen to eight statements (a-h). For each statement, respond by asking a follow-up question. ‘Example You Wear: a. | have two children. You say: Oh really? What are their vames? D Speaking - Keeping a conversation going (2) Speaking strategy: Using question tags 1 Look at two more extracts from Kerri and Nick's conversation. How does Nick encourage Kerri to respond? a Nick: Great panty, isntit? Kerri: Yeah, its really good. bb Kerri: Have you ever been to Dublin? Nick: No, but ve always wanted to go. I's not expensive, is it? Notice that using a question tag turns a statement into a question and invites the listener to reply. 2. €¥8) Now listen to each extract. Does Nick’s voice go up or down at the end of each question tag? a b 3 In which question ... 1 does Nick ask for clarification: Speak up! 4 Imagine you are speaking to someone at a party. Use the ideas below to make questions using question tags. Make your voice go down at the end, asking for agreement. eee gene Example: a John's a vice quy, isn’t he? John / nice guy music / great cold / yesterday you / two children they / not from here your birthday / last week 5 Now use the ideas below to make more questions using question tags. This time, make your voice go up at the end, asking for clarification. aimee Tete Bee Example: a. You don't live in Lond, do you? you / not live in London he / not find a job yet Julia / not pass driving test / last week you / not shopping / next weekend they / eat meat f you / not watch the match / lastnight 1"(Uniti How's it going? E Speaking - Keeping a conversation going (3) Speaking strategy: Reply questions 1 Look at another extract from Kerri’s conversation with Nick. Notice how Nick shows interest by asking a short question Do you? This is called a reply question. Keri: I come from Dublin originally. Nick: Do you? That's great. They say it's a relly fun city Speak up! 2 Complete each conversation with a reply question. aA: | bought a new car last month. B: ___Did you 7 What model did you go for? b A: I don't like classical music at all Bi Hove it © A: I've got terrible backache, B: 20h dear, 3 © Listen and check. Then play the recording again and take the role of B. Try to speak at the same time. 4. € #3) Now listen to eight more statements and respond to each one with a reply question. Try to add a follow-up question too, if you can. Example: You hear: a W's my birthday today You say: Is it? Congratulations. What are you aging to do to celebrate? F Listening - Understanding irony 1 €43) Listen and complete conversations a and b. a Emma: Ohno. I's ! Tony: Great. | was going to this aftemoon, b Julie: It said on the news that ate going to fall Frank: Really? That's great. ve just bought a. 2 Look at each conversation again and tick ¥ your answers. 2 How do Tony and Frank both feel? pleased (] relieved ] disappointed [] excited b When they say Great / That's great, what do they mean? “How wonderful!’ [] ‘Oh no. That's teriblet” [] ‘tm not interested? [] 12 @ Social and Travel Focus on — question tags 1 Make each statement 2 question by adding a question tag You haven't ved here tong, You like your job, Michael isa nice guy, have you? a b 2 c as Tina isn’t coming for dinner tonight, @ I've seen you somewhere before, f They come from Germany, You won't be late, : fh We met at Julie's party last month, . ‘Say each question twice. First, make your voice go up, asking for laficaton. Then make your voice go down, asking for agreement, Did you know ...? Conversations last Jonger when people smile and keep good eye contact. Imagine you are at a patty. Stand up, mingle with your classmates and start conversations together. Ty to keep each conversation going as long 2s you can by asking follow-up questions, using question tags and reply questions. Use your body language to show interest and to relate to the people you are speaking to. 3 Now listen to three more conversations and match each conversation (a-c) to one of the pictures (1-3) below.4. #40 Listen again and match each expression you hear with a conversation. What a pity! Conversation 2 That's marvellous! Conversation b How exciting! Conversation ¢ 5 #62 Listen again. What does each speaker really mean? a I'm pleased about that. How boring! © Whata disaster! What a pity! 4... That's marvellous! How exciting! __. Focus on ... exclamations Complete each exclamation ‘with How ..., What... or What a ... tat. a tenible thing to say! awfull pity! ._ fantastic news! great idea! . appaling weather! amazing! mess! .. unusual! ..telief! How's it going? (\/j)//)4 ‘Sound smart Indicating emotion 1 899 The nay you say something can change its meaning, Listen to these examples an 2 Guess what? Ive passed all my exams. Thats great te There's nothing to do and nothing on TV either. That's great. In the fist example the speaker has a high tone and emphasizes great to show enthusiasm. in the second exemple, the flat tone and lack of intonation (on great indicates boredom 9 Listen to the examples again and repeat each response. €2 Now listen to each expression below spoken in a different way. Tick V what emotion the speaker is tying to convey in each case, enthusiastic bored That's really interesting. That's realy interesting. How marvellous. How marvellous. That's exciting. That's exciting, ‘What a good idea. What a good idea €49 Listen and check. Then listen again and repeat each sentence using the same intonation. meeting, Use the question techniques and communicate with the People you meet there, THAI Can-do checklist Tick what you can do. | can start up @ conversation and make sinall tak | can keep @ conversation going using a range of question techniques: | can understand when someone is being ironic. | can Use intonation to indicate emotions such as enthusiasm. a can do Need more practice 13I'm looking for a camera FEES tisten ana spent © Match each item (@-I) with a picture (1-12). DVD recorder MP4 Player _ plasma TV desktop PC . laptop/notebook computer... smart phone _.._. USB memory stick ___ digital camcorder... 8 SatNav system shredder © Tick V the iterns you own, a) A 1. €933 Listen to five short conversations in an 2¢ en again. Make a list of the words electrical shop. For each conversation, decide which and expressions that help identify each item. item (a-l) above the people are talking about. 2 maps, plan your route, touch screen. a SetNay system canes z b c “ es . ae “i fe EU cal e el E e B 1. €2 Paola is an Italian teacher working in London. She's thinking of buying a smart phone. Listen to her talk to an assistant and complete the expressions she uses below. a I'm... looking for... a smart phone btm... nse this ONE. c Can wireless intemet is? d Soy. = ‘hotspot’ mean? e Could you that? f fd. ‘mote about that, please. B eeennnemnnnnne the battery lite ? 14 — @ Social and Travel2 Match each expression from Exercise 1 (a-g) with a function (1-3). 1. Asking for an explanation oe 2. Asking for information 3. Saying what product you want 3 €459 Look at these things you can do with a smart phone. Listen again and number each one in the order it is mentioned (1-10). organize appointments take notes and write documents [] store addresses and contacts [] surf the internet L] read and send email [1] listen to music [] take photos and videos [7] watch TV C] download video games [] transfer files to your computer [] 4 © Answer these questions, then listen once more and check. 4 Whatis the advantage of wireless internet? _ b What is a ‘hotspot? I'm looking for a camera ())));//2 Learning tip ‘Whenever possible, try to prepare for a conversation. Think in advance about ‘what you want to say, and how you can say it in English, Did you know ...? WEEE means Waste Electrical and Electronic Equipment. Every year, ‘millions of tonnes of old and unwanted electronic goods are thrown away. ‘This creates a huge environmental problem. Governments, manufacturers and individuals around the world are trying to collect, reuse and recycle these unwanted electronic goods. ‘Sound smart ‘The schwa /2/ ‘the schwa is the weak vowel sound in some syllables that is pronounced /a/. It is very common in spoken English. 1 429 Listen to these words, Notice the schwa, connect pictue computer €569 Now listen to these words. Underline the schwa in each word, t may appear more than once camera popular address. appointment feature €) Listen to this sentence. Notice the schwa. | often use my phone to surf the Internet. (€68 Now listen to these sentences. Underline the schwas. a Can! take a closer look? b Here's a picture of me and my friend. The assistant said there's a sale on today (€978219) Listen again and repeat the words and sentences. Try to pronounce the schwa sound each time. C Speaking - Finding out about a product Speaking strategy: Asking how to use something 1. Look at this extract from the end of Paola’s conversation. Notice the expression in bold that she uses to ask how to use the smart phone. Paola: — What happens if I press this button here? Assistant: Er, nothing. You've got to turn it on first! 2 Here are some other expressions you can use to ask how something works. What does that (button) do? What is this (button) for? Speak up! 3 €§9 Imagine you want to buy a smart phone. Use the words below to make sentences. Listen and respond to the assistant. Example You hear: Can | help you? You say: Yes, please. I'm locking for a smart phone. look for / smart phone have / a closer look? ¢ happens / press this button? d keypad / for? € blue button / do? 16(Up) I'm looking for a camera D Listening - Making a purchase 1. €@9 James is buying a DVD recorder. Listen and tick / which extra services the assistant mentions. Special payment terms [J ‘An accessory at a reduced price [_] ‘An extended warranty [_] Delivery [] Aftersales technical support [] _ Installation and demonstration [] 2 #9 Listen again and write the cost of each additional service the assistant offers. 3 €9 Listen once more. Which service does James decide to buy? What does he not have to pay for? E Speaking - Getting a good deal Speaking strategy: Negotiating 1 Look at this extract from the conversation in the electrical shop. Underline the words James uses to bargain with the assistant. James: If you give me free delivery, then I'll take the extended warranty option. Hows that? Assistant: Hmm, OK. | think we can work something out here. Speak up! 2 Imagine you are a customer and want to bargain with the shop assistant. Use If... then to negotiate these terms. Example: a. free delivery / extended. warranty You say: If you give me free delivery, then I'L take the extended, warranty, 2 free delivery / extended warranty b 10% off / special payment terms © free instalation and demonstration / extended warranty d free delivery / after-sales technical support © a discount / buy two give me an extra battery / buy the leather case (GieBthe conect preposition in each sentence. ‘Are these printers ()/ at the sale? There's 25% down / off everything in the shop today. Have you got any special offers on / in at the moment? There's a sale with / on all plasma TVs this month. I'm som. That item is not in / for sae. ‘Nl our computers are in / on the sale this week We've had a bad month. Our sales are down / under by 10%.F Listening - Returning an item to a shop 1 €#21 Listen to four people each take an item back to a shop. Match each person with the item they are returning. an alkin-one printer. a computer game a mobile phone an MP4 player. 2 29 Listen again and complete the reasons for returning each item. Jane She never. listens. to. music, Henti He has Pete tts faulty, The... Karen It. cant... G Speaking ~ Returning items Speaking strategy: Describing a problem 1 Here are some expressions you can use to describe a problem. The thing is The problem is I don't understand why The problem seems to be ... 2 (2) Listen again to Jane, Henri, Pete and Karen. Tick / the expressions you hear. E trapractice Imagine you are telling a friend about an electronic item ‘you own. Say where you bought i, when, what features it has and if you have had any problems with it. “gets stuck and the vile on the Intemet, and sometimes wl I'm looking for a camera ((/) 2 Speak up! 3 Imagine you are a customer returning an item toa shop. Look at the information below and explain the problem to the shop assistant. Example: You say: | bought tris radio last month but the problem is the volume doesn't work properly. a = bought last month / ata b x bought last week Breer é © e@ present / Tatemte-masic d present / already have it (Se bovett lest weekend / ermate-contct IH Can-do checklist Tick what you can do. Jean ask about a range of products in detail | can negotiate with a shop assistant to get a good deal. J can return an item and give an explanation where necessary. cman a | Can do Need more practice 7I need to see a doctor EE legen SS ae a rial ee 3 have stomach cramps, feel nauseous, h have diarthoee pe eieg 4 feel lethargic, lacking in energy, 5 have watery eyes, sneeze a lot feel 6 have a high temperature, shiver and sweat © What advice would you give someone suffering from these problems? A 1 €1@ Listen and match each speaker (a-d) with a picture (1-4). 2. €&9 Can you remember what each person 4 €€3 Listen again to each reply and answer wants? Note your answers, then listen again and check. a something for a. headache 3. © Now listen and match each reply (1-4) with the correct speaker (a-d) in Exercise 1. these questions. a What does MIU stand for? bb How much do the headache tablets cost? ¢ What does anew patient check-up involve? dd What time is the doctor's appointmentI need to see a doctor B Listening - Registering at a doctor's < i Did you know ...? surgery Citizens of many European 1 €(929 Beata is a student from Germany. She is registering at ‘countries are entitled to free or Cranfield House Surgery. Listen and complete the steps in the Geooinenea teat aesaeane registration process. throughout Europe, with the Step 1 fill ina cee form European Health Insurance Card Step 2 complete a. _.. Card {EHIC). Citizens from outside the Step 3 havea........ 2 ‘Check EU may have to pay for treatment ‘if they become ill while 2 €#4 Listen again and answer the questions. ae anEU See, What documents does she need to provide? bb What additional information does she have to provide? C Listening - Finding out about health services 1 (29 Listen to the receptionist tell Beata about the range of services offered at the medical practice. Number the services listed on the leaflet in the order she mentions them. 2. (23 Read the statements below. Then listen again and write T (true) or F (false) for each statement. a You can only make an appointment by Cranfield House Surgery phone. F. o Well Person Clinic i b — you can see a doctor in less than 24 (Asking for advice pS © Only a doctor can give vaccinations. ia chet o d_ You have to call before ten thirty if you want a home visit. ..... 1 Seeing the nurse ps € Anurse or doctor is available seven days a week Se to give advice by phone. . C1 Special clnis ia 1 There is @ Well Person Ciinic twice a week... Making an appointment po g There is no special clinic for people with hay OC Repeat prescript eee peat prescriptions pio) fh You have to ask two days in advance for a OO manemergency pu repeat prescription. 3 Now correct the false statements. 0131 732 8900 19(pe Imeed to see a doctor D Listening - At the doctor's 1 #8 Listen to two patients, Anne and Brian, describe their symptoms to the doctor. Write A (Anne) or B (Brian) next to ‘each symptom below. 1 can't switch off is very lethargic C] 3 is shivering and sweating L] 4 has trouble sleeping [) 5 has a high temperature [] 6 7 feels tense and initable [] feels weak and dizzy [] 3 (2 A few weeks later Beata isn’t feeling very well. She goes to see her doctor. Listen and tick the symptoms she mentions. has trouble sleeping [] feels nauseous has stomach cramps [] has dianhoea [] has been sick C] has a high temperature (] 2. €4@9 What do you think could be the matter with each 4 Look at Beata’s symptoms. What person? Listen to the doctor's diagnosis and complete his notes. Anne Bertrand Probler (papa Return visit Yes/No [If yes, when depression Treatment: Witropan -week course. do you think is wrong with her? 5 €@9 Now listen to the doctor's diagnosis. Answer the questions. a What is wrong with Beata? b What does the doctor prescribe? other seat 1 € Does she have to go back to the doctor? Brian Kingston Problem: Learning tip Treatment: Cordostle 5. |-week course Ibis not always possible to ‘understand everything fist time, 250mg tablets, 3x per day before SL Gpustarie aneateN eae Return it Yes/No [If yes, when have understood, especially if the information is important. A good. ‘technique is to repeat the important information back to the speaker. E Speaking - Understanding the diagnosis Speaking strategy: Checking you understand 1 Look at this extract from Beata’s conversation with the doctor. How does she check she has understood correctly? Doctor: Il give you a prescription for some tablets. They're very good. ‘Take two every four hours and it should sort itself out in a few days. Beata: OK, so I need to take two tablets every four hours. 20 «= @ Social and Travel 2 You can also use these expressions when you want to check you have understood, So, you mean | should Right, so you're saying | have to Speak up! 3 19 Imagine you are at the doctor’ instructions (ae) and respond each time by checking you understand. Example You hear: ‘This is a prescription for some medicine Urat should help sort it cut. Take two tablets three times a. day, before meals Right, £0 you've saying | have to take two tablets three times a day defore meals. ‘s You say:Ineed to see a doctor (1))\j)///3 ‘Sound smart Using stress to correct misunderstandings 1 48D Stressing certain words is a useful way of correcting someone if they have misheard or misunderstood what you have said. Listen to these two conversations and notice how the words in bold: have more stress. A So you have to take two tablets once 2 day? B: No, the doctor said take two tablets twice a day. ‘A: Did you say your left ankle was swollen? B: No, it's my right ankle. €389 Now listen and use the information below to correct each speaker. Stress the important words in. your reply. Example You hear: 'So you're saying | have to take three of these?’ So, your next appointment is on Friday a “That's tight. Every four hours? ove Brirty? You say: No, it's on Friday at six thirty Friday 6.30pm after each meal three times a day right arm a blood test Half the dass are doctors, the other half are patents. E bra practice Patients: Think of a health problem. Find a doctor and Go to the BAC Leaming Engish webste and ype ‘health ‘explain your symptoms, Then listen carefuly to the in the search box. Press enter, then choose a link that docto's diagnosis, and repeat back any instuctions to interests you: Click Uisten tothe story and check for any make sure you understand, Visit several doctors to find video material too. Complete any exercises. You could who gives the best ciagnosis and achice. so goto the Voice of America Special English website to Doctors: Listen to each patient descrbe a heath watch or listen to more health stories. problem. Make a diagnosis and prescribe some hp:/Avmubbe.co.uk/worldsenice/leamingengish medicine, Give instuctions on taking the medicine hitp://vnwwivoanews.corn/specialenglsh/ Make sure your patients understand clea Can-do checklist “3 TTick what you can do. Can do Need more practice I/can enquire effectively about and register for healthcare services 1 can listen to a doctor's diagnosis and check | have understood. I can use stress to comect misunderstandings 24listen and speak © Label the diagrams using these words. Pipe fuse screw switch plug thermostat screwdriver cable ‘© Match the expressions to complete six sentences, For example: A car engine can stall. car engine run out of ink: battery blow. A pump can stall printer cartidge go flat ‘computer: break. fuse arash. » to Useful langua A Listening - Dealing with everyday problems 1 €189 Listen to these sounds. What do you think is happening? Try to complete the chart. ns Probl a car b c 2 €83 Now listen to the conversation (a-c) that follows each i: Sr Check that you Seay senna each problem. pene It can sometimes be useful to 3 (439 Listen again. What does each person decide to do? ‘isten not only to what people say, but also toany sounds in the background. You can find out a Jot of information by listening for aural clues,What's the problem? (|/ Focus on... modals of deduction When we think we are sure about something we use must and can’t It must be the battery. No, Itcan*t be. its new. The fuse must have blown, When we are not sure about something we use rriay, might or could. It may be the battery. Yeah, or it might be the fuse. Hmm. It could have run out of paper, too. 1 Study the examples above and lsten again to the conversations in Recording 34. Then €irclé}the correct answers to complete the rules. To make a deduction in the present / past, we use a modal of deduction and the infinitive. To make a deduction in the present / past, we use a modal of deduction + have + past pariicple 2 NowGidéthe correct answer to complete each sentence, @ Itmight / con't need a new fuse because | replaced it yesterday. b There's no cable! Someone must have / could have taken it This page is blank. 'm not sure, but the printer could have / must have run out of ink. d The remote control isn't working. The batteries might have / can't have tun out € The TV works fine now. I suppose someone might have / must have fixed it. f The garage might not / could not be open. Its nearly six o'clock B Speaking - Finding solutions Speaking strategy: Speculating about causes 1. Look at these expressions you can use to speculate about causes. Notice the words in bold. ‘The battery may be dead. It might have run out of paper. It could be the cable. it can’t be the fuse. ‘The cartridge must have run out. Perhaps it needs replacing Speak up! 2. 483 Imagine you are living with a friend. Your friend tells you about some problems around the home. Listen and use the ideas below to speculate about possible causes. Example, You hear: a. Guess what? The dishwasher isnt working again, You say: le could be the pump. It might have broken. Perhaps ib needs replacing. b batteries flat? / replace? 2 pump broken? / replace? © cartridge run out? 3 €89 Now imagine your computer isn’t working. Your friend suggests some possible causes. Listen and use the ideas below to have a conversation. Example ‘You hear: Is there something wrong with your computer? It could, be Ure cable. le ight vob be plgged. in a You say: No, U've checked. all the cables. It can’t be the cables: cables OK fuses OK monitor OK wireless keyboard and mouse — new batteries hard disk ~ not checked (=| Qa d. thermostat broken? fuse blown? / buy anew fuse?(Unité What's the problem? C Speaking - Offering your opinion Speaking strategy: Giving strong advice 1 Underline the expressions for giving strong advice. ‘You really should get this fied. You really shouldnt leave it any longer. You'd better call an electrician You'd better not touch that cable. It might not be safe. You ought to call a plumber. Did you know ‘The negative of ought tois ought not to or oughtn't to. However, these negative forms are not common in spoken English Speak up! 2. €4) Listen to five people tell you about a problem. Use the ideas below to respond giving strong advice. Example You hear: a “The toilet doesn’t Hush properly. | think |’ take « look. You say: You ought to call a plumber. You shouldn't try to fix ik yourself. call a plumber ¥ / cit ourself x call an electrician v / touch that cable x read the instructions again ¥ / take it back yet x call an engineer ¥ / take a look yourself x see a doctor ¥ / weit and to see i it gets better x oance 3. (88 Now imagine a friend has a problem with his car. Listen and use the ideas below to have a conversation. Example You hear: My car isn’t running properly again. I'm a bit worried. about ib. a You say: Youd better not drive it. You really should take it to a garage or it might, break down drive itx / take to a garage ¥ / break down? leave it x / get worse ? repair it yourself x / mechanic 7 use car x / train v buy ticket in advance ¥ / busy tomorrow am. ? D Speaking - Speculating about consequences Speaking strategy: Explaining consequences 1 Here are some expressions you can use to explain consequences. Underline the consequence in each sentence. If you have a burglar alarm fitted, then this will act as a deterrent. You wil be il unless you eat more healthily. You should be more careful, atherwise you will have an accident. 24 «= @ Social and Travel Speak up! 2 #89 Listen and respond to each statement you hear using the ideas below and if... then, unless or otherwise. Example You hear: @ Vee qot a really bad. toothache. You say: You should go to the dentist, otherwise UL get worse. go to the dentist / get worse work hard / fail exams eat more healthily / put on weight getit repaired / fall behind with work apologize / lose your job wanceWhat's the problem? E Listening - Coping in an emergency 1 €4@9 Listen and match each emergency (a-d) with a picture (1-4). 2 49 Listen again and find one mistake in each of the pictures (1-4) above. Wend 5 2 4 3. (489 Now listen to each person explain what they did. Write the name of each person next to the correct explanation (1-4). sane... 2 Bitar Asa Class bonus With your partner, think of a diferent emergency situation, Include as many details as you can, and then ecide inhat you would do. When you are ready, describe ‘yout emergency situation to the class. 4 49 Listen again. Would you have done the same? Did you know ...? ‘Many people store an IG number on their mobile phone. ICE stands for In Case of Emergency. tis the number of a friend or relative that can be called in an emergency. — trapractice Go to this ink and choose a video to watch that interests you. hitpy//wnvideojug.comytag/fisteid {HAHA AAA Can-do checklist Tick what you can do. | car describe everday problems and speculate about their causes. ] |-can give advice and make strong recommendations, | can explain the consequences of particular actions. Can do Need more pra 25ESTEE ten ana spent © Look at the pictures and identity the documents. Which of these documents do you have? © Have you ever needed to get a permit or visa? oo A Listening - Contacting the visa office 1 imagine you are on holiday in the UK. You call the UK Visa section to find out what visa you require to study there. Listen to this recorded announcement. Which number should you press to continue your enquiry? .. 2 €43 Now listen to the next part of the message. Take notes of all the important information. KA ON Aaland Gh bw UK Visa section Website Fax number Address Ofening hewrs 26 — & Social and Travel Did you know ...? ‘Red tape’ describes official rules and processes. Itis often used in a negative way, when these processes ‘seem time-consuming and unnecessary, eg. My visa application took ages because there was s0 much red tape er Learning tip ‘When you take notes, note only the key words. Listen, closely for any numbers, times, dates, names and addresses, Use abbreviations and symbols wherever possible You can use your own abbreviations as well as standard ones,B Listening - Enquiring about a visa 1 €49 Yuki, from Japan, is on holiday in England. She phones the UK Visa section to ask about getting a Student Visa for the UK. Number her questions (a-f) in the order you hear them (1-6). Can | work if Ihave a Student Visa? [_] How much is if? What do I need to do to get a visa? 1] Can you tell me if need a visa? ‘What do you mean by ‘supporting documents”? [] How do | apply? [7] What a lot of red tape! ||) eS 2. €69 Now listen again and note the answer to each question. C Speaking - Making sure you understand Speaking strategy: Asking for clarification 1 Look at this extract from the conversation between Yuki and the visa officer. Underline the expression she uses to ask the visa officer to explain a term she doesn’t understand. Visa officer: ... with your passport, two recent colour passport-sized photos and the necessary supporting documents. Yuki Sorry, what do you mean by ‘supporting documents”? 2 Here are some other expressions you can use. What exactly does ... mean? {'m sorry. Can you explain what ... means? Sony. | don’t understand. What are ...? Speak up! 3 (BB Imagine you are speaking to a UK visa official. Listen to each statement and use the expressions above to ask for clarification. Then listen to the answer. Example You hear: Youll need. entry clearance to come to the Uk. a You say: What exactly does ‘entry dearance’ mean? ‘You hear: Entry clearance means official permission to enter the courkzy, 50 4 visa or entry clearance certificate. entry clearance? 1as? UK Mission? the Schengen area? an EEA country? Focus on... official language Imagine you are applying for a visa. Here are some phrases you may hear. Complete each sentence with a word or phrase from the box. status runout signature print register offidst fillin origin The ._._ official... dealing with your application is at counter 17, Please ... __-this form and take a ticket Your passport will. months. You need to renew it If you want to make an application then you have to . fist. We need your of every page. Can you capitals please? What's your marital bet Please put your name and country of ina few ..at the bottom _- your name in block 27(Ups What a lot of red tape! D Listening - Applying for a green card in the US 1 €439 Listen to this U! permanent residency in the US. What are the three main ways you can get a green card? 2. €§39 Now listen again and note the requirements for each type of green card application. 3 € 97 Read the requirements. Then listen and number each requirement (a-e) in order (1-5). Your US employer must file Form ETA 750. Your employer must send in Form 1-140. [_] The Department of State must approve your Immigrant Visa Petition. [] ‘The Department of Labor must approve the request. [] You are given an Immigrant Visa Number. [] 4 © Look at the list below. Listen and tick which things are also needed in order to get permanent residency in the US. birth certificate fingerprints C) driving licence [] a physical L] 1D Card C] an inteniew L] biographical information [1] marriage certificate (] passport C] a work permit two colour photos [] a letter from your employer [] 28 = @ Social and Travel Did you know ...? A een card is not actually green in colour! It gives a non-US citizen permanent resident status in the US. This dives them the same tights as US citizen, and means they can live, work and study there legally, In some states they can even vote in| iE Speaking - Giving explanations Speaking strategy: Being concise and to the point 1 If you have an interview for a visa or permit, you will need to answer questions that the officials may have regarding your application. Should you ... 2 keep your answers short and to the point? b talk a lo, giving all the information you can think of? Speak up! 2 €639 Read situations 1 and 2 below. For each situation, imagine you are having an interview with an immigration official. Listen to five questions and answer each one as clearly and precisely as you can. Example You hear: So, when did. you arrive in France? a YYou say: Three weeks ago. 1 You are traveling through Europe on holiday. You've been in France for three weeks and really like it. You ‘went to stay longer so you have found a job in a supermarket. You need to apply for a temporary work permit. You intend to leave in a few months to continue your trip around Europe. You have all the necessary supporting documentation. 2. You are studying sociology at university in Canada ‘You need to get a job to support yourself for the next year while you study. You have found a job in a local restaurant but you nieed a work permit to work off ‘campus. You haven't got a Social Insurance Number, What a lot of red tape! (\/) 5 Class bonus 1 Prepare to role play an interview for a visa. Decide .with your pariner who will be the interviewer and who willbe the applicant. Inteniewer: Make a list of questions to ask You can Use the questions in this unit to help you. Prepare forthe interview. Anticipate what questions you may be asked and practise your answers. Use the guidance inthis unit to help you. 2 Now role play the interview, When you finish, swap roles. Applicant: — bra practice Imagine an English-speaking friend wants to work in. ‘your country. Go on the Internet and find out how to apply for a work permit, Make notes, then imagine you are explaining this to your friend. Talk about what they need to do. If possible, record what you say and listen to ‘yourself afterwards. Can you identify any areas you could improve, eg. grammar, pronunciation, etc.? {HII AAAI Can-do checklist Tick what you can do. Can do Need more practice | can enquire about official procedures, eg. how to apply fora visa. {can understand explanations of the various steps involved in official processes. |.can answer questions clearly and conciselyWhat a great view! listen and speak © Look at the pictures and identify the things you might see on a sightseeing holiday in a city. © Tick v the things you try to see vhen you look around a city. © What other things do you tke to see or do on a city break? 1 189 Listen to Sarah show her friend Paul around her home town. What do you think each of these places is? Ronelles exeaielby, Crosswell Hill Old Keller The Typewriter Figo's 2. #19 Listen again. Make a list of the words and expressions that helped you decide what each place is. Ronelles lights outside, dancing, clubbing Crosswell Hill Old Keller The Typewriter Figo's 30 © & Social and Travel Learning tip Listening for context is a useful skill. Listen aut for key words and try to identify a common theme, eg, ifyou hear huge, made of marble, and an important ‘person then this might be a statue,Focus on — y strong adjectives 1 Match each adjective in A with a stronger adjective in B. Example: big ~ huge A B tired {utious bad huge interesting starving angry fantastic big terrible scared fascinating hungry tiny good tenified small exhausted 2. GieBthe comect word to complete the rules, You can make the adjectives in A stronger by adding very / absolutely. You can make the adjectives in B stronger by adding very / absolutely. 3 Complete each sentence with very or absolutely and an adjective. a The talk wasn't fantastic but it was very good. b | wasn't scared. | was A ¢ Everyone felt tired but Jim wa: d e Tina wasn't furious, but she was .. | wouldr't say the film was temble, butt was but am hungny What a great view! s nie ‘Sound smart Exaggerating 1 €989 Listen to this extract from Sarah and Paul's conversation. Notice how Paul emphasizes starving to express how hungry he is. Sarah: Yeah. It's famous for its sandwiches. They're the best in town. Paul: Great. 'm starving! 2 €889 Look at the statements below and listen. Notice hhow the stress and intonation help to emphasize the emation Ym starving! We're exhausted! Ws fantastic! Its huge! How terble! That's fascinating! I'm furious! | was terrified! 3. €483) Now listen and use the ideas below to reply to each statement in an exaggerated way. Example You hear: a Ave you hungry? You say: Yes, | am. I'm starving! a staring! b exhausted! fantastic! tiny! © teriblel f fascinating! g. furious! h huge! es B Speaking - Talking about places of interest Speaking strategy: Describing features 1 €¥29 Look at these expressions you can use to talk about places of interest. Listen again to the conversation between Sarah and Paul. Tick / the expressions they use. Its @ good place to go if its handy for... / its popular for WS famous for... / You can find/see ... there, ‘Speak up! 2 Think about your home town. Make a list of places you know, and note what people can do there. Places to go in my home town Chicago's restuurart - great pizza 3 Now imagine you are showing a friend around your home town. Use your notes, and the expressions in Exercise 1, to talk about places of interest. Example: Chicago's is a. good. place to go if you lke pizza. 4 Record yourself while you are speaking, then listen to the recording and evaluate your performance. Can you identify any areas to improve, e.g. grammar, pronunciation, etc. 34(UphNS What a great view! C Listening - Asking about attractions 1 €15@ Mark is speaking to a travel agent about his next holiday. Listen and complete each question he asks. a Isiteasy to.geh to? b How isi, once you're there? © What's it ike to 2 e Are there any f What's the .. g What's the. lke? fe anything in particular? i Are there any _nearby? j When's the. to go? 8 Listen again and repeat each question. 2 €%8 Now listen to the travel agent's answers. Match each answer (1-10) with the correct question (a-j). Bt ee ee B es 9 10. 3 €8 Look at the statements below. Write T (true) or F (false) for each statement, then listen again and check your answers. ‘Accommodation is reasonable, even in the centre. .F. It’s a good place to go if you lke different types of cuisine. .. Its best to hire a car if you want to see everything. .. There isn't anywhere interesting to go nearby. It’s a good place for relaxing on the beach. The weather isn't usually very hot... It’s easy to get around the city using public transport. I's very popular for people who like nightclubs and dancing. 4 Can you guess which famous US city this is? 32 — @ Social and Travel According to the World’ Organization, France is the most popular country for tourists to visit. Nearly 80 million people a year go there on holiday, The capital, Paris, is the world’s favourite city for sightseeing. ~ ‘Sound smart, Stress and rhythm: 1 €%59 Listen to these extracts from the travel agent's replies. Notice how the important words have more stress and notice the regular rhythm. There are three airports and they're all well connected. It’s generally quite mild, so you'll need a coat whenever you go, Practise saying these sentences and underline where you think the stress is. ‘The beaches are good but they're very crowded. Where's the best place to go for a night out? How much is a single room for three rights? Its a good place to go if you like ‘wandering round street markets. 2 Now listen and check. Then listen and repeat. Try to copy the stress and rhythm closely.D Speaking - Giving advice on where to go Speaking strategy: Making strong recommendations 1 Look at the statements below and notice the expressions you can use to make strong recommendations. You really ought to see the castle. You should definitely go in summer The museum is well worth a visit You certainly mustn’t miss the park. You have to see the main square in the evening 2. €188 Listen again to the travel agent's answers to Mark’s questions. Tick / each time the travel agent uses each expression. leas below to make strong recommendations and add a reason. Example: a You say: You veally ought to see the miseum. It's absolutely fantastic! What a great view! [\))//36 Ciass bonus” ‘Make a group. Ask your classmates questions about a town or city they know well. Find out what the main attractions are, and ask for recommendations on what to see and do there E trapractice Go to htp://thomson.co.uk and search for podcasts. Listen to some podcasts about popular places to visit around the world. a fentastic b fascinating wonderful 4 Imagine a friend is visiting a city you know well. Look at the topics below and use the expressions above to make some recommenda Example: ‘You say You should definitely stay at The Grand, Hoel. It's the best in ton, ns. ¢ what to see and do {the best time to go getting around nightlife a where to stay d places to eat e beautiful WHA Can-do checklist Tick what you can do. | can show someone around my home town, | can describe places of interest | can enquire about a city and ask about its main attractions. | can make strong recommendations about places of interest. ——— gp ea we Can do Need more practice ae)Section 1 Listen and reply to each statement you hear. your answer. Its great, but the thing is, it doesn’t fit. I'm very interested in this sweater. Its a great sweater, isn't it? Not at the moment, thank you Yes, they are. Thanks very much. Isn't it? What a mess! Is it? You'd better get it serviced. Itcan't be anything else. ‘The garage must have fixed it. No, its not. You do, don't you? Do you? That's interesting. oven ove es ocew noon aco Yes, 1am, aren't 2 Yes, | am. 'm exhausted! Am 2 Yes, you should definitely be. | agree completely ‘Can you explain what ‘eligible’ means? It might have run out. It could be the cable. The pump might need replacing. Aren't you? Don't you? Won't you? oo8 eo Agee OTe ogee 10 4. Yes, you really ought to b You should definitely stay at the Grand. ‘© No, 'd much rather you didn't 34 @ Social and Travel Section 2 €%59 Read each situation. Then listen and tick ¥ the best reply. 10 You're buying a mobile phone in a shop. The assistant is trying to sell you an extended warranty. What do you say? et) Po Your friend tells you that their watch isn’t working. What do you say? lel; cbiclali ates Your friend asks about the town where you grew up. What do you say? =i Bar ee) Your friend tells you their washing machine has broken. ‘What do you say? 2) Ee esl A government official tells you that you need to fill out a Statutory Waiver Form. What do you say? Oe ae The shredder you bought last month has broken. You take it back to the shop. What do you say? 2 2) | ei ialeriss 1a] You are visiting a town for the first time when a tourist asks you for advice on what to see. What do you say? io 6O eo You are trying to get a good deal in a shop. What do you say? 2O eo work and study 1 645) Listen to the same sentence spoken in four different ways. Match each sentence (a-d) with the speaker's atitude. OK. I'l do it for you now. friendly/cooperative b OK MM doit for younow —\-angry/impatient © OK Mlidoitforyounow, —_-bored/uninterested 2 4) Listen again. Notice how the speaker's voice changes to reflect their mood. 3 €ED Now listen to eight more sentences. How does each speaker sound? Write the number of each sentence (1-8) next to the way each speaker feels. friendly/cooperative [] 1] angry/impatient oO bored/unimerested (] 1 O OE Speaking - Arguing your case Speaking strategy: Asking for something and justifying reasons 1 Look at the sentences below. Notice the ‘expressions in bold that you can use to ask for something and justify your reasons. I could (really) do with a hand It would help a lot if someone could write up the report. I'm in danger of falling behind I may not firish on time if 1 don't get any help. 2 €43) Listen again to the conversation between Peter and Viktor. Tick / the expressions in Exercise 1 you hear. Speak up! 3 Imagine you work in an office. Use the ideas below to make requests, and justify your reasons. Example: a You say: | could really do with some help to farish this ‘sales report. I'm in danger of missing the deadline. a @ help to finish (miss deadline) b explain how to use (make mistakes) c need new, colour printer (reports not clear) d help photocopy reports (not finish in time) need holiday soon (become ill) Td appreciate it UCT Focus on... interrupting 1. Look at this extract from Peter's conversation with Viktor. Notice what Peter says to interrupt Viktor. Peter: Oh, sony Viktor. Are you in the middle of something? AP Match the phrases to make complete statements Are you disturb you. Am| anything. am Fm not interrupting got a minute? Have you come back later if you ike Sorry to in the middle of something? Ian interrupting? Class bonus 1 Imagine you and your partner both work together in ee ea Blais ba Justify your request peor otal 2. New role play the conversation, E trapractice Go to the BBC Learning English website and type ‘making requests’ in the search box. Press enter, then ‘choose a link that interests you. Complete any exercises, http://Awwwbbc.co.uk/worldsenvice/learningenglish {HAI Can-do checklist Tick what you can do. |-can understand detailed requirements. | can make polite requests and explain what | went |-can interrupt politely and ask for help. |-can specify my requirements and justify my reasons. can do ( Need more practice 39ESE listen and speak © What do you know about these international ‘companies? Maich each company (1~7) with its area of business actvily (2-8). 2. ail and gas exploration banking and finance © automotive manufacturing... retail. e f computer technology... Internet search and advertising § electronics manufacturing © In your view, is it better to work for a large or a small company? A Listening - Getting an overview 1 €4@ Colin Vickerstaff is a company director. He is speaking to a group of new graduate trainees. Listen and complete the company profile. 2 © Now listen as Colin out Mission Statement. Which slogan (2-d) best describes the values of the company? Committed to continuous improvement b Quality, Price and Speed ¢ The Customer is King Investment in People 3 419 Listen as C describes the management Google es the company’s ion of his company. Complete the chart. ‘TOYOTA ‘x8nc WAL*MART Did you know ...? Google came top of Fortune magazine's ‘100 Best Companies to Work For’. The company receives over 1,300 curriculum vitaes (CVs) every 7 Company profile Name: _AGM Industries Established: Main activity Headquarters: Turnover: No. of employees: Current market share: Learning tip When listening for the main idea, focus on the overall message rather than individual words and phrases. ‘Take a mental ‘step back’ and try not to be distracted by small details b e ceo T ae T r =a Technical | _ Business : Strategy and Customer Operations: Services Development, ‘Finance Planning S a ‘Services | Product Management: Quality Control 40 @>Work ana studyThis is your office UATE B Speaking - Talking about organizations Speaking strategy: Describing a company + Study the language below that you can use to describe a company 3 Prepare to describe a and its activities. Notice the words and expressions in bold. company you know. Make ‘The company was founded / established in .../ its based in notes about its background, ‘The main activities of the company are main activity, structure and produces / supplies / exports / manufactures organization, etc. Then is one of the leading ... / at the forefront of describe the company in as ithas en annual turnover in excess of much detail as you can. itis headed by 2 Look at the company profile of Drucher Bahn Systems. Use the language above and any other expressions you know for describing an organization to talk about this company. Company profile ‘Managing Director: Hans Kilmer Organization Rete re eevee Operations [Design, Maintenance] Established: 1862 Pindactiany Main activity: manufacture of railway vehicles Business Development [Strategy, Project Management], Headquarters: Berlin, Germany HR Turnover: €575 million p.a. Finance No. of employees: 12,392 Extia information Market share: 15% Carriages 20% lighter than compet Rapid growth in recent years C Listening - Introducing new staff members 4 Look at the sentences below. Underline the expressions you can use to introduce someone. This is Tony Wilkinson. Let me introduce you to our General Manager. Can | introduce you to Sonya? I'd like you to meet our new marketing director | want you to meet the rest of the team. 2 #9) Listen to this new member of staff being shown around a ‘company. Tick / the expressions you hear. Foca. job titles (2 Listen again. Write the correct job next to each person. ‘Darjoe Reni Lisa Vickers Accrunts. Adminietrater abbreviations stand for? Carol Parks... aes MD — Managing. Director. Tim Starks 0 ses & HeferitGreetts 2S CFO What department do you think all these people work in? vp ao atUnite This is your office D Listening - Roles and responsibilities 1 €2 Listen to four people talk about their jobs. Which department do you think each person works in? a Finance b Sales and Marketing ¢ Human Resources d Public Relations € Research and Development —f- Custamer Services Michiko __ 4 Cat. — YoussrY...... Heidi 2. €¥2 Listen again and note any words or expressions that helped you to identify the department each person works in. Michiko Promating.the. company, raise. cur. profiles image... 3 = Carl Youssry a . Heidi as E Speaking - Describing your personal qualities Speaking strategy: Talking about your Sound smart strengths ‘Wiad sivvex 1 Study these words and expressions you can 1 £4335) Listen to the word below and answer the use to describe someone's personal qualities. miedo creative flexible determined efficient 00000 reliable welkorganized analytical analytical ‘methodical confident sociable a How many syllables does the word have? a good listener b Whereis the main stress? good with computers good at solving problems ‘can overcome challenges can work under pressure 2 Now look at these words and write each word in the correct column below. creative flexible determined ll eee efficient reliable ——_welhorganized pol orm Gears warene methodical confident sociable 2 good decson maker Speak up! 2 Look at Michiko, Carl, Youssry and Heidi again. For each person, say what qualities you think they need in order to fulfil their role well. is9 Now ster and check Then lsten again and repeat each word. Ty to copy the stress. 3 What are your personal gegee es see os 4 qualities? Tick 7 the qualities in Exercise 1 that you think Personal profile you possess. Complete the personal profile opposite, then talk about your strengths. Personal qualities 42 @ Work and studyF Speaking - Talking about your work Speaking strategy: Describing your job 1. (2 Look at the expressions below you can use to describe the work you do. Listen again to Michiko, Carl, Youssry and Heidi describe their jobs. Write M (Michiko), C (Carl), ¥ (Youssry), and H (Heidi) next to the ‘expressions that each person uses. timin charge of ... fa] My job involves ... [] C) I'm responsible for ... L] My main responsibilty is to... [] Fm interested in ... I'm (mainly) concemed with ... [] Speak up! 2 Choose one of the following: your current job job you once had a job you'd lke to have Make notes of your role and responsibilities below. Then use your notes to talk about the job. ce De AE Company: Department: Job tile: ‘Main responsibilities: 1 AAA Can-do checklist Tick what you can do. | can understand and explain a companys structure and organization. | can understand work roles and responsibiltes I can talk about my work and what | do in my job. | can detail my personal qualities and describe my strengths. ‘This is your office Umite, Focus on... prepositions with work Complete each sentence with a preposition, 1 I work... for. compary. 2 Iwork........the sales department. 3 The colleagues | work are very supportive, 4 |work mainly... our London office. 5 At the moment I'm working... a big project 6 Ihave to work... a large international _..very tight deadines. Class bonus Think of a job and make a lst of personal qualities needed, and the main. responsblities. Then make @ group and describe the job to your classmates. Can they guess the job you are describing? ‘E brapractice Choose a company that you are interested in and find out as much as you can about it Visit their website and listen to any interviews or watch any videos there. Then imagine you are telling a friend about the company. If possible, record what you say and listen to yourself afterwards. Can you identify any areas you could improve, eg. ‘grammar, pronunciation, etc? {AAA an do [ Need more practiceUma I'll sort it out Match each adjective (ef) with another adiective (1-6) that has a similar meaning a polite 1 tactiul b flexible 2. welkinformed sympathetic 3 dedicated d committed 4 caring e knowledgeable 5 accommodating f diplomatic 6 courteous Tick v the three most important qualities you think someone needs to work in Customer Services. “The customer is always tight! Do you agree? Listening - Handling customer complaints Did you know ...? According toa survey by the Trading Standards Council, a consumer protection organization in the UK, a customer who receives bad service tells at least nine people, while a customer who gets good service tells only twol 1 €§@ Listen to two customer services assistants deal with dissatisfied customers on the phone. Complete the chart. What is the problem? the customer hasn't received a. book he ordered. What action does the assistant take? Is the customer satisfied? 2. € Listen again to each conversation and complete the sentences below. Conversation 1 Conversation 2 a mvery sory for... We. © | do apologize for b I'm afraid we've been f | know, but unfortunately we've been having ro Sie Please give me a moment and Could you bear with me... vn lease? dM get onto it h illsortitout 44 @>work and studyFU sort it out Ut B Speaking - Keeping the customer happy Speaking strategy: Dealing with complaints 1 Look at the completed sentences in Exercise 2 of Section A. Write the letters of expressions you can use to ... ask someone to be patient a apologize promise to take action ‘explain the cause of a problem Speak up! 2. ©49 Imagine you work in a customer services department. Listen and use the ideas below to explain the cause of the problem. Begin with an apology. Example You hear: a. | asked. for a brochure a month ago, but | haven't received. one yet. Oh dear. | do apologize. I'm afraid we've run cut. You say: run out of brochures very busy this month problems with our website an administrative error the manager sill today C Speaking - Getting it right Speaking strategy: Speak up! Confirming information 1 Look at these extracts from the conversations in Section A. To confirm information, you can repeat the details and use these expres You want-25 HP356 printer cartridges. Is that correct? So, you want sic wine glasses. Is that right? Learning tip Remember your voice should go up at the end of a question when you want to check that something is correct. This shows ‘the listener that you are asking for confirmation. 3. (9 Now listen and use the ideas below to promise to take action and say what you will do. Begin with an apology. Example You hear: a | ordered. a. set of six wine glasses, but when they arrived. three. were broken. Vm very sorry. UW get onto it immediately. (Ub send. you another set. You say send another set book an engineer to fix it arrange to exchange it refund 159% get someone to call you 4 © Listen and use the ideas below to have a conversation with a customer. Speak after the beeps. Example, You hear: | paid. for a Canon X40 printer onlane: but you've just sent an email saying i's wot in stock. Yes, I'm very sorry for the delay. I'm afraid ws a very popular model You say apologize / explain ~ (popular model) ask the customer to be patient — (more next Monday) promise action ~ (send one special delivery) ‘end the call 2. Imagine you work in a call centre and are taking orders from customers by phone. Use the ideas below to confirm what each customer wants to order. Example: a You want to order three large black ‘Oxford’ suilcases, and. you'd like them to be delivered on Friday 150 May, is thal corect? ne a Fri 15th May delivery eo. a € Mon Ist June deliveryUnita PM sort it out Sound smart : 4 Linking - /w/ and /i/ } 1 €¥59 Listen to these sentences Notice that a ww off sound is added when a word ending in a vowel sound is followed by a word beginning with a vowel sound. What would you ike to /w/ order? b We can guarentee delvery by the /i/ end of the month. 2 Look at these sentences. Which sounds do you think are linked with /w/ or /j/? There are more than one in some sentences. | asked you over a month ago for a brochure. Please give me a moment to check. Ill get onto it immediately. Welll post the order special delivery IM post tin the afternoon, Can | ask who is speaking, please? \ do apologize for al the inconvenience. You sent me an email to ask about delivery. i Ile out of the office all next week. (€959 Listen and check Then listen again and repeat each sentence. Practise linking the sounds. Class bonus” > Healf the class perce sara other half are customers, ps Sip satis act Listen to D Listening - Problems in the office 1 €¥29 Listen and write the number of each speaker (1-6) next to the correct picture (a-f). 2. €429 Listen again and complete the expressions. nthe. Bink @ The airconditioning’s b This computer This printer wor! 46) @ Work and sway dl can't get this fax to. The projector. {This camera won't.3 What would you do in each situation? 4 €) Now listen to these replies. Match each reply (1-6) with a problem in Exercise 2 (af). ee ye 4 5 6 5 (62 Listen to Pilar and Martin deal with a routine problem at the office. Answer the questions. @ What's the problem? What do they do? ¢ What was the cause of the problem? Did you know ‘The top five complaints about offices are: 1 temperature ~ too cold 2 temperature - too hot 3 poor cleaning service not enough meeting rooms 5 insufficient filing space Til sort it out UpiR® E Speaking - Finding solutions Speaking strategy: Putting forward a solution 1 Look at this extract from Martin and Pilar’s conversation. Underline two expressions Pilar uses to put forward a sol n. Pilar: Maybe it means there's some paper stuck inside. It might be worth opening it and having a look Martin: How do | do that? Pilar: You could try puling that lever there. That's the one. 2 Look at the sentences below and underline two more expressions you can use to propose a solution. Have you tried switching it off fora few minutes? ‘What about pressing the reset button? Speak up! 3. (83 Imagine you are at work and colleagues are telling you about some problems. Listen to each problem and use the ideas below to suggest a solution. Say your answers aloud. Example, You hear: a Welve got so mary orders welre in danger of falling behind. on deliveries You say: Well, ie might be wrth taking on more. staff? That might help take on more staff ask a technician to look at it reduce our prices have a special promotion give the staff a bonus change supplier E trapractice Listen again to some of the recordings in this unit For each recording, listen carefully and try to identify a /w/ or /j sound. Then look at the Audioscript on pages 92-3 and listen once more to check. {HWA AAA AAA Can-do checklist - Tick what you can do. Cando Need more practice \ can handle customer complaints effectively and in ¢ iy professional way. J can confirm and check important information ; i | can put forward solutions for dealing with general work problems. a7EEEEENEod listen and speak ‘© How often do you use the telephone to do these things? Tick ¥ your answers. Gften Sometimes Hardly ever c arrange a meeting deal vith complaints take an order place an order find out information ask someone for help promote your company’s services. apply for a job answer customers’ queries OOo00o00000 A Listening - Making a call 1. (23 Listen to two conversations. Answer the questions. Conversation 1 a What company is Norman Sihers from? Highgate. Investments - b Why car't he speak to Wir Fredericks? ‘¢ When should Mr Fredericks be free? Conversation 2 What department does Charlie cal? {Why does he ask to speak to Sharon? 48) @ work and smdy Good Telephone Manners sound relaxed “eat while you speak be polite use slang words __ Speak quickly speak clearly tush the conversation sound friendly peak naturally [le OOOOOO OOOOOOoOoO: © Look at the guide above. Do you think you have good telephone manners? 2 €29 Listen again to Conversation 1, and complete each expression you hear. a Hello. ...This is. Norman Sivers. possible to this afternoon? seeese-- 10 call me? _.much. Goodbye. 3. Now match each expression (a-e) with a function (1-5). 1. Asking to speak to someone [b] 2 Ending a call (] 3. Introducing yourself (] 4 Leaving a message L] 5. Asking when someone will be available [_] © Write Do or Don't for each phrase below. continue to work while taking Mr Fredericks, please?4 €f28 Listen again to Conversation 2. Write a suitable expression for each function. 1. Introducing yourself Hi 2 Asking to speak to someone 3. Asking when someone will be available 4 Leaving a message 5 Which is more fomal, conversation 1 or 2? Can I calt you back? Uppit4O Focus on... telephoning Complete each sentence with a preposition. Please don't put me ...on.... hold. He's not... his desk, m afraid. Il call you when he gets _ She's _______.a meeting Wl put you right away. She's... another call. it’s lovely to hear you. Gan {call you ? B Speaking - Making calls successfully Speaking strategy: Leaving a message 1. When the person you want to speak to is not available, you can leave a message. Number the steps below (a-4) in order (1-6). repeat your name/company [_] end the call 1] introduce yourself ask when the person will be available [] ask to speak to the person you want [] leave a message C] Speak up! 2 48 Imagine you work for Suntours International. You phone an important client at Richmond Travel Ltd. Use the ideas below to have a formal conversation with the receptionist and leave a message. Example You hear: Hello, Richmond Travel Lid. a You say: Hello, This is [your name] from Suntours Inbernational, Weuld it be possible to speak with Catherine Simmons, please? You are [your name] from Suntours Intemational. You want to speak to Catherine Simmons. available this afternoon? can she call you asap? Repeat your name and company. Give your mobile number: 07967 324094. e end the cal 3 429 Imagine you phone the Personnel department in your company, but the person you want to speak to is not available. Use the ideas below to have an informal conversation with another colleague and leave a message. Exanple You hear: Helle, Perscrmel. a YYou say: Hi i's (your name). Is Trisha. trere? Give your name. You want to speak to Trisha. when will be back? say called? give your extension - 344 end the call Learning tip Before you make an important call itis a good idea to make a list of the points you want to raise, Make ‘sure you have all the information you need. Have a pen and some paper ready in case you need to make notes. Did you know ...? Using the phone effectively is a valuable skil. Some ‘small companies even employ professional agencies ‘to deal with all their telephone calls. Surveys show that people respond more positively to ‘someone with good telephone manners.Umit10 Can! call you hack? C Listening - Receiving a call 1. € Listen to two conversations. Which conversation (1 or 2) is more formal? 2. €4@9 Listen again and complete each expression below. 1 Hello, Timm _____e¢ 2 Canttake 2 3 Hang on. tl his office for you. 4 No, sony. The oe 5 Hello. ..... Jane Garston. 5 to leave a message? 7 fifjust put 8 Imaftaid he's __fight now. D Speaking - Practise receiving calls Speaking strategy: Handling incoming calls effectively 4. When you answer a call and the person the caller asks for is not available, you can ask if they want to leave a message. Look at ‘the steps below and number each step (a-f) in order (1-6). offer to connect the caller [] b end the call [) answer the phon offer to take a message [] e f ask the caller (to confirm) their name [1] say the person isn't available [] Speak up! 2. €1@9 Imagine someone calls and asks to talk to your colleague at work. Listen and reply, using the ideas below. ‘Example You hear: Oh, hello. I'd like to speak to Francoise Chirac, please. a You say: ('U just put you through. a putyou through e end the call b on another line © amessage? d callers name? 3. €1@9 Imagine you take a call from a colleague in another department. The person they want to speak to is not available. Listen and reply, using the ideas below. Have an informal conversation and take a message. Example You hear: Hi, Nigel. It's Samantha, Is George there? a. You say: Hang on. Vk try his office for you a tryhis office © amessage? e end the call b engaged confirm caller's name? 50 @ Work and stuay 3 Match each expression (1-8) in Exercise 2 with a function (ad). a Answering the phone 1. . Saying someone isn't available ¢ Connecting someone... Offering to take a message. ‘Sound smart 4 Connected speech 1 £189 When words are spoken together in Engish they are often pronounced differently than when said on their own. Look at these examples. Listen and notice how the sounds change: @ Do-you Aja! know when she'll be back? b Would you /wudja/ like to leave a message? © Could you /kudjo/ tell her | called? d_ Do you /dja/ want to /wonta! call back ater? € When's the meeting going to fgona! finish? 2 €6 Listen again and repeat each sentence. Try to copy the same ‘sounds and rhythm. 3, 4D Listen to five more sentences. How many words do you hearin each sentence? ite the number of words you heat. Contractions. such as you're count as two words. afd bOcO dO eQ Listen again and write each sentence in full 4 €489 Now practise. Listen and repeat each sentence aCan I call you back? Umit1o E Listening - Overcoming difficulties 1 Look at the picture below. Why do you think the woman is havi iculty understanding what the man is saying? Sorry. | didn't quite catch that 2 182 Listen to five people speaking on the phone. Why is it difficult to understand each speaker? Match each speaker (a-e) with a reason (1-5). |. The speaker has an unfamiliar name. 2 There is too much background noise. [] The speaker is taking too sofy. [2] ‘The speaker gives too much information al at once. C) The line quality is poor. [_] 3 153 Now listen and complete each sentence you hear. 2 Would you mind . spelling that. for me? b Sorry. Can you again? © Could you ... please? di tthink we have hall you back. Could you speak please? 4. £489 Imagine you take the following five calls. Listen and use one of the expressions above to help overcome each difficulty you come up against. Example: a Can you speak up, please? Class bonus In pairs, ole play various telephone conversations. ‘Sit back to back, or use your mobile phones to talk to each other. Choose formal and informal situations, e.g. ‘answering queries from an important cient, or asking 2 colleague for information. Decide on a situation and prepare your call frst, then practise. E tra practice Some companies have free numbers that you can call to ask about products and services. Think of some questions to.ask, then call and find out what you can. Use the language and strategies in this unit to help you. Why not ring 2. company after hours and listen to their recorded message? You could practise taking notes of the important information and sing backif you need to listen again, JAA Aa Can-do checklist Tick what you can do. |-can make and take calls effectively | can take and leave messages, | can overcome common dificulties when speaking by phone. Need more practice } | 51Look at these factors that help to contribute towards an effective meeting Tick the three that you think are the most important. There is a written agenda. [] The meeting is controlled well. [] The meeting starts on time. [_] People respect each other's opinions. [_] ‘There is sufficient time to get through everything, [_] Everyone gets to express their opinion, Everyone is there who needs to be. [] ‘The aims of the meeting are clear. L] ‘The meeting achieves its objectives. [_] Listening - Starting a meeting 1 €9 David is Managing Director of Avocet Industries, a large international chemical company. He is chairing an important strategy meeting. Listen to him start the meeting and complete the expressions he uses below. a Perhaps we can... det started. First as you all for coming td ° welcome this meeting is to b 4 e the agenda that 2 Write the letter of each expression (ae) next to the correct function (1-5). 1. referring people to the agenda [z] 2 getting everyone's attention [] 3 welcoming people [] 4 thanking people (] 5 explaining the aims of the meeting C] 3 What other expressions can you think of that you could use for the above functions? Make a list. 82 @ Work ana study Make a note of three things you need to do to chair a meeting effectively 4. €3 Now write T (true) or F (false) for each statement. Then listen again and check. a. The meeting will last two days. _T. Javier is the only representative from Spain. _Inessa interrupted her holiday to attend the meeting d. The meeting has been called because of recent poor performance. There are only two issues to discuss at the meeting.Shall we move on? Uphtd4 B Listening - Identifying opinions 1. (489 Listen to this extract from later in the meeting. The item being discussed is a proposal to close the company's operations in France and Germany. What does each person 1 Interupting think of the suggestion? Tick ” your answers. Sorey,.can.l come. in. ere? ARENAS 2 OSE eves pe 3 Making @ suggestion Inessa eh 3 €9 Look at the functions below, then listen again and write a suitable expression you hear for each function. Javier 4 Accepting a suggestion let 5 Rejecting a suggestion 2 Unscramble the expressions each person uses to give their of 4 Now look at these expressions. Match each @ t0/1/extent / some / agree one (a-e) with a function (1-5) above. | agree to some. oe oe on a | know what you mean, but b not / it / completely / I'm / to / opposed b Id like to say something if | may. [1] Seon are at — ¢ Tigo along with that. L_] © way / see /1/ pros / can / cons / each / and d We might want to... [] eI think that would be a mistake. [] d favour /it/ tm / of /in @ all /im/ the / keen / very / idea / not / on / at Did you know ...? A survey by the Wall Street Learning tip Journal found that most ‘managers spend an average of ‘When you ate in a meeting, you need to be sure you 1S hours a week in meetings, understand the opinions of those around you. but only 56% said the Listen out for key expressions like those in B above rows that can help you understand what people are productive! ‘thinking. If you can follow the discussion more closely, you'll be able to participate more, Focus on... the language of meetings Match each word or phrase (1-8) with a definition (ah). 1 agenda 2 to put forward a plan for consideration 2 to second \ . to express your choice or opinion (by raising your hand, etc) 3 minutes a lst of matters to be discussed vote d a formal suggestion to propose © a list of things that need to be done after the meeting motion f the person who leads the meeting action points g to formally give your support to a suggestion chair h awritten record of what was said or decidedUit4 4 Shall we move on? C Speaking - Acting as chair Speaking strategy: Controlling a meeting 1 Look at this list of things a chair has to do. Match each responsibility (1-5) with two expressions (a- 1 2 3 4 Deal with interruptions 2. Keep to the point _ a Speed things up Slow things down ‘Summarize the main decisions ren again to the extract from the meeting between David, Inessa, Javier and lan. Tick / the expressions in Exercise 1 that you hear David use. Speak up! Imagine you are the chair of a meeting. Look at the situations below. Use the expressions above to control the meeting. Example: a Yeu say: | don’t think Carol has finished yet. a Carol is speaking but Jeremy tries to interrupt b An important detision needs to be made and people seem unclear about the options. The aim of the meeting is to decide overtime pay but holiday entitlement is dominating the discussion, d You feel the discussion has focused on one point for to0 much time. You want to draw the meeting to a close. 84 @? Work and study | don't think [name] has finished yet I'm not sure that's relevant here. We need to look at this in more detail. Let's go over what we've agreed. Could you let [name] finish, please? Perhaps we should discuss this a bit more. I think we're di Shall we move on? OK, to sum up then ... Does anyone have anything else to add? g off the point a bit Sound smarb ‘ Using stress to emphasize a contrast J 1 49 Listen to this extract from the meeting Underline the words that an stresses. We need to expand our European operations, not dose them down! 2. 4D Now listen again and GirclOthe correct answer to complete the rules below. When you want to emphasize a contrast you should say the relevant words louder / softer than the other words. 3 Underine the words you want to contrast in these sentences, then practise saying the sentences stressing these words. Sales should be increasing, not faling. We need our staff to work longer hours, not shorter. We should be hiring staff, not firing them, We need more skilled labour, not unskilled labour. We need to be more competitive, not more expensive 82 Now listen and repeat each sentence. Try to copy the stress and intonation as closely as you can.Shall we move on? Upitd4 D Speaking - Avoiding conflict Speaking strategy: Being diplomatic Speak up! 1 Study these ways you can express your opinion in a softer way 3. Imagine you are in a meeting to avoid offending other people. Then match each example (ad) and want to express the with a strategy (1-4) you can use. following opinions. Use the 2 Your opinion: “The sales campaign was disappointing, strategies above to make You say: Would it be fair to say the soles campaign wasn't as good as your opinions sound less weld hoped? tical. b Your opinion: It was a terrible decision. Example: a You say: ’mnot sure itwas a very good decision. You say: Would i be foir to say Your opinion: “The sales figures were extremely disappointing that on the whole the You say: The sales figures seemed rather disappointing. product launch didn't go Your opinion: “The project was a waste of money. very well? You say: On the whole, the project didn't deliver good value far money. The product launch went badly. a b Sales have been terrible. Avoid negative adjectives by ative verb with a postive adjective peealeadlccins by Use ee La Customers think the quality 1 2 Reduce the strength of what you say, eg. extremely —» rather. ‘ 3. Tuma statement into a question. ... Peete 4. Use general and cautious language, e.g. on the whole, in general, tend to, d ie senior management are to might, etc. Ine: it The company's reputation has suffered a lot. 2 You can combine two or more strategies to help avoid causing offence. Look at the examples below. How many strategies can you find? Your opinion: These meetings are a waste of time You say: These meetings don't tend to be particularly useful Your opinion: Our performance was poor. You say: Would you agree that on the whole, our performance wasn't very good? (HAA AAA (Can-do checklist Tick what you can do. Can do { Need more practice | can identify other people's opinions, a& a | can contribute to a meeting as a participant. , 4 &¥ I can lead a meeting effectively as chair aw az | can express my own opinions diplomatically.EEESEETEY tiston anc speak © Look at these different ways of taking notes. Which do you think is best? © Do you use a system like the ones below when you take notes? em pints | Notes ‘ae penty | ens 2» ressg 4 A Listening - Do's and don'ts 41 €59 Listen to this lecturer give some advice to her students on taking notes in class. Make a note of the advice she gives in the chart below. decide what is important note everything Did you know ...? ‘The best time to review your notes is within 24 hours of a lecture, Studies show that after this time itis more difficult to remember important details, 860 @? Work and study Mace | Perak | events | importance 2. #189 Look at the questions below. Answer as many as you can from memory, then listen again and check. ‘a What does she say a lecture is not? What should you do to be an active listener before the lecture ‘during the lecture cin ways do lecturers often repeat themsehes? dd What four things should you do when you review your notes? © What two advantages does she mention of reviewing notes?Vd like to begin by ... Up it12 Focus on ... le Learning tip arrows, symbols and abbreviations calle alist Al You can use arrows, symbols and abbreviations to help reduce the ‘when talang notes. Decide what amount you need to write. Ths will save time and allow you to keep up 1s important and what is not Me lectin ‘and listen for any guidance the 1. Look at the arrows, symbols and abbreviations below. Match each ane with lecturer gives you. For example, a meaning (1-16). Reo er eee ses eg imp. temp. msg ¥ = 7 yr vs ete x 1 poss + C info something, and make sure you ‘ote the point down. 1 in addition to. 9 godown/fal 2 for example .. 10. a positive/good point .. 3 important .... 11 possible ... 4 and soon . 12 temperature 5. message .. 13 versus/against 6 7 8 g0 up/tise 14 the same as a negative point 15. information .. Century 16 year . You can also make up your own symbols and abbreviations to help you take notes more quickly. For example, @ (about/around), tk (take), lm (lear), ‘Make a list of non-standard abbreviations you like to use. Try to think of some more to add to the list, 3. Look at your notes in the De's/Don'ts chart. Can you make them more conase? B Listening - Note taking vA Listen to an extract from a lecture on the Chinese economy. After each section, pause the recording and choose the most suitable heading. 1 a China 40 years ago @ Background to economic success Influence of the US Growth statistics ‘A growing population Zz {A population on the move Economic deficiencies Labour costs More growth ahead 3 Future challenges Hi 3 4 5 cacecece 2 (9 Write each heading in place in the notepad. Then listen again and make notes under each heading. Be concise, numbering cs points, and using arrows, symbols or abbreviations where you can. 3. Review your notes. How concise are they? s Do they contain all the key information? Can you improve them? 87(Unf 2 Pa like to begin by ... C Speaking - Passing information on Speaking strategy: Talking about a lecture 1 Here are some expressions you can use to talk about a lecture and pass on information: Learning tip ‘The talk wes about ... / The speaker began by ...ing / Then she argued that ... / ‘A.good summary should not try After that she reviewed/mentioned ... / Then she went on to say that... / to repeat everything, but simply Finally she ... / | think the most important/interesting/relevant point was ‘cover the most important points, together with some details of Speak up! ‘particular interest to the person bd : giving the summary. It should 2 Give an oral summary of the extract from the lecture on China powrettorpented aan i you heard. Use your notes to help you. Soleceand end abetats D Listening - Summarizing 1 ©4439 Listen to two summaries of the talk you heard. Which cone (a or b) do you think is better? 2 ©4429 Listen again and make a note of the strengths and weaknesses of each summary. HAART ARRADT E Listening - Time for questions 1 (2 Listen to four people each ask a question 3. #49 Listen again to the replies and complete at the end of a lecture. Note the key point that _ the expressions that the lecturer uses to clarify each person (a-d) is asking about. what she means. a mass migration a. Basically, what | want b b suppose what Im... able Basis c ¢ The point !m.__. is a. In ather words, what fm is 2. #3 Now listen to the replies (1-4). Match each reply (1-4) with a question (a-d). 1 2 3 2 4. 88 @ Work and studyVd like to begin by... UMit12 F Speaking - Asking questions Speaking strategy: Asking for clarification 1 Look at the questions below and underline each expression you can use to ask for clarification. Could you explain what you mean by the biggest mass migration in history? b Can you go into a bit more detail on the cost of labour in China? What exactly are you getting at when you refer to the middle dass as the ‘backbone of China's success’? d Would you expand a litle on the impact of China's economic growth? Speak up! 2 Imagine you want to ask a lecturer for clarific the ideas below, and say your answers aloud. Example: a current economic position ~ more detail YYou say: Can you go into a dit wore detail on the current economic position? current economic position ~ more detail ‘economic superpower — explain? ‘draining effect of migration from countryside to cities ~ geting at? environmental cost of economic success ~ expand skill shortage — explain? f causes of rising inflation — more detail Learning tip Ti may be possible to take a tape recorder into the ‘Clasebonus Jectuze and record everything the lecturer says, This F ; Choose two volunteers from the clas to each give a nf ae rs oe shiot tak on any topic they like. The tak should last no pete ie bia one more than two minutes. Each speaker should tell the dlass the topic oftheir talk. Decide which talk you want to listen to. Then divde into E brapractice two groups and listen to the talk you chose, taking notes 6 to the website below and isten to a lecture that of the main points. When the talk finishes, compare your interests you. Note the main ideas and then review your notes with the other students in your group, Finally find nates afterwards by reading the text ofthe lecture. a classmate who listened tothe other talk and each give hntpy//mwasthersaorp/audlo/ asummay. : WHA Can-do checklist Tick what you can do. Can do | { Need more practice loan take effective notes in a talk or lecture. [ican give an accurate and concise summary of the main points. I can ask detailed questions for further information.Look at the graphics below. Which ways of presenting visual information can you see? Choose from the list line graph alow chert a pie chart abarchart adiagram atable a plan Ul Hilt 1485 25062 96S 95 9 & OLS CO 1012 A Listening - Charts and statistics 1 €%4 Kirsty McLellan works for the istry of Tourism in New Zealand. She is giving a talk to her colleagues on some recent research. Listen and number each presentation slide (2-c) above in the order (1-3) Kirsty mentions them. eee oe © 2 €889 Listen again. Tick ¥ the main topic of each slide. @_ The importance of tourism to New Zealand [] Intemational visitor arrivals [] Market strengths and weaknesses [1] The history of the Australian market [] Reasons for growth of the Australian market [] The importance of the Australian market [] ¢ New Zealand's secret of success [] Reasons for travel to New Zealand [_] ‘The best place for a holiday [] 60 © @° work and study EE Ree an a0 3 Answer these questions from memory, then listen again and check. @ Which four countries do most tourists come from? factors have helped the Australian market? © What is the predicted rate of growth? fe What does VFR mean in the bar char?Let's take a closer look Up it13 Focus on ... uf describing statistics 1. Match each word or expression (a-h) with a graph (1-8). 2. Match a verb in A with a verbiin B a increase sharply.8. b goupslghtl,... c fluctuate... d fall steadily... which has a similar meaning, e recoverwell.. f drop dramatically. g level out... h remain steady. A 8 1 climb: a even out : a ° . 2 decrease, b teach Peewee). esac taace 3 pick up c getworse ar 4 stabilize d tise 5 deteriorate e decline 6 getup to f improve B Speaking - Presenting detailed information Speaking strategy: Describing 3 Look at the slides below from the next part of Kirsty’s talk. charts and graphs Imagine you are giving the talk. What can you say about each slide? 4 5 Complete these expressions You i515 snials (ome) can use to introduce information 200506 — 200607 — 2007/08 — ona chart by adding the correct el | sh Fajitas Teal words. ml L ~~ staal shows As you notice at = il this chart draw can see 2 ss T 2 You'll notice... that ~—— — b You can see from _.. that, Ojon dul Aug «Sap Oct sNov (Doe dane Wer Apr May This graph d What we ‘Total expenditure (SNZm) Negi Nes e ‘an see from ; furl —_feronst f our attention Tepe ray t 2 = = a op { =| Speak up! I eh se a 0 6 6 2. Repeat Kirsty’s talk on tourism in New Zealand in your own r . words. Refer to the presentation _{rowth n visitor aval) slides on page 60, and use the a Beams language above to help you. " a a | Did you know ...? pa ‘ t Experts say around 80% of what we i ih il Jeam is leamed visually. Using visual ell Q | a {| ls aids such as graphs and charts is an © ‘extremely effective way of = is getting your point across. =. 0 2 wUnft43 Let's take a closer took Sound smart Mentioning several points 1 €449) Listen and notice the intonation in this sentence. People come to New Zealand to go sightseeing, do outdoor activities and go ‘try to explain the inform shops ‘in each chart in a clear and methodical way Introduce Now €irdd3the correct words to complete the rule. ‘each chart, and use plenty. if you want to list several points one after the other, your voice should go up / ‘ofsignposts tohelp the down on the first two examples, and then go up / down on the final example. audience follow winat you (€38 Listen again and practise. Me Sey ee ee Look at these statements and predict where your voice should go up and down. a. Great Britain is made up of three countries: England, Scotland and Wales. b Wales is popular for walking, its great beaches and its many castles In Scotland tourists visit Edinburgh, Loch Ness and enjoy the great scenery Popular tourist destinations in England are the Lake District, Cornwall and of course London. London's top attractions include the London Eye, the Tower of London and Buckingham Palace. ‘Three popular museums are the National Gallery, the British Museum and the ‘Tate Modern. (©8 Listen and check. Then listen and repeat each sentence. Try to use the same rise-rise-fall intonation. C Speaking - Using signposts (1) Focus on. ab Ci Speaking strategy: Linking ideas expressing contrast 1 Write each word or expression next to the ae prec uncueh a. The company's profs were good although /espi=) although also furthermore however a slow start in addition whereas despite rrinréter b We decided to expand our European operations even though /in spite of advice to the contrary. Linking supporting ideas: in addition, ¢ The results were poor. Honever, / Even though there Contrasting different ideas: 0. were no redundancies. Although / In spite of performance was rather disappointing the board remained optimistic. Speak up! The management had @ pay rise, whereas / in spite of the workers’ salaries were cut. f However / Even though we have reduced our prices, sales have not gone up. 2 Imagine you are giving a presentation. Introduce the information on each chart and link the ideas. Example: a You say: As you can see from this chart, sales increased. in April and. furthermore. profits also went up. 2 ppteesuts ayes c sales sales Prats oma — \ profits 62 — @> Work and studyLet's take a closer look Upit13 D Listening - Using signposts (2) 1 You are going to listen to a presentation on 2. @429 Now listen to four extracts from the ice cream sales. Before you listen, look at the presentation and tick / any expressions in functions below and make a list of expressions your list you hear. you might hear. a Explaining causes and consequences ........ 3. @429 Listen again and write any expressions you have not already noted. Write each ‘expression below the correct function. b Giving an example . Repeating the same idea - dd. Summarizing the main points E Speaking - Making your point Speaking strategy: Giving verbal cues Speak up! 1. Match each expression (af) with a function (1-3). 2 Imagine you are giving a presentation. Use the ideas a. The crucial point here is pie Beet below to finish one point, 1 Finishing one point b...... else us start another and emphasize 2. Starting another point a e f The thing to remember is important points, 3 Emphasizing an important point... Lets move on to Examples 0 f Ive told you about YYou soy: OK, s0 we've looked. a turnover. Now tek me tum to sales. The thing to Class bonus E brapractice eer e 1 Prepare @ short talk on a topic Listen to a talk in English on the \! you know a lot about using ate eae eae ayimored —— apis, aes vee cnc nee much smaller 2 ewe presentation to the es nee i b_ productivity / profit corporation cass. Use the language end es tax up 2% strategies in this unit to help staff levels / salaries - no pay you. cals rises for two years d_ domestic maketing / intemational marketing — big cultural differences workforce / management ~ fewer women than men {HHH IAAI AAA Can-do checklist Tick what you can do. { Can do Need more practice {can understand detailed information and statistics. | 8 | can describe information in charts and graphs clearly and concisely. | s |/can use signpost words to link ideas effectively. Bir 63Umiitei4 Can you expand on that? \Wite T (true) or F (false) for each statement Have you ever been to a seminar? If so, what do you a Asseminar is an opportunity for a group of students think of serninars? Tick 7 your answers. to explore various topics with a teacher. like seminars. | enjoy debating issues with other b Students often take turns to give short talks. students. [1] € There isa lot of discussion. Students should I think seminars are a waste of time. | want to lear express their opinions openly. from a teacher, not other students. [] d The teacher can take a ‘back seat, leaving students Hind it hard to express my opinion in a group. [] in contro. d. Seminars are frustrating because one or two people always do all the talking. (_] Seminars are fun but | don't know if they help me learn anything. [_] f | don't like to argue with people. | think it’s rude, []) Listening - Following a discussion 2 Now answer these questions. @ Is the discussion well- balanced or one-sided? b isthe tone of the discussion friendly, heated, or abit of both? ‘© Does everyone get an equal chance to express their opinion? Learning tip ‘When you are trying to follow a discussion between several 1 ©%9 Listen to this extract from a seminar. What do you think is Teo eee een the main topic that the students are discussing? ‘tndividuals ot epecific detatls too: : much. Try to ‘step back’ mentally, a The decline of minority languages and notice how the discussia1 b The benefits of language education eee ee © The preservation of languages the Gatieral ow of ihe aiscuton dd. The role of goverment in language development Ricrnengean ace The problem of poverty throughout the world 64 @ Work and studyCan you expand on that? Upitid 3 €19 How does the discussion develop? Look at these areas (a-e) then listen again and number each in order (1-5). a conflict between saving peo examples of dying languages reasons to protect languages [_] d_ reasons not to protect languages [] languages that are reviving [_] and saving languages [[] 4. ©&@ Answer these questions. Then listen again and check. According to the UNESCO report — how many languages are there in the world today? — how many are in danger of dying out by 2100? .. b_ Where do speakers of the Ainu and Maori languages live? How many Welsh speakers were there in 1991? How many are there dd What are the arguments in favour of ‘language revitalization’? What are the arguments against language revitalization B Speaking - Expressing your ideas Speaking strategy: Disagreeing politely 1 Look at these extracts from the seminar cussion. Which expressions (1-4) can you use to... disagree about facts? disagree about opinions? oo | don't quite see it like that .b. [think you might be mistaken on that point... Vm not sure I agree... | dor't think you've got that right. hun Sound smart Sounding polite ‘As well as being careful with the language you use, you can also try to make sure the way you say something sounds polite, 1. €¥89) Listen to this sentence spoken twice. Which way (Aor B) sounds more polite? Why? | think you might be mistaken on that point. 2. 468 Listen to each of these sentences repeated twice, Girclewhich is more polite, A or B. I'm not sure you've got that right. A That's not quite how | see it A I'm not sure | agree. A Somry, can I finish what | was saying? AB €£ Now lsten and practise saying each sentence politely. Speak up! 2. €&9 Imagine you are in a seminar. Listen and use the ideas below to disagree politely about the facts you hear. Example You hear: English is the most widely-spoken language in the word. | don't think you've. got that right. | think it's Chinese. You say: ‘Chinese 3,500 years ago cone third top to bottom, and right to let Basque Portuguese 3 © Now listen and use the ideas below to disagree politely about the opinions you hear. Example YYou hear: a. English is a really difficult language to Learn. YYou say: tim rob sure | agree. | think i's quite easy quite easy depends on the individual too expensive less interesting dosely connected more peopleUnlitd4 Can you expand on that? C Speaking - Making sure you understand Speaking strategy: Asking for more detail 1 Underline the expressions you can use to ask someone to explain a point in more detail. ‘Do you think you could say a bit more about that, please? I'd lke to hear more about the impact of English on world languages, if possible. Do you have any specific details about the decline in minority languages? Can you give an example of a language that is enjoying a revival? Speak up! 2 Look at the situations below and ask politely for more detail. Example: a You say: Do you think you could. say a bit more about the impact cf English on other languages? a impact of English on other languages? b endangered languages? language revitalization? d rate of dedine of minority languages? threats to African languages? future of language development? D Listening - Asking effective questions 1 You can repeat a questio a different way to make sure others understand what you are asking, or to focus your question more precisely. Use these words to complete the expressions you can use below. words asking Basically another suppose nus td lke to know what | want to know is... 1 Inother.. 2 wih, 3. I guess whi 4 To putit s way what 'm driving ats... 2 €%3 Now listen to questions 1-5 and check. 3 43 Look at the questions (a-e) below. Then listen and match each question you hear (1-5) with an ori inal question (a-e). a Will English always be the dominant world language? [_] b What are the main reasons for the success of the English language? [1] c Ist unavoidable that certain languages die out? [] Do you think all languages have equal significance? C] © Why do you think the issue of language revitalization is not more in the public eye? [_]Can you expand on that? Unit14 E Listening - Participating effectively 2 Now match each expression (a-l) with a 1 €43 Listen and complete each expression. Sea Then listen and repeat. 1. Ask someone for their opinion [i] de a "i eoeeny tal aL 2 Ask someone to explain what they mean [] b agree with som _ said, souk pena 5 i Seat 4 Stop someone from interrupting you ] e Tats, 5 Apologize for misunderstanding someone [] ; 6 Ty to get the discussion back on target [] - 7 Agree with someone [_] , 8 Disagree with someone a 9 Party agree with someone j Toe a 10. Check you've understood [_] 11 Say someone has misunderstood you [1] eng onl 12. Give your opinion strongly L] t cant, oe Add any other expressions you can think of for these functions. Can-do checklist: Tick what you can do. 1 can follow the development ofa lively discussion. | can express my opinion and disagree politely. I-can ask for more detail if necessary. | can use a range of techniques to participate effectively. eoESPEN listen and speak © Would you lke to study abroad? © What country would you go to? © What would you study? A Listening - Making plans (€%3 Listen to Stefania from Italy and Habib from Saudi Arabia each talk about their study plans for the future. Make notes, and find three goals they share. B Speaking - Talking about your study plans Speaking strategy: Describing plans in detail 1 Look at these expressions you can use to describe what you are going to do and hope to achieve in the future. | plan/aim/intend to My/The (main) focus/goal/purpose is to... I hope/expect itll help me to... What | hope to achieve/accomplish/get from this is 2 fen again to Stefania and Habib. Tick ” the expressions they use. Speak up! 3 Look at the advertisement for San Fransico Language Center. Imagine you are going to study on this programme. Talk about what you are going to do and what you hope to achieve. 68) © @ Work and study ane 2 SAN FRANCISCO LANGUAGE CENTER American Language and Culture Program Dates: July/August Accommodation: live with a host family = Improve your English 26 hrs per week, practise communication skills, become more confident - discover the real US learn about US culture, history, people, lifestyles = make new friends with people from all eround the world! Class bonus Make a group and talk about your study plans, What do. you plan to do? What do you hope to achieve?It'll help me get a good job Uniti S C Speaking - Seeking advice Speaking strategy: Asking for opinions and recommendations 1 Look at the expressions below you can use to ask for opinions and recommendations. Would you recommend ...ing Do you think its worth ...ing? Is ita good idea to ...? Do you think | should What do you think of Speak up! 2. (458 Imagine you are thinking of going on a study trip to Britain. Listen and use the ideas below to have a conversation with your English teacher. Ask for your teacher's opinions and recommendations. Example You hear: Yes, do you want to ask me something? a You say: Yes. Do you think it's worth going to the UK next summer to study English? UK next summer — study English? 1 month or 2 months? London or Cambridge? host family or hotel? 15 or 28 hrs per week? General English or an exam (JELTS/TOEFL)? US or Australia instead? a-eance D Listening - Understanding course requirements 1 €49 Imagine you are starting a business course at college in the professor and write T (true) or F (false) for each statement. a There are five written assignments. _F. _30_% Mid-term exam Some assignments can be handed in late. .. United States. Listen to the college Module 3.2 The development of the EU Grading system —_— % Final exam —____ % Written assignments —__ % Oral report ‘There are two exams. .. Students have to do @ 20-minute oral report. . e There are 25 dasses. Ibis possible forall students to get ana 2 © Listen again and complete the form. % Preparedness/participation Grades 3 €529 Now answer these questions. Then listen once more and check. a How many per cent of the final grade b_ How are the exams organized? .. ¢ What is the format of the oral report? dd What is the attendance requirement? does each written report represent?Umit415 1 help me get a good job E Listening - A tour of the library 1 €489 Robert Armstrong is a librarian at a university library. Listen as he shows a group of new students around the library. Find three mistakes in the information below. Library opening times: Guring term) Mon-Fri an No admittance 2 €&9 Now listen and note what you can find in each of these sections of the library. Reading Room articles and. journals b North Wing ¢ Green Room South Wing 3. €89 Answer these questions. Then listen again and check. Which locations contain material for reference only? What must you have to use the online catalogue? — Did you know ...? Cambridge University Library is one of the biggest in the world. It contains over eight tiliion books, and every year a further 120,000 books and 150,000 periodicals are What can't you find using the online catalogue? 4 €49 Listen to the final extract of Robert's introductory ‘added to the collection. There are ‘tour, and complete the chart. ‘over 100 miles a ee ’ z Learning tip | ‘Some people naturally speak more quickly. than others. When someone speaks eins oc " quickly, don’t panic, listen closely for key Research students cscs tes words, and check your understanding by ‘asking for clanfication, 70 @? Work and stuayF Listening - Asking about services 4 Think of some questions you might like to ask when joining a library. €%89 Listen and complete each question. Tick the questions you thought of. 2 How exactly do | go about searching for.a. book? (] How do | know once I have its location? (] Gan | « _...on my laptop? [1] d Gant. elu, ADS) What if the library doesn’t f 8 h What's the charge for... Do staff. wo) Can | get any help oi 2 Listen to Robert answer each question. Match ‘each question (a-h) to an answer (1-8). 1s 2 3 4 : 6 7 8 3 Now look at the statements below. Write T (true) or F (false) for each statement, then listen again and check your answers. You can access the Internet at various locations. _T. InterLibrary loans vary in cost depending on your status... You don't need to pay for the Research Skills programme... You have to complete a Request form if you want to make copies... You will need lots of time to get used to the system. __.... The place to ask for help is celled Library Enquiries. . The system of fines for overdue books is quite lexble Books should never be left on the dests. aoge checklist Tick what you can do. {can talk about my study plans in detail. | can ask for opinions and recommendations. |.can understand detailed course requirements. |/can ask about and understand a library's services and procedures. I'l help me get a good job Uit15 Sound smart ‘ « Intonation in questions $ 1 5489) Listen to these questions. Does the speaker's voice go up or down at the end of each one? a. Is it OK to borrow these five books? b How long can | have them for? © Do you know how | can get to North Wing 4? d. What time does the library close? Complete the rules using the phrases below. begin Wh- have a Yes/No answer Questions that __ usualy have fsing intonation. Questions that intonation, (€489) Look again at the questions (a-h) in Section F, Exercise 2. Predict the intonation, then listen and check. __. usually have falling €¥89 Listen and repeat each question. Try to copy the same intonation. E bra practice Go to the website ofa library you know, or try one ofthe links below. Take a Library Tour! Listen to the audio guide and watch any videos of the services each library offers, http://wnenelac.uk/ibrary/podeasts/ http://wwlibrarysunderland.ac.uk/podcasts hhup://wwwelibranyjhu.edu/podcasts/index html, http://www.wku.edu /library/libtour/ IH ( Need mare practi¢e ”Look at the interview tips. Wite Do or Don't next to each one. Now tick ¥ the three Do's and two Don'ts that you think are the most important. Listening - Getting off toa good start 1 6462 Maria Kelsey is a careers counsellor and expert interview coach. Listen as she gives some advice on giving an effective interview. How many points in the Top interview tips does she refer to? % Top interview tips _ appear interested only in the salary and benefits _...... Pear over-confident or superior. tive punctually. ctiticize your current employer or colleagues. dress smartly. look at the walll or floor when you talk. mumble or fail to finish sentences. research the company beforehand. show enthusiasm. tallor your CV to fit the joo Did you know ...? ‘The first 90 seconds can make or break an interview, Make a good impression by dressing professionally and giving a firm handshake. Look the interviewer straight in the eyo, and smile! 2. (1 Now listen as she discusses what to say in an interview. Complete the notes. — Do not talk about wour personal fe ~ Talk about any relevant — Mention any... = Mention any skills or = Explain what you at relate to the job. you have. -to the organization, Listen to three candidates in an interview answer the question Can you tell me a little about yourself? Look at the notes above and tick / who you think gives the best response. Juan Mark [] Amelia F] 4 €4@8 Listen again and note the good and bad points to each person's response. Juan good: talks about qualifications and. experience. Bad Mark good: al = bad... see ‘Amelia good: .. Bade oa.I work well under pressure Up it16 B Speaking - Beginning an interview Speaking strategy: Talking about yourself 1 Look at these expressions you can use to talk about yourself and your experience in a job interview. 2 As you can see from my CY .. b | graduated in (subject| from [institution] Ive gota lot of experience in d_ I think I'm good at ... ¢ Id realy like the opportunity to 2 #68 Listen again to Juan, Mark and Amelia. Match each person with the expressions they use. Juan Mark Amelia Learning tip Ifthe interviewer asks Can you tall me about yourself? or Could you all me through your C.V.?, then talk about your qualifications, skilis and abilities and use the opportunity to explain any gaps in your CV. Play to your strengths and try to dizect the interview by mentioning the things you want the interviewer to ask about in more detail. Speak up! 3 Prepare a one-minute answer to the question Can you tell me a little about yourself? Make notes. @ you are at an interview and give your answer to the question. If possible, record what you say and listen to yourself afterwards. Can you identify any areas you could improve on, ¢.g. grammar, pronunciation, etc.’ Focus on ... personal qualities and skills 1. Match an expression in A with a similar expression in B. B A 1 | work well under pressure. a. | get along well with everyone. 2 always meet deadlines. ae like to think of ways round problems. 3 1am a good people person € keep a clear head and never get imtable. 4 &: Lam an excellent communicator. lam an effective troubleshooter. d. I make sure | finish reports on time. Lam very good at putting opinions across. 2. Write P (positive) or Ni (negative) next to each personality adjective. independent well-organized (] opinionated boastful a strong-minded [_] domineering [_] tactful Oo creative fe vain Ey determined =] 3 Choose expressions from Exercise 1 and adjectives from Exercise 2 that best describe your personality. Now make a list of your strengths and practise talking about them, 73UWnlt416 1 work well under pressure C Listening - Knowing what employers want 1 (4 Listen to Maria Kelsey talk about the skills employers look for. Number each skill area (a-e) in the order she talks about it (1-5). a Research skills [] b Interpersonal skills ¢ Problem solving skills (] Leadership skills [1] € Organizational skills 7] 2. €468 Listen to five questions that employers sometimes ask and match each question (1-5) with a skill (a-e) that it aims to uncover. J ratiesl deRtcl neTasess oa Se 3. 9 Raj is having a job interview. answer each question. Tick 7 your impression of each answer he gives. (a Ok 4 €489 Listen again to each of Raj’s answers and note the reasons for your impression. 74 @P work and study isten to him Sound smart Sounding confident A confident speaker speaks clearly. doesn't speak too fast pauses where appropriate. has good pronunciation, has a natural stress and rhythm. doesn't mumble. doesn't hesitate, €479 Listen to three people each answer a different question. Tick ¥ who you think sounds the most confident, Speaker | [] Speaker? [] Speaker 3 [] €99 Look at the recording script on page 97. Listen again to the most confident speaker, Repeat as closely as you can Read the three questions the interviewer asks and Prectise answering each question. Prepare your ‘answer first, then try to sound as confident as you can, IF possible, record yourself and then listen to yourselt Learning tip Ifa question is confusing, ask for clarification by saying I'm sory I don't quite get your daft or What do ‘you mean exactly? Don't be afraid to pause for a short while if you need time to think. Did you know ...? Itis polite to maintain good eye contact with the interviewer It shows you ate confident and helps to make a good impression.I work well under pressure Um iti6 D Listening - Dealing with difficult questions 1. €429 Listen and match each speaker with the question they are answering. Learning tip Speaker 1 What do you think is your greatest weakness? Iran interviewer asks about Speaker 2 Tell me about a time you failed badly at something a weakness or failure, be Speaker 3 if you like your current job, why do you want to leave? ‘positive and focus on what you Jeained from the experience 2 579 Look at these three strategies for dealing with difficult Say how you would do things questions. Then listen again and match each speaker (1-3) with differently next time and don't be the strategy (a-c) that they are using. intimidated. Don’t try to cover up a Show a desire to keep learning and developing, mistakes, Always tell the truth! b Talk about a weakness that is actually a strength. ¢ Show that you have strategies to deal with the weakness. .. 3 Each speaker answers their question well. How would you answer each question? Class bonus 1 Prepare to rale play a job interview. Decide with your partner what the job is and who will be the interviewer/candidate. Interviewer: Make alist of questions to ask. You can use the questions in this unit to help you. Candidate: Prepare for the interview. Anticipate what questions you may be asked and practise your answers, Use the guidance in this unit to help you. 2. Now role play the interview. When you finish, swap roles, E brapractice Role play an interview with a friend and record your interview. Then replay the interview and see how well you did, What are your interview strengths anc weaknesses? How can you improve your performance? WHI AAA AAA Can-do checklist Tick what you can do, Can do Need more practice | can talk about myself and my strengths. | { can sound confident and make a good impression. I can deal with difficult questions. 75Section 1 (82 Listen and reply to each statement you hear. your answer. I show you what | mean, | do apologize for the mix up, You could try replacing the cartridge. \ don't quite see it like tht. tim very somy for the delay, | think we have a bad connection, Is that correct? | completely agree. Yes, that’s right. ogew oven oceo Can I leave a message? Do you know wien she'll be back? I'm sony, she's out ofthe office right now. No, I'm not. That's fine. Yes, that’s fine. That's not really what | meant. aceon oe en Yes, let's. Il get onto it immediately. ‘What exactly are you getting at? {have no problem with that. {1m not sure you've got that right. Yes, to show you what | mean oganagcag Yes, of course Right let's finish there then, ill see what | can do. ngae "put you on hol How are you getting on with that? © I can come back later. coo 10 ‘a You could try asking for help. b fm not sure | agree. © That's the way I feel, too. 76 @?Work and study Section 2 (© Read each situation. Then listen and tick / the best reply. 1 Aclient complains their order hasn't arrived yet. What do you say? aO +O -O 2 Acolleague's computer doesn't work and you want to ‘suggest a solution, What do you say? aH bO cD 3A dient asks to speak to your colleague. What do you say? eH b-O -O 4 Sales figures are falling badly. What do you say to your boss? a eOcO 5. You are staying in a hotel and phone reception to ask for a late check out. What do you say? eH bO <0 6 You are listening toa lecture and want the speaker to say more about a certain point. What do you say? aH bO ce OD 7 You want to disagree with someone without causing offence. What do you say? eObOcO 8 You ask customer to be patient. What do you say? e060 «O 9. You can't hear the person on the phone because a train is passing. What do you say? a ’OcO 10. You are speaking when someone tries to interrupt. What do you say? aD bO ceWhich of the following is not a good way to ask for help from a colleague? a | coud really do with some help to finish this report. Help me finish this report. It would help a lot if you could give me a hand. You want to ask for someone's recommendation. Which expression should you use? 2 Do you think it's worth ...ing? b Illget onto it immediately. ¢ Could you tell me about that? Which of these expressions should you use to tell a caller someone is unavailable? a Ill put you on hold for a mament. b_ tim sory she's on another call right now. Who can I say is calling? ‘When listening for the main idea, you should focus on individual words and phrases. b try to take notes of everything. ignore small details and think about the big picture, You want to promise a customer you will take action. What do you say? a til ask someone to call you b Illsort it out right away. c Please give me a moment. When listening to someone, you should ‘a ask the speaker to repeat if you don't understand. b aim to understand almost everything. pretend if you haven't understood. Which is the most polite way to express a disagreement? a. | think you're wrong. b That's not right at all ¢ I'm not sure | agree. When taking notes, you should ‘only use standard abbreviations. b_ use any abbreviations you wish, including your own. ¢. only use abbreviations where necessary. Which ofthese is not a good way to prepare for a telephone conversation? a Make a list of points to cover. Have a pen and paper handy. Start eating a sandwich. Ifthe person you want to speak to is not available, what can you say? Do you want her to call back later? b Can| take a message? Can you tell her | called? Units 7-16 Review2 Section 4 Read each statement and write your reply. 1 Tell me a lttle about the company you work for, please, Your hotel room has a shower but you want a room with a bath. You call reception. What do you think of that suggestion? You want to remove a stain from your jacket and go into a shop. What do you say to the assistant? What are your strengths? You think the latest sales campaign was a complete disaster. Be diplomatic You want to introduce the new marketing manager, Mr Stevens, to your colleagues John and Lizzie You need some help to move a large filing cabinet. Imagine you work in the Accounts department of a large company. Describe your job. Your boss is on the phone but you need to interrupt to ask an urgent question, 7This Appendix contains alist of expressions which are useful when carrying out the listening and speaking tasks in each unit. The expressions are divided into Things you can say and Things you might hear depending on how they are practised in the unit All the expressions are recorded on the audio CD. ‘You can use this Appendix in the following ways. Before you begin each unit 1 Look at the expressions and use your dictionary to check the meaning of any words you do not understand. 2 Look at the expressions, but ty to work out the meaning of any words you do not understand when you see or hear them in the unit, This is more challenging, but itis @ very useful skil to practise. After you complete each unit: 3 Look at the expressions and check that you understand. Ty 10 think of diferent examples using the same key words. Find the key words and expressions in the audioscript to see them in context 4. Listen to the expressions, and notice the stress and rhythm of the speaker. You may want to mark sentence stress in 2 highlighter pen. Listen again and repeat each expression, practising the stress and rhythm, 5 Listen again to the expressions and notice the pronunciation of any difficult words. You may want to mark. word stress in a highlighter pen. Listen once more and repeat each word, practising the word stres. 6 Cover a column, then listen to each expression and repeat from memory. This helps to focus your listening. I'ma friend of Tim's. Great party, ist it? Did you see the news lastnight? \'m going away on business next week I'm free tonight, What's your new place like? How long have you worked there? They say London is a really fun city. ‘That's marvellous! Unite ees ‘What did you get up to at the weekend? How's work going? So, how are the family? I's been hot today, hasn't it? How long will you be awey for? They arer't from here, are they? We work together in the same department. What a pity! How awful! De ieee 1m interested in the Can | have a closer look, please? Can you explain what .. is? Sony, what does hotspot mean? What's the battery lifelike? Ian check email as wel, can't What is this keypad for? What does that button do? If you give me a discount, then Il buy two. No thanks. | think fl leave i Hltake the extended warranty option, tl pay in full now. \'m not sure i's working properly The thing is, it keeps crashing all the time. 73 its got al the latest software. The picture quality is amazing. You can download video games, to. ‘There's 10% off everything. All our computers are on sale this week. It for people who want to spread the payments. This one is pretty popular. We have a special offer on at the moment. | think we can work something out. ‘The manufacturer's warranty is a year.eee {fd lke to book a check-up, please Tm not registered at your practice. I'm here to have a blood test. ve had a spliting headache all morning. Its killing me. lve had a high temperature for a while now, eel dizzy and nauseous. Ihave stomach cramps and ciarthoea, I can't seem to switch off I'm very lethargic. eel weak and dizzy. So I need to take two spoonfuls, twice a day? So you mean | should finish the course? Unite eee There's something wrong with this printer. ‘The air conditioning keeps making a funny noise Do you know what's wrong with it? The battery may be dead You ought to call a plumber. tt won't take five minutes. ‘The batteries might have run out. it cost a fortune. ‘You really should get this fixed. Units Can | extend my stay i | decide to study longer? Somy, what exactly does ‘entry clearance’ mean? Can you explain what ‘Schengen area’ means? I need a job to support myself while m here. Unite ee That statue's very impressive. That's a fantastic view. Is this place famous for anything? I'm starving. Is it easy to get around? Where's the best place to go for a night out? | like wandering around street markets. It's well worth buying a weekly tourist ticket. lize! Useful language /2\)5 5 i We try to see everyone within two days. We can fit you in at 4 pm, You need to fill in this form. Just drop in anytime. We da vaccinations as well We have special cinics for diabetes sufferers. ies alin this leaflet You have a mild case of the fl I think you're suffering from depression. Take a couple of tablets every four hours or so. That should get rid of i See me in a month. fie The car won't start. The battery might be flat. Is not running properly. What a drag! You'd better call the garage quick could be the cable. Itmay be the fuse. It might be the monitor, | suppose. Itlooks like the pump might need replacing, I daimed on my household insurance. fete You need to fil out form VAFT Have you got al the supporting documents? You should check yau are eligible before you apply You need to send the documents by registered mail EAA stands for European Economic Area. You need to supply your birth certificate. fen eeee tm not really into clubbing. ‘That patk is handy for joggers. It's popular for walking dogs, too. You should definitely go to Fisherman's Wharf. You mustn't miss Chinatown, You really ought to visit the museum here. Ws hardly ever hot enough to sunbathe. ‘The accommodation is quite reasonable. 194 Useful language UAT Jb Ce AM AALS I just need to check a few things. How can |help? | wonder if you could provide ...? Let me just get my booking sheet. Could you possibly provide ...? OK, fre away! Vd be grateful if you could do this for me. All our rooms are accessible to wheelchair users. Id appreciate it if you could help me. These rooms can manage @ maximum of fifteen each, if possible we'd like to have a late check-out I'm sure we can do that for you. | need something to put these posters up. I see what we can do. Have you got anything for removing stains? How are you getting on with that? Sorty, are you in the middle of something? Ill get someone to help you out. | could really do with a hand to finish this. Units fee ee ee tim looking forward to working with you. Let me introduce you to the rest of the team. | work for a large finance company. 11d like you to meet our marketing manager. {fm in charge of professional development. We aim to grow our share of the market. {'m responsible for hiring and firing. Last year our turnover was in excess of £250 milion. My main responsibilty isto set targets. We pride ourselves on being at the forefront of technology. ‘My job involves taking tough decisions. ‘Our overriding objective is to deliver quality products. I manage a group of ten people. The CEO is in charge of three divisions. t'm interested in research and development. The President has control of four divisions. Im mainly concerned with quality contro. Unite en I need it urgently Paul speaking. How may | help you? How can we sort this out? 1m very sony for the delay. Can you post the order special delivery? 11do apologize for the mix up. | think the air conditioning's on the blink again, Please give me a moment and tl check. I-can't get this fax to go through: Could you bear with me a moment, please? The computer keeps crashing. t'm affeid your order hasn't been processed yet. Have you any idea what this symbol means? i'm sorry but there's been an administrative error, You could try pulling that lever. Il get onto it immediately tt might be worth changing supplier. 1 sort it out right away, Have you tried asking a technician to look at it? You'd lke delivery on Friday, is that correct?Unit10 Would it be possible to speak with Mr lones, please? Is Joanne there? Will he be avaiable this afternoon? Do you know when she'll be back? Please don't put me on hold. Gan you ask him to call me? Can you say | called? Sorry, can you run that by me agein? | think we have a bad connection. timin favour of it | agree to some extent. 1m not very keen on the idea at all. tim not completely opposed to it, but. | see your point, but .. | can see pros and cons each way. I can't agree to that, 'm afraid. Somy, can | come in here? I'd lke to say something if | may. Would it be fair to say thet wes a mistake? Unit12 ee Could you explain whet you mean by ...? What exactly are you getting at? Gan you go into a bit more d Would you expand a lite on ..? ‘The talk was about The speaker began by .. I'm afiaid he's in meetings all morning, She's out ofthe office at the moment. He should be available after lunch, She's on anather call at the moment. I put you through right away. Soy, the line's engaged. Would you like to leave a message? Ill make sure he gets the message. ie ee Perhaps we can get started The purpose of this meeting isto . You can see from the agenda that... How do you feel about that proposal? Tony, what are your thoughts? Could you please let me finish? Perhaps we should consider closing the factory down? have no problem with that. Does anyone have anything else to add? Shall we move on? U think we're diifing off the point. fis Id like to begin by By that, Imean ... ‘So, now I've covered that Il start with Basically, what | want to say is... | suppose what I'm driving at is... The point 'm trying to make is... In other words, what t'm saying is atfo toe ee ‘To put it another way You can see from this chart that ln other words This graphs shows that In short. What we can see here is To sum up, then AAs you can see from ... To show you what | mean. Let's take 2 closer look at .. Id like to draw your attention to ... ‘As you can see from this forecast, You'll notice that... te told you about ... so let's move on to ... Now welve looked at .. let me turn to The thing to remember here is The crucial point here is... Unit14 ene ee een Do you think you could say a bit more about ...? I don't quite see it Ike that. Id like to hear more about ... That's not quite how | see it Do you have any specific details about ..? tim not sure | agree. Can you give an example of ...2 I think you might be mistaken on that point. In other words, Id lke to know why... tim not sure you've got that right Basically, what | want to know i I don't think you've got that right. | guess what I'm really asking i I think that's a good point. | agree with some of what you've said... Sony, can finish what | was saying? That's not really what | meant. | don't really go along with that That's the way I fee, too. So, what you're saying is It just depends what you fancy. {plan to go to the US. Each report will have equal weighting. My main goal is to improve my English. ‘We have wireless hotspots dotted around the place. How exactly do | go about searching for a book? The fine for overdue books soon mounts up. ‘What's the charge for overdue books? Can | access the Internet on my laptop? Unit16 Thing eee | graduated in Hotel Management from You should try to play to your strengths. I think Y'm good at working in a team, Employers look for people who can relate on many levels, | work well under pressure, You need to be a good people person. I'm an effective trouble-shooter. They want people who can act on their own initiative. | always meet deadlines, It shouldn't take you long to get up to speedSound smart Sound smart gives additional guidance to help you develop your pronunciation skills. You will find Sound smart activities in most units of this book This Appendix contains a list of the pronunciation areas covered in Sound smart at this level. You can use this Appendic in the following ways: 1 Choose a pronunciation focus you want to practise. Go to the unit where the Sound smart section appears and practise again. 2. Find a pronunciation focus that you think is especially useful. Practise once more, but this time record yourself and listen afterwards. ry to identity areas you can improve. 3 Practise again, but this time listen toa different recording. Look in the aucioscript fist to finda suitable recording. Practise each pronunciation focus in Sound smart several times. The more you practise, the better your pronunciation wil become. List of pronunciation areas covered in Sound smart, Indicating emotion The schwa /a/ Using stress to correct misunderstandings Exaggerating Stress and rhythm Titel) Detecting mood ta Word stress EIN Linking /w/ and // Timi Connected speech Using stress to emphasize a contrast Vee) Mentioning several points TREN Sounding polite TIE Intonation in questions ies) Sounding confidentSpeaking strategies Speaking strategies 2re useful techniques to help you communicate in a wide variety of situations. You wil find several Speaking strategies in each unit ofthis book. This appendix contains alist of the Speaking strategies covered at this level You can use this appendix in the following ways: 1 Choose a strategy you want to practise. Go to the unit where the strategy appears and practise again. 2. Find a strategy that you think is especially useful. Practise once more, but this time record yourself and listen afterwards. Try to identify areas you can improve. If possible, practise with an English-speaking fiend. Practise each strategy several times, The more you practise, the easier it will be to use the strategies when you need them in real lf. List of Speaking strategies covered I Asking follow-up questions TRE Leaving a message Using question tags E Handling incoming calls effectively Reply questions Tene Controlling a meeting Asking how to use something Being diplomatic Negotiating Talking about a lecture Describing a problem Asking for clarification ‘Checking you understand Describing charts and graphs TE Speculating about causes Linking ideas Giving strong advice Giving verbal cues Explaining consequences Wer aE I Disogrecing politely ei Asking for clarification ‘Asking for more detail Being concise and to the point Wine Describing plans in detail TUaiaN Describing features BB Asking for opinions and recommendations Making strong recommendations Prigteae Talking about yourself ea Making polite requests Explaining what you want Asking for something and justifying reasons Describing a company. Talking about your strengths Describing your job PEE Dealing with complaints Confirming information Putting forward @ solutionPresentation evaluation Excellent Satisfactory Weak Organization Were the aims dear? Were the ideas clearly linked? Was the summary effective? Content aao ou ae Were the facts and information accurate? a Was the content relevant to the topic? Guba beer Did the talk hold the audience's attention? Sopa ne ie See et Did the speaker deal with questions effectively? Bigs Ao ey Language Was the speaker's language accurate? Boe St - gs mae Did the speaker use a wide range of vocabulary? Be 1S Rees a Did the speaker use signposts effectively? fies . Gree a Delivery Wes the speaker's voice clear and easy to understand? aRips 2Neay er Was the speed and volume appropriate? OES A Seti da Did the speaker emphasize important points well? Ge S od. dame 2 Body language Did the speaker use gestures where appropriate? a ee Did the speaker maintain good eye contact? Bos et SE oe Did the speaker appear relaxed and in control? BOIS 6 hehe einai Visual aids Were any visual aids clear and well presented? Beek Re lake eT Did the speaker exploit the visual aids fully? os, glia bepeset Sry What is you overall impression of the talk? 6M 5 fee ee - et Good points: Fs cc : = sel Weak points: ‘Suggestions for improvement: c My performance Group's grades Group's comments Organization Content Language Delivery Body language Visual aids ‘Overall impression My strengths: ‘My weaknesses: es Group's suggestions for improvement:‘These recordings are mostly in standard Bish English. Where @ speaker has a different accent, itis noted in brackets §§} v1 Social and Travel Unik? 2) (4 and e = American) What did you get up to at the weekend? How’s work going? Did you see the news last night? Its been hot today, hasnt if? So, how are the family? ‘Wow! I like your jacket. Ge (6 = American) Yeah, temible, wasn't? | cart believe all the damage that huricane caused. 2. They‘ all fine, thanks. Jule, that’s my ‘youngest, has just started primary school 3. Nothing much. | wanted to play tennis on ‘Sunday, but the weather wasn't any good. 4. Thanks! | bought it last Saturday. It was in the sale. 5. Yeah. Great weather for being outside ‘Shame | had to work all day! 6 Its going well, thenks.! got promoted last month, actually. © A Tim: Hi fm Tm. Kerri: Him Keri. im a friend of Miche. Tem: Right... Great party. Keni: Yes, itis. Tim: ke the music Ker Me too. Tim: fmnin a band, actually. Kerri Oh, reall? Tim: Yes, we're quite good. Rock and rol, Kerr: Him, realy? “Tim: Yes, we play in pubs and places. free tonight, though. There was a cancelation, Kerr: see. Oh, | think see a fiend over there, Nice talking ta you, Ti. im: Ob, right Er yeah, Cheers, then. 8 Nick Kerr itm Nick Hi, 1'm Keri. a friend of Micheet's. Nid Me too-So, how do you know Michael? Kerri: We workin the same department. ‘Tim: Oh, see, Hoey long have you worked there? Kern: Neatly a year Tim: Great, Are you enjoying it? Kerti INS OK Every dey’ ifferent, you fnow. Nick: Sounds good. Great party, isnt? Keri: Yea, i's realy good Nick Sony for asking but acoent? Keri: Yes come fiom Dublin ogaly Nick: Do you? That’ great They say its @ really fun ay. keris Yes, its. Have you ever been to Dubin? Nick, No, ut ve abways wanted to go, W's not expensive isi? Kern: Well prices have been going up is thatan Irish €8B) (> and f= Japanese, ¢ 4, eand h= American) {have two children, I workin London. fm going away on business next week d- meal tired at the moment. fe Isaw a great movie lastnight. £ Lally love cooking. Its my wedding anniversary next weekend, fh bought a new computer last month, o a Nid ker Great party isn't it? Yeah, its really good, bb Ker: Have you ever been to Dubin? Nik: No, but five akways wanted to go. ts ot expensive, i it? Lin) 2. A bought a new car ast month Did you? What model did you go for? {dont ke desial music ata Dorit you? ove. Woe got teble backache Have you? Oh dear b e (EBD (, cand g= American) 3. its my binhday today. My carbroke down lastnight _Iwontt be here tomorow. d_ tmnot feeling vey well at the moment. © John's passed his diving test, you know. {Jane's going on holiday nest wesk. 4g This computer doesn't work properly Hide tke that fl vey much. LZ) a Emme: Oho. staining! “ony: Great. Iwas going to play golf this ‘ahtemoon, Julie: said onthe news that propeny prices ae going to fll Frank: Really? That's great. ve just bought a new flat ( pee ‘Henry. Will you please huny up? ifs neatly half past eight. Sry. | cant find the car keys. ‘Oh, thats marvellous. Now tm going to be late for miy ob inteniew. Is there anything on TV toright? Not ealy. Just a black and white fi, and think we've seen it How excting | dort know why we bother having television. Fr full. don't want dessert, thanks. Oh, what a pity have to ea this chocolate cake all by myselt CAD) b ‘Guess what? ve passed all my exams: That's great. ‘There's nothing to do and nothing on TV either ‘Thats great a,b That's realy interesting, Gd How marvellous, @,f Thats exting. 1g h What a good idea. Unit €859 (b = American; d = South Afican) Customer: So i's got maps of the whole of Europe? Assistant: Thats right You can plan your route to wherever you want to go I's ‘ouch scre2n, ton, <0 i's very easy f0 Use. ‘Gustomer Its quite light sit it? Assistant: Yeah fs very portable. Perfect for caming around wth you on vacation You can record up to three hous of video ‘onto the harddisk, with aucio, and take sill pictures too, of cours, Customer: That sounds great. Assistant: This one has @ 50:nch scien. ‘The picture quality is amazing, especialy if yee wetching in high defrition astomer: Yeah love watching movies so ‘this willbe grea. | just hope ital tin my Ining room! d Customer t's wireless, isnt? Assistant: Sure, and it’s very light thas an 80 gigabyte harddisk, and a 3 gigahertz Intel processor. hich s rally fast. The screen's big, 00... 17 inches, and it’ got al the latest software of course.Customer Won: Thats pretty coo Assistant: ttcan do 24 pages a minute in black and white, and its a fax, so you can send documents too, if you ike. Gustomer: Great And can | meke copies 5 well, yeah? ‘Assistant: Yeah, Just this Bd and put what ‘you vent to copy in here (€69 (Pavia = halian) Assistant: Can help you? Paola: Ys, please. 'm looking fora smart ‘phone, but erm I dent know much about ther Assistant: Right well with a smart phone you ‘an nsal softwere and use it, you know, for your appointments, as an address book for your conta, that kind of thing... you can take notes and wite documents and rk to your compte and tansfer fs. Paola: | see. m interested in this one. ita good one? Assstant._ This one? Yes, is prety popular. ts gota the features you'd expect... a nice screen, a word processor, wireless ineret Paole: Can you tell me what wicles internet Assistants Wel, means you can connect to the iteret without have to plug into 2 compute. Paola: Right So can check my ema can? Assistant. Yeah, you can read and send eral, ‘and sur the Intemet 09, a long as you neat a hotspot of course Paola: Sorry what does, erm ‘hotspot mean? Assistant: That means an area where you can connect the Intemet. acl: Him. its gota camera, hast it? Gould you tell me about tha? Assistant: Yeah, its really good. Five megaptes. You can take photos or vdeo, Paola: And it got er 2 touch sateen ke to know more about that, please Assistant: Sue. You just pres the feature on the screen you want to use like this messages, of whatever. and there you go Paola: 1 s¢e. That's dever. Assistant You can dawnlcad vdeo games, and ifs gt an MPS play for your favourite songs. You can even watch TV Paola: Wow Assistant: Yeah. i’ very easy to use. Paola; Oh, [nearly fxgot Whats the battery life tke? Assistant: Not so feat, butit comes with two boaters. acl: What happens if press his button here? Assistant: nothing. Youve gotto tum iton fist cr) connect picture computer LaDy camera popular feature addiess appointment om | offen use my phone to surf the Intemet. Leo) 2 Gan! take a doser look? 1b Here's a picture of me and my friend. © The assistant said there's a sale on today. (€59) (The assistant = Cant help you? 2 Australian) Right, wel this one is pretty popular Sure. Here you are That switches iton That's for typing messages ke emails and notes, Itswitches on the wireless internet connection. (€929) (James and the assistant = Americen) James: like this DVD recorder, please Assistant: Sure, e have a spedal offer on this atthe moment... pay $50 nowand then just 20 a month for 12 months, James: That makes it, what... $2902 only ‘osts 230. That's $60 more Assistant: Yes, buts for people who want to spread the payments, you know. James: No thanks. Il pay in full now Assistant: Fine. By the way the manufacturers ‘warranty isa yea, but for an extra 48,99 you can have our threeyear instant replacement guarantee. That means if anything goes ‘ong just bring tin and well exchange it for an equivalent model, no problem. James: Hmm, No thanks. Ot neatly forgot. don't want to cany this around all day... Do you deliver? ‘Assistant: Yes, our standard delvery charge is $40. James: Oh, | see. Ewell. if you give me free deiner, then Fl take the extended warranty option. How’s that? ‘Assistant: Hmm. OK. I think we can work something out here. €428 (Hens = French; Karen = American) Jane: Hello, | gt this for my birthday a couple ‘of months ago but the thing is never ely fsten to music| wonder iI can change it for something else? | haven't even open it Hear: This was a present but the problem is {already have tis one. Can 10 exchange it place fora ferent game? haven't played it. Pete: Yes,| got his last week but fm net sure ‘ts working prope The problem seems to bbe mechanical - the paper gets stuck al the time, Ica use the fx function either Audioscript: Karen: ve only had this a fev months but ‘don't understand why it keeps crashing allthe time when fim on the Intemet, and sometimes when | meke a call can't hear anything. ¢ lke a refund please. (Did you notice? Hon says Can Ito exchange it, please? A native spesker would say Can J exchange ft lease? Unis (€822 (2 = American; d= Spanish) bees ear Sere eat hese ied howanirgbrdies argc. Wat pecans? becca tea pare JS ean peat he temperature for a few days now, and | fee! Syuteedcieo was ¢ Afriend recommended you. I'd like to book a check-up, please, and maybe have a el ofa mentee do | need to do? Cipla ea VL ead amare her He tedbcaft heats fi carey Watenn Gane taser ("Did you notice? ‘The speaker here says Can you please tote ime...? Anative speaker would say Can you please tellie...? (9 1 [think he's in MIU, that’s the Minor injuries, Unit’ on the fourth flor. 2. These? They/re new. They're quite elective Letme see... you can take two tablets ‘row and another couple in four haus or s0. ‘That should get id oft... Theyre £450. 3 Youll have to come for anew patient check-up before you can be treated. Well take an Xtay and check your teeth to sea what work needs to be done. 4 ght, well we can fit you in at four o'clock this afternoon with DrWison. Is that ary good? €929) (eeata = German) Beata: Hello, ke to register asa patient please? ma student from Germany, Receptionist: Right, wel fist you need to fillin this registration for, Do you lve local? Beata: Yes. Just round the commer Receptionist: Tha’ allright then. As you're rat a British citizen we need to see your passpon, and proof you are working or studying here, soa letter from your school Beata: OK a7Audioscript Receptionist” Once we've looked at your documens and you've file in your registration fom ie give you what's called ‘database card. You can fil hsm at home with your health details, and details of your fails medical istry. Beate: Oh yes Receptionist’ Then you can come in fora Wel Person Check, which is a basic health check to make sure youre in good shape. Does that sound OK! 9 (Beata = German) Beate: Oh and what do | doi fel sik? Receprist Well you an ether dopo Phone to maken eppoinment We tb 0 everyone win two da For blood texts, acnatons and so on you can se the russe. Shs hee Mandy to Fide fom 8 am to midday. Ifyou are very il then we dl ofr home vis, but you must cal bore 1050 nthe moming. nd i you ae sick cl of hour, then ne have an emergency ‘umber ye can cal Of and if you ut want advice, you can phone and speak to the use ora docor between 11-30 ane! 12 ‘on weekdays. It's all in the leaflet. Erm, what else? Oh we havea Wel Pexon Clikcon Wednesday and Friday afternoons, where you can getadhice on de, skin ses, and blood pressure checks. He also have specel clinics for asthma, diabetes sufferers, and a by cnc for new maths. Oh yes and for repeat prescipons we need 46 hous roc. Lie ys alin the leaflet. Beata: OK. That’ great. Thanks alot 1 ‘Anne: {can't seem to switch off. fm having trouble geting to sleep. Ife! realy tense and intable. Brian: It started a fee days ago with a high temperature and now I feel weak and dizzy. im very lethargic and fm shivering and ‘sweating all the time. (@ anne ‘Well think yout suffering rom depression. Im going to give you a prescription for some Ditropan tablets, Theyre ant-denressants. Here you ate. The tablets Im giving you are 1000 mg. There quite strong, so jst ake one tablet inthe ‘morning and ancther at right. Theres enough here for eight weets, but come back and see me inva month, 0 we can see how youte getting on. Bian fm afraid you have a mild case ofthe flu. This isa prescription for some meclcine called CCordosole 5 that should sont out. | want you to take tio tablets three times a day, before ‘meals. It should get better in afew days. 01? 428 (Beate = German) Beat: fee nauseous athe time ve been sick few tes and | have stomach cramps and diaoea. fel absolutely al | don't know whats wrong wih me. 29 (Besta = German) Doctor: Right, well | think you've got food paisoning Besta:_Oh, no, Real? Doctor Yes, fm arid so. But it’s not too bod Il give you a prescription fr some tables ‘Theyre very good. Take two every four hous, ‘and it should sor self out ina few days. Beata: Ok, so | need to take two tablets every fou hous. Decor Yes, and f youre not feeling beter ina week come back and wel ty something ee. Beata: OK Thank you very much, doctor. 69 2) This a prescption for sme medicine that shoud hep soit out Teke two tbe tee times 2 day before meals Wel, im going to give you presipion. Here you ar. Take a couple of spoonfuls of this fer evry mel Now these ae quite songs just ike one tablet in the moming and one at night. 4. There’ enough thet forfour weeks, Fish the course and then come back and see rei you'e not batt. Tdsy its just bad case of ndigesion. wont prescribe anything uty to eat ess {and avoid ch fod. Oh and dink plenty of ter, = ‘®. Soyou have to take two tablets once a day? B: No, the doctor sid take two tablets twice a oy, ‘A: Did you say your left ankle was swollen? B: No, its my right are. = 22 So, your next appointment i on Fiday at five thy? b- Doyou have to take two tablets before each meal, then? © Soit's two spoonfuls, twice a day? «d_ Did you say you had a pain in your let arm? Youre here to have a checkup, aerit you? Umiee Cs) [sounds] a (B= Chinese) ‘A: What's the matter? | thought you'd have lat by now. BB Ws the car. twon't star. ‘A: Oh dear. Whata drag. Do you know whats ‘wrong with i? No. Ihave no idea, When I tum the key nothing happens. The battery may be dead. Him. That must be tI suppose fl have to ‘alte garage. ‘You'd better cal them quick ts getting late Oh no. I's neatly six eflock, ‘Yeah, | know. They might nt be open. (A= American) “There's something wong wih ths printer Real? Youve only had i tw0 months. sino, butt wont paint ening iteight have run out of paper, t suppose No. ean be tht. There's plenty of paper. ‘he problem sit just wont print 8: Itcould be the cable. Is everyting plugged in propedy? 1 Yes, Five checked. 8: The caridge might have run out A Ohyeah, That's a point have a ook, (= lopanese) Hey, what’ allthis washing doing here? its soaking wet thik the wasting machine might be broken. (hr no, What's the mater wih 2 3 lRwontt spn, and its ful of water. Look. Oh right took ike the pump may need replacing Bs Maybe: think lake a lok inside and find out 2 You ought to calla plumber, B: No, no i's not necessary It wont take five minutes ReRwes eee based (the spesker = Canadian) ‘Guess what? The dishwasher ist working again I don't know wy, but my radio won't work. think its broken. My pier won't print anything. Do you know why? d. Fe ust had a shower butt was freezing cold, couldnt get any hot water ata. © There's no picture on the TV. Do you think its broken? (989 te spester= Canadian) Is there something wrong with your ‘compute? t could be the cable, might not be plugged in = Well it may be 2 fuse. One ofthe fuses could have blown, = Ihmight be the monitor, | suppose. it may ot be switched on, Well what about the keyboard and mouse? They‘ wireless, arer‘t they? The batteries might have run out — Well the hard disk might have broken, then.E99 ( =French: d= Egyptian) The toilet doesrit fish propery think take a look, The cooker doesnt work propery, Maybe 1 should try to fist This new DVD recorder might be broken, yu know. Itwon't record anything, Maybe take it back tothe shop. The airconditioning keeps to make a funny ‘noe*. Do you think | should take a look? © Ive been sick twice this moming. What do ‘you think | should do? "Did you notice? ‘The speaker here says... keeps to makes funny noise. A native speaker would say ‘Keeps making a funny noise. (€¥89) THe speoker = American) = My car ist runing propery again. fm abit worried about it ~ 1 kno it jst that laste the repair bill Was so expensive > — | suppose you'te ight Maybe take @ look myself — Yes, | guess yout right. But the problem is,| have to be in Londan tomorrow for an important meeting d Thats a good idea. drop the car off atthe garage on my vay tothe station, = OK Good idea. Thanks, (s 2 The gotrely bed toothache 8 ented of dong al tis homework inet to much ay food Oh no. computers shed again © Ihad nother argument thy bos vested. (69 2 Oh the last emergency had was last month, Fd been shopping and when | got back to ty car ound that someone had smashed the back window and taken all my shopping bags and my handbag... you know, with all iy cre cards and money! b Lremember diving back om a fends hhouse late one night Itrusthave been around 2 am, and er they five in the middle of nowhere, so was driving along this lonely, isdlated red ..all on my awn, and, anya, my car just stopped . the engine wouldn't work, | was stuck ona lonely oad in the riddle of the night! And I cit have any breakdown cover oe anything, © Anemergency? Oh, yes. Thats easy. A ‘couple of yeas ago I came back home and found Fd been burgled. Someone had smashed a window and dimbed through They'd wrecked the place, and taken just about everything of any value Oh, wella fen years ago, lemember one dy | saw ths smoke corning rom under the font door of my neighbours’ house ‘There was an old couple living next door, you see, and I thought they might have set fre to something by stake... et the ‘enon, or whatever | knocked but there ‘w9s no answer €@ 1 called the police, of course. They came and told me to go through the house and make a fst of evrything tha was missing. None of twas ever recovered but | dimed on my household insurance so itwesit a complete dsaste was very shocking, though, 2 Icaled the police on my mebile phone and wated fr them to arive. There wast much they could do, ofcourse twas my faut | shoud have put my bags inthe boot, outof sight. 3 tied to force open the fort door but could called 999 and asked forthe fre sence. Lucky they aed very quickly and smashed trough the deo. tums out iy neighbours weterit in, but ther TV hed somehon caught fre and all he downstairs was covered in lack smoke 4 Lealed my fend and asked her to come and collect me. We eft my car where twas, andthe next day I phoned» garage to come and collec costa fortune, though! Unies ee Welcome to the UK Visa section f your enguiiy relates to somebody already inthe UX, please ress 1 now to contact the Immigration and ‘Nationality Directorate ofthe Home Office, For information about various categories of vise and the visa application process, press 2 f you are cenquiing bout an appa press 3. you are enquiring about a working perma, press 4, Farall ther enquires or to - Please note you can visit our main website at weiss. govt for information on the isa application process. You can ako download ‘application forms, and email your enquiry ‘Akeratively, you car senda fox on 020 7008 18559, or you can write to UK Visa section, London SWiA 28H. you wish to speak to {an operator you can call us between $.30 am ‘and 1.30 pm Monday to Fiday, except public holidays. To speak to-an operator, press 1 now. €$29 (vuhi = sopanese) sa officer: Hello, UK Visa section. This is ‘Martin speaking. How can |help you? Audioscript ‘Yori: Hello. frm a Japanese citizen and fm here as a toutst now but fm thinking of studying here on a course. Can you tell me I need a visa? Vise officer: Wil your couse be over sx months? Yuki: Yes. fm thinking ofa ene-year course. Visa officer: Then yes, youll need a Student Visa, Yuli: Oh ight. What do I need to do to get visa? Visa officer: Well there's quite 2 few things you need* Fist, you need to fil outa form \AFI, and send iin to your local Bish Embassy Visa section with your passport, two recent colour passportsized photos and the necessary supporting documents. Yi: Som what do you mean by ‘supporting documents? Vise officer: A letter from the school or allege to sey what youl be studying, how long the cOUNse is, etc: We also need evidence you can support youself while you'e in the UK, 50 your last six months’ bank statements, Yoki: see. And can | work if have a student visa? Visa office: Part-time or holiday work is Ok, but you mustvt work over 20 hours # week Yok: OK. Oh, | nearly forget* How much et? Vise offcer: A Student Visa is £85. ‘Yuki: Hmm, How do | apph? Ysa officer You can apply by post or in Person. Just rake sure you apply at least one ‘month before you plan to stat your studies, butnot more than three months, ‘Yuki: OK Well | think that’s eveything, Thanks very much for your help. Visa oficer: You're welcome: Enjoy the ret of your holiday in the UK. Yuk: Thanks. Bye. Did you notice? ‘The vis olor says There's quite afew things you need. This isa common native speaker enor It should be There are quite a few things you need, ("Did you notice? Yuk says Inearly forget A native speaker ‘would say [nearly forgot. ce You'l need entry dearance to come tothe UK. Enuy clezrance means oficial permission to enter the county, s0 a visa or enti clearance cetifcate. Ifyou need extra help you might want to contact the Ws. b |AS stands for Immigration Advisory Servic, W's {an organization which helps people wishing to move tothe UK. You can apply through your nearest UK Mission 4 ‘That's the focal Btsh embassy or consulate in your countyAudioscript The UK isnt part of the Schengen area. d The Schengen area isa group of EU countries ‘that don't have border or immigration controls. ‘Are you from an EEA county? EEA stands for European Economic Avea I's made up ofthe EU countries plus a few others, allin Europe, 869 (The speaker = American) Ther are three main ways you can get peranent eden), ora geen cad. f you are coming to warn the US and you have a permanent b, then you can get an erployer- based green card yeu have fara ere who are ctizens or akeady hve a green card hen you can appl fora fa based green card Finally, you can win a green card through the Divert ia later pregame. 50,000 gen cards are gen aay every yerto people rom curtis with rates of rigrtin othe US. i] ‘hore ae several steps in appjing for an employer-based green card. Your US employer must compete Form ETA 750 and the Deparument of Labor must approve the request. Then, the Department of State must approve an immigrant Visa Petiion, which ao has to be sent in by our employer. That's usualy Form 140. Alter that, you wal be given an migrant Visa Number ) YOu need to supply yuri cenicat, a copy of your passport, and two colour photographs. We lo ned to tke you geri. You should also complete Form G325A with biographical infomation We need alter from your employer, and you have to have 2 physical You dont normaly need an inten €869 the offical = French) So, whten did you anive in France? You have a tourist visa but you now want to ‘work Why is that? Hoe grant you a work perm, it will only be {or nine months. How long ae you thinking cf staying here? Have you found a job aleady? d | see. And have you gotall the necessary supporting documentation? (the official = Canadian) You're a student here What are you studying? 2 \Why do you want to work? How long are you going to be studying here for? Have you found a job already? Have you got a Social Insurance Number? Unite 9 Sarah: So what do you think ofthe view? Not bad, eh? Pauls Yea, ifs fantastic You can see for mies. Thanks for showing me ound, Sarah Sarah: No problem. Gled you're enjoying it Paul: What’ that ver there? That big bulding vith the lights outside? Sarah: That's Roneles. i's a good place to g0 if you want to go dancing it doesn't cose unt four, Paul: Hmm, Well fm not really into dubbing. Sarah: Me nether. Anyway, on the lefts Crossvel il. quite often go fora walk there and read a book if the weathers nice. Pauk Hmm. Cresswell Hil, eb? | guess its ancl fr joggers? Sarah: Yes, and its popular for walking dogs. Paul Well might go joging tomorow moming Hey, who's that inthe middle? ts huge! Sarah: People call him Old Kelle. its about 100 feet high, ! think James Keller was en important person here in the last century ‘and when he died they built that. Its made of male Paul: Right. And that's impressive, right just over there Sarah: Yeah, people cll hat the Typewter, because t looks lke a typewriter, was built after the Second World War. The names of all the men ftom the city who died in the war are on it Paul: Why ate we stopping? Sarah: Because we're going in there fora bite to-eat. Paul: What... Figs? Sarah: Yeeh. t's famous forts sandwiches. ‘They/re the best in town, Pauk Great Fm staving! - Sarah: Yeah. Its famous for its sandwiches, ‘They'e the best in town, Paul: Great. tm staning! (2 staning! We're exhausted! t's fantastic! Its huge! How temblel Thats fascinating! Im fugusl | was tefied! & 2 Are you hungry? b Are you fred? That meal was good, wasnt i? The kitchen is abt smal onthe © That was a bad fin, wasn't i thought it was an interesting programme. 8 You look angry. hh That statue's very big. cry {sit easy to get to? How expensive is it, once you're there? What's it ike to get around? What is there to do? Are there any good beaches? ‘What's the biggest attraction? ‘What's the nightie like? 'sitfamous for anything in particular? Axe there any places to vist nearby? When's the best time to go? & 1 Well the hotels arerit cheap, buf you dor't stayin the centre then you can geta good hate at wery reasonable rates, and you con eat out quite cheaply i you know the right places to go. The food is fantastic bythe vay 2. The Golden Gate Bridge for sue. You shoud defintely walk across aman! 3. Ei the old fashioned Victorian architecture, | guess, and the cable cas, ofcourse. The food i very vated and cosmopolitan, and the views, too, | gues, over the bay area. 4 Loads, Theres the bay rea, you mustt miss that. There are lots of parks, great shopping at Union Square. You should defintely go to Fisherman's Whar and the sea los a Pie 38 are well woth a vist. You musint mss Chinatown ether. ts the biggest outside China with some great markets You have to stay there at leat fe days you went to see everthing. 5. Sure There are three ports and they all wel connaced, You can take the subway system oF coach, bus tain. No problem. 6 Yea, You have to take a day tip to Alcatraz. Its quite expensive, butts well worth visting 7. Wel, its on the coust butts not really that Kind of iy. ts hardly ever hot enough to sunbathe or go swimming 8. Anytime is good, but the warmest days are September and October its generally qute ‘mid, so youll need a coat whenever you go. © You should defintely walk, and take a cable carts the best way to see the city. Parking 2 problem, and anyway you dor't realy need 2 ca, Thee are los of feries and buses, too. 10 Pretty good. t's not famous frit, though, so you realy ought to check what kind of place {you wart to goto. There are a few good lve music bars, 1 guess. = ‘There are three airports and they're all well connected. 1ts generally quite mil, so youll need a coat whenever you go@ {2 The beaches are good but theyre very crowded. b Where's the best place to go for 2 night out? How much sa single rom for three rights? Is 8 good place ta go if you like wandering round sest mats. Review’ = Section 1 1 Why are you returning the sweat? Hey, like your shoes, (Of no. t's aining! (My car's making a funny noise ' come from Sootland oiginaly, you know. ‘Aue you tred? ‘The thing is, not sure you're elgble. (Oh no. My computer's cashes. I don't ke traveling by plane at all ‘Can you recommend a good hotel? (2 Section 2 1 ‘a Ifyou give me free delivery, il take the extended waranty Yes, like fee delivery, thanks Give me fee deivery fist. 1 It might not be broken. Itcan'tbe the fuse. ‘The battery may be dead. Its famous for a kind of chocolate cake ‘The problem seems to be in the centre Yes, i's great isnt if? Is i? That’ great You'd better calla plumber. What a terible thing to say! Yes, Frm interested in that You'd better nt do that. Sony, What’ 2 Statutory Waiver Form? I don't understand why its stopped working. Could you tell me about this model? Its stopped working, hasnt it? ‘You should defintely get to know the area, “The thing is, don't relly know the area Fdlike to know mote about the area Ifyou give me 10% off Il take two. ought to take two, You have to give me a 10% discount. Someone must have repaired it You realy should take i to 2 garage. You realy should call an electrician, 10 ‘2 Itean't bea smart phone. - Iidlike to know more about smart phones. Is ROK if! have a smart phone? (ay yA oe eee Unit? irr) Mark: Hell, The Maller Centre. Mark speaking. How can |help you? Client: Hello, Mark. its Natasha Peters here from ARG in London. ‘Mark: Oh hello, Natasha. How are you? Chert: Oh, fm fne, thanks, Busy as always. ‘Weve got cur annual sles conference coming ‘up again and just need to check afew tings. Mark: OK, well let me just get my booking sheet and ..OK, fre away! Dates first yes? Glen: Yes. tbe rom the 5" to the 9 of July indusive. ‘Mark: So that’s fue nights Yes, we can do that Ghent: Great There! be 34 thisime, Thats 19 men and 15 women, plus mse as organizer (of couse... of and tho senior HR people as well Mark: OK ... got that. Allin single rooms? Glient: Yes .. ero. Actually, Sally ond James just got married, so guess theyd went 2 ‘double. And Id be gratell if you could give ‘me a double room too please, # possible. ‘Mark: Frm sure we can do that for you. A bit of letra space is alays weleome, isnt? The HR people might prefer a double each as wel. Client: Oh, yes. Good idee. And one delegate isin-a wheelchair, Mr Jackson, Hell need 2 room on the ground floor. Mark: Fine. You remember most of our standard single rooms have showers rther than baths? lent: Yes, But fd appreciate if you could give us as many rooms with baths as ou can Mark: OK Il see what we can do. hat about training rooms? Client: This year we need one large taining oom for us all and then three smaller rooms ‘each holding around a dozen people Is that possible? afk: Hmm ...let me see for those dates Yes, I can give you the Shelley Room in the Study Cente, that seats fy so you all be fine in there, and Meeting Rooms CE and F ‘They can manage a maximum of fiteen each, ‘Gent; That sounds perfec. Mark: W's ful-board again, | assume, so brealdest lunch and dinner each day? Cent: Yes, that’s ight. Can we ave the tefreshment breaks at 10:30 and 3.30, please? (Mark: Ok, Fl make a note of that Client: We need computer data projectors and screens inal the rooms of course. ‘Marke No problem. Each room has @ ‘whiteboard, fipchar delegate pads and pencils and water as standard. By the way, ‘we're all witeless now, so delegates will be able to use their laptops for email and so on ‘wherever they want, alsa at no extra charge Client: That's great. Andif possible we'd like to have a late check-out on the 10". Two o'dock please. Audioscript Marke OK Il organize that for you. Glient: Thank you. Now, wiiat’s the best price you can do all that for? - 2 (A= Japanese, B= Chinese) 1: I dont know what's called, but you use it to dean your teeth B: toothbrush? Yes, you can buy one at reception bb (= Spanish, 8 = Chinese) |: [need something to put these postes on 2 play board 8: Sure, Here are some caving pins (A= Japanese, B= Chinese) ‘A. Have you got anything for leaning marks of dates? B: Yes, of course get you sore stain remover, ic) Hello, Can | help you? a [No problem. You can use this hole punch. Hello. Can hep you? b Yes, here's 2 recharge. Just bing it back ven youve finshed, wil you? Hello, Can hep you? ‘Sure. Here are some scissors. Watch out! Theyre quite sharp. Hello. Can help you? d You mean a calculator. You can borrow mine. Here you are €D) (vitor = Russian) Peter: Oh, sony Viktor Are you inthe middle of something? Vitor No, thats OK Peter. Come in. Peter: the London project. could really do wih @ anc ‘Vikor: Realy? | thought you were ontop of everthing. Pate: Only just fs lot more work than ‘thought when | took ton. Viktor: Hr Peter: ft had some help, | would be able to finish on tie. Vor: Wel don’ think we can spare anyone, Everyone's busy on other projects Peter _fmin danger of fling behind | may not rsh on time i don't get any help. Vitor When is the deadine? Peter. Avweek on Fiday It woul hepa lati someone could we up the report. itor: Hmm, Well, OK fil see if can get anyone to help you out fora couple of days Peter Thats great Thanks alot oe 8~d OK I doit for you now,