_TheBusiness ae 134 UPPER INTERMEDIATE ROO ENC Ca EC Re Eten aBusiness fundamentals industry groups and sectors types of business, business models and management aeeeure Gl With a partner, decide which industry group and sector these companies belong to. BASF Boeing Carrefour Life GlaxoSmithKline Google Nestlé Total Industry group __ sector oll & Gas Oi & Gas Producers, Oil Equipment & Distribution, Altemetive Eneray Basic Materials Chemicals, Forestry & Paper, Industiial Metals & Mining) Industrials Construction, Aerospace & Defence, Packeging, Electronic & Electrical Equipment, Engineering, Transportation, Business Support Services Aucomobiles, Food & Beverages, Personal & Household Goods, Tobacco Health Care Equipment and Services, Pharmaceuticals & Biotechnol ConsumerServices Retail, Medi, Travel & Leisure Telecommunications Fixed and Mobile Telecormunications Utilities Electricity, Gas, Water Financials Technology Software, Hardware, Computer Services ks, Insurance, Real Estate, Equities [EUst five targe companies in your county. Identify their industry group and sector. Reading ED Read the summaries and name companies or people you know for each category. Type of business Sole trader/Sole proprietorship The business is owned by one person who is responsibie for any debts Partnership Two or more people run the business together All partners share profits and losses Limited company/Limited liability company (LtW/LLC) The eempany is responsible for any losses, not the owners. The company is private, ie. shares cinnot be sold io the public. Public limited company/Corporation (pl/Corp/ing) The company is owned by shareholders ‘who receive dividends and who may gain or lose money ifthe share price goes up or clown. Business model BRB (business to business) Companies sll to compartis. BRC (business to consumer) Companies sell fo individuals, QC (eonsumer to consumer) Individuals sell to incvicluals [B2B2C (business to business to consumer) Third-party vendors or consultants sell a company’s products to consumers. ‘Management structure “The Board Chairman, CBO, CFO, Non-Executive Directors ‘The Management Committee/top management CEO, CFO, Dinstors of Marketing, HR, I, ete Middle management Managers of divisions departments, branches, et Supervisory/first line management Supervisors team leaders. ete beverage Discussion dividend . Sune [i in groups. discuss the questions. viligy 1 Which sectors and types of business would/ would you like to work in? Why? 2 What level of management do you hope to reach in the short term and in the long term? s lviy lagpeover YSAtucinoas huwdamentat e Jnvestment cycle Reading ‘EM Read the article and choose the best alternative in bold. ‘The Business Cycle Economic growth usually follows a ypattern of contraction and expansion ‘punctuated by troughs and peaks. ‘When an economy is in recession, cential ‘banks lower interest rates to encourage spending. After reaching market bottom, Stock markets start to invest in the technology and industrial sectors The bull market begins well befpre recovery is '» visible in the economy. ‘The stock market reaches top before full recovery in the economy, and investors move into staples and services. But as growth increases, so does inflation ‘and central banks raise interest rates in order to. ‘control it : vs ‘he markets ten expect a period of contraction and become Desi (ors | to invest in utilities and bonds. Economic growth starts 10 s the econc into recession and the cycle continues. carl . | Inierest rates usually tise / fall in a period of recession. jon increases, central banks lower / raise interest rates. ‘A bull market is optimistic / pessimistic about the economy, | [A bear market begins before / after recession. Bonds are 8 more popular investment than stocks in a bull market / bear market. [Bi Read the article and mark statements 1-5 T (true) or F (false). The Investment Cycle ‘The first phase is accumulation. After the market has ied. innovators. and early adopters begin to buy at attractive prices ina market which is still bearish. «In the mark-up phase, the fear of the majority of investors of losing money ‘becomes weaker than the desire to make 4 profit and investors become first bullish, then excited ana finally even euphoric, — '» In the distribution phase, value investors begin to sell. Prices can remain high for sor time and greater fool investors continue to buy; hoping for further rises, Event: prices drop and sellers settle for a breakeven or. ecole - a ‘Mark-down is the most painful phase. It is only when the market has plunged 50% or ‘more that many investors first oe then ae L st a a ia ‘Adapt ro hip ernest com Early adopters are unwilling to take risks.(_] Innovators buy when the market is bullish and sell when itis bearish, C] | Most investors buy when prices are rising and sell when they are falling. C] During tie distribution phase, value investors wait until prices begin to drop before selling. C] Greater fool investors preter to make a small loss rather than accept a breakeven, () ussion [El In groups, discuss the questions. 1 What stage of the business cycle is the economy in now’? How long will it last? 2. What are the advantages snd disadvantages for individuals, companies and countries when central banks a) raise or b) lower interest rates? Buxinens20 7Business fundamentals completing income statements producing a breakeven | Reading analysis chart Zak and Zeb ZazeD Records of goods sold fase Duchowny, income statement figuras ‘operating profit started their own Salesre El Read the article and complete figures a-d in income statements A and B. Ree indopendant ee aril royalty ** fetord label five s1 fo @ sales revenue = years ag0.Za2eD poi 75 8 variable cost Records recaives around half of a CD's F artats' rovallio” Wicca €15reccmmended retail price (RAP) from = vsties wholesalers, who then sell on to record stores at around 60% of RAP. Choosing the Tight music is critical:income statements Less Pred Aand Billustrate the difference between Soltis, ren. utils, otc selling (A) 10,000 and (B) 100,000 racords, Ciearly, idemifying breakeven point is essential, What's more, the music. business is going through a major revolution with the rise of digital downloads (DD). For ZazeD Records, DD sales are bad news: RAPs are significantly ower, so although ‘manufacturing costs are close to zero and royalties one third lower, revenues are 33% less than for COs. [Ei Draw a breakeven analysis chart with € on the vertical axis from 0 to 750, and sales on the horizontal axis from 10K to 100K. (See the example on page 119.) Enter the following information: 1 Draw a horizontal fine representing ZaZeD Records’ fixed costs, 2 Plot the sales revenues for turnover of a) 10,000 and b) 100,000 albums and dew a straight line connecting these two points. 3. Plot the total for fixed plus variable costs for turnover of a) 10,000 and b) 106,000 albums and draw 2 siraight line connecting these two points. 4 With a partner, calculate the same revenues and costs for digital downloads rather than CDs Using another colour, éraw lines for DD revenues and total costs on the chart 5 Draw vertical fines from the horizontal axis to the points where the revenue and total costs lines cross to identify the respective breakeven points Discussion El In small groups. discuss the questions. 1 What sort of questions does a breakeven analysis provide answers to? 2 What are the implications of the trend towards digital downloads for record labels, artists, composers and consumers?& emamic collocations CVs b eriting your cv F sicptaying = job Dudget esi with handle opjective reference set up Educati Skills & Other Collocations El Using ‘power verbs’ to make dynamic collocations helps your CV have maximum impact. Connect the verbs in the boxes to as many nouns as possible _— achieved —_ acquired coordinated conducted dealt with demonstrated designed results prabiems the ability to skills a study systems 2 project experience developed improved liaised with managed met organized reduced setup performance 2 programme colleagues objectives ertors procedures ds Ed with a partner, brainstorm more nouns that collocate with these “power verbs’. Writing and roleplay nge check ensure establish increase introduce monitor plan handle update EX imagine yourself ten years from now. Using the framework below, complete your CV with collocations from Exorcises 1 and 2. Then exchange CVs with a partner and roleplay job interviews for positions you would like to obtain in ten years! time.1 Building a career — > higher education Discussion El In small groups, discuss the questions below. 1 What difference does a degree make 1o your career and your earning potential? 2 How much does a degree course cost in your country 3 How much does it eost a university to provide a de 4 Who should pay for higher education? 6 aS’z8 LEHMAN HALL Should students from richer families pay more than those from poorer ones”? How can universities persuade students to pay higher fees? Scan reading El Read What price a degree? opposite and identify which points in Exercise 1 are discussed. Reading for detail ED ead the article again and choose the best answer to each question. 1 Which education policies have caused unrest across the world? ) wider access b) lower subsidies ) wider access and lower subsidies 2. How much does the UK government contribute towards the cost of a degree’ 4) around £100,000 by) between £50,000 and £190,000 «) less than £50,000 How do scholarships appear to favour students from wealthy families’? fa) they are beiter prepared b) they have equal opportunities }_ they ean pay for awards 4 What evidence suggests that the social benefits of education do not justify their cost? a) taxpayers have other resources b) taxpayers have other agendas ) taxpayers have other benefits Why might universities show a preference for foreign students 4) they accept larger classes b) they exclude deserving locals &} they accept higher fees © Why don't private busine a) they can justify higher fees ‘ 'b) they have no subsidies anti @) they have resisted ineresbes Perret schools need to increase class sizes or cut faculty pay’? Listening and discussion Search forthe teyworde world’ het universielee Eh 3 1:01-1:04 Listen to four students reacting to the article, Match each speaker 1-4 with and best business the correct summary a~d. schools Croose the a) Education should be forall Qo ipwtiusonyouwoud 5) Universit most Ie wo ater, Hold a clas option pol to find the most popular cokes are obsolete. o ©) Let market forces decide c a) Reserve universities forthe olite. 5 EB discuss your own reactions to the article and your epinions on elitism in education.fandom sample of views on y county in the world and youl find that almost everyone elieves that sending as many young people to university her education in almost essible isa 9 thing. What's more ciffcule to agree on ld pay, The debate isa controversial one: cuts in higher jon funding have sparked unrest in many countrie ross the world, including Austria, Germany, Chile. Colombia 13 the UK. Protests in the form of strikes, demonstrations and 1 tts prave that people are willing to go to great lengths 10 fend their right to higher education, Sdening access toa university edueation isan admirable tical goal, but the uncomforiable imply do not have the resources to match their ambitions. ad with this reality, many believe that universities should benefit from them aduates, Certainly a ough cost-benefit analysis sugges at students get good value for thelr money. A recent UK. port estimates that the real cost of a degrees in the region of 100,000. Under the latest system, the average gradu te willpay ck no more tha half cf th and only start to pay ifand when «ir onnual earnings are more then double the minimum wage 1s fe! that this system favours students from el-off families, who can put the prospect of paying off such umm into perspective. For bright but poorer teenagers fron oiking-class fami auntain toclimb. E taking on such enormous debt is @ jen the scholarships that are intended 2 offer equal opportunities are mostly awarded to studen 10 have benefited rom speciel coachir expensive pivate f graduates themselves don't pay, then responsibilty fallsto ne taxpayer. Thus, a major of taxpayers, mostly eaming, gnificantly less than graduates, end uo paying fora minority tudents, many of whom will 9609 to become comfortably ealthy. Now, nightbe tiled. as long as itcanbe proved thet the overall benefits of ducatlon to society are greater than its cost, However, trend towards cutsin education budgets across he world points unmistakeably ta the fact a the ordinary taxpayer does not see fe benefits to society,and would ather see public money spent asewhere, bing the poor to pay the rch fortunate auestion of who | ould pay has been exacerbated by adramaticrise in the cost of providing higher education. Despite a growing cross-border matket for education, competition and new delivery models ike e-learning hhave fled to-cap universities spiraling costs. Whether ‘governments continue to provide subsidies or not, and li spi Cfrrassive hikes in stucent fees, university revenues remain significantly lower than their costs. This with new dilemmas. Should they try to cut caste by having larger classes and fe resents universities ‘experienced faculty? Should they increase fees further? And should they offer more place higher paying foreign students, at the rskofexcluding deserving locals? Intriguingly. private business schools do notmeet thesame resistance to price increases, and numbers of fer-pfofit institutions have grown rapidly ta mest the increasing demand for higher education, How ist that these businesses continue kobe profitable mhen universities are unableto cope? The ‘essential diference is that private business schools have been willing and able to invest money in improving quality and providing new and better facilities and services, Theseschoolk understand that they can only increase thelr perceived value {othe customer by offering top-class conditions for learning and by serving their graduates well beyond their degree When private business schools offer a complete program ofstudy, extracurricular activities, counseling, etworking placementand ongoing professional development services, thelr fees suddenly seer less excessive. Pu simply people will happily pay mote if they can see they'e getting better value for their money Publicuniversites na longer sheltered by benevol taxpayers, now find themselves expose potential extinction event, Adopting the business school model may prove the only alternative to going the way of the dinosaur extracurricular tacuity fee bike spark supsidy1 Building a career collocations relating to higher education action verbs for CVs verbs relating to career stags ie Buninens beats Cee etd Brainstorming Il Think of as many good reasons as possible for studying business. EB The letter below discusses reasons for attending business school. Choose one verb for ‘each of 1-10 to complote the letter with the correct collocations. Pear Semis, You aked ry advice about going to business chock. Wel, don't miss oct en a vonderfil yporiunty to () gain / boost / make snovlede and to (2) make / acquire / do ccs whieh wl eer you fora Were. As wel (2) gaining / recering / improving your erploabity ac (4) having / boosting / making your future tarvings. youll) get / have / obtain Ils of ‘im (2) geing to / doing / getting pater avd () doing / making / learning nerds you choose 3 goed shod, youl (@) enhance / receive /Yearn tution from experienced professors and (0) obtain / do / make practical experience that wil ally (10) enhance / obtain / gain {oa 2X, jour thors | vould‘ hesitate for one monet EB Look again at the list you made in Exercise 1, Are any of the ideas in the letter to Sonia ‘the same as yours? Which phrases would you add to your list? IE with a partner, decide which collocation from Exerise 2 relate to professional rathor than personal experience, Use them fo write sentences about yourselves that you could use Ina Job interview. Reading and vocabulary G1 complete the extract about how te pay for studies with the verbs from the box Se Ss if you're net lucky enough to be married to a millionaire or to have parents with very deep pockets, you may be wondering how to (1)____ the next stap in your education. Customs vary from ‘country to country, One of the most popular solutions is to (2)___astudent loan, sometimes interest-tree or tax- deduelible, that is only repayable when you are in full-time work. Many students who are unable to @)___money from friends or family prefer to (4) __ themselves by working part-time, ‘andi some are able to (5) _____grants from local government or 100) scholarships fom thelr universities. If you're already in work, try persuading your employer to (7) ___ your studies in some couintries, companies are bound by law to contribute towares further education, Gi What are the advantages and disadvantages ofthe methods of financing your education mentioned in the aide? Which ones would you use? Ei Work with a partner. You are going to ask questions and exchenge information to complete a description of a businesswoman’s education, Student A: turn to page 114. Student 8: turn to page 116. Talk about your edueation, Was it different from your parents’ education? What sort of ‘education would you like your own children to have?la Be Seah for the toywords sien verbs for resumes! = Update yaur Cv Sing dynamic action feos and phrases $ Vocabulary ED complete the CV with appropriate action verbs from the boxes. Then use them to write sentences for your own CV. contacted exceeded met presented recruited trained 2006-2008 Sales manager, Way2Go Travel, UK aw corporate clients by phone and (2) ‘tive tavel programmes to Boards of Directors a) and (4 now sales reps 6) sales targets forevery monih and (6) _____ annual bjectives by 20% chaired designed drew up implemented managed motivated 2008-2011 Sales and marketing manager, Hondo Holidays, Texas (7) sales materials and (8) innovative advertising campaigns 6) and (10) ‘a team of 40 telesales operators ay 3 wosking pariy and (12) proposals fora new e-commerce division Paraphrasing 1D Decide which verbs from the box can refer to people who: tobe dismissed tobe lakd off tobe made redundant to be on assignment tebe promoted to beresting to besuspended to be transferred tocive in your notice tojoina company to quit to take a sabbatical are currently enjoying having no work. are leaving a job they were unhappy » lost their jobs due (o poor company performance: 3 are making a geographical change are making positive career moves. 6 lost their job due to disciplinary problems. Listening for gist B 105-110 Listen to six speakers talking about caret Exertise 10 to describe each situation. changes. Use expressions from {El with a partner, discuss the situations below, What would you do if: you were promoted to & job you knew was too difficult for you! you were made redundant alter 25 years’ service ‘you were unfairly dismissed for harassing an employee? vau gave in your notice the day before the firm announced a 339 erred to Alaska? you were on sabbatical for a year? ister n Wg and discus: B14. 13 Listen to three people talking about career choices, Make notes on the problems thoy face. Discuss what you would do and why. Then compare your answers with page 119.> past, present and future > time markers eer pha Past simple She workest in Pari las year Fast continuous she wes working on a presentation when her laptop cashed Past perfect She had already worked in Pare oc 3 studert. Present simple She willy works fn London Present continuous She's working In Tokyo ot the moment. Present perfect simple she has workedin three counties so far. Prosont perect She has been working for us since 2008 Zero conditional if sna works hard she geisa bonus First conditional If exe works too hare, she'll get sick Second conditional IV she worked forthe competion, we'd foe business. Third conetional If she'd werked on her intervien sll, she would have got that job: wat She't probably work for tus tor another yee, going © She going to work fon her presentation [Ce Analysis Decide wich time markers in the box are usually associated with the present simple ‘and which are associated with the present continuous, always atpresent atthe moment currently often usually EE Decide which time markers in the box are usually associated with the past simple and which are associated with the present perfect. ago already ever for in just last never (not) yet since when Discussion EE with a partney, interview each other about the past, present and future, Ask and answer the questions below. The past ‘The present The future When did you frst ..2 ‘What were you doing when ..7 What do you usually? What do you do ifyou feel 7 “What are you doing on How are you going to..? Before you .., had you ever ..? At themoment, what are Whendo youthink you'll ‘What would you have done if you..? ‘Wheat will you do if ..2 youhadn't..? How many ..have you ..?_ if you were extremely rich, How long haveyou been ..2_ what would you ...? istening D114 Every ten years, the Franklin School fof Business organizes a reunion party Listen to a ‘Conversation between two ofits graduates, Fraser ‘and Jess, and take notes to answer the questions, a), What is Pracer doing at the moment? b) Where did Fraser work before? ) Why did Fraser leave that job 4) What has Fraser been doing recently? ‘2) What dd Joss do after leaving the business schoo? §) What is Jess doing at the moment 2), What is Jess doing soon? fh) What does Fraser discover about Jess? TF Wite out your answers to Exercise 4 as complete sentences, taking care to use the correct vatb forms.maternet tn forthe en) gccompisnment ents. Mace ilichmants in a [ eorimeview —— We have a very low drop-out rate ita) Roleplay Gi imagine you are attending a class reunion twenty years from now. First, complete the role card below. Nem (Qualifications aud yeor obtained: Marta and fsly sat ‘Previous jobs rl date, Corrrent job and starting date Future plans or ambitions: Persenal achicormenss: Carvers ivi Other profesional achievements: You are now at the opening cocktail party Circulate around the room and talk to as many of your former classmates as possible. Make polite conversation following the cues below. What. do? How long... your most recent job? What .. at the moment? What .. recently? What .. after leaving college? What next? Balloon debate [Bl Work in groups of three or four. You all work for the same private business school. Due to budget restrictions, there is not enough money to pay everybody's salary, so one person must be made redundant. Choose one of the positions below, then each present details of your past accomplishments, current projects and future objectives. The group must then dacide who has made 2 goed case for continuing and who has to drop out. MARKETING MANAGER Accomplishments created positive mage and brand name; oubled student numbers Projects evelop new markets and international contacts! lish partnerships with mejor corporations Objectives ‘become one of top ten schools In the word ‘open a campus on every continent HEAD OF ADMINISTRATION Accomplishments made school profitable after years of losses: negotiated reduction of debt with banks Projects get corporate sponsorstip and goverrrnent funding; offer scholarships for underprivileged students Objectives Improve facies and profitatity Imrocuce paperless ecministration PERSONNEL MANAGER Accomplishments fred boring professors, hired top consultants; arranged serrinars by famous entrepreneurs Projects implament performancs-elated incentives: introduce stur Objectives: higher salaries and longer holidays forall staf aid sabbaticals forall teaching staf valuations of teachers DIRECTOR OF STUDIES Accomplishments replaced old books with multimedia programs: developed exchange programs all aver the world Projects develop revolutionary methods of learning; provide indvidual tutoring for every student Objectives 100% success in exams with only 5036 study time; educate future Nobel prize-winners1 Building a career interview questions and answers expressions for giving roleplaying a job Pd Listening and discussion EBD 1-15-1220 Listen to six interview questions. Which are the most difficult to answer? How would you answer them? Listening EB > 121-122 Olivia is being interviewed for a job in marketing, Listen to two extracts from her interview ond answer the questions. 1 What 2 What docs Olivia say about benchmarks and feedback? 3 Why does she discuss objectives with her family’ 4 5 is the first question? What was the second question? What does Olivia say about people skills? 6 Ww ability has she demonstrated in her previous experience? Eh > 121-122 With o partner find suitable words to complete the expressions in the ‘checklist. Then listen again and check your answers Useful expressions: Giving reasons Introducing a point Firstly, As__ measuring professional success, | think As as my personal life is ry Seeing both sides On the whole... however .. ts ‘that lots of people have similar qualifications .., but, on the other not so many people have excellent people skils ‘Combining reasons Its important not. tounderstand what the company expects... but to listen very carefully to the feedback | get For one ‘working 2s a team... is essential in marketing, and fer real quality is only possible witen .. ‘Adding ideas Besides, . What's ‘they share the success when | achieve an objective. |... get people to work together, and in hard work. to share values like respect, honesty and. Language focus [Gi with a partner, use expressions for combining reasons and adding ideas to complete these answers to interview questions. What were the questions? 1 Mainly for the variely. 1___get out of the office «fot, Tmeet a tot of different people: the salary was much better than anything else | was offered! 2. Wel, its very close to whats known as the ‘Plastics Valley to lats of jobs, there are very good communications. __, it's one of the most beautiful areas in the 3. Several reasons really It realy relaxes me after a hard week, and i keeps me fit. You can't beat badminton fora good workout; and iS @ great way to meet peoplecee See) forthe keyiverc server questions sees 3 list of your arte asking and EI With a partner, use expressions for introducing a point and seeing both sides to explain the advantages and disadvantages of the following: 1 Living in your parents’ home or moving away and sharing « flat with friend: Fxample Firstly, loin vith your parents is not aleeays easy. Ont the whole it's cheaper to sta bur the experience of living azcay from home is richer As regards shariag wlth friends, it’ tr iat Sometimes there will be personality clashes, but, on the other hand, it good to keto there's always a friend around when you need he Siudyi 1 dislike but are good at, and which pays well, oF something you oing, are perhaps not so good at, and which is badly p 3 Having a part-time job cr borrowing money from the bank to pay for your studies, or working for two or Taking an interesting but badly-paid job in a small company in order to get more tesponsbilit ‘working all your life in the same town for the same company Roleplay Roleplay these job interviews, following instructions 1-4 Student A: interview Student B fora job as marketing assistant for the world’s biggest nightclub in Ibiza. ‘Student B: interview Student A fora job 2s marketing assistant for the world’s most famous or Bs to decide what qualities (e4. energy, loyalty, matucity promoting sludent events, ideal candidate, Prepal 1 Meet in separate groups 0! ‘ommunication, organizational, IT) and exper questions to test the eandidate in each area. 2 Agree on a time Limit, and meet & partner to hold the interviews. Each candidate should give reasons why they are the be 3. Alter the interviews, meet a the job person for the job. nups of As or Bs to decide which candidate will go 4 Meet in your paits of A and B to announce the result and give your partner reasons why they did or didn't get the job.1 Building a career paragraph f dynamic sentences for function cover letters writing a cover letter ‘accomplishment broker lead ing ‘outgoing tender venue 18 The Busins Bums Brainstorming EI tn small groups, divide the list below into Dos and Don'ts for writing dynamic cover letters, When you have finished, compare your ideas with the lists on page 121. Dos and Don'ts ____ start your letter ‘Dear Sir or Macam’ write @ formal introduction in the first paragraph, ___ ask directly for an intorviow. write at least 400 words ~ the more information you give, the better ____use sophisticated language to make a good impression, ____ follow the AIDA model used in advertising - attention, interest, desire, action, Model EX Complete this cover letter with the action verbs from the box. ee capture developed doubled exceeded = modernized obtained | Sette ee vane ewan — Dear Mr Crouch, Having (1) _ objectives and @)_ sales records in all my previous postions, and recent @)_my MBA in markating at Warwick Univorsit, I feo! | ‘am an ideal candidate forthe position of European Sales Manager at Starfield Nightciubs. Invmy last job as senior sales representative for Foxy Entertainment, 1 (4) new procucts for teenage customers, (5) sales staf and (6) _ the rmambership management systam. Over 8 two-year period, | move than (7), average reveres per vere Nightclubs are ahighly competitive sector of the entertainment industry, and | ar certain 1 have the skits o (@)__ market share and (8) _Starfieo’s protabity | would be happy to (10)__ my ideas In more detail at interviow, and | wil call you ‘early next week fo arrange a moeting. Ifyou have any questions, please fea fea fo contact me betore then. Thank you for your time and consideration. Yours sino, 1 kira Pointer Analysis Ei Decide the purpose of each paragraph in Exercise 2. Which paragraph is intended to: ‘+ request action? ‘+ give details of the applicant’s accomplishments? + get the reader’ attention? * relate the applicant to the company, showing why the company should hire her?fl Language focus Ei Match sentence beginnings 1-10 with endings a-j to make typical dynamic sentences for cover letters. 1 My outgoing personality makes me a), my formal education. 2. recently graduated b) to meet with you 3 [served as ©) a phone cal 4 Lattended school d) wstrong candidate 5 supported mysel ) a career in insurance brokering 6 Jobs such as bartending enhanced ) talk with you, 7 Thave the skills to embark on 2) by working in radio adverts 8. I would like very much hh) from the University of Orego 9 will follow up this letter with i) in Michigan, Arizona and Oregon 10. Lean arrange a time i) president of the debating seciety Output El in small groups, read the two job ads. For each position, list at least two qualities and two skills that the ideal candidate should have. Based in Paris, you will promote the asec in London, but with extensiv sp ining services of a top you wil be responsible for maintai Intemational busi hol to comparies developing a household name in v throughout E will generate and games, Liaising with head office in Japan follow up leads, handle client appointmer will design anc Implement marketing 1 and presentations. pi ders and ns for Europa, the Midcle East secure client commitment before handover Aiica, and ensure that cost and profit to account managers. objectives-are met. [Gl Divide into two teams, A and 6. Team A will apply for the position of Development officer for Executive Education, and Team B for the position of Brand Manager, EMEA, Follow the instructions below to write your cover letter. wate BE comisinat ne erepens See eehiorthebeyworde © 2 Plan the four paragraphs of your caver letter, using the examples you listed above Write your cover letter, Use action verbs whenever possible Be compile» cess Se Exchange cover letters with the other team, Read the other team’s letters and decide 3 Ss which candidates to call to interview. Announce your decision to the other team.identifying strengths and making a five-year plan Discussion lc business school funding: public or private campus students: 80% local and 20% foreign oF 20% loval and 80% foreign draw up fuculty; business leaders or researchers veritage location: intemational metropolis or small seaside town metropolis site: eampus or city centr sit back Reading Decicle which af the following features are more advantageous for an international Read the information about Mangalia Business School and list its strengths and Weaknesses in terms of its ability to compete in a global market. 2% son erepesn i Mangalia Business School (MBS) students 1 Founded in 1992, MBSis.a private business school in southeast omenia with an excellent reputation i forqualty in Central and Eastem Europe. Situated con the Black Seacoast, close othe Romanian mo | Business Centre, which hosts international ‘ f conferences and seminars, Mangala climate and cultural hertage make tthe Keallocation Hanan for both summer schools andal-year study ona well-equipped seaside campus with comfortable ! accommodation for 300 students. Theschool offers Coysrses Internationally recognized undergraduate and Master's degrees, as well as executive education tallored to the needs of individual companies. oo successful companies. Work placements are organized in Romania, Bulgaria, Hungary and 208 Ukraine, proving invaluable experience of International business. Faculty are recruited from Central Europe's most schats ea. 6, -—fonarian 0% nderoracate ftListening D 122 Listen to an extract from a presentation given by Radu lonescu, the Dean of MBS, and answer the questions. ~tomot pr fox te keywords Suchinon MGA 1 What alternatives is MBS facing due to globalization? juthow mech 2 What dose Radu lonescu expect from his quests? mes colt you te 3 What has lon Bumbescu offered, and what are his eanditions? SAMOA Grow upa Incloging tution mrg expenses, = In-small groups, hold a meeting to discuss the brief below and draw up proposals for MBS's five-year plan. Discussion Mangalia Business School Brief for international consultants 1 Sponsorship Should MBS accept umbescus offer to sponsor the sche? se point 3) 2Tuition fees Unt now fees have been average for business shocks fthistype. Should MAS maintain thi poli ase fees to higher than average level oreduce them toa lower than average level? (See point 3) 3 Development projects MBS can afford to invest in the development projects below as follows: ‘At current (average) fee levels, one project only. If Bumbescus sponsorship Is accepted, two projects Iffees are increased, one additional project. If fees are reduced, one project less anan The possible projects are as follows: + strengthen faculty and increase research funding * improve and extend facilities improve placement and career services + develop international recruitment and exchange programmes * your ideas 4 Promotion Please consider the following, as well as your own ideas: Who should MBS target: undergraduates, future MBAs, corporate clients? ‘Where should MBS look for its future clients: Romania, Central Europe, Western Europe, the US, the Far East, worldwide? Hovr should MBS promote itself: materials, media, events, incentives? uate oe a ie Listening 2 1126 Listen to 2 radio news report. How does this news affect your proposals? Presentation Present your proposals, The class should vote for the best presentation.2 Information > technology inthe 2.1 About business IT solutions workplace > attitudes tort a iscussion BESTV Dae} 1 EE Look at the pictures and answer the questions below. ‘Search forthe keywords | How isthe office of the 1950s different from today’s workplace? Smurtdatiolesn 2 What do you imagine the otfice of the future willbe like? about an emerging 3 Do you expect technology to make your life easier or harder? technoleay Discuss posible applications, an how they might Sureparteing change our lives: Ei Read the orticle opposite. Decide which statement a-c best summarizes the writer's: overall argument. a) Tachnology Bilge people Sav te b) Tectinology makes people work hurdet ) Technology isa waste of money [El Read paragraphs 1-4, Choose the correct summary a-d for each paragraph, 4a) How several factors have combined to make the workplace more pressurized, ) Poorly planned IT systems generate more work, not less c) Managers see investment in information technologies as a produc dd) Working conditions have become uncomfortable in recent times, ily solution, Read paragraphs 5-7. Write a sentence to summerize each paragraph. Listening EE © 1:25-1:28 Listen to four people being interviewed about their attitudes to IT. ‘Which are for and which are against IT? KAD 125-1: Listen again and summarize each speakers opinion. Do you agree with what they say? Why? Why not? Discussion Towhatextent do you agree with these statements? 1 The computer is the most important invention in the history of civilization 2 A computer makes it possible to do tasks which were completely unnecessary before. 5 To make mistakes is human, but to really mess things up, you need a computer. 22 BukinesPeed sake « breather In secent years, three forces globalization and the need lor spe combined to change the work enw used 1 be & comfortably busy routine ba A nomstap workshop in which mest people feel they: can never stop ta take a breather downsizing, d— have ranent, What hecome The result of downsizing is a mad dash to era more work into fewer people, If six people i doing the work that ten used to do, and at the same line are expected to meet or exceed previous budget andl productivity targets, something has to give, To this presstire-cooker environment, in which everyone is supposed to “do more with less; we can add the globalization wend that has swept through corporate boardrooms. To the extent Ha global competitors have a lower cost structar which many dé because their lalour costs are se much lower — US and European firmy have yeu another reason u) keep budgets and headdevunts lower The final ingredient in this mix is flere competitic ilted in the pressure 10 do everything Easter Bb ce ay cone learn the quest for elficienc and speed is 10 point 10 the multibillion-dotlar inyestmenis that have been made in ITT eq) nd services. The new PCs and corporate actworks a productivity and profits, and will, In fie their companies to "do more with less supposed & Thisis true. But another truth has become uried under the technology sales pitches. Achieving those gains will happen only after a significant initial investinent in training and ‘system integration’ to make sute that all the pieces connect well with each other: Pouring thousands of PCs and miles of cables into,a corporation isa great way to waste money unless the systems ancl processes that technology is meant to anttomate are overhauled this hus all hecome somewhat irrelevant, The expectation is that more technology n cl more output per employee —and when those results dont always n them is to require pesple ta work longer hours ically occur, the: only way to produc S Oddly, the sanwe thing happens even when the technology clelivers as promised. Consider the ‘ease of presentation software such ay Microsote PowerPoint, which has become a standard otfice tool, Before PowerPoint, 4 graphics presentation woud have to be created by a graphic artist With PowerPoint ane! its sofiware cousins just shout anyone can sit down ata PC andl, with much raining oF practice, produce an on-screen presentation or slick set of slides, handouts or transparencies that look fully professional On the one hand, this software iy actually a productivity tool —it takes only hours to do what might have taken days previously. and the result is just as good. if better, Buu it doesn't stop there, Now everyone sees how easy tis 0 use these program, they are used more and more Thus. senior manager who wouldnt have considered asking an analyst to spend a couple of days working up a slide presentation using Stone Age technolags, doesnt hesitate to direct the same analisi to prepate that presentation using the desktop PC and PowerPoint, The goal is for th anulyst to save time by using the softwares the likely utcame jy that he or she spends more time on presentations and has less time available for other aspects of the job. IF youe starting to think that, instead of working ‘on a plan 10 cope wih pressure, tight deadlines and non-siop work, its time to polish up your résumé and look elsewhere, I'm afraid T have some Foal news. Phe graass realy i anywhere else mnuch greener ‘or at least, not a whole lot gre| | | | | | 2 Information > comparative phrases > verbs relating to IT > expressions for giving information crash in the loop. pater pplugrin stretched 2 Pe iee ome uan Discussion EI ‘information is too valuable to be left to IT departments. In today’s business world, every manager should be a computer specialist. To what extent do you agrea? Language focus EW Decide whether these phrases indicate a small or a large difference abit more expensive a whole lot more expensive considerably more expensive fer moreeipensive marginally more expensive infinitely more expensive slightly more expensive somewhat more expensive Use expressions from Exercise 2 and appropriate adjectives to compare: two compuiters you have used two ways you communicate with your business contacts or your friends two software applications you have used. ‘wo ways you use the Internet two printers you have used. two electronic devices you would like to own, aserver and a PC 5. avirusanda bug a laptop and a tablet PC ‘suite and an application aa patch and a plugin a crash and a hard-disk failure L 5 4 [Gi Explain the difference batween each pair of computing terms. 1 3 the Internet and an intranet 4 ‘4 workgroup and a workstation Reading and vocabulary IG’ George Skopalitis is in charge of IT user support at First Northeast Bank. Choose the correct verbs to complete the email he sent to his boss. emai 2 Maurice, {As you know, our IT resources are more ard more stretched es we tr to cope wih an ‘ageing system. We desperately reed to (1) advance / uparade / promote the operating ystom: software applications are 2) creshing / collapsing /faling more and more frequently, and the server (9 fell down / went down / cropped down three times last week ‘There have also been several cases where mpertent documents have been (8) rubbed out / biarked / oeteted.O} course, Nave (8) Mserfec / installed / placed patches and (9) uploaded 7 downloaded / unipped new crvers wheraver possible, but we cant go on ike ths. (What's more, there's no time for new projects like (7) setting un | fixing up / pulling up mobiie Intemat connections 50 that out saes teams can (8) register /note / entar data on the system when they're on the road. Werreally reed investment now! [Gi Complete these sentences with the correct verbs from Exercise 5. 1 Most PCs vome complete with an office package, but sometimes you have to it yourself ‘On average, when 4 company’s IT system —_,it takes ten days to fix everything users lack imagination, When asked toa password, the most common choice 's password 4. There are several programs which can rescue your data if you accidentally 5 An incorrect memory address is the most common reason why PCs 6 Itonly takes minutes toe webmail account that you can access from anywhere in the world 7 One of the few remaining advantages of desktops is that its easier to_ components Research suggests that people who egal mp3s are also big spenders on legal rnusie sites.eas pie funtion of your ne to find L Listening D 1:29-1:30 Listen to eight messages on George's volcemail, Match speakers 1-8 with the problem they are experiencing a-h. a) they cant install something b) some computers need upgrading ¢) they need to download a program the whole system went dawn 6} they have to enter data quickly 1) their computer keeps crashing 2) connection hesn't been set up Ih) they deleted some files KE D 1:25-1:36 Listen again and complete George's notes with the words from the box. || anupdate. back in informed know ring loop touch 1 give Ebony Brooks a about backup 2 give Maurice ___on appointments application 3 get in_____ with Martha re. laptops 4 get______ ta Lincoln Thigpen — presentation slides 5 keop Camilla Ramsey in the ___on solutions to database problems 6 let Maurice __ aout Marketing's Internet connection 7 keep Marvin about sound eard driver 8 fill Cara Bickerson on voice recognition software Paraphrasing El Replace the expressions in bold with the expressions for giving information in Exercise 8. Can [ give you an answer jater this moraing? I'm in « meeting at the moment I'd appreciate it ifyou could include me in the group of people you inform, We don't have a firm date for the meeting yet. Well tell you as scon as we do. While I'm away in the Far East, like you to give me regular progress reports by email Before the meeting starts, can you just give me some details on what was said last time? | just can't manage to contaet her ~ I've tried everything: phone, fas, email, snail mail, even pigeon! When you get backs from your holiday, 1'l report on what's been happening. Could You contact me by telephone, please? My email server's down at the moment Discussion DD With » partner, prioritize the tasks on George's to-do list for tomorrow, CED wanes ike meeting avalaole: iv a acpartments asap — neve all a day Sound card drivers for marvin (President's nepicw!) ~ simp = at on tour? tora v2. voice reeoanition = neds mayer an hour over Larch? 00'S assistant wants WiFi but sae only works at ker dest! ~ one tour or so Taformation From datebase venders — & couple of koursy but probably no budget this yeor Bestrstt of presentation Cor lew York cantirénce - dkedtine is Fomorrou — ont hae 16 naw leptons maided ~ Us special er ends tomorrow ~ om hour or Aue? Appointments epplitation - tw or tire? wows work, but software update cis in tree wets Ehony Brooks v2. baciuip software ~ stoulel take 30 minutes, bit si" 4 Sw Larner Marketing's Internet connection 1S down again ~ at Ieast an bor ond a ale Business20 25> comparatives > superlatives polite requests and responses Peet bet sf Comparatives hatfas | fast twiceas_|easy far ‘much expensive Superiatives the easiest the mort expersive 26 eR uu eur mit Language focus IE Read the conversations comparing using the tran with flying. Underline the comparative phrases. A: Travelling by train is just as quick as fying B: Nonsense! Flying is much quicker Az Well [prefer the tin because ir less complicated A: The tran isnt half as expensive asthe plone Bs Asa matter of fact, the tain is lightly more expensive these days A: Well, ill prefer the tran because its lar moze comfortable Bi witha partner, have similar conversations using the adjectives in brackets to compare the following: Taxis versus buses. (cheap, uncomfortable, ..) The car versus the bievcle: (healthy, dangerous, 3 Charter flights versus scheduled flights (reliable, useful, .) 4 Motorways ve 5) Bed and brea 1s country rouds. (safe, fast.) gat versus hotels. (comfartable, luxurious, ..) © Campsites versus holiday clubs. (expensive, naisy, ..) Car ferries versus tunnels. (easy, quick, ..) 8 Soll.drive tours versus coach tours, (eco-friendly, boring EX what is special about the following? Use the adjectives in the box to help you. big expensive fast fast-growing large old profitable valuable 1 The Bugatti Veyron Super Sport 5 ‘The Nisivama Onsen Keiunkan Hotel, Japan The Lzmailoxo Hotel, Moscow 6 Rassia Exxon Mobil 7 Boeing 747 4 WalMant 8 Groupon Discussion and presentation [Gi With a partner, choose a destination in the country you are studying in. In column 1, write four ways of reaching that destination (by bus, on foot, etc). In columns 2-5, give each means of transport a score from 1 (= the worst) to 5 (= the best). Add up the total scores and present your condusions to another pair. cost time comfort carbon footprint _totalare done for you, Since 1965, Moot’ law has sbserved thar computer chips | become five ax poncerful {poweriul x2) every 24 months A similar forrmula, Kryder's Seog that hard dslespace ss only all. as expensive 1/2 expensive) ait was two years 4ag9, Gordon Moote says his Expanding notes EE Complete the article with a comparative phrase suggested by the prompts. The fst two (2)__ (+ gaol + goo), However the picture is not G)__€ positive) ir once seemed. Yer another law, Wirth’ aw stites that softwave get slower Id) (+ rapidly) handvware ges faster! Moore’ law ako meats that new produets must be developed (+ bulky) oF (8) (generous) in storage capacity than the competition. Moreover, physical barrens lke temperature make it almost impossible ro ran PCs at speeds ()___ te high) 5 GHz. It now maka sense to vse mone memory space to accelerate dike sa) (ebeuutifil) 6) (quick + quick). | aceass, since space is hecoming be had first realized: comteary to Any prosluct which is launched (10) __ espensive) Murphy’slaw—anything thatean | just two or three months late will | than computer processing speed. 0 wrong, will—Moore’s be 10-15% (6) law means everything gets (slow), (7) [Gi match the two halves of these quotations L The nicer I am, 2 The more you chase money, 5 The more I want to get something done, 4 Pma gicat believer in luck, and [find the harder 1 work, 4) the more | have of it. (Thomas Jefferson) b) the less I call it work. (Richard Bach) ©) the more people think I'm lying. (Andy Warhol) @) the harder itis to catch it, (Mike Tatu [with a partner, complete these sentences to make your own quotations, 1 The older get, the 4 The more { 2. The more money you earn, the 5 The 3 The harder you work, the the Dealing with requests EF Cross out the inappropriate response to these requests for help, asin the example. 1 Will you get me a cup of coffee, please? 4) Neckaron't b) Yes if can have one of your biscuits ©). Sorry, ve got 190 much te carry 2 Can you tell me how to switch this projector on? a) Yes, Fean bb) No idea, I'm afraid €) Pm sony, Enver use it mse, 3 Could you possi get me a Sandwich when you go out to the post office? a) Yes, with pleasure by Sure if you could answer the phone while T'm out ¢} Yea could possibly. 4 Twonder if you could spare the time to make afew photocopies for me? a) Yes, | would b) I don't see why not. 6) Ushould think so, 5 Would you mind giving me a hand with this table? Ws rather heavy. = research whe problem, ey ee keneech ¢) Notatall computer wee ehedyou Negotiating ayeurt las. El Work with a partner to practise asking for help. Write a list of five things you need to do tomorrow. Then negotiate to delegate to your partner the ones you don't want to do. Business2 Information » listening for register and Inference expressions for telephoning > roleplaying telephone tuations IP address ‘mustn't grumble small tak wrivial 28 Pe | Discussion El Decide how far you agree with these statements about telephoning. Write / agree, Itdepends or lisagree. ies important te have a few moments of small talk before geting awn to business. You can never be too polite on the telephone its mich easier to say "yes than to say "no When you can't help someone, it’s better to sty ‘no’ directly than to make up excuses. ‘The caller decides when to end the cull; the receiver should wait for the callers signal. weune EB Discuss your answers to Exercise 1 with a partner Do you think it's differenti other parts of the world? Listening for register ED 137-140 Listen to four telephone conversations and answer the questions below. 1 Which one is polite, informal, impolite or too polite? 2. Inwhich conversation are the speakers friends, acquaintances, colleagues from different departments or managers in a large company? Listening for inference EE 3 157-90 Listen again and answer the questions fer each conversation, 1 What guesses ean you make about the speakers? Imagine how old they ate, what they look Fike, what they do and what kind of lives they lead 2. What is each speaker's opinion of the other at the end of the conversation”? EBD 1:37-1:00 with a partner find suitable words to complete the expressions in the checklist. Then listen again and check your answers. Useful expressions: Telephoning CChedking the other person can speak now Hove yougota ___of minutes? Requesting help 1__ you to give me. Do you____to know how to ..? I was wondering tI could ask you a_. Do you think you could send me. Any ——__teould Refusing help, V¢___to help you. but .. 1 ‘could help you, but... Normallyrdbe______tohelp, but. Theis Ending the call ‘Anyway, | won't__ you any longer. Imustn't____any more of your time. Anyway, Fd batterok i research ‘ecldeon your eatin. [Gi Complete these dialogues with suitable expressions. Then practise them with a partner. Alex: Billie: Alex: Billie: Alex: Oh, hello, Alex. Hows it going? No probiem. I was just going to have a break anyway. ‘Well, P'm sonry to disappoint you, but I don't know much about it actually ‘OK But just let me know if theres anything | can do, OK. bye, Hello, its Chris here. I'm not disturbing you, am 1? 1m just calling to ask if yout mind doing me a favour, actually, Wall, do you think 1 could possibly boerow your copy of Office 2010? Ineed to re instal it, and 1 can't find mine. Oh, I see, Well, never mind. Hthought Pd ask, just in ease. Anyway, I won't keep you from your work. Thanks, Dee: Erin: Hi. It'sme, Sony to bother you. You wouldn't happen to have the new IP address, would you? Frankie: = rin: Balliant Thanks a million Frankie: Erin: OX, then. Ill et you get back to work Thanks a lot Bye. Roleplay Ed With a partner, practise roleplaying different telephone situations. Use suitable formal/ polite or direct/informal language, and include small talk, as appropriate Student A Student B call allt ‘You are new in 8 small law firm where the managing partner ‘computer problems. Your PChas broken. dovin, so ppariner wil start call ‘You receive « call from e colleague you like a lot. You start by answering your phone. call ‘new address. Your partner will start You are the managing partner of a small law firm. Ise deals with all You are also the firm’s computer expert, but you are very busy and fed up with receiving calls about trivial you call her/him for help. Your computer problems. You receive a call from one of your new employees. You start by answering your phone. ‘You have been having problems with your emell. You think you nave fixed it, but you need to test it. Calla colleague and ask them to send you a test mailto your For more telephone situations, Student A should look at page 114, and Student B should look at page 116 29——_—__z___—_—- - 2 Information > memo style and register Peay ec) > paragraph order Discussion > wntting a memo 30 El First Northeast Bank has realized that many members of staff just ignore memos. ‘Think of some reasons why memos often get ignored. Model By Read the recommendations on momo style, Then answer the quiz that First Northeast sent to all their managers. Choose the option which best matches the style recommendations. FIRST Northeast Bank Recommendations ~ writing memos Fersonaize your memos: use |, you, we fo Make peooks feel directly Concemed. Use active rather than passve verbs for a mote conversational, readersrienaly style, Use verbs in preference fe nouns, and avoid jargon and technical terms; write sentences which Your grandmother would understand Make If clear and unambiguous what you want people to do and when. Focus on the benefits to the reader. not on rigid rules or procedures. oe one Managers quiz — a 4 1 Amemo is a document that you send to people inside the company / a method of documentary communication for internal use. 2 The objective of a memo is to solicit decisions and policy or behavioural changes / to get people to do something 3 In the past, we wrote memos on paper now we often send them by email / electronic transmission has been widely adopted. 4 To write 0 good memo you need careful forethought, layout and revision / to plan, 5 6 ‘organize and edi your ideas carefully, A good memo tells you clearly what you have to do and when you have to do it / is one in which both the desired outcome and the target time frame are specified ‘The purpose of this quiz is to ensure that the principal rules of memo-writing are respected / to help you write effective memos. Analysis Read the suggested format for memos. The paragraphs in the memo below are not in ‘the correct order Number the paragraphs 1-4. Format for memos 1 Define the prabiem. 2 Tell the reader why they should fee! concemed. 3 Say what result you want to get. 4 Say what you want the reader to do and when, VAN DER HEYDEN B.V. Subject: Unauthorized software 1D | would like us al to carry out this check by 15 Saptember latest. Ploass examina your laptop cerellly, and delete any unauthorized software. If you need help, | wil bs avalablo ovary aftemeon between 1 and Som Thank you for helping to protact our calleagues, our jobs and our company, O Htinspectors find unauthorized, copyright material on our systems, Individual users, management and the ‘company itself Gan face heavy fines and even criminal prosecution. itis in everybody's interest to avoid this risk 1D As you probably know, the European Commission is stepping up its fight against software piracy, and we expect 10 See systamatc inspections of medium-sized companies ike ours in the next six montis. 1D This is the reason why im asking every employee in the company to check that there is no unauthorized software on their computer. This couls include unlicensed copies of business software, downloaded programmes anc even mp3 mus tiles,eet Porta. Teel Hah Schoo! Peeoutscut in tate aor Refuse to Work Language focus IZ Match the examples of officialose 1-10 with the reader-friendly versions a 1 itis recognized 2 with a view to alleviating 3 adjacent to 4 ) difficulty b) immediately ) there's not enough ean itis imperative &) i ere was Bitte tuna ecto itis inadequate 6) next to Pe vscovemments 6 staff are reminded 1) please remember ibe gwar ste 7 area of concern ). we must Sem sallancuone cow . 8 ee noes & inthe event of Ii) thank you fo Seeaniesof forthwith i) tosohe ecto arguoge. —«10-—. is appreciated iD we realize —— Writing a memo Ed Witt a partner rewrite this memo in a reader friendly style. Refer to Exercise & to help you To: All sa From: April Jenkins, Date: 10/8/12 Subject: Parking {cis recognized that on-sice parking is currently inadequate and plans are currently being examined ‘with a view to alleviaeng the problems. ‘One currentarea of concern is the area adjacent to the logistics warehause. In the event ofa fire, it would be very difficule for emergency vehicles to reach the fuel anks behind the building. leis imperative chat access to this and all buildings is kept clear. Members of staffare therefore reminded that vehicles may only be parked in the official car parks. ‘As from Monday 13 August any ears parked on access roads will be removed forthwith, The assistance of all motor vehicle users in this matter is very much appreciated, Output [GD 141 Liston to a voicemail message from your manager and write the memo he refers to, | eerie | al Work with a partner. Your top management have asked you to make a proposal for the Secthought company’s three-day international IT conference. Think about these questions. 1 Whyis an IT conference important to an international company? 2. What objectives do you think management want to achieve? 3 What are the ingredients of a successful conference? Ti write a memo proposing dates, a location and a programme for the IT conference. You will also need to get approval for your budget. (Last year’s budget was $700 per person.) [Ei Read all the memos and vote for the best proposal.Discussion EI When experienced staff leave a company, what are the consequences? Dacide whether ‘these results are likely or unlikely. better morale better promotion prospects higher salary costs higher training costs, improved customer service increased productivity more mistakes more overtime younger, more dynamic tears Read the newspaper clipping. What reasons can you think af to explain why | ! | Reading | Picretnen St earcnaveracar aocmar Rising Star promises to make sparks fly Thanks to an aggressive commercial policy, the Nigerian bank is growing rapidly all over West Africa, especially through its subsidiaries in Ivory Coast, Ghana iaepal aon nkevicetpeltclay lay prtued trae, Ge ED | aN 1o; Astrid Kuhn, Managing Director From: Joseph Ikpeba, Operations Manage: Subject IT policy Gur system down time problems are going from had to worse (see attached figures) and we re beginning to lose corporate clients, The problem appears to be the result of exceptionally high staff turnoverin the IT department. Half of our systoms administrators ace new graduates with less than ane year’s experience, and Saul Finlay is recruiting again for the third time in six months ''m afraid | have to remind you that both down time and staff turnover were very minor problems before Seul arrived in 2010. Sauls answer is that he needs invesimert in even mars new hardware. However, | am not sure that this is the solution; | feel strongly that we should investigate further, not least cause some staf have implied thatthe systam failures might be deliverate, Could | possibly ast you to speak to some of the people involved and to hold an executive committee mecting as soon as possible to decide how to deal with these problems? oy a2 os Od Oh OO IFTurnover 2008 2010 Total stat 6a 6 New hires 711%) 19 (2855) 34 (40%) Retirements. 463%) 507.3%) 6 (7.6%) Departures 347%) 10 (14.7%) 15 (19.2%) Who wrote the memo and why? What does he want? What has changed at Meteor Bank since 2010? Whut reasons can you suggest for the trends in the figures?BD 102-145 Astrid Kuhn dacided to investigate. Listen to the reactions she received when she spoke to four members of staff, and complete the notes, Ameobi ieee eno Joseph tkpeba Hougets eMeeminey cecriean” (ates oad saeiisenee age department, Lagos | Opinion of Saul Finlay Mistakes | successes Recommended solutions Discussion Gi To what oxtent do you feel Saul Finlay is to blame for Meteors problems? = Fl Work in groups of three or four. Student A: turn to page 115, Student B: turn to page 117. Student C: wen to page 120, (f there is a fourth student, they should be the chairperson.) Bia Discuss the agenda below and draw up an action pian for Astrid Kuhn. Executive Committee Meeting How can we reduce staff turnover? | How can we reduce system down time? How should we react to accusations of malicious damage in the IT department? Should we agree to Saul Finlay’s request for investment in {T equipment in Lagos, OF invest in improving our IT network in our foreign subsidiaries? Should we consider oursourcing IT? How should we evaluate Saul Finlay’s performance, and what action s needed. f any?Review 1 Pte eet El Compiete the text about going to university. Definitions are given in brackets to help you. How do you choose your university? Unless you are lucky ‘enough to win a (1) §___p, {money awarded to excelent students), you'll have to decide if you can pay’ the 2) {____s (price of tuition), Perhaps you'll be impressed by the quality and reputation of the (3) f___ty (all the teachers), or perhaps by the sports and social (4) {ies {rooms equipment and services). You may tlso want to think about the choice of (5) e___r (other than learning) activities and whether the university has a good (6) pt (helping students find a job) service EB Nake expressions by matching the beginnings and ‘endings of each phrase. widening acess to the uncomfortable the resources to match students get good vale 1 2 3 4 5 amountain 6 wgow 7 robbing the poor 8 governments continue to provide 9 massive hikes in 10 willing and Oo Oo oO a oO 19) auniversity education ) their ambitions ©) to pay the rich, @) truth, great lengths for their money ) student fees 1h) able to invest i) toclimb }) subsidies El Complate the sentences using the words in the box. exceed recruit assignment chair dismissed drawup laidoff implement meet present | sabbatical train 1 After you them. 2 I's good if you ean jour sales objectives, but it's ceven better if you can them. 3. Wsnot enough just toa few proposals on paper: you've actually got to the plans, 4 When you become more experienced, you have to working parties and even programmes to the Board, 5 Ifyou lost your job because of the comy ‘you were, but ifyoee did something wrong, you were 6 If you are working in another geographical place, you are on if you are not working because you want to study oF waite, you are on new sales reps you have to a8 Buxinens20 Ei in cach sentence, put one verb in the past simple (dic), one in the past continuous (was/were doing), and ‘one in the past perfect (had done). vt (Gnd out) the oth sles department has been dismissed. 1 day that Pierre from the (wonder) why 1 {not/see) him for a while. 21 {usi/finish) working on the spreadsheet when the computer (crash). | can't explain it ~ 1 (not/do) anything unusual with the program. Put each verb into the most likely form. You might need an auxiliary like will or would. Use contractions. A: 11) (ee) Anita, (2) _ (tll her about te job vacancy as well Bi: Bur AnitaS on vacation. She trekking in the Himalayas Ifyou @) (se) her, (4) —_ (be) ‘ery suprising ‘A: Anita? Trekking in the Himalayas? New that rally is suprising, If Anita (3) (go) on vacation, she usually (6) (go) to the beach. [GZ Fill in the missing letters to complete these linking words. Introducing a point 1 Aste_—_de/As___as.. iseon____ed Seeing both sides 2 Onthewh how ___. / Ts trae that .., but the oh Combining reasons 3 Noto, buta___.../ Foro__ he {and for as = Adding ideas 4 Bes, /Inadd__ I Use one expression from each of the categories in Exercise 6 to complete this text, ve lived in the same town all my life. My family and friends are here, and its calm and peaceful.) there's & good sense of community and I'm happy. But f'n starting to wonder about my career 2) it'sa small town and there arent many interesting jobs, want} to develop my language skills and work in an intemation environment. (5) salary —_, that's not so important right now - experience is more important. So L don't know what to do. (4) 1 think the best just to wait andl see what jobs are available locally — if [see a really interesting job advertised in another area, Ml apply for it and see what happens. EX Complete the sentences from cover letters with the action vorbs in the box. | broke developed doubled enhanced support I previous sales records, more than average revenues per nightclub 1a range of new products for teenage eustor 1 inyself financially by working in radio advertising sates, ‘These parttime jobs my formal education.Review 2 ED Match each verb with a phrase a-t. met 3 make 5 waste keep 4 boot Fl ke 0 4) 8 mulibilion-doliar investment ia IT equipment and ©) or exceed budget and productivity targets “only hours to do what might have taken days previously 2) productivity and profits © budgets and headccunts low because of global competitors money by investing in TF without at the sume time vertauling the business processes itis meant to automate E¥ Complete the definit ‘words in bold. {Another word for an iPad is a laptop / tablet 2 A short set of commands to correct a bug in a computer program is called a pateh / plugcin 3 liyou get abetier or more recent version of some Software (or hardware), you promote / upgrade it 4 Acollection of PCs and servers all connected together on allocal area network is called a workgroup / ‘workstation 5 Ife server stops working for a time, you say that it went down / fell down Ifyou load and coniigure a new piese of software on sour computer, you insert / install it > Tokcep your computer programs up-to-date, you have {o frequently download / offload patches and new versions, & Ifyou make some new technology ready for use (or the first time), you set it up / fix i up, onder) when the correct jons by under — (be) vis ne EW Match the beginnings and endings of the phrases. =) all & set © get 3) sive © give # let in touch with someone someone an update someone in on something someone knew about something back to someone about something somone a ting (= call) sin ut Pn small [vant El] Match the expressions in Exercise 3 with the ‘efinitions below. Be careful - some are very similar 4 Tell someone about things that have happened recently g 2 Give someone the most recent information. 5 Tell someone something 4 Speak or write to someone, especially after you have ‘not spoken to them fora long time. og S Contact someone by telephone. the | Givesomeone an answor at a later time Ei Correct the mistake in each sentence, ported | 1 X's software is far more expensive as Y's 2 Y's sofiware doesn't have nearly as many features than Xs ub. 3. My intemet connection is lot fasier than yours. tomers. | 4 My intemet connection is only halve ws fast as yours. 5 Big brands can be double as dear, 6 Ink jet printers cost. fracture of the price of laser printers, 1 Why buy @ PC? They are a lot fewer reliable than Macs 8 There’ infinity more software for PCs 9. think Yahoo* is a more beiter search engine than Google. 10 Have you tried the Microsoft Live* search engine? It really is the most better, IG Put the requesis in order of politeness, from 1 (most informal and direct) to 6 (most polite and indirect), 10 20 30 #¢0 so eo a) Could you give mea hand? b) Give mz a hand! ©) Will you give me a hand, please? d) Do you think you could give me a hand? ©) wonder if you could just give me a hand for & moment? }) Would you mind giving me a hand? (Note; Answers may vary but should be similar, The order can also depend on how you say each sentence.) Complete the expressions used in telephoning. 1 twas w_____ing if could a___ you a f___? 2 Anyway, I won't k____youany | © 3. Fm not dist___ing you, am 1? 4 Iet___anych____Teould 2 5 Doyouhs—_ nto know if... © Have youg a co___e of minutes? 7 Tmustnt upany m of y__. ee @ Isthisag _____te___? i Mateh the expressions in Exercise 7 with these uses a) checking the other person can'speak now OCIC] ) requesting help ooo 6) ending the call oo Ed Rewrite the memo replacing the underlined phrases with the more user-riendly language in the box. ifthere was regularly ewe remember know need please ‘thank you for3 Quality > the Japanese approach to quality > procuct quality ere research Search forthe keywords planned cbsolescence (or built-in obsolescence to find examples of this prectice ard find ‘out why manufacturers peed to take It into ‘ecount when designing new products List the frguments for and ‘against and report back tothe dass. 26 Discussion El The box below contains factors that influence decisions to buy. Number the factors 1-7, depending on how important they are to you, (1 = most important; 7 = least important). design durability environmental friendliness modemity price quality value for money EA Discuss how the order would change if you were buying: + wear = a packet of breakfast cereal + awashing machine © a leather bag + an mp3 player = laptop Scan reading El Read the article opposite. Match the headings a-h with paragraphs 1-2. There is one extra heading. 8) No survival without quality ¢) Superficial quality b) Reliability snot enough f) Quality in design 6} Quality and cost 2). Closing the gap’ ), Quality culture fy Quality for qualit’s sake Reading for detail El Read the article again and mark these statements 7 (true) or F (fase). Western companies have caught up w ‘The Japanese expect things to work properly, Producing reliable products guarantees a strong market position For a quality programme to succeed, senior management do not need 10 understand the key concepts. Quality analysis is a sensible way to solve any’ performance problems a the Japanese in terms of quality 6. The iPod is not the only Apple® product which has enchanting quality Ei find words or expressions in the text with the following meanings 1 Something which suddenly becomes very popular (paragraph 1) lay hard to do something dificult (paragraph 1) expect something to be there as normal (paragraph 2) «varity of objects or things (paragraph 3) mistakes you should avoid (paragraph 4) things which are fashionable for s shor time (paragraph 4) to make something unsuccessful or unpleasant paragraph 5) something surprising or impressive (paragraph 6) 4 6 8 Lister a clectrical goods sector. What products do you think he o 16 Industry analyst, Warwick Fender, is speaking about quality in the household il talk about? Listen and check. EdD is6 Listen again and complete the sentences. 1 ‘The white goods industry has been accused of designing products to last 2 Consumers today expect electrical goods more often, 3. Repairing products is expensive due to the cost of and 4 Ethical consumers are reassured that it is increasingly possible (0 products, Discussion [El In groups look at the products in Exercise 2 and discuss the questions. Then present a summary of your group's ideas to the dass 1 Do the products have taken: for granted quality, or enchanting quality, or both? 2 Ave any of the products designed with planned obsolescence in mind?TWO KINDS ee eT a er fe ea eee cae ere OES 10) 8 WA eee seb telands mee to success in business The Japanese actually have tw Pee eo ee Cee standing ofeach fs necessary to compete today, Quality remains an elusive target for many Western companies, even though the craze or quality has been around forseme Iwenty years. Yes, progress has been made. 1 1980, the average ‘arproduced by Ford” had twice as many product flawsas the average Japanese cat By 1986, the lapanece auto industry lead over Ford had shrunk from 100% to about 20% as Ford made quality its number one prionty. But since that impressive burst of progress, mary companies have struggled 10 keep up ‘on quality, even as the Japanese began building more of their products in the West with local warkers, he truth fs, the Japanese have an unfairadvantage, Japanese culture intrinsically values quality and appreciates the smell detalls hn fact, the Japanese expression for qualty is otarimoe hinshitsu, which can be roughly vanslated 3c'taken for granted quality: What do the Japanese take for gianted whenitcomes to quality? They take for granted that things should work as they are Supposed to, and they even see an elegance to things working properly, whetherits cars subway schedules tracitional awer arranging ofthe famous tea ceremony Japanese manufacturers became so obsessed with taken for ranted quality that they created a steam of innovations that uit onthe concepts of Fd Deming, the renowned qualty management consultant. Their inovations included lean manufacturing just-in-time industry and design for quality In todays competitive markets, manufacturers need to make quick pronress towards thiskind of quality they dont, you can take for ranted that they will go out of business. This istrue even for zemall,entreprencurial companies The ability to create products and services that work's ne longer a source of long-term ‘ompettive advantage. thas become just the price of admission to most markets, I the stuff your competitors make works beter, your customers arent going tobe customers forlong, Though much improved, ourqualty record stil isnt what i ight be Hereare two traps ve seena lot of companies fllintoon theroadto quality Ones faking commitment. Theres ne way round i Whethe’ youre adapting total quality management (TAM) or other quality schemes, these techniques require ‘everyoné in. acompanytoleaen how to think and work cifferently, Too mary senior executives adopt the latest fadsas they come and go, withouttaking the time to lear what thase processes 2x2 and how they work They leave the deta of quality tothe folls below them:a sure way tohave a quality programe fal ‘A the other extreme, some companies become so quelity process obsessed that quality management techniques cease {0.be a t00\ to Improve the company’s performance and instead becomean endin themselves. Stavstica analysis should be used for questions for which a company doesn’ readily have an answer. Instead, organczations sometimes qo through long analytical processes for problems that alittle common sense could have slved. And nothing sours an organization on ualty faster than meaningless work: “That brings us to the second of the two /apanese expressions for quality: miryokutekihinshitsu, which means enchanting ‘quality Ths bind of quality appeals not to customer ‘expectations about reliability that things should do what they're supposed to - but rather toa person's aesthetic sence of bbeauty and elegance. That's what | think Apple” got right with the iPod and its many offspring, The nano belonging tothe man sifting next to meis a marvel, not just of miniaturization, but of founded edaes ina world of sharp comers. Cee Andas put oa myoun Bose headphenes.| realehaw much | commitment appreciare being able to retreat to craze my Zen spaceamid therumbleofthe end artiaf engines ratlngsering carts fake ‘and chatiering passengers fthese products dirt work oroperly when Yyouturnedthen on, nabody would buy thom. They would lack atormae hinshitsu. But with the hungny competitors in most markets today, teken-for-granted quality by itself may not get thejob done. plannedibuilt-in obsolescence roughly struggle take for granted3 ality > definitions of quality PM Ue UL | > adjectives relating to quality Discussion El insmall groups, discuss which of these definitions best defines your idea of quality and why, quality standaras Gillity means daiivering prodiicis or services to customers fast better and cheaper. Qualty is the correct epplication ot procedures and standards. (Quality means meeting the customer's neds and expectations. Quality means that goads are not defective or damaged. ‘Quality designing and procucing reliable products that do what they're supposed to do. ‘Quaity isin the eve of the beholder Reading El Read the article which describes five stakeholders with different ideas of quality. ‘Match each stekeholder with a definition above Ha product or service licks quality, most people would agree Quality is in the that tssubstardardin sine wa, Perhaps the workmanship 1 PIS 3202," iecanrs imate But defining quality rom a business perspective ists imple The marketing manager, who consumer research, market conditions and competitor data, sees qualty very much in termsof customer expectationsand customer satisfaction, responsiblefor evaluating To the design engineer, who designs products or components to tight specifications and stricttolerances, quality has more to the passive Eee ete et eC > have something done eter patatos asive e+ past participle Wil \be metat the altport? They could have been delayed ve just Been sacked (by the sales manager), Passives can be less essen, pemapsto on Sane It erat be finished a time? Passive structures; affirmatives, negatives and modals PAE Rn work wits pare fies Student: You area warehouse manager. The transport company you use has made some Few intakes that you ar angry abou les ave varbeto comploh to Sludert oo Seddon Bs Votre reoponsee fer wansport for the evereheuse Goal wit Sulant rangermncor® complaints and use the pasive to avold taking the blame. Ee) siisen a scien eartonitp De ellen te lad — You delivered the goods two days late! admit/del:very/slightly/delay ae Son damaged one ofthe machine! ital pack beter fee aan thoy/beelenat the momcat You lef one palit our loi ba juberdliver tomar Now, change roles. Student B: You are 2 warehouse manager. The security company you use has made some mistakes that you ore angry about. Use active verbs to complain to student A, Student A: You are responsible for security at the warehouse. Deal with Student B's complaints and use the passive to avoid taking the blame, Student B Student A ‘The alarm went off six times last night it/check/at the moment Your security guards don't follow procedures! they/be/train/next weele They damaged my Mercedes yesterday! iu/should not/be/park/in the loading bay The new cameras don't work properly! strange/th ev/sorvice/vesterday Passive questions and modals EB in small groups, use the prompts to make passive questions about a security camora with a yex/no answer, asin the example. When you have finished, work with a partner. Close your books and try to ask and answer all the questions from memory. camera/service/recently? Yes, it has /No, it has Has the camera been serviced recently? Yes, has /No, it hasn't 1 service/at the moment? Yes it is/No, i isn repair/last Tuesday? Yes, it was./ No, it wasn’t mend/soon? Yes it will/No it won't heck /recently? Yes, it has /No, i hus clean correctly? Yes, it had /No, it hada’t fix/by Friday? Yes, will (have)/No, it won't (have). use/in the meantime? Yes, it can./No, it can't cchange/if it can't be repaired? Yes, it could. /No, it coulda’ 40 Busineey forthe keywords “setie contamination mailto dizover ere ton cases “epenes and the _Sesequences tor tne Soar motved Fecort back tothe lass ——_——. have something done [Ell Work with a partner. Your warehouse is ina mess and you have some naw customers Coming to visit iteary tomorrow morning. Reed thelist of what needs doing and how much it ‘will ost. You have a budget of €300. Decide together what youll have done and wht you'll do yourselves to give your visitors a goed impression of the compary. Listening for detail Ih D 150 Fueitio manufactures fuel systems for civil and military aircraft, Recently, a customer, Airbridge, complained of a problem with fuel pumps. Listen and match the company departments with the problems. ogisties Production Sales Stock put the wrong fitting on the pumps. didnt give Production enough warning ‘nt wo different parts together at the last minute idn't spot the difference. decided to reduce stock movements sent a delivery late 6 Rewrite the notes in Exercise 4 w: personal and less aggressive. ng the passive to make the comments sound less 1 The wrong fitting was put on the pumps [GIA the end of the meeting, Fuettto made plans to solve the problem, Rewrite sentences 1-6 Using the prompts and the passive or have something done. 1 In future, we will arrange for the parts to be delivered separately. In future, we will have 2 We will ask Airbridge for earlier warnings of any changes Airbridge will 3 Birgit will get someone to check the parts Bil will have 4 Somebody must brie the Stock Department The Stock Department 5 We will yive Airbridge a dicount on their next order Airbridge eg 6 An independent auditor will check the provedures We wil have Roleplay [El Work with a partner. You bath work for a company producing bottled mineral water. Recently, some consumers have complained of a strange taste in a small number of bottles ‘and some have had to be recalled. 1 is summertime and your bottling plant is working round-the-clock to meet demand, Student A: You are an internal quality auditor. Your job is to identify and solve the problem by asking tactful questions. Turn to page 115. Student B: You are the night shift supervisor Try to avoid taking the blame, using the passive where necessary. Turn to page 117. [Di when you have identified the probable cause of contamination, in small groups, define what corrective action should be taken. Compare your solution with another group.3 Quality & identifying problems and solutions in presentations expcessions for signposting > presenting a product 42 3.4 Speaking Delivering presentations Discussion = BEB Work with a partner. Which factors can make or break a presentation? List three ‘make’ factors and three ‘break’ factors, using the ideas in the box to help you. body language clear structure delivery knowledge of the subject length use of technical jargon visual aids Listening IAD 51-1254 Listen to four extracts from presentations. Identify the main problem with each speaker's presentation. Compare your answers with a partner. a) Speed: too fast ©) Incorrect vocabulary >) Inappropriate pauses }) No checking to see if bsteners are following ©} Excessive jargon and acronyms ——_g)_ Lack of signposting ) Long sentences El Match the problems in Exercise 2 with solutions 1-7 below. 1 Using the correct word is important. Remember {0 use eollocations and other common word combinations, 2. Keep sentences short. Your talk will be easier ta follow and éaery more impact, 3 Take time to checte that your audience is following, what you say 4 Slow down. Puuse. Give the audience time to think about what you are sying 3 Leam and use key expressions to signal to your audience where you are in the talk, 6 Think about your listeners. Explain any jargon or aeronyms they may not know. 7 Pauses in speech... are like punctuation in writing. Use them to give more impact .. to what you are saying. Predicting and listening IE Work with a partner, Quality assurance engineer Marc Pinto is presenting the graph below. What do you think it represents? What do you expect he will say about it? [aac D155 Listen to Marc's presentation and check your predictions, a G12 #5: Liston again and decide how well Marc presents his information. Use the ideas in Exercises 2 and 3 to help you, x38 tener 0,000 zeaesary peta Signposting 2 155 With 2 partnor, find suitable words te complete the useful exprossions for signposting presentations in the checklist. Then listen again and check your answers. Useful expressions: Signposting Referring to graphics ‘checking understanding ‘This graph__ the... ‘sthat__s0 far? you can 360, ‘Does that make sorse? Digressing Ending one point Just 10 digress a moment. “think that i! bythe ‘That’ all | want to say about... ‘Moving on So, now lets turn ‘What Imean Now, M6 hike ~Bt es Emphasing Any : And that’s why. must emphasize that. Presentation Eh You are committee members ‘of your company’s sports and social club, You have a budget of £450 to spend an one of the products below. Work in three groups, A, Band C, to prepare a short presentation of your product to persuade the committee to buy it Use the presentation outline to help you, and prepare one or two slides to illustrate your talk. Presentation outline Tecencal Facts and Fiaures Advantages Cord daadvantaace?) ey tee product a. better crdce Hoan the Ot Tue Ceneicon [Ei Take turns to present your product. After each talk, give feedback on clarity and impact using the table on page 121. ‘As a committee, decide which product to buy. A Dishwasher B Washing machine C Espresso coffee machineeee 3 Quality formal and informal expressions Discusion: El in small groups, look at the quality problems below and answer these writing email questions. 1 How could each problem impact on operations in a company? 2 What would you ask a supplier to do to solve the problem? + Arented photocopier is out of order for the third time in a week * Anew labswire washing machine has a major design flaw + Pallets of goods are often damaged in transit + A subcontractor hus just delivered 3,000 faulty sensors to the ear production line Mod EB Read tho throe emails on the left and match them with the replies on the right. a) Loman 1 Dear Ms Brown, [im vary sory cut tho problems caused by our Rd | ewan, 2 ‘fountain. Wel replace it immedictaly. Would tommorrow Dear Ms Luce, a | ke ‘Due to unacceptable scratch marks, our Q4 iegaruiing the carpet, I'm sure we can find a solution, Duotouncceiale scratch mats cur karyets have cleared repos essay of 100 dashboard modules delivered to the FXa_ Pleas don't hesitate to call me if you wish to discuss rere | Ihermatier ard once again my apotoges fer he ‘Aa youre aware, we ae forced te stop the Incanvenience caused pprocuction ine, the normal penalty clauses wil take Youre encoraly, immediate effect. So, in our mutual interest, | would be Harry Schmit grate if you could give this matter your inrmediate ‘tention, a Please cout you keep me informed of what action - you ntand to take q) = bum incre Dear Mr Bakker, ‘Abdel kar I'm very sorry and somewhat surprised to hea that 45 dashboards were delivered to you wsith scratch 2 marks. | can assure you that ve check each module Individually before shipping, Ba Leman a Ihave checked with our warehouse department and Hi Kaas, \wo shoul! be able to delver replacements by xpress ‘Youve delivered the wrang pets apan - 75 1200% salve emer storro, Jooommmetond G1 BO SEDO! Wate pat yur ond? ‘We wil of course, be investigating tis issue trmer to ‘We'll need them by Monday. Can you see to it? ferisure that i does not happen agai Koop mo postod. Once agan, please accept our sincere apologies for oe the trouble caused, Please don't hestate to call me if make ou wish fo discuss the meter Jessica = Sincerely yours, Marta Luce a [ewan 2) 9. ‘Dear Mr Schmict, = | oman, {'m wring regarding the water fountain we rent fram itallo Jone, you, I lacked over the weekend, flooding part of our & , Xe Salad ee Te set, een oe O'Ty about that. We're stil having teething problems. ert 3G Saw Li Ae oO |Win our new ERP system. Don't worry. 1 gat onto it Obvooisly, this has couised us considermble straight away; you should have the 800s by Friday and inconvensnce, so coud you please act cuehy to pl Tilhnave the 1000s picked up, Sbewe ert Sony to be 4 nuisance and 'l make sure it doosa't Please let me know what you plan to da. 1 happen again Yours sincerely Allthe best, ‘Amy Brown pan 4 TheBuAnalysis level of formality. Does the potent Language focus ‘Asking for action “Seing problems _ Promising action Reassuring Asking to be contacted/updated Apologizing Output Bee pirase bank to Bevome more key Peeeesions you can se in Say We tant use the Inlet botsh of Derek ccs als £0,000) delved last. werk Beer bad tothe cass ‘ “ fas some of tham art slightly a Liigger than noewal and get shuck ore fling maine. We hee enough steck for this wick but need weqhatements by nist Monday. Confact: George Ramos Ed Work with a partner, Put the emails in Exercise 2 on the scale below, according to their impact on business affect the level of formality used? [ste $$ ura + torn [Ei Find more informal and more formal expressions in the emails in Exercise 2 to complete the ‘More formal een table. Compare your answers with a partner. Bestboard = ae jore informa Neutral = More informal q (Could you please act quickly 10.2 We'll replace it... ‘We'll arrange ta. ttm sure we can find 2 solution. Please let me know what you plan to do, 'm very sorry about» My apologies for [Bi Werk in groups of three, Decide who is A, B and C. Together, read the notes below and ‘decide ifthe situation requires an informal, neutral oF Formal email. Then, write an email to your supplier to explain the quality problem and request action. Send your emails: Ato B, Bto Cand C to A, Write an appropriate reply to the email you receive. B The PortkP trick Wwe bought from & rem supper bt month has broken down agsin ~ this is the thine fina in: the last tno ets The technician sent to veaaiy i has change seeal parks but con't And Be veal cise, We weed a sericle we om ely oh Contact Cian Leone 50 Gur leaing sompany has Porgoten ta nik Gan ees in the wecihng ars. APs not a wilor issue bt eiiveel Galant an got Tertoree to, dos We ie ha netted. Contact: Aninnda SimmonsQuality > quality contro} > presenting recommendations for iscussion improving quality IE With a partner, decide whether the following facts about strawberries are T (true) | or F (false). FAese ree ocean pact | nes cS ti r caer ee ett y ra eee reco ca A ts eee Ce aa) Saas) Reading Bi Read the internal email from a supermarket chain with outlets in the Netherlands and Belgium, and the extract from a strawberry cooperative's brochure. Answer the questions. | What expectations would consumers normally have about the quality of strawberries? 2 Why has the quality of incoming strawberries become an issue” 3. Why do vou think Schuurman and Zaluski may have different views on quality? 4 What will Suzanne's next course of action be? ee a Leman, To: Suzanne Van Peters From: Hank Batten ‘Subject: Fresh fut cisplay improvements Suzanne, FRofrigerated display cases for sort ttesh frult have now been installed in al our outlets to reduce product losses and extend shelf life. Obviously, the investment willba wasted if we receive substandard fru nthe fst placa’ tke you to chack on things with all ow fresh ‘ult suppliers: raspberries, strawberries, plums, etc. 'd sart with strawberries i | wore you (NB Zaluski supply the buk of ours}, because we had a wastage rate of over 12% in the last {quarter And I ve told Mr Schuutrnan that we should be able to gat it down significantly Counting on you, Suzanne! i Hank Batten Group Qualty Drector ~ Schuurman Supermarkets THE ZALUSKI COOPERATIVE, whicl represents nearly 50 small the Pakosé area, has been packing and distributing strawberries for mae Trahtona faring lelnigues, allied with the carl seston of varieties, ensue that we produce Polish strawberries of univalled qual 48 The Busia—_— Listening for gist PUTED eet W EY D156 Listen to the telephone conversation between Suzanne Van Peeters, Schuurman’s - Quality Manager, and Piotr Sieberski, Managing Director of Zaluski Strawberries. What is the or purpose of Suzanne's call? bery quality te more avout ain feciors Reading for detail et in points Suzanne will need to raise during jour delay between harvest and the cooling of berries in the cooles is \ projectmanagement Discussion EB With a partner, discuss the meaning of these statements. Choose the two that you think are closest to the truth. Explain your choice to another pair. ed rer gee ee aa Op ne ee eee eee cea you're 2 project manager. ee ee Me RS ke eae eae ae Sie Peer ee cite Mae Ae acl Listening EX 2 1:50 Listen to part of a project review meating. What is boing built? Which two, stages of the project caused the delays? Choose from the list. 2) Land purchase @) Fxcavation for foundations 'b) Project approval: f} Dam construction: 6) Feasbily study 2) Resettlement €) Geological survey 4) Riverdiversion EEX D158 The Gantt chart relates to the updated schedule. Listen again and complete the stages in the chart. Project schedule year ae Logistics [Feasibility study Engineering — = noso0 2 Reading Read the fist three paragraphs of the article opposite. Answer these questions, 1 What examples of “ineffectivo team building activites’ does the author mention? 2. Why do companies continue to run them? Ed Fead the rest of the article. Match the advice a-d with gaps 1~4 in the article. a) Create an open and honest atmosphere ) Learn from the best leaders, ©) Have a common plan. 4) Focus on a clear objective [Gl Which essential team-building characteristic is missing in each situation 1-87 41. We're going round in circles 1es like & ship without a captain’ 2. The project scope is too wide and unclear meee 3. [think we all know where we're going, but we have different views on how to get there. BESET eal get on OK, but everyones too politically comect, ‘Search forthe keywords Gantt charts to discover Tematantienion Descussion many different types In small groups, discuss the questions. fcharesstanghow jaye you ever played wlleyball? What ure the principles ofthe game? ree mR 2. Volleyball his often been called the ultimate team sport Why is this, and what lessons ean | bean coe be applied to project management? 5 What lessons can be learned from other team sports or group activities (eg, plaving in bina? 48 TheBuninesr2sa SMELLS LIKE TEAM SPIRIT4 Feedback > adjectives to describe haracter > collocations relating to project management Discussion El with a partner, match the character types in the box with the descriptions a-e. Which type would be the most difficult to manage, and why? Which type are you? thebully theleader the maverick the team player _ the workaholic fa) This character docs things their own way. They may be effective, but they/re difficult to control b) This person has a natural ability to encourage others and take a project through to success €) This person doesn't know when to stop, and they often believe the office would collapse without ther 4) This person imposes their personality on others, making other people feel bad in the workplace ) Tain veron has « natural ability tot in, They make positive contributions and build | relationships | [Ed Which character types in Exercise 1140 you associate with the adjectives i the box? | aggressive anxious charismatic confident cooperative detisive any going TG helpful impatient independent individual motvating obsesive | vrcrethicl single-minded sresed unpredictable | | er Listening | ED 150 Listen to an HR manager and a line manager talking about three members of | wo im Decide which of the character types in Exercise 1 describes each person Anna Bjorn Kalin | BEd D 19 Listen again. Which adjectives do you hear that confirm your answers in Exercise 3? | ‘ | Expressions [Ed The expressions in bold were all inthe recording. Match expressions 1-8 with the | feplies ach Use a dictionary to help you if necessary T Marion isin danger of buraing out. a) Except Rob, but he doesnt ike anyone! 2 How are you settling in? &) 1 wish I eould, bt things are just too hectic | 2 How are Vip ceed, we must pull c) 1 know, He asked me to do his report for him! {| together, d) No, you can rely on me. | Hes always passing the buck! {Perhaps we should run a team-building course? § Shcigeu on well wih everyone.) Yes She's workaholic. t's affecting her health | 6 Don't let me down, will you’ 2) You'e right, and that means more work for ts! | 7 Dave isn't palling his weight! Hh) Fine, thanks, though I stil don't know everyone 8, You should learn to take it e 50 BDefining words ay IG Watch the people involved in a project in 1-5 with the definitios Be | sponsor eechforthekeywords > roject manage stitalarateg 3 Project team members Resarddecde whetror 4 End users Pewoudmekeagooa 5 Key stakeholders eeecproisctrmrager, 4) ‘The people who will benefit Irom the end results of the project on day-to-day bass Bem tothe dass to seiain your decision, bi). The person or group of people who decided the project was needed in the first place. €) Anybody who might be affected by the project, whether positively or negatively d)_ The person responsible for running the project and delivering on time ond within bud ) Staff chosen for the skills they ean bring to the project, often from different departments, Ell Read the list of people or groups involved in or affected by a motorway construction project. Match them with the key players 1-5 in Exercise 6. a) truck and ear drivers b) the Ministry of Transport 6) a senior engineer in a major civil engineering company 4) & plant hire company, an environmental protection group and villagers living near the proposed route @) civil engineer, «surveyor, an environmental engineer and 2 transport consultant Collocations Ed complete the sentencos with the correct form of the verbs in the box. In some sentences, ‘more than one verb is possible achieve esteblish fix meet miss reach set stick to 1 Unless the team really pulls together, we'll never the deadline on the Malaysian order The project has been difficult go far, However, once w the next milestone, everything should get easier 3 Tomake sense of our tasks, we need to __a timeframe within whieh we ean all work, 4 Frank is such an unreasonable boss: he always our targets for averseas sales too high 5 Congratulations! We've ‘our targets for quality this year due to all your hard work 6 We've been vague about the schedule for too long. It's time we a date for definite and moved on. In the end, 1 my deadline for my accountaney project, but it didn’t matter: everybody e too, appraisal interview bully Discussion Saice and what you would be good or bad at doing in a project. ass the buck il your weight» > 4 Feedback — third consitional Past modals Ell Work with a partner. Speculate about what happened in the photo and where it was Usedl to; be/get used to taken. Then change partners and exchange your ideas. weer memory ast modate Use modal + have «past partion, {We would have hired him bute moved abroad For pastregrets, Use shouldfought tafcculd + have + past participle Teoult have studied another language at seh, but wasn't interested then For past speculation, use ‘nayimighitcoutarmust + have + past participle. You must have lft the There might have been a tornado, The photo could have been taken in the USA door unlocked when you went out Td conden Regrets and third conditionals Use past perfect ‘da thediece une EB with a partner, read the Fukushima Facts below. Say how the Fukushima nuclear would have + past accident, which resulted from a tsunami, could have been avoided or its impact reduced. Titiidlinteereut ‘Take turns to suggest what they should/ought ta/could have done (A) and react using the {fswehadspentmore on third conditional (8), asin the example. markiting, we would rave 20d morevurts Past state or habit ‘A: They shouldn't hace built the power plant on the coast 2 Yes, if they'd built 11 inland, it wouldn’vimigit not have been damaged. Gedtos tribe “a FUlshina power Bla” 42 TEPCO, the plants operat, ei erent ow Seiad = lewctts dings of a jalenuee E ges it was builtin a seismic area. ‘Guna study in 2008. eens crank e Oe oe 42 The plan’seectcy supply Stumon metres completely cut Leen anos (AD ta et aes ‘gown, SO} eter destroyed by the tsunami. Were ting ised 0 Ni cigar Without elect the pew mannasment 3 2 90,000 people living ne eee ee tng een h 20k recs ofthe plant were fer coo the reotor. nm a ain Used to, be used to and get used to Ed In small groups, brainstorm the situation before and after the Fukushima disaster. Think about: + how things used to be + ow things are now + what people an + what people ha ed to/are not used to e had to get used to, Use the topics in the box to help you. When you've finished, report your ideas to the class. business college nousing jobs production’ school staff transport I think many people used to work in businesses near the plant. A lot of businesses are probably still not up and running yet. I don't think these people are used to their They've probably had to get used to working elsen lives vet. 82 2als Leemenbor Kim, Isai business ir the same firm as her, But | fel it just wasnt for liege; bur Lanes | Sownshifted, Heft co become 4 dairy farmer, When T wo bea vet, bur | look at the peop! J sero work wi were realy diffe now. The Bue overall, Lh [made the right choice, I'm reall happy on iny fs And I'm not ar 1 seresed. ownshift evacuate generator ompact reactor seismic turn down Internet research Search for the keyword courshittirg 10 Sacover more about thistrend, Make notes 1h the different forms oF downshitting and Secide which you would ‘adopt fro had the hance, Give s0ne- ‘minute presentation of your idea tothe class ‘and vote forthe best drive expensive ¢ Regrets [Zl The photos how two people whose career paths have been very different. Which person regrets their decisions more? | jhe 1 rudy choices, an J theend, 1 joined an | accountancy Firs | Now t'm ink means | haves help h help him set it up, but I said ne all the wrong | eral Toereuep censaseteas as me, left after a few vaked. | me h I chink it was hoice. He says his jobs nor ac alls ssful, 1 but mine i EX complete the sentences with appropriate past modal forms of the verbs in brackets Grant (have) « career as an accountant, but he left Grant (cam) £45,000 or more, but he turned ii down. In the end, Grant doesa’t think that he (stay) at the aecountanc Kim thinks she (study) to become & vet, not an accountant Kim now thinks that she (leave) the accountancy fiem and started a business with Grant, but she said 10 Kim (live) a less stressful life on a farm, firm, 6 [Fl Complete the sentences with your own ideas, based on the stories about Grant and Kim. 1 2 3 If Grant had stayed at the accountaney firm, IF Kim had studied to become a vet, If Grant hadn't become a farmer, IF Kim had helped Grant start his farm, [El Look at the activities in the box, Which are part of Grant’s past? Which are part of his life now? eamna lotof money workin Londen work under pressure have a slow pace of life work with animals Fun my own business [Gl Write sentences about Grant using the ideas in Exercise 7, Use used to or be used to and the correct form of the verb, Discussion [El Imagine you have recently quit a very well-paid business job to start a different life on a farm. Use the ideas in the box to imagine your life n the city and your life now. food holidays _ home sodallife typical day how youspend yourmoney means of transport EID In groups, exchange memories of how you used to live. Say what you are finding it hard to get used to now.4 Feedback Discussion El Decide how you would respond as a manager to each of these situations. Choose ‘options from the list a. ‘A new employee has failed to complete an important project 2. Anexperienced employee has failed to complete an important project. 3 Anew employse has delighted customers with exceptional service 4 Amexperienced employee has delighted customers with exceptional service » procedures for coaching team members expressions for coaching > roleplaying an interview 8) fire the employee ) pay them a bonus ») supervise the employee more closely hy) give them more auionomy c) scream and shout for twenty minutes i), thank them for their hard work 4) have 4 heartto-heart talk to i). give them a promotion | identify the causes le) tell them not to overdo it ©) give them a final warning 1) something else ) do nothing Reading ‘I EE teat seen procedure for oathng eam members ex why onions \ ef below are incorrect. Make contact Set the scene: describe the time, place and situation when the sxceptional, + Refer to the work in question, Ose ise I * Give a specific example of the facts fF results you appreciate j + Point out the personal qualities hich contributed to the employeo! Ocne + Explain the positive consequences Of the employee's behaviour tor the ‘company, the cepartment and for you yourselt « keep the interview short and avoid ns discussing other subjects: two oF three minutes are usually enough Make contact + Sot the seana: deseribe the time, placa and uation when the problom occurrad, 1) Just let your people know if you're happy with E * Describe the problem and the results their work: you don't need 10 go into d ; # Stete tacts, not opinions, b) People know when they've messed up: they Qe” nase the problem don't need me to tell them, I just shout to let + Biicit the cauees of the problem (behaviour them knew how L feel about i method, equipment, organization, ete 6) Never mention an employee's qualities, next + Express your opinion thing you know, theyll want @ pay rise. xplain the consequences for the 4) Don expect your assistant to understand ‘organization ‘what went wrong: if she knew, she'd be doing Commit to action your job! ‘© Ofer suggestions which recognize the ©) Congratulating someone on a job well done employee's good points but eliminate the faults invite the employee to maka comments. Conclusion Set new objectives, sta beused and a dec ing the methods to is « good opportunity to sei them more ambitious objectives )Ift works for the army, it works in business. Tell them to work harder, and no talking back!ery Pre “Seach forthe keywords sow fo manage difficult eople. Dram upakstof Sout top ten ts, ey Eat elicit mess up overdo praise Listening EB © 1:60-1:61 Listen to two interviews between Mrs Gomez, a store manager in the Philippines, and Rafael, a department supervisor. Answer the questions, 1 What did 2 How do you think Rafuel feels at the cla) do right and b) do wrong” nd of each interview? IB D 160-1:51 witha partner, find suitable words to complete the useful expressions for coaching in the checklist. Then listen again and check your answers. Useful expression: Setting the scene As you the last three weeks have been really busy, (3 there was a problem with .. Giving praise ‘to you, everything has gone reatly smoothly. want to say how much |____your . im very for the support you have me personally. ‘These are qualities the company Diagnosing = problem : Coaching Can you tell me what Do you have any ideas —_why «7 ‘Committing to action ‘What do you think we can de to this doesn't happen again? So jf you need help, you will tome, won't you? Concluding Lets just what we have agreed, in @ month's time to see how you're cetting on. Rafael, and thark you! EF winen giving constructive criticism, asking questions rather than making statements helps to reduce tension and establish a dialogue. Translate Mrs Gémer’s thoughts into the questions you heard her use by putting the words into the correct order. I oant to see you in my office, noe! Could /a/ have /1/ word / just 2 You should knoaw hetter than to be rade to a customer! You / afford / asic / ean / caa't / eure / customer / forget / skills, /€0 / you / your / ? You re not a beginner any more! You've / for,/ been / now / three / us / what, / with / years / 2 4° I this happens again, you're out! You / ean / consequences, / do / don't / have / kind / problem / this J of / realize / serious / you /? 5 That's all, we've already wasted enough time on this! Is /1udd / anything / like / else / there / to / you'd / ? 6 take it you tmderstond that Are / comfortable / that / with / you / Roleplay [Gi With a partner, take turns to be a manager and an employee. Decide what the employee has done right or wrong, and roleplay interviews recognizing merit or giving constructive critidem, Follow the procedures in Exercise 2 554 » Discussion naan IE Read the reacons for performance appraisals in the box. Decide which benefit the mre employer most and which benefit the employee. discussing rewards encouraging communication dentifying strengths and weaknesses planning training reviewing ptogress setting achievable goals stating career objectives \ EA with 2 partner, number the sections of a report in logical order from 1-7. | Introduction Conclusions [1 Reémmendations Crit [5 Procedu FiFindings Flexecutive summary } Model IE Read the report and number the paragraphs in the correct order 1-6, | Introduction of annual appraisal interviews Firstly, Wet to investigat npany ima Consulting used a system of loyee attitudes. For instanc anonymous questionnaires me questions related to tion, interviews were held with @ and job satisfaction. Ina jement Commit decided to engage Webwide Consulting on 14 | vise on the possible introduction ot formal appraisal interviews. This decision was taken owing to dissatisfaction with the existing system i This report covers the method by which information was gathered and sets a plan for adopting appraisal interview: 4A survey was carried out by external consultants regarding the possibla irocucton of formal ermal apprtsal interviews, Ther findings clearly show that most staff and managers are in favour mmended that a formal syst set up as soon as pos consequently, it Is re Three main areas of concern were revealed by the individual interviews, 's recognized. no guidan nthe. due to the tight jement are seen to lack aff development. little feedback on whether hard wo Employees 9} (on Now to improve poor performance 1 1 We should put in place a system annual appraisal interviews within the next two mi Each interview should be 45 inleng hedule In conclusion, the survey results. early show that a more formal luce staff turnover, increasé motivation and foster team spit approach to appraisal interviews Analysis | Id Answer the questions about the report in Exercise 3. | 1 Which headings from Exercise 2 match the paragraphs in the repost? What other methods can be used! to organize information in a reportiternet Bra Language focus Ei with a pariner, match the linking words and expressions from the box with the categories 2. Find examples of similar expressions in the report in Exercise 3. | dueto finally forexample moreover next overall therefore to sum up 4) Sequencing b) Giving examples o) Adding ) Expressing cause and result @) Summarizing [Gi Complete the sentences with appropriate linking phrases. ‘We wanted the survey to be anonymous, names did not appear on the questionnaire, Firstly, staff completed questionnaires. they were interviewed by consultants, ‘The questionnaire covered job satisiaction, some questions touched on company image. Interviews were limited to 30 minutes each the very tight schedule. the results were positive but we agreed that there were lessons to learn. Formal appraisal interviews will be introduced dissatisfaction with the existing system 7 There are several reasons for adopting appraisal interviews they cant motivate staff Output El tts possible to write a report in an active or passive style. An active style is more direct. Appassive style ie more impersonal. Make the report in Exercise 3 more direct by changing the phrases in bold to active sentences. [El Look at the email and the notes below. What does your boss want you to do? Slom From: ou Tyor Subject: Annual aopraisal review AIRAZSAL Scheme REvaEW © Appraical wtervieus: Acne in Pezember by line managers, 2 During intervews: ue asked For thar Feedback on “he scheme. Most festve. One or tuo ebjechens: lack of tine (interviews too shart ~ just ASminsly and lack oF ‘dbycctve measuroment of performance’ Overall, positive, Increase the tine allacated (one hour? tral vext year). © Tred Bergor IHR to develop more cbyecthe performance indicators, (raracts te teach, etc). wil report m1 January. © Final schame te be approved by Board. oF Directors. ED write a short report for your boss using the company template to help you. Titte Incroduction ~ Explain the background to che report and why you are writing it Procedure - How was information gathered? Findings ~ What information was gathered? Conclusions ~ What conclusions ean you draw? Recommendations ~ What recommendations can you make? TheRusinennss 574 |Feedback busines method none | Cem divcssing problems ard | Discussion ules [Ed imagine you are working on a different continent from your own in which the business roleplaying meting © calle fediferent-Ansver the questions set objectives 1 In your opinion, can the same business methods and ethical standards be applicd all over therwond? Should they be adapted to lal culture? 2. What cultura diferences might so rd” Consider these cteeribs management style personal development productivity recruitment time management Reading for detail Trident iso British-based cil company which operates in Africa, Road the magazine article and the email from a seles monger. Answer the questions. What determines petral prices? Whi is stomuer service important? Who owns the stations? Why hes John Thorpe been out of the offi 6 What did he find out? 1 2 5 How do local managers often behave? 4 in Europe and America have become accustomed to buying petrol in deserted, {uly automated pevvol stetions. In Alrica, however, customers are greeted with @ friendly + smile and a polite welcome as they are directed to the eppropriete pump. They can then sit back and. ‘watch uniformed forecourt staff fil the tank, top up ‘the oil and wash the windscreen, With extreme driving conditions, few new cars ‘»-and little available income for engine repairs oll ‘sales ere strategic and highly profitable. In many African countries, patrol prices are government: regulated, so quality of service is the crucial factor jn attracting customers who will buy olf a well +s as petrol. At Trident, staff traning is @ priority: ‘management oim to ensure that customers keep coming back for friendly service end expert advice. Leman 2 From: John Thorpe Tanks for your email Sorry 've taken 80 long ta answer: Remrembor| told you wanted to get out of the office more’? Well here am in Kenya! I've just started a new job as sales manager for the southem region ~ from Nairobi to the indian Ocean, down to Momibasa near the border wit) Tanzania Business in Atrica can be very hierarchical; there are some really good manages, but for alatof them. theiridea ‘af getting things done is to keep shouting unt! they get what ney want. That's going to change! | have three dlstret managers, who each have a team of sales reps who travel around the district meeting dealers. Some of the dealars own their service stations, so we have to handle them with kid gloves, or the just go over to the competition, Mare and more, we have what we call Young Dealers — emcloyeées who we tain up to run the ‘company-owned siations, So directy or indirectly, there ere three layers of management betwoen me and the forecourt staff and mechanics ~ sometimes al shoutng as foud as they can! fact-finding trp, Thelt development project is way behind schedule, s0 | went cown to have a word with the Infact, there's been @ lot of shouting in the Lamu disrit, and I've just come back to Nairobi fom a three-day 1 people in the fet. It ums out t's quite 2 mess, and | could de with some help to sort it out, actualy 58Ed Complete the organizational chart for Trident in East Aftica C cS Cr) = Listening | Loh Thorpe spoke to three Trident employees on his fact-f read the notes and add the four names mentioned to the organi ss EBD 102-1064 Listen to extracts from the interviews and complete the notes, Se tried 10(4) Believes that Me ey BEIT iscussion and roleplay eh forthe Kerwor IE John Thorpe has asked for your advice on handling the situation in the Lamu District. in ee small groups, discuss the problems and brainstorm possible solutions. edevelop ebetts, FFD .65 Listen to a voicemail message from Mr Wambugu. How does this affect your thyourboss What S7ate9y? srecretnevoe" EI with a partner from another group, oleplay meetings with Abeba, Mr Mbugua and Mr Wambuau to explain what action you have Gecided to take and, where appropriate, set new “Enployees en manoaing _ Wambt he repectboues objectives. VheBariness:0 59Review 3 El take expressions by matching a verb on the loft with the words on the right 1 struggle a). something @ number one priority 2 uke b) an end in itself 3 make ©) to keep up 4 fall into d) something for granted 5 become ©) a person's aesthetic sense 6 appeal to 1) strap 7 get 2) TQM or other quality schemes 8 adopt hh) the job done Bi Find an expression in Exercise 1 that means: 2) have cifically in continuing to do something well] 5) expect something to always happen ina particular way, and not think about any possible problems «) develop into an activity you do forits own sake CI} EZ Filin the missing letters to complete the text about different ideas of quality. ‘To the marketing manager, quality is about (1) m____ing the customer's needs and (2) ex. —_ ions, ‘To the design engineer, who works with tight (3) spec___ ations and strict (4) tol___ces, quality is about whether the design is (5) _¢, and whether the product (6) perf__ms Functions. To the process engineer, quality ‘about using (7) |__n manufacturing to ensure that there is minimum (8) w___e (of effort. money, time and materials), To the quailty auditor, quality means the correct application of (9) pro_____ures, and (10) comp____ce with internationat (11) st_____ ‘ds sue as 180 9001. To the end user, (quality means that the goods are not (12) def___ive or (15) da___ged in any way, Any service that is provided has tobe (14) rel Id complete the sentences using the words in the box, 1 Ifyou have a system of continuous __, you shout be able to eliminate all design 2 The process of ‘benchmarking’ is where best based on the industry 3 Technical in areas like safety are often based on statutory imposed by the government. Ei Ada one word to each sentence to make correct passive forms. this machine serviced regularly? Is the machine serviced at the moment? Has the machine serviced recently? the machine serviced last month? ‘Was the machine serviced during the lunch break ‘yesterday, when production stopped for an hour? 6 Is the machine going to serviced next month? 7 ‘The machine could been serviced last month. 8. The machine should have serviced last month, Busineanz Tl Match 1-7 with 2-9 so that both expressions have ‘approximately the same use in a presentation. This graph shows the I think that covers In other words, Js that clear so far? So, now let’ turn 10 Just to digress a moment, Basically, 1a) By the way, 'b) Does that make sense? ©) Now I'd like to looke at dd) What I mean is e) Asyou can see, Thats all F want to si about fg) [:must emphasize that Inoono ol El Wiite the pairs of expressions from Exercise 6 noxt to the most appropriate headings below. Referring to graphics: Le Digressing Resating/Keformulaing Emphasizing: Checking understanding Ending one poi: Moving on: Ei Put the words in bold in the correct order to make ‘some common email expressions. Mark the expressions informal), N (neutral) or F (formal) 1 grateful /1/ be / would / you / if / could ... reply by Wednesday mo / posted / keep /. sorry / Pm / about / very... the trouble caused. see /can / it / to / you /? find / solution / a / I'm / we / sure / can /. informed / keep / of / please / you / could / me developments 7 worry, / don't / get (NW / it / onto / sincere / please / our / apologies / accept / 6 gure / make / Tl... the goods reach you by Friday. 10. me / Tet / please / do / what / plan / know / you /10/. IN03 owen: G_ goo. oi