Upper Intermediate MARKET LEADER Es Cea acne ccna Cs John Rogers FT FINANCIALOey aes) a1 6 LANGUAGE WoRK TALK BUSINESS VOCABULARY LANGUAGE «WRITING SOUND WoRK sunvivat Review BUSINESS ENGLsH i ood idioms Linking ideas dial sound Telephoning PO] | communicators Contrasting ff ands uc Anemait Sorting item Page 4/page 54 Colocations with cereecs eee Say and tell ‘Stress and intonation: Questions Marketing word oun Linking ideas Invidval sounds: Brainstorming partnerships compounds and Theletteo noun phrases ‘Amarketing Connected speech: letter ‘Noun phrases age 8/page 56 ‘Stress and intonation: foun compounds SME Describing Multi-word Linking ideas First-time BUILD relations, verbs ‘The /1/ sound conversation ae iti Connected speech: page 12/oage 58 Do aid out would you? Colocavons _Presentand——_—Eting Say more than past tenses The ed end sone Prefixes Negotisting Stress andintonation: = toms sats Camrectng information FR tierce passives Eating Comected speech: Coldaling “08 | cloze: Herzberg’s Passives Responding !© stress patterns Si theory ofjob Albided satisfaction lob applications The schwa sound ‘page 20/page 62 Unkingideas Stress and intonation: FT cescribing risk Adverbs of Linkingideas Individual sounds: Agreeing and ; degree Consonant groups disagreeing J Coliocations with Describing Connected speech: page 24 /pagess ek events Consonart-vowel links Accepting Stress and intonation: oF declining invitations ‘Stress patterns Mota ad Petecainis a page 53wpoge 32/page 68 age 36 /page 70 page 40/page 72 age 44 /page 74 Page 48 /page 76 LANGUAGE WORK LANGUAGE \ocaBuLarY ne REVIEW Management Texteference qualities and styles Multichoice coze effective leadership Prefixes Modal perfect wo-word fixed phrases Dependent prepositions. Financial terms Multi cloze: Customer service Gerunds Idioms Handling crises Conditionals Describing. mergers and acquisitions Prediction and. probability Multi-choice cloze: Stiategic alliances TALK INESS WRITING SOUND WORK Linking ideas Individual sounds: Contrasting (N) 5/- IM and /d3/ ‘Connected speech: Consonant-vowel inks Stress and intonation: ‘Stes patterns Letters of enquiry Linking ideas Individual sounds: Sound / spelling relationships ‘Connected speech: ‘The pronuciation of have Stress and intonation: Highlighting significant words Individual sounds: The letter a Connected speech: Consonantvowel links Stress and intonation: Questions Emphasising Editing Requesting payment Individual sound: ‘The sounds /p/, It Editing Letters of ‘complaint ‘Stress and intonati Showing concern Individual sounds: Consonant groups Connected speech: Prepositions in noun phrases Conditionals Individual sounds: Contrasting vowel sounds Connected speech: Future forms ‘Stress and intonation; Stress patterns Linking ideas Editing ‘SURVIVAL. BUSINESS ENGLISH Presentations Diplomatic language Negotiating an agreement Dealing with complaints Taking actions Asking probing ‘questions, Asking challenging questions, NumbersYOM JOVNONVT Secrets ‘i Communication TY complete each sentence with the best word. 1. Good presenters rarely ramble. They usually try to be as...54¢cinet...as possible, a) inarticulate b) hesitant © Goecined) 2 Her arguments were so that we all agreed to her proposal @) fuent 1) extrovert ©) persuasive 3 The audience were very and carted him through hs dificult presentation responsive b) eloquent © coherent 4 Sheisavery person. She always keeps her attention fixed on what she wants to achieve a) sensitive b) focused 9) fluent 5 He never says what he thinks or shows what he feels. How can anybody be so a) rambling b) fluent reserved 6 Everybody seems so. here. They behave and speak freely, and do not really care what other people think a) incoherent b) articulate uninhibited 7 We know that not all politicians are ‘Some of them even use an autocue, a) eloquent b) inhibited ©) hesitant Match these words to make compounds and collocations relating to ‘commur 1. extensive a) accuracy 2 eve b) communication 3 body 9) contact 4 grammatical humour 5 sense of @) language 6 effective 1) vocabulary Complete the following phrases with say or tell as appropriate, 1 tell a story 6 somebody what to do 2 the time 7 hello / goodbye 3 asferasleanun 8 see alie es 4 yes or no 2. what you mean 5 somebody 10 something todo something, under your breathUNIT. >> COMMUNICATION [complete the following sentences with the appropriate form of say or tell. 1. Can you think of situations when it might be better not to, fell _the truth? 2. How easy or how difficult do you find it to other people to do things for you? In meetings, how often do you what you think? 4 Have you ever a joke in English? How easy or how dificult is it to the difference between the banknotes used in your country? 6 Canyou “How are you?’ in more than three languages? 7. When you were a child, did you use to do as you were. 2 Check your answers in the key. Then answer the questions for yourself. Complete the idioms in the sentences below with the correct nouns. 4 They sent us a very long reply with all the details. But to putitin a...n¥tehell.., Idioms that's it, we've won the contract! z 2 I wish my boss would stop beating about the and tell me clearly whether or not i stand a chance of being promoted soon. 3. She expected profit figures and I was going on about sales figures. Once again, we were just talking at cross. 4 Not official yet, but it seems we'te going to relocate. Just heard it on the 5 \fyou think you can give a good presentation just because you know your subject inside out, well, 'm afraid you've got the wrong, of the 6 Thisis a very badly written report. ! just cart make... or ofit, 7 ve tried to tell my boss, but t's like talking to a. No reaction! [EL Reorder the words to make idioms. 1. to/ the /in/ loop / someone / keep 2. to//straight / the / get / mouth / it / horse's / from 3. to//point / come / the J straight /10 4. to/ picture / somebody / the /in/ put 5 to / on / wavelength / same / be / the Complete the sentences with the correct form of an idiom from exercise B. 4. | know you couldn't attend the meeting, sa here's a summary of the main points just to... pvt yeu.in the picture 2 Letme | think your performance is totally unsatisfactory. 3 Iwant tobe don't want important decisions to be taken without me, 4 thought it was a rumour, but today | Andrew tald me he was esigning. 5 Fortunately Sue and ardly ever disagree about anything. YOM ADVNONVT! Unis +» communicarion [El Match these new idioms with their definiti airyour views 4) tell somebody all the information they want or need to know be ata loss for words <érop aint b) unable to say anything because something. surprising or totally unexpected has happened sive somebody the express your opinions about something in public low-down 5 5 keep somebody @) give somebody regular information about things 2 up to date ©) make a suggestion in an indirect way a € 5 Complete the sentences with the appropriate form of an idiom from 5 7 m exercise D. z 1 Email me every day to..keep.me.up te. date... with the latest developments, z will you? 2 you 2. When she was told she'd been nominated Businesswoman of the Year, she 3 Could you briefly ‘on their financial situation before our meeting this afternoon? ’ 4 Every week in our department there's a meeting where the administrative staff can ‘and discuss problems. 5. We can’t be sure, but management. that there might be redundancies. Study the examples of linking words. 1 Despite his great sense of humour, he often finds it difficult to respond to his audience. In spite of his shyness, he isa brilliant speaker, 3. Although he generally communicates his ideas clearly, | often find it hard to follow him. 4 Even though Vd put them in the picture, they didn’t seem to grasp what Iwas on about. Cross out the two explanations which are not correct. The words in italics are used to 4) express the cause of somiething, the reason for something, ») ‘reinforce an idea, add information, ©) contrast ideas. [ED Tickthe three sentences which make sense. Then check your answers in the key. { managed to follow their conversation, although my attention had drifted away.” Even though the talk was awfully boring, lft the room after a couple of minutes. Despite the fact that he knew he was right, he refused to admitit. In spite of their criticisms, I didn’t lose my confidence. ‘was unable to express my disagreement although |am generally assertive, elt sleepy throughout the meeting in spite of my tiredness. Rewrite the three incorrect sentences in exercise B,‘An e-mail UNIT >> COMMUNICATION Buse your knowledge of linkers to guess the meaning of the words and phrases in italics. 1 2 ‘Although Sue is usually very direct, tis time she was really beating about the bush, Despite the markets bearish trend, he was optimistic about share prices going up again soon, ‘Although he often tends to waffle, today he made a presentation that was clear, concise and tothe point. ‘Their new product sold quite well even though the advertising campaign was a complete flop. ‘They managed to find a huge site for the new factory in spite of the scarcity of land in that part of the country. [i Youwork in the Human Resources Department of a modern, forward-looking organisation. You are very interested in the course advertised below. BRENTFORD COLLEGE BUSINESS AND ADMINISTRATION TRAINING Autumn-Winter Courses Communication & People Skills (Course Ref. No. 23-D] The aims of this residential oneweek seminar are to: + improve participants’ speaking and listening skills + analyse common communication problems and explore ways of resolving them « give participants opportunities co experiment with conflict resolution strategies + help participants deal with defensiveness and aggressiveness ‘This seminar willbe of interest to all Course fee (including manual}: £650 professionals who have to deal with people Dates: 7-13 October and work out problems with others, Facilitator: Kate McGovern, PhD, MBA, ‘Venue: Brentford College For further details, contact: Martin Lowles, BATP President of Schréders Consultants in Geneva, Brentford College, 27 Burrard Street, author of the besteler How to Listen to Othe and Brentford TW9 OAK Resolve Confles Email mlowles@BATPacsuk Write an e-mail (70-0 words) to your Head of Department, including: To: Subject: a request to go on the course why you think the course would be useful some details of the course ‘an enquity about the possibility of financial support towards the course fee. YOM JDVNONYTInternational marketing [EY Match a word from box A with a word from box B to complete the sentences 5 below. a ec A B = compatlive Tegmentation m product retention = marketing portfolio 3 market strategy x customer identity brand advantage 1 Inorderto secure a... competitive... advantage... companies will try to ‘make ther products and services stan out from their competitors. 2 The company’s aggressive targets numerous trade fairs around the word 3. The CEO described industrial services as one of the three main growth drivers for Siemens, alongside its green and sales in emerging markets such as China, India, Grazl and the Middle East 4 Asurvey by a German car magazine showed that customers were worried that mass, market carmaker WW could damage the Porsche. 5 By’ - - ‘, we mean the process of defining and subdividing a large homogeneous market into clearly identifiable segments having similar needs, wants or characteristics, 6 The key to success is not in just securing the first order, but in fixing problems and offering new services. So we reward our sales staff for. rather than just forthe initial sale. [Ei complete each space in the article with the best word (a, b, cor d). To create the right marketing....MiX...2, businesses have to meet a number of conditions. First ofall, the product has to have the right. 2 For example, it must look good and work well. Secondly, the... ? must be right. f you hope to make a {good profit, you want consumers to buy in large numbers. ‘Then, the goods must be in the right place at the right time, so you have to make sure that the goods arrive when and where they are wanted. To this end, accessing the right, * channels is crucial. Finally, the * group needs to be made aware of the existence and availability of the product through. So you need to decide where and when you can get across your marketing messages to your target market. Besides, you also need to ask yourself how you will reach your, ”. For example, you can get your marketing. * across by advertising in the press, on TV, on the Internet or on billboards.a) strategy ») plan © mix 4d) profile 1 2 a) portfolio ) features © extension) base 3 a) retail b) identity ©) wholesale 4) price 4a) distribution) exporter survey 4) Focus 5a) USP b) target 9 swor 4) wholesaler 6 a) discount b) sample promotion 4) questionnaire 7 a) profile b) audience ) strategy 4) retailer 8 a) plans ») offers 0 samples 4) mossages ‘The words in each of the noun phrases below are in the wrong order. Write the phrases in their correct form. report confidential marketing highly Ji! balance improving sheet steadily YOM JOVNONVT research market ambitious programme 1 2 3 4 relations new department public 5 figures impressive profit extremely 6 operations rapidly overseas expanding Find the word which can make a compound or a collocation with both words on the left and both words on the right, as in the example. The number of dashes corresponds to the number of missing letters. 1 Jtarget arket , segmentation youth share 2 | niche campaign slobal a budget 3 [rar t fair world deficit 4 | outdoor a campaign Internet agency 5 | premium bo image leading name i - s figures ersea: departmentYOM FOVNONVT UNIT2. > INTERNATIONAL MARKETING 10 ig ideas [EQ Match the appropriate sentence halves below and join them with the correct linker. 1 The company is planning a direct mail campaign compete or even survive, 2 Their mailing list contains plentiful information and data 3. Their competitors, however, still have to go through a specialist direct mail agency improving sales of their range of office supplies, inorderto | limiting exports of textile products from India. 4 Every company must work hard witha view to” reach potential customers, which costs them extra time ‘and money. 5. The government decided to sothat their market share would introduce a quota increase. 6 They increased their they won't have any difficulty competitiveness identifying the most appropriate recipients for the mmailshots, Cross out the two explanations which are not correct. The three linkers in exercise A are used to a) contrast ideas, b) express the cause of something. ©) express the purpose of something. Read the passage below about In most ofthe lines 1-12 there fs one extra word which does not fit. Some lines, however, are correct ternational marketing. Ifa line is correct, puta tick (7) on the appropriate line. IF there is an extra word in the line, write that word in the space provided, Globalisation has affected marketing strategics in many ways, In the past, for ‘example, how co enter a market tended to be the main question. ‘Today, by the contrast international marketers ask themselves whether it s better to standardise or to adapta product across different markets. Finding the right the. international mix it has become one of te key questions, and answers vary greatly from a company to company and from product to product. Coca-Cola, for example, Indonesia tastes Jot different from Coke in the UK. Such a strategy is in stark contrast to Rolex’s. Indeed, Rolex uses the same advertising message, and positions its watches in the same way in the world over. Other companies strike a 1 2 3 4 has customised its soft drinks to every market, It is well known fact that Coke in. 5 6 7 8 9 ‘compromise between customising and standardising, and opt for a middle-of the road strategy. Car manufacturers, for example, cannot afford them to design a 10 separate car for each market. However, they do need to think ofa country-specific 44, differentiating features, as consumer tastes vary enormously from one country © 4 another. FTUNIT2. »» INTERNATIONAL MARKETING ‘The letter below was sent by an institute for management development to keting a large number of companies throughout Eastern and Central Europe. AS he Amen etter you read it, complete it with the correct form of the verbs from the box. Eee [args _cosider contact enclose forward require CENTRAL EUROPEAN INSTITUTE FOR MANAGEMENT DEVELOPMENT ivieadoslavovo nam. 128 31203 Bratislava 20 June Dear Sir or Madam. have pleasure in enclosing five copies of our new brochure, detailing the Strategic Leadership prowramme andthe Advanced Management Programme available ere atthe Bratislava Cental ‘european Inttte for Management Development for entry next September, { should be grateful if you could please... Forward... the brochure as appropriate within your organisation, so that itis avilable to both the Head of Human Resources and employees when 2 profesional development options Inadition, 1 2 a poster which includes prepaid response cards and should be most ‘grateful if you could ‘for this to be displayed. Should you! + further copies of either brochure or poster, please. Igor CCutka at our Admissions Office by email on L.Cutka3@pk.miba.sk, Finally, [hope you and your staff find the brochure of interest. Yours faithfully \pona, Trot. ed Professor Irena Trollerova MBA Head of the CEIMD Bi _ ivan Gaspertin, the manager of Kommerz Bank (Trubarjeva 47, 1000 Ljubljana, Slovenia) wishes to order five more copies of both the brochure and the poster. Write an e-mail message. uu OM FOVNONVTBuilding relationships TY study how Speaker B responds to what Speaker A says. Focus on the words in italics. A: What do you think damaged our relations with Oxaco? B: Well, rd say communication problems certainly soured them a bit. ‘Speaker B doesn’t repeat the same verb as Speaker A but instead uses averb with a very similar meaning. Now take Speaker B’s part. Use the correct form of a verb from the box. YOM JOVNONVI Toster restore sever undermine strengthen bulld up 1. Ac Their firm has developed considerably. B: Yeah. They've certainly managed to {good business over the years. 2A: Getting id of those trade barriers should cement the friendship between our countries. B: Absolutely. There's nothing like trade to relations. 3. A: It's good to hear that they/te thinking of resuming diplomatic relations, isn it? B: Yes. That's great. relations is probably the best decision 4 A: The key question is, how can we encourage cooperation between our organisations? B: Definitely, We need to find ways to cooperation, 5 A: 'matraid lack of communication is now jeopardising aur relations, B: agree. | think it’s really future cooperation, 6 A: I hear Riel Engineering has broken off relations with its main distributor, B: To be honest, | wonder what took them so long to relations with such an unreliable distributor. EA complete each sentence with the best word (a, b or ¢). 1 To do business with someone, first you should try to.... establish a rapport a) improve b) Gtablish ©) promote 2 Their repeated interventions .........00...the whole meeting a) corrupted b) broke off ©) disrupted 3 Japan's trying to a much warmer relationship with China a) cutoff b) improve cultivate 4. china’ desire to solid relationship withthe US has been the anchor ofits foreign policy for several decades. a) maintair b) undermine 0. strain 5 Thanks to its sponsorship of various cultural events, the company very good relations with the local community a) resumes b) enjoys ©) improves 6 With a view to fostering economic prosperity, the Euro inched an with a number of an Union hi Inkiative to closer relations a) establish b) disrupt damage 2UNIT3.*» BUILDING RELATIONSHIPS Match these sentence halves. 1. Jarvis will never et down a) for as much as 25 per cent of revenues inthe near future. 2 Sueand Marco are going to 1) so we can't afford to putit off once share a small office again. 9) we called off the party immediately, 3. Inthree years’ time we plan tosetup ) a customer who has a problem, ©) of strengthening our relations with our suppliers. f) so they’ better learn to get on | asked them to draw up 5 When we heard wed last the deal, 6 This conference is crucial together. 7 Tod's CEO expects China and india 8) the contract as soon as possible. toaccount 8 Wete looking for new ways A) a distribution networkin Mexico. [El complete each conversation with the correct form of a multi-word verb from the box. [Santen SKIN ga back po over Laok forwarklto | eounten checkin goback go over look forward to meetup tuinround turn up workout carry on 1A: Do you think our new agent is reliable? Absolutely. | know you can,.Co¥nt 2A. .her to boost sales. 8 2 Asm really glad I'l be able to go to the Frankfurt conference. 8: Me, too. 'm very much seeing you there. 3A Those new models have really saved the factory from closure, haven't they? B:Yeah. They've he company 4 A: Do you socialise with them? 8: Well, we usualy. --for lunch on Thursdays. 5A: The negotiation was a great success, 8: Yes. Things pretty wellin the end, 6 A: Have you checked the report? 8:Yes.1 _-ityesterday. 7 A:I suppose you all stood up when the CEO arrived. 8: No. In act everyone. working as f nothing had happened j 8 A: Hie. igorhere, Have you arrived atthe hotel yet? i Bz Hilgor. Yes, 'm just. now. 5 9 A:Was everyone on time? B: Almost everyone. Hans late as usual. 20 Als guanx‘an old concept, then? 8: Ohyes. It thousands of years, TW study these sentences, then decide whether the three statements below are true or false. B OM JOVNONVTYOM J9OVNONVT UNIT3 >» BUILDING RELATIONSHIPS 4 Linking ideas Isis probably true th a) ») a Although their prices are very competitive, we have decided not to do business with them, Their ads are hardly noticeable. Nevertheless, they keop attracting new customers. though, even though, in spite of, despite, nevertheless, nonetheless, however, yet, on the other hand are all used to contrast ideas. Although, even though, in spite of, despite are used to lnk parts of a sentence together, Nevertheless, nonetheless, however, yet, on the other hand are used to link ideas actoss sentences. Complete each sentence with the correct linker (a, b or c). 1 Relations between the two counties seemed toimprove..2¥ea,theugh.. they kept putting of the peace talks a) however ») Gen though © despite ‘Their prices are very competitive. we have decided not to de business with them, a) Nonetheless b) Although Furthermore We reached out to customers with special offers, continuity programmes and appreciation letters. . customer retention did not improve. a) However b) Despite © Even though Negotiating prices and securing orders is very exciting, ensuring that the customer remains a customer can be less stimulating, a) Moreover b) In spite of © Onthe other hand He likes keeping himself to himself entertaining suppliers. a) Aswellas b) Besides Q vet he spends a lot of time Tsampa and Rexon have only been doing business for a couple of months. . Tsampa's managers have already given Rexon their full confidence, a) Despite b) Nevertheless ©) Besides Read the passage below about giving presentations. each line 1-8 there is one wrong word. For each line, underline the wrong ward in the text, and write the correct word the space provided. the most effective presenters have all developed their own Having said d communicators, they are aware that there audience is just as important as what they have to s about the top plenty of time not on chat to the ps easily establish rapport for the audience, And good r they often have a number of common feat. Like all good Therefore, they tied to find out how much their listeners already know and about their 0 oF 15 minutes before their talking is due co start. This gi features o prepare their notes and check the equipments but also to as they come in. By create a relaxed atmosphere, they can Yan euneUNIT3. +» BUILDING RELATIONSHIPS teat the ect marketing letter below and cross out the one sentence which does not fit in. morrison office supplies international 1 Connaught Place, Edinburgh EE 7EY ‘Tel/Fax 0131 123 7650 Mr Potter Futuro Off 9g Artillery Uxbridge. Middl 21 September ‘Lane, Harefield, lesex UB7 515 Dear Me Pott ‘Thankyou for doing business with us fr over thee yeas Ave continve to be one of the world’s lading business-to-business suppliers of office products and are ee, and our motto continues tobe: ‘Our job isto make your job ease’ ow, be prepared to be surprised about our lacest additions ro our wide range of products « Morrison's combined PXL-100 Laser Copier / Printer / Scanner —it does what none of the competition is able co do inthe same way : + our new collection of Wizard office chairs + our recently expanded collection of Avalon seminar chairs. For more information, all: 0800 123 9876 or vsit our website: wwwmorrison co.uk ‘ou will notice that our ste has been completely redesigned to provide you with more information, and to serve you better. Let us know what you think about it. The company runs other funds that would have competed withthe joine venture. Register with our site by 1 October and win an cexgonomic desk chair worth GBP3001 ‘We would alo like to draw your atention to our special offers for regular customers like you: + up to 30% discount off the normal purchase price on ALL orders placed in October * free consultations ‘We look forward to continuing our business with you, Best regards, “Ht lady rank Lindsey, General Manager, Mortison UK FL vou work for Futuro Office. Write a short reply (100-150 words) to Morrison Office Supplies International. + Express interest in one ofthe three products mentioned in thelr etter, and request further information. * Enquire about the exact discount for that particular product. * Tell them what you think about their new website. Thank you for your letter of. We would ike to take this opportunity to. Could yo Meanwhile, we would lke to. | Io ease let us have further details of | ‘You please specify fe would wetco We look forward to hearing from you, me more information about... We look forward to your letter. | {AS tegards your. arding your. th eeardto your Yours sincerely, Best regards, ishes 15 YOM JOVNONVTOM FOVNONVT 16 i! Success [EN Match a word from box A with a word from box B to make the collocations needed to complete the sentences below. A 8 global spree ee business recession buying point economic outlets retail sales turning acumen 1 Turkey is enjoying one oF the esion’ strongest recoveries rom the...glebel.. CrISIS, .. after suffering one of its sharpest recessions. 2 nrecent years the atines industry has suffered fom terrorism, ane rocketing ol prices 3+ Our company has combined | ..of about $2.5bn with about $600m coming rom Braz 44 Peak Sport Products, afamily-un company that now ranks among China's best-known sportswear brands, now has more than 6,000 andis opening another tree evry day. 5 The acquisition of Rex Electronics marked a in our ‘company's history. 6 The consumer electronics industry was leading the world out of recession by ‘tempting consumers into a.. 7. While some fashion brands such as Burberty and Louis Vuitton have married vision with. os all 100 often there is a tension between creativity and corporate finance. ‘Add the correct prefix from the box to the words in italics in the sentences below. ever co de ex mis out down re ultra under 1 The manager admitted he had...@¥eF...spent massively on an IT suite the business did notin fact need. 2 Whether or not to. regulate health care isa divisive issue in many countries. 3 When two of our -workers disappeared, all the boss had to say was that “they/d left to pursue other opportunities’. 4 We design and manufacture......-.-efficient air conditioners for industrial use. 5 The profit figures are excellent. Once again, we've performed all our rivals. 6 The _-president of Lexton Steel Corporation is suing for $1.5 million he says the company owes him as a retirement payment. 7. Staff who never get any praise for their achievements may end up .....-...ating their own abilities, 8 Inthe late 1990s, many countries experienced a severe economic tur.Present and past tenses 9 Our company is thinking of locating its headquarters from Antwerp to Bratislava 40 Of caurse I can see now that Brian is an asset to our company, and I'm sarry | so badly. Judged him wien he started working for us. Match these sentence halves. 1. le’sbeen alt ofhard work, but she 2) are getting there = 2. Newemployees ate often anxious 5) that chieferecutwesriseotheton. 3. Allong last, thelr hard work and ©) when a new product does wel & investment 5 a 44 What we are looking for is 2 4) his ite was success story ea candidate who can = 5 Itis partly by knowing what to ©) seems to be really making a go of 3 delegate, and to whom, her dry cleaning business. R 6 The reorgenisation of our business 1s beginning to bear fut isnot finished yet, but we 7 From farm boy to business tycoon ~ 2) get results and work wellunder pressure. 8 Both retailer and manufacturer 1) toméke their mark and impress benefit thelr bosses Underline the eight idioms which express the idea of ‘success’. Past simple or present perfect? For each of the sentences below, choose the correct ending. 1 Rebecca has been with our organisation for five years a) and she did a great job. )) and she is doing a great ob. 2 His hard wark realy paid off - a)_he was promoted to Chief Adviser a year later. b) he has been promoted to Chief Adviser. 3 There have been serious problems with the merger, a) but we proceeded with it anyway. b) but we have proceeded with it anyway. 4 The motor trade has been in the doldrums a) last year ) all year. 5 She's been promoted ) because she's brought off that deal. b) while she was working as Head of R&D. 6 How long have you worked as Financial Adviser a) for your current employer? ') before you became Financiat Director? v7YOM FOVNONYT UNIT4 +» SUCCESS 18 EI underline the correct verb form(s) in these two texts. NEWS DIGEST Pour exchangs -competitiveness ‘The Securities and Exchange Commission said / has said! yesterday it censured I had censured" four US options exchanges for allegedly engaging in anti-competitive practices and ordered / was ordering? them collectively 10 spend $77m on surveillance and enforcement. Without admitting or denying the charges, the American Stock Exchange, Chicago Board Options Exchange, Pacific Exchange and Philadelphia Stock Exchange agreed / had agreed" to settle with the SEC and the Justice Department, ‘which were probing /have been probing / had been probing? ‘options listing practices atthe exchanges since last yar. 2.Karsen names Liebke successor Karsen, the Austrian derivatives exchange, appointed! has appointed | had appointed’ Dieter Lahm to take over from Hans Liebke as chief executive. The appointment was announced I had been announced? yesterday by Deutsche ‘Bérse, which owns / owned! SO percent of Karsen, and is seen ‘ was seen’ as a move by the exchange to develop a stronger international presence Mr Liebke, who has announced / had announced* his resignation from Karsen the week before, was appointed had been appointed® to the Deutsche Birse board a few daysag0, Present perfect or past perfect? Complete the sentences with the correct form of the verb in brackets. 1 They...2ad hoped. to organise a reception for their visitors, but it didn't come off. hope) 2. They say they ‘answering machine. | 3 The manager is very upset as he 4 We always. ‘a message, but there's definitely nothing on my ‘several times already. (leave) (check) outvoted at the AGM. (be) ... ahead of our rivals until 2003 when they outstripped us forthe first time, (be) 5 The new XY3 tyre series really , but then they were all recalled after a spate of complaints. (take off) 6 She meeting. (give) Eh complete the article or present tense. ZARA ONLINE the verbs in brackets, us ime the low-down on the merger, so | feel well prepared for the 1g an appropriate past Spanish retailer Inditex has only relatively recently given Zara customers the opportunity to buy garments online, ‘The roll-out of Zara's transactional website UK, Portugal, laly, Germany and France of the company's 76 markets, OF Inditex’s eight store brands only one — housewares retailer Zara Home — 2 (sell directly to internet users until theo, Asked about the company’s late arrival to internet retailing, Pablo Isla, chief executive, 2(say): “For us, 2010 was the right time to go online.” Some analysts venture that Mr Tsla, who largest apparel retailer by sales since taking the helm in 2005, concentrate on Asian expansion and cost controls before turning to new sales formats teenagers * (use) the internet for many years to promote its various lines and is also With its focus on fashion-conscious Popular on Facebook, where it has over 4.5m fans, Its smartphone application, which (download) by over 2m people: six countries that are among the most important The internet and the world of social networking are extraordinary channels of * (begin) in 2010 in Spain, the (make) Inditex the world’s # (want) to and young people, Inditex 7(aunch) at the beginning of 2009, 49 communication which fit perfectly with our groups philosophy,” said Mr Isla. Inditex, whose brands also ° (include) Massimo Dutti and Pull and Beat, is atthe vanguard of computerised ordering and dispatching systems: in each of its 4,700 stores, managers However, Mr Isla said Zara, its flagship brand, to build before launching into cyberspace. (provide) daily updates on Sales and taste trends, (wait) for online demandUNIT4 >> SUCCESS HEY Read the excerpt below about the chances of success of executives sent abroad to work. In each tine 1-9 there is one wrong word. For each line, undertine the wrong word in the text and write the correct word in the space provided (UK companies have filed in the past ro prepare their staff in key areas before sending them abroad. What's new is what they are wthat. starting to paying attention to it, Previously, the definition of a successful assignments was that the jobbolder din’ quit early, ‘but now companies are waking up on the fact that assignments are not necessarily succeed just because the person stays abroad for the allowed period. While 89 per cents of companies formally assessment a candidate's job skills prior toa foreign posting, less then half go through the same process for cultural suitability, Even few gauge whether the family wll cope Negotiating [EY _ Read the follow-up letter to a negotiation. Write Norman Furey’s reply to Grand Computers. © reply before 5 April + express thanks for letter and brochure * confirm details, but highlight misunderstanding regarding discounts: you had agreed ‘9n 3% on both the PC and the UP Dear Mr Furey, Further to our discussion of 15 March concerning your order for 12 of our Nexus 2K PCs and 8 Orion Plus laser-jt printers, I wish (o summarise the details and confirm the terms of our agreement. List price Discounts ‘Nexus 2K PC £650 ine VAT 10+ 3% Orion Plus LIP +£250 ine VAT 2 Delivery: Within a week for orders placed before 5 April. Payment: Banker's draft May I remind you that our offer of an 8% discount on our Nexus 2K PC is still standing, should yyou decide to order in excess of 20 items. In addition, we are now in a position to allow a 10% discount on our new Orion Super Plus LIP/ Scanner, about which a detailed brochure is enclosed. ‘We look forward to your order and to doing business with you again in future, Best wishes, RcSalen ‘Ben Jacobson, Sales Manager Grand Computers 19 OM JOVNONVTYOM JOVNONVT Job satisfaction LN complete each space in the article with the best word (a, b, cor d). Herzberg’s Theory of Job Satisfaction Frederick Irving Herzberg (1923-2000) was a management professor at the University of Utab, known internationally for his work on helping companies understand how to motivate workers and inerease productivity. He is known for his “Motivation-Hygiene Theory’, According to Herzberg five factors increase job satisfaction and staff motivation to perform: 1 Achievement ie.a sense of .a22melithnent, or pride whenever a demanding task is ? out suecessully ‘One way managers can contibute to this is by encouraging employees to set clear, realistic professional ‘als for themselves. 2 Recognition ie. the ? of an individual’s or groups efforts or contributions. For example, managers can highlight staff efforts and contributions in meetings, They can also give a sentinely positive performance sand devise a judicious system of. > such as housing allowances or exira holidays. 3 Challenging Work For work tobe. Shore must be tasks that are challenging or motivating Just as each individoal prefers some tasks to others, each finds some tasks more challenging than others. 4 Responsibility : When staff fel responsibte and ? for their own work, and when they are somehow involved in the decision-making process, their job satisfaction Increases. “Managers can gradually inerease staff and decision making as they gain expertise 5 Growth and Development Bveryone needs to continue to develop personally and professionally on the job, When there are limited ‘opportunites for * and development, ‘motivation decreases. Employees may commit energy to other aspects oftheir personal lives, seek other employment, or out ‘Managers can advocate educational or special taining, for staff, and encourage them to attend training programmes andl conferences. Bee wvausune 0 1 5 Passives 2) inspiration —_b) remuneration Sedona ) astonishment a) catried ) broken 9) brought 4) pulled a) reward b) congratulation ¢) prize 4) acknowledgement a) examination b) evaluation) testing 4) interrogation a) perks b) commissions «) praise @) loyalty a) satisfying 6) fuliled © completed 9) retaining a) mature b) accountable mindful 4) comfortable a) dependence) autonomy ©) separateness) liberty a) rise b) increase 9 growth @) aise a) bteak ») sun fire 4) burn a) absence ) period 9 leave 4) term Complete the sentences with the correct passive form of the verbs in brackets. 1 Future success... Will be driven... by developing a workforce capable of challenging the status quo. (drive) 2. Over 600 people redundant last year. (make) 3. Oursister company’s leave policy recently (revise) 4 An agreement currently. (negotiate) 5 Tom a pay rise earlier, he wouldn't have resigned. (give) 6 ‘Some people argue that during an emergency, a tough style of leadership should (use)UNITS: >> JOB SATISFACTION o Write questions about the sentences in exercise A using the verbs in italics. will future success be driven 1 How... drive 2. How many. ‘make 3 Whose revise & What sott of... negotiote 5 Would Tom have resigned... ‘ive 6 When.. = use Look at the list of preparations that have been done or still need to be done fora staff training seminar. 4. design seminar programme Y (astTuesday) 2. send out seminar programme X (tomorrow afternoon) 3. book conference room 1 (earlier this morning) 4 order folders and note-pads ¥ (astweek) 5 check PowerPoint equipment X (next Monday) 6 book a room for trainer X (bythe end of the week) 7. inform local media (earlier this month) 8 plan social evening Y (atour last meeting) Now look at these two exchanges between the seminar organiser and her personal assistant. 1. A: Has the seminar programme been designed? B: Yes, it has. It was designed last Tuesday. 2. As Have the seminar programmes been sent out yet? B:No, Im afraid that still needs to be done. (ll see to it tomorrow afternoon. Write similar exchanges for the other items on the list. Like the passive, the expression have/get something done focuses on what happens and not on the doer of the action. ‘A Isthe photocopier working? B: Yes. We had It mended yesterday. (We didn’t mend it ourselves. Somebody mended it for us.) Complete the exchanges with the expression have/get something done and the verb in brackets. 1A: This office looks rather shabby, doesn’t it? B: 1 know. Were going 10 nnnnnneeeS00N, (tedecorate) 2. A: They want a copy of the contract in German. ‘8: Right. In that case, we'd bette 3. A: The video's on the blink again. immediately. (translate) B: We definitely need to a 4 A: Ourfire alarm seems to have a will of its own, doesn’t it? Yes. I think we should without delay. (service) “m not sure the figures in this report are right. 2 (check) 8: Well, why dor't you. a aOM JOVNONVT‘YOM IDVNONVT UNITS. +» JOB SATISFACTION 22 EY Att punctuation has been removed from the following job advertisement. Editing Rewrite it with the correct punctuation. Some words will need to be capitalised. fainertrade ltd seeks an assistant project manager for 12 months on this project funded by the cust fund for kazakhstan and administered by the world bank the project which commenced in january this year ‘ims to improve the capacity of kazakhstani communities to manage local government structures for the planning and implementation of local development initiatives through the project village level development councils have been established across the country through which small scale grant funds are being channelled Responding [EJ complete the letter with an appropriate passive form of the verbs from to job the box. applications appoint issue pay setout Mr Andrew Harris FairerTrade Ltd 77 Dunham Road Denzell House Bolton 5 Connaught Avenue Congleton, Cheshire CWut 7TL Tel: o1260 271289 14 March Fax: 01260 271288 Lancashice BL3 2FK Dear Mr Harris, Re \ssistant Project Manager, Kazakhstan Further to your application forthe above post, am pleased to confirm thatthe Selection Board which met on 1 March recommended that you "othe above post, subject to medica clearance. Your salary ? atthe rate of £25,000 per annum. Other benefits s.-.e.rseoeo-? i the particulars of post attache. | should be grateful if you could confirm in writing that you wish to take up the post by Wednesday 20 March. “The proposed start date is on 8 April and your contact, which is for a period of one year... es after we receive written confirmation of your acceptance. Ifyou have any queries regarding the terms and conditions of service ofthe appointment in the meantime, please do not hesitate to contact me onthe above number, ook forward t hearing from you shortly. lovee ft Karen Poulson, Recruitment OfficerUNITS. >> JOB SATISFACTION Write Andrew Harris's reply to Karen Poulson. feaeucncs POLITE REQUESTS | [should be grateful you coud conten in witing that : | We would be most grateful for your prompt answer. Your assistance would be welcomed. “accepring aN oFFeR {fam delighted to have been selected | Lould tke to confirm that I do wish to accept the post. ENCLOSING DOCUMENTS Tenclose a copy of. Please find enclosed. As requested, | am enclosing. OFFERING ASSISTANCE Ifyou have any queries, do not hesitate to contact me. ‘Should you require further assistance, please do not hesitate to contact us. If you should require Linking ideas LB complete each sentence with the best linker (a, b or ¢). 1... Sings... everybody is here, | suggest we get down to business. a) Gince) b) Due to 9 Owingto 2. The introduction of our new model was delayed. production problems, a) owing to b) because 9 for 3. The slow rise in profit figures is... our large investments innew machinery. a) because b) since 9 dueto 4 The band’s second album didn't do very Well... their video was banned. a) owing to b) as 9 50 there’ little chance of achieving 5 The project manager's off sick, much this week. j a) as ») 50 9 since 4 6 on unforeseen circumstances, the CEO had to resign. ; a) As b) Since ©) Owingto 4 Cross out the two explanations which are not correct. The six correct linkers in exercise A are used to a) contrast ideas. ') express the cause of something. 9) reinforce an idea, add information. 4OM IOVNONYTOM JOVNONVT TY Use the clues to complete the crossword puzzle. Across 4 iWyou something, you consider the good and bad aspectsin order to reach a decision aboutit. (5, 2) 8 Iyou risk, you get id oft. (9) 10 tha riskis + Itexists now, or will exist very soon, and itneeds urgent action. (6) Down 1 Hariskis «itis so unimportant that you can ignore it. (10) 2 IFyou a tsk, you reduce the chance of a large loss by sharing its insurance with others, for example. (6) 3A risks possible or tkely in the future. (9) 5A riskis very big. (®. 6 Ifariskis itis very small indeed. (9) 7 Ifyou a risk, you make a judgement about it based on the information that you have. (5) 9A _wtiskis not ikely to happen. (6) fin Rs Bp law > Fe 7 i [EL complete the verbs with the missing vowels. All the verbs collocate with risk(s). 1 2 3 4 one pt stmt fr, fe mist nderer pana UNITS >> RISK use these verbs to label the four groups in exercise B as appropriate. [assess Meet Manage Predict Match the following sentence halves. 1. Ifthe allegations against the CEO 2) you never take a risk. prove to be well-founded, 2. With such aprovacative advertising |b) at the risk of being repetitive. campaign, 3. You can’t hope to be successful in you risk losing your no-claims bonus. business if 4 — twill say again that your complaint d) you should know you are doing so at is unjustified, your own risk. 5 Ifyou play the stock market, e) the future of the company is at risk. 6 = Trynotto make a claim on f) we run the risk of alienating our more. your insurance policy this year, conservative customers. otherwise Look at the graph, which shows sales of soft drinks produced by Kanko. Then underline the correct adverbs (1-10) in the text. er ast quarter 2nd quarter 3rd quarter «ath quarter As you can see from the graph, it has been a rather/reasonably" disappointing year for Kanko overall. However, the frst quarter was fllyexceptionally’ good, as sales of our new soft drink N-Exgy rose steadilyydramaticall’. Unfortunately, owing to unexpected production problems, sales fell sharply/steadily* throughout the second quarter. They then rose exceptionallysharply* until the end of July. ‘The rest of the summer was badiy/stighly* less successful, and sales didnot pick up again ‘until the frst half of September. We were then fairiy/severely’ confident that we had the situation under control but sles just levelled off throughout the next two months. Subsoquent problems at our Norwich subsidiary, however, meant that sales began to drop RISK Read this short text about health and safety in the workplace. In most of the lines 1-10 there is one extra word which does not fit. Some lines, however, axe correct. ifaline is correct, puta tick (¥) on the appropriate ine, if there is an extra word inthe line, write that word in the space provided Implementing a systematic approach to workplace safety wil require fora cultural change in many organizations and within the safety fer profession. All organizations they need to nature a “safety cular” Company policy and workstation practice must dictate that salty never takes in a back set to other interests, Noone should be tolerate potently disabling or liethesteing rs i the name of costing, productivity or any other a piri. Safety and health considerations must be with an integral part of the wey annwne ‘operating policies of every organization, The consequences are too expensive when the health and safety are seen as secondary. 10 Jeff Smithson, Staff Restaurant Manager at Kenko, talks to Paula, his assistant. Put the lines of the conversation in the correct order, 4... Paula: I hear someone had a nasty fallin the staff restaurant at lunch time. Abroken elbow, as well as a minor head injury. Atleast that's what Mary Dawson diagnosed. She called an ambulance straight away. Apparently, one of our attendants had spilt some oil, and was about to clean up, but too late. Jim Perry from Accounts? Near the salad bar? But how did it happen? Oh dear. Poor jim! Is he badly hurt? Oh yeah. She's got a first-aid certificate, hasn't she? It's really good to hhave someone like her around, Pretty nasty, yes. You know Jim, don’t you? ‘That's right, yes. Well, he slipped somewhere near the salad bar, 10.. Jeff: Absolutely. We need people lke her. Besides, we must also make sure canteen users are properly warned of wet or greasy surfaces. Use the information in exercise D to write Jeff Smithson’s e-mail to the Human Resources Manager. Give details of Jim’s accident (When/where/ how did it happen? Who is Mary Dawson? What did she do?) From: Smithson@kanko.co.uk To: MTPratt@kanko.co.uk Subject: Accident in restaurant - Jim Perry 27 YOM IOVNONVTGETTIN LY in the grid betow, 11 words connected with management qualities or styles 5 are hidden horizontally or vertically. One has been found for you. a Find 10 more. § — = — a DlijRielc|t|t|vieytiilec m Le { 3 E|Ri|aA|mMit|s/T/E|R|O|M/E R [clalelelilalu|olrivie[n tf{t{slol/cjijalelelelil|t si|i|pl|wia/tl|vilole|sisi|r tloi/cle|r{aljo|r|xjultja vin{wirfifefolelijcjalje eElaltiijel|xiula/Blelelt pPitlalnialvie|s|tiolo|s Rio|riGi/A|n|i{s|e/ojult Alu/tijo|c|rRialtit|cle s|vjelijn|s tiriiinie} El complete the table with the missing words. Adjective Opposite Noun form 1) sociable waveciable soca 2) competent 3)... - . loyalty WY coove -_ inconsiderate 5) responsible 6) decisive Complete each sentence with the most suitable word from exercise B, 1 Markis not...ynseciable.., he ust doesn't like hanging out in pubs after work He didn't know his job at all. The tasks were obviously not within his. Employees are free to look for, and accept, new jobs, but they must remain to their employers during the remainder of employment. 4 If Ryanair planes don’t have reclining seats, itis not out of forlong- legged customers, but to keep maintenance costs down. 5 itis extremely... to accuse a country of being the source of cyber attacks prior to any serious investigation. The consequences could be disastrous. 6 What do you mean, ‘Maybe yes’? Sometimes | wish you were more 1 28[I complete each space in the article with the best word (a,b, cord). EFFECTIVE LEADERSHIP gecve eadesip et shearch on parenting proves expest yo 10 do a Jou Wee tld, I nod even harder very ‘results, whereas a ‘coaching’ one might ers) I oe the though, the parenting or leadership, the tick is of 2 eect re 1, majority of parents work things out course to know which style to adopt 2 $ Fier cade pet forthemselves trough 3 process of when, and unfortunately research is § esearch co HeIP of what it — trial and 2 not very useful in this respect. a BI) pce cvely in the same But what about leadership? So it seems that for both parents and = si ead Tectveie Mrreecent Different tyes have been identified: leaders, it is bac to rial end error 3 ay. estes weratic, coercive, coaching and instinct. 2 yer: towhat authoritative, pacesetting, etc. A x ‘One my “coercive” leader, or instance, would yan analogy is helpful fn FF exten 0 ) 1a) Although b)Gowever) © But 4) Despite 2a) photo ») picture © scene @) sketch 3a) imagine b) criticise think wonder 4 8) contradictory) antagonistic —«)- consistent) anticipated 5 a) adopt ) suit ©) adapt &) change 6 a) Final ») summary ©) conclusion —d) end 7 a) failure ) fault © error 4) mistake 8 a) Whether b) As on @) Since 9 a) gut 5) iver ©) stomach © heart Complete the sentences with words or phrases from the box. Use each item only once. hey this, W thelatter theone their theirs then there Pote knew he'd be late for the meeting. But he eventually got... THEFE..., just to find out, had been cancelled! 2. She wasn't sure whether to do her MBA at Burlington College or Durham Business School. Eventually she went for... +5 ithas a distance learning option 3. We want to allow our staff to do the job. are paid to do. We're doing by using technology to take the administration out of people's jobs. 4 IF staffwant to order a new PC, they can select. they like online, get manager to review it, and then send off the order to the supplier. 2 y 5. She became Commercial Manager only last September, but she already knew 1 that she would be able to initiate some sweeping changes. 6 Our company seems too attached to traditional values, whereas has i 29eee" —O OM JDVNONVT UNIT7 +> MANAGEMENT STYLES [E_indicate what the words in italics refer to in these two articles, as in the example. Many ative ampere desert for a aR Tirana xperence. st possible thd gnorng te ptental within the? ov at ‘Wom inthe United Stats acount for 49 per eet of tne management aka rom wi? expan ae rpms choco Bt he! makeup only 13 pet eat of UB manager sen aro AUS angulation at seck to promote women passe dsted to say the quent op puotsned is wes say momen ae being ed Wick ymtonception sb ct wlingnns oval and Shout how ele aonalies il eto tem, 2 ‘Our firm runs leadership training courses for global companies and advises them on how to develop thei ‘executives’, says Liz Cooper, a managing consultant at a Fading recruitment and management consultancy. ‘For example, if someone is not particularly good socially, ‘we? woud encourage the company to put them into roles where they* are forced to work with people until they" get better ati? and so on." ‘The answer to whether leaders are born or made is probably as elusive asthe secret of happiness. But that* ‘does not stop companies or their” employees trying to find i FT Complete each sentence with the best linker. Linking ideas 1 Our managernever shows any understanding if we let the work get on top of us and never encourages us. a) Inaddition 2. Sales have been going down for over a year. required. a) as Consequently,...we don’t rate him very highly as a manager. b) Since anew policy is urgently b) although a 90 3 Many staff were unhappy with the way they were being managed. , they were sent a questionnaire inviting them to assess their managers. a) Asaresult b) Owing to 0) Besides 4 The different management styles within the team blended really well. 1 the project was completed to everybody's satisfaction, a) Therefore b) dueto Whereas 5 _uthe project manager was off sick, there was little chance of achieving, much that week. a) Consequently b) As 9) Inaddition 6 The staff's high morale is the manager's empowering style. a) therefore b) dueto 9 owing to EE cross out the two incorrect explanations. The six correct linkers in exercise A are used to a) reinforce an idea, add information. b) contrast ideas. 0) express the cause or the result of something,UNIT7 »» MANAGEMENT STYLES JB) teadthe letter of enquiry below and cross out the one sentence which does not fit in. ‘TransChem Ltd Dunakesat at 127 H-1810 Budapest Hungary _ ri Tae an Callege of Enlih joins tt aH 786 so ruret pp Mal oS mpany i one ofthe leading suppliers of speciality chemicals to a wide range of industries in Eastern 1, where we have 12 branches. We therefore employ staf of many different nationalities. ur co “gd Central Europ ia | Witha view to increasing the efficiency of our operations, we wish to send a group of middle managers on « accutve language courses inthe UK. We would like our staff not only to improve their communication Sills, but also to further their knowledge of the kind of English needed in management and in the chemical industry. (One of our business colleagues has recommended your college as one ofthe best. Could you please let us have full details of your exceutive courses, such as term dates, fees and accommodation with host families. Good management looks ater its existing clientele superbly and goes after markets offering the largest sales. Any other relevant details would be appreciated [As we envisage sending 10 t0 15 managers a year, we will naturally be looking for competitive offers and a lasting basness relationship We look forward to your reply. Yours faithfully, Fekete Ferene Hungary Manager Now write a suitable reply. + thank TeansChem for their enquiry, and express interest ‘briefly introduce the Vernon Morgan College of English (founded 20 years ago / high ‘quality tailor-made language training for executives / etc.) + mention the trainers and consultants (highly qualified / enthusiastic and professional experienced in the field / etc.) and mention clients (AGROCHEM in Milan and Petrosur in Valencia) ‘+ mention socal programme (opparturity to mix with loca business people) + refer to enclosed prospectus '* offer 20% discount on course fees for first group (12% on subsequent groups ~ ‘minimum of 10) + close on an encouraging and optimistic note 31 YOM IOVNONYTYOM FDVNONVT 32 oO Fixed phrases Make the following adjectives negative by adding the correct prefix. id your spelling! 1 Dees Bolte 6 experienced 2 ._felevant 7 Imaginative 3 tolerant 8 enthusiast 4 mature 9 on practical 5 legible 10 efficient ‘Which two adjectives cannot be used to describe someone's character? In each group, cross out the word which does not begin with a prefix. 1a) discontinue b) disincentive distinguished 2 a) miserable b)_ mismanagement 9 misinform 3 a) biased b)_ bimonthly © bilingual 4 a) reconnect b) renowned 9) realign 5 a) prearranged b)_ premium 9) prepaid 6 a) irrational b) reversible 9. initable Complete the sentences with the appropriate words remaining in exercise B. 1. MrMozilo pointed out that the sales were part ofa... prearranged...programme, and not the result of week-to-week decisions that he made himself. 2. Executives who fail to meet the aspirations of their employees can be accused of 3. The new measures restrict employees’ autonomy and will undoubtedly act as a 4 The move towards the creation of a shared vision is, ‘and ies at the heart of a people-centred strategy. 5. There willbe some drastic changes in the way our company is organised. For example, we're going to all our marketing and sales activities. 6 Our project manager wants us to submit a detailed ..... progress report. don't really understand why we have to write reports so frequently. Correct any sentences in which the phrases in italics are in the wrong order. hard and fast 4. Atthe moment we have no fastane-hard information about the reorganisation of Human Resources. All negotiations typically involve a certain amount of take and give. Many people betieve that wining and dining helps strengthen a team. It was stilla bit go and touch whether they would push ahead with the plan. ‘The pros and cons of a thorough reorganisation have been discussed at length. aurun Byand large, news of the reorganisation of the department was welcomed by the staff.UNITS >> TEAM BUILDING Complete the sentences with the correct phrase from the box. [ trial and error ‘supply and demand rules and regulations stocks and shares peace and quiet porbenns este 4. Ournext People Skills seminar will be held in Martonfa, fr from the... hustle and bustle... of Budapest city centre ‘The participants will enjoy the ofthe countryside after hectic week. 1 are obsolete. new economic theory proposes that the laws of. Some of the best teams are built after a painful process of More and more people Invest their savings in... ‘The fact that he introduced so many. upon his appointment did not make him very popular with staff. Choose the best way to complete the exchanges below. Modal perfect 4. A: The people in Accounts often say they cant work well together. B: Well, we had a one-week seminar on team building last May. Maybe they a) had to attend it. © musthave tended @shoua ove stentes 2. A: itis. pity Ron and Ken were always trying to settle their own personal disagreements. B: lagree. | don’t think the trainer a) may b) should have spent so much time on such private matters. 9) must 3. A: Bythe end of the seminar some people were still too shy to talk. B: {noticed that, too. The trainer 8) must have encouraged b) had to encourage everyone to express themselves ©) might have encouraged 4 As particulary tke the fact that we immediately had a clear sense of direction, B: Yeah. But | thought the overall objective a) could b) must have been clearer. ©) will 5 A: One thing | wasn't too pleased about is how the trainer handled the argument about overtime. 8: Mm, How do you think she a) should have dealt b) had to deat with that? ©) must have dealt OM J9VNONVTYOM JOVNONVT UNITS *> TEAM BUILOING 34 EI complete these sentences in the best way. 1a) Palmas ie he oi eat) 4) b) Paul can't have left the office early “ 2. a) Ron can’t have finished his report ~ b) Ron must have finished his report — 3 a) You can't have deleted that fle b)_ You might have deleted that file~ 4 a) Sue and Ken must have had a row ~ ). Sue and Ken may have had a row ~ 5 a) It must have been a tough seminar— b) Itcan’t have been a tough seminar— ‘Match these sentence halves. 1. IFpossible, do not delay, take action 2) » a y 2 » 2 1) a his briefcase is stil neve, {can't find him anywhere. he's already working on another project. he only started this morning, Ihave searched all the directories. allthe files on this dive are read-only they hardly talk to each other any more, but that’s not very likely, I it? the trainer looked completely rained, the participants were such nice people. a) after you have identified its real 2. oncethesinsotthesesionaie———1) 0550070 you sense a coe clear to everyone, 3 We'll have finished all the tasks It seems plain common sense to try and solve a conflict only 5. Timwill plan the next seminar tomorrow 6 It’s a good idea to find out who each individual members, before you meet them all as a team. d)_ by the time the first team settle their differences. ©) do encourage frank and open discussion, £) while you write the report. EE complete the sentences with the correct items from the box. ‘causal elations time relations purpose past present future 1. We use the five linkers in italics in exercise A to express 2. Note that after those linkers, we use a tense to refer to the Read Jeff Bagley’s e-mail to the Sales Manager, Ron Fox, about a senior member of the sales team. From: off Bagley To: Ron Fox Subject: Confidential - Problems with sales staff Ron, What's all this fuss about Alan Carter? Every second day | hear someone ‘complain about him for one reason or another. What's going on in the sales team? Could you investigate? Find out what's wrong with him, See if you can put him back on track. Kegp me posted. JeffUNITS +> TEAM BUILDING summarise the notes Ron took during his interviews with his staff to complete section 1 of the e-mail below. "Why is he altays late for meetings? Well never get away vith itl” «Just because he has more experience, he thinks ov) and suggestions are worth nothing! -'Tknow my name sounds foreign, but that's no reason to tell leas ime to 'go back to where I come from! Tim so depressed T want to leave! = Tm finding it arrogant! = ‘A nice chap deep inside. Too direct; though. Some of us find hima rude, even! for him Sales @ man’s world and that sums it up! = If I missed half of each meeting like he does, 1d have time ‘ficult fe work with someone who's 50 to make a5 many calls as he dees! = He had the cheek to ask me why L wasn't at home looking after the kids! ~ He does not propose or suggest he dictates! From: Ron Fox To: Jeff Bagley Subject: Complaints about Alan Carter Hi Jet, I had not realised that the problems with Alan had gone that far. ‘At your request, | have looked into the matter. First, | talked to his colleagues within the team, {and then | had a long chat with him. Finally, on the basis of the information gathered, I drew ‘some conclusions, 1 Feedback from the team members ‘The comments made by salos staff revolve around three areas: a) ») 9 2 Feedback from Alan When | talked to Alan, he admitted he was ‘probably not the most tactful person on earth’, sPscaly with female colleagues, but insisted his attitude was mistaken for rudeness. Sai his lack of punctuality, he explained he made more calls every day than anyone else, Fash inereasing sales, not attencing meetings, Was his priority. Jour, Re.complained about what he called the ‘aggressiveness and competitivaness' of the 'NGor Sales staff, and said he found it difficult o make himself heard in meetings Bn Conelusions andl recommendations ropa one hand, some ofthe complaints about Alan seer usted. In particular, he was asco! for bis racist and sexist remarks and jokes. | have no doubt, however, that he is an the department, and extremely committed to our company. eae ter hand, its clear that there are problems within the team as a whole and that they I woul yout 19 work together more etfectvaly. the yi recommend that part of our budget be put aside for the whole sales team to attend 'Nd of team-building seminar admin staff attended last year. [Ron 35 YOM JOVNONVTYOM JOVNONVT ils 36 tr i Raising finance the best word from the box. Complete each sentence Torigage administration assets venture business angel cash flow grants instalments overdraft stake bankruptcy principal 1... Venture... capital is a general term for money that is lent to someone when they start a business. 2. Customers not paying bills on time caused a major problem. 3 Repayment ofthe loan will be in ten at three-month intervals. 4 Surprisingly, BLT Inc. is selling ofits 30%. in Kommerz Bank 5 The manager said it would be a disaster ifthe club were to be wound up rather than stayin as the players would go out of contract. 6 The EU often awards development. to its poorer members. 7 The is the original amount ofa loan, excluding any interest. 8 We often reached our... limit because of cash flow problems. 9 Their company has. of £70 million and liabilities of £40 milion. 10. They were in arrears with their + 50 their home was repossessed. 11. Unless the situation improves dramatically, our company will be forced to file for 12 We offered the oo. ‘10% share in the profits and a seat on the board of directors. El Choose the best word (a, b or c) to complete each space in the article. Sources of finance ‘What do you ned to consider when choosing the soureof new business nance? {key consideration ito strike a balance between 4. and debt to ensure the funding suture suits the business “The main dfeences between borrowed money (bt and equity ae ta, with deb, bankers request senor} payments an capil epeyient, and ths booed money is usally secured on business dst re personal assets ofthe > andor directors. A bak als hs the power to place 1 business ino ‘or bankrupt iti on db interest repayment ors prospects decline, Inoontast, *ivesors take the sk of failure like oer shareholders, whilst they wl benef from participation in increasing levels of ? and on the eventual sale oftheir equity ‘The overall objective in rising finance for @ company is to avoid exposing the business to excessively high borrowings, but without unnecessarily diluting the capital, This will ensure thatthe financial risk of the company is kept at an optimal levelt ; F t a) stake a) interest a) creditors a) registration a) depends a) equity a) assets a) mortgage a) share won anueune UNIT9 +> RAISING FINANCE b) equity 2) capital b) loan 9 cash flow b) shareholders bankers: b) accreditation 9) administration b) deposits 0 defaults b) stake venture b) profits funds b) loan ©) stake b) rate asset [EY indicate where the missing prepositions belong. Dependent 1 The markets are suspicious A @ the system's lack oftransparency a) of prepositions and banks have lost some of their influence A, b corporations. b) over 2 There is fierce competition inthe growing market high-speed 0. for Internet access. 3. Some executives involved the deal argue that the competition d)_in authorities are intimidated by the complexity the issue ®) of 4 Theyall agreed that weak management was largely toblamethe for downfall the company. @ of 5 Asthe company had thrived rising property prices, soitsuffered fh) on when they began to fall 6 Public protests the cost of energy, as well as worries the impact) about business and inflation, are forcing governments to think hard D. about about what their response should be. ® on Ed complete the two texts with the prepositions given in the boxes. NEWS DIGEST Kemta said yesterday it had entered ..iN#2...! exclusive ks wth Lindeom fr he sale of Dello rts acquired Detelfone carlirn January and sid then att would dispose seed the business. \eslyats saya ation of 499 per ent of the business, ‘hich vas seeded 2 Apailifan agree- = “t could not be reached “a trade sale, Suld probably have valued Deltelfone at 7-10bn euros. 18! Fhused to comment # the size of he bi, The tak 'skeover of Deltelfone by Lindcom would certainly *3e potential S rationalisation. for armen Roe aw] One of the largest carmakers is considering permanent reductions ist prices. ‘The proposal follows a spate of discounting by smaller rivals and the introduction of the government order aimed ¥ opening up the new car market Executives are studying how such a price initiative would impact * its fleet customers, who benefit 2 discounts based on recommended retail, prices. Any cut ist prices would almost eer tainly force copycat action by other companies. Carmakers have until December to comply "the government order on car pricing, ‘at from in in on with 37 YOM IOVNONVTf | | YOM JOVNONVT em QO Emphasising Insert the missing preposition in each sentence. 1 Although the traditional approach had its strengths, it became an excuse A for avoiding the structural reforms the country needed. 2 The engineering company KNG first hinted a share buyback last month. 3. Such buybacks are rarely implemented, although many companies have sought permission them, 4 The CEO said the company would concentrate medium-sized acquisitions. 5 KNG' intemational division accounts just 23% of sales. 6 Several governments insisted creating specific safeguard rules allowing them to block Chinese imparts. Match these sentence halves. 1 Rovely do banks agree 2 Not once did he tell them he 3. Never before have so many people 4 Under no circumstances should we On no account should you 6 Ato time in the history oftheir 9 had requested a massive loan. becoming very dependent on lenders. take out a loan if you know you can't afford the cepayments, asked for a loan for cosmetic surgery to arrange loans over the telephone. extend their credit. company did they end up Cross out the two incorrect explanations, A special word order is used inthe six sentences in exercise A in order to a) express time relations —b) add emphasis ¢)_ sound more informal Editing Read this short text about European tax havens. In most of the lines 1-15 there is one extra word w' however, are correct. ica does not fit. Some lines, Ifa line is correct, put a tick (7) on the appropriate tine if there is an extra word inthe line, write that word in the space provided, Banks and othe financial institutions with offshore bassin low-tax territories have 1 nds begun writing to their clients for making them aware of a litle-publiised European 2 AQ Union savings drcetive, expected to come into force in July 3 Under the directive, nancial institutions and in EU member states willbe required to hand overt the relevant tax authority an information about savings income 5 received by EU individuals not resident in the country where the account is held 6 The information will be handed tothe tax authority where the aecount of holders 7 resident even so that it can be compared with what has been declared on theit 8 domestic ax rewrns 9 Payments affected include interest on bonds, savings of certificates, term deposits, 10. current accounts and savings accounts. Other types of income, including company 1 dividends, pensions and ents ate not considered to be the savings income. 12. The Inland Revenue says the directive - which may only applies to individualsand 43... not companies and most trusts — will have any litle impact on those who 14 legitimately declare their savings income received outside the UK. FTUNIT9. >> RAISING FINANCE [complete each space in this fax requesting payment of an overdue invoice questing with the correct form of a verb from the box. met pe arrange assume have make egret remind [arange assume _have_make_reeret_Ccrin’ | Adria Wines 10 Teg Nikole Tesle 81 000 Podgorica Montenegro “siMILE NUMBER: +4381 81 642 254 Messaye for: Ghistain Debacker, Vins & Liqueurs ‘Address: 147 rue d’Assaut - 1040 Brussels - Belgium Fax number: +322 689 98675 From: Zoran Lekic, Adria Wines Date: 30 November Number of pages including this page: TWO Dear Mr Debacker, We.....fegret....! tohave to cssssses? YOU that payment of the following invoice is now 30 days overdue. As we never » occasion to send you a reminder befor * that this i just an oversight on your part Could you please 2 for payment to be. S within a week, Yous sey, ct4, PAGE 1 OF 2 Invoice no. GDB\OO06 ‘Customer no, GDB-75 Date | October tem: No: Units: Price per unit: Total: ‘Vranae Quality Red Wine PG34A 200 4 €800 K,rstae Superior White Wine PG-KSS 100 35 €350 Grand Total: €1,150 oF2 Ei _ Use the fottowing notes to write Mr Debacker’s reply to Mr Lekic. * acknowledge receipt of fax order incomplete (only the white has arrived) waiting for rest of delivery full payment as soon as all goods are received prompt delivery essential as end of the year is approaching, YOM FDVNONVTYOM 3IOVNONVT 40 40% Customer service EY choose the best word (a, b, c or d) to complete each space in the article. CUSTOMER SERVICE The way a company approaches customer service i one ofthe most important factors in determining is future succes o failure . No matter what a company does, itis always in the business of... Pr@Niding..! customer service. Ifyou take a look at companies that are not doing wel or have gone 2, one of their common features is thei inability to deliver reliable and ficient customer service. All suecesful companies, oa te other hand, understand and deliver what ther customers want and suongly believe inthe value of customer service training for management and employees ‘Companies which fail to view customer service training as an fare likely to remain in business only if they manage to keep a large number of first-time ‘consumers. Moreover, they will probably end up losing market 3 and experiencing a ‘oof in profits unless they keep introducing new products and spending massively 2 advertising, ‘Successful companies, however, are the ones which have grasped that in today’s extremely competitive marketplace, being good is just not good enough anymore. Customers have become much more * and expect nothing less than ? in customer service, (One of the keys to success is for a company to develop effici communication between management and employees. This i positive effect on the customer. As a matter of fact, a company which is good to work foris usually one which is good ta... business with. 1 b) giving 2 selling &) caring 2 b) over under d) across 3 a) shopfloor 6) foreground @)_ frontline 4) workshop 4 a) eaming b) expenditure «interest. @) investment 5a) share b) demand 0 niche 4) place 6 a) tise b) drop 9 level ) plateau 7 a) in ») for 2 over 4) on 8 a) awkward b) requested —«)._complex @) demanding 9 a) excellence) goodness) quality 4) expertise 10 a) deat ») do make 4) work EE Replace the parts in italics with the correct form of an idiomatic expression from the box. toslipsemebody'smind (lo be) the last straw to get to the bottom of the problem to get straight to the point to pass the buck to tip somebody off togothe extramile to talk at cross purposes 1 {intended to tell the manager a lot of customers had complained, but she was in a hurry and completely forgot. itslipped my mind 2 Ifyou are dissatisfied with their service, don't hesitate, talk about it divectly and tell them what sort of compensation you expect.a Gerunds UNIT 10 *» CUSTOMER SERVICE 3. When we are sure we are to blame for a problem, our policy is never to avoid responsibilty. 4 Avoid the Regency Hotel. They have a reputation for charging far too much, 5. itis not enough just to compensate customers when their complaints are justified. \We have to find the real cause of the problem to make sure it doesn’t happen again, 6 Not only did they refuse to admit that the video | had bought wasn’t working propertly, but they also refused to give me a replacement. That was the last in a series of unpleasant events! 7 Iwanted a refund and they kept offering me a replacement. We were obviously misunderstonding each ather.. 8 Pilots have reacted in the right way by once again making a special extra effort to solve problems and extend their working duties to maximum legal limits in order to minimise the suffering of customers. Complete the sentences with a gerund from the box. working taking letting being ignoring Hstening 1 Atter...isfening... tothe customers complaint, we try to suggest a number of solutions She had mentioned as a customer care supervisor before. They brazenly admitted all complaints. We make a point of nat the customer off the line until the query is fully resolved. 5 We know that patient and polite always makes a good impression. 6 Increasing production may mean on extra staff at the weekend. Complete each sentence so that it means the same as the sentence just before it. Use a gerund each time. 1 You won't go very farif you don't deal with your customers’ complaints. 7 ithout dealing with your customers’ complaints You won't go very far without g.with ys s plaints, 2. We spend a lot of money on training, and that’s perfectly alright, We don't mind 3. One thing they complained about all the time was our prices. They never ceased 4 They said they didn't overcharge us. They denied 5. | dont think its good idea to promise too much to the customer. I think we should avoid 6 I'msorry I didn't take the customer feedback seriously enough. Uregret In which of the six sentences above could an infinitive be used instead of a gerund? a YOM JOVNONVTYOM JOVNONVT UNIT 10. »» CUSTOMER SERVICE 42 TG Circle the correct form(s) of the verb in the text. NEWS DIGEST ADolietfone, sa are encouraged pur (Copy puting themselves inthe customer's shoes and find a solution instead of opt / £0 opr / opting? for an easy Way out. ‘As acaiphone service provider, Delton endeavours provide 0 provide providing® itscusiomers withthe highest level of seve ‘Miguel Femandez, customer services director of the company, says the frst priority is ensure 10 ensure / ensuring" that customers receive their bills on time and that the accounts are accurate. Mast people prefer structure | to structure fstructuring*theit ‘monthly bill paymeats, and iT bills are late it can inconvenience them, Fernandez says Bill To bill Billing® on time requires have (to have / having? the appropriate technology in place, Deltelfone interacts with its customers through its franchised dealer I centre netvork and tarough its own ees LY Read this short text about demanding customers, Editing In most ofthe lines 1-14 there is one extra word which does not fit. Some lines, Letters of complaint however, are correct Ifa line is correct, put a tick (¥ ) in the space provided, lf there is an extra word in the line, write that word inthe space. Demanding customers are certainly wot new, What is new Tecan be argued that, 10 lange extent, iis the explosion in 1 numaber of people using the Intemer which has been a ptimanly 2 responsible for increased customer frustration. Itseems thatifthe 3 speed of the Internet, and che number of cell phones, websites, and 4 0 on an creased! customer expectations, And when their 5 expectations are not met, customers become quite demanding, 6 What do customers will expect? Customers expect e-mails co be 7 answered in a matter of hours, not for days. Very often, they 8 expect 10 be able to find the answers to their questions on a 8 company websites, Moreover, they must also expect 10 be able ro 10 talk to alive customer service rep or when they want to, and nn generally would like theiy problems to be resolved as quickly. 2 (One thing ic is certain: companies that want to survive in the future 13 will have to address these issues quick! 14 EX unscrambte the sentences and re-order them to make two different letters ‘of complaint. Write the sentence numbers in the table. 1 AS a matter of fact, the above invoice was settled on 10 October, ie., exactly five days after our order had been received. 2. Asa result, | will have to consider changing my supplier untess you can guarantee that such errors will nat happen again inthe future 3. As usual, we paid by bank transfer 4 Every time, those errors have had an adverse effect on our production schedules. 5 Further to our telephone call this morning, | am writing to complain about a number af items which are either missing of faulty in the above order,UNIT10 »> CUSTOMER SERVICE 6 am sorry to have to remind you that this isthe third time we have had occasion to complain of such mistakes. 7 Please find enclosed a detailed lst of both missing and faulty items, 8 We enclose a copy of a statement from our bank confirming that payment was Indeed made. 9 {hope you will take the necessary action to resolve this matter speedily 10 We wauld advise you to check your records carefully 1 ith reference to your reminder of x December it seems tous that an error has ‘been made, TYPE OF LETTER Complaint about [5 7 ] delivery: Reply toa [a reminder to pay: | Complete this reply to the complaint about delivery in exercise B. BEEBOP FOOTWEAR - Wholesale & Retail "The Golden Boot Koningsstraut 53 23 Birchington Road 1020 Brussels Chelmsford Essex CM4 SFG 23 May Dear Mr Hopkins, ‘We were very somry to receive your leter complaining... @22U7....!-a damaged and incomplete consignment, order ef, 20G/FF/103, Our sta have been » great pressure recently to deal with an unusually farge number of orders, and unfortunately mistakes have occurred. We have already arranged... all replacements and missing items to be shipped to you. ‘You will also be pleased to hear that, under discount instead of the 4% formerly agreed. ircurmstances, we have decided to offer you a 6% Please accept our apologies cosas the inconvenience caused, and rest assured that we will do ‘our utmost to ensure that sueh mistakes do not occur again the future, We look forward... .ssnenined doing business ? you again Yours sincerely, Frans Viersteaete, Sales Director Write a reply to the second letter in exercise B. Use a similar structure as in the letter above: apologise for the mistake, explain how it happened, explain what you have done or intend to do to put the mistake right, apologise again and end on a positive note. 43 YOM AOVNONTYOM IOVNONVT 5% Crisis management “4 EV. se the clues to complete the crossword puzzle. Across 1s first” is our motto. We've always believed that prevention is better than cure. (6) 2 "Take Those steps are stippery’ (4) 3 We need to work out an plan to ensure the crisis does not happen again. (6) 4 When you deal with a crisis, you need to. responsibility where necessary and appropriate. (4) Minimising the negative effects ofa crisis is known as... limitation. (6) 7 Following the disaster, he company suffered a of confidence ints products. (4) 9 We immediately issued a press to inform the public. (7) 10 During the crisis, we kept our customers up to date with a regular of Information. (4) Down How quickly a company reacts to a crisis is known as its of response. (5) A plan is a backup strategy. (11) Also of liability is an acceptance of responsibility in a crisis. () ‘As soon as the crisis arose, the manager spoke to the media at a conference. (5) 8 Therisk of being taken to court isthe threat of. action. (5) 10Condit UNIT 11 +> CRISIS MANAGEMENT EX comptete the noun phrases with a word from box A if the first part is missing, and with a word from box B if the second part is missing. A B decision interest action leader thet percentage crisis managers fear range expertise ce stress, 1. Airport and attine Safety Managers are usually aware ofthe advantages of having well prepared emergency...E224Ures.." to minimise both the social and financial..ef£2€S..? of an accident should one ever occur 2 One wrong decision, even a small one, ofa business 2 could be the * itis therefore not surprising that the ® of making mistakes is one ofthe most important “ factors for executives. cause of a serious business 3. itisinthe. ’ of every company to deal with stress as effectively as possible. In companies where stress is ignared, there tends to be a relatively high * of employees being ‘off sick’. 4 Inacrisis management team, each member must be a ? makerin their oreo of. ”. They must also be able to cope with conflicting information, make meaningful recommendations, and develop appropriate courses of. 7 5 According to arecent survey, the majority of. are not suitably prepared to respond to a wide * of problems. Rewrite the following as conditional sentences. 1. Ourfre alarms are serviced regularly, so we don't have problems with the Safety Department. Ifour fire alarms....Weren’t serviced regularly, we would have problems with the Safety Department. 2. They recalled the faulty cars immediately, so no serious accidents happened W they 3 They never listened to their customers’ comments and suggestions, so they weren't able to improve thelr services. ifthey 4 We have an excellent safety record because we have got rid of all our older machines itwe . . 5 We invested so much in safety equipment that the number of shopfloor injuries dropped by halt. tfove 6 They didn't have a contingency plan, so they were unable to act iF they 45 YOM IOVNONVTi | ara» ens manacenenr YOM JOVNONVT Linking ideas Complete these sentences with the most appropriate word or phrase from the box. owevermuch no matter otherwise unless whatever whetheror net 1 ..Whether.er.n2l... you personally belleve a constant flow of information is, important, that’s what both your customers and shareholders expect. 2 how hard we try, | fear the public won't regain confidence in our products, 3. We need to work out an action plan, well bein trouble if crisis arises 4 They will get in trouble with the Safety Department they service their fire alarms. the future holds, let's continue to invest in safety training. Of course we are in favour of safety training. But you should know that, you invest in safety training, accidents will happen. Complete the text with the appropriate linkers from the box. secondly nevertheless asaresult finally even firstly even thirdly yet Much has been writen about safety at work... Nevertheless... ic still often remains an area of employment where the atiude taken i hat accidents happen to others" 2 thor are many good reasons to suggest that ich more attention should be pid to health and safety issues 2 far oo many employees are killed or njured each year asa direct result oftheir work + managers ean be prosecuted, fined, oF sulted found that they do not provide adequate safety standards. . $,any employee who suffers injury orl health caused by or at work can make claims against the employer for negligence. ‘additional costs may be incured because of sick pay, lost production, cc §, companies with poor safety records soon have their reputai damaged with customers, shareholders, and... 2 the local community: iis Read the text below about handling a crisis. In each line 4 ~ 11 there is one wrong word. For each line, undertine the wrong word in the text and write the correct word in the space provided, ‘The best thing you can do when you have a criss on your hands is to remain as responsive as possible and cooperate fully with the authorities, Ifyou are not complete sure what you are talking about, resisting the temptation to give out information just for the sake of seeming cooperatively: Make sure you have facts to deliver, and not just a vacuum to fel. Always remember to focus on the people affect by the exss, If there are victims, theirs families will need vo be informed, comforted and looked after, Montey might needed to be made -vallable to solve urgent ise H you do not deal adequately over the provision of information or the people afected by the crisis, your company reputation might have seriously or even fatally damaged. completely @VousunnUNIT 11. »> CRISIS MANAGEMENT Put the sentences in the body of the letter in the correct order. Paul Gower's Advertising Agency 23 Alexandra Road Bouinemouth BH 7NB 20 September ATMOS Air-Conditioning Equipment 12 Yarmouth Gardens Stevenage SG2 5K Dear Sirs, [7 Aithouah tne surveyors have not produced th thal eport yo, they seemed postve thatthe fire was caused by a faulty component rather than by careless installation. [pour interest as wel asin yours, we recommend that you have al door units in that sres thoroughly inspected, starting with ours. 1 The fre sproad quicky, causing extensive damage to one of our ofces. [We ate wring in conection win the Dekax oo! & Heat-4000 a-condtionng purchased! an § September and which was installed by one of your engineers two days later. [E] We took forward to hearing fom you 1] We would also be grateful i you could supply a replacement unit as soon a possible (11 Yestors evening, one of the indoor units caught fre, ‘Yours faithfully, “Fred Pigeon Fred Edgerton [El se the following notes to write the reply from ATMOS to the advertising agency. express sympathy ‘© many Delux Cool & Heat-4000 sold and installed over the past three years / never a single complaint ‘+ suggest operating instructions were not followed + promise to deliver a replacement and send an engineer + end ona positive note 47 YOM JOVNONVTYOM IOVNONVT HY complete the newspaper extracts with the verbs from the box. taken sold setup rejected launched approved 1. Astellas, the Japanese pharmaceut ‘hostile bid for OSI Pharmaceuticals of the US, offering $3.5bn in a deal company, on Monday designed to expand its US presence and activities in oncology. 2 Banks such as HSBC and Ta Chong Bank, which private equity firm Carlyle has a stake in, are both planning to expand their branch networks in Taiwan, 3. In February, Shell sve $12n joint venture with Cosan of Brazil to produce and distribute ethanol and sugar. 4 In September 2009, the China Securities Regulatory Commission the merger ofthe three groups, a move that created the ‘country's second-largest steelmaker. 5 Macarthur Coal, the Australian group, last week US Peabody Energy's initial AS3.3bn bid as inadequate, saying it would go ahead with number of deals it struck last December with another group. 6 The owners of Gatwick have another stake in the airport, this time to the Abu Dhabi Investment Authority, one of the world’s leading sovereign wealth funds, [B_ complete each space in the article with the best word (a, b, c or d). STRATEGIC ALLIANCES AAs companies try to extend thei each, share risks or reduce costs, many of them decide to form strategic aliances. Considering that such alliances often fil, one may wonder thr hiss dein part o& poo understanding ofthe management” SKITS! required to make them work ‘According toa recent report, alliance managers have tobe impartial. They must not be ferely 2 to one company oF > They must beable ‘0 tolerate diferent ways of doing things, and they also need tobe wing to take + and lettings happen ‘The epor points oat that the challenges > by llianccs are different from mergers because they are temporary, involve S ownership and have fewer formal structures and litle hierarchy. Furthermore, many alliances are between pastor present competitors soi is crucial to build ?. Accessibility, face-to-face contact and personal example are needed, and there is no place for. * agendas, Its also vital to know how to develop a. of employees, both specialists and managers, who are capable of working in various complex yet temporary alignments. This, acconding to the report, will become a key source of competitiveUNIT 12>» MERGERS AND ACQUISITIONS 4 a) expert » science 4) capability 3 a) committed 6) determined ©) indebted) destined 3 a) mak ¥) name © make @) brand 4a) sks b) stakes ©) shares 4 levels 5 a) resulted b) posed ©) made d) caused 6 a) divided b) joined shared @) split 7 a) profit b) energy =). trust venture 8 a) concealed b) invisible ©) disguised d) hidden 9 a) cake 1) bateh ©) frame @) party 30 &) gain 8) force ©) advantage — d)_value Put the following predictions on a cline, from the least to the most certain to happen. 1 G8G Holdings definitely won't set up a joint venture with SVC Bank. If the situation further deteriorates, there might be a market crash, pegasus Airways isn’t likely to sell its stake in Basead. ‘Their recent acquisition is bound to lit share prices. | think the new CEO will probably clash with the directors over business strategy. ween 100% sure 1 100% sure won't happen | << | will happen ‘Complete the second sentence in each pair so that it means about the same as the first sentence. Use between three and five words, including the word given. 4. There's a good chance that Karsten will benefit rom the merger with SOC. probably Karsten... from the merger with SOC. 2. The merger will not take place. chance There's ovsnetaking place. 3. Their quarterly results will worry shareholders. bound Thelr quarterly results shareholders. 4m sure the number of acquisitions won't increase significantly. definitely The number of acquisitions. _-significantly. 5. Soribel will most probably become the dominant partner in the merger. certain Soribel... the dominant partner in the merger. 6 | don't think Komerziaina Banka will make a bid. doubt Komerzialna Banka will make a bid. 7 Barclays said it most probably wouldn't bd for an investment bank. unlikely Barclays said it was highly... for an investment bank. 49 YOM FDVNONVTUNIT 12 +» MERGERS AND ACQUISITIONS LE Read this short text about mergers. Editing In most ofthe lines 1-14 there is one extra word which does not fit. Some lines, however, are correct. i ‘fa line fs correet, put a tick (¥’) on the appropriate line. If there isan extra word in the line, write that word in the space provided. Why do so many mergers fai?” Many consultants refer to how title time ‘whether their companies spend before a merger in thinking abou organisations are compatible. The benelits of mergers are usually couched down in financial terms: cost-savings can be made or de two sides have Mergers are about compatibility, which it means agreeing whose values ‘ill prevail and who will be the dominant pariner So it is no an accident OM JOVNONVT thac managers as well as journalists reach for @ marriage metaphors in describing them. Merging their companies are said to ‘te the knot’ ‘When mergers are called off, the two companies fail to ‘make it up the 10 aisle’ or their relationship remains very ‘unconsuramated’. Yet the uw 1 2 3 4 complementary businesses that will allow them to increase up revenues, 5 6 7 8 9 metaphor fils to convey over the scale of risk companies run when they 2 launch acquisitions or mergers. Even in countries with the high divorce B rates, marriages have a better suecess and rate chan mergers rs EE this announcement provides useful information for the writing task in exercise C. As you read it, complete it with the following prepositions. ata) fom&2)_in ALFITEL The Third International Conference tobe organised by ALFITEL Italy willtake place...fr9m... 1 October to 3 October att ALFITEL Central Office Via dei Colombi, $7 09135 Cagliari The conference is titled The Future of Mergers & Acquisitions, The keynote speaker will be Odoardo Rizzotti, associate professor of management studies » the Cagliari Business School and dean of the MBA programme. Speakers, s other EU countries would be particularly welcome. All presentations will be » English. IF you would like to give a presentation, please contact Paola Carboni, conference organiser, the above address or at: Paola.Catboni@tin.it or phone / fax ++39 70 478 109, .UNIT32. +» MERGERS AND ACQUISITIONS Marcel Lacour, a leading Belgian management consultant who took part in previous ALFITEL conferences, has phoned the conference organiser and discussed his presentation proposal. Here is the e-mail the organiser wrote to confirm the details. As you read it, complete it with the following future forms. a) are going toallocate b) are going to put ©) willbe ) will focus €) will probably draw From: To: ‘Subject: Dear Mr Lacour, | would like to confirm what we discussed earlier this moming, Following your successful presentations at previous ALFITEL conferences, we have pleasure in inviting you to our third conference here in Cagliari in October. ‘The central theme ! "The Future of Mergers & Acquisitions’ and YOUr talk ..-..-1.+-n1ne? e8Sentially on the benefits of developing an in-house acquisition methodology. As you... ‘a sizeable audience as in previous years, we have made some special arrangements. We srsssssnsssese4 YOU in Our main conference hall, which can seat at least 40 participants, and We .......-.ns+1. YOU a 45-minute slot (inclusive of 15 minutes’ questions and answers). We would be very grateful if you could confirm your acceptance in writing, and we of course remain at your disposal to discuss further details. Yours sincerely, Paola Carboni 51 YOM JOVNONVT‘SSINISNE WIL Mile Sarin cane Talk business ‘The alm ofthis Talk business section is to make you more aware of some of the main features of English pronunciation. This will help you understand spoken English more easily. Hopefully, it will also help you discover areas you may need to work on for your spoken English to sound more natural. 40 1 Look, listen and repeat. Vowel sounds I quick fix Ji clean sheet Jel seltwell ‘re! bad bank Jesh smart card Jo! top job Joi) short course ful good books ‘ux! school rules Ix! much luck (axl first term. Jol albout Canada Consonants Jay my price ov! choice oft au! downtown ‘ou go stow ‘ral near here ‘eal fal share 1. Contrasting voiceless and voiced consonants Volcetess ‘ol pay ffl file W tax /6/ think A cheap Asif sell ki card /S/. option 2 Other consonants Jan mine Jal net IV loss ini rise Tips Voiced Mo) buy Ivi value dl deal fi) this Hob fui rer0 gl gain 5l. decision /n/ branding Jw! win hl hi i! year + Identify the sounds that you have difficulty recognising or producing and focus mainly on these. + Add your own key words in the tables above for the sounds you wish to focus on. + Using the pause button on your CD player will give you time to speak or write when you do the exercises.‘TALK BUSINESS Any g00d dictionary today gives you useful information on the pronunciation of individual words. With the help ofthe Longman Business English Dictionary, for example, you willbe able to work out the pronunciation of any English word on your own once you are familar with the phonetic symbols above. In addition, the dictionary also gives you essential information about word stress. When ‘a ord has more than one syllable, we always put more stress on one ofthe sylables, <., we speak that syllable more strongly. Look at the dictionary entry for compet compete /kompt/ vito try to win something orto be more successful than someone else: ‘+The sign ' shows you that the syllable immediately after it should be stressed: com'PETE. You will ind various exercises on ward stress in Units 5, 6 and 12, ‘© The sign: shows you that the vowel is long. The contrast between long and short vowels is very important for mutual understanding. In Unit 1, for example, you will find an exercise on // and Ji. In English, a) the same sound can be spelt in different ways, or ) the same letters can be pronounced in aifferent ways. ) Consider for example /au/, the sound of go siow. Itcan be spelt 0 asin open, 02 as in oan, oe as in tae, ough asin although, ow as in know, or eou as in Seoul. b) Take the leteru for instance. It can be pronounced /! as in cu, J as in ull, 3: as in turn, £9) as in sue, jus! as in tune, oF! asin busy. Put the following words under the correct sound in the table below (the letters in bold show the sound). break conscious heart Knowledge proceed thelr buyer Europe height = laugh sald train chair friendship insurance milion __seentfic__want, ann ca 1 job 1 sel 1 card 2 2 2 3 Tel jt pay: 2 3 Us fil 1 option 1 year 2 2 3 3 Sound-speliing relationships are explored in units 2, 3, 4,5, 7,9 and 12. Shadowing is a very effective way to make the most ofthe recorded material. 1 Playa short section, ie, a few wards or one line of a dialogue, then pause. 2 Without speaking, repeat internally what you heard. 3. Play the same section again, Pause and speak the words in exactly the same way and at the same speed. Repeat this step until you are completely satisfied with your performance. 4 Play the same section again and speak along with the voice on the recording. This is shadowing. 5 Move on to the next short section of the recording and repeat the same procedure 53 SSINISN HIVLy 40M GNNOS “"1 Communication EE uN ‘ia 4 CONNECTED ata 402 Listen to the difference between /1/ and /i:/. At iv quick fix clean sheet big hit weak team ‘03 Put the words you hear in the correct column. fh fist 403 Now listen again and practise saying the words. 40 4 How many words can you hear in each of these sentences? Contractions (such as he'll, isn’t, etc.) count as two words. 1 3 2 4 Tip To practise saying a sentence faster, start from the end, lke this: = overtunch © discuss it over lunch, + Well discuss it over lunch, 40.4 Practise saying each sentence like this, using the audio script. Then listen to the recording again. 405 Listen to how the voice goes up or down at the end of a question. ror was Complete the rules. a) Ayes/no question is usually asked with the voice going. at the enc b) A question starting with a question word is usually asked withthe voice going atthe end. 405 Listen again and practise saying the questions.‘TALK BUSINESS [BI Where dothe following phrases fit in the telephone conversation below? 4. Can just read that back to you 5 How can help you 2 Could you askher to call me back ater today 6 lke to speak to 3. Iimafraid she isn'tin her office 7 Just one moment, please 4 Sorry, i's not a very good line 8 Notatall Secretary: Good morning. Roma Kitchens.....2...2 aller: Hello. so Paula Vecchi, please. Secretary: Who shalt | says calling? Caller: Hornby, Ron Hornby of Furniture World. - Could you say that again, please? Caller: Sure, Ron Hornby, of Furniture World. Secretary... sus Mit Hornby, just find out if she's back yet - Is there anything | can do for you? Caller: Well, it’s rather urgent. The reason I'm calling is to fix a meeting at the Trade Fair next week. VIL be in the office till 5.30. Secretary: And I'll take your phone number just in case... Sure, That’s 020.8543 3553. 7.020 8543 3553. That's correct. Thank you for your help. Mr Hornby Ul make sure she gets the message as soon as she’s back. Goodbye. Caller: Goodbye 406 Listen and check your answers. Write the message the secretary addressed to her boss. ROMA. KITCHENS called. Company... Day:... Tes... Time: .. AOA, ‘S/HE: wil cal back wants you to phone back on:.. Teft this message: nese Standard Urgent Match the sentences on the left with a suitable reply on the right. a) Yeah. Il hang up and call you back, b) Right. PU try and speak up abi The line's very faint. 9) No problem. rl hold. Sorry, | didn’t understand that. 4) Why's that? Stil engaged? ‘'m afrald his tine’s engaged. @) Well, go over it again, then. I can't get through. It seems we've got a crossed line, 55 HSITSNA SSANISNE TVAIAUNS| “2 International marketing 4077 Listen how the letter eames product_monetary clothing exporter domes is pronounced in the following words. improving [_ Put the words from the box in the correct column, according to the pronunciation of the letter(s) in bold. brainstorm developing government income move offer overseas political profit report too wholesaler fol Jal ful foil bal m7 product | monetary | clothing | exporter | domestic | improving 408 Listen and check your answers. Then listen again and practise saying | the words. 3 i 2 409 Listen to the recording and complete the noun phrases. aad Ss 1 This year's been marked by expanding, operations. = 2 Weve ato cope whan eemely exchange rat 2 3 Alllcan say/s that i's been an successful trade fale. 4 Do you know who's the head oftheir new public department? 5 Wee going to launch a highly ‘market research programme. OUEST «B40 10 Listen to the stress in these noun compounds and phrases. much +a growing market + afree sample + atrade fair * afocus group Ifthe noun compound or phrase consists of Adjective + Noun, we often stress both the adjective and the noun. {fit consists of Noun + Noun, we often stress only the first noun [E__undertine the stressed syllable(s) in the following compounds and phrases. 1. an expanding market 4 asingle market 2. asales network 5. abalance sheet 3. a special offer 6 the exchange rate 4) 11 Listen and check your answers. Then listen again and practise the ‘compounds and phrases. 56‘TALK BUSINESS [LI Read the interview about brainstorming with Pat Whitney, Marketing Consultant. As you read, match Pat's replies to the interviewer's questions. interviewer: So, Pat, what exactly is bai torming, then? G... crazy ideas? Interviewer: Mm, That sounds interesting. Does that mean there are no ‘guidelines to go by? Pat: Interviewer: Such as? Pat: Interviewer: But surely the ideas need to be evaluated? Pat: Interviewer: Just one more question, then. {s there any interaction at all between the group members? Do they prepare in advance? So it's okay to come up with ‘suppose there's someone to lead the session, though. Interviewer: A kind of cross-fertlisation’ | suppose. Well, thanks very ‘much for your time, Pat. 1 Absolutely! in fact, the wilder they are, the better. Not quite. in fact, there are rules to follow if the brainstorming is to be successful. Of course, but that’s done in a follow-up meeting. Preparation often isn't necessary. The thing at the brainstorming stage it's not the ‘quality ofthe ideas that matters, but the quantity. ‘Well, for instance, only one person at a time is allowed to speak, and everyone has an ‘equal chance to speak. Well, i's very simple. A smallish group of people, sometimes from a variety cof backgrounds, get together and spontaneously express their thoughts about ‘ways of solving a specific problem. Yeah. There's a group leader to state the problem clearly at the beginning, and restate it ater ifnecessary, but other than that ‘everyone has equal status in the group. ‘Yes, there is. Quite alot, infact. Participants are constantly encouraged to suggest ‘combinations or modifications of ideas put forward by other members. [El 4012 Listen and check your answers. Then listen again, and spot five differences between the recording and the script in exercise A. doing in each one. 4) 13 Listen to 10 extracts from meetings and decide what the woman is © Write one letter (a-e) next to the number of the extract. # Use each letter twice. Extract 1. Extract 2... Extract 3 Extract 4. Extract 5 extract 6 Bavact 7 Extract 8. Extract 9 Extract 10 a) Stating objectives b) Making a suggestion ©) Expressing enthusiasm 4), Encouraging contributions ©) Agreeing 57 HSITDN SSANISN TWAIAUNSYOM GNNOS 58 UNIT Tony Orne Wes wae 3 Building relationships HY 42 14 Listen and write down the four words that you hear. Then check your spelling. 1 2 4 Have you noticed? All four words have /1/, the sound of quick fix, but each time with a different spelling, ‘43 15 Now listen and write down six more words which have the /1/ sound. 1 4 2 - 5 3 6 +40 15 Listen and check your spelling. Then listen again and practise saying the words, 40 16 Listen to how the words in italics are pronounced in these conversation excerpts. How do you do? Where do you come from? Did you have a good trip? What do you do in your spare time? Would you like me to call a taxi? In informal speech, do you is often pronounced /dja/ or /d530/. Did/Could) Would you are often pronounced /eidja/,/kudja/ , /wudjo/ or /did3a/ , /kudga/ , /wod3e. You may choose not to use such weak forms and contractions yourself, but being aware of them will help you understand native speakers better. 40.16 Listen age and practise asking the questions. 4017 Listen and complete these questions. . Did......you somewhere to stay? : 0 you.. your hotel? : you recommend a good restaurant? + Where vou spend your holidays? . You like to join us for dinner tomorrow? . you have his phone number, by any chance? + What you talk about? : would you like to come? 49.47 Check your answers. Then listen again and practise asking the questions.wala (ONE ‘TALK BUSINESS +4) 18 Listen to this conversation between two people who meet for the first time and think about what makes it successful or unsuccessful. +4019 Listen and complete this conversation between two other people who meet for the first time. A: Sarah, | hear you'te from Australia? B: *, yeah. |ive in Bendigo, northwest of Melbourne. A: Melbourne! You must find our weather pretty dismal, then, 8 °. Actually | didn't expect so much sunshine here. Have you ever been to Australia? A: No, no, » someday. You see, 'm into alternative sources of energy, and f've heard a lot about Australian research into agricultural technology. That's a rapidly growing area, fas A: Yes. Itcertainly is you in the agrotech business as well? 8: No, not at al. 'm an accountant, but | was made redundant last year. So now my brother and | are working on a project together A: Mm, that: “What sort of project is that? Br Well, he works as a consultant in the tourist industry, and we both love Australia ‘And one day we identified a gap in the market Complete this more successful version of the conversation in exercise A with the sentences from the box. fa) Asmall world, some say. Were you there on a course? b) Accountancy. Sounds boring, doesn’t it? ©) Edmonton, That's in Alberta, in western Canada, d) Extremely. And we're all very committed to the company. ©) I'm from Canada, actually. 1) Solve heard. And how did you like Canada? 1g) The works alright and the atmosphere is absolutely brillant. We're a smallish company ~ there'te only 30 of us. ‘A: So, Stanley, what about you? Where do you come from? Really? Whereabouts in Canada? What a coincidence! | spent three months at the University of Calgary a couple of years ago . That's right, yes. They do an excellent intensive management training course. eRe [really had a great time in sunny Alberta! How about you, by the way? What line are you in? You certainly don't look bored! What's it ike? Nice people? PReEre [EX 4020 Listen and check your answers. Then listen again and take Speaker B’s part. 59 HSI19N3 SS3NISNE TWAIAUNS:YOM aNNOS 60 UNIT SOUNDS a aa CoS py 4 Success The -ed ending has three pronunciations: /d/, /«/, /1d/. In each line, cross out the word whose ending has a different pronunciation from the other three. 1 interested motivated recognised divided 2 appeared believed introduced changed 3 wanted worked finished assessed 4 renamed underestimated devalued underperformed 40 21 Check your answers in the key. Then listen and practise saying the words. 49 22 Listen to how these verb forms are pronounced. 1. syllable booked launched passed 2 syllables travelled produced posted 3. syllables decided outperformed ——_undercharged How many syllables do the following verb forms have? 1 discussed 2. 5 misjudged 2. watched 6 co-authored 3 researched 7 staffed 4 respected 8 mismanaged +4) 23 Check your answers in the key. Then listen and practise saying the words. ‘40 24 Listen to how Speaker B corrects information in the following excerpts from negotiations. ‘A: OK. That's agreed, then. You'l get everything to us by the end of May. B: Sorry, no. We said we could deliver by the end of june. AA: Right, So the price we agreed is for your deluxe model. B: No, that’s not quite right. £999 is for our standard model, actually. The underlined words give the correct information. Speaker B therefore Puts extra stress on them. In the following exchanges, underline the word which Speaker B will put extra stress on. 1A: So you're willing to give us a 12% discount ifwe buy aver 14 vehicles. B: That's not quite right, 'm afraid. We were talking about 40 vehicles, A: Right. If we ask you to change the specifications, you'll reduce the discount by 2% B: No, 'm afraid in that case weld have to reduce it by 4%, ‘A: That's agreed, then. If we pay an extra £300, you'll give us a five-year warranty. Sorty, no, That'd be an extra £500, in fact. 4 A: So fwe pay an extra £300, you'll give us a five-year warranty. B: Vm afraid we only give a two-year warranty for that amount, 5. A: Are you saying that if we increase our order to 500, you'll lower your price to £55 per item? B: Well, no. For orders of that size we could only dectease it to 75. 4) 25 Listen and check your answers,‘TALK BUSINESS [took atthese exchanges. What is wrong with Speaker B's replies? 4 A: Doyouneedahand? Excuse me, fs Accounts on this oor? re you been here before? Haveyounes B: Yes. Would you ke me to typeit for you? It’s a bit chilly n here, isn't it? aun RRR EP Could | browse through these files just fora minute? 4326 Listen and complete the sentences. a) oh... pha NKS...very much. That's Very ose of you. b) That's, your left yes. Straight... cathis corridos, last door on Yes, of. sss Please go. ) Yes, itis, @) Id really It, HOW sssseeseesese6losing that window? that. Thank you very much. f) Yes, Ihave, This is my thied visit. Match each response from exercise B with the correct question from exercise A. a-1 b= Of = O= N= Reply to the following question: example. a positive and friendly way, like in the 4. A: Would you lke me to double-check those figures? 3: ..Qhuthanks.alot. That's very.kind.of you. 2. A: Cou use the photocopier? 3. A: [s Arabic your fist language, then? 8: nccmnerta sia isa bitstffy in here, dont you fn? A Be A: Would you like us to order a taxi for you? B 4) 27 Listen to some possible ways of answering the questions in exercise D. Then listen again and practise Speaker B’s answers. Look at these comments made during negotiations. What is wrong with them? More credit? No way! Give us a discount, Delivery in one week? Pay on delivery, then. Lower our prices more? Sounds like a bad joke. 8% discount? OK, but then order over 100. Alright? We want you to alter the specifications. aunwne 4) 28 Briefly think of more diplomatic ways of making these comments, Then listen and practise the sample answers. 61 HSIT9Na SS3NISNS TWAIAUNS:UNIT 5 LEY 40 29 Listen and complete these passive sentences. Job satisfaction 1 She S.been....... praised for her creativity 2 They. asked to work overtime. 3 They trained to work under pressure, 4 Some of them forced to choose between work and home. 5 Adecent balance between work and personal life rated very highly. “40 29 Listen again and practise saying the sentences. Use the contractions in sentences 1-3, and the weak forms /wa/ and /woz/ in sentences 4 and 5 respectively. [E_Putthe words in the box in the correct column according to their stress pattern, appraisal award balance benefits, career colleague promotion salary 000 000 fulfilment. YOM GNNOS 4 30 Listen and check your answers. Then the words. jen again and practise saying Tip Words of two or more sylables can have efferent tress patterns. In bonus, for example, the fist syllable stressed (ce, relatively long and strong), and the second syllable is unstressed (.e, relatively short and weak); n success, itis the other way around. In the dictionary, stess is marked with the symbol '/ just before the stressed syllable 40 31 Listen and complete the words. commis ~ssessm_nt Hlow_nce redundncy p__form.nce ©) estimate ©) control ©) tremendous ©) increased ©) assessae Recta Prats eee | ‘TALK BUSINESS HY 4) 38 tisten to five different conversations, and decide what the main topic of each one is. ‘+ Write one letter, a)-), next to the numberof the conversation, * Donot use any letter more than once. Conversation 2 son @) computer monitors Conversation 2 b) eating out Conversation 3 ©) employees’ e-mails Conversation 4 4) how smokers ate treated Conversation 5 ©) looking after sick relatives 1) the cold weather ) the social aspects of work 1) using the phone at work for personal calls 1D) vegetarian food You heard the following expressions of agreement or disagreement: 2) Absolutely. ©) Sowould b) Do you think so? 1) That’ right ©) Lcouldn’t agree more 8) Well, actualy, m not sure | agree with that 4) Ican't go along with that. fh) Youmustbe joking! Put them on a scale starting with strong agreement and ending with strong disagreement like this: ¢ h 4039 Complete the prompts below. Then listen and check your answers, and match each of the invitations with the response you heard, nae rego ech a) That would be nice. Thanks. 2 you like to join us for b) Great idea, lunch tomorrow? 3. Iwondered. you could Ibe delighted. come to our housewarming party on Saturday? 4 What. coming round for a 4) Valove to, but I've got drink Friday after work? another engagement. 5B Weld lke t0..sscsesnseene- YOU LO OUF @) Sorry, | can't. No lunch break house after the seminar. for me today! 6 Doyou coeeees bite (0 eat? 1) Vm afraid | can't. tm going away for the weekend. 65 HSITONA SSINISNE TWAIAUNS:UNIT 7 Management styles EMI LY 40 40 tisten to the difference between /{/, /5/, /i{/, and /ds/. Enns At bh Asi 1a3/ as in option asin decision as in cheap as injoint efficient measure cheque jet passion Vision March large EX Put the words in the box in the correct column according to the pronunciation of the letter(s) in bold. manager catchy pressure leisure urgent rational logical precision sociable coach Ih bh mv 143/ manager ‘40 41 Listen and check your answers. Then listen again and practise saying the words. 40 42 Listen to the way certain sounds are linked in this sentence. ROM GNNOS ones) basa Allan js extremely sociable and always joins_us for lunch. What's the rule? See page 64 TE Now show where similar links could be made in these sentences. 1 Ouroffice manager doesn’t involve us in any decisions, 2 They encouraged us to plan everything with absolute precision. 3. Ofcourse it's a high pressure job, but there's alot of prestige attached to it. +4) 43 Listen and check your answers. Then listen again and practise saying the sentences. Seen ie Then EE 40 44 Listen to the words in the foll syllable. Adjective Noun i charismatic charisma competent competence diplomatic diplomacy flexible flexibility inspicing inspiration sociable | sociabitty 4) 44 Listen again and practise saying the words.‘TALK BUSINESS 4) 45 Listen to 10 extracts from presentations, and decide what the presenter is doing in each one. «Write one letter (@-€) next to the number of the extract. © Use each letter extract 1. Extract 6. . a) Stating the purpose extract 2 Extract 7... ) Involving the audience extract... Extract Beste ©) Changing to another topic extract 4... Extract 9 = 4) Emphasising Extract 5 Extract 10. ©) Discussing implications Tip [As exercise A shows, effective presenters flag their presentation, ie., they use specific signalling phrases to highlight the structure of their talk. For example, they use specific phrases to let the audience know the aim of the presentation, orto introduce another topic, or to move on to another topic, etc. Put the following signalling phrases next to the correct heading in the box — below. 1 Forinstance, 2. like to go back to a point! mentioned earlier. 3. |Fyou look at the graph, you'll see. 4d like to wrap up now by running through the main points again. 5 Ifyou look at the slide, you can see. 6 Let me draw your attention to your handout. 7 As|said to begin with, 8 9 Let me give you an example... So, to sum Up 410 What this diagram shows i. 11 As {said in my introduction, .. 42 This brings me to the end of my talk Let me just recap briefly onthe main points. Exemplifying 1 Returning to a point made earlier Referring to visuals or handouts Concluding 4) 46 Listen to a presentation about e-mail etiquette and tick the phrases in exercise B that the speaker uses 67 HSITON3 SSANISNS TVAIASNSOM GNNOS: “"8 Team building Cones a a Wo nia What are the words transcribed below? Use the chart in the Introduction to help you, or check in your dictionary. ; I'saufebal/ sociable : A'hifont/ Ii'maeds 5 nati] ‘'popitla/ 3 osat! © Peolarant/ Tip Notice how often the schwa sound (/3/) appears in unstressed syllables 40 47 Listen and practise saying the words. +40 48 Listen to how have is pronounced in these sentences. 1 We should have encouraged more debate and discussion, /sv/ 2. The trainer shouldn't have spent so much time on ‘difficult people’! /ov/ Her presence might have boosted the team’s performance. /av/ We needn't have hurtied to the airport. The plane was late. /av/ Where's my key? I must have dropped it somewhere. /ov/ aane The team would have been stronger without him. /ov/ Mineo When have is used between a modal verb and a past participle, the weak form /av/ is always used. 49 49 Listen and practise saying other examples. ‘4 50 Listen to how Speaker B highlights the word which is most significant in the context. 1A: It’s nota very imaginative solution. 2A: I's nota very practical solution, B: But itis practical B: Butitis practical Underline the words Speaker B will highlight in these conversations. 1A: Is there anything you dislike in your 4 A: Why don’t you register for the June job? seminar? Bs I hate the paperwork. B: Ihave signed up for the June one. 2. A: How do you feel about allthe admin 5 A: He wasn'ta very enthusiastic team stuf? leader, Bs I hate the paperwork, 8: But he was efficient 3. A: Have you registered forthe May «6 A: Efficiency was certainly not Harry's, seminar? forte. B: I have signed up for the June one. B: But he was efficient. 4) 51 Listen to check your answers. Then listen again and take B’s role.‘TALK BUSINESS 4) 52 Diplomatic language’ is often used in conflict resolution. Listen and complete the examples on the right. 1 lellbevery difcutttomake him ...might be. quite ctcult to make hin change his mind, change his mind 2. Canyoutellme how you fee you tell me how you fel about t? about it? 3 That solution wil be too dificult that solution bea bit ifiut to implement. tolimpiement?| 4 Tellthem what your goals are. tellthem what your goals are 5 Iwantto know what you plan todo ¢0 know wat you pan todo, ps In certain situations, a more dicect approach is needed (see sentences on the lef); in other situations, such an approach might seem too direct or even aggressive, and ‘diplomatic’ language is more appropriate (See sentences on the right) ‘Make these sentences sound less ‘direct’. Try and build on the strengths ofthe team. Sending the team ona weekend training course will be far too expensive. | want each employee to have a say. What's your main concern? Those changes will be perceived as too drastic. Iwill be very risky to suggest removing any of the senior team members. 4) 53 Listen and practise saying the model sentences. It is sometimes desirable to reject ideas and suggestions in a diplomatic way. See how Speaker B does that in these two examples. 1A; [think you should talk to each team member individually 3: I'm afraid that's not realy feasible. 8 2. A; ['msure that if you removed Tom and Amy, the team would be a lot more effective. Bs | appreciate your point of view, but / coulda't possibly do that. 4) 54 Listen to five different suggestions and decide what the best response to each one is. ‘© Write one letter, a)-e), next to the number of the speaker. © Donot use any letter more than once. Speaker 1 4) appreciate your point of view, but | couldn’t possibly Speaker 2 do that. Everyone would wonder who's going to be sent away next. Speaker 3 b) I can see why you would want to do this, but | don’t think Speaker 4 it would work. It would cause a lot of jealousy amongst Speaker 5 the staffin other departments. | see what you mean, but that’s nt really practical. Nothing would ever get done on time. 4) 'mafraid that’s not realy feasible. It would take me over aweek! €@) That sounds very interesting, but | doubt we can afford it How about a weekend event? 40 55 Listen to the dialogues and check your answers. Then listen again and practise the responses to the suggestions. cy HSITON SSANISNS TWAIANNS:“"Q Raising finance 4) 56 Listen to how the letter a is pronounced in the following words. ‘asset private market stake talk_——mortgage IE Put the words below in the correct column, according to the pronunciation of the letter(s) in bold. acquisition account purchase percentage encourage _ although finance instalment overdraft rate grant angel Fejosin sofasimabout [iafasin |lesasin |iafasin [hvasin | | badbank | Canada smartcard | playsafe | short course_| quick fx asset | private market [stake | talk ‘mortgage 4 57 Now check your answers. Then listen again and practise the words. Means 40 58 Listen to the way certain sounds are linked in these sentences. SPEECH 1. Everyone_expects a return_on their investment. 2. The report contained an assessinent ofthe risks facing European investors In When a word fishes witha consonant and the word immediately after begins witha vowel sound, we usualy Unk those two words YOM GNNOS indicate where simita 1 The ist instalment is due in April inks could be made in these sentences. | 2. The company has gone into administration with debts of about eight milion euros. 3 Ifweare serious about this acquisition, we'll have to put our money where our mouth is. 4 59 Check your answers. Then listen again and practise saying the sentences. E14 60 Listen and put each question 1-8 in the correct column, depending 0 GETS on whether the voice goes up or down at the end. Z N L 40 60 Check your answers. Then listen again and practise saying the questions. Tip There is a tendency for the voice to go down at the end of wh- questions and up at the end of yes/ho questions, 70‘TALK BUSINESS 4) 61 In negotiations, too, itis often desirable to use ‘diplomatic language’ (cee i 52). Listen and complete the sentences on the right, rely,.we,coulda’t. invest 41 There's no way we can investin your... Unfortu: project in its present form. in your project in its present form. 2 We must talk about startup costs talk about start-up costs fist, first. 3 We want some additional collateral ‘offer some additional coltateral? 44 We won't lower our interest that’s the lowest rate we can rate. offer. 5 You must try to bring in another you could bring in another backer. backer? {6 Your interest rate is Far too high. Your interest rate is higher 4) 62 Listen to 10 sentences, and decide which negotiating technique each one illustrates. Sentence 1 Sentence 6. 4) Open questions Sentence 2 Sentence 7. b) Closed questions Sentence 3 Sentence 8. : ©) Softening phrases Sentence 4 Sentence 9) 4) Signalling phrases Sentence 5. Sentence 10. @) Summarising Listen again and complete sentences 1-5. 1 When will you be ina position to. the... 2 Let's over what we've... 0 fat, then. 3 Cant ‘on that? I think we must took for other. offinance. 4 Doyouhavea iors shh problem? 5 Canyou repay the in four 2 4) 63 In negotiations, you cannot always answer all questions immediately. Listen to how Speaker B expresses the need for a little thinking time, and complete the exchanges. 1. A; Do you think you'll be able to break even in two years? B: Well, maybe, erm,...that really depends on the market. 2 A: So exactly how many backers will you be able to find? cant. 3. A: Will you accept payment by instalments? welt Weld lke to know why the overdraft hasn't been repaid yet. Be I, 5. A: How much will you need for start-up costs? B: Well... 6 A: So we're all agreed on the collateral, then? B: n HSITDNA SSINISNE TWAIAUNSUNIT 10 Customer service LY 4 64 Listen to how the consonants /p/, /:/ and /k/ are pronounced. ean YOM GNNOS 2 ea ae policy task customer repair retain recall Tip In English, the voiceless consonants /p/, /t/, and /K/ are pronounced with a noticeable aspiration when they occur at the beginning of a word or ofa stressed syllable. 40 64 Listen again and practise saying the words. 4d 65 Listen and complete the following examples. 1. customer 2. company p 3 peakt. ae intentions. 5c price 6 repair p. 7p report 4) 65 Listen again and practise saying the phrases, paying particular attention to the aspirations. ‘40 6 Listen to the pronunciation of do you / did you / would you. 1. How do you like working in a call centre? Did you mention having worked abroad? 2 3 Would you mind filing in this form? 4, How do you deal with complaints? 5 Did you take part in any training? +40 66 Listen again and practise saying the questions. Tip In each example, the weak form /jo/ is used and s linked with the word before i Idja/ /didjo/ /wodje/. Such sound simplifications often occur in informal speech. You may choose not to use them, but being aware of them may help improve your listening skillseerie) fae | Em o TALK BUSINESS 4) 67 Listen to Speakers A and B apologise and indicate who sounds genuinely concerned. 1 'maffaid you sent me the wrong model, Recnnnte 8 2. The books we ordered haven't reached us yet. he Bs 3. Some of the goods were badly damaged. Arneste 8 4 This delay has really messed up our sales. & 5 We've again received a reminder for that invoice which was settled three months ago. As & 6 We still haven't received your invoice. Aaveoe . Be +4) 68 Listen and practise each polite reply. Try to sound genuinely polite. 49 69 For each speaker that you hear, tick the most appropriate reply. 4. a) Whatseems tobe the problem? b) What makes you think it’s serious? ©) don't mind. 2 a) Ihope so. b) What's the matter? ¢) Ifyou would, 3 a) I'msure it could have been worse. 1) I'm sory to hear you've been inconvenienced. 4. think there’ a problem with your schedule. ‘4 a) I'mafraid so. I'm pretty sure it wasn’t us. 'b) Nobody knows when it will end. )_Itwas wrong from the start, wasn't it? 5 a) Well, things can go wrong in any business. 1) We didn’t mixup anything. ©) You can't justify a mip. 6 a riikeep intouch. 1) Looking forward to your questions. ©) Thanks, Pildo that. HSITONA SSANISNE TWAIAUNS Complete Speaker B's part, apologising first and then promising to take action. 4A: We haven't received yous new catalogue yet. send tm sony about that,...!l have it.sent-te you. at ence. Im afraid these figures arent correct. check rmterriby sorey..2! have them checked for you straightaway. :- My projectors on the blink again, it seems. mend B: tm sorry. We't : ‘As We got stuck inthe lift service B: Ohl Sorry about that. Wel. cone 5 A: The spare parts we ordered haves't materialised yet. despatch B: Vm awully srry". A whatabout the repr you promised a week ag? forward B: Sorry Il. 40 70 Listen and practise each model answer after you hear it. BYOM GNNOS 74 “" 41 Crisis management Pn CUES eennsss) ai 40 71 Listen and add the missing consonants in the words below. 1 port _port 2 kill skill 3. range _ronge 4 roll _ oll 5 tip rip 6 rain sain 7 lay clay 8 ream “eam _-feam 40 71 Now listen again and practise the word: attention to the consonant groups. ‘Many words have groups of two or three consonants. When you say those words, do not put a vowel sound before or between the consonants. sequence. Pay particular 49 72 Listen and complete these noun phrases. 1 the..Jin@5.. of communication 4 Assesses. OF progress, 2a of trouble 5a. of advice 3a of confidence 6 a.. of resources RE SSat ae When a preposition such as of (or from, at fo) occurs between other words, the weak form is usually used. So, for instance, of becomes /av/. ‘ti 72 Listen again and practise saying the phrases. Pay particular attention to the weak form /2v/. 40 73 Listen and complete these short conditional sentences. Use the contracted forms. 1 We could've announced it. [kudov/ =. ished it wudantov] 3 . -lflwere You. faudslgrijn fama! 4 Suppose : Jivsdod'mitadit/ 5 exploded. ['mastov 6 . s wouldn't you? jjurdav'samndst/ In each sentence, underline the words which are transcribed in the right hand column. 40 73 Now listen again and practise the sentences, paying special attention to the contractions underlined.ro eats Cauca ‘TALK BUSINESS 4) 74 Listen to these two questions. Which on: detailed response? likely to elicit a more 4. What don’t you ike about our new safety regulations? 2. What specifically do you not lke about our new safety regulations? Probably question 2, as the word specifically will force the speaker to provide more detail Tip Using words like specifically, exactly, ust, in detail, may help elicit a more specific response as well as more details about the claims being made. Use some of the words it more probing. When did you inform the public? When did you recall the product? ‘What caused the food to get contaminated? How much money did you allocate forthe crisis? How i this crisis likely to affect your hygiene and safety regulations? How do you plan to avoid such problems in the future? the tip above to make the following questions aan wne +40 75 Listen to the sample answers and practise the questions. Generalisations like We always/never do it like that, Everyone/No one does it like that, or We must/should/can’t do it like that, etc. tend to stop the discussion, There are times when it can be very useful to challenge such bold assertions. 40 76 Listen to how this can be done. 1. A Our employees are not interested in first aid training, B: What evidence do you have for that statement? 2. A: We must not let the media know about this B: What would happen if we did? incident. Challenge the following statements. 1A; Everyone thinks fire drills are a waste o 7 x ze «There has never been an accident on our premises. | must finish this report by Tuesday. Disaster simulations are very expensive to conduct. All our customers are pleased with the information we provide. 2 . pRPeeee tA report like that is just not good enough. 4) 77 Listen to the sample answers and complete B's part. Then listen again and practise B's responses. 5 HSITIDNA SSANISNE TWAIAUNS:UNIT 12 Mergers & acquisitions TSETITH LY circte the word with a different vowel sound in each set. ECL 4 stake retail aliance takeover 2 eamings merger confirm disappear 3 manage advantage profi engaged 4 buyout ambitious hostile acquire 5 i create payment foreign 6 loan perform board launch ‘4 78 Listen to check your answers. Check with the key. Then listen again and practise saying the words. EE 40 7¢ Listen to the recording and complete these sentences about the “ae future with the words you hear. 1 The next meeting...W2n't Be... until March. , zit boost our presence in Asia, i 3. Analyst are forecasting that ther broadband business 50,000 new ie customers by the ena ofthe year. | 2 44 There are umoursthat the French 2sk or funds to bolster thee l= ailing carindustry 1 $ 5 lsittrue they a new agreement? BS 6 Sandra time to come to the board meeting. 7 We expect this programme to take off in March or April when project offices established. { 9 79 Now listen again and practise saying the sentences. 4 80 Listen to these sentences and practise the contractions in the future forms. TE Put the following wordsw into two groups according to their stress pattern. advantage company management alliance objectives position suitable takeover — shareholders successful 000) 200 40 81 Listen to the recording and check your answers. 76‘TALK BUSINESS GUUURTTETEEN HN read these figures out tous. a 4 bao | 9 752 ) 53% 2) 2/3 211g) 3,456 fh) 567,096) £123m, 4 82 Listen and practise saying the figures. 4 83 Listen and complete the text. Orion Technology Partners yesterday announced plans to buy Rowland Consulting, arival pan-European e-business consultancy, for $. ‘min cash and shares, Awwindfall of $ sonn2n0 An cash will be shared by Rowland’s 3 partners, who founded the Vienna-based business in “The remaining payment comes in the form of about. im shares and options for shares, Rowland’ partner group is expected to receive ‘m options vested over ” years, while its employees will get. ‘'m options vested over. ° years The chairwoman of Astral Power ple, a large independent power producer, is presenting the interim results for the first half year. +4) 84 Listen to the first part of her presentation and correct the six mistakes in the table below. Financial Summary 59 6 months to 43 June | previous 6 months | Change Turnover Gross £417m 311m +41% Net e121m 98m $23% PBT £72m 75m "26% (Profit before interest and tay) Earnings per share 29p 1.8p +61% n with linking words and Complete the second part of the presental phrases from the box. ’s you all know In addition First d now like to turn to Secondly ead Moving en te the area of | growth, 1am very pleased with the progress we are ‘making in forging a new corporate culture worldwide, particularly in Europe and North Arica, ?, jm Europe, we completed the acquisition of GenElex's 24.6% interest in the Gyula power station in Hungary. This purchase increases Astral Power's ownership in Gyula to 93.7%, and strengthens our position as one of Central and Eastern Europe's leading independent power generators, >, in Morocco, we acquired Enerjebel at a cost of £5m, while Essaouira, in which we have 35% ownership interest, Is studying new opportunities arising from mergers and other changes in the market ‘the outlook. We expect that trading in the next quarter wil be similar to the pattonn reflected inthe interim results forthe period ending 30 une. Wwe continue to anticipate a step-up in turnover and earnings next year, particularly as a result of new successful acquisitions, &, we remain committed to delivering shareholder value and maintaining the highest standards of professionalism, +40 85 Listen and check your answers. 7 HSITON3 SSINISN IWAIANNS