Keynote Upper Intermediate – Student’s Book
Answer key
UNIT 1
1 Suggested answers
1 This is a message you
see when a webpage you
want to look at cannot be
found.
2 Students’ own answers
3 Facebook, YouTube,
Pinterest
2 1 startups 2 found
1b 2a 3d 4f 5c 6e
3b Transcript and
answers
1 At 4.04 the next day, we
gave out $404 in cash.
2 But these things [404
pages] are everywhere.
They’re on sites big,
they’re on sites small.
3 The 404 page is that.
It’s that broken
experience on the Web.
It’s effectively the default
page when you ask a
website for something and
it can’t find it.
4 You can type in an url
and put in 404 and these
[webpages] will pop.
1.1 404, the story of a
page not found
1
1b 2c 3a
2 inspiration put inspiration
(a quotation from Walt
1 F (There are lots of Disney) on their 404
examples in the TED Talk page.
which show that 404
c Stayhound, which helps
pages are different and you find pet sitters
non-standardized.)
through your social
2T network, commiserated
3T
with your pet.
3 d The urbanoutfitters.com
404 page says BUMMER
and commiserates with
3 24 hours 4 identity you.
e Another one (unnamed
4 Suggested answers
company) blames you.
1 They put things related f Coca Cola have an error
to their business on their page (which Renny
404 page. Gleeson loves), but, he
2 Successful brands are asks, what if this error
important to companies page was also an
because they give them opportunity?
their identity, and 2 Students’ own answers
promote and sell their 3 Students’ own answers
business.
8
3 Students’ own answers
Brooke’s comment
5
provides a good example
1a 2c 3b 4c 5c 6a of what Renny Gleeson
explained.
7 Suggested answers
9
1 a Athletepath, a website
that focuses on services a global experience:
for extreme athletes, Twitter + two others
found the video a good experience: Kinect
‘Starcrossed 2011 – a bad experience:
Joey’s OK’ which shows YouTube, Apache
him falling off his bike – Tomcat/5.5.26
and embedded it in their Students will probably
404 page. agree that Renny
b Dailypath that offers Gleeson’s visuals are
simple and have a strong
visual impact.
1.2 Building identity
2 1 Are (you) watching
A video goes viral when
it is shared online.
Someone watches the
video and shares it online
– for example, on social
media. More people then
watch it, some of those
people also share it and
the number of people
who’ve seen the video
multiplies through this
‘viral’ process.
3 5 In my family, we don’t
1 Because you can make
a lot of money if your
video reaches an audience
of millions.
2 Millions of people
watch mass media every
day and they all see a
broadcast at the same
time, whereas online
videos are seen by a much
smaller number at first,
and then they are shared
with the viewers’
contacts.
3 Yes. A lot of people
who started out posting
videos as a hobby now
host adverts on their sites
and earn money from this.
4 video channel checked
1 present simple
2 present continuous
Answers to Grammar 5
summary exercises
1 are started 2 don’t have
1 3 come up with 4 aren’t
required 5 are attracted
6 need 7 don’t make
2 don’t finish 3 records 8 are trying
4 don’t want 5 ’m/am
reading 6 stays 7 is 6
getting 8 make
1 Hi, my name’s Monica
2 and I’m living I live in
London. I was born there.
1 are reported 2 are 2 How much do are you
hacked 3 are stolen paid in your job?
4 is posted 5 are being 3 What’s the matter?
exposed 6 are being What happens? What’s
investigated 7 are being
happening?
carried out 8 is done 4 I’m a teacher and I’m I
3 work in a primary school.
1 Hundreds of films are watch usually usually
made every year. watch much TV.
2 Do they update their 6 On my English course,
website weekly? we assess are assessed
3 In the cinema, they once a term.
don’t interrupt films to
show adverts. 5
4 A lot of films are being 1 are taught 2 are making
downloaded illegally. 3 receive 4 are streamed
5 The new ‘superhero’ … download 5 are being
film isn’t being released informed 6 is growing
until next week.
6 They are / Someone is 6
rewriting a popular
‘superhero’ comic for the 2 bring 3 do (you) make
4 are asking 5 does (a
cinema.
business) know
4 6 is registered 7 is (that
information) used
1 don’t enjoy 2 change 8 allows
3 are appearing 4 Is the
7
5 aren’t accepted 6 are
kept 7 are needed 1 is held 2 takes 3 are
decided 4 are hosted
8 is using
5 are not accepting 6 like
8 Suggested answers
A lot of people post really
funny videos.
The rules about copyright
are shown on most sites.
Statistics show that music
videos are watched online
more than on TV.
Some companies produce
adverts that you can only
see online.
I watch videos about a cat
in New York that are
updated every evening.
I’ve no idea how to
upload a video.
We put up a video of our
trip and about a hundred
people view it every day.
9a
1a download (noun),
1b download verb
2a online (adjective),
2b online (adverb)
3a update (verb),
3b update (noun)
4a upload (verb),
4b upload (noun)
10 Suggested answers
TIME ONLINE: How
often do you go online?
For how long are you
online?
VIEWING: Do you watch
things live? Do you
download things for later?
SHARING: How often do
you upload or download?
ONLINE
COMMUNITIES: Do you
belong to any online
communities? Do you
post comments? Do you talks about
host an online site? communicating with the
WEBSITE OR BLOG: world (line 12) – but she
Do you own a website? doesn’t mean ‘the whole
Do you write a blog? world’; she means ‘other
PASSWORDS: How people’.
many passwords do you
use? How often do you 5
update them?
1 positive 2 positive
1.3 Who am I? 3 negative 4 negative
5 negative 6 positive
2 7 positive 8 positive
9 positive 10 positive
b 11 positive 12 positive
The writer doesn’t talk
about selling products 6 Suggested answers
connected to personal
branding and she doesn’t 1 Students’ own answers
explain why personal 2 You can gain
branding is important. confidence because
In paragraph B, she says you’ve looked at and
identified your strengths.
‘So I decided to look
more closely at how well You can then build on
I’m developing my own these strengths. You can
personal brand. And this also build credibility by
is what I found out.’ In living your personal
paragraphs C–E, she then brand. You can highlight
outlines how well she your specialization and/
feels she is doing at or area of expertise and
developing her own work to distinguish
brand. yourself from the
competition.
3 3 Students’ own answers
1A 2D 3C 4E 5B 7
4 1 lead 2 loves
3 concentrate on 4 assists
1b 2c 3c 5 give 6 makes
Sentence 1: your vision of
7 fascinated by
yourself (lines 1–2) 8 is responsible for
doesn’t mean ‘picture,
9 handle 10 committed to
photograph, etc.’. The
word vision in this
context means ‘an idea or
image in your mind’.
Sentence 2: the writer
1.4 I don’t think we’ve work or business matters. 5
met 2 If you met someone in a
work-related situation or 1 Paul 2 Joan 3 Elise
1 Suggested answers while travelling for work, 6a
in the lift: something you would usually follow
about the lift itself, the up your conversation with Question 4 has a
number of people, the an email. grammatical question
floor people are going to form.
3
during a company-wide 10
workshop: which they haven’t met before
department you work in, 1• 2• 3• 1@ 2. 3/ 4# 5_
how long you’ve been they don’t work in the
11a
with the company same field 1• 3•
after a meeting of your they work for different 1 but I moved into digital
neighbourhood companies 1• 3• advertising
association: how the they live in the same area 2 and I created online
meeting went, the next 2• platforms
meeting they are connected by a 3 where I handle
break during a work- mutual acquaintance 2• international clients
related conference: where 4 My Skype name is R O
you’re from, what you do, 4
Kennedy.
why you’re at the 1b2c3a 5 My Twitter username is
conference, the talks Other techniques could R O K E N.
on a plane: where you’re be: showing interest in the 6 I speak English and
going and why, if you’ve person you’re talking to Italian.
been there before or their comment, finding 7 I work in web
points of common technologies.
2 Suggested answers
interest, giving and 8 I studied at Yale
1 All the situations are responding to University and the
useful for networking compliments, showing University of
because you could meet how experienced you are, Pennsylvania.
and come into contact showing how well-
11b
with a range of different connected you are (name-
people in all of them. dropping), showing 1 I studied at the London
However, we would modesty, involving School of Economics
usually think that after a everyone in the from 1999 to 2002.
meeting of your conversation (if you’re 2 I have worked on
neighbourhood talking in a group), not software development for
association is a situation dominating the five years.
where networking conversation, not 3 My email address is
opportunities wouldn’t interrupting when the Amelia at Cruz dot com.
arise as the focus there other person is talking, 4 I work in customer care
would normally be on asking follow-up and online client support.
community rather than questions. 5 I joined Gaming Inc in
2009 and created a new
online format.
6 I’m currently an
assistant manager at B&T
Ltd.
7 My interests are
marathon running and
attending a theatre group.
8 My previous posts were
as a personal assistant at
Greenly Foods and an
office manager at Dairy
International.
11c
1 email:
c_trott@revlon.com
2 Skype: claratrott
3 Languages: German,
Spanish
4 area of expertise:
accounts management
5 Experience: financial
planning, ten years
6 Interests: (various)
children’s charities
7 left post and set up own
company
8 currently head up
research department and
direct new projects
UNIT 2
2 4 future continuous
1c 2f 3b 4d 5e 6a
3a Transcript and
answers
1 Everyone, please think
of your biggest personal
goal.
2 For real – you can take
a second.
3 You’ve got to feel this to
learn it. that the audience can then
4 Take a few seconds and relate their own feelings
think of your personal to what they then hear,
biggest goal, OK? which in this case is
relevant as the content of
3c the talk is about setting
1d 2b 3a 4c personal goals.
2.1 Keep your goals to 2.2 Are you looking
yourself forward to it?
2
1
1 secret 2 plans 3 proves There is a gender gap
4 tests 5 suggestions when it comes to how
optimistic people are
2 about their children’s
futures – men are more
1 less 2 less 3 should
optimistic than women.
3
4
e is not true
Except in West Africa,
4 the differences are
significant. Men feel
Derek Sivers makes these much more optimistic
suggestions: b, c, d than women about their
children’s future. In West
5 Suggested answers
Africa, women are one
1 Telling somebody your per cent more optimistic
goal will make you less than men.
likely to do it.
5
2 Students’ own answers
3 Students’ own answers 1 plans 2 can
3 future perfect
6
1a 2b 3c 4b 5a
Answers to Grammar
8 summary exercises
Jian – no, Lianne – yes, 1
Kevin – yes
1 ’ll be opening
11 2 Will (people) be waiting
3 ’ll be standing
He directs his audience to 4 will (they) be getting
think about their own 5 won’t be doing
experiences. This means 6 will be talking
2 4 I expect that
1 ’ll have sold
2 will have heard
3 Will (the new business)
have made
4 won’t have done
5 will (we) have
interviewed
6 won’t have finished
3
1 will happen
2 will have invented
3 Will the exam have
4 they’ll be discussing
5 will be coming
6 she’ll be staying
7 will you be doing
8 I’ll have found
4 aides, (probably, but not
1d 2f 3a 4e 5g 6h
7c 8b
5 3 ’ll learn
1 are going to change
2 will fall
3 will have replaced
4 will affect
5 will be working
6 will combine
7 won’t think
8 is going to cause
6 pronounced in ‘of’)
1 I don’t think the plan is
a good idea. I explain I’ll
explain.
2 When I’ll I finish the
course, I’m going to
celebrate.
3 Will they have finish
finished by lunchtime?
tomorrow’s exam is will
be difficult.
5 This time on Monday
she’ll be start starting her
new job.
6 I’ll apply be applying
for this job because it
looks really interesting.
6 new skill by next year?
1 ’ll/will be
2 will have spent
3 will be using
4 will change
5 will be supporting
6 will have appeared
7 3 nursing
1c 2a 3b
8
1 are you going to make
2 will you have learned
4 will you be making
5 you’ll be
6 will be going ... not
going to be
9a
1 gonna (‘t’ is not
pronounced in ‘to’)
2 kinda (‘f’ is not
3 wanna (‘t’ is not
pronounced in ‘want’ or
‘to’)
4 lotta (‘f’ is not
pronounced in ‘of’)
10
1 In five years’ time,
where will you be living?
2 At the end of this
course, what will you
have achieved?
3 By this time next year,
will you be working?
4 What will you be doing
this weekend?
5 Are you going to use
English in the future?
6 Will you have learned a
2.3 A job for life?
3
1 the US Bureau of Labor
Statistics
2 personal care aides
4 retail sales, personal
care aides, home health
stated) food preparation
and serving
5 post-secondary teachers
6 retail sales: shopping
will never go out of
fashion
personal care aides: the
population is ageing, so
more elderly people need
carers
customer service:
businesses are increasing
their customer service
representatives following
negative reactions to
increased automation in
things like phone systems
post-secondary teachers:
more students than ever
will be continuing their
education after high
school
4 the application form (that
1 position 2 think of
3 work 4 job sectors
5 predict, project,
estimate 6 ask for 7 rise
8 chance, opening
6 6
academic qualifications
academic skills
driving licence
earn a salary
employment opportunities
high school diploma
job security
professional experience
professional
qualifications
starting position
workplace experience
7 managerial position in
1 earn a salary 2 driving
licence 3 starting position
4 workplace experience
5 job security
6 professional experience
7 academic qualifications
8 employment
opportunities
2.4 A five-year plan
2 4 gained 5 achieving
1 Jill wants Andy to
check her application for
a job she told him about.
2 They are going to meet
on Thursday at 6 pm at
Andy’s place.
3 Jill will bring some
information about the
company. Andy will bring
he has checked).
3 3 seeking 4 am confident
1 moment 2 great
3 appreciate 4 fine
5 interviews 6 again
1 A short text where
candidates say what they
intend to be doing or will
have achieved in their
careers in the next five
years
2 Applicants A, B and D
clearly state their career
goal.
3 Applicant A: enhance
his/her leadership skills in
more responsible roles
Applicant B: obtain a
tele-sales with a leading
provider
Applicant D: secure a
position where his/her
leadership will improve
sales results
7a
1 obtain 2 strong
3 secured a position
6 intend
The formal words in the
career goal statements
have a more positive
impact on the reader
because we use formal
words in formal contexts.
7b
1 intend 2 completed
... significant 5 gained
6 effectively 7 possess
8 become ... leading
REVIEW 1
1
c
2
1 F (Profits are reinvested
in the company instead of
being paid to
shareholders.)
2 F (Balance helps people
with autism or Asperger
Syndrome, or people who
are dealing with stress
and anxiety.)
3T
4 F (Balance can get
involved in talking to
employers to find
solutions to problems.)
5T
6 F (Lucy is employed in
retail sales.)
3
1 provides 2 need
3 is given 4 are now
employed 5 is growing
6 suggest 7 suffers
8 doesn’t have
4
1 I’m going to stay
2 I’ll deal 3 I’ll do
4 I’ll have found
5 we’ll be hiring
6 we won’t be returning
5 5 I’ll meet you at the
1 committed to
2 concentrate on
3 deal with
4 involved in
5 help
6 responsible for
6 Skype: juliannepat
1 qualifications 2 skills
3 opportunities 4 position
5 salary 6 security
7 experience
7 Suggested answers
1 The main barrier is
prejudice, of both
employers and the public.
2 Students’ own answers,
though they may say that
lack of job opportunities
is the main difficulty. If
there are jobs available,
then young people won’t
have any experience or
maybe they don’t have
the necessary
qualifications.
3 Students’ own answers,
though they may suggest
work-experience
opportunities for people
when they’re still at
school or college courses.
8 domestic product).
1 How are you finding the
course?
2 I was wondering if you
could check my
presentation?
3 Any time is good for
me.
4 Let’s say tonight at six.
main entrance, if that’s
OK with you.
9 Suggested answers
Name: Julianne Brown
Contact: email:
julianne@jpbrown.co.uk,
Languages: French,
Spanish
Expertise: Completed /
Gained Masters in
Organizational
Psychology, Manchester
University; five years in
Human Resources
Career goal: Seeking / I
intend to gain a job in a
social enterprise. I believe
I can make an effective
contribution to this
area.21st
UNIT 3
1
Suggested answers
1 His data will include
big numbers: statistics of
people with certain
illnesses; figures
connected with their
income and their
country’s GDP (gross
2 In 1965 (50 years
before this book was
written), the world
population was 3.3
billion; in 2010 it was 6.9
billion; in 2015 (when
this book was written) it
was 7.7 billion; in 2050 it
is predicted to be 9.5
billion.
3 stress on the
environment; not enough
housing, schools, clinics,
infrastructure; low ratio
of workers to dependents;
maternal mortality;
unemployment
2
1c 2f 3e 4d 5b 6a
3b Transcript and
answers
1 I still remember the day
in school when our
teacher told us that the
world population had
become three billion
people, and that was in
1960.
2 And I’m going to talk
now about how world
population has changed
from that year and into
the future.
3 And that’s what I’m
going to show you,
because since 1960 what
has happened in the
world up to 2010 is that a
staggering four billion
people have been added
to the world population.
Just look how many. The
world population has
doubled since I went to
school.
3.1 Global population
growth, box by box
1
1T
2 F (In 1960, there were
one billion people in the
industrialized world.)
3T 4T 5T
6 F (Hans Rosling
believes that the role of
the ‘old West’ in the new
world is to become the
foundation of the modern
world – and it’s a very
important role.)
2 Rosling’s point is that 90
1 aspirations 2 no longer
3 successful 4 just as poor
3 happening in emerging
1 country 2 child
3 children 4 double
4 His props: boxes, a
1b 2c 3a
6 car and plane)
1a 2b 3c 4a 5a 6c
8
statistical data
9 7 Have you been listening
(underlining = argument,
italics = support)
Austin
I think that saving
children’s lives just
means more mouths to
feed, more poverty, more
children in the next
generation – I’ve
travelled a lot and seen
the situation for myself.
AndyT
That’s very harsh! There
have been plenty of
studies showing exactly
the opposite is true. Do a
web search on UNICEF
and you’ll see for
yourself.
Barbara
Of course the population
can double in a generation
if couples have six
children and four survive
– that’s basic maths.
per cent child survival is
the critical figure and he’s
based that on what’s been
economies.
10
bicycle (also a pair of
shoes/sandals, and a toy
Students will probably
agree that his props meet
all the criteria.
3.2 The next economic
giant
1
BRIC = Brazil, China,
India, Russia
MINT = Indonesia,
Mexico, Nigeria, Turkey
2 the design department)
1T
2 F (The UK economy
has been growing: it has
increased from $1.6
trillion to $3.0 trillion.)
3 F (France’s economy
has doubled since 2002
from $1.5 trillion to $3.0
trillion.)
4T 5T 6T
3
1 present perfect
continuous 2 present
perfect continuous
3 present perfect simple
Answers to Grammar
summary exercises
1
1 ’ve been working
2 has been falling
3 has (your friend) been
studying
4 haven’t been making
5 Have (the development
agencies) been planning
6 hasn’t been doing
2
1 I’ve visited
2 has been trying
3 hasn’t replied
4 Has he saved
5 have had
6 haven’t finished
8 has run
3
1 ’ve been having
2 Has (the proposal from
arrived
3 ’ve seen
4 haven’t come heard the news! computers and appliances
5 has known Congratulations! – Apple, Samsung, IBM
6 haven’t been sleeping
7 has been helping 4 3.3 personal
8 has reached development
1 ’ve been replying (all
4 morning) 2
2 haven’t been waiting
1 have seen 3 has (she) been working 1B 2A 3D 4C
2 have become (for the last few days) 3
3 has been falling 4 ’ve been talking (for
4 ’ve known weeks) 1 A 2 D 3 B 4 C 5 self-
5 ’ve been designing 5 ’ve been travelling actualization
6 ’s been (recently)
4
7 has (always) believed 6 has been trying (all day)
8 has been going 7 haven’t been reading 1 F (Newer theories of
9 has (that) meant 8 ’ve been redesigning human developmental
10 has shrunk (this week) psychology have largely
replaced Maslow’s
5 6
original idea.)
1 since 2011 2 both 1 have not shown 2 F (Maslow didn’t use
3 both 4 just 5 yet 2 has jumped the idea of the pyramid.)
6 all morning 7 since 3 have increased 3T 4T
8 recently 4 have risen
5
5 have become
6 6 has tripled 1 impact 2 survival
1 We’re We’ve been here 7 ’ve/have also been 3 admired (or respected)
since ten o’clock this buying 4 goal 5 belonging
morning. 8 have been falling 6 account
2 In my opinion, spending
8 Suggested answers 7
habits are changing have
been changing for many clothes – Gucci, Louis 1 The key idea is that we
years. Vuitton, Zara can’t be successful in a
3 I work I’ve worked (or entertainment – Disney, given level of the pyramid
I’ve been working) for Sky, Sony unless we have fulfilled
this company for about fast food – McDonald’s, the needs in the previous
three years. Burger King level – or the ones lower
4 For a long time I’ve groceries – Lidl, down in the pyramid.
been learning English for Walmart, Nestlé 2 You can only achieve
a long time. health products – Colgate, self-actualization when
5 How long are you living Gillette, L’Oréal you have achieved your
have you been living household goods – Ikea, full potential.
here? General Electric 3 For example, a pensions
6 I’ve just been hearing cars – BMW, Ford, company may sell its
Toyota products by appealing to
our need for financial her prices for company 10b
security or a social media events.
service will target our Message 4: Get in touch 1 morning 2 two
‘level three’ needs of with Nelson if she has 3 forty-five 4 half past
social belonging. any questions about the 5 ten, evening 6 three
4 Students’ own answers, report on market research. 7 twelfth 8 first, thousand
though they may agree 9 eleventh
that it will always be 4 10 twenty-second 11 third
relevant. 12 thirtieth, April
1 back 2 back 3 for
8 4 about 5 me 6 call 11
7 touch
1 motivation 2 influential 1 Look at emailed sales
3 safety 4 successful 5 projections – Janine. Get
5 growth 6 perfect back by Thurs 10th.
1 you call me back 2 Scott – talk about ideas
7 security 8 qualitative 2 you email me the details
9 quantitative for promotions, Jul +
3 get back to me on my Aug. Tues.
4 get in touch with you 3 Call Luigi before beg
9
9 Dec.
1 motivation 2 quality 4 Confirm Angela market
3 success 4 safe 1 Hi, it’s Anya. I can’t do research meeting 2.30
5 influence 6 successful Monday. I’ll send the pm, Fri.
budget for July and
3.4 Could you call me UNIT 4
August.
back?
2 Hi, it’s x, your
1 Suggested answers
2 accountant. Can you
confirm that you can meet 1 Students’ own answers
The hotel wants to attract me on Friday the second 2 Good management,
more business travellers, at 10.30 am / half past ten capital, good location,
families, people looking in the morning? planning – or lack of
for a wedding venue and 3 Hi, it’s Nicole. Can you these things; competition,
people attending concerts text me the days in pricing
nearby. September that you’re 3 Management and
3 available? planning are part of the
4 Hi, it’s Jeff. Can you business itself, while
Message 1: Call Louisa please return my call by 2 competition, for example,
Redhill back before pm / two o’clock in the is an outside factor.
Friday. afternoon on Thursday?
Message 2: Let Matt 2
know if she can make it to 10a
1d 2f 3c 4a 5b 6e
the meeting with the bank Days = Fri, Mon, Sat,
manager on Wednesday Sun, Thurs, Tues, Wed
4th August at half past Months = Apr, Aug, Dec,
nine. Feb, Jan, Jul, Jun, Mar,
Message 3: Email Aziz May, Nov, Oct, Sept
4.1 Success is a 12 Suggested answers discussing
continuous journey 5 Had (the business) been
When I passed my exams, losing
1 I found I had more job 6 hadn’t been getting
offers.
c When I made friends at 2
2 work, I found I enjoyed
my job more. 1 came
1c 2b 3d 4e 5a When I changed jobs, I 2 They’d been living
found I earned more 3 wanted 4 they opened
3 5 hadn’t run
money.
6 had worked 7 was doing
1d 2a 3e 4b 5c
4.2 Measures of success 8 there was 9 lost
4 10 had been saving
2 11 had
The first slide shows
Amancio Ortega – a 3
success as one way – ‘a
fashion entrepreneur
one-way street’ (a
Karren Brady – a sports 1 began 2 ’d won
ladder); the second shows
executive 3 directed 4 was working
it as a continuous journey
Sheryl Sandberg – a 5 ’d started 6 had met
(a circle).
technology executive 7 ’d been making 8 left
6 James Dyson – an 9 didn’t want 10 closed
inventor 11 ’d released
1b 2c 3c 4b 5a 6c Carolyn McCall – an
airline executive 4
8
Carlos Slim Helu – a 1 was operating, resigned,
People usually assume telecoms magnate moved
it’s a one-way street and 2 joined, had been
3
that once we get to working, had risen
success, we’ve made it 1 a bought, worked b was 3 was doing, trained
and stop trying. working c ’d had (had
had) d had been trying 5
9
2 a past perfect 1 went on 2 had worked
1 Roberto’s comment continuous b past 3 had been running
2 Students’ own answers continuous c past simple 4 launched 5 had led
d past perfect simple 6 had used 7 had become
10
8 was filming 9 decided
Answers to Grammar
1 Reaching success summary exercises 7
2 Reaching success
3 Reaching success 1 b
11 1 had been thinking 8
2 hadn’t been working
He repeats But then I 3 hadn’t been expecting 1 Gina’s family used to
stopped, because I figured 4 had (you) been live in India.
….
2 Other girls wouldn’t say to you? 5
talk to her. 6 The man gave me his
3 Alisha would put her business card and was 1 success, failure
toys in strange places. walking walked away. 2 mistakes
4 Gina is dyslexic. 3 printer cartridge
5 Gina didn’t use to wear 10 4 the fact that he owed a
glasses. large sum in taxes
1 used to know 5 time you make a
2 Did Sue use to work mistake
9
3 both 4 used to be 5 both
1 used to 2 would 7
11a
Answers to Grammar 1 B (U in article)
1 used to 2 wouldn’t talk 2 B (U in article) 3 C 4 U
summary exercises
3 would put 4 didn’t use 5U 6U 7C
4 8 B (C in article)
4.3 Failure is not an
1 both 2 Did you use to option 9 B (U in article) 10 U
have 3 used to be 4 both 11 U 12 B (C in article)
5 both 6 both 7 both 2 13 C
8 didn’t use to understand failure, success, truth, 8
5 nothing
1 successes 2 failures
1 used to live 2 used to 3 3 fault
take or would take 4 catastrophe/disaster
c
3 Did (you) use to wear 5 experience/expertise
4 used to have or would 4 6 errors/mistakes, truth
have 5 didn’t use to enjoy
1 the printer cartridge had 9
6 did (your family) use to
run out when Thomas
go or would (your family) 1 How good are you at
Dowling was printing the
go 7 used to miss or planning?
handouts and he didn’t
would miss 8 used to be 2 What would you say are
have time to find a new
your areas of expertise?
6 one
3 Is knowledge or
2 someone Thomas
1 I met Jane yesterday experience more useful
Dowling knows found he
and we had talked about for your job?
owed a large sum in taxes
the project. 4 Do you mind making
after doing his own tax
2 Last year, the company mistakes when you speak
returns rather than pay an
has opened a new office. English?
accountant
3 I was very excited when 5 Have you ever had a
3 the ‘New Coke’
I first start started my work-related disaster?
marketing disaster
new job. 6 Do you ever take the
required, in theory, an in-
4 I use used to be a bad blame for things that
depth analysis to work out
student because I never aren’t your fault?
who was to blame
did my homework.
5 What did your boss said
4.4 How did it go? 4 people who have REVIEW 2
apologized for not being
1 able to attend 1

1P 2P 3S 4P 5P 6S 1 Kohl, Travis, Stewart

10a
7 P 8 P 9 S 10 P 11 S
1 imperative
2 2 the initials of the person
who will be responsible
They talk about the
following points in this for the action
order:
10b
it rained in the afternoon
two people got food Tamara Watson will look
poisoning into setting up an
the litter bins overflowed additional covered area.
there weren’t enough Andy Carhill will check
volunteer helpers the caterers’ certificates.
they ran out of T-shirts to Andy Carhill will find a
sell different burger stall to
hire.
3 Tamara Watson will use
1e 2a 3c4b 5f 6d Twitter to get more
volunteers.
4a Andy Carhill will check
the prices of the T-shirts.
1 enthusiastic
2 enthusiastic 3 unsure 10c
4 unsure 5 enthusiastic
find a new venue for our
6 unsure
next open day
7 get a quote for a
children’s entertainer
2 b They are able to save up
(AC)
check the latest health and
8
safety regulations (TW)
2A find a new company to
design the promotional
9 increased their school
material (AC)
1 the list of things to be send everyone a new
discussed at the meeting budget outline (JL)
2 any other business – investigate collaborations
anything else to be talked with other charities (TW,
about that isn’t on the JL)
agenda
3 people who attended the
meeting
2 Uganda 3 wool 4 150
5 Peru
2
1 It wasn’t a typical ‘boy’
skill.
2 They wanted to crochet
their own unique and
personalized hats to wear
when snowboarding and
skiing at the weekend.
3 It was a name used in a
local newspaper headline
about the boys.
4 He was working with
people who had been
living in government
camps for more than
twenty years.
5 Krochet Kids has
expanded its operation to
employ 150 women in
Uganda and more in Peru.
6 a The women’s personal
income has increased as
much as ten times.
to 25 times more money
than before.
c Their children are 25
times more likely to have
attendance.
d Families are five times
healthier than they used to
be.
e The incidence of
domestic abuse has fallen
by 40 per cent for these
women and they have
become more involved in
decision-making in the
home.
3 3 Students’ own answers,
1 has increased
2 have been fighting
3 has given
4 have developed
5 has been looking
6 have been making
4 the Krochet Kids
1 had moved 2 found
3 didn’t have 4 had been
struggling 5 used to take
6 was working 7 heard
8 had 9 needed 10 didn’t
have to 11 provided
5 5 Why don’t we think
1 influential 2 qualitative
3 security 4 growing
5 success 6 motivated
7 safety 8 perfect
6
1 success 2 failure
3 expertise 4 planning
5 mistake 6 truth
7 knowledge 8 experience
7 Suggested answers
1 Commercial companies
usually measure success
in terms of profit. Krochet
Kids is more likely to
measure success in terms
of how many women it
can help to earn money
and to become
independent.
2 Students’ own answers,
though they may mention
that hard work,
identification of a market
and good promotion are
keys to their success.
though they may say that
in the West possessions
and lifestyle are used to
measure success.
8 2
1 How about looking at
website?
2 I like the sound of that.
3 We’d better book a
restaurant for a meal.
4 Or we could do
something different this
year.
about changing
6 Yes, that’s a good idea.
7 I’m not sure I’m with
you on that.
8 I don’t think we need to
completely change.
9 Suggested answers
1 Upload website content
Mon morn.
2 Return Fairtrade call
before 12.00. Set up
meeting Thurs/Fri.
3 Confirm sales figures
Oct–Dec. Forward to
Marta Thurs latest.
4 Look into new venue
children’s festival. Call
Mike Wed 3.30.
UNIT 5
1 Suggested answers
1 Students’ own answers
2 Students’ own answers
3 We can all be healthier,
more productive and
more creative if we have
‘walking meetings’.
1c 2a 3e 4b 5f 6d
3a
The intonation is rising in
each extract, so it could
be said that they sound
like questions.
3b
The intonation in each
sentence is:
5 rising 6 falling 7 two
rising intonations, on
‘amazing thing’ and ‘out
of the box’
5.1 Got a meeting? Take
a walk
1
1 smoking 2 physical
3 life 4 office 5 ideas
2
1 9.3 2 7.7
3 breast, colon
4 six 5 seven
3
1 having a meeting with
someone who was
walking their dogs
2 she asks people to go on
walking meetings with more dangerous than we despite the pain. = He
her imagine succeeded in keeping
3 obligations going …
3 He succeeded in beating
4 Nadal in a first-round
1b 2c 3b 4a
1T 2T match. = He managed to
4 beat …
5
Rafa Nadal couldn’t Answers to Grammar
She means that getting defend his Wimbledon summary exercises
exercise outside while title in 2009.
you work makes you Juan Martin del Potro 1
think in a different way. wasn’t able to recover 1 were able to talk 2 was
until the 2011 season able to give 3 both
6 ended. 4 Were you able to find
1b 2a 3b 4c 5c Juan Martin del Potro / 5 was able to pass 6 both
Novak Djokovic managed
8 to keep going with his 2
teammates’ support,
a 1c2b3d4f5e6a
despite the pain.
9 Steve Darcis succeeded in 3
beating Nadal in a first-
Bruce has learned (from round match. 1 succeeded in getting
his experience) the value Andy Murray had to have 2 managed to fit 3 wasn’t
of taking exercise and the surgery on his back. able to take 4 Did (you)
benefits this brings to his manage to get 5 were able
thinking. 5 to beat 6 didn’t succeed in
Julia has learned (from reaching
1 a can (not) + infinitive
listening to the talk) about
without to 4
the health risks of sitting
b can (not) + infinitive
down. 1 had to think about 2 was
without to, to (not) be
10 able to + infinitive, able to make 3 succeeded
manage to + infinitive, in coming up with 4 could
is killing you succeed in + -ing do 5 weren’t able to use
This opening sentence is c must + infinitive 6 managed to deal with
surprising – unless you without to / have to + 7 didn’t have to hire
have heard that sitting infinitive
isn’t good for you before. 6
2 couldn’t, wasn’t able to,
managed to, succeeded in 1 had to 2 couldn’t 3 were
5.2 Overcoming
3 He couldn’t defend his able to 4 was able to
challenges
Wimbledon title in 2009. 5 managed to
2 = He wasn’t able to …
He managed to keep 7
Students’ own answers, going with his
but the infographic shows 1 succeeded in 2 couldn’t
teammates’ support,
that tennis is perhaps 3 couldn’t, had to,
managed to
4 had to, wasn’t able to,
managed to
5.3 The bottom line
1 6
football, Adidas
Formula 1 racing, Casio
cycling, Sky
4 5 find investors 6 can we
1 Sponsorship brings in
money.
2 They get the company’s
name known and raise
brand awareness.
3 Sponsorship, unlike
advertising, doesn’t focus
on the features or aspects
of specific products.
4 The most typical
partnerships are between
sports products (clothing,
equipment, etc.) and
teams.
5
1 The club’s owner was
looking for a new
sponsorship deal and
estimated that a new
name for the stadium
would bring in up to £10
million a year.
2 They reacted with
anger.
3 The sponsor restored
the original stadium
name.
4 On a global scale, sports
sponsorship is estimated
to be worth tens of
billions of dollars a year.
5 Media companies are
eager to sign up the rights
to show events because
television reaches
massive national and
international audiences.
1 with 2 over 3 for 4 to
5 on 6 across 7 behind
8 in
8 buy 7 ’re giving
1 balance the books
2 charge a fee
3 control your finances
4 form a partnership
5 get into debt
6 invest money
7 make an offer
8 make a deal
9 sponsor an event
10 work out a budget
5.4 Who funded you?
1
1 banks 2 private loan
3 personal savings
4 shareholders
5 angel investors
6 crowd funding
2
1 It monitors your body
and sends a message to
your phone when to take
a break and move around.
2 He was working on
something completely
different for his final-year
project at college, but
spending so long in front
of the computer that he
could feel the effect on
his body.
3 about £60,000.
4 Kickstarter
5 They’re still developing
it.
3
1 ’re going to tell us
2 come from 3 Did you
go 4 asking my parents
4
1d 2a 3b 4e 5f 6c
7g
1 Yes, I am (going to tell
you about my amazing
‘smart’ cushion).
2 (I got the idea) from my
final-year project at
college.
3 No, we didn’t (go to a
bank).
4 I didn’t want to (ask my
parents).
5 it wasn’t (hard to find
investors)
6 (You can)not yet (buy
this wonderful cushion in
the shops).
7 we can (give it)
8
They come from Andy’s
original email.
9
b
10a
1 (And) wouldn’t it be
better to start with just
one or two activities?
2a Can you explain
exactly what activities
you’re thinking about?
2b I wonder if you could
start off just using
Twitter?
3 That’s a bit soon, isn’t
it?
He asked questions 1, 2b
and 3 in this way because
the content words of his
sentences reflected his
opinion.
He thought it would be
better to start off with one
or two activities, for
example.
He used an indirect
question in 2a to be less
direct than asking What
activities are you thinking
about exactly?
Answers to Grammar
summary exercises
5 win in winning in the
1 Don’t you want to come
with us?
2 Isn’t that Suzanne over
there?
3 Wouldn’t you prefer to
meet on Friday?
4 Can you tell me how
much it costs?
5 I was wondering if
you’ve got any free time
tomorrow?
6 Do you know why this
machine doesn’t work?
6 3 Could you start off just
1 You don’t understand,
do you?
2 It’s a fantastic idea,
isn’t it?
3 You’ve read the
document, haven’t you?
4 They aren’t coming
until later, are they?
5 The plane arrived late
again, didn’t it?
6 You couldn’t give me a
hand, could you?
7 she? / Sue didn’t
1 When I was at school,
we must had to work in
groups quite often.
2 On our trip, we could
managed to (or were
able to) visit every capital
city in South America.
3 I was so tired, but I
could was able to make it
to the end of the race.
4 I tried to tell you, but I
didn’t could couldn’t find
you.
5 The team succeeded to
final minute.
6 We weren’t able to
finish the race.
7 I wonder what time is it
it is?
8 You didn’t phone the
office, isn’t it did you?
10b
1 What activities are you
thinking about exactly?
2 Would it be better to
start with just one or two
activities?
using Twitter?
4 Is that a bit soon?
10c
1 Could you tell me what
time it is?
2 You aren’t busy today,
are you? / You’re busy
today, aren’t you?
3 Shouldn’t we wait?
4 Sue remembered to
phone the bank, didn’t
remember to phone the
bank, did she?
5 I wonder if they know
the price of the tickets?
6 Don’t you think this is a
bad idea?
UNIT 6
1 Suggested answers
1 It can be difficult to
understand humour in a
foreign language:
foreigners don’t
necessarily know the
cultural background, they
don’t understand the
slang words.
2 People can feel
connected to each other,
if they: are the same
nationality, come from
the same part of a
country, have the same
interests, have the same
political beliefs, are from
the same age group.
3 Students’ own answers
2
1d 2a 3f 4b 5c 6e
3a
1b2c3a
3b the message. She herself 4 It’s a really good
uses ‘awesome’ to quality brand.
c describe the talk – which 5 He decides to pay with
6.1 Please, please, Jill Shargaa would his (credit) card.
people. Let’s put the disagree with completely.
It is true that we should 5
‘awe’ back in ‘awesome’
celebrate brilliant things, 1 zero conditional:
1 but the point Jill Shargaa present simple, present
is making is that we simple first conditional:
These things are
should limit our use of present simple, future
awesome:
‘awesome’ to things that simple; present simple,
the wheel, the Great
are truly awesome. going to + infinitive;
Pyramids, the Grand
Andreas seems to have present perfect, future
Canyon, photography, the
understood the message. simple second
Allied invasion of
He acknowledges that he conditional: past simple,
Normandy, bees, sharks
uses ‘awesome’ without would + infinitive (x 2)
2 really thinking about it. 2 a zero conditional, b
first conditional, c second
1 F (Jill Shargaa thought 9
conditional
that visiting the outdoor
Students’ own answers,
café again was ‘merely Answers to Grammar
although they will
good’.) summary exercises
probably agree that all the
2T 3T 4T
adjectives describe Jill 1
5 F (She says that when
Shargaa.
we use awesome to 1 both 2 a 3 b 4 b
describe the most 6.2 Getting value for 5 both 6 both
mundane of things, we’re money
taking away the very 2
power of the word.) 2
6T 1 will buy 2 there are
1 It helps you get value 3 pay 4 Would 5 don’t
3 for money when you are want 6 didn’t have to
shopping. 7 we’d be 8 will be
1a 2b 3a 4a 5b 6a 2 Students’ own answers 9 would you go 10 lose
5 3 3
1b 2b 3a 4a 5b 6b 1 tablet 2 drill 1 would happen 2 joined
7 3 would be 4 would (the
4
shop assistants) do
b, c 1 It’s really slow. 5 wouldn’t be able to
2 They’re excellent value 6 had to 7 owned 8 came
8
for money. 9 ’d give 10 wanted
Jaycee has completely 3 It’s quite heavy. She’s 11 ’d be
understood the message. not sure that she can 12 wouldn’t close
Kristen hasn’t understood afford to spend that much.
4 6 If the shops didn’t have Section 2: Fake items are
so many special offers, I often associated with
1 ’ll buy 2 sound 3 had to wouldn’t be so tempted. organized crime and they
4 are 5 wouldn’t be deprive companies of
6 loses 9 Suggested answers income, thus affecting
6 Electrical gadgets and costs and ultimately the
goods: If these didn’t stop price of goods.
1 e zero conditional working, we wouldn’t Section 3: Experts are
2 c second conditional need to buy any more / undecided on this. The
3 d first conditional we’d only buy new ones reduction in carbon
4 a second conditional if we wanted a new model emissions would only be
5 b first conditional / we’d spend less money 0.1 per cent, and there
on such items / electrical would be an enormous
7 Suggested answers
stories would go out of knock-on effect on
1 we see something we business / millions of producers if we all ate
like. people would lose their only seasonal and locally-
2 we’ll stop bidding. jobs produced food. (The
3 then we mustn’t spend New clothes: If people water and pesticide
more than that amount. didn’t buy any more new footprints that growing
4 then we won’t buy clothes, they’d get tired of produce creates are likely
something we don’t want. wearing the same things / to have a greater impact
5 it’s absolutely perfect. their clothes would lose on the environment than
6 then we won’t be able their colour through the carbon emissions
to buy it. washing and get holes / produced by transporting
7 you want us to buy their clothes would look them.)
something. awful / lots of clothes
4
8 we’ll have to stop. shops would close / the
fashion industry would 1b 2c 3a
8 Suggested answers
die
TV advertising: If there 6
1 If my car keeps on
breaking down, I’ll need was no TV advertising, 1 adjective – intended for
to look for a new one. television would be much use once only
2 If a product is better than today / the 2 adjective – can be used
advertised on TV, it price of the TV licence again
doesn’t influence me. would go up / people 3 verb – improving
3 If I had more self- wouldn’t find out about something so that it is of a
control, I wouldn’t have new products higher quality or it is a
so much stuff. newer model
6.3 Is it worth it?
4 If I make more food at 4 verb – take away or
home, I’ll save money on 3 Suggested answers remove access to
takeaways. 5 noun – food that is
5 If there was less Section 1: Disposable grown in large quantities
packaging on everything, cups are as eco-friendly to be sold
our recycling bin (or unfriendly) as any 6 adjective – related to or
wouldn’t always be full. other cups.
happening during a
particular period of the
year
7 What was (my current
1 to buy a ready-made
item from a
café/restaurant and to take
it home to eat or drink
2 to get rid of something
that has no use or that you
no longer need
3 to be discovered to be,
to prove to be
4 to stop working because
of a fault
5 to explode
6 to reduce
8 4 slow 5 awful
1 cut back 2 turned out
3 blew up 4 take away
5 threw (it) away
6 break down
9 new phone.
1d 2c 3e 4b 5a
6.4 Shopping around
2 Fred Q
1 his phone bill and why
it is usually higher than
expected
2 basic tariff, unlimited
tariff
3 upgrade to the unlimited
rate/tariff
3 B Ferry
What’s the difference
between (those two
tariffs)?
So if I (changed to
unlimited), would (that be I use these to plug in my
more economical)? phone in the kitchen when
Did you say (I would pay I’m cooking – I find
more)? earphones really
annoying. I’m completely
contract) again? satisfied with this product
Let me put it another way – it’s absolutely brilliant
Yes, that’s correct. value for money.
As I said, (you’re on the
basic tariff at the Answers to Grammar
moment.) summary exercises
5
4a
/Œ/ unlimited, upgrade 1 really 2 incredibly
/ju:/ unit, usually 3 completely 4 very
5 absolutely 6 extremely
4b
6
/Œ/ umbrella, unfriendly
/ju:/ unique, utilities 1 good 2 delicious 3 big
6 6 wonderful
speakers for an MP3 7
player
1 If I would have had
7a enough money, I’d buy a
We use very with 2 What you will will you
adjectives that are not say if they offer you the
strong (poor but not job?
appalling). 3 If I were you, I would to
ask for help.
We bought these to take 4 If we all will pass the
away on holiday with us
exam, we’ll go out for a
to listen to music in our meal.
hotel room. They were
5 If you would be were
amazingly cheap, so we younger, you’d have
didn’t expect much. But
better opportunities at
the sound quality was work.
incredibly good! 6 We’re going to China
next year if we’ll we have
Very disappointing. You enough money.
can’t get the volume up at 7 We had an absolutely
all. Totally useless. What good a very good (or an
a waste of money. absolutely
Dinah brilliant/fantastic, etc.)
weekend in the
mountains.
8 The exam was very
absolutely/totally, etc.
impossible for me to
finish on time.
7b
1 I was incredibly / totally
/ really disappointed with
the sound quality.
2 This is a very
interesting / excellent app.
3 The DVD player was
really / very / totally
expensive.
4 The picture on this
player was really / very /
particularly awful.
5 I am very disgusted /
unhappy with the after-
sales service.
6 I found this function to
be completely / really /
very useless.
REVIEW 3
1
1 how to design and build
professional skateboards
2 to teach life and
employment skills to
young people
3 young people who do
less well in traditional
academic situations
2
1 F (Jamilia runs a club
for young people who
have problems at school.)
2 F (Workshop
participants build their
own skateboards.)
3T George Foreman Grill
4 F (Jamilia doesn’t say (for cooking)
that everyone is a Tony Hawks: acting;
volunteer – she says that launched the online
they also work with YouTube Channel, RID E
volunteers.) Channel
5T Michael Jordan: owner of
the Charlotte Hornets, an
3 American professional
1 sport 2 step 3 sponsors basketball team
4 fit Cristiano Ronaldo:
opened a fashion boutique
4 on the island of Madeira
(where he’s from) and
1 weren’t able to 2 had to
another in Lisbon, has his
3 could 4 succeeded in
own fashion brand
5 couldn’t 6 managed to
Venus Williams: CEO of
5 her own interior design
firm; has her own fashion
1 didn’t have 2 reach line; part-owner of the
3 aren’t 4 have 5 Would Miami Dolphins, a
(so many kids) have professional American
6 won’t 7 ’re going to football team
offer 8 enjoys (making 2
skateboards, he) brings Actors are often
successful in other fields.
6
For example, Kevin
1 event 2 finances Costner owns a company
3 budget 4 money 5 fee that specializes in
6 books 7 debt separating oil and water;
8 partnership Clint Eastwood has a golf
club and a dairy farm;
7 several actors own
1 throw away 2 cut back restaurant chains; some
3 turned out 4 blowing up Indian actors own or co-
5 take away own cricket teams.
8 9
Suggested answers 1 Did you say you run
kids’ courses?
1 2 What’s the difference
David Beckham: between Gold and
aftershave and fragrances Platinum?
George Foreman: 3 Yes, that’s correct.
endorsement of the 4 Can you tell me about
the beginners’ course
again?
5 What would happen if
you had a mixture of kids
with different
experiences?
6 So can I just check that
the kids
10 Suggested answers
Hi Rob
Archery sounds like an
interesting idea! Can you
explain exactly how many
classes you’ve arranged?
Year 4 kids are a bit
young for archery, aren’t
they? Or perhaps the
classes are designed for
this age group – it’s not
clear. I wonder if there’s
enough time in the lunch
hour for the kids to eat
and do this activity?
Wouldn’t it be better to
find out the cost before
we email the parents? I
think it would help to
give them as much
information as we can.
Next month is perhaps a
bit soon, isn’t it? Let’s
look at this again when
we have all the details of
cost, number of classes,
and so on.
Matt
UNIT 7
1 Suggested answers
1 difficulty in mobility,
e.g. getting into buildings,
inability to move quickly;
inability to work in some
professions; prejudice
2 housing – flat with lift
not house with stairs;
transport – marked seats
near doors; access to
information / legal
changes / financial aid –
all making support more
easily available
3 methodical, determined,
able to think outside the
box / consider the bigger
picture, innovative,
resourceful, creative
2
1a 2d 3b 4e 5c 6f
3a Suggested answers
He stresses ‘mate’ in
estimated and ‘tate’ in
amputated.
He says everything at the
same pace, without the
natural stress of a native-
speaker.
7.1 The sore problem of
prosthetic limbs
1 making them feel more
1 boy 2 didn’t wear
3 painful 4 doing his PhD
5 cheap 6 anywhere
2
1 as a result of
2 promised himself 3 fit
4 find 5 acceptable
3 a solution
1 He met Professor Hugh
Herr.
2 They discussed solving
the problem of painful
sockets.
3 He used medical
technology to look at
individual patients.
4 He produced the sockets
with a 3D printer.
5 He got very positive
feedback from a recent
trial.
4
Yes – the sentences all
reflect David Sengeh’s
views.
6
1c 2c 3b 4c 5a 6c
8
c
9 Suggested answers
David Sengeh’s question
was ‘the right question’
because he wanted to
know why amputees
weren’t using prosthetics
and to find ways of
comfortable wearing
them. It led to the creation
of prosthetics which more
amputees want to wear.
10
B describing the situation,
M explaining the
problem, E implementing
11
1 end 2 beginning
3 middle
7.2 New technology
1 Station (by an astronaut).
electric car 1880s,
solar cells 1950s,
computer mouse 1960s,
fibre optics 1970s,
stem cell therapy 1980s,
driverless car 1980s,
smartphone 1990s,
3D printer 2000s
3 driverless cars being
Fibre optics is a
technology which allows
information to be
transmitted along a
flexible, transparent fibre.
The technology was
initially researched in the
mid- 20th century. The
term was made popular in
1960 following an article
in Scientific American by
Narinder Singh. By the
1970s, the first
commercially successful
optical fibre had been
developed. Since then,
many uses for fibre optics
in telecommunications
and medicine have been
identified. New
applications are being
tested all the time and it’s
clear that fibre optics will
be used in a wide range of
contexts in the future.
1 be 2 d
Answers to Grammar 4
summary exercises
1a 2b 3b 4a 5b 6b
1
5
1 A 3D printer was taken
to the International Space 1 by 2 for 3 by 4 for
5 by 6 for
2 When was the computer 6
mouse invented?
3 Was stem cell therapy 1 The emails were send
being used in the 1990s sent yesterday.
(by doctors)? 2 Too many changes are
4 Fibre optic cables have been made too
weren’t installed in my quickly.
area until last year. 3 The faulty device was
5 Which company are sold for by most shops.
4 The report will publish
manufactured by? be published next week.
5 Many people was were
6 Were electric cars being
questioned in the survey.
demonstrated at the
6 All of this work has
exhibition?
been done by our group.
2
4
1 have been prescribed
2 had been examined 2 can’t be seen 3 has been
3 has been contacted used 4 should be handled
4 hasn’t been spoken 5 needs to be regulated
5 had (the results of the 6 will be disposed of
tests already) been given
5
6 has (the patient) been
taken 1 have been developed
2 are caused
3
3 are delivered
1 should be accompanied 4 can stop
2 won’t be implemented 5 are given
3 must be notified 6 haven’t been kept
4 will (the building 7 is being tested
checks) be completed 8 have been working
5 shouldn’t be used 9 will make
6 should (these boxes) be
6
delivered
7 Can (the invitations) be 1 for 2 by
sent
8 mustn’t be seen
7 8 Suggested answers
1 by 2 by 3 by 4 for
5 for 6 by
7.3 Innovative
approaches
2
tablets, online learning
3 our online banking
1 F (According to the
European Commission,
young people are not
necessarily competent in
the skills needed to work
in the digital economy.)
2 F (Traditional
chalkboards have been
replaced by digital
whiteboards in
classrooms across
Europe. There’s been a
massive investment in
both hardware and
software in education.)
3 F (Experts are in favour
of this being taught in the
same way as other
traditional subjects, which
suggests that it is not
currently taught
traditionally.)
4T 5T 6T
4 answers
1b 2a 3b 4b 5b 6a
7c 8b
6 account more easily when
1b 2a 3b 4b 5b 6a
7c 8b
getting your store credit
card.
from cows 6 It’s easy to arrange
today.
7.4 It can all be done
online 7
2 c
1 PIN number 2 security 8
question 3 log in with
4 e-tickets 5 password a Important changes to
3 service
1 buying travel tickets b Online Services
2 paying bills Director
3 using credit cards c Dear Customer
d Pauline Harris
4 e You will receive, You
do not need
1
you download the tickets 9a
from the website to your
phone (2) From November of
yes this year the system for
by credit card logging in to your bank
2 account online will
key in the account change.
number and the amount (1) The existing security
by printing a receipt or questions will be replaced
looking at your account by a secure number
details system.
3 (3) You will receive
monthly instructions on how to
monthly generate your personal
to your email address secure number by letter to
your home address.
5b Transcript and (4) These changes will
ensure that our online
banking service is safer
1 There’s no extra charge
than ever and will enable
for paying by card.
you to access your
2 How do I pay my
electricity bill?
you are mobile.
3 Let me show you how to
(5) You do not need to do
do it.
anything at this time.
4 the one from the bill
5 So I’m interested in
9b 3c the Giant Peach, then put
him to bed, tucked him in,
1 I will send you the form 1 miserable 2 corporate gave him a kiss on his
as soon as possible. 3 family 4 especially forehead, said
2 From next month, 5 boundaries 6 interests ‘Goodnight’ and walked
airport check-in will not out of his bedroom). But
be available. 8.1 How to make work–
life balance work his son said, ‘Dad, this
3 New charges now has been the best day of
apply. 1 my life, ever.’ The
4 Due to lack of space, important thing to Harry
bikes are no longer a, c, d, f
was that they had spent
allowed on trains. time together.
2
5 You have to contact the
insurance company with 1 life 2 easy 3 rubbish 6
your change of address. 4 jeans and T-shirt
6 Our new opening hours 1a 2c 3b 4c 5c
will improve our service 3
8
to customers.
1T
Jamila – first-hand
11 Suggested answers 2T
experience
3 F (A friend whose life
I have a problem that I Frank – general
was out of balance told
hope you can help me observations
Nigel Marsh that she had
with: I can’t get into my joined a gym. He thinks 10
online account. When I that to be balanced
type in my details, they involves more than just Nigel Marsh varies his
are accepted. However, being fit.) speed and he pauses for
the screen then always 4T emphasis.
freezes.
4 Suggested answers 8.2 Can we ‘have it all’?
I look forward to hearing
from you. 3
Nigel Marsh and his son
Yours sincerely
did nothing special on the 1 I avoided checking
UNIT 8 afternoon they spent work emails when I was
together (they walked at home.
2 down to the local park, 2 I learned to say no more
messed around on the often.
1e 2c 3b 4f 5d 6a
swings, played some silly 3 I asked my boss to give
3a games, walked up the hill me more feedback.
to the local café, shared a 4 I made myself find new
1 miserable 2 corporate pizza for tea, walked
3 family hobbies.
down the hill to their 5 I started spending more
3b home, then Nigel gave time with friends and
Harry his bath, put him in family (also I started to
4 three 5 two 6 two his Batman pyjamas, then spend …)
read him a chapter of 6 I stopped working
Roald Dahl’s James and
through my lunch break. 6 8.3 Taking it easy
7 I stop to take regular
breaks. 1 Sorry, I forgot to tell 2
the neighbours about our
1 party! hiking (line 2), shopping
2 I recommend to you to (line 4), visiting family
1 verb + -ing read this book – it’s (line 5), entertaining
2 verb + infinitive + to great. friends (line 6), eating
3 verb + object + 3 Taking a break can help and drinking (lines 25–
infinitive + to you to avoid get getting 26), listening to live
4 verb + object + stressed. music (line 27), dancing
infinitive without to 4 My company doesn’t (line 27), watching TV
2 remember allow us to do flexitime. (line 30), using the
5 My friend asked me to Internet (line 30), visiting
Answers to Grammar historic sites (lines 41–
summary exercises not not to phone him too
early. 42), online activities such
1 6 I didn’t tell you because as gaming, chatting or
I didn’t want that you watching videos (lines
1 speaking 2 working 46–47)
know you to know.
3 to look 4 not living
5 to give up 6 to reach 4 3
7 losing 8 having 1T 2T
1 to meet 2 to come
2 3 having 4 working 3 NG (The OECD carried
5 to do 6 not to take out research – or
1e 2b 3c 4f 5a 6d published their results –
7 reading 8 to see
9 bringing 10 to feel in 2009. Only France and
3
Mexico are mentioned, so
1 to book … to do 7 this suggests that the
2 play … to win research was not
1 getting / to get ‘extensive’.)
3 to come … say
2 leaving / to leave 4T
4 use … to have
3 keeping 5 NG (The article says
4 4 to pick up 5 finding that: ‘An American theme
6 to have 7 saying park developer, for
1 giving up 2 to stop 8 being / to be example, can’t assume
3 learning 4 to find
8 that the Western leisure
5 to give 6 to do 7 to set
model will be
8 to get 9 go off 10 being
1 to give up 2 limiting automatically successful
5 3 travelling 4 slowing in another culture.’ It
5 to do 6 being 7 helping doesn’t specifically say
1 checking 2 staying 8 following 9 to find whether theme parks have
3 to talk 4 to buy or have not been shown to
5 eating 6 to be be successful all over the
world.)
6 F (The article says that
gender is one of the alternatives?
things that affects the 3 I can see your point.
actual leisure activities
that people engage in 4b Transcript and
[lines 18–20]. The end of answers
the article says that what 1 I’d prefer not to deal
really determines the kind with airports on a long
of activities that people weekend.
choose is age: gender is 2 On the other hand, I’ve
not mentioned in this part been to London so many
of the article.) times.
3 I’d rather do something
4
new than visit the same
1 What’s interesting is old places.
2 Things like 4 You have to think
3 the key question is about the expense –
4 on the contrary London’s not cheap.
5 The idea is that
6 2
6 In other words
1 the Sports and Social
6
Committee
1b 2c 3e 4g 5a 6d 2 all staff
7f 8h 3 an end-of-year social
event
8.4 I need a break! 4 an office party held on
the premises, a meal out
2
and a day trip
fly to Rome or Budapest 5 an office party held on
or somewhere on a budget the premises
city break 6 let the Sports and Social
go to London Committee know what
go on an activity weekend he/she thinks of their
– going kayaking or rock decision to have an office
climbing party
3 7a
1C 2C 3S 4C 5C 1 Firstly,; Finally,; In
6 S 7 S 8 S 9 C 10 S addition,
11 C 2 such as,; for example
3 The main advantage of
4a Transcript and
4 On the other hand,
answers
5 due to; therefore
6 One argument against;
1 That’s a possibility.
The main drawback of
2 What are the
7 Taking all of the points
into consideration,
7b
1 Despite this,
2 To conclude,
3 All in all,
4 For this reason,
5 Many people argue that
6 like
7 The main disadvantage
of
REVIEW 4
1
1B 2A 3C
1 The Tech Museum of
Innovation
2 Mexico
3 Jorge Camil Starr and
two of his oldest friends
4 economics
5 looked at the failure of
the existing systems
6 1: each educational
centre would be run by
only one person with full
responsibility
2: they would use video
games to deliver
educational content
7 the children’s mothers
also wanted to play the
games
8 1: Enova follows the
students who graduate.
2: and those who drop
out. Students who
abandon their studies are
asked why and the
information is used to try
and improve the
programmes. innovations have often organize trips to places of
3: Enova also measures meant that things can be interest.
students’ success on the ready sooner, so this just We’d love to hear your
external government means more pressure views and for this reason
exams, which gives an (rather than less) for we have set up a page
independent assessment workers. where you can join in the
of its impact. 2 Students’ own answers. discussion. There’s also a
Advantages are that you quick survey to see the
3 can study when you like level of interest. Please let
1 are designed 2 can be and work at your own us know your opinion
found 3 has been visited pace. using the links below.
4 was set up 5 have been Disadvantages are that Best wishes
played 6 is being accessed you have no personal or Anya Waite
7 will be developed academic contact with Jess Lynn
8 can be used either a teacher or other
students. UNIT 9
4
8 2
1 to monitor 2 choose
3 checking 4 to use 1 I’d prefer not to go 1c 2a 3f 4b 5d 6e
5 starting 6 showing 2 you’d be better off 3a Transcript and
7 to come 8 to fund doing answers
5 3 How does that work?
4 Will I have to download (underlining = stressed
1 inspired 2 put into 5 You have to think about words)
practice 3 enabled 6 The only problem So I just want to tell you
4 were replaced would be speaking my story. I spend a lot of
5 get round 6 exploit 7 I’d rather speak face to time teaching adults how
face than on Skype to use visual language
6 and doodling in the
8 I’d better make my
1 quality time 2 day off mind up. workplace.
3 catch up 4 switch off 3b Transcript and
9 Suggested answers
5 take (it) easy answers
6 recharge (your) Dear colleagues
batteries We’re writing to ask (underlining = stressed
7 put (your) feet about your interest in words)
8 change (of) scene joining a new social and 1 So I discovered some
9 chilling out educational association very interesting things.
10 get away from for Blackthorn 2 Additionally, I’ve heard
employees. The horror stories from
7 people whose teachers
association would offer
1 Students’ own answers, activities such as social scolded them, of course,
though they may agree events, a cinema group, for doodling in
that this has not language classes, etc. In classrooms.
happened. Technological addition, it would 3 And they have bosses
who scold them for
doodling in the
boardroom.
9.1 Doodlers, unite!
1 something you do when
Sunni Brown shows all
the points in her slides.
2
1 a 19th century
b 17th century c today
d 18th century
2 a bosses b journalists
c teachers
3 the same evolution in
1c 2a
4 a shared and growing
1 decisions 2 two 3 all
4 children 5 anyone
6 thought
6 think that means doodling
1b 2c 3b 4c 5c 6a
8
Sentences a, b, c and e
describe Sunni Brown’s
arguments. She doesn’t
say that ‘doodling should
be taught in schools’ –
but she says ‘under no
circumstances should
doodling be eradicated
from a classroom’
(sentence d).
a Here’s another
interesting truth about the
doodle: people who
doodle when they’re
exposed to verbal
information retain more
of that information than
their non-doodling
counterparts.
b We think doodling is
you lose focus, but in
reality, it is a pre-emptive
measure to stop you from
losing focus.
c So they did
anthropological research
into the unfolding of
artistic activity in
children, and they found
that, across space and
time, all children exhibit
visual logic as they grow.
In other words, they have
complexity in visual
language that happens in
a predictable order. And I
think that is incredible. I
is native to us and we
simply are denying
ourselves that instinct.
e My friends, the doodle
has never been the
nemesis of intellectual
thought. In reality, it is
one of its greatest allies.
9
Grace’s and Luca’s
comments support Sunni
Brown’s arguments.
10
Sunni Brown uses all the
techniques in the first
clip. In the second clip,
she uses simple phrases –
and these reflect her exact
words. She also
introduces the visuals and
phrases one by one in the
first clip and the phrases
one by one in the second
clip – this means that
viewers are not distracted
by other visuals and/or
phrases.
9.2 Looking for
inspiration
2
1 The big picture
2 The objective
3 The background
4 The target audience
5 The visuals
6 The slogan
3
1 a graphic designer, then
art director for one of the
biggest advertising
agencies in Australia
2 not really, no
3 It would be disastrous
to make an ad that was
the same as your client’s
main business competitor!
4 finding interesting
visual ways of
representing ideas
4
1 that, which, who
2 defining 3 non-defining
4 a reduced relative
clause
Answers to Grammar
summary exercises
1 7 I work for TPQ
1 which 2 who 3 whose
4 which 5 where 6 who
7 which 8 which
2 photos on it, last week.
1 The artists who I like
2 Most people that object
3 The books which I used
4 These are the pictures
that I drew
5 The magazine that
published
6 The time when I
doodled
7 Doodling is something
which everyone does
8 The drawings that
Picasso did
3 advance get a discount.
1 My favourite 20th
century artist is Picasso,
who had several different
styles.
2 In the 1880s, when
Picasso was born, Claude
Monet was a successful
painter.
3 Central Saint Martins is
a famous art college,
where many famous
designers studied.
4 Advertising, which is a
relative new industry, is a
mix of creativity and
sales.
5 My friend, who loved
art at school, is now a
graphic designer.
6 Holiday adverts, which
appear on TV every
winter, make you think of
summer.
magazine, which is only
published online.
8 I lost my phone, which
has hundreds of my
4 Authority, 6 whose job it
1 The ideas suggested by
the new team were great.
2 Young artists seeking
experience are welcome
here.
3 The candidates
interviewed yesterday
were excellent.
4 Students enrolling on
this course must be over
18.
5 Adverts paid for in
6 Clients needing
personal attention should
make an appointment.
7 Customers paying a
deposit are given priority.
8 The applications
processed yesterday are
on file.
5 won an Oscar.
Many charities 1 which
depend on donations from
the public use advertising.
Adverts, 2 which make
the public more aware of
a charity’s activities, are a
good way of raising
money. One style of
advertising 3 which has
recently become more
common is using
shocking scenes.
Charities 4 who use this
style say it is effective.
However, many viewers
5 seeing the latest
campaign from a
children’s charity have
complained. The UK
Advertising Standards
is to monitor adverts,
surveyed the public. As a
result, the Authority is
considering changing the
time 7 when such adverts
can be shown on TV until
after 10 pm.
6
1 The DVD what that (or
which) you lent me was
really interesting. (Or
omit what.)
2 The actor, that who was
in the Nike advert, is
famous now.
3 The people which who
(or that) we spoke to
helped us a lot. (Or omit
which.)
4 The film, which whose
director is French, has
5 I have two jobs where
that (or which) take up
all my time.
6 I ate melon, that which
is quite unusual in winter,
at the restaurant.
5
1b 2e 3d 4f 5a 6c
6 9
You can replace the
relative pronoun with that
in sentences 1 and 5.
7 remember. But the advert,
1 The CLIO Awards,
which are given annually,
celebrate creative and
inventive thinking.
2 A graphic designer
whose style is really
original won the design
award.
3 Adverts which are too
entertaining don’t help
the audience to remember
the product.
4 Outdoor adverts, which
need to have visuals with
a big impact, use large
billboards.
5 Talented people who
work for big agencies can
earn a lot of money.
6 The Internet is the place
where the most creative
advertising ideas are
found.
7 The advert which was
voted for by most people
won the top prize.
8 Viral videos, which
appear on the Internet,
can be a form of
advertising.
8 is great with words and
5 Talented people
working for big agencies
can earn a lot of money.
7 The advert voted for by
most people won the top
prize.
One of the most
memorable adverts I’ve
ever seen was for a bank
whose name I can’t even
which was promoting
some kind of savings
product, was very funny.
You see two bank
employees (who are)
working at their desks.
They’re both answering
phone queries. The office
(that) they are in looks
grey and boring. Then
one of the employees,
who is very serious, says
something that sounds
like a line from a pop
song. It’s a song
(which/that is) heard a
lot on the radio. The other
one, (who is) sitting next
to him, starts to sing and
dance. She’s trying to
make him laugh. The
idea, which is simple, is
good, but it’s the actors
who make it really funny.
9.3 Agreeing to differ
2 2 middle of December /
A ‘left-brain’ thinker:
never makes decisions in
a hurry.
can express themselves
well.
has a good head for
numbers and can keep
track of their finances.
A ‘right-brain’ thinker:
paints and draws a lot.
plays a musical
instrument.
is sensitive and acts
according to their
feelings.
3
1 KM 2 CW 3 CW
4 KM 5 KM
4
1c 2b 3h 4a 5f 6e
7d 8g
6
1 analytical 2 careful
3 emotional
4 unimaginative
5 illogical 6 irrational
7 realistic 8 sensible
9 sensitive
7
1 sensible 2 irrational
3 precise 4 unrealistic
5 emotional 6 sensitive
9.4 It’s a great idea
2
1 date, time
beginning of December,
midnight
3 They agree about the
time (midnight launch)
but not about the date.
3
(speaker and order in
which the expressions are
used)
What are your thoughts
on … ? (Nina: 1)
How about you? (Greg: 2)
Would you like to say
anything? (Nina: 4)
If I could say something
here. (Joanna: 3)
Let me just say that …
(Nina: 5)
4a Transcript and
answers
(underlining = stressed
words)
1a Greg, what are your
thoughts on the date?
1b Greg, what are your
thoughts on the date?
2a Joanna, would you like
to say anything about
that?
2b Joanna, would you like
to say anything about
that?
4b
1a topic,
1b person’s opinion
2a person’s opinion,
2b topic
6 tries to find better ways of
1 apps
2 for Leanne Jones to
explain where she gets
her lightbulb moments
(her ideas) and to pass on
her tips about what to do
to be successful
3 a She got frustrated
buying something online,
so she asked herself if she
could do it better – and
created one of her most
successful apps.
b She was flying off on
holiday, dreaming about
lying on the beach, and an
idea for a flight-checking
app just popped into her
head.
7a
1I 2I 3I 4F 5I 6F
7 F 8 F 9 I 10 I 11 I
12 I
People (1) are always
asking me how I (10)
came up with my ideas
and how (1) I made
money from them. (11) I
think some of these
people might be too
focused on the second
part of the question (12) !
Because (3) I’ve got to
say that, (3) in my case at
least, there were (5) loads
of ideas that (3) went
nowhere. But (3) thinking
about it, there are (5) a
couple of tips I can (10)
pass on. One is about
spotting problems. (9) I’m
the kind of person who
doing things. So when (1)
I got frustrated buying
something online, (1) I
asked myself if I could do
it better. (2) That’s how
one of my most
successful apps (10) came
about. So frustration can
(10) end up being (5)
pretty productive (12) !
(3) And then, (3) there’s a
trick I use, which is to not
think about things. (3) I
know, it sounds (5) a bit
weird. But (2) I’ve had
most of my best ideas
when I (1) was out
running or driving. (2)
You’re not (5) really
thinking about work, but
your mind is free to make
random associations. (5)
Once, I (1) was flying off
on holiday, dreaming
about lying on the beach,
and an idea for a flight-
checking app just (10)
popped into my head. So
my ideas (1) came from
being both curious and
distracted, (11) I think.
7b Suggested answers
1 I head up a very/really
experienced development
team.
2 My team developed the
product.
3 We didn’t expect it to
be successful.
4 On one occasion, we
discussed calling off the
project.
5 But we’d almost
completed a prototype.
6 We decided to carry on
with the development.
7 The product got positive
reviews in the media.
8 We’ve now got a 28 per
cent market share!
UNIT 10
1 Suggested answers
1 soft background music
or pop music;
announcements in a
supermarket asking
members of staff to go to
a till, or announcements
about what’s happening
in a particular shop
department; the general
buzz of conversation
2 It will advise companies
on how sound can
increase retail sales and
improve employee
performance.
3 Students will probably
find one-to-one
conversation the easiest
since this is two-way
communication and they
can ask a question if
something is unclear; the
same applies to the
classroom. Radio may be
the most difficult in that
the speaker and the
situation is not visible.
2 Jerome’s problem is that
1d 2a 3b 4f 5c 6e
3a Transcript and
answers
We use some pretty cool
techniques to do this. One
of them is pattern
recognition. So in a
cocktail party like this, if I
say, ‘David, Sara, pay
attention,’ some of you
just sat up. We recognize
patterns to distinguish
noise from signal, and
especially our name.
3b Transcript and Learning to filter out the
answers unknown words that
aren’t essential to
1 differencing is another understanding also
technique we use applies.
2 filters take us from all
sound down to what we 6
pay attention to
1a 2b 3c 4a 5c
10.1 5 ways to listen
better 8 Suggested answers
The problem is that we’re
1
losing the ability to listen.
1c 2b 3a The structure was
effective because Julian
2 Treasure set out the
1c2b3a problem, clarified what
the problem is and then
3 clearly set out five
techniques which we can
1 carefully 2 tiring
use to help us solve this
3 headlines
problem.
4 understanding
9 Suggested answers
4
1 three 2 coffee bar
he sometimes
3 tumble dryer, coffee
misunderstands what
machine
people he’s listening to
4 listening positions
are saying.
5 receive, appreciate,
The techniques which
summarize, ask
could help him are: the
second technique: the
5
mixer; the fourth
Julian Treasure’s technique: use listening
perspective is a more positions; the fifth
general, monolingual one, technique: the RASA
but it is aimed at technique.
improving overall
listening skills and 10
awareness.
a 1 you: He stretches his
The specific techniques of
arms forward and
conscious listening and
indicates the audience
active/passive listening
with his outstretched
also apply to foreign
fingers.
language learning.
this talk: He points his
fingers towards the floor. 3 if I’d be (at work) the introduced the policy
that: He stretches his next day because some customers
arms out to the right and 4 where they’d decided to had been abusing
left with fingers open. go feedback websites.
2 whole range of filters: 5 if I could finish (the 3 The reporter / the
He holds his arms and work) that day newspaper / Bruce Shield
hands up and out wide. 6 how long we had all asked the owner how their
we’re paying attention: worked there policy had improved
he puts his hands almost customer relations.
together and pointing 3 4 He said (that) the
forward 1 Mark said (that) he’d situation was difficult
b He uses outstretched heard a great song on the since customers would
hands, with the palms out radio that morning. threaten them with a bad
and open, and facing both 2 Anya asked (him) review because they
up and down. which station he was wanted a discount.
listening to. 5 The couple said (that)
10.2 How can I help? they had found an extra
3 Mark said (that) he
3 didn’t know its name. charge of £100 on their
He’d been in a café. credit card bill.
1 remember ’ 4 Anya asked (him) why 6 The couple asked their
remembered, he hadn’t asked one of the bank if that was legal.
told ’ had told, waiters.
have used ’ had used, 6 Suggested answers
5 Mark said (that) it had
won’t use ’ wouldn’t been too busy to interrupt A delivery man once
use, them. brought a parcel to my
was ’ had been, 6 Anya said (that) he door. It contained a
did you share ’ had could go back there the present I’d bought for my
shared (might stays the following day. mother’s birthday. He
same) rang the bell, I opened the
2 I ’ they, you ’ they 4 door and I was horrified
(in a question) to see that the cardboard
3 tell 1 were using
2 had decided box the present was in
4 yes/no questions had holes in it and was
3 could deal with
Answers to Grammar 4 was going to be coming apart. I asked the
summary exercises 5 wouldn’t bother 6 was delivery driver what had
7 didn’t mean 8 were happened to my parcel
1 9 had 10 had been and why it was so
travelling damaged. He told me that
1 phoned 2 were thinking
11 had tweeted he’d had to slam down on
3 had gone 4 hadn’t had
the brakes to avoid a
5 ’d write 6 might request
5 driver who came out of
2 nowhere while he was
2 He told the reporter /
driving here and there
1 if I knew the newspaper / Bruce
wasn’t anything he could
2 what we’d said Shield (that) they had
do about my damaged
parcel.
I once went for a job
interview at a big multi-
national company. While
I was sitting at reception
waiting to be called up for
my interview, I saw a
woman smoking a
cigarette at the reception,
even though there was a
no-smoking sign there for
everyone to see. The
receptionist noticed the
woman and told her very
firmly that smoking was
prohibited inside the
building and that she
would have to go outside
if she wanted to carry on
smoking. The woman said
she wasn’t going
anywhere, so the
receptionist called
security and had her
removed from the
building.
Last weekend I went out
for dinner with my family
because it was my
mother’s birthday. As she
was sixty, we decided to
go somewhere special and
we were really looking
forward to the meal. My
mother ordered
blackcurrant juice. The
waiter brought her drink,
together with all the
others, over to our table
on a tray. There were so
many drinks, I was afraid
he was going to spill one.
Then he did just that. The
blackcurrant juice my
mother had ordered went
all over her brand-new
white dress. My mother
was so angry that she
yelled at the waiter and
told him to bring her a
wet towel to try to mop
the mess right away. The
waiter said how sorry he
was, but that didn’t seem
to calm her down at all.
Then the restaurant
manager came and told us
that we wouldn’t have to
pay for our meals, which
made us feel a bit better
about the situation.
I went on holiday to
Spain last summer and
when I arrived at the
airport there was an
enormous queue at the
check-in and bag drop for
the airline I was flying
with. I made my way to
the end of the queue and
had been waiting for
about twenty minutes
when I finally got closer
to the check-in desks.
Then someone just
strolled in front of me and
tried to slip into the
queue. I asked him where
he was flying to, he told
me he was flying to
Alicante and that they’d
just announced that
passengers for Alicante
could go to the front of
the queue. I corrected him
and said that in fact it was
only passengers for
Madeira who could go to
the front of the queue and
he should go and join the
back of the queue!
7
There’s no kettle in the
house. The tourist asks
for a refund.
8
1 François asked if
everything was all right
with the house.
2 James asked how they
were going to boil water
and what they were
supposed to make tea
with.
3 François then asked if
the microwave (in the
kitchen) was broken.
4 James asked François if
he was crazy.
9
Suggested answers
1 François probably told
the owner of the house
that James called to
complain because there
wasn’t a kettle in the
house and he didn’t want
to use the microwave
instead. François also
probably said that James
asked for a refund, but he
told him that this
wouldn’t be possible.
2 James probably told the
owner of the house that
François was very
unhelpful when he called
him to complain that there
wasn’t a kettle in the
house and that François
had stupidly told him to
use the microwave
instead. He would also
have said that he was
unhappy about the fact
that François had said that
he wouldn’t give him a
refund.
3 Both François and
James were rude to each
other. For example:
François said: ‘A refund?
I don’t think so!’ and
James said ‘Are you
crazy?’ Neither of them
handled the situation well.
4 Both François and
James should have shown
more politeness, respect
and understanding for
each other’s situation.
François shouldn’t have
suggested the microwave
as an alternative for the
kettle and he also
shouldn’t have
immediately ruled out a
refund.
5 Students’ own answers,
though they may think
that James was being
unreasonable.
10.3 The customer is
always right
1 video really helped us to
They are all likely to be
used – but some more
than others, for example:
banking, restaurants,
transport, travel, tourism.
2 non-verbal. I also found
1 HC2.2 Cross-Cultural
Awareness module
2 Cross-cultural
misunderstandings,
Cross-cultural
communication
3/4
Student 1: (3) On the
whole, I think the course
was excellent and that it
has prepared me very well
for working with both
colleagues and customers
from different cultural
backgrounds.
Student 2: (4) The only
thing I would say is that
the tutor could have given
more specific information
about different cultures
and what they regard as
unacceptable so that we
can avoid giving offence.
(3) On the other hand, I
now know greetings and
basic terms in six
languages, which is great
as I’ve always been
unable to learn a foreign
language. I was amazed at
how easy this was and
how confident I now feel
using the greetings. It was
a very enjoyable class
too.
Student 3: (3) But using
see what our body
language looks like to
others. This was
invaluable given that
most of what we
communicate is actually
the active listening
workshops useful. These
were ideas that were
completely new to me.
Following on from this,
watching the videos, we
were able to really
understand how
frequently we interrupted
the other person and how
we hardly ever gave them
feedback during the
conversation. (4) I would
have liked more time to
practise the effective
questioning techniques, as
I am still unclear on how
to use reflective questions
and paraphrasing. I think
that this is one aspect of
the unit that could be
improved.
Student 4: (3) I’d just like
to say that the tutors on
the Cross-Cultural
Awareness module were
among the best I’ve had
at this college. They gave
us lots of positive
feedback. They were also
sensitive in helping us to
understand that
sometimes we aren’t
aware of how negative
our own behaviour can
be.
3
Cross-cultural
misunderstandings:
1.1 religion, 1.3 ways of
dressing, 1.4 formality,
2.2 basic terms in other
languages
Cross-cultural where appropriate, giving 10.4 Any other
communication: an explanation for the business?
1.2 active listening, reason for the
1.3 effective questioning, misunderstanding, e.g. the 2
2.1 body language fact that things are done c
differently in your own
4 culture, and reaffirming 3
Positive: invaluable your respect for and
1 The helpline is a
Negative: appreciation of the person
‘premium rate’ line and
misunderstandings, from another culture who
that is expensive for
unaware, inappropriate, you’re encountering.
customers.
unfriendly, impolite, 2 to change to a free
7
unacceptable, unable, phone number
uncomfortable, unclear C = customer, SP = 3 total agreement
Neutral: informal, non- service provider, B = both 4 Rory will look into
verbal 1 behave: appropriately changing the premium
(SP) / politely (B) / rate line to a free phone
5 professionally (SP) / number.
1 clear 2 unaware badly (B) / offensively
3 formal (B) 4a
4 misunderstandings 2 pay: a service charge
1 surprise
5 unacceptable (C) / bill (C)
2 understanding
6 invaluable 3 give: a tip (C) / a refund
3 disagreement
(SP)
4 understanding
6 Suggested answers 4 leave: a tip (C)
5 understanding
5 offer (SP) / provide
1 Students’ own answers 6 disagreement
(SP) / charge for (SP) /
2 In order to avoid 7 understanding
pay for (C): a service /
difficulties arising from 8 disagreement
extras
cross-cultural 9 surprise
6 make: a mistake (SP) /
misunderstandings, you 10 understanding
an apology (SP)
can inform yourself about
7 ask for: an apology (C) / 7a
the culture of people you
a refund (C)
encounter, and respect 1 suggest 2 offer 3 remind
and accept it. You can 8 4 agree 5 inform
also avoid making
judgements about other 1 behave politely Answers to Grammar
cultures, and comparisons 2 made a mistake summary exercises
between your own culture 3 charging for a service
4 ask for a refund 4
and other people’s, and
show flexibility and the 5 given/left a tip
1 explained that
ability to adapt to 6 pay a bill
2 suggested waiting
different situations. 3 told the company that
Difficulties could be 4 promised to give
resolved by apologizing, 5 persuaded the customer
not to complain
6 asked us to stay
7 denied starting
8 realized that
5 5 Please note that all
1 recommended 2 advised
3 told 4 admitted
5 agreed 6 offered
6 our website?
1 Our teacher explained
us the homework the
homework to us.
2 I asked them where had
they been they had been.
3 My friend told that told
me (or said) that he’d
bought a new car.
4 The manager said them
said that (or told them
that) they could have a
refund.
5 I asked the woman to
not phone not to phone
me before lunchtime.
6 I recommend that you
doing do this course.
7b
1 told 2 proposed
3 explained 4 asked
5 warned 6 has invited
7 promised 8 refused
Direct speech: suggested
answers
1 Your complaint is being
looked into.
2 We think we should
wait for the results of the
survey.
3 There is a way to speak
to an agent immediately
on the phone. Don’t press
any of the keys when 4
you’re told to: just hang
on. The Mondragon
4 Could you send me Corporation is a
proof of your identity? collection of worker co-
operatives (which is)
deliveries will be delayed based in northern Spain,
in the Basque Country.
by two days.
6 Would you like to write The name comes from the
town where the first co-
about your experience on
op was founded. The co-
7 Don’t worry! I won’t op was started in 1956 by
a group of people who
get angry when I
had studied locally. The
complain about the food.
first product (which was)
8 We will not give you
made by the co-op was a
your money back.
heater. Now the
REVIEW 5 Mondragon Corporation
is the biggest business
1 group in the region. In the
1 a co-operative social first twenty years, the
enterprise 2 marketing Corporation grew quickly
with the addition of
2 companies whose
business models followed
1 F (In the UK, co-ops
co-operative principles.
cover the whole range of
The Mondragon
products from
Corporation, which now
supermarkets to web
includes more than 250
designers.)
companies, operates in
2 F (Alpha
four sectors: finance,
Communication is one of
industry, retail and
many communications
knowledge. The sector
companies operating on
(which is) growing most
co-operative principles.)
rapidly is probably
3T
knowledge. There are
4 F (The creative team
fifteen technology centres
has changed several
which together have more
times.)
than 1,700 employees
5T
(who are) working in
3 research and
development.
1 owners 2 services
3 dynamic 4 equality
5 partnership
5 8
1 Tyne Co-op said (that)
Alpha had come up with a
highly original campaign
that they were really
pleased with.
2 Bill Rylands told us
(that) he was very happy
with Alpha and he
wouldn’t use any other
company.
3 KidCare asked how
much a typical website
cost.
4 Sandra Brown asked
if/whether she could
change the website
content herself.
5 Tyne Co-op said (that)
the team were making
improvements to their
video until the last
minute.
6 FruitStore told us (that)
they hadn’t had a website
before. It was really
making a difference to
their business.
7 Bill Rylands asked how
long it took to make a
typical video.
8 Alpha asked if/whether
they’d provided the
quality we’d expected.
6 of confidence
1 imaginative 2 artistic
3 unrealistic 4 precision
5 analytical 6 emotion
7 dynamism
7
1 make 2 behaved 3 offer
4 pay 5 pay 6 give
1 Students’ own answers,
though they may say that
they could be influenced
by one of the factors only
if this had impressed them
very much.
2 Students’ own answers,
though they may mention
friendly interactions with
customers, personal
attention and
professionalism (from the
list in question 1).
9 chance of joy
1 What do you think
about
2 How about you
3 I just wanted to say
4 What are your thoughts
5 Let me just say
6 I’d like to know what
you think
7 would you like to say
anything?
8 If I could say something
here.
10
1 warned us that
restaurants are very hard
to get right
2 replied that we had a lot
3 advised us to research
the market well
4 agreed to give us a loan
5 suggested trying out /
that we try out our recipes
6 told us not to change
anything. It was just great
as it was!
UNIT 11
2
1b 2d 3a 4f 5c 6e
3a
/aŠ/: clouds, how, about
/YŠ/: moan
3b
/aŠ/: down
/YŠ/: associations,
processing, over
11.1 Cloudy with a
1
1d 2b 3c 4a
2
1 don’t notice 2 a third,
2 b second, 2 c first
3 a hundred
4
1 yes 2 no 3 yes 4 yes
5
1 under 2 horizon 3 sky
4 head, feet
6
1c 2c 3b 4a 5c
7 Suggested answers
1 Things that come to
mind when you think of
your English classes
could be: learning
language, having fun,
finding out more about
other cultures, preparing
yourself for the world of
work.
2 People who get a bad
press are usually in the
public eye, such as a
politician, a
businessperson or a
celebrity.
3 Others might need to
stand up for: the young,
the disabled, women,
people from ethnic
minorities, people living
under oppressive regimes.
9
1 Taddeu 2 G. Murphy
3 Roshan
10
He uses all four
techniques.
11.2 Sharing our
resources
1 6
agricultural – wheat,
financial – money,
human – employees,
information – the Internet,
mineral – copper,
natural – water,
non-renewable – oil
2 time to finish all my
1 Russia, USA, Canada,
Norway, Denmark
(including Greenland),
Finland, Sweden, Iceland
2 gold, copper
3 oil, natural gas
4 Gold is found in every
mobile phone and
computer. 5
All plastic comes from
oil. every: countable singular;
few: countable plural;
3 a large amount of:
uncountable; all:
a/an: countable singular uncountable
(a member, an
organization, an [oil- Answers to Grammar
based] product) summary exercises
the: countable singular
(the [Arctic] region), 3
countable plural 1 the whole 2 much
([unexplored] deposits), 3 several 4 much
uncountable (natural gas) 5 a small amount of
no (zero) article: 6 many 7 all 8 much
countable plural
([significant] amounts, 4
[natural] resources,
1 a few 2 little 3 a little
[synthetic] fibres),
4 few 5 little 6 few
uncountable (oil, gold)
7 a few 8 few
Answers to Grammar
5
summary exercises
1 neither 2 all 3 any
1
4 a lot of 5 no 6 either
1 an 2 the 3 the 4 a 5 the
6 the 7 an 8 a
1 I download a lot of
2
music from the Internet.
1 – 2 – 3 – 4 The 5 the 2 I love my new job – I’m
6 the 7 the 8 – 9 – 10 – an analyst for a big oil
company.
4 3 A big challenge for us
1 the resources 2 the all is the climate change.
Arctic 3 a thick layer 4 I really have few little
4 the ice 5 the area
6 The Arctic Council work.
7 a small organization 5 I can’t choose between
8 an important focus of the city and the country –
attention I like the both.
9 the future 6 I listen to English
online all day days (or
every day).
6 its own speed: the one 9
which gives the best
1 every 2 Both 3 any quality results. 1 slices of bread
4 amount 5 several 6 no 3 Slow food promotes 2 a pad of paper
7 few 8 little local and traditional 3 a piece of cake
foods. 4 a barrel of oil
7 5 a tube of toothpaste
4 Terra Madre Day is a
1 a 2 every 3 few world-wide event. 6 a tank of petrol
4 a lot of 5 –, 5 Slow travel encourages 7 tins of paint
6 a huge number of 7 any you to connect with local 8 containers of goods
8 Both 9 a few 10 no people. 11.4 Come and join us
11 the 6 You can embrace slow
travel on a package 2
8
holiday – you can buy a
conversation 1: 1 the job
1 paper 2 electricity ticket and get on a local
club, 2 yes
3 food 4 information bus or train, rather than
conversation 2: 1 a
5 money 6 things join an organized coach
jewellery-making course,
tour, for example.
11.3 International 2 yes
7 Slow goods tend to be
movements conversation 3: 1 the judo
of high quality.
classes on Thursday
8 There are lots of types
2 evenings, 2 no
of slow movement.
The ‘slow’ movement is a 3
5
reaction against the idea
that faster is always Is this the right place to
1 grown into 2 focus on
better. The slow food find out about … ? 1 F –
3 connecting with
movement started in Italy, only F
4 searching for
and aimed to promote and I was wondering if there
5 appeal to
protect local and are any places left on the
6 spreading around
traditional foods. Events … ? 2 F – both
and activities focus on 6 Can you write the
building links between details/number/name
1 focuses on down for me? 2 F – only
people, with food at the
2 appealed to F
heart of everything.
3 grown into I’m calling/ringing to ask
3 4 connect with about … 3 P – only P
5 spread about I’ll get you the
1C 2B 3A 6 searching for information. 1 F – only F
4 Suggested answers Let me check. 2 F – both
8
Just a second. 1 F – both
1 The slow movement 1m 2g 3k 4e 5b 6i If you could hold on just
started in the 20th 7 c 8 n 9 f 10 j 11 a one moment, please. 3 P –
century. 12 l 13 h 14 d only P
2 The movement believes We’ve had a few
everything should go at cancellations. 2 F – both
Here are all the details. 1
F – only F
Would you like the
address of our website? 3
P – both
4 Andrea’s use of ‘fill out
Have I got the right
number for … ? P
Do you deal with … ?
both
Could you send me that in
an email, please? P
I’d like to talk to the
person who handles …
both
I’m afraid I don’t have
that information to hand.
Both
Here are all the details. F
5a
no
5b Transcript and
answers
(underlining =
pronounced /r/)
1a after the holidays
1b after a week
2a it’s for you
2b it’s for adults
3a What’s your name?
3b What’s your address?
4a a member since last
year
4b a member of the club
5a one hour for each
class
5b one hour at a time
6a that’s our website
6b that’s our office
7 Suggested answers
Dear Mr Hanif + Hi
Andrea: residential
weekend (places) – this
exchange is less formal:
the form’ rather than
‘complete the form’; Mr
Hanif’s use of ‘Thanks’
rather than ‘Thank you’
and ‘Looking forward to’
rather than ‘I look
forward to’; his personal
tone in ‘I think you
should have this by now,
but don’t hesitate to get in
touch if there are any
problems with it’, and the
exclamation mark at the
end!
Dear Mr Ross + Dear Mrs
Lea: community hall
(booking) – this exchange
is more formal.
8a
1 … + noun
Thank you for your, I am
writing with reference to,
Please accept my
apologies for, Please find
attached
2 … + -ing
We look forward to,
Thanks for, Looking
forward to
3 … + verb clause
I’m pleased to say that,
I’m afraid that, don’t
hesitate to (get in touch), I
would be grateful if
8b
1 I regret that / I’m afraid
that
2 Thanks for
3 I’m sorry for (Please
accept my apologies for is
also possible)
4 We look forward to
5 Please find attached
6 Don’t hesitate
7 I would be grateful if
8 Looking forward to
UNIT 12
1
1 Students’ own answers
2 Students’ own answers
3 Students’ own answers,
though they may suggest
that people don’t tell
other people they disagree
with them because they
want to avoid conflict.
2
1b 2e 3a 4c 5f 6d
3a
The underlined chunks
are unstressed. The
message would be clear
without these chunks.
3b Transcript and
answers
(underlining = unstressed
words)
3 And she was brilliant,
she was one of the, at the
time, the youngest Fellow
to be elected to the Royal
College of Physicians.
4 She was unusual too
because she continued to
work after she got
married, after she had
kids, and even after she
got divorced and was a
single parent, she
continued her medical
work.
12.1 Dare to disagree
1
She mentions areas a, b, c
and d.
2 expected to do in the
1T
2 F (When she analysed
the results of her study,
they were very clear.)
3T
4 F (It took twenty-five
years for Alice Stewart’s
findings to have an effect
on medical practices.)
3 what he knew was true
1 different 2 mistaken
3 challenge 4 didn’t enjoy
4 gave others the courage to
1 They didn’t seem to be
worried.
2 He did discuss his fears.
3 Everyone worked
together to change the
device.
4 She thinks that getting
students to stand up to
authority is a fantastic
idea.
5 She thinks that this fear
stops us from enabling
ourselves to do our best fully 25 years before the
thinking. British and medical – |
British and American
5 medical establishments –
1 change 2 together | abandoned the practice |
3 agree 4 leaders of X-raying pregnant
women.
6
12.2 Moments of change
1a 2b 3b 4a 5b 6c
1
8
1 Big data is data that is
1 It shows she wasn’t more complex than data
afraid to be collected using traditional
unconventional compared tools.
to what women were 2 We get big data from:
people interacting online;
1950s. people sending
2 It establishes that she information to machines;
was exceptional in her machines collecting
field. information.
3 It shows how important 3 29 million emails every
having confidence in your second (x 60 x 60 x 24 =
ideas is when you are 2,505,600 million emails
going to challenge or 2,505.6 billion emails);
conventional wisdom. 400 million tweets every
4 He was afraid to say day
and to be the only one to 2
speak.
1 market 2 customer
5 He was courageous and 3 food line 4 cyclists
say what they also 3
thought.
1 past 2 didn’t happen
10 Transcript and 3 if + past perfect 4 would
answers + have + past participle
1 By a rate of two to one, Answers to Grammar
| the children who had summary exercises
died | had had mothers
who had been X-rayed | 1
when pregnant. 1 he wouldn’t have lost
2 In fact, | she need not 2 they’d analysed
have hurried. | It was
3 I’d known 4 We 5 5 wish
wouldn’t have made
5 you’d remembered 1 If Yahoo! had bought 1 I wish we had a map.
6 would have died Facebook, they would 2 Do you wish you were
have paid one billion at the beach?
2 dollars. 3 I wish I hadn’t changed
2 Zuckerberg would have my job
1 If Jack hadn’t won a lot been a millionaire if he’d 4 Lois wishes she spoke
of money, he wouldn’t sold Facebook in 2006. French.
have bought a car. 3 If Zuckerberg had sold 5 Does Dani wish the car
2 If my friends had Facebook in 2006, he he hired had been less
known I was at home, would have started expensive?
they’d have visited me. another social networking 6 I wish we had chosen a
3 If I hadn’t felt ill, I site. different hotel.
wouldn’t have had a day 4 Zuckerberg wouldn’t
off work. have made billions of 7
4 If the exam hadn’t been dollars if he hadn’t waited
easy, not everyone would 1 If social networks
so long to sell public weren’t so popular, I
have passed it. shares (in his company).
5 If the film hadn’t been wouldn’t have managed
really interesting, we to track down my old
6
wouldn’t have watched it school friends.
twice. 1 mixed third + second: if 2 If I hadn’t bought a
6 If you’d told me about + past perfect, would + smartphone, I wouldn’t be
the article, I’d have read infinitive; mixed second + able to send instant
it. third: if + past simple, photos to my friends.
would have + past 3 If there weren’t any
4 participle price comparison sites
2 mixed third + second: if online, I wouldn’t have
1 If Doll had passed his + past perfect; mixed saved money on my
mathematics exams, he second + third: if + past insurance.
wouldn’t have studied simple 4 If I hadn’t signed up to
medicine. 3 mixed third + second the online bookstore, I
2 Doll’s research 4 mixed second + third wouldn’t get junk mail
wouldn’t have been from them every day.
significant if the number Answers to Grammar
of doctors had been summary exercises 8 Suggested answers
smaller.
3 If Doll hadn’t shown 3 Student A
that smoking causes lung 1950s: If the USA and
1e 2f 3b 4a 5d 6c Russia hadn’t started their
cancer, he wouldn’t have
given up smoking. 4 space programmes, a
4 Doll wouldn’t have whole range of things that
1 ’d be 2 weren’t always we use every day
worked with tobacco
3 hadn’t kept 4 ’d see wouldn’t have been
companies if he hadn’t
5 hadn’t given invented.
needed their data.
6 would (you) be 1980: If CNN hadn’t been
founded in 1980, we levels over the last few Peter Capaldi: shy and
wouldn’t have had 24- years if the financial crisis sensible
hour news coverage until hadn’t happened. Meera Syal: not very
later in the decade. Science: If Marie Curie savvy
had decided to stop
Student B working after getting 3
1962: If the Decca record married, we wouldn’t
company had signed the 1 Roger Bannister
have had X-rays as early 2 Peter Capaldi
Beatles, they would have as we did.
made a fortune. 3 Meera Syal
Entertainment: If the 4 Shami Chakrabarti
2003: If the human original Star Wars film
genome hadn’t been 5 Jane Goodall
hadn’t been such a big
decoded, it would be success, they wouldn’t 4
much harder to treat some have made so many
diseases. 1c 2b 3g 4f 5e 6h
sequels.
7d 8a
Student C
12.3 The benefit of
1977: If the first Star 6
hindsight
Wars film hadn’t been
1 argumentative
released, a lot of people 1 Suggested answers
2 arrogant 3 terrified
would have a different
actor: bold, brave, 4 cold 5 anxious
favourite film.
dramatic, outgoing, self- 6 sensible
2014: If a contestant on a
TV quiz show in the USA confident, sociable
7
had been able to athlete: brave,
pronounce ‘Achilles’ independent, self- 1 brave 2 outgoing
correctly, he would have confident, sensible 3 argumentative
won a million dollars. human rights campaigner: 4 arrogant 5 wild
assertive, brave, 6 anxious
9 Suggested answers courageous, passionate,
self-confident 12.4 Could I have a
Music: If Kurt Cobain primatologist: quick word?
hadn’t committed suicide, adventurous, brave,
he wouldn’t have become 1
curious
a music idol. writer: anxious, modest, 1 at work, work later,
Technology: Ron Wayne shy evening commitments
would be a billionaire if
2 at college, do more
he hadn’t left Apple in 2 Suggested answers
work, moving house
1976.
Jane Goodall: shy and 3 at home, take on some
Sport: Germany wouldn’t
determined extra tasks, busy all day
have won the World Cup
in 2014 if they’d had a Roger Bannister:
2
different manager. independent, active,
Economics: There determined and outgoing 1 conversation 1: I
wouldn’t have been such Shami Chakrabarti: wonder if you could look
high unemployment precocious, argumentative at whether some of my
and shy colleagues have more
flexibility? reasons why he could not without a car, but
conversation 2: I was accept his first card. fortunately, I had another
hoping you could give me c H P Jones should have card. (e) The staff
some extra time? been given a larger car as member I dealt with,
conversation 3: Perhaps there was one available. ‘Paul’, was particularly
we could get a cleaner for d He/She should have unhelpful and unable to
a few hours a week? received the refund explain the reasons why
2 Students’ own answers immediately. he could not accept that
3 Students’ own answers 3 He/She would card. It then transpired
appreciate the company’s that there were no cars
3a co-operation in available in the category I
1 assertive 2 assertive processing his/her refund requested and I was
3 aggressive 4 ineffective on receipt of the letter and offered a smaller car. This
5 assertive 6 assertive looks forward to a was not adequate for my
clarification of their needs. Your employee
5 policy re credit cards and could have provided me
car categories. with a larger car as there
1 a The credit card used
was one available, yet he
to pre-pay the car hire 6 said this was not company
was not acceptable and
From: policy. (e) It is now ten
he/she had to provide a
HP_Jones@Jones.co.uk days since I returned the
different card.
To: Customer car and I still have not
b The staff member was
Service@OntheRoadCars. received the refund which
particularly unhelpful and
com is due for the lower
unable to explain the
(a) Subject: Complaint: category car. I now notice
reasons why he could not
Car Hire Gatwick Airport that the terms and
accept his first card.
ref 4159763 conditions on your
c There were no cars
(b) Dear Sir / Madam website changed in
available in the category
(d) I am writing to draw March. (e) I believe you
he/she requested and
your attention to the poor should have informed
he/she was offered a
service at the Gatwick customers with existing
smaller car.
Airport office of your bookings about these
d It is now ten days since
company. changes. (e) I also feel the
he/she returned the car
In February of this year, I refund should have been
and he/she still has not
booked a car online for made into my account
received the refund which
the dates 11–15 April, immediately. (e) Equally,
is due for the lower
booking reference your employee could
category car.
4159763. (e) On arriving have handled the matter
2 a The company should
to pick up the vehicle, I in a more professional
have informed him about
was informed that the manner: at no time did he
the changes to the
credit card used to pre- offer an apology.
website.
pay the car hire was not (f) I would appreciate
b The staff member
acceptable and I had to your co-operation in
should have been more
provide a different card. processing my refund on
helpful and explained the
This could have left me receipt of this letter and
look forward to a he would have had taken 4
clarification of your his tablets.
policy re credit cards and 3 I wouldn’t have been 1 wouldn’t have known
car categories. successful, if successful if … hadn’t talked
(c) Yours faithfully you hadn’t supported me. 2 would have died …
H P Jones 4 If the epidemic had hadn’t installed
spread, more people 3 hadn’t built … would
7a would have died. have to
5 If we didn’t have 4 wasn’t … would (we)
1 This could have left me have created
without a car … (possible bought hadn’t bought
action) the tablet, we would have 5
2 Your employee could bought a laptop.
have provided me with a 6 What you would would 1 slices 2 barrel 3 carton
larger car … (possible you have done if you had 4 containers 5 piece
action) failed the exam again? 6 tank 7 pad 8 tin
3 I believe you should 7 I’m sorry I’m late – I
1 two 2 depends when
have informed customers must should have phoned
you are using the book
with existing bookings you to let you know.
3 students’ own answer
about these changes. 8 I often think I would
4 there are about 15
(criticism) should have chosen a
million containers so a
4 I also feel the refund different career.
large number will be
should have been made moving at any one time
7b
into my account 5 students’ own answer
immediately. (criticism) 1 should: d a regret 6 depends when you are
5 Equally, your employee 2 shouldn’t: a a criticism using the book
could have handled the 3 must: b a deduction 7 students’ own answer
matter in a more 4 could: a possibility 8 a DIY store or a
professional manner. hardware shop
(possible action) REVIEW 6

1 6
Answers to Grammar
summary exercises 1E 2B 3D 4A 5C 1 self-confident
2 assertive 3 mad
6 2 4 outgoing 5 shy
1 should have 2 must 6 co-operative
1 water 2 brand
have 3 could have 3 dirty water 8
4 shouldn’t have 5 4 earn money
couldn’t have 6 might 5 experience 1 I’m ringing to ask
have 2 Would you like the
3 address of our website?
7 3 I’d like to talk to the
1 an 2 little 3 Each 4 The person who handles
1 If you would have had 5 a few 6 no 7 the
worked harder, you’d 4 Let me check
8 – 9 All 5 Just a second.
have passed your exam.
2 Tom wouldn’t be ill if
6 Have I got the right
number
7 If you could hold on
one moment,
8 Is this the right place to
find out
9 Here are all the details.

9 Suggested answers

Dear Ms Greer
Thank you for your email
about the hotel’s
conference facilities. I’m
afraid the facilities aren’t
available the weekend of
13th–14th July. They are,
however, available on
6th–7th and also the
previous weekend. We
would be able to
accommodate 25–30
people for two overnight
stays in either individual
or double rooms. Could
you confirm how many of
each type you would like
and whether you require
half or full board? Please
find attached our list of
rates.
Yours sincerely
Leila Brooks