Contents

Language Skills Language Skills

Grammar / Functions Vocabulary Say it right Listening Reading Speaking Writing Grammar / Functions Vocabulary Say it right Listening Reading Speaking Writing
1 My world of work p4 6 Customer care p56
A day in the life of ... Present simple for A cycle courier The life of a Talking about Customer Present perfect Adjectives to Three customers Improving Providing good
routines talks about his supermodel regular tasks satisfaction simple and continuous describe people make complaints customer customer
Present continuous work and temporary service service
for now projects
Measuring customer Describing A marketing Generation Y Describing graphs
Company structure Company Jan describes Oticon, a new Describing your satisfaction change manager talks
structures and the company he organisational job about changes to
organisation works for structure customer service

Communicating at Telephone phrases Intonation in Telephone calls Take the stress Leaving and Complaints Making and dealing Sentence stress Three complaints Complaining Complaining and A Twitter
work requests out of phoning taking messages with complaints on Twitter dealing with a complaint
on the phone complaint

Scenario: New boss Richmond Design Solutions has a new administration manager, but will his changes work? Scenario: How rude! What can a mobile phone company do to improve customer service?
2 Motivation p12 7 The future of work p64
Think success Past simple review Think and grow Talking about Making predictions will and be going to – Two people The end of Discussing
rich successful events predictions discuss gender predictions for
in your life predictions your company
or sector
It’s all about the Past continuous Job attributes Three people talk Employee job Talking about Organising yourself Future forms – present Organising Three meetings Work smarter, Talking about your
money about why they satisfaction previous jobs simple, present yourself about not harder plans and
left their job continuous and organisational intentions
Climbing the ladder Career-related Word stress A job appraisal Talking about be going to problems
vocabulary your strengths Fehim’s week
Talking about skills and weaknesses
Emailing Opening and People say what Formal and
and strengths closing emails they don’t like informal emails
Scenario: Staff morale Arco is having trouble with staff motivation. How can they improve? about email Correcting errors
3 Decision making p20 in emails
How do you decide? Decisions eɪ, ɔɪ, aɪ Types of decision Talking about Scenario: The world’s getting smaller Can an insurance company work successfully across time zones?
sounds makers making decisions 8 Striking a deal p72
Which one? Comparatives and Conferences Two people The biggest Talking about If ... Zero and first conditional Two sports stars Unusual bonuses Negotiating a
superlatives discuss a conference going to negotiate contract
a conference in the world conferences contracts
Making your Giving your opinion Three people Managing Giving your Show me the money Second conditional What would you Discussing what
mind up Agreeing and discuss which conflict opinion, do if you could you would do
disagreeing hotels to agreeing and name your own in different work
recommend disagreeing salary? situations
Scenario: The best option What’s the best option for a book launch? Negotiating Negotiating Two negotiations Negotiating in Holding
4 Careers p28 India negotiations
Working conditions Working Worth the A description Scenario: A tough deal Can you get the best deal on company cars?
conditions money? of your 9 Responsibility p80
current job
What went wrong? Past perfect Making mistakes Three people talk The mistakes Talking about
Experience Past simple and Staff -ed past simple A description of Two job Talking about about mistakes three people mistakes you’ve
present perfect recruitment endings working for a applications three events made on projects made on projects made
company in your working
life Compensation Past perfect, past simple Three people Compensation Discussing an
culture and past continuous describe culture accident
First impressions Meeting and greeting Three Meeting and accidents
people conversations greeting
Say sorry! Explaining and Saying sorry Four What to do Explaining and
Making small talk with introductions Making small talk apologising conversations when you’ve apologising
Scenario: The right person for the job Who would be the best hotel manager? where something made a mistake
has gone wrong
5 Visitors p36
What can I do? Modal verbs for advice, Alain gives Lars An email about Giving advice Scenario: Supply problems Can Alto Café get its supply of coffee beans?
obligation and necessity advice on doing working in about doing 10 Environment p88
– must and mustn’t, business in Argentina business in Carbon footprint Good intentions Marcus Dowse Three green Discussing which
have to and don’t have Argentina your country and ethics talks about a ideas green initiatives
to, should and shouldn’t ‘go-green’ would work
So much to do, Making suggestions Cities Making Rio de Janeiro Asking for and initiative in in your
so little time suggestions giving his company workplace
suggestions Buy local Passives Words with Italian products Discussing
Presenting Features of and Features of a Entrepreneurship Making a differing stress products made
structuring a presentation good presentation presentation in your country

Scenario: A job abroad Who’s the best person to give a presentation? Tell me Asking for and reporting A customer Going green Discussing the
information survey on results of a
going green a survey
More
practice = more practice available on the digital and print Workbook
Scenario: Going green Choosing a green policy
Writing emails p44 Pairwork p96 Grammar p102 Irregular verbs p114 Audioscripts p116