UNIT 5

READING
V.3.

1. Calling a meeting
2. Writing the agenda
3. Small Talk
4. Welcome
5. Roll Call/Apologies
6. Objectives
7. Watching the Time
8. Regaining Focus
9. Voting
10. Comments and Feedback
11. Wrapping Up
12. Reminders
13. Thank You’s and Congratulations
14. Follow Up

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 V.5. EXERCISES

V.5.1.
It was a terrible ........1... MEETING .... It was planned to start at nine o’clock. But no one had
the ........2... AGENDA ........ and no one knew which .........3. ROOM .........to go to.
The .......4... CHAIRMAN .....arrived at 9:15. At least we thought we could start. But no one had
the ............5... MINUTES ........of the last meeting, so the secretary had to go and look for them
– and to make copies of the agenda. It took a long time to go through the ........6.. MATTERS
ARISING ......from the last meeting. At last we got to the main ............7.. POINT..........on
the agenda. We talked for two hours but did not reach a ........8. DECISION ....... There was no
time for ..........9... ANY OTHER BUSINESS ......... The chairman declared the
meeting .........10.. CLOSED...... just before midday. Thank goodness it’s only a ...........11..
MONTHLY .......meeting!

V.5.2. Suggested answers for the first five sentences:

1. We regret to inform you there are some issues regarding production line.
2. It seems that this may raise certain difficulties.
3. I would like to inform you there are going to be some changes in the agenda.
4. We would like to emphasize that we consider it useful for the goods to be shipped from
Singapore.
5. May I have your attention, please, for a few more moments?/ I would like to add a few more
words, if you allow me.

V.5.3. Suggested answers:

1. It’s the first time I have visited this town. – You’d better use a map.
2. I was quite disappointed by the meeting the new manager organized. – You may be willing
to offer some suggestions for the next time.
3. This conference has great participants. – I think you should also apply.
4. I left my sunglasses at the restaurant yesterday. – We should call the restaurant
immediately.
5. I’m going to take part in this conference as well. – You should let us know about the
discussions.

V.6. End of UNIT TEST

V.6.1. Suggested answers:

1. It’s raining. – I’d take my umbrella if I were you.
2. It’s 5:15, but not all the participants have arrived. – We should get started, nevertheless
and we’ll welcome them when they arrive.
3. One of our colleagues will not be able to arrive in time. He should have delivered his
presentation in 20 minutes. – I suggest he should deliver his presentation in the next slot.
4. I am afraid not to miss the train because of the bad weather. – You’d better take a taxi.

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 5. I’m wondering if there is a chemist’s near here. – You should go downtown to find one,
I’m afraid.

V.6.2.
1. As we ran out of time, we were forced to ………..the meeting.
a. address; b. adjourn; c. accomplish;
2. If you have a ……………please wait until Marie has finished speaking.
a. comment; b. commentary; c. discussion.
3. The board members couldn't come to a ……………..so they had to postpone the meeting.
a. agreement; b. consensus; c. understanding.
4. Before we ……………….I want to remind everyone to sign the attendance form on the way
out.
a. finish; b. ended; c. conclusion.
5. In his …………………….the chairman thanked everyone for doing such a good job this
month.
a. closing remarks; b. agenda; c. end.
6. I'll ………………as soon as all of the board members take a seat.
a. commence; b. beginning; c. starting.

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UNIT SIX. FACTS AND FIGURES

READING
VI.3.

1. How many native speakers of English are there at present worldwide? – At present,
there are over 400 million native speakers of English.
2. What is the place English holds as a second language in the world? - English is now
the most widely learned second language in the world.
3. Which is the language which surpasses English in point of the number of native
speakers? – Chinese

4. How many people speak English as a foreign language? - Over 700 million people
speak English, as a foreign language.

5. How many languages are there worldwide? – At present there are over 2,700
languages worldwide.

6. How many of the world's technical and scientific periodicals are in English? - More
than half of the world's technical and scientific periodicals are in English.

7. Name some large broadcasting companies in the world which transmit in English. -
CBS, NBC, ABC, BBC and CBC

8. Which language comes second after English in point of the quantity of information
transmitted on the internet? - French

VI.5. EXERCISES

VI.5.1.
a. numbers: 13; 30 – thirteen, thirty etc.;
b. years: 1989; 1812 – nineteen eighty nine, eighteen twelve;
c. room numbers:307; 299 – three oh seven, two nine nine;
d. telephone numbers: 0723 397 407 – oh seven two double three nine seven four oh
seven etc.;
e. dates: 17th November 2010 – the seventeenth of November twenty ten;
f. fractions: 4/5; ¾ -four fifths, three quarters etc..

VI.5.2.
4. graph 3table 1pie chart 2bar chart 5diagram

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 abcC
… ...... …….

5 _____________

VI.5.3.
1. He'd like to go to Canada whereas his wife ……………………go to Mexico.
a. would prefer; b. would rather to; c. would prefer to.
2. Her husband ……………………rent a house.
a. would prefer; b. would rather to; c. would rather.
3. Mrs. Martin ……………………to stay in a hotel.
a. would rather; b. prefer; c. would prefer.
4. My sister would like to have fun on Bondi Beach but I would ……………………to go on
a cruise.
a. prefer; b. rather to; c. prefer to.
5. My wife would like to rent a house in New York but I would …………………camp in
the desert.
a. rather; b. rather to; c. prefer.

VI.6. End of UNIT TEST

VI.6.1.

Breakdown of spending 1995-6 1996-7 1997-8

Total expenditure ($ million) 33,611 39,165 45,315

As % of government budget 17.6% 18% 18.2%

% spent on
primary education
secondary education 22.2% 21.5% 21.6%
tertiary education 33.7% 33.2% 33.5%
35.9% 36.7% 35.9%
. . .

Total public expenditure on education in Hong Kong 1. ROSE /

INCREASED………..continuously from 1995 to 1998. In academic year 1995-1996 it 2 WAS
………….HK$33,611 million, 3 RISING …………..to $39,165 million in 1996-7 and $45,315
million in 1997-8. As a percentage of the government’s budget, spending on education also
increased 4 EACH ………….year . However, the percentage of expenditure spent on primary,
secondary and tertiary education did not show the same consistent 5 RISE …………. .In 1995-

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 6 expenditure on primary education was 22.2% of the education budget, 33.7% 6 WAS SPENT
…………….on secondary, and 35.9% on tertiary. In 1996-7 an increase of 0.8% in spending on
tertiary education 7… WAS FINANCED ……………….by a 8 DROP …..………in spending
of 0.7% in primary and 0.5% in secondary schooling. In 1997-8 tertiary spending as a percent of
the education budget 9 RETURNED ………………..to its 1995-6 level. The percentage spent
on primary education 10… INCREASED / ROSE……………..to 21.6% and that on secondary
to 33.5%, 11… BOTH ………………figures being 12… LESS ……….than 1995-6 levels.

VI.6.2. Choose the correct answer:

1. My wife would like to visit a museum, but I would …………………… to go to Ayers
Rock.
a. like; b. prefer; c. rather.
2. I would ……………………become a scuba diver.
a. rather; b. rather to; c. prefer.
3. I would …………………… not to become a computer programmer.
a. prefer to; b. rather; c. prefer.
4. I would …………………… buy this lollipop because I prefer the taste.
a. rather to; b. prefer; c. rather.
5. I would ……………………not rent a house in the Outback.
a. prefer; b. rather; c. rather to.

UNIT SEVEN. DEALING WITH COMPLAINTS

READING
VII.3. Read the following text and answer the questions:

A highly competitive and easily irritated person with aggressive nature is more likely to
complain explicitly and aggressively although his or her post-complaining behaviour is unclear. In
addition, an individual with high self-esteem is perceived to be good, capable, and worthy whereas
a person with low self-esteem is considered inept and useless. This means, an individual with low
self-esteem lacks confidence, including when making purchase decisions, and is less likely to
complain.
Singh (1988) argues that complaint behaviours can be categorized into three:
 voice responses. E.g. seeking redress, going on venting dissatisfaction;
 private responses. E.g. negative word-of-mouth;
 third party responses. E.g. reporting to the consumer protection agency, taking legal
action.

Cultural traits can also play an important role in complaint behaviour. It is considered that
Western culture is rather individualistic and Eastern cultures such as Chinese and Koreans are more
towards collectivist. Individualist culture values independence and self-sufficiency whereas the
members of collectivist culture tend to behave according to social norms, which are often designed
to maintain social harmony in the group. It is argued that the
members of individualistic culture are more likely to engage in voice behaviour such as seeking
redress and the latter in private behaviour such as negative word-of-mouth. It is also argued that
customers who voice dissatisfaction are more likely to be retained as customers and vice versa.

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 Some other factors that can influence the inclination to complain and complaint behaviour
are: personal value, situational factors, product-related factors, the cost of complaining, price and
importance of the product, consumer experience etc.
Recently, firms have recognized the importance of complaint resolution and customer
relationship management. However, the majority of the firms still seem to lack an effective system
for customer complaint handling, particularly in the service sector. Firms that have a reputation for
consistently remedying consumer complaints are more likely to develop customer loyalty and over
a time, increase in market share.
Specialists focus on three complaint-handling strategies: voice, compensation, and apology.
It is said that by giving the customer an opportunity to express their dissatisfaction makes them
consider the conflict resolution process to be fairer. Compensation is also said to affect the conflict
resolution process as well as the outcome. Like voice, it is also believed to carry a symbolic
assertion of respect and expression of sincere regret by the company. It is believed that apology
produces more favourable effects on post complaint behaviour than excuses and avoidance.
Considering the importance of handling complaints, there seems to be an agreement that it
becomes increasingly important for firms to provide an environment in which customers should be
able to express their feelings and to complain. This means the first step of a complaint resolution
process is to create an atmosphere that encourages dissatisfied customers to seek redress and
marketers to be open to negative feedback.

1. When did marketing people start being interested in their customers’ complaint
behaviour? - It was three decades ago.
2. What is the focus of customer complaint studies? - They aim to investigate the
nature and causes of complaints, complaint and post-complaint behaviour and the
firms’ responses to complaints.
3. How many customers resort to complaints? - Only one third.
4. What are some of the negative consequences of customers not voicing their
complaints? - The management does not find out about the problems, the
company cannot improve the product and enhance the quality of the product or
service.
5. What are the major causes of customer complaints? – The major causes are
connected to the failure to meet customer expectations and to the discourtesy by
company staff.
6. How do personality features influence the complaint behaviour? – It is
considered that extrovert persons, with a higher self-esteem are more likely to
complain.
7. How do cultural traits influence the complaint behaviour? – It is considered that
individualistic nations (see Hofstede’s study) are more likely to complain due to
their inherent features.
8. What is the attitude towards complaint resolution over the recent years? –
Companies seem to admit the importance of complaint resolution and customer
relationship management, but the majority of the firms still seem to lack an
effective system for customer complaint handling,
9. What are the complaint-handling strategies mentioned in the text? – The text
mentions voice, compensation, and apology.
10. What is the first step recommended for addressing the issue of complaints
successfully? – First of all, the firms should provide the necessary environment
for the customers to be able to express their complaints.

VII.5. EXERCISES

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VII.5.1.
Customer: I’d like to speak to the restaurant manager. What’s his name?
Receptionist: Of course, madam. Our restaurant manager is a lady, Magda Illich. ……..1 CAN
YOU TELL ME ………your name?
Customer: It’s Mrs. Peacock of Peacock Enterprises.
Receptionist: …………….2 ONE MOMENT ………., Mrs. Peacock and I’ll ask Magda Illich
to speak to you.
Manager: Good afternoon, Mrs. Peacock. ……….3 HOW CAN I ………….help?
C: I have a complaint to make about the service I received here yesterday.
Manager: ………..4 MAY I ASK ………..what the problem was?
C: I was entertaining business clients and your waiter managed to seat one of my guests at the
wrong table.
Manager: …………5 I’M SORRY TO ………..hear that, madam.
Customer: I haven’t finished. The same waiter managed to spill a few drops of wine on another
guest’s jacket and then, instead of apologizing, he said it was only a few drops and we shouldn’t
get so upset!
Manager: ……………6 I’M TERRIBLY SORRY …………about this Mrs. Peacock. ………7
COULD YOU ………..tell me which table you were sitting at?
Customer: It was the large round table by the window.
Manager: …………….8 I MUST APOLOGISE ………….for the waiter’s remarks and I
………..9 ASSURE ………you I will speak to him.
Customer: But what are you going to do about my client’s jacket?
Manager: We will ………..10 OF COURSE ………….pay for the jacket to be dry-cleaned. I
…………11 DEEPLY REGRET …….the embarrassment you have been caused and ask
………….12 IF YOU WOULD ACCEPT ……….a voucher for four people to have a meal here
………..13 AT OUR EXPENSE …………….. .
Customer: That sounds reasonable.
Manager: Thank you for …………….14 BRINGING THIS INCIDENT ………to our
attention. This is the only way we can put problems ……………15 RIGHT ……………..

VII.5.2.
1. The services here are so weak. I wish THEY HAD BEEN MUCH BETTER
2. I don’ feel well. I wish MY HEAD DIDN’T HURT SO MUCH.
3. He is not a good public speaker. He wishes HE DIDN’T HAVE TO TALK IN FRONT
OF THE AUDIENCE.
4. It’s a pity you can’t make it here. I wish YOU WERE ALL HERE.
5. Nobody has let me know about this. I wish SOMEONE HAD TOLD ME ABOUT
THIS.

VII.5.3.
1. Dear Sir or Madam,
2. Re: Problems regarding products delivered
3. We have recently received several complaints from customers about your fountain pens. The
pens are clearly not giving satisfaction and, in some cases, we have had to refund the
purchase price.
4. The pens complained about are part of the batch of 500 supplied against our order number
8562 dated 28 March 2010. This order was placed on the basis of a sample pen left by your
representative. We have ourselves compared the performance of this sample with that of a

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 number of the pens from this batch, and there is little doubt that many of them are faulty, i.e.
some of them leak and others blot when writing.
5. The complaints we have received relate only to pens from the batch mentioned above, as
pens supplied before these have always been satisfactory.
6. We therefore wish you accepted return of the unsold balance, amounting to 377 pens, and
replace them with pens of the quality our earlier dealings with you have led us to expect.
Please let us know what arrangements you want us to make for their return.
7. Yours faithfully,
8. Robert Hart
9. Robert Hart
10. Chief Buyer
VII.6. End of UNIT TEST

VII.6.1. Guest: My name is Mr Graham. I have just checked in. Well, my room hasn't been cleaned.
Receptionist: I'LL CONTACT HOUSEKEEPING NOW. I’ll send someone up right away.
2. Guest: Hello, the TV remote control doesn't work.
Receptionist: I'm sorry to hear that. I'LL SORT OUT THIS MISTAKE.
3. Guest: The air-conditioning made awful noise at night.
Receptionist: I'm sorry. I'LL MAKE SURE IT DOESN'T HAPPEN AGAIN.
4. Guest: This is room 301. Our room isn't ready for us. There are no towels and toilet paper in
the bathroom.
Receptionist: I'm sorry. THESE THINGS SHOULD HAVE BEEN READY FOR YOU.
5. Guest: I need to talk to you about an incident with the barman.
Receptionist: We can't talk about it here.  WOULD YOU LIKE TO COME THROUGH TO THE
OFFICE?
6. Guest: I booked two single rooms with a view of the sea, not with a view of the back yard.
Receptionist: I'm sorry, madam. THERE SEEMS TO HAVE BEEN A MISUNDERSTANDING.

VII.6.2. Arrange the following paragraphs from a letter of complaint correctly:

1. I had bought the XYZ Baking Product, receipt number 123445 from your Company on
20th June.  I regret to inform you that the product is defective and my numerous verbal
complaints to your personnel have yielded no results. 
2. Consequently, I now request you to either replace the product with a functioning new
product or refund my money within one week.
3. I am enclosing a copy of the Receipt to help you initiate immediate action.
4. As I have never been let down by any of your products in the past, now I look forward to
your immediate action on this occasion.

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UNIT EIGHT. ALTERNATIVE TOURISMS

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 READING
VIII.3. Read the following text and then answer the questions:

1. According to the author, which kind of tourism is recommendable for relaxation? - We can
infer from the text that alternative tourism offers genuine relaxation.
2. How do alternative tourism fans behave towards nature and local people? – They are more
caring about nature and try to support local people in their pursuit to protect the
environment.
3. What is the role that local people play in tourism? – They are the ones who actually save the
traditions and habits of their local areas and who allow us to catch a glimpse of their cultural
heritage.
4. What are the disadvantages of mass tourism according to the text? - It generally offers
standard attractions, sometimes negatively influences the environment, does not financially
support the locals as it should.
5. Find words in the text that mean:
a. a term quite close to holiday, sometimes confused for it; - vacation
b. an association or combination of businesses, financial institutions or investors for the
purpose of engaging in a joint venture; - consortium
c. to injure physically, morally or mentally; - to harm
d. to see something for a brief time; to catch a glimpse
e. having an unaltered character. – virgin/ pristine

VIII.5. EXERCISES

VIII.5.1.

1. Marketed in terms of the quaint customs of the indigenous and often exotic people. The tourist is
invited to buy primitive wares and curios, pay to see dances and ceremonies and visit native homes.
ETHNIC TOURISM

2. Dwells on the picturesque aspects of local culture, such as traditional housing styles, horse or ox
driven carts, and crafts. Sites of this kind of tourism are often near tourist resorts and subject to the
influence of large numbers of tourists. - CULTURAL TOURISM

3. Includes the glories of the past, monuments and museums, attracting mainly education-oriented
visitors. Usually concentrated in or near major urban centres. - HISTORICAL TOURISM

4. Primarily oriented to geographic interests and education, including trips to wild remote areas.
Often associated with ethnic tourism. - ENVIRONMENTAL TOURISM

5. Sun, sand, sea and sometimes sex are the chief attractions of this variety, which appeals to people
who want to relax and commune with nature. - RECREATIONAL TOURISM

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6. It is somewhat of a paradox. In the name of self-preservation after all, most people flee from
natural disasters. A slim, intrepid minority however, prefer to fling themselves in the eye of the
storm or show up to observe the aftermath. Less aid workers and more storm chasers, these
adrenaline fiends just like to watch. Some notable disaster tourism sites include South Asia and
South East Asia after the Indian Ocean earthquake and tsunami of 2004, New Orleans and the U.S.
Gulf Coast post-Hurricane Katrina, and the 2010 Eyjafjallajökull eruption in Iceland. - DISASTER
TOURISM

7. The name is self-explanatory but to expound further, it represents travel to some of the most
sombre and grim historical points of interest on the planet. Think sites of unspeakable horror, like
the concentration camps in Poland, Khmer Rouge “Killing Fields” of Cambodia and Robben Island
off the Cape Town coast. Other noteworthy dark tourism destinations include Ground Zero in New
York City, the American Cemetery and Memorial in Normandy and Hiroshima Peace Memorial
Park. - DARK TOURISM

8. A fascination with the supernatural drives some people to travel in search of the paranormal.
Behind many a famous landmark is a great ghost story and indeed, popular tours in places like
Dublin, St. Augustine, Florida, Quebec City and Brisbane explore historic, “haunted” city quarters.
- GHOST TOURISM

VIII.5.2.
Heritage is our …………1 LEGACY ……….from the past, what we live with today, and
what we pass ………2. ON.…..to future generations. Our cultural and natural heritage are both
………3 IRREPLACEABLE …………..sources of life and inspiration. Places as unique and
diverse as the wilds of East Africa, the Pyramids of Egypt, the Great Barrier Reef in Australia and
the Baroque cathedrals of Latin America make up our world’s heritage.
What makes the concept of World Heritage exceptional is its universal application. World
Heritage ………4 SITES …………belong to all the peoples of the world, irrespective of the
territory on which they are…………5 LOCATED …………...
The United Nations Educational, Scientific and Cultural Organization (UNESCO) …………
6 SEEKS ………..to encourage the identification, protection and preservation of cultural and
natural heritage around the world considered to be of outstanding …………7 VALUE ………….to
humanity. This is embodied in an international treaty called the Convention concerning the
Protection of the World Cultural and Natural Heritage, adopted by UNESCO in 1972.
The World Heritage List includes 911 properties forming part of the cultural and natural
heritage which the World Heritage Committee considers as having outstanding universal value.
These include 704 cultural, 180 natural and 27 mixed properties in 151 States Parties. As of June
2010, 187 States Parties have ratified the World Heritage Convention.
UNESCO's World Heritage mission is to:
 encourage countries to sign the World Heritage Convention and to …………8 ENSURE
……….the protection of their natural and cultural heritage;
 encourage States Parties to the Convention to nominate sites within their national territory
for ……………9 INCLUSION ………..on the World Heritage List;
 encourage States Parties to establish management plans and set up reporting systems on the
state of conservation of their World Heritage sites;
 help States Parties safeguard World Heritage properties by ……10. PROVIDING.………
technical assistance and professional training;
 provide emergency assistance for World Heritage sites in immediate danger;

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  support States Parties' public …………11 AWARENESS-BUILDING ………activities for
World Heritage conservation;
 encourage participation of the local population in the preservation of their cultural and
natural heritage;
 encourage international …………12 COOPERATION ………in the conservation of our
world's cultural and natural heritage.

VIII.5.4. Complete each sentence with the correct modal verb:

1. She …MAY……..be late, given the traffic.

2. It ……COULD……. get cold, so you’d better take a pullover.
3. It ……MUST BE…..Tom at the door. He promised to visit us.
4. According to the way he looks, Scott …WILL……………..be 21 soon.
5. Julie learned a lot for the exam. She …SHOULD……get a good mark.
6. You look a bit confused. You ……COULD………. need help.
7. You were so rude. You ………SHOULD…………..be ashamed of  yourself!
8. I can’t find the word in the dictionary. It …MAY………… be a neologism.

VIII.6. End of UNIT TEST

VIII.6.1.
1. There’s someone at the door. It can be/ MUST be the postman, as I’m expecting a parcel.
2. Let’s tell Helen. She MIGHT NOT/ must not know.
3. It MAY NOT/ should not rain this afternoon, as it was forecast, given that it’s quite sunny.
4. It is LIKELY/ likabe that he will show up quite soon.
5. MAYBE/ May be he will come later. He still has a lot of work to do.
6. He can’t POSSIBLY/ possible be right. I was there myself and saw everything.
7. They haven’t sentenced him to prison. He MUST/ may have been innocent.
8. It is probably/ PROBABLE that he assists you with this task. He’s very thoughtful.

VIII.6.2.

Tourism can be a highly enervating ………..1 STIMULANT ……….to the economy of any
country. In a recent survey, it was revealed that the United Kingdom is the second ………2 MOST
……….visited country in the whole world. Each year, millions of people ………3 TROOP
…………….there to soak in new sights and ………..4 NOVEL …...…..experiences which they
cannot possibly get anywhere else.

Likewise, the media can also serve as a stimulant to tourism through the proper use of its………5
CHANNELS ………... A massive promotional campaign in print and the television ……………6
TARGETED ……….to a global audience can perk up the industry. The right kind of advertising
can also do ………7 WONDERS …..……..for a particular tourist spot or even a whole country
through proper marketing and promotion. A certain place's ………8 CHARM …..…….and
originality can be magnified even more, and its unique customs can be shared to other places
through the media. But how its image is …………9 PRESENTED …..…..to a widespread and

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diverse audience to make it appealing to them is a …………10 DAUNTING …………task that
only an expert advertising agency is capable of doing.
With just the right image and the right brand chosen by a professional advertising agency, a
particular place can increase its quantity of tourist arrivals per year and therefore, improve its
………11 INCOME ……...in the long run. Any hotel or tourist accommodation can do well to
employ a proficient agency to help promote its ……………12 SERVICES…..…... A particular
place or a country that wishes to be a more aggressive player in the global tourism industry can also
choose to make that choice, although for them, a more extravagant campaign would be preferable.

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