Professional Documents
Culture Documents
Answer Key
7 1. b 2. b 3. a 4. b 5. a 6. a 7. a
2 1. 411 4. leader
2. fourth 5. Mrs Carlyle
Your Turn 3. question 6. lovely
Answer Key
7 1. cafeteria Andrea: Yes, they are. I’ll take a look at the
2. stockroom presentation when you’re done. Finally,
3. Finance Department would you check the stockroom to see if we
4. 601, 603 need to order anything? After you take the
5. warehouse inventory, make me a list of what we need
and I’ll order the supplies this afternoon.
Hollie: Sure, I’ll take care of everything.
2
Tick: 1, 3, 6, 8
Office Routines
page 8
Purchasing Office Equipment
1 1. T 2. F 3. T 4. F 5. F 6. T page 10
2 1. office 4. taking 1 1. Mr Preston 4. £177.22
2. drink 5. helpful 2. No, he hasn’t. 5. black and white
3. arrive 3. 10 6. 15% discount
page 9
2 1. pink 4. £19.89
2. £8.00 5. £14.69
4 1. visitors 3. 20 6. Perfect
2. the visitors (they) come and go and who they’re
visiting page 11
3. office supplies
4. file documents 4 1. 2 4. writing pads
5. type the agenda 2. stapler 5. 10 packets
3. 12
Answer Key
Your Turn 6 1. i 3. a 5. c 7. h 9. j
2. b 4. e 6. d 8. f 10. g
Julie: Tom, can you please help me record a couple 7 1. d 2. a 3. c 4. e 5. b
of outgoing messages?
Tom: Sure, Julie. First, enter your access code.
Julie: All right. I’ve entered my access code. Now 4
what?
Handling Mail
Tom: Dial 500*. page 16
Julie: 500*. OK.
Tom: Now press 1 to record a daytime message or
1 1. stamp each document with the correct date
2. it is documented in the mail log
2 to record a nighttime message. Have you got
3. Customer Service
a message ready?
4. Mrs Holmes
Julie: Yes, it’s right here. I wrote it yesterday. 5. Human Resources
Tom: Fine! All you need to do is press the “Program”
button and begin speaking. When you have 2 1. department 3. online
finished, press 3 to stop recording. 2. 15.00 4. second class
Julie: “Program” before I speak and 3 to stop 4 1. F you collect the mail from the outgoing mail
recording. OK. That sounds easy enough. basket in each department
How can I review my message? 2. F check that the address includes the correct
Tom: Press 4 to review your message. Then if you postcode
want to change something, press 5 and you 3. T weigh the envelopes and determine the
can modify the message. postage
4٫ T use second class post unless the item must
Julie: I’m not sure if my nighttime message is OK.
reach its destination the next day
I wrote “This is Allan Hill Tours. Our offices
5٫ T all legal documents must be sent by
are closed at the moment. Please call back
registered mail
between 9 am and 5 pm. For emergency
situations, please press 111 now.” How does
that sound? Working with Vocabulary
Tom: Great! page 17
Julie: Really? Thanks, Tom. 5 1. c 3. g 5. b 7. e 9. h
Tom: Sure. Call me if you have any problems. 2. a 4. f 6. d 8. i
6 1. D 3. D 5. S 7. S
1. b 2. a 3. c 4. b 5. c 2. S 4. S 6. S 8. S
Answer Key
Monica: If you accidentally open a confidential
or personal letter, close it, write on the
envelope, ‘opened in error’ and sign your 5
initials. You can also apologise to the
person the letter is addressed to.
Shipping
page 20
Sam: What do I do if a letter should go to more
than one director or department? 1 1. T 2. T 3. F 4. F 5. T 6. F
Monica: In that case, you should attach a routing
slip to the letter. Page 21
Sam: What’s a routing slip? 2 1. month 4. 2,000
Monica: Here, I’ll show you. It’s a special form for 2. 20% 5. smartphones
distributing a letter with a few recipients. 3. a few
You list all the people or departments who
should see the letter in this form. Each
4 1. They offer the best rates at the moment
2. They guarantee fast shipping.
person who’s read the letter ticks his or her
3. The shipment was free of damage.
name and passes it on to the next person
on the list. If the letter is very important,
don’t use the routing slip. Photocopy the Working with Vocabulary
letter and give a copy to each director.
5 1. transports 6. international
Sam: Thanks, Monica. You’ve been a great help. 2. goods 7. boat
3. the sea 8. goods
Tick: 1, 3, 6, 7 4. size 9. prices
5. receives 10. an estimated
Using a Courier Service 6 1. onto 3. has come from
page 18 2. from 4. will arrive
1 1. DLT Electronics 7 1. compete 5. free of charge
2. Birmingham, UK 2. guarantee 6. loss
3. 2nd February, 2013, 11.00 am 3. contact 7. reliable
4. computer parts 4. free of damage
5. 17.9 kg
6. 12 cm, 8 cm
7. keep dry, keep away from heat Your Turn
8. 3rd February, 2013, 4.00 pm
2 1. organising 4. file Mrs Sullivan: Good afternoon, Mr Becker. This is
2. box 5. call Mrs Sullivan, Shipping Operations
3. address Manager at Wilson Microsystems
International.
page 19 Mr Becker: Good afternoon, Mrs Sullivan. How can
I help you?
4 1. Put the goods in a box.
Mrs Sullivan: Ocean Shipping has given us a quote
2. Weigh and measure each package.
for a shipment to the port of Algeciras
3. Make sure the recipient’s address is written
in Spain and I’m surprised we haven’t
clearly.
been offered a discount.
4. One copy goes to the courier.
5. Access the courier’s website … / The website Mr Becker: I’m sorry, Mrs Sullivan, but at the
has got updates on all the shipments. moment we can only offer a 20%
discount on shipping orders over
£1,200.
Working with Vocabulary
Mrs Sullivan: But other shipping companies are
5 1. a, c 2. a, b 3. a, b 4. a, b offering better rates – with discounts
on shipping orders over £1,000.
6 1. this side up 3. handle with care
2. keep away from heat 4. keep dry Mr Becker: Yes, but I’m quite sure those
companies don’t guarantee fast
7 1. measure 5. wrap shipping. As you know, our freights
2. bubble wrap 6. update are always delivered on time and free
3. inspect 7. height of damage. I’m sure your customers
4. good condition have never complained about our
shipments. Loss or damage is never an
8 1. signature 4. paperwork issue for companies who work with us.
2. parcel 5. insure
3. pick up Mrs Sullivan: That’s true. You are very reliable. Still,
other shipping companies are offering
better rates, and also the possibility of
tracking shipments online.
Answer Key
Mr Becker: We are working on an online tracking
system at the moment. It should be
ready next month. 6
Mrs Sullivan: Next month, really? Receiving Calls
Mr Becker: Yes, and I really don’t think anyone can page 24
compete with our excellent service.
1 1. Always answer a call before the third ring.
Mrs Sullivan: Mr Becker, would it be possible to 2. Greet callers by introducing yourself and your
meet with you at your offices to organisation.
discuss our shipping requirements? 3. Always ask for permission to put a caller on
Maybe you can offer us better shipping hold.
rates if we guarantee certain shipping 4. Tell the caller who you’re transferring them to
volume? I’m sure we can find a and announce the caller to that person.
solution. 5. A meesage must include … the date and time of
Mr Becker: I’m travelling to Brussels tomorrow but the call.
I’ll be back next week. We can meet 6. Before ending the call, make sure you’ve
next Monday at my office if that’s OK answered all the caller’s questions.
for you.
Mrs Sullivan: Yes, next Monday sounds good.
2 1. manager 4. Of course
2. company 5. phone
3. fax
1. quote 4. next month
2. 20 5. his office 4 1 F 2. F 3. F 4. T 5. DS
3. fast shipping
Working with Vocabulary
Import and Export page 25
Page 22
5 1. b 2. b 3. a 4. a 5. a 6. b 7. a
1 1. Connecting Buyers with Asian Manufacturers.
2. offers you assistance in finding reliable suppliers 6 1. speak clearly
to match requirements. 2. introduce
3. hang up
3. Our personnel visit suppliers to ensure their
4. avoid
professional standards.
5. return your call
4. Assistance in negotiations 6. greet
5. Packaging solutions and shipping 7. ask for permission
arrangements 8. create a positive impression
6. minimise costs … means cheaper … business
7 1. ring 5. line is buy
2 1. money 4. recommend 2. friendly tone 6. professionally
2. price 5. paperwork 3. call you back 7. transfer calls
3. difficult 4. urgent 8. pleasant
page 23
Your Turn
4 1. import-export 4. one or two
2. much money 5. a sourcing company Phone call 1:
3. buy
Robert: Good morning, L Brothers, Robert Martin
speaking. How can I help you?
Working with Vocabulary Susan: This is Susan Peters. Can I speak to Mrs
5 1 f 2. a 3. e 4. b 5. d 6. c Stevens, please?
Robert: I’m afraid she’s out at the moment. Can I
6 1. start a business 5. foreign
take a message?
2. resale 6. advantage
3. ensure 7. requirements Susan: Yes, could you ask her to call me at 0117-
4. trade 8. shipping arrangements 555-1427? I have to talk to her about the
Taylor contract. It’s quite urgent.
7 1. minimise costs 5. sourcing Robert: Is that 0117-555-1427?
2. run a business 6. secure transactions
3. negotiations 7. follow-up Susan: Yes, and my name is Susan Peters. I’m the
4. trust 8. manage risk lawyer who’s handling the Taylor contract.
Robert: OK, Ms Peters. I’ll make sure Mrs Stevens
gets your message as soon as possible.
Susan: Thank you, bye.
Robert: Have a nice day. Bye.
Answer Key
Phone call 2:
Isabel: Good afternoon, Technotoys, Isabel Crane
speaking. 7
Bob: Good afternoon. Is Jack Barnes in? Scheduling Meetings
Isabel: May I ask who’s calling? page 28
Bob: This is Bob Green from Top-Shop 1 1. 9th January, 2014
Department Stores. 2. the conference room
Isabel: One minute, I’ll put you through. I’m sorry, sir, 3. 9.00 am
but Mr Barnes’ line is busy right now. Shall I 4. 1.30 pm
put you on hold or would you like to leave a 5. presentation
message? 6. sales figures
Bob: I don’t mind waiting. I need to talk to him 7. new marketing strategies
about our latest order. It’s very urgent. 8. microphone
9. refreshments
Isabel: OK, I’ll connect you as soon as possible. I’m 10. 5th January, 2014
putting you on hold now.
Bob: Fine. 2 1. assistant 4. morning
2. diary 5. perfect
Isabel: Thank you for your patience.
3. day
Phone call 1: 1, 2, 4, 5 4 1. c 2. b 3. c
Phone call 2: 3, 5
Working with Vocabulary
Following Up on Messages page 29
page 26
5 1. a 2. a 3. b 4. a 5. b
1 1. Anne
2. Bert 6 1. participants
3. a copy of the contract 2. organise, light refreshments
4. products 3. convenient, Let’s try for
5. it’s urgent 4. attend, reschedule
6. delivery of computer equipment 5. book a conference room
7. the quotes she received 6. hold a meeting, check the diary
8. contact / speak to Emma 7 Tick: 1, 5, 6, 7
2 1. afternoon 4. right away 8 2. postpone
2. go over 5. last week 3. reschedule / postpone
3. delivery 6. invoice 4. attend / organise
4 Call 1: Sara Fields, CI Exports, Nancy Ford, the
contract Your Turn
Call 2: Janet Blake, EL Gardening, Gerald,
a delivery
Tom: Good morning, Brooke.
Brooke: Good morning, Tom. Can I help you with
Working with Vocabulary anything?
page 27
Tom: Yes, I need you to organise our meeting
5 1. discuss with LabTools.
2. as soon as possible Brooke: Of course. When is the meeting scheduled
3. essential for?
4. interrupt
Tom: It’s going to take place on Wednesday, 4th
5. get back to you
March, from 10.00 am till 12.00 pm.
6. handles problems
7. regarding Brooke: Is it an on-site or off-site meeting?
Tom: It’s an on-site meeting. We’ll need the large
6 1. d 2. c 3. b 4. a 5. f 6. g 7. e
conference room.
7 1. more 5. didn’t talk Brooke: OK, I’ll book the large conference room for
2. explain exactly 6. answered the phone 4th March, from 10.00 till 12.00. Who’s
3. very 7. didn’t finish the going to attend the meeting?
4. don’t answer 8. look at Tom: All the production team leaders will be
8 1. a, c 2. a, b 3. b, c 4. a, c there with me, plus the CEO. There are
going to be four people from LabTools.
Altogether, we’ll be 20 participants.
Answer Key
Brooke: I see – 20 participants, including the CEO.
Do you need any audio-visual equipment
for the meeting? 8
Tom: Yes, we’ll need a laptop, a screen and a Planning Meetings
projector for our presentation. page 32
Brooke: Right, laptop, screen, projector. OK. I’ll
organise the equipment. Shall I arrange 1 1. A discussion about new marketing region
some refreshments? 2. At the Bluemoon Restaurant.
3. An orientation meeting for new reps.
Tom: Yes, some light refreshments, please – 4. the financial situation
biscuits and cold drinks. 5. mid-Aprill
Brooke: I’ll take care of that. Biscuits, cold drinks
and I’ll arrange to have some fruit, too. 2 1. laptop 4. lunch break
There are always people on a diet. 2. presentation 5. Future
3. 20 minutes
Tom: Good idea, Brooke.
Brooke: Is there anything else I should know? 4 1. greet customers, hand out name tags and
Tom: Yes, I’d like you to take minutes at the brochures
meeting. 2. 9:45-10:00
3. Adam’s presentation (Robotic Technology News)
Brooke: No problem. 4. 10:45-11:05
5. coffee break
1. 4th March 6. presentation: Unmanned Vehicles
2. 10.00 to 12.00 7. 12:35-13:00
3. large conference room 8. lunch break
4. 20 9. demonstration of new line of products
5. CEO 10. 16:00-17:00
6. screen 11. Strategies for the Future
7. projector
8. biscuits
9. cold drinks Working with Vocabulary
page 33
Booking Off-site Events 5 1. line of products 5. hand out
page 30 2. opening remarks 6. name tag
3. attendance list 7. board of directors
1 1. F 2. DS 3. T 4. T 5. F 6. DS 4. closing session
2 1. annual 4. projectors 6 1. d 2. b 3. e 4. a 5. c
2. participants 5. three
3. October 6. this week 7 1. e 2. c 3. b 4. d 5. a
Answer Key
main points. Next, we’re going to discuss Working with Vocabulary
quarterly sales in the different regions. page 37
We’ll go round the table and each of you
will give us a report of sales in your region 5 1. b 2. a 3. d 4. c 5. f 6. e
during the last three months. After that, 6 1. a, c 5. a, b
Nicole is going to give us a presentation 2. b, c 6. b, c
on how we can improve our sales. We’ll 3. b, c 7. a, b
see new methods to market our line of 4. a, c 8. b, c
products. I’m afraid we won’t have time to
discuss the new brochures today, but I’m 7 1. seen 4. famous
going to schedule a special meeting for 2. electronics 5. cupboard
that next week. OK, let’s start with the 3. artwork
report from the board meeting.
8 1. variety 4. specifications
2. giveaways 5. deposit
1. northwest 4. June
3. display 6. feature
2. is 5. three months
3. conference call 6. aren’t.
Your Turn
Taking Minutes
page 34 Lily: Good morning, Mr Arnold. My name is
Lily and I’m phoning from The Apple Tree
1 1. 5th, October, 2013, J Taylor and Sons Head Convention Centre. I understand your
Offices company, Global Bookstore, is interested
2. Jenny Dale, Susan Rogers in taking part in our Book Exhibition.
3. expanding the product line
4. the last quarter / three months ago Mr Arnold: Yes, that’s correct.
5. additional current purchasing information, the Lily: I’ve looked at your registration form, and
Sales and Marketing Director (Rick May) I’d like to ask you a few questions about
6. Chief Financial Officer (Dan Binder), 22nd your requirements. First of all, what kind
October of books does your company publish?
Mr Arnold: We produce travel books.
2 1. Thursday 4. after
2. make sure 5. everyone Lily: Travel books? Right, so your booth is
3. who going to be in the reference section.
What size booth do you want? Have you
page 35 got any specifications?
Mr Arnold: Well, we need a medium-size booth with
4 Tick: 2, 3, 5, 6 a stand for displaying our books. But
we’d like to hang a banner that’s about
Working with Vocabulary two metres long above the stand – so it
should be long enough for that.
5 1. g 2. a 3. d 4. e 5. f 6. b 7. c
Lily: Two metres? That’s fine.
6 1. b 2. b 3. a 4. a 5. b 6. a 7. a Mr Arnold: Good. Tell me please, how far from the
7 1. a 2. b 3. b 4. a 5. b 6. a 7. b 8. a train station is the exhibition located?
Lily: The convention grounds are very close to
the train station – a three-minute walk.
9 But the convention grounds are huge, so
it’s another five-to ten-minute walk to the
Organising Exhibitions exhibition itself.
page 36 Mr Arnold: I see.
1 1. marketing solutions, the latest marketing trends Lily: There is a car park for the companies
2. 2nd-5th February, 2014 presenting at the exhibition. How many
3. Agoda Convention Centre, Hong Kong parking places does your company
4. Fill in the registration form and send it in with a need, Mr Arnold?
deposit. Mr Arnold: Um … we’re going to need three parking
5. by telephone, fax or e-mailr places, please.
Lily: Three parking places for Global
2 1. tomorrow 4. big
Bookstore. OK. If you have any
2. two 5. under
questions or requests, please call me,
3. website
Lily at 0131-496-0088 and I’ll be happy
4 1. company logo 6. website designs to assist you.
2. slogan 7. A main stand Mr Arnold: 0131-496-0088. OK, Lily. Thank you.
3. award-winning adverts 8. pamphlets
4. laptops 9. giveaways 1. c 2. a 3. e 4. b 5. d
5. video clips
Answer Key
Answer Key
Answer Key
4 1. press ‘in’ Matt: What seems to be the problem, Mrs
2. in a locker / locked in a locker Jackson?
3. clean desk of papers Mrs Jackson: We keep having paper jams.
log off computer
Matt: I’m sorry about that, Mrs Jackson. I’ll
lock all doors, windows, drawers and filing
transfer you to the Technical
cabinets
Department. They deal with paper
jams. I’m sure they’ll solve the
Working with Vocabulary problem.
page 47 Mrs Jackson: Thank you.
5 1. e 3. j 5. c 7. f 9. i
2. h 4. d 6. a 8. g 10. b Jade: Good morning, Lloyds’ Office
6 1. D 2. S 3. D 4. D 5. S 6. S Equipment. Jade speaking. How can I
help you?
7 1. lock, key Brian: Good morning, Jade. My name’s
2. question Brian Harris and I’m calling from
3. valuables, security guard Harford College. There’s a problem
5. safety, surveillance system with the goods we ordered.
8 1. valuables 5. firewalls Jade: Can you tell me the order number,
2. protect 6. alert please?
3. viruses 7. keys Brian: Just a minute. Yes, it’s 25331-DK.
4. security cameras 8. question Jade: OK, I see that you ordered five filing
cabinets. What’s the problem, Mr
Harris?
12 Brian: We ordered five three-drawer filing
Customer Service cabinets, but we received two-drawer
filing cabinets.
page 48
Jade: Yes, I see that your order was for
1 1. complained three-drawer filing cabinets, not two-
2. reputation drawer ones. I apologise for that, Mr
3. friendly, respectfully Harris. I assure you we’ll solve the
4. the customer’s / his /her problems and needs problem today. I’ll make sure the
5. mustn’t correct order reaches you by 5.00 this
6. solution afternoon, and the wrong ones are
7. follow up to check / Check picked up at the same time.
2 1. seat 4. last Brian: Thank you, Jade.
2. transferred 5. again
3. complaint 6. best 1. Matt 6. Brian Harris
2. Lake Tours 7. two-drawer
page 49 3. paper jams 8. three-drawer
4. technical department 9. 5.00 this afternoon
4 1. a, b, c 5. Jade 10. picked up
2. b, c
Handling Complaints
Working with Vocabulary page 50
5 Tick: 1, 3, 5, 6 1 1. To complain about her family’s holiday / the hotel
6 1. d 2. h. 3. c 4. a 5. e 6. g 7. b 8. f 2. small and uncomfortable, air-conditioner was old
and made a noise, curtains were torn, problems
7 1. reputation 5. in the long run with hot water, smelled of cigarette smoke
2. argue 6. assure 3. The swimming pool was closed for two days.
3. enquiries 7. solve 4. a full refund and compensation
4. treat 8. keep a promise
2 1. may 4. assist
2. goods 5. soon
Your Turn 3. manager
4 1. Mikhail Romanov
Tom: Good afternoon, Lloyds’ Office 2. Moscow Antiques
Equipment. Matt speaking. How may I 3. Amy Kim
help you? 4. all the goods are damaged / all the items are
Mrs Jackson: Hello, this is Mrs Jackson from Lake broken
Tours. We’re having a problem with a 5. talk to manager of Export Department (Mr Clark)
photocopier we bought from you last
month.
Answer Key
Answer Key
1. 2-3 times a week 7 1. g 2. e 3. a 4. b 5. d 6. f 7. c
2. nut
3. number of calories, price 8 1. figures
4. 25-50p 2. purchase
5. no 3. an increase, a decrease
6. 46 4. profitable
7. female 5. gross, net, deductions
8. full-time job
Your Turn
Marketing Strategies
page 54 Radio Host: Good evening to all our listeners. Today
on Talking Business I’m going to
1 Tick: 2, 3, 6, 8, 9
interview Sue Rice, a business analyst
2 1. home 4. cost who has worked in London since 1998.
2. slow 5. think Sue, welcome to our show.
3. increase 6. address Sue Rice: Thank you for inviting me.
Radio Host: Sue, we hear about businesses going
page 55 out of business because of cash flow
4 1. b 2. a 3. b 4. b 5. b problems. Is a cash flow problem always
so serious?
Sue Rice: It can be. Let’s start by explaining how a
Working with Vocabulary cash flow problem is created. It often
5 1. c 2. d 3. f 4. a 5. e 6. b begins when customers make very slow
payments. As a consequence, the
6 Tick: 2, 4, 5 business hasn’t got enough cash and it
7 1. demonstrations 4. have never heard can’t pay its creditors – suppliers,
2. sales 5. like shippers, etc, in time.
3. giving a free sample 6. sorry Radio Host: What should a business in this situation
do?
8 1. in comparison to 4. specialise
2. stages 5. take advantage of Sue Rice: First of all, it should only pay the
3. image amounts that it absolutely has to – the
employees’ salaries and suppliers’
invoices.
Answer Key
2 1. clothes 4. loans Your Turn
2. check 5. Absolutely
3. goods
Mrs Conrad: Hello, Mr Rich. How can I help you?
4 1. before 3. quickly / fast Mr Rich: Well, Mrs Conrad. As you know, I
2. balance sheet 4. owes opened Clean Right, a cleaning service
business, two years ago. At the
Working with Vocabulary moment we’re trying to minimise our
page 59 expenses as much as possible, but
we’re facing some financial difficulty.
5 1. Liabilities 4. property Times are hard for small businesses
2. Merchandise 5. Investors and it’s difficult to deal with slow-
3. assets 6. Turnover paying customers, so I’m here to ask
for a line of credit.
6 1. b 2. b 3. b 4. a 5. b 6. b
Mrs Conrad: How much money do you need?
7 1. equivalent 5. Equity Mr Rich: Well, we were thinking of applying for a
2. sign 6. in stock, out of stock line of credit up to £75,000.
3. own 7. current, non-current
4. composition Mrs Conrad: £75,000? And what are you going to
do with this money?
8 1. a 2. b 3. b 4. a Mr Rich: We have to pay off some debts to our
suppliers and we also need to
purchase some new equipment. I
15 assure you, Clean Right is a profitable
business. Here are our financial
Banking projections for next year. They’re very
page 60 good. Do you think our request will be
1 1. £1,000 approved?
2. The interest rate is fixed for the loan. Mrs Conrad: Mr Rich, you’re a long-time customer
3. £100 arrangement fee at our bank and your credit rating is
4. the same day good, so I’m optimistic.
5. between / over 12 months to 10 years Mr Rich: And how much is the arrangement fee
for a line of credit?
2 1. problem 4. cash
2. expenses 5. statements Mrs Conrad: The arrangement fee is only 1% and
3. bank the monthly interest rate is just 7.25%.
Mr Rich: A 1% arrangement fee – that’s £750,
page 61 and a 7.25% monthly interest rate? I
see.
4 1. To apply for a line of credit.
Mrs Conrad: And remember, you only pay interest
2. a credit card
on the amount of money that’s used.
3. No collateral is needed.
However, a £75,000 line of credit must
4. $50,000
be secured by collateral.
5. financial statements
Mr Rich: My house can be my collateral. The
house’s market value is about
Working with Vocabulary £275,000.
5 1. borrow 4. standing order Mrs Conrad: OK. Leave all your documents and
2. business account 5. terms details with me. I have to discuss your
3. overdraw request with the bank manager, but I’ll
get back to you later today.
6 1. c 2. a 3. e 4. d 5. b
Mr Rich: Thank you very much.
7 1. projection 4. personal guarantee
2. deny 5. payment holiday 1. cleaning service
3. secured 2. ask for a line of credit
3. £75,000
8 1. collateral 4. lent
4. suppliers
2. projection 5. credit limit
5. new equipment
3. branch 6. denied
6. 1% of the amount
7. 7.25%
8. His / Mr Rich’s house
Answer Key
Answer Key
2 1. online 4. test Your Turn
2. 30 5. approve
3. produce
Alison: Hello, Joe. How was your time management
4 1. in business for over 30 years course?
2. high-quality products Joe: Hi, Alison. It was very interesting.
3. use an escrow services
Alison: Really? What did you learn – any good tips?
4. 30-day returns policy
Joe: Lots. I’ll give you my notes later. Most tips
were quite logical, really. For example, you
Working with Vocabulary should keep a diary at work. At the end of
page 67 each day, decide if anything was
5 1. b 2. b 3. a 4. b 5. a 6. a unnecessary and evaluate what took up too
much time.
6 1. f 2a 3. g 4. e 5. b 6. d 7. c Alison: That makes sense. What else?
7 1. handmade 5. sensible Joe: We learned about prioritising – deciding
2. prevent 6. intentions what’s most important and urgent to do.
3. packaging 7. intermediary They also talked about phone calls. For
4. allow example, you shouldn’t stay on hold for a
long time, and if you leave a message, you
8 1. fraud 4. go wrong should always make sure it’s absolutely clear.
2. striking 5. neutral Anyway, enough about me. How was the
3. venture 6. assess bushcraft workshop?
Alison: It was amazing – a real challenge!
Answer Key
2 1. survey 4. colours Your Turn
2. line 5. focus
3. changes 6. meet
Brian: How’s your new job, Sandra? Do you get
along with your supervisor?
page 71
Sandra: Yes, Brian. She’s really nice. She has lunch
4 1. problematic with us in the cafeteria every day, and last
2. new line of summer clothes week, we all went out for a drink after
3. style work to celebrate my birthday.
4. style and colours Brian: Really? I wouldn’t want my boss to go
5. Thursday morning out with me for a drink. Work is work and
friends are friends. I think they should be
Working with Vocabulary kept separate.
5 1. cooperate 3. a reasonable Sandra: I see your point, but you spend most
2. come up with 4. point of view of your day at work. You can’t only talk
about work all day. Naturally, people know
6 1. b 2. a 3. b 4. a 5. a a lot about your life – your family, your
interests.
7 1. c 2. b 3. e 4. f 5. d 6. a
Brian: I don’t know. My boss is a very good
8 1. demotivating 5. Personal accountability manager – a real leader. He’s excellent
2. perform 6. facilitate at giving service to customers. Everyone
3. encourage 7. input sees him as a model, an inspiration. You
4. prove 8. commitment can learn so much from watching him
work with customers. He really listens
to them and resolves their problems in a
18 calm, respectable manner.
Sandra: He sounds great.
Leadership Skills Brian: He is, and it doesn’t matter that I don’t
page 72 know anything about him personally,
1 1. F You can learn to be a leader except that he’s married and he loves
2. T Try to identify potential problems rugby. He doesn’t socialise with his
3. F Make sure your employees know what you employees.
are doing and planning Sandra: But Brian, is he pleasant?
4. T receive continuous training Brian: Yes, he praises us a lot – he thanks us
5. T Visit each department on a regular basis for our work. He also gives us excellent
2 1. five 4. themselves training sessions that are very motivating.
2. sit 5. short Sandra: Well, my manager’s training sessions
3. fine are also very good. They’re interesting
and clear and I feel comfortable asking
page 73 questions. The only thing that bothers
me is that she’s always answering phone
4 1. to be a manager calls in the middle of training sessions. It’s
2. solve problems / make decisions sometimes hard to focus.
3. make decisions / work things out for themselves
Brian: Well, I guess every manager has a
4. time to get her own work done
different work style – there isn’t one
5. a daily meeting (with her team) to discuss
correct way to do things.
problems
6. learn from each other, more time
Brian’s supervisor: 2, 3, 4, 5
Sandra’s supervisor: 1, 5, 6
Working with Vocabulary
5 1. direct 5. approach Strategy Planning
2. enhance 6. delegate page 74
3. lead to 7. praise
4. socialise 1 1. b 2. b 3. c 4. d
7 1. b 2. b 3. a 4. b 5. a 6. a 7. a
Answer Key
page 75
Your Turn
4 1. down the road from
2. water Welcome to Radio NSF. Today we have some tips
3. personal, unique on how to prepare for a successful job interview.
4. to define the issues clearly First of all, be on time. This is very important. Arriving
5. the board late makes a very bad impression.
Second, dress professionally. Don’t wear the same
Working with Vocabulary clothes that you wear to hang out with your friends.
5 1. d 2. f 3. a 4. e 5. b 6. c It’s important to make a good first impression.
Third, answer questions clearly and politely. Don’t
6 1. navigate 5. be caught off guard just say ‘yes’ or ‘no’. Give examples.
2. overcome 6. substitute
Fourth, bring a copy of your CV and any other
3. put out fires 7. in light of
relevant documents. Make sure all your documents
4. force
are well organised in one folder.
7 1. revolution 5. step back Finally, practise. Make a list of the questions an
2. distraction 6. set aside interviewer might ask. With a friend, practise asking
3. reinvent 7. awareness and answering the questions.
4. broader perspective 8. bargaining power Everyone gets at least a little nervous before an
interview. It’s quite natural. If you follow these tips,
you will feel confident during your interview – and will
19 hopefully get the job. Oh … and one last tip – don’t
forget to smile!
Applying for a Job
page 76
Tick: 1, 2, 4, 5, 6, 8
1 1. F a small team
2. F must participate in exhibitions Interviewing
3. T identifying and targeting new markets page 78
4. T lead and motivate a sales team
5. T ability to analyse local markets 1 1. Coventry
6. T effective negotiating skills 2. No, she didn’t.
7. F fluent in Russian 3. Computer skills: Word, Excel, PowerPoint
8. T relocation to Moscow 4. English and Russian
5. 1
2 1. Pleased 3. challenge
2. Sales Manager 4. Russian 2 1. have a seat 4. first year
2. details 5. Monday
page 77 3. no problem
4 1. Sales 4. loves 4 1. d 2. b 3. a 4. e 5. c
2. Business Studies 5. people
3. three Working with Vocabulary
page 79
Working with Vocabulary
5 1. permanent 6. schedule
5 1. c 2. a 3. e 4. b 5. d 2. temporary 7. fire
3. starting salary 8. recruit
6 1. headquarters 4. incentive 9. retirement benefits
2. relocation 5. shift work 10. health insurance
3. educational background
4. logistical support 6 Answers will vary.
5. secondary school, vocational course
7 1. d 2. b 3. e 4. a 5. c
7 1. outgoing – introverted
2. insecure – confident 8 1. a 2. b 3. b 4. a 5. a
3. hard-working – lazy
4. organised – messy
8 1. knowledgeable 5. anxious
20
2. organised 6. introverted Preparing a CV
3. hard-working 7. insecure page 80
4. responsible 8. messy
1 1. six 4. Yes.
2. Yes. 5. No.
3. Yes.
Answer Key
2 1. Work experience 4. Education Interviewer: I see. I’m sure you understand that the
2. Personal details 5. Work experience Sales Director at our company is a very
3. Personal details important position, with a lot of
responsibility. We are looking for
Working with Vocabulary someone with excellent managerial
skills. Why do you think you are a good
page 81
candidate for this position?
3 1. a 2. b 3. a 4. b 5. b 6. b 7. b 8. a Jonathan: Because I’ve got a lot of experience in
identifying and targeting new markets
4 Personal details: married, single, gender, male,
and I’m a very experienced negotiator. I
divorced, female, marital status
also know how to motivate a sales
Education: graduate, certificate, Bachelor’s degree,
team.
formal training
Interviewer: Thank you, Jonathan. We’ll be in touch
5 1. single, divorced 4. personal details with you shortly regarding our final
2. formal training 5. current job decision.
3. Bachelor’s degree 6. foreign language
1. four 4. 15%
2. 18 5. team
Your Turn 3. Japan 6. a sales team
Answer Key
page 104 page 108
Answer Key
Unit 19 – An e-mail requesting job
information
1 1. In the Rutland Express, 20th September.
2. Yes, she is.
3. If it involves travelling abroad.
4. Are they willing to accept applications from
people without previous managerial experience.
page 112