new

Kim
long
messages
access number
contact Lucy

4
3
send
1

listen 4
7

of course

office

number
 location
replay
retrieve
modify
save
review
 3
password 2
5
6
4
8
10
7
italics 1
underline
9

upper case letters lower case letters

5
3

bold cut
1
4

copy paste

flow chart
 international

sender
sort

collect

mail log
registered mail
2
5 postcode
1
6

7
9

s
T

F
F

F
 onto

from

has come from

will arrive

compete

guarantee

contact

free of damage
free of charge

loss

reliable

quote
20

fast shipping

next month

his office
 Connecting Buyers with Asian Manufacturers.
offers you assistance in finding reliable suppliers to
match requirements.
Our personnel visit suppliers to ensure their professional standards
Assistance in negotiations
Packaging solutions and shipping arrangements
minimise costs and secure transacrions

difficult

recommend

money

paperwork

price
 import-export
much money
buy
one or two
a sourcing company

2
4
6
5
3
1

start a business advantage

resale requirements
ensure
trade shipping arrangements
foreign

minimise costs

run a business
negotiations

trust
sourcing
secure
transactions
follow-up

manage risk
 manager

company

fax

of course

phone

f
f
f

t
ds
 ring
friendly tone

call you bank

urgent
line is buy

professionally

transfer call

pleasant

speak clearly x

introduce x

hang up x

avoid x x

return your call

greet

ask for permission

create a positive impression

Anne

Bert

a copy of the contract

products
Sara Fields Janet Blake

it´s urgent
CI Exports El Gardening
delivery of computer equipment
Nancy Ford Gerald
the quotes she received
the contract a delivery
speak to Emma
 discuss

as soon as possible

essential

interrupt

get back to you

handles problems

regarding

3
2
1
7
5
6
 refreshments

assistant

diary

day

morning

perfect
 x

x
x

2. postpone 3. reschedule 4. attend

participants

organise 4th March 10.00 to 12.oo

ligh refreshments
convenient large conference room
20
Let´s try for
CEO

attend
screen
projectors
reschedule biscuits
book a conference room cold drinks

hold a meeting
check the diary
 annual

partiicipants

October

projectors

three

this week

f find

ds 14th
16th november
t
exact
t

f coffee breaks
lunch
ds
dinner

convetion hall

quotes

the weekend
x

x
convetion
x
auditorium
buffet lunch

x catered

in advance
registration

laser pointer

success

7
2
1
4
3
6
8
5
 laptop

presentation

20 minutes

lunch break

future

a discussion about new marketing region

At the Bluemoon Restaurant greet customers, hand out name

9.45-10.00 tags ans brochures
Adam´s presentation (Robotic
An orientation meeting for new reps Technology News)
10.45-11.05
coffee break
presentation: Unmanned Vehicles
the finanvial situation
12.35-13.00
lunch break
demonstration of new line of
mid-April
16.00-17.00 products Strategies for the
future
 line of products

opening remarks
attendance list
5
closing session
3
2
4
hand out
1

name tag

board of directors
day
week
month
three month
year

4
2
5

3
 5th October 2013
J Taylor and Sons Head Offices
Jenny Dale
Susan Rogers

expanding the product line

three month ago

aditional current purchasing
Information, the Sales and Marketing Director
Chief Financial Officer

22nd October

thursday

make sure

who

after

everyone
x
x

2
6
7
3
4
5
1
 marketing solutions

2nd-6th February 2014

Agoda Convetion Centre, Hong Kong

Fill in the registration form and send it

in with a deposit

by telephone. fax or e-mail

company logo
slogan

award-winning adverts
laptops
video clips
website desings

a main stand
pamphlets
giveaways
 c
a f
d e

variety
giveaways

display

specifications
deposit

feature

3
 important

you find out

nice
business
pleasure

ask interesting and thoughtfull questions purchasing

nod your head

appropiate international

information
happy
F

produces home automation systems

T

3
T 5
6
7
F 1
4
the domestic market 2
T

x
3
2
x 6
1
x 4
5

x
 TA132
BCIA
3rd March 3.30 pm
4th March 8.00 am
TA145
BCIA London Heathrow
10th March 11.00 am
10th March 11.00 pm

automatic
check carsa
x x
 rent a car

Charlie at Fast Air Reservations

passengers
Because the business class is fully booked driving licence

Unlimited mileage
Hong Kong

12,.55
overweight luggage
insurance

seat assignment
drop off

Dave Banks
26 Kings Road, London
x
x
7th november 11.15
x
14th Nov
Marselle Airport
1
x
x
175€

231€

x
 January

dates

right

quotes

seats

Chinese

a central location
The business trip is three days long

rooms equipped with high speed Wifi

single occupancy
several conference rooms

fitness centre, swimming pool with breakfast

get quotes from two or three hotels

no, it isn´t dinner

 single room

low season

business centre

party

cusine
chef

luxurious standard room

bill
walter

spa
swimming pool
 Employees get four weeks of holidays
leave a year

An employer can restrict when leave can

be taken

An employee can carry over a maximum of five

days to the following year

An employee must bring a doctor´s note he

is ill for three consecutive days

An employee doesn´t get paid when

taking leave for a sick child

instructions

right

ask

keep track of

long
 arrive

leave
work hours
2
notify their manager immediately 4
getting some coffee
1
5
3

csrd reader
x
rbusy period
x
overtime
csrry over

refuse

attend to
overtime
refuse

maternity leave

sick leave
sick note

swipe your card

card reader

refuse

restrict
 f

ds

ds

ds

office

desk press in

in a locker
day

clean desk of papers

log off computer
look all doors, windows,
drawers and filing cabinets
files
windows
 LOOK
key

question

6
10
5 valuables
4
security guard
1
7
8 safety
surveillance system
2
9
3

valuables

protect

viruses

security cameras

D firewalls

alert

S keys

question
D

S
 complained

reputation
friendly
respectfully

the costumer´s
musn´t

solution

check

seat last

again

transferred
best

complaint
 x
reputation
x
x argue

enquiries

x treat
x

in the long run

assure

solve

x keep a promise

Matt

Lake Tours
paper jams

technicial department
4
Jade
7
3
two drawer
1
5 three drawer
8
5.00 this afternoon
6
2 picked up
 may

goods

manager

assist

soon

To complain about her family’s holiday / the hotel

Mikhail Romanov
small and uncomfortable, Moscow Antiques
air-conditioner was old and made a Amy Kim
noise, curtains were torn, problems
with hot water, smelled of cigarette
smoke all the goods are damaged

The swimming pool was closed for two days talk to manager of Export Department (Mr
Clark)
a full refund and compensation
 repair

consequences

The dress is torn. faulty part

The dress has got a hole. compensation
The printer is missing a part
The printer makes a noise.
pricing
The printer is broken.
The milk isn’t fresh.

make a claim

due
be in touch
credit your account
under warranty
defect
overcharge
inconvenience

3
5
6
4
2
1
 know what their customers want
the objectives
who people
each interviewing method
long simple
a small group of people if there are any

thousands

product
open

popular
answer

Tuesday
 interested
Two of the following: Personal interviews Advantages: can show
interviewees demo of the product Disadvantages: expensive, takes a factor
long time Telephone survey Advantages: fast, cheap, reach more / a
lot of people Disadvantages: people refuse to answer the questions, find out
can’t show a demo E-mail survey Advantages: fast, cheap, get
information from thousands of interviewees, can attach pictures and
sound files Disadvantages: people don’t like receiving this type of questionnaire
e-mail and don’t always open it Web survey Advantages: fast, brand
cheap, can show demo, get responses from thousands
Disadvantages: none mentioned
dermo

go ahead
focus group

market research
buying habits

5 x
1
4 x
46 x
3 x

2
 home

slow

increase

cost
x

think
x

address

x
x
 in comparison to

stage

image
specialise

take advantage of

4
6
1
2
5
3

x
 1,226
2,250

355

385

225

150

125

1,108

possinle
small

three

bank
month
Because they’re a profitable company

£125,000

3
To ask customers to pay in advance
4
7
5
2
Because most of their customers are small
businesses with cash flow problems 6
1
To get a loan from the bank

figures
2 purchase
3
5
4 an increase
1
a decrease

profitable

gross
net
deductions

F
T

F
T
 195

YES, IT DOES

42 BEFORE

291 BALANCE SHEET

FAST
NO, IT HASN´T

OWES
 equivalent
liabilities
sing
merchandise

own
assets composition

property equity

inventors in stock

turnover out of stock

current

non-current
 Problem

expenses

bank

cash

£1,000 statements

The interest rate is fixed for the loan

£100 arrangement fee

the same day

over 12 months to 10 years

To apply for a line of credit projection

a credit card
deny
secured
No collateral is needed
personal guarantee

$50,000

financial statements payment holiday

collateral
projection

branch
lent

credit limit

denled

2
5
1

3
cleaning service
ask for a line of credit
£75,000

suppliers
new equipment
1% of the amount
7.25%
Mr Rich’s house
 10% discount

six interest-free monthly payments

gardening
a guaranteed courtesy van

employer’s liability insurance

three
£100,000

£10 million
staff

negligence or mistakes
fees
viruses
money

discount
ds

t van insurance

ds fire insurance

t
public and employer´s
liability insurance

professional indemnity insurance

e-risks insurance

5 x
9
x
3
4
1
2
x
The company offers free
ready-to-use templates to create
sites

A feature to keep customers

coming back for more

this lists products directly on

Facebook page

Customers can browse and shop

on their mobile phones

Gather feedback from customers

Payments by credit cards will be

accepted

Free support 24 hours a day.

 templates

2 your shopping cart

5
1
unlimites
3 bandwidth
4

support

a platform

x
x

compatible

x
impose

x adapt

localisation
x

worth the effort

retail

x
 online

30

produce

test in business for over 30 years

high-quality products
use an escrow services
30-day returns policy
approve
 handmade

prevent
packaging

allow

sensible
intentions

intermediary

fraud
striking

venture

go wrong
neutral

assess

2
5

7
6

4
1
3
unmotivated stressed
comunication skillsunmotivated conflict resolutions

office
laughter yoga
an advisor
 He’s disappointed with Meg’s region’s sales figures

conflict resolution
Their product is the best.
Their promotional material is excellent.
The reps received big bonuses experience

Two of the following: The sales team has lost its team spirit.
challenge
The sales reps seem tired.
The sales team has got a problem with interpersonal skills.
trasure hunt
Using a company that specialises in teambuilding activities
workshop

bond

unmativated
stressed
evaluate
relaxed
shocked
interpesonal
strnuous
prioritise

time

diary

stay on hold

forest

mobile phones

caught
 survey

line

changes

colours

focus

desmotivated meet

Because research has proved that businesses achieve

their goals more quickly and efficiently
when they work as a team

Because teams that work well together

can settle conflicts easier

Alison says some people

work better on their own in a quiet place

It stands or falls by personal accountability

problematic

new line of summer clothes

style

6
style and colours 2
1
5
Thursday morning 3
4

desmotivating
perform

encourage

prove
Personal acconuntability

facilitate

input
commitment
 f You can learn to be a leader
t Try to identify potential problems
f
Make sure your employees know what you are doing and planning
t
receive continuous training
t
Visit each department on a regular basis

five

sit short

fine

themselves
 to be a manager

solve problems

make decisions

time to get her own work done

a daily meeting (with her team)

to discuss problems

learn from each other

more time

direct
enhance
lead to
socialise
approach
delegate

praise
Thursday
prices

competitors

luxurious update

electricity
 navigate

overcome
down the road from
put out fires

water force

be caught off guard

person, unique

substitule
to define the issues clearly

in the light of
the board

revolution

distraction
reinvent

broader perspective
step back

set aside
3
5 awareness
6
bargaining power
1
4
2
f
a small team
f
must participate in exhibitions
t
identifying and targeting new markets
t
lead and motivate a sales team
t
ability to analyse local markets
t

effective negotiating skills

f
fluent in Russianf
t
relocation to Moscow
 sales
business studies outgoing introverted
insecure confident
three hard working lazy
loves organised messy

people

2
4
1
5
3

headquarters

relocation

educational background

logistical support

secundary school

vocational course
 have a seat

details

no problem

first year

Conventry Monday

No, she didn’t

Computer skills: Word, Excel, PowerPoint

English and Russian

1
3
2

5
1
4
 permanent

temporary 4
2
starting salary
5
1
incentive
3

shift work

schedule

fire
recruit

retirement benefits

health insurance
six

yes

yes

no

yes

work experience
personal details
personal details
education
work experience
 single divorced

formal trining

Bachelor’s degree

personal details

current job

foreign language

four
18

Japan

15%

team

a sales team

married graduate
single ceretificate
gender Bachelor´s degree
male formal training
divorced
female
marital status
 Mr Hunter
In The Linton Gazette
28th april 1988
Queen´s Mary´s Collage, Exeter
yes, she is
two

home address
reference from place of work