Collins English For Business Speaking

Collins
En glish f o r Bu sin ess
SPEA KIN G
James Schofield
& Anna Osborn
Har p er Co llin s Pu blish er s
7 7 - 8 5 Fulh am Palace Ro ad
Ham m er sm it h
Lo n d o n W 6 8JB
First ed it io n 2011
Rep r in t 10 9 8 7 6 5 4 3 2 1
© Har p er Co llin s Pu blish er s 2011
ISBN 9 7 8 - 0 - 0 0 - 7 4 2 3 2 3 - 1
Co llin s ® is a r egist ered t r ad em ar k

o f Har p er Co llin s Pu blish er s Lim it ed
w w w .co llin selt .co m
A cat alo gu e record f o r t h is b o o k is availab le

f r om t h e Br it ish Libr ar y
Typeset by David so n Pu b lish in g So lu t io n s, Glasgo w
Print ed in Ch in a by So u t h Ch in a Pr in t in g Co .Lt d
All r ight s r eser ved. No p ar t o f t h is b o o k m ay

be r ep r o du ced , st o red in a ret rieval syst em , or
t r an sm it t ed in an y f o r m o r by an y m ean s, elect ro nic,
m ech an ical, p h o t o co p yin g, r ecor d ing o r o t h er w ise,
w it h o u t t h e p rior p er m issio n in w r it in g o f t he
Publisher. Th is b o o k is sold su b ject t o t h e co n d it io n s
t h at it shall not , b y w ay o f t r ad e o r o t h er w ise,
be lent , r e-so ld , hired o u t or o t h er w ise circu lat ed
w it h o u t t h e p ub lish er 's p rior co n sen t in an y f o r m
o f b in d in g or cover o t h er t h an t h at in w h ich it is
p u b lish ed an d w it h o u t a sim ilar co n d it io n in clu d in g
t h is co n d it io n b ein g im p o sed o n t h e su b seq u en t
pur chaser .
A b o u t t h e au t h o r s
Jи m j s S о h o z i j l б h as w o r k ed in Asia an d Eur o p e as
a Bu sin ess En glish t r ain er an d m at erials d evelo p er
f o r o ver 2 0 year s. A s w ell as d evelo p in g in -co m p an y
t r ain in g co ur ses, he h as w r it t en a lar ge variet y o f
t e ach in g m at erials an d r egu lar ly co n t r ib u t es t o
in d u st r y p u b licat io n s.
A n n и O s0 o r n h as w o r ked as a t each er an d edit o r

acr o ss Eur o pe f o r m or e t h an 15 year s. Sh e has
w r it t en n u m er o u s En glish lan gu age lear n in g
m at er ials in clu d in g b u sin ess an d gen er al st u d y
b o o ks, o n lin e self -st u d y co u r ses an d classr o om
w o r ksh o p s.
Co n t j n t s
I n t r o б u о t io n 2
Sj о t io n 1 - N j t w o r k in g
U n it 1 St ar t in g a co n v e r sat io n 4
U n it 2 Talk in g ab o u t j o b s 8
U n it 3 Sh o w i n g in t er est in o t h e r p e o p le 12
U n it 4 Ex ch a n gin g in f o r m at io n 16
Sj о t io n 2 - T j lj p h o n in g
U n it 5 Co l d callin g 20
U n it 6 Co n f i r m i n g o r r e ar r an gin g ap p o in t m e n t s 24
U n it 7 M ak in g a co m p lain t o n t h e t e le p h o n e 28
U n it 8 D e a lin g w it h a co m p lain t o n t h e t e le p h o n e 32
Sj о t io n 3 - M j j t in gs
U n it 9 Ru n n in g a f a ce -t o -f a ce m e e t in g 36
U n it 10 N e go t iat in g agr e e m e n t 40
U n it 11 A ssig n i n g act io n p o in t s 44
U n it 12 Ru n n in g a t e le co n f e r e n ce 48
Sj о t i o n 4 - P r j sj n t и t i o n s и n б о onz j rj n о j s
U n it 13 Pr e se n t in g a p r o d u ct o r se r vice 52
U n it 1 4 W o r k in g o n a st an d 56
U n it 15 Cl o si n g a sale 60
U n it 1 6 Sa y i n g ' n o ' p o l i t e l y 64
Sj о t io n 5 - I n t j r v ij w s
U n it 17 Th e su cce ssf u l j o b in t e r v ie w e r 68
U n it 18 Th e su cce ssf u l in t e r v ie w can d id at e 72
U n it 19 Ca r r y in g o u t p e r f o r m an ce r eview s 76
U n it 2 0 Pe r su ad in g y o u r m an a ge r 80
A p p j n б i x - Ext e n d e d le ar n in g t h r o u gh CO BU ILD 84
A n sw j r kj y 91
A u б i o s о r ip t s 106
In t r o б u о t io n
Co l l i n s En g l i sh f o r Bu si n e ss: Sp e a k i n g w i l l h e l p y o u m a k e y o u r se l f u n d e r st o o d in b u sin e ss.
Yo u can u se Sp e a k i n g :
• as a se lf - st u d y co u r se
• as a su p p le m e n t a r y m a t e r ia l o n a b u sin e ss co m m u n ic a t i o n o r b u sin e ss En g l ish co u r se .
Sp e a k i n g w i l l h e l p y o u d e v e lo p y o u r sp e a k i n g sk il ls in f i v e m a in ar e as:
• Fa ce -t o -f a ce m e e t i n g s
• Te l e p h o n i n g
• Fo r m al m e e t i n g s a n d n e g o t i a t i o n s
• Pr e se n t in g
• In t e r v ie w s
Sp e a k i n g co m p r ise s a 0 o o k a n d CD . Th e 0 o o k h as 20 u n it s.
A t t h e b a ck o f t h e b o o k t h e r e is:
• u se f u l e xt r a i n f o r m a t i o n f r o m t h e Co l l i n s CO B U ILD Co r p u s a b o u t t h e v o ca b u l a r y in t h e u n it s
• t h e a n sw e r k e y
• t h e scr ip t f o r t h e a u d i o r e co r d in gs.
Th e CD co n t a i n s o v e r 100 t r a ck s o f a u d i o i n c l u d i n g co n v e r sa t io n s, a n d l ist e n in g a n d sp e a k i n g
p r a ct ise act iv it ie s.
U n i t st r u о t u r j
Each o f t h e 2 0 u n it s o f Sp e a k i n g f o l l o w s t h e sam e f o r m a t :
U sj z u l t i p s - g i v e s y o u h e l p f u l a d v ice a b o u t t h e c o m m u n ic a t i o n f o cu s o f t h e u n it
- y o u list e n t o a n d r e ad a co n v e r sa t i o n o r co n v e r sa t io n s. Ke y w o r d s a n d p h r ase s
C o n v j r sи t i o n
ar e p r e se n t e d in b o ld .
U n б j r st и n б i n g - y o u ch e ck y o u r u n d e r st a n d i n g o f t h e co n v e r sa t i o n .
S и y it ио о u r и t j ly - y o u f o c u s o n u sin g t h e r i g h t w o r d s a n d p h r ase s.
S и y it о lj и r ly - h e r e t h e f o cu s is o n p r o n o u n c i n g t h e w o r d s, p h r ase s a n d se n t e n ce s w e ll.
S и y it и p p r o p r iи t j ly - h e r e t h e f o c u s is o n t o n e , f o r e x a m p l e m a k i n g su r e y o u so u n d p o l it e o r
in t e r e st e d .
G j t sp j и k i n g - t h e se e xe r cise s g i v e y o u t h e o p p o r t u n i t y t o p r a ct ise y o u r sp e a k i n g . O f t e n t h i s
in v o lv e s i n t e r a ct in g w it h a sp e a k e r o n t h e CD in a r o le -p lay .
Th e r e a r e also G r и m m и r n o t j s an d C u l t u r и l n o t j s in t h e u n it s.
Sp eakin g
Po w j rj б 0 y C O B U I LD
In o r d e r t o h e l p y o u e xt e n d y o u r v o ca b u l a r y as y o u w o r k t h r o u g h t h e m a t e r i a l, f u r t h e r u ses o f
k e y l a n g u a g e a r e e x p lo r e d t h r o u g h r e f e r e n ce s t o e x a m p l e s t a k e n f r o m t h e Co ll in s CO BU ILD
Co r p u s. If y o u see t h i s ico n CM n e x t t o a w o r d in t h e u n it , t u r n t o t h e A p p e n d i x o n p a g e 8 4
t o f i n d m o r e i n f o r m a t i o n o n m e a n i n g , u sa g e a n d co ll o ca t i o n s r e la t e d t o t h i s w o r d .
U si n g Sp e a k in g
Yo u can e it h e r w o r k t h r o u g h t h e u n it s f r o m U n it 1 t o U n it 20 , o r y o u can p ick a n d ch o o se t h e

u n it s t h a t ar e m o st u se f u l t o y o u . Fo r e xa m p l e , y o u m i g h t w a n t t o co n ce n t r a t e o n Te l e p h o n i n g
b u t n o t sp e n d m u ch t im e o n In t e r v i e w s. Th e Co n t e n t s p a g e s w il l h e lp y o u in y o u r se le ct io n o f
u n it s an d y o u r o w n p la n f o r l e a r n i n g .
St u б y t i p s
• Each u n it sh o u l d t a k e a b o u t sixt y m in u t e s t o w o r k t h r o u g h . Ta k e r e g u l a r b r e a k s a n d d o
n o t t r y t o st u d y f o r t o o l o n g . Th i r t y m in u t e s is a g o o d l e n g t h f o r o n e l e a r n i n g se ssio n .
• Re v ise a n d g o o v e r w h a t y o u h a v e l e a r n t r e gu la r ly .
• Pu t t h e a u d i o t r a ck s o n y o u r m o b il e p h o n e o r M P3 p la y e r so y o u can list e n t o t h e
co n v e r sa t i o n s a n d p r a ct ise a ct i v i t ie s o n y o u r w a y t o w o r k o r w h e n y o u a r e o u t j o g g i n g
o r w alk in g.
• Tr y t o f i n d so m e o n e w i t h w h o m y o u can p r a ct ise y o u r En g l ish , e it h e r f a ce -t o -f a ce , o v e r
t h e p h o n e o r o n l i n e u si n g a w e b ca m .
• N o t e d o w n t h e l a n g u a g e y o u f i n d m o st u se f u l.
Lи n g u и g j l j v j l
Sp e a k i n g h as b e e n w r i t t e n t o h e lp b u sin e ss l e a r n e r s a t B1 le v e l a n d a b o v e (In t e r m e d ia t e t o
A d v a n ce d ).
O t h j r t it lj s
A l so a v a i l a b l e in t h e Co l l i n s En g l i sh f o r B u si n e ss se r ies: Li st e n i n g an d W r it i n g .
U si n g t h j CD
О Th i s ico n in d i ca t e s t h a t t h e r e is an a u d i o t r a c k t h a t y o u sh o u l d list e n t o . Ple ase n o t e

t h a t t h e Sp e a k i n g CD is d e sig n e d f o r u se w i t h a co m p u t e r . If y o u w a n t t o p la y t h e
a u d i o o n a CD p laye r , y o u sh o u l d d o w n l o a d t h e t r a ck s t o y o u r co m p u t e r a n d t h e n
b u r n all o f t h e t r a ck s o n t o an a u d i o CD.
In t r od u ct io n
1 St и r t in g
W h er e do y ou com e fr o m t h en ?
и о o n v j r sи t io n
U SEFU L T I P S
• Successf ul small t alk is not about saying brilliant t hings. It's abo ut com m ent ing on and asking about ordinary
t h in gs w it h convict ion, interest , and ent husiasm .
• M at ch t he m ood o f your conversat ion partner. If t hey are sm iling and cheerful, be ready t o laugh. If t hey
seem serious, be serious too.
• Ask w here your part ner com es from and, w hen som ebody asks you t he sam e t hing, be ready t o add
som et hing int erest ing abo ut t he place.
• Ask w h at your part ner does and, w hen you're asked t he sam e quest ion, d on 't only give a t itle. Ad d a small
piece o f int erest ing or am u sing inform at ion about t he jo b or responsibilit y.
Co n v j r s и t io n s
О List j n t o j x t r ио ts z ro m z our о o n v j r sи t i o n s h j и r б и t и о onz j rj nо j in M и r s j ill j s.
01
1
A: That w as really int erest ing w h at t he last speaker said about opening b ank acco un t s in t he
Caym an Islands.
B: Yes, it w as. So , w h и t б o y o u б o j xои t ly ?
A: I'm и и б o r, и z o r j n sо и б it o r.
B: Ah , urn, you're a forensic, urn, audit or?

A: Yes, t hat 's right .
B: Right , oh. I see. Look at t he t ime! I m ust get t o t he next present at ion...
C: M m m , lovely coffee! I needed t hat . I ju st f lew in from London very early t his m orning.
How б б yo u gj t j j
D: I cam e on t he TGV t rain from Paris.
C: Really? I've never been on t he TGV. H o w lo n g б б thи t t и kj ?
D: Oh, ab out f our hours. But I w as able t o have breakf ast and do som e reading.
C: That sounds nice. I m ust t ry it som et im e. (и rsj ill j s's r j и ly b ea u t i f u l, isn 't it ?
D: Yes, it is. H и j yo u 0j j n j j 0j z o rj ? If you haven't , you m ust ...
E: ...I'm cert ainly loo king f orw ard t o t he dinner t his evening.
F: I am t oo. Especially t he f ish. W e d on 't have m uch fish w her e I live.
Sp eakin g
U N IT 1 | St a r t i n g a co n v e r sa t io n
E: Really? W h j j б o yo u о m j z ro m th j n?
F: Gar m isch-Par t enkir chen. It's in t he m ount ains ju st near M unich. W h at ab out you?
E: I'm from Co r k in Ireland. The high st reet is supposed t o have more pubs t han any ot her t ow n inIreland.
F: Really? I'm go in g t here on a business t rip soon t o visit t he Ap ple fact ory. I m ust see if I can find t ime
t o visit so m e...
G: ...an d t hen I w ent jo ggin g early t his m orning along by the sea. Fant ast ic sunrise com ing up over t he sea.
H: Really? Sunrise, you say?
G: Yes, am azing! Do you like jo ggin g? You should t ry it, you know . It m akes you feel really gr eat all day
long. Just set t he alarm f or 5.30, ju m p o ut o f bed and af t er yo u've been running f or about an hour or
so, go back, have a show er and —
H: So rry, 0 ut б o yo u kn o w w h j rj I о и sm o k j ? I t hink I w ant a cigaret t e before t he next
present at ion. Ah, t hat w ay? Thanks.
U n б j r st и n б in g
Lo o k и g и in и t thj о o n v j r s и t i o n st r и t j g i j s o u t l i n j б in U s e f u l t ip s.
M и tо h thj о o n v j r s и t i o n s t o t h j st r и t j g i j s t h j y ill u st r и t j su о о j ss z u l l y
o r u n su о о j ss z u lly .
Co n v e r sa t io n 1: A Ta lk a b o u t o r d i n a r y t h i n g s w it h co n v i ct io n
a n d e n t h u sia sm .
Co n v e r sa t io n 2: В M at ch y o u r m o o d t o t h a t o f t h e sp e ak e r .
Co n v e r sa t io n 3: С W h e n sa y i n g w h e r e y o u co m e f r o m , ad d
so m e t h i n g i n t e r e st i n g a b o u t t h e p lace .
Co n v e r sa t io n 4: D W h e n sa y i n g w h a t y o u r j o b is, a d d a sm all
p ie ce o f i n f o r m a t i o n a b o u t it as w e ll.
S и y in g it ои о u r и t j ly
Q Co m p l j t j t h j s j n t j n о j s w it h w o r б s z ro m th j 0 o x.
lo o k in g z ro m lo n g 0j j n б o m j и ns gj t lo v j ly о om j i sn ' t
1 H a v e y o u ........................ h e r e b e f o r e ?
2 M m m ,...................... co f f e e ! I n e e d e d t h a t .
3 H o w d id y o u ...................... h e r e ?
4 H o w ........................ d id t h a t t a k e ?
5 I'm a f o r e n si c au d it o r , w h i c h t h a t I h e l p b a n k s m a k e su r e
n o n e o f t h e i r st a f f a r e d o i n g a n y t h i n g i ll e g a l.
6 I'm c e r t a i n l y ...................... f o r w a r d t o d in n e r .
7 I'm A t h e n s. It 's a g r e a t p lace t o live.
Sect io n 1: N et w o r kin g
8 M ar se ille s' s r e a l l y b e a u t i f u l ,........................ it ?
9 So , w h a t d o y o u ........................ e xa ct ly ?
10 W h e r e d o y o u ........................ f r o m t h e n ?
Q A lj x и nб So p h i и и rj и t t j n б in g и p r j s j n t и t i o n in N j w Y o r k . W h i l j w и i t i n g
z o r t h j sp j и k j r , t h j y st и r t u p и о o n v j r sи t i o n . R j o r б j r t h j i r б i и l o g u j so
t h и t it m и k j s s j n s j .
A le x: N o , it 's m y f i r st t r ip .
So p h i a : I'm a f o r e n si c a u d it o r , w h ich m e a n s t h a t I h e l p h e d g e f u n d s
an d b a n k s m a k e su r e n o n e o f t h e i r st a f f ar e d o i n g a n y t h i n g
i ll e g a l.
1] A le x: It 's a b e a u t i f u l d a y t o d ay , isn ' t it ?
A le x: Re a lly ? A n d d o y o u o f t e n f i n d a n y i l l e g a l a ct iv it ie s?
So p h i a : A b so l u t e ly , I lo v e N e w Yo r k in t h e sp r i n g . H av e y o u b e e n
h ere b efo re?
So p h i a : M o r e t h a n y o u m i g h t e xp e ct ! A n y w a y , w e ' d b e t t e r g e t
b a ck t o t h e p r e se n t a t io n .
A le x: I'm f r o m A t h e n s. It 's a g r e a t p la ce t o liv e . W h a t d o y o u d o ?
So p h i a : O h , y o u m u st v isit t h e G u g g e n h e i m M u se u m a n d t h e
Em p ir e St a t e B u i l d i n g . W h e r e d o y o u co m e f r o m ?
О 11 List j n to thj и u б i o CD t o о hj о k your и n sw j r s.

02
Q Co m p l j t j t h j о o n v j r sи t i o n w i t h и n и p p r o p r i и t j q u j st i o n o r p h r и s j z ro m
S a y in g it a cc u r a t e ly 1.
Jo n : Th is h o t e l is w o n d e r f u l l y d e sig n e d , (1 ) .......................................... ?
M ar co : Ye s, I lo v e m o d e r n a r ch i t e ct u r e . (2 ) ......................................... ?
J: I'm f r o m D u b a i, h o m e o f t h e w o r l d ' s t a l l e st b u i l d i n g , t h e Bu r j
Kh a l i f a . A n d y o u ?
M : I liv e in Co m o o n t h e It a li a n lak e s.
J: I' ve b e e n t h e r e o n h o lid a y . It 's b e a u t i f u l . (3 )....................................?
M: I t o o k t h e t r a i n f r o m M ilan .
J: (4 ) .......................................... ?
M : A b o u t f o u r h o u r s. It g a v e m e a ch a n ce t o cat ch u p o n so m e sle e p !
J: ( 5 ) .......................................... ?
M: I r u n a sm all r e st a u r a n t . Yo u ' l l h a v e t o st o p b y i f y o u co m e t o
Co m o a g a i n ! W h a t a b o u t y o u ?
J: I'm an i n t e r io r d e sign e r . I m a in l y d e sig n t h e in sid e s o f sh o p s an d
h o t e ls.
M : W e ll, y o u can d e f i n i t e l y st o p b y t h e n a n d g i v e m e y o u r o p i n i o n
o n m y r e st a u r a n t !
6 Sp e akin g
U N IT 1 | St a r t i n g a co n v e r sa t io n
S и y in g it о l j и r ly
О и List j n t o t h j s j t w o q u j st i o n s.
03 N o t e h o w t h e w o r d s in 0 o lб ar e co n n e ct e d t o cr e a t e n e w so u n d s.
1 So , w h a t d o y o u d o e xa ct ly ?
2 How d id y o u ge t h ere?
List j n и g и i n t o t h j t w o sj n t j n о j s и nб rj pj и t thj m .
S и y in g it и p p r o p r i и t j ly
О Q W h j n st и r t i n g
j n t h u si и st i о . List j n t o t h j sp j и k j r s и n б
и о o n v j r s и t i o n , it is i m p o r t и n t t o so u n б
бj о iб j
z r ij n б ly
w h j t h j r t h j y so u n б
и nб
z r i j n б l y o r u n z r i j n б ly .
1 W h at d o yo u d o? f r ie n d ly u n f r ie n d ly
2 W h e r e ar e y o u f r o m ? f r ie n d ly u n f r ie n d ly
3 H o w d id y o u g e t h e r e ? f r ie n d ly u n f r ie n d ly
4 H av e y o u b e e n h e r e b e f o r e ? f r ie n d ly u n f r ie n d ly
5 Par is is g r e a t , isn ' t it ? f r ie n d ly u n f r ie n d ly
G 0 List j n и g и i n t o t h j sj n t j n о j s, n o w s и i б in и z r i j n б ly t o n j , и n б rj pj и t thj m .
G j t sp j и k in g
О о Yo u и rj и t t j n б in g t h j о onz j rj nо j in M и r s j ill j s w i t h t h j sp j и k j r s z ro m
об th j б iи lo g u j s и t t h j 0 j g in n in g o z t h i s u n it . P l и y t h j и u б i o CD t o list j n t o
q u j st io n s t h и t y o u r z j llo w бj l j g и t j s и sk . W h j n y o u h j и r t h j 0j j p , r j sp o n б
w it h и su i t и0 l j и n sw j r . R j m j m 0j r to z o l l o w t h j st r и t j g i j s in U s e f u l t ip s.
Cu e So , w h a t d o y o u d o e x a ct l y ?
Ex a m p l e I' m a j o u r n a l i st . I sp e c i a l i ze i n w r i t i n g st o r i e s a b o u t
e co n o m i cs a n d f i n a n ce .
Q I m и g in j y o u и rj и t t j n б in g и t r и in in g о o u r sj и t и 0j и u t iz u l о h и t j и u in Fr и n о j
и nб yo u m j j t и nothj r и ttj nбj j o v j r lu n о h . W r it j и б i и l o g u j si m i l и r t o

t h o s j in S a y in g it a cc u r a t e ly 3 и nб 4 , sh o w i n g h o w y o u m i g h t st и r t u p и
о o n v j r s и t io n . Fo l lo w t h j j x и m p lj o z t h j z ir st q u j st io n , и lr j би y б onj z o r yo u .
Yo u : Th / s ch a t e a u is b e a u t if u l, i s n ’t it ?
At t en dee: : ....................................................
Rj би thj б iи lo gu j и lo u б . I z p o ssi 0 l j , r j о o rб it z o r r j v ij w .
Sect io n 1: Net w o r kin g

T и lk in g 0и o u t jo 0 s
I t ’s a v ery ch a llen g in g p r o fessio n .
U SEFU L TI P S: W h j n t j lli n g p j o p l j 0
и o u t y o u r jo 0 :
• Be brief and precise.

• Sh o w h ow your job benefit s people or organizat ions.
• M ake sure t hat your descript ion is relevant t o t he person you are t alking t o.
• Avoid t echnical t erm s or acr onym s unless t alking t o a f ellow expert .
• Accent uat e t he posit ive aspect s rat her t han t he negat ive.
Co n v j r sи t io n
Jj n n y H и r r i s w o r k s z or и о h и r it y o r g и n izи t io n о и ll j б Fo o б и i б .
О 07 Sh j ' s и t t j n б i n g и о и rj j rs z и ir и t и u n i v j r si t y w h j r j st u б j n t s о и n
t и l k t o r j p r j sj n t и t i v j s z r o m lo t s o z о o m p и n i j s t o sj j iz t h j y w o u lб
lik j t o jo in t h j m .
St udent Excuse me, are you w or kin g on t he Foodaid st and?

Jenny Yes, can 1 help you?
S W ell, can you t ell me w h at job s at Foodaid involve?
J There are lot s o f jo b s at Foodaid w hich in v o lv j б o in g all sort s o f different t hings. W h at subject do
you st udy at universit y?
S Engineer ing.
J Very im port ant f or Foodaid. M y colleague, Hassan Sahin, for exam ple, is a m echanical engineer and
j is r j sp o n s0 j z o r h j lp in g f arm ers in count r ies such as Ch ad or Pakist an w here w e w o rk as an
NGO t o drill w at er w ells.
S Er... an NGO?
J Sorry, a No n-Gover nm ent al Or ganizat ion.
S Right , o f course. An d w hat do you do?
J Well, act ually I'm и l и w y j r . I'm in о h и r g j o z m и n и gin g t he legal depart m ent and w e m ake sure
t hat Foodaid underst ands any legal issues t hat m ight crop up in t he w o rk it does.
s 1 hope 1d on 't sound rude, but you look very you n g t o do t hat .
J That 's w hat 's so go o d about Foodaid! You get im port ant responsibilit ies very quickly. A friend o f mine
is w o r kin g in Som alia and j m и n и gj s a developm ent b ud get o f about t w o m illion dollars and j
su p p li j s t he w h ole of W est Af r ica w it h t rucks f or t r ansport ing f oo d and equipm ent . It's и vj ry
о h и ll j n и in q E0 and she's only 23!
s 1see. But , as it's a charity, do you get paid f or your w o rk?
J Yes, o f course. You'll never be rich w or kin g f or Foodaid, but you get paid. Very oft en people like you
w o rk w it h us f or a f ew years t o gain experience and t hen t hey m ove on t o ot her jobs. Lot s of
co m panies like t he f act t hat yo u've w or ked f o r a charity.
Sp eakin g
U N IT 2 | Ta l k i n g a b o u t j o b s
S: Hm m . So, w hat m akes a jo b w it h Foodaid int erest ing, t hen?

J: It's v j r y r j w и r б in g. You feel you are d oing som et hing useful w it h your skills, not just m aking som e
co m pany shareholders rich. An d even if t h j w o r k is бj m и n б in g, it's never boring.
S: It sounds really int erest ing. Th an ks f or t elling me ab out it.
J: That 's fine. Here's som e more inform at ion abo ut w h at w e do and my card. If you have any more
quest ions, ju st give me a ring...
Lo o k и gи in и t t h j st r и t j g i j s o u t lin j б in U se f u l t ip s. W h i о h st r и t j g i j s б oj s
Jj n n y j m p l o y su о о j ss z u l l y w h j n t и l k i n g t o t h j st u б j n t ? U n б j r l i n j t h j
r j l j v и n t p и r t s in t h j о o n v j r sи t i o n и nб n o t j t h j st r и t j g y in t h j m и r g i n .
D o j s Jj n n y m и k j и n y m i st и k j s?
M и t о h t h j sj n t j n о j s o n t h j lj z t w it h t h j ir о o r r j sp o n б i n g r j sp o n si 0 i l i t i j s
o n t h j r ig h t . Fo llo w t h j j x и m p lj .
I'm a n u r se . I' m r e sp o n si b l e f o r m a k i n g su r e t h a t o u r p r o je ct s
I w o r k in co m e in o n sch e d u le a n d w i t h i n b u d g e t .
m ar k e t in g. M y j o b i n v o lv e s m a n a g i n g m y cu st o m e r s' m o n e y
I'm a m a n a g e r e f f e ct i v e l y a n d p r o f it a b ly .
o n a co n st r u ct io n M y c o m p a n y d e v e l o p s w e b sit e s f o r clie n t s.
sit e. M y m a i n r e sp o n si b i l i t y is t o p r o m o t e n e w
I' m a PA. p r o d u ct s a h e a d o f t h e i r la u n ch .
I' m an IT I' m in ch a r g e o f d e si g n i n g n e w b u il d in g s f o r o u r
p r o gr a m m e r . clie n t s.
I' m a p r o j e ct I h e l p t o l o o k a f t e r p e o p l e w h e n t h e y ar e sick.
m a n a ge r . M y j o b e n t a i l s o r g a n i zi n g m y b o ss's a f f a ir s.
I' m an a r ch it e ct . I o v e r se e a t e a m o f 2 5 0 b u il d e r s a n d t w e n t y
I' m a b an k e r . a d m in i st r a t i v e st a f f .
Q U sj p h r и s j s z ro m S a y in g it a cc u r a t e ly 1 to бj sо r i 0 j w h и t t h j sj p j o p l j
б o. Aо о j n t u и t j t h j p o si t i v j z j и tu rj s o z j ои h jo 0 , z o llo w in g t h j j x и m p lj .
1 I'm an e st a t e a g e n t . I h e lp p e o p le f in d t h e r ig h t h o u se t o buy.
2 I'm a l a w y e r ............................................................................................................
3 I'm a n a c c o u n t a n t .................................................................................................
4 I'm a p e d i a t r i c i a n ..................................................................................................
5 I'm a p e r so n n e l m a n a g e r ....................................................................................
6 I'm a p r o f e sso r . ....................................................................................................
7 I'm an IT su p p o r t m a n a ge r . ..............................................................................
8 I'm an e n t r e p r e n e u r . ..........................................................................................
P r ои t i sj s и y i n g t h j s j n t j n о j s и lo u б .
0 Co m p l j t j t h j s j n t j n о j s w it h t h j v j r 0 w o rk , u si n g t h j о o rrj о t p r j p o si t io n z ro m
thj 0 o x . N o t j t h и t in so m j sj n t j n о j s, m o r j t h и n o n j p r j p o si t i o n is p o ssi 0 l j .
in w it h z or to unбj r и s on и
1......I w o r k ..................... a j o u r n a li st . I i n v e st ig a t e a n d w r i t e a r t icle s f o r

n e w sp a p e r s.
2..... I w o r k ..................... t h e m e d ia. I'm an a d v e r t i si n g e xe cu t iv e .
3..... I w o r k .....................u n d e r p r i v i l e g e d ch i ld r e n , h e l p i n g t h e m t o
o v e r co m e d i sa d v a n t a g e s in lif e .
4 I w o r k .....................a m u lt i n a t i o n a l p h a r m a ce u t i ca l co m p an y .
5 I w o r k .....................Lo r d s a n d So n s. I'm t r a i n i n g t o b e a so licit o r .
6 I w o r k .....................l a r g e b u i l d i n g p r o j e ct s, w h ic h o f t e n t a k e u p t o
t w o o r t h r e e y e a r s t o co m p le t e .
7 I w o r k .....................t i g h t b u d g e t s a n d st r ict sch e d u le s.
8 I w o r k .....................a v e r y i n sp ir i n g m a n a ge r , w h o h as t a u g h t m e
e v e r y t h in g I k n o w .
Q Co m p l j t j t h j z o l l o w i n g sj n t j n о j s w it h и n и p p r o p r iи t j иб jj о t iv j z ro m
thj 0 o x . N o t j t h и t in so m j sj n t j n о j s, m o r j t h и n o n j иб jj о t i v j is
p o ssi 0 l j .
о h и llj n g in g m onotonous r j w и r б in g z u lz illin g

i n t j r j st i n g st r j ss z u l и0 so r 0 i n g бj m и n б in g
1 M y j o b d o e sn ' t v a r y v e r y m u ch o n a d a y -t o -d a y b asis. It 's q u it e
2 It 's v e r y ........................t o see t h e ch i ld r e n ' s e xcit e d f a ce s a t t h e e n d o f a

r e a lly g o o d lesso n .
3 I f i n d m y j o b q u i t e ...................... w h e n m y p h o n e w o n ' t st o p r i n g i n g
a n d e v e r y o n e w a n t s t o ask m e so m e t h i n g .
4 M y j o b as an ill u st r a t o r is v e r y .......................... So m e t im e s h o u r s g o b y
a n d I d o n ' t e v e n n o t ice .
5 I'm a l w a y s l e a r n i n g n e w t h i n g s, w h ich m a k e s m y j o b v e r y ......................
b u t also v e r y .........................
О П List j n to thj би jj о t iv j s z ro m S a y in g it a c c u r a t e ly 4 и nб m и r k t h j st r j ss j б
os sy l l и0 l j o z j ои h w o rб , z o llo w in g t h j j x и m p lj .
1 ch a lle n g in g 5 i n t e r e st i n g
2 m onotonous 6 st r e ssf u l
3 r ew a r d in g 7 a b so r b i n g
4 f u lf illin g 8 d em a n d in g
10 Sp e akin g
U N IT 2 | Ta l k i n g a b o u t j o b s
0 List j n и gи in t o t h j иб jj о t iv j s и n б rj pj и t thj m .
О □ List j n to thj j i g h t sp j и k j r s z ro m S a y in g it a c c u r a t e ly 1 t и lk in g и0 out

** t h j i r j o 0 s. Cir о l j t h j о o rrj о t w o r б s in t h i s s j n t j n о j .
Th e sp e a k e r s ar e v e r y e n t h u sia st ic/ u n e n t h u sia st ic, w h ic h h e lp s t h e m t o

a cce n t u a t e t h e p o sit iv e / n e g a t i v e asp e ct s o f t h e i r j o b s.
0 List j n и g и i n t o t h j sj n t j n о j s и nб rj p j и t t h j m .
0 Y o u r o lб sо h o o l o r о o l l j g j h и s и p p r o ио hj б you и nб и sk j б y o u t o sj n б
thj m и sh o r t r j о o r б in g бj s о r i 0 i n g y o u r j o 0 . It w i l l 0j p lи y j б t o st u б j n t s
w ho и r j i n t j r j st j б in z o llo w in g y o u r о h o sj n z ij lб .
• Br ie f ly e x p la i n w h a t y o u d o , u sin g a p p r o p r i a t e a d j e ct iv e s.
• M ak e it r e le v a n t t o t h e st u d e n t s l ist e n in g .
• A c c e n t u a t e t h e p o si t iv e asp e ct s o f y o u r p r o f e ssio n .
Rj о o rб y o u r sj l z iz p o ssi 0 l j . T h j n , r j v i j w y o u r r j о o r б in g и nб о o n si б j r
how you о и n im p r o v j . R j p j и t t h j j x j r о is j .
0 I m и g in j t h и t и w o rk j x p j r ij n о j p j r so n is v i si t i n g y o u r o z z iо j и nб is
и sk i n g j ои h j m p lo y j j 'W h a t d o y o u d o ? ' H o w w o u lб yo u и n sw j r?
P r ои t i sj y o u r и n sw j r и l o u б , u si n g t h j о o rrj о t t o n j . H o w w o u lб your
о o llj и gu j s бj s о r i 0 j t h j i r j o 0 s? I m и g i n j t h j i r и n sw j rs и nб p r ои t is j t h j m
и lo u б . Iz p o ssi 0 l j , r j о o rб y o u r sj l z z o r r j v ij w .
G r и m m и r n o j
N otj h ow w j u sj t h j - in g z o rm zи t j ri n v o lv e , b e r e sp o n sib le fo r, и nб b e in ch a rg e o f.
Exa m p le s f r o m t h e t e xt :
Th e r e ar e lo t s o f jo b s at Fo o d aid w h ich in v o lv e d o i n g ail so r t s o f d if f e r e n t t h in gs.
He is r e sp o n sib le f o r h e l p in g f ar m er s.
I'm in ch a r g e o f m a n a g i n g t h e le gal d ep ar t m e n t .
M y j o b in v o lv e s p r o v i d i n g p e o p le w it h t h e co m p u t e r e q u ip m e n t t h e y r eq u ir e.
I' m r e sp o n sib le f o r o v e r se e in g t h e p r o d u ct io n o f all o u r f ash io n lin es.
H e' s in ch a r g e o f b r in g in g in as m an y ad v e r t ise m e n t s as p o ssib le f o r o u r m agazin e .
Sect io n 1: Ne t w o r kin g
Sh o w in g in t j r j st in o t h j r p j o p j
Oh, I k n ow w h a t y ou m ea n .
3
U SEFU L TI P S: W h j n y o u и r j in о o n v j r s и t io n :
• Echo t he key inform at ion t o enco urage furt her explanat ion, f or exam ple, I' m a ller gic t o sh ellf ish .
To sh ellf ish ?
• Em pat hize. Use phrases t o sh ow t hat you underst and h ow your part ner feels, f o r exam ple, That 's a m a zin g !
or Really?
• Paraphrase. Reform ulat e in your ow n w o rd s w hat has been said t o sh ow t hat you are list ening, f or exam ple,
So w h a t y o u ' r e t ellin g m e i s...
О 10
Em i l y is h и v i n g lu n о h in t h j о om pи ny о и ntj j n w it h и nj w tj и m m j m 0j r , C и sp j r .
Casper It's a very different w ay t o do business here in Singapor e, com pared t o Germ any.
Emily I kn o w w h и t yo u j и
Do you f ind it dif ficult ?
С No, not at all. It's int erest ing.
E Int erest ing?
С Yes. For exam ple, in Sinqapor e vou discuss prices m uch earlier in a neaot iat ion t han w e do in
Germ any.
E R j и lly ? So , y o u j и
thи t you leave price negot iat ions till t he end o f a discussion?
C: Oh, yes. In Singapor e you st art t alkin g about prices f or product s w hen in Ger m any w e're still t rying t o
d ef ine exact ly w hat 's w ant ed.
E H o w и m и zin g! I d idn 't realize. I suppose w e t hink it's a w ast e o f t im e discussing so m et h ing if t he
price is alw ays go in g t o be unrealist ic.
С I sj j
E W hereas in Ger m any you feel you can 't begin t o t hink ab out price unt il you kn o w all t he det ails.
С Th и t 's righ t .
E So, do you like Singapor e?

С Oh, yes. Very m uch, especially t he f oo d. But I need t o do som e sport . I've put on t w o kilos already!
Back in Berlin I play cent re f or w ard f or t he com pany foot ball t eam.
E R j и lly ?
С Yes, u rn ... anyw ay, urn...

E Do you not ice any ot her differences bet w een business life here and in Germ any?
С W ell, anot her difference is t he f lexibilit y t hat a m anager has here.
E Flexibilit y?
С Yes. In Ger m any it's very diff icult t o be a m anager because every t im e you w an t t o int roduce a ch ange
in t he or ganizat io n or in com m unicat ion processes, you have t o ask t he W orkers' Co un cil for
Sp eakin g
U N IT 3 | Sh o w i n g in t e r e st in o t h e r p e o p le
perm ission. This m akes innovat ion very slow , w hich isn't go o d f or t he em ployees at all.
E: So , w h и t y o u 'r j sи y in g is t hat t he W orkers' Coun cil in Ger m any m akes t h in gs m ore diff icult for
em ployees, not easier.
C: Som et im es, yes.
E Th и t 's j r r 0 j !
Q Co m p l j t j t h j p h r и s j s w i t h w o r б s z ro m th j 0 o x.
sи y in g t h и t 's m j и n how r j и lly othj r know t j r r i0 lj
To sh o w j m pи thy To p и r и p h r и s j
1 I ........................ w h a t y o u m e an . 6 So i n ........................ w o r d s...

2 ...................... ? 7 So w h a t y o u ' r e ........................ is...
3 T h a t ' s ....................... ! 8 So y o u ........................ t h a t ...
4 ...................... so t r u e .
5 ........................ a m a zi n g !
Q G r o u p t h j sj j x p r j ssi o n s t h и t sh o w j m pи thy unбj r thj о o rrj о t hj иб in g ,

z o llo w in g t h j j x и m p lj .
1 Th a t ' s w o n d e r f u l ! 6 H o w a m a zi n g !
2 H o w t e r r ib l e ! 7 Gr e at !
3 Fan t ast ic! 8 Oh no!
4 Th a t ' s u n b e l ie v a b l e ! 9 H o w in cr e d ib le !
5 Th a t ' s a w f u l! 10 Th a t ' s d r e a d f u l !
To sh o w e m p a t h y a b o u t so m e t h i n g g o o d : 1
To sh o w e m p a t h y a b o u t so m e t h i n g b ad :
To sh o w d isb e l ie f :
Q R ои h j l u s j s и ll t h r j j st r и t j g i j s t o sh o w i n t j r j st in w h и t T j ss s и y s.
N um 0j r R ои h j l' s r j sp o n s j s t o T j ss' s st и t j m j n t s. E ои h t im j , n o t j t h j
st r и t j g y R ои h j l u sj s.
Tess: I f e e l t e r r ib l e .
1 Ec h o i n g
Tess: I' v e g o t su ch a h e a d a ch e .
2 .............................................
Tess: I t h i n k it w a s b r o u g h t o n b y si t t i n g in a car f o r t h r e e h o u r s.
3 ...................................................
Tess: Ye s, it t o o k m e t h r e e h o u r s t o t r a v e l t e n k ilo m e t r e s.
4 .................................................
Tess: I k n o w , b u t a t le ast I'm h e r e n o w . A n d I' ve g o t so m e e x c i t i n g n ew s!
5 .................................................
Tess: Yes, I' v e b e e n p r o m o t e d !
6 ................................................
Tess: U h -h u h , it h a p p e n e d w h i l e y o u w e r e aw ay.
7 .................................................
Tess: Th a t ' s r igh t ! A n d it m e a n s I g e t a p ay r ise a n d a co m p a n y car !
8 .............................................
Rach e l: H o w a w f u l!
Rach e l: Te r r ib le ?
Rach e l: Th a t ' s u n b e l ie v a b l e !
Rach e l: So w h a t y o u ' r e sa y i n g is I w e n t o n h o l i d a y f o r a w e e k an d
co m e b a ck t o f i n d y o u ' r e a se n io r m a n a ge r ?!
Rach e l: Yo u m e an t h a t y o u w e r e st u ck in t r a f f i c f o r t h r e e h o u r s!
Rach e l: Re a lly ?
Rach e l: Pr o m o t e d ?
Rach e l: H o w a m a zi n g ! Co n g r a t u l a t io n s!
0 List j n t o t h j s j t h r j j j x t r ио ts z ro m th j о o n v j r s и t i o n s.
N o t e h o w Em ily a n d Ra ch e l sh o w in t e r e st .
Ca sp e r : N o , n o t a t a ll. It ' s i n t e r e st i n g .
Em i l y : In t e r e st i n g ?
Tess: 1 f e e l t er r ib le.
Ra ch e l : Te r r i b l e ?
Tess: Yes, I' v e b e e n p r o m o t e d !
Ra ch e l : Pr o m o t e d ?
List j n и gи in и nб rj p j и t t h j j о h o in g о om m j n t s, u si n g t h j s и m j
in t o n и t io n .
!j~ | ! Q Em il y ' s p r j z j rrj б t o p iо oz о o n v j r sи t i o n - w и y s o z б o in g 0 u si n j ss o r

12 z o o t 0 и l l - is i m p li j б 0 y h j r i n t o n и t i o n . Co m p и r j t h j w и y t h и t sh j s и y s
th j w o rб r e a lly in t h j s j t w o j x t r ио t s. T h j n о ir о l j t h j о o rrj о t w o r б s in t h j
z o l l o w i n g sj n t j n о j s.
14 Sp e akin g
U N IT 3 | Sh o w i n g in t e r e st in o t h e r p e o p le
In t h e f i r st e xt r a ct , Em ily ' s t o n e is k e e n / u n in t e r e st e d a n d h e r i n t o n a t i o n is
r i si n g / f a l l in g . Th is r e sp o n se e n c o u r a g e s Ca sp e r t o co n t in u e / st o p t a l k i n g
a b o u t t h e t o p ic.
In t h e se co n d e xt r a ct , Em ily ' s t o n e is k e e n / u n in t e r e st e d a n d h e r
i n t o n a t io n is r i si n g / f a l l in g . Th is r e sp o n se e n c o u r a g e s Ca sp e r t o co n t in u e /
st o p t a l k i n g a b o u t t h e t o p ic.
О 0 List j n и g и in . P lи y t h j и u б i o CD t o st и r t . W h j n y o u h j и r t h j 0j j p , sи y
о r e a lly in и w и y t h и t sh o w s i n t j r j st и nб j n t h u si и sm .
Q W hj n yo u j x p r j ss j m p и t h y , it 's i m p o r t и n t t o u sj и n j n t h u si и st i о tonj oz
u v o iо j . List j n t o t h j p h r и s j s z ro m Sa y in g it a cc u r a t e ly 2 . T i о k t h o sj w h j r j
t h j sp j и k j r so u n б s и s t h o u g h sh j m j и n s w h и t sh j is s и y i n g .
1 Th a t ' s w o n d e r f u l ! 6 Th a t ' s a w f u l!
2 Fan t ast ic! 7 Oh no!
3 H o w a m a zi n g ! 8 Th a t ' s d r e a d f u l !
4 Gr e at ! 9 Th a t ' s u n b e l ie v a b l e !
5 H o w t e r r ib l e ! 10 H o w in cr e d ib le !
О Q List j n и g и i n t o t h j p h r и s j s, n o w и ll s и i б w it h и n и p p r o p r iи t j t o n j , и nб
is rj pj и t thj m .
О □ Yo u r 0 o ss h и s и sk j б t o t и lk t o y o u . P lи y t h j и u б io CD t o st и r t . W hj n you
is hj и r thj 0j j p , p и u sj и nб r j sp o n б su i t 0и l y .
1 Em p a t h ize w it h y o u r b o ss.
2 Ech o w h a t h e says.
3 Pa r a p h r a se w h a t h e says.
4 A g r e e w i t h h im .
G 0 P lи y t h j и u б i o CD t o st и r t . W h j n y o u h j и r t h j 0j j p , p и u sj и n б r j sp o n б
I? w it h и su i t и0 l j j x p r j ssi o n . F o l l o w t h j j x и m p lj .
Fo r e xa m p le , y o u h e ar : W e ' v e d e c i d e d t o g i v e y o u a n e n o r m o u s b o n u s
t h i s yea r .
Yo u say: A n e n o r m o u s b o n u s? o r Th a t ' s f a n t a st i c!
T r y t o u sj и ll t h r j j st r и t j g i j s - e c h o in g , e m p a t h iz in g и nб p a r a p h r a sin g
- б u r in g t h j j x j r о is j .
Ex о h и n gin g in z o rm и t io n
I h ea r d it on t h e g r a p ev in e.
U SEFU L TI P S: H j r j и rj t h rj j w и y s t o g j t t h j in z o r m и t io n y o u w и n t w it h i n y o u r o r g и n iz и t io n :
• First of fer appropriat e inform at ion yourself. If you w an t t o find o ut abo ut a part icular area, of fer inform at ion
of your ow n first t o sh ow you can be t rust ed. Thin k caref ully abo ut w h at inform at ion is appropriat e t o pass
on t o ot hers.
• Ask quest ions indirectly. If you w an t t o ask abo ut som ebo dy or som et hing, use st at em ent s w it h quest ion
t ags rat her t han direct quest ions, f or exam ple, You k n o w Jo h n , d o n ' t y o u ? rat her t han D o y o u k n o w Jo h n ?
A direct quest ion m ay f right en som eone int o rem aining silent but a st at em ent t hat sounds more like
speculat ion w ill oft en be conf irm ed or correct ed by som ebo dy w it h bet t er inform at ion.
• Creat e int imacy. If you d on 't kn o w som ebo dy very w ell, but w an t t o exchange inf orm at ion w it h t hat person,
you can use t hese t echniques: Drop t heir nam e int o conversat ion m ore t han usual and use w e, u s and o u r as
oft en as possible, f o r exam ple, / t h in k w e' r e g o i n g t o see a lo t o f ch a n g es in o u r d ep a r t m en t so o n , Pe t er
Co n v j r s и t io n
M i о h jи l is б r i v i n g w i t h h is о o l l j и g u j . Cи n б y , t o и m j j t in g. T h j y и rj t и lk in g и0 out
'* 18* ' и о o llj и gu j o z t h j i r s, Ch r i st i n j .
Candy: I really w ant t o t h an k you, M ichael, f o r t akin g me w it h you t o t he m eet ing. I just can 't get used t o
driving on t he left!
M ichael: No problem.
C: You used t o w o rk f o r our new chief legal officer, Christ ine Bender, d idn 't you?
M: Yes, t hat 's right . She and I st art ed t oget her in t he legal depar t m ent five years ago. Then I ch anged
over t o IT.
C: Christ ine is so successful. She did an am azin g job f or us dealing w it h t hat w hole corrupt ion scandal
last year, don 't you t hink?
M: Yes, she did. But, 0j w j j n yo u и б mj , Christ ine could never have m anaged t hat w it hout her t eam.
C: That 's so t rue, M ichael. She alw ays picks go od people t o w o rk w it h her. By t he w ay, I h j и б on thj
gr и p j v in j t hat she's go in g t o m ove t o o ur New York of fice next .
M: Yes, I heard t hat t oo. I w o n б j r h o w her husband feels about it. He's a journalist , I t hink.
C: Well, ио о o r б in g t o Christ ine's assist ant , M rs Weber, t hat 's not a problem . He's go in g t o w rit e art icles
about New York night lif e. Alt h o u gh I о и n 't im и gin j w ho's go in g t o look aft er t he children t hen.
M: A p p и r j n t ly , t hey're go in g t o have a nanny. I o v j r h j и r б Christ ine t alking t o t he boss ab out it t his
m orning. It m ust be very expensive, but t hey'll have eno u gh money.
:С I su p p o sj t hey m ight appo int som ebody from Christ ine's t eam t o carry on her w ork.
M: Ah, no! It j j m s t h и t Christ ine d idn 't w an t t o recom m end any o f t hem t o t he boss, so Gabr iele from
t he com m ercial depar t m ent w ill t ake over. Christ ine's t eam w as really angry!
Sp eakin g
U N IT 4 | Ex c h a n g i n g in f o r m a t i o n
Lo o k и gи in и t t h j st r и t j g i j s o u t l i n j б in U se f u l t ip s. C и n б y u s j s и ll t h r j j
t o g j t in z o r m и t io n z r o m M i о h jи l. U n б j r l i n j t h j r j l j v и n t p и r t s in t h j
о o n v j r sи t i o n и nб n o t j t h j st r и t j g y t h и t sh j u sj s in t h j m и r g i n .
Sи y in g it ои о u r и t j ly
О и I m и g in j y o u w o r k w it h Cи n б y и nб M i о h jи l. T h j y 0 o t h h и v j in z o r m и t i o n
•» t h j y w и n t t o sh и r j w i t h y o u . List j n t o t h j i r st и t j m j nts и nб и n sw j r
t h j s j q u j st i o n s.
1 W h o so u n d s as t h o u g h t h e y a r e p a ssin g o n i n f o r m a t i o n b ase d o n f a ct ?
2 W h o so u n d s as t h o u g h t h e y a r e p a ssin g o n i n f o r m a t i o n t h a t m ay b e
u n r e liab le ?
T iо k t h j p h r и s j s t h и t sh o w t h и t y o u r i n z o r m и t i o n is 0и sj б on w hи t
y o u 'v j h e a rd o n t h e g r a p e v in e , rи th j r t h и n w h и t yo u k n o w . Fo llo w t h j
j x и m p lj .
A c c o r d i n g t o Ja n e , ... ^ It se e m s/ ap p e ar s t h a t ...
I'm su r e t h a t ... By all acco u n t s, ...
I o v e r h e a r d Be n sa y i n g ... ...so I'm t o ld .
A p p a r e n t ly , ... It 's g u a r a n t e e d t h a t ...
I'm co n v i n ce d t h a t ... D id y o u h e a r t h a t ...?
I h e a r d o n t h e g r a p e v i n e t h a t ... I h e a r d t h a t ...
It 's ce r t a in t h a t ...
Co m p l j t j t h j z o l l o w i n g sj n t j n о j s w i t h w o r б s o r p h r и sj s z ro m S a y in g it
a c c u r a t e ly 2 . M и k j it о l j и r t h и t t h j sj и r j si m p l y r j p o r t s t h и t y o u h и v j
h j и rб o n t h j g r и p j v i n j . T r y t o u sj j ои h p h r и sj o n l y o n о j .
1 t h e se ct io n m a n a g e r is g o i n g t o r e sign t o m o r r o w .
2 Sh e 's b e e n f o r in t e r v ie w s a t o t h e r c o m p a n i e s,...............................................
3 Sh e h a sn ' t b e e n h a p p y h e r e f o r a w h i l e , ..............................................
4 ............................................. sh e w a n t s t o w o r k a b r o a d .
5 ............................................ sh e ' ll b e g o n e b y Ja n u a r y .
6 ........................................... h e r se cr e t ar y , t h e b o a r d isn ' t g o i n g t o r e p la ce
h e r in t e r n a lly .
7 ............................................ t h e y ar e p l a n n i n g t o r e st r u ct u r e h e r d iv i si o n ?
8 ............................................ t h e y w i l l co m b i n e t h e t w o d e p a r t m e n t s so
t h a t t h e y can m a k e cu t b a ck s.
Sect io n 1: Ne t w o r kin g i 17
Q Rj би t h j sj и n sw j r s. W r it j st и t j m j nts о r j и t in g и sj n sj o z in t im ио y w it h
t h j sp j и k j r . F o l l o w t h j j x и m p lj .
1 Fin d o u t i f Ja y h as sp e n t t im e in t h e W a sh i n g t o n o f f i ce .
'Y o u ’v e s p e n t t im e in o u r W a sh in g t o n o f f ice , h a v e n ’t y o u , J a y ? ’
2 Ch e ck t h a t Rach e l a p p r o v e d t h e n e w b r o ch u r e b e f o r e it w a s se n t t o
t h e p r in t e r s.
3 Fin d o u t i f M a t t k n o w s t h e n e w CEO .
4 A sk i f Lia n n e is a t t e n d i n g t h e co n f e r e n ce t h i s year .
5 Fin d o u t i f D an h as se e n t h e b u d g e t f o r n e x t year .
О D List j n t o t h j s j s j n t j n о j s.
N o t e h o w t h e w o r d s t h a t im p ly t h a t y o u ar e p a ssin g o n r u m o u r s r a t h e r
t h a n f a ct ar e st r e sse d t o r e in f o r ce t h i s m e ssage .
A p p a r e n t ly , t h e se c t i o n m a n a g e r is g o i n g t o r e si g n t o m o r r o w .
Sh e ' s b e e n f o r i n t e r v i e w s a t o t h e r co m p a n ie s, so I'm t o ld .
Q List j n и g и i n t o t h j sj n t j n о j s и nб r j p j и t t h j m , u si n g t h j о o rrj о t st r j ss.
| | ^| j 0 List j n t o t h j s j q u j st i o n s и n б бj о iб j w h j t h j r t h j sp j и k j r s и r j 0j in g
21 б ir j о t o r in t im и t j . N o t j h o w t h j sp j и k j r s о rj и tj и sj n sj o z in t im ои y
0 y u si n g и ligh t , z r ij n б ly t o n j o z v o iо j и nб t h j st r и t j g i j s o u t l i n j б in
U s e f u l t ip s.
q u e st i o n 1 d ir e ct in t im at e
q u e st i o n 2 d ir e ct in t i m a t e
q u e st io n 6 d ir e ct in t im at e
Г ) 0 List j n t o t h j q u j st i o n s, n o w и ll p h r и s j б to о rj и tj и sj n sj o z in t im ои y,
22 и nб rj p j и t t h j m .
18 Sp eakin g
U N IT 4 | Ex c h a n g i n g in f o r m a t i o n
О о Y o u 'v j h j и rб thи t thj о o m p и n y is p l и n n i n g t o s j t u p и sp o r t s и n б so о i и l

о o m m it t j j . St и r t и о o n v j r s и t i o n w i t h M и x , t h j p j r so n n j l m и n и g j r , t o t r y
to z in б o u t m o rj и0 o u t it . P l и y t h j и u б io CD и nб z o llo w t h j о u j s. Y o u st и r t .
1 Tell M a x t h e r u m o u r t h a t y o u h e a r d .
2 A sk i n d i r e ct ly if h e k n o w s a b o u t it .
3 Tell h im t h a t t h e CEO ' s se cr e t ar y , Ja n i ce , t o ld y o u t h a t t h e CEO w a s
v e r y e n t h u si a st ic a b o u t it .
4 A sk i n d i r e ct ly if h e k n o w s w h e n t h e m e e t in g m igh t h ap p e n .
5 A sk i n d i r e ct ly if h e w o u l d w a n t t o b e in v o lv e d .
W h и t so r t o z i n z o r m и t i o n is p и ss j б и ro u n б y o u r w o r k p l ио j ? W r it j и sh o r t
о o n v j r s и t io n 0и sj б on thj б iи lo gu j и t thj 0j g i n n i n g o z t h is u n it , 0j in g t h j
k in б oz б i s о u ssi o n t h и t m i g h t t и k j p l ои j in y o u r o z z iо j . T r y t o in о o r p o r и t j
и ll t h j st r и t j g i j s z r o m t h i s u n it . T h j n r j би it и l o u б , p r ои t i si n g y o u r
p r o n u n о iи t io n . Rj о o rб it i z p o ssi 0 l j , z o r r j v ij w .
Grи m m и r not j
Co m p и r j t h j t w o p r j б iо t io n s z or thj z u tu rj o z Ch r i st i n j ' s r o l j и nб notj how thj

u sj o z I su p p o se t h e y m ig h t in б i о и t j s sp j о u lи t io n и nб w ill im p l i j s о j r t и in t y .
I su p p o se t h e y m i g h t ap p o i n t so m e b o d y f r o m Ch r ist in e ' s t e am t o car r y o n h er w o r k .
Gab r ie le f r o m t h e co m m e r cia l d e p ar t m e n t w ill t a k e over .
I su p p o se w e m i g h t e m p lo y so m e m o r e st af f .
W e ' ll e m p lo y so m e m o r e st af f .
Cu lt u r и l n o t j
If yo u ar e w o r k in g in in t e r n at io n al t e am s, yo u w ill n eed t o f in d o u t t h e b e st w a y t o ge t
in f o r m at io n f r o m co lle agu e s. It m ay b e t h at t h er e is n o t a lo t o f o f f ice go ssip an d t h at it is
in ap p r o p r iat e t o t a lk ab o u t in d iv id u als in t h e w a y t h e p e o p le d o in t h e d ia lo gu e s in t h is
u n it . Pr ivacy m ay b e an im p o r t an t p ar t o f t h e cu lt u r e.
Sect io n 1: Net w o r kin g

5
Co l б о и llin g
D o y ou h a v e a m om en t to sp ea k to m e?
U SEFU L TI PS: W h j n о o lб о и llin g ( и p p r o ои h in g p r o sp j о t iv j о li j n t s o r о u st o m j r s z or thj z ir st

t im j ) , k j j p t h j z o l l o w i n g p o in t s in m in б :
• Be clear and concise about w h o you are and t he purpose o f t he call.
• Use quest ions t o help and guide t he person you are calling.
• Alw ays use t it les (such as Dr, Mr, and M s) and never first nam es.
• Don't be o ff ended by host ile behaviour. It's not personal.
M ои j y Ch и n о j is o n t h j p h o n j , t r y i n g t o s j t u p m j j t in gs t o б i s о u ss h j r о o m p и n y 's
О 24 sj r v i о j s.
M acey С This is M acey Ch an ce from Turner & Yo u n g Co nsult an t s. Am I speaking t o M r Given?

Speaker 1 No.
Mr H Trancross Pow er and Gas, project m an agem en t office.

MC Goo d m orning. A m 1 sp j и k in g t o M r Harvey?
Mr H Speakin g.
MC Oh hello, M r Harvey. Th is is M ио j Ch и n о j z o m Turner & Yo u n g Consult ant s.
Mr H Oh, yes.
MC Do yo u h и vj и m o m j n t t o sp j и k t o j
Mr H Ur n... w ell, yeah.
MC Th an k you. M y о o m p и n y sp j о i и liz j s in helping pow er indust ry com panies m an age risk, M r Harvey.
D o y o u t h in k t h и t 's so m j t h in g t h и t m igh t 0j o z in !j r j st t o y o u ?
Mr H Er ... w ell, w e have risk m an agem en t plans in place, you know .
MC I'm sure! But m и y 1 и sk y o u и q u j st io n , M r Harvey? Do you have plans in place f or h and ling risks
gener at ed by clim at e change?
Mr H Urn, it depends on w hat you m ean exactly. Of course, w e have plans in place f or dam age t o our
pow er plant s f rom bad w eat her.
MC Well, m an agin g short -t erm risk is very im port ant o f course. But w o u l б y o u "#$j to z in б o u t и0 out
w ays t o m an age risk caused by long-t er m adjust m ent s t o w eat her pat t erns? I'm t alking about global
w arm in g and t he im pact t hat w ill have on energy supplies.
Mr H Urn, t hat 's very unpredict able, isn't it?
M C: Yes, you're quit e right , M r Harvey. An d very risky. That 's w h y m y com pany specializes in d esigning
plans t hat m inim ize t he risks f or com panies like yours. W o u "б it 0j p o ss#0 "j t o и r r и n g j и
m j j t in g w h j r j 1 о % u "б j xp "и in o ur services in m ore det ail?
Sp eakin g
U N IT 5 | Co ld c a l l i n g
M r H: Well, it could be int erest ing.

M C: Fine. W h j n 's и go o б t im j z o r y o u , M r Harvey?
M r H: Er, let me ju st ch eck m y appoint m ent s. Urn, h ow about Friday t his w eek, 2 p.m .?
Rj би thj z o l l o w i n g st и g j s o z thj б iи lo g u j и nб p u t t h j m in t o t h j о o rrj о t

orбj r.
[ ] Sh e e xp lain s w h a t h er co m p an y sp e cializes in an d t h e r easo n f o r h er call.

[ 1] M ace y Ch a n ce ch e ck s t h a t sh e is sp e a k i n g t o t h e co r r e ct p e r so n ,
t ] Sh e set s u p a m e e t i n g t o d iscu ss t h e m a t t e r f u r t h e r .
[ ] Sh e i n t r o d u ce s h e r se l f a n d says w h e r e sh e w o r k s.
[ ] Sh e ask s q u e st i o n s t o g a u g e t h e p e r so n ' s in t e r e st .
[ ] Sh e ch e ck s t h a t t h e p e r so n sh e is sp e a k i n g t o h as t im e t o t a lk .
Q U n sо r и m 0 lj thj w o rб s to z o r m sj n t j n о j s t o u sj w h j n о o lб о и llin g .
A t h i n k / in t er est / yo u / y o u / so m e t h in g / b e / t h a t / o f / Do / t h at 's / t o / m igh t

?
В se t / M r Le e / Co u l d / m e e t i n g / w e e k / w e / u p / a / f o r / n e xt
?
С sp e ci a li ze s / b e sp o k e so f t w a r e / M y / in / co m p a n y / d e si g n i n g
D To m Sw e e n e y / Le r m a n s a n d Co / is / f r o m / Th is
E q u e st i o n / M ay / M r Le e / a s k / y o u / 1/ a
?
F m o m e n t / y o u / h a v e / D o / a / sp e a k / m e / t o / t o
Co m p l j t j t h j о o n v j r sи t i o n w i t h sj n t j n о j s z ro m Sa y i n g i t a c c u r a t e l y 1.
W r it j t h j о o rrj о t l j t t j r in t h j sp ои j p r o v iб j б .
To m Sw e e n e y : Is t h a t M r Lee ?
M r Lee: Sp e a k i n g .
TS: ( 1 ) ............
M r Lee: U h -h u h .
TS: ( 2 ) ............
M r Lee: I su p p o se so , yes, g o a h e a d .
TS: ( 3 ) ............
M r Lee: I see.
Sect io n 2: Telep h o n in g i 21
TS: ( 4 ) ............
M r Lee: Ye s, it so u n d s i n t e r e st i n g .
TS: (5 ) A r e y o u cu r r e n t ly u sin g so f t w a r e t h a t d o e sn ' t
f u l l y m e e t y o u r b u sin e ss' s n e e d s?
M r Lee : W e ll, y e s w e h a v e h ad so m e issu es w it h it t h i s year .
TS: ( 6 ) .............
M r Lee: Yes, I' d b e in t e r e st e d t o h e a r m o r e .
Q M и t о h t h j q u j st i o n s z ro m th j о o n v j r sи t i o n o n t h j lj z t t o t h o sj o n t h j
r i g h t t h и t s j r v j t h j sи m j p u r p o sj .
1 A m I sp e a k i n g t o M r H a r v e y ? A W h e n is co n v e n ie n t f o r y o u ,
2 D o y o u h a v e a m o m e n t t o sp e a k t o M r H ar v e y ?
m e? В Co u l d w e se t u p a m e e t i n g
3 W o u l d y o u lik e t o f i n d o u t a b o u t w a y s n e x t w e e k t o d iscu ss it f u r t h e r ?
t o m a n a g e r isk cau se d b y l o n g -t e r m С Is t h a t M r H a r v e y ?
a d j u st m e n t s t o w e a t h e r p a t t e r n s? q Is t h i s a g o o d t im e ?
4 W o u l d it b e p o ssib le t o a r r a n g e a ^ W o u ld yo u b e keen o n f in d in g
m e e t i n g n e x t w e e k w h e r e I co u ld o u t m o re ab o u t w ays t o
e x p la i n o u r se r v ice s in m o r e d e t a i l? m a n a g e r isk ca u se d b y l o n g
5 W h e n ' s a g o o d t im e f o r y o u , t e r m a d j u st m e n t s t o w e a t h e r
M r Har vey? p a t t e r n s?
О 25
И List j n t o t h j s j t w o q u j st i o n s
D o y o u h a v e a m o m e n t t o sp e a k t o m e ?
z ro m S a y in g it a cc u r a t e ly 1.
N o t e t h a t w h e n a w o r d e n d s w i t h a co n so n a n t a n d t h e n e x t w o r d b e g in s
w i t h t h e sam e co n so n a n t , w e d o n o t r e p e a t t h e so u n d , b u t p r o n o u n ce
t h e m t o ge t h e r .
Co u l d w e se t u p a m e e t i n g n e x ( t ) w e e k t o d i scu ss i t f u r t h e r ?
N o t e t h a t w h e n t h e so u n d ' t ' a p p e a r s b e t w e e n t w o co n so n a n t s,
it so m e t im e s d isa p p e a r s a l t o g e t h e r . Th i s is k n o w n as e lisio n .
В List j n и g и i n t o t h j sj n t j n о j s и nб rj pj и t thj m .
W hj n и p p r o ои h in g p o t j n t i и l о u st o m j r s o v j r t h j p h o n j , it 's i m p o r t и n t t o u sj
t h j r ig h t t o n j o z v o iо j . List j n t o t h j s j n t j n о j s z ro m S a y in g it a cc u r a t e ly 1
и nб о h o o sj t h j иб jj о t iv j бj s о r i 0 i n g t h j sp j и k j r ' s t o n j o z v o iо j .
1 p o l it e o r p u sh y ? (t o o f o r c e f u l )
2 e n t h u si a st ic o r b o r e d ?
3 ab r u p t o r f r ie n d ly ?
Sp eakin g
U N IT 5 | Co ld c a l l i n g
4 p u sh y o r f r i e n d l y ?
5 b o r e d o r p o lit e ?
6 b o r ed o r f r ie n d ly ?
П В List j n t o t h j sj n t j n о j s и gи in , n o w и ll s и i б in и p o si t i v j , и p p r o p r iи t j
и m и n nj r, и nб rj p j и t th j m .
Yo u rj s и l j sp j r so n t To p T ij r T r и in in g nб yo u ll Fr j r iо G u l0 j r t ,
О 28
□ и и и и о и бj
p j r so n n j l m и n и g j r и t Ro gj r s и n б Co . Y o u r и im is t o s j t u p и m j j t in g
w i t h h im t o б i s о u ss y o u r r и n g j o z sj r v i о j s. P l и y t h j и u б i o CD и nб z o llo w
thj о u j s. Y o u st и r t .
1 Ch e ck t h a t y o u a r e sp e a k i n g t o Fr e d e r ic Gu lb e r t .
2 Say w h o y o u ar e an d w h o y o u w o r k f o r .
3 Ch e ck t h a t Fr e d e r ic h as t im e t o t a l k t o y o u n o w .
4 Ex p la in t h a t y o u r co m p a n y sp e ci a li ze s in p r o v i d i n g m o t iv a t io n a l
t r a i n i n g co u r se s f o r st a f f a n d g a u g e h is in t e r e st .
5 Su g g e st a m e e t i n g f o r 10 a.m . n e x t Tu e sd ay.
ОВ 28 и
Rj p j и t t h j
rj о и l l i n g Fr j
ио t iv it y
бj r iо
z ro m
G u l0 j r t
G e t sp e a k in g
и s и r j p r j sj n t и t i v j o z
1. T h is t im j , h o w
your ow n
j v j r , im и g in j y o u
о om pи ny.
Ex p lи in w h и t y o u r о o m p и n y sp j о i и l i z j s in и nб gи u gj h is i n t j r j st in y o u r
p r o б u о t s o r sj r v i о j s. P l и y t h j и u б i o CD и nб z o llo w t h j о u j s. Y o u st и r t .
G r и m m и r n o &j
N otj h ow w j u sj t h j - i n g z o rm иz t j r sp j о i и l i z j in , z oо us on, и nб о onо j n trи t j on.
M y co m p a n y sp e ci a li ze s in d e si g n i n g p l a n s...
Th is t e am sp e ci a li ze s in p r o v i d i n g t h e b est se r vice f o r cu st o m e r s.
M y j o b is t o f o cu s o n cu t t i n g co st s w h e r e v e r p o ssib le .
O u r p e r so n n e l d e p ar t m e n t co n ce n t r a t e s o n r e cr u it in g t h e ver y b est p eo p le f o r t h e
co m p an y .
Cu lt u r и l n o &j
Co ld callin g is an acce p t e d w a y o f d o i n g b u sin e ss in m an y cu lt u r es. Ho w ever , in so m e

cu lt u r es, b u sin e ss co n t act s w ill u su ally b e in it iat e d t h r o u gh r ef er r als, f o r e xam p le A st r a
Pu r im su g g e st e d I g e t in t o u ch w it h y o u a b o u t ... . W h at e v e r y o u r sit u at io n , a r ef er r al w ill
alw ay s h elp yo u m ak e co n t act w it h p eo p le . W h e n co ld callin g acr o ss cu lt u r es, m ak e su r e
y o u f in d o u t f ir st w h e t h e r t h is ap p r o ach is cu lt u r ally ap p r o p r iat e .
Co n z ir m in g o r r j и r r и n gin g и p p o in t m j n t s
I look for w a r d to seein g y ou th en .
U SEFU L TI P S: O n о j yo u h и vj z ix j б y o u r и p p o in t m j n t w it h и 0 u sin j ss p и r t n j r , t j l j p h o n j и
о o u p lj o z би ys 0j z o rj hи n б to о o n z ir m t h j бj t и ils o z y o u r m j j t in g. K j j p thj z o l l o w i n g p o in t s in
m in б :
• Co nf ir m t he t opic, dat e, t im e, and place.
• Be ready w it h alt ernat ive ap point m ent t im es if t he original t im e has t o be changed.
• Ch eck t o see if t he cust om er has any new request s.
О Ro b b i e Ta y lo r is c o n f i r m i n g h is a p p o i n t m e n t s f o r n ext w eek.
29 1
Sab in e G: Sab in e Ger lan d .
Robbie T: Hello , M s Ger lan d . Th is is Ro b b ie Taylo r f r o m Q u e e n sf ie ld Lt d . H o w ar e yo u ?

SG: Fin e, t h an k s. A n d yo u ?
RT: Ve r y w e ll. I'm ju st r in gin g t o о o n z ir m o u r и p p o in t m j n t z o r Tu j sб и y zи t j rnoon и '3 p .m . t o
d iscu ss o u r p r o je ct m an age m e n t ser vices f o r t h e Po t sd am p r o ject .
SG: Yes, t h at ' s r igh t . I'm lo o k in g f o r w a r d t o it .
RT: )и n I ju st о *j о + t h j иб б r j ss? Th и t 's Q u ,б б j st r и ssj 14, isn 't it ?
SG: Er, n o , Qu id d e st r asse 40.

RT Righ t , 40, O K. A n d о o u -б y o u s.j ll Q u ,б б j z or /j 0
SG: O f co u r se. Th at ' s Q -U -l-D-D-E. If yo u go t o o u r w eb sit e, yo u ' ll f in d f u ll d ir ect io n s.
RT Righ t . Th an k s. So , I lo o k z o r w и r б t o sj j in g y o u '*j n .
2
RT: Q u e e n sf ie ld Lt d . Ro b b ie Taylo r .
Gerhard S: Oh h i, t h is is Ge r h ar d Sch m id t callin g f r o m H ip ax in Ber lin .
RT: Oh , h ello M r Sch m id t . H o w ar e yo u ?
GS: I'm f in e , t h a n k yo u . A n d yo u ?
RT: I'm w e ll, t h an ks.
GS Go o d . I'm af r aid I h ave t o can ce l o u r m e e t in g n e xt Tu esd ay m o r n in g. I'm g o i n g t o b e aw ay

v isit in g o n e o f o u r k ey cu st o m er s.
RT: No .120 -j m . W o u lб W j б n j sб и y zи tj rnoon 0j /21j о o n v j n ,j n t ?
GS: U n f o r t u n at e ly n o t . O n e co lle agu e I w an t e d t o co m e t o o u r m e e t in g w ill b e in Par is an d I'll be

in M u n ich .
RT: I see. W e ll, w o u l б y o u -,+j /j t o и r r и n gj и tj -j p h o n j о 2n z j rj n о j in st ead ?
Sp eakin g
U N IT б | Co n f i r m i n g o r r e a r r a n g in g a p p o i n t m e n t s
GS: M m m , t h at ' s a g o o d id ea. W e'r e b o t h f r ee at 2 p .m . o n W ed n esd ay. W ill yo u em ail m e t h e

d et ails?
RT: O f co u r se. A ct u ally , I w an t e d t o call y o u an yw ay, M r Sch m id t . W o u 3б y o u o r y o u r о o ll j и gu j s
0j in 4j r j st j б in и n y o z o u r o t h j r p ro 5j о 4 m и n и g j m j n t sj r v 6о j s, lik j lo gist 6о s, z or j x и m p 3j ?
T h i s is h o w R o 0 0 i j T и y lo r ' s б i и r y lo o k j б 0j z o r j h is t w o p h o n j о и lls.
M и kj и ny nj о j ss и r y о h и n g j s t o it .
T u j sб и y W j б n j sб и y
9 и .m . 9 и .m .
10 и .m . 10 и .m . G e rh a rd S c h m id t ,
H ip a x , B e r lin
11 и .m .
12 p .m . 11 и .m .
12 p .m .
2 p .m .
3 p .m . S a b in e G e r ia n d ,
2 p .m .
Q u id d e st r a sse 14 3 p .m .
4 p .m . 4 p .m .
5 p .m . 5 p .m .
Q Co m p l j t j t h j s j n t j n о j s w it h w o r б s z ro m th j 0 o x.
sp j ll о o n z ir m z o rw и rб t j lj о onz j rj nо j о hj о k 0j ttj r
1 I'm j u st r i n g i n g t o ........................ o u r a p p o i n t m e n t f o r Fr id a y m o r n i n g
a t 9 a.m .
2 Ca n I j u s t t h e a d d r e ss?
3 Co u l d y o u ........................ t h a t f o r m e?
4 Th a t ' s n o t a p r o b le m . W o u l d Th u r sd a y a f t e r n o o n b e ........................
fo r yo u ?
5 W o u l d it h e lp if I a r r a n g e d a ..........................?
6 I l o o k ......................... t o se e i n g y o u t h e n .
0 M и t о h t h j sj n t j n о j s o n t h j lj z t w i t h t h o sj o n t h j r i g h t t h и t h и v j и
si m i l и r p u r p o s j . F o l l o w t h j j x и m p lj .
1 I'm j u st r i n g i n g t o co n f i r m o u r A Co u l d y o u j u st co n f i r m w h e r e
a p p o i n t m e n t f o r Tu e sd a y y o u r o f f i ce s ar e ?
a f t e r n o o n a t 3 p .m . В Sh a ll I o r g a n i ze a t e l e p h o n e
2 Ca n I j u st ch e ck t h e a d d r e ss? co n f e r e n ce ?
3 N o p r o b le m . W o u l d Tu e sd a y С I'm j u st c a l l i n g t o ch e ck t h a t it 's
aft er n o o n be m ore st ill co n v e n ie n t f o r u s t o m e e t o n
co n v e n ie n t ? Fr id a y a t 10 a.m .
4 W o u l d y o u l ik e m e t o a r r a n g e D Ca n I in t e r e st y o u in a n y o t h e r
a t e l e p h o n e co n f e r e n ce ? se r v ice s t h a t w e p r o v id e ?
5 W o u l d y o u b e in t e r e st e d in E Th a t ' s f i n e . H o w a b o u t Fr id a y
a n y o f o u r o t h e r se r v ice s? m o r n i n g in st e a d ?
О и List j n t o t h j z i v j sj n t j n о j s o n t h j r ig h t z ro m S a y in g it a cc u r a t e ly 2 .
I' m j u s t c a l l i n g t o ch e ck t h a t it ' s st i l l c o n v e n i e n t f o r u s t o m e e t o n Fr i d a y
a t 10 a .m . *
N o t e h o w t h e sp e a k e r ' s v o i ce g o e s u p , e v e n w h e n it is n o t a q u e st io n .
0 List j n и g и i n t o t h j sj n t j n о j s и nб rj pj и t thj m .
О W hj n your 0 u si n j ss p и r t n j r s о o n t ио t y o u r j gи r б in g и n и p p o in t m j nt,
‘ 31 ’ rj m j m 0j r to 0j p o l it j , z lj x i0 lj и nб t o r j sp o n б t o t h j ir n j j б s. Y o u r
p h o n j is r i n g i n g . List j n t o z o u r sj n t j n о j s z r o m t h j sи m j о o n v j r sи t i o n .
P lи y t h j и u б i o CD t o st и r t . W h j n y o u h j и r t h j 0j j p , p и u sj и nб r j sp o n б ,
о h o o si n g и su i t и0 l j и n sw j r .
1
A Fin e , t h a n k s. A n d y o u ?
В I' v e h ad b e t t e r d ay s. A n d y o u ?
С I w o k e u p w i t h t e r r i b l e b a ck a ch e a n d it h a sn ' t r e a ll y lif t e d e ve n
t h o u g h I' v e t a k e n lo t s o f p a in k il le r s. A n d y o u ?
2
A Th a t ' s a sh am e . N e v e r m in d , m ay b e so m e o t h e r t im e .
В N o p r o b le m . W o u l d W e d n e sd a y b e m o r e co n v e n ie n t ?
С O h r e a lly ? It 's j u st t h a t I'm r e a ll y b u sy n e x t w e e k a n d t h a t ' s t h e o n l y
t im e I'm f r e e .
3
A W e ll, m a y b e w e ' l l le a v e it t i l l sh e g e t s b ack .
В D o e s sh e r e a ll y n e e d t o b e t h e r e ?
С I see. W o u l d y o u lik e m e t o a r r a n g e a t e l e p h o n e co n f e r e n ce ?
Sp eakin g
U N IT б | Co n f i r m i n g o r r e a r r a n g in g a p p o i n t m e n t s
A Exce lle n t , I'll e m a il y o u w it h t h e d e t a ils. W o u l d y o u b e in t e r e st e d in

a n y o f o u r o t h e r se r v ice s?
В I l o o k f o r w a r d t o se e i n g y o u o n Tu e sd ay, t h e n .
С Ca n I j u st ch e ck t h e sp e l l i n g o f t h a t ?
О п
32
Yo u
и t tw o oz
и rj t h j о
your
u st o m
б iи r y
j r r j lи t io n s m и n и g j r
j n t r ij s z o r n j xt w
z
j j
o r M и r l o w C o n st r u о t i o n . Lo o k
k и nб thj n m и kj thj phonj о и ll s
to о o n z ir m y o u r и p p o in t m j n t s. P l и y t h j и u б i o CD t o st и r t . W h j n y o u h j и r
thj 0j j p , p и u sj и nб r j sp o n б .
W e d n e sd a y 10 и .m . G io v a n n i Fa b r o , 4 0 F in d o n S t r e e t - d is c u s s
W e st d e n e H o s p it a l b u ild in g c o n t r a c t
Th u r sd a y 3 p .m . Jo y Le e , 2 0 S o u t h R o a d - u p d a t e o n Q u e e n ’s
H o t e l b u ild in g p r o je ct
Th j о и ll t o G i o v и n n i
1 Gr e e t h im , say w h o y o u a r e a n d w h e r e y o u w o r k , a n d a sk h o w h e is.
2 Re sp o n d t o M r Fa b r o ' s q u e st i o n a n d e x p la i n t h e r e aso n f o r y o u r call.
3 Ch e ck t h a t y o u h a v e t h e co r r e ct ad d r e ss.
4 A sk h im t o sp e ll it f o r y o u a n d m a k e n o t e s a cco r d i n g ly .
5 Th a n k h im an d e n d t h e call p o lit e ly .
Th j о и ll t o Jo y
6 Gr e e t h er , say w h o y o u ar e a n d w h e r e y o u w o r k , a n d a sk h o w sh e is.
7 Re sp o n d t o M s Lee ' s q u e st i o n an d e x p la i n t h e r e aso n f o r y o u r call.
8 Re sp o n d a p p r o p r i a t e l y a n d su g g e st an a l t e r n a t iv e t im e t o m e e t .
9 Re sp o n d a p p r o p r i a t e l y a n d e n d t h e call p o lit e ly .
О 33
0 T h in k и0 o u t y o u r w o r k p l ио j . Yo u h и v j и m j j t in g 0 ookj б on M onби y и t
4 p . m . w i t h V и l j r i j A u g u st j . P l и y t h j и u б i o CD t o st и r t . W h j n y o u h j и r
thj 0j j p , p и u sj и nб r j sp o n б . R j m j m 0j r to 0j z lj x i0 lj , su g g j st in g и n
и lt j r n и t iv j t im j or и t j lj p h o n j о onz j rj n о j w h j rj и p p r o p r i и t j . Y o u st и r t .
Cu lt u r и l n o 7j
W h en m ak in g o r r eceivin g a b u sin ess call, yo u m ay be exp ect ed t o e n gage in so m e sm all t alk

at t h e b e g in n in g o f t h e co n v e r sat io n . Lo o k again at Ro b b ie Taylo r 's t w o co n v e r sat io n s t o
see h o w h e m ak e s h is t e le p h o n e p ar t n e r s f eel at e ase b y u sin g t h e p h r ase H o w a r e y o u ?
Th e an sw e r sh o u ld b e b r ief an d p o sit ive (even if t h is is n o t , in f act , t h e case), f o r e xam p le ,
V e r y w e l l , o r I' m f i n e , t h a n k y o u . Yo u m ay w ish t o r ecip r o cat e b y ask i n g, A n d y o u ?
M и k in g и о o m p l и in t o n t h j t j l j p h o n j
I'm a fr a id I n eed to m a k e a com p la in t .
U SEFU L TI PS: W h j n m и k in g и о o m p l и in t , k j j p t h j z o l l o w i n g p o in t s in m in б :
• M ake sure you are speaking t o t he person w h o is in a posit ion t o help you. Ask quest ions t o ch eck w ho
exact ly you are t alking t o and t ake not es.
• St ay as unem ot ional as possible. Blam ing t he person you are calling w ill not help. Separat e t he problem from
t he person. Be firm , but polit e.
• St at e t he problem clearly and calmly. Include as m uch relevant det ail as possible, including nam es, t imes,
places, previous cont act s, and so on.
• St at e exact ly w h at you w an t t he person you are calling t o do.
• Ch eck w hen you can expect result s/ feedback from t he person you are sp eakin g to.
A n б rj и K i n g is p h o n i n g A l p i n j Ex j о u t i v j Ev j n t s t o m и k j и о o m p l и in t .
Receptionist : Alpine Execut ive Event s Lt d, London. Priti M akesch sp eaking. Ho w can I help you?
Andrea K: Goo d m orning, m y nam e is An dr ea King. I'm t he HR m an ager f o r Car ab ella Hot els. Co u 8б 1 sp j и k t o
y o u r su p j rv iso r, p 8j и sj ?
R Can 1ask w hat it's regar ding?

AK 1 9j j б to m и kj и о :m p l и in t .
R I'll just put you t hr ough t o M r M endip. One m om ent , please.
Geo rge M: Goo d m orning, M s King. Ho w can 1help?

AK Go od m orning. Co u 8б y o u ;j ll <j your nи <j и n б p o sit io n , p 8j и sj ?
GM Of course, m y name's Geor ge M endip and I'm responsible f or cust om er relat ions.
AK Thank you, M r M endip. I'll ju st m и k j и 9:;j oz thи t. 1 hope you can help me. I'm current ly
at t en ding your t eam -building t r aining course in W ales w it h a t eam o f our m anagers.
GM The 'Big T' course. Very popular.
AK W ell, I'm иz rи =б I'm n o t sи t isz =j б w it h t he perf orm ance o f your trainer, David Llew ellyn.
GM Oh dear. W h at seem s t o be t he problem ?
AK He's very unhelpful and doesn't explain him self properly.
GM How do you m ean?
AK W ell, he t alks ext rem ely f ast and m akes all t he inst ruct ions very com plicat ed. An d if you ask him a
quest ion, he ju st says he's already explained it. 1t ried t o t alk t o him abo ut t he problem , but he didn't
t ake me seriouslv at all. The sit uat ion is ent irely unsat isfact ory.
GM 1se e ... Well, I'm sorry t o hear t hat , but I'm not sure w hat 1can do.
Sp eakin g
U N IT 7 | M a k i n g a co m p l a in t o n t h e t e le p h o n e
AK >?б lik j y o u t o t elephone M r Llew ellyn im m ediat ely and explain t hat w e w an t m uch clearer
explanat ions and suppor t f or t om orrow 's t asks.
GM Well, OK, I could give him a ring.
AK An d о @ u Aб yo u Aj t m j kn o w w h j n yo u h и vj spoken t o him, please?
GM Yes, I w ill.
AK W h j n w ill y o u g j t 0 ио k to Bj C Do you have my num ber?
GM I t hink so ... Yes, I do. I'll get back t o you by, urn, t he end o f today.
AK M any t hanks. I really appreciat e your help on t his.
GM Not at all.
M и tо h thj z o l l o w i n g st r и t j g i j s t o t h j о o r r j sp o n б i n g s j n t j n о j s z ro m th j
t j lj p h o n j о o n v j r sи t i o n .
Co n f i r m w h e n y o u r e x p e c t a t io n s w i l l b e m et .
M a k e su r e y o u ' r e sp e a k i n g t o t h e p e r so n w h o can h e l p y o u .
Se t o u t y o u r e x p e c t a t io n s t o so lv e t h e p r o b le m .
St a t e y o u r co m p l a in t .
St r и t j g y Sj n t j n о j s z r o m t h j t j lj p h o n j о o n v j r sи t i o n
• Co u l d I sp e a k t o y o u r su p e r v iso r , p le ase ?
• Co u l d y o u t e ll m e y o u r n a m e a n d p o sit io n ,
p le a se ? I'll j u st m a k e a n o t e o f t h a t .
• I n e e d t o m a k e a co m p l a in t .
• I'm a f r a i d I'm n o t sa t i sf ie d w i t h ...
• I' d l ik e y o u t o ...
• Co u ld y o u let m e k n o w w h e n y o u h a v e ... ?
• W h e n w i l l y o u g e t b a ck t o m e ?
Q U n sо r и m 0 lj thj w o rб s to z o r m sj n t j n о j s t o u sj w h j n m и k i n g и
о o m p l и in t .
1 t h i s p r o d u ct / sa t i sf ie d / I'm so r r y / w it h / n o t / t o / I'm / t h a t / say
2 a p p e a r s / t h i s p r o d u ct / w it h / p r o b l e m / Th e r e / t o / a / b e
3 n o t / all / t h i s se r v ice / I'm / w it h / a t / h a p p y
4 seem / co n cer n s / t o / r e ga r d in g / Th e r e / be / so m e / t h is / p r o d u ct
5 r e p la ce / Pl e a se / y o u / co u ld / it
6 t o d a y / e n su r e / y o u / r e p la ce m e n t / t h a t / se n t / t h e / W o u l d / is
7 e m a il / m e / se n t / w h e n / W o u l d / h as b e e n / b e / t o / a b le / y o u / it
8 can / y o u / e x p e ct / 1/ W h e n / h e a r / t o / f r o m
Q U n б j r lin j иб jj о t iv j s t h и t m ig h t 0j u sj z ul z o r m и k in g и о o m p lи in t и nб
бj sо r i 0 i n g и p r o б u о t o r sj r v i о j .
d am age d poor so -so u n sa t isf a ct o r y

d e f e ct iv e p assab le in d if f e r e n t u n su it a b le
d e la y e d h ig h q u a l i t y u n a cce p t a b l e
d i sa p p o i n t i n g in ad e q u at e u n p r o f e ssi o n a l
t o le r a b l e m e d io cr e u n r e a so n a b le
В R и n k t h j sj иб vj r0 s ио о o r б in g t o h o w z o rо j z u l th j y m и kj и о o m p l и in t .
T h e sit u a t io n is e n t ir e ly u n sa t isf a ct o r y , (f o r ce f u l)
T h e sit u a t io n is so m e w h a t u n sa t isf a ct o r y , (n o t so f o r c e f u l )
a b so l u t e l y q u it e so m e w h a t e n t ir e ly
alt o ge t h e r r at h er t o t ally
c o n sid e r a b ly sl i g h t l y u t t e r ly
e x t r e m e ly co m p l e t e l y very
Q U si n g t h j p r o m p t s, m и k j о o m p lи in t s и n б sj t o u t y o u r j xp j о t и t io n s и s t o
how j ои h p r o 0 lj m о и n 0j r j so lv j б . Fo llo w t h j j x и m p lj .
co n f e r e n ce v e n u e (f o r ce f u l co m p l a in t )
I ’m n o t a t a l l h a p p y w i t h th e co n fe re n ce v e n u e b e ca u se it 's e n t ir e ly
in a d eq u a t e f o r o u r n e e d s. P l e a se c o u l d y o u f in d a n a lt e r n a t iv e v e n u e
r ig h t a w a y ?
1 lat e st sale s f i g u r e s (n o t so f o r c e f u l ) 4 a cco u n t s sy st e m (n o t so f o r c e f u l )

2 lat e st d e l i v e r y (f o r ce f u l) 5 n e w ca t e r i n g co m p a n y (f o r ce f u l)
3 b u d g e t f o r t h e n e w p r o j e ct (f o r ce f u l)
О В List j n t o t h j sj z o rо j z ul о o m p l и i n t s, n o t i n g t h j sy l l и0 l j st r j ss.
1 It 's a b s o lu t e ly u n a c c e p t a b le . 4 It 's e n t ir e ly u n su it a b le .
2 It 's a lt o g e t h e r u n r e a so n a b le . 5 It 's u t t e r ly in a d e q u a t e .
3 It 's c o m p le t e ly u n p r o f e s s io n a l. 6 It 's t o t a lly u n sa t isf a c t o r y .
Sp eakin g
U N IT 7 | M a k i n g a co m p l a in t o n t h e t e le p h o n e
Q List e n a ga in t o t h e se n t en ces an d r ep eat t h em .
О D It 's v j r y i m p o r t и n t t h и t y o u r j m и in о и lm w h j n m и k i n g и о o m p l и in t .
Do not 0 lи m j t h j p j r so n y o u и r j sp j и k i n g t o . List j n t o t h j z o llo w in g
sp j и k j r s и n б бj о iб j w h j t h j r t h j ir о o m p l и i n t s и r j p h r и sj б и p p r o p r iи t j ly
o r i n и p p r o p r i и t j ly .
sp e a k e r 1 ap p r o p r iat e ly in ap p r o p r iat e ly
О В List j n t o t h j о o m p l и i n t s, n o w p h r и s j б и p p r o p r iи t j ly , и nб rj p j и t thj m .
37
О Yo u и r j t h j CEO o z и sm и ll z ir m , R iо k m и n s и n б Co . , и nб you hи vj 0j j n
38 0 иб ly lj t б ow n 0 y y o u r I T su p p o r t о o m p и n y , Lj t t j r m и n s I n t j r n и t i o n и l ,
so y o u t j l j p h o n j t o о o m p l и i n . Fir st , r j би и0 o u t t h j p r o 0 lj m и nб your
p r o p o sj б so l u t i o n . T h j n p l и y t h j и u б i o CD t o st и r t . W h j n y o u h j и r t h j
0j j p , p и u sj и nб r j sp o n б .
T h j p r o 0 lj m
Le t t e r m a n s h a v e r e ce n t ly i n st a lle d n e w IT syst e m s, w h ich y o u r e m p lo y e e s

ar e f i n d i n g v e r y d i f f i c u l t t o m ast e r b e cau se t h e y r e ce iv e d i n su f f ici e n t
t r a i n i n g . A l so , Le t t e r m a n s a g r e e d t o p r o v i d e a 2 4 -h o u r su p p o r t lin e an d
t h i s h as p r o v e d u n r e l i a b l e .
Y o u r p r o p o sj б so l u t i o n
Yo u w o u l d l ik e Le t t e r m a n s t o p r o v i d e a d d i t i o n a l t r a i n i n g f o r e m p lo y e e s
an d e n su r e t h a t t h e i r su p p o r t lin e is st a f f e d 2 4 h o u r s a d ay, as a g r e e d .
1 Ex p la in w h o y o u ar e , w h e r e y o u w o r k , a n d w h o m y o u w o u l d lik e t o
sp e a k t o .
2 Ex p la in t h e r e aso n f o r y o u r call.
3 A sk f o r t h e sp e a k e r ' s n a m e an d p o sit io n .
4 M a k e a p o i n t o f w r i t i n g d o w n h e r n a m e a n d say t h a t y o u h o p e t h a t
sh e can h e lp .
5 Ex p la in t h e e x a ct n a t u r e o f y o u r co m p l a in t , u si n g a n in t r o d u ct o r y
p h r a se a n d a su i t a b l e a d j e ct iv e a n d a d v e r b .
6 Ex p la in h o w sh e can i m p r o v e t h e si t u a t i o n .
7 A sk h e r t o le t y o u k n o w w h e n t h e p r o b le m h as b e e n a d d r e sse d .
8 Ch e ck w h e n t h i s w il l b e.
9 T h a n k h e r f o r h e r h e lp .
D j и lin g w it h и о o m p l и in t o n t h j t j l j p h o n j
Oh dear, I ’m sorry to h ea r tha t.
U SEFU L TI P S: W h j n бj и lin g w it h и о o m p l и in t , k j j p t h j z o l l o w i n g p o in t s in m in б :
• Let t he caller express t heir com plaint . Don't int errupt , but t ry t o get all t he det ails. Take not es.
• Once t hey have f inished co m plaining, sum m ar ize t he com plaint , clarify any unclear det ails and sh ow
empat hy.
• Ap olo gize. Do not t ry t o m ake excuses but provide an explanat ion if t he cust om er request s one.
• St at e w hat you are go in g t o do t o resolve t he sit uat ion.
• Tell t he cust om er w hen t hey can expect result s/ feedback.
• St ay calm w it h t he cust om er at all t imes. Separat e t he problem from t he person.
T o n y H o p p s is p h o n i n g K j l l y M и st j r m и n t A rgo n и u t M i t j r r и n j и n C r u i sj s t o
О 39 m и kj и о o m p l и in t .
и j б
Kelly M: Ar go n au t M edit erranean Cruises Ltd.

Tony H: Ah , t his is Tony Hopps here. Is t hat Kelly M ast erm an, t he gener al m anager ?
KM : Speakin g.
TH: Ah , right . Well, you listen here, M s M ast erm an. I've ju st arrived hom e from one o f your east ern
M edit erranean cruise ships - Queen o f t he W aves - and I'm not at all happy. I've go t a w h ole list of
com plaint s.
KM : Oh бj и D. I'm so r r y t o h j и r t h и t . Let me just get a pen and I'll not e t hem dow n . Right , о и F yo u
giv j Gj thj бj t и ils?
TH: W ell, first o f all, w e booked an expensive cabin on t he out side o f t he ship. But t here w as a problem
w it h t hat cabin and t here w ere no ot hers available on t he out side. So w e had t o have one in t he
m iddle o f t he ship and m y w if e spent t hree days f eeling really seasick. Then, f o r t he buffet lunch, it
w as supposed t o be an all-yo u-can -eat buffet , but w hen w e go t t here at 2 p.m . w e f o un d t hat there
w ere only a f ew bit s o f cheese and salad left f or us. An d t hen, in t he progr am m e f or Sat urday
evening, it said t here w as a fancy-dr ess party. So w e dressed up, but w e f ou nd t hat everybody else
w as ju st in jeans and T-shirts. It w as so em barrassing!
KM : Oh, y o u m u st h и v j z j lt Hj r r I0 Jj !
TH: Yes, w e did. An d finally, 1sent m y cost um e t o t he ship's laundry t o be cleaned an d it go t lost . That
really w as t he last st raw !
KM : So , Jj t Gj K u st Dj о и L. In a nut shell, you d idn't get t he cabin you ordered, t he buffet lunch w as
finished by t he t im e you go t t here, t he fancy-dr ess part y listed in t he progr am m e d idn't t ake place,
an d your cost um e w as lost.
TH: That 's right .
Sp eakin g
U N IT 8 | D e a l i n g w it h a co m p l a in t o n t h e t e le p h o n e
KM : W ell, first o f all, w e're not go in g t o t ry t o pass t he buck here, so w j w o u l б lik j t o и p o lo giz j t o
yo u z o rt hese problem s. This is w h at I propose: I'm go in g t o call t he ship and see if I can f ind out
w h at w as go in g on. Can I call you back in 20 m inut es?
TH: Urn ... yes, t hat 's f ine. Do you have my num ber? It 's...
TH: Tony Hopps speaking.

KM : Hello, M r Hopps. It's Kelly M ast erm an here. I sp oke t o t he ship's first officer. It seem s t hat t he port hole
in your cabin w as broken by t he previous p assenger and w at er w as co m in g in. But he ap ologized f or
not explaining w hat t he problem w as t o you. I'm иz rи Mб wj о и n 't r j z Nn б thj w ho le cost of t he trip,
but w e can r efund you t he ext ra cost f or t he cabin t hat you d idn't have.
TH: Hm m , t hat d oesn't seem m uch. An d m y fancy-dr ess cost um e?
KM : On o ur w ebsit e you can f in d a docum ent f o r insurance claim s. Send in t he form and w j 'll бj и l w it h
t h и t w it h in и w j j k. But , as I said, w j и Oj rj и Ply v j r y so r r y z o r t h j sj б Mz z Mо u lt i j s. So, w j w o u l б
lik j t o o z z j r yo u и 10 per cent discount t he next t im e you b ook an Ar go n au t holiday и s
о o m p j n sи t io n z o r t he problem s you had. Is t hat accept able t o you, M r Hopps?
TH: Well, er, yes, I t hink t hat sou nd s reasonable.
K j l l y M и st j r m и n t o o k so m j notj s б u r in g h j r p h o n j о и ll w i t h T o n y H o p p s.
Co m p l j t j h j r n o t j s.
To n y H o p p s - Q u e e n o f t h e W a ve s
C o m p la in t s:
• c a b in p r o b le m s: .............................................................................
• b u ffe t lu n ch :
• p ro g ra m m e ch a n g e s:
• la u n d r y :
P ro p o se d a ct io n :
• r e f u n d : .............
• in su r a n c e cla im :
• d isc o u n t :
Sect io n 2: Telep h o n in g
Q M at ch t h e t w o h alv e s o f t h e se n t en ces, f o ll o w i n g t h e e xam p le .

1 Co u l d y o u b e a r w it h m e A ...g e t s d o n e b y t h e e n d o f t h e w e e k .
f o r 1 0 m i n u t e s... ^ ------ В ...f o r o u r p a r t in t h is.
2 I'm t e r r i b l y so r r y f o r t h e ... ) С ...p r o b l e m s t h a t y o u ' r e e x p e r i e n c in g .
3 I can i m a g i n e ... 1 D ...h a v e b e e n d r e a d f u l .
4 1 p r o p o se t h a t ... / E ...w e o f f e r y o u so m e so r t o f co m p e n sa t i o n
5 I'll m a k e su r e t h a t i t ... F ...e x a c t l y w h a t h a p p e n e d ?
6 T h a t m u st ... V .> G ...w h i l e I g e t t o t h e b o t t o m o f w h a t w e n t
7 Co u l d y o u t e l l m e ... w r o n g h ere?
8 1 d o a p o l o g i ze ... H ...t h a t w a s t e r r ib l e .
Pu1 t t h j s j n t j n о j s z r o m Sa y i n g i t a c c u r a t e l y 1 in t h j о o rrj о t о и t j go ry .
и s sh o w n in t h j j x и m p lj .
To sh o w r e gr e t / e m p a t h y
To f i n d o u t w h a t t h e p r o b l e m is
1G
To a p o l o g i ze
To p r o p o se a so lu t io n / t o p r o m ise a ct io n
Q Rj би t h j t j lj p h o n j о o n v j r sи t i o n и g и i n . Fin б m o r j sj n t j n о j s to би б to
j ои h oz thj о и t j g o r i j s in Sa y i n g i t a c c u r a t e l y 2 .
О D List j n t o t h j s j s j n t j n о j s, n o t i n g h o w t h j k j y w o r б s и r j st r j ss j б to
40 m и k j t h j sp j и k j r ' s m j и n in g и nб in t j n t i o n о lj и r .
1 I'm t e r r ib ly so r r y f o r t h e p r o b le m s t h a t y o u 'r e e x p e r ie n c in g .
2 I p ro p o se t h a t w e o ffe r y o u so m e so r t o f c o m p e n sa t io n .
3 I'll m a k e su re t h a t it g e t s d o n e b y t h e e n d o f th e w e e k .
4 I d o a p o lo g iz e f o r o u r p a r t in t h is.
34 Sp eakin g
U N IT 8 | D e a l i n g w i t h a co m p l a in t o n t h e t e le p h o n e
Q List e n a ga in t o t h e se n t e n ce s an d r ep e at t h em .
О D List j n t o t w o v j r si o n s o z t h is j x t r ио t z ro m и t j lj p h o n j о и ll и nб и n sw j r
41 t h j q u j st i o n s.
O h d ear . I'm so r r y t o h e a r t h a t . Le t m e j u st g e t a p e n an d I'll n o t e t h e m

d o w n . Ri g h t , can y o u g i v e m e t h e d e t a ils?
1 W h ich v e r sio n is m o r e e f f e ct i v e , t h e f i r st o r t h e se co n d v e r sio n ?
2 W h ich w o r d s d e scr ib e t h e m o st e f f e ct i v e v e r sio n ?
A co n ce r n e d
В d ist r a ct e d
С an n o yed
D ap o lo ge t ic
E p o l it e
F b ored
О В List j n t o t h j s j n t j n о j s z ro m S a y in g it a cc u r a t e ly 1 и nб rj p j и t t h j m ,
42 о o p y in g t h j и p p r o p r iи t j t o n j .
О и List j n t o z o u r sp j и k j r s m и k i n g о o m p l и i n t s. R j sp o n б t o t h j m , u si n g
43 j x p r j ssi o n s z ro m S a y in g it a cc u r a t e ly 1 и nб 2 . P lи y t h j и u б i o CD t o st и r t .
W hj n yo u hj и r thj 0j j p , p и u sj и nб r j sp o n б .
G и Yo u ru n и о и t j r in g о o m p и n y . Si m p l y D j l i о i o u s Fo o б . Y o u r t j l j p h o n j is
44 r in gin g и nб о o m p lи in t s и r j о o m i n g in . P l и y t h j и u б i o CD t o st и r t . W h j n
you hj и r thj 0j j p , p и u sj и nб r j sp o n б .
1 Exp r e ss r e g r e t t h a t t h e r e ' s a p r o b le m a n d f i n d o u t e x a ct ly w h a t t h e
p e r so n is u n h a p p y a b o u t .
2 Exp r e ss e m p a t h y f o r t h e p r o b le m .
3 Su m m a r i ze t h e p r o b l e m f o r t h e m .
4 A p o l o g i ze f o r t h e p r o b l e m a n d p r o m ise t h a t y o u w i l l t a k e a ct i o n o n
t h e p o i n t s r aise d .
5 Pr o p o se a so lu t io n a n d ch e ck t h a t t h i s is a cce p t a b le f o r y o u r clie n t .
6 Pr o p o se a m o r e su b st a n t i a l so lu t io n a n d ch e ck t h a t t h is is a cce p t a b le .
7 Re sp o n d t o t h e r e q u e st a n d f i n i sh t h e call p o lit e ly .
Q T h in k и0 o u t y o u r w o r k p l ио j . W h и t k in б s o z о o m p lи in t s б o yo u бj и l w it h
on и r j gu lи r 0и sis? H o w w o u l б y o u r j sp o n б t o t h j m , u si n g и t l j и st o n j
p h r и sj z r o m t h i s u n it ?
9
Ru n n in g и z ио j -t o - z ио j m j j t in g
S o, le t ’s g et sta rted .
U SEFU L TI PS:
• Go t hr ough t he agend a at t he st art o f t he m eet ing and ch eck no it ems are m issing.
• Ensure goo d t im ekeeping dur ing t he m eet ing, m akin g sure t hat part icipant s st ick t o t he agen d a and don 't
get sidet racked.
• Cont rol t he discussion, m akin g sure all part icipant s cont r ibut e w here relevant and t hat no one person
dom inat es t he w h ole m eet ing.
• Sum m ar ize key decisions at t he end o f each agend a point .
Jи n j t t j is h и v i n g и m j j t i n g w i t h h j r t j и m - F 0и i и n , Lu о y , и nб To n y
О 45 to б i s о u ss t h j r o l l o u t o z и so z t w и r j p r o g r и m .
Janet t e: Everybody is here now . So , Qj R's g j t sRи r Rj б . Now , w e're here t o discuss t he rollout o f t he n ew SAP
cust om er relat ionship program . You are t he people w ho 'll have t o im plem ent it and w e need to
decide w h at you need for t he rollout . So , Qj R's lo o k и t p o in t n u m 0 j r o n j o n t h j и gj n б и :
resources. Fи0 Sи n , w o u l б y o u lik j t o sRи rt ?
Fabian: Right , at t he m om ent t here's a shor t age o f hum an resources t o ...
J: .. .so by t he t ime everyone has finished t he t r aining course, w e should be OK. So , t o su m u p p o in t
n u m 0 j r o n j , w e've agreed t hat Lucy w ill ar range t r aining sessions f o r t he rollout t eam t oget her w it h
SAP and I'll t alk t o Hum an Resources abo ut f in d in g more SAP specialist s.
Lucy: Thanks.
J: Goo d. Lj RTU m o v j o n t o t h j n j x t p o in t : budget . Tony, t h и t 's y o u r z S j Qб .
Tony: Well, I'm af raid t hat w e have a very limit ed b ud get f or t his project , w hich m eans t hat w e really have
t o be im aginat ive about h o w w e allocat e r esour ces...
F: ...Do es t hat m ean t r aining w ill be cut ? Because look at t he problem s w e had last year w it h t he
dat abase. I spoke t o Billy W est in t he dat a cent re and he said t hat t here w as a problem w it h t he —
J: Cи n I st o p y o u t h j r j , Fabian? Vj R's n o t g j t sSб j t r ио kj б . Let Tony tell us w hat exact ly is planned
and t hen w e can ...
J: ...t h e m eet ing has been very useful. W e all have o ur act ion point s t o deal w it h and w e kn o w t he
next st eps. H o w б o j s j v j r y 0 o б y z j j l 0и o u t t h и t ?
T, L, and F: Fine. OK. Good.
J: Great ! So , t h и t w r и p s u p j v j r y t h in g z o r t o б и y. Than ks very m uch for all your ideas. An yb o dy

w an t t o go t o lunch?
Sp eakin g
U N IT 9 | Ru n n i n g a f a ce - t o - f a ce m e e t in g
Lo o k и gи in и t thj и p p r o ио h j s o u t lin j б in U se f u l t ip s. W h iо h t ip s б oj s
Jи n j t t j z o llo w ? U n б j r lin j t h j r j lj v и n t p и r t s o z thj б iи lo gu j и nб notj
t h j t i p s sh j u s j s in t h j m и r g i n . W h i о h t i p б o j s Jи n j t t j n o t z o llo w ?
Q Co m p l j t j t h j s j n t j n о j s w it h w o r б s z ro m th j 0 o x . N o t j t h и t in so m j
sj n t j n о j s, m o r j t h и n o n j w o r б is p o ssi 0 l j .
и im w j lо o m j б ow n m и kj st и r t j б st и r t z ix p o in t s
k iо k si б j t r ои kj б 0j g in sj j о o m in g si g h t on и gr j j
p o in t t h o u gh t s t h in k su m и gj n б и и grj j б up lo o k
G j t t in g t h j m j j t i n g st и r t j б
1 T h a n k y o u all f o r ..................... Le t ' sg e t .................... t o b u sin e ss.

2 I'm g l a d y o u co u ld a l l it . Pe r h a p s w e co u ld m a k e a
3 I' d l ik e t o .................. y o u all h e r e t o d a y . Le t ' s g e t ....................
Sj t t i n g o u t t h j и im s o z thj m j j t in g/ go in g t h r o u g h t h j и gj n б и
4 Th e o f t h i s m e e t i n g t o d a y is t o ................... n e x t y e a r ' s b u d g e t .
5 O n t h e .................. t o d a y a r e t h e f o l l o w i n g ................. f o r d iscu ssio n .
6 Lo o k i n g a t t h e a g e n d a , y o u ' l l ................. t h a t t h e r e ar e f iv e t h in g s t o
d iscu ss t o d ay .
I n t r o б u о in g t h j z i r st p o i n t z or б i s о u ssi o n
7 So , l e t ' s ................. a t .................... n u m b er o ne.

8 Jo h n , w o u l d y o u l ik e t o ....................?
9 Ly n n , w o u l d y o u l ik e t o .................. t h i n g s o f f ?
St i о k in g t o t h j и gj n б и
10 Ca n y o u st o p t h e r e , Pa u l? Let ' s n o t g e t ...................

11 Le t ' s n o t l o s e ................. o f t h e m ain o b j e ct i v e h e r e .
12 Sh a ll w e m o v e ................. t o t h e n e x t p o in t ?
A sk in g z or о o n t r i0 u t io n s z ro m o t h j rs
13 A n y ...................o n t h is, Ja n i n e ?
14 Do w e a l l o n t h is?
15 W h a t d o y o u ................. . Sim o n ?
Su m m и r i z i n g и nб о o n о lu б in g
16 O K, t h a t w r a p s ................. e v e r y t h i n g f o r t o d ay .
17 So , le t 's j u st su m m a r i ze t h e m ain t h i n g s w e ' v e ....................
18 So , t o u p , w e ' v e a g r e e d t h e b u d g e t f o r n e x t year .
Sect io n 3: M eet in gs
О в List en t o t h e se n t e n ce s t o ch eck y o u r an sw e r s.
О List j n t o t h j s j n t j n о j s in S a y in g it a c c u r a t e ly 1 и nб rj p j и t th j m .
46
О о W hj n w j w и n t to hj и r z r o m o t h j r p j o p lj и t и m j j t in g и nб t o g j t t h j ir
47 o p i n i o n s, w j u sj и r i si n g in t o n и t i o n in t h j v o i о j . List j n t o t h j s j
sj n t j n о j s и nб rj p j и t t h j m .
1 A n y id e as a b o u t t h is, Elle n ? *
2 D o w e all t h i n k t h i s is a g o o d id e a? *
3 Sim o n , w h a t d o y o u t h i n k ? *
4 Is e v e r y o n e h a p p y w it h t h is, t h e n ? *
5 Sh a ll w e m o v e o n t o t h e n e xt p o i n t ? *
О В To st o p so m j onj z ro m б i g r j ssi n g , i n t j r r u p t i n g , o r б o m i n и t i n g in и
48 m j j t in g, y o u n j j б to 0j z ir m y j t p o l it j . List j n t o t h j s j s j n t j n о j s и nб
rj pj и t thj m .
1 Jo h n , I t h i n k y o u ' r e g e t t i n g o f f t h e p o i n t h e r e .
2 Pau la, co u l d w e j u st h e a r w h a t N e il h as t o say f ir st ?
3 Ph i li p p a , co u l d w e co m e b a ck t o y o u r p o i n t in a m o m e n t ?
Q Yo u и rj о h и ir in g ( m и n и g in g ) и m j j t i n g w i t h R it и и nб P и o lo t o б i s о u ss t h j
p lи n s z o r t h j u p о o m in g о om pи ny о onz j rj n о j . H j r j is y o u r и gj n б и .
M j j t in g t o б i s о u ss u p о o m in g о om pи ny о onz j rj n о j
D at e : 3 M ar ch
Tim e : 10 a.m .
A t t e n d e e s: Yo u (ch air ), Rit a Kay, Pa o l o d i Fr a n co
A gj n б и
Po i n t o n e : Pr o g r a m m e f o r t h e d a y
Po in t t w o : Po ssib le lo ca t io n s
38 Sp eakin g
U N IT 9 | Ru n n i n g a f a ce - t o - f a ce m e e t in g
Y o u st и r t . B j g i n 0 y о h и ir in g t h j m j j t in g, о o v j r in g t h j z i r st t h r j j p o i n t s.
T h j n p lи y t h j и u б i o CD и nб z o llo w t h j о u j s.
1 Ge t t h e m e e t i n g st ar t e d .
2 Go t h r o u g h t h e a g e n d a f o r t h e m e e t i n g .
3 In t r o d u ce t h e f i r st p o i n t o f d iscu ssio n a n d a sk Rit a t o co n t r i b u t e .
4 Say t h a t y o u lik e Rit a' s su g g e st i o n a n d a sk Pa o lo w h a t h e t h i n k s.
5 Say t h a t y o u lik e Pa u lo ' s su g g e st i o n a n d a sk h im t o co m e u p w it h so m e
d e t a i le d su g g e st i o n s o n t h is.
6 M o ve t h e m e e t i n g o n t o p o i n t t w o o n t h e a g e n d a a n d ask Rit a t o
co n t r i b u t e .
7 Ge t t h e m e e t i n g b a ck o n t r a ck a n d a sk Rit a t o co n t i n u e .
8 Say t h a t y o u lik e Rit a' s id e a a n d a sk h e r t o g e t so m e p r ice s f o r y o u .
9 Su m m a r i ze t h e m a in p o i n t s o f t h e m e e t i n g a n d t h e a ct i o n it e m s a n d
ch e ck t h a t t h e y a g r e e .
10 Ch e ck if t h e y h a v e a n y t h i n g e lse t o ad d .
11 Co n c lu d e t h e m e e t i n g.
W r it j и n и gj n б и z or и m j j t in g и t y o u r w o r k p l ио j . H o w w o u lб y o u st и r t
thj m j j t i n g ? P r ои t i sj и lo u б и nб rj о o rб y o u r sj l z iz p o ssi 0 l j , z o r r j v ij w .
Re m e m b e r t o so u n d :
• p o sit iv e
• in t e r e st e d
• keen t o h ear w h a t o t h e r p eo p le t h in k .
Lи n gu и g j n o Wj
N o t j t h j u sj o z so , r ig h t , и nб w e ll и s si g n и l s in t h j m j j t i n g . W h j n t h j sj k i n б s
oz w o r б s и r j sи i б j m p h и t iо и l l y , t h j y sj r v j t o б ir j о t thj о o n v j r sи t i o n .
So , le t 's g e t st a r t e d .
R ig h t , a t t h e m o m e n t ...
W e ll, I'm su re e v e r y b o d y . ..
Th e sco p e o f m e e t in gs var ies f r o m co u n t r y t o co u n t r y. Fo r e xam p le , in Ja p an , d e cisio n s

ar e n o t u su ally m ad e in a m e e t in g b e t w e e n t w o co m p an ie s. Rat h er , m e e t in gs ar e sim p ly
a w a y o f e x ch a n g in g in f o r m at io n , w h ich is t h en d iscu sse d in t e r n ally b ef o r e a d e cisio n is
m ad e. In t h e U SA , h o w ever , if all t h e k ey m e m b e r s o f st af f ar e p r e sen t , a d e cisio n m ay
b e m ad e t h er e an d t h en . Sim ilarly, et iq u et t e f o r m e e t in gs var ies co n sid er ab ly. Fo r exam p le,
in Ge r m a n y a d e gr e e o f f o r m alit y is r eq u ir ed w h e r e as in Sp ain , it is n o t u n u su al f o r
at t e n d e e s t o sp e ak o ver e ach o t h e r t o g e t t h eir p o in t acr o ss.
Sect io n 3: M eet in gs i 39
N j go t i и t in g и gr j j m j n t
W ell, t h a t ’s an in t er est in g p r op o sa l, but...
U SEFU L TI PS: Su о о j ss z u l n j g o t i и t io n s u su и lly z o l l o w t h is p r o о j ss:
О Jи n j t t j w и n t s t o h ir j so m
p r o jj о t t o r o ll o u t и
j
so z t w и r j p ио
sp j о i и l ist s z ro m
k и gj w o r lб w iб j
и о o n su l t и n о y
z or hj r о
о om pи ny
o m p и n y . Sh j is m
z or и sh o r t - t j r m
j j t in g
St u и r t , и sj n i o r p и r t n j r z ro m th j о o n su l t и n о y , t o б i s о u ss z j j s z o r t h j i r sj r v i о j s.
Janet t e: An d t hat , basically, is w h y I called you, St uart . W e don 't have eno ugh SAP specialist s f or t his job
ourselves.
St uart : I see. So, w hat exact ly do you need?
J: Xj p r o p o sj t h и t you second us five program m ers f o r cust om izing t he basic SAP p ackage t o our
needs, t w o w eb int erface expert s t o m ake sure t he p ackage is user-friendly and one t echnical project
manager.
S: OK. But w j n j j б t o t и lk 0и o u t fees. They w o uld have quit e different daily rates: € 65 0 f or a
program m er, € 87 5 f or t he int erface specialist s and, urn, at least € 1,2 50 f or a project m anager.
Dep en ding on his or her experience.
W ell, w e'd like t o keep t he b oo kkeep in g easy. So, w e'd like t o aggr egat e t hese daily rates. W j
su gg j st t h и t w e pay you € 70 0 per head per day.
I see. Well, t h и t 's Y in t j r j st in g p r o p o sи l, 0 u t € 70 0 per day is f ar t oo low. € 95 0 is nearer

и t he mark.
I б o n 't t h in k w j Z u [б go и lo n g w it h t h и \. You see, w e have very st rict b ud get limit s.
о
Hm m ... ]j \'s t h in k 0и o u t h o w w j о и Y m и k j t h is w o r k . . . A n o t h j r p o ssi 0 ilit y m igh t 0 j t o have

t w o rates: € 65 0 f or t he progr am m er s and €95 0 f or t he ot hers.
But h и ^ j y o u о Zn si б j rj б thj би v и n t и gj s o z just one single f lat rate? It m akes t he adm inist rat ion
so m uch easier. I m ean, w h и t 's t h j б o w n si б j ?
S: I t и k j y o u r p o in t . It's ju st a quest ion o f agreein g t he rate.

J: Right . So, by my calculat ions i z w j и gr j j on и би ily _и \j oz €75 0 pj _ hj иб `j _ б и y, o v j r six
m onths yo u r о o m p и n y w ill r j о j iv j ... just a seco n d ... €772,0 00 .
S: € 75 0 per head per day f or six m ont hs. Yes, I t hink w e о и Y liv j w it h t h и t .
J: Excellent ! So, n ow w e ju st need t o decide w hich people w ill be m ost su it ed ...
40 Sp e akin g
U N IT 10 | N e g o t i a t i n g a g r e e m e n t
Lo o k и gи in и t t h j st и g j s o z n j g o t iи t io n o u t lin j б in U s e f u l t ip s. W r it j t h j
st и g j s in t h j о o rrj о t p l ои j in t h j о o lu m n o n t h j l j z t.
St и g j Sj n t j n о j s z ro m th j о o n v j r sи t i o n
A n o t h e r p o ssib i li t y m i g h t b e t o h a v e t w o r at es:
€ 6 5 0 f o r t h e p r o g r a m m e r s a n d € 9 5 0 f o r t h e o t h e r s.
Bu t h a v e y o u co n sid e r e d t h e a d v a n t a g e s o f j u st o n e
si n g l e f l a t r at e ?
W e n e e d t o t a l k a b o u t f e e s.
W e ll, t h a t ' s an i n t e r e st i n g p r o p o sa l, b u t € 7 0 0 p e r d ay
is f a r t o o lo w . € 9 5 0 is n e a r e r t h e m ar k .
I t a k e y o u r p o in t .
W e can liv e w it h t h a t .
W e su g g e st t h a t w e p a y y o u € 7 0 0 p e r h e a d p e r d ay.
If w e a g r e e o n a d a il y r at e o f € 7 5 0 p e r h e ad p e r d ay,
o v e r six m o n t h s y o u r co m p a n y w il l r e ce iv e € 7 7 2 ,0 0 0 .
A n o t h e r p o ssib i li t y m i g h t b e t o h a v e t w o r at es:
€ 6 5 0 f o r t h e p r o g r a m m e r s an d € 9 5 0 f o r t h e o t h e r s.
Bu t h a v e y o u co n sid e r e d t h e a d v a n t a g e s o f j u st o n e
si n g l e f l a t r at e ?
Le t 's t h i n k a b o u t h o w w e can m a k e t h i s w o r k .
Q M и t о h t h j p h r и sj s и n б sj n t j n о j s o n t h j lj z t w i t h t h o sj o n t h j r i g h t t h и t
h и v j si m i l и r m j и n i n g s.
1 W e p r o p o se t h a t ... A I se e w h e r e y o u ' r e c o m i n g
2 W e n e e d t o t a l k a b o u t ... from .
I d o n ' t t h i n k w e co u ld g o a l o n g В Th a t ' s n o t g o i n g t o w o r k f o r us.

3
w it h t h a t . С Le t ' s t a k e a clo se r l o o k a t ...
4 A n o t h e r p o ssib i li t y m i g h t b e t o ... D W e can g o a l o n g w it h t h a t .
5 I t a k e y o u r p o in t . E W e su g g e st t h a t ...
6 W e can liv e w it h t h a t . F In st e ad , w e co u ld a l w a y s d o ...
0 Rj би thj о o n t in u и t io n o z Jи n j t t j и nб St u и r t ' s n j g o t i и t i o n и nб о o m p lj t j
t h j sj n t j n о j s w it h j x p r j ssi o n s z ro m S a y in g it a c c u r a t e ly 1.
J: O f co u r se , (1 ) t h e su b j e ct o f e xp e n se s.
(2 ) y o u co v e r t h e t r a v e l e xp e n se s f o r all t h e
sp e cia list s d u r i n g t h e i r st ay.
S: Hm m , I'm a f r a i d t h a t (3 ) ...........................................................
J: O K, ( 4 ) .....................................................................sp l it t h e co st b e t w e e n us
in st e a d ?
S: W e ll, O K, (5 ) ......................................................w e p a y 2 0 p e r ce n t an d y o u
p a y 8 0 p e r ce n t .
J: N o , so r r y (6 ) ................................................................H o w a b o u t w e say
5 0 -5 0 b e cau se , as w e d o m o st o f o u r w o r k lo cally , su ch co st s ar e n o t
b u il t in t o o u r f e e s.
S: Ye s, I t h i n k (7 ) .................................................
J: Gr e at !
Q о List j n to thj z o l l o w i n g sj n t j n о j s, n o t i n g h o w t h j sy l l и0 l j st r j ss о h и n gj s
si w h j n th j w o rб z o rm о h и n g j s.
1 W e ’l l p r e se n t o u r f i n d i n g s t o t h e cl i e n t .
W e ' l l b e d o i n g a p r e se n t a t i o n in t h e b o a r d r o o m .
2 W e su g g e st t h a t w e i n cr e a se t h e b u d g e t .
Th a t ' s a su g g e st i o n w o r t h co n si d e r i n g .
3 A n o t h e r p o ssi b i l i t y m i g h t b e t o h i r e m o r e st a f f .
W o u l d i t b e p o ssi b l e t o h i r e m o r e st a f f ?
4 H a v e y o u c o n si d e r e d t h e a d v a n t a g e s o f t e m p o r a r y st a f f ?
I' l l c e r t a i n l y t a k e t h a t i n t o co n si d e r a t i o n .
0 List j n t o t h j s j n t j n о j s и gи in и nб rj pj и t thj m .
0 W h j n n j g o t i и t i n g , it is i m p o r t и n t t o p h r и s j y o u r p r o p o s и l s p o l i t j l y и nб
r j sp j о t z u lly . Co m p и r j t h j z o llo w in g p и ir s o z sj n t j n о j s.
W e r e co m m e n d t h a t y o u g i v e u s f i v e p r o g r a m m e r s.
Giv e u s f i v e p r o g r a m m e r s.
W e su g g e st t h e a g r e e m e n t is f o r a p e r io d o f t w e l v e m o n t h s.
Th e a g r e e m e n t m u st b e f o r a p e r io d o f t w e l v e m o n t h s.
W e w a n t a 10 p e r ce n t d isco u n t .
W e p r o p o se t h a t y o u o f f e r u s a 10 p e r ce n t d isco u n t .
Sp eakin g
U N IT 10 | N e g o t i a t i n g a g r e e m e n t
О 0 52
List j n t o t h j s j n t j n о j s и g и in и nб r j p j и t t h j p o l i t j o n j s.
a 0 W h j n n j g o t iи t in g , y o u m и y w и n t t o m и k j и p o si t i v j о om m j nt on и
53 p r o p o sи l w i t h o u t о o m m it t in g y o u r sj l z z u lly . List j n t o t h j s j s j n t j n о j s и nб
rj pj и t thj m .
1 W e ll, t h a t ' s a p r o p o sa l t h a t ' s w o r t h co n sid e r in g .

2 W e ' ll ce r t a in l y b e a r t h a t in m in d .
3 W e ll, t h a t ' s so m e t h i n g t h a t w e sh o u l d d iscu ss f u r t h e r .
4 Ri g h t , w e ' r e ce r t a in l y o p e n t o t h e id e a.
G 0 Yo u и r j in и m j j t in g t o n j g o t iи t j и бj и l w it h и 0 u ilб in g о o n t r ио tor to
54 rj n o vи t j y o u r o z z iо j . List j n t o t h j и u б i o CD t o h j и r t h j i r q u o t и t i o n и nб
thj n z o llo w t h j о u j s. W h j n y o u h j и r t h j 0j j p , p и u sj и nб r j sp o n б .
1 A sk t h e co n t r a c t o r t o cl a r i f y e x a ct ly w h a t t h a t p r ice w i l l in clu d e .
2 Re j e ct h is p r o p o sa l as it st a n d s a n d p u t f o r w a r d a co u n t e r -p r o p o sa l o f
$ 1 5 0 ,0 0 0 i n c l u d i n g m a t e r ia ls.
3 Re j e ct h is co u n t e r -p r o p o sa l . Su g g e st $ 1 6 0 ,0 0 0 i n c l u d i n g m a t e r ia ls.
Po in t o u t t h e a d v a n t a g e s o f w o r k i n g f o r y o u b e cau se y o u p la n t o
r e n o v a t e all y o u r o f f i ce s a r o u n d t h e co u n t r y n e x t y e a r a n d so t h is
p r o j e ct co u ld le ad t o a lo t m o r e w o r k f o r h im in t h e f u t u r e .
Q W r it j и б iи lo g u j 0и sj б on и n j g o t iи t io n z ro m y o u r w o rk j x p j r ij n о j .
Rj m j m 0j r t o i n о lu б j и ll st и g j s o z th j pro о j ss 0j z o rj rj ои h in g и n
и gr j j m j nt.
G r и m m и r n o aj
N otj how w j u sj t h j z i r st о o n б it io n и l t o in б iо и tj thи t w j и rj о l o sj t o r j ои h in g

и grj j m j nt on и p o in t .
I f w e a g r ee o n a d aily r at e o f € 7 5 0 p er h ead p er d ay o ve r six m o n t h s, y o u r co m p a n y w ill
r eceive € 7 7 2 ,0 0 0 .
I f w e p a y t h eir t r av e ll in g e xp e n se s, t h e n t h e y w o n ' t [ w il l n o t ] b e o u t o f p o cke t .
I f h e d e li v e r s t h e p r o d u ct b y Friday, t h en i t ' l l [ w ill] b e o n t h e sh e lv e s b y M o n d ay.
Th e b a n k w o n ' t [ w il l n o t ] h ave an y co n ce r n s i f w e g u a r a n t e e t h e lo an .
A ssign in g ио t io n p o in t s
W ho w ou ld lik e to ta k e r esp o n sib ilit y f o r t h is ?
U SEFU L TI PS:
• Ask people t o agr ee t o act ion point s rat her t han sim ply t elling t hem t o do som et hing.
• For a general act ion point , e.g. o r gan izin g som ebody t o look aft er visit ors t o a com pany, of fer t he
oppor t unit y t o anybody from t he t eam . It m ay be seen as at t ract ive, especially if it involves ent ert aining t he
visit ors.
• If t he act ion point is unat t ract ive, such as w rit ing t he m inut es o f a m eet ing, and nobody volunt eers, t hen ask
t he m ost qualif ied person. If necessary, ask if t hey can repriorit ize ot her t asks.
• Sum m ar ize w h o is responsible f o r w h at and w hen t hey have agr eed t o deliver.
О 55
Jи n j t t j is h и v i n g
t h j r o llo u t o z и
и m j j t i n g w i t h h j r t j и m - Lu о y , F 0и i и n ,
so z t w и r j p r o g r и m .
и nб To n y - t o б is о u ss
Janet t e: ...an d w e need t o w o rk t oget her w it h SAP expert s on t his if w e w ant t o get t he rollout t o w o rk
properly, r ight ?
Lucy, Fabian, and Tony:
Yeah. Loo ks like it.
J: So, w e need t o speak t o SAP abo ut running a t r aining progr am f o r all t he syst em users. Co u bб y o u
hи nбbj t h и t , Lucy?
L: Sure, I'll call Diet er Grossm ann.
J: H o w so o n о и c y o u finish t he com plet e t r aining program , б o y o u t h in k ?
L: To t rain everybody, w e'll need about t hree m ont hs. So, n o t u n t il t he end o f Sept ember.
J: Great , n ow t he project kick-o ff m eet ing. W e all agreed t o have it on t he t w ent iet h o f July but nobody
has done an yt hing yet, have t hey? No, 1t h o u gh t not . 1 kn o w 1 haven't ! Well, w e need t o m ove f ast on
t hat , so Fabian, о o u bб y o u бj и l w it h t h и t ? Invit at ions t o st art w it h, refreshm ent s, you know .
F: Of course.
J: W h j n w ill t h j in v it и t io n s 0j dj иб e, б o y o u t h in k ?
F: I'll do t hem t his af t er noon.

J: Fine. I fб lik j t o h и v j ghj m out 0y t his evening. Now , next w eek one o f our b iggest cust om ers,
Dimit ri M ischkovic, is co m in g from M o sco w t o visit t he com pany. Pie's arriving on Friday n ight and is
st aying here unt il W ednesday next w eek. Originally, 1w as go in g t o t ake him out in London at t he
w eekend, but m y m ot her is in hospit al. So 1 cj j б so m j 0 o б y t o t ake him out , all expenses paid by
t he com pany, o f course. W h o w o u l б bijj t o t и k j r j sp o n si0 ilit y z o r t h is?
T: Oh, 1 don 't mind. 1 m ean, if n ob od y else w ant s t o t hat is.
F: That 's OK w it h me.
Sp eakin g
U N IT 11 | A ssi g n i n g a ct io n p o in t s
L: I d on 't t hink m y boyfriend w ould like me go in g around London w it h som ebody else anyw ay!
J: Goo d, I'll send you t he det ails, Tony. Now , it em num ber f our on t he agenda: w e are go in g t o be
audit ed.
, F and L: No. Not again! So soon?
J: Yes. Co m p an y policy, I'm afraid. I need som ebo dy t o w rit e a report on our business act ivit ies over t he
last t w elve m ont hs. Is и n y 0 o б y in t j r j st j б in doing t hat ? Tony, h o w б o yo u z j j l 0и o u t t и k in g
r j sp o n sk0 ilit y z o r t h и t ? You have t he m ost experience.
T: Well, it's a bit difficult , Janet t e, you know . I've go t t he depar t m ent m eet ing t o o r gan ize an d t hen t he
b ud get t o do and t hen M r M ischkovic.
F: I could look aft er M r M ischkovic f or you, Tony.
T: No, I m ean, I'm not saying I —
J: W o u l б y o u m i lб p r io r it izin g t h is, Tony? It's really very im port ant .
T: Oh. Well, I suppose so.

J: Thanks. Cи n y o u sj l б mj t h j r j p o rt 0y Fr kб и y m i б б и y? Then you can relax over t he w eekend
w it h M r M ischkovic!
M и kj n otj s и0 o u t t h j p o in t s и gr j j б upon б u r in g t h j m j j t in g.
Em p lo y j j T и sk ( s) и llo о и tj б Fin ish би t j / t im j
To n y • T a k in g ca re o f D im t r i M isc h k o v ic d u r in g T h is w e e k e n d
h is s t a y
Lu cy
Fa b ia n
Q Rj би t h j s j r j q u j st s и n б бj о iб j in w h i о h о и t j go ry t h j y 0 j lo n g.
Fo llo w t h j j x и m p l j s.
• a sk i n g f o r v o l u n t e e r s t o co m p l e t e a t a sk : 1
• a l l o c a t i n g a t a sk t o a p a r t ic u l a r p e r so n : 2
• d e t e r m i n i n g a c o m p l e t i o n t im e f o r t h e t ask : 3
1 W o u l d a n y o n e lik e t o p u t t h e m se lv e s f o r w a r d f o r t h is?
2 Can I le av e t h a t w i t h y o u , Je a n ?
3 Ca n y o u se n d m e t h a t b y n e x t M o n d a y ?
4 Co u l d y o u t a k e car e o f t h a t , Ku m i k o ?
5 H o w so o n d o y o u t h i n k y o u can f i n i sh t h a t ?
6 I'm l o o k i n g f o r so m e b o d y t o l o o k a f t e r t h is.
7 Is a n y b o d y in t e r e st e d in d o i n g t h is?
8 Co u l d y o u d e a l w i t h t h a t ?
9 W h o w o u l d l ik e t o t a k e r e sp o n si b il it y f o r t h e m in u t e s?
10 is e n d Fe b r u a r y r e a list ic as a d e a d l in e ?
11 W h e n w i l l t h a t b e r e ad y, d o y o u t h i n k ?
12 Co u l d y o u h a n d l e t h a t ?
13 W i ll y o u b e a b le t o g e t t h a t d o n e b y t o m o r r o w ?
14 W o u l d y o u t a k e r e sp o n si b il it y f o r t h a t , D a v id ?
15 A r e t h e r e a n y v o l u n t e e r s t o d o t h is?
z jj Co m p l j t j t h j s j r j q u j st s w i t h w o r б s z ro m th j 0 o x.
oz 0 y z or и0 out w it h in
1 Ca n y o u t a k e c a r e .......................t h a t ?
2 Is a n y o n e i n t e r e st e d .......................d o i n g t h is?
3 W h o w o u l d l ik e t o t a k e r e sp o n si b i l i t y ..................... t h is?
4 H o w d o y o u f e e l ..................... d o i n g t h is?
5 W h e n d o y o u t h i n k t h e r e p o r t w i l l b e r e a d y ....................... ?
6 W i ll y o u d e a l .......................t h a t f o r m e?
И Co m p l j t j t h j о o n v j r s иt i o n w i t h q u j st i o n s z ro m S a y in g it a c c u r a t e ly 2 .
Ja n e t t e : O K, a n d w e a lso n e e d t o d e cid e w h o is g o i n g t o p r e p a r e t h e
f i n a n c i a l st a t e m e n t s t h a t t h e a u d it o r s w i l l n e e d t o see.
( 1) ?
Fa b ia n , ( 2 ) ...................................................................................?
Fa b ia n : I su p p o se so .
J: Gr e a t , t h a n k s. ( 3 ) .....................................................................?
F: W o u l d f i r st t h i n g M o n d a y m o r n i n g b e O K?
J: Pe r f e ct , so , m o v i n g o n ...
S иy in g it о l j иr ly
Г \ List j n t o t h j r j q u j st s in S a y in g it a c c u r a t e ly 1 иn б r j p j иt t h j m .
l| | l
56 N o t e t h a t in t h e Yes/ N o q u e st io n s, t h e i n t o n a t i o n g o e s u p a n d in t h e
W h o / H o w / W h e n q u e st io n s, t h e i n t o n a t io n can g o d o w n .
Ca n y o u I l e a v e t h a t w i t h y o u , Je a n ? *
H o w d o y o u f e e l a b o u t t a k i n g r e sp o n si b i l i t y f o r t h a t ? ^
Re m e m b e r t o st r e ss t h e k e y sy lla b le s a n d w o r d s.
W h e n w i l l t h a t b e r ea d y , d o y o u t h i n k ?
46 Sp eakin g
U N IT 11 | A ssi g n i n g a ct io n p o in t s
О D W h j n m и k in g и r j q u j st , it is i m p o r t и n t t o so u n б p o l it j . List j n t o six
57 sj n t j n о j s z ro m S a y in g it a c c u r a t e ly 2 и nб бj о iб j iz t h j r j q u j st s и r j
p h r и sj б p o l i t j l y o r im p o lit j l y .
1 Ca n y o u t a k e car e o f t h a t ? i m p o l i t e ly p o l it e l y
2 Is a n y o n e in t e r e st e d in d o i n g t h is? i m p o l i t e ly p o l it e l y
3 W h o w o u l d lik e t o t a k e r e sp o n si b il it y f o r t h is? i m p o l i t e ly p o l it e l y
4 H o w d o y o u f e e l a b o u t d o i n g t h is? i m p o l i t e ly p o l it e l y
5 W h e n d o y o u t h i n k t h e r e p o r t w il l b e r e a d y b y? i m p o l i t e ly p o l it e l y
6 W i ll y o u d e a l w i t h t h a t f o r m e? i m p o l i t e ly p o l it e l y
О в
58
List j n t o t h j s j n t j n о j s, n o w p h r и s j б p o l it j ly , и nб rj p j и t th j m .
Q Yo u и r j in и p r o jj о t tj и m m j j t in g w it h z iv j о o l l j и g u j s. A sk y o u r
о o llj и gu j s t o б o thj z o l l o w i n g t и sk s. I z p o ssi 0 l j , r j о o rб y o u r sj l z z or
r j v ij w .
T и sk P j r so n Co m p lj t io n би t j / t im j
1 W r it j t h j p r o p o s и l z or и nj w Jj ssi о и By Fr i б и y
p r o jj о t.
2 So u r о j sи m p l j s z o r thj nj w Ch r is By t h j j nб oz thj m onth

о o m p и n y lo g o .
3 Prj p и rj и q u o t и t io n z or и A y ish и By n j x t T h u r s б и y
p o t j n t iи l n j w о l i j n t , M i llw o o б
и nб Co .
4 W r it j и n иб v j r t i sj m j n t t o go Dи n By t h j j nб oz thj би y
in t h j p и p j r z or и nj w oz z iо j
m и n и gj r .
5 O r g и n i z j t h j p u r о h и sj и nб So p h i j By N o v j m 0j r
бj li v j r y o z t h j n j w IT
h и rб w и rj .
Q T h in k и0 o u t y o u r o w n w o r k p l ио j . M и kj notj s o z r j q u j st s y o u t y p i о и lly
m и kj to о o l l j и g u j s. T h j n p r ои t is j t h j m и lo u б .
Ru n n in g и t j lj о onz j rj nо j
H i, t h is is L ee M in g here.
U SEFU L TI PS:
• One person should t ake t he role o f t he facilit at or. The facilit at or should lay out t he ground rules f or t he
m eet ing at t he st art and cont rol t he part icipant s. Only t he f acilit at or should int errupt anot her speaker.
Ot herw ise, it can get very conf using.
• As w it h r egular m eet ings, t here should be a clear agend a, if possible w it h st rict t im e limit s f or each it em.
• The facilit at or should ask people by nam e t o cont ribut e t o specific t opics. Each speaker should give t heir
nam e before sp eaking.
• Clarit y is essent ial in a t eleconference, so nat ive speaker s should aim t o sp eak clearly, f o r exam ple m inim izing
t he use o f diff icult idiom s, and non-nat ive speaker s should ask if anyt hing is unclear.
• The facilit at or should do a sum m ar y o f all point s discussed at t he end o f t he t eleconference.
Jи n j t t j is z ио ilit и t in g и t j lj p h o n j о onz j rj n о j z r o m Lo n б o n w i t h p и r t i о i p и n t s z ro m
О
59 и ro u n б t h j w o r l б , P j t r и , C и r l o , Sи n j и y , и nб Lj j M in g.
Janet t e ...so t hat 's Petra, Car lo, Sanjay. W e're just w ait in g f o r Lee M ing and t hen -
Syst em Ping \ Speaker five is ent er ing t he conf er ence room.
Lee M ing Hi, t h is is nj j M in g oj pj .

J Great ! So, it 's Jи n j t t j oj pj q Th an k you all f or part icipat ing t oday. Before w e st art , let's ju st ch eck
som e gro un d rules f or t elephone conf erences. P rj и sj и lw и y s giv j y o u r n и tj z ir st , so t hat w e all
kn o w w ho 's sp eaking. Also, б o n 't in t j r r u p t o t h j r sp j и k j r s, p l j и sj q I'll m ake sure t hat w e keep
t he conversat ion on t rack and d on 't lose any t im e. Finally, p rj и sj о o u rб y o u m и k j supj t h и t yo u
sp j и k о l j и r ly and ju st rj t tj kn o w vz и n y t h in g is u n о rj и r ? OK?
Petra, Car lo, Sanjay, an d Lee M ing:

Yes. Fine. Goo d. OK.
J Right , let's run t h ro ugh t he agend a. First o f all w e w ant t o look at ...
P .. .t he hardw are and t he sof t w ar e is n ow being t est ed and w ill be ready —
С But Petra, t hat 's not t he problem at all! W e need t o kn o w w hen!

J Janet t e here. So r r y Cи r lo , о и w y o u rj x yj xpи z in ish ? As 1said at t he b egin nin g o f t he t eleconference,
just o n j sp j и k j r и t и t im j .
С Ah yes. Urn, Car lo here. Sorry about that . Co u rб y o u pj zj и t xoи x, yj xpи { Ab o ut t he soft w are t est ing?
P Petra here. No problem . So it 'll be r eady...
S and w p t hink t hat t he ad van t aaes of o ut sourcina all act ivit ies t o M um bai w ill be m uch areat er if
w e are w o r kin g closely w it h Singapore.
LM Hm m . Lee M ing here. I'm n o t su r j w h и t y o u tj и w 0y |о lo sj ly '.
Sp e akin g
U N IT 12 | Ru n n i n g a t e le co n f e r e n ce
S: Sanjay here. W ell, w e have a lot o f sof t w ar e progr am m er s w h o could quickly develop t he product s
t hat your people in Singapo re design.
J Janet t e here. W h и t б } yo u t h in k 0и out thи t, Lee M ing?
LM Lee M ing here. Urn, w ell it d epends on w h at t he designers are lo okin g f o r b ecau se...
J ...W ell, t hat w as all very helpful, I t hink. So , ~j t j j о и o u r б isо u ssio n . The next st ep is f or all of
us t o begin w o rk on sp eakin g w it h all t he key suppliers in M um bai...
...an d w hen t hat 's f inished, t he project w ill be over. Is t h и t ио о j и0 ~j t o yo u , Sanjay and Lee M ing?
S an d LM Yes. That 's fine.
J An d h o w 0и o u t yo u , Petra and Car lo? An y quest ions?
P an d С No, I'm happy. Sou nd s go od.
J Excellent ! Then, I t hink t hat 's eno ugh f or today. W e have anot her m eet ing scheduled f o r ...
A sj о r j t и r y t o o k so m j notj s z o r t h j m i n u t j s. C o m p l j t j h j r n o t j s.
A t t h e s t a r t Ja n e t t e la id o u t g ro u n d r u le s. S h e a sk e d sp e a k e r s t o :
.................................... i n t e r r u p t e d ........................................ w h en sh e
w a s t a lk in g a b o u t so ft w a r e t e st in g .
..................................... a s k e d ........................................ t o cla r if y w h a t h e
m e a n t b y w o r k in g ‘c l o s e l y ’ t o g e t h e r .
Ev e ry o n e a g re e d o n a n a c t io n p o in t t o s t a r t d is c u s s io n s w it h
A n o t h e r t e le c o n f e r e n c e is b o o k e d .
P u t t h j sj sj n t j n о j s z ro m th j 0 j g in n in g o z и t j lj о onz j rj nо j in t h j о o rrj о t o rбj r.
[ ] Be f o r e w e st ar t , le t ' s j u st lay o u t so m e g r o u n d r u le s f o r t e l e p h o n e
co n f e r e n ce s.
] Fin ally , j u st le t m e k n o w i f a n y t h i n g is u n cle ar .
] Fir st ly, p le a se a l w a y s g i v e y o u r n a m e f ir st .
1] So , it 's Ka r e n h er e.
] Ri g h t , le t ' s r u n t h r o u g h t h e a g e n d a .
] Se co n d ly , d o n ' t i n t e r r u p t o t h e r sp e a k e r s, p le ase .
] T h a n k y o u all f o r p a r t i c i p a t i n g t o d ay .
] Th ir d ly , p le ase co u l d y o u m a k e su r e t h a t y o u sp e a k cle a r ly ?
0 Co m p le t e t h e se n t en ces w it h w o r d s f r o m t h e b o x.
z i n i sh о om j in t j r r u p t so r r y sp j иk j r z i n i sh j б th j rj lj t
1 Excu se m e, m ay I ......... .... y o u t h e r e ?

2 So r r y H an s, let Za r a
3 Excu se m e, I ' m ............. . t o i n t e r r u p t , b u t ...
4 O n e ...............a t a t im e , p le ase .
5 So r r y, can I ...............in h e r e ?
6 So r r y Kim , can I st o p y o u ...............?
7 Fab r ice , I d o n ' t t h i n k Ch r is h a s ...............y e t .
8 Gill, p le a se co u ld y o u ............ A l e x f i n i sh ?
M иt о h t h j t w o h иl v j s o z t h j s j q u j st i o n s u s j б to иsk z or о l иr i z i о иt i o n иn б
r j p j t it io n .
1 So r r y, b u t I d o n ' t ... 3 A . . . I m isse d t h a t . Co u l d y o u say it a g a i n ,
2 So r r y, b u t I d i d n ' t p le ase ?
q u it e cat ch t h a t . Co u ld В ...q u i t e f o l l o w y o u . Co u l d y o u r e p e a t
y o u ... w h a t y o u j u st sa id ?
3 So r r y , I'm a f r a i d ... С ...w h a t y o u m e a n t b y t h a t . W o u l d y o u
4 Excu se m e, b u t I'm n o t m in d r e p e a t i n g it ?
su r e ... D ...r u n t h a t b y m e o n e m o r e t im e ?
S иy in g it о l j иr ly
О □ List j n t o t w j l v j sj n t j n о j s z r o m Sa y i n g i t a c c u r a t e l y 1, 2 иn б 3 иn б r j p j иt
60 thj m .
N o t e h o w t h e sp e a k e r ' s i n t o n a t i o n g o e s бo w n w h e n in t r o d u cin g a
t e l e c o n f e r e n ce , i n t e r r u p t i n g p o l it e l y a n d d e a l i n g w i t h in t e r r u p t i o n s, b u t
u p w h e n a sk i n g f o r cl a r i f i c a t i o n a n d r e p e t it i o n .
B e f o r e w e st a r t , l e t ' s j u s t ch e ck so m e g r o u n d r u l e s f o r t e l e p h o n e
co n f e r e n ce s. ^
Fa b r i ce , I d o n ' t t h i n k Ch r i s h a s f i n i sh e d y e t . ^
So r r y , ca n I co m e i n h e r e ? *
Ex cu se m e, b u t I' m n o t su r e w h a t y o u m e a n t b y t h a t . W o u l d y o u m i n d
r ep ea t in g it ? *
S иy in g it иp p r o p r i иt j ly
О D List j n t o t h j s j z o u r r j q u j st s, бj о i б i n g w h j t h j r t h j sp j иk j r so u n б s
61 p o l i t j o r im p o lit j .
50 Sp eakin g
U N IT 12 | Ru n n i n g a t e le co n f e r e n ce
1 Ple ase a l w a y s say y o u r n a m e f ir st . im p o l i t e p o lit e
2 Be g i n b y sa y i n g y o u r n a m e , p le ase . im p o l i t e p o lit e
3 Ple ase d o n ' t cu t in o n p e o p le . im p o l i t e p o lit e
4 Ple ase d o n ' t i n t e r r u p t o t h e r sp e ak e r s. im p o l i t e p o l it e
О 62
0 List j n t o t h j r j q u j st s, t h i s t i m j sи i б p o l it j ly , и nб rj p j и t th j m .
Q Yo u и rj th j z ио ilit и t o r и t и m j j t i n g in B j r l in w i t h t h j z o llo w in g
p и r t i о i p и n t s:
Ka zu m i f r o m Ja p a n Pie r r e f r o m Fr an ce
Em in f r o m Tu r k e y Ja k e f r o m t h e U SA
In t ro б u о j y o u r sj l z , w j lо o m j t h j p и r t i о i p и n t s, и nб lи y o u t t h j gr o u n б
r u lj s z o r t h j t j lj о onz j rj n о j .
О 63
0 Th j m
0j j p , p и u sj
j j t i n g is u n б j r w и y . P l и y t h j
и nб r j sp o n б . U sj t h j p r o m p t s
и u б i o CD t o st и r t . W h j n y o u h j и r t h j
0 j lo w t o in t j r r u p t
и p p r o p r iи t j ly .
1 In t e r r u p t p o l it e l y a n d d e a l w it h Em in i n t e r r u p t i n g Pie r r e .
2 In t e r r u p t p o l it e l y a n d a sk Ja k e t o cl a r i f y w h a t h e m e an s an d n o t t o u se
id io m s.
3 In t e r r u p t p o l it e l y a n d a sk Pie r r e t o r e p e a t w h a t h e said .
4 In t e r r u p t p o l it e l y a n d a sk Em in i f h e a g r e e s w i t h t h e su g g e st i o n .
5 In t e r r u p t p o l it e l y a n d r e m in d sp e a k e r s n o t t o t a l k a t t h e sam e t im e .
Q| I m и g in j t h и t y o u и rj z ио ilit и t in g и t j lj о onz j rj n о j z or и p r o jj о t tj и m и t
y o u r w o r k p l ио j .
Fir st , m a k e n o t e s o n :
• h o w y o u a r e g o i n g t o st a r t t h e m e e t i n g
• w h o is a t t h e p r o j e ct t e a m m e e t i n g
• t h e p u r p o se o f t h e m e e t i n g.
Th e n st a r t t h e t e l e c o n f e r e n ce w it h an in t r o d u ct i o n t o t h e m e e t in g:
• in t r o d u ce y o u r se l f
• w e l co m e t h e p a r t icip a n t s
• lay o u t t h e g r o u n d r u le s
• go t h r o u gh t h e age n d a.
Pr j sj n t in g и p ro б u о t o r sj rvi о j
I w a n t to tell y ou tod ay abou t...
U SEFU L TI P S: W h j n p r j s j n t in g и p r o б u о t o r sj r v i о j , иn j z z j о t iv j w и y t o о o n v in о j y o u r и u б ij n о j
is t o z o llo w t h j FA B и p p r o о и h:
• j и t u j h igh light t he f eat ures o f t he product or service you w an t t he audience t o f o cu s on.
• A б v и n t и gj : sh ow h ow t hese f eat ures m ake t he product or service bet t er t han its predecessors or
com pet it ors.
• Bj j z sh ow h ow t his product or service w ill im prove t he user's life.
T h is и p p r o ои h о и n 0j gr o u p j б in t o и th rj j - st j p p r j s j n t и t io n st r u о t u r j :
1 In t r o d u ct io n : su m m ar ize w h at yo u ar e go in g t o t ell t h e au d ien ce.

2 M ain body: t ell t h em .
3 Co n clu sio n : t ell t h em w h at t h ey sh o u ld d o next .
О St j v j D u n n , sи l j s r j p r j sj n t и t i v j z o r C o m p i x I n о , is p r j s j n t i n g и n j w Cu st o m j r
’* 64*' R j l и t i o n sh i p M и n и g j m j n t ( CR M ) p i j о j oz so z t w и r j о и ll j б iCu st o m j r .
St eve: Well, go o б иz t j rnoon, иб j s и б g j n t j m j n . I’ m St eve Dunn и б I w и nt to j ll yo u t o би y

0и out Com pix's new CRM applicat ion f or your iPhone, t he iCust om er.
First ly, I'll бj m o n st r и t j exact ly w h at t his sof t w are is capable o f doing.
Th j n , I'll o u t lin j t he advant ages t his has over convent ional CRM syst ems.
и I'll sh o w you h o w t his can help boost t he product ivit y o f your salesforce significant ly.
So , z ir st o z и as a salesm an I can tell you w hat w e all w an t is u p-t o-t he-m inut e inform at ion about
our cust om ers. iCust om er links your salespeople direct ly w it h your cent ral cust om er dat abase so t hat
at any t im e t hey can ch eck w h at exact ly t he...
...w it h o u t any t im e lost. M o v in g o n t o m y n j xt p o in t , w h и t и j thj би v и n t и gj s o z t he real-t ime

inform at ion provided by iCu st om er over ot her CRM syst em s? Well, it m eans t hat f or t he first t ime
ever your salespeople a lw a y s have u p-t o-dat e det ails about your cust om ers. Cur rent credit rat ings for
exam ple, any problem s w it h recent orders or m aybe a new special of fer t hat headquart ers w an t s...
...o f course, because it has a phone f unct ion. So , z in и lly , w h и t и j thj j и l 0j nj z it s for your
salespeople? Tw o w ords: increased product ivit y. Our research sho w s t hat salespeople are able t o m ake
at least 15 per cent m ore cust om er visit s per w eek, leading t o an increased sales volum e o f up t o 30
per cent and t hat 's not all. W it h ...
In о n о lu sio n ,if you com m it t o using iCust om er, w e are o ff er ing a free consult ancy service f or your
business. Our expert s w ill visit yo ur co m pany an d ...
Than k you f or list ening. z и nyonj и и n y q u j st io n s. I' б 0j h и p p y t o и n sw j r j .
Sp e akin g
U N IT 13 | Pr e se n t in g a p r o d u ct o r se r v ice
[ ust om er: Yes, I do. Do you provide sof t w ar e t r aining f o r users as part o f t he p ackage?
St eve: I'm p j и sj б t h и t y o u и sk j б t h и t q u j st io n . W e don 't provide t r aining ourselves, but our sist er
com pany is responsible f or t hat and I'm sure w e could discuss w ays t hat w e could incorporat e t hat
int o t he p ackage...
St j v j z o l l o w s t h j FA B и p p r o ио h o u t lin j б in U se f u l t ip s. List j n и gи in
^ l1 w it h o u t r j иб in g и nб t iо k t h j fe a t u re s, a d v a n t a g e s, и nб b e n e f it s oz
i Cu st o m j r t h и t h j m j n t io n s.
1 Fj и t u r j s
A iCu st o m e r a l lo w s y o u r cu st o m e r s t o p la ce o r d e r s d ir e ct l y w i t h t h e
co m p an y .
В iCu st o m e r p r o v id e s a l in k b e t w e e n sa l e sp e o p l e a n d cu st o m e r s' d a t a .
С iCu st o m e r p r o v id e s a l in k b e t w e e n sa l e sp e o p l e a n d su p p lie r s.
2 A б v и n t и gj s
A Yo u r sa l e sp e o p l e a l w a y s h a v e cu r r e n t i n f o r m a t i o n a b o u t cu st o m e r s.
В It 's ch e a p a n d e asy t o in st all.
С It 's m o r e u se r -f r i e n d l y t h a n a n y o t h e r syst e m .
3 Bj n j z it s
A Yo u w il l sav e m o n e y.
В Yo u w il l p r o d u ce a b e t t e r p r o d u ct .
С Yo u r sa le sf o r ce w il l b e a b le t o se ll m o r e p r o d u ct s.
Q St j v j g o j s o n t o p r j s j n t и n o t h j r n j w p r o б u о t , t h j T o p - sp y A n t i - v i r u s
Sy st j m 4 ( T A S 4 ) . R j o r б j r t h j j x t r ио ts z r o m t h i s p r j sj n t и t i o n z or и nj w
sj о u r i t y sy st j m so t h и t it z o l l o w s t h j FA B и p p r o ои h.
1 By i n st a l l i n g TA S 4, y o u w i l l sav e t im e a n d m o n e y b y p r o t e c t i n g y o u r
co m p u t e r s a g a i n st v ir u se s.
2 It 's w e l l w o r t h u p g r a d i n g t o TA S 4 b e cau se o f it s l o w RA M o r m e m o r y
u sa g e co m p a r e d t o p r e v i o u s v e r sio n s. Co n su m e r su r v e y s h a v e also
sh o w n it t o b e m o r e r e li a b le t h a n o t h e r sy st e m s cu r r e n t ly a v a il a b le .
3 TA S 4 is a co m p r e h e n si v e In t e r n e t se cu r it y sy st e m i n c l u d i n g a f i r e w a l l
a n d a n t i sp y w a r e .
Sect io n 4: Pr esen t at ion s an d co n f er en ces

M и t о h St j v j ' s p h r и s j s o r s j n t j n о j s o n t h j lj z t w i t h t h o sj o n t h j r i g h t
t h и t sj r v j t h j sи m j p u r p o sj .
1 I w a n t t o t e l l y o u t o d a y a b o u t ... A Fir st o f all, I' l l ... N e xt ,

2 Fir st ly, I'll d e m o n st r a t e ... Th e n , I'll I' l l ... A n d f i n a l l y , I' l l ...
o u t l i n e ... Last ly, I'll sh o w y o u ... В Let ' s l o o k n o w a t ...
3 M o v i n g o n t o m y n e x t p o in t , ... С M y t a l k t o d a y is a b o u t .
4 W h a t ar e t h e a d v a n t a g e s o f ...? D Ple ase f e e l f r e e t o ask
5 In c o n c lu si o n ,... q u e st io n s.
6 If a n y o n e h as a n y q u e st io n s, I' d b e E To su m u p ,...
h a p p y t o a n sw e r t h e m . F Th a t ' s a g o o d q u e st io n .
7 I' m p le a se d y o u a sk e d t h a t G W h y is t h i s im p o r t a n t ?
q u e st io n . Be ca u se ...
В Co m p l j t j St j v j ' s p r j s j n t и t i o n u si n g p h r и s j s z ro m S a y in g it a c c u r a t e ly 2 .
.................................................................Te le sm a r t , a n e w co m m u n ica t i o n s
p a ck a g e w e ' r e o f f e r i n g t o o u r lo y al cu st o m e r s.................................................
d e m o n st r a t e h o w it w o r k s............................................... o u t l i n e t h e
a d v a n t a g e s co m p a r e d t o o t h e r p a ck a g e s a v a i l a b l e
.................................................sh o w y o u h o w it can b e n e f i t y o u r b u sin e ss...
...w h i c h m e a n s t h a t y o u can co m b i n e all y o u r b u sin e ss co m m u n ica t i o n s
in o n e si n g l e p a c k a g e ........................................Be cau se it is m u ch m o r e
st r a i g h t f o r w a r d t h a n h a v i n g a n u m b e r o f d i f f e r e n t p r o v id e r s f o r e ach
se r v i ce ................................................... h o w m u ch m o n e y t h i s can sav e y o u
e v e r y y e a r ...
...a n d s o , ............................................ Te le sm a r t is a c o n v e n i e n t w a y o f
sa v i n g y o u m o n e y . T h a n k y o u f o r y o u r t im e . N o w o v e r t o y o u .
О n List j n t o и n j x t r ио t oz St j v j ' s p r j s j n t и t i o n in S a y in g it a c c u r a t e ly 1.
N o t e h o w St e v e ' s i n t o n a t i o n is v a r ie d , w h ich m a k e s t h e p r e se n t a t io n
i n t e r e st i n g t o list e n t o . H e a lso e m p h a si ze s i m p o r t a n t w o r d s, su ch as
p r o d u ct n a m e a n d f e a t u r e s, a d v a n t a g e s, a n d b e n e f it s.
T A S 4 is a co m p r e h e n siv e In t e r n e t se cu r it y sy st e m in clu d in g a f ir e w a ll
and a n t isp y w a r e .
Q List j n t o St j v j и g и i n . R j p j и t t h j sj n t j n о j s, u si n g t h j s и m j j m p h и si s o n
k j y w o r б s. P и u s j w h j n y o u n j j б to.
54 Sp e akin g
U N IT 13 | Pr e se n t in g a p r o d u ct o r se r v ice
О и Th j w и y yo u бj
y o u sи y. List j n t o s j n t j n о
l i v j r y o u r p r j s j n t и t i o n is и l m o st
j s z r o m t h j p r j s j n t и t io n in
и s im p o r t и n t
Sa y in g
и s w hи t
it a cc u r a t e ly 3 .
T iо k t h j st и t j m j nts thи t и rj t ru j и0 o u t t h j sp j и k j r ' s st y l j o z бj li v j r y .
1 Th e p r e se n t e r so u n d s c o n f i d e n t a n d se lf -a ssu r e d .
2 Sh e so u n d s n e r v o u s a n d u n co m f o r t a b le .
3 Sh e so u n d s b o r e d w h e n t a l k i n g a b o u t h e r p r o d u ct .
4 Sh e so u n d s p a ssio n a t e w h e n t a l k i n g a b o u t h e r p r o d u ct .
5 Th e p r e se n t a t io n is sl o w a n d b o r i n g .
6 Th e p r e se n t a t io n is w e l l -p a ce d a n d e asy t o f o l lo w .
7 Th e p r e se n t a t io n is r u sh e d a n d h a r d t o f o l lo w .
List j n и g и i n t o t h j p r j sj n t и t i o n и nб r j p j и t it .
□ St j v j h би t o p u ll o u t o z t h j p r j sj n t и t i o n и t t h j l и st m i n u t j и nб hj gи v j
y o u h is n o t j s и0 o u t i Cu st o m j r и nб T A S 4 . D j l i v j r h is p r j s j n t и t i o n o z thj
t w o p r o б u о t s, u si n g t h j n o t j s 0j lo w . I n о l u б j p h r и sj s z r o m t h j u n it . z
p o ssi 0 l j , r j о o rб y o u r sj l z z o r r j v i j w . Co m p и r j y o u r p r j s j n t и t io n t o St j v j ' s.
Pro б u о t Fj и t u r j s A б v и n t и gj s Bj n j z it s
i Cu st o m e r It p r o v i d e s a l in k Yo u r sa l e sp e o p l e In cr e ase d p r o d u ct iv i t y :
b et w een a l w a y s h a v e u p -t o - sa l e sp e o p l e can m a k e 15
sa l e sp e o p l e an d d at e in f o r m at io n p e r ce n t m o r e cu st o m e r
cu st o m e r s' d a t a . a b o u t cu st o m e r s. v isit s p e r w e e k a n d 30
p e r ce n t m o r e sales.
TA S 4 A co m p r e h e n si v e • l o w RA M co m p a r e d Yo u w i l l sav e t im e an d
In t e r n e t se cu r it y t o p r e v i o u s v e r sio n s. m o n ey b y p r o t e ct in g
syst e m i n c l u d i n g • co n su m e r su r v e y co m p u t e r s f r o m v ir u se s.
f ir e w a ll an d sh o w e d it t o b e m o r e
a n t i sp y w a r e . r e li a b le t h a n o t h e r
sy st e m s a v a il a b le .
В Co m p l j t j t h i s t и0 l j w i t h t h j z j и t u r j s, иб v и n t и g j s, и nб 0j nj z it s o z и
p r o б u о t o r sj r v i о j z r o m y o u r lin j o z w o r k . T h j n бj l i v j r y o u r p r j s j n t и t io n .
Iz p o ssi 0 l j , r j о o rб it z o r r j v ij w .
P r o б u о t / sj r v i о j Fj и t u r j s A б v и n t и gj s Bj n j z it s
Sect io n 4: Pr esen t at io ns an d co n f er en ce s i 55
W o r k in g o n и sи n б
W ou ld y ou be in t er est ed in f in d in g o u t m ore a b o u t t h is ?
U SEFU L TIPS: W h j n w o r k in g o n и st и n б , и sk q u j st io n s r и t h j r t h и n sim p ly p r j sj n t in g p ro б о .

Th is w ill giv j t h j st и n б v isit o r t h j z j j lin g t h и t t h j z o о u s is o n t h j ir in j r j st s и б j j б
• Find o u t w h at b u sin ess t h e visit o r is in an d w h o t h eir cu st o m er s are.
• Find o u t w h at t h eir cu st o m er s w an t .
• Find o u t w h at w o u ld m ake t h e visit or 's lif e easier an d su ggest w ays t o h elp t h em ach ieve t h at go al.

О 67
Am и nби is и
Sh j is o n t h j st и n б
s и l j sp j r so n
и t и о
z o r Co m p ix In о
o m p u t j r in б u st r y t r б и j
и so z t w и r j
z и
бj v j lo p m j n t
ir in Lo s A n g j l j s.
о om pи ny.
Am an d a Hi t here. и n 1 h j lp yo u?
Co lin W h at ? Oh m e? 1w as ju st lo o k in g at so m e o f t h ese b r ochu r es.
A W ell, I'm Am an d a.
С Ah . I'm Co lin .
A W и z j б z 0 sin j s и r j yo u in, Co lin ?
С I'm a sp ecialist pu blish er . 1 d o n ' t really kn o w m u ch ab o u t co m p u t er so f t w ar e an d

h ar d w ar e, I'm af r aid . 1 p u b lish b o o ks ab o u t st am p co llect in g.
A j и llv? W ho и r j vo u r о st om j rs?

С W ell, d if f er en t t ypes o f p eo p le. Ch ild r en , t een ager s, ad u lt s, p eo p le w h o h ave r et ired ...
m o st ly m ale, o f co u rse.
A 1 see. б w h и t и r j yo u r о st om j rs lo o k in g z r?

С W ell, in f o r m at io n an d b o o ks ab o u t st am p s. Par t icu lar ly pr ices, t rad e f air s o r ar t icles ab o u t
t h e h ist o r y o f p ar t icu lar st am p s.
A O K... b u t w h и и rj t hj о и j ¡j yo u z ио j in r each in g t h em ?
С W ell, t her e are lot s o f st am p co llect o r s, b u t t h ey'r e all o ver t h e w o r ld . It's ver y hard t o
r each t h em so it's d if f icu lt t o sell m y co m p an y' s b o o ks. Nor m al b o o ksh o p s w o n ' t t ake
t hem . So 1 pu t ad ver t isem en t s in st am p m agazin es, b u t t h at 's exp ensive.
A Of co u r se. W ell, w б yo u 0j int j ¢j st j б in £j ¡ t o h elp yo u r each a w o r ld w id e
au d ien ce, 24/ 7?
C: Usin g t h e In t ernet , 1su p p o se 1w o u ld . But 1 d o n ' t kn o w an yt h in g ab o u t p r o gr am m in g.
A: Ah , but w h и w б yo u t h in k и0 a t o o l t h at d o es t h at f o r yo u ? A t o o l t h at let s

yo u ju st u p lo ad t h e d o cu m en t s t h at yo u w an t in t o a t em p lat e? A n d o n e t h at also saves
in f o r m at io n ab o u t cu st o m er s so yo u can ...
C: ...b u t t h at 's really ver y in t er est in g. So yo u t h in k t h at a f ree n ew slet t er w o u ld h elp m y

b u sin ess?
Sp eakin g
U N IT 14 | W o r k i n g o n a st an d
A: Definit ely. A t Co m p ix, w e have o n e t hat w e send t o o u r cu st o m ers every quart er w it h inf orm at ion
ab o u t n e w d evelo p m en t s in t he indust ry. In f act , о и ¤ I иб б y o u t o o u r m иilin g list ?
C: Hm m m , w ell yes, o f co u rse.

A: Gr eat ! ¥и¤ y o u giv j ¦j your §¨
о и б Th en I h ave all yo u r d et ails an d I'll m ake su re t h at yo u are
kep t up t o d at e o n w h at w e' r e d o in g...
C: Th at so u n d s gr eat . Can I t ake o n e o f t h ese d em o so f t w ar e p ackage s?
A: U ¤z o rt u ¤и©j ly , I'm иz §иªб I can 't give yo u o n e t oday. I'm so so rr y ab o u t t hat . But I can send yo u one.
C: OK. That 's bet t er. Th at w ay I d o n ' t h ave t o car ry it ar o u n d w it h m e all day.
U n б j r st иn б in g
A m иn б и m иб j so m j n o t j s z o llo w in g h j r о o n v j r sиt io n w it h h j r p o t j n t i иl
о u st o m j r , Co lin . Co m p l j t j h j r n o t j s w it h t h j m issin g in z o r m иt io n .
Nam e: C o lin
Field o f b usiness:
Cu st o m er s:
Cu st o m er s lo o k in g f or:
Ch allen ges: I
A d d t o m ailin g list ? Yes/ No
To do:
S иy in g it ио о u r иt j ly
Q U sin g t h j p r o m p t s, m иk j q u j st io n s t o z in б o u t m o r j и0 out и p o t j n t i иl
о u st o m j r .
1 W h a t / lin e o f w o r k / in ? ...................................................................................
2 W h a t / in v o lv e / e x a ct ly ? ...................................................................................
3 W h a t so r t / cu st o m e r s / h a v e ? ..........................................................................
4 W h a t / y o u r cu st o m e r s / w a n t ? ........................................................................
5 W h a t / h e l p y o u / h e l p y o u r cu st o m e r s? ........................................................
6 W h a t / i ssu e s/ f a c e in y o u r lin e o f w o r k ? ......................................................
0 M иt о h t h j q u j st io n s in Sa y in g it a ccu r a t e ly 1 to thj z o l l o w i n g иn sw j r s.
A Co m p e t i t i o n a n d r i si n g f o o d p r ice s ar e o u r m a in ch a l le n g e s.
В I o w n a sm all ca t e r i n g b u sin e ss.
С It w o u l d h e lp i f w e co u l d se t u p a b e t t e r w a y o f c o m m u n i c a t i n g w it h
o u r cu st o m e r s so t h a t w e can m a k e su r e t h a t t h e y a r e sa t i sf ie d a n d u se
t h e i r f e e d b a ck t o i m p r o v e o u r p e r f o r m a n ce .
D M o st ly l a r g e co m p a n ie s.
E Th e y w a n t u s t o su p p ly a h i g h q u a l i t y p r o d u ct f o r a f a i r p r ice .
F W e su p p ly f o o d a n d d r i n k t o co n f e r e n ce v e n u e s a r o u n d t h e co u n t r y .
Sect io n 4: Pr esen t at io n s an d co n f er en ces

K и y w o r k s in m и r k j t in g и n б is h и v in g и m j j t in g w it h и p o t j n t iи l о u st o m j r , Jo n .
N um 0j r t h j sj о t io n s o z t h j о o n v j r sи t io n in t h j r ig h t o r б j r , 1 - 1 5 .
Kи y : W e ll, w o u l d y o u b e in t e r e st e d in h e a r i n g m o r e a b o u t o u r
w e b si t e d e sig n se r v ice t o p u b l i c i ze w h a t y o u d o ?
Kи y : H e l lo Jo n , n ice t o m e e t y o u . Fir st o f a ll, w h a t lin e o f w o r k ar e
y o u in ?
Kи y : A n d w h a t d o e s t h a t in v o lv e e xa ct ly ?
Jo n : I'm a su r v e y o r .
Kи y : W h a t so r t o f cu st o m e r s d o y o u h av e ?
Jo n : Yes, I w o u ld .
Kи y : H e r e ' s so m e m o r e i n f o r m a t i o n o n t h a t t h e n . A n d can I a d d y o u
t o o u r m a i l i n g list ?
Jo n : W e ll, I ca r r y o u t v a l u a t i o n s a n d b u i l d i n g su r v e y s o n p r o p e r t ie s
f o r clie n t s.
Jo n : Th a t so u n d s l ik e a g o o d id e a. I t h i n k it w o u l d b e u se f u l t o k e e p
u p -t o -d a t e w i t h a n y n e w m a r k e t i n g id e as.
Kи y : W h a t ch a l l e n g e s d o y o u f a ce in y o u r lin e o f w o r k ?
Kи y : A n d w h a t d o y o u r cu st o m e r s w a n t f r o m y o u ?
Jo n : H e l lo Kay, I' m Jo n .
Jo n : W e f i n d it h ar d t o g e t o u r m e ssa ge o u t t o n e w clie n t s w i t h o u t
sp e n d i n g lo t s o f m o n e y o n a d v e r t i si n g .
Jo n : M a i n ly sm all b u sin e sse s o r p r i v a t e p u r ch ase r s.
Jo n : Th e y ar e l o o k i n g f o r a p r o f e ssi o n a l se r v ice t h a t is d e l i v e r e d
p r o m p t ly a n d is g o o d v a lu e f o r m o n ey.
(j^ j) Qj List j n t o t h j о o n v j r s и t io n t o о hj о k y o u r и n sw j r s.
Q List j n t o t h j q u j st io n s z rom S a y in g it a ccu r a t e ly 1 a n d 3.
Re m e m b e r h o w t h e q u e st io n s t h a t h a v e a Yes/ N o a n sw e r g o u p a n d
q u e st i o n s t h a t st a r t w i t h w h - w o r d s can g o d o w n .
W h a t so r t o f cu st o m e r s d o y o u h a v e ? *
W o u l d y o u l i k e m e t o sh o w y o u o u r n e w p r o d u c t ? *
j| ^j| 0 List j n и g и in t o t h j q u j st io n s z rom Sa y in g it a c c u r a t e ly 1 и nб 3 и nб rj pj и t thj m .

69 _________________ ___________ ___________ _____ _____ _______
Grи m m и r notj
W hj n z o r m in g q u j st io n s, in v j r t t h j su 0 j j о t и nб thj и u x ili и r y v j r 0 .
Ca n I h elp yo u w it h an y t h in g in p ar t icu lar ? W h a t f ie ld o f b u sin e ss a r e y o u in ?
W o u ld y o u like m e t o sh o w yo u a t o o l t h at d o e s t h at f o r y o u ?
58 Sp eakin g
U N IT 14 | W o r k i n g o n a st an d
O O List j n t o t h r j j p j o p lj o n и st и n б w ho и r j t r y i n g t o g j n j r и t j in t j r j st in и
to n j w p r o б u о t . M и t о h t h j sp j и k j r s t o t h j бj sо r ip t io n s.
sp e a k e r 1 A p u sh y a n d a g g r e ssi v e
sp e a k e r 2 В a sse r t iv e a n d e xcit e d a b o u t t h e i r p r o d u ct
sp e a k e r 3 С sh y a n d b o r e d
OB W h i о h sp j и k j r is lik j ly t o g j n j r и t j t h j m o st in t j r j st in t h j p r o б u о t и n б
w h y ? List j n и g и in t o t h is sp j и k j r и n б r j p j и t w h и t is sи «б .
Q So m j t im j s o n и st и n б , y o u о и nnot б o w hи t и о u st o m j r w o u l б lik j .
C: Ca n I t a k e o n e o f t h e se d e m o so f t w a r e p a c k a g e s?
A: U n f o r t u n a t e ly , I'm a f r a id I ca n 't g iv e y o u o n e. I'm so rry a b o u t t hat .
W hj n you и p o lo g iz j , it is im p o r t и n t t o u sj t h j r ig h t p h r и sj a n d t o so u n б
и p o lo g j t i о . List j n t o t h j s j и p o lo g i j s и n б w r it j in t h j m issin g w o r б s.
1 I ' m ....................... so r r y b u t I h a v e n ' t g o t a n y b r o ch u r e s le f t .

2 U n f o r t u n a t e ly , I f o r g o t t o b r i n g m y b u sin e ss car d s. I d o .........................
3 I'm I ca n ' t h e l p o n y o u o n t h is. I'll a sk a c o ll e a g u e .
OB List j n t o t h j и p o lo g i j s o n t h j и u б io CD и nб r j p j и t t h j m . M и k j su r j y o u
71 r j и lly б o so u n б и p o lo g j t i о .
Yo u w o r k z or и tj о h n o lo g y о om pи ny on и st и n б и t и t r би j z и ir. St и r t
72 и о o n v j r s и t io n w it h и p o t j n t iи l о u st o m j r . P l и y t h j и u б io CD и nб z o llo w
thj о u j s. Y o u st и r t w it h t h j z ir st q u j st io n .
1 A sk h im i f y o u can h e lp .
2 A sk h im w h a t lin e o f w o r k h e is in .
3 A sk h im w h o h is cu st o m e r s ar e .
4 A sk h im w h a t h is cu st o m e r s w a n t .
5 A sk h im w h a t ch a l l e n g e s h e f ace s.
6 A sk h im i f h e w o u l d b e in t e r e st e d in h e a r in g a b o u t a n e w v id e o l in k
t e l e c o n f e r e n c i n g sy st e m t h a t w o u l d a l l o w h im t o h a v e m e e t i n g s w it h
cu st o m e r s a r o u n d t h e w o r l d .
Sect io n 4: Pr esen t at io n s an d co n f er en ces I 59

Clo sin g и ¬и j
W e on ly h a v e t h is offer f o r a sh o r t tim e.
U SEFU L TIPS: W h j n о lo sin g и ®и ¯ j , z ° и m j t h j sи ¯j s p i ±о h и ® и² o p j n q u j st io n so t h и t , i z t h j

о u st o m j r h и s и n y q u j st io n s o r o 0 j j о t io n s, it is st ill p o ss³0 l j z o r t h j sи l j sp j r so n t o °j sp o n б ´
Onо j t h j r j q u j st µи ® 0j j ² ¶jиб · 0j q u ij t и n б ¯j ± t h j о u st o m j r бj о ³б j ¸
Th j sj и °j t h °j j p o ss³0 l j st y ¯j s z or о lo sin g и ®и ¯j ¹
• Har d close: assu m e t h at t h e cu st o m er w an t s t o b u y t h e pr od uct / ser vice an d ask f o r q u an t it ies o r deliver y
dat es.
• Em o t io n al close: p o in t o u t t o t h e cu st o m er t h e ad van t ages o f h avin g t h e p r o d u ct o r t h e d isad van t ages o f

no t h avin g it an d ap p eal t o t h eir em o t io n s.
• U r gen t close: t ell t h e cu st o m er t h at t h e p r o d u ct is o n ly availab le f o r a sh o r t t im e d u e t o scarcit y, o r t h at

t h e pr ice w ill so o n rise.
Am и nби и nб St j v j z r o m Co m p ix In о и r j t и lk in g t o z our б iz z j rj n t о u st o m j r s и t
и о o m p u t j r in б u st r y t r б и j z и ir in Lo s A n g j l j s 0
и out и n j w g иб gj t z r o m t h j ir
о om p и ny, и h и n б - h j lб p r o б u о t sо и n nj r.
1
Am an d a: .. .really d o es t h e jo b , so w it h o u r Pr iceCh ex p r o d u ct scanner, yo u ju st scan t h e pr ice t ag o f an y
p r o d u ct in a sh o p an d it d o es an au t o m at ic Int er n et sear ch an d t ells yo u if t h e pr ice in t h e sh o p is fair.
Bu t t hat 's n o t all. It can also t ell yo u w h er e yo u can b u y it ch eap er ! A n d it o n ly co st s $ 4 9 .9 9 !
Cust om er: W o w ! Th at is so co ol! Bu t I w an t t o h ave a lo o k ar o u n d at t h e o t h er st an d s f irst an d t h en —
A: Sur e. I u n d er st an d . Bu t I sh o u ld t ell yo u , w j o n ly ºи v j t en o f t h ese it em s here at t h e t rad e f air ...
C: Ah , urn, I see. A n d h o w m u ch d id yo u say it co st ?
2
St eve: ...so f t w ar e p er f o r m s an au t o m at ic In t er net search an d t ells yo u if t h e pr ice in t h e sh o p is fair. But
t h at 's n o t all. It can also t ell yo u w h er e yo u can b u y it ch eap er ! A n d it o n ly co st s $ 4 9 .9 9 !
C: Th at co u ld be ver y u sef u l f o r m y t eam .
S: Def init ely. So, h o w m и n y о и » I p ut yo u б ow n z o r?
C: Urn, I'm no t q u it e sure. W ell, I t h in k I'll t ak e t w o f o r n o w an d t ry t h em o u t w it h ...
A: ...Bu t t h at 's n o t all. It can also t ell yo u w h er e yo u can b u y it ch eap er ! An d it o n ly co st s $ 4 9 .9 9 !

C: Really? M y b r o t h er is alw ays d r ivin g m e cr azy t ellin g m e h o w I p aid t o o m u ch f o r so m et h in g.
Sp eakin g
U N IT 15 | Cl o si n g a sale
A: So u n d s like m y m o t h er -in -law . Ju st t h in k. W ¼и ½ w ill yo u z j j l li¾j w ¼j ¿ yo u can scan so m et h in g

he's b o u gh t an d t h en t ell him he co u ld h ave go t it 50 per cen t ch e ap er so m ew h er e else?
C: Th at w o u ld be aw eso m e! OK, I'll t ak e t w o an d I'll give him o n e f o r his b ir t h d ay...
S: ...It can also t ell yo u w h er e yo u can b u y it ch eap er ! A n d it o n ly co st s $ 4 9 .9 9 !
C: I see. I n eed t o t h in k ab o u t it. I'll co m e b ack t o m o r r o w .
S: No p r o b lem . On ly I w o u ld n ' t w an t yo u t o be d isap p o in t ed . Th e Pr iceCh ex is o n ly и Àи ÁÂи0 Âj и ½ t his

pr Áо j t oби ÃÄ It's и sp j о Áи l pro m ot ion z o r t h e t r ade f air ODen in a...
C: Oh dear ! W ell, co u ld I reserve o n e an d co m e b ack in a f e w m in ut es?
W h i о h st y l j o z о lo s j - h и r б , j m o t io n и l, o r u r g j n t - is 0j in g u sj б 0y thj
s j ll j r in j ои h о o n v j r sи t io n ?
c o n v e r s a t i o n 1 : ....................................................................
c o n v e r s a t i o n 2 : ....................................................................
c o n v e r s a t i o n 3 : ....................................................................
c o n v e r s a t i o n 4 : ...................................................................
D U n sо r и m 0 l j t h j sj w o r б s t o m и k j sj n t j n о j s th и t you о o u lб u sj w h j n
о lo sin g и бj и l.
1 it 's / d o / in st a lle d / y o u / H o w / t h i n k / l o o k / w i l l / it / w h e n
?
2 p u t / m a n y / y o u / can / f o r / d o w n / H o w / 1
?
3 a v a i l a b l e / t o d a y / a t / o n l y / It 's / t h i s / p r ice
4 st a r t / Sh a ll / p a p e r w o r k / w e / t h e
?
5 o f f e r / t im e / f o r / h a v e / o n l y / t h i s / sh o r t / a / W e
6 six / st o ck / o n l y / t h i s / l e f t / in / it e m / W e ' v e / g o t / o f
7 se e / W h a t / p e o p l e / it / say / w il l / w h e n / t h e y
8 in / y o u / it 's / W h a t / f e e l / w h e n / w il l / lik e / p lace

?
9 st a r t / y o u / W h e n / l i k e / w o u l d / t o
?
Sect io n 4: Pr esen t at io n s an d co n f er en ces

0 Lo o k и g и in и t t h j sj n t j n о j s z ro m Sa y i n g i t a c c u r a t e l y 1 и n б бj о iб j in
w h iо h о и t j go r y t h j y 0j lo n g. Fo llo w t h j j x и m p lj .
a h a r d clo se :
an e m o t i o n a l clo se : 1
an u r g e n t clo se:
Q List j n t o t h j sj t h r j j sj n t j n о j s и nб rj иб thj z o l l o w i n g n o t j s.
H a r d clo se : H o w m a n y ca n I p u t y o u d o w n f o r ?
Em o t i o n a l clo se : W h a t w i l l y o u f e e l l i k e w h e n y o u ca n se e i t in p l a c e ?
U r g e n t clo se : It ' s o n l y a v a i l a b l e a t t h i s p r i c e t o d a y .
N o t e a lso h o w t h e sp e a k e r s st r e ss t h e e m o t i o n a l a n d u r g e n t w o r d s in
t h e i r se n t e n ce s t o r e in f o r ce t h e i r st y le o f clo se .
0 List j n и g и in t o t h j s j n t j n о j s in Sa y i n g i t c l e a r l y 1 и n б r j p j и t t h j m , u sin g
t h j sи m j st r j ss и n б in t o n и t io n .
(j^ 0 List j n t o t h j z o l l o w i n g sj n t j n о j s z r o m Sa y i n g i t a c c u r a t e l y 1.
N o t e h o w t h e sp e a k e r u ses a d e t e r m i n e d , b u si n e ss- l i k e t o n e o f v o ice t o

m a k e a h и r б о lo sj .
N o t e h o w t h e sp e a k e r so u n d s f r i e n d l y w h e n e m p a t h i zi n g w i t h t h e
l ist e n e r d u r i n g an j m o t io n и l о lo sj .
N o t e h o w t h e u r g e n c y ca n b e d e t e ct e d in t h e sp e a k e r ' s t o n e o f v o ice
w h e n t h e y ar e m a k i n g an u r g j n t о lo sj .
0 List j n и g и in t o t h j s j n t j n о j s z rom Sa y i n g i t a c c u r a t e l y 1 и n б rj pj и t
t h j m , u sin g t h j sи m j t o n j .
0 W h и t m ist и k j s б o t h j s j s j ll j r s m и k j ? W h и t sh o u l б t h j y h и v j sи i б
in st j би , t o st и n б и 0j ttj r о hи nо j oz о lo sin g t h j бj и l? Sj j U se f u l t i p s z or
h in t s.
1 Se lle r : It 's a g r e a t o p p o r t u n it y . D o y o u w a n t it , y e s o r n o ?
Cu st o m e r : No .
Se lle r ' s m i s t a k e : ...........................................................................................................
Se ll e r sh o u l d h a v e s a i d : .............................................................................................
2 Se lle r : W o u l d y o u lik e t o t a k e t h e o f f e r n o w , o r d o y o u w a n t t o t h i n k
a b o u t it ?
62 Sp eak in g
U N IT 15 | Cl o si n g a sale
Cu st o m e r : I'll h av e a t h i n k a b o u t it an d g e t b a ck t o y o u .
Se lle r ' s m i s t a k e : ..........................................................................................................
Se ll e r sh o u l d h a v e s a i d : ............................................................................................
3 Se lle r : H o w m a n y can I p u t y o u d o w n f o r ? It r e a ll y is a g r e a t
o p p o r t u n it y . A n d n o t o n e t h a t co m e s a l o n g v e r y o f t e n . In
f a ct , I ca n ' t r e m e m b e r w h e n w e o f f e r e d a b e t t e r p r ice o n t h is.
A n d w e ' v e b e e n i n u n d a t e d w i t h r e q u e st s. V e r y h ig h le v e l o f
d e m a n d , w h ic h m e an s t h a t t h e r e m i g h t n o t b e m u ch st o ck
le f t . A n d so it w o u l d b e g o o d i f y o u co u l d -
Cu st o m e r : So r r y , I'm l a t e f o r m y n e x t a p p o in t m e n t . I'll g e t b a ck t o y o u .
Se lle r ' s m i s t a k e : .......................................................................................................
Se ll e r sh o u l d h av e s a i d : ...........................................................................................
Åj Æ sp j иk in g
P r ио t isj о lo sin g sиl j s u sin g t h j st r иt j g i j s o u t lin j б 0j lo w . Fo llo w t h j

j x иm p l j .
Ex иm p l j : 1. W e h a v e a sp e c i a l o f f e r o n t h is. Th e 2 4 - h o u r c a l l - o u t f e a t u r e
is i n c l u d e d i n t h e b a si c p a c k a g e a t n o a d d i t i o n a l co st . B u t w e o n l y h a v e
t h is o f f e r f o r a sh o r t t im e.
Pr o б u о t / sj r v i о j Pr i о j / z j иt u r j s Clo sin g st y l j
1 IT su p p o r t Th e r e is a sp e cia l o f f e r f o r l im it e d t im e o n ly . u r ge n t
se r v ice A 2 4 -h o u r c a l l -o u t f e a t u r e is i n clu d e d in b asic
p a c k a g e a t n o a d d i t i o n a l co st .
2 Ca t e r i n g f o r Th e p r ice is £ 8 .9 9 p e r h e a d f o r a f u l l b u f f e t . h ar d
co m p a n y
co n f e r e n ce
3 N e w o f f i ce € 1 0 ,0 0 0 w il l co v e r t h e su p p ly o f h a n d m a d e e m o t io n al
f u r n it u r e Sw e d ish d e sk s a n d ch a ir s t h r o u g h o u t t h e
o f f i ce .
4 A u d it o f $ 1 0 ,0 0 0 w i l l co v e r t h e e n t i r e j o b . h ar d
co m p a n y
a cco u n t s
5 Car s f o r Th e p r ice is $ 5 ,0 0 0 p e r u n it w h e n y o u o r d e r u r ge n t
e m p lo y e e s m o r e t h a n t w e n t y v e h icle s.
O n ly f i f t y v e h i cl e s ar e le f t , o t h e r w i se y o u ' l l
h av e t o w a i t t h r e e m o n t h s f o r n e xt sh ip m e n t .
6 Gy m Co r p o r a t e m e m b e r sh ip w i l l co st o n l y £ 3 0 p e r e m o t io n al
m e m b e r sh ip f o r m o n t h a n d w il l b e v e r y p o p u l a r w it h
e m p lo y e e s e m p lo y e e s.
Sect io n 4: Pr esen t at io ns an d co n f er en ces i 63

Sи y in g 'n o ' p o lit j ly
T h a n k s, b u t I h a v e to sa y ‘n o
U SEFU L TIPS: Sи y in g 'n o ' is б i z z i о u lt z o r m и n y p j o p Çj . It is, h o w j v j r, q u it j p o ssÈ0 l j t o sи y n o

w it h o u t о и u sin g o z z j nо j 0 y би o p t in g t h j sj st r и t j g Èj s:
• In clu d e an ap o lo gy an d , if p o ssib le, a b r ief exp lan at io n .
• Su gge st t h at sayin g n o is n o t yo u r p er so n al w ish b u t is im p o sed by o u t sid e cir cu m st an ces, f o r exam p le,

r egu lat io n s o r an o t h er ap p o in t m en t .
• Use em p h asizer s su ch as r ea ll y , so, an d v e r y w it h t h e w o r d so r r y .
Co n v j r sи t io n s
Am и nби и nб St j v j z r o m Co m p ix In о и r j t и lk in g t o б iz z j rj n t о u st o m j rs и t и о om putj r
О 76 in б u st r y t r би j z и i r in Lo s A n g j l j s.
1
St eve: ...an au t o m at ic Int ern et sear ch an d t ells yo u if t h e p r ice in t h e sh o p is fair. But t h at 's n o t all. It can
also t ell yo u w h er e yo u can b u y a p r o d u ct ch eap er ! A n d it o n ly co st s $ 4 9 .9 9 !
Customer 1: Th at co u ld be u sef u l f o r m y t eam .
S: Def init ely. So, w o u ld yo u like t o m ake an o r der st r aigh t aw ay?
С1 I' б Éи t h j r not , t h и Êk you. Alt h o u gh it is a n ice p iece o f sof t w ar e.
S: Exact ly! Now , w h at if I gave yo u o n e t o t ak e aw ay f o r yo u r self an d t h en if yo u like it yo u can keep

t h at o n e b u t o r d er t en m or e f o r yo u r t eam .
С1 : I'm Éj и lly sorry, 0 ut t h и Ë's not possÈ0 Çj . Co m p an y p o licy d o esn 't allo w m e t o m ake t h at kin d o f
deal.
S: I see. But let m e ju st sh o w yo u a co u p le o f ext ra f eat u r es t h at are so co ol!
C l: No, I'm sorry, I h ave an ap p o in t m en t in t en m in u t es. I б ÌÊÍË Éj и lly Îи Ïj t hj Ëim j righ t now .
S: But yo u really n eed t o see t h e w ay t h is p r o gr am can slice an d d ice an y in f o r m at io n t h at —
С1 : ÐÎи Êks, 0 ut I Îи Ï j to Ñи y no. Ah , Terry, t her e yo u are, sh all w e go f o r t h at m eet in g? I w as

b e gin n in g t o t h in k t h a t ...
Am an d a: ...an au t o m at ic Int er n et search an d t ells yo u if t h e pr ice in t h e sh o p is fair. Bu t t h at 's n o t all. It can

also t ell yo u w h er e yo u can b u y a p r o d u ct ch eap er ! A n d it o n ly co st s $ 4 9 .9 9 !
Customer 2: 'W ell, t h at is in t er est in g. I w o r k f o r a co m p u t er m agazin e , w h ich sp ecializes in co m p ar in g d if f er en t
p r od u ct s.
A: W ell, t hat 's perf ect ! A n d as a jo u r n alist w e can give yo u a sp ecial d isco u n t pr ice if yo u o r der t hr ee
licen ces. Yo u o n ly need t o p ay $1 25 !
Sp eakin g
U N IT 16 | Sa y i n g ' n o ' p o lit e ly
C2 : Unz Òrt u Óи Ôj ly, t h и t 's ju st n o t p o sÕÖ0 ×j Ø I'm a f reelan ce jo u r n alist so I really d o n 't need t hr ee licences.
A: I u n d er st an d . But m ayb e if yo u w r o t e a f r ie n d ly ar t icle ab o u t us, yo u co u ld h ave o n e licen ce f o r

n o t h in g.
C2 : So rry, 0 ut t h и t 's o u t o z t h j q u j st io n . I'd lose m y jo b ! W e h ave t o keep o u r in d ep en d en ce f r o m t he

co m p u t er indust ry.
A: I see. Bu t w o u ld it be p o ssib le f o r m e t o visit yo u r co m p an y lat er t h is m o n t h an d m ayb e I co u ld d o a

p r esen t at io n f o r yo u an d yo u r co lleagu es?
C2 : W ell, t h an ks, I'll g j t 0 ио k t o yo u on t h и t ÒÓj Ø I m ust go n ow , b u t I h ave yo u r car d so I co u ld give

yo u a r in g n ext w eek, if yo u like. N o w I h ave t o ...
Lo o k и g и in и t t h j st r и t j g i j s o u t lin j б in U se f u l t ip s. W h i о h st r и t j g i j s б o
thj о u st o m j r s j m p lo y w h j n s и y in g n o p o lit j ly ? U n б j r lin j t h j r j l j v и n t
p и r t s in t h j о o n v j r s и t io n s и n б n o t j t h j st r и t j g i j s u sj б in t h j m и r gin .
Q Co m p l j t j t h j s j n t j n о j s w it h w o r б s z rom t h j 0 o x.
rи t h j r no 0 ои k so r r y p o ssi 0 l j not t im j thи nks w o rk q u j st io n
1 No , I ' m .......................
2 U n f o r t u n a t e l y t h a t ' s j u st n o t ......................
3 I'm r e a ll y so r r y, b u t t h a t ' s n o t g o i n g t o .....
4 I'm a f r a i d .......................
5 I ' d ..................... n o t , t h a n k y o u .
6 Th a n k s, b u t I h av e t o say ........................
7 I'm a f r a i d I d o n ' t r e a ll y h a v e t h e ................. .... r i g h t n o w .
8 Th a n k s, I' ll g e t ..................... t o y o u o n t h a t o n e .
9 Th a n k s, b u t n o .......................
10 So r r y, b u t t h a t ' s o u t o f t h e .......................
0 D r j w j r y is t r y i n g t o sj ll Jj ss so m j o z z iо j j q u ip m j n t . Co m p l j t j t h j
о o n v j r sи t io n u sin g s j n t j n о j s o r p h r и sj s z rom Sa y in g it a ccu r a t e ly 1.
N o t j t h и t in so m j p lо и j s, m o r j t h и n o n j и n sw j r is p o ssi 0 l j .
Drew ery: A n d so y o u can se e w h a t a g r e a t o f f e r it is. Sh a ll w e sit d o w n

an d d iscu ss f i g u r e s?
Jess: (1 ) .....................................................
D: I co u ld l o o k a t k n o c k i n g d o w n t h e u n it p r ice i f y o u p u t in a
lar ge o r d e r ?
Sect io n 4: Pr esen t at io ns an d co n f er en ces i 65

J: ( 2 ) ................................................... b e cau se m y m a n a g e r h as t o
p la ce l a r g e o r d e r s.
D: W e ll t h e n , p e r h a p s y o u co u ld j u st o r d e r a f e w sam p le s?
J: (3 ) ................................................... b e cau se I'm m e e t i n g a
c o l l e a g u e a t 1 p .m .
D: I w o n ' t k e e p y o u am in u t e . Ju st h a v e a n o t h e r q u i c k lo o k .
Th e se m o n it o r s r e a ll y a r e st a t e o f t h e ar t . A n d , I t e ll y o u
w h a t , i f y o u o r d e r j u st f iv e , I'll t h r o w in an e xt r a f r e e .
J: (4 ) ............................................................. I'll g i v e y o u a r i n g i f w e
d e cid e t o p r o ce e d . G o o d b y e .
О 77
D List j n t o б iz z j rj n t w и ys o z sи y in g n o z ro m S a y in g it a c c u r a t e ly 1.
N o t e h o w t h e sp e a k e r s u se a f ir m t o n e a n d h o w t h e i r v o ice s g o d o w n t o
i n d i ca t e t h e i r r e j e ct io n o f t h e p r o p o sa l.
в List j n
rj pj и t thj m .
и g и in t o t h j w и y s o z sи y in g n o z ro m S a y in g it a c c u r a t e ly 1 и nб
О в о
List j n t o t h j s j s j n t j n о
onnj о tj б . W h j n o n j w o rб
j s, n o t i n g h o w t h j so u n б s
j n б s w it h и о o n so n и n t
0 j
и
tw
nб
j j n w o r б s и rj
t h j n j x t st и r t s
w it h и vow j l , t h j so u n б s и r j lin k j б .
So r r y , b u t t h a t ' s o u t o f t h e q u e st i o n .
Th a n k s, b u t I h a v e t o sa y n o .
I' m a f r a i d I d o n ' t r e a l l y h a v e t im e.
List j n t o t h j t h r j j sj n t j n о j s и gи in и nб rj pj и t th j m .
Q Jj и n is t r y i n g t o s и y n o t o Jo h n p o lit j ly . Ch o o s j t h j m o st и p p r o p r iи t j
r j sp o n s j in j ои h о и sj .
1 Jo h n : So , sh a ll I p u t y o u d o w n f o r 100 u n it s?
A Je a n : No .
В Je a n : Th a n k s, b u t I h a v e t o say n o .
2 Jo h n : A r e y o u su r e ? Th i s o f f e r is o n l y v a li d u n t il t h e e n d o f t h e d ay ?
A Je a n : I' m a f r a i d I ca n ' t m a k e a n y o r d e r s w i t h o u t m y b o ss's
a u t h o r i za t i o n .
В Je a n : N o , I d o n ' t w a n t t h e m .
66 Sp eakin g
U N IT 16 | Sa y i n g ' n o ' p o lit e ly
3 Jo h n :
A Je a n :
В Je a n : I'm r e a ll y so r r y, b u t t h a t ' s n o t g o i n g t o w o r k .
4 Jo h n :
A Je a n :
В Je a n :
О 0 W h j n s и y i n g n o p o l it j ly , y o u n j j б t o so u n б sin о j r j . List j n t o t h j
79 z o l l o w i n g sp j и k j r s и n б бj о iб j w h o is u si n g и n и p p r o p r iи t j t o n j .
sp e a k e r 1 sin ce r e in sin ce r e
О 0 List j n t o t h j sj n t j n о j s, t h i s t i m j sи i б in и n и p p r o p r iи t j t o n j , и nб
80 rj p j и t t h j m .
Q о Yo u и r j sp j и k i n g t o и sи l j s r j p r j sj n t и t i v j и t и t r иб j z и ir . P l и y t h j и u б io
81 CD t o st и r t . W h j n y o u h j и r t h j 0j j p , p и u sj и nб r j sp o n б su i t 0и l y .
1 Sa y n o p o l it e l y a n d e x p la i n t h a t y o u d o n ' t h a v e t h e b u d g e t t o
p u r ch a se a d d i t i o n a l so f t w a r e t h i s year .
2 Say n o p o l it e l y a n d e x p la i n t h a t y o u ca n ' t c h a n g e co m p a n y b u d g e t i n g
p o licy.
3 Say n o st r o n g l y b u t p o l it e l y a n d say g o o d b y e .
О В Yo u и r j sp j и k i n g t o и n o t h j r sи l j s r j p r j sj n t и t i v j . P l и y t h j и u б i o CD
82 t o st и r t . W h j n y o u h j и r t h j 0j j p , p и u sj и nб r j sp o n б , s и y i n g s и y n o
p o lit j ly t o и ll h j r su g g j st i o n s. T r y t o u s j и ll t h r j j st r и t j g i j s o u t l i n j б in
U se f u l t ip s.
Cu lt u r и l n o Ùj
Say in g n o co m e s m o r e easily t o b u sin e ss p e o p le in so m e cu lt u r e s t h an in o t h er s,

f o r e xam p le in N o r t h e r n Eu r o p e w h e r e p e o p le t e n d t o b e d ir ect . To so m e ear s t h o u gh ,
t h is d ir e ct n e ss m ay so u n d r u d e.
In co n t r ast , in so m e co u n t r ie s p e o p le r ar ely say n o , so a ' m ay b e ' is co m m o n ly in t e r p r et ed
as a n o . Elsew h e r e in t h e w o r ld t h o u g h , a ' m ay b e ' co n st it u t e s a real p o ssib ilit y o f a ' yes' .
Th is can lead t o a b r e ak d o w n in co m m u n ica t io n s b e t w e e n b u sin e ss p ar t n e r s an d w ast e
a lo t o f t im e u n n ecessar ily.
So , alw ay s t r y t o b e cle ar ab o u t y o u r in t e n t io n s, b u t r em ain p o lit e at all t im es.
Sect io n 4: Pr esen t at ion s an d co n f er en ces i 67

Th j su о о j ssz Úl jo 0 in t j r v i j w j r
W h a t m a k es y ou su it a b le f o r t h is jo b , d o y ou t h in k ?
U SEFU L TI P S: W h j n in t j r v i j w in g z or и jo 0 , t h j rj и rj z o u r m и in и rj и s t o и sk 0и out:
• w o rk hist ory
• personalit y
• suit abilit y f or t he com pany and t he specif ic job
• goals and am bit ions.
N o t j t h и t it is n o t и p p r o p r i и t j t o и sk t h j о и n б i б и t j q u j st io n s 0и o u t r ио j , и g j , m и r it и l st и t u s,
o r sj x u и l p r j z j rj n о j s. T h j sj q u j st io n s и r j p o t j n t i и lly б isо r im in и t o r y .
О M и n sh и K h и n is и t t j n б i n g и n in t j r v ij w z or и s и l j s p o si t i o n .
S3
Ch r is H: .. .and so your online r6sum e w as very int erest ing and t hat 's w hy w e asked you t o com e f or an
int erview . I'm responsible f o r all hum an resources issues here at Bergerbild and m y co lleague here,
Geo rgina Harris, is head of t he sales depart m ent , w hich is w her e w e current ly have a posit ion free.
Georgina H: Hello, nice t o m eet you.
M ansha K: Hi, nice t o m eet you t oo.
CH; Fine. So M r Khan, w h и t б o y o u k n o w 0и out our о o m pи n y?
M K: A lot! You're involved in b ig overseas infrast ruct ure project s in Sout h-East Asia, f or exam ple, and
am o n g ot her t h in gs you are current ly b idd in g f o r ...
CH: ...an d t he Ku ch ing m et ro project w as very successful. But co m in g back t o you, M r Khan, w h и t б Û
yo u z j j Ü hи Ý 0j j n your 0 igg j st ио h Þj v j m j n t t o би tj ?
M K: Well, I int roduced a new process f o r priorit izing cust om er visit ing schedules f o r our depart m ent and
in six m ont hs, w e m an aged t o increase sales by abo ut 22 per cent . M y m an ager w as very pleased!
CH: Hm m , I can underst and w hy. So, w h y w o u l б y o u lik j t o Üj и v j yo u r о u r r j n t jo 0 ?
M K: Well, t he sales posit ion t hat you are o ff er ing w ould give me oppor t unit ies t o w o rk int ernat ionally.
At t he m om ent I'm just based in Seat t le.
GH: I see. But w h и t m и k j s y o u su it и0 l j z o r t h is jo 0 , б o y o u t h in k ?
M K: I've been very successful so f ar in sales and I t hink t hat I can of fer a go od service t o your cust om ers.
CH: Int erest ing point . W h и t is go o б о u st o m j r sj r v Þо j , in y o u r v i j w ?
M K: Definit ely t he m ost im port ant skill is t he abilit y t o listen t o w h at ...

...b u t o f course learning is a never-ending process f or anybody in business.
GH: Very t rue. Now , w h и t и ßj y o u r w j и k n j ssj s, w o u l б y o u sи y ?
Sp e akin g
U N IT 17 | Th e su cce ssf u l j o b i n t e r v ie w e r
M K: Well, m y m om crit icizes m y unt idiness around t he house, but I guess you d on 't m ean t hat . Hm m , I
suppose I'm not very goo d at m akin g sure all t he paper w or k involved in sales is com plet ed quickly.
You know , I prefer t o be o ut t here, go in g on t o t he next cust omer. But o f course, I kn o w it has t o be
done. I'm t rying t o improve.
GH: W ell, you are quit e you ng, ar en't you?
M K: I'm 26.
CH: Right . Now , w h и t и àj y o u r go и ls z o r t h j n j xt z iv j y j и r s?
M K: I hope t hat I can also t ake on responsibilit y f or o r gan izin g ot her salespeople in t he f ut ure. I see m yself
in a m an agem en t posit ion w hen I have more experience and can share t hat experience w it h ot her
salespeople.
GH: OK. Now , w h и t и àj y o u r sи áи r y j xp j о t и t io n s? For t his sales posit ion, I m ean?
M K: Well, I'm sure t hat a m ixt ure o f ...
И Lo o k и gи in и t thj z o u r in t j r v ij w и r j и s o u t lin j б in U se f u l t ip s. W r it j t h j m
и l o n g si б j thj о o r r j sp o n б i n g q u j st i o n s z r o m t h j in t j r v ij w .
• w o r k h ist o r y
• p e r so n a l it y
• su i t a b i l i t y f o r co m p a n y a n d r o le
• g o a l s a n d a m b it io n s
To z in б out и0 out Q u j st i o n s z ro m б iи lo g u j
thj о и n б i б и t j ' s:
• W h a t a r e y o u r w e a k n e sse s, w o u l d y o u say?
• W h a t ar e y o u r g o a l s f o r t h e n e x t f i v e y e ar s?
• W h a t d o y o u f e e l h as b een y o u r b ig g e st ach ie v e m e n t t o d at e ?
• W h y w o u l d y o u l ik e t o le a v e y o u r cu r r e n t j o b ?
• W h a t d o y o u k n o w a b o u t o u r co m p a n y ?
• W h a t m a k e s y o u su i t a b l e f o r t h i s j o b , d o y o u t h i n k ?
• W h a t is g o o d cu st o m e r se r v ice , in y o u r v ie w ?
Q T h j in t j r v i j w j r s s и y o n j p o t j n t i и l l y i n и p p r o p r i и t j t h i n g . W h и t is it ?
Q Co m p l j t j t h j s j n t j n о j s w it h и w o rб z ro m th j 0 o x.
о h и llj n gj s r j w и r б in g sj j h ir j о u rrj n t
y o u r sj l z in б j p j n б j n t ly si t u и t i o n g r j и t j st r ig h t
1 W h y sh o u l d I ..................... y o u f o r t h i s j o b ?
2 D o y o u p r e f e r t o w o r k ......................o r as p a r t o f a t e a m ?
Sect io n 5: In t er view s i 69
3 Tell m e a b it a b o u t .....
4 Tell m e a b o u t a ............ ........ w h e r e y o u w o r k e d w e l l u n d e r p r e ssu r e
5 W h a t ar e y o u r ............. ..... st r e n g t h s a n d w e a k n e sse s?

6 W h a t h as b e e n m o s t .................... a b o u t y o u r cu r r e n t j o b ?
7 W h a t m a j o r ................... .. h a v e y o u f a ce d in y o u r cu r r e n t r o le ? H o w
h ave yo u h an d le d t h em ?
8 W h a t ' s y o u r ..................... sa la r y ?
9 W h e r e d o y o u ............. ..... y o u r se l f in f i v e y e ar s?
10 W h y d o y o u t h i n k t h a t y o u ' r e .................... f o r t h i s j o b ?
Co m p l j t j t h j о o n v j r s и t i o n w i t h q u j st i o n s z ro m U n d e r st a n d in g 1 и nб
S a y in g it a c c u r a t e ly 1. In p l ои j s, m o r j t h и n o n j и n sw j r mи y 0j о o rrj о t.
M ar y: ( 1 ) .............................................................................................................. ?
Yia n n is: W e ll, I t h i n k t h a t I'd b e su i t a b l e f o r t h e p o si t io n b e cau se I' ve

h a d lo t s o f r e le v a n t e x p e r i e n ce in m y p r e v i o u s r o le s. A lso ,
I t h i n k I' d b e a g o o d f i t f o r t h e co m p an y .
M: ( 2 ) .............................................................................................................. ?
Y: Q u it e a b it . I k n o w t h a t it 's t h e se co n d l a r g e st a d v e r t i si n g
co m p a n y in t h e co u n t r y a n d t h a t y o u e m p lo y o v e r 5 0 0 st af f .
M: Th a t ' s r i g h t . N o w , t e ll m e a b it a b o u t y o u r se lf .
(3 ) ?
Y: H m m , i n t e r e st i n g q u e st i o n . W e ll, I' m v e r y h a r d - w o r k i n g a n d
in cr e d i b ly cr e a t iv e , as y o u can se e f r o m m y p o r t f o l i o . Bu t , o n
t h e d o w n si d e . I'm a lso a b it o f a p e r f e ct i o n ist , so I f i n d it h ar d
t o le t g o o f a p r o j e ct so m e t im e s. Bu t I'm w o r k i n g o n t h a t !
M: O K. A n d ( 4 ) ............................................................................................. ?
Y: Th a t w o u l d h av e t o b e w h e n an a d v e r t i se m e n t t h a t m y t e a m
d e v e lo p e d w a s n o m in a t e d f o r Be st Lo cal A d o f t h e Ye ar . It w a s
g r e a t t o g e t so m e a c k n o w l e d g e m e n t f o r all o u r h a r d w o r k .
M: U h -h u h . ( 5 ) ............................................................................................. ?
Y: W e ll, I'v e e n j o y e d w o r k i n g f o r a sm all co m p a n y a n d l e a r n e d a

lo t , b u t I' d r e a ll y l ik e t h e o p p o r t u n i t i e s t h a t ar e o f f e r e d b y
w o r k i n g f o r a l a r g e co m p an y , f o r e xa m p le , t h e ch a n ce t o p it ch
t o b i g clie n t s.
M: Ri g h t , so ( 6 ) ............................................................................................. ?
Y: I' d lik e t o b e w o r k i n g as a se n io r a d v e r t i si n g e x e cu t i v e w it h a
n u m b e r o f g r e a t ca m p a i g n s u n d e r m y b e lt .
List j n t o t h j о o n v j r sи t i o n z ro m S a y in g it a c c u r a t e ly 2 to о hj о k your
и n sw j r s. R j m j m 0j r t h и t in p l о и j s, m o r j t h и n o n j и n sw j r mи y 0j о o rrj о t.
U N IT 17 | Th e su cce ssf u l j o b i n t e r v ie w e r
О и List j n t o t h j s j q u j st i o n s, n o t i n g h o w t h j u n б j r l i n j б sy l l и0 l j s и r j
иs st r j ss j б .
1 W h a t a r e y o u r g r e a t e st st r e n g t h s a n d w e a k n e sse s?
2 W h y w o u ld y o u lik e t o lea v e y o u r cu r r e n t j o b ?
3 W h y d o y o u t h i n k t h a t y o u ' r e r i g h t f o r t h is j o b ?
4 W h a t a r e y o u r g o a l s f o r t h e n e x t f i v e y e a r s?
0 List j n и g и i n t o t h j q u j st i o n s in S a y in g it c le a r ly 1 и nб rj p j и t th j m .
Q I t is v j r y i m p o r t и n t t h и t y o u o n l y и sk q u j st i o n s t h и t и rj и p p r o p r iи t j и nб
p ro z j ssio n и l. T i о k t h j q u j st io n s t h и t w o u l б 0j и p p r o p r i и t j in и n in t j r v i j w .
1 Te ll m e a b o u t y o u r t y p ica l 6 A r e yo u o ld e r t h a n 40?
w o r k i n g d ay. 7 H o w w o u ld y o u r f r ie n d s
2 W h a t ' s y o u r st ar si g n ? d e scr ib e y o u ?
3 D o y o u g o t o ch u r ch ? 8 A r e y o u a H in d u ?
4 W h a t is y o u r g r e a t e st 9 D o y o u co m e f r o m Ch i n a o r i g i n a l l y ?
w e a k n e ss? 10 W h a t ' s y o u r g r e a t e st
5 A r e y o u si n g l e ? a ch i e v e m e n t t o d a t e ?
О 0 Li st j n t o t h j s j v j n i n t j r v i j w q u j st i o n s z ro m U n d e r st a n d in g 1 и nб rj p j и t
86 thj m , о o p y i n g t h j sp j и k j r ' s in t j r j st j б и nб j n t h u si и st i о tonj .
Yo u и r j i n t j r v i j w i n g so m j onj z o r t h j p o si t i o n o z и ssi st и n t . P l и y t h j
О 87 и u б i o CD и nб z o llo w t h j о u j s. Y o u st и r t .
1 W e lco m e t h e c a n d i d a t e an d a sk h im a b o u t h is su i t a b i l i t y f o r t h is
p o sit io n .
2 Re sp o n d in an e n c o u r a g i n g m a n n e r a n d t h e n ask a b o u t h is st r e n g t h s
a n d w e a k n e sse s.
3 Re sp o n d in an e n c o u r a g i n g m a n n e r a n d ask h im t o g i v e y o u an
e x a m p l e o f w h e n h e m u lt it a sk e d in h is cu r r e n t j o b .
4 Re sp o n d in an e n c o u r a g i n g m a n n e r a n d ask h im a b o u t h isr e aso n s f o r
l e a v i n g h is cu r r e n t r o le .
5 Re sp o n d in an e n c o u r a g i n g m a n n e r a n d a sk h im a b o u t h is g o a l s an d
a m b it io n s f o r t h e n e x t f i v e ye ar s.
6 Re sp o n d in an e n c o u r a g i n g m a n n e r a n d e n d t h e in t e r v ie w .
W o u lб you о o n si б j r j m p l o y i n g t h i s p j r so n z o r t h j jo 0 ? W h y / W h y n o t ?
Th j su о о j ssz âl in t j r v i j w о и n б iб и t j
So, tell m e a b ou t y ou r self.
U SEFU L TI PS:
• An sw er quest ions fully. Avo id very short answ ers.
• Be sure abo ut t he det ails on your rdsume, and be prepared t o t alk abo ut your achievem ent s and experience
in dept h.
• Research t he b ackgro und o f t he com pany or or ganizat ion.
• List en caref ully t o t he quest ions you are asked. An sw er t hem w it h relevant inform at ion.
I n t j r v ij w s
K и r l Ev j r j t t z r o m B j r gj r 0 ilб is i n t j r v i j w i n g p j o p l j z or б iz z j r j n t p o si t i o n s in t h j
'• gg'1 Eu r o p j и n s и l j s t j и m .
Karl: I ãj j z äo m your äj su m j t hat you have w eb design experience as w ell as in sales.

Candidate 1: Yes, t hat 's right .
K: Hm m . That could be int erest ing f or t he developm ent o f our Int ernet presence in Europe. Our w ebsit e
is very US-orient ed at t he m om ent .
C1 : Well, it's so m et h ing I really enjoy doing. In m y current jo b I w as part o f a t eam t hat did a redesign of
t he com pany w ebsit e and I learned a lot.
K: W hat sof t w are can you w o rk w it h?
C1 : Well, I can use Dream w eaver, w hich is t he classic w eb design t ool o f course, but I've also got
experience o f using...
K: So, б o y o u t h in k y o u о и å m и kj и u ãj z ul о o n t r æ0 u t io n t o t his com pany?

Candidat e 2: Oh, yes.
:К I see.
C2: Yes.
K: Is your previous experience suit able f o r t his posit ion?

C2: Hm m . Yes. Yes, definit ely.
K: An d you d on 't t hink it w ould be d if ficult m oving int o a m an agem en t posit ion?
C2: No, I don 't t hink so.
K: Really?
C2: No, not at all.
K: Right .
Sp eakin g
U N IT 18 | Th e su cce ssf u l in t e r v ie w c a n d id a t e
K: Perhaps you could tell me, w h и t б ç yo u kn o w 0и o u t t h is о o m pи n y?
Sr a d a t e 3: W ell, I kno w you have been very act ive in India over t he last five years w it h t he M um bai Cit y Transit
Syst em . W hat w as it now ? A t w o billion-dollar cont r act t o provide not only t he t rains but also all t he
elect ronic equipm ent f o r t he syst em , I t hink.
K: Yes, quit e a d if ficult project . W e had a lot o f t rouble w it h subcont ract ors.
C3: Yes, I underst and it w as very ch allen ging. But in t he end t he project w as com plet ed on t im e and
w it hin budget . So you m ust have been pleased w it h t he final result.
K: That 's t rue and, o f course, it is an excellent reference project f or u s...
K: Now , could you tell me, w h и t и èj y o u r gr j и t j st st r j n gt h s и éб w j и k n j ssj s, in your opinion?

date 4: Hm m , t hat 's an int erest ing quest ion. W eil, I t hink my great est st rengt h is t hat I never give up. In my
experience, in order t o w in a cust om er you just have t o really go on and on loo king for a w ay t o give
t hem w hat t hey w an t and t hen you get t he sale.
K: True. An d w hat about w eaknesses?
C4: Well, I need t o im prove m y t eam player skills. Like m any salespeople I d on 't like shar ing cust om er
inform at ion w it h ot her salespeople, but som et im es it m akes t he cust om er an gry w hen he or she get s
a visit from t w o different salespeople w it h different product s from t he sam e com pany. So, I realize it's
necessary t o share inform at ion, but it isn't easy f o r me t o put t his int o pract ice.
K: Right . Well, here at Bergerbild, t eam w or k is very im port ant .
C4: Yes, yes, I agree. I'm just t elling you w h at I t h in k is my great est w eakness. An d I'm w or kin g on it.
K: So, perhaps you could tell me, w h и t êи ë 0j j n your 0 igg j st ио h ìj v j m j n t t o би íj î

Sdate 5: Oh w ell, I t o o k part in t his q uiz com pet it ion a f ew years ago w hen I w as at university. I w as t he head
o f t he t eam and w e go t t o t he final o f t he nat ional t ournam ent . An d w e only ju st missed o ut on t he
t op prize. So, t here w e w ere in t he final round and t he ot her t eam cam e from Cam b r id ge —
K: Sorry, I m eant more in t he w ay o f —

C5: and w e bot h had eight een point s each and t he quest ion cam e up 'W hat are t he m ain t ribut aries of
t he Vo lga?' No w I knew t hat .
K: I m eant w h at w as your b iggest achievem ent at w or k?
C5: Oh, sorry, yes. Urn, w ell, in m y current job w e have a t eam w hich t akes part in quiz com pet it ions in
pubs and last year w e got t o t he finals. There w e w ere, f acing a t eam from a pub in Cam bridge w h e n ..
A n sw j r t h j s j q u j st i o n s и0 out thj z iv j о и n б i б и t j s.
Cи n б iб и t j W o u lб y o u h ir j W hy/ W hy not?
t h is о и n б iб и t j ?
D M at ch t h e in t e r v ie w q u e st io n s w it h t h e ap p r o p r iat e st r at egies t o an sw e r t h em .
So , co u l d y o u t e ll A l w a y s a n sw e r t h i s q u e st i o n w i t h a ' y e s' an d
m e a b o u t y o u r se l f ? b a ck it u p w it h e x a m p l e s o f t im e s w h e r e y o u
h a v e d e m o n st r a t e d y o u r a b i l i t y t o w o r k as
p a r t o f a t e am .
W h y do yo u w an t A n sw e r b y e m p h a si zi n g t h e p o sit iv e asp e ct s
t h is jo b ? o f y o u r ch a r a ct e r t h a t o t h e r p e o p l e m ay h av e
n o t ice d .
H o w w o u ld yo u r A n sw e r t o sh o w t h a t y o u a r e a m b it io u s b u t
c o l l e a g u e s d e scr ib e n o t o v e r ly a m b it io u s. M a k e su r e t h a t y o u r
you? a n sw e r im p lie s t h a t y o u e n v i sa g e t h a t y o u
w il l st ill b e w o r k i n g f o r t h e t a r g e t co m p a n y
f iv e year s f r o m n o w .
H o w d o y o u co p e A n sw e r w it h car e. If y o u say y o u h a v e n o
w it h w o r k in g w e a k n e sse s, t h e n y o u a r e cl e a r ly l y in g . Bu t ,
u n d e r p r e ssu r e ? d o n ' t ch o o se a n y t h i n g t o o se r io u s t h a t w ill
m a k e t h e i n t e r v ie w e r lo se i n t e r e st in y o u .
In st e ad , m e n t io n a sm all w e a k n e ss, r e le v a n t
t o y o u r w o r k , w h ich y o u ar e t r y i n g t o
im p r o v e .
W h a t is y o u r D o n ' t g i v e y o u r lif e st o r y. Si m p ly g i v e r e le v a n t
g r e a t e st st r e n g t h ? f a ct s r e l a t i n g t o y o u r e d u c a t i o n a n d w o r k
e xp e r ie n ce .
W h at 's yo u r Ex p la in h o w t h e t a r g e t p o si t io n r e la t e s t o
g r e a t e st w e a k n e ss? y o u r o w n e xp e r ie n ce , p e r so n a lit y , a n d go a ls.
A r e yo u a t eam M a k e su r e t h a t y o u ch o o se a st r e n g t h t h a t is
p la y e r ? r e le v a n t t o a w o r k sit u a t i o n .
W h e r e d o y o u see Em p h a size t h e p o sit iv e asp e ct s o f y o u r
y o u r se l f in f i v e ch a r a ct e r t h a t m i g h t e m e r g e in a p r e ssu r ize d
y e a r s' t im e ? si t u a t i o n .
0 T i о k t h j w o r б s y o u m i g h t u sj t o бj s о r i 0 j y o u r st r j n g t h s б u r in g и n
in t j r v i j w .
co n sci e n t io u s l o g i ca l
cr e a t iv e lo y al
d e p e n d ab le m e t h o d ica l
d e t e r m in e d m o t iv a t e d
d ip l o m a t i c p r a ct ica l
e n t h u si a st ic r e li a b le
e x p e r i e n ce d r e so u r ce f u l
f air t r u st w o r t h y
74 Sp e akin g
U N IT 18 | Th e su cce ssf u l i n t e r v ie w ca n d id a t e
О n List e n t o t h e a d j e ct i v e s f r o m Sa y i n g i t a c c u r a t e l y 2 . U n d e r l i n e t h e sy l l a b l e
89 st r e ss, f o l l o w i n g t h e e x a m p l e .
0 List e n a g a i n t o t h e a d j e ct i v e s f r o m Sa y i n g i t a c c u r a t e l y 2 a n d r e p e a t
them .
О 90
List e n t o t h e a u d i o CD . D e cid e in e a ch ca se w h i c h c a n d i d a t e g i v e s t h e
m o st a p p r o p r i a t e r e sp o n se t o t h e q u e st i o n .
q u e st i o n 1 can d id at e 1 can d id at e 2
q u e st i o n 4 ca n d i d a t e 1 can d id at e 2
q u e st i o n 5 ca n d i d a t e 1 ca n d i d a t e 2
q u e st i o n 7 can d id at e 1 ca n d i d a t e 2
G D Th i n k o f y o u r o w n lin e o f w o r k a n d t h e k i n d o f i n t e r v i e w y o u m i g h t
a t t e n d . Pl a y t h e a u d i o CD t o st a r t . W h e n y o u h e a r t h e b e e p , p a u se an d
r e sp o n d su i t a b l y .
0 W r i t e a n o t h e r f i v e q u e st i o n s y o u m i g h t b e a sk e d a t an i n t e r v ie w .
Th e n p r a ct i se a n sw e r i n g t h e m . Re co r d y o u r se l f f o r r e v ie w , i f p o ssib l e .
Cu lt u r и l n o ïj
Th e r e ar e n o n -v e r b al w a y s o f m a k in g a go o d im p r e ssio n in an in t e r view . A lw a y s d r ess

ap p r o p r iat e ly . In m o st lin es o f b u sin e ss, co n se r v at iv e d r e ss is t h e saf e st o p t io n . Re m e m b e r
t o u se ap p r o p r iat e b o d y la n gu a ge . Gr e e t y o u r in t e r v ie w e r s w it h a sm ile an d a f ir m
h a n d sh ak e (w h e r e ap p r o p r iat e ) an d , if y o u ' r e b e in g in t e r v ie w e d b y a p an e l o f p eo p le ,
t r y t o m ak e eye co n t act w it h all o f t h e m as yo u an sw e r t h e q u e st io n s.
Sect io n 5: In t er view s 75
19
Cи r r y in g o u t p j r z o r m и n о j r j vi j w s
H ow do y ou f e e l a b ou t y o u r p er for m a n ce t h is y ea r ?
U SEFU L TI P S: T h j p u r p o sj o z t h j p j r z o r m и n о j r j v i j w is z o r t h j lin j m и n и g j r t o r j v i j w w h и t
thj j m p lo y j j б o j s, j v и lu и t j h o w w j ll t h j y p j r z o r m , и n б б is о u ss o 0 j j о t iv j s z o r t h j n j xt ðj и r .
T h j lin j m и n и g j r sh o u l б :
• discuss t he scope of t he job, f o r exam ple t he jo b descript ion, t he em ployee's responsibilit ies, and any
ch anges t o t hem .
• f ind out t he em ployee's opinion o f t heir perform ance, and t hen present t heir ow n assessm ent support ed by
evidence.
• set SM ART - Specific, M easurable, At t ainab le, Relevant , and Tim ed - object ives f o r t he co m ing year.
O C и t j r i n и B l ои
t j и m lj би j
k, и
r s, E б w и r б
sj n i o r m и n и g j r и t Ch j sh и m P h и r m
W и r б , h is и n n u и l p j r z o r m и n о j
ои j u t iо
r j v ij w .
и ls, is g i v i n g o n j o z hj r
Cat er ina: So, first o f all. I'd like t o check if w e're on t he sam e page regarding your responsibilit ies. You supervise
the sales st aff for t he w hole sout h-east ern region, you're a member of t he European sales commit t ee, and
you coordinat e t he cooperat ion bet w een t he product ion t eam and market ing. ñи ò j I m isój б и n y t h in g?
Edw ard: Don't f or get , I'm capt ain of t he com pany's basket ball t eam as w ell!
C: Of course not ! Especially aft er you w o n t he Int ercom pany Cu p in April. W o u l б y o u ôõöj to биб
и n y t h in g j ôój ÷
E: No, I t hink t hat 's covered pret t y m uch everyt hing.
C: Goo d. So, h o w б ø yo u z j j ô и0 out yo u r ùj úz ørm и n о j t h is ðj и r ?
E: W ell, quit e goo d. I hit all my sales t arget s w e set in last year's review.
C: Yes, t hat 's t rue. M y õûùúj ssio n is t h и t you enjoy t hat part o f your w o rk most .
E: Hm m , w ell t hat is my m ain responsibilit y.

C: Quit e right . How ever, w o r kin g t oget her w it h t he product ion depart m ent is very im port ant and üýòj
o 0 ó j r òj t he cooperat ion bet w een m arket ing and product ion hasn't really im proved. W e still
б thи t
seem t o have t he sam e problem s t hat w e had last year.
E: I'm not quit e sure w hat you m ean.
C: Product ion st ill co m plains about lack o f advance inf orm at ion from us.
E: W ell, t hey are just so inflexible.
:С I quit e agree. But t he bot t om line is, w e have t o w o rk t oget her. So, I w o u l б ôõöj yo u t o j óþи0 ôish a
jo b rot at ion schem e. I w ant t w o salespeople t o spend six m ont hs in product ion and t w o people from
product ion t o replace t hem in our sales t eam . That w ay, bot h depart m ent s w ill get a bet t er idea of
w h at needs t o be done.
E: Oh ... but t hey w o n 't kn o w any o f o ur cust om ers!
C: Well, you'll have t o t rain t hem . I j xp j о þ yo u t o o r g и n iz j t h is 0 y t he end o f t he m ont h.
Sp e akin g
U N IT 19 | Ca r r y i n g o u t p e r f o r m a n ce r e v ie w s
E: The end o f t he m ont h?!

C: Yes. I've spoken t o Tom W ilkinson in product ion and he agr ees w it h me t hat t his is t he best w ay
f or w ard. He'll set up a m eet ing w it h you f or lat er t his af t ernoon.
E: I see. Well, perhaps it w ill help.
C: Goo d. Now , let's m ove on t o discuss your developm ent . Lo o k in g и ÿj иб , I t hink it w ould be a good
idea if you t o o k part in som e project m an agem en t t r aining.
E: Sure. It's definit ely som et hing I'm int erest ed in.
C: Goo d, because б o w n t h j lin j project w o rk is go in g t o be w here t he best oppor t unit ies for
prom ot ion are in our com pany. An d I feel y o u j j б to бj v j lo p y o u r j jиб rsh ip skills.
E: Definit ely. I mean I w ould really appreciat e any opport unit ies I get t o improve on t hat aspect of my w ork.
A r j t h j s j st и t j m j n ts tru j or z и l sj ?
1 Ca t e r in a ask s Ed w a r d h o w h e f e e l s h e h as p e r f o r m e d t h i s year .
2 Sh e ask s h im if h e h as a n y p r o b l e m s a t w o r k .
3 Sh e ask s h im w h a t h e t h i n k s a b o u t t h e p r o d u ct io n d e p a r t m e n t .
4 Sh e d escr ib es t h e v ar io u s asp e ct s o f h is j o b an d m ak e s su r e t h a t h e agr e e s.
5 Sh e d iscu sse s h is p r o f e ssi o n a l d e v e l o p m e n t f o r t h e f u t u r e .
6 Sh e set s h im a sp e ci f ic o b j e ct i v e t o m e e t .
7 Sh e t e l ls h im a b o u t t h e f u t u r e p la n s f o r t h e co m p an y .
8 Sh e t e l ls h im h o w sh e f e e l s h e h as p e r f o r m e d t h i s year .
9 Sh e t e l ls h im t h a t sh e is d i sa p p o i n t e d w it h h is p e r f o r m a n ce .
10 Sh e a sk s h im f o r f e e d b a c k o n h o w h is t e a m h as p e r f o r m e d t h i s year .
D Rj би t h j sj i n t j r v i j w j r q u j st i o n s и n б st и t j m j n t s. G r o u p t h j m in t h j
о o rrj о t о и t j g o r i j s, z o llo w in g t h j j x и m p lj .
D iscu ssin g e m p lo y e e ' s j o b d e scr i p t i o n : 1

A sse ssin g e m p lo y e e ' s p e r f o r m a n ce :
Se t t i n g e m p l o y e e an o b j e ct iv e :
D iscu ssin g e m p lo y e e ' s f u t u r e d e v e lo p m e n t :
1 A r e y o u h a p p y w it h h o w I' v e o u t l i n e d y o u r j o b d e scr i p t i o n ?
2 D o w n t h e lin e , I t h i n k it w o u l d b e h e l p f u l f o r y o u t o d e v e lo p y o u r
i n t e r p e r so n a l sk ills.
3 H av e I m isse d o u t a n y t h i n g t h a t y o u d o in y o u r p o si t io n ?
4 H o w d o y o u f e e l a b o u t y o u r p e r f o r m a n ce t h i s y e ar ?
5 I e xp e ct y o u t o h a v e co m p l e t e d y o u r r e v ie w o f e xp e n se s b y Tu e sd ay.
6 I w o u l d l ik e y o u t o o r g a n i ze an e m p l o y e e Fir st A i d co u r se b y Ja n u a r y .
7 I'v e o b se r v e d t h a t y o u a r e st e a d i l y i m p r o v i n g in all a r e as o f y o u r j o b .
8 Is t h a t a f a i r d e scr i p t i o n o f y o u r r o le ?
9 Lo o k in g ah e ad , I t h i n k y o u sh o u ld w o r k t o im p r o v e y o u r le ad e r sh ip skills.
Sect io n 5: In t erview s
10 M o v in g f o r w a r d , p e r h ap s w e co u ld lo o k a t m a n a ge m e n t t r a in i n g co u r ses.
11 M y i m p r e ssio n is t h a t y o u r p e r f o r m a n ce h as w a y e xce e d e d o u r
e x p e c t a t io n s t h i s ye ar .
12 Ple ase co u l d y o u se t u p a m e e t i n g w it h all t h e r e le v a n t p e r so n n e l b y
t h e end o f t h e w eek?
Q Co m p l j t j t h j о o n v j r sи t i o n w i t h sj n t j n о j s z ro m Sa y i n g i t a c c u r a t e l y 1.
In so m j p l ои j s, m o r j t h и n o n j и n sw j r is p o ssi 0 l j .
M an ager : A n d so , as p e r so n n e l a ssist an t , y o u r r e sp o n si b il it i e s i n clu d e

w r i t i n g a d v e r t i se m e n t s f o r v a ca n cie s, se le ct i n g p o ssib le
ca n d i d a t e s, a n d si t t i n g in o n t h e in t e r v ie w s w it h t h e
r e le v a n t m a n a ge r . 1
Em p lo y e e : Ye s, t h a t ' s r i g h t , b u t I a lso ca r r y o u t in d u ct i o n d ay s f o r n e w
e m p lo y e e s an d so m e in -h o u se t r a in i n g f o r e xist in g e m p lo ye e s.
M an ager : O h yes, o f co u r se ................................................................................
Em p lo y e e : W e ll, I t h i n k I' v e d o n e w e l l . I' v e h e l p e d t o r e cr u it t w e n t y -
t h r e e n e w m e m b e r s o f st a f f a n d ca r r ie d o u t su cce ssf u l
i n d u ct i o n s w it h all o f t h e m .
M an ager : Ye s, I'v e h ad so m e p o sit iv e f e e d b a c k o n t h a t . A s f o r m y
p e r so n a l o p i n i o n , ............................................................................
Em p lo y e e : Th a t ' s v e r y e n c o u r a g i n g t o h ear .
M an ager : Gr e a t . Ri g h t , so m e e m p l o y e e s h a v e m e n t io n e d t o m e t h a t
t h e y w o u l d l ik e t o r e ce iv e Fir st A i d t r a i n i n g . I'm all in
f a v o u r o f t h a t so
Em p lo y e e : O K. Sh o u l d t h a t b e o p e n t o e v e r y o n e in t h e co m p a n y ?
M an ager : Ye s, ab so lu t e ly . O K , ........................................................................
Em p lo y e e : Yes, I'd b e v e r y k e e n t o g o o n a m a n a g e m e n t co u r se . Th a n k s.
О 93
D List j n t o t h j s j s j n t j n о j s, n o t in g t h j б iz z j r j n t p r o n u n о i и t io n s o z 's' и n б ' t h '.
I' v e o b se r v e d t h a t y o u h i t a l l y o u r sa l e s t a r g e t s.
H a v e I m i sse d o u t a n y a r e a s t h a t y o u ' d l i k e t o d e v e l o p ?
Is t h e r e a n y t h i n g e l se t h a t y o u ' d l i k e t o d i sc u ss?
M o v i n g f o r w a r d , I t h i n k t h a t w e sh o u l d l o o k a t m a n a g e m e n t co u r se s.
Q List j n и g и i n t o t h j sj n t j n о j s z ro m Sa y i n g i t c l e a r l y 1 и n б rj p j и t t h j m .
О □ List j n t o t h j sp j и k j r s. H o w б o t h j y so u n б ?
1 in t e r e st e d o r u n in t e r e st e d
78 | Sp eakin g
U N IT 19 | Ca r r y i n g o u t p e r f o r m a n ce r e v ie w s
2 n e g a t i v e o r p o sit iv e
3 p o l it e o r im p o l i t e ; asse r t iv e o r sh y
4 d ip l o m a t i c o r b lu n t ; a n g r y o r e n c o u r a g i n g
О 94 В List j n t o t h j s j n t j n о j s z ro m S a y in g it a p p r o p r ia t e ly 1 и nб rj p j и t thj m .
(| ^ В Yo u и rj о и r r y in g o u t и p j rz o rm и n о j r j v ij w w it h y o u r o z z iо j m и n и gj r .
95
K и m il. P l и y t h j и u б i o CD и nб z o llo w t h j о u j s. Y o u st и r t .
1 O u t l i n e Ka m i l ' s j o b d e scr i p t i o n (in t h e f o l l o w i n g b u ll e t p o in t s) a n d ask

if he agr ee s t o :
• m a i n t a i n i n g o f f i c e se r v ice s
• su p e r v isi n g o f f i ce st a f f
• o v e r se e i n g o f f i c e r e co r d s a n d e f f icie n cy .
A sk if y o u h av e m isse d a n y t h i n g .
2 A sk h im a b o u t h is o p i n i o n o f h is p e r f o r m a n ce t h i s year .
3 A g r e e w i t h w h a t Ka m i l says a n d g i v e h im p o sit iv e f e e d b a c k o n h is
p e r f o r m a n ce t h i s year .
4 Se t h im an o b j e ct i v e r e g a r d i n g t h e i m p l e m e n t a t io n o f t h e se co n d
p h a se o f t h e o f f i ce r e f u r b ish m e n t : n e w f u r n i t u r e a n d e q u i p m e n t f o r
t h e g r o u n d f lo o r . M a k e su r e t h a t it m e e t s t h e SM A RT r e q u ir e m e n t s.
5 M o v e t h e co n v e r sa t i o n o n t o t a l k a b o u t t h e f u t u r e a n d su g g e st t h a t
Ka m i l sh o u l d d e v e lo p h is IT sk il ls a n d su g g e st t r a i n i n g o n t h is.
Q T h in k и0 o u t y o u r o w n w o r k p l ио j . W r it j и list o z j m p lo y j j s z or w hom
you о и rry o u t p j rz o rm и n о j r j v i j w s.
1 O u t l i n e t h e j o b s o f t h e e m p l o y e e s t h a t y o u h a v e list e d . H o w m ig h t y o u
d e scr ib e t h e se in a p e r f o r m a n ce r e v ie w ? Pr act ise t h e m a lo u d .
2 H o w h a v e t h e e m p l o y e e s p e r f o r m e d t h is y e a r ? Sa y a se n t e n ce a b o u t
e ach o f t h e m as y o u m i g h t in t h e i r p e r f o r m a n ce r e v ie w .
3 Th i n k o f an o b j e ct iv e (r eal o r im a g in a r y ) f o r e ach o f t h e e m p lo y e e s an d
m ak e su r e t h a t it m ee t s t h e SM A RT r e q u ir e m e n t s. Pr act ise t h e m alo u d .
Lи n gu и g j n o j
W ell, q u it e g o o d , m e a n in g ' t o a d egr ee/ f air ly/ r at h er '.

Q u it e r ig h t , m e an in g ' co m p le t e ly ' .
I' m n o t q u it e su r e , m e a n in g ' co m p le t e ly ' .
I q u it e a g r e e , m e an in g ' co m p le t e ly ' .
In Br it ish En glish , ' q u it e ' u su ally m e an s ' t o a d egr ee/ f air ly / r at h er ', f o r e xam p le ,
't h e co n f er en ce w a s q u it e sh o r t .'
In A m e r ican En glish , ' q u it e ' u su ally m e an s ' co m p le t e ly ' o r ' ver y ', f o r e xam p le ,
't h e co n f er en ce w a s q u it e f a sc i n a t i n g .'
P j r su иб in g y o u r m и n и g j r
W ou ld y ou be w illin g to s u p p o r t m y r eq u est ?
U SEFU L TI PS: z yo u w и n t to и sk z o r so m j t h in g sp j о iи l z r o m y o u r m и n и gj r , y o u n j j б to 0j w j ll
prj pи rj б .
• Be proact ive. Ask your m an ager f o r a m eet ing t o discuss w h at is on your mind.
• Persuade, don 't t hreat en. Decide w h at exact ly you w an t and be prepared t o ju st ify yo ur d em ands w it h
logical ar gum ent s, rat her t han em ot ional ones.
• Be ready t o negot iat e. Thin k in advance ab out t he best alt ernat ive t o yo ur preferred solut ion.
• Rem ain polit e. W hat ever t he result, alw ays t h an k your m anager f or t heir t im e at t he end o f t he m eet ing. You
st ill have t o w o rk w it h t hem .
C и n б y is и h i g h l y sk i l l j б p ro grи m m j r in и l и r g j so z t w и r j о o m pи n y.
О
96 Sh j w и n t s t o б i s о u ss и n issu j w i t h h j r m и n и g j r , Jo h n .
Can d y Hi John! Do you have a m om ent ?

John Sure, Candy. W h at can 1do f o r you?
С б lik j t o sо h j б u j и m j j t in g w it h y o u t o t и lk 0и o u t m y p o sit io n . W hen's a goo d t im e f or you?
J Er, w ell, it's probably best if you f ix a t im e w it h m y secret ary, OK?
С Fine. I'll do t hat .
J Co m e in, Candy, t ake a seat . Now , w hat can 1do f or you?

С W ell. б j to б isо u ss m y о o m p j n sи t io n p ио k и q j w it h yo u .
J Really? 1t h ou gh t you w ere happy w it h t he increase w e gave you last year!

с Yes, but 1 h o p j y o u 'll и gr j j thи t since last year I've achieved such a lot and w e need t o consider
t hese achievem ent s. For exam ple, 1w as r esponsible f o r o r gan izin g t he conf er ence in Ast an a last
m ont h an d ...
...an d finally, 1 m an aged t he ISO 9001 audit , w hich w e successfully com plet ed. So, w o u l б n 't y o u
и gr j j t h и t m y pj rz orm и nо j t h is y j и r и 0 j j very successful?
J Well, yes. But w hat exact ly do you w ant ?
с I underst and t hat t his year t he pay increase is bet w een 3 and 8 per cent . 1 w o u l б lik j t o и sk f or a
raise at t he t op end of t hat scale.
J Ooh! 1d on 't kn o w about t hat , Candy, 1 m ean, w h at abo ut t he ot hers?
с If you look at m y responsibilit ies in com parison t o my colleagues, 1am current ly underpaid.
W o u l б n 't y o u sи y t h is sh o u б 0 j и k j n in t o о o n si б j r и t io n ?
J I'm not sure t hat t hat is really quit e t rue, Candy.
Sp eakin g
U N IT 20 | Pe r su a d in g y o u r m a n a g e r
C: Oh, I t h in k so. I checked. Co m par ed t o progr am m er s in ot her com panies, I'm ear ning ab out 4 per
cent less t han t he m arket average. Here are t he figures.
J: Are you saying you w an t t o leave?
C: No, I ju st w an t you t o kn o w t he backgr ou nd t o m y request , t hat 's all. I'm sur j you о и n sj j и it
w o u ld n 't be hard f or me t o get a bet t er paid jo b elsew here.
J: I see.
C: So, w
б yo u 0j w illin g t o su p p o rt m y j uj z o r a higher w age increase?
J: Well, t he problem is also your qualif icat ions. Even t h ou gh you are a f an t ast ic program m er, you don 't
have t he qualificat ions on paper f or me t o just ify t o t he HR depart m ent put t ing you int o a higher
salary level.
:С I t h o u gh t и m igh t 0j и pro 0 l j m . So, w o u б n ' t it m и k j j n j z o r t he com pany t o invest in
sending me on an advanced p ro gr am m ing skills course? The com pany benefit s from my im proved
skills, I have t he necessary qualificat ions on paper and you could t hen just ify t o t he HR depart m ent
paying me more. I hope you'll agree t hat t hat w ould be a w in -w in sit uat ion f or everybody.
J: Hm m . I need t o t h in k ab out t his idea.
C: Sure. I'll find a t im e f or anot her m eet ing t ow ar ds t he end of t he w eek w it h your secret ary. But и s
z r yo u r t im j t o б и y. I do appreciat e t hat .
T iо k t h j st и t j m j nts thи t и rj t ru j и0 o u t Cи n б y и nб Jo h n .
1 Sh e a g r e e s w it h h e r b o ss t h a t sh e d o e sn ' t h a v e t h e q u a l i f i c a t i o n s o n
p a p e r a n d a cce p t s t h a t t h i s w i l l m e an sh e ca n ' t g e t a t o p -e n d p a y r ise.
2 Sh e b e co m e s e m o t i o n a l, t e l l i n g h im h o w m u ch sh e lo v e s h e r j o b .
3 Sh e n e g o t i a t e s w i t h r e g a r d t o h e r la ck o f q u a l i f i c a t i o n s o n p ap e r .
4 Sh e d e m a n d s a d d i t i o n a l t r a i n i n g .
5 Sh e is p o l it e a n d t h a n k s h e r b o ss f o r h is t im e .
6 Sh e r e m in d s h im t h a t h e p r o m ise d h e r a g o o d p a y r ise last year .
7 Sh e p r e se n t s l o g i ca l a r g u m e n t s o n w h y sh o u l d sh e r e ce iv e a t o p -e n d
p ay r ise.
8 Sh e says t h a t sh e w il l l o o k f o r a n o t h e r j o b if h e w o n ' t g i v e h e r a p ay
r ise.
9 Sh e sch e d u le s a m e e t i n g w it h h e r b o ss.
10 Sh e st o p s b y t o se e h e r b o ss u n a n n o u n ce d .
M at ch t h e t w o h alv e s o f t h e sen t en ces.

1 I t h i n k y o u ' l l a g r e e t h a t ... A ...a t r a n sf e r t o a d i f f e r e n t d e p a r t m e n t .
2 I' d lik e t o a sk f o r ... В ... y o u r t im e t o d a y . I d o a p p r e c ia t e t h a t .
3 W o u ld yo u be w illin g С ...m e t o a t t e n d a m a n a g e m e n t t r a i n i n g
t o ... co u r se ?
4 I' d l ik e t o sch e d u le a D ...co m p e n sa t i o n p a c k a g e w i t h y o u .
m e e t i n g w it h y o u ... E ...m y p r o p o sa l f o r u n p a i d le a v e is q u it e
5 W o u l d n ' t y o u say t h is co n v i n ci n g .
sh o u l d b e ... F ...su p p o r t m y r e q u e st f o r e x t e n d e d
6 I' d l ik e t o d iscu ss m y ... le av e ?
7 W o u l d n ' t it m a k e se n se G ...w o u l d b e p o ssib le f o r m e t o e xt e n d
f o r ... m y p a t e r n i t y le av e ?
8 Th a n k s f o r ... H ...t a k e n i n t o co n sid e r a t io n ?
9 I t h o u g h t t h a t m igh t be a I ...t o d iscu ss m y p o sit io n .
p r o b l e m ... J ..., so p e r h a p s y o u w o u l d co n sid e r t h is
1 0 I w a n t e d t o ask y o u i f i t ... p r o p o sa l?
О D List j n t o t h j st и t j m j nts z ro m S a y in g it a ccu r a t e ly . Rj p j и t t h j m , о o p y in g

97 t h j rh yt h m o z t h j sp j и k j r .
О и List j n и nб о o m p и r j t h j s j si m i l и r so u n б s z r o m t h j u n it .
1. ' о h ' 2.* j* 3 . 's' 4 . 'z'
ои h ij v j б m и n и gj б б i s о u ss o r gи n izin g
su о h jo 0 sj n sj r и is j
m uо h su g g j st i o n s sk il ls sk il ls
Q List j n и gи in t o t h j w o r б s z ro m S a y in g it c le a r ly 2 и nб rj pj и t thj m .
О D W hj n yo u и r j t r y i n g t o p j r su би j y o u r m и n и gj r t o и grj j t o so m j t h in g ,
u sj и n и p p r o p r iи t j t o n j o z v o iо j : p o l it j , о o n z iб j n t , и nб p j r su и si v j .
W h iо h o z thj z o l l o w i n g sp j и k j r s u s j и n и p p r o p r iи t j t o n j ?
82 Sp eakin g
U N IT 20 | Pe r su a d in g y o u r m a n a g e r
sp e a k e r 1 sp e a k e r 6
О В List j n и g и i n t o t h j sp j и k j r s z ro m S a y in g it a p p r o p r ia t e ly 1. T h i s t im j ,
100 t h j y w ill и ll u s j и n и p p r o p r i и t j t o n j . R j p j и t w h и t t h j y sи y .
О D Yo u w o u lб lik j и t r и n sz j r to thj US oz z iо j . P lи y t h j и u б i o CD и nб z o llo w

thj о u j s. Y o u st и r t .
1 A sk y o u r b o ss, Ka r e n , i f y o u can sch e d u le a m e e t i n g w i t h her.

2 Th a n k h e r an d e x p l a i n y o u r r e q u e st .
3 Re m in d h e r t h a t y o u ' v e b e e n a lo y al e m p l o y e e o v e r t h e last six y e a r s
a n d e x p la i n h o w y o u ar e k e e n f o r a n e w c h a l l e n g e a n d t h e
o p p o r t u n i t y t o liv e a b r o a d .
4 Say t h a t y o u ' v e co n sid e r e d t h i s p o i n t an d w e r e w o n d e r i n g if a n y o n e
f r o m t h e U S o f f i ce w o u l d co n sid e r a j o b sw a p f o r a f e w m o n t h s.
5 Th a n k h e r f o r h e r t im e .
W r it j и sh o r t б i и l o g u j si m i l и r t o t h j o n j in G e t S p e a k in g 1. I m и g in j и
si t u и t i o n in y o u r w o r k p l ио j и nб r j p l ои j t h j r j q u j st z or и t r и n sz j r w it h
o n j y o u m i g h t m и k j . P r ои t i sj t h j б iи lo g u j и lo u б .
In so m e cu lt u res, t her e is m ore r esp ect f o r h ierarch y t h an in o t her s. Th is m ean s t h at

em p lo yees in so m e co u n t r ies are less likely t o ap p r o ach t heir m an ager s w it h a d if f icu lt
issue t h an em p lo yees in o t h er co un t r ies. Th is is w o r t h b ear in g in m in d w h en w o r k in g
acr o ss cult ures.
Grи m m и r j
N o t j h o w C и n б y u s j s q u j st i o n s t o m и k j h j r l и n g u и g j so u n б m o r j p j r su и si v j .
Sh j z o r m s m o st o z t h j sj w i t h t h j m o б и l v j r 0 w o u l d n ' t , w h i о h i m p li j s t h и t Jo h n
w ill и grj j w i t h t h j p o i n t t h и t sh j is m и k i n g . T h i s m и k j s h j r so u n б о o n z iб j n t и nб
p j r su и si v j .
W o u l d n ' t y o u say t h i s sh o u l d b e t a k e n i n t o co n sid e r a t io n ?
W o u l d n ' t it m a k e se n se f o r t h e co m p a n y t o in v e st in se n d i n g m e o n an a d v a n ce d
p r o g r a m m i n g sk il ls co u r se ?
W o u l d n ' t y o u a g r e e t h a t m y p e r f o r m a n ce t h i s y e a r h as b e e n v e r y su cce ssf u l?
A PPEN D IX - Ext j n б j б l j и r n in g t h r o u gh CO BU I LD
Th is sect io n p ro vides you w it h in f o r m at io n f r o m t he COBU ILD co r p u s on key

vo cab u lar y it em s in t he co n ver sat io n s. It gives in f o r m at io n on m ean in g, u sage
an d co llo cat io n s.
U n it 1 St и r t in g и о o n v j r sи t io n
e x a ct ly
• W h en I lef t sch o o l, I w asn 't sure exact ly w h at I w an t e d t o do.
• It is d if f icu lt t o exp lain exact ly w h at it is.
• I d o exact ly w h at st o ckb r o ker s do.
CO LLO CA TIO N S: б o / k n o w / u n б j r st и n б / бj z in j / j x p lи in so m et h in g exact ly

exact ly r ig h t / su r j / о o rrj о t
exact ly m и t о h / m i r r o r / r j p li о и tj so m et h in g
SYN O N YM : precisely
U n it 2 T и lk in g и0 o u t jo 0 s
ch a lle n gin g
• W e co n t in u e t o f ace a ch alle n gin g ret ail envir o n m en t .
• Af t er t en years, I st ill f in d m y jo b im m en sely ch alle n gin g an d sat isf yin g.

• M y last jo b w asn ' t m en t ally ch allen gin g.
CO LLO CA TIO N S: a ch a lle n gin g r o l j / t и sk / j n v i r o n m j n t / m и r k j t p l ио j
j xtrj m j ly / in о rj б i0 ly / im m j n sj ly ch a lle n gin g
in t j llj о t u и lly / m j n t и lly / p h y si о и lly ch a lle n gin g
SYN O N YM S: d em an d in g, r igo r o u s
r e w a r din g
• Teach in g is a w o r t h w h ile an d r ew ar d in g career.
• It's h u gely r ew ar d in g w h en you can so r t o u t a p ro b lem f o r so m eo n e.

• Real est at e is an in d u st r y I've f o u n d f in an cially an d em o t io n ally r ew ar d in g.
CO LLO CA TIO N S: a r e w ar d in g j o 0 / о и rj j r/ p ro z j ssi o n / p u r su i t / j nбj и vo u r/

j x p j r ij n о j
r iо h ly / h u g j ly / im m j n s j l y / h i g h l y r e w ar d in g
z in и n о iи lly / j m o t io n и lly / sp ir it u и lly r e w ar d in g
SYN O N YM S: gr at if yin g, sat isf yin g, st im u lat in g
Sp eakin g
U N ITS 1 -5
U n it 3 S h o w i n g i n t j r j st in o t h j r p j o p l j
n e g o t ia t ion
• It's a m at t er f o r n ego t iat io n b et w een an em p lo yer an d t h eir w o r kf o r ce.
• W e'r e cu r r en t ly in n ego t iat io n s o ver a n ew co nt r act .
CO LLO CA TIO N S: n e go t iat io n (s) 0 j tw j j n p e o p le

n e go t iat io n (s) b e t w e e n m и n и g j m j n t / st иz z / j m p l o y j r s/
w o r k j r s/ r j p r j sj n t и t i v j s
n e go t iat io n s o v j r so m e t h in g
n e go t iat io n s o ve r a о o n t r ио t / i ssu j / s j t t l j m j nt
n e go t iat io n s o ve r p и y / p и y m j nt/ о o m p j n sи t io n
n e go t iat io n s w i t h so m e o n e
n e go t iat io n s w it h a su p p l i j r / v j n б o r / 0 u y j r / бj v j lo p j r /
о rj б it o r
SYN O N YM S: d iscu ssio n , d ialo gu e
PHRASES: u n d er n ego t iat io n , su b ject t o n ego t iat io n , o p en t o n ego t iat io n ,

in n ego t iat io n s
U n it 4 Ex о h и n g in g in z o r m и t io n
a ppa r e n t ly
Yo u use и p p и r j n t ly t o ind icat e t h at t h e in f o r m at io n you are givin g is so m et h in g
t h at you h ave hear d, b u t yo u are n o t cer t ain t h at it is t rue.
• Ap p ar en t ly, all n ew m an u f act u r in g is t o t ake p lace in east er n Eu rop e.
• Ap par en t ly, t h e m eet in g t o d ay w as ver y posit ive.

• He r esign ed , ap p ar en t ly b ecau se o f d isagr eem en t s w it h his boss.
SYN O N YM S: seem in gly, su p p o sed ly
U n it 5 Co lб о и llin g
risk
• M o st invest or s avoid risk w h en t h ey can d o so w it h o u t sacr if icin g ret urn.
• Ther e is a sign if ican t r isk t h at t h e co m p an y w ill f ail.

• M o st f ir m s are t akin g r isk m an agem en t seriously.
CO LLO CA TIO N S: и v o iб / j lim in и t j / m in im izj r isks

a h ig h / p o t j n t iи l/ sig n iz iо и n t / s j r i o u s r isk
a l o w / m i n i m и l / s l i g h t / t i n y r isk
a r isk o z so m e t h in g
a r isk o f z и ilu r j / in ju r y / бj и th
a sj о u r i t y / s иz j t y / in v j st m j n t / i n z l и t i o n r isk
risk и s s j s s m j n t / m и n и gj m j nt
Ap p en d ix: Ext en d ed lear n in g t h r o u gh COBU ILD I 85

U n it 6 C o n z ir m in g o r r j и r r и n g in g и p p o in t m j nts
a p p oin t m e n t
• Ju st give m e a call an d w e can ar r an ge an ap p o in t m en t .
• Yo u r ap p o in t m en t is sch ed u led f o r t o m o r r o w m o r n in g.
• Can I p o ssib ly m ake an ap p o in t m en t f o r an o t h er day?
CO LLO CA TIO N S: m и k j / r j q u j st / и r r и n g j / 0 o o k / s о h j б u lj an ap p o in t m e n t
о o n z ir m / о и nо j l / m i ss/ r j s о hj б u l j an ap p o in t m e n t
a sо h j б u lj б / u r g j n t / и v и i l и0 l j ap p o in t m e n t
an a p p o in t m e n t s б iи r y / о и lj n б и r / 0 o o k / sо hj б u lj
an ap p o in t m e n t w i t h so m e o n e
an a p p o in t m e n t w it h a m и n и g j r / о o n su l t и n t / sp j о i и l i st /
иб v isj r
U n it 7 M и k in g и о o m p lи in t o n t h j t j lj p h o n j
u n sa t isfa ct or y
• I f o u n d t h e service t o t ally u nsat isf act or y.
• Th eir b eh avio u r h as been w h o lly u n sat isf act o r y an d f o o lish , t o say t he least .
• Th e n ew ch ar gin g ar r an gem en t s are p at en t ly u n f air an d u nsat isf act or y.
CO LLO CA TIO N S: an u n sat isf act o r y si t u и t i o n / p j r z o r m и n о j / j x p lи n и t io n /

outо om j
p r o z o u n б ly / бj j p ly / w h o lly / t h o r o u g h ly / t o t и lly
u n sat isf act o r y
z in б / о o n si б j r / бj j m so m e t h in g u n sat isf act o r y
SYN O N YM S: in ad eq u at e, u n accep t ab le
A N TO N YM S: sat isf act or y, accep t ab le
U n it 8 D j и lin g w it h и о o m p lи in t o n t h j t j lj p h o n j
r e fu n d
• Un f o rt u nat ely, w e can o n ly o f f er a r ef u nd , exch an ge, o r r ep air if a p r o d u ct
is fault y.
• I'm af r aid t h at w e can n o t o f f er r ef u n d s f o r can cellat io n s.

• W e w ill r eplace it o r issue a r ef u nd , w h ich ever you ch o o se.
CO LLO CA TIO N S: a z u ll/ о o m p lj t j / p и r t i и l/ p o ssi0 lj refu nd

бj m и nб / j xp j о t / r j q u j st / o 0 t и i n a r ef u n d
oz z j r / p r o m i s j / i ss u j / и r r и n g j / g i v j a r ef u n d
a refu nd p o liо y / o z z j r/ gu и rи n t j j / r j q u j st
SYN O N YM : r eim b u r sem en t
Sp e akin g
U N ITS 6 -1 1
U n it 9 R u n n in g и z ио j -t o -z ио j m j j t in g
a ge n da
• Ther e are f o u r m ain p o in t s on t h e agen d a o f t o d ay's m eet in g.
• Point o n e on t h e age n d a is t o w elco m e t h e n ew st af f .

• W e m ay need t o p o st p o n e so m e it em s on t h e age n d a f o r t h e n ext m eet in g.
CO LLO CA TIO N S: t h e a ge n d a z o r so m e t h in g
t h e a ge n d a f o r t h e m j j t in g / о onz j rj n о j / s j ssi o n
o n t h e age n d a
a p o i n t / i t j m o n t h e age n d a
so m e t h in g t o p s / б o m i n и t j s t h e age n d a
so m e o n e s j t s/ o u t l i n j s t h e age n d a
SYN O N YM S: p lan, p r o gr am m e
U n it 1 0 N j g o t iи t in g и grj j m j nt
pr oposa l
• W e w o u ld cert ain ly co n sid er an y p r o p o sals you have in m ind .
• I t h in k t hat 's an int er est in g p ro p o sal, b u t it w o n ' t suit everyon e.
• W e h ave alr ead y d iscu ssed several p r o p o sals af f e ct in g t en d er of f er s.
CO LLO CA TIO N S: s u 0 m i t / p r j s j n t / o u t l i n j / p u t z o rw и rб a p r o p o sal

ио о j p t / r j jj о t/ б i sо u ss/ о o n si б j r / r j v i j w a p r o p o sal
a w o r k и0 l j / ио о j p t и0 i j / i n t j r j s t i n g / и t t r ио t iv j p r o p o sal
an u n w o r k и 0 l j / u n и о о j p t и0 l j / u n r j и l i s t i о p r o p o sal
SYN O N YM S: p lan, su ggest io n , idea
U n it 11 A ssig n in g ио t io n p o in t s
pr ior it iz e
1 . If yo u p r i o r i t i z j so m e t h in g, yo u t r eat it as m o r e im p o r t an t t h an o t h e r
t h in gs.
• Th e co m p an y w an t s t o p rio rit ize d eb t repaym en t s.
• Th e go ver n m en t is p r io r it izin g t h e service sect or.
2. If yo u p r i o r i t i z j t h e t ask s t h at yo u h ave t o d o , yo u d e cid e w h ich ar e t h e
m o st im p o r t an t an d d o t h e m f ir st .
• W e'll need t o p r io rit ize assign m en t s so t h at ever yt h in g co n t in u es t o run
sm oot hly.
• I t en d t o p r io rit ize r u t h lessly an d sacr if ice t h e n o n-essen t ials.
Ap p en d ix: Ext en d ed lear n in g t h r o u gh COBU ILD 87

U n it 1 2 R u n n in g и t j lj о onz j rj n о j
ou t sou r ce
• Ou t so u r cin g gr ap h ic d esign t asks an d p r in t in g jo b s w o u ld m ake sen se f o r us.
• Co st savin g is t h e b ig d r iver f o r o u t so u r cin g w o r k.
• Of f sh o r e o u t so u r cin g isn 't alw ays t h e ch eap est o p t ion .
CO LLO CA TIO N S: o u t so u r ce a s j r v i о j / z unо t io n / t и sk / ио t iv it y
o u t so u r ce w o r k / m и n и g j m j nt/ m и nuz ио t u r in g / r j p и ir
o u t so u r ce o z z sh o r j / o v j r s j и s/ и0 r o иб
SYN O N YM : relocat e
U n it 1 3 P r j sj n t in g и p ro б u о t o r sj r v i о j
a dva n t a ge
• Ou r key ad van t age over co m p et it o r s is t h at w e m an u f act u r e all o u r p r o d u ct s
t o order.
• Th is m ean s w e are ab le t o t ake ad van t age o f t h e ver y lat est cost s.

• To t ake ad van t age o f t h is incr ed ible offer, you need o n ly visit o u r w eb sit e.
CO LLO CA TIO N S: a б ist in о t / o 0 v i o u s/ бj z in it j / о o m p j t i t i v j a d v a n t a ge
an a d v a n t a ge o z so m e t h in g
tи kj ad v a n t a ge o f so m e t h in g
t ak e a d v a n t a ge o f a б isо o u n t / o p p o r t u n it y / o z z j r
an a d v an t age o v j r so m e o n e / so m e t h in g
an ad v a n t a ge o ve r о o m p j t i t o r s/ r i v и l s/ o t h j r s
U n it 1 4 W o r k in g o n и st и n б
cu st om e r
• W h at are yo u d o in g t o im p ro ve yo u r cu st o m er services an d su p p o r t ?
• Yo u sh o u ld ask q u est io n s in o r d er t o u n d er st an d exact ly w h at t he cu st o m er
w an t s.
• Cu st o m e r sat isf act io n h as t o be t h e t o p p rio rit y in all w e do.
CO LLO CA TIO N S: a cu st o m e r 0 и sj
cu st o m e r s и t i s z ио t io n / r j l и t io n s/ sj r v iо j / z j j б 0 ио k
p o t j n t iи l / p r o sp j о t iv j / j x ist in g / lo y и l cu st o m e r s
и t t r ио t / t и r g j t / sj r v j / sи t isz y / r j t и in cu st o m e r s
cu st o m e r s o z so m e t h in g
cu st o m e r s o f и r j t и i l j r / st o r j / p r o v i б j r / о om pи ny
cu st o m e r s w и n t / p r j z j r/ бj m и nб so m e t h in g
SYN O N YM : clien t
Sp eakin g
U N ITS 1 2 -1 7
U n it 1 5 C lo sin g и sи l j
p r o m ot io n
• W e 'r e t ar ge t in g t h is p r o m o t io n at b u sin ess t ravellers.
• Ou r lat est p r o m o t io n o f f er s d isco u n t s f o r p assen ger s w h o b o o k w ell ah ead
o f t im e.
• W e 'r e d o in g a sp ecial p r o m o t io n on ch am p agn e.
CO LLO CA TIO N S: l и u n о h / r u n / h o l б / t и r g j t / и i m a p r o m o t io n
t ar ge t / aim a p r o m o t io n и t so m e o n e
a p r o m o t io n z j и t u r j s/ in о l u б j s/ i n v o lv j s/ o z z j rs
so m e t h in g
a p r o m o t io n h j l p s / j n о o u r и g j s / g j n j r и t j s / 0 o o st s
so m e t h in g
a sp j о i и l / i n - st o r j / о u t - p r iо j / s j и so n и l / s и l j s p r o m o t io n
SYN O N YM : o f f er
U n it 1 6 Sи y in g 'n o ' p o lit j ly
or de r
• Yo u m ay can cel w it h in 14 d ays o f p lacin g an order.
• W e h ave received 1 0 ,0 0 0 o rd ers f o r t h is d igit al m u sic p layer already.
• I can sen d you o u r f ree m ail o r der cat alo gu e.
CO LLO CA TIO N S: p l ио j / m и kj / rj о j iv j / о и nо j l an o r d er
a p o st и l/ m и il/ o n lin j / j x p o r t / m in im u m o r d er
an o r d er z o r so m e t h in g
an o r d e r f o r g o o б s / j q u i p m j nt/ m ио h in j r y / it j m s
U n it 1 7 T h j su о о j ss z u l j o 0 i n t j r v i j w j r
p osit ion
• Do yo u see yo u r self in a m an agem en t p o sit io n ?
• W h er ever p ossib le, sen io r p o sit io n s are f illed f r o m w it h in t h e co m p an y.
• Sh e h as been o f f er ed an d h as accep t ed t he p o sit io n o f m an agin g direct or.
CO LLO CA TIO N S: h o l б / z ill/ t и k j / ио о j pt/ иб v j r t i s j / v ио и tj a p o sit io n

a v ио и n t / u n z illj б / о u rrj n t/ z u ll- t im j / sj n io r /
m и n и gj m j nt p o sit io n
a p o sit io n и s so m e t h in g
a p o sit io n as a о o n su l t и n t / и ssi st и n t / о lj r k / m и n и gj r /
t r u st j j
a p o sit io n w i t h i n so m e t h in g
a p o sit io n w it h in a о o m p и n y / o r g и n izи t io n / h ij r и r о hy
Ap p en d ix: Ext en d ed lear n in g t h r o u gh COBU ILD 89

U n it 1 8 T h j su о о j ss z u l i n t j r v i j w о и n б iб и t j
team
• I h ead t h e p ro ject m an agem en t t eam , o ver seein g m ajo r p ro ject s f o r o u r
client s.
• A s a m an ager , I t ry t o inst il a sen se o f t eam sp ir it an d t o get h er n ess.

• I'm a b ig t eam p layer an d I alw ays p lace an em p h asis on t h e t eam .
CO LLO CA TIO N S: l j иб / hj иб / m и n и g j / jo in a t eam

a о и p и0 l j / о o n z iб j n t / t и lj n t j б t eam
a m и n и gj m j nt/ бj sig n / r j sj и r о h t eam
a t e am p l и y j r / m и n и g j r / l j иб j r/ j z z o rt
t e am sp i r i t
U n it 1 9 Cи r r y in g o u t p j r z o r m и n о j r j v ij w s
o p p o r t u n it y
• Th er e are cert ain ly o p p o r t u n it ies f o r p r o m o t io n in t h e co m p any.
• W e like t o f eel t h at w e can o f f er a lot o f car eer o p p o r t u n it ies t o o u r st af f.
• I w o u ld w elco m e t h e o p p o r t u n it y t o t ravel an d d iscu ss p r o ject s w it h client s.
CO LLO CA TIO N S: p r o v i б j / o z z j r / p r j sj n t / о rj и tj an o p p o r t u n it y
sj i z j / w j lо om j / j x p l o i t / r j lish / g r и sp an o p p o r t u n it y
a u n iq u j / iб j и l/ p j r z j о t / go o б / grj и t o p p o r t u n it y
a 0 u si n j ss/ о и rj j r / n j t w o r k in g / m и r k j t in g o p p o r t u n it y
an o p p o r t u n it y z o r so m e t h in g
an o p p o r t u n it y f o r иб vи nо j m j n t / p r o m o t io n / gr o w t h /
in p u t
U n it 2 0 P j r s u иб in g y o u r m и n и g j r
pa ck a ge
• Th ey've o f f ered a go o d r ed u n d an cy p ackage an d are co n f id en t t h ey'll get
e n o u gh vo lu nt eer s.
• Th e co m p en sat io n p ackage w ill b e ad d ed t o st af f salar ies at t h e end o f

January.
• Can yo u n ego t iat e a p ack age t h at su it s bot h yo u an d yo u r b o ss?
CO LLO CA TIO N S: a о o m p j n sи t io n / r j б unби nо y / sj v j r и n о j / r j t ir j m j nt

p a ck a ge
oz z j r / u n v j i l / p r o p o sj / и n n o u n о j a p a ck a ge
n j g o t iи t j / ио о j p t / t и k j / r j jj о t a p a ck a ge
a g j n j r o u s/ и t t r и о t iv j / ио о j p t и0 l j / z и ir p a ck a ge
a p a ck a ge i n о l u б j s/ i n о o r p o r и t j s/ о om 0 i n j s so m e t h in g
Sp eakin g
A N SW ER KEY
U n it 1
U n б j r st и n б in g □
Co n ver sat io n 1 D Co n ver sat io n 3 С 1 isn 't it?
Co n ver sat io n 2 A Co n ver sat io n 4 В 2 W h er e d o yo u co m e f r o m ?
3 Ho w did yo u get here?
Sи y in g it ио о urи j ly 4 Ho w lo n g d id t h at t ake?
5 W h at d o yo u d o exact ly?
D
1 been 6 lo o kin g Sи y in g it и p p r o p r i и t j ly
2 lovely 7 f ro m
3 get 8 isn't D
4 lo n g 9 do 1 f r ien d ly
5 m ean s 10 co m e 2 u n f r ien d ly
3 f r ien d ly
В 4 f r ien d ly
5 u n f r ien d ly
[ 3 ] Alex: No, it's m y f ir st t rip.
[ 6 ] So p h ia: I'm a f o r en sic au dit or, w h ich m ean s t h at
I h elp h e d ge f u n d s an d b an ks m ake su re n o n e o f
[
t heir st af f are d o in g an yt h in g illegal.
1 ] Alex: It's a b eau t if u l d ay t oday, isn 't it?
D
[ 7 ] Alex: Really? A n d d o yo u o f t en f in d an y illegal (An sw er s w ill vary. Su gge st e d an sw er s only.)
act ivit ies? I'm a ...[ in ser t j o b t it le] ..., w h ich m ean s t h at ...
[2 ] So p h ia: Ab so lu t ely, I love New Yo r k in t h e sp r in g. [ad d in t er est in g f act ab o u t j o b ] ... .
Have yo u been here b ef or e? I t o o k t h e p lan e f ro m Ch ar les de Gaulle.
[8 ] So p h ia: M o re t h an yo u m igh t exp ect ! An yw ay, On ly an h o u r o r so. It's a ver y easy f ligh t .
w e ' d b et t er get b ack t o t h e p r esen t at io n ... Yes, it is. Have yo u been here b ef or e?
[ 5 ] Alex: I'm f r o m At h en s. It's a gr eat p lace t o live. I'm f r o m ...[ in ser t p lace] ... . Did yo u kn o w t h a t .
W h at d o yo u do ? [ad d in t er est in g f act ab o u t p lace] ,..?
[4 ] So p h ia: Oh , yo u m u st visit t he Gu ggen h eim
M u seu m an d t h e Em pire St at e Bu ild in g. W h er e d o В
yo u co m e f r o m ?
An sw er s w ill vary.
M o del an sw er s f r o m Sa yin g it a ccu r at ely 2 an d 3.
U n it 2
U n б j r st и n б in g st u d y at un iver sit y? / S: En gin eer in g. / J: Very im p o r t an t

f o r Fo o d aid .'
Be b r i e f a n d p r ecise: 'W ell, act u ally I'm a law yer. I'm in
ch ar ge o f m an agin g t h e legal d ep ar t m en t an d w e m ake A ccen t u a t e t h e posit ive: 'Yo u 'll never be rich w o r k in g f o r
sure t h at Fo o d aid u n d er st an d s an y legal issues t here Fo o d aid. b u t yo u get paid. Very o f t en p eo p le like you
m igh t be in t h e w o r k it d o e s.' w o r k w it h us f o r a f ew year s t o gain exp er ien ce an d t hen
t h ey m ove o n t o o t h er jobs. Lot s o f co m p an ies like t h at .':
Sh o w h o w y o u r j o b b en ef it s p eo p le: 'Yo u f eel yo u are
'An d even if t he w o r k is d em an d in g, it's never b o ring.'
d o in g so m et h in g usef ul w it h vo u r skills, n o t iust m akin g
so m e co m p an y sh ar eh o ld er s richer.'
Jen n y's m ist ake w as u sin g t h e acr o n ym ' N GO ' , w h ich
M a ke it r eleva n t t o t h e p er so n y o u ' r e t a lkin g t o: 'J: There she n eed ed t o exp lain t o t h e st u den t .
are lot s o f d if f er en t jo b s at Fo o d aid . W h at su b ject d o yo u
A n sw e r ke y 91
Sи y in g it ио о u rи j ly
D (An sw er s w ill vary. Su gge st e d an sw er s only.)
1F 5C 1 m onot ono us
2D 6A 2 r ew ar d in g/ f u lf illin g
3H 7E 3 st r essf ul
4G 8B 4 ab so r b in g/ in t er est in g/ d em an d in g
5 ch allen gin g/ in t er est in g/ f u lf illin g/ ab so r b in g
int er est in g/ st r essf u l/ d em an d in g
(An sw er s w ill vary. Su gge st e d an sw er s only.) Sи y in g it о l j и r ly

2 M y j o b in vo lves h elp in g p eo p le t o so rt o u t t h eir
legal af f air s. D
3 M y m ain r esp o n sib ilit y is t o p r epar e an d su b m it (St r essed syllab les are u n d er lin ed .)
acco u n t s t o t h e t ax au t h o r it ies.
1 ch allen gin g 5 in t er est in g
4 I h elp ch ild r en w h o are sick.
2 m onotonous 6 st r essf ul
5 I'm in ch ar ge o f lo o k in g af t er t h e em p lo yees at
3 r ew ar d in g 7 ab so r b in g
m y co m p an y.
4 f u lf illin g 8 d e m an d in g
6 M y jo b en t ails car r yin g o u t resear ch an d t each in g
st u d en t s at m y universit y.
Sи y in g it и p p r o p r i и t j ly
7 I'm r esp on sib le f o r h elp in g p eo p le w h o ar e h avin g
d if f icu lt ies w it h t h eir co m p u t er s. D
8 I d evelo p n e w an d excit in g b u sin ess ideas.
Th e sp eaker s are verv(^ n t h u siast io iin e n t h u siast ic. w h ich
h elps t h em t o a c c e n t u a l t h e kDo sit iy& n eaat ive asp ect s o f
t h eir jo b s.
as 5 at / f or
in/ w ith 6 on G j t sp j и k in g
w it h 7 to
Ц an d Q
f or/ in 8 f o r / u nd er
An sw er s w ill vary. M o d el an sw er in Sa yin g it a ccu r a t ely 1.
U n it 3
Sи y in g it ио о u rи j ly [2] Rachel: Ho w aw f u l!
[1 ] Rachel: Terrible?
D [4] Rachel: Th at 's u n believab le!
1 kn o w 5 Ho w [7] Rachel: So w h at yo u ' r e sayin g is I w en t on ho lid ay
2 Really 6 o t h er f o r a w ee k an d co m e b ack t o f in d yo u ' r e a sen io r
3 t er rible 7 sayin g m an ager ?!
4 That 's 8 m ean [3] Rachel: Yo u m ean t h at yo u w er e st u ck in t r af f ic f o r
t h r ee ho ur s!
В [5]
[6]
Rachel: Really?
Rachel: Pr o m o t ed ?
To sh o w po sit ive em p at h y: 1, 3, 6, 7, 9 [8 ] Rachel: Ho w am azin g! Co n gr at u lat io n s!
To sh o w n egat ive em p at h y: 2, 5, 8, 10
To sh o w d isbelief: 4, 9 Sи y in g it и p p r o p r i и t j ly
Not e t h at 9 'H o w in cr ed ib le! ' h as t w o m ean in gs.

D
In t h e f ir st ext r act , Em ily's t o n e isf keenf t jn in t er e st ed an d
h er in t o n at io n isfnsina)5f allin a. Th is r esp on se en co u r age s
1 ech o in g 5 e m p at h izin g Casp e r t o t font inueifet o p t alk in g ab o u t t h e t o p ic.
em p at h izin g 6 ech o in g
p ar ap h r asin g 7 p ar ap h r asin g In t h e seco n d ext ract Em jJyM o n e is keen^ u n in t er est ed b nd
em p at h izin g 8 em p at h izin g h er int o nat io n is risinar a l i n a )Th is r esp o n se'5n r o n r ages
Casp er t o co n t inu e^stopTCTlona ab o u t t h e t opic.
92 Sp eakin g
U N ITS 3^ 1
В 1 I see/ Really?
2 Next year?
✓ Th at 's w o n d er f u l!
3 So w h at yo u ' r e sayin g is yo u 'd like m e t o sou r ce
/ Fant ast ic!
so m e p o ssib le n ew o f f ices?
H o w am azin g!
4 Fant ast ic! / Gr eat !
/ Gr eat !
Ho w t errible!
✓ Th at 's aw f u l! В
Oh no!
(An sw er s w ill vary. Su gge st e d an sw er s only.)
/ Th at 's d r ead f ul!
/ That 's u n believab le! 1 Th at 's f an t ast ic! / A n e w jo b ?
Ho w incredible! 2 Really?
3 Ho w t errible!
G j t sp j и k in g 4 Lat e?
5 Fan t ast ic! / Yo u m ean yo u ' ll be m o vin g t o Am er ica?
D 6 Oh no! / Really?
U n it 4
Of f er ap p r o p r iat e in f o r m at io n f ir st : 'Ch r ist in e is so
В
su ccessf u l. She did an am azin g job f o r us d ealin g w it h
t h at w h o le co r r u p t io n scan d al last year, d o n 't yo u t h in k ?’ 2 , 3 .. .so I'm t o ld / by all acco u n t s.
1, 4, 5, 8 Ap par en t ly/ I h ear d t hat / lt seem s t hat /
A sk q u est io n s ind ir ect ly: 'Yo u used t o w o r k f o r o u r n ew
It ap p e ar s t h at ...
ch ief legal o ff icer . Ch r ist in e Bender, d id n 't y o u ?'
6 A cco r d in g t o ...
Cr eat e in t im acy: 'I really w an t t o t h an k yo u , M ich ae l, f o r 7 Did yo u h ear t h at ...
t ak in g m e w it h yo u t o t h e m eet in g.'
' Yo u used t o w o r k f o r o u r n e w ch ie f legal o fficer,
Ch r ist in e Bender, d id n 't yo u ?'
□
'Sh e d id an am azin g jo b f o r us d ealin g w it h t h at w h o le 1 Yo u 've sp en t t im e in o u r W ash in gt o n o f f ice, h aven 't
co r r u p t io n scan d al last year, d o n ' t yo u t h in k?' y o u ,Ja y ?
2 Yo u ap p r o ved o u r n e w b r o ch u r e b ef or e it w as sen t
Sи y in g it ио о urи j ly t o t h e pr int er s, d id n 't yo u , Rachel?
3 Yo u k n o w o u r n e w CEO , d o n ' t yo u , M at t ?
D 4 Yo u 'r e at t en d in g o u r co n f er en ce t h is year, ar en 't yo u ,
1 Can d y 2 M ichael Lian n e?
5 You 've seen o u r b u d get f o r next year, haven't you, Dan?
В Sи y in g it и p p r o p r i и t j ly
/ A cco r d in g t o Jan e ...
I'm su re t h at ... В
/ I o ver h ear d Ben say in g... q u est io n 1: int im at e q u est io n 4: in t im at e
✓ Ap p ar en t ly, ... q u est io n 2: d ir ect q u est io n 5: dir ect
I'm co n vin ced t h at ...
q u est io n 3: int im at e q u est io n 6: in t im at e
/ I hear d o n t h e gr ap e vin e t hat
It's cer t ain t h at ... Gj sp j и k in g
✓ It seem s/ ap p ear s t h a t ...
By all a c c o u n t s,... В
✓ ... so I'm t old.
(An sw er s w ill vary. M o d el an sw er s only.)
It's gu ar an t eed t h at ...
Did yo u hear t h a t ...? 1 I hear d o n t h e gr ap evin e / 1o ver h ear d t h at t he
✓ I hear d t h at ... co m p an y is p lan n in g t o set u p a sp o r t s an d social
co m m it t ee, M ax.
2 Yo u d o n 't kn o w an yt h in g ab o u t t h at , d o yo u M ax?
3 W ell, acco r d in g t o Jan ice, t h e CEO is ver y en t h u siast ic
ab o u t it.
An sw er key I 93
4 Yo u d o n ' t kn o w w h en t h e m eet in g m igh t h ap p en ,
d o yo u M ax? ... _■ i i |
5 Yo u w o u ld w an t t o be invo lved w it h it, w o u ld n ' t yo u An sw er s wl11 var V- Dialo 9 ue 15 a m od el an sw e r
M ax?
U n it 5
[ 4 ] Sh e exp lain s w h at her co m p an y sp ecializes in an d

t he r eason f o r her call.
В
[ 1 ] M acey Ch an ce ch ecks t h at sh e is sp eakin g t o t he 1 С 4 В
co r r ect person . 2 D 5 A
[ 6 ] Sh e set s u p a m eet in g t o d iscu ss t h e m at t er 3 E
furt her .
[ 2 ] Sh e in t r o d u ces h erself an d says w h er e sh e w o r ks. Sи y in g it и p p r o p r i и t j ly
[ 5 ] Sh e asks q u est io n s t o gau ge t h e p erson 's int erest .
[ 3 ] Sh e ch ecks t h at t h e p er son sh e is sp eakin g t o has D
t im e t o t alk. 1 p u sh y 4 f r ien d ly
2 en t h u siast ic 5 po lit e
Sи y in g it ио о u rи j ly 3 ab r u p t 6 bored
D G j t sp j и k in g
A Do yo u t h in k t hat 's so m et h in g t h at m igh t be o f
int er est t o yo u ? П
В Co u ld w e set u p a m eet in g f o r n ext w eek, M r Lee? (An sw er s w ill vary. Su gge st e d an sw er s only.)
С M y co m p an y sp ecializes in d e sign in g b esp o ke
1 Am I sp eakin g t o M r Gu lb er t ?
sof t w ar e.
2 Hello, t h is i s ......................[f irst n a m e ] ......................
D Th is is Tom Sw een e y f r o m Ler m an s an d Co .
[ last n am e] f r o m Top Tier Train ing.
E M ay I ask yo u a q u est io n , M r Lee?
3 Do yo u h ave a m o m en t t o sp eak t o m e?
F Do yo u h ave a m o m en t t o sp eak t o m e?
4 M y co m p an y sp ecializes in p r o vid in g m ot ivat ion al
t r ain in g co u r ses f o r st af f . Do yo u t h in k t hat 's
В so m et h in g t h at m igh t be o f int erest t o yo u ?
1 D 4 A 5 Co u ld w e set up a m eet ing f or next Tuesday at 10 a.m .?
2 F 5 E
3 С 6 В В
An sw er s w ill vary. M o del an sw er in Get sp ea k in g 7.
U n it 6
U n б j r st и n б in g Sи y in g it ио о u rи j ly
Tu j sб и y W j б n j sб и y D
9 a.m . 9 a.m . 1 co n f ir m 4 b et t er
10 a.m . 10 a.m . Ger h a r d Sch m id t ; 2 ch eck 5 t eleco n f er en ce
11 a.m . Hippax, Ber lin 3 spell 6 f o r w ar d
12 p.m . 11 a.m .
2 p.m .
12 p .m .
2 p .m . Teleco n f er en ce f or
В
1 С 4 В
3 p .m . Sa b in e Gerland, Ger h a r d Sch im d t
Qu id d est ra sse a n d co llea g u e 2 A 5 D
■ f4 4 0 3 p .m . 3 E
4 p.m . 4 p.m .
5 p.m . 5 p.m .
94 Sp eak in g
U N ITS 5 - 7
S и y in g it и p p r o p r i и t j ly The call t o Joy
1 A 3 С 6 Hello M s Lee, t h is is ...[ f ir st n am e] [ last n am e] ... f ro m

2 В 4 A M ar lo w Co n st r u ct io n . Ho w are yo u ?
7 Fine, t h an ks. I'm ju st r in gin g t o co n f ir m o u r
G j t sp j и k in g ap p o in t m en t f o r Th u r sd ay af t er n o o n at 3 p .m . t o
u p d at e yo u o n t h e Qu een 's Hot el b u ild in g pr oject .
D 8 No p r o b lem . W o u ld Frid ay at 3 p .m . be m or e
co n ven ien t ?
9 Gr eat , I lo o k f o r w ar d t o seein g yo u t h en. Go o d b ye.
Th e call t o Gio van n i
1 Hello M r Fabro, t h is is ...[ f ir st n am e] [ last nam e]...
f r o m M ar lo w Co n st r u ct io n . Ho w are yo u ? В
2 Fine, t h an ks. I'm ju st r in gin g t o co n f ir m o u r (An sw er s w ill vary. Su gge st e d an sw er s only.)
ap p o in t m en t f o r W ed n esd ay m o r n in g at 10 a.m . t o
1 Hello, ...[ f ir st n am e][ last n am e] ...
d iscu ss t h e W est d en e Ho sp it al b u ild in g co n t r act .
2 I'm f in e t h an ks, Valer ie. A n d yo u ?
3 Can I ju st ch eck t h e ad d r ess? Th at 's 4 0 Fin d o n St reet ,
3 No p r ob lem . W o u ld Tu esd ay be m or e co n ven ien t ?
isn 't it ?
4 W o u ld yo u like m e t o ar r an ge a t elep h o n e
4 Oh OK, co u ld yo u spell t h at f o r m e?
co n f er en ce in st ead ?
5 Th an ks, I lo o k f o r w ar d t o seein g yo u t h en. Go o d b ye.
5 Yes, I'll em ail t h em o ver as so o n as p o ssible.
6 Go o d b ye.
U n it 7
St r и t j gy Sj n t j n о j s z o m thj j j phonj В
о o n v j r sи t io n
d am age d m ed io cr e
M ake su re yo u 'r e • Co u ld I sp eak t o yo u r d ef ect ive so -so
sp eakin g t o t he su perviso r, p lease? delayed in d if fer ent
person w h o can • Co u ld yo u t ell m e yo u r n am e d isap p o in t in g u n accep t ab le
help yo u . an d p o sit io n , p lease? I'll ju st t o ler ab le u n p r o f essio n al
m ake a n o t e o f t hat . poor u n r easo n ab le
St at e yo u r • I need t o m ake a co m p lain t . p assab le u n sat isf act o r y
co m p lain t . • I'm af r aid I'm n o t sat isf ied in ad eq u at e u n su it ab le
w it h ...
Set o u t yo u r • I'd like yo u t o ... В
exp ect at io n s t o
f o r cef u l n o t so f o r cef u l
solve t h e p r ob lem .
ext r em ely ab so lu t ely sligh t ly
Co n f ir m w h en yo u r • Co u ld yo u let m e kn o w w h en co n sid er ab ly t o t ally so m ew h at
exp ect at io n s w ill yo u h av e ...? ver y co m p let ely r at her
be m et . • W h en w ill yo u get b ack t o m e? ut t erly alt o ge t h er qu it e
ent irely
Sи y in g it ио о u rи j ly
fl □
1 I'm sor r y t o say t h at I'm n o t sat isf ied w it h t his
p r od u ct . 1 I need t o m ake a co m m en t ab o u t t h e lat est sales
2 Th ere ap p e ar s t o be a p r ob lem w it h t h is p r od u ct . f igu r e s b ecau se t h ey are so m ew h at / q uit e/ rat her /
3 I'm n o t at all h ap p y w it h t h is service. sligh t ly; d isap p o in t in g/ u n sat isf act o r y/ m ed io cr e. I'd
4 Th er e seem t o be so m e co n cer n s r egar d in g t his like yo u t o co n cen t r at e yo u r ef f o r t s o n im p r o vin g
p r od u ct . t h em o ver t h e next quart er.
5 Please co u ld yo u r eplace it? 2 Ther e seem t o be so m e co n cer n s r egar d in g t h e lat est
6 W o u ld yo u en su r e t h at t h e r ep lacem en t is sen t delivery, w h ich w as ext rem ely/ ver y/ considerably
t o d ay? d elayed. Please co u ld yo u en su r e t h at it's p r o m p t
7 W o u ld yo u be ab le t o em ail m e w h en it h as been n ext t im e.
sent ? 3 I'm af r aid I'm no t at all h ap p y ab o u t t h e b u d ge t
8 W h en can I exp ect t o h ear f r o m yo u ? f o r t h e n e w pr oject , w h ich is alt o get h er / ab solu t ely/
A n sw e r key I 95
co m p let ely/ ent irely; u n sat isf act o r y/ d isap p o in t in g/ G j t sp j и k in g
m ed iocr e/ in d eq u at e. Please co u ld yo u revise it
1 M y n am e's ...[ f ir st n am e] [last n am e] ... an d I'm CEO
im m ed iat ely?
f o r Rickm an s an d Co . I w an t t o sp eak t o so m eb o d y
4 Th ere ap p e ar s t o be a p r ob lem w it h t he acco u n t s
senior, please.
syst em , w h ich is q u it e/ r at her / som ew h at / sligh t ly;
2 I need t o m ake a co m p lain t .
d isap p o in t in g/ u n sat isf act o r y/ m ed io cr e. I'd like yo u t o
3 Hello, co u ld I h ave yo u r n am e an d p o sit io n , p lease?
see t h at it's f ixed b y f ir st t h in g t o m o r r o w .
4 I'll ju st no t e t h at d o w n . I h o p e yo u can h elp m e.
5 I'm af r aid t h at I'm n o t sat isf ied w it h t h e n ew
5 I'm af r aid I'm n o t sat isf ied w it h t h e IT syst em s t h at
cat er in g co m p an y b ecau se t h eir f o o d w as ent irely/
h ave r ecen t ly been inst alled in o u r o f f ices. Em p lo yees
com p let ely/ t o t ally/ alt o get h er ; u n su it ab le/ in ad eq u at e/
h aven 't r eceived su f f icien t t r ain in g an d so are f in d in g
d isap p o in t in g. I'd like yo u t o so u r ce so m e alt er n at ive
it ver y hard t o get t o gr ip s w it h t h e n e w syst em s.
su p p lier s by t h e st art o f n ext w eek.
A n d t h e su p p o r t line, w h ich w as su p p o sed t o have
been availab le 2 4 h o u r s a day, h as p r oved un reliable.
Sи y in g it и p p r o p r i и t j ly
6 I w o u ld like yo u t o p r ovide ad d it io n al t r ain in g f o r
D em p lo yees an d en su r e t h at t h e su p p o r t line is st af f ed
2 4 h o u r s a day, as agr eed .
sp eaker 1: ap p r o p r iat ely sp eaker 4: in ap p r o p r iat ely
7 Co u ld yo u in f o rm m e w h en yo u ' ve ad d r essed t he
sp eaker 2: in ap p r o p r iat ely sp eake r 5: in ap p r o p r iat ely
p r o b lem / sp o ken t o him ?
sp eaker 3: ap p r o p r iat ely
8 W h en can I exp ect t o h ear f r o m yo u ?
9 Th an k yo u f o r yo u r h elp o n t his.
U n it 8
U n б j r st и n б in g В an d В
Ton y Ho p p s - Qu een o f t h e W aves Phr ases t o sh o w r ear et / em p at h v: 3H, 6D

• cab in p r ob lem s: b o o ked a cab in on t h e o u t sid e, Oh dear, I'm sorr y t o h ear t hat .
allo t t ed a cab in inside, w if e go t seasick. Yo u m u st h ave f elt t errible!
• b u f f et lun ch : f in ish ed by t h e t im e t h ey ar rived Phr ases t o f in d o u t w h at t h e p r ob lem is: 1G, 7F
at 2 p.m . Can yo u give m e t h e det ails?
• p r o gr am m e ch an ges: f an cy-d r ess p ar t y in So let m e ju st recap.
p r o gr am m e f o r Sat u r d ay n igh t d id n 't t ak e place.
Phr ases t o ap o lo gize : 2 C, 8B
• lau ndr y: f an cy-d r ess co st u m e go t lost in laundry. W e w o u ld like t o ap o lo gize t o yo u f o r t h ese p r ob lem s.
W e are really ver y sor r y f o r t h ese dif f icu lt ies.
Pro p o sj б ио !io n :
Phr ases t o p r o p o se a so lut io n / pr o m ise act io n : 4E, 5A
• r efund : r ef u n d co st o f m or e exp en sive o u t sid e
Th is is w h at I p r op o se.
cab in t h at t h ey d id n 't receive.
W e'll d eal w it h t h at w it h in a w eek.
• in su r an ce claim : f o r m o n w eb sit e t o co m p let e. W e w o u ld like t o o f f er yo u a 10 p er cen t d isco u n t
• d isco u n t : 10 p er cen t d isco u n t o n n ext b o o kin g. t h e n ext t im e yo u b o o k an A r go n au t h o lid ay as
co m p en sat io n f o r p r o b lem s yo u h ad. Is t h at accep t ab le
Sи y in g it ио о urи !j ly t o yo u , M r Ho p p s?
D Sи y in g it и p p r o p r i и t j ly
1G Co u ld yo u b ear w it h m e f o r 10 m in u t es w h ile I get

t o t h e b o t t o m o f w h at w en t w r o n g here?
D
2 C I'm t er rib ly sor r y f o r t h e p r o b lem s t h at yo u 'r e 1 Ver sion 1
2 A , D, an d E
exp er ien cin g.
3H I can im agin e t h at w as t errible.
4E I p r op o se t h at w e o f f er yo u so m e so rt o f G j t sp j и k in g
co m p en sat io n .
П
5 A I'll m ake su re t h at it get s d o n e by t h e en d o f
t h e w eek. (An sw er s w ill vary. Su gge st e d an sw er s only.)
6D Th at m ust h ave been d r ead f u l. 1 I can im agin e t h at w as t er r ib leVTh at m u st h ave been
7F Co u ld yo u t ell m e exact ly w h at h ap p en ed ? d r ead f u l. Oh dear, I'm sorr y t o h ear t hat .
8B I d o ap o lo gize f o r o u r p art in t his. 2 Co u ld yo u b ear w it h m e f o r 10 m in u t es w h ile I get t o
96 Sp eakin g
U N ITS 8 - 9
t h e b o t t o m o f w h at w en t w r o n g here? 3 So let m e ju st recap. Th e f o o d w as d eliver ed lat e, t h e

3 I'm t er rib ly sor r y f o r t h e p r ob lem t h at yo u w ait in g st af f w er e n o t ver y p r of essio n al an d t h e f o o d
exp er ienced./ l d o ap o lo gize f o r o u r part in t his./ it self w as n o t u p t o o u r usu al st an d ar d s?
W e are really ver y so r r y f o r t h ese d if f icu lt ies. 4 I'm t er rib ly so r r y f o r t h e p r o b lem s t h at yo u 've had . I'll
4 I p r o p o se t h at w e o f f er yo u so m e so r t o f en su r e t h at all t h e issues yo u 've raised are ad d r essed .
co m p en sat io n ./ W e w o u ld like t o o f f er y o u as 5 I p r op o se t h at w e o f f er yo u a 5 per cen t d isco u n t on
co m p en sat io n f o r Is t h at accep t ab le t o yo u , yo u r n ext o r d er as co m p en sat io n . Is t h at accep t ab le
M r / M s ...[ last n am e ] ...? t o yo u , M r Gr an t ?
6 O K, sh all w e say a 10 p er cen t d isco u n t ? Ho w d o es
В 7
t h at so u n d ?
I w o n ' t let it h ap p en again . Th an k yo u f o r yo u r call.
(An sw er s w ill vary. Su gge st e d an sw er s only.) Go o d b ye.
1 Oh dear, I'm sor r y t o h ear t hat . Co u ld yo u t ell m e
2
exact ly w h at h ap p en ed ?
Th at m u st h ave been d r ead f u l!
В
An sw er s w ill vary. Dialo gu e is m od el answ er .
U n it 9
U n б j r st и n б in g Gj " sp j и k in g
So . let 's get st art ed, [ en su r e g o o d t im ek eep in g ] D

Fab ian , w o u ld yo u like t o st ar t ? [ co n t r o l t h e d iscu ssio n ]
So . t o su m up p o in t n u m b er o n e, [ su m m a r ize k ey 1 I'm glad yo u co u ld b o t h m ake it. Per h ap s w e co u ld
d ecisio n s] m ake a st art .
Let 's m o ve o n t o t h e n ext p o in t : b u d get , [ en sur e g o o d 2 Th e aim o f t h is m eet in g is t o d iscu ss p lan s f o r t he

t im ekeep in g ] u p co m in g co m p an y co n f er en ce. On t h e agen d a
Tony, t h at 's vo u r f ield , [ co n t r o l t h e d iscussio n ] t o d ay are t h e f o llo w in g p o in t s f o r d iscu ssio n : one,
Can I st o p yo u t here. Fab ian ? Let 's n o t get sid et r acked . t h e p r o gr am f o r t h e d ay an d t w o , p o ssib le lo cat io n s.
Let Ton y t ell us w h at exact ly is p lan n ed an d t h en w e 3 So , let 's lo o k at p o in t n u m b er o n e o n t h e agen d a,
can ... [ co n t r o l t h e d iscu ssio n ] t h e p r o gr am f o r t h e day. Rit a, w o u ld yo u like t o
W e all have o u r act io n p o in t s t o d eal w it h an d w e kn o w st art ?
t h e n ext st ep s, [ su m m a r ize k ey d ecisio n s] 4 I like t h at idea, Rit a. W h at d o yo u t h in k, Pao lo ?
Ho w d o es ever yb o d y f eel ab o u t t h at ? [ co n t r o l t h e 5 Yes, t h at 's gr eat . W o u ld yo u be w illin g t o co m e
d iscu ssio n ] up w it h so m e d et ailed su ggest io n s f o r t h e t yp e o f
So . t h at w r ap s u p ever yt h in g f o r t oday, [ en su r e g o o d sessio n s t h at w e co u ld o f f er ?
t im ek eep in g ] 6 Shall w e m o ve o n t o t h e n ext p o in t : p o ssib le lo cat ion s
f o r t h e co n f er en ce? A n y t h o u gh t s on t his, Rit a?
Th e o n e t ip t h at Jan et t e d o es n o t f o llo w : sh e d o es n o t 7 Can I st o p you t here, Pao lo ? Let 's n o t get sidet r acked.
go t h r o u gh t h e age n d a at t h e st ar t o f t h e m eet in g. So, t ell u s m or e ab o u t t h e co n f er en ce f acilit ies at t he
r acet r ack, Rit a.
Sи y in g it ио о urи "j ly 8 So u n d s p r o m isin g, Rit a. Co u ld yo u get so m e pr ices
f o r us?
П 9 Sh all I go o ver t h e m ain p o in t s t h at w e' ve agr eed ?
1 co m in g, d o w n 10 sid et r acked W it h r egar d t o t h e p r o gr am f o r t h e day, w e t h in k
2 m ake, st art 11 sigh t it w o u ld be go o d f o r m id d le m an ager s t o give t he
3 w elco m e, st art ed 12 on p r esen t at io n s t h is year an d Pao lo is go in g t o co m e up
4 aim , f ix 13 t h o u gh t s w it h so m e ideas f o r so m e in t er act ive sessio n s f o r t he
5 agen d a, p o int s 14 agr ee rest o f t h e em p lo yees. A n d w it h regar d t o lo cat ion ,
6 see 15 t h in k Rit a is go in g t o get so m e pr ices o n t h e co n f er en ce
7 lo o k, p o int 16 up ven u e at t h e r acet r ack. Is ever yo n e h ap p y w it h t h at ?
8 b egin/ st art 17 agr eed 10 W o u ld an yo n e like t o ad d an yt h in g?
9 kick/ st art 18 su m 11 O K, t h at w r ap s u p ever yt h in g f o r t oday.
An sw er key I 97
U n it 10
U n б j r st и n б in g В
St и g j Sj n t j n о j s z ro m t hj о #n v j r sи t io n (Su ggest ed an sw er s.)
1 Proposal W e su ggest t h at w e p ay yo u € 7 0 0 1 w e n eed t o t alk ab o u t

per h ead p er day. 2 W e p r o p o se/ su ggest t h at
3 t hat 's n o t go in g t o w o r k f o r us
2 Clar if icat io n W e need t o t alk ab o u t f ees.
4 an o t h er p o ssib ilit y m igh t be t o
o f pr o po sal
5 W e su ggest / p r o p o se t h at
3 Co u n t e r W ell, t h at 's an in t er est in g p r op o sal,
6 I d o n ' t t h in k w e co u ld go alo n g w it h t hat / That 's no t
pr o po sal b u t € 7 0 0 per d ay is f ar t o o low .
go in g t o w o r k f o r us
€ 9 5 0 is near er t h e m ar k.
7 w e can live w it h t h at
4 Discussio n Let 's t h in k ab o u t h o w w e can m ake
t h is w o r k. Gj $ sp j и k in g
5 Su gge st io n s An o t h er p o ssib ilit y m igh t be t o have
o f alt er n at ives t w o rat es: € 6 5 0 f o r t h e p r o gr am m er s D
an d € 9 5 0 f o r t h e o t her s. (Su ggest ed an sw er s.)
Bu t have yo u co n sid er ed t he
1 W e need t o t alk ab o u t w h at exact ly t h at pr ice w o u ld
ad van t ages o f ju st o n e sin gle f lat
in clude.
rat e?
2 I d o n ' t t h in k w e co u ld go alo n g w it h t hat . W e
6 N ew p r o p osal If w e agr ee o n a d aily r at e o f € 7 5 0 p r o p o se t h at w e p ay yo u $ 1 5 0 ,0 0 0 in clu sive o f
per h ead per d ay o ver six m on t h s, m at erials.
yo u r co m p an y w ill receive € 7 7 2 ,0 0 0 . 3 Th at 's an in t erest in g p r o p o sal, b u t I d o n ' t t h in k t hat 's
7 Agr eem en t I t ak e yo u r po int . go in g t o w o r k f o r us. W e su gge st t h at w e p ay yo u
W e can live w it h t hat . $ 1 6 0 ,0 0 0 in clu d in g m at erials. Have yo u co nsid er ed
t h e ad van t ages o f w o r k in g w it h us. W e'r e p lan n in g
Sи y in g it ио о urи $j ly t o r en o vat e o u r o f f ices all o ver t h e co u n t r y n ext year,
so t h is co u ld lead t o a gr eat d eal m or e w o r k in t he
n f ut ur e.
1 E 4 F
2 С 5 A
3 В 6 D
U n it 11
U n б j r st и n б in g Sи y in g it ио о u rи $j ly
Em p lo -j j Tи %&'%( и llo о и tj б Fin ish би $j ) П

$*+j
A sk in g f o r vo lu n t eer s t o co m p let e a t ask: 1, 6, 7, 9, 15
Tony • Taking car e o f Dim it r i This w eeken d Allo cat in g a t ask t o a p ar t icu lar p erson : 2, 4, 8, 12, 14
M isch k o vic d u r in g h is By Friday Det er m in in g a co m p let io n t im e f o r t h e t ask: 3 , 5 , 10, 11
st a y m id d a y 13
• W r it ing r ep o r t o n
b u sin ess a ct ivit ies f o r
la st t w elve m o n t h s.
В
1 of 4 ab o u t
Lu cy • Ru n n in g SA P t r a ining By en d
2 in 5 by
p r o g r a m m e f o r syst em Sep t em b er
3 for 6 w it h
u sers
Fabian • O r g a n izin g p r o j ect In vit a t io n s o u t

в
k ick - o f f m eet in g b y t h is even in g 1 Is an yo n e int er est ed in d o in g t h is? / W h o w o u ld like
t o t ak e r esp o nsib ilit y f o r t his?
2 .. .can yo u t ake car e o f t h at ? / .. .w ill yo u d eal w it h
t h at f o r m e?
3 W h en d o yo u t h in k t h e st at em en t s w ill be r ead y by?
98 Sp eakin g
U N ITS 1 0 -1 2
S и y in g it и p p r o p r i и t j ly com pany logo. W ould anyone like t o put t hem selves

for w ard f o r t his? Chris, could you t ake care o f t hat ?
D Is t he end o f t he m ont h realist ic as a deadline?
1 im polit ely 4 im polit ely 3 I'm loo king f o r som ebo dy t o prepare a quot at ion
2 polit ely 5 im polit ely f o r a n ew client , M illw ood and Co . Can I leave t hat
3 polit ely 6 polit ely w it h you, Ayisha? Can you send t hat o ut by next
Thursday?
Gj t ,.j и /012
4 Ar e t here any volunt eers t o w rit e an advert isem ent
t o go in t he paper f or a new of fice m anager ? W ould
D you t ake responsibilit y f o r t hat , Dan? W ill you be
able t o get it done by t he end o f t he day?
(Su ggest ed answ er s only.)
5 W e need t o decide w h o is go in g t o o r ganize t he
1 Is anyone int erest ed in w rit in g t he pit ch f or t he new purchase and delivery o f t he new IT hardw are. W ho
project ? Co u ld you handle t hat , Jessica? W ill you be w ould like t o t ake responsibilit y f or t his? Co uld you
able t o get it done by Friday? deal w it h t hat , Sophie? Is Novem ber realist ic as a
2 I need som ebody t o source sam ples f o r t he new deadline?
U n it 12
U nбj 3,4и 1б 012
At t he st art , Janet t e laid o ut ground rules. She asked 3 A

speakers to: 2 D 4 С
• give t heir nam e f ir st so t hey knew w h o w as
speaking 7и yin g it и ..3o p 30 и 4j 85
• not int errupt ot her speakers

• speak clearly
1 im polit e 3 polit e
• let her kno w if anyt hing w as unclear. 2 polit e 4 im polit e
Car lo int errupt ed Petra w hen she w as t alking about Gj 4 ,.j и /01 g
sof t w are t est ing.
Lee M ina asked Sanjav t o clarify w hat he m eant by
w o rkin g 'closely' t oget her. (Answ er s w ill vary. Suggest ed answ er only.)
Everyone agreed on an act ion point t o st art discussions
So, it's ...[first nam ej[last nam e]... here. Thank you all for
w it h key suppliers in M u m b ai.
part icipat ing today. Before w e st art, let's just lay out som e
Ano t h er t eleconference is booked.
ground rules for t elephone conferences. Please alw ays
give your nam e first , so t hat w e all know w ho's speaking.
Sи 5in g it ио о 63 и 4j ly
Also, don't int errupt ot her speakers, please. I'll m ake sure
t hat w e keep t he conversat ion on t rack and don't lose any
t ime. Finally, please could you m ake sure t hat you speak
1 So, it's Karen here. clearly and let me kno w if anyt hing is unclear. OK?
2 Th ank you all f o r part icipat ing today.
3 Before w e st art , let's ju st lay out som e ground rules
for t elephone conferences.
4 Firstly, please alw ays give your nam e first . Excuse me Emin, but I don't t hink Pierre has finished yet.
5 Secondly, d on 't int errupt ot her speakers, please. Sorry Jake, could you repeat t hat using clearer t erms,
6 Thirdly, Please could you m ake sure t hat you speak please?
clearly. Excuse me, Pierre, but I'm afraid I missed t hat . Could
7 Finally, ju st let me kn o w if anyt hing is unclear. you say it again, please?
8 Right , let's run t hr ough t he agenda. Excuse me, is t hat accept able t o you, Emin?
Sorry, can I just com e in here? One speaker at a t ime,
please.
1 int errupt com e

2 finish there
3 sorry f inished Answ er s w ill vary. M odel answ er in d ialogue and Get
4 speaker let sp ea kin g 1.
A n sw er key
U n it 13
9:б j ;<=и :б in g ...w h ich m eans t hat you can co m bine all your business
com m unicat ions in one single p ackage. W hy is t his
1 В
im port ant ? Because it is m uch more st raight for w ar d t han
2 A
having a num ber o f different providers f o r each service.
3 С
Let's look n ow at / M ovina ont o my next point , h ow m uch
m oney t his can save you every year ...
Sи >in g it ио о ?; и =j ly
.. .and so, t o sum up./ in co n clusion . Telesmart is a
D convenient w ay o f saving you money. Th ank you f o r your
t ime. Now over t o you, please feel free t o ask quest ionsTif
3, 2, 1 anybody has any quest ions. I'd be happy t o answ er t h em .
B Sи yin g it и @@;o p ;Aи =j B>
1 C 5 E
П
2 A 6 D
3 В 7 F Sent ences 1, 4, and 6 are t rue. The rest are false.
4 G
Gj t <@j и CA:D
II
П
M v t alk t oday is about / I w an t t o tell you t od ay about
An sw er s w ill vary. M odel answ er s in d ialogue and Sa yin g
Telesmart , a new com m unicat ions package t hat w e're
it a ccu r at ely 1.
o ff er ing t o o ur loyal cust om ers. First o f all./ Firstly. I'll
dem onst rat e h o w it w orks. Next / Th en I'll out line t he
ad van t ages com pared t o ot her p ackages available В
and, finallv./ lastlv. I'll sh ow you h ow it can benef it your An sw er s w ill vary.
business...
U n it 14
9:б j ;<=и :б A: g В
Co lin 1 В 4 E
Field o f business: Specialist st am p collect ing book 2 F 5 С
publisher. 3 D 6 A
Cust om ers: Children, t eenager s, adult s, people w h o have
ret ired, m ost ly male.
Cu st om ers lo okin g for: inform at ion and b oo ks about
В
st am ps. (Order o f quest ions/ answ ers m ay vary, but answ er s must
fo llow correct quest ions.)
Ch allenges: Reaching cust om ers all over t he w orld.
Ad d t o m ailing list? Yes [12] Kи y: Well, w ould you be int erest ed in hearing
To do: send cop y o f dem o soft w are more about our w ebsit e design sen/ ice? It w ould
be a great w ay t o publicize your services.
Eи yin g it ио о ?; и =j ly [ 2] Kи y: Hello Jon, nice t o m eet you. First o f all, w hat
line o f w o r k are you in?
fl [ 4] Kи y: An d w h at does t hat involve exact ly?
(Answ er s w ill vary. Suggest ed answ er s only.) [ 3] Jon : I'm a surveyor.
[ 6] Kи y: W h at sort o f cust om ers do you have?
1 W h at line o f w o r k are you in?
[13] Jon: Yes, I w ould.
2 W h at does t hat involve exact ly?
[14] Kи >: Here's som e more inform at ion on t hat t hen.
3 W h at sort o f cust om ers do you have?
An d can I add you t o our m ailing list?
4 W h at do your cust om ers w ant ?
[ 5] Jon: W ell, I carry out valuat ions and building
5 W h at w ou ld help you t o help yo ur cust om ers?
surveys on propert ies f or client s.
6 W h at issues do you f ace in your line o f w ork?
[15] Jon : That sounds like a goo d idea. I t hink it w ould
be useful t o keep up-t o-dat e w it h any n ew PR
ideas.
100 Sp eakin g
U N ITS 1 3 -1 5
[10] Kи F: W hat challen ges do you f ace in your line of

w o rk?
В
Speaker 3 is likely t o gener at e m ost int erest because of
[ 8] Kи y: An d w h at do your cust om ers w an t from you?
t he st yle o f t heir approach.
[ 1] Jon : Hello Kay, I'm Jon.
[11] Jon: W e f ind it hard t o get o ur m essage out t o
new client s w it h o ut spend in g lot s o f m oney on В
advert ising. 1 I'm [really] sorry but I haven't got any brochures left.
[ 7] Jon: M ainly small businesses or privat e purchasers. 2 Unf ort unat ely I f o r go t t o bring m y business cards.
[ 9] Jon: They are loo king f or a professional service, I do [apologize].
w hich is delivered prom pt ly and is goo d value for 3 I'm [afraid] I can 't help on you on t his. I'll ask a
money. colleague.
Sи Fin g it и GGro GHIи Jj KF Gj t NGj и QIM g
D (Answ ers w ill vary. Su ggest ed answ ers only.)

1 Hello, can I help you?
speaker 1 С
speaker 2 A 2 W h at line o f w o r k are you in?
3 W h o are your cust om ers?
speaker 3 В
4 W h at do your cust om ers w ant ?
5 W h at ch allen ges do you f ace in yo ur line o f w ork?
6 W ould you be interest ed in hearingabout a new video
link t eleconferencing syst em t hat w ould allow you t o
have m eet ings w it h cust om ers around t he w orld?
U nit 15
LMб j HNJи Mб in g pit ch in an open wav.

Seller should have said: It's a great opport unit y. Shall
conversat ion 1: u rgent close
w e st art t he paperw ork?
conversat ion 2: hard close
2 Seller's m ist ake: Seller should assum e cust om er w ant s
conversat ion 3: em ot ional close
t o buy t he product . Seller should not allow cust om er
conversat ion 4: urgent close
an easy w av out .
Seller should have said: W hen w ould vou like t o st art?
Oи yin g it ио о y
PHи Jj K
3 Seller's m ist ake: Seller should be quiet and let
D cust om er decide.
Seller should have said: Ho w m any can I put vou
1 How do you t hink it w ill look w hen it's inst alled? dow n for?
2 Ho w m any can I put you dow n for?
3 It's only available at t his price today. Gj t NGj и QIM g
4 Shall w e st art t he paperw ork?
(Su ggest ed answ ers.)
5 W e only have t his of fer f o r a short t ime.
6 W e've only go t six o f t his it em left in st ock. 1 W e have a special offer on t his. The 24-ho u r call
7 W h at w ill people say w hen t hey see it? out feat ure is included in t he basic p ackage at no
8 W h at w ill you feel like w hen it's in place? addit ional cost . But w e only have t his o ff er f o r a
9 W hen w o uld you like t o st art ? short t ime.
2 An d so w e can do £8.99 per head f o r t he full buffet .
В 3
Shall w e st art t he paper w or k?
It's only € 1 0 ,0 0 0 t o supply h and-m ade Sw edish
a hard close: 2, 4, 9 desks and chairs t h r ou gh ou t t he w hole of fice. W h at
an em ot ional close: 1, 7, 8 w ill you feel like w hen you can see t he st unning
an u rgent close: 3, 5, 6 d esigns in place?
4 Our fee is $ 10,000 f o r t he w ho le audit . W hen w o uld
Oи yin g it и GGro GHI и Jj KF you like us t o st art ?
5 That m eans it cost s only $5,000 a unit w hen you
В order m ore t han t w ent y. I should point out t h ough
(Answ er s w ill vary. Suggest ed answ er s only.) t hat t here are only f if t y unit s left in st ock. Ot herw ise,
1 Seller's m ist ake: Seller should not use closed you'll have t o w ait t hree m ont hs till t he next
quest ions. They should fr am e t he request or sales shipm ent .
An sw er key 101
6 An d corporat e m em bership w ill w o r k o ut at only feel w hen you tell t hem t hose am azin g rates?
£30 a m ont h. How do you t hink your em ployees w ill
U n it 16
RSб j TUVи Sб in g 2 Unfort unat ely, t hat 's ju st not possible ... / I'm really
sorry, but t hat 's not go in g t o w o r k...
WXSYj TUи t io n 1
3 I'm afraid Id on 't really have t he t im e n o w ...
C1 : l'm really sorrv. [Uses em phasizers, f o r exam ple,
4 Sorry, but t hat 'sout o f t he quest ion.
'really' w it h 'sorry'] but t hat 's not possible. Co m pan y
policy d oesn't allow me t o m ake t hat kind of deal.
Sи yin g it и __ro _T\и Vj `[
[Out side circum st ances.]
С 1: No, I'm sorrv. [Apology] I have an appoint m ent in D
t en m inut es. I d on 't really have t he t im e right now . 1 в 3 в
[Out side circum st ances.] 2 A 4 A
Co n v j TUи t io n 2
C2: Unfort unat ely, t hat 's ju st not possible. [Apology] I'm В
a freelance journalist , so I really d on 't need t hree speaker 1: sincere
licences. [Explanat ion.] speaker 2: insincere
C2: Sorry, but t hat 's out o f t he quest ion. [Apology] I'd speaker 3: insincere
lose mv job! W e have t o keep o ur independence speaker 4: sincere
from t he com put er indust ry. [Out side circum st ances/ speaker 5: insincere
explanat ion.]
Gj t U_j и a\S]
Zи [\S] it ио о ^T и Vj ly
D
В (Answ er s w ill vary. Suggest ed answ er s only.)
1 sorry 6 no 1 No, I'm afraid not . W e just don 't have t he b udget
2 possible 7 t ime t o purchase addit ional sof t w are t his year.
3 w o rk 8 back 2 I'm really sorry, but I can 't ch an ge com pany
4 not 9 t hanks b ud get ing policy.
5 rat her 10 quest ion 3 Sorry, but it's out o f t he quest ion. Goodbye.
В В
1 No, I'm sorry. Not e t hat all sent ences from Sa yin g it An sw er s w ill vary. M odel answ er s in Get sp ea k in g 1.
a ccu r at ely 1 w ould f it here.
U nit 17
RSб j TUVи Sб in g
П
To z \Sб out и0 o ut Q uj UV\XS s z Tom б \ и `X]^j suit abilit y for • W h at do you kn o w abo ut our
Vbj о и nб \б и Vj 's: com pany and role com pany?
personalit y • W h at are your w eaknesses, • W h at m akes you suit able for
w ould you say? t his job, do you t hink?
• W h at is goo d cust om er service,
goals and am bit ions • W h at are your goals f or t he
in yo ur view ?
next five years?
w o rk hist ory • W h at do you feel has been
your b iggest achievem ent t o
dat e?
в
Geo rgina Harris com m ent s on M ansha Khan's age w hen
• W h y w ould you like t o leave
saying 'Well, you are quit e yo un g, aren't yo u?'
yo ur current job?
102 Sp e akin g
U N ITS 1 6 -1 8
Sи cin g it ио о de и fj ly S и y in g it и p p r o p r i и t j ly
D П
1 hire 6 rew arding Appr opriat e quest ions: 1, 4, 7, 10. The rest are
2 independent ly 7 challenges inappropriat e quest ions.
3 yourself 8 current
4 sit uat ion 9 see Gj f ghj и ijkl
5 great est 10 right (Answ er s w ill vary. Suggest ed answ ers only.)
1 Than ks f o r co m ing t oday, it's nice t o m eet you. W hat
В m akes you suit able f o r t his job, do you t hink?
1 W h y do you t h ink yo u're right f or t his job?/ W hat 2 OK, great . An d w h at are your great est st rengt hs and
m akes you suit able f or t his job, do you t hink?/ W hy w eaknesses?
should I hire you f or t his job? 3 Uh-huh, could you give me an exam ple o f a t ime
2 W h at do you kno w abo ut o ur com pany? w hen you had t o m ult it ask in your current role?
3 W h at are your great est st rengt hs and w eaknesses? 4 That 's goo d. An d w h y w ould you like t o leave your
4 W h at has been m ost rew arding ab out your current current job?
jo b?/ W hat do you feel has been yo ur b iggest 5 Right . An d w h at are yo ur goals f o r t he next five
achievem ent t o dat e? years?
5 So w h y w ould you like t o leave your current job? 6 That 's int erest ing. Than ks f o r your t im e. W e'll be in
6 W here do you see your self in five years' t im e?/ t ouch.
W h at are your goals f o r t he next five years?
An sw er s w ill vary w it h regard t o em ploying t his
candidat e, but m ost people w o uld probably t hink t hat
t he candidat e answ ered t he quest ions effect ively.
U n it 18
mkб j egfи kб in g Sи cin g it ио о de и fj ly
nи kб jб и fj W ou oб you W h y/ W hy not ? В
hir j t his
1 E
о и kб jб и fj ?
2 F
1 Yes He effect ively expands on
3 В
det ails in his resum e and
4 H
t alks about his relevant
experience in dept h.
2 No He does not reply using
f ull sent ences and so offers There are no correct answ ers here. It d epends on your
no useful or convincing opinion o f yourself.
inform at ion abo ut his
suit abilit y f o r t he job, Sи c in g it о oj и rly
even w hen pressed.
3 Yes She dem onst rat es t hat
В
she has researched conscient ious logical
t he backgr ou nd o f t he creat ive loyal
com pany and em phasizes dependable m et hodical
t he posit ive aspect s. det erm ined m ot ivat ed
diplom at ic pract ical
4 Yes She answ ers t he quest ion
ent husiast ic reliable
honest ly and show s
experienced resourceful
t hat she is aw are o f her
fair t rust w ort hy
w eakness and w o r kin g t o
im prove it.
pи yin g it и hheo p ej и fj oc
5 No He m isint erpret s t he
quest ion and does not quest ion 1: candidat e 2
listen w hen t he int erview er quest ion 2: candidat e 1
t ries t o correct him. quest ion 3: candidat e 2
quest ion 4: candidat e 2
A n sw e r key I 103
quest ion 5: candidat e 1 G j t sp j и k in g
quest ion 7: candidat e 1 Q an d Q
Answ ers w ill vary. M odel answ ers in Sa yin g it accu r at ely 2.
U n it 19
qrб j stuи rб vrg M anager: Yes, absolut ely. OK, ...10...

Sent ences 1, 4, 5, 6, and 8 are t rue. The rest are false. Em ployee: Yes, I'd be very keen t o go on a m anagem ent
course. Thanks.
Sи yin g it ио о ws и uj ly
Sи xin g it и yyszysv и uj {x
П
Discussing em ployee's jo b descript ion: 1, 3, 8 D
Assessing em ployee's perform ance: 4, 7, 11 1 int erest ed
Set t ing em ployee an object ive: 5, 6, 12 2 posit ive
Discussing em ployee's f ut ure developm ent : 2, 9, 10 3 polit e: assert ive
4 diplom at ic: encou raging
В
M anager: An d so, as personnel assist ant , your |j u sp j и }vr~
responsibilit ies include w rit ing advert isem ent s

f or vacancies, select ing possible candidat es,
П
and sit t ing in on t he int erview s w it h t he (Answ er s w ill vary. Suggest ed answ ers only.)
relevant m anager. . . . 1 , 3 , 8 ... 1 So, your m ain responsibilit ies are m aint aining office
Em ployee: Yes, t hat 's right , but I also carry o ut induct ion services, supervising o ff ice st aff, and overseeing
days f o r new em ployees and som e in-house office records and efficiency. Have I m issed anyt hing,
t r aining f or exist ing em ployees. Kam il?
2 How do you feel about your perf orm ance t his year?
M anager: Oh yes, o f course. ...4...
3 Yes, absolut ely. M y im pression is t hat your
Em ployee: Well, I t hink I've done w ell. I've helped t o perf orm ance has been very goo d t his year.
recruit t w ent y-t hree new m em bers o f st aff 4 I'd like you t o im plem ent t he second phase o f t he
and carried o ut successful induct ions w it h all of fice refurbishm ent , nam ely new f urnit ure and
o f t hem . equipm ent f or t he gro un d floor, by [indicat e a
M anager: Yes, I've had som e posit ive f eedback on t hat . deadline] M arch o f next year.
As f o r my personal opinion, ...7, 11... 5 Great . M oving for w ard, I t h in k you should w o rk
Em ployee: That 's very encou ragin g t o hear. t o im prove your IT skills. Perhaps w e could look at
t r aining courses f o r t hat ?
M anager: Great . Right , som e em ployees have
m ent ioned t o me t hat t hey w ould like to
receive First Aid t r aining. I'm all in f avour of В
t hat so . . . 6 . . . An sw er s w ill vary. M odel answ er s in dialogue.
Em ployee: OK. Should t hat be open t o everyone in t he
com pany?
10 4 Sp eakin g
U N ITS 1 9 -2 0
U n it 20
б j и б in g Gj j и
Sent ences 3, 5, 7, and 9 are t rue. The rest are false. D

(Answ ers w ill vary. Suggest ed answ ers only.)
и in g it ио о y
и j
1 Excuse me, Karen, I'd like t o schedule a m eet ing w it h

1 E 6 D
you t o discuss my posit ion.
2 A 7 С
2 Thank you. I w ant ed t o ask you if it w o uld be
3 F 8 В
possible f o r me t o get a t ransfer t o t he US of fice?
4 I 9 J
3 I appreciat e t hat . But I t hink you'll agr ee t hat I've
5 H 10 G
been a loyal em ployee over t he last six years and
I'm very keen n ow f o r a new ch allen ge and t he
и yin g it и ro и j
oppor t unit y t o live abroad.
D 4 I t h ou gh t t hat m ight be a problem , so perhaps you
w ould consider t his proposal. W ould you be w illing
Those using an appropriat e t one are speakers 1, 4, 5, 8, t o see if any o f t he em ployees in t he US of fice w ould
and 9. The rest use an inappropriat e t one. like t o do a jo b sw ap f or a f ew m ont hs?
5 Thanks f o r your t im e t oday. I do appreciat e t hat .
A n sw er key I 105
A U D IO SCRIPTS
U n it 1 St и rt in g и о nvj и io n
T r ио k 02
A le x: It's a b eau t if u l d ay t oday, isn 't it?
So p h i a : Ab so lu t ely, I love N ew Yo r k in t he sp r in g. Have yo u b een her e b efo r e?

A: No, it's m y f ir st t rip.
S: Oh , yo u m u st visit t he Gu gge n h e im M useu m an d t h e Em pir e St at e Bu ild in g.

W h er e d o you co m e f r o m ?
A: I'm f r o m At h en s. It's a gr eat p lace t o live. W h at d o you d o?
S: I'm a f o r en sic audit or, w h ich m ean s t h at I h elp h ed ge f u n d s an d b an ks m ake sure

n o n e o f t h eir st af f are d o in g an yt h in g illegal.
A: Really? A n d d o you o f t en f in d an y illegal act ivit ies?
S: M ore t h an you m igh t exp ect ! An yw ay, w e'd b et t er get b ack t o t he
p r esen t at io n ...
T r ио k 06
So , w h at d o you d o exact ly?

[ b eep ]
Ho w did you ge t here?

[b eep ]
Ho w lo n g did t h at t ake?
[ b eep ]
M ar seilles's rea lly b eau t if u l, isn 't it ?

[b eep ]
W h er e d o you co m e f r o m , t h en ?
[ b eep ]
U nit 2 и kin g и0 o u t jo 0 s
T r ио k 09
1 I'm a n urse. I h elp t o lo o k af t er p eo p le w h en t h ey are sick.

2 I w o r k in m ar ket in g. M y m ain r esp o n sib ilit y is t o p r o m o t e n ew p r o d u ct s ah ead o f
t h eir laun ch.
3 I'm a m an ager on a co n st r u ct io n sit e. I o versee a t eam o f 2 5 0 b u ild er s an d

t w en t y ad m in ist r at ive st af f .
106 Sp eakin g
U N ITS 1 -3
4 I'm a PA. M y jo b ent ails o r gan izin g m y boss's af f air s.

5 I'm an IT p r ogr am m er. M y co m p an y d evelo p s w eb sit es f o r m y client s.
6 I'm a p r oject m anager. I'm r esp o n sib le f o r m akin g sure t h at o u r p ro ject s co m e in
on sch ed u le an d w it h in b u d get .
7 I'm an ar chit ect . I'm in ch ar ge o f d esign in g n ew b u ild in gs an d p it ch in g ideas t o
n ew client s.
8 I'm a banker. M y jo b involves m an agin g m y cu st o m er s' m o n ey ef f ect ively and
profit ably.
U nit 3 Sh o w in g j j in o t h j p lj
j
T r ио k 12
Ext r act 1:
C: For exam p le, in Sin gap o r e you d iscu ss p rices m uch ear lier in a n ego t iat io n t h an
w e d o in Ger m an y.
E: Really?
Ext r act 2:
C: Back in Berlin, I p lay cent re f o r w ar d f o r t h e co m p an y f o o t b all t eam .
E: Really?
T r ио k 13
C: For exam p le, in Sin gap o r e you d iscu ss p rices m uch earlier in a n ego t iat io n t h an
w e d o in Ger m an y.
[ b eep ]
C: Back in Berlin, I p lay f o r t h e co m p an y f o o t b all t eam .
[ b eep ]
T r ио k 16
I've go t so m e n ew s. I've ju st f o u n d o u t t h at t h ey w o n ' t r en ew o u r lease on t h is b u ild in g,

so w e'r e go in g t o have t o f in d a n ew o f f ice space.
[ b eep ]
Th e go o d t h in g is t h at w e d o n 't have t o be o u t unt il t h e st art o f n ext year.
[ b eep ]
An d so w e'v e go t p len t y o f t im e t o so r t ever yt h in g o ut . I'd like you t o go aw ay an d d o so m e
research ab o u t p o t ent ial n ew sit es.
[ b eep ]
Th at 's r igh t . A n d w e sh o u ld p ut a b it m ore in t h e b u d get f o r rent n ext year.
[ b eep ]
Au d io scr ipt s I 107

Tr a ck 17
1 I've go t a n ew jo b !
[ b eep ]
2 I've been t o M ilan t hr ee t im es on b u sin ess t h is m o n t h . I t h in k it's a b eau t if u l city.

[ b eep ]
3 I w en t f o r a w alk in m y lu n ch h o u r an d it st ar t ed t o rain an d I go t so akin g w et !

[ b eep ]
4 I m issed m y t rain an d w as lat e f o r t h e m eet in g.
[ b eep ]
5 I'm b ein g t r an sf er r ed t o t h e N ew Yo r k of f ice.
[ b eep ]
6 M y secr et ary h as ju st r esign ed .
[ b eep ]
U n it 4 Ex о h и n gin g z и t io n
T r ио k 19
Ca n d y : Th e co m p an y is go in g t o m ake r ed u n d an cies n ext year. Ou r d ep ar t m en t w ill be

af f ect ed .
M ich ae l: Ap p ar en t ly, t h e co m p an y is go in g t o m ake r ed u n d an cies next year. It seem s t h at
o u r d ep ar t m en t w ill be af f ect ed .
T r ио k 21
1 Yo u used t o w o r k f o r o u r n ew ch ief legal of ficer, Ch r ist in e Bender, d id n 't yo u ?

2 Have you sp en t t im e in o u r W ash in gt o n o f f ice?
3 Yo u ap p r o ved o u r n ew b ro ch u r e b ef o re it w as sen t t o t h e p rint er s, d id n 't yo u ,
Rachel?
4 Yo u kn o w o u r n ew CEO , d o n 't yo u , M at t ?
5 Ar e you at t en d in g o u r co n f er en ce t h is year?
6 Yo u 've seen o u r b u d get f o r n ext year, h aven ' t yo u , Dan ?
T r ио k 22
1 Yo u used t o w o r k f o r o u r n ew ch ief legal of ficer, Ch r ist in e Bender, d id n 't you ,

M ich ael?
2 Yo u ' ve sp en t t im e in o u r W ash in gt o n o f f ice, h aven 't yo u , Jay?
3 Yo u ap p r o ved o u r n ew b r o ch u r e b efo r e it w as sen t t o t h e p rint er s, d id n ' t yo u ,
Rachel?
4 Yo u k n o w o u r n ew CEO , d o n 't yo u , M at t ?
5 Yo u 'r e at t en d in g o u r co n f er en ce t h is year, ar en 't yo u, Lian n e?
6 Yo u 've seen o u r b u d get f o r n ext year, h aven 't yo u , Dan ?
108 j Sp eakin g
U N ITS 4 - 5
Tr a ck 23
[b eep ]
Uh -h u h .
[b eep ]
Yeah , I've hear d t h e sam e t h in g. But it's so m et h in g t h at t he b o ar d isn 't keen o n , so I'm t old.
[b eep ]
W ell, t hat 's go o d n ew s. M ayb e h e'll co n vin ce t h e b oard in t h eir n ext m eet in g.
[b eep ]
No, I'm af r aid not . But I d o n 't t h in k t h ey w ill ap p r o ve it t h is year b ecau se t h ey h ave t o w ait
unt il t h e n ew b u d get is sign ed o f f b efo r e m akin g an y d ecisio n s t h at m igh t require ad d it io n al
f u n d in g.
[b eep ]
Ab so lu t ely, I t h in k it's a gr eat idea.
U n it 5 б о и llin g
T r ио ks 26 и nб 27
1 Do you t h in k t hat 's so m et h in g t h at m igh t be o f int erest t o yo u ?

2 Co u ld w e set u p a m eet in g f o r n ext w eek, M r Lee?
3 M y co m p an y sp ecializes in d esign in g b esp o ke so f t w ar e.
4 Th is is Tom Sw een ey f r o m Ler m an s an d Co .
5 M ay I ask yo u a q u est io n , M r Lee?
6 Do yo u h ave a m o m en t t o sp eak t o m e?
T r ио k 28
[ b eep ]
Sp eakin g.
[ b eep ]
Oh , yes.
[ b eep ]
Yes, I h ave a f e w m in u t es.
[ b eep ]
Th e idea so u n d s int erest in g.
[b eep ]
Yes, t h at so u n d s go o d . Lo o k f o r w ar d t o m eet in g you t hen.
Au d io scr ip t s 109
U n it 6 Co n z ir m in g o r r j и r r и n gin g и p p o in t m j n t s
T r ио k 31
1 Hello, it's Jan St even so n here. Ho w are yo u ?

[beep]
2 I'm ver y w ell, t h an k yo u . But I'm af r aid I h ave t o can cel o u r m eet in g next
Tuesday.
[ beep]
3 No, W ed n esd ay isn 't an y go o d . I'm af r aid , b ecau se m y p ar t n er w ill be in
Sh an gh ai an d she really n eeds t o at t en d t oo.
[beep]
4 Yes, a t elep h o n e co n f er en ce on W ed n esd ay at 9 a.m . w o u ld be gr eat .
[ b eep ]
T r ио k 32
Gio van n i Fabro.

[ b eep ]
Hello , I'm w ell, t h an ks. A n d yo u ?

[ b eep ]
Yes, t hat 's r igh t . I'm lo o kin g f o r w ar d t o it.

[ b eep ]
No, it's n ot Fin d o n , it's Fen ch u r ch St reet .

[ b eep ]
O f co ur se, F-E-N -C-H -U -R-C-H St reet .
Hello, Jo y Lee.
[ b eep ]
Ver y w ell, t h an ks. Ho w are yo u ?

[ b eep ]
Ah , I w as go in g t o call yo u t oday. I'm af raid I can 't d o Thursday.

[ b eep ]
Yes, t h at 'll be f ine.

[ b eep ]
T r ио k 33
[ b eep ]
Hello, t h is is Valerie Au gu st e f r o m Finch an d Co . Ho w are yo u ?

[ b eep ]
I'm f ine. I'm af r aid I h ave t o can cel o u r m eet in g on M onday.

[ b eep ]
110 Sp eakin g
U N ITS 6 - 7
No, I'm af r aid I'm o u t o f t h e co u n t r y on b u sin ess t h en .

[ b eep ]
A t elep h o n e co n f er en ce so u n d s like a gr eat idea. W ill you sen d m e t h e det ails?

[ b eep ]
Th an k yo u , I lo o k f o r w ar d t o h ear in g f r o m you . Go o d b ye.
[ b eep ]
U nit 7 ¡и ¢£¤ g и о ¥¦§¨и in t o n ©ªj ©j ¨j phonj
T r ио k 36
1 I need t o m ake a co m p lain t ab o u t t h e lat est sales f igu r es, b ecau se t h ey are
so m ew h at d isap p o in t in g. I'd like you t o co n cen t r at e yo u r ef f or t s on im p r o vin g
t h em over t h e n ext quart er.
2 Ther e seem t o be so m e co n cer n s r egar d in g t he lat est delivery, w h ich w as
ext r em ely d elayed. W h y is t his? W h o se f au lt is it ? I w an t yo u t o ge t t o t he
b o t t o m o f it an d t ell m e w h o I sh o u ld sh o u t at.
3 I'm af r aid I'm n o t at all h ap p y ab o u t t h e b u d get f o r t he n ew p roject , w h ich is
u nsat isf act or y. Please co u ld you revise it asap .
4 Ther e ap p ear s t o be a p ro b lem w it h t he acco u n t s syst em , w h ich is ext r em ely
d isap p o in t in g. Now , you w er e t he o n e w h o inst alled it so I'm h o ld in g you
p er so n ally r esp o nsib le f o r t his. So r t it out .
5 I'm n o t sat isf ied w it h t h e n ew cat er in g co m p an y b ecau se t he f o o d w as
d isgu st in g. I ju st can 't b elieve t h at you hired t h em . W h at w er e you t h in kin g?
It w as so em b ar r assin g in f r o n t o f o u r client s.
T r ио k 37
1 I need t o m ake a co m p lain t ab o u t t h e lat est sales f igu r es, b ecau se t h ey are
so m ew h at d isap p o in t in g. I'd like you t o co n cen t r at e yo u r ef f o r t s on im p r o vin g
t h em o ver t he next quart er.
2 There seem t o be so m e co n cer n s r egar d in g t he lat est delivery, w h ich w as
ext r em ely d elayed. Please co u ld yo u ensur e it's p r o m p t next t im e.
3 I'm af r aid I'm n o t at all h ap p y ab o u t t h e b u d get f o r t h e n ew p roject , w h ich is
u nsat isf act or y. Please co u ld you revise it asap .
4 Th er e ap p ear s t o be a p ro b lem w it h t h e acco u n t s syst em , w h ich is ext r em ely
d isap p o in t in g. I'd like you t o see t h at it's f ixed b y f ir st t h in g t o m o r r ow .
5 I'm af raid t h at I'm n ot sat isf ied w it h t he n ew cat er in g co m p an y b ecau se t heir
f o o d w as ent irely u n su it ab le. I'd like you t o so ur ce so m e alt er n at ive su p p lier s by
t he st ar t o f next w eek.
T r ио k 38
Re ce p t io n ist : Hello, Let t er m an s In t er n at io n al, h o w can I h elp yo u ?

[ b eep ]
Re ce p t io n ist : Can I ask w h at it's r egar d in g?
[ b eep ]
Au d io scr ipt s I 11
Re ce p t io n ist : Please hold t h e line an d I'll co n n ect you .
Ja n e t : Hello, Cu st o m e r Relat ion s.
[b eep ]
Ja n e t : I'm Jan et Gr een an d I'm cu st o m er relat io n s m anager.
[ b eep ]
Ja n e t : I h o p e so t o o. W h at can I d o f o r you t o d ay?
[ b eep ]
Ja n e t : I'm ver y so r ry t o h ear t hat . W h at can w e d o t o im p ro ve t he sit u at io n ?
[ b eep ]
Ja n e t : Th at so u n d s p er f ect ly r eason able. I'll h ave a w o r d w it h o u r t r ain in g m an ager
t o d ay an d set u p a t im e f o r h im t o ret urn t o t h e o f f ices.
[ b eep ]
Ja n e t : Of co ur se.
[ b eep ]
Ja n e t : By t o m o r r o w m o r n in g, at t h e lat est .
[ b eep ]
Ja n e t : No t at all, w e' ll ge t t his f ixed as so o n as w e can.
U nit 8 «j и lin g w it h и о ¬ m p l и in t on ®j j ¯j phonj
T r ио k 42
1 Co u ld you b ear w it h m e f o r 10 m in u t es w h ile I ge t t o t h e b o t t o m o f w h at w en t

w r o n g here?
2 I'm t err ibly so r ry f o r t he p r o b lem s yo u 'r e exp er ien cin g.
3 I can im agin e t h at w as t err ible.
4 I p r o p o se t h at w e o f f er you so m e so rt o f co m p en sat io n .
5 I'll m ake sure t h at it get s d o n e b y t h e en d o f t h e w eek.
6 Th at m u st h ave been d r ead f ul.
7 Co u ld you t ell m e exact ly w h at h ap p en ed ?
8 I d o ap o lo gize f o r o u r p art in t his.
T r ио k 43
1 An d I had t o w ait f or over an h ou r at t he airport before t he t axi cam e t o pick m e up.

[ beep]
2 Th e w h o le co n f er en ce w as a f arce! Delegat es w er e w an d e r in g f r o m r oom t o
r oom an d n o b o d y kn ew w h er e t h ey sh o u ld be or w h at w as h ap p en in g. W h at
w e n t w r o n g?
[ beep]
3 A n d it w as all yo u r co m p an y's f au lt .
[beep]
4 So w h at are yo u go in g t o d o ab o u t it?
[beep./
112 1 Sp eakin g
U N ITS 8 - 9
Tr a ck 4 4
Hello, m y n am e is Jo h n Gr an t an d I'm af raid t here have b een several co m p lain t s ab o u t t he
f o o d t h at you su p p lied f o r o u r r ecent co n f er en ce.
[ b eep ]
W ell, f ir st ly t h e f o o d w as d elivered lat e. It w as su p p o sed t o be served at 12 p .m . an d yo ur

st af f d id n ' t reach t he b u ild in g unt il 12 .1 5 p .m . an d by t h e t im e t h ey st ar t ed ser vin g, it w as
1 2 .3 0 . A n d sp e akin g o f st af f , several o f yo u r w ait er s d id n 't seem t o kn o w w h at t h ey w er e
d o in g an d en d ed u p sp illin g f o o d all over t h e p lace.
[ b eep ]
An yw ay, w h en t h e f o o d w as f in ally served up it w as co ld an d t ast eless. W e or dered Ch icken

Provengal an d all w e go t w as a lu m p o f lu kew ar m m eat sw im m in g in a b lan d sau ce w it h a
f e w lim p t o m at o es. No t ver y im pressive.
[ b eep ]
Yes, t hat 's ab o u t t h e sum o f it.

[ b eep ]
OK.
[ b eep ]
Frankly, t h at d o esn 't seem en o u gh .

[ b eep ]
OK, I su p p o se t hat 's accep t ab le. A s lo n g as you can assur e us t h at w e w o n ' t h ave t h e sam e
p r o b lem s again .
[ b eep ]
U n it 9 Ru n n in g и z ио j -t o °z ио j ±j j t in g
T r ио k 46
1 Th an k you all f o r co m in g. Let 's get d o w n t o b u sin ess.

2 I'm glad you co u ld all m ake it. Per h ap s w e co u ld m ake a st art .
3 I'd like t o w elco m e you all here t oday. Let 's get st art ed.
4 Th e aim o f t his m eet in g t o d ay is t o f ix n ext year's b u d get .
5 On t h e agen d a t o d ay are t h e f o llo w in g p o in t s f o r d iscu ssio n .
6 Lo o k in g at t h e age n d a, yo u 'll see t h at t here are f ive t h in gs t o d iscu ss t oday.
7 So, let 's lo o k at p o in t n u m b er on e.
8 Jo h n , w o u ld you like t o b egin ?
9 Lynn, w o u ld yo u like t o kick t h in gs o f f ?
10 Can yo u st o p t here, Paul? Let 's n o t get sid et r acked .
11 Let 's n o t lose sigh t o f t h e m ain o b ject ive here.
12 Shall w e m o ve on t o t h e n ext p o in t ?
13 A n y t h o u gh t s on t his, Jan in e?
14 Do w e all agr ee on t his?
15 W h at d o yo u t h in k, Sim o n ?
Au d io scrip t s 1113
16 O K, t h at w r ap s up ever yt h in g f o r t oday.
17 So, let 's ju st su m m ar ize t h e m ain t h in gs w e' ve agr eed .
18 So, t o sum up, w e' ve agr eed t h e b u d get f o r n ext year.
Tr a ck 4 9
Rit a: Yes, I've h ad so m e t h o u gh t s on t his. Last year, w e h ad a series o f sp eaker s f rom
t h e sen io r m an agem en t t eam , so w e t h o u gh t t h at p er h ap s t his year it w o u ld be
go o d if w e asked so m e m id d le m an ager s t o d o t he p r esen t at io n s in st ead?
[ b eep ]
Pao lo : Yes, gr eat idea, as lo n g as t h e m id d le m an ager s w an t t o d o it, o f co ur se! It m igh t
be n ice t o in clu d e so m e int eract ive sessio ns f o r t h e rest o f t h e em p lo yees as w ell.
[b eep ]
Pao lo : Yes, I'd be h ap p y t o.
[b eep ]
Rit a: Urn, yes, t here's a co n f er en ce r oom at t h e r acet r ack n ear t h e o f f ice an d I t h o u gh t
t h at w e co u ld lo o k int o t h e p ossib ilit y o f h avin g it t here. Sp e akin g o f r acet r acks,
d id you see t h e Gr an d Prix last n igh t ? N ail-b it in g st u f f ...
Pao lo : Yes, it w as gr eat . I co u ld n 't b elieve t h at last lap ...

[b eep ]
Rit a: Sorry, yes, I heard t h at t h ey h ave a lar ge co n f er en ce r oom an d t h en a sep ar at e

lo u n ge area alo n gsid e.
[b eep ]
Rit a: Sure, n o p rob lem .
[b eep ]
Rit a an d Pao lo : Yes.
[ b eep ]
Rit a: No.
Pao lo : I d o n 't t h in k so.
[ b eep ]
U nit 10 N j go t ²и t in g и ³´j j m j nt
T r ио k 54
So I r ecko n w e can d o t h e w h o le jo b f o r yo u , all in at $ 2 0 0 ,0 0 0 .
[ b eep ]
W ell, t h at f igu r e w o u ld co ver m an p o w er an d in su r an ce, b u t n ot m at er ials, o f co ur se.
[ b eep ]
I'm af raid w e can ' t go alo n g w it h t hat . Let 's t h in k ab o u t h o w w e can m ake t his w o r k.
A n o t h e r p ossib ilit y is t o p ay us b y t h e d ay f o r lab o u r an d m at er ials?
[ b eep ]
I t ake yo u r p o in t ... OK, I t h in k w e can live w it h t hat .
114 Sp eak in g
U N ITS 1 0 -1 2
U nit 11 A ssign in g ио µ io n p o in t s
Not e t h at t he t ext f o r all t he au d io is on t h e p age o f t h e unit .
U nit 12 Ru n n in g и µj ¶j о ·¸ z j ¹j ¸ о j
T r ио k 60
1 Th an k yo u all f o r p ar t icip at in g t oday.

2 Before w e st art , let 's ju st ch eck so m e gr o u n d rules f o r t elep h o n e co n f er en ces.
3 First ly, p lease alw ays give yo u r n am e first .
4 Righ t , let 's run t h r o u gh t h e agen d a.
5 So r r y Han s, let Zar a f in ish .
6 On e sp eaker at a t im e, please.
7 Sorry, can I co m e in here?
8 Fab rice, I d o n 't t h in k Ch r is h as f in ish ed yet .
9 Sorry, b u t I d o n 't q u it e f o llo w you . Co u ld you r epeat w h at you ju st said ?
10 Sorry, b u t I d id n 't q u it e cat ch t h at . Co u ld you run it by m e o n e m or e t im e?
11 Sorry, I'm af r aid I m issed t hat . Co u ld yo u say it again , please?
12 Excuse m e, but I'm not sure w h at you m ean t by t hat . W ou ld you m ind repeat ing it?
T r ио k 63
Pie r r e : It's Pierre here. I'm ju st n o t sure t hat 's go in g t o w o r k if w e d o n 't —

Em in : Th is is Em in here. Ho w ab o u t w e lo o k at —
[b eep ]
Ja k e : ...Ja k e here. I ju st t h in k it's t im e t o t ake t he bull b y t h e h o r n s on t h is on e.
Ka zu m i : Excu se m e, t his is Kazu m i. W h at d o es 'bu ll b y t h e h o r n s' m ean ?
[ b eep ]
Pie r r e : .. .Th is is Pierre, [ b eco m es very u n clea r ]
[ b eep ]
Ka zu m i : ...Kazu m i here. It's ju st I'm n ot sure w h at m y m an ager w ill say if w e go d o w n
t h at rout e. It d ep en d s on a lot o f t h in gs. I'll h ave t o t h in k ab o u t it an d lo o k
o ver t h e f igu r e s m or e car efully. It really is a d if f icu lt d ecisio n , esp ecially in t his
clim at e ...
[ b eep ]
Pie r r e , Em in ,
Ka zu m i ,
a n d Ja k e : [a ll sp ea k in g a t o n ce]
[ b eep ]
Au d io scr ip t s I 11
U n it 13 Pr j sj n t in g и p r o б u о t o r sj r v i о j
T r ио k 66
M y t alk t o d ay is ab o u t Telesm art , a n ew co m m u n icat io n s p ackage w e' r e o f f er in g t o o u r loyal

cu st o m er s. First ly, I'll d em o n st r at e h o w it w o r ks. Th en I'll o u t lin e t h e ad van t ages co m p ar ed t o
o t h er p ackage s availab le an d , finally. I'll sh o w you h o w it can b en ef it yo u r b u sin ess...
Th is m ean s t h at yo u can co m b in e all yo u r b u sin ess co m m u n icat io n s in o n e sin gle p ackage.
W h y is t his im p o r t an t ? Becau se it's m uch m ore st r aigh t f o r w ar d t h an h avin g a n u m b er o f
d if f er en t p ro vid er s f o r each service. Let 's lo o k n o w at h o w m u ch m o n ey t h is can save you
every year ...
A n d so, t o su m up, Telesm ar t is a co n ven ien t w ay o f savin g yo u m oney. Th an k yo u f o r yo u r

t im e. N o w o ver t o you . Please f eel f ree t o ask q u est io n s.
U n it 14 W o r k in g on и º»и ¼б
T r ио k 68
Jo n : Hello Kay, I'm Jon .

Ka y : Hello Jo n , nice t o m eet yo u . First o f all, w h at line o f w o r k are you in?
Jo n : I'm a surveyor.
Kay : A n d w h at d o es t h at involve exact ly?
Jo n : W ell, I car ry o u t valu at io n s an d b u ild in g su rveys on p ro p er t ies f o r client s.
Kay : W h at so rt o f cu st o m er s d o you have?
Jo n : M ain ly sm all b u sin esses or p rivat e p ur ch aser s.
Kay : A n d w h at d o yo u r cu st o m er s w an t f r o m yo u ?
Jo n : Th ey are lo o kin g f o r a t h o r o u gh an d p r of essio nal service, w h ich is delivered
p r o m p t ly an d is go o d valu e f o r m oney.
Kay : W h at ch alle n ges d o you f ace in yo u r line o f w o r k ?
Jo n : W e f in d it hard t o ge t o u r m essage o u t t o n ew clien t s w it h o u t sp en d in g lot s o f
m o n ey on ad ver t isin g.
Ka y : W o u ld yo u be int er est ed in h ear in g m ore ab o u t o u r w eb sit e d esign service t o
p u b licize w h at you d o?
Jo n : Yes, I w o u ld .
Ka y : Here's so m e m ore in f o r m at io n on t h at t h en. A n d can I ad d you t o o u r m ailin g

list ?
Jo n : Th at so u n d s like a go o d idea. I t h in k it w o u ld be u seful t o keep up t o d at e w it h

an y n ew PR ideas.
116 Sp eakin g
U N ITS 1 3 -1 4
Tr a ck 69
1 W h at line o f w o r k are yo u in?
2 W h at d o es t h at involve exact ly?
3 W h at so r t o f cu st o m er s d o you have?
4 W h at d o yo u r cu st o m er s w an t ?
4 W h at w o u ld help yo u t o h elp yo u r cu st o m er s?
6 W h at issu es d o you f ace in yo u r line o f w o r k ?
7 W o u ld you be int er est ed in so m et h in g t h at co u ld m ake yo u r life easier?
8 W o u ld you like m e t o sh o w you o u r n ew p r od u ct ?
9 W o u ld you like t o h ear m ore ab o u t o u r n ew p r o d u ct ?
10 Do yo u h ave a co u p le o f m in u t es t o lo o k at o u r n ew p ro d u ct ?
T r ио k 70
Sp eaker 1: Excuse m e, so r r y... er, d o yo u h ave an y ch alle n ges, er, at w o r k ? ...W ell, I co u ld
sh o w you t h e n ew m ailin g syst em , I su p p o se.
Sp eaker 2: Tell m e ab o u t yo u r ch allen ges at w o r k ... W ell, t h en , you need t h is n ew m ailin g
syst em .
Sp eaker 3: W h at ch alle n ges d o yo u f ace in yo u r line o f w o r k ? ...W o u ld you be int er est ed in
so m et h in g t h at co u ld m ake yo u r life easier, o u r n ew m ailin g syst em ?
T r ио k 71
1 I'm really sorry, b u t I h aven 't go t an y b r och u res left .

2 Un fo rt u nat ely, I f o r go t t o b r in g m y b u siness car ds. I d o a p o lo gize .
3 I'm af r aid I can 't h elp you on t his. I'll ask a co lleagu e.
T r ио k 72
[ b eep ]
Er, hello, urn, I'm ju st h avin g a look.
[ b eep ]
I run an int er io r d esign co m p an y.
[ b eep ]
I h ave so m e p rivat e cu st o m er s, b u t m ost ly it's sh o p s or b usinesses.
[ b eep ]
Th ey w an t us t o r ed esign t h eir w o r k sp ace s an d o versee t h e r en o vat io n w o r ks.
[ b eep ]
W ell, it's hard t o ge t a f in al d ecisio n o u t o f o u r cu st o m er s so m et im es b ecau se t h e m an ager s
are d o t t ed ar o u n d t he w o r ld in d if f er en t o f f ices. Th is can d elay o u r p roject s an d have an
im p act on o u r cost s.
[ b eep ]
Yes, t h at d o es so u n d int erest in g.
Au d io scr ip t s [ 117
U n it 15 Clo sin g и sи l j
T r ио k 75
For a hard close
Flo w m an y can I p u t you d o w n f o r ?

Shall w e st art t h e p ap er w o r k?
W h en w o u ld yo u like t o st art ?
For an em o t io n al clo se
Flo w d o you t h in k it w ill lo o k w h en it's in st alled?

W h at w ill p eo p le say w h en t h ey see it?
W h at w ill you f eel like w h en it's in p lace?
For an u r gen t close
It's o n ly availab le at t h is price t oday.

W e o n ly h ave t his o f f er f o r a sh o r t t im e.
W e've o n ly go t six o f t h is it em lef t in st o ck.
U n it 16 S и y in g' n o ' p o lit j ly
T r ио k 77
1 No, I'm sorry.

2 Un f o rt u nat ely, t hat 's ju st n ot p ossib le.
3 I'm really sorry, b u t t hat 's n o t go in g t o w o r k.
4 I'm af r aid not .
5 I'd r at h er not , t h an k you .
6 Th an ks, b u t I h ave t o say no.
7 I'm af r aid I d o n ' t really h ave t he t im e r igh t now .
8 Th an ks, I'll get b ack t o you on t h at one.
9 Th an ks, b u t n o t h an ks.
10 Sorry, b u t t hat 's o u t o f t h e q u est io n .
Sp eaker 1: I'm really sorry, b u t I d o n 't h ave t he au t h o r it y t o m ake a d ecisio n on t hat .

Sp eaker 2: I'm ver y sorry, b u t I'm af r aid I h ave t o say no.
Sp eaker 3: I'm so sorry, b u t t hat 's o u t o f t h e q u est io n .
Sp eaker 4: I'm t err ibly sorry, b u t t hat 's n o t go in g t o w o r k.
Sp eake r 5: I'm ext r em ely sorry, b u t it's ju st n o t possib le.
118 1 Sp e akin g
U N ITS 1 5 -1 7
Tr ack 81
...a n d so t h at ju st ab o u t su m s it up. Shall w e st ar t t he p ap er w o r k?
[b eep ]
But t h is o f f er is a o n e-o f f , n o t -t o -b e-m issed o p po rt u nit y.
[b eep ]
Really? But w o u ld n 't yo u be ab le t o m ake an excep t io n f o r an o p p o r t u n it y su ch as t his o n e?
[b eep ]
T r ио k 82
A n d so o u r d esign er s co u ld co m p let ely revam p yo u r w eb sit e f o r ju st $ 5 ,0 0 0 . Sh all w e set up

a co n su lt at io n m eet in g?
[ b eep ]
Bu t ju st t h in k o f all t h e ad d it io n al cu st o m er s t h at a n ew w eb sit e w o u ld at t r act . Sur ely you
d o n ' t w an t t o m iss t h is o p p o r t u n it y?
[ b eep ]
W e co u ld p o ssib ly b r in g it d o w n t o $ 4 ,5 0 0 . W o u ld t h at be o f int erest t o yo u ?
[ b eep ]
W ell, t hat 's a sh am e. But here's m y card an d if yo u d o ch an ge yo u r m in d ...
U nit 17 Th j su о о j ½½z ¾¿ jo 0 in Àj rv Áj w j r
T r ио k 84
M ar y: W h y d o vo u t h in k yo u 'r e r igh t f o r t h is iob?

Yia n n is: W ell, I t h in k t h at I'd be su it ab le f o r t he p o sit io n b ecau se I've h ad lot s o f relevant
exp er ien ce in m y p revio u s roles. Also , I t h in k I'd be a go o d f it f o r t h e co m p any.
M: W h at d o vo u kn o w ab o u t t his co m p an y?
Y: Qu it e a bit . I kn o w t h at it's t he seco n d lar gest ad ver t isin g co m p an y in t he co u n t r y
an d t h at yo u em p lo y o ver 50 0 st af f .
M: That 's r igh t . Now , t ell m e a bit ab o u t you r self . W h at are vo u r gr eat est st r en gt h s
an d w eakn esses?
Y: Hm m , int er est in g q u est io n . W ell, I'm ver y h ar d -w o r k in g an d incr ed ib ly cr eat ive,
as yo u can see f r o m m y p o r t f o lio . Bu t , on t h e d o w n sid e, I'm also a b it o f a
p er f ect io n ist , so I f in d it hard t o let go o f a p r oject so m et im es. But I'm w o r k in g
on t hat !
M: OK. A n d w h at h as been m ost r ew ar d in g ab o u t vo u r cu r r en t job?
Y: Th at w o u ld h ave t o be w h en an ad ver t isem en t t h at m y t eam d evelo ped
w as n o m in at ed f o r Best Local Ad o f t h e Year. It w as gr eat t o ge t so m e
ack n o w le d gem e n t f o r all o u r hard w o r k.
M: U h -h u h . So w h y w o u ld vou like t o leave vo u r cu r r en t iob?
Y: W ell, I've enjo yed w o r k in g f o r a sm all co m p an y an d lear nt a lot , b ut I'd really like
t h e o p p o r t u n it ies t h at are o f f er ed b y w o r k in g f o r a lar ge co m p an y, f o r exam p le,
t h e ch an ce t o p it ch t o b ig clien t s.
Au d io scr ip t s 1119
M: Righ t , so w h er e d o y o u see yo u r self in f ive year s' t im e?
Y: I'd like t o be w o r k in g as a sen io r ad ver t isin g execut ive w it h a n u m b er o f gr eat
cam p aign s u n d er m y belt .
Tr ack 87
[ b eep ]
W ell, I've h ad lot s o f exp er ien ce t hat 's r elevan t f o r t h e assist an t 's p o sit io n . From w h at I've
learn ed ab o u t t h e co m p an y, I t h in k t h is w o u ld be a gr eat p lace f o r m e t o d evelo p m y skills
an d learn m ore ab o u t t he b usiness.
[ b eep ]
Urn, I'm ver y w ell o r gan ized an d ab le t o m ult it ask. But I also h ave a t en d en cy t o t ake on t o o
m u ch , so I'm t r yin g t o im p ro ve on t hat .
[ b eep ]
W ell, yes, I o r gan ized t h e co m p an y co n f er en ce last year an d had t o so r t o u t t he ven u e,

cat er in g, sp eaker s an d so o n . M y p h o n e d id n 't st o p r in gin g in t h e w ee ks r u n n in g u p t o it,
b ut it all t u r n ed o u t w ell in t h e end.
[ b eep ]
I've been t her e f o r six year s n o w an d I'm ready f o r a n ew ch allen ge.

[ b eep ]
I'd like t o gain exp er ien ce in all ar eas o f b u siness, p er h ap s w it h a view t o m o vin g int o a ju n io r
sales p o sit io n.
[ b eep ]
U nit 18 Th j su о о j ÂÂz ÃÄ in Åj rv Æj w о и nб Æб и Åj
T r ио k 90
1 So. co u ld vou t ell m e ab o u t yo u r self ?

Ca n d i d a t e 1: W ell, I'm 32 year s old. I w as b or n in Van co u ver b u t m y f am ily m oved t o t h e US
w h en I w as 16, so t hat 's h o w I en d ed up in W ash in gt o n . I really enjo yed m at h
at h igh sch o o l, so I st u died t h at at co llege as w ell. I h ad a gr eat t im e w h ile I w as
t here, m ad e lot s o f f r ien d s an d really enjo yed t h e co ur se. Th en I go t m y f ir st jo b
w h en I w as...
Ca n d i d a t e 2: I did Bu sin ess St u d ies at Princet on an d t h en jo in ed Kays Br o t h ers w h er e I w o r k ed
p ar t -t im e w h ile f in ish in g m y acco u n t an cy q u alif icat io n s. I jo in ed m y cu r r en t
co m p an y f ive years ago an d h ave w o r k ed m y w ay up t o au d it m anager.
2 W h v d o vou w an t t his jo b ?
Ca n d i d a t e 1: I'd like t h is jo b b ecau se it w o u ld give m e an o p p o r t u n it y t o w o r k f o r a lar ger
o r gan izat io n t h an I d o cur r en t ly an d so b r o ad en m y p r o f essio n al exp er ience.
Ca n d i d a t e 2: Becau se it p ays w ell.
120 I Sp eakin g
U N IT 18
3 Ho w w o u ld vo u r co lle agu es d escr ib e vo u ?

Ca n d i d a t e 1: Th ey' d say t h at I'm ver y go o d at t eam sp o r t s an d t h at I'm alw ays go o d f u n . Ju st
d o n ' t ask t h em w h at I d id af t er last year's su m m er co n f er en ce!
Ca n d i d a t e 2: Th ey' d d escr ib e m e as a t eam player, w h o is alw ays d ed icat ed t o get t in g t he jo b
d on e.
4 Ho w d o you co p e w it h w o r k in g u n d er pressure?
Ca n d i d a t e 1: I d o n 't really like it.
Ca n d i d a t e 2: I t ry hard n o t t o let p ressure ge t t o m e an d ju st t o co n cen t r at e on ge t t in g t h e jo b
d o ne.
5 W h at is vo u r gr eat est st r en gt h ?
Ca n d i d a t e 1: I'm ver y en t h u siast ic. I'm alw ays keen t o learn n ew skills an d m o ve o u t o f m y
co m f o r t zo n e.
Ca n d i d a t e 2: I'm really go o d at m o t o r car r acin g.
W h at 's vo u r gr eat est w eakn ess?

Ca n d i d a t e 1: I can be a bit lazy.
Ca n d i d a t e 2; I h ave a t en d en cy t o t ake on t o o m u ch , b u t I'm t r yin g t o im p ro ve on t h at by
d ele gat in g w h er ever ap pr o p r iat e.
7 Ar e vo u a t eam p laver?
Ca n d i d a t e 1: Yes, I w as p art o f t he t eam o f p eo p le w h o p ut t o get h er a su ccessf u l p it ch f o r a
lar ge m u lt i-n at io n al clien t . W e each p layed o u r p art in p u t t in g t o get h er a gr eat
p r esen t at ion an d w e en d ed up b ein g aw ar d ed t h e co nt r act .
Ca n d i d a t e 2: Not really. I p refer t o w o r k b y m yself.
8 W h er e d o vo u see vo u r self in f ive year s?

Ca n d i d a t e 1: I'd like t o have ret ired an d be sit t in g on a b each.
Ca n d i d a t e 2: I like t o t h in k t h at I w o u ld st ill be w o r k in g here, p er h ap s as a sen io r p r o d u ct
d esigner.
T r ио k 91
1 So, co u ld you t ell m e ab o u t yo u rself ?

[ b eep ]
2 A n d w h y d o you w an t t h is j o b ?
[ b eep ]
3 Ho w w o u ld yo u r co lle agu es d escr ib e yo u ?
[ b eep ]
4 Ho w d o you co p e w it h w o r k in g u n d er p ressure?
[ b eep ]
5 W h at is yo u r gr eat est st r en gt h ?
[ b eep ]
6 W h at 's yo u r gr eat est w eakn ess?
[ b eep ]
7 Ar e yo u a t eam p layer?
[ b eep ]
8 A n d w h er e d o yo u see yo u r self in f ive year s' t im e?

[ b eep ]
U n it 19 Cи rr yin g o u t Ç j Èz ÉÈÊи Ëо j Èj ÌÍj ÎÏ
T r ио k 94
1 Ho w d o yo u feel ab o u t yo u r p er f o r m an ce t h is year?
2 I've o b served t h at you are st ead ily im p r o vin g in all ar eas o f yo u r jo b .
3 I w o u ld like you t o est ab lish a jo b r ot at ion sch em e. I exp ect you t o o r gan ize t his
b y t h e end o f t h e m o nt h.
4 Do w n t h e line, I t h in k it w o u ld be h elp f u l f o r you t o d evelo p yo u r in t er perso nal
skills.
T r ио k 95
[ b eep ]
No, I t h in k t h at ab o u t co ver s it.

[ b eep ]
I t h in k I've d o n e w ell. I've m et all m y t ar get s in t er m s o f b u d get cut s an d I t h in k t he f ir st

p h ase o f t h e o f f ice r ef u r b ish m en t w as su ccessf u l t oo.
[ b eep ]
Th an ks. That 's go o d t o know .

[ b eep ]
O K, t h at so u n d s r eason ab le.
[ b eep ]
Yes, I'd be keen t o w o r k on t hat .
U n it 20 P j rsÐиб in g yo u r m и n и Ñj r
T r ио k 97
1 I t h in k yo u 'll agr ee t h at m y p r o p osal f o r u n p aid leave is q u it e co n vin cin g.

2 I'd like t o ask f o r a t r an sf er t o a d if f er en t d ep ar t m en t .
3 W o u ld you be w illin g t o su p p o r t m y req uest f o r ext en d ed leave?
4 I'd like t o sch ed u le a m eet in g w it h you t o d iscu ss m y p o sit io n.
5 W o u ld n 't you say t h is sh o u ld be t aken int o co n sid er at io n ?
122 I Sp e akin g
U N ITS 1 9 -2 0
6 I'd like t o d iscu ss m y co m p en sat io n w it h you .

7 W o u ld n ' t it m ake sen se f o r m e t o at t en d a m an agem en t t r ain in g cou r se?
8 Th an k s f o r yo u r t im e t oday. I d o ap p r eciat e t hat .
9 I t h o u gh t t h at m igh t be a p ro b lem , so p er h ap s you w o u ld co n sid er t his p r op osal.
10 I w an t e d t o ask yo u if it w o u ld be p ossib le f o r m e t o ext en d m y p at er n it y leave.
T r ио k 98
1 ach ieved , su ch , m uch

2 m an aged , jo b , su ggest io n s
3 d iscu ss, sen se, skills
4 o r gan izin g, raise, skills
1 I t h in k yo u 'll agr ee t h at m y p r o p osal is q u it e co n vin cin g.

2 I'd like t o ask f o r a t r an sf er t o a d if f er en t d ep ar t m en t .
3 W o u ld you be w illin g t o su p p o r t m y r eq uest ?
4 W o u ld n 't you say t h is sh o u ld be t aken int o co n sid er at io n ?
5 I'd like t o d iscu ss m y co m p en sat io n w it h you .
6 W o u ld n 't it m ake sen se f o r m e t o at t end a m an agem en t t r ain in g cou r se?
7 I t h o u gh t t h at m igh t be a p r ob lem , so p er h ap s you w o u ld co n sid er t his p ro p o sal.
8 I w an t e d t o ask yo u if it w o u ld be p o ssib le f o r m e t o ext en d m y p at er n it y leave.
9 Do n 't yo u agr ee t h at m y p er f o r m an ce h as exceed ed exp ect at io n s?
10 I'm sure you can u n d er st an d m y co n cer n s.
T r ио k 101
[b eep ]
Yes, o f co ur se. Act u ally I'm f ree f o r 15 m in u t es n ow , if t h at su it s you .
[b eep ]
Oh , I'm n ot sure ab o u t t h at . W e need you here, really.
[ b eep ]
I d o u n d er st an d . But w h at w o u ld w e d o in t his o f f ice w it h o u t yo u ?
[ b eep ]
W ell, m aybe. I'll need t o t h in k ab o u t it.
[b eep ]
Collins
En glish f o r Bu sin ess
T и l k i n g is j и sy . G j t t i n g p j o p l j t o l i st j n
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Collins

En glish f o r Bu sin ess

© Har p er Co llin s Pu blish er s 2011

Co llin s ® is a r egist ered t r ad em ar k

w w w .co llin selt .co m

A cat alo gu e record f o r t h is b o o k is availab le

Typeset by David so n Pu b lish in g So lu t io n s, Glasgo w

All r ight s r eser ved. No p ar t o f t h is b o o k m ay

A n n и O s0 o r n h as w o r ked as a t each er an d edit o r

U n it 18 Th e su cce ssf u l in t e r v ie w can d id at e 72

Co l l i n s En g l i sh f o r Bu si n e ss: Sp e a k i n g w i l l h e l p y o u m a k e y o u r se l f u n d e r st o o d in b u sin e ss.

Yo u can e it h e r w o r k t h r o u g h t h e u n it s f r o m U n it 1 t o U n it 20 , o r y o u can p ick a n d ch o o se t h e

О Th i s ico n in d i ca t e s t h a t t h e r e is an a u d i o t r a c k t h a t y o u sh o u l d list e n t o . Ple ase n o t e

О List j n t o j x t r ио ts z ro m z our о o n v j r sи t i o n s h j и r б и t и о onz j rj nо j in M и r s j ill j s.

A: I'm и и б o r, и z o r j n sо и б it o r.

B: Ah , urn, you're a forensic, urn, audit or?

О 11 List j n to thj и u б i o CD t o о hj о k your и n sw j r s.

5 Par is is g r e a t , isn ' t it ? f r ie n d ly u n f r ie n d ly

и nб yo u m j j t и nothj r и ttj nбj j o v j r lu n о h . W r it j и б i и l o g u j si m i l и r t o

Sect io n 1: Net w o r kin g

I t ’s a v ery ch a llen g in g p r o fessio n .

• Be brief and precise.

St udent Excuse me, are you w or kin g on t he Foodaid st and?

S: Hm m . So, w hat m akes a jo b w it h Foodaid int erest ing, t hen?

1......I w o r k ..................... a j o u r n a li st . I i n v e st ig a t e a n d w r i t e a r t icle s f o r

о h и llj n g in g m onotonous r j w и r б in g z u lz illin g

1 M y j o b d o e sn ' t v a r y v e r y m u ch o n a d a y -t o -d a y b asis. It 's q u it e

2 It 's v e r y ........................t o see t h e ch i ld r e n ' s e xcit e d f a ce s a t t h e e n d o f a

О □ List j n to thj j i g h t sp j и k j r s z ro m S a y in g it a c c u r a t e ly 1 t и lk in g и0 out

Th e sp e a k e r s ar e v e r y e n t h u sia st ic/ u n e n t h u sia st ic, w h ic h h e lp s t h e m t o

I' m r e sp o n sib le f o r o v e r se e in g t h e p r o d u ct io n o f all o u r f ash io n lin es.

H e' s in ch a r g e o f b r in g in g in as m an y ad v e r t ise m e n t s as p o ssib le f o r o u r m agazin e .

E So, do you like Singapor e?

С Yes, u rn ... anyw ay, urn...

sи y in g t h и t 's m j и n how r j и lly othj r know t j r r i0 lj

1 I ........................ w h a t y o u m e an . 6 So i n ........................ w o r d s...

Q G r o u p t h j sj j x p r j ssi o n s t h и t sh o w j m pи thy unбj r thj о o rrj о t hj иб in g ,

3 Fan t ast ic! 8 Oh no!

!j~ | ! Q Em il y ' s p r j z j rrj б t o p iо oz о o n v j r sи t i o n - w и y s o z б o in g 0 u si n j ss o r

2 Fan t ast ic! 7 Oh no!

Q List j n и g и i n t o t h j sj n t j n о j s и nб r j p j и t t h j m , u si n g t h j о o rrj о t st r j ss.

О о Y o u 'v j h j и rб thи t thj о o m p и n y is p l и n n i n g t o s j t u p и sp o r t s и n б so о i и l

Co m p и r j t h j t w o p r j б iо t io n s z or thj z u tu rj o z Ch r i st i n j ' s r o l j и nб notj how thj

Sect io n 1: Net w o r kin g

U SEFU L TI PS: W h j n о o lб о и llin g ( и p p r o ои h in g p r o sp j о t iv j о li j n t s o r о u st o m j r s z or thj z ir st

• Be clear and concise about w h o you are and t he purpose o f t he call.

• Don't be o ff ended by host ile behaviour. It's not personal.

M acey С This is M acey Ch an ce from Turner & Yo u n g Co nsult an t s. Am I speaking t o M r Given?

Mr H Trancross Pow er and Gas, project m an agem en t office.

m j j t in g w h j r j 1 о % u "б j xp "и in o ur services in m ore det ail?

M r H: Well, it could be int erest ing.

Rj би thj z o l l o w i n g st и g j s o z thj б iи lo g u j и nб p u t t h j m in t o t h j о o rrj о t

[ ] Sh e e xp lain s w h a t h er co m p an y sp e cializes in an d t h e r easo n f o r h er call.

A t h i n k / in t er est / yo u / y o u / so m e t h in g / b e / t h a t / o f / Do / t h at 's / t o / m igh t

N otj h ow w j u sj t h j - i n g z o rm иz t j r sp j о i и l i z j in , z oо us on, и nб о onо j n trи t j on.

Co ld callin g is an acce p t e d w a y o f d o i n g b u sin e ss in m an y cu lt u r es. Ho w ever , in so m e

I look for w a r d to seein g y ou th en .

• Co nf ir m t he t opic, dat e, t im e, and place.

• Be ready w it h alt ernat ive ap point m ent t im es if t he original t im e has t o be changed.

• Ch eck t o see if t he cust om er has any new request s.

Robbie T: Hello , M s Ger lan d . Th is is Ro b b ie Taylo r f r o m Q u e e n sf ie ld Lt d . H o w ar e yo u ?

SG: Er, n o , Qu id d e st r asse 40.

GS Go o d . I'm af r aid I h ave t o can ce l o u r m e e t in g n e xt Tu esd ay m o r n in g. I'm g o i n g t o b e aw ay

• j и t u j h igh light t he f eat ures o f t he product or service you w an t t he audience t o f o cu s on.

• Bj j z sh ow h ow t his product or service w ill im prove t he user's life.

St eve: Well, go o б иz t j rnoon, иб j s и б g j n t j m j n . I’ m St eve Dunn и б I w и nt to j ll yo u t o би y