Unit 1 Organisation: Coursebook Answer Key

Coursebook answer key
2B
Unit 1 Organisation Suggested answers
It’s probably stressful because they have deadlines
1.1 A news organisation every day to produce news programmes. It could be
glamorous if they meet and interview powerful and
1 famous people. It is interesting in the sense that the
1 Suggested answers for each department world and the news is changing constantly and
Finance is the part of an organisation that manages dramatic things can happen.
its money and cash flow. The business functions
typically include planning, organising, auditing, 3A
accounting for and controlling its company’s Arti Lukha – News Editor
finances. It raises invoices and chases payment. Nick Thatcher – News Reporter
The department also usually produces the John Roberts – Programme Director
company’s financial statements. Melanie Tansey – Director of Human Resources
Human resources is responsible for recruiting, Ray Snelling – Finance Supervisor
interviewing and contracting workers. It may also
handle employee relations, health and safety, 3B
payroll, benefits and training. Arti Lukha and Nick Thatcher probably work closely
The marketing department is responsible for market together on a daily basis since she would pass the
research, promotional campaigns, brand promotion news to him to report on. Nick probably also works
and brand image as well as customer relationship closely with John who has to coordinate the news
programs such as social media management. Its programmes.
main role is to increase revenue for the business.
Operations department – the primary functions 4
include the design and management of products, 1 roles
services and processes. It controls the supply 2 coordinating
chain. The operations department of a 3 reporter
manufacturing company is in charge of making the 4 operator
products that a company sells and is therefore often 5 teams
called the Production department instead. 6 conductor
Performing quality assurance or audits are also 7 operational
functions of an operations department. 8 payments
Production is the functional area responsible for
making sure that raw materials are provided and 5
made into finished goods effectively through a Students’ own ideas
series of production processes.
Sales is the division of a business that is 6
responsible for selling products or providing 1 involves – if an activity or situation involves
services such as after-sales customer services. The something, that thing is part of it or a result of it
role of a sales department varies and different 2 lead – the position of having control of or
companies interpret ‘sales’ and ‘marketing’ in widely responsibility for a group of people or an activity
varying ways. In some companies sales may be 3 running – organising or being in charge of an
part of the marketing department. In general the activity, business, organisation or country
sales team work closely with the marketing 4 make sure – check that something has been done
department to plan promotion campaigns and sales
strategies. 7
2 Suggested answers 1 to
research and development, legal, logistics, 2 of
customer service, IT 3 with
3 Students’ own answers. One possible answer is 4 after
that the news team (reporter, producers, camera 5 of
operators, etc.) do the most important work since 6 for
it’s the main function of the organisation. 7 of
8 with
2A
Students’ own answers
© Pearson Education 2018 1

8 7
1 lead Suggested answers
2 involves A lot depends on your personality. Some people will
3 charge enjoy the creative freedom of the boss-free
4 report environment. They’ll feel more engaged and
5 care empowered. Some will not be happy in an
6 responsible organisation that does not offer a clear career path,
7 coordinate/work and be concerned about how to get promotion and
8 sure pay rises. (See Zappo’s voluntary redundancy
scheme.)
9 Completely manager-free companies are the
Students’ own ideas extreme version of a more general recent trend to
flatten out management hierarchies. In flatter
10A/B hierarchies the remaining managers can have much
Students’ own ideas more responsibility and work.
8A
1.2 Innovative organisations 1 a, personal intention
2 d, scheduled event
1
3 b, plan/arrangement
Students’ own ideas
4 c, prediction
2A
8B
1 promotion
1 be + going to + infinitive
2 innovative
2 Present Simple
3 hierarchy
3 Present Continuous
4 bureaucracy
4 be + going to + infinitive
5 centralised
6 decentralised
9
1 a – it’s a scheduled event
2B
2 c – it’s a personal intention
See Additional material.
3 b – it’s a plan/arrangement with the client (Note:
option c is also possible if viewed as an intention
3
and the speaker doesn’t have a fixed arrangement
with the client)
4 c – it’s a personal intention
4
5 b – it’s a plan/arrangement with the friends (Note:
W. L. Gore started out as a company with a flat
as in item 3 option c is also possible if viewed as an
structure in the 1950s.
intention and the speaker doesn’t have a fixed
Zappos changed to a flatter structure two years
arrangement with his/her friends)
ago.
6 c – it’s a prediction
7 a – it’s a scheduled event
5
8 c – the speaker is asking for a prediction
1 F – Organisations with tall structures can be slow
to change and innovate.
10A/B
2 F – In the 1950s
1 does the department meeting start – scheduled
3T
event
4T
2 ’m going to be – prediction
5T
3 Are you going to be – prediction
6 F – The CEO of Zappos says the transition will
4 ’m giving – plan/arrangement
take two to five years to complete.
5 ’s going to be – prediction
6 ’re moving – plan/arrangement
6
7 ’m not going to tell – personal intention
1a
8 ’m going to sit – personal intention
2b
3b
4c

11 2B
Model answer efficient (S)
Hello Paul, flexible (M)
Guess what? We’re going to Madrid for a long work-focused (J) (S)
weekend in December. We’re taking the high-speed rude (A)
train from Barcelona on Thursday 1st and coming informal (M)
back home the following Monday. I expect it’s going friendly (not used)
to be cold there at this time of year but I don’t mind. polite (not used)
There’s so much to see and do in Madrid. professional (not used)
The train gets to the city at 11 a.m. so we’re going organised (S)
to leave our bags at the hotel and then explore. On open (M)
Saturday we’re going to the Renoir exhibition. I’ve effective (S)
booked tickets for that. We’re staying right in the quiet (not used)
centre and it’s going to be easy to walk to lots of
interesting places. James thinks Stefanie is excellent; work-focused
Write soon and tell me your news. and a team player. Alistair thinks she is rude and
Best wishes demanding.
Caroline
2C
Suggested answer
1.3 Communication skills: It's difficult to predict how they will work together.
Managing first meetings They are similar in important ways, e.g. both are
results-focused, and want to be polite and manage
1A relationships with others effectively. But Matt’s fun
Suggested answers and more informal approach contrasts with
1 In different cultures and between individuals, Stefanie’s more serious style, which might make it
there is often a significant variation in what people difficult for them to cooperate.
say and do during first meetings. For example, in
some cultures, it may be polite to ask lots of 3B
questions and to show curiosity. In other cultures, Option A
it may be more respectful to be silent or say very 1 With first name only (Matt).
little. For body language, handshakes are expected 2 Showing the office and meeting people – because
in some contexts; in others, a kiss and hug may be it’s important to build a relationship to work well
typical; in others, it may be appropriate to bow. together.
2 Many differences exist with both verbal and non- 3 In this meeting Matt focuses on relationships first.
verbal behaviour, and practices such as gift-giving, He tries to be informal, friendly and positive, and
types of clothing worn, where the relationship is wants Stefanie to meet the team in the office. Matt
built (at home or in a restaurant), etc. believes it is important to build relationships as
3 This is an important question as there are a basis for a project’s success. His approach is
significant differences here across cultures and unclear and confusing to Stefanie at the beginning.
personalities in terms of which comes first; in many However, the result is positive as Matt convinces
cultures, for example, it is impossible to do Stefanie of the importance of strong relationships,
business until a relationship and a level of trust has and she makes the new decision to stay in London
been established. In addition, there are different to help drive the project.
expectations about how long to spend on
relationship-building and how deep and trustful the Option B
relationship must be before you can do business 1 With first name (Matt), surname (Farnham) and
together. job title (head of operations)
2 Because Stefanie only has two hours and there
2A are a few issues he would like to discuss
1 Stefanie works in Germany (Cologne), and a little 3 In this meeting Matt focuses on the project work
in Switzerland. Matt works in London. in the first meeting. Stefanie is comfortable with this
2 Matt heads the UK Operations. Stefanie is the approach and the meeting allows them to discuss
manager of the German office. important topics for the project. However, Matt is
3 Matt is the project lead. Stefanie will provide all unclear at the end of the meeting if Stefanie is the
technical support. right person for the project because he has left no
time to get to know her, and he will now have to
wait a long time before he meets her again.

4 9
1 In the first video, Matt was very relationship- Students’ own answers
focused, asked lots of questions, wanted to
introduce Stefanie to people to build relationships.
In the second video, Matt stayed more task-focused 1.4 Business skills:
to be polite and tried to get down to business Small talk in first meetings
immediately.
2 In Option A, Stefanie seemed uncomfortable 1
during her time with Matt and his team. She said Suggested answers
she found it ‘unclear and confusing’ to focus on 1 Small talk is a form of polite conversation which
relationships rather than work. However, at the end people use in first meetings and informal moments,
she says she can see the benefit of strong or between discussions of more serious topics.
relationships and plans to move to London to get to 2 When meeting in business, it is typical to ask
know the team better. In Option B, the focus on questions about travel to the meeting place, to offer
work issues suits Stefanie and she leaves feeling a drink, etc.
positive. Matt sees that Stefanie is good at her job, 3 Asking questions puts some pressure on your
but seems frustrated that he didn’t get to know her counterpart to answer, which may be stressful.
better as a person. Additionally, some people may feel that asking too
many questions, especially on personal topics, is
5 impolite.
2
1 know your own style 2A
2 understand the communication style of the other 1 People are strangers; they don’t know each other,
person and they (often) have to communicate in a foreign
3 decide on the best communication style to have language.
a positive impact on the other person 2 You learn about the other person and so can build
3 Students’ own answers a relationship.
3 Short, simple, starter questions with follow-up
6 questions. They allow an easy answer, they’re not
Students’ own answers too personal, they can quickly break the ice and get
the conversation flowing.
7 4 Ask about work responsibilities and the
Meeting and greeting: 2, 6, 8 organisation behind the person; on a personal note,
Introducing people: 3, 4 travel is a good topic.
Saying goodbye: 1, 5, 7
2B
8A 1 Silence in some cultures is a way to signal
1b respect, but she thinks silence slows down the
2d process of getting to know another person.
3e 2 The content of some questions doesn't matter,
4a but the questions do help to break the ice and get
5c the conversation flowing.
3 You trust people you know well. Questions help
8B you get to know a person, and so are essential to
Students’ own roleplays trust-building.
8C
Model dialogue
A: Guys, this is Suzanne Jones.
C: Hi Suzanne.
D: Nice to see you again.
A: Do you know Suzanne?
D: Yes, we met in Paris last year.
B: Hello, Tom. How’s it going?
D: Very well. Thanks.
C: Excuse me. I must go to a meeting.
B: Have a good meeting.

2C 5A/B/C
Suggested answers Students’ own answers
1 People from different backgrounds respond to
questions in very different ways – some more
positively and some less positively. Some will feel 1.5 Writing skills:
engaged; others might feel the questions are
impolite in some way. At work and in life generally,
Emails – Organising information
we need to ask questions which are right for the 1
other person if we want to motivate them to have 1 Dear Jill
a conversation. The challenge is to find out which 2 Just a quick email to let you know
questions motivate others. This is often a process 3 Firstly
of trial and error. 4 Then
2 Conversations can be easier if both people have 5 After
something to say about a topic which they know. 6 feel free to call me if you have any questions
3 Conversations need many things to be 7 All the best
successful. Fundamentally, people must bring
a positive attitude – to want to talk – to the 2A/B
conversation. Finding topics which both people Language
are interested in will motivate interaction. Finally, Greeting/Opening Dear Jill
balancing participation – letting people talk and Dear Sir/Madam
listen in silence – in a way which is comfortable Good morning Jacques
for everyone is important. Hello/Hi George
Reason for writing Just a quick email to
3A let you know that …
1T I’m writing to inform you
2 F (second) that …
3 F (20% in Geneva only) Further to our
4T conversation, I confirm
5 F (Paul is leading the project) that …
Thank you for your
3B email.
b, c, d, e, g, h, I, j, k Ordering information Firstly,
Then,
3C After,
Paul handles the meeting well as Eva responds Finally,
positively to his questions and general style of first Thirdly,
meeting. Concluding email Feel free to call me if
you have any
4A questions.
1 take Hope to hear from you
2 offer soon.
3 have I look forward to hearing
4 time from you.
5 work Please do not hesitate to
6 join contact me if you have
7 report any questions.
8 free Closing All the best
Kind regards
4B Regards
1e Yours
2f Yours sincerely
3g
4a
5b
6d
7c

3A 8 It has launched three hotels so far but it will

Suggested answer launch three more in the future.
1e
2d 4
3g 1 Peter York
4a 2 Silvio Ursini
5c 3 Silvio Ursini
6b 4 Peter York
7f
5
3B 1 and 2
Model answer Students’ own answers
Dear Greg
Thank you for your email about the induction day 6
next week, which I am very keen to attend. 1 Stretching
Unfortunately I am unable to attend on Thursday as 2 cautious approach
I’m going to an important conference with the 3 base of clients
Finance Manager and will be away from the office 4 further afield
all day. Therefore I hope that it will be alright for me 5 ultra-luxury
to have the induction day on Friday. However, 6 core business
I may be slightly late in the morning on Friday as 7 bad history, devalued
I have a dentist’s appointment at 8.30 a.m. 8 brands
I look forward to hearing from you. 9 fast growth
Kind regards 10 venture into
3C 7
Students’ own answers 1 product placement
2 interactive marketing
3 brand stretching
Unit 2 Brands 4 customer engagement
5 awareness
2.1 The life of luxury 6 logo
7 loyalty
1 8 image
1 Suggested answers:
cars, technology, watches and jewellery, 8
perfumes/fragrances, cosmetics, designer clothes, Students’ own answers
accessories (e.g. sunglasses), furniture, etc.
2 Students’ own answers – they may say they don’t 9A/B
buy luxury brands but some of them may have Students’ own answers
designer trainers, jewellery, mobile phones, etc.
3 Students’ own answers
2.2 Asian brands go west
2
They moved into hotels. (Fragrances were also 1
added at an earlier stage.) Students’ own answers
3 2
1 stretch it Students’ own answers
2 in Rome, more than 100 years ago brand ambassador: a real or fictional character
3 jewellery, watches, accessories and fragrances who embodies the characteristics of a brand, e.g.
(perfumes) Beyoncé for Pepsi, George Clooney for Nespresso
4 Milan (in a building that used to be a convent), and Omega, Leonardo DiCaprio for Chinese EV-
next to the Botanical Gardens maker BYD Auto and other brands, Novak Djokovic
5 from the 1600s and 1970s for Uniqlo, Kendall Jenner for Estée Lauder, Marc
6 It has a 25-metre pool, although it’s a small hotel. Jacobs for Calvin Klein, Karlie Kloss for Swarovski,
7 The brand is devalued if a company goes into Taylor Swift as the face of L'Oréal Paris, Wonder
areas or sectors where it is less credible.

Woman (fictional) as the UN ambassador for the 7

empowerment of women and girls Adding ideas: also, in addition
brand image: a clear set of customer ideas about Contrasting ideas: although
the practical benefits of a product Referring to time: –
brand logo: a small design which is a brand’s Giving examples: for instance
official sign, e.g. Twitter’s blue bird logo Sequencing: first of all, to start with
brand loyalty: the extent to which people always
buy the same brand even if similar products or 8A
services are available at a cheaper price or superior 1 Although
quality 2 such as (for instance / for example)
brand personality: customers’ emotional 3 as well as (and)
associations with a brand 4 recently / in recent years
5 while / although
3
Six brands are mentioned in the article: 8B
Qeelin: Asian brand of fine jewellery Students’ own answers
Chanel: French brand famous for fashion,
fragrances and accessories, e.g. handbags
Louis Vuitton: French brand famous for its 2.3 Communication skills:
accessories, especially travel luggage Supporting teamwork
Chow Tai Fook: Asian brand of fine jewellery
Shang Xia: luxury Asian label now operated by … 1
Hermès: French luxury group Suggested answers
1 Team problems inside and outside the workplace
4 are usually due to lack of clear goals, poor
1 True – they have expanded into Western (and leadership, personality clashes, a lack of resources,
Asian) markets. intercultural differences, etc.
2 True 2 Diversity is potentially an advantage as different
3 False – Chow Tai Fook has more than 2,000 people bring different points of view and help
stores in mainland China. innovation. However, different views and working
4 True styles can lead to conflict.
5 True 3 Students’ own answers
6 False – Qeelin and Shang Xia are Asian luxury
labels, and Shang Xia is now operated by the 2
French luxury group Hermès. Matt: To create a real team
7 True Stefanie: The U.S. IT must deliver on budget and
8 False – building a brand overseas will take time. schedule
Dan: To focus on quality, and to have happy
5 customers
Adding ideas: and, as well as Paula: A high standard of final product
Contrasting ideas: however, but, While
Referring to time: Recently, Previously, In recent 3
years, Earlier this year, now Suggested answers
Giving examples: such as, for example 1 On a positive note, Matt makes a relatively clear
Sequencing: Then introduction to the meeting and tries to moderate
between the different opinions to find a consensus.
6 However, he seems to lose control a little to Dan,
1 Although who interrupts and upsets others with his strong,
2 for instance opinionated style.
3 such as 2 Stefanie is clearly unhappy with Dan and is not
4 first of all, now sure she can work with him. She finds him arrogant.
5 To start with
6 However, also, as well as 4A

4B 7A
Option A 1c
1 Dan and he know each other; Dan has a strong 2e
personality, Matt knows how to manage him, it will 3b
be easier if Stefanie works with Paula as they get 4a
on. 5g
2 Agrees. Sees Dan as very different. 6f
3 She understands that Dan’s ideas were correct, 7d
and that she should be working with him more
closely to deal with quality problems faster. Quality should be your number one priority.
4 Relatively well. He is sensitive to check in with Why don’t you just try?
Stefanie, and suggests a logical solution which she Maybe it would be better for you to just focus on
is happy with. However, he learns that Stefanie and Mexico.
Dan fail to communicate at all which leads to Have you tried talking to him?
unnecessary project problems. You need to be able to keep in touch with Dan
yourself.
Option B Don’t be afraid to ask his advice where you need it.
1 Their experience is complementary; great I think it’s important for you to work with Dan.
opportunity to learn about the U.S. market, which is
the most important; career-changing; can 7B
improve/demonstrate ability to manage different Quality should + infinitive
people (important if she wants promotion). Why don’t you + infinitive + ? (question)
2 She is not keen. She says they are very different. Maybe it would be better for you + to + infinitive
3 She has found working with Dan challenging, but Have you tried + verb + -ing + ? (question)
sees the advantages of working more closely with You need + to + infinitive
him and they are working together to resolve the Don’t be afraid + to + infinitive
quality problems. I think it’s important for you + to + infinitive
4 Matt takes a more challenging approach to her
and advises Stefanie to step outside her comfort 8A
zone. Overall, this is a more dynamic management Phrases 1, 2, 5, 6 and 7 sound stronger and more
of diversity, but one with potentially more risks of direct in English. The explorative question in 4
failure if conflict arises. (Have you tried …?) and the tentative and
hypothetical language in 3 (Maybe it would …)
4C make these less direct ways to give advice.
8B
5 Students’ own discussion
The three main learning points are:
1 You have to make an effort and be patient to build 10A/B
relationships. Students’ own role plays
2 People will need advice and support when
working in international teams so be there for 10C
others. Peer review – get students to think about when it
3 There are two main options when advising; advise might be more appropriate to use ‘politer’ forms of
people to just work with people like themselves. Or advice, e.g. when you are not an expert or when
encourage people to work with different types of you don’t know a person very well and don’t want to
people which is more challenging but may lead to risk offending them.
better teamwork.
6

Countries of operation: Five

2.4 Business skills: Plan for growth: Rising to 65 employees;
Making a presentation plans to remain small
1A/B 3B
Students’ own answers The presenter reacted with very positive feedback
that it was a great question. This form of positive
2A feedback can show respect for the audience
Speaker 1 member who asked the question, and encourage
Begin with a warm welcome more questions, which helps the flow of information
State your name between presenter and audience.
Confirm the objective of the presentation
Say how long you will talk for 4
Let the audience know when to ask questions – 1 today
during or at the end of the presentation 2 begin
Speaker 2 3 make
Begin with a warm welcome – thank the audience 4 take
for coming 5 said
State your name and job title 6 feel
Confirm the objective of the presentation 7 close
Explain the structure of the presentation 8 hand
Move smoothly to the first point in the presentation
Speaker 3 5A/B/C
Begin with a warm welcome Students’ own answers
State your name and job title
(– Apologise for your English)
Confirm the objective of the presentation 2.5 Writing skills:
Let the audience know when to ask questions Formal and semi-formal emails
Move smoothly to the first point in the presentation
1
2B 1 Dear Mr Vesely
Standard openings are useful because they are 2 I’d like
highly structured and offer information in a logical 3 will be held
and clear way. However, some audiences might 4 provided
find this approach boring and welcome a less 5 delighted to announce
standard approach which engages and motivates 6 collaborated
them in some way to listen. 7 Please confirm your attendance
8 We look forward
2C 9 Kind regards
Speaker 1: Report a conversation to confirm that
the presentation objectives are those of the 2
audience Inviting
Speaker 2: Start with questions to engage the I’d like to invite you to … – F
audience I’m writing to invite you to … – F
Speaker 3: Tell a personal story about success to We are delighted to invite you to … – F
motivate the audience to listen It would be great if you could come … – SF
Accepting
2D Many thanks for the invitation. – SF
The effectiveness of these presentation openings Thanks for inviting me. – SF
will depend on how the audiences react and I’d (would) be delighted to accept your
engage with the presentation. invitation/offer. – F
Although Mr … is unable to attend, … will be happy
3A to take his place. – F
When established: Three years ago Declining
Main strength: Innovation I’m sorry but I won’t be able to come. – SF
Size of workforce: 56, 20 nationalities, I’m afraid (that) I will be unable to attend. – F
average age 29 I’d love to come but … – SF

I’m afraid I can’t make it. – SF 3

Unfortunately, I have already made other 1 Entrepreneur James Caan thinks that Esther isn’t
arrangements. – F selling herself well with her CV.
Closing 2 She has spelt Intermediate incorrectly – she wrote
We (very much) look forward to seeing you. – F ‘intimidate’.
We are looking forward to seeing you. – F 3 Soft skills: commitment, flexibility and imagination;
Looking forward to seeing you soon! – SF Hard skills: knowledge and diplomas
Best wishes – SF 4 Irrelevant information, e.g. I like eating pizzas. (‘It
Kind regards – F isn’t impressive.’)
All the best – SF 5 opportunity, role, value
6 One, but she will probably get a second interview.
3A Model answer 7 ‘Getting a job is a job in itself’ means it is hard
Dear Ms Pannu work looking for a job and job-seeking can take a lot
Thank you for inviting me to the preview. I would of time, e.g. looking at job advertisements, writing
have loved to come but, unfortunately, I have and updating your CV and covering letter, preparing
already made other arrangements and will not be for and going to interviews.
available that day as I am away on business.
However the event sounds extremely interesting 4
and my colleague, Marisa Shields, has expressed 1 mistakes
an interest in attending. I was wondering if it would 2 language
be possible to add her name to the guest list. 3 team player
I hope the preview evening is successful. 4 self-starter
I look forward to seeing you again soon. 5 motivated
Kind regards 6 candidate
Ted Vesely
5
3B 1
Model answer Students’ own answers
Dear Ms Pannu 2
Thank you so much for inviting me to the preview of Suggested answers
the Street Art Exhibition at the NGMA on November Three positive characteristics: I’m creative,
22nd. As you know, modern art is a great interest of organised and communicative.
mine and this exhibition sounds fascinating.
I’m writing to let you know that I’d be delighted to 6
accept your invitation to the event. Moreover, I am 1h
very keen to hear what Karla Lansing has to say 2j
about street art and marketing. 3g
I very much look forward to seeing you there. 4a
Kind regards 5b
6l
7c
Unit 3 Job-hunting 8d
9k
3.1 A job search 10 f
11 i
1 12 e
7
2 1 competitive
Rule 1: Employers hate spelling mistakes (in your 2 employer
CV). 3 motivated
Rule 2: Keep it relevant. 4 communicative
Rule 3: Don’t use clichés. Be different. 5 responsible
6 interns
7 position
8 flexible
9 skills
10 passionate

11 Recruitment 3
12 interview Suggested answers
I don’t have much experience in going for
8 interviews.
Students’ own answers Appropriate questions for a job interview: 2, 4,
5, 6, 9, 10, 11, 13, 14, 16, 18, 19 and possibly 20
9A (some interviewers sometimes ask these kinds of
Model answer psychological questions to see how you see
Key Account Managers needed for immediate start yourself, or how creative you are)
Do you have a degree in chemistry or marketing? Inappropriate or irrelevant questions for a job
Are you interested in managing our key client interview: 1 (irrelevant, but a possible question for
accounts? At ASTRA Pharmaceuticals we are younger candidates, or those who have been out of
looking for candidates who are motivated, work for a long period), 3 (irrelevant, and a personal
organised, and have excellent communication skills. question), 7 (in many countries it is unacceptable to
In this job position you will be responsible for ask this kind of personal question), 8 (irrelevant,
managing our key clients. although some interviewers may offer you a drink if
ASTRA Pharmaceuticals are based in Birmingham you’ve travelled far), 12 (irrelevant), 15 (irrelevant
and we have a proven track record in offering unless perhaps you’re going to work in a restaurant
successful candidates an exciting career in the or the food industry), and 17 (irrelevant, and
pharmaceutical industry. Candidates with a personal question).
a minimum of two years’ experience in a similar
position are preferred. Working hours are Mon–Fri I have some experience in going for interviews.
from 9.00–6.00 p.m. The salary is negotiable, Do you have any experience as a (job position) / in
according to experience. … (field or sector)?
If you think you have the right profile, please send What qualifications do you have?
your CV/résumé with a covering letter to our Head Why did you leave your last job?
of Recruitment at hr@astrapharma.com. Why did you go travelling for one year?
We look forward to hearing from you. How did you get on with your previous employer?
How would you describe yourself? etc.
9B
Students’ own answers 4
3.2 Job interview questions 5

1 What are your strengths and weaknesses?
1
2 Are you working at the moment?
Suggested answers
3 How long have you worked as a chemical
I would find out about the company on the internet.
engineer?
I might ask who is going to interview me, or how
4 Do you have any experience in green
many people will interview me and check their
technologies?
profiles on the internet. I would make sure my CV is
5 Why would you like to work for us?
updated. I would make sure I have something smart
6 What would you do on your first day at work?
to wear, e.g. a suit. I would check how to get there
7 Do you have your original certificates with you?
and arrive early for the interview. It’s also a good
8 Where do you see yourself in five years’ time?
idea to anticipate some questions and practise
them with a friend/colleague, and prepare questions
6A
I’d like to ask them.
1 Can you tell me what
2 Could you tell me about
2
3 Can you tell me about
Suggested answers
4 I’d like to know if
A nervous and a bit negative
5 Could you tell me how
B confident and positive
6 I’d like to know if
C thoughtful, listening carefully but a bit negative
7 I’d like to know who
D speaking confidently, more positive than C
6B
They are indirect questions, starting with Can/Could
you tell me… or I’d like to know if / wh- question
word.

They are different from the direct questions in Other expressions for dealing with difficult
Exercise 5 because they are longer and the word questions: Answering positively, e.g. That’s
order changes. In addition, if it’s a yes/no question a good/interesting question. Asking for repetition,
without any question words (What, When, Where, e.g. Sorry? Can you repeat that, please?
How, etc.), we need to remember to use if. Also: Asking for clarification, e.g. Do you
mean …? Is that …? and Paraphrasing, e.g. So,
7 you’re asking me if I …? / So you’d like to know if /
1 Direct: What is your greatest strength? wh- …
Indirect: Can you tell me what your greatest
strength is? 11A
2 Direct: Have you ever managed a team? Suggested answers
Indirect: I’d like to know if you have ever managed Interviewer’s questions for the candidate:
a team. Do you surf? Have you ever been surfing?
3 Direct: Who was your previous employer? Have you ever worked in sales?
Indirect: I’d like to know who your previous Do you have any references?
employer was. Do you prefer working independently or in a team?
4 Direct: What do you enjoy about working in Are you prepared to work long hours?
teams? What is your greatest passion?
Indirect: Could you tell me what you enjoy about What do you know about us / our company?
working in teams? Who was a mentor for you at university / in your
5 Direct: When was the last time you solved previous job?
a problem successfully? Can you tell me about a time when you worked well
Indirect: Could you tell me about a time when you in a team?
solved a problem successfully? Could you tell me about a successful project you’ve
worked on?
8 Could you tell me about a time when you dealt with
Suggested answers a difficult customer?
1 Poor – he doesn’t know what to say and when he I’d like to know / Tell me about your proudest
answers, it’s a cliché. achievement.
2 OK – he doesn’t have much work experience but I’d like to know about a time when you negotiated
he answers positively. something successfully.
3 Good Could you give me the names and phone numbers
4 Good of two referees?
5 Good
6 Good 11B
7 OK – he should perhaps mention the references Suggested answers
in his CV, or in the interview. Candidate’s questions for the interviewer:
How many people are there in the
9 team/department?
1 e I’m not sure, but my friends tell me … Who would I work with?
2 d I’m afraid I don’t have much experience, but I … Who do/would I report to?
3 g Sure. I was responsible for … What are the working hours?
4 b Let me think now … What kind of training do you give for this position?
5 f Sorry, I didn’t catch that.; h That’s a difficult Are there any opportunities for promotion?
question.; a As I said before, … How many weeks’ holiday will I have?
6 i Yes, of course. How much is the starting salary for this position?
7 c I’ll need to check and get back to you. When will I hear from you?
When do I start? / When does the job start?
10
A d I’m afraid I don’t …, but I … 12
B g Sure. I was responsible for …; i Yes, of course. Students’ own answers
C b Let me think now …; c I’ll need to check and
get back to you.; h That’s a difficult question.
D a As I said before, …
E f Sorry, I didn’t catch that.
F e I’m not sure, but my friends tell me …

3 Matt makes statements rather than asking more

3.3 Communication skills: open, clarifying questions. He fails to adapt to
Listening actively Paula’s answers, but interprets them in terms of his
own assumptions. He could have asked questions
1A to better understand why she was saying what she
Students’ own answers was saying and feeling. He could focus on points
b and d.
1B
Suggested answers Option B
Statement 1 1 In this version Matt adapts his approach when
Advantage: People who don’t mix work and private Paula starts using emotionally driven key words,
life may find it easier to connect with you. They may like incompetent or difficult. He asks open questions
also perceive this approach as professional. to understand her feelings. This approach helps him
Disadvantage: If you are too neutral you risk to understand how to best work with Paula on this
coming across as cold, or not valuing relationships project and leads to positive responses from her.
in business. People may find it difficult to connect This, in turn, helps lead to a positive outcome.
with you. 2
Statement 2 a say, describe
Advantage: If you show your feelings it can enable b important
you to build better relationships with others, as they c rushed
can see more of who you really are as a person and d mean
not just as a colleague or business partner. People
may perceive you as authentic. 4
Disadvantage: Being too emotional in business may Students’ own answers
be seen as unprofessional or inappropriate.
5
2A The four tips are:
1 Paula describes herself as expressive about her 1 Listen carefully to identify key words
feelings, and results-focused. 2 Try to understand by asking clarifying questions
2 Paula thinks Matt sounded tense. He said he has 3 Summarise to check understanding
concerns about Paula’s ability to meet her targets 4 Be open – don’t just focus on what you want to
and perform successfully on the team and is a little talk about
worried.
3 The issues raised by her previous line manager: 6
her ability to meet targets and perform as part of a Students’ own answers
team.
7
2B 1–3 a, d, g
It’s uncertain how their meeting will go. Paula has 4c
said she is expressive about her feelings and Matt 5e
is going to ask her about her poor past 6f
performance. She might not react well to this line of 7b
questioning. Matt may be too focused on project As an optional task students could think of another
success and results when speaking to her. way to complete each phrase, e.g. No, that’s not
really what I meant.
3A
Students’ own answers 8A
Possible answers
3B a What do you mean by a bit late?/ I can see you’re
Option A busy.
1 Matt focuses on points a, c and e. b How would you describe ‘difficult to work with’? /
2 Paula responds somewhat defensively. She Sorry, I don't understand what you said about
probably feels defensive and frustrated that this ‘difficult to work with’,
issue from a past project is coming up in her new c Why did you refuse the invitation?/I’m not clear
project. She might also feel that Matt is not listening about why you refused.
to her responses or trying to understand her d So, he doesn’t want to do any more business
perspective. trips./ OK, that’s useful to know.

e I can see you are upset./ OK, why don’t you tell 3A
me a bit more. Max
f Sorry, that’s not what I meant./No, that’s not what Positive: hard-working, flexible, good at working
I said. with both colleagues and customers, and has
relevant experience and skills.
Conversation 2 Negative: no regional sales experience, no driving
1 I need more staff in my department. licence. Not very organised.
8 I can see you are concerned. How many people John
do you need? Positive: hard-working, flexible, good at working
6 So, it’s important to have more staff because the with both colleagues and customers, has relevant
workload has gone up. experience and skills, good transferable skills, is
2 OK, why don’t you tell me (a bit more)? aware of weaknesses and is working on them,
5 Everyone is overworked. You see we have two taking driving test in two weeks.
major new clients. Negative: no driving licence. Not very good at
4 Sorry, I don't understand what has happened. administrative work and paperwork.
Why not?
7 Yes, that’s right. And John retired last month 3B
remember. 1 Why do you think you are the right person for this
3 Well, important tasks aren’t getting done. job? (Open question)
2 Have you ever worked in a regional sales team?
Conversation 3 (Closed question)
1 We should have a party soon. 3 Do you have a driving license? (Closed question)
5 No, that’s not what I said. I just want this one 4 Can you tell me about your weaknesses? (Open
party. question)
8 OK, I can see you’re excited about this. But I’m
not so sure. 3C
3 It’s just an excuse to see more of our friends. The interviewer uses a mix of open and closed
2 I’m not clear about what we’re celebrating. questions to get more or less detailed answers in
6 But why did you say you wanted to have it? each case.
4 So, it’s important for you to have lots of parties. Closed questions generally lead to answers such as
7 Because I think it’ll be fun. Yes or No, or short ones like single words.
Open questions give the person more freedom and
9 flexibility to give more or less detail.
Students’ own roleplays
4
1 In the first interview, Max answered closed
3.4 Business skills: Interviews questions in a closed way. In the second interview,
John answered closed questions with more details.
1
Especially when the answer might be bad for him,
1 Organisations hold interviews to check if the
he gave more details so he could focus on the
person can do the job (if they have the right skills
positive.
and qualifications) and if they are a good fit for the
If the answer to a closed question may be negative
organisation and the working environment.
for you, give more details about relevant and
2, 3, 4 Students’ own answers
related points that are positive and shift the focus
from the negative, e.g. John doesn’t have a driving
2A
licence, but emphasises the fact that he’s taking his
Suggested answers
test soon. He’s also aware that he isn’t good at
1a
paperwork, but is working on it.
2b
2 He says he has worked in different local offices of
3b
the same company so he has a good perspective
4b
on the balance between local and regional
priorities. While his experience is local, he has
2B
a good awareness of the sales focus from regional
perspectives, too. He has also indirectly supported
a regional project with local information.
3 Sue references why she has called him in for the
interview. This, in theory, should have given John

some confidence and removed any nerves he may 3B

have been feeling. Model answer
4 Students’ own answers Dear Mr Slater
I would like to apply for the position of Digital
5A Technology Sales Trainee as advertised on your
1 That’s a good question. website and which interests me very much.
2 It’s good you asked that. Having completed my degree in multimedia three
3 Could you tell me what a normal day or week in months ago, I am now looking for an opportunity to
this job would be like? use my skills working for an innovative company
4 So, what are the next steps? such as MolMedia. I have spent every vacation
5 When can I expect to hear from you? working in a similar company to yours. My duties
included calling potential clients and explaining how
5B we could help them, experience which is very
A: 3, 8 relevant to your vacancy.
B: 4, 6 This year my team and I have already won an
C: 1, 2 award for some of our designs, which have now
D: 5, 7 been entered into an international competition.
Being very competitive, we are hoping to win an
6A/B/C/D award there, too. I also represented my university at
Students’ own answers an international media conference in Barcelona last
year where I gave a presentation on new
developments in digital technology.
3.5 Writing skills: Covering letters I would very much appreciate having the
opportunity of an interview to learn more about your
1
company and demonstrate to you how I could be of
Para 2:
value to your company.
degrees = degree (singular noun), interntional =
I look forward to hearing from you.
international (spelling), experience = experienced
Yours sincerely
(adjective needed), we have won = we won (definite
past time – last year)
3C
Para 3:
spent last three = spent the last three (missing
article), helped me to increasing = helped me to
increase (infinitive needed), significant =
significantly (adverb needed as describes the verb Unit 4 Business strategy
increase, would be suitable = would be a suitable
(missing article) 4.1 Food industry strategies
Para 5: 1
look forward to hear = look forward to hearing (-ing 1 Students’ own answers
form needed) 2 Suggested answers
Students may feel food prices are always rising
2 although in general in Europe since the economic
1 enclosed crisis started in 2008 there has been enormous
2 vacancy competition in the food industry. Consumers are
3 advertised spending less on branded goods these days and
4 considered major food brands have seen their profit margins
5 have been slashed. There’s also been huge competition in
6 degree prices in the supermarket sector – more on this in
7 experience the Business workshop. People may mention global
8 exceeding concerns about obesity and the responsibilities of
9 confident the processed food and drink industry. Again,
10 allow lifestyle changes see more people eating ready
11 asset meals which are often not that fresh or healthy.
12 grateful
2
3A Kraft took over / acquired / bought / now owns
Students’ own answers Cadbury. Kraft merged with the other food giant
Heinz. The company is now called Kraft Heinz.

3 Students’ discuss their own ideas. The answer to

1 was poor item 3 is India and China in that order.
2 demand for (the)
3 its home U.S. market / the U.S. market / the USA 9A/B/C
4 costs (were too high) Students’ own answers
5 around the world / worldwide
6 cut costs
7 changing consumer preference 4.2 PEST analysis
8 rose 17%
1A
Suggested answers
4
1 You will need to find out what subjects you need
Students’ own discussion.
to study to get into medicine at university (e.g.
biology, chemistry) and choose those subjects. You
5
will need to find out which universities offer degrees
1 major player
in medicine and what type of applicants they
2 profit margin
accept. You could do some voluntary work for
3 emerging markets
a health organisation to get experience to support
4 takeover bid
your application, etc.
5 product lines
2 You could get a job to help pay for your driving
lessons or get some financial help from your family.
6
You need to find out where you can study for the
1b
license and how much it will cost. You’ll also need
2c
to calculate how long it will take you to past the test
3d
and what you will do if you fail. You will need to
4a
study for the theory test. You could get an
5f
experienced driver to help you with extra practice.
6g
3 You and your team members will need to prepare
7h
mentally and physically for the match. You may all
8e
need to study the rival’s tactics and adapt the way
you play in order to beat them.
7
4 You could plan your nutrition and exercise
1 acquisition
carefully for the year ahead, including dieting and
2 compete
joining a gym.
3 competitive
4 development
1B
5 developed
Suggested answers
6 expand
planning a wedding, organising a summer holiday,
7 expanding
deciding what to do with the children during the
8 fail
school holidays, getting to a more senior position in
9 growth
your profession, changing careers, finding a job
10 innovation
11 innovative
2
12 merge
Companies large and small in every industry, in
13 performance
every part of the world need a strategy or strategies
14 profit
in order to plan for the future and respond to an
15 risky
ever-changing environment. Also governments (and
16 success
NGOs) need strategies to help them to prepare for
17 successful
the future.
18 take over
3A
8
Political factors, Economic factors, Social factors,
1 competition
Technological factors
2 competitive
3 growing
4 growth
5 successful
6 succeed

3B 8
1 All four factors are external to the company / 1 must / has to
outside influences (and in general companies have 2 have to
little or no control over these factors). 3 mustn’t
2 PESTLE includes L for ‘Legal factors’ and E for 4 have to
‘Environmental factors’. 5 should
6 must
4A 7 should
1 stability or instability 8 don’t have to
2 employment
3 economic recession 9
4 exports and imports Students’ own answers
5 consumer preferences
6 growing 10
7 production lines Students’ own answers
8 smartphone
4B 4.3 Communication skills:

Students’ own ideas. Solving problems
Some suggestions:
Political: wars, diplomatic crises, levels of 1
corruption, nationalisation policies 1 Suggested answers
Economic: employment levels, salaries, interest Direct style
rates Advantage: People trust you.
Social: cultural differences, health concerns, Disadvantage: People think you are rude.
immigration Indirect style
Technological: rapid changes to technology and Advantage: People think you are polite.
products / IT systems becoming outdated Disadvantage: People don't believe you are saying
what you really think.
5A 2 Students’ own answers
Correct order: c, b, d, a
2A
5B 1 Not very happy as the Japan side has a three-
Example of an opportunity: a new technology to week delay.
improve production processes and reduce costs 2 Kenji lacks experience of international projects.
Example of a risk: if consumer demand is falling in Stefanie has provided little support as she has
one part of its market, should the company develop focused on Mexico.
new product lines? 3 Talk straight – tell Kenji that he has to perform or
he is off the project. Make his expectations as
6 project leader clear.
1d 4 He doesn’t want to offend Kenji by doing things in
2b what he thinks is a non-Japanese way – directly.
3c Also, Matt prefers a less direct approach in
4a general – it’s his personal style.
5c
2B
1 must / have to
2 don’t have to 3A
3 should Students’ own answers
4 shouldn’t
5 must / have to
6 will have to (no future form of ‘must’)

3B 7
Option A a) offering help: 2, 4
1 More than three weeks (a major delay) b) responding: 1, 3, 5, 6
2 Kenji says it is not ideal, but they are working very
hard here to correct things. Matt is not 8A
happy about what looks like an understatement of a) offering help: 1, 3, 4, 6
the seriousness of the situation. b) responding: 5, 7
3 Stefanie will fly to Tokyo and provide support; c) asking for help: 2, 8
Stefanie will talk to Kenji about this the next day.
Matt suggests the solution. 8B
4 Kenji, despite the initial upset of the direct Sentences 4 and 6 are informal. Note ‘give me/you
feedback, now sees it as a useful learning a hand’ is an informal way to ask for help. We can
experience. ask a question informally by just using the main
verb, e.g. ‘Want/Need a hand?’
Option B
1 Just over three weeks (a slight delay) 9A
2 Kenji admits they are struggling with resources Suggested answers
and workload of local projects which local 1 I can show you how it works if you like.
management wants to be prioritised. Matt shows 2 Let me open the window.
understanding and invites Kenji to come up with 3 Need a hand to look for them?
possible solutions. 4 Would you like me to get you a sandwich?
3 Stefanie will support Kenji and visit him on Friday,
and stay a week or so until things are back on track. 9B
Kenji will call Stefanie to confirm this and talk to Suggested answers
Matt again in a couple of weeks. 1 I think I can manage.
4 Matt had to make a second call to ensure things 2 Yes, that would be good.
happened as he wanted them to happen. The 3 Thanks for the offer, but I’ll be good.
project is back on track, and team spirit is high. 4 Thanks! I appreciate it.
4 10
1 In Option A, Matt focused very quickly on the Students’ own roleplays
problem – the three-week project delay – and said
very openly that he was unhappy. He disagreed
very strongly with Kenji’s explanation, and gave 4.4 Business skills:
Kenji the solution (Stefanie will talk to him and deal Problem-solving meetings
with things). In Option B, Matt asked about family at
the beginning, showed understanding, offered help 1
and negotiated a solution, with Kenji agreeing to Students’ own answers
call Stefanie.
2 Things went well in both videos. In Option A, Kenji 2A
accepted the feedback as a useful learning 1 The problem is a lack of language competence
experience. In Option B, Matt had to step in and among existing staff to deal with enquiries from
phone Stefanie, but there is a very positive team customers from new markets using their own
spirit in addition to the project being back on track. language.
3 Both are effective, depending on the situation. 2 Failure to deal with the problem could result in
losing these new customers.
5 3 Training internal staff, working via an external call
1 Direct communication can work, but it can create centre, hiring new people with relevant language
conflict, so use it carefully. skills
2 Indirect communication can work, but it can take
longer to be effective. 2B
3 Individuals should choose the communication 1 Recruitment of new people with the relevant
style which fits the situation, not simply the style language skills.
they prefer when solving problems. 2 Annette has to create a job description by the end
of the week, and advertise the post the following
6 week.

3 The problem will hopefully be solved by the end of 4.5 Writing skills:
the month (in three weeks) with the recruitment of
the new people. Reporting reasons and results
1
2C 1 reason
Suggested answers 2 result
All the team members are engaged at the beginning 3 result
and through the meeting. 4 reason
They work hard to define the problem. 5 result
They are creative and offer a lot of ideas 6 result
proactively.
They agree explicitly with the decision, and commit 2
to implement it. 1 because
Annette shows responsibility by offering to deal with 2 so
the job profile. 3 as a result of
Bibi shows commitment to the team by agreeing 4 resulting in
with the decision and offering to help. 5 due
Overall, the meeting was effective with a clear 6 has led
decision and way forward which everyone agreed 7 in order to
with. 8 has resulted in
3A 3A
a Habit 4 Suggested answers
b Habit 6 1 customers unhappy – unhelpful staff, poor-quality
c Habit 1 products, late deliveries, price increases
d Habit 5 2 staff unhappy – poor pay or working conditions,
e Habit 3 too much work, no pay increases, promotion difficult
f Habit 2 3 sales falling – out-of-date products, poor product
quality, weak advertising campaigns, prices too
3B high, not enough sales staff
Clarifying the problem
4 Can you explain again what the problem is 3B
exactly? Model answer
6 Why do you think this is such a problem? This report aims to outline problem areas within the
Suggesting a solution company and details reasons and results.
2 Would it be possible to train our people here to PROBLEMS
use different languages? Customer complaints
9 How about using a call centre? There has been a big increase in customer
Building on others’ ideas complaints over the past few months. The main
1 Just building on Roel’s idea, I think it’s easier to problem seems to be because customers are
hire than train. unable to get through to customer service by
5 To pick up on what Roel said, why don't we hire phone. Secondly, when they manage to speak to
people with the right skills? someone, staff are very rude and are unable to
Agreeing explain the situation to them. As a result many
7 I think that makes a lot of sense. customers have cancelled their contracts with us.
Disagreeing Phones not working
3 If we do that, it will just increase our costs. There appears to be a big problem with some of our
Offering to help phones, which do not work properly. We have
8 I’m happy to take that on. investigated and found that in order to reduce costs,
we had changed supplier, but some of the materials
4 proved to be substandard. This has resulted in the
Students’ own answers failure of two models and, to solve this, we have
had to replace many of the handsets.
5A/B/C/D

Poor network service courier companies are responsible for delivering

Some customers say they are experiencing poor goods
network service since there are not enough masts 4 couriers; couriers are people who deliver goods,
around the country and that their phones are whereas robots and drones are obviously not
useless in some areas. human
5 packed; damaged and broken are near
3C synonyms
Students’ own answers 6 badly; properly and correctly both mean
something is done well
7 congestion
Unit 5 Logistics 8 balanced; congested and crowded have the
meaning of being ‘full’; although congested is
5.1 Amazon usually used to talk about traffic but crowded refers
to the number of people
1
1 collection
2 2 deliver
1 Three people were interviewed: 3 distributor
Allen Lyall, Amazon’s Vice President of European 4 fulfilment
Operations 5 logistics
Jukka Rosenberg, Project Director of the drone 6 manufacture
postal service in Finland 7 operate
Jim McAuslan, a spokesperson for commercial 8 operation
pilots 9 package
Two new ways of delivering packages: delivery by 10 package
robot (using a mobile app); drones 11 packaging
12 produce
3 13 producer
1 False – One day Amazon dispatched 2.1 million 14 retail
items and last year a truck left the warehouse every 15 supply
two minutes thirty seconds. 16 supplier
2 True 17 transport (Br. Eng.)
3 True 18 transportation (Am. Eng.)
4 False – There are now robots that deliver
packages; customers arrange to collect their 8
goods/packages from the robot using a mobile 1 How feasible or safe is it for items to be delivery
app. delivered by drone where you live/work? Consider
5 True different kinds of good goods …
6 False – Airline pilots are worried about issues 2 What are the advantages and disadvantages of
such as safety and congestion. manufacturers (✓) using robotics (robot
technology) in warehouses?
4 3 If drones become a popular method of delivering
1 convenience, at home, left, pick them up, PIN goods to customers, how will supplies suppliers
2 robot, designed, goods, robot, app and distributes distributors need to adapt their
3 drones, drone, developed
operations (✓)?
4 order, delivered, drone, little
9A/B
5
Students’ own ideas and arguments
6 5.2 Driverless trucks

Suggested answers
1 items 1
2 transport Suggested answer
3 collection locker; this is a place where you can It’s possible because car manufacturers are
pick up your ordered goods; but postal services and testing new technologies and self-driving
systems. The driver in the picture can rest on

a long-haul journey, read a book and doesn’t need 7A

to use the steering wheel or pedals. There are 8 more examples of the passive in the
article.
2 1 technology developed in these areas will be used
Suggested answer in passenger cars. (para. 1) – future simple (‘will’)
1, 2 Students’ own answers 2 these commercial vehicles can be tested (para. 3)
3 the business of transporting things such as goods – modal passive
to the place where they are needed [uncountable 3 & 4 while the truck is unloaded, and then (is)
noun] loaded again (para. 4) – present simple
5 drivers can be given new tasks – modal passive
3 6 delivery van that was made by its Mercedes-Benz
Five automotive companies are mentioned: subsidiary – past simple
1 Volvo, the Swedish bus and lorry maker, 2 ZF, 7 & 8 It is equipped with drones to be used –
the German car parts maker, 3 Bosch, the world’s present simple & infinitive form in passive
largest automotive supplier by revenue, 4 Daimler,
the world’s biggest manufacturer of commercial 7B
vehicles, and 5 Mercedes-Benz, a subsidiary of 6 ... delivery van made by its Mercedes-Benz
Daimler. subsidiary. We use the preposition ‘by‘.
4 8
1 Because of the opportunities in buses and lorries 1 Has the order been delivered yet? (We can also
(public transport and long-haul freight), which are say, ‘Has the order been delivered already?’ to
ahead of passenger cars in self-driving systems. express great surprise.)
Technology developed in these areas will be used 2 The order hasn’t been delivered yet.
in passenger cars. 3/4 The order has just been delivered. / The order
2 buses = public transport has already been delivered.
lorries = long-haul freight (vehicles) / commercial 5 Have these invoices been paid yet? (We can also
vehicles say, ‘Have these invoices been paid already?’ or
3 Logistics and efficiency ‘Have these invoices already been paid’ to express
4 Because commercial vehicles can be tested in great surprise.)
areas far away from humans so people’s lives are 6 These invoices haven’t been paid yet.
not put at risk. 7/8 These invoices have just been paid. / These
5 (i) Technology used in lorries (to improve invoices have already been paid.
predictive cruise control systems) will be used in The most recent actions are: The order has just
other areas, including self-driving cars. been delivered, These invoices have just been paid.
(ii) We will probably see big advances in self-driving
technology because investments can reduce truck 9
operators’ costs. 1 In the last few years, self-driving systems for
6 (i) The driver will be able to get out of the truck lorries and buses have been developed.
and rest while it is unloaded and loaded. 2 Logistics and new technologies were talked
(ii) Drivers will be given new tasks to plan routes or about / were being talked about at the commercial
process shipping documents and will work more as vehicles trade show earlier this year.
logistics managers. 3 A self-driving lorry has already been designed by
7 Mercedes-Benz’s new delivery van is battery- ZF, the German car parts maker.
powered; it doesn’t have pedals or a steering wheel 4 New technology that has been developed for
and is equipped with drones. lorries in recent years hasn’t been developed yet in
8 There will be more changes to trucks than in the self-driving cars.
last 120 years, according to the head of Daimler’s 5 In a self-driving lorry, the driver can usually rest
buses and lorries unit. while goods are taken off and then (are) put on the
lorry.
5 6 In the future, logistical tasks such as processing
Students’ own answers shipping documents will be done / are going to be
done by truck drivers.
6 7 A new battery-powered delivery van has just been
Present Perfect Simple / Future Simple (will) – we revealed by Daimler.
don’t know, by automotive companies in general 8 Mercedes-Benz have shown that a delivery van
can be made without pedals or a steering wheel.

10A especially because of family issues, which could

Using a washing machine cause major problems.
10B/C Option B
Students’ own descriptions of processes 1 To share the costs between them (Matt will take
10%)
2 Matt’s team changed and added some
5.3 Communication skills: requirements which meant more resources, people
Collaborating were needed to be put into the project.
3 Give Raj someone from his internal IT team
1A 4 Successful in the sense that he now only pays
Students’ own answers 10% of the extra project of costs as agreed. The
placement of an internal IT staff member in the
1B project can help Matt manage the project better.
1F Raj is also motivated and positive relationships may
2T open up future contracts. However, Matt has the
3T problem of discussing with his own management
the extra cost of the internal project resource.
1C
1 Matt could react in a number of ways. He could 4
feel frustrated that the project is delayed and that Students’ own answers
costs will increase, especially as Raj promised to
solve the problems at their last meeting. 5
Alternatively, Matt may also have understanding 1) It's sometimes important to be demanding to get
and sympathy for Raj’s situation. a good result. However, demanding has risks – Raj
2 Matt could communicate in different ways. For is demotivated and may leave the project.
example, he might insist Raj meets the deadline 2) External parties can respond positively to
agreed at the first meeting and could refuse to pay a supportive approach. But you may need to invest
any additional costs. Alternatively, Matt may decide time and money to achieve an acceptable outcome.
to work positively and collaboratively to find a new 3) Be flexible and choose the style that best fits the
timeline and costing to manage the project. situation.
2 6
1 Matt thinks that Raj could not say ‘no’ directly Students’ own answers
when asked by Matt in the first meeting if he could
solve the problem. 7A
2 Stefanie thinks this cultural analysis is too 1 Expressing doubt
simplistic and stereotypical. 2 Expressing doubt
3 Stefanie thinks Matt should put pressure on Raj to 3 Direct agreement
make the project a priority, for example by calling 4 Direct agreement
his manager. 5 Direct agreement
4 Matt doesn’t want to make the atmosphere 6 Expressing doubt
difficult; Raj may react badly to pressure.
7B
3A Direct disagreement might cause offence in formal
Students’ own answers situations and with people we don’t know well. It’s
a common communication strategy to express
3B disagreement as doubt, at least at first. This allows
Option A people to explain an alternative point of view and
1 Increased costs, no clear timeline to sort out the explore the disagreement further.
technical problems
2 Risk of delaying the pilot, might lose customers 8A/B
3 Deliver all additional work at own cost Suggested models
4 Matt is successful in paying none of the extra M: We’re very busy. We need to cancel all staff
costs for the project, and the regular telephone calls holidays in August.
will help track and manage the project. However, S: I’m not sure that’s the best solution.
Raj may be demotivated and leave the project, M: Why not?

S: People might not be happy. Many of them Topic 2 (cancellation terms): Anne – 3 hours
have booked and paid for holidays. advance notice, Anders – 8 hours advance notice
M: I know they have, but we need them. Topic 3 (quality): Anne – book only 4-star hotels at
S: That’s one way of looking at it, but we could 3-star price, Anders – no change
find some temporary staff.
M: Good thinking. 3C
Topic 1 (price): 1.5% (review again in the future)
M: I think we should outsource the IT Topic 2 (cancellation terms): 6 hours’ notice for any
department. travel cancellation (allows same-day cancellation
S: I know it’s expensive, but they are also very for Anne’s company)
good at their jobs. Topic 3 (quality): book only 4-star hotels at 3-star
M: He is good yes, but the costs are very high. prices, but limit choice to two hotels per city location
S: I know you’re right, but we could discuss this
with the IT manager. 3D
M: That makes sense. 1 The 3-star hotel cost agreed is based on an
average of 3-star hotel prices in the city location.
M: Karine is the best person to negotiate with 2 Anne focuses back on a personal topic – the trip
these clients. to Stockholm. On the close of the negotiation, this is
S: That might not work. an approach which can work if the negotiation
M: Why not? ending is positive and it matches the general tone
S: Because she doesn’t speak very good of the relationship which exists between the two
English. Let’s send Patricia with her. negotiating parties.
M: That would be a good solution.
4
9A/B/C/D In general, it is very effective. It is well structured
Students’ own answers and clear about what is to be negotiated, and how
(Anders first, and then Anne). It is positive and
collaborative in tone, with both parties showing
5.4 Business skills: Negotiating flexibility. It is also successful in terms of outcome;
an agreement is reached which is acceptable to
1A/B/C
both parties.
5A
2A
The agenda lacks detail, but outlines a classic four-
a4
step approach for a negotiation with:
b 10
1 an opening, which will include confirmation of the
c1
agenda and possibly who is present
d 12
2 a proposal phase, where each party presents
e6
their view of the situation, with space for clarification
f2
3 a discussion or bargaining phase where
g9
proposals, responses and counter-proposals are
h5
made and agreement is reached
i 11
4 a final summary where the agreement (if reached)
j3
is confirmed, minuted and the next steps agreed.
k8
l7
3A
1 For pushing (i.e. insisting) to have the meeting at
5B
very short notice. It was urgent for her.
1c
2 Price, cancellation policy and quality.
2e
3 Anders to give his first ideas on these topics,
3b
based on previous meetings he had with his
4f
management.
5a
6d
3B
Topic 1 (price): Anne – 1.5% increase, Anders – 2%
6A/B/C/D
increase

5.5 Writing skills: over last guaranteed, will

month be forced to find
Letter of complaint another supplier
1
1 ordered 3B
2 delivered Model answer
3 assured
4 damaged Dear Sirs
5 calls Re: Order number 34B/101
6 respond On 12 November we placed an order for 1000 units
7 forced of your robot cleaning appliance, catalogue number
8 collect XYG54. You assured us that the delivery date
9 prompt would be 20 November. However, the goods did
not arrive until 23 November.
2 When we checked the items, we discovered that
1 ordered they were catalogue number XYG53 and not
2 damaged XYG54 as we had ordered. When we contacted
3 calls your company, they informed us that we had
4 assured us ordered XYG53 but I attach a copy of our original
5 contact order, which was correct. As this is obviously your
6 do not respond company’s mistake, we expect you to resolve the
7 shall be forced situation immediately.
8 request (that) We have been customers of your company for
9 (sincerely) hope several years now, and are surprised by this failure.
10 mutual satisfaction However, if you are unable to supply the correct
11 to receiving order, we will be forced to find another supplier.
Nevertheless, we sincerely hope that this matter
3A can be resolved to our mutual satisfaction
Suggested answers considering our good working relationship over the
PROBLEM DETAILS DEMAND years.
late month overdue immediate We look forward to receiving your prompt response.
payments payment/court
damaged scratched, replacement, 3C
goods broken, not refund, different Students’ own answers
working product
wrong order for collect and
goods correct goods, replace Unit 6 Entrepreneurs
reference immediately,
number, need discount/ 6.1 Fairphone
details of compensation 1
goods required 1 Some typical reasons and the kinds of businesses
and received entrepreneurs start tend to fall into three or four
invoice wrong goods, won’t pay until categories: a) They have lost their job or want
incorrect agreed price new invoice a change so they start a business doing similar
incorrect, received / send work. b) They have identified a business they like
discount not correct one and they want to do something similar. c) They
applied immediately can see a common problem and want to introduce
inferior cheap and if cannot supply a new service or product. d) They take over the
quality easily quality, we must running of a family business.
breakable, find another 2 Some people feel more comfortable about
materials used supplier running their own businesses, others prefer to work
not as good as for a company. Many people nowadays opt for the
usual product, stability of a secure job and run their own business
product fails to as well. These are often online businesses.
work 3 Suggested answers
late two deliveries if deliveries biggest attractions include freedom, creativity,
deliveries arrived late cannot be own boss, chance to make a lot of money;

biggest disadvantages include risk, loss of money, start-up – a new small company or business,
long hours, stress of responsibility especially one whose work involves technology
1 start-up
2 2 crowdfunding
Students’ own predictions 3 set up
3 7
Suggested answer 1 pitch
There are possibly three ways in which Fairphone 2 profit
could be described as ethical. Firstly, the company 3 go out of
aims to help the local economies where there are 4 business angel
mineral mines. Secondly, the design of the phone 5 funding
helps customers adapt their phones. Thirdly, the 6 target market
company recycles old phones.
8A
4 1 advice
1 campaign 2 founders
2 (metals and) minerals 3 growth
3 make a phone/device 4 financial
4 over forty/40 (people) 5 investment, backers
5 ten thousand/10,000 6 entrepreneurial
6 exchange and repair
7 over 60,000 8B
8 create change Students’ own discussion.
9 the biggest
10 a market/demand 9A/B
5
Suggested answers
1 People who want to build and repair their own 6.2 Young entrepreneurs
phones, people who are concerned about the
1
environment and the conflicts in the Eastern Congo,
Students’ own discussion
people who don’t see the need to buy the latest
smartphone every year or two.
2
1 prestigious
3 He wants people to know where the minerals for
2 well-known
phones come from, and that people are dying in
3 fashionable
wars which are being fought for these minerals. He
4 cool
also wants people to know that with a modular
5 reliable
phone, you can replace parts of the phone rather
6 high flyer
than the whole phone.
4 By sales and profits would be the usual measure,
3
but as this is a social enterprise, he will probably
Students’ own ideas from their country, region or
also measure its success by the help it brings to
town
local economies and communities in Eastern Congo
as well as how it reduces the impact on the
4A
environment by recycling minerals.
Students’ own predictions
5 He is pragmatic. He feels it’s necessary to show
that a more ethical business can be a success so
4B
that other corporations will follow the example.
Suggested answer
Ferry Unardi and his business partners had always
6
discussed the idea. They felt the time was right,
crowdfunding – a method of getting money for
with interested investors and a good consumer
something, for example a new business, by asking
base. Ferry said he had underestimated the speed
many people to give part of the money needed,
of change (in the Indonesian internet industry) when
often on the internet.
he arrived at Harvard.
set up – start a company, organisation, committee,
etc.

5 5 thought I would be
1 Traveloka is an online travel agency. It operates 6 I had never thought
like a search engine for the travel industry.
2 It takes 10–15 percent commission from the 9B
airlines and hotels for each booking made. Students’ own answers
3 It receives 10 million visitors a month, they have
partnerships with 33 airlines and hotels. 10A/B/C
4 It operates in Southeast Asia. Students’ own answers
5 He thinks computer programming is now more
popular and seen as a cool profession. 10D
6 He says he is ‘interested’ to see what type of Model email
people enter the industry and how they take it Guess what? I had an interview today with
forward. Given that he says the industry is now a business journalist which will be great publicity
fashionable and cool, the implication is that good for BIZGO. She asked me what my travel agency
people will be attracted to the industry and he feels did and I told her that we cater for the special needs
positive about it. of business travellers. She asked me what those
were so I gave her a few examples like hotel rooms
6 with big desks so they can work and 24-hour room
This is a subject of debate. Many rich entrepreneurs service. I also told her we were negotiating
believe luck has played a part in their success. partnerships with several hotels and airlines so
Others argue it’s all down to hard work and I could offer my clients the best deals on price.
determination. The reality is probably somewhere I also mentioned that we were planning to expand
in-between. There are also other common factors into Eastern Europe and Asia. I’ll let you know when
students might mention: social class, family wealth, the article is published.
education in prestigious institutions, industry and
financial contacts. Some entrepreneurs have not Model article
have these advantages but many more have. I interviewed Ruth Grant about her new online
travel agency BIZGO which caters for business
7A people. She told me she had travelled for work for
He told me the company had partnerships with many years and knew about the special needs of
33 airlines and hotels across Southeast Asia. business travellers. I asked her what some of these
He said his other partner had been a fellow intern special requirements were and she told me that
at Microsoft. they needed hotels with fast Wi-Fi connections,
I asked him if any businesses had inspired them. large desks in the rooms and 24-hour room service.
She said that she was negotiating partnerships with
7B several hotels and airlines so that she could offer
1 The verb tenses ‘shift back’, e.g. Present Simple her clients the best deals. I asked her which
changes to Past Simple, Past Simple to Past markets she operated in and she said she mainly
Perfect, etc. worked in Western Europe and the USA. She was
2 The object pronouns change, the verbs said and also planning to expand into Eastern Europe
told are used, the speech marks are removed. and Asia.
3 The verb asked is used, the word if or whether is
used and the tense shift is the same as in reported
statements. There is no auxiliary verb in reported 6.3 Communication skills:
questions. Influencing
8 1A/B
1 his family didn’t Students’ own answers.
2 me he had won
3 him if he missed 2A
4 said e-commerce would grow 1 Paula says she can ‘make a strong argument,
5 him how he had got backed with good reasoning’. And ‘I expect to get
what I want, I haven’t failed yet!’ (Matt also says
9A ‘Remember not to be too pushy.’)
1 (me) what I liked 2 Matt says that ‘Pedro likes to be involved in
2 her (that) I liked decision-making, he’s quite a collaborative guy
3 (me) if/whether I had and likes to give input.’
4 (that) I took 3 Suggested answer

Paula’s natural style of influencing sounds direct 6 That doesn’t have to be a problem. You could
and strong. This may not allow Pedro feel he can pay in instalments to spread the cost. Say
give input which may result in a negative outcome. 10 percent a month?
7 Is that interest-free?
2B 8 Yes, if I arrange that, do we have a deal?
1 pull, 2 push, 3 push, 4 pull 9 It sounds good. Yes, we do!
9A/B
3A Students’ own roleplays/answers
3B 6.4 Business skills:

Option A Presenting facts and figures
1T
3T 1
2T Students’ own answers
4F
5F 2
Suggested answers
Option B * Visual data should support your words when
1 It is most important for Pedro not to have to spend presenting, not distract from them.
a lot of time integrating the platform and managing * Tell the audience what they’re looking at.
the implementation. * Focus on key points.
2 He is also worried about their budget and the cost * Make it memorable.
of implementation. * Control what the audience can see. Use animation
3 She asks questions to find out more about to reveal data rather than all at once (tell a story).
Pedro’s concerns and then explains how they can * Keep the audience interested and curious.
help. * KISS (Keep It Short and Simple).
4 Yes, she does.
3A
4 1d
Students’ own answers 2g
3a
5 4h
We need to adapt our style to the needs of other 5b
people and the situation 6f
7e
6 8i
Students’ own answers 9c
7 3B
Acknowledge: 1 1 They make specialist and high-end cases for
Probe: 3, 4 mobile phones, tablets and laptops.
Answer: 2, 5 2 18–25 years and 25–30 years are their two
Close: 6 biggest age demographics.
3 The mobile sector is growing.
8 4 They don’t have enough stock.
Correct order: 5 Mobile cases – they see these as the big winner
1 I don’t know. It’s a lot of money. for the next two years at least.
2 I appreciate that this product is top of the range.
When you say a lot of money, what sort of price did 3C
you have in mind? Market growth: A
3 Well, you see, we’ve spent a lot on office Customer age demographic: C
equipment this year. And we can’t afford to spend Stock needs: F
more on it this year.
4 Sorry, the most important thing is your budget for
equipment this financial year?
5 Yes, that’s right. We can’t afford to buy it right
now.

4 because, without that belief, it will not sell. His

Part 1: the overview second point is the need for extensive market
1 next part research and to listen to people’s feedback. After
2 slide that comes good, step-by-step planning and time
3 pie management. According to him, a good plan is
4 right a map which can be redrawn if there are failures.
5 notice The best advice he was given was to listen to all the
6 graph advice offered, but to reject what felt wrong, but he
7 chart believes that asking for advice when it is needed is
8 hand over vital because no one is an expert in everything.
Managing finances carefully from the start is
Part 2: the details fundamental and becomes even more important
1 significant as the company grows and the amounts increase.
2 details When working with large retailers, he tells
3 show you entrepreneurs to negotiate hard for their desired
4 interesting unit price as retailers will always aim for the lowest
5 fact price possible. If the retailers want a product, it
6 think must be good, so the entrepreneur should not give
7 closely it away. In addition, close customer relations are
crucial because, without the customer, the business
5 will fail. Furthermore, becoming a leader and
Students’ own answers managing a company is hard, so learning to trust
key people and delegating work appropriately is
6A/B essential, although it is not easy when people are
Students’ own answers used to having total control. And finally, he
concludes that success requires hard work and
that the entrepreneur will probably work harder
6.5 Writing skills: Summarising than ever before.
1A
b to explain the background to his business
Unit 7 Working abroad
1C
1 estate agent 7.1 Global work cultures
2 wooden toys
3 craft fairs 1
4 target market 1 Students’ own answers
5 larger premises 2 Suggested answers
6 family savings learn the language, get to know the culture from
7 placing an order reading travel/cultural guides and watching
8 pitching documentaries, look for accommodation, find
9 business angels a suitable international school for my children, open
a bank account in that country, prepare to move
2 house, pack my suitcases, go on a short trip to
1 George Johnson, founder of GJWoodToys, check out the location before relocating, negotiate
explains how he began his business a better salary to compensate for relocation, sign up
2 huge, soon with a networking group to meet new people when
3 both the money and experience you get there, etc.
4 However, As a result, Finally 3 Students’ answers will vary depending on their
5 mentions that culture. They may say that it depends which country
the visitors come from but they could mention
3A differences regarding timetables, local customs,
Students’ own answers traditions and festivals, food and drink, etiquette
when communicating with people, e.g. working
3B hours, shaking hands / bowing / kissing when
Model answer greeting, meal times, etiquette when eating out,
George Johnson advises new entrepreneurs to giving eye contact, personal space when talking to
passionately believe in their product or service people, things to do / not to do when travelling on
public transport, etc.

2 7
1 Evelyn / Germany Students’ own answers
2 Rodrigo / Brazil
3 Marcus / Sweden 8A/B
4 Hanna / Poland Students’ own answers
3
1 Relocate to offices in different countries 7.2 Cultural anecdotes
2 It brings challenges. Foreign professionals have
1A
to learn about cultural issues like customs and
etiquette. They may find the way people
communicate and interact at work is different.
1B
3 They will be your friends for life if they make
Other ideas: reading travel/cultural guides,
friends with you.
preparing to move and packing, asking your
4 They tend to be very friendly and communicative.
company/organisation for advice about
5 Saying the wrong things at the wrong time but
relocation/studying abroad, going on a short trip in
learning the language quickly
advance to see what it’s like, finding a good school
6 Because Polish people tend to be more direct.
for your children (for those students with young
families), finding out about the culture’s values, e.g.
4
religious practices/holidays, talking to work
1M
colleagues / students from the other country
2E
before you go, etc.
3M
4H
2
5R
Speaker 1, talking about working in India: b, c and g
6H
Speaker 2, talking about working in Kenya: e and i
Speaker 3, talking about working with a U.S.
5
manager: a, d and h
1B
Item f is not used.
2C
3C
3
4A
Speaker 1
5B
1 False – there was a smell of incense burning
6 A, C
2 True
3 True
6A
Suggested answers
Speaker 2
1 indirect
4 True
2 unfriendly / reserved / shy
Speaker 3
3 informal
5 False – Shivani was working hard because her
4 dishonest
colleagues had fallen ill and she was covering for
5 unhelpful
them. When she didn’t send the figures, her
6 unkind / cruel
American boss sent her an email with a red flag,
7 impolite / rude
copying in all the team.
8 friendly / sociable / communicative / open /
6 False – Shivani’s boss wanted the figures by the
outgoing
end of the month, so when Shivani didn’t send
9 unsociable / uncommunicative / unfriendly /
them, her boss sent her an ‘angry’ email. (Shivani
reserved
hadn’t explained the situation to her boss because
10 disrespectful
she didn’t want to give a bad impression.)
6B
4
1 friendly
2 sociable
3 indirect, dishonest
5
4 helpful, unkind
1b
5 respectful, informal, impolite
2 c, b
3 b, a

6 3 This style is successful in that they made a quick

1d decision, though they might have been too quick
2a to decide and it’s not clear if they got buy-in from
3e Pedro. The end result was a decision, but can it
4c be seen as successful if relationships may be
5f damaged because of the process they used?
6b
Option B
7 1 Pedro reacts well to Paula’s flexible and
1 weren’t / were collaborative approach. But Susan becomes
2 was travelling / asked / earned impatient with this approach.
3 was still studying / got / didn’t accept 2 The launch in September is agreed. It was
4 joined / couldn’t / became Susan’s idea when she finally came in and took
5 were negotiating / did you find / thought control.
6 were doing (did) / were / held 3 This style was good for developing the
relationship between Paula and Pedro. However, it
8A/B may have been too indecisive and time-consuming
Sample anecdote for Susan, who interrupted and took control.
A few years ago, I was working in the USA. The end result was a decision, but can it be seen
Working for a huge IT corporation in the States had as successful if relationships may be damaged
so many benefits. People could do whatever they because of the process they used?
liked in their work area, for example, they had lunch
at their desks, they played basketball or video 4
games in the breaks, things like that. Once, when Suggested answers
I was going into the kitchen, I was surprised when 1 Paula seems more comfortable with Pedro’s
I saw a colleague lying on the floor. I asked him if communication style which is collaborative and
he was feeling all right. He said he was praying. He similar to her own. Susan’s style was very quick
was a practising Muslim who prayed at work in the and decisive which Paula wasn’t able to handle
Sujood position. I had never seen that kind of well in Option A.
practice in my country. Such activities were 2 Paula probably felt very frustrated at the end of
tolerated in the USA as it didn’t affect business. Option A as she wasn’t able to participate at all and
didn’t have the chance to find out about Pedro’s
views. Stefanie probably felt happy with the process
7.3 Communication skills: and the result in Option A as it was driven by her
Decision-making preferred style.
Paula probably felt a bit happier with the process
1A/B in Option B as she found out more about Pedro’s
Students’ own answers priorities. Although the agreed date is the same as
in Option A, Pedro has raised the need for a pilot.
2 Paula still wasn’t able to discuss all the points she
1 Stefanie wants to set a date for the launch. Paula wanted to though. Stefanie is probably happy with
wants to understand more about how Susan and the outcome in Option B but may be frustrated with
Pedro work, and think about a launch date later. the process as it took longer to reach a decision.
2 Stefanie wants to suggest a date she thinks is
best. Paula wants to talk to Susan and Pedro 5
and collectively decide on the best date. The three cultural differences are: attitudes to
3 Stefanie and Paula have differing approaches. decision-making (target-driven vs. consensus-
This may cause friction during the client meeting. oriented), time and deadlines (fixed vs. flexible),
and hierarchy.(flat hierarchy = discussion; hierarchy
3A important = less discussion / disagreement).
Students’ own answers The recommendation for overcoming these in
business is to observe others, then discuss
3B a preferred approach.
Option A
1 Susan reacts well to the direct and decisive 6
approach. Pedro seems hesitant. Students’ own answers
2 They decide to launch in September. It was
Stefanie’s idea and supported by Susan.

7 interest in the topics they raise. They may therefore

1 keen think he is uninterested or has poor communication
2 prefer to skills.
3 happy to
4 want 2C
5 sure 1 Peter ties to take an interest in the others’
interests. He gives Tadashi more time to think,
8A reflect and talk. He tries to identify something
1b Tadashi is passionate about and then lets him talk.
2c He then brings Pilar into the conversation by asking
3e her about her family.
4g 2 They talk about Tadashi’s work, Peter’s holiday
5a and family.
6d 3 Strategies 1, 2, 4, 6 and 8.
7f
2D
8B 1 He concludes that first impressions are often
don’t mind based on assumptions and they can often be
wrong.
9 2 His reflection included evidence of strategies 1, 3,
1 booking 5, 6, 7 and 8.
2 looked
3 were 3A
4 would cancel 2 e iii
5 to do 3bv
6 chose 4 a iv
7 not to increase 5di
8 going
3B
1ci
7.4 Business skills: 2 a iii
Relationship-building 3 b ii
1A/B 3C
Students’ own answers Students’ own answers
2A 4A/B/C/D
Students’ own answers Students’ own answers
2B
1 work, politics (elections) 7.5 Writing skills:
2 work, hobbies/interests, family making recommendations
3 Strategies 1 and 6
4 Suggested answers 1
Tadashi gives very short answers and doesn’t ask Recently it has become obvious that staff need to
follow-up questions so Peter may think he is be trained in cross-cultural working as we now have
unfriendly, shy or that he isn’t confident speaking in several project teams with members from different
English. countries. For these projects to be most effective, it
Pilar gives very short answers about her job but is advisable that everyone is aware of the cultural
offers more information about her family and background of each team member. If people are not
hobbies. Peter may get the impression that she is familiar with the differences, then cultural problems
not very interested in or serious about her work. will become more complicated. Consequently, to
5 Suggested answers avoid misunderstandings, it is essential that
They may feel that they are being interrogated by everyone in the team learns how each culture
Peter. He asks a lot of questions and asks follow-up differs.
questions on the same topic even when they have We therefore suggest that all staff in these teams
indicated that they are not comfortable discussing it. do a suitable cross-cultural training course. You
He doesn’t adapt his style to theirs or express ought to do this quickly because, unless training

is arranged with immediate effect, some projects also for anyone else who may be involved in cross-
will probably suffer. If this happened, it would be cultural working in the future.
a disaster for the company.
Our recommendation would be to organise a course 3C
for the staff immediately. Another suggestion is to Students’ own answers
visit the other countries. If team members visited
other members in their own countries, they would
get to know each other better and develop better Unit 8 Leadership
working relationships.
8.1 Learning to lead
2
1 advisable 1A
2 would Students’ own discussion
3 obvious 1 The ‘great man theory’ assumes that leaders are
4 suggest ‘born not made’, i.e. they have an innate
5 ought combination of ability and personal characteristics.
Students might want to explore the 19th century
3A Great man theory some more and reflect on how
Hi Josh history is taught. More recent theories argue that
I’ve just get (= got) your email about the supplier leadership is not ‘a gene’ that only a special class
problem. Have you tried talk (= talking) to Salvador of charismatic men and women possess.
Greco, the boss, about the delivery problems? You 2 The core ingredients of leadership may be
ought (= should or ought to) speak to him universal, e.g. good judgement, integrity and
immediately. However, make sure that you aren’t people skills. There may also be cultural elements
too direct about the business. He’ll probably will in successful leadership style.
ask about general things first. He’ll think your 3 A popular answer is leaders have people who
(= you’re) rude if you start with the business chat follow them while managers have people who work
immediately. for them. Many people find themselves promoted
Unfortunately, unless (= if) the problem continues, into management roles and then have to learn to
you will have to find a new supplier. We don’t lead in order to get the team to follow them and
(= can’t) afford to delay production any more. You’d share their vision of success.
better to start looking for alternative suppliers if you
can’t speak to Salvador. 1B
Suggested answers
3B good judgement, integrity, people skills, good
Model answer communication skills
Cross-cultural project teams
There have been several problems recently with 2
our cross-cultural teams. It seems that some of the Students’ own discussion
team members are not getting on with each other
and this is causing serious delays and 3
misunderstandings. 2 (16) veterinary students
Firstly, the most important thing to do would be to 3 to test their leadership abilities (in real-life
get feedback from every team member, focusing situations)
on both the strengths and the weaknesses of their 4 She is team leader.
teams. I would then advise the company to provide 5 He supervises Nadia and is her mentor.
training for all project team members immediately. If
possible, the company should also try to arrange for 4
team members to meet face-to-face so that they 1 F – They travel to South Africa for the show.
can get to know each other better and understand 2 F – She admits people can be quite intimidated
their different cultures. If it becomes apparent that by her.
there are still problems, then one thing which could 3T
be done is to move team members from one team 4 F – He was unhappy because they took a long
to another. However, it is hoped that this will not be time (15 minutes) to complete the task.
necessary. 5T
In conclusion, I would strongly recommend that you 6 F – He said she never asked the team for their
organise training for current team members and opinion about what they should do.

5 10B
Students’ own discussion Model answer
1 Suggested answers I think country and western singer Dolly Parton is
She has a strong personality, is a high achiever and a great leader in her profession. She was born in
seems confident, which are useful qualities for Tennessee, in 1946. She grew up in a big family
a leader. However, she is loud and recognises she and started performing and writing her own songs
intimidates people so she might not be well-liked by at an early age. Many of her songs, like Jolene and
her future staff. She likes to be in control which I Will Always Love You, are classics.
could make her an autocratic leader who micro- She’s also a successful businesswoman. Her
manages her staff. multimillion-dollar business empire includes the
2 These questions are debatable. One of the Dollywood theme park in her hometown, which has
students themselves said that ‘we needed just created jobs for the community. She also owns
one person to (like kind of) control the operation.’ restaurants, radio stations and publishing
3 Suggested answers companies. Parton attributes her business sense
It’s good to ask questions all the time in order to get to her father, a farmer, and her creativity to her
feedback from staff on how their work is going. It’s mother. I admire her because she’s a talented,
also vital to ask questions when you are looking for hard-working woman with a great sense of humour.
solutions to problems or trying to make
improvements. A good leader knows how to ask the
right questions. The leader needs to take control in 8.2 Neuroleadership
an emergency, if a quick decision is needed, or if
1
there are vast differences of interests and opinions,
1f
if there are employees not doing their job well or
2a
bullying other staff.
3e
4 It is entertainment in that there is drama and
4b
wildlife. It is educational in the sense that viewers
5d
can reflect with the contestants on their leadership
6c
abilities and hear Steve’s advice.
2
6
1 d delegate tasks
2 c run a team
3A
3 a make (key) decisions
4 b take on responsibility
3B
7
a In principle it is a good idea to train leaders’
1 delegate
brains to improve their skills.
2 prioritise
3 trust
4
4 set
1 They are excited and keen to find out more.
5 run
2 That managers were all the same
6 trust
(interchangeable) and then later studies suggested
7 cope with
that different managers’ personalities and mindsets
8 win
had different impacts on an organisation.
3 Neuroscience research has the potential to help
8
companies and managers change their
1c
personalities and mindsets through new training
2f
and development courses.
3a
4 frugal, selfish, altruistic, unscrupulous, risk-
4d
averse, entrepreneurial
5b
5 Because it could be used for unethical reasons,
6e
e.g. bad or short-term goals.
6 motivation, will, years of practice (time), reflection,
9
feedback
10A

5A 2 We use commas before and after this non-

1 non-defining defining relative clause.
2 non-defining 3 There are no commas because this is a defining
3 defining relative clause.
4 defining 4 We use commas before and after this non-
defining relative clause.
5B 5 There are no commas because this is a defining
1 which relative clause; you can omit the relative pronoun
2 who where because it refers to the object of the verb.
3 which 6 We use a comma before this non-defining
4 that relative clause.
Other common relative pronouns: when, where,
whose (also whom though this is not covered 8A/B
at B1+ level) Students’ own answers
6A
1 who / that 8.3 Communication skills:
2 whose Giving and receiving feedback
3 which / that
4 when
5 which / that 1
6 who / that 1 Students’ own answers
7 where 2 Suggested answer
8 who / that Feedback is important in business because without
it we don’t know what we are doing well or where
6B we can improve. So the risk is that we might
It is possible to omit the relative pronoun in become demotivated if we are not aware of success
sentences 3, 4, 6 and 8. and positive elements of our work. Conversely, if
In a defining relative clause when the relative we are not hearing feedback about how we can
pronoun refers to the object of the verb we can develop, we may then develop at a slower pace
omit it. However, we cannot omit the relative or not at all – this can also be detrimental to the
pronoun in a defining relative clause when it refers organisation.
to the subject of the verb (as in sentences 1 and 5).
Nor can we leave out the pronoun in a non-defining 2
relative clause. Matt is hoping to get some positive feedback which
will confirm what he did well and that he was
7A successful in his role. He’s also interested in getting
1 The workshop (which/that) she planned to attend some developmental feedback about things the
was cancelled at the last minute. team think he could improve on.
2 Leading a team, which I wouldn’t like to do, must
be very difficult. 3A
3 The university where I studied has a course on Students’ own answers
neuroleadership.
4 Her book, which was published last year, instantly 3B
became a bestseller. Option A
5 The restaurant where we often go for lunch has a 1 He did a good job communicating with the team
good selection of desserts. / The restaurant we and keeping them informed. He asked Stefanie to
often go to for lunch has a good selection of help out Kenji when he had some difficulties. He
desserts. gave Paula some coaching and some tips for
6 London, which is the capital of the UK, is an presentations.
expensive city. 2 He reacts positively and is motivated.
3 There is a positive atmosphere, Matt feels
7B validated and motivated. However, the exchange of
1 There are no commas because this is a defining looks at the end indicates that the team had more to
relative clause; you can omit the relative pronoun say. They may have started with positive comments
which/that because it refers to the object of the before going on to make developmental comments.
verb. They don’t get the chance to make these comments

as Matt takes the positive feedback to mean that 8A

there are no issues to discuss. Model answers
1 I think in future if you contribute a little more
Option B in meetings that might be good for your self-
1 He could have had some individual calls with confidence.
each team member before the project kicked off, so 2 You did a very good job explaining our position,
that everyone had a clear idea of their role. He but you could have given them more chances to
shouldn’t have waited until things were urgent speak, that would have been good.
before passing them on to others. He should 3 Not a big deal, but people have noticed that you
communicate a timeline in future so that people can sometimes arrive later. Remember to get to work
plan their workload more effectively. on time or please talk to me if there’s a problem.
2 He reacts defensively. He may feel the feedback
is only negative and might struggle to maintain 8B
motivation if there isn’t anything positive. Students’ own answers
3 The team members each have an opportunity to
give their developmental comments. However, the 9A/B
focus of what each person says is on ‘what didn’t Students’ own roleplays
work’ rather than specifics of ‘what could be done
better next time’ and the comments are not
balanced with positive comments. As a result Matt 8.4 Business skills:
feels defensive and there is tense atmosphere by Leading meetings
the end. This may make it more difficult to work
together again in the future. 1
3C
1 They are preparing for a presentation to senior
4 management at the end of the month.
Giving feedback 2 To decide which information John will present and
1 Motivate people by focusing on things which which tasks each of them will do to prepare.
have been done well. 3
2 Help people improve by focusing on areas in a focus on the goal
which they can develop. b collect ideas
Receiving feedback c discuss the ideas
1 Feedback is valuable. Actively ask for it. d choose the best options
2 Listen to feedback first without disagreeing or e assign tasks
making excuses about potentially negative points.
Then decide later if you want to act on it. 3
Overall conclusion 2, 3, 4, 7
Use a balanced approach of both positive and
developmental feedback. Positive feedback 4A
reaffirms someone’s actions and position and The action points were:
is good for their motivation, though without Angela – prepare two slides on the designs update.
developmental feedback they may not be aware Philippe – prepare an overview of the media
of any areas in which they can improve. campaign and the timeline for what will happen.
Bettina – prepare an overview of the market
5 research results.
Students’ own answers John – prepare some brief information on the
overall timeline and where they expect to be in
6 the next two months.
Positive feedback: 1, 4
Developmental feedback: 2, 3, 5, 6, 7 4B
1, 4, 5, 6
7
1 Thank
2 Explore
3 Respond and reflect

5A 3A
1called Model answer
2 goal Dear José
3 focusing As you missed this morning’s sales department
4 thinking meeting, here is a summary of the decisions made.
Firstly, it was decided that Sylvie du Martin would
5B be the best person to chair the International Sales
1 important Mangers’ meeting next month.
2 limit Unfortunately, with regard to improving
3 back communication between Production and Sales,
4 concern we were unable to reach a consensus, so it
5 agenda appears that the same problems with Production
will continue for now.
5C Finally, a social event has been arranged on Friday
1 This has been a very productive meeting. evening next week in order to try and resolve the
2 It was useful to talk through both our successes situation informally.
and areas for concern.
3 The action points from this meeting are … 3B
4 Philippe, you’ll prepare an overview of the media Model answer
campaign Dear team
5 Is everyone OK with their tasks? This is to inform you of the decisions made at
6 Does anyone have any questions about what they Monday’s sales meeting.
have to do? Firstly, regarding the point about customer
7 Let’s meet again to finalise everything at 2 p.m. feedback on the new product range, it was agreed
on Friday next week. that all customers will be asked to do an online
8 Please send me your completed tasks before survey as soon as possible. It was also thought
close of business on Thursday. that we could encourage them to participate by
offering some kind of incentive.
6A/B/C With regard to the replacement team leader for
Students own’ answers national sales, we are very happy to announce that
we decided that John Hedges should take on that
7 role. He has been a regional team leader with us
Students’ own answers for two years and we are sure he will do an
excellent job.
The lack of staff training for new staff was also
8.5 Writing skills: discussed and we reached an agreement about
Informing of a decision giving more training to new team members. We
agreed that we would contact the training company
1 immediately to arrange this.
1 leedership = leadership Unfortunately, we were unable to come to an
2 succesor = successor agreement on conference dates for this year, so
3 apointed = appointed they are still to be confirmed. However, we agreed
4 subsidary = subsidiary on two potential venues for the conference.
5 bored = board
6 experiense = experience
7 finaly = finally
8 departement = department
2
1 inform
2 announce
3 consensus
4 agreed
5 reach
6 came
7 tell
8 know
9 couldn’t

Business workshop 1 company spends money on staff meals and

entertainment. They want staff to like actually
1 being at the office rather than choosing to work
1 ‘arbejdsglæde’ means ‘happiness at work’ from home.
2 Suggested answers A small but growing number of companies in
people in dark, noisy offices with very little personal Poland are introducing features found in hi-tech
space may feel more stressed and therefore less U.S. companies in order to attract the most talented
happy and productive. People with more space and young employees. These include areas designed
nicer views from the window may feel more relaxed for different types of work, such as creative spaces
at work and therefore happier and more productive. with walls for writing notes; ‘silence boxes’, where
Office temperature and lighting can also affect people can concentrate in peace, as well as
a person’s productivity. relaxation rooms with games consoles and
3 Students’ own anecdotes and experiences spacious kitchens with full fridges. Some modern
office buildings now have restaurants, hotel-like
2A lounges in the reception, cycle racks and showers
1 nicer communal areas as well as green areas with ponds, amphitheatres,
2 more private meeting rooms, bigger personal art galleries and cafés.
work space
3 half / 50 percent of 6A/B
4 access to outdoors Students’ own ideas
5 work away from the office
7
2B Students’ own ideas
Suggested answers
The survey suggests that staff want more space in
general, including personal workspace as well as Business workshop 2
private meeting rooms and nicer communal areas
1
where staff can gather. It also seems clear that staff
1 Kloze-Zone is a successful Japanese fast-fashion
don’t like current noise levels nor the fact that they
retailer that has expanded globally.
don’t have much ‘visual and acoustic privacy’,
2 It has a reputation for quality clothing for young
perhaps when talking on the phone or from being
people at affordable prices.
seen by colleagues and managers.
3 The assistant store managers have to help the
store manager, supervise staff, deal with deliveries,
3
help customers, etc.
The first speaker talks about b) the office layout.
4 The Berlin store has problems with its brand
The second speaker talks about c) the general
awareness, poor sales, long queues and
impression.
demotivated staff, while shop assistants say they
The third speaker talks about a) the communal
are under-staffed and work long hours.
areas.
5 If they solve these problems, the assistant store
manager will be promoted in the near future.
4
Speaker 1 wants more flexible work spaces such as
2A
more meeting rooms and quiet zones for individual
Suggested answers
work.
Speaker 2 wants the office design, furniture and  Do you think the window displays are
artwork to reflect the company’s innovative, fun- attractive? / Do the window displays attract
loving, techy image of itself. customers in your age group?
Speaker 3 wants to have more public spaces for  What do you think of the store’s promotional
communication and collaboration between offers compared to other retailers?
departments such as a bigger kitchen/dining room,  Are you happy with in-store customer service?
a ping-pong table and an outside space where staff Are store staff always helpful, friendly and polite?
can go.  What do you think of the customer service when
you are using the fitting rooms? Are staff helpful in
5A/B the fitting rooms? Do you have to wait long to try on
Suggested answers clothes? Are there enough fitting rooms?
GoCardless in London has an open-plan design,  Do you have to wait long to pay for items? How
informal furniture (picnic tables) and game consoles long do you have to wait on average? Are you
(Xbox) to create an informal atmosphere. The satisfied with the payment experience?

2B 7
Suggested answers Model answer
• Does the store provide enough training? Are Dear Bernd Franzke,
there opportunities for promotion? At our meeting, we decided that the promotional
• What do you think of the working hours, breaks event needs to be original and fun to engage
and holidays? / Are you happy with the working customers. We suggest a fun-run in collaboration
hours, breaks and holidays? with a well-known gym. Participants will receive a
• What do you think of the staff discount free T-shirt and shopping bag with the company
compared to other retailers where you have logo and the new slogan: ‘Look good; feel great’.
worked? The marketing campaign will have the same slogan
• What do you think of the staff turnover rate? Do and will use traditional advertising as well as
you think it’s higher or lower than other retailers? interactive marketing, usingsocial media to attract
• Do you think Kloze-Zone is a good place to younger consumers.
work? Would you recommend working for the The campaign will focus on the excellent design
store to your family and friends? and good value of our products as our consumer
ratings in these areas are very good.
3A In addition, we want to highlight that we are now
a Speaker 1 using new technologies to improve customer
b Speaker 3 service – for example, three stores are trialling an
c Speaker 5 app that lets shop assistants know when a loyal
d Speaker 2 customer enters the store. We can use the social
e Speaker 3 media campaign to get customers to sign up for this
f Speaker 4 service.
g Speaker 6 We look forward to receiving your feedback.
i Speaker 6 Regards,
Valentina De Angelis
3B
a customers
b customers Business workshop 3
c staff
1
d customers
1 Social Media Manager
e customers
2 Media Solutions, a company that specialises in
f both customers and staff
media and PR (Public Relations) solutions for
g staff
clients around the world
h both customers and staff
3 The candidate should have relevant experience in
social media and experience in communication and
4
marketing is also required (proven track record).
Suggested answers
Previous experience in management is not
The bar chart shows a lower customer service
necessary
rating of only 40 percent for Kloze-Zone, which
4 The candidate must be a team player, they must
should be higher. In-store experience is also very
be able to work to tight deadlines and, if possible,
poor at 40 percent, while Fun & Sun has a slightly
speak languages. They also want someone who
higher rating of 60 percent. The consumer rating for
has a passion for social media (a social media
innovation is also lower than that of its competitor,
addict).
at 60 percent. However, as we can see, both
fashion retailers have excellent design, which
consumers rate at 80 percent. They also think both
7 Suggested answers
brands offer good value for money. But the worst
It’s more immediate and engaging. A video CV
thing is that brand awareness is much lower for
would test a candidate’s communication skills and
Kloze-Zone: it’s only 55 percent compared to Fun &
whether they are confident and good at speaking in
Sun’s 75 percent.
public. It would also test their level of English.
5/6
2
Suggested answer
A candidate who loves working with social media,
has excellent communication skills, is a team
player, is good at writing, can meet deadlines, and

is good at languages. Has experience in social candidate needs to be someone with very good
media, marketing or PR. communication skills and she says she has
excellent written communication and language
3A skills. I’d prefer someone who can write well and
Suggested answers her CV is more complete than Birte’s.
Amalia
Qualities/experience: highly-qualified with I’d hire Cindy because she ‘has a proven track
experience in marketing; hard-working, reliable, record of achieving excellent results.’ I also think we
good communication skills especially writing; should hire her because she has experience
language skills working as a Customer Service Manager in a call
First impressions: seems a bit shy and nervous, but centre, although she has only worked in marketing
comes across as conscientious, reliable and as an intern for six months. Another reason to hire
friendly. She looks smart but is older than the other Cindy is that she spent one year doing the Erasmus
candidates. This could be an advantage or a exchange programme in the University of
disadvantage. Copenhagen, Denmark, which is an advantage. I’d
Birte prefer someone who works well in a team and who
Qualities/experience: a degree in marketing and did is more results-orientated. Her CV is also more
an internship (in father’s company). She doesn’t complete than Birte’s.
have much experience but she is social, creative,
loves sports and social media, I wouldn’t employ Birte because her CV is poorly
First impressions: is wearing sports clothes in the organised and incomplete compared to Amalia’s
video which is very informal but it gets our attention. and Cindy’s. However, she is a possible candidate
She comes across as very communicative, because she has a degree in Marketing and Event
confident and very motivated which helps to Management. She doesn’t seem to have much
compensate for her lack of experience. work experience, apart from working as a children’s
Cindy Taekwondo instructor, as a monitor in a summer
Qualities/experience: She doesn’t have a degree in camp and doing voluntary work. But she comes
marketing/communication, but she is currently across as enthusiastic – she says she loves social
working as a manager, so has experience of media and writes a blog, which is very useful for
deadlines and working under pressure. She is this post.
studying marketing online, loves social media and
writes a blog in her free time. 5
First impressions: comes across quite well in the Both Amalia and Cindy’s emails/letters are well-
video CV, although she does get distracted by her written in a formal style. Birte’s email has spelling
phone at one point. Cindy dresses smartly and and punctuation mistakes e.g. ‘i’ and is much too
comes across as confident. informal.
Students’ own choice of candidate based on the
3B video CVs and the covering letters: probably either
Suggested answers Amalia or Cindy.
Birte and Cindy are good at selling themselves.
6
4A Students’ own answers; the candidates give
Suggested headings interesting answers for different reasons, and all of
1 Personal information / Contact information the candidates refer to their proudest moment being
2 Profile / Personal summary related to social media. Although both Amalia’s and
3 Work Experience / Employment History Birte’s achievements are not work-related, they are
4 Education / Qualifications perhaps more inspiring and engaging than Cindy’s.
5 (Hobbies and) Interests
7
4B Students role-play the second interview
Suggested answers
I’d hire Amalia because of her experience as 8A/B
a Marketing and PR professional, she has managed Students’ own answers depending on the second
people while working as an assistant store manager interviews. But students will probably have chosen
and she is used to working in a team. I also think either Cindy or Amalia, although Amalia seems too
we should employ Amalia because she has studied nervous or shy for the position. Birte has a degree
Communications and Public Relations, which would in marketing and lots of enthusiasm but her social
be very useful for the post. In addition, the media presence might be inappropriate in

a business context when dealing with key clients. 4A

Colleagues also might find her difficult to work Students’ own ideas
with because she has a strong personality and C&C is a discount supermarket.
is over-confident. Mulberry’s is one of the major players in the food
Other factors that could influence their choice of retail industry.
candidate: references, and, from the candidates’ White’s is a high-end food retailer.
perspective, the pay and working conditions, e.g.
Cindy might prefer to carry on working in the call 4B
centre. Mulberry’s
1 It makes very little profit from online shopping due
to delivery costs. It has cut costs by introducing
Business workshop 4 self-service checkouts.
2 Stores are big, there are self-service checkouts,
1
it probably takes a long time to choose and shop.
Suggested answers
3 Vast, overwhelming for customers.
Large supermarket: cheaper, especially when
4 It risks losing market share to discounters, it has
buying in bulk, special offers, much more choice,
high distribution costs due to the wide product
further to travel, more time shopping, tendency to
ranges, its out-of-town hypermarkets are losing
buy more than you need
business and revenue due to changing consumer
Local stores: more expensive, less choice,
habits, it needs to stop discounters from taking its
convenient, closer to home, saves time, less waste,
market share.
more ‘human’ way to shop, easier to shop for
White’s
a couple of items
1 It does not compete on price with the big
supermarkets and discounters.
2
2 There are lots of staff.
3 high-quality, premium, specialist
4 It needs to keep innovating to meet the needs of
3A
demanding customers paying premium prices.
The four ways to shop are: at a hypermarket, at
C&C
a smaller neighbourhood shop, online with home
1 Cheapest price guaranteed
delivery and the Click & Collect option to buy online
2 Old-fashioned store design and poor cleanliness
but collect the shopping yourself.
3 Very limited – under 800 items
The reasons for the change is that consumers want
4 Its cheapest price guaranteed strategy will not
more convenience, e.g. shops closer to home or
allow it to grow in the future. At the same time it
work and online shopping. This is because they are
needs to spend money on improving stores, and
busy and want to spend less time shopping. They
introducing fresh produce, all of which will initially
also want to waste less.
increase costs.
Students own discussion about other changing
consumer habits, e.g. younger consumers order
more takeaway food and eat out more than in
5A
the past.
Market share: 16% Mulberry’s; 6% C&C;
5% White’s
3B
Product range on sale: 25,000 Mulberry’s;
Suggested answers
10,000 White’s; under 800 (750) C&C
Supermarkets may need to sell off some less
Suggested answer: Mulberry’s product range is
frequented ‘big box’ stores and find smaller
probably too big and C&C’s is too small.
locations in high street, town/city centre locations.
They may also need to think about how to rent out
5B
underused retail space in hypermarkets or convert
Mulberry’s has the most to lose because it has high
these into warehouses for online shopping orders.
distribution costs due to a massive product range
They may need to invest in further online shopping
and unprofitable online shopping, a large number of
options such as Click & Collect.
increasingly unpopular hypermarkets, and intense
competition from discounters who are driving prices
down.

6A/B Ted also mentions that people are worried about

Students’ own answers robots taking their jobs.
Ted adds that HR want to discuss possible job
7 losses, although some employees can be re-
White’s has introduced a loyalty scheme to provide trained.
better value, expanded its own brand range and 3 Anna is more in favour of automation: ‘We have
promises ‘price matches’ with major supermarket to move with the times,’ ‘we need this automation
chains like Mulberry. It’s also investing in if we’re going to stay competitive.’ and ‘It’s going to
promotions pushing into food-to-go. make everything much easier.’
Mulberry’s ‘back-to-basics’ strategy includes selling Ted is more skeptical: ‘What do we do when the
off non-core activities, spending less on special robots break down?’, ‘Are there local people who
promotions in order to simplify its strategy and also can fix it?’, ‘We’re going to be taken over by robots.’
cutting the number of product ranges to 20,000 to 4 There will be two interviews. Tadeusz will
cut costs. interview the supplier from Singapore and Anna
C&C has just announced its ambitious expansion will talk to the supplier from Japan. They will then
plan including the construction of 50 new stores and compare notes.
it will refurbish 150 existing stores. The retailer is
also doubling its product range including more fresh 4A
meat and a new own-brand low-price luxury range Suggested answers
to rival the main supermarket chains. Supplier A: Novarobot, Singapore
Strength(s): They are specialists in industrial
automation. They have worked with clients in
Business workshop 5 Poland. They offer an easy/smooth transition period
between manual and automated systems.
1
Installation: They will install the automated system
1 a quality furniture manufacturing company based
in two phases: three days are required for each
in Poznań, Poland
phase. It can be done over a weekend.
2 The Minister of Development wants Polish
Guarantee: They offer a two-year guarantee.
furniture to be exported all over the world with
Training: Basic training is provided during
a ‘Made in Poland’ label.
installation.
3 To minimise human error, avoid damage and deal
Maintenance: They offer a maintenance inspection
more efficiently with the goods being prepared for
once a year, free of charge for the first two years.
shipment.
After that you can call an emergency hotline and
speak to an engineer 24 hours a day. Technicians
2A/B
deal with problems via email or videoconference.
Students’ own answers; one possible option is:
(The cost of this is not specified – Ted asks for
1 price
details and costs of after-sales service to be
2 quality
provided)
3 after-sales service and maintenance
Discounts offered: not mentioned
4 guarantees
Payment terms: to be discussed
5 delivery terms
Supplier B: Bot-automation, Japan
Other factors could include: installation procedures;
Strength(s): They have experience in mobile
training for operating the robots, instruction
robotics, motor control and industrial automation.
manuals in Polish, not just English, shipping agents,
They have won awards and are an ISO certified
possible job losses and impact on the employees,
company. They say they give customised solutions.
etc.
Installation: There is no transition period. They
suggest the warehouse stops operations for six–
3
seven days; it can be done Sat–Fri in a holiday
Suggested answers
period.
1 Quality – Anna says both suppliers offer quality
Guarantee: They offer an eighteen-month
automation.
guarantee.
Price – Ted is worried about costs and thinks the
Training: Two specialist technicians provide training
Japanese supplier will be expensive.
and manuals in English are provided. Basic
Maintenance – Ted is also concerned about this.
maintenance can be solved by the client’s staff.
2 Anna says both suppliers provide training.
Maintenance: Technicians offer help via emergency
Anna is concerned about the transition period,
hotline/teleconference; they will visit the warehouse
when they’ll have to deal with the old system and
in 36 hours if complex maintenance is needed in
the new technology at the same time.

the first 18 months. But there will be an additional We look forward to doing business with you.
cost for after-sales service after that. Yours sincerely
Discounts offered: If the client orders a fourth robot, Mr Tadeusz Walentowicz
Bot-automation will offer a discount for the after- Company Director
sales service. Meble BDB
Payment terms: to be discussed
4B Business workshop 6
Students’ own answers. Students might say the
1
Japanese supplier seems to have more experience,
1–3 Students’ own answers
they provide customised solutions and perhaps
4 Note that small backers do not generally get
offer better training with two specialist technicians.
offered equity/shares in a company. This reward
The Japanese supplier also offers a discount if they
is reserved for large investors such as business
buy a fourth robot.
angels and venture capital firms. Instead, smaller
On the other hand, the Singaporean supplier has
contributors typically receive free samples of
already worked with clients in Poland, offers
products, customised goods, discounts and their
a longer guarantee period (two years), and their
names mentioned in film credits.
after-sales service includes a maintenance
inspection once a year with a 24 hour emergency
2
hotline.
Speaker 1 wants money to replace costumes
and equipment destroyed in a fire.
5A/B/C
Speaker 2 wants money to develop a mobile app.
Students roleplay part one of the negotiation.
Speaker 3 wants money to the cover the production
costs of its travel guides.
6
3
1 events and festivals
7
2 hit by disaster
Students role-play part two of the negotiation to
3 costumes and equipment
finalise terms and conditions.
4 insurance company
5 world tour
8A/B
6 design your own
Model answer
7 organic cotton
Dear Mr King/Izumi,
8 our mobile app
We hope you had a safe journey home. Following
9 order
our recent discussions, we would like to confirm
10 smartphones (anytime, anywhere)
that we have chosen your company, Novarobot/Bot-
11 an audio guide
automation to implement a new automation system
12 free to download
using robotics technology in our furniture
13 (just) ten euros
warehouse in Poznań.
14 70 percent
As discussed, we will order four robots, models
15 cover the cost
B1297Mh_002 for the total amount of €1.8m.
Terms and conditions of payment are as follows:
4
20% payment on signing the contract
1c
30% payment on installation
2e
50% payment after a trial period of six months.
3a
We understand there will be a guarantee period
4d
of 18 months, after which you will offer us your
5b
complete after-sales service at a 20% discount.
In addition, we have agreed to an installation period
5A
of 6–7 consecutive days, which will take place from
A Students’ own response to questions
27th December to 3rd January.
Could you please send us a copy of the contract
5B
with the details? Please do not hesitate to ask if
Suggested answers
you have any questions.
Ben Fischer’s Theatre Company could ask the
public to crowdfund the company’s future
productions for rewards such as theatre tickets, bit

parts in the plays, VIP seats, discounts and a night 2C

out with the actors. Students’ own answers
Alison’s Tees could ask for funding to expand into
other products, e.g. own-design jewellery, bags, 3A
accessories, other clothes also children’s ware. Speaker 1: family members often work together,
Rewards could include special discounts on business relationships are built on trust, it is rude
products, fast delivery and first choice on to say ‘no’
personalised products. Backers could also model Speaker 2: face-to-face meetings are preferred,
the clothes on her website. they’re not very punctual, they are multi-active,
Holidapp could extend audio guides into Australia, they believe in first impressions
Asia and Africa in the coming years. Rewards could
include free and unlimited access to a percentage 3B
of the developed guides depending on the size of Speaker 3 says the manager seemed very indirect
the backer’s contribution. direct/abrupt. She says it’s good to have an agenda
a purpose to a meeting, but in their culture, they
6/7/8 always make coffee conversation / small talk before
Students’ own answers getting down to business. It’s important to get the
number of to know the other person to establish
a conflictive good/positive/relaxed atmosphere and
Business workshop 7 they like to do business with people they don’t like.
Speaker 4 thinks the Dutch sales representative
1
didn’t talk talked a lot and didn’t understand
1 Connecting Cultures offers cross-cultural training
Japanese their market. The visitor thought they had
for businesses.
finished the meal meeting, when they had only
2 Dutch employees often go on business trips and
started! The sales rep seemed a little emotional
have meetings with colleagues and sales staff from
annoyed when he said he would check with his
around the world, including Europe, Japan, India
boss. He was surprised that she quickly confirmed
and Brazil.
points that they had hadn’t agreed on. Hopefully,
3 International employees say some managers
the next meeting will be more musical harmonious.
are not familiar with working practices in different
cultures and often come across as very direct, even
3C
impolite. (Dutch managers have also requested
Suggested answers
cultural training to improve their communication and
Speaker 1: making small talk and getting to know
understanding of international markets.)
a business partner is very important in business in
4 If the course is successful, Betker Finance will
multi-active cultures, e.g. Indians will also ask quite
offer similar cultural training to all its employees (i.e.
direct questions about your family and marital
more business for Connecting Cultures).
status. Business relationships are built on trust
and business visitors should be aware that family
2A
members often work together in countries like India
1 No; It’s ‘the way we do things around here. This is
and China. To avoid misunderstandings, it is rude
true for a region, a community, business sector, or
to say ‘no’. For example, certain cultures will not
any organisation’, not just a nationality.
turn down a request at the risk of offending the
2 If can differ in areas such as being direct, or
other person – this would cause embarrassment
attitudes to time.
or ‘loss of face’.
3 No: ‘an individual may not share the same
Speaker 2: in order to have successful business
characteristics as the “national” character. We
relationships, be aware that face-to-face meetings
should NEVER fall into the trap of stereotyping
are preferred in multi-active cultures. These
people … ’.
cultures are usually not very punctual but there are
4 Students’ own answers.
individuals and regions that are exceptions, e.g.
punctuality is admired in the north of Italy. In
2B
addition, multi-active cultures such as the Italian
The following topics are mentioned:
one give a lot of importance to first impressions,
Student A reads about 1) time, Student B reads
although this is also true of many business cultures.
about 2) Directness vs. indirectness, and
Speaker 3: In linear-active cultures like the
3) Individualism vs. collectivisim, Student C
American one, or even in the Netherlands,
reads about 4) Linear-active, Multi-active or
Switzerland, Austria and Germany, people prefer to
Reactive cultures, and 5) Authority and hierarchy.
get straight down to business without making small
talk. However in multi-active cultures, like Brazil,

Argentina or Saudi Arabia, people prefer to get to Please find attached the details of [Group X’s]
know their business partner before talking business. proposal including costs.
To avoid misunderstandings, it would be best to Do not hesitate to contact me if you require further
check these preferences before meetings and trips. information.
Speaker 4: reactive and linear cultures have very Regards,
different attitudes to time. A reactive culture like the
Japanese one would expect a business deal to
consist of various meetings or negotiations before Business workshop 8
making a final decision. Reactive cultures place
1
a lot of emphasis on authority and will not make
Suggested answers
individual decisions before consulting a superior.
1 Consumer electronics products include: washing
In addition, the collective, or group, has more
machines, dishwashers, fridge-freezers,
importance than the individual. They are very used
microwaves, toasters, food mixers, TVs, computer
to working in teams and will take decisions as
consoles, etc.
a team, so it’s important to make sure that you
2 Adopting English makes it easier to recruit
are talking to the right person, that is, the decision-
globally (including board members), reach global
maker in a meeting. Asian cultures will say ‘yes’ to
markets, work in global production teams and
confirm they are listening, not that they have
integrate foreign staff.
agreed. In a meeting, they prefer to listen rather
3 A new graduate may need lots of basic on-the-job
than talk. So, in order to avoid misunderstanding,
skills training as well as more formal courses such
it’s very important to check understanding during
as giving presentations, time management and use
and at the end of a meeting or phone call, for
of a company’s software and intranet.
example, using open questions, rather than closed
4 Managers might need different types of training
questions.
(including peer training, coaching and mentoring)
as their careers develop and they take on different
4A/B/C
roles. Employees today also need access to
Students’ own presentations and discussions
continual training in order to perform better as well
as keep up with trends, e.g. in technologies, global
5
markets, the changing workforce and new
Model answer
management theory. Training helps to keep staff
Dear … ,
motivated and focused on the company’s goals.
Following the presentations we have seen today,
5 Pros: internal recruits know the company’s
I’d like to confirm that we think [Group X] is the best
business well and have ‘grown’ with the
choice for providing cultural training for our staff.
organisation. It also motivates staff to know they
They gave a presentation that dealt with many
have a career path within the company. It is quicker
cultural issues that we need to consider when doing
for the staff to find a suitable replacement when
business with our international colleagues and
a member of staff retires or leaves the company.
clients.
Cons: It takes time and money to develop staff so it
They described five key areas that our managers
could be quicker and easier to recruit people
should focus on when communicating in meetings
externally with the appropriate skills. Also, people
and teleconferences:
from outside the company will come with a different
• attitudes to time
perspective and ways of thinking and working.
• being direct vs. indirect
• the importance of the individual vs. the
2
collective or group
Cris Martinez is Senior Finance Manager. (He says
• cultures that are linear-active, like ours, or
he reports to the Chief Financial Officer.)
multi-active or reactive, as in many Asian
Alex Cortés is Operations Manager. (She has to
countries
make sure the day-to-day business runs smoothly
• different attitudes to authority and hierarchy
and she negotiates with suppliers and clients.)
The consultants gave us some useful advice and
Danni Lee is a Trainee Sales Manager. (He
specific examples of how we can improve
graduated and joined the company recently so we
communication when doing business abroad, which
can assume he is in a relatively junior position.)
I think will be very useful for staff and improve our
business relationships.
3
We have, therefore, decided to start intensive
1 (generic) training
training courses for our managers as from next
2 network
month, and later offer the training for the rest of
3 (other) senior managers
our staff in the Netherlands office.

4 talent development
5 better results
6 suppliers and clients
7 communicating in English
8 fluency
9 the right things
10 (quite) stressed
11 Excel
12 lead a team
4
Cris Martinez seems most resistant because he
has done a lot of training in the past and wants
something different. His suggestion for a network of
mutually supporting senior managers is something
many top companies have implemented.
5
1 time management
2 coaching
3 presentations
4 executive decision-making
5 team-building
6
a4
b1
c2
d 2, 3 and 5
e 2 and 5
7
Students’ own discussion
8
9
Model answer
I would like to apply for the three-day intensive
presentation skills course. In my role as a project
manager I regularly have to give presentations to
colleagues throughout the company. I therefore feel
comfortable when giving talks in my own language.
However, I have recently started working on a new
international project and I realise that I am out of my
comfort zone when I have to present to a group in
English. I feel particularly uncertain about the
language I need to describe graphs and the
strategies I could use to deal with audience
questions. I would welcome the opportunity to
practise my English skills so that I can gain more
confidence and sound more persuasive.

Review 1 Review 2
1 1
1 involves 1 approach
2 reports 2 history
3 for 3 stretching
4 leads 4 devalued
5 Head 5 loyalty
6 after 6 marketing
7 with 7 base
8 makes 8 growth
9 care 9 core
10 charge 10 venture
2 2
1 ’m going to get 1 Recently
2 opens 2 and
3 Are we going to sell 3 Then
4 ’s going to ask 4 In addition
5 are you meeting 5 Although
6 I’m going to 6 Now
7 ’s going to snow
8 ’m seeing 3
1 Have you tried
3 2 We need
1 not bad, not bad 3 It’s important
2 A bit of a delay 4 You shouldn’t
3 Have you met 5 Why don’t we
4 see you again 6 this would be
5 in such a rush
6 let’s go and say hello 4
7 in person 1 begin
8 first time 2 Firstly
9 for coming 3 take
4 Finally
4 5 earlier
1 offer 6 important
2 would 7 more
3 based 8 listening
4 report
5 worked 5
6 join 1h
7 free 2e
3f
5 4d
1i 5g
2d 6c
3j 7a
4a 8b
5e
6g
7h
8b
9c
10 f

Review 3 9 margin
10 risks
1
1 jobseeker 2
2 applied 1 innovative
3 employer 2 expansion
4 come 3 failure
5 competitive 4 acquisition
6 gained 5 took over
7 internship 6 succeeds
8 motivated
9 stand 3
10 sort 1 shouldn’t
11 clichés 2 don’t have to
12 character 3 must
4 should
2 5 should
1 what degree you did 6 mustn’t
2 why you want to work for us
3 where you expect to be in five years’ time 4
4 what my responsibilities will be 1 Would you like me
5 why you think you’re the right person for this job 2 Thanks for
6 how long you were working in China 3 I can manage
4 Is there anything else
3 5 I’d really like
1 tell me a bit more 6 Would you mind
2 exactly do you mean 7 would be
3 don’t understand what 8 Need a hand
4 what I meant
5 you are frustrated 5A
1 explain
4 2 possible
1 time 3 do
2 about 4 pick
3 like 5 makes
4 with 6 take
5 hear
5B
5 a5
1 attached b4
2 completed c1
3 considered d3
4 post e6
5 proved f2
6 appreciate
6
1 Sales fell due to poor product quality.
Review 4 2 Poor product quality (has) led to unhappy
1 customers.
1 takeover 3 As a result of (the) high costs, customers bought
2 lines cheaper rival products. / Customers bought cheaper
3 emerging rival products as a result of (the) high costs.
4 major 4 The product was redesigned in order to attract
5 tackle new customers.
6 missed 5 The new strategy resulted in production problems.
7 developed
8 cut

Review 5 Review 6
1 1
1 courier 1 advice
2 postal 2 set up
3 congestion 3 target market
4 lockers 4 start-ups
5 properly 5 go out of
6 profit
2 7 founders
1 delivery 8 angel
2 manufacturers 9 investment
3 distribution 10 funding
4 logistician 11 financial
5 packaging 12 crowdfunding
6 operate
7 packages 2
1 had finished by lunchtime that
3 2 what my plan for the new business was / what my
1 must be bought plan was for the new business
2 has already been found 3 9that) they wouldn’t be working here/there
3 will be launched 4 if/whether he had been working in hospitality
4 has just been changed 5 (that) the Sales Manager would visit (them) the
5 wasn’t finished on time following/next
6 couldn’t be returned 6 could finish the report then
7 where I worked
4
1 agree at all 3
2 I’m not sure that’s 1 address
3 rubbish 2 sounds
4 I’m afraid 3 mind
5 might work 4 aware
6 That makes 5 spread
6 free
7 appreciate
5A
1 sound 4
2 proposal 1 part
3 Good 2 slide
4 reasonable 3 pie
5 start 4 notice
4 line
5B 6 significant
a3 7 closely
b5 8 interesting
c2
d1 5
e4 1a
2c
6 3e
1 received 4b
2 Unfortunately 5d
3 respond
4 forced
5 request
6 resolved
7 satisfaction

Review 7 4 advice
5 were
1 6 ought
1 fluent
2 be put off
3 come across Review 8
4 tend to
1
5 common
1 make
6 alone
2 cope
3 delegate
2
4 gives
1 unsociable
5 takes
2 unfriendly
6 trust
3 disrespectful
7 won
4 dishonest
8 prioritise
5 informal
9 sets
6 unhelpful
10 praise
3
2A
1 was working
1 which
2 made
2 where
3 involved
3 which
4 (had) recruited
4 who
5 prepared
5 whose
6 insisted
6 who
7 resigned
7 whose
8 returned
8 when
9 had warned
10 hadn’t listened
2B
11 hadn’t been able / wasn’t/weren’t able
We can use that in sentence 6.
12 couldn’t
We can omit the relative pronoun in sentence 8.
4
3
1 I’d cancel the meeting
1 job
2 We don’t mind
2 feel
3 I’d prefer it if
3 bear
4 not pay in advance
4 impressed
5 The boss isn’t keen
5 appreciate
6 to change the design
6 account
5
1a
4
2j
1 coming
3g
2 called
4d
3 goal
5l
4 focusing
6k
5 concern
7f
6 agenda
8b
9i
5
10 h
1d
11 c
2e
12 e
3g
4a
6
5f
1 obvious
6b
2 recommend
7c
3 advisable

Unit 1 Organisation: Coursebook Answer Key

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Unit 1 Organisation: Coursebook Answer Key

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Coursebook answer key

© Pearson Education 2018 1

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3A 8 It has launched three hotels so far but it will

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Woman (fictional) as the UN ambassador for the 7

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Countries of operation: Five

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I’m afraid I can’t make it. – SF 3

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3.2 Job interview questions 5

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3 Matt makes statements rather than asking more

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some confidence and removed any nerves he may 3B

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3 Students’ discuss their own ideas. The answer to

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4B 4.3 Communication skills:

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Poor network service courier companies are responsible for delivering

6 5.2 Driverless trucks

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a long-haul journey, read a book and doesn’t need 7A

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10A especially because of family issues, which could

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5.5 Writing skills: over last guaranteed, will

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3B 6.4 Business skills:

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4 because, without that belief, it will not sell. His

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6 3 This style is successful in that they made a quick

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7 interest in the topics they raise. They may therefore

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5A 2 We use commas before and after this non-

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as Matt takes the positive feedback to mean that 8A

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Business workshop 1 company spends money on staff meals and

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a business context when dealing with key clients. 4A

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