ENGLISH F R II\ RN I N L

ENCLISH F R I]\ RN I N L

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 INTRODUCTION
English f r l t r ti l Tourism is three-level series
designed to meet the English language needs of
professionals working in the tourism industry and students
of tourism in further education. h course includes
authentic material taken from D rli g i d rsl
acclaimed Eyewitness r l Guides which l r some
{ the w rld top tourist destinations. The course helps
you to:
build confidence in professional skills such as dealing
with enquiries. marketing destinations, ff ri g advice,
negotiating, writing emails and speaking to groups
. develop language awareness through an integrated
grammar and skills syllabus
. acquire the specialized vocabulary needed tourism
professionals
practise language skills in reaIistic Case studies that
reflect issues in the tourist industry today.
structure of the coursebook
The coursebook contains ten units and two Review
and consolidation sections. Each unit is divided into
four lessons. The Unit Menu shows you the key l r i g
objective of the lesson. Each unit has the same structure:
. vocabulary lesson
. grammar lesson
. professional skills lesson
case study r tourism-related game.
KEY VOCABULARY
The vocabulary lessons introduce and practise many
words and expressions required in the tourism industry
introduced through either reading text r listening.
the end of the lesson you will better able to use the
specialist vocabulary in appropriate tourism contexts. At
the end of each unit there is Word that provides
selection of words and phrases fr m the unit and
r f r to the Mini-dictionary the DVD-ROM.
$
KEY GRAMMAR
l the gr mm r lessons key aspects of gr mm r that r
essential for progress at this level r presented within
authentic tourism context. These lessons include
clear explanations and activities designed to help you
understand and use the language effectively. the
end of the lesson you will to use the gr mm r
m r confidently. F r additional su t there is
comprehensive Gr mm r r f r at the back of the
coursebook.
PRoFESSloNAL SKlLLS
The Professional skills lessons provide you with the
tu it to l r and practise effective interpersonaI
and business skills which r essential job requirement
in the travel and tourism industries. you will learn
professional skills ranging from dealing with customer
enquiries and meeting clients' needs to r
ri g
guided tour r presentation.
CASE STUDlES
Each unit ends with Case study linked to the u it
tourism theme. h case studies r based on realistic
tourism issues r situations and are designed to motivate
and actively engage you in seeking solutio s-Jlrey use
the language and professional skills which you have
acquired while working through the unit and involve you
in discussin9 the issues and recommending solutions
through active group work.
Language skilIs
Speaking skills: Each unit provides you with r g of
speaking activities. The irw rk tasks r designed to
provide you with furth r oppo tunities to communicate
i realistic d motivating tourism-related contexts.
The Case studies require you to 9 g in extended
communication about topical issues in the tourism
industry. At each level further speaking practice is
il in tourism-related board game.
Listening skills: Each unit contains several listening tasks
developed around topics related to the travel industry.
range of British, American and other international
native and non-native speakers are featured, helping you
understand how people speak English in different parts of
the world. Audio scripts of the recordings r il at
the back of the coursebook.
Reading practice: Reading texts feature regularly in the
units providing you with variety of texts and topics that
you r likely to u t r in tourism context.
Writing practice: ln the writing sections you will write
real texts related to the tourism workplace such as emails
and tour itineraries. At each level th r are also writing
tasks to help you get .job in tourism. Models of text
types r il in the Writing Bank at the back of the
coursebook.
Workplace skills
Working with m rs: Throughout the course there
r sections that help you to manipulate numbers in
English, which is vital skill i the travel and tourism
workplace.
Research tasks: Each unit contains r m r research
tasks that r 9 you to l r tourism-related issues
the internet r in your local environment.
Private study
Workbook separate Workbook with CD provides
you with extra tasks for study at home r i class. There
r two versions of the workbook - one with the sw r
key f r private study and one without key which
used the teacher f r tr practice in class.
DVD-ROM: The course has DVD-ROM designed to
used alongside the Coursebook or as free-standing
video { r private study. The DVD-ROM is attached to
the back of the Coursebook and provides you with five
authentic films featuring different aspects of tourism. Each
film has ri t worksheet, transcript and key to
the exercises, These films give you the tu it to
listen to variety of native and non-native speakers using
English as international langua9e in five authentic
documentary videos. Additionally, the DVD-ROM has
comprehensive Mini-dictionary featuring r 00 tourism-
related terms along with their definitions, pronunciation
and example sentences. The DVD-ROM also contains the
files of the coursebook audio material.
professional exams
i
English f r l t r ti l urism is recommended
t
r r ti for the LCC| English for tourism exams
(www.lcci.org.uk).
 {i

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iust im | g*if
 Continuous aspect The history of Using visuals il r .
1 ,10
. tourism .12-13 . 14-15
Trends i tourism .
.8-15 Tourist motivations -
push and pull factors
.9
D s ri i g visuaIs
.1

countable and Advertising d Maintaining lm r gdi

2 u u t l u s website
u i it r fil
Get the message . 16 . 16 . 20 .22-2
.16-2 Web words
.17
collocations
p.]9

Making predictions - Brands and r di g Creating business lnvest in hote

J degrees of certainty plan
.24 . O- 1
Hotel branding .26 Boutique hotels .2 -29
. 24- 'l . 25, ,

Hotels of the future

.26-27

Reporting verbs Chairing meeting Develop

4 Tourism
community
d
. 5 . 6- 7 eco-reSort
Sustainability . . 8-39
. 2- 9 Ecotourism
. 4- 5
V r + noun
collocations
.

Airport facilities Dealing with difficult Develop ir t

5 situations infrastructure
.40-41
Come fly with ir rt security .44-45 .46-47
me
procedures
.4 47 .424

Review and consolidation 1 .4 -51

 Describing Working as
6 Talking about the
paSt h rit g site guide
tour Design museum
exhibition
Heritage .5 .5 . 56-57 . 5 -59
, 52-59 r hit tur
. 55
Guiding expressions
. 56-57

Hypothetical collocations with Understanding Make festivaI

7 situ ations V t contracts profitable
Managing events .61 .60 .64-65 .66-67
.60*67 Event management
.62-6
contracts
. 64-65

Dependent Applying for job Recruit the right

prepositions . -70 perSon
Careers .71 Remuneration .74-75
.6 -75 .69
Adjectives
describing
personality
.70

Relative clauses Food Giving feedback

9 Plan new iti r r
.79 .7 6 . O- 1 . 82- 3
Gastronomy uli r tourism
. 76-8 .77
Describing food
. 78

Modal r s Types of risk Dealing with crises Game: The Olympic

10
. 87 .84 . - 9 Game
Risk .90-91
Risk prevention
p.84-9]
. 84
Adventure sports
.

Review and consolidation 2 .92-95

Writing bank .96-101 Pairworkfiles . 102*1'l0 Gr mm r r f r . 111-115 Audio script . 116-128
 Grammar: continuous aspect
Vocabulary: tourist motivations, describing visuals
Professional skills: using visuals
Case study: Getaway r l - tailor package
|,
Keaqlng
HlSToRY F ToURlSN/l
ý Read about the history of tourism and put the paragraphs in chronological order ('1-6).
_ With great deal of time to spend in leisure
pursuits - u d r m r r Claudius, there were 159
u |i holidays - the Roman aristocracy had ample
opportunity to go out of town for pleasure and
relaxation. The most popular destination was the
of Naples, just four days' journey from Rome
down the paved Via Domitiana. With
itinerarium- list of villages and cities and the
distances between them, which could purchased
{rom street vendor - visitors knew i advance
what facilities their chosen accommodation offered.
_ During the Age of the Enlightenment in the
eighteenth tur , it was f shi f r young
aristocrats to travel r u d Europe for up to three
years in order to visit and study great works of rt
and r hit t r and to improve their education.
This was known as the Grand Tour and took place
in Paris, Fl r , Rome and Venice.
_ Throughout history, people have always found
r s s to travel. h O|ympic Games gave the
ancient Greeks opportunity to leave h m every
four years to watch the competitions. They also
travelled to temples erected in h ur of the god of
healing d medicine, in the hope of i g cured.
ý Read the texts in Exercise 'l again and tick (/) the reasons for travel mentioned.
1 amusement
2 _ business
3 education
D_ urism. in the modern sense, dates back to
the nineteenth century, when Thomas Cook first
exploited the opportunity for short organized trips.
l 1845 he h rt r d train and offered ]50-km
ursi with pre-paid accommodation and list
of department stores to visit. lt was not l g before
he was taking parties to Switzerland, ltaly, Egypt
and the united states on all-inclusive tours.
_ The r| twentieth tur was the golden
age f r the luxury cruise industry. Places like
Havana, Miami and Beirut a|ways had ship in port,
with passengers on ' ruis and stay' voyages. But
holidays r d w r still only f r the affluent and it
was not until the 1970s and 80s that ordinary
people who wanted to get away and enjoy
themselves abroad were able to do so. Mass
tourism was gi i g to take off.
F _ Getting fr m to in the Middle Ages was
often difficult and d g r us but pilgrims traversed
l g distances to visit the Holy Land r famous
shrines, such as the one at Santiago de Compostela
i Spain, and this created demand for inns and
hostelries for overnight stay.
4 health 7_ rt
5 _ religion 8 _ visiting friends and relatives
6 _ shopping
Speaking
TOURlSM DEVELOPMENTS

3 ln what ways do you think the tourism industry has changed since the 197Os?
Discuss with partner. Think about the factors below.
. types of holiday choice of accommodation
. advances in technology . tr S t infrastructure
. choice of destinations . the profile of tourists

4 Tell r partner about the holidays you had as child and the holidays you
have w. How r they different?

Listening
ToURlST MoTlVATloNS

ý ffiffiffi Listen to Paul Henley, representative of the United Nations World

Tourism Organization, talking about why people travel and tick (/) the reasons
he mentions. What examples does h give of these reasons?
1 _ to escape fr m their daily routine
2 _ to find out how th r people live
3 _ to visit friends and relatives
4 _to realize an ambition
5 _ to acquire social status
6 ffi Listen again and complete what Paul says.
1 First of all, they want to r h rg their batteries, just '_, chill out and then come
back 2_.
2 couple has saving up for long time in rd r to go on round-the-world
cruise. we could call this l l.

lthink people often travel to 4_ so that when they come back, they 5

their colIeagues, friends r family.

4l'mafraidmosttouristsdon'tactua|lyu_withthelocal population,exceptvery
superficially.

7 W Now listen to Paul talking about'push' d'pull'factors in tourism

motivation and complete the table.
push factors pull factors

h r cost of living

love and r m

Speaking
PULL FACTORS

8 Work in pairs. Discuss the pull factors that motivate tourists to come to
r try.
 fu fl" N

Listening
TOURlSM TRENDS

1 ,ýj.tr;ffiffi Monica Cheung works for the Hong g Travel R s r h tr . Listen to

her talking about trends i tourism over the past ten years and complete the summary.

People w book their vacations online and personalize their itineraries.

This m s that, although the High Street travel agent '_yet, the
retail agent 2_ fast.
_
h r is ( ) towards m r sustainable tourism and governments
in'_.ounar s attracting inward investment. As result, remote
r s 5-
"r" r m r jobs and profits Adventure
up, there '_.
tourism and tr m spo ts r i r si gl popular and this segment
'_ rapidly.
urr t trends in demography d lifestyle are also im rt t. The
m r of customized vacations for the s i rs market'_. h r is
th r important n_trend associated with increased levels of stress
in work and daily lives. s result, there has been ( )
, _ from vacations focused
l
entertainment towardi , r" spiritual ri s, designed to improve health and wellness.

z ffi Listen again. what prediction for the future does Monica cheung make? Do
you 9r with her? What other predictions would you make?

Use the present continuous to talk 3 Use the past continuous to describe
about situations that r changing, past events repeated r time.
developing or r gr ssi g. few rs ago / were s i g
h High Street retail travel g t that the future lay i space tr l.
hasnt disappeared yet but is 4 you use continuous f rms with
disappearing. modal verbs r the passive.
G r r ts im rgi g countries / who go r u d-th ,w rld
are trying to attract f r ig direct cruise r fulfilling dr m.
investrnent. l m rgi g u tri s r m t areas
/ are living u d r increased are i g d up andjobs r
/eye/s of stress. being created.
Use the present perfect continuous 5 use continuous forms to indicate that
to describe situation r activity that the event r situation is unfinished.
started in the past and has been in / are lncreasin gly looking f r
r gr ss for ri d until now. m i g to their /ives,
So, are there trends that h l d 't think thattourists will
ernerging over the /ast ten staying on the r in the
rs r so? foreseeab/e f t r .
h um r ofpeop/e v r 55 has
See Gr mm r r f r , 9 1 11.
increasing steadily i ur .
 Study the Gr mm r . UnderIine the verb forms and identify the tenses used in
the sentences. ln each case, is the situation finished (F) r unfinished (U)?
1 We've seen complete r rs l of the previous trend. F/ U
2 We've selling l rg number of adventure holidays. F / U
v'l old buildings have been destroyed to make way for w office blocks. F / U
4 r and m r people r using their smartphones to make bookings. F / U
5 Climate change is having profound impact on t urism. F / U
6 Residents of lndia and hi r becomin9 m r mobile than ever before, F / U

4 Complete the a icle with the correct form of the verbs in brackets. h r may
m r than ssi answer.

Writing
+ PORTRAIT F ...

5 l what ways has r country changed in recent times? Write description

(250-280 words) for airline magazine of the developments that h taken/are
taking place. Use the topics in the and the article in r is 4 to help you.

ultur m family life lifestyle politics

population tourism workingpatterns
,}I
l,",,
-":

R** i g
EUROPEAN TRAVEL TRENDS

ý Read the extract from report about travel trends in Europe. What are the general trends
in the categories below: upward, downward or steady/level?
1 visitor um rs 2 European airlines 3 hotel occupancy

Executive summary: trends for the first semester

h majority of ur destinations r indicating The capacity of European airlines continues to
positive start to the r. F r ig visitor rri ls expand, rr i g the trend fr m late last r.
went u steadily during the first six months and the Capacity s r d between N m r and r h,
um r of days spent in each u tr is also on averaging an 8.8 percent ris in il Seat
the rise. kilometres r the first 14 weeks. This should translate
Both airline and hotel industry data firm the into competitive fares and boost travel demand r
u w rd tr d in travel to ur . However, visitor the next 6-8 months.
um rs have growing m r gradually than Hotel occupancy has improved {urth r but rs
duri g the peak growth periods of last r. to have levelled off. r g daiIy rates continue to ris
| t r ti l passenger tr ffi outpaced globaI fast across Europe i response to demand. w r,
growth r the first two months of the r. ur overall growth is expected to dip as result of the
airlines have also r rt d modest increase in traffic sharp hike in rg prices, which is leading to
r the first 14 weeks but passenger numbers have significant de_g1ease in disposable income and surge
declined sliqhtlv over recent weeks. in transportation costs.

2 Complete the table with the underlined words describing trends in the extract i Exercise 1.
Change verbs to their infinitive form.

N;;; Verbs Adverbs Adjectives

Look at the table i Exercise 2. Which words indicate rapid r sudden change? Which verb
m s 'to stop rising or falling'?
Vocabulary
DESCRlBlNG VlSUALS

4 Look at the four different ways of showing statistics. Label the visuals A-D with the
words in the .

r h t line gr h pie chart ' table

Tourist arrivals AustraIia visitor arrivals

80,000,000
70,000,000
60,000,000 f other countries
50,000,000 l New zealand
40.000,000
30,000,000
20,000,000
1 0,000,000
0
Fr Spain ltaly UK

Reýidents of tri s other than the 2 07 2008 2009 20,10 2 11

7 h g in profits over five-year period US entering canada (thousands)
5.00
land 49 7 541 8 _5]9 0 598 7 555 6
4.00
.00
byar 4,0 7,0 ,060.7 ,501,4 ,697. ,801 ,6
2.00
1.00 sea ]4 4 16] 8 ]49 5 159 9 165.1
0
2008 2009 2010 2 11 2 12 201
4

ý Label the features 1-6 in the visuals in Exercise 4 with the words i the .

r lum horizonta| axis r w segment vertical axis

Listening
PRESENTlNG STAT|STlcS

6 W Listen to part of talk about using visual aids to present statistics and
complete the Professional skills .

lntroduction Topic circumstances

This r chartr the um r of tourist rriv ls in the w rld most visited countries.
The pie chart 2_ visitor arrivaIs for the period in question.
The red shaded segment'_ the number of visitors from New zealand during the first semester.
The iine 9r h 4_ the percentage h g i profits v r the last few years.
The table gives us ( ) 5_ of residents entering Canada land, ir and sea.

Speakin9
DES RlBlNG VlSUAL
Research some recent statistics relating to
7 Work in pairs. Student , turn to file 1, 9 102. tourists visiting ur country. lf possible, find out
Student , turn to file 20, 9 108. Take turns to about visitor rri ls, their country of origin, hotel
describe your visual for r partner to draw and occupancy, V r g length of stay and spending
complete with the rr t information. Start patterns. r s t your findings to the class,
explaining what your visual represents.
 S STL]DY
T,\tt#K & &
Aim: design package for Chinese tourists,
1 Read email about the boom in chinese tourism,
2 Listen to representative of the china Travel Market Research lnstitute,
3 Read email fr m tour r t r in Beijing,
4 Write proposal for suit package.

Getaway r l
Read h r
l Diane sullivan is senior partner in the Getaway travel agency in London.
email to h r junior colleagues and answer the questions,

1 What prediction has the World Tourism Organization (WTO) made?

2 what explains the growth of outbound tourism?
3 What do the um rs S. ,6.4% and 17.5% r r s t?

Diane sullivan

Hannah Williams; Dan Bower; Kevin Jones

travel market has levelled off in recent years and may go into decline,
The r
so l think the time is ripe to investigate the chinese outbound market. l've done some
initial Spadework and found out the following:
. 66 million chinese tourists travelled rs s last year - increase of 8. million,
. The WTo reckons China will the fourth largest international market 2020,
representing 6.4 percent of the total market share.
. The growth of China's outbound tourism, 17.5 percent r- - r, is much faster
than for inbound tourism.
The Chinese economy is still growing and people now have much m r disposable
income, so l need the team to do some research and generate ideas how to t r to
this emerging market.

Research interviews
h and Dan fr m Getaway Travel interviewing expert
2 ffiffi Listen to
tourist: Generation
the chinese outbound market. identifies two types of
(older first-time travellers) and Generation Y (mid 2Os, highly educated, ffl t),
complete the t with information about them,

Generation (1 960-1 980) Generation Y (aged 20-30)

travel motivation
wh r from in china

r f rr d activities and
interests holiday
 , , email fr m Beijing
! Gtaway Travel h received the email below. What is Huang Meng offering? How
&es h make the ff r sound attractive?

uang.Meng@qirtou rs.cn

china travel

We are established travel agency in Beijing and are looking for European partner5
to take advantage of the growing um r of Chinese wantin9 to travel to Europe and
elsewhere. Less than five percent of China's r 22,000 travel agencies r engaged in
the outbound tourism business and we wish to grow ur business in partnership with
overseas suppliers such as yourselves,
Could you offer ten_day tour to famous places for gr u s of married couples and
rr 9 suitable accommodation and tran5portation? We also have business delegations
who would want to m i sightseeing and cultural trips with their professional duties.
We look forward to hearing from you,
Huang Meng
Chief Executive, Q Tours

feedback meeting
4 ffitrffiffiffi After the interviewh, Dan and Kevin fr m Getaway Travel get
together to compare notes. Listen and complete the fact file.

hi s vjsitor fact file

. Food is not priority. Most ur food is
1

. prize luxury ur goods because they r

,-,
. h enjoy visiting _.
. Semi-FlTs need t r guide who is _.
. chinese visitors appreciate visitor information in
5

. Most high-spending tourism comes from 6

ý Work in small gr s. l response to Huang 9

email, decide what kind of ten-day tour you could
organize f r groups of Chinese visitors to your
country
Decide :
. the profile of visitor your package is aimed at.
the type of accommodation you would book.
! the best things for the gr u to s - d do.
. possible itinerary f r the gr u . affluent cater for h rt r

6 Write email to Huang Meng with proposal for sum r boom urr t date back to
ten-day tour that could marketed rs. d m gr h Fl inward investment
Give reasons for level off outbound/inbound
r choices.
r h rg batteries segment surge
itji]ji;'] vertica l/l orizonta l axis
See DVD-ROM Mini-dicionary
 Grammar: countable and uncountable nouns
vocabulary: advertisin9 and publicity, web words, collocations
Professional skills: maintaining website
Case study: Genesis Valley - improve media profile

V ul r
ADVERT!SlNG AND PUBLlclTY

ý Look at the dictionary entries. What do [Q and [ stand for?

ad-ver,tise,ment n IC] pub: lic, i.ty [U] { 'lls ti] ad.v r,tis,ing [U] [l dvata I ]
free content about or content for TV, i
[ d' :trsm t r ' r5
m that appears in the wý rs, on the web, etc.
,adv r'tarzmant m ] They spend mi/Iions of dollars
also ad (informal); advert r media
h 'S the Coast/ine' television adyertiýing,
i t r , set of w rds, r short
film intended to persuade m v m t has just l u h d
people to buy product r use w publl:city m ig
service Facebook.
lrv { taken out full-page
adyertisement in h Times.

2 Are the following advertising ( ) or i it ( )?

1 television commercial broadcast during prime time /
2 space purchased for r embedded in commercial website /

3 message about upcoming event posted on Twitter /

4 description of your Caribbean cruise TripAdvisor /

unlike countable s, t l s r ATwitter m 55 9 l gives space f r up to

not used with / and do not have lur l { rm. 140 characters. (U)
advice (NOT advice r advices) good worki g knowledge of r gr mmi g
advertising (NOT advertising r advertisings) languages would asset. ( )
Most people have very little knowledge of how
some nouns have u t l ru u t I uses.
r very sh rt the internet works. (U)
h i t r t grew i r di l fast
See Gr mm r r f r , pages 1 11 d 112.
space of time. ( )

3 study the Grammar . Then s dictionary to check the meanings and uses of
the words in the . Which of them r never used with / or in the plural?
4 Complete the pairs of sentences with the correct form of word from the in
Exercise 3. r the words t ( ) r uncountab]e (U)?

1 l want job with good prospects for _. /U

W 'r doing special winter sports _. /U
2 We're looking at new for the m logo. /U
She did course in web during h r third r at college. /U
The tax cuts r aimed at stimulating in tourism. /U
Sh made _ in time and ff rt to get this done,
huge /U
4 l'm r happy with the { r the new full-page advertisement. /U
Could you give me ( ) of last r financial r rt? / U
5 h say that broadens the mind but l'm not sure it does. / U
Sh off on h r again and won't back for another six months. /U

V ul r
WEB WoRDS

ý Match the words 1-'I0 with the definitions a-j.

'l link the first page of website
2 font list of choices which appears on computer s r
3 bandwidth move information up r down on s r
4 crash d the way text and images r set out page
5 cursor connection fr m word or image webpage to th r webpage
6 layout f transfer r gr m r webpage fr m remote server to computer
7 menu g the amount of data that transmitted at one time
8h m 9 h moving m rk r rr w to navigate around computer s r
9 scroll i the size and style of text displayed on m ut r s r
10 load j stop working completely
#,ibWi.ffi
NEWWEBS|TE

6 ffiýWffiW Listen to Brad and Kristin trying out their new website and circle the
correct options in italics.
1 The website is taking long time to load / shut d w / r fr sh.
2 Kristin thinks that they don't have enough bytes / bandwidth / images.
h graphics / h d rs / li ks r all in different colours.
4 h r is too r u h text / r too m pictures / r too m videos the site.
5 The video opens u i l t r t l r r / opens in w window / w 't .

Writing
BRlEFlNG WEB DESlGNER

7 WOrk in pairs. Student , turn to file 2, page 'l02. Student , t r to file 21, 9
108. Share the information and put the features in order of importance. h write
set of instructions for new designer. lnclude the points below.
the information the home page . ur ideas on layout (menus, images, etc.)
the um r of pages on the site and their content the design features you consider important
ffi#} " ,& ffi - ." h;ffi ",,"\

ýpeaking
SoClAL MEDlA
tr Work in pairs. Discuss the questions with partner.
'I Do you use social media? Which services do you use and what do you use
}
them for? "i

2 How travel organization promote destination through social media?

Work with different partner. Read what different people r saying

about social media. h g information with r rt r and make
list of the advantages and disadvantages of using social media in tourism
promotion. r the benefits stronger than the disadvantages? Student ,
look at the information below. Student , turn to file 3, page 102.

1 'Two thirds of the global internet population visit social

networks.'
GREAT BARRIER REEF
2 ' | r abandoning email in favour of social media.'

3 'lt gr t {or responding to negative feedback on travel # Gr t rri r Reef

review sites like TripAdvisor r Travbuddy.'

4 'Businesses foster communication between their

customers without trying to m 9 their conversations.'

5 'lt doesn't require huge financial investment - your

customers do the work for you.'

6 'The positive w rd of mouse message is more r di l

than traditional advertising.'

7 'Social networks r "viral". video r tweet

seen millions within h urs.'

Reading
lSLANDREEFJoB.CoM

3 You are going to read an artic|e about social media

campaign to promote the Great rri r Reef i Australia.
Write three questions about things you would like to know
about the campaign. Share r questions with partner.

4 Read the article 9 19. Does it answer any of your

questioris from Exercise 3?

5 Read the article again and sw r the questions.

1 How did candidates apply for the job?
2 How was the best candidate selected?
what extent was this campaign innovative and traditional?
 The best job i t:he w rld
few years ago rism Queensland set aside $1.2 through Y ; People who watched voted
million for groundbreaking social media the videos, th r focusing on the quality of the
campaign, targeted at'9lobal experience seekers', posts d t just the l m of traffic.
to r m t the Great rri r Reef, The campaign At each st g of the campaign the website was
was launched as The best job jn the r rorld and refreshed with w content, emails were sent to
invited applications for caretaker to live the site subscribers informing them { deve|opments,
islands of the Gr t rri r Reef d report back to and social networking sites w r constantly
the world via weekly blogs, photo diary, video updated. lndividual applicants created their own
updates and ongoing media interviews. gs and podcasts, and generally spread the
apply for the job, candidates had to record m ýs g through 'word of mouse'. Simultaneously,
60-second video application demonstrating their the campaign director organized ffli public
creativity, suitability, knowledge of the r gi and relations generating m dia r g , classified
enthusiasm for the r l . The videos w r uploaded ads, r advertising, photography Flickr and
to the islandreefjob.com website and hosted job listings strategical|y placed in key m rk ts.

V ul r
COLLOCAT|ONS

6 Match the s in the fr m the article with the groups of verbs 1-5.

campaign candidates m video website

1 waste/set aside/spend
2 shortlist/interview/select
record/upload/host
4 launch/runlmount
5 refresh/update/host

[-istening
BEST JOB lN WORLD

7 ffiffi Listen to an interview with Mark Scholl, who was involved in evaluating
the famous h best job i the world m ig . Tick (/) the statements he
agrees with.
1_ Conventional advertising is dead.
2_ lt impossible to m sur the success of campaign like this.
_ Social media doesn't lead to true dialogue.
4_ h initial budget was r l adequate for its ur s .
5_ The r tur investment was r th r disappointing.

S ffiffi Listen again. What do these numbers represent? Look at audio script 2.2
9 117 and check your answers. h practise saying the m rs.
1 475,000 4 4,684
2 $165,000,000 5 5 , 9,455
,000,000,000 6 8.62
t-ist*r:i g
G EN ERATING WEBSlTE R FFI

ý How web designer generate traffic to website? Discuss with partner.

ý" to presentation
,, .l,.'i,;.l1 Listen Kevin, webmaster, how to maintain and
improve trave| website and complete the professional skills . use m r
than F|VE words in each gap.

'1 Make your site attractive and add new content Provide links to podcasts, which r excellent
l
Don't let it go stale. way of oadcasting information, especially when
posting r gul r delivered thr ugh'_.
2 Attract attention to ur site
Create m u { r w posts which will 5 Use 6_ ur website as it is the '_ to
'_. _ tur the attraction { ur destination in sound
recognized as search engines.
Ask visitors to _, published at r gul r intervals. and movement.

r f r i , the content should customized to 6 Optimize ur site to enable '_ to r k ur site

specific audience. Send your customers email with high on the list. Use meaningful headers with meta
link for them to click . tags which the s r h engines witl identify as relevant

3 Kevin has also created blog in which he gives advice to web designers
improving website traffic. Read the extract from his blog and circle the correct
options in italics.

What search engine does is to 1r rt / s / notice Podcasts: their frequency r greatly but try to

ur website based on the um r of 2hits / loads / sspread / distribute l broadcastthem r gul r

media, the um r of links and the frequency of basis and follow up fr m time to time as appropriate.
bScreened / Embeddedl Generated videos:
changes you make to it. This means that if u'r not
constant|y u d ti g / drafti g / broadcasting ur site depending ur content, u could posting
and adding content, the s r h robots m not visit videos weekly or monthly. h r r h rd and fast
r g / rules h r but the m r , the better.
ur site very frequently and ur search
is l r ki g will {all. So the m r frequently you Profiles d interviews: m twice week f r
add content, the m r visible your site will . Here r period of intense webltraffic / circulatio / coverage
some suggestions regarding how often you should (in high season, for m l ) r, as ongoing
make any new posts: strategy, monthly basis.
News releases: as rul of thumb, to f ur l my ri , the m r u r t , the m r there
m th is appropriate. is to r t . When web content is constantly ur
. Newsletters; month is normal; quarterly r mind, you r always thinking of new and creative ways
six to eight times r is acceptable. to use the web to communicate.
 V r:{] fi

UPDAT|NG TERMS AND CoNDlTloNS

4 As the webmaster for your m 's site, you have received the email below from
your boss about some changes that need to made to the information about
deposits and final payments. Rewrite the r gr h below making the ten changes.

1
The information below on the website is inaccurate r incomplete. l have cut and pasted
it from the website and need you to incorporate neW teXt. coUld you please do this and
get back to me tomorrow morning? Thanks.
1 The deposit cannot transferred (not refunded),
2 Say that each person has to this sum individually.
3 Add that they will then get invoice to confirm the reservation (but state how).
4 We don't accept m orders m r .
5 Add the time limit here (say that the date the deposit falls due is stated on the
booking f rm).
6 This doesn't apply to all departures.
7 We need to add here that when we receive their money, it means that they gr to
the terms and conditions.
, but state how. lt can't over the phone as there wouldn't Written trace.
9 Write Something to the effect that if there r mistakes on the invoice, We r s rV
the right to send out another and this time With the right price it.
10 And that means that we get to keep their deposit!

Deposits and fina! payments

Arnon-refundable deposit of $ 50 r 2vacation is check ur booking invoice and contact Cygnus
required f r Cygnus urs to r s rv space on ur immediately if your invoice appears to i rr t,
h s t ur. Y ur booking is not firm d and as it m im ssi to make changes l t r.
payment is not deemed made until the deposit is Cygnus cannot accept responsibility if we r not
received Cygnus.'f Cygnus accepts cheques, notified sf of inaccuracies within seven days of
m rd rs, Visa, M'asterCard and m ri sending 6Jt the invoice, n1 Final payment is due
Express. Y ur reservation will automatically 45 days ri r to departure. lf final payment is not
cancelled if ur deposit is not received Cygnus. received the due date, ur reservation will
'1u1 sits may required at the time of cancelled. 1of
J i g to hold r confirm space for you. '/ Please

,9. ' -tr sf rr l deposit of $ 50

 S STLIDY "
ru, * #WW & fu,q : ffi:} _,&, * #ffi: _,

Aim: improve th media profi|e { tourist attraction.

1 Read about the Genesis V ll project.
2 Listen to some r l ms concerning the Genesis Valley centre
3 Read media consultant's r rt.
4 r r action l to improve the centre's media profile.

L l
The ýenesis V !|
] Read the extract from the Genesis
rýj *t

i;iýý Valley project home 9 and the

:.:i*ý article that follows and answer the
]:]!]]::.:i:::::n::il;i]::
questions.
1 What kind of visitor is likely to
attracted to Genesis V ll ?
2 How successful is the Genesis
Ir:],,:i]]':i] ']]',-iii::]i€
:. Valley project?
3 What are the possible reasons f r
its popularity r lack of popularity?

The Genesis Valley project

The Genesis Valley project g life ten rs ago owned the Genesis Foundation, group of
as r gi l tourism initiative to attract visitors to anthropologists, earth scientists and horticu|turalists
post-industrial mining valley. After the pits w r and is managed as private limited m .
c|osed, the r was restored to nature, trees were How to r h us
planted and work g creating 1,000 hectares Take the 7 m t rw as far as Chilling Cross and
of rkl d. then follow the signs to Abbots Bickington and
Genesis Valley now hosts m r of attractions: Stanston ( 256). f r u get to Stanston, take
Museum of Mankind, zoo and aquarium, sharp right and continue for about two miles. Turn
amusement rk, snake house and insectarium, |eft at the crossroads and drive down into the va|ley.
tropical greenhouse and r m t l gardens. lt is The tr is opposite the Garden tr .

Genesis proiect on the rocks

Genesis Valley has just celebrated its tenth
anniversary but there is little cause for celebration.
Despite encoura9ing visitor numbers when first
launched in blaze of national publicity, the crowds
that thronged the entrance turnstiles decade 9
have growing thi r and thinner. um r of
reasons for the plunging popularity of Genesis Valley
have put forward: unpredictable weather,
reduction in dis s income, even changing
patterns in the leisure interests of children, who seem
to m r interested in surfing the web and playing
li video games than enjoying day out with
um and Dad. whatever the reasons, the
management will need to come up with some new
ideas and make them h if Genesis Valley is not
to go into irremediable decline.
communication failure
2 ffi Listen and match the conversations 1-4 with the contexts a-d.
tour guide talking to gr u { visitors _ visitors driving to Genesis Valley _
meeting to discuss website _ d visitors inside Genesis Valiey _
3 All the conversations illustrate how Genesis Valley is failing to communicate
with and satisfy its customers. Listen again and answer the questions.
1 What r l ms r shortcomings does h conversation illustrate?
2 How could these problems solved?

consultant's r rt
4 Genesis Valley has asked media consultant for help with attracting more visitors.
Read the extracts from h r report. Which ideas do you think r the most useful?

idea would to take photo of each Certain staff members need training i
visitor or family entering the attraction, f r them presenting to the u i and/or r lacking in
to buy at modest price. This would generate l ski|ls. Some visitors l interviewed said the
r and s ir of enjoyable day staff w r r d to th ir children. Unfortunately,
out. lf the photo contained the m Genesis regrettable incident then described
Valley, postal address, web URL and h site such as TripAdvisor and create
m r, the real advertising payoff wou|d occur damaging impression. On the th r hand, it
when that photo was uploaded f r the world takes just inspired employee to s 'l hope
to See. you had great stay, please write nice review
and tell ur friends.'

5 Work in pairs.,Look at the m m fr m the Genesis \ lley managing director and the bar h * and
r r for the meeting. Find two or three ideas for h of th i in the memo

Fr m: Sally G w 7 m spent marketing

: Marketing task f r
print advertising
The next meeting is to discuss our promotional 60%
( r h ures/flyers)
strategy and how to boost visitor um rs. P|ease 50%
Ef radio spots
come r r d with ideas r i g: 40%
%
;] email contacts
the percentage breakdown of m spent
20% d travel shows/
advertising. exhibitions
1 %
the suggestions put forward the media 0% website
consultant.
. revamping r website (new content and design).
. how to fish where the fish r : understanding ur
clientele and making ur messages m r r l t
6 Work i groups of f r. Roleplay the
meeting. Discuss all r ideas and
to them. 'agree
. using social media to maintain interest among on action l for how to
attract m r visitors to Genesis Valley
existing customers and attract new s.
and t r it into popular attraction.
We need to work within budget of f20,000 and
implement r ideas within the next thr months. h present lrour plan to the class,. :

bandwidth banneradvertising
formatting host hype innovative
layout media r g post publicity
ranking scroll sociaI network update
See DVD-ROM Mini dicionary
Grammar: makin9 predictions
Vocabulary: r ds
Professional skills: creatin9 business plan
Case study: the winners - invest in hotel

Speaking
lNTERNATloNAL BRANDS
work i pairs. Add to the lists of famous international brands,
1 Food and drink: Danone, ll g9 , Pepsi Cola
2 Clothes and accessories: Gap, rm i, Rolex
3 Cars: Rolls-Royce, Nissan, Peugeot
4 h l g : Apple, Samsuný Siemens i

2 why do people buy these brands? what thoughts, emotions and values do the
d names communicate? Discuss with your partner. Refer to the words in the .

family life fashion fitness, gl m ur health ,innovation Iuxury reliability

safety style succeýs value for m wealth youth

Listening
BRANDlNG lN HOSP|TALITY lNDUSTRY

3 - }.W Listen to Part seminar conducted

of lecturer in Hospitality and
Marketing at British university. How does she distinguish product from r d?
ln what way is her example good illustration of brand?

4 W Listen again and complete the definitions.

1 product is ( ) 1_ r a(n) 2_ that _ i some way,

2 r d is a(n) - which 5- and makes product r service u-,

3 The D ld d is ( ) 7_- involving family, _, 9,
and
consistently
' _.

ý ffiffi Listen to Part Two and sw r the questions,

1 How can hotel distinguish itself fr m th r hotel in the same ri r 9 ?

2 How do Iarge hotel organizations cater to different needs and expectations?
3 what words describe these features?
The m of the hotel is easily recognized.
Guests know exactly what to expect.
Guests will keep coming back.
Reading_
U I U HOTELS

6 Work i pairs. Think of the names of some f m s hotel chains. What brand values
r associated with them?

7 Read the g post about boutique hotels and answer the questions.
1 What does the author think was the r l m with branded hotels?
2 List F|VE adjectives in the text that describe boutique hotel.
l what way(s) Edition hotels new departure?

The late 20th century was the 9 of uninspiring

branded hotels, |acking in warmth and rs t .
hotel r m in h st r was identical to in
Manila; the bed, the wardrobe, the writing desk all
looked the same. Indeed, the Hilton r HJliday tnn
d names were accused of replacing
distinctive sense of place with b|and consistency
of design. lndependent hoteliers and tr r urs
therefore g to think outside the and to
develop u -Jr" innovative and aesthetically
pleasing ir m t to give guests m r
stimulating ri .
The boutique hotel concept is usuaIly attributed
to l Schrager, who l u h d the Moigans Hotel Media, and the 60 r ms r furnished with books
Madison Avenue, NewYork, i 1984, r , and works of art.
affordable | ur was offered in sýlish d Recent|y, BiIl Marriott Jr., rri tt , and r.
sophisticated ir m t, known as' h chic'. S hr g r have joined forces d inaugurated new
Boutique hotels differ fr m branded hotels ,independent hotel d called 'Edition',
ff ri g m r elegant, intimate setting and demonstrating that autonomous hote|iers and
m r attentive staff. boutique hotels major ds can w rk together. Edition hotels aim
introduce different themes into each guest r m, to provide one-of-a-kind guest environment
making each stay unique. F r example, the Li r r which, according to r. S hr g l will create' w
Hotel i New York City contains r 6,0 0 volumes 9 r , the next phase in the story of |ifestyle
for guests to r ws . Each floor is dedicated to hotels. We would call it boutique if everybody else
diffJrent theme. ranging fr m Maths to New wasn't calIing their hotels boutique.'

8 Complete the sentences with words formed from the words in capitals.
'l The hotel had no distinguishing features at all - it was totally _. lNsplRE

2 The restaurant has v r cosy and _ atmosphere. lN llvlAcy

l found the personnel _and always readyto look after my needs. ATTEND

4 The furniture was both attractive and functional. s t s

5 l believe the hotel won an award for its _ design. lNNovATE

6 h hotel is immaculate, comfortable and _,with stunning sea views. srvrB

9 Work in pairs. Discuss your own ideas for themed boutique hotel i your
town or city. Think about the elements below. Present your ideas to the class.
. target m rk t: 9 gr u , background, interests
market sector: luxury, economy, mid-range
theme: how you would transmit the theme in terms of
features, furniture, fittings and d r
. Choose major hotel r r ti (e.g. Hyatt,
brand values: what emotions, thoughts and values you
Choice Hotels). the name and the word
want ur brand to evoke
r ds i t s r h engine and find out about
th ir different brands and the market segments
they t r to. Present ur findings to the class.
HOTELS F
FtlTLIRE
Listening
HOTEL F FUTURE

1 well-known hotel chain asked people to tweet their ideas of what the hotel of
the future might like and what facilities it might offer. Read the list of ideas and
put them in your rd r of preference. h compare your ideas with rt r.
1_ underwater hotel with view of the m ri life fr m the windows
2_ r ms with 'dr m machine' to control what you dream about
3 _'hotel in the heavens': zero-gravity orbital hotel located in space
4 _ miniature hotel f r children with mini furniture
5 _ each bedroom with its w robot f r cleaning and th r services
6 _ hotel built as pods that can moved to new location whenever guest wants
7 _ touch s r wall that ts to window at the flick of switch
8 _ holographic vi tual rs l assistant ( menu of caricatures to choose from)
2 fi} ffiW Listen to five people talking about future technological developments in
hotel rooms. Match the speakers '1-5 with the things they talk about - .
who talks about:
_
the ceiling? d the bed? _
the window? _ " the shape of the r m? _
the bathroom? _

ln English th r r m words and expressions for talking about the futur , which
r ss different degrees of t i t :
almost certain: bound to, will
€ possible: chances r , highly /ikely (to), m well, i all likelihood, i all
probability
. possible: m , might, could, /ike/y (to)
. not r r l : unlikely (to), r l won't
See Gr mm r r f r , page 1 12.

3 ffiffi Study the Grammar . h listen again and complete the phrases the
speakers s to make predictions.
1 But in the very r future '_ that the design of typical hotel r m will
very different.
2 2_, th r 'll voice-activated computer the wall ...
3 l think that f r the next generation of guests it _ that they'll able to choose
the d r of the r m from whole rainbow of colours ...
4 ... you _ need to switch on the light because the light'_ come on f r you.
... th r u_ 1acuzzi and there '_ television for you to watch as you lie
back and soak.
5 ... you've checked into the hotel, you '_ want to check outl
Reading
TOMORROW,S GUEST
,4 Read the results of survey about future developments in the hotel industry and
tick (l) the topics that r mentioned.
_
1 business ll r ti 5 _ smartphone booking
2_ check-in and d rtur 6 _ catering f r disability
3_ hotel d r 7 _social networks
4_ the gr market

Catering for the guests of the future

m rr w 9uest is increasingIy likely to demand social media 'listening skills'to understand how
intense personalizati .92 r t of the people customer needs d perceptions of brands and
who took t in the survey expressed wish to service quality r evo|ving. Marketing messages
have their stay customized according to their and ri i g wi|I have to reflect the needs of
needs. These needs wiII encompass check-in and increasingly diverse customer base. S ur social
departure, the size of the r ms, d r and media could used to build up deep profile of
furnishings, audio-visual facilities, and food d individual that is then used to personalize and
beverage options. As result, two adjacent ri h the guest experience. Vi such networks,
bedrooms might have individual layouts, different hotels will continue to l r about the guest
artwork the walls, one might minimalist, throughout the stay and better match t service to
whereas the th r could equipped with the the guest profile in subsequent stays.
latest state-of-the-art technoIogy and soph isticated One of the most persistent trends hotels will
products. certainly need to address is the changing age
Hotels m well i g in branded products f r profile of society, Howeve1 it is unlikely that
amenities, bedding and furniture r d the tomorrow's 60-year-olds will the same as
hotels themselves. likely development is th yesterday's older generation. This implies catering
association of hotel brands with other brands such not only for ld r tr ll r but also r d r
as rm i to create differentiated offering in the family groupings. l the survey 57 percent said that
marketplace. multigenerational holidays r sur to m
96 r t prediced that within the next ten increasingly popular.
years, hotels will definitely need to develop strong

ý Read the text i Exercise 4 again and underline

all the expressions for making predictions. Add
any w ones to the list in the Grammar .

& Wbicb of the predictions in the text do you

think is the most important and has the most
mediate imp|ications for hotels today?
with partner.

words such as hote/. design and techno/ogy

into s r h engine and find out about r t
and future developments in how hotels cater to
their guests. R t your findings to the class.
 *

\
ft ,j

\*

Speaking
START|NG BUS|NESS

{ w rk in pairs. Discuss the importance of the items in the wh setting

business. why r they important? what would h if you didn't have them?

accountant advertising and marketing l business p|an financial advisor

i sur market r s r h data seed capital

2 Complete the Professional skills . Match the descriptions of the different

sections of business plan 1-7 with the headings -9.

The l should with concise overview describing your business idea. lt condenses the key points you
will making and r r s the r d r f what comes next.
2_
Detailed CVs d organization h t can r in appendix but ur l should include description
of key rs l, their roles, ri and tis .
3_
This section explains the choice of geographical situation and describes the r t and premises.

4_
state who ur hotel wi|l t r for and define your i h - attracting budget-conscious traveller is
significantlY different fr m appealing to business tr ll r r h m i g couple.
5_
what r ur proposals f r adve tising and public relations? How will future
guests l to find out about
you and make reservation?
6
outline the risks and r w rds in t rms of the strengths, weaknesses, oppo tunities and threats to ur venture.
7
line is what investors wilI look at first, so make sur you out|ine ur fixed and variable costs and
'n*o*o'
include balance sheet for the first r activity.

Location Financia! forecasts rg t clientele g rk ti g plan

Executive summ r d Management team f SWOT analysis
 Read these extracts from business plan and decide which section from Exercise 2
they belong to. write the headings i - below. Then complete the extracts with
the words in the boxes.

l sheet r k rm rk investment

will continue to make substantiai '-- in

F r the first year we will '_ siz promoting the business to sur first-time d
r rti of income for promotion via repeat visitors. We believe that our financial
accommodation booking websites, hur projections r realistic and, as u see fr m
advertising and leaflets at tourist attractions in the the enc|osed 3_, we believe we can
r gi . We expect to r the initial expenditure after nine months of r ti .
on advertising during the first three months but

advantage li r data value

establishments have failed to attract rs l of

h r r hotels and bed and breakfasts in the the highest'- . However, if the quality of
region but market r s r h 5_ suggests that th ir service improves, our competitive s
the competition does not ff r the same '_ could disappear and potential guests m also
f rm . lnformal reports indicate that some r f r location r r u i transport.

Listening
FlNANC|NG BED AND BREAKFAST

4 , ffiffi Michael and Sally Gamble r thinking of opening bed and breakfast.
Listen to Part One of their conversation with financial advisor and complete 1*7
i the table. h make the calculations and complete A-D.

Project start-up 5 5
ltem Expe ted Expected u l Monthly
cost life cost overhead
electricity, plumbing, paintin g, landscaping $,_ 10 rs $ $1 5
bedding (mattresses, sheets, blankets, etc.) $,_ $900 $75
kitchen equipment $],200 10 rs $1 20 $10
road signs and front entrance sign $4 5 years $ s .
legal fees $r_ - ff $ $D
adve tising and promotion $2,400 $2,400 $200 i

supplies $600 6 months $1,200 $]00

Total start-up costs q/

#frffiffi Michaeland sally r not sure what to charge as r m rates. Listen to

the advice they r given in Part Two of the conversation and calculate possible
room rates.

worst-case ý ri Better-caýe ý ri
start-up costs: $1 + desired r tur . start-up costs: $5 + desired r tur
investment = ý2 investment = s
. target ýales r : $60,000 + 3 . target sales r : $60,000 +7 bed
nights sold : r m rate of $ nights sold - r m rate of $8
 S STLjDY
firuW ffi, * Wru & h" # ffi-ffi,ft,

Aim: select hotel to invest in and write business l f r the project.

1 Read about gr u of young prize winners.
2 m r three potential investments.
3 Listen to conversation and discuss the advantages and disadvantages of
h investment.
4 Write business l for the investment of ur choice.

Readir:g
'! Read the extract from local newspaper and sw r the questions.
'l What is the good news?
2 What do r s and h r friends l to do?

Local students win $3m backing

hr tourism m g m t students have w th backing of
several wealthy investors to start their own business. Appearing on
the ul r television r gr mm h Business Pitch, in which
budding u 9 tr r urs present th ir start-up i t s to l
of millionaires with s r cash to donate to worthy projects, the
three friends said they were ' r the m '. 'We'd looking
into the idea of opening up hotel r guesthouse f r | g time
and l felt sur we would get their support,' said Teresa w r, who is
in h r final r. 'We've l r t all the m g m t ski|ls, so all we
need to do now is choose the right r rt to invest the m in.'

2 Teresa and her friends, Dave and Sarah, have short-|isted three properties they are
interested in. Read the descriptions and answer the questions.
Which r rt :
1 is the most isolated? 5 allows for expansion?
2 has established clientele? 6 could attract corporate clientele?
3 is the most healthy? 7 enables the w rs to live on site?
4 does t have fixed selling price?

Waterfront Hotel, Saaremaa lsland, Estonia

h largest island in Estonia, S r m , is the jewel of its archipelago.
h r r m things to see and do but its extraordinary natural
beauty is the r s wh so m people feel compelled to r tur to
the region.
This 120- r old guesthouse overlooks ri r with the best
freshwater fishing in th u tr . h r is unlimited parking for guests
and plenty of r m f r adding th r amenities. r ms have
r t d and furnished with antiques. Each guest r m has
television, air conditioning, telephone and private bath. h r is
competition as this is the only accommodation in the region.
Asking price: ý3,1 65, 00
 Black Hills Motel, South Dakota
This franchised motel is close to all
m j r tourist attractions and is an
ideal |ocation f r small weddings,
family r u i s and business
retreats. of the guests r
r gul r customers. All 16 guest
r ms are equipped with air
puri{ication system designed to
r du allergies and kill 99
percent of a|l known germs but
m r ms need refurbishing.
The owners have private
residential suite and qualify f r
owner-occupied tax status.
Asking price: $ ,250,000
Fr his fee: $45,000
-9 i g royalty:6%
General m g r training: days
On-going support: toll-free h
line, shared reservation system,
grand i g, security/safety
procedures
Marketing: free newslette1
national and regional advertising

Boutique Hotel, lVlallorca

situated in of the loveliest Aromatic flowers and plants r
spots the island of ll r , abundant in the g rd .
approximately 20 minutes fr m
Palma, this is r Asking ri : N g ti .
opportunity
f r who wishes to move Seven years 9 the r rt
to w rm dit rr island
cost $2.8 million. th r
d work eight months S O, 00 was invested in
r as
independent owner of improvements. F r rs 9
prestigious boutique hotel. the property was valued at $ .7
being rustic sophistication, with
h r ms r individually million. Now the market has
bright floral fabrics, beamed
decorated, the mm theme fallen steeply and we will accept
ceilings and m r l tiles.
reasonable ff r.

Speaking
Wblch of the hotels do you prefer? Why? Discuss with partner.

.lstening
4 ý, ..-'=, h thr friends have done some extra research and are discussing the
r h property is likely to generate. Listen and complete the table.

HoteI

3lack Hil|s Motel,

s h Dakota

5 the prize m does not cover the full purchase affordable l sheet clientele
cost of the hotel, bank l is ýs ry. Write comply with rm rk fixtures
business l for the hotel of your h i to send to franchised u overhead
bank to support r request. Use the section overlook permit ( ) refurbishment
headings fr m the Professional skills 9 r t royalty sta t-up
28 and add any information you think 55 r .
See DVD-ROM Mini dicionary
Grammar: r rti g verbs
Vocabulary: tourism and community, verb + noun collocations
Professional skills: h iri g meeting
Case study: the Brijuni Archipelago - develop an eco-resort

Li*tening
TOUR|SM lN G
ý What r the possible positive and
negative effects of sudden rapid growth
of tourism in developing nation or r gi
such as Goa? Discuss with partner.

Annual tourist numbers in Goa

(domestic and international)

:::::::"i
2,500,000 ]

/
_ -
,', ,"
2,000,000 ,/
1,500,000 l
|,/
,

1,000,000
i ..,. ,} - -/, .r, ,
l__,::;,--
f7l5 212
5.000 L.
1985 1990 1995 2000 2005 2010

ý .,lli{ij,ffiListen to four people who work in tourism in Goa talking about how the
industry has affected them. Match the speakers 1-4 with the things they say -9.
Who:
works part-time in Goa? _
is exploited employer? _
enjoys mixing with f r ig tourists? _
d is involved in w development? _
has to work Iong hours? _
f may victim of local government decision? _
g feels that tourism has not benefited local people? _
Reading
lMPACTS F TOURISM GROWTH

3 Read the article on developments in tourism in Goa and list the environmental,
social and economic r ms.

Goa: Paradise Lost

l the 1980s the f rm r Portuguese colony of Goa comes increased crime. The coasts are being
m favourite destination for hippies and bought u overseas investors and the beach
backpackers attracted to its natural beauty and shacks, bars and r st ur ts have m tr s
relaxed lifestyle. Their impact Goa was minima| of mafia activity. The tourism industry has
as they adapted to the local way of life, eating local accused of covering up things such as m
food and living in simple r t d accommodation. laundering and people trafficking.
They provided extra i m to traditional Economic impacts: The benefits to the host
communities and often made long-lasting community have minimal as most { the
friendships. profits line the pockets of external stakeholders, the
Since then Goa has m m -s i r for foreign investors who create the infrastructure to
specialist and mass market operators and although meet Western tourists' demands. This leakage
the government initially welcomed this influx, the means that very little profit has ru d to local
negative impacts in r t rs have outweighed people. When the locals do succeed in profiting
the positive. fr m t rism, it is the privileged commercial 9roups
ir m t l impacts: Whi|e tourists splash in the that benefit, t those who suffer the negative
swimming pools, |ocals h to put u with water consequences.
shortages with fatal consequences Goan 65 r t of rented r ti s r owned
a9riculture. Hotels s m vast m ts of non-resident Goans, 20-25 percent G s from
buitain9 materia|s and e|ectricity, and create 9reat l di cities and 1 -15 r t natives fr m
deal of waste. The absence of efficient i Goa. Large hotels and t r l providers r
transport has substantially increased the m r of r i g the mi rewards, while the local
motorbikes and cars, which has a99ravated 'population has
to r the social and ir m t |
environmental pollution. urd . Potentia| profits are also being siphoned
Social impacts: u 9 Goans r losing their off neighbouring states as Goa imports food
sense of ultur and identity, and replacing it with products from r t k and h r shtr instead
hedonistic culture similar to that found in parts of of supporting local farmers.
lbiza, Gr r Spain. With mass tourism also

V u| r Writing
-cURISM AND coMMUNlTY GOA:A MORE SUSTAiNABLE FUTURE
4 Complete the sentences with the words in the 5 Work in Pairs. Student , t r to file 4, page 1 2.
. Student , turn to file 1'l , 9 105. Read the ideas
about making tourism in Goa more s st i .
hostcommunity infrastructure leakage Sh r the information with your partner d draw
sourcing stakeholder up list of proposals for the future divided into
social, economic and environmental categories. h
1 Anyone who is potential should
involved i sustainabIe tourism. write report (450 words) for the Goa Responsible
Tourism Association describing the measures that
2 study of _ in Thailand estimated that 70
ld minimize the negative impacts. lnclude social,
percent of tourism r u ended up leavlng
economic and environmental issues. use the model in
the u tr ,
the Writing bank on page 96 to help you.
3 The cultural impact of tourism the _ has
not been r rl evaluated.
4 Without decent - airports, road use the internet to find out about the urr t
networks, hotels, etc. - r r nations cannot
impacts of tourism in another t of the w rld
attract tourists without foreign investment,
and suggest ways in which sustainable tourism
5 _ goods and supplies locally is m r
organized to benefit the host community
economicaI than importing them.
m effectively.
 &{ ffi,,& -',& ffiffiý
Reading
GALAPAGOS
GALAPAGOS

1 What do you know about the Galapagos

islands? Do the quiz and find t.

2 ffiffiffi Listen to the Galapagos Tourist

lnformation Centre audio guide and check
r answers in Exercise 1.

The Galapagos quiz

1 Which rs is associated with the Galapagos lslands?
hrist h r Columbus r rt s r Polo d Charles Darwin
2 Which country do the islands belong to?
England u d r Argentina d South Africa
3 ln which r they situated?
the Pacific Ocean the Atlantic Ocean the lndian d the Southern (,Antarctic)
4 How m | live on the islands?
about 40,000 about 65,000 about "l00,000 d m r than 100,000
5 How m tourists visit the islands every r?
about40,000 about50,000 about120,000 d about160,000
6 The Galapagos penguin is the l species of penguin to live the q t r. True r False?

3 Lewis Clarke works for Friends of the Galapagos, nature conservation charity.
Read his email to the manager responsible for tourism in the region and answer
the questions.
1 How is tourism different fr m in the past?
2 What is his opinion of ecotourists?
3 ln what way does he feel the islands r at risk?

Beatriz carcia

Dear Beatriz,
As you know, the islands r longer on Unesco's list of World Heritage
sites in danger. Personally, l find this absurd as there now m r than 40
species under threat from ecotourists,
1 Unlike visitors years ago, who w r accommodated local residents,
these so-called ecotourists w require more comfort and book their
stay through foreign tour operators. As result, local enterprises cannot
compete and only 15 percent of tourism income remains in the local
m . The cruise ships operating in the Calapagos are basically
floating hotels and few passengers stay in guesthouses or eat out.
2 An increase in flight arrivals and the growth of sports such as sea
kayaking, scuba diving and fishing are also threat to the i5lands'
biodiversity. People sailing from island to island make it m r difficult
to prevent the introduction of new invasive alien species that take over
fr m the indigenous flora and fauna.
We urgently need to meet to discuss the danger tourism represents not
only to the island's fragile ecosystem but also to its financial sustainability.
Lewis
Listening
DEAL|NG WITH THREATS

4 ffi Listen to meeting held at the offices of the Galapagos National park
Administration to discuss the points raised in Lewis' email. correct the mistakes in
the secretary's notes.

Environmental r s meeting
, visitor numbers; sometimes controlled; 11,600 total; past 40 s mainly
islands lsabela, santa cruz and s cristobal
' invasive species: too late to do anything; invasion of cats: will ri g r rt next
meeting
' pleasure boatsr um r of luxury pleasure boats sh ld cut; half of tourist
income leaks away

We use reporting verbs to relate what someone has said.

1 ManY reporting verbs r followed that acknowledge, firm, d , feel,
s r , point out, state, suggest.
She acknowledged/denied/stated that there was
r l m.
2 Other reporting r s are followed to + infinitive: agree/disagree, claim, r mis ,
threaten.
promised to ri g full r rt to the next meeting,
3 Others are followed an object + to + infinitive: adyise, persuade, r mi d, tell,

she advisedlreminded/urged them to take imrnediate ti .

See Gr mm r r f r , pages 1 'l 2 and 'l 1 .

5 study the Grammar and complete the minutes of the meeting from Exercise 4
with reporting verbs. The first letter of h verb is given to help you.

Minutes
Present: Lewis Clarke, Friends of the Galapagos; m r of tourists. w_ that the present
Beatriz Garcia, Galapagos National Park situation was unsustainable and
Administration; F r
'u_- the meeting
d rd r , Santa Cruz l sur to take action to protect th. ir|"nd, f,* further
Boats; James Baldwin, h rl s Darwin Research Facility degradation. JB s _ that this was indeed the case
BG opened the meeting and was worried about the recent invasion of rats
'r_ r that
visitor um rs r strictly monitored. She 2s_ brought in board passenger ships. ' _ to
at the m r of ship passengers, the duration of give update pest control at the t meeting.
their stay and sites visited are recorded meticulously. F 10d_ with the others that there was any
She also _ _ that h ship receives
immediate need to deal with the pest r l m but
compulsory site schedule fr m the rk and visitors r "s_ that the m r of luxury yachts owned
t allowed free access to sensitive sites. f r ig tour operators should drastically reduced
LC _ that this scheme had and 12 _ that the local economy failed to benefit
beneficial but
-- from the influx of tourists.
that th r should an annual limit to the
 :] ! |l
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li]: .li.::,; ,ill]i ii ;:,]:iai:i :i]:.*a .;iiiir'

ýRýNý ý & ýý ýNG

Reading
KEY SUCCESSFUL MEETINGS

tr what needs to done to s r that meeting is successful? Think about the

elements in the and their role in the success or failure of meeting.

2 Read the text and find FOUR reasons why meetings frustrating.Then make
list of the elements of Successful meeting mentioned in the text.

tips for successful meetings

Why do meetings fail? Sometimes meetings may go points raised the agenda d that € ry
too long, leading to r d m and l th rg _ Sometimes tri ut . Enough ti should allotted to each
they are badly organized - agenda has topic and if issue begins to dominate or people
circulated, the discussion goes r d in circles d begin to digress, the h ir must take back control.
r finds mm gr u d r reaches agreement. S tim s it will ss r to m to decision,
Nobody takes minutes. so the next meeting is all about put the matter to the vote and then move to the
deciding what was decided during the last meeting. next topic. The chairperson m occasionally have to
th r oJcasions, the chair dominates the discussion and remind participants to r m i polite, not interrupt r
the other participants are not allowed to 9et w rd in, monopolize the discussion. Fi ll , it is up to the chair
The key to successful meeting lies i the to ri g proceedings to close, s mm riz the m i
h ir rs 's skill in r i g it smoothly. or sh is points, state what action is w required and th set
r s si l f r calIing the ti g, statin9 its purpose date for the next meeting.
and ensuring that the discussion is r l t to the

Vocabulary
VERB + NOUN COLLOCAT|ONS

3 Match the verbs 1-1 with the hr s s a-j to make expressions fr m the text.
] set something to the vote
2 circulate meeting
3 come r u d i circles
4r h d point
59 agreement
6 find f to decision
7 take g an agenda
8 raise h common gr u d
9 put i date
'l0 call j minutes
 Why do you think chairing meeting might difficult? Discuss with partner.
h complete the advice i the Professional skills with the correct form of the
verbs in the .

allow appoint dominate ensure keep put set state

Dos Don'ts
11- the purpose of the meetin9. 6 '_the meeting to go on
22- secretary to _ the minutes, indefinitely.
___.- the discussion does t digress. 7 s_ r monopolize the
45 .
the issu s to the vote. discussion.
5u- date for the next meeting.

Listening
professor F r d
SlNK|NG F MS DlSCoyERY
r l s, Chairman,
5 Y will h r part of meeting about the sinking of the 5 Dbcovery after it hit Antarctic protection
iceberg in the Antarctic. What do you think happened when the ship sank? Discuss g
with partnen using the words in the . Use dictionary if necessary.

chemicals r w g r 9 hull lifeboat

mainland r s u rocks s r vessel

Work in pairs. Look at the participants on the right and the organizations they
represent. Predict who or what they might most concerned about in relation to
such accidents. r r white, Antarctic
Protection g
ffi Listen to the meeting. Are the statements true ( ) or false (F)?
1 The im of the meeting is to gr who was responsible f r the accident. /F
2 h s u ship arrived three d half hours ft r the incident. /F
3 h MS Discovery has started to leak oil into the sea. /F
4 The MS Discovery was equipped with s r to detect obstacles underwater. /F
5 h lifeboats did not provide adequate protection against the weather. /F
6 One cruise ship was previously fined $1 million for pollutlng the seawater. /F Dr Howard, Australian
Marine Research tr
How well did the chairman conduct the meeting? Tick (/) the things he did. You
look at audio script 4.4 9 120 to help you.
1_ call the meeting to rd r
2_ state the purpose of the meeting
_ allow all participants to contribute
4_ prevent irr l t debate
5_ summarize the discussion Richard Baxte1
Friends of the sea
6_ call f r vote

t,,llNUTES F MEET|NG

9 Look at audio script 4.4 on 9 120 and write the minutes of the meeting. Use
the model in the Writing bank 9 97 to help you.
Tanya Olsen,
Friends of the sea
 S STLjDY
h_'-- ffi :'W : ffi" ffi* -.'r\" ru,J _- # - ffi . ful; _ ffi -

BRIJUNl ARCHlPELAGo
im: meeting to discuss
hold ecotourism project.
1 Read about the Brijuni Archipelago.
L
2 Listen to interview ut -r s rt development. W
']i i&j
3 Hold meeting to discuss the issues involved in the project. i{;
4 Come to an gr m t d write summary of the meeting

;
The rijut i r hi *l g*
Read the extract from travel blog and answer the questions. qt

'l What could attract people to Veliki Brijun? Veliki Brijun

2 what extent is the wildlife at risk fr m the influx of tourists? ,

3 How satisfied r tourists with their stay?

lry,

The Brijuni Archipelago

h Brijuni Archipelago consists of 14 islands m spot Brijuni's famous pink dolphins.
situated three kilometres fr m the mainland of lstria The Brijuni National Park was created in ]98 and
in Croatia. Visitors r l permitted to stay the boasts zoo and safari park. h r r three luxury
biggest island, Veliki riju . hotels Veliki Brijun with spacious suites and sea
The climate is mild and the combination of sunny views. h r r opportunities for yachting, water
weather d high humidity has produced lush d skiing and deep,sea diving, and the u |
lu uri us vegetation. h r r 700 plant species, Watersports Festival is ul r attraction.
250 different birds and many varieties of fish and However, although m visitors enjoy their stay,
shellfish on the islands. h r r some d g r d some travel blogs claim that the hotel facilities r
species but their di g colonies are protected too modern, the rooms r monotonous and the
conservation laws. Adult turtles can often outdoor activities r m r or less the same as
s basking in the su and if visitors r lucky, they wh r else.
 self-catering eco-resort
2 ffi Listen to representative of the Croatian Tourist Board, the mayor of
Mali Brijun and representative of the Croatian Wildlife Association talking about
the creation of self-catering eco-resort and tick (/) the topics that r discussed.
_ job creation _ building works
_ overseas investment f _ benefits to the community
_ta revenues 9_ visitor numbers
d _ invasive foreign species h_ preservation of the environment

J€ tisten again and m r the topics in Exercise 2 in the order you hear them.
What points do the speakers make about these topics?

The representative of the Croatjan rist Board has called

meeting to discuss the project and circulated an agenda.
Work in groups of three. Read the agenda below and r
r l cards and r r to meet the other participants.
student , look at the information below. student , turn to
file 5, 9 103. Student , t r to file 12, page 105.
Roleplay the meeting. Discuss the issues and try to come to
an a9reement about the project.
]

Student
Agenda You are representative of the Croatian Tourist
presentation of the projed
rd. You will chair the meeting and present the
advantages of the development
extract below from r rt prepared the rd.
the way forward
r to enlist su rt for the project.

Report: -r s rt Mali Brijun

The New Project Committee has decided to built local contractors and r d with
l u h an -r s rt the island of Mali Brijun. vegetation.
The resort will built in two phases: All rr d activities will include boating
'l The construction of jetty and road for and fishing. marina wi|l buitt f r yachts and
access to the r s rt. This involves clearing pleasure boats (providing r t l income).
approximately 20 hectares of forest. The N tur trails and cycling paths through the
wood will used to build accommodation forest will created, including f r bird
the island. observatories.
2 The construction of 35 chalet bungalows r 200 dinosaur footprints have been
with modern facilities and td r discovered the island and private gr u of
swlmmlng pool. investors is interested in financing dinosaur
15"/ { r9 needs generated wind theme park.
fur i s and solar panels. Each bungalow will

Meeting ýu m r
6 of your colleagues was unable to attend the biodiversity conservation disembark
meeting. Write email (200-250 words) to him/hen disposal ecosystem endangeredspecies
summarizing the discussion of the project. g r g indigenous influx leakage
recycling plant siphon off sourcing
stakeholder
See DVD-ROM Mini dicionary
 I
Grammar: the passive
Vocabulary: airports: facilities, security procedures
Professional skills: dealing with difficult situations
Case study: l r Airport - develop airport infrastructure

Reading
WHAT N/IAKES GooD AlRPORT
'l What makes good airport? Discuss with rt r. Consider the facilities and
services airports provide.

2 Read the article about modern ir s 9 4'l and complete it with

Sentences -9.
And, for reasonable fee, t\e Dutch ir t hosts weddings.
The thought crosses m mind every time l pass through London thr w
disorganized TerminaI 3.

F r me, Changi is the hm rk for what an international ir t should : an

airport you d ur family actual|y want to spend time in and enjoy yourself.
d But if, unlike me, you would r th r spend minimal time in the terminal, could ur
opinion of airports change if they found m r creative ways to keep us amused with
W customebfocused amenities?
And if there was more focus r u d the customer and differentiation, we'd more
likely to return and spend m : win-win for all?
f Wouldn't we m r inclined to small ri for dedicated ir t agent to
rr 9 ur onward coach, bus r airline transportation at ur destination th f r
trolley, f r example?
g Of course, some of you may s r little thought f r wh t ff r at airports.

3 Complete the sentences with the words in bold in the artic]e in Exercise 2.
1 h r a(n) _ agent who is responsible { r identifying passengers who need to
check in r idl .
2 Last-minute deals often enable you to purchase tickets.
3 Vi Schwechat lnternational Airport has east-west with capacity of 24
million passen9ers.
4 Some people r f r a(n) mobile h to rl subscription l .
5 Your insurance covers baggage that is lost r damaged
6 ur airline meals are the which all in-flight caterin9 should judged.

4 Work in pairs. Choose some words from the article in Exercise 2 that you have not
seen before and look them up in dictionary. Read the definitions to r rt r
for him/her to identify the words.
 What makes good airport?

its security, service and ability to handle delays

d cancellations efficiently than whether it has
spa treatments or independent f s. _ Such
creative people-oriented facilities that might
ur 9 travelIers to rri at the airport ear|ier
could include texting u s to ur mobiles for
discounted mea| r spa treatment. Or guided
tour providing an insight behind the scenes of how
airport functions, At the very least, offering free
wi-fi as standard. 5

Amsterdam Schiphol is th r good example of

airport offering something for everyone. The
my last holiday I tumbled down i d r Netherlands' h has just opened the first D
helter-skelter, relaxed i tropical butterfly g rd , theatre at an airport and is also well-stocked with
swam in rooftop pool and my children had f in unique attractions from flower shops to |i r ,
forest-themed indoor playground. And all of this museum, indoor/outdoor garden and casino. 6_
was just at the ir rt.1_ Could the bustling hub Although airports cannot always offer their
of Singapore h gi the ultimate 21st century attractions for free, what's stoppin9 them fr m
airport for the 5 m r i transit, the 'transumer'? ff ri g us 'optional' - 5- -9 services that
2_ Heathrow is m r of chaotic factory complement the airline and benefit us? 7_ Even if
churning out passengers than an ir rt to we have to little extra, these services are what
cherished, with of the 'fun' diversions that airports should looking at as foundation f r
m Asian ir rts ff r to woo the weary traveller improving ur ri . lf we have to spend two
waiting f r flight. F r example, g Kong's Chek hours navigating ur way around 'fortress', we
Lap Kok Airport is great place to play round of should have the opportunity to get the best out of
golf between flights, while | Lumpur r time there. Until then, l'll save my ho|iday
lnternational offers passengers fresh air in giant m f r my next trip via Changi, where l'm
rainforest inside the t rmi |. hoping f r r ll r coaster that will r l me to my
_ Most people tend to judge ir rt m r gate. And who knows? lt might actually happen.

Listening
- PASSENGER EXPERlENCE

5 :, ir rt they
....il:;'li.i Listen to four passengers talkin9 about the kind of
appreciate. Match the speakers 1-4 with the subjects they talk about a-d.
who talks about:
queues? _ ir rt design? _ transport links? _ d signage? _
6 ,.,,.:,{ Listen again.
What suggestions do the speakers
make regarding each of the items in Exercise 5?
 /\ý & **# ffi ,#h#W&ýWY
Readirtg
SEcURlTY REGULAT|oNS

Work in pairs. r the following Statements about airline regulations tru ( ) or

false (F)?
1 Handba9s count as one item of rr - lug9age. / F
2 Any bag containing gel r r m is subject to Separate inspection. /F

Lighters can only placed in baggage destined for the hold. /F

4 Passengers have to justify their possession of any medication. /F

5 Security staff have to taste food before allowing it through Security. / F

6 security staff may use their w discretion i f r i 9 the regulations. /F

Read the passenger security regulations and check r answers in Exercise 1.

Passenger security regulations

Each ss g r is restricted to item of cabin baggage with maximum size { 56 m 45 cm
25 cm. Othei bags, such as handbags, may rri d within the single item of cabin baggage.
ll liquids should " pui b.ra "g'gug".' is includes water and ih r drinks, .r"".r, r" s, pastes
and ge|s. Liquids, 9 and allowed in individual contain_ers of 1O0.ml, which must fit
""r s lr "r"- l 9 l rg r than 2 m 20 m. h bag must
comfortablY in , transparent, resealable
presented separately for examination at ir rt security-
lighter "r. p"rron may taken through the s r h point but must not placed into the cabin
bug ai"r. ,.r""ning - it must carried on ih" rS f the tir flight. Lighters r not authorized in
hold baggage.
Bssentia'ibJdicines may permitted in l r9 r quantities above the 100 ml ]imit but are.subject.to .

authentication. passengers are obliged to ri 9 supportin9 documentation from qualified medical

professional.
Liquid food r sterilized water taken through airport security. h m i g adult will
required to verify tasting.
;; ;';ri;; ;bctica| items have to removed from cabin 99 9 and screened
separately.
security p"rronnel r t permitted to deviate from these regulations. while you r bein9 searched,
notloke about having bomb or firearm i your possession. penalties can severe and include the
possibiiity of being sent to prison d/ r fined.
'l The passive is o{ten used in official, im rs l statements, when the focus is the
action to performed.
2 form the passive, use the r ri t tense of the r + past participle.
Present simple Lighters r not th riz d i hold baggage
r s t continuous w ir traffic tr l system is i g installed.
Past simple was denied tr because his passpo had ir d.
Present f t Since 9/1 1 stricterrd r controls h enforced.
Past f t complained because his medicine had confiscated.
Will w body s r will installed next month.
Futur infinitive w t rmi l is to built t r,
lt is possible to use modals with passive r f rms:
Everything possib/e will/should/must done to ensure swift passage
thr gh immigr ti .
See Gr mm r reference, 9 11 .

Study the Grammar . Underline all the examples of the passive in the security
regulations in Exercise 2. Circle the examples of modals used with the passive.

Which examples indicate:

obligation?
recommendation?
possibiIity?

Read the description of the 99 9 handling process and change the verbs in
italics into the passive if necessary.

99 9 handling: frequently asked questions

When you check in, ur itinerary ]dbp/ays the computer and r m r 9
tags 2print out. These tt h to each of ur pieces of luggage.
The tag has al| of your flight information it, including ur destination and any
stopovers, as well as r code containing ten-digit um r. This um r is
unique to ur lu99a9e and 4 use the computers in the baggage-handling
system to look u ur itinerary.
After check-in the um rs sread automated s r. This device s
the r codes t 90 percent oithe bags that 7pass . The th r bags sr ut
to another r to 9scan m u ll . the '10-digit bar code um r r0has
identified, h bag 11takes to its appropriate destination.
lf conveyor 12obstructs in any way, your baggage will 1 r ut r u d the
k 9 .
1aloads onto destination-coded vehic|e and 1ssorts at
Fill , ur baggage
s ti g station nextto the gate. The bags 16tr sf r onto carts andl7takethe short
distance to the waiting plane to r8p/ace in the cargo hold.
 i.iilEl 5 ,'
1
iir:'-if]]i _

;",,
i

List*ning
PRoBLEMS CHECK-lN

ý l your experience, what are the most common problems passengers face at
check-in? Discuss with partner.

2 ti)ffi}}]ii Rachel Hoffmann is the ground staff supervisor for AVA Airlines at
Heathrow airport. She is discussing some recent difficult incidents with the check-in
desk staff. Listen and complete the incident report form.

Incident report form

rs involved situation Action taken
Karen

Steve

Tadzio

Compare r answers in Exercise 2 with partner and discuss the questions.

] How well do you think the members of staff handled the different situations?
2 What different ways of handling h situation would you suggest?

.} Complete the s mm ri s of the incidents from Exercise 2 i r own words. Then

|ook at audio script 5.2 on 9 12'l and check r answers.

1 was about to check in. h parents were u

_. Their baggage o_floor '_ and the
l rg group of l
children and started '_about
other '_, Dalal was asked 6_ and finish the check-in procedure.

2 At first l refused to allow passenger onto the flight as check-in 7

previously. However, his wife'_ and the captain 9_.

Justyna was on duty and 5s 9 r became abusive and

10_. Tadzio,
who was on the ne"t countbr, d t h r and "_ face. As result, he
"_for two weeks. Although ''_ from the ss g r, he'o_
and will not 15
 complete the advice in the professional skills with the rr t form of the
verbs in the .

asýume avoid listen provide r ýs r respond take

Dos
: 1l ', , the ss g has right to upset.
,2 r full and show empathy and consideration.

,3 ' l , ti l Q d apology.
,4 ,,.| |th ' ss g r that you will do your best to find the best possible outcgme
,',

: Don'ts
1 5 , acomplaintasapersonal attack.
: to emotion with emotion.
,7 taking r,esponsibility making excuses for your m shortcomings.

No MORE FL|GHTS ToNlGHT

6 * ffi Listen to customer service agent for flight delivering some bad news to
passengers and answer the questions.
'l which dos fr m the professional skills does he observe?
2 ldentify THREE expressions he uses to try to calm the passengers down.
3 Do you think he succeeds in calming the passengers down? Why/Why not?
4 ldentify any mistakes he makes.

Speaking
CALMlNG PASSENGERS DOWN
7 Work in small gr u S. Look at the exchanges between the customer service agent
( ) and the passengers ( ). Write improved versions and act them
out.
1 : We've been waiting h r all day. What l want to know is whether you'll refunding the
transfers at the other end.
: l can't tell you that.
1: And the hotel?
: I can't say that.
2: Why can't you?
: l'm sorry. l fu|ly understand how you feel.
: r you going to get m to Fr kfurt this evening?
: I can't.
3
Why not?
l'm r s rr for the inconvenience but th r r m r seats,
3: Why not?
Conduct survey using
h r are no m r seats.
: Why not? l want an answerl inte views and the
| have control r the situation. l'm just passing on information.
internet to find out m r
about the most mm
8 ffi Now listen to improved versions of the exchanges and compare them problems ir t staff
with the ones u wrote. How are they better than the exchanges i Exercise 7? have to deal with. R t
back to the c|ass.
9 W rk in pairs. Student , turn to file 6, 9 1 . Student , turn to file 22, page
108. use the information to roleplay the two situations. h discuss how successful
Were i calming the passengers down and providing satisfactory solution.
 4 Work in small groups. Y are going to hold meeting to try and
find solution to the problems at Claybourne. Read the agenda Agenda
the right and try to think of as m ideas as possible for each of 1 check-in r dur s
the items. Group , look at the information below. Group , turn to 2 ir rt expansion
file 9, 9 'l04. 3 human r s ur s
4 safety and security
Roleplay the meeting. Appoint secretary and discuss the 5 revenue stream
items the agenda. Decide on five-point action plan to solve
Claybourne's problems.

Group

CONFlDENTIAL: Ministry of lnterior

report submitted to the Ministry of lnterior Suggests that criminals r exploiting
airlines' self check-in systems to travel usin9 false identities. At present domestic
passengers r able to check in and dr off luggage without having to present
r f of identity.
The r rt recommends abandoning e-ticketing and conducting lD verifications at
check-in so that l passengers can pass through security lines - s is the case at
international terminals.

Fr m: Arthur Scarman, WGU

Revenue at l r
TTti l ur Airport Management Airport
. F s paid Beelines for the runways,
h r are rumours that you are planning to reduce aircraft stands, landing charges and
] r costs introducing v m r job 'f|exibility', r9 r down 1.6 r r the last
t
:. . making people do tasks that r not part of their
five years in r l terms.
; description and for no extra . Fees f r facilities ( .9. retail, parking,
Civen the failure of recent talks improved salary and r t l space): projected increase of 18
rvorking conditions, we wilI caIling airport and percent, accounting for 65 percent of
security staff who belong to our union to strike for an totaI income.
indefinite ri d as from next Wednesday.

Plane Absurd pressure 9r blocks airport taxiway

The campaign against the new ru W at Claybourne entered new phase yesterday,
wh community activists, local residents and climate change campaigners prevented
i r ft from taking off for r five hours. l communiqua, the gr stated that
i ti contribution to climate change is expected to rise to 17 r 2050
t
+rith disastrous global-wid" . r"qu" "r.
spokesman for the campaign said, 'The traffic r u d here is h rr d us and the
Trotorway is congested. lt's impossible to sleep with al| the aircraft flying overhead.
-h r should urf w all night flights. And new runway *ould k" it worse,
especially if it's long enough f r Boeing 747s d Airbus 8 s. We w the case at
tseaconsfield and we'll win this one too.'

,'inutes of the m ti ý
stands
aircraft hm rk bump up rri r
5 Write the minutes of the meeting you have
just held. Use the model in the Writing bank rt v gr u d handling crew hold ( )

page 97 to help you.

hub Ianding h rg s landside pay-as-you-go
s r i g slots tur r u d times
See DVD-ROM Mini dicionary
 Vý kV,&ý }
CONSOLID TlON
Tourism deveIopments Continuous aspect
ý Read the text about family travel. Underline ý Circle the rr t options in italics. Sometimes
all the r forms which indicate changing r m r than option is possible.
developing situation. 1 At the moment many w hotels are built /
r i g butlt.
'Have Kids Still Travel' 2 Medical tourism is sector that grows /
Family travel is becoming m r and m r has gr wi g r idl in recent years.
popular. The majority of those who travel with Many jobs r created l r i g created in the
children is in the Generation category, aged h t l industry at the present time.
26 to 9, t now that the population in m 4 h castle v rts / is i g converted into
countries is getting older, many grandparents
residential conference centre.
r travelling with their grandchildren as well.
Children r increasingly playing an 5 Tourists now m / r w becoming m r
influential role in choosing wh r to 9 criticaI and the demand for better quality service
holiday, and their interests and desires seem has increased / has lncreasing.
to important factor in parental choice. 6 Next month we wil/ offer / will ff ri g
r l brings the family l s r together and special discount on weekend breaks to Venice.
although travel dates still revo|ve r u d the
7 The cost of living has ris / has rtsi g
children's school holidays, m r and m r
rapidly r the last six months.
surveys r revealing that parents r r r d
to take their children out of school for short 8 People who tr l / r travelltnq frequently
periods { time to avoid higher fares and m fulfil / m fulfilling desire to escape
congestion. their cultural background.
Ups and downs Web words
3 Circle the option in italics that is wr g or does 6 Fi d'l 3 words connected to websites i the
not make sense in h sentence. word square. h use them to complete
the sentences.
1 Festival g rs boosted passenger um rs
gradually / significantly during the week of the
L L G N
arts festival.
R S F G
2 Looking at the graph, l am struck the slight /
dramatic surge in reservations in July.
R W R F R S
U R L S
3 Passenger traffic dipped steadily / s/ightly last
weekend compared to the same weekend S L D S F N Z
last year. L L R F S
4 Airlines have had to contend with r d st / U L U N
sharp hike in fuel prices, up 15 r t. R N F L N
5 The um r of overseas visitors went up in the U R S R L N
last quarter and is still the rise / levelled off.
U U F J W D
6 Job gr wth in the travel industry has outpacedl
dec/ined all other sectors of the m . J D L U U F
F N D W D R

Advertising and publicity 1 posts regularly on his travel lt great

l to pick up tips about Asian travel.
4 r the following advertising ( ) or publicity ( )?
2 Why does this computer always _ and l lose
'l television commercial broadcast durinq prime everything l've working on?
time / Why don't you _ the s r and see if
2 message about upcoming event posted th r any new content?
Twitter /
4 This website is taking awfully long time to
3 space purchased f r r embedded in h r must some huge images!
mm r i l website /
5 The most readable _ is often said to
4 television documentary about cruise holidays He/vetica.
/ 6 The _ oftext and graphics on the page
5 the sponsorship of local charity travel should given careful consideration.
organization /
7 Use ur mouse to place the _ at the start
of the first r w, then type in ur name.
lo_untabJe and uncountab|e
nouns 8 Click on the _ below to find out more about
ur terms d conditions.
ý r the words in bold t ( ) or
t l (U)? 9 lt will take while to _ that video onto ur
site - it huge!
'l Sh an rt in so{tware design. /U
'l0 These video files r too big to put up the
2 You should always make back-up of ur site - we don't have enough
files. /U
1 1 Bing and Google r the most popula r _
3 How much m do you spend promotion? engines.
C/U 12 Y u need to _ down the 9 to find the
4 Despite the media hype, l found the w information u'r looking f r.
sm t h r disappointing. /U
1 We need eye-catching _ at the top of the
5 We've purchased some space f r 9 to draw the user in.
advertisement in th magazine. / U, / U
6 When she was student, she kept r rd of h r
travels the lndian subcontinent. /u
7 We did promotion at the tr d fair and gave
away lots of travel vouchers. /U
8 Advertising is the art of convincing people to
spend m they don't have f r something they
don'tneed.C/U,C/U
Making predi tions
7 Complete the text t San Francisco with the words ] the .

bound to chances r could |ikelihood r won't unlikely to

h r is '_ m j r earthquake in San Fr

is s r r later and 2_ that
it will occur in the next few decades. ln 1980 federal report declared the of
major thq k hitting California within the next 0 years was 'wel| i excess of
50 percent' and yet the Big One has yet to strike. While holiday i lif r i , most
tourists r _ give the idea of earthquake happening second thought, Yet
California has m r th 300 faults ru i g beneath its surface, so while you're there,
it possible that you '_ feel the earth m , even if u r so busy doing other
things that you 6.-*-! Nevertheless, the Big is coming - th r no d about it.

h business plan
ý Complete the advice about creating business l with the words in the .

bottom line r d identity r k cater f r {orecasts niche

overview profit and loss public relations threats

Y r business plan is like r d m giving you l r directions to where ur business

is heading. Here are few stages to help ur journey.
'l The m of the game
What r business is called is part of its 1_, so make it memorable and easy to
recognize and repeat.
2 The mission statement
What will your business like in five rs' time? Will you expand it to include
other h s r extra employees? Write paragraph for the website with
concise '_of what is unique about your business idea and makes it stand out
from the competition.
The marketin! I
Clearly define-your territory d _. What kind of public will you _? How
will you promote r product r service? What r r proposals f r adver:tising
and 5_?
4 SWOT analysis
Outline r strengths, as well as opportunities and
._. Point out what
weaknesses there m i your financial '_ but don't underse|l yourself or you
may put off potential investors.
5 The'_
business r t without budgets but bank r g r will certainiy want
to see ur
9_ statements f r the {irst r. Yr ur accountant will draw up initial
l sheet to give you some idea of how long it wil| take to 10_ before you
start making profit,

Branded vs boutique
ý Complete the r gr h with the words i the .

attentive distinctive intimate stylish uninspiring

The d d hotel we stayed at in New York was totally bland and 1 but we ate
out i very 2- Art Deco r st r t Madison Avenue with very cosy and 3_
atmosphere. Next time we'll book into 'lifestyle' hotel with ( ) _ personaliql and
5__ personnel who will look after all our needs.
word formation
1 Complete the text with word formed from the w rd in capitals at the end of
the line.

Throughout the] resort, there are m mulfinational hotels and 1 , of , LEAK

profits is there re high; with toreign products:being , i to 2 tisf F l
guests' . The host c mmunity benef]ts minimally fr m tou,rism REoUlRE
us the lion's share of the hotel chains' r fi is to external_ TRANSFER

stakeholders. h r is gr wi g'_
within the Goan population r coNTENT
this state of affairs. protests have he|d r the behaviour APPROPR|ATE

of visitors, the 7_ damage caused waste and the exccýýive us of ENVIRONMENT

S r ereSoufces. hiskindofrn sstourismintheregionis |e rly 5USTA|N

word transformations Dealing with difficult passengers

1'l Complete the second sentence so d 2 Complete the words i these sentences. The first letter of
that it has similar meaning to the first h word is given.
sentence using the word given. Use 1 We will do ur u_ to find satisfactory solution.
between two and five words, including
the word given.
2 l'm r s rr for any i_ that has caused.
3 h r no need to get gr - please _ d_.
1 ' h r should drastic reduction in
access to sensitive sites,' Beatriz said.
4 h circumstances r _ ur control.

suggested 5 l'm explaining the situation to you; l'm not making _.

Beatriz access to sensitive sites. 6 l h_ what u'r saying and l fully understand ur point
of view.
2 Luis told the meeting that action had to
taken immediately. urged 7 l'rrr s rr but l'm just the messenger - |'m just _ on the
information l've given.
Luis _ immediately.
3 She said that she thought the number of
8 l'm going to give you f rm to fill in so you can _ on
the insurance.
visitors shouId strictly monitored.
recommended
She _ um rs.
The passive
4 The cruise r t r told the captain not
to the coast. warned
"! 3 Rewrite the sentences using the passive form of the verbs in
to sail too close
ackets.
The captain too close to the
1 You cannot put lighters in hold baggage. (authorize)
coaSt.
e,g. Lighters r t authorized i hold baggage.
5 Could you stick to the point because this
discussion is getting wh r ? circles 2 They didn't allow him to t r because his ss t had
expired. (deny)
Could you stick to the point because we
r ? 3 h have imposed stricter rd r controls. (enforce)
6 We need to decide now if you don't want 4 She complained because they had taken away h r medications
to stay h r all night. reach (confiscate)

We need to _ you want to stay 5 They r introducing w air traffic tr l system. (install)
h r all night. 6 h r is limit of item of cabin 99 9 r passenger.
(restrict)
 ;:]. i iý

Grammar: talking about the past

Vocabulary: describing heritage site, architecture, 9uiding expressions
Professional skills: working as tour guide
Case study: Ascoby Hall - design museum exhibition

Readlng
WoRLD HERiTAGE SITES
] Match the photos -F with the texts 1-6 about famous World Heritage sites. h
circle the correct options to complete the texts.
1 Lake Baikal lies in _, r the city { Irkutsk. lt is the w rld deepest and oldest lake
and contains 20 percent of the l t unfrozen freshwater. The lake supports
outstanding variety of flora and fauna of exceptional value in the study of evolution.
S uth r Siberia N rth r Kazakhstan l rus d Lapland
2 The Altamira Caves, situated 0 kilometres west of _, contain some of the w rld
finest examples of prehistoric art. The earliest engravings and drawings date back to
around 16,000 r. h feature the World Heritage List as masterpieces of creative
genius and as hum it earliest accomplished art.
Torrelavega S t d r Salamanca d Zaragoza
The Sydney r House is considered to one of the greatest r hit tur l works
of the 20th century. Located downtown and overlooking the h r ur, it was conceived
and built _, who won the competition for the best design back in 957. h
'1

construction comprises thr groups of interlocking vaulted shells, covered over

million white tiles in chevron pattern.
Danish architect, J r Utzon an American architect, Fr k Gehry
British architect, Norman Foster d Chinese-American r hit t, l.M. Pei
4 The 9 Senegambia stone circles consist of r _ monuments r d out of laterite
and erected between the third tur and the '16th century , forming vast
landscape of ancient graves and burial mounds. h survival of so m circles is
unique manifestation of sophisticated and prosperous society.
500 1,000 1,500 d ']5,000

5 Wh Mount Vesuvius in the Gulf of Naples erupted in 79 , it buried the ancient

towns of _, as well as m luxurious villas in the r . The ruins w r excavated as
from the 1Bth century and give fascinating and unparalleled insight into life in the
rl Roman m ir ,
Rome and Pompeii Pompeii and Napoli Pompeii and Herculaneum
d Pompeii and Stabiae
6 h spectacular ice-carved fjords, lakes and valleys in Wahipounamu, _, r
amongst the finest landscapes i the Southern Hemisphere. ' Wahipounamu' is
Maori term meaning 'the place of greenstone'. Greenstone was used for tools,
weapons and ornaments, and was believed to have spiritual f r .
Fiji Rarotonga Tahiti d New Zealand
,

2 W rk in pairs. Read the texts in Exercise 1 again. Take turns to ask and answer the
questions below for each .
1 What criteria justify th ir inscription as World Heritage sites? 3 what seen at the site?
2 r any significant dates mentioned? 4 l which country is the site located?

V ul r
], SCRIBlNG HER|TAGE SITE

3 Underline these expressions for talking about heritage sites in the texts i
Exercise 1. h find another m l for each t g r i the texts.

Where When
as fr m the 18th century...
]-ocated downtown . date back to around 16,000 .

Features Significance
... r d out of laterite ,.. ... 9ive fascinating and unparalleled insight into ...

construction comprises ... ... some of the w rld finest examples of prehistoric rt

4 Study the Grammar . h listen to some more information t

Pompeii and Altamira and complete the examples.

'! jse used to and would to r f r to repeated past Use it is believed/said/thought thatto r f r
events. to events which r not necessarily historically
sons of m of the l d ri h families accurate but r generally accepted to tru .
' Pompeii as wel/ as Rome and i . We don't k w wh they painted th m t
Gi the enthusiasrn f r all things ltalia , yisitors that they m well h had some
a tists to paint rigi l works, /andscapes magic signlficance.
d city views. l rs ll doubt this but
5_ that they h d
/ of the i ti gs r of im ls such as d r painted sh r s.
ifrat the dwe//ers all r u d them. See Gr mm r r f r , pages 1
'l and 1 14.

5 Retvrite the sentences using the words i brackets.

1 eeople say that the stone circles at Stonehenge w r used for the ur s s of astronomy. (said)
e.g. lt ls said that the stone circles at Stonehenge w r used f r the purposes of str m .
2 :was custom for the ancient Egyptians to ur their dead with list of magic spells and
.lstructions f r the afterlife. (used)

3 lr r is some evidence that the Megalithic Temples of Malta r the oldest buildings in the
,,, rld. (thought)
1 People suppose that Napoleon may have died from rs i poisoning. (believed)
5 i the Middle Ages sieges went on f r months and could last f r years, (would)
6 Groups of Homo Sapiens and Neanderthals lived in close proximity but in separate
communities. (used)

SS frti g
] ffiLD HER|TAGE

Gt s World Heritage site in your country and write short description of the site
00 words). Use the model in the Writing bank on 9 98 to help you.
,%'- ff* * -&:&fu ffi ffi e.J # " ;
ýp*aking
ST PETERSBURG

1 what do you know about the Russian city of st petersburg, which is uNEsco
Heritage site? circle the correct options in italics to complete the sentences.
m r your ideas with partner.
1 The city was founded Peter the Gr t / Peter ll of Russia / th rt the Gr t.
2 lt was buiIt on disused coal mi / sw m / public rk.
3 Which of these buildings is not associated with St Petersburg?
the Hermitage / shik Palace / the Spassk w r
4 The city has changed its name twice / thr tlmes / f ur times.
5 h city was besieged and m buildings w r destroyed in 7 48 / 1917 / 1941_1944.

Reading
WlNTER PALACE

2 Read the extracts from tour guide to the winter palace, one of the most famous
buildings in St Petersburg, and answer the questions.
Which part of the building ( - ):
'l has an impressive r f? 4 was the scene of annual r m ?
2 contains piece of English fur itur ? 5 is associated with the Russian r luti ?
was used for hospital beds? _ 6 is most typical of R str lli styie?

of the most famous buildings i St The Sma|I hr Room was dedicated

Petersburg is the Wi t r l . /t was in 183 to the m m r of t r the
built i the fashionable r qu sty/e Gr t and houses silver English
f r s ri Elizabeth (1741-1762), the throne made in 17 1. Diplomats
d ght r of t r the Gr t, d was gathered here New Y r Day to
designed the lt li architect ff r good wishes to the m r r.
Fr s rt l m Rastre//i.

The rm ri l Ha|l, with its immense The Rotunda is ir ul r hall in the

piIlars, z chande|iers and s|ender northwest wing of the palace, created
colonnade supporting the balcony and for Tsar Nicholas l. lt served as
its balustrade, rs r 800 m2. antechamber and connected the u i
infirmary was set up h r during the rooms with the intimate quarters used
First World W r. the imperial family in the west wing.
lt is topped impressive dome.

The Malachite Room, richly decorated The Main Staircase, vast, white m r
with malachite lum s and r t staircase was the r hit t best w rk.
vases, 9ilded doors and ceilings, and l the 'l 8th tur the staircase was
parquet floo1 was used durinj the k w as the Ambassadorial staircase
revolution of 1917 as the s f the because the representatives of foreign
provisional government before the countries used it wh going to the
Bolsheviks took power. palace. th J u r " r the
Tsar would descend the staircase in full
imperial attire for the ceremony of the
Blessing of the Waters of the Ri r
Neva.
 Listening
GOLD DRAWING ROOM

3 ffiW Listen to Sonia, t r guide, during h r tour of the Winter Palace and
circle the adjective i each list that she uses to describe the in bold. Which
adjective in each ]ist cannot used with the in bold?
1 ceiling: painted / wood-beamed / delicate / plaster / vaulted
2 chandeliers: gilded / gold-plated / bronze / silver / brick
3 columns: vast / immense / parquet / massive / m r l
4 vases: ornate / velvet / elegant / finely-wrought / r m t l

4 ffi Listen again and answer the questions.

'l What does Sonia say about l d r ll?
2 What does she say about ri Alexandrovna?

Vocabulary
ARCH|TECTURE

5 Look at the pictures of the architectural f t r s below and underline the odd
word in h group. Explain your choice. Use didionary to h l you.
1 arch / column / colonnade / pillar
2 cupola / dome / fagade / tower
arcades / apartments / h m rs / quarters
4 balcony / balustrade / 9allery / mantelpiece
5 bas-relief / minaret / spire / steeple
6 vestibule / antechamber / entrance / wing
7 gi|ded / silver / r z / parquet

balustrade mi r t
l-.c
,
9-

dome colonnade
ý*!*terti tg

GUlDlNG
i;,l1li' Amy Wood works f r
ý ,.i.]l,] 9 that trains English-speaking tour
guides in Russia. Listen to her introduction to the course and complete the
Professional skills . Use more than THREE WORDS in each gap.

;ijllýýrr1l{ij]

good guide, you have to :

1 {ri dl , helpful and able to with r

2 enthusiastic, with good sense of '_ and ( ) '_ personality.

_,***_._.
3 i good physical condition and have plenty of
4 aware of and u_ the needs of all members of the gr u ,
Knowledge
you also need to:
5 r r everything in advance and have all the details u_.
6 avoid being m t us and try to '_ possible.
7 '_ about interesting events that took place there.
8 take advantage of every opportunity to 9_ interesting in{ormation.
communication skills
When you take people r u d site:
9 speak i ( ) 10_ and 1]_ voice so that people h r you.
10 use non-verbal communication, make "_ and use r ri t l

V l r
GUlD!NG EXPRESSloNS

2 Match the sentence halves 1-8 with a-h.

1 The visit will take h ur and you'll see ur steps to the main staircase?
2 lf you could all back h r our way to the kitchens and servants' quarters.
3 l suggest we of 1Bth century baroque architecture.
4 lf you'd like to d 5. 0 at the latest.
5 Nowwe'll make follow me i t the east wing.
6 On ur left you'll see beautiful example f make ur way to the courtyard.
7 Why don't we r tr g back to the rm ri l Hall?
8 shall we head h the mus um most precious items in the r sur Galleries.
 Match the sentence halves 1-8 with a-h .

1 Saint t rs urg was founded Baroque architecture.

2 The statue was erected to commemorate during the First World War.
The Hermitage was inaugurated cabinet m k r in Moscow.
4 h interiors w r subsequently altered d t r the Great.
5 th ri the Gr t was inspired number of different architects.
6 An i firm r was set up in the HaIl f huge fire in 18 7.
7 The antique fur itur was restored g as public museum in 1 52.
8 Sadly, the palace was ur t down h the battle of Kagul i 177 .

Listening
DATES, EASU REMENTS, STAT|STlcS

4 ffi Tour guides often have to talk about dates, measurements, statistics,
etc. Practise saying the figures below with rt r. Then listen and check
r answers.
1 'l, 46 ft tall 5 high
2,57 m 9 75,000,000 visitors
2 1941_1943 6 2001 10 $16.90
15m 5m 7 / { i h thick 11 2 d century
4 250,000 years 9 8 6/1/1546 12 4,954,000

Speaking
AWALKING TOUR

5 Y are going to give walking t r of the district shown on the map. r r

ur tour using the prompts below. lmagine the outside and inside of the buildings
and monuments, their history and cultural heritage.

1 originally built for ..., acquired .... designed in ... style. today forms rt of
2 outside/inside ..., initially home to ..., boasts fabulous collection of ...

3 scene of dramatic event..., depicts..., revolution, annual parade

4 erected .,. to commemorate ..., decorated, r st r d
5 commissioned ..., inspired ..., made of ..., represents ...

6 destroyed ..., tr of ..., World Heritage site because ...

7 founded ..., inaugurated ..., completed ..., 150 r ms containing ...

8 the f rm r ..., is said to ..., t rri l event ..., today houses ...

6 Give your tour to the class. Use the guiding expressions in r is 2.

 S STLjDY " -_#

_} _h,ffi {:; ru,,'- ru, h,' -# fu,,'%

ffi ffi-$ ffifr #-# "} --[

Aim: design museum exhibition.

1 Read rti l about gift to mus um.
2 Listen to meeting about coIlection of artefacts. i

Cambridge
3 Sort artefacts into categories. l
l
4 l the layout of exhibits and write supporting documentation. -.

r s t,fr m the past ."

1 Read the ws r article. What does the collection include and

iffif }
what decisions have to made?

Local Donington m donates museum collection

Albert J h s , 79, resident of Donington with possessions be|onging to the l l| - r l r r
lifelong interest in local history, has donated his Matthew Flinders (1774-1814)will also m 9
collection of artefacts and objects of historica| the exhibits display.
interest to the Donington Trust, which intends to , h newly-appointed curator of Ascoby Hall told
h s them in r Ascoby Hal|. The building has our r rt r that plans are underway to design the
empty for um r of years. layout of the exhibition in the limited space
The priceless collection spans 2,000 years of life availab|e. 'We can't house everything, so we have
in East England, with items ranging fr m whalebone some difficult decisions to make. we need to assess
combs to windmills. Particularly well-represented the relative im rt of h of the artefacts and
r the m objects dating back to the time when decide how to display them, based their intrinsic
the r was settled the Vikings. m r of significance and ability to appeal to the u i .'

2 i'tli]ii lj' Listen to the curator of Ascoby Hall and interior designer talking to
Albert J h s about organizing the exhibition space and answer the questions.
1 What w r the r ms available for the exhibition originally used for?
2 What ideas do the ur t r and the i t ri r designer have f r the use of the rooms?

3 iitjlJil Listen again and answer the questions about the people in the pictures.

Who:
1 built Ascoby Hall? _ sir lsaac Newton
2 lived at Ascoby Hall?
3 installed stained glass window? _
4 founded the G tl m Society? _
5 was genius? _
6 was sailor? _
7 went to Australia? _
8 wr t important book? _
Geoffrey J h s Tobias Johnson Matthew Fli d rs
Sorting the *Khibits
put the words in the in Flv gr s and give m to each group. use
dictionary if necessary.

bracelet r h .+" , compass helmet model pendant pot

replica r r du ti sextant shield telescope \€s

_ |o!!ejv ] _, ]l_- --,-.-,--._

g. clay
]

I
]

t i

,,/ase i

Work i pairs. Student , look at the information below. Student , t r to file 2 ,

page 108. Look at r inventories and decide how best to gr all the objects
into EIGHT different categories for the eight rooms in the museum. There is
object you do not need. Follow the steps below.
1 |dentify the objects in your inventory. Put them into groups according to periods of
history ( .9. Roman, Saxon, Bth century) r types { activity/areas of interest
'1

(e.g. drainage, local language).

2 m r ur results with ur partner. Discuss and see what mm gr u s you
can make.
Finalize ur eight gr u s and decide on name f r each one.

Student

lnventory
. life-size replica of Viking longship
. 18th-century te|escope, compass d sextant
. large map of the Austra|ian coastline (1801-1 SO )
. five combs carved from wh | ( ir
ei9hth tur )
. ].5 1 m photo of excavations of Roman
salt-making site
photos of the great floods l 1947 and 1953
first edition of lsaac N wt ri i i Mathematica
r ten silver pendants and r h s originating
from sweden
. manuscripts dating back to Saxon times
. medieval kitchen utensils and r z keys
. models of windmills and steam engines used to
pump water
collection of surgical instruments used rd ships

6 Work i small groups. You are going to design the

Iayout of the m 5 m. Discuss the questions and
make decisions.
1 What names will you give the r ms?
2 What kind of articles will you sell in the gift shop?
t f t bas-relief
3 How you make the museum attractive to visitors,
including hildr ?
dome excavate
masterpiece m
7 Draw m s m l and then use it to present r r li rui s
exhibition to the class. Explain r gr plans for
the success of the museum.
Grammar: hypothetical situations
Vocabulary: co|locations with eyent
Professional skills: understanding contracts
Case study: Asia Sound - make festival profitable

Listening
ROLE F AN EVENTS COORD|NATOR

1 ffi ltlffi Listen to Emma Murray talking about h r work and complete the job
profile below.

Name: mm urr Age:27

Job title: 1
Place of work: 2

Professional qualifications: Working hours:

Main responsibilities: 5 6

r :il;,'ii; Listen again and answer the questions.

'l What THREE examples does Emma give of problems she has h d recently?
2 How did she deal with each r l m?

V ul r
coLLOCAT|oNS WITH lvr
3 The verbs in the can all used with eyent. Find the four pairs
of synonyms.

call off cancel l r t m rk postpone put off put stage

Complete the sentences from the recording i Exercise 1 with the correct form
of r from Exercise . h look at audio script 7.1 on page 123 to check
r 5W rS.

1 l don't_just r_ events forthe club - although th t rt of it.

2 What l do is 2_ events for other people using the lu facilities.
3 lf anyone wants to'_ special occasion like product launch r hold private
party, they use the club as venue.
4 h match was _ ] 5 minutes before the game was due to start because the
pitch was fr z .
5 Luckily, l had some alternative entertainment prepared just in case they decided to
5
r 6_ the game.
 Use the third conditional (if + past perfect and 2 We can often talk about hypothetical situation
would/could/might have + past ti i l ) to talk in the past with result in the present.
about hypothetical situations in the past. lf h hadn't missed his tr i , he'd h r
lf l had k w i dv , lwould have w.
arranged f r i t r r t r,
3 l f rm l styles, if can dropped and the
lf l h d 't anticipated the bad w th r, l auxiliary verb placed before the subject.
wouldn't h had ti g l . Had l realized how im rt t it was, l would
h could have played the m t h if the pitch h reacted m r quickly.
had been covered f r h d. See Gr mm r r f r , 9 114.
We might h f u d better v u if we had
done some m r r s r h.

5 Match the sentence halves 1-6 with a-f. h complete the sentences with the
correct form of the verbs in brackets.
1 l_ (orded m r tables and chairs if too few people (registered).
2 lf l _ (not had) contingency plan, the keynote s k r mi r h (not work)
3 lf the weather ( ) better, ifyou (tell) me you needed them.
4 We _ (cancel) the event d she _ (know) what to do now.
5 lf l (not check)the equipment beforehand, we *- (set up) marquee outside.
6 lf she (check) with m previously, f there ( ) disaster.
-.
Speaking
WHAT WENT WRONG?

6 Work in small groups. Read the email. h think t the problems and discuss
what you could, would or might have done about them.

mm ,
|'ve had some feedback about last weekend's f r .
r tl , there w r some hiccups: of the four conference
speakers failed to show up and one ofthem Was So boring that the
de|egates w r taking phone calls during his presentation. l'm told
that th r was traffic congestion the roads to the v u , so half
the delegates had not yet turned up ten o'clock, when the first
speaker was ready to begin.
Choose s ts venue in ur r
Some of the exhibitors have complained that they weren't given
enough space and were forced to set up displays blocking the (e.g. football lu ), Find out what
m rg exits. There was also an incident when of the corporate hospitality packa9es r
delegates felI down the stairs and was unconscious for several availab|e, what they ff r the client
minutes. Nobody knewwhat to do and the one rs trained i and how much they cost. Present your
first aid had gone missing. It seems too that some of the t m r r
staff you recruited didn't know where they were supposed to .
findings to the class.
could you please think of how these problems cou|d have
avoided and how you would deal with similar issues i the future?
 V "{ COhJCEPT
FlV Ws

Location: '' ffiW The five Ws r q estions that events manager asks at the beginning
Essaouira is situated on of new project. Listen to Part One of an intervjew with Hamza i, an organizer
the Atlantic coast of
Morocco, 1 '] km (70
of the Gnawa festival in Essaouira, Morocco, and complete the questions.
miles) from Agadir and
170 km (106 miles)
1 Why ? 4 Where ?
west of [.,4 rr k h. 2 Who 1 5 What
When: When
The festival takes place
each r over four days
at the end of JUne, 2 WW tisten again. What answers does Hamza give to the questions in Exercise 1?
visitors per year:
3 Complete the sentences from the ]nterview in Exercise 1 with the words in the .
450,000
h look at audio script 7.2 pages 123 and 124 to check your answers.

:
backs ] ; rdi t foMard p[inning host community liaises
,I
logistics rTission'ýtaternent showcase s ý r stand to gain

1 F r every major event like this one, if it is going to success, you need
vision and 1_.
2 So, for us, the mission is to 2_ Gnawa music and dance,
3 h r are m different stakeholders. First of all, the '_ because there
w r over 450,000 visitors last r.
4 The Ministry of Touris is involved in programming the event and _
with the town of ss uir .
5 The people manning the stalls in the fish market, the hoteliers, the people
providing bed and breakfast accommodation - all these 5_.
6 And l mustn't forget ur main '_, the bank, which 7_ the
festival {inancially.
7 h r are so m things to u_ d it involves great deal of n_.
8 of the hardestthings about 10_ is looking at Iist and spotting
what is not th r .

]t W Event m g rs often s SMARTobjectives as planning tool.

Listen to Part Two of the interview and write what SMART stands for.
1S:
2 :
:
4R:
5 :
ffiW Wbat examples does Hamza give for each type of SMART objective?
Discuss with partner. h listen again and check your answerý.

Use the internet to find out about the WOMAD (World of

Music, ts and Dance) festival and events held in different
rts of the world every r. Think about:
what W D mission is.
where d when the festival is held.
. what activities r organized durin9 the festival.
 Reading
AN EVENT BRlEF
6 Chris Hamilton is the of American corporation called Smartset, which
makes mobile phones. Read the event brief h has sent to Apotheosis, events
management m and tick ("/) the correct answers.
1 What r the objectives of the event?
_ to I r t the firm results
_ to thank personnel f r their h rd w rk
_to r ll out w product
d _ to raise awareness of the r d
2 Which requirements does he mention?
caterlno d _ location securitv
_ tr l of costs _ media v r g h _ transport
_ live music f_ pre-planning i _ parking

Event brief
: Events Coordinator
'I The aim of the event is to throw rt for Smartset employees d their guests.
The objective is to l r t the .u.."r, of the different h s and also-to
reward staff for their r l in the m achievements over the past year.
2 The v u should accessible from thb major employee sites of bakland (wh r
the majority work), Alameda and Rockridge. Last r we held outdoor concert
attended most of our 950 employees. 85 percent of those who were there
expressed satisfaction in the feedback questionnaire and this r we aim to
exceed expectations.
The progri.rn. of entertainment should appeal to ur staff, whose r 9 9
is under 0. Refreshments should provided, taking into account different
dietary considerations.
4 The events management m selected will take on t m r r serving staff,
rg iz security arrangements, liaise with the press and/or television, etc. at their
w expense.
l suggest we set up joint task force to discuss the event in gr t r detail and come
up with some good ideas. when we have better idea of the overall cost and r h
agreement on terms and conditionS, We will i position to draw Up contract
and set things in motion.
Chris Hamilton
PS I will, of course, making an introductory speech.

ýpeaking
D S l GN [,Ný,,A N EVE N,]},

7 Work in pairs. St iient

page 109. RolepHy r

-1,"]y:

-*
;*j l

Lfr*
,, 1
-
R**d! g
LEGAL MATTERS

1 W rk in pairs. Make list of the m i legal issues that you would have to think
t as events m g r. Compare your ideas with another pair.

,liil;li:::::.:ý;ij*rýýri:,ijiii.:"i.i.{i ND,II
The language used i contracts has um r of features:
1 adverbial expressions with h r , e.g. h r i ft r (: later in this document).
2 formulaic language, e,g. whereas (: considering that), it is gr d as fol/ows.
3 the use of sha//. ln legal documents, sha// means 'must'.
4 two equivalent words joined and, .9. terms d conditions, ts and
9r r ts,
5 the use of such. l legal documents, such r f rs back to previously mentioned noun
6 l g sentences. This is often owing to desire to all-inclusive so that no
eventuality is omitted.

Study the Professional skills . Look at the Event l r Agreement 9 65

and underline examples of legal language. Find TWO m r examples of 'l
,2 d 4.

Read the Event Planner Agreement again and answer the questions.
Which ti l in the Event l r Agreement deals with:
'l unforeseen occurrences? _
2 responsibility for planning the event? _
3 purchasing goods r services fr m external suppliers? _
4 information not to communicated to third parties? _
5 advertising the event? _
6 permission to use copyright material? _
7 the governing law in case of dispute? _
8 transferring contractual obligations to other companies? _
Complete the sentences with the legal expressions in the .

accept and gr consent and approval costs and expenses

uIl andvoid terms d conditions
1 h ur h s r shall liable for all 1_, including i sur and delivery.
2 Both parties hereby'_to all the'_ contained hereinabove.
3 Any substantial r h will h r r d r the t t _.
4 NeitherpartyshaIl assignanyofthesaidrightsandobligationswithouttheprior
of the th r party
 Event l r Agreement
ART|CLE 1: OBJECT F AGREEMENT
1.1 The Event l r shall provide the services described hereunder in Appendix attached.

i' " Event l r shall r s si for the organization and management of all details
ss r for the performance of services outlined i Appendix , including but not limited to the
Event site, negotiating and all leases r obtaining permits and licences, parking,
insurance, rental r leasing of equipment and negotiating any fees and services to
outsourced to any contractor, vendor r service r id r.

ARTICLE 2: CONFlDENTIAL|TY

2.2 h t shall keep i strict confidence all commercial and technical information in whatever
form acquired and use its best endeavours to bind its emp|oyees and agents to do the same.

JS " Event l r hereby accepts and gr s to use the m m , logo r trademark in

material used the Event l r in promotion of the Event. |ncluding but not limited to any
announcements in newspapers. magazines, billboards, the internet r in radio and television
announcements and for other purpose without the prior written consent of the Company.

ART|CLE 4: ASSIGNMENT
4.1 Neither shall h the right to transfer any of its rights or obligations under this Agreement
to other company, firm r person without first obtaining the consent and approval in writing
of the other party, which consent shall not r s withheld. h of this term shal|
render the contract forthwith null and void.

ART|CLE 5: FORCE MAJEURE

5.1 Neither party shal| considered in defau|t in the f rm of its ig ti s under the terms
and conditions of this Agreement, or responsible for failure r delay in the execution of
such obligations if the f rm thereof is prevented,or delayed wholly r in rt as
consequence, whether direct or indirect, of any cause d the r s control and without
the fault r negligence of such t .

ART|CLE 6: JURlSDlCTlON
6.1 TheprovisionsofthisAgreementshall beconstruedandtheperformancethereofgovernedin
rd with the laws of the state of New york, usA.

IN W|TNESS THEREOE the ti s, intending to legal|y bound, have executed this Agreement as
of the date first above written.
Signed for and behalf of

Speaking
FlNALlZl NG ARRANG ENTS

5 Work i groups of three. Student , look at the information below. Student ,

t r to file 7, page 103. Student , turn to file 14, page 105. Roleplay meeting
between Sm rts t and two events coordinators with Apotheosis.

Student Writing
you r sm rts t . work with
CONTRACT DETAiLS
students and to decide the final
content and cost of the smartset event. 6 Complete Appendix referred to in Article 1.1 of
You have an initial budget of $40,000. the contract above with details of the agreement
. You want your employees to have you reached i Exercise 5. The appendix should
good time but r anxious to keep include detailed description of all services to
down the cost. performed the event planner. Use the model in
the Writing bank on page 99 to help you.
 S STLjDY
& , & l% -&W,&&,
ý*ýfu#}ffi -rfoffi&,

Aim: music festival to become pro{itable

help
1 Read about the Asia Sound music festival.
2 Listen to interview with the festival organizer.
3 Read some messages about r l ms.
4 r i st rm ideas how to make the festival success,

Asia ý u d
1 Read the article published in the music magazine Jookbox
about the Asia S d festival and answer the questions,
1 Why did Nick lkin create the festival?
2 what difficulties has the festival ru into?

sounds of silence for Asian music festival?

h Asia 5 d music festival was founded i 2008 residents also protested at the noise g r t d .
Nick lkin, the bass guitarist of the defunct the event held in rk r residential r and
Austratian band The Burning Pagodas. h ir music the f ilur of the organizers to clean up the site.
was mix of punk, dub and Asian rhythms but they um r of cases of food poisoning were also
r made it big. Says Nick, '| used to sometimes r rt d.
ru into people tlK"a bands fr m southeast h r r serious questions hanging over the _
Asia but we were few and far between, so l thought rg iz rs of next r's festival. Two years 9 35
it would gr t to 9 out there and create people were seriously injured in front-of-stage
festival that would make some of these 9roups .rurb. M"ny bands have complained that.thejr fee is
known on the international stage.' too low and are reluctant to rf rm. Lack of
h festival is now success, with l m is m j r issue - the festival made loss of
parade led the legendary l si Drummers_ AUD 321,000 last r and the main Australian
scenes of s s r, Yarwood Bty, hu. threatened to pull out
Dance Band but last r was m rr d
violence, when gatecrashers pushed through the unless things improve.
rri rs and attacked security guards. Local

interview i Jgokbox
2 Listen to journalist from Jookbox magazine interviewing Nick lkin and
'fril{1ffl,fijj;.}Jffi

tick (/) the correct answers.

1 which of the difficulties mentioned 2 What r the solutions 3 How confident is he about
i the a icle does Nick talk about? he proposes? this r festival?
_ excessive noise _ sales of CDs _ Unsure

_ {inance b_adifferentvenue _ optimistic

_food poisoning _ extra staff _ over-confident
d_ 9 t r sh rs d _abenefitconcert
violence _ m r police

i!]
:li
s s bad ws
Read the messages Nick has received and answer the questions.
1 Which messages r f r to:
amisunderstanding? non-payment?
improved ff r? d withdrawal { support?
2 What effect will these changes have the upcoming festival?
What should Nick do to ensure the festival can sti|ltake place?

S rr ,lr t . Cambodia Dub F d ti r t doing Asia Sound this year. We've

got better dea| at Kuala Lumpur Live with 25 percent better fee. u get
r l m t.

Final r mi d r
Unless the outstanding sum of AUD 0,000 owed to m clients, The Java Jive All
St rs, f r their rf rm at last year's Asia Sound festival is paid the Oth of
this month, we will obliged to seek recovery through the courts.
Y urs sincerely,
Rebecca logan, Ellis & Hunt, lnternationa| Law Firm

lt is with regret that l have to i f rm you that Yarwood is no l g r i position to

s s r the,Asia Sound festival. We l g r wish to associated wlth an event
which we'feel]does t h ur reputation. We wish r success for the
f th mi g festival.

Just h d Nami Tamaki on h . Wants 15% m r or she won't play. Speak 2 u

l8r. Bill

After the interview l gotwhole lot of emails and texts from listeners who say they
don.t want Asia S u d to he|d in stadium. h say it would turn the festival
into sit down rt and th t t the ri they want. ideas?
Simon, Jookbox ma9azine

6 Dear r lkin,
l am writing further to ur recent h conversation as l feel we were talking at
cross purposes. l did not intend to allow you to use ur stadium without payment.
h fee for the second weekend in July would AUD 75,000. Please contact me if
you r still interested.
Razak Bin Osman, Kuala Lumpur Football lu

ý. Work in irs. Student , turn to file 8, 9

1 0 . Student , turn to file 26, page 1 09.
Roleplay meeting between N]ck and
representative of Global Productions,
attendance r h of tr t
events
management m . Draw up plan for how
ti g | coordinate draw up
the festival
null and void put put off r ll out
take place in the best conditions
without losing m . l set in motion stage an event signage
l
]

]
sponsorship task force upcoming
I
See DVD-ROM Mini dicionary
 Grammar: dependent prepositions
Vocabulary: r mU r ti ; adjectives describin9 personality
professionaI skills: i nterviews
Case study: recruit the right rs

Speaking
STARTING YOUR CAREER

{ How m different ways of finding job can you think of? which do you think are
the most/least successful? Discuss the questions with partner.

Listening
FlNDlNG JoB
in the travel
2 tr#ffi, ,ffi Listen to four people talking about how they found work
inJustry. Match the speakers 1*4 with the methods they used a-j. Which methods
are not mentioned?
attending job f ir _
i g headhunted _
using online web portals _
d through friends and family _
, targeting specific company _
,}

, f usingtemporary employment 9 _
t g targeting number of different companies _
i
|||

;
h belonging to professional association _
,
,1
i using professionaI networkin9 sites _
,
; j responding to newspaper advertisements _
ii ,|-8 with the job
|1 ý Listen again and match the extracts from the recording
,,ffi.l.h

, search methods a-j in Exercise 2.

1
1 ... it v r time-consuming. _
'
ij
2 . .. most of them r replied . _
'i
,.

i: ... and offered to do thr -m th internship without ,

l 4 l joined the Institute { r Personnel and Development, _
-
i]
,]:
]; 5 ... it wasn't specifically targeted towards tourism " _ ,

*
6 l even included video of myself. _
l:
]i ,:
]!
r
7 ... the jobs advertised weren't speci{ic enou9h, _
]]

i]]

,l
ý 8 But l WaS V r lucky because one day and quite h ", _
ii] |:
Reading
APPLYING F R JOB
4 Work in groups of three. Student , look at the information below.
Student , turn to file 13, 9 105. Student , turn to file 25,
9 109. Read your job advertisements and exchange information
to complete the table below. Which job appeals to most?

Skirun.com is leading web retailer specialized i poýsess excellent organization skil|s, have k
the sale of ski and snowboarding holiday packages. f r detail d previous telesa|es ri .
As r sult of recent growth in our business, we r You wil| also outgoing, energetic, autonomous,
r ruiti g ski saies m g r. able to w rk in pressurized ir m t and have
Reporting to the international sales director, you 9ood knowledge of ski holiday destinations.
will responsible for leading team of reservation We offer competitive s l r , uncapped
consu|tants specialized in ski holidays to ur commission, fr winter holidays and excellent
and North American ski resorts. Duties include r r prospects.
training new recruits,5riefing staff on new products Please email r CV and ri g letter detailing
and organizing daily w rk schedules, ur experience to recruit@ski-run]l .com
ib" ia""r . i *, *irL " .".puter-literate,

On-TrackTours Howatt Hotels

L-_---

company activity
'
.9. ski sa/es m g r
r l and responsibilities
candidate profile
r mu r ti

5 Rewrite the sentences replacing the underlined parts with language from the three job
advertisements in Exercise 4.
1 The candidate must able to use computer.
e.g. h candidate must computer-/iterate.
2 He/She must have well-developed ability to notice precise information.
3 The ideal candidate must able to do many things at once in stressful situation.
4 The rs appointed must have substantial ri in the industry.
5 He/She must l to work his/her w and concerned to maintain quality.
6 h candidate should speak well and have sold from call tr before.
7 Responsibilities include carrying out interviews and helping decide who to appoint.
8 The ideal candidate will have an excellent ability to direct and supervise th r I work.

V ul r Speaking
REMUNERAT|ON JOB SATISFACTION

5 Write r w definitions for the terms below, then check 7 Work in pairs. What factors, apart
with dictionary. from salary, motivate you in job?
1 Make list of factors and put them
commission 6s l
in order of importance. Discuss the
2 fringe benefit 7 rf rm -r l t d r 5 5 for your choices. Then tell
3 discount 8 fees r partner about your ideal job.
4 profit-sharing 9 wages
5 stock option scheme 'I 0 retirement savings scheme
S LL G YOLJRSELF
Speakin9
YOUR PERSONAL PROFlLE

1 Tick (/) the five words that describe you best. Cross ( ) the five words that
describe you the least. Use dictionary if necessary. How do you think these
qualities will useful in your future career in tourism?
adventurous critical methodical responsible
ambitious determined outgoln9 sensitive
cautious hard-working passionate stubborn
competitive helpful perfectionist tactfu l

conscientious imaoinative r li l talented

considerate impatient reserved thorough
creative loyal r s ur ful versatile

2 Work in pairs. TeIl your rt r about yourself and give examples to justify
your description.

Listening
WRlTlNG CV

3 ffi w Listen to human r ý r s m g r, r rs advisor and former

student talking about writingjcvs. Match the speakers 1-3 with the things they
talk about a-f.
who talks about:
describing skills? _ d r ms and abbreviations? _
the length of CV? _ recreational activities?

h t gr h? _ f customizino the v?

4 ffi Listen again and identify slx things job applicants shouId do and slx they
shouldn't do.

e.g. ri t good-quality r

Speaking
RF CV

5 Work in small groupS. Discuss the elements of perfect CV and present your
conclusions to the class.

6 Look at the V in the Writing bank, page 100. what extent does it meet the
requirements of good CV?

7 Study the Gr mm r . Write at least FlV sentences describing yourself using

some of the dependent prepositions.
e.g, During m i t r shi / was respon sible f r d li g with enquiries.
/ take pride in being conscientious and methodica/.
 Prepositions can dependent r s, 3 r r some dependent prepositions:
adjectives r nouns. Use the -ing f rm of veib
Verbs: l f r, beneflt fr m, tr t
after preposition r prepositional phrase.
, lookfoward to, obiect to, specialize i ,
rs ll , l don't object to seeing photo. succeed i , w rk at
I m good at w rki g under r ssur . Adjectives: w r { consclous of, etigible f ,
/ see little point i attaching m CV if you r 't familiar with, good ad lnterested i , k ,
g i g to r d it. responslb/e f r
lt is possible to use possessive before Nouns: attempt at, benefitto, ri
r u
the -ing f rm: i , likelihood of, rtu it f r, rid i ,
lf you d 't meet the se/ection rit ri , th r 3 guestion of, tr k r rd i
little likelihood of your getting the job. See Gr mm r r f r , pages '1 'l4 and 'l 1 5.

Writing
COVERlNG LETTERS

8 Read the covering letter for the job of ski sales m g r from Exercise 4, page 69
and circle the correct options.

D r Mr Kennedy,
I m writing to apply 1_ the position of ski sales manager which was
2_
on the Jobs in TouTism rvebsite (http ://job sintourism. u/j /9 54?03).
I arn 3_,,..= woiking for rMinter sporte tour operator and h I
track record - dealing with the public. I m applying trecause I, m
interested 5.=- puTsuing r r in sales and , rriy advanced computer
skills to benefit the company.
s you rvill fTom th ?;.___ CV, I h v sid r l 8_ in reýe}vations
: ,
and,$rorking under r ýýu{ , I m also used to '_ with the managers of
proveR 1
,,trbJfl
other'departments in rd r to further company goals. I h
record in the skiing holiday industry and have always succeeded "_ h -" tr
.,
team. In addition, I speak English. Spanish and German fluently.
,:
I will be-availablg forintervielv fi m next week. Me4nwhiie,l.plelse dp
} --j €
not hesitate to contact m if you require furth r information.
I look forward to '2_ from you.
,* #.
Yours sincerely.

tta-ra,"rl.";,, i i ,

1ato bon cat d for

2 advertised r d presented d show
typically currently eventually d hopefully
4 ato cin d with Do internet s r h to find
5 aat cin adve tisements for the kind of job(s)
d with
6 atouse using to match u r interested in,
d matching
How do they describe the following?
7 connected enclosed included d mentioned
the company
8 ri ri s opportunity d practicality
the responsibilities
9 liaise liaising succeed d succeeding
the profile of the ideal candidate
10 background experience track d involvement
11 to motivate
d the and prospects
with motivating motivating d in motivating
12 read r di g h r d h ri g
 *
{
l
l
;

ý*ist*rring
PREPAR|NG F R AN lNTERVIEW

1 Work in pairs. Make list of dos and don'ts for before, during and after
job interview.

2 irl,:rii]i'# Listen to Stephen L g, h m r s r s manager, talking about

going for interview and answer the questions.
1 What points does he mention for f r and during the interview?
2 What does he suggest doing after the interview?

l.
i s
noror,*o ,NTERV ; us l s
3 Match the sentence halves 1-8 with a-h i the Professional skills to make eight
difficu|t interview questions.

1 How would friend r colleague why we should hir you?

2 CouId you brie{ly ru through to your greatest strength?
What do you consider describe you?
4 Where do you see yourself d attractive i this position?

5 Can you give me good r s ur previous ri ?

6 What do you find f of r l m and how you handled it?
7 What did you l r g i five rs' time?
8 Can you give me example h fr m ur previous job?

Work in pairs. Think of some suggested answers to the questions in the

Professional skills . Then h g ideas with another pair. you think of
other questions that might asked during an interview?

Work in pairs. Write list of questions candidate might want to ask the
interviewer. Think about the topics in the . What topics should candidate not
ask about during an interview?

r r prospects m hi r r h m goals rm appraisal

previous job holder scope of the w rk
Listening
TWO CANDlDATES FOR JOB
6 ffi Listen to Stephen Lang interviewing two
candidates for job as an events and sponsorship
m 9 r. ldentify the questions from the
professional skills each candidate was asked.
Match the candidates with th questions'1-8.
Candidate "]:

Candidate 2:

ffi tisten again and answer the questions.

which candidate:
1 has university quaIification? _ 6 was laid off fr m his/h r previous job? _
2 did w rk placement in sports club? _ 7 thinks he/she is efficient and wel|-organized? _
needs the job for financial reasons? _ 8 enjoys teamwork? _
4 has worked in sales? 9 is interested in the r r prospects? _
5 had to solve r l m at work? _ 'l 0 sounds confident? _
8 Whlcb of the two candidates do you think is the most likely to offered the job? Why?

9 ffi Listen to another candidate and write the questions he asks Stephen Lang.
1 Could ? 3 What
2 Who ? 4 How

10 ffiffi Can you remember what Stephen L g replies to the candidate's questions
were? Compare your ideas with partner. h listen again and check r answers.

Speaking
CoNDUcTlNG AN lNTERV|EW
11 Work in small gr s. Read the advertisement below. Half the 9r are the
interviewers at Wessex Plc and the other half are candidates applying for job.
Roleplay the interview. Then swap roles and repeat the activity.

Do you speak English? Are 14ou r d to travel?

Wessex Plc is UKbased oper:ator with internationa| network of hotels, -
resorts and travel r i s. As result of the gr ]s' ti i g ý ý5, we
are recr:uiting rs l to w rk i variety of positions from trainee to
r g m t,l l. depending age, qualifications d ri ,
lf ' r energetic and ambitious, this is perfect opportunity to c|imb the
r gs of the r r ladder, r i i g given, Motivating salary for the,right people.

lnterviewers candidates
Decide the kind of jobs you r ff ri g and . Find out what kind of posts r available and
what specific qualifications, ri and skills decide what you r most interested in.
you require for different posts. r r list of questions for the interviewers.
r r list of questions f r the candidates.
After the interview, decide which candidates you
r going to appoint.
 S STLIDY
- h-#ffi
ffi il-_ fu-# - &_ffiffi 4-W'
*ffi,#&ffi *}ru

Aim: r ruit new m g r f r spa

1 List the qualities needed f r the m g r of spa.
2 Listen to people talking ut job profile.
3 Se|ect the best candidate for post as spa m g r.
4 Write letter of acceptance.

job r tii
1 Work in pairs. Read the description of the Hygeia spa hotel.
Discuss the skills and personal qualities required for rs
to the m g r of the spa. m r your ideas with other
people in the class.

The Hygeia is luxury spa hotel ff ri g wide r g of

holistic, therapeutic and stress-relieving treatments designed to
r l your body and r st r s s of wellbeing. Clients
indulge themselves i the latest hydro-massage, skin and facial
treatments in an idyllic setting just stone's thr w fr m the
well-kept beaches of r ll Golden Mi|e.

2 lll11...1-,; Listen to three directors of the Hygeia talking about

the profile of an assistant m g r they wish to recruit and
complete the web advertisement.

Job title/Function
Assistant Hotel 9 r (with spa experience)
Experience required
-4 years
Job description
The Asclepius Spa Group is renovating established spa in
Marbella, Spain, with all the facilities of hotel, aqua gym and
spa. The applicant will 1_ the day-to-day running of the
spa and r ruit team of 2_ in wellness treatments.
Knowledge of different treatments as we|l as assistance in the
design and marketing of spa services is advantage but not

Job requirements
. college or university education, preferably high r
a4 i Spanish and English strongly u_
ri in financial management, keeping u_,
ensuring customer satisfaction and 7_ staff
high level of customer service, excellent communication skills
knowledge of the m d r spa business and ability to 8
in the market
 snert" ffi,

work in pairs. you r directors at the Hygeia. you have interviewed m r of

candidates and short-listed four of them. student , look at the information below.
Student , turn to file 15, 9 1 6. Read the profiles and make notes the
candidates' strengths and weaknesses.

Name: Carlos de Sousa Name: Jennifer Watson

Age: 2 Age: 25
Nationality: British Nationality: Austral ian
Marital status: single Marital status: single
Education: (First Class Education: diploma fr m
Hons) Economics, Oxford the l ur school of
University; MSc in Spa & Hospitality #
Hospitality and Tourism g m t. $
g m t at lSCTE Experience: After
Business School in Lisbon, Portugal graduating, did course in aromatherapy and
Experience: Worked f r six years as sales hot stone th r . lnitially employed as
engineer promoting pain-free laser therapy beautician and masseuse in lu ur spa in
Sydney, then worked ruis ships {or two
body sculpting r dur , designed to r du
rs as fitness instructor and therapist.
fat and contour the body without invasive
25 percent. Five Subsequently worked i retail travel g
surg r . lncreased tur r
own m , de Sousa f r r but got 'bored with selling the
rs 9 created his
consultores. Most r t work has been in same packages to the same kind of customer'.
providing cost-benefit analyses of the options for At present works for major UK t ur operator
r st ri g spas in um r of European cities. as holiday r . She says it's hard work and she
Languages: biIingual: English/Portu9uese has to work long hours but finds it exciting and
Salary expectations: commensurate with 9 loves meeting different people all the time.
and ri Languages: native English, school Fr h
lnterests: chess, astronomy, fitness Salary expectations: r s l
Publications: Recently published r lnterests: Water skiing, vo|leyball. Used to
entitled The ri sensitivity of Portuguese captain of w m football team. Regular|y
works out in her local gym.
we//ness t urism, which provided estimates of
lnterview notes: Attractive personality.
the effects { fluctuations i the ur 's
exchange r t . Enga9ed to h r Spanish boyfriend. Genuinely
lnterview notes: Highly intelligent and enthusiastic about the post but has also
smooth talker. Said he is looking for job that is applying f r other simil r positions. Declared
m r 'hands-on' and less theoretical. says he open|y at the interview that she wants to
understands Spanish but is not yet fluent. Could combine r r with family.
he benefit fr m language trainin9?

, Work in gr s of f r. Discuss the merits and

shortcomings of the four candidates in Exercise 3. Decide
together which of them you would like to appoint.

Work in the same groups. You have just received

character references for h of the candidates. Turn
to file 16, 9 1 6. Read the references and decide
whether r not to ma]ntain your choice. autonomous conscientious
eligible fringe benefit
hands-on
u write letter of acceptance to the successful candidate.
headhunt human r s ur s
lnclude the points below i r letter.
performance-related t l
. r l and responsibilities reliable supervise
. terms and conditions time-consuming tr kr rd
duration of r ti r period versatile
. acceptance deadline, starting date, duration of contract See DVD-ROM Mini dicionary
* _*i
ý "*-.

f*,
lF,? j? ":,i]_l;*.,# #,;,;" !#},#,l
 Grammar: relative clauses
Vocabulary: food and cooking
Professional skills: giving feedback
Case study: u h Gusto - plan w itinerary

Reading
WORLD CUISINJE _ UZ
'! How m h do you know about world cuisine? Do the quiz and find out.

1 Wh r did the slow food movement originate?

ltaly Fr the United States d Senegal
2 what is fusion cuisine?
mix of sweet d s ur sauces in cooking
cooking at r low temperatures
the application of scientific principles to cookin9
d .uirine that combines diffbrent uli r traditbns
3 Wh r is the biggest vineyard in the w r|d?
rd u , Fr California, USA Piedmont, ltaly d Mosel, G rm
4 Which guidebook awards l star rating f r restaurants?
D rl g Kindersley Baedeker Michelin d Lonely Planet
5 'Eggplant' is synonym for which vegetable?
u rgl zucchini courgette d artichoke
6 Where do tomatoes originally come from?
South America S uth r Europe North,Africa d Polynesia
7 what kind of dish is bouillabaisse?
egg-based dessert fish stew vegetable urr d type of salad
8 which dish of melted cheese and cubes of bread is national dish of
S*itr"ri""
quiche s uffl fondue d croque monsieur
9 Guacamole is an avocado-based dip that originated in which country?
Brazil m Barbados d Mexico
10 What r the dishes th left called and what u tr r they associated with?

| 2 Work in pairs. Write THREE more quiz questions for r partner to answer.
:

,
,

ListenirrgJ
; N INTERV|EW W|TH JEAN-PIERRE PETIT

; 3
:

Listen to
'l:ill{,. ffi'm ,l interview with Jean-Pierre Petit, chef at of France's
j -ost famous restaurants, and check r answers in Exercise 1.
 Speaking
LOCAL CUlSlNE

4 Discuss the questions with rt r.

1 what e*tent does food attract tourists to your country r region?
2 Which dish would you choose to represent u tr uli r culture? Why?
Ur

Reading
CULlNARY ToURlSM

5 Discuss the questions with rt r. Then read the article and compare r
answers with the information in the text.
1 What is the difference between eating and dining out?
2 l what WayS can local food benefit the tourist industry?
3 Think of FIVE reasons why uli r tourism is becoming m r popular.

app tit!/Afiyet o]sun!/Kc}"r] q ý !/ tit !/ I rr !./ j r meal!

Napo|eon once famously said, ' rm marches its children have grown up and left h m ) and divorcees
stomach', d so do tourists. r t itudy of tourism who take prospective partners out for di r and away
in the uk f d that tourists 'forked t' r m romantic holidays r all likely candidates for the
food and drink than they did hotels. Eating is, of food tourism m rk t.
UrS , necessity, whatever you r doing. But dining
third r s lies in the rejection of d mass-
out is pleasure and f r higb percentage*of tourists produced food and drink. Tourists r now likely to seek
the local food and cuisine is importani m t of fresh, authentic, good quality cuisine to tempt
their tr l itinerary. The way fooj is prod;;;j, .ooK"J
ihe
palate. G r the days of the British tourist wanting
and consumed is part of u tr heritage and the fish and chips in lbiza r Americans searching "l. . r"ri
gastronomic tourist seeks to 5 r the 'oIherness' of food chain in Tokyo. ultimately, the foods thit w r
the culinary traditions in the country h" r. , " l consumed
-- r d end up as standard fare in
The role of food i marketing is increasingl, " i..-
.important and British r American diets - Japanese sushi, Chinese
destination marketin9 .u.p"ign. around chow mein, i tacos and burritos, Chinese stir-fryJ
the world demonstrate strong ti b"etween and chicken tikka masala r w rit i favourite
tourism and gastronomy. Local food holds great dishes. And as foreign foods m m r u.."rrbl",
potentiaI to enhance sustainability in tourisb, maintain
the tourist interested in gastronomy will tempted tb
destination's authenticity, strengthen the local travel to refine his palate and better understanj foreign
m and provide f r m t ll -iri dl cuisine.
i fr stru tur . l addition, hoteIiers and restburant
Finally, the role of the media i shaping culinary
w rs r keen to support local farmers and
tourism should not underestimated. Food
fisheTmen, and protect the environment avoiding r gr mm s presented celebrity chefs whet the
produce that has been transported long jir'"n.".."
appetite of those whose rim r pu,por" is to l r
so what r the trends shaping r interest in culinary how
to cook better, Cooking holidays r popular
tourism? h r r ssi five. h first is that tourists niche tourism activity and th m r of p"opie
r now r r d to spend m r of their income enrolling k r rs s and gastronomic tours in
gourmet products, dining out and sampling local ltaly, Fr , rtug l and Spain h s neve, high r.
produce. This is linked to changing d m g hi s and you
- sure that it won.t long before the rest of
lifestyles; gr u s such as the ;i;J ' " the world invites us to wine and di with them.
income no kids), the 'empty nesters' (parents * r"

6 Match the words i bold in the article in Exercise 5 with the

definitions .l-.1O.
1 appeal to the sense of taste 6 excellent quality food and drink
2 having very little taste 7 spent
fully enjoy the taste r smell of food
8 increase the desire
4 entertain someone with enjoyable meal 9 food that has been gr w farm to sold
5 the sense of taste, especialIy the ability to enjoy 10 the type of {ood usualIy served in restaurant
good food
 ý , , ffi ý ffi }$ý -$ ý
Reading
SELL|NG MENU

{ Read the advice on increasing restaurant sales and circle the correct options.

How to tempt your ýt m rý

really good s r r, you need to l r the art same question followed ' r chef is doing ur
_ favourite tonight: fresh mussels steamed with
of tempting r customers. As often as possible,
you want your customers to choose the most shallots and served with Fr h fries and smooth
expensive 1 the m u, as this brings up the r m d g rli sauce,' makes it sound m r
r g revenue r meal, which pleases the appetizing and difficult to refuse. This means that
rnunul", and boosts your s l r , since ur tips r s r rs should use positive adjectives effectively-
often percentage of the final 2_. lf the customer words like srnooth, r m I light, fluffy and 5_.
asks for water, for example, the server should a|ways They should ta|k about the items so the guests
ask, 'Would you prefer'*- r sparkling w t r?' This almost taste them as they describe them.
r g s the customer to buy bottle of water Positive adjectives and foreign words also
r th r than get it fr fr m the tap. 'What l get used to h the menu, which should always
u to drink?' is too question and m lead m r than just list of dishes and prices. 'S lm
to silence. Much better is recommendation like with r m, yoghurt, and l m juice and sliced
'Can l suggest freshly-squeezed r 9 juice r d' r i tastes but 'Smokod s lm
maybe the r s rr lemonade?' Similarly, t rri with fresh r m, natura| yoghurt and 6_
question such as 'Would you r f r starter?' can l m juice served with sliced r st bread' makes
easily end up with 'No, thank you,' whereas the the guest's mouth water.

1 dishes tastes plates d portions

2 account bill invoice d cheque
3 still fresh ordinary d l r
4 house kitchen table d service
5 cooked frozen homemade d r w
6 acidic bitter S ur d tangy

2 l what other ways can customers encouraged to order m r than they

originally intended? Discuss with partner.

V ul r
i:

".:,",- -,-,-1 ., ],
a

Put the words in the in the correct group: positive ( ) or negative (N). h
write short sentence for each.

appetizing bland delicious done to turn greasy insipid mouth-watering

rancid ri r tt succuleni tasty t d tough

4 The verbs in the all describe ways of cooking food. Which could you s when
making mealwith the items'1-6?

i: bake boi| fr grill h roast simm r st r stew

,;i

i] 1 d rice 5 pasta
i:
2 lamb 4 eggs 6 potatoes
j,'
Listening
DEScRlBlNG DlSHES

S aýW Listen to waiter in Turkish restaurant describing some dishes to

tourists and complete the sentences.

Kuzu pirzola r ]_ lamb cutlets which r marinated in r d r, then

2
r h r l and with rice.
2 Lahmacun is kind of Turkish pizza, h r round d base th t in
ri k oven and 5_ with minced meat, tomatoes and h r s.
Levrek pilaki is ( ) 6_ made simmering fish with carrots and tomatoes, and
' onions and q rli .
Midye dolmasi is delicious dish of - mussels, which r 9- with spicy
ri mixture, ,0_ r low fire and 11_ chopped shallots.

Defining relative clauses define r describe 3 Non-defining relative clauses add non-essential
previous noun r noun hr s . The relative information to the main clause, h relative
r u is ith r which, that or wh . clause is separated from the main clause one
These r tender / m cut/ets which/that r two commas. That is not used in non-defining
are grilled over charcoal. relative clauses.
the chef who works i m usi 's l'm j i d J - i rr Petit, who of
r st Ur t, Fr most famous gourrnet chefs.
| some defining r l tiv clauses the re|ative L hm u , which is kind of Turkish pizza, is
r u omitted. baked bread base.
h dish (that) / rd r d was ca//ed kuzu pirzola. See Gr mm r r f r , 9

6 Study the Grammar . Write Sentences describing dishes using the prompts. Use
defining r non-defining relative clauses.
'l gazpacho / origin / AndaIucia region of Spain / tomato-based soup / served cold
e.g. Gazpacho, which originated in the Spanish r gi of d lu i , is
tomato-based soup usually s r d co/d.
2 bouillabaisse / traditional fish stew / origin / city of Marseille, Fr
3 croissants / eaten freshIy baked at breakfast / flaky, crescent-shaped pastries
4 h / Vietnamese noodle soup / served with beef r chicken /
ul r street food
5 chow m i / popular in American-Chinese cuisine / two main kinds:
visit local restaurant and take
steamed r crispy / stir-fried dish consisting of noodles, meat and
vegetables of the m u. sl t the m u
into English and describe the dishes
6 goulash / origin / u g r / thick meat stew / popular meal in
using adjectives that make them
st r ur
sound m r appealing to customer.
Use the m u in the Writing bank
page 'l01 to help you.
 ,i
i
*

**istm ý g

CUSTOMER EXPERlENCES

ý What makes good restaurant? Put the criteria in order of importance for you.
you think of others?
_atmosphere d _foodquality f _ service
_background music _ ri g_ wait time
_ d r

2 ,,,riliiliiili," Listen to seven people talking about their recent experiences of eating
out. Match the speakers 1-7 with the criteria a-g i Exercise 1.

R**d!r g
ONLINE REVIEWS

3 Read the reviews posted travel site t the Chiquita Mexican restaurant
and list the problems the diners encountered.

1 August 15 August
lf you want service, this place is not for you. h first thing that you will notice, which
we sat down at table and waited and ended up getting ur nerves, is the loud
waited ... Fi l| , waiter (no pun intended!) music - so loud that at times we could hardly
appeared out of nowhere. l ordered salad h r each other speak. The second thing you
with grilled shrimp with the dressing on the will notice is the great choice of dishes. And
side and, { course, it came with the dressing m - steak was done to turn.
on it. ls , the shrimps were not grilled as l'd
asked - they w r s ut d. The gr d finale:
i
since the club soda l'd asked for was obviously 16 August
flat, I decided to tr and get glass of l know the waitress depends tips for h r
sparkling w t r with slice of lemon. l m , wa9e5 but lfind it i g when servers
how could that get messed up? She comes m u to u r five minutes and ask you
back, still water, | m . if u'r enjoying ur meal. lf it was five
minutes ago, why ask 9 i ? d if |'m in the
middle of conversation, l don't like being
14 August interrupted and asked how l'm doing. This
lt was completely disorganized. l was with said, she was doing h r best and l must say
large gr u of people and it took over an h ur the food was delicious.
f r most of them to get their food. l noticed
they w r asking th r people at different
tables what their rd rs w r 9 i .
 17 August 18 August
l rd r d the chimichanga, rice and beans l don't know if this restaurant has dishwasher
'garnished with guacamole and s ur r m'. r they wash up hand but my plate still had
But th r was garnish and when l some dried w stuff it and the cutlery
complained, the waiter said they had ru out WaS gr 5 .
of guacamole. How Mexican restaurant
run out of guacamole?

Ljstening
GlvlNG FEEDBACK
4 Listen to the m
{l+; f,ffifffii g r of the Chiquita talking to his staff
and identify the problems he ra]ses and the proposed solutions,

ý Which TWO problems from the reviews did the m g r forget to

speak about? what could he have said to the staff about them?

ý Complete the Professional skills . Match the advice on giving

feedback to staff 1-6 with the headings a-f.

Usually feedback should relayed at r gul r Make sur that you channel the conversation
intervals, Don't wait { r the next scheduled towards ways so that ur listener can
appraisal i{ something im t t needs to said make r gr ss. Feedback should a|ways
right w. accompanied recommendations f r
im r m t.
2_
Staff will g r ll r iv negative comments 6_
m r readily if they r mixed with sincere praise Tell ur staff what they've done right r well and
for other things, why it was right. Next, give them the bad news:
why it is unsatisfactory and what to do about
_
talking about specific it. Then end on upbeat note. The end of
Make it l r that u'r
improved, not criticizing conversation greatly influences the way people
actions that could
r t to it.
ur list r h r t r.
Create dialogue.
4_
Listen attentively to what the other rs has to Choose the right time.
say. Don't assume you know why mistake has put forward solutions.
been made, Ask questions. (e.g. sca/e of
d use the feedback sandwich.
1-1 , how would you r t the s rvi ? What w t
lnclude positive feedback.
wr g? How doyou think you cou/d have h dl d
this tt r
f Focus on the r l m, not the rs .

Speaking WritI rg
DEAL|NG WITH CUSTON/ER FEEDBACK RESTAURANT REVlEW

7 Work in pairs. Student , turn to file'l 7, page 8 Write review (150-200 words) for travel
1 7. Student , turn to file 27, 9 1 1 0. magazine about m l you recently had in
Roleplay feedback session between the restaurant. Mention all the criteria in Exercise 1

m g r of the East Ouay restaurant and

s r r. F ll w the advice in the professional
skills .
 S STLIDY " -
* - &ru,& ru i\&/ ru , fu& ffifuY

Aim: plan gastronomic tour.

new iti r r for
'l Listen to an interview about creating g str mi tour,
2 Read the itinerary of gastronomic tour.
Read comments posted on travel forum.
4 Plan new itinerary.

gastronCImic t ur { r

ý frl}fijfrfiffiji,iflil Listen to an interview with Rosa about

her ri of creating gastronomic tour in r and
answer the questions.
1 What do the numbers 650,000, 100,000
and 2,000 represent?
2 Why does she mention potatoes and
quinoa, and olives and grapes?
3 what does the peruvian dish called
la hu f consist of and why
is it significant?
4 what r chifas, tiradito and ceviche?
What is th ir link with the Japanese and Chinese immigrant
communities i ru?

ur iti r r
2 Read the itinerary of Mucho Gusto, the gastronomic tour created Rosa Huanca,
and answer the questions.
1 ln your opinion, how 'complete' is this culinary tour?
2 What is the high point of the t ur?

u h Gusto is complete culinary tour blending together the fl ur of native,

r l and fusion foods, ri the exotic tastes and in9redients,of the Mistura
food festiva|, take rt in cookery class to try traditional recipes and r w ur
stay with visit to the magical hu i hu.
. " 1: arrival in Lima; overnight accommodation in budget hotel
. " 2: breakfast acaldo d gallino (hen soup), known as the soup 'levanta..
m rt s', dish to 'wake the dbad'; visit to local market to purchase ingredients
f r t m rr r, r cookery class; dinner at the st r 70 restaurant to
ri the Japanese and Asian influence in peruvian cuisine
. " 3; introduction to peruvian cuisine; learn how to r r ru staple dishes
d afterwards taste the m dishes you made during ciass
. "' 4: rl m r i g f|ight to Cuzco r d r, followed spectacular
f h ur. tiain j ur t r u9h rolling hil|s and picturesque villages to Machu
Picchu, the sacred val|ey of the lncas
. Day 5: overnight stay in uz at the Casa San.Blas Boutique Hotel; gourmet
l h at the Ciccio|ina; r tur to Lima and hotel
. Day 6: Mistura food festival; attend demonstrations and taste exquisite dishes
{r m the u try top restaurants d chefs
. Day 7: shopping in Lima and r tur flight
custome_r feedback
Rosa is now preparing tour for h r second r of activity. Work i pairs. Student
, look at the information below. Student , turn to file'1 8, 9 107. Read the
comments Rosa received and make list of the main complaints and suggestions.

h stay got off to bad start: no dri r at the airport to take us to ur hotel. Two
h urs and 'l 5 minutes later - and m h calls, at ur 5 - h finally
tur d up. seemed t to know the way to the hotel, which, in m opinion, was
pretty substandard. h ' rl m r i g f|ight' on Day 4 turned out to at 5: a.m.
but the flight was delayed and the time we rri d, it was welI into the ft r .
We had hardly arrived when we had to go backl

l r expected to get food poisoning from gourmet lu h! Fr m the m u l

chose th main courses aij de gallina (chicken) and the savoury beef, and as dessert
the vo|ador gu rgu r s (egg-based pastry). Although the service d taste of the
food was , l was vio|ently sick {r m it and felt terrible during the next two days.
Looking at it now, l assume that l got salmonella from the dessert because it
contained milk and eggs. Given the fact that this establishment tries to come across
as high-end r st r t f r trusted food, this is absolutely not the case and l wou|d
r mm d you dr this from th itinerary.

h toilets were interesting in the hote|s we stayed at. They didn't have toilet seats,
so r r d to squat, hover or fal| in AND i g ur own toilet r| Away
fr m the city, the l r il, r r for the worst. l think you should point this out
to all travellers beforehand.

l was real|y impressed the day at the Mistura. As welI as sampling the local
specialities, l had the opportunity to speak to m m rs of the various indigenous
communities, who told m about the richness of th ir country, their happiness at
being rt of the ' r i food revolution' and about their sense of nationa| pride
at having th ir food show. The festival left powerful d u f rg tt
impression on m . But it lasts f r ten days! Why did we have to leave so rl ?

4 .., ,..rl,.jiril, Rosa is changing h r programme

to take account of the feedback. She ',: : :.' | |aa. i || a,| :j: | ',

has g into partnership with Luis ld r , who has experience in organizing

similar tours. Listen to thejr conversation. What changes do they suggest ) to the
culinary ri and ) to other activities?

ý Work in small 9r 5. You are g i g to plan , 1]:]]ii::]::;]]:il]a1]]]:i1]]]jj,

what Rosa and Luis should ff r for next r

gastronomic tour. Follow the steps below.
1 Brainstorm your ideas. Think about the
length of the t ur, the type of activities and
practical information such as tr s rt and
accommodation.
2 Rewrite the website iti r r from Exercise 2,
describing the tour and its activities. lnclude
section relevant practicaI information.
h r is space for 400 words on the website. bake bland l it chef dine out
done to tur f r fusion cuisine
mouth-watering savour simm r
speciality (BrE)/specialty ( m ) staple stew
whet the appetite
See DVD-ROM Mini dicionary
 Gr mm r: modal verbs
Vocabulary: disasters, adventure sports
ProfessionaI skills: dealing with crises
Game: the Olympic G m

Reading
MlNlMlzlNG RISK

1 Read the advice given hotel manager and restaurant chef on avoiding
accidents in the workplace. Complete the table. Which workplace wou|d you
consider the riskiest?

of the most Kitchens are potentially

important aspects hazardous places, so we
of r i g hotel try to foresee the risks
ls mlnlmlzlng involved in food
ri us risks r r ti and take
associated with measures to prevent
this type of serious injuries. With m electrica| appliances,
business. The there is constant threat of electrocution because
greatest potentlal water spillages and 9r 5 fires increase the dangers
rof 5 r caused eiectricityl So, we te|l r staff not to plu9
is the r rt itself. Fire is constant. anything in if the rd is wet r if they're touching
wet surf . Al| our sockets h built-in circuit
hazard, so r r maintenance of a|l the
electrica| wiri g and heating systems muýt ", which stops the f|ow of electricity before
top priority in order to anticipate d dangerous amount passes thr ugh person's body.
mitigate the risk. r we've installed And because kitchen is wet place, m of the
smoke alarms, fire extinguishers and accidents in the catering industry r caused
sprink|ers i alI the key r s to limit the people slipping wet floors. We have extraction
damage if fire does r k out. Of rs , and ventilator fans to r m steam and grease
smoking is not permitted in rt of the before it deposited the floor and work
building. And the high-rise hotel l m 9 surfaces. All ur staff r trained to use lids on pans,
poses particular r l m evacuating the especially wh they r i g carried. spillages
building in the event of fire alert, so || the must wiped up immediately and leakages, for
exits r l rl indicated and m | , dishwasher, must reported
obstructions can quickly removed, straightaway. And to avoid people tripping u r
h r 's also m rg |ighting system if sIipping, we issue s si non-slip shoes to kitchen
there is w r failure. staff. Sandalý or open-top shoes r not allowed.
Speaking
POTENTiAL RlSKS lN HOTELS AND RESTAURANTS

2 Look at some potential risks in hotels and restaurants. How these risks
reduced? Discuss with partner.
1 hotels: theft, intruders, swimming pools, storm dama9e
2 r st ur ts: food poisoning, sh r knives, skin infections, hot surfaces

Vocabulary
TYPES F R|SK

J Put the words i the in the correct group. Then add at least word to
each group.

avalanches currencyfluctuations demonstrations floods fraud hijacking

hurri s infectiousdiseases kidnapping pandemics rs |i juri s
r ssi riots risi g fuel prices st ikes
Types of risk
NaturaI Health Economic civil unrest Crime

RlSK PREVENTloN

4 Circle the word in italics that has different m i g from the others.
1 We do everything possible to mi imiz / mittgate / limit / spreadthe risk.
2 lt not always possible to anticipate / foresee / m tt r /predictthe risk.
3 We've taken steps to rt / avoid / r t / w r the risk.
4 restaurant kitchen is quite d g r us / h z rd us / r t t d / treacherous place.
5 Open-top shoes r t allowed / authorized / l d / permitted in the kitchen.

Listening
BEST PRAcTlcE lN RISK MANAGEMENT

5 ffi Lisa Richards is the director of major tour operator. Listen to h r

talking about best practice in risk m g m t and identify the points below.
. possible s ur s of risk
. f ur stages of risk management
. who is involved

6 ffi ffi Complete the sentences from th recording with the words in the . h
listen again and check r answerý.

address ainstorm consult m it r prioritize r i w

The first stage is to identify the source of risk, and the nature and scope of issues that
we need to 1_ in rd r to sur the safety of th destination.
So, we have to proactive,'_ all the risks that we possibly think of and
them in rd r of im rt .
We also _ representatives fr m all the key stakeholders in the local community.
4 lt is important to 5_ and 6_ the risk management I on r gu| r basis.
 ffi", l-tr _ffi: ,fu%tr; ,5 #* _,}ffi-fu #, ,%

ý ki g
ADVENTURE,SPORTS

,. '.*.,:,:r#*.l,* '
-'! als,

ý work in pairs. put the adjectives in the i order of risk from lowest (1 ) to
highest (5).

acceptable considerable huge remote slight

3 put the adventure sports in the in order {rom the most (1 to the least
)
dangerous (8). h justify your choices to partner.

bungee jumping horseback riding hot-air ballooning m u t i ri g

potholing skiing skydiving whitewaterrafting
ý Choose two of the sports in Exercise 2 and carry out risk assessment. List the
things that could 9 wrong.

What precautions could adventure sports organizers take to s r safety? Discuss

with partner. consider the issues in the and any others you can th]nk of.

equipment information to the public r s u r dur s training

[-ist*rrir g
BREAKING NEWS

5 ,tilitillil,ili, Listen to news report about an accident at ski resort and sw r

the questions.
1 How m l w r involved? Who w r they?
2 What happened exactly?
Whose fault was it, according to the r rt?
Reading
DRAMA BEAVER RlDGE

6 Read web article about the accident in Exercise 5 and some readers' comments.
Discuss the questions with partner.
1 h web article and the radio broadcast in Exercise 5 r l t the same event but the
radio broadcast contains four mistakes of {act. What are they?
2 How could the accident have avoided?
Who do you think was to blame?

young girl was seriously injured yesterday s w 'The r s rt should have put up notice: No
gr m r at r Ridge. s/eds or snowboards ft r closure. People
The accident urr d at 6.19 .m. after the closure shou|dn't have on the slopes at that
of the ski resort, when the girl sliding down beginner time of day.'
slope with h r twin th r on round plastic sl blt
"
the machine. Her brother was luckily able to throw
himse|f off the sled before the impact. 'Disagree. There's r Ridge bylaw
The gr m r driver was i siate of shock last that says that the ski resort t he|d
night after having been released the police. ' li after the slopes have closed. The kids
very experienced driver and must have driving play there at their own risk and, in m
slowly at th time - no m r th nine kilometres opinion, the accident is the fault of the
h ur. couldn't possibly have seen the sled,' said the parents, who shou|d have been with their
director of the resort. 'people shouldn't the children at all times.'
slopes once the pistes have closed f r the day.'
of the ski instructors, who did not wish to
named, said, 'The s|opes r invaded r day after six 'The resort owes "duty of r " to all
o'clock hildr and their sleds. No has r users and is legally obliged to foresee all
stopped them, so l've always assumed it tolerated.' the dangers. The resort was obviously in
h of that duý and the owners should
have informed us rs of the hazard.'
7 Study the Gr mm r . Which sentences
indicate:
1 something that is possible but not certain?
2 something the speaker thinks is rt i ? Use modal r + haye + past pa ticiple (+ -ing) to
criticism? speculate about the past r express criticism. Different
r s show different degrees of t i t .
Write sentences speculating about the causes
h driv r may/might h been t k ill.
of the accidents below and indicating
failures or omissions. use the modal verbs in the couldn't possib/y h s the s/ed.
rnust h been driving very slowly at the time,
Grammar .
rh w rs should have informed users of the hazard.
/ sh uld 't h the s/opes atthattime,
1 w m was knocked r while she was See Gr mm r r f r ,
speaking with h r ski instructor. The skier, 9 1'1 5.
m who was the slope for the first time,
doubt saw h r but was out of control.
had a|so m through area that was
off limits. denied resýonsibility and 3 i skier was seriously injured after colliding
also provided i with tree. The m was with gr u of other
rr t contact details after
the accident. skiers who w r stuck the mountainside due to
bad w th r when the accident h d. h ir
skj instructor had told them to ski off-piste down
the slopes. Weather warnings had issued
2 h w r of whitewater rafting operation d the ski ti s had advised to r t r
was approached manufactuier io test immediately. h instructor said h was 'pretty
w design of raft. child drowned wh it sur ' he did not h r the forecast. The organizers
capsized d the family sued for negligence. of the package denied responsibility, maintaining
The w r insurance policy had r. Jut t*o that the weather waý act of God and d
months previously and hadn't been renewed. their control
CRlSIS N/ANAGEN/ENT PLAN

1 conversation between 9r
Ij! }ij;itii;;fifii Listen to of t r operators. Are the
statements true ( ) r false (F)? Correct the false statements.
1 Most companies have crisis management plan. / F

2 Avilla holiday is less riskythan an adventure holiday. / F

3 h first h ur in crisis is the most critical. / F

4 Most companies easily contact relatives in m rg . /F
5 Social networking sites r excellent h l communication in crisis. /F

ijj| tisten again. What advice do the speakers give to companies to prepare
them to with an emergency?

Look at the crisis management l in the Professiona| skills and put the steps
in the correct 9r . Which THREE steps do think are the most important
things to do?
-]_":
[:_ :l
i
aa ____i __
After the crisis
l

iir,
l L

]il
I

li
I

ili1
il

, 1 Produce an immediate | of action that prioritizes needs and is based on

l accurate aSSeSSment of the m rg situation.
l 2 Provide prompt and effective action to prevent escalation of the situation.
3 r r your rg iz ti contingency plans for handling m r9 situations.

, 4 |dentifythetypesof recordsthatmustbecompletedintheeventof m rg
and how to complete and submit them.
5 Work out an action l to make sur the disaster does not h 9 i .
Develop media communications strategy in the event of m j r crisis,
'
7 Conduct post-crisis r i w to l r the lessons of the past.
, 8 Set up hotline to keep relatives and frie rds adequately informed.
9 Anticipate every imaginable situation that might arise, man-made r tur l, startin9
with those that r most likely to h .
Reading
FACING MED|A

& Read the guidelines for facing press and television journalists. Complete them with
phrases a-f.
we r committed to providing
we understand seven | w r taken to hospital
we r extremely concerned
d information is not yet at ur disposal
the situation is i g investigated further
f we will, of urs , do everything in ur w r

Briefing the media

Preparing information to use when facing the media lf there is transport accident, point out that such
during crisis can the most difficult aspect of accidents r r r , ' ur overall safety r rd is
crisis management. r r some h d tips. very solid. This has r h d of ur
. quick to relay the information at ur disposal t rs before and 5_ the safest holiday possible.'
but do not speculate. lf details are not availab|e, lf tur l disaster ýuch as flood r t r d
say, 'Complete r.-* but 2_ the r r occurs, state the facts relating to the location and
authorities.' casualties, as well as th history of such disasters,
. DeaI with the facts of the situation and express 'The storm r h d h rri strength at 4. 0 i
r r . F r example, 'We l r t of the the m r i g and 6_ suffering fr m shock when
coach crash this m r i g and _ whenever we the hotel r f was blown away. This is the first
h r about accident. According to ur time the area has known storm of this
information, r has taken ma9nitude.'
m ul to the nearest hospital. behalf of lf you r asked what you intend to do to protect
the m , l would like to send ur best wishes travellers, i f rm them of all the measures u
f r speedy r r to those who were injured currently take to sur the safety of ur
and _ to keep next of kin in{ormed of passengers r visitors. Follow up with
developments.' additional future plans you intend to put i place.

Speaking
lNTERVlEW RoLEPLAY

5 Work in pairs. St d t , turn to file 'l 9, page 107. Y r the local representative
, of .a toll1,Qperator. One of your bigge t hotels in Southeast Asia h s hit

Fi d out about some of the crises that have affected

tourist destinations ( .9. New Y rk, 9/1 1/2001; SARS
virus, Asia-Pacific region. 200 ; lndian Ocean tsunami,
2004; Hurricane tri , 2005, New rl s; Fukushima
tsunami, 2011; urri Sandy, 2012, st r US).
r what was the tur of the crisis?
what had done to avoid the scenario?
What m sur s w r taken duri g and immediately
after the disaster?
what extent has the risk of th r crisis been
mitigated?
Present ur findings to the class.
- ffi-#
# ,Yfu,4 W} il- fl;&&ffiffi:
:START" 2,,,.,,.|;,,
journalist asks you what As director of tourism The government has just increased
l the short-term benefits operations in the capital rate of VAT and airport fees. jour
Your capitaI city has been and drawbacks are likely to city, you r asked what asks you if this will risk decline i
in terms of increased kind of infrastructure and numbers despite the Olympics.
chosen for the next
Olympic Games. visitor numbers. ] new installations will
Congratulationsl
:] needed to with the
1 influx of visitors.
]]

i]

+ ,,, -, .i ,,,,
]i .,.,, ,.",
;.:ir,"" ,.,,, ,,.,,
....
;!
F
]FlNlSH |23
journalist says that ,,.=
...*"+!i#
ffi
,
24 .:net increase in leisure
h closing r m is ; tourism after the games
r d st to over 20 risks being very limited.
billion people. Hold What is ur opinion?
round-table discussion to
taIk about the long-term
benefits of the games.

i]
21 22,,|:,,
Go back three spaces.
h r r complaints fr m
:
visitors that too few tickets
are available to m m rs
of the public as m have
9one to institutionaI
sponsors. What is ur
reaction?
,
I
.., ,,,., ... ,., ,:,
,l
2 :a 19 8 17
hotels have not been you are asked what kind of risk
v news item includes :
] refurbished to help people assessment procedures you have
interviews with foreign
with disabiIities in advance carried out at ur hotel i advance
visitors who have
]:
{ the Paralympics. What of the Olympics.
victims of overbooking.
journalist asks you for more needs to done?
your opinion.
,:

Listen to
fijjllffiillr, r:ffi interview with
m m r of the organizing committee Instructions
for the Olympic Games talking about the 1 Toss coin to move. Heads * move sq r .
benefits of the forthcoming games to the Tails m : two squares.
host nation. Number the benefits in the 2 Read the question r situation each squ r to another
order you hear them. m m r of the group. He/She has to speak about the topic
f r minute, without hesitation r repetition. lf he/she
employment _ speaks successfully for mi ut , he/she m s f rw rd
patriotism _ squ r . lf helshe speaks for two minutes, he/she m 9
forward two squ r s.
inbound tourism _ lf l r lands on square with question mark, he/she
d international reputation _ choose his/her own topic (related to the Olympic
sports facilities _ Games) to talk about f r minute.
f ur r w i _ 4 All the other m m rs of the gr help to decide if the
player speaking is successful r not but the rs who r d
Work in gr s of three r f r. Fo|low the questio makes the final decision.
the instructions and play the 9ame. 5 The first person to r h 'Finish' is the winner.
tr i:

J a:
t r rt Suggests
:^at much improvement is
reeded in the service and
quality of hote|s and
,estaurants in the capital.
What are your solutions?
journalist asks you how
the risk of terrorist attack
during the games is being
dealt with.
l*
i] international visitors
i]
risk staying for
short
: period and neglecting
other rts of the country.
What plans are there to
j ur 9 people to visit
i sites away from the
-:ý
i capital?
i
9
,l0 ,
High visa costs and journalist asks you what
difficulty completing visa m sur s will taken to
forms is deterring visitors deal with the inevitable
{rom important countries rise i street rim during
like china and lndia. what the Olympics.
r ur solutions? ,'

1ii,,ji

,ii, :.,, .,l!

,l1 '{!i :12

,r,
The city's main airport is :] . ý,i
ri i 9 long delays a]

in processing people ]:

thr ugh immigration. Go

back thr spaces and tell
journalist what your
solutions are. ,j*

16
Millions of tourists, many
fr m countries wh r
pandemic is likely to m rg ,
may create health hazard.
What strategy has put
in place to anticipate the
ut k of disease?
15
threatened transport
strike risks causing chaos
the r d and rail
network. Go back three
spaces and telI journalist
what ur contingency
i plans are.
:|
14 1
i People r saying the city h r chosen for the
; will overcrowded and new stadium is well away
, hotel prices exorbitant. As fr m the core tourist r s.
i: result, visitor numbers journalist asks if there
:: could actually go down. r plans to invest in w
ii What is your reaction? hotel accommodation.
1r:
.l

civilunrest electrocution emergency

evacuate extinguisher hazard
infection maintenance mitigate
ne9ligence poisoning potholing
slipping spilla9e trip
See DVD-ROM Mini dicionary
 \/ \&i ! Ll,\ir,_j\
tLL'y'iLVV
NS LID ý IN
World Heritage
'ý Complete the text about Bridgetown, World Heritage site, with the words i the .

m consists dates back el ti ht located

'_ the ri island of Barbados, historic Bridgetown is an outstanding

example of British colonial architecture and 2_ of well-preserved old town that
'_ to the 17th tur . The r rt also _ r military garrison with
um r us '_ historic buildings. With its s r ti street layout, the property
gives unique and detailed u_ into British colonial town planning, compared to
the Spanish and Dutch colonial cities in the r gi , which were arranged in the f rm of
grid.

r h itectu r l featu res

Match the words 1-8 with the definitions -h.
'l chandelier the rooms occupied servants as rt of their job
2 mantelpiece atypeof sculptureinwhichshapesarecutfromthesurroundingstone
3 quarters rounded roof building r r m
4 s ir d floor consisting of smallflat blocks of wood fitted together in pattern
5 dome r d passage with r h s r pillars l g the outer side
6 bas-relief f decorative light with s r l branches that hangs fr m the ceiling
7 parquet g tall pointed structure on top of building
8 r d h shel{ above fireplace

Bdr'

.*#'

,6€
,l

& *f", #:-#

#"F"-4
tr-, . , }Il

/J"*
ffi ##
1.1i .l:..,| i:.::
i
 ur guiding
J Comp|ete the extract from guided tour with the words i the .

carved colonnades depicts r t restored sweeping vaulted wing

We're w standing in the main tr hall and if you look up, you admire the
cei|ing, which is painted in the r style, and '_ series of allegorical
scenes. ur |eft is the vast
*- m r stalrcase designed Gasparini, which
was severely damaged fire in the 19th century but subsequently _ according to
the original designs. l g the walls is series of slender
elaborately embellished with 6-..-* patterns i the r qu style of the 18th
tur . l the t h m r leading to the west '_you'l| see statue of the
u '_ fr m single block of marble. l mi t we'll make r way to the
throne r m and the r l chambers.

Talking about the past contracts

4 Rewrite the sentences using the words ý Complete the extract from contract with the words in
in brackets. the .
] h r around St Petersburg was
assign in writing ull and void ri r p ovisions
originally marshy swamp. (used)
shall apply shall stru d shall liable
2 l 17th-century London merchants
often discussed business in of the
new coffee houses. (would) h present gr m t sets out the t rms and
3 Historians were previously of the conditions which 1_ to the services and goods
opinion that the Egyptian h r h carried out or provided the Event l r. The
ur h s r '_for al| s and expenses, including
Ramses lll was poisoned. (believe)
i sur and delivery. tr r terms or conditions
4 They now think that Ramses lll was stipulated at whatever moment in time the ur h s r
assassinated his wife and son. (it) l ss expressly authorized,
sha|l, '_.
5 h r is some evidence that the Viking Neither party shall have the right to o_any of its
l r r Erik the Red reached North rights r obligations d r this Agreement to th r
m ri 500 years before Christopher m , firm r person without obtaining the
Columbus. (said) consent and approval u_ of the other party,
The 7_ of this Agreement 8_ i accordance with
the |aws of the U it Arab Emirates.
Hypothetical situations
5 Write sentence beginning with if for
each situation. Event concept
1 l was abIe to make the booking for you
Circle the correct options in italics.
because someone cancelled at the last
minute.
'I We expect at least 2,000 people to attend / put / stage
the f r in November.
.9. /f s m h d 't cance//ed at
the /ast mi t , l w ld 't h 2 We were obliged to put out l put off / put down the event

l to r k the booking f r you. until the next day because of the bad weather.

2 Everyone could h r h r presentation Sellebrations is events management company that can

because she was wearing call off /cater f r / dr w up special occasion.
microphone. 4 ur head office will /iaise / s s r / r gr mm with the
The match was called off because the suppliers to sur deliveries r made time.
pitch was frozen, 5 h main aim of the exhibition is to hold/ put /
4 l didn't know the projector wasn't showcase tourist destinations in the uk.
working, which explains why l didn't
call technician.
5 The festival was such 9r t success
because we invited the most popular
bands.
6 We didn't have g r us sponsor, so
we lost lot of m .
8 Complete the sentences with prepositions.
1 r you interested '_ applying '_the job?
2 After couple of years you should eligible '_ promotion.
3 has previous track record o_spa management and we could benefit'_
his experience.
4 She takes gr t pride u_h r work and is gr t benefit'_the firm.
5 l don't object u_ handwritten covering letter but l see little point 9_ not
typing it.

6 You'll soon become familiar our procedures just question 11_ time.
'0_ - it

Job interviews
9 Match the questions 1-6 with the answers a-f.
'l What do you seek fr m job? analyse myself, find out any shortcomings
and identify areas f r improvement.
2 Would you wi|ling to relocate? lt has one of the fastest growth rates i
the industry and that would m faster
3 What do you consider r ur growth rate for me as professional.
greatest strengths? challenging role and an opportunity to
use my skills and progress.
4 What is your main weakness?
d l'm bit stu r . l'm perfectionist
and l don't like to settle for second best.
5 What have you learnt from
failures? l'm versatile and resourceful, so l think l can
handle any;type of people and situation.
6 Wh do you want to join our f l'm mobile .un 9 to part of the
" d
m ? country r abroad if the situation requires it.

Personal qualities
'| Q Read the definitions and complete the adjectives.
1 l t w rk w a_t_no__u_
2 sociableandinterestedinothers o__9_i_9
doing things carefuIly, using ordered system m __ h _d_c_ l

4 determinedtobesuccessful am__t__u_
5 abletotalkeasilyandeffectively a_ti__l_t_
6 thatcan betrusted and depended r_l__ _

Describing dishes
1 1 Match the adjectives 1-7 with the foods -9.
1 mild butter
2 greasy urr
3 sour Fr h fries
4 rancid dl m
5 sweet and sour peach
6 tender f sauce
7 ripe g steak
CuIinary tourism Modal V r S
'? 2Complete the text about culinary ýý Read the newspaper article and complete the sentences.
holiday with the words in the . Use the r s in the and /d, might, should r must.

dine out fare 9ourmet

palate r du savouring Bungee jumper's miraculous
slow food whet survival
21-year-old girl on an adventure holiday in Africa
gastronomic point of view, was in state of shock last night after the ru r cord
Fr m
Piedmont is undoubtedly one of broke during her bungee jump from idg above
ltaly's most interesting regions.
crocodile-infested river. She miraculously survived the
S-m tr fall and escaped with severe bruising, k
The food produced there will
please Il r and suspected internal injuries.
ur and tempt ur
The bungee r t r was apparently using the same
h r is rm us
h i of dishes, r gi g from ru r rd that had snapped in previous incident at
th r site. No sa{ety checks had rri d out d
traditional country '_ to
there were no rs l on the ri r bank.
creatively modern cuisine.
Moreove1 the region is the centre lnterviewed in hospital, she said, 'l was able to swim
of the _
to the shore but wh I was pulled out of the water
revolution that is
passers-by, they laid me my back instead of my
transforming the art of cooking in
ltaly and beyond. side and l was choking the water l'd inhaled.'
F r ur upcoming tour, we
Contacted telephone, the r t r stated
will m m r of staff with first aid training and the ss r
spending time in the
r r equipment will now posted below the idge
countryside, visiting f rm rs'
markets and _ the local
at all times.
agricultural u_ in rd r to
u_ ur appetite before rr out + have l.y post suffer uSe
l r i g how to cook ltalian-style
with ur resident h { paolo She was very lucky as she could h eaten
l rm . h r will also plenty crocodiles.
of opportunities to ' _ in some
of the region's superb restaurants,
2 She _ internal injuries.

from simple rustic trattorias, to She _ mu h m r seriously injured.

Michelin-starred, 4 h bungee operator _ the same rubber cord involved in
'_ establishments, all serving another accident.
some of |t l finest food,
5 h operator _sa{ety checks daily basis.
6 h ss s- _ h r h r side and not on h r back.
7 qualified rs _ below the bridge on the river bank.
8 She _ the fright of h r life!
 W } ,NG NI
Reports

R ts should organized clearly and in logical rd r and written in formal or

utr l language. Most reports should contain:
. title 9
executive summary (9ives overview of the contents of the r rt)
introduction (outlines the main points to discussed)
. findings (presents and discusses what the r s r h has uncovered)
. conclusion (synthesizes the findings and interprets them)
. recommendations (makes practical suggestions for the future)
. appendices (extra relevant documents that the r d r consult)

The rri r rt: patterns in booking. tr s rt and destination

r f r ý in Eur.ope
' in f r said they went holiday for the
h rris nstitute of
:l
rism R s r h cond ucted
i sun r the beach, F r in ,five respondents,
ý r into attitudes to tout ism i rd r to t r tourism was the main interest, slightly
d t rmi h ýi g patterns in booking, transport higher r rti than city eaks (17%). th r
] motivations included exploring the cultural
d destination r f r s among sample of
European eountries. h goal Was to t rism heritage. with minority going f r sports
providers to g i ,better understanding of visitor: ,
] activities such as kayaking or windsurfing.
profiles and their aspirations. 3.4 Those who had not holiday du ing the
rr t r cited fi
i l r 5 ý tthe vast
2 lntroduction m j ri , preýsure of work d lack of time.
Just d r q rt r of respondents said that
h survey was carried out telephone r
period of three months in selected EU countries. they had decided not to go away for personal
r private r s sl without specifying what
h objective was to study l motivations for ' these r ý ý were.
going holiday, h w they researched th i holiday
ri r to departure, their pre{erred destinations and
actiyities, and r s s why they had not taken 4 l si
holiday i the previouý yeat, ; lt is clear that f r reasons of m m r
people r choosing to stay in their w u tr
3]Findingý r travel relatively short distances. h m r
of r s d ts wh stay with fami|y and friends
3.1 Almost half ( 6%) of the respondents who went
r th r than in paid accommodation a|so reflects the
away f r at least five nights did so f r st and
financial pressures,
recreation; while just u d r third {31%) stayad
]with friends and l ti s. important trend highlighted the 5 r
is the ir si g importance of the i t r t to
3.2 h most inrportant factor in the choice of
,' , dastination w s th location's tur l features, travel l i g. m r | used the
w to rr g their holidays than travel agents,,]
ý h] ý the climate d:g gr h , while 29%
while w it ý w r second only to rs l
recornmendations tor r s r hi g holidays.
di ll g ý, and s ll minority (77d usBd
.
],
socia[ tw ks,, r consulted sites such as
:

5 Recommendations
:ýocio-demographic data needs to collected
' ]their holiday,,an j r of 6% r regulnr: si ]i rd r to target differeni client
i.profi|es,in
r 1/l ý yeai,: .
diff rent tri s. F r example, Spai
3; : large,nrajority of respondents,had their
(66-%} , Was,the most ul r ho|iday destination for the
: holiday:in their w cor,rntly. ý i w the most lrish (31%), the Norwegians (217 ), the Portuguese
(2O7q) and the British (19%}, Marketing carrpaigns
visited tJ,countrp f.o|l l d ttaly d, Fr .
,should th r f r take i t account local
r -f r s.
Meeting minutes

h r is no single specific format f r writing minutes that you need to follow. However,
the minutes of meeting should always sw r the following questions:
. When was the meeting?
. Who was present?
. who did not attend? (lnclude this information if it matters.)
what topics w r discussed?
. what decisions were taken?
what actions w r agreed upon?
. who is to implement the decisions and when?
. when and wh r is the next meeting?
lt is good idea to write up the minutes as soon as possible after the meeting, while
the discussions r still fr sh in ur mind. Followthe rd r of the agenda and use
numbering system.
Write minutes using reported speech but don't provide long narrative; record the
topics discussed, the decisions made and action points. Action points and decisions
need to made l r f r future r f r . You can write in the active voice if you
want to identify person specifically and what they said ( .9. Gabriella firm d that
counter staff needed m r tr i i g.), r m r formal contexts, or if you do not want to
identify who said what, you use the passive voice (e.g. r was expressed about
customer 5 r i standards.).

Tourism Committee meeting of 8 2 _

Present: Richard Keller, r Anderson, Jodi Ruzicka, Lqrr Wiedemann, J rr Lucas
Apologies for absence: Vera Mathews
h i m Richard Keller called the meeting to rd r at 2. 0 p.m.
1 The minutes of the 7 April m ti g were read and approved.
2 Jodi, Ruzicka presented grant r q, st of S38,000 for an extension to the Visitor
Information ur u at Sandy Point. Jerry Lucas pointed t that this sum seemed
excessive and that the r had benefited fr r allocation i the previous
r for building works.
Action: the committee will review the grant request and present their
r mm d ti in the June meeting.
3 r d rs gave update the planned rt in the rk to held
in July, She reported that volunteerý w r needed to distribute leaflets f r the
event d requested funding of S900 to for F |d r DiBplay ýervices f r
printing. L rr Wiedemann ýuggeýted contacting local colleges for distribution.
Discussion ensued as to whather the |u t rs were to paid, lt was agreed
that v,olunteers would given fr tickets.
Action: r to go ahead with the ri ti g. Larry to contact student
r iz ti s d recruit volunteers.
4 Richard kelle,r d that the w r website was w live d that
the mobile apps f r the iPhone and Android have successfully |aunched.
The mobile website has revamped with 'Find thlngs r 'function.
Jerry Lucas felt that th r w s need to provide information on r ýt r tý on
the VisitourRegion,.com webpages and include specialty/culinary ri
section that wou|d include things su h as food festivals and local g str. m .
Jodi Ruzicka gr d in principle but pointed out that dining is m r suitable f r
navigational on smartphone, as consumers will looking for restaurant
they have arrived at their location or destination.
Action: Richard ll r to look into this to'pic and contact restaurants to find out if
they ar,e wil}ing to to |isted.
5 h r being otber, business. the meeting closed at 4.10 ;m, The next meeting
will he}d 5lJune at 2.00 p.m. in the administration building.
Describing h rit g site

description of historic monument r place of outstanding natural beauty can

organized in different ways. However, most herita9e site descriptions contain the
foIlowing information:
. geographic description
. number of significant dates
the features of the site
. why the Site iS felt to !mportant

Stonehenge
Located i southwest EngIand, Stonehenge is probably Europe's most famous
prehistoric site. Built in several stages as fr m 5,000 years 9 . it consists of four-
m tr high standing stones capped huge horizontal blocks and arranged i
horseshoe pattern. second circle of bluestones was added r u d 2,000*1 ,550 ,
having transported from site 240 kilometres away.
We l guess at the significance of the site and the rituals that may have
taken place but the alignment of the stones leaves little doubt that wh r
built Stonehenge had precise astronomical knowledge of the path of the sun at
midsummer sunrise and midwinter sunset. F r this r s , Stonehenge may have
had religious significance as place of su worship. Following recent excavation,
it is also thought that the site could have been erected as temple with unique
healing powers. h r is evidence that people suffering fr m illness and disease
m from gr t distances to the site, perhaps as pilgrims seeking ur .
Stonehenge and the r stone circle at Avebury r listed as World Heritage
sites not l for th ir sophisticated architectural construction but also because
of evidence of highly organized prehistoric society. Stonehenge's monumental
scale is all the m r impressive, given that the only tools available w r made
of wood, stone and . The l ur involved in extracting, transporting and
erecting the stones indicates that the builders must have to command
immense r s ur s d control l rg um rs of people during the long period
of construction.

]-:iiirj:ii]i:
Legal documents

Most legal documents are drafted iawyers but it is important to w r of the kind
{ language used in contracts and what the legal terms m . The text below is tr l
agreement signed between t ur r t r and travel agency, giving the 9 the
right to sell packa9e holiday.

TH|S TRAVEL AGREEMENT is entered into on (effective used at the beginning of contract to m
date) 'considering that'
BETWEEN: MediTours, private limited m whose
registered office is at (place)
AND: Urizen Travel, division of the h i Group, whose explains in l r, organized way
istered office is at ( (: sets out)
this r l Agreement the relatio
between the and their duties
the people making the agreement. Capital
ig ti s, it iý
letters r used for words that the writer
MediTours authoriie Urizen r l to rg iz gr u tour considers im t t.
to Turkey from (date) to ( t ) for maximum of ( um r)
people. h piice of the ffi$ tour
r passenge1 in rd with th Gi Words beginning with h r + preposition
(see Appendix 1) and subject to th t rms d conditions r frequent in contracts ( .9. herein,
hereunder. h r ft r, h r i afte r, hereunder).
|n con{ormity with the legislation i force, Urizen Travel
r s rv s the right to make all necessary modifications to the
iti r r d to postpone r cancel the tour in exceptional
circumstances beyond its tr l,
. strike, riot r civil commotion and @
war in the countries concerned ln legal documents, sha// means must.
. unforeseen adverse meteorological conditions affecting
tranSpo t
. ffi of tr t ir carriers r providers of local
Lawyers make sur nothing is omitted
joining words with similar meanings ( .9.
Se
d all, ll d void, w r d th ri
Urizen Travel shall have the right, ri r
justification, to modify the tour prices as result of urr
fluctuations, rising fuel prices and any and all unexpected failure to comply with the terms and
i r s s in charges made the suppliers of local services. conditions
As result of which, MediTours may, if d is ,
l the tour at no extra expense, the said
increase exceed 5% in total.
Payment shall staggered as follows:
. 25 / signature of the present agreement judged r considered to
. 25 / months prior to d t r
. 50% 35 days ri r to the date of d tur
Should Urizen Travel withdraw fr m the present agreement,
monies paid to MediTours shall remain the r rt of
MediTours and t reclaimed.
This Agreement shall governed and
accordance with English law and the Parties
accept d agree that any action based any claim of without i g able to change their mind
r h arising out of r in ti with this gr m t
will subject to and within the
courts. the legal authority to h r cases and make
decisions
 h following tips r useful wh deciding how to lay out and f rm t your V according
to the conventions of m d r international business culture.
Use headings to help you lay out the information in l r and concise way.
. Use bullet points.
put the most recent information first.
. List the skills you've acquired.
Use action verbs (e.g. m g d, m it r d, l d, su r is ,
Avoid abbreviations and jargon.
. Do not translate qualifications, places r institutions into English.
everything to 4 9 -
. Proofread your V twice. Check f r mistakes in gramma1 spelling and punctuation.

cV
Rebecca Tyndale
29 rk r Street, Randwick, Sydney 2031
.029 82 4022
r.tyndaIe@gtsmail.com
DoB 2104/1987
Career goal
Tourism professional, experienced in Strategic Event and urism g m t,
seeks challenging internati nal position i hospita|ity. willing to relocate at
short notice.
Skills
. r ability to work under r ssur d meet deadlines
conscientious and methodical, with good f r detail
positive attitude, good team l r, of working autonomously
excellent spoken and writt communication skills; fluent i Fr h, German
and Spanish
Work experience
2 1 2-201 3 Action World, Sydney
Reporting to the Event Director, l was responsible f r:
. planning, recruiting and coordinating stafffor VlP events.
selecting locations and organizin9 international cultural exchange
pro9rammeS.
. setting budgets, outsourcing supplies and monitoring costs,
201 2011 S lv Parks, UK
Events coordinator in h rg of:
. handling inventory and liaising with suppliers.
. training new employees in all aspects of customer care.
. supervising day-to-day operations and Ieisure activities,
Education and qualifications
2009-20'l0: MScin Events, Tourism and Hospitality 9 m t, Macquarie
University
2006-2069: Diploma in Hospitality Management, rr School of Tourism
lnterests
bodybuilding, sailing, water sports
Referees
available on request
Restaurant m us

When composing restaurant menu, it is important to make the food sound as

appetizing as possible while at the same time making it l r what the dishes contain so
that diners r not surprised r disappointed.
restaurants us Fr h terms to make the food sound m r gastronomic, f r
example, t d rl i of l m v sauce / menthe; the Fr h t rm is exact
translation of 'with mint sauce' but it sounds more exotic. Menus may use the Fr h
term ss to describe chopped g t s r cou/is to describe pressed mi tur
of vegetables r fruit.
lt is always good idea to describe food items in language that is easy to understand
butvividandappetizing.Useadjectivessuchastender, jutcy,rich,satisfying, etc.to
give flavour to the descriptions but careful not to overuse them. You can employ
additional appetizing vocabulary when you discuss m u choices with diners.
Breakthe menu into sections. These could starters, Main coursesand Dessertsor,
the restaurant offers wide variety of foods, u may need main sections (Breakfast,
if
Lu h, Dt r) and subsections (Fish, ltr ,V g t ri , Pasta and Sa/ads). Use
adjectives to give fl ur to the descriptions.

GASTRONOM lC EN U
-:---,--: Starters --*

Slices of roast beef served with garlic m is and beetroot salad

ý l d of sm *i*l;5ff * tr ts,
ffi:* f : ; i: :*
F|SH AND SEAFOOD
Fr sh r m t, topped with turnip leaves in sweet and s r s

Caramelized scal|ops bed of mashed violat potatoes,

j:il:;T:-*,"-:
ýirloin steak, grilled d peppered, served with glazed woodland mushrooms,
ripe cherry tomatoes, fresh watercrass and hand-cut Fr h fries

Chicken -fri d in extra-virgin olive oiland simmered in ground black

r ý ; served with mixed salad and appetizing crusty g rli bread

Spanish-style gril|ed cheese with smoky paprika roasted r

and delicious tomato t i g
Asparagus and scampi risottol r m ri dish with large freshly-caught
shrimps, s r d with saut ed onions and carrots

-------- Desserts -..--..*

Vanilla r r rl with spring raspberries and tangy l m ice r ]

Luxury rh r rum | , served with piping hot custard

Caramelized apples puff paýtry base, seryed with whipped cream

Home*made chocolate cake with strawberry coulis

Lemon cheesecake topped with short read cookie r m s

d dusted with powdered sugar
 I KV F}LES
Fil 1, unit 1, 9 13 File 3, unit 2, page 18
STUDENT STUDENT

Today: outbound tourism: 1 'People r being bombarded messages. Most r put in

domestic vs international $ the trash as soon as they r received.'
spend
'The tlqe of social media is just fad; it wi.ll soon r:eplaced
l us s thi g else, just like , 3s:r { d eDs, which
I Canada r l d vinyl records, which replaced ...'
ffi r
'Social media r rir ril "sociaI" and i t r rs l, not
unso|icited mm r i l marketing h l.'

2 2 : outbound tourism: '|t impossible to translate the um r of tweets and shares

domestic vs international $ into tangible sales.'
spend

I us ' great deal of time is needed to monitor

r ig ; and time is m .'
social media

l Canada
ffi Europe 'How do you know that that great hotel r restaurant review
wasn't written the w r?'

Fi|e 2, unit 2: 7 'Social_ networks good:for direct selling r marketing.

9 17 r
Customers are turned off the hard sell.'
STUDENT

File 4, unit 4, 9 3
Features of
well-designed website STUDENT
lt should possible f r the Sustainable tourism proposals
site to displayed different Waste disposal: provide litter bins in villages and along beaches.
web browsers d differ:ent Create r li g plant (five tons day: 57 r t reused).
devices. Make s r it can
Watertreatment: create facility so all water used hotels, etc.
viewed sm rt h .
is reused for irrigation.
lf r l-tim data is im t t,,
the site should linked to Building: f r ban on all buiIding along the coast within 00
database f r automatic updates. metres of the high tide line
Visitors skim-read online, Use' Hotels: stop the licensing of new lu ur hotels and resorts
lots of subtitles d bu|leted lists. in the r . Provide incentives for Goans to set up small
Do t display m r th about guesthouses.
250 w rds of text page and
make s r there r spelling
. Second homes: limit the construction of holiday homes and
mistakes. impose tax existing properties.
Make rs l information and Tourism watch: set up committee to monitor the impacts
order forms easy to find and fill in. of tourism and mobilize the community when their interests
Do not display visitor m r r threatened.
counters r site. lt iS Homestay holidays: provide the tu it for tourists to live
amateurish,
with local family, ri Goan life and l r traditional
Have access to w site,
music, crafts and cooking.
Make s r can update it
yourself rather than using external
specialists r wi|l h r d
every time u want to make
changes.
File 5, unit 4, 9 9 File 7, unit 7, 9 65
STUDENT STUDENT
you and student r events coordinators with
You are the m r of Mali Brijun. You see Apotheosis. This is ur detailed ri list. Explain to
advanta9es and disadvanta9es. student , sm rts t , what h item involves
and advise him/her rdi gl .
Advanta9es
. employment: 75 jobs created during the two
rs of construction V
. finance: public money from the r ti Oak|and r $10,000
Tourist Board - no increase in local taxes but (7 .r .-12 .m.)
an ecotax levied on tourists RockridgeConferenceCentre S7,500
(6 ;m.*10 .r .)
politics: 'steal'tourists fr m the m r of
Velikl Brijun
Disadvanta9es
Entertainment
Music
. few rm t jobs, if ; not all jobs may
Classical string quartet $1,800
for local people Local rock d $950
investment could used for f r DJ and m S275/h ur
centre (m r profitable) Cabaret
. pro{its fr m dinosaur park would go to private Belly d rs ý5O/h ur
investors, not the local community Fir eaters $40/h r
Stand-up comedian $35/h r
. wind w r is not r ecological, and some
say noisy and ugly

File 8, unit 7, 9 67
Fil 6, unit 5: 9 45 STUDENT
STUDENT You r Nick. You have decided to enIist the h l of
Global Productions, events mana9ement m
1 You r 9r ss 9 r and r talking to
You send the email below. Read it and list the points
Student , supervisor employed the airline.
which you need advice. Write suggested agenda
. you have missed your flight to cracow because for ur meeting with Global Productions.
the scheduled airport shuttle bus fr m ur hotel
did not tur u .
you took the next bus but arrived '] 5 minutes Basically, l need advice on how to make the
after check-in had closed and the clerk refused to festiva| break even. There's the threat of legal
put you the flight. Sh also refused to speak action hanging over me and um r of
bands have deserted the cause. We get good
to the captain.
attendances but maybe l need to think m r
you want to put the next available flight and about promotion, w sponsor, ticketing and
bumped up to {irst class in compensation. so on,
you paid f 'l 5 for the bus ride and r demanding There's also the r l m of safety and making
reimbursement. you maintain that the bus Sure that the festival runs smoothly in terms of

m acts as an agent f the irli . the sale of food and drink, policing, personnel,
crowd control and so . l've always relied on
2 You r supervisor empIoyed the airline and r volunteer staff but it's difficult to coordinate so
talking to Student , angry ss g r. m people and l sometimes don't even know
you have control ofthe staff at the other airport where they r !

and regret the passenger was treated badly. But the biggest headache is the choice of venue
as it still hasn't been decided and l'd grateful
. The irli will re{und the cost of the flight and for any suggestions.
possibly ff r compensation.
Looking forward to r meeting next week.
You have some forms the passenger fill in to
claim on the i sur .
The bus is due in about an h ur. you will calI
minicab company if there r not enough seats
for r .
Fi|e 9, unit 5: 9, 47
Case of | s rd v.
GROUP Beaconsfield Airport
European court of human rights
Judith Coleman, Operations (Application . 36 22/97)
rti.l
h h m r held that, whatever analyticaI
approach was adopted, r g rd must had to
Working party meetin9
the fair l that had to struck between
the competing interests of th individual and
l understand you discussed the issue of check-in the mm i as whole. F rth r, in the
kiosks and security issues. At present, all particularly sensitive field of environmental
pasSengerS travelling domestically, together With mi
protection, m r r f r to the
checked and carried-on bag9age, are screened
wellbeing of the country waý not sufficient to
for weapons, exp|osives and other prohibited
tw ig the rights of others. h h m r
items. This is more effective than identity
checking at deterrin9 and preventing Security considered that States w r required to
incidents. The issue raised the report is about minimize, as f r as possible, interference with
li i g and alleged criminal activity, not about rti l 8 rights, trying to find alternative
airport security. solutions g r ll seeking to achieve
"na r us way as regards
e-ticketing and return to identity their aims in the least
checks would cause further delays as most hum rights.
domestic carriers have moved towards internet
check-in and dedicated self-check-in kiosks. we
should go ahead and install these kiosks asap.

Airports have l rg fixed infrastructure costs,

and studies have demonstrated that unit costs The capital investment in the planned eXpansion
r ll costs must kept to an
decline significantly as traffic increases up to means that
absolute minimum and emp|oyee leaving
1.5 million Work Load Units (WLU, defined as
must not replaced.
passenger r 'l 00 kg of freight) r annum.
Consequbntly, the gr t r the m r of
passengers and goods passing through the
airport, the greater the profit.
FiIe 10, unjt 7: page 63
STUDENT
Airport expansion could create
500 jobs you r the of smartset. you would like to:
According to the RAA, the r s d . invite all the staff (but maybe not their
extension of l r Airport will provide
rt rs?).
job opporlunities for some 500 in the county,
. learn about suitable venue.
ranging fr m ground handling crews, aircraft
maintenance and security rs l to check-in
. provide some f rm of entertainment, possibly
and retail sales staff. s r rs greeted the news cabaret.
enthusiastically given the hr i 17 r t . find out about equipment and seating
m l m t rate r ss the r gi . rr g m tS.
have sit-down dinner for staff and 9uests.
. discuss how many staffwill needed.
industry facts . decide suitable date.
Non-aeronautical r is gr wi g much
faster than r ti l i m r traffic figures The aim of the discussion is to have an overallview
and producing greater profit margins. of what provided. Detailed discussions will
Additiona| i m fr m non-aeronautical follow in later meeting,
souries is key component in enabling ir rts
to generate funds for the investment they must
unJertake in terminal and airfield expansion.
The mm i l r stream is essential for
positive credit ratings and the airport's ability to
attract finance for l rg i fr stru tur projects.
FiIe '1 1, unit 4, 9 3 File 1 , unit 8, 9 69
l
STUDENT STUDENT l

Sustainable tourism proposals

w t r use: ban the construction of hotel pools and - r k urs,, awa rd-wi i g travel provi der
golf courses (an '1 8-hole golf course uses enough f r the g seniors m rk t, is seeking
water to r the irrigation needs of 100 farmersl). inveýtigations executive to in h rg of
f r hosepipe in periods of drought. handIing custorfl r complaints, r s r hi g
issues with suppliers, requesting appropriate
Music and dance: prohibit unauthorized moonlight
compensation and maintaining detailed records.
r parties. ln order to r m t the r gi
cultural heritage, r t 'World Music Festival', '( ur duties wilI involve:
i r r ti g fusion of Western and Eastern music
. dealing with st m r grievances.
and dance genres.
. liaising with internal departmentý to r s l
supplier issues.
. lnformation tr : set up location wh r tourists . f rw rdi g the complaint to the supplier/
are briefed on the need to responsible i their hotelier r s si and requesting
contacts with the host community and environment. compensation.
. Beach vendors: regulate and Iicence the use of . chasing the responýe email d telephone.
stalls, bars and restaurants. ull down unlicensed lnterested? The rý we r quir must
establishments. well.educated and cornputer-literate.
. solidarity tourism: ff r alternative packages previous track record i the tr l industry is
wh r tourists ri the r l Goa. These beneficial t m r important r r strong
tours would foster authentic cultural encounters with communication skills, methodical r h,
the community using locaI guides. integrity and ability to multitask while working
under pressur,e,
. casinos: organize protest against the l to
Salary negotiab|e, depending age d
licence the operation of floating casinos along
ri . Fri g benefits include subsidized
the coast.
staff restaurant and childcare subsidy.
r s rt: ur g hotels and r t rs to use
local taxi drivers. provide interest-free loans to
disadvantaged youths to buy rickshaw and r t
their own business.
Fil 14, unit 7, 9 65
STUDENT
File 12, unit 4, 9 39 you and student r events coordinators with
Apotheosis. This is your detailed price list. Explain to
STUDENT Student , Sm rts t , what each item involves
and advise him/her accordingly.
you are m m r of the croatian wildlife
Association. l your opinion, the proposed -
r s rt would spoil the environment. l particula1
Equipment and fixtures
Sound syýtem and lighting $2,000 l
u r against:
Trest|e tables (seats:10 m) $8 each
the destruction of 20 hectares of forest (some h
Fl r l d r for tables $ 0
species of plants r close to extinction and
m trees are very old).
Catering
the construction of road as vehicles can at
Traditional roast beef,dinnar $32.50/ rs
present access the site. Fi n ger ff t (self-service) $22.75l rs
. modern facilities. you feel that ecotourism Vegetarian meal $19.501 rs
should 'back to nature'.
. boating (especially the use of motorboats)
personnel
in the area as it disturbs the m ri life. ýecurity staff $20/h r each
. cycling on the island as this destroys r Serving/Reception staff S1 S/h r h
{rightens wildlife.
Y u would su rt the construction of basic
m t
lodges or cabins f r bird-watching and simil r half of fee due signature of contract; the r st
activities. seven days after the event
STUDENT

Name: Gr h m Nash Name: Carmen Rosa

g :3 Age: 5
Nationality: m ri Nationality; Mexican
MaritaI status: married; Marital statur: divorced,
one child, wife pregnant living with w rt r;
Education: Obtained children
scholarship to do Education: Higher
h l r degree at the vocational oualification in
Chaplin School of Hospitality Management
Hospitality and Tourism, Fl rid . O ained GPA and Tourism fr m the EiDE in Santurtzi, th r
of .7 and um l ud . Spain
Experience: Did um r of internships in ri : Was married to the w r of the
spa r s rts and hotels close to the Walt Disney El Pueblito Spa Resort in Samaipata, Bolivia and
World theme rk, rl d . Worked for thr worked with him for ten years i um r of
r5 5 customer services m g r f r capacities (receptionist, accountant, fr t and
m ri domestic airline. Has working back office). Since she rri d in this country, she
recently as freelance tour guide in London. has done m r of unrelated t m r r jobs.
says he knows h is overqualified for his present At present unemployed and finishing rs in
job but m to Europe to gain experience.
Languages: native English, fluent spoken and *i]iT"T:::TJ,,"" spanish. passed the
written Spanish, some Fr h University of Cambrldge iiOJC"ir].u." in
Salary expectations: 15 r t m r than Advanced English (9rade ).
r 9 Salary expectations: wil|ing to work f r what we
lnterests: h t gr h . vegetarian cuisine. offer
Has residential yoga teacher tr i i g lnterests: uty treatments, h istorical novels,
rs at the samahita Retreat. DlY
lnterview notes: Ambitious, versatile, lnterview notes: lnitially r s r d but intelligent,
passionate about future directions in the motivated and ambitious. lnterviewed well and
wellness industry. Said at the interview that he is obviously experienced in dealing with both
needs to r lot m r to su rt his family people and finance. Largely self-taught and
and is looking f r job that has management capable of working autonomously. l had the
potential. His ambition is to up his w spa impression that she would hard-working,
and meditation centre i Nepal. reliable and pe fectionist.

File '16, unit 8, page 75

l was Ms Watson's m l r at OzTours in Sydney. lt is m l surto r mm d Gr h m Nash

During h r time with us, she was conscientious for employment with your organization. l was
and methodical but showed little initiative. she Gr h m supervisor f r over two rs, durin9
has outgoing personality and the nature of the which time h worked as ust m r services
w rk was perhaps not suited to h r temperament. m 9 r. l have consistently impressed
She is vivacious, with friendly, outgoing with his ability to multitask and deal calmly and
personality but needs to stimulated. efficiently with harassed passengers. l wish him
r success in his desire to promote the virtues
of Ayurvedic medicine for wellness and healthy
rm was employed for six months in work-life l .
ur office last year. Despite going through
traumatic divorce, she was r l asset to
ur organization. She has excellent written l have known rl s de Sousa in variety of
and verbal communication skills, is tr m l capacities r the years. is extremely
organized and w rk independently. rm competent and has an excellent r rt with
effectively scheduled and supervised several people of all ages. l have no d u that his
office assistants, who were responsible for m extensive ri would enormously
of the office's basic administrative and clerical beneficial to your hotel.
functions, and she ensured that the work was
rri d out efficiently.
Fil 17, unit 9, 9 8'l
STUDENT
you r the manager of the East ouay restaurant. you have read the review below on
social networking site. conduct feedback session with the server, student .

We had meal 12 July at the East Qu it was and she said, 'l don't know.' She went back
restaurant down the river. There were about 15 and yelled at the cook. When she r tur d, she
diners at different t s and just s r r. said, 'l guess the cook forgot]it, l don't know
"nd
husband ordered soda and I asked for where he is. We r so busy.'When she asked, 'Do
iced tea with lemon. The s r r quick|y came back you still want them?' m r ý s was 'No!'
with our drinks ut not my lemon. h l asked f r Also, when ur food m , the fries m with
the shrimp to start d the fish dinner with fries, and mayonnaise them. N wh r i the menu does
my husband had the - steak. We had to wait it say that the fri s m with mayonnaise and I

about 25 minutes and l ld h r h r telling the m allergic to egg-based products. So, l asked h r
cook to hurry up. h she came back and started nicely t -g t r fri", without it. She ro|led h r
conversation with th r diners ut night out in eyes and said, ' .' Needless to say, she did not
the local disco. Finally, she m back to our table get tip and looked at me rudely wh we left.
but we did not get r shrimp starter, l asked where

Fi|e 18, unit 9, 9 8 Fite 19, unit '10i 9 89

STUDENT STUDENT
Read the information about the situation at the
This r goes without saying but do not hotel and r r {or ur interview with Student
drink the water out of the tap| This is especially , the journalist, to talk about the crisis. R m m r
difficult when you're ushi g your teeth - old to follow the guidelines for talking to the media in
habits die hard. But you'll r gr t it if you forget, as Exercise 4.
I did at ur hotel and suffered the consequencesl . After two days of torrential r i , the hotel was
you should warn people before they leave, inundated al7.45 a.m. today floodwaters
bursting through the lobby and rising up to the
l felt t rri l in z * couldn't r th r rl first floor.
and had severe headache. Luckily, h rm ry
prescribed Diamox d l fe|t better. uz is
. snakes w r seen swimming up the stairwell and
one woman was bitten the leg. She has been
above 3,000 m in elevation, so it easy to suffer
from dehydration. you should tell visitors to taken to hospital and is not in any d g r.
drink h r | tea and chew leaves . you have evacuated the remainin9 9uests
to alleviate some of the r l ms with high and r providing them with alternative
altitude sickness, accommodation.
. The guests on the ground and first fl r have
l enjoyed the t ur and the food was f ul us ut
lost th ir passports and most of their belongings
why waýte time tr lli g to Machu Picchu when
have been damaged. Consular and crisis staff r
u get th r fr m Cuzco helicopter? lt
providing assistance.
| takes 45 minutes!
. The names of all the guests affected have
l enjoyed the t ur but it was all too brief. Just communicated to their next of kin. They r
k r class didn't really give us the opportunity being kept informed { developments via text
to l r m r than couple of dishes, The time messages and updates your website.
spent i the sacred valley was far too sh rt to . h guests w r 't evacuated f r h d
r rl appreciate the site d just day at
because it is w F u r and the l
the Mistural festival was insufficient. season rm ll ru s from to N m r.
Why not r s basic t r but ff r optional can ur outside this
Tropical cyclones ri d
add-ons? l imagine that all visitors to r want to
but this r has r been affected.
visit Machu Picchu but for foodies, the high point
you have always been committed to providing
is surely the cookery classes, the culinary activities
and the Mistural. Why not just stay in Lima for the maximum security f r guests and r gul rl meet
and do the th r hotel staff to discuss m r9 procedures.
basic gastronomic ri
things at the end of the stay { r people who want
to do the l trail?
Fi|e 20, unit 1, 'l3 Flle 22, un|t 5, 9 45
9
STUDENT STUDENT
1 You r supervisor employed the airline and r talking
to Student , an gr passenger.
. Y u t believe that the shuttle bus was late. lt is always
time and no passengers, to ur knowledge, missed the
l because of late bus.
. you have made enquiries. The clerk did not refuse to
Canada 9%
Europe 6%
speak to the captain. h ir r ft was parked f r from the
departure lounge and bus had taken the passengers to
the plane waiting the tarmac.
you m able to up9rade the passenger to first class if
th r r avaiIable seats.

File 2'|, unit 2, . is lndependently run and the

9 17 The bus m ss g r
should take up the matter of compensation with them,
STUDENT 2 You r angry SS 9 r and r talkin9 to Student ,
supervisor empIoyed the airline.
F t r s of . You have arrived fr m Amsterdam having lr d
well-designed website experienced seven-hour delay. At the ir rt u w r
given u h r which allowed you to purchase just one
uniform design: good website is
l r and easy to navigate, Each page sandwich and soft drink.
looks as if it belongs to the same site. you w r offIoaded fr m one plane because the airline
Easy navigation: visitors should didn't have big enough jet to accommodate all the
not have to hunt for information. passengers from two other flights that had cancelled,
l l d an index, m u r r set Your 9 was thr w onto the tarmac in the pouring r i ,
of navigation buttons your h m Wh you complained, the ground Sta{f told you to keep
page. Do not d rli text so that it mouth shut and get on the plane.
ur
looks like link.
Now ur connecting domestic flight has been cancelled
l rs, fonts and alignment: too th r route, lt seems
because the l is i 9 used on
m colours and font sizes r
you wilI have to travel bus.
distracting, which result in the
visitor leaving the site. All text should . Judging the number of passengers stranded like
left-aligned. yourself at the ir t, you don't understand how you will all
contact information: contact able to get one bus, And what about ur Iuggage?
information should easy to find and
every page. Give visitois different
ways to r h you. lish r full Fi|e 23, unit 6,i page 59
postal address. This r ss r ý visitors
STUDENT
that you r ll exist.
. lmages d video: good website
is not cluttered with graphics
lnventory
and photos. The visitor should
immediately have sense of what the
. l of Ascoby Hall in 1432
information is and where to find it. lf
. um r of stuffed im ls
remains of R m clay pottery and mosaics
visitor has to wait too long for images
saxon heads, helmets and shie|ds
r video to load, he r she will leave.
some devices do not have Flash
. 18th- tur inkpot and writin9 materials
l r and avoid plug-ins at all costs.
audio r rdi gs of local residents (mid 20th century)
. Not too m bells and whistles: . book the brigin of place names
. collection of viking and saxon coins and medals
animated graphics, -u windows .
fu but they skeleton of R m soldier, with sword and heimet
and the like m
look unprofessional. How m times . copies of letters written members of the G tl m
'Skip i tr ' r Society
have you clicked
prints d paintings showing life during the 1Sth century
video clip that got stuck?
. list of words that used to spoken in the local dialect
F!] 2 , unit 7, 9 63 File 26, unit 7, page 67
STUDENT STUDENT
you are representative of Global productions,
events management m . You have made
You r events coordinator with Apotheosis,
some investigations and make some proposaIs
You can provide:
to Nick lkin.
. choice of venues: Oakland r ( beauti{ul
listed building with g rd s; capacity: 900) r
Rockridge Conference Centre (modern building; V
capacity: 1,000). Selangor r UrS : 30-45 minutes fr m u l
Lumpur depending on traffjc;good rki g at
. choice of music: classical music, rock group,
the iacecourse - buses and taxis also available;
DJ and disco. tr l, 9ood signage, toilet
the hire of equipment (sound systems and "ury.ro*dhir f r weekend: AUD 'l00,000
facilities;
lightin9, tables and h irs, etc.). Ticketing
. cabaret artists (belly dancers, fire eaters, ticket-only entry; tickets available r the
stand-up comedians). internet and r rd stores; AUD 40 each
catering: choice of meals (banquet-style r promotion
{i g r buffet). Detailed menus available, dedicated website and radio stations ( ,9,
. last.fm); advertising i local and international
security, r ti and catering staff ( ratio of
music magazines (need to write r ýs release)
1 : 0 guests).
you have price list f r each service but the first Catering
allow l licensed traders; h rg fee for their
thing is to discuss what type of event would the site; sur supply of water
r s
most suitable f r the empIoyees, The detailed
and electricity
costing comes at l t r stage.
Estimated visitor numbers
based on previous estimates: 15,000
personnel
Fi]e 25, unit 8: 9 69 volunteers need to l r as to their r | d
equipped with sma phones/walkie-talkies;
STUDENT 9 to ctean up site; r ruit
"rproy
securiiy staff fr m 9 and professionals
Howatt Hotels is fast-expanding internationa| f r stage set-up
hotel gr u with 42 properties in.Europe and Llne-uP
the Asian continent. We are now looking for an al| bands to given proper contracts with..
ambitious, hi9h-flying operations manager to penalty clauses if they withdraw without.v_alid
join our s i r.nun.g"rn.nt team in Dubai, r""ron; limit m r to 15; standard fee of
r sh" will play key r l in contributing to the AUD 25,000, with 20 percent tr for two top
profitabiIity of the hotel thr u9h the monitorin9 m S
bf r..u"nu" und budgets, maintainin9 effective Finance
cost controls and creating an environment where Warped Vi l Records interested in promoting
the staff are motivated to maximize sales, Asian music and have agreed to gift ten percent
Responsibilities include: of receipts from 3 downloads of bands,
. ijentifying and following up all sales leads, rf rmi g at the festival who sign up to their
. keeping the team up-to-date concerning label; sponsorship needed fr m local firms likely
hotel and m activities through daily to viewed favourably target audience;
communications, including financial and al|ow advertising tickets, programmes,
customer feedback. stands, stages, etc.
conducting interviews and contributing to Objectives
recruitment decisions. profit through ticketin g, sponsorship,, r.pu."
The rs appointed must have solid rental, etc,; encouragin9 tourism; buildin9 up
background in the hotel industry, reputation of festival over time thr gh an
standards-driven and detai|-oriented, with the annual event
ability to organize in logical m r and l
ahead. r she is hard-working, ti ul t , has
first-rate leadership and people-management
skills, and is focused on providin9 consistently
high standard of customer service.
An excellent r mu r ti package is il ,
including profit-related bonuses, m r
and private medical insurance.
File 27 , unit 9, 9 81

STUDENT
you r your
s r r at the East ouay restaurant,
m g r, Student , wants to talk to you about
incident with couple of diners the evening of
12 July.
you w r ur w that evening as the other
waiting staff w r absent. h r w r about 20
diners and u w r rushed off ur feet,
. couple ordered shrimp sta ters, which the cook
took l g time to do. you did your best to get the
rd r to the table quickly ta|king to the cook and
explained why it was takin9 so long.
Y u think the cook needs assistant to h l with
the starters and d ss ts.
| the end the couple said they didn't want the
St t rs because they took l 9 time to r r
but then the woman made fuss about mayonnaise
with h r fries in h r main urs . y u don't think it
possible to allergic to mayonnaise and no
has r complained about serving mayonnaise
on the side before. h woman was making fuss
about nothing as the mayonnaise WaS not actually
the fries. You fe|t she was aggressive but gr d
to r l the fries, this time without mayonnaise,

File 2S, ynit 101 page 89

STUDENT
Y u r journalist. h r have r ts of
flood in hotel affecting package holiday tourists and
you have the tu it to interview student . the
local representative of the t ur operator. r r your
questions for the interview. you would like to know:
. when exactly the flooding started and what the
consequences have .
how the situation has evolved.
what is being done to inform the guests'families,
. why the guests weren't evacuated f r h d,
. if flooding in this area is mm .
r to what extent the hotel was r r d f r this
kind of incident.
 R /t /t R R F R III
Continuous aspect countable and uncountab]e u s
1 The continuous ( r progressive) aspect deaIs Nouns belong to two major families: countable nouns
with time in progress at the moment of speaking and uncountable nouns. u t nouns r f rt
and perceives actions and events as incomplete, things, people and ideas that are perceived as ' '
temporary r developing. lt is expressed the or 'm r than one'. Uncountable nouns r f r to things
r ri t form of + r + -i g. that r treated as i di isi wholes and not as
2 Use the continuous aspect to talk about: separate objects.
an action in r gr ss at the moment of speaking. COUNTABLE NOUNS
you call back later? l'm having lu h. 1 countable nouns include:
trends and situations that r changing. individual objects, places, professions.
h um r ofpeople doing adventure t ur m Ih r lake r wh r you hir boat.
is growing.
She3 receptionist.
h l r ice caps h been melting mu h faster units of measurement ( m tr , mile, litre,
than scientists h prediaing. g il , etc.).
future arrangements.
u d weighs /ess than kilo.
l'm meeting their Chief Executiye t d . 2 Use countable nouns with / r in the plural.
t m r r situations. Hotels situated r exhibition centre r
Zhu's off sick so l replacing him until h usually booked well i d .
gets better: 3 Countable nouns fol|ow words su h as m , these,
/' walking to w rk while m r is those, s r l, few d few.
i g r ir d. we h v seyeral roolns v t at the moment.
past situations that had not come to end. , V ry few people come h r i the low s s .
D ri g the 1960s / were travelling i UNCOUNTABLE NOUNS
i r si g ur rs.
1 uncountable u s include:
to describe past events repeated r time.
food and drink seen as whole and not as
Guests were always m l i i g about the noise,
individual units.
so we d 't have dbco r z.
h lt li s r famous for th ir pasta.
3 you can use continuous forms with modal verbs r
the passive. l v r have milk r sugar i m tea,
The bus should arriving sh rtt , substances or materials (g/ass, gold, m r l , p/astic,
wood, etc.).
We m witnessin g h g i sum r
i t Greek scu/ptures w r a/most tir l
r f r s.
m d of m r l r bronze.
l'll using u i transporf while m r is
i g repaired. abstract ideas ( m / m t, health, i sur ,
4 Do not use the -ing f rm with stative r s (verbs r 9r 5s, safety, etc.).
that d s ri situation in which h tr v l industry is good s ur of
obvious
action takes place) such as gr l li m l m t.
, l g,
depend, k w, r f , u d rst d, want. w r, h /egis/atio health d safety ve4z strict.
it is ssi to use some stative verbs in the verbal nouns describing activities (fishi g, fti g,
continuous f rm, when they have an active meaning sail g, shopping, etc,).
i

or emphasize an ongoing situation. m r : rist attractions in the r gi inc/ude fishing,

she l s h r work and thinks it usefu/. bird-watching d hiking i the foothills.
She says sh loving h r holiday d is thinking of 2 Uncountable nouns do not have plural f rm and
staying tr week. ( r holiday is not r and take the singular form of the r .
she hasn't decided yet.)
r l broadens the mi d.
l f rm ti is w r.
3 uncountable nouns follow words like r u h, little Reportin9 verbs
and /itt/e.
1 Use reporting verbs to show the attitude of the
We don't have m h time. rs who spoke the original words. They give
h r is very little snow i wi t r and t much m r information than just using said.
r i either. 'l'll speak to h r:'- promised to speak to h r.
4 You make an uncountable u singular r 'l'lt give you h d i{ you like.') offered to
plural using another word r expression. give m h d.
mm d ti : place to live 2 Different reporting verbs r followed different
advertising: advertisement/ mm r i l structures. They can followed :
adyice: piece of advtce that clause. you can omit that from the clause.
i f rm ti : piece of i f rm ti firm d (that) i is /eaving.

i sur : i sur policy She said (that) sh f u d better job.

m y, i / k t / s m to-infinitive.
progress: step f rw rd She threatened to resign.
tr i i g: tr i i g course object + to-infinitive.
tr v l,. excursion/ j ur / tri / voyage advised the guest to l h r lu l s in

work: job/a task the safe.

an -ing f rm.
She admitted m ki g rnistake.
Making predictions
some verbs can used with m r than one
1 Use modal verbs to say that future situation is StrUctUre.
t i , r l r possible.
prornised to help us.
t i promised (that) h would help us.
h 21st tury will see m h g s in the
She denied making rnistake.
tourism industry.
'; She denied (that) she h d m d mistake.
h flight won't time because th r was
m i t
3 Reporting questions
r l m.
report sl questions, use asked/wanted to
r l k w + if/whether.
We m well see m r hotels using socia/ media
'Are you going to the exhibition?') She asked
to i t r t with guests.
(m ) if/whether / was g i g to the exhibition.
h r r delays this m r i g, so your tr i
'Do you h the flight details?' ) wanted to
should h r s .
k w if/whether l had the flight detai/s.
possible
r t questions that begin with which, what,
l have meeting at 11 .45, so l m /ate for
wh r , why, wh , how, etc., use the subject before
lu h.
the verb.
The sea might rough today, so 5s 9 rs 'Which airline r you using?'--) She asked m
could seasick.
which irli l was using. (NOT was / using)
2 Use goingto to make firm predictions based 'How mu h do you wish to spend?' -) wanted
evidence at the time of speaking. to know how m h they wished to spend. (NOT
Look at those c/ouds! l thi k it's going to r i . how m h did they wish)
You can use expressions like bound to, th r 4 Tenses in r t d speech
good h , i
probability and (highly)
all
When you r rt what someone said, you use
unlike/yto express different degrees of certainty. tenses that relate to the time when you make the
lf you go to London, 'r u d to see black r rt. This often involves change of tense: the
taxi. (: t i ) r is 'back-shifted' one step into the past.
h r good h l'll h v finished the r rt 'l don't want to go,'-) lv said h didn't want
t m rr w m r i g. (= in all probability) to go.
lt's highly unlikely { r there to hot weather in 'l've written to the c/ient.' -) ris to/d me she'd
the rth of Scotland, even in summer (: it very writt to the c/ient.
improbable)
 However, it is often u ss r to change the ln an active sentence, the subject initiates the
tense in the following situations: action.
when the time r f r is the s m f r the original The r s rt representatiye met the gr u at the
speaker and the rs r rti g. ir t.
'l'm leaving next Wednesday.'-) sr says/said l passive sentence, the starting point is the
he's leaving next \ / d sd , (Next Wednesday is person r thing that is affected th action.
in the future at the time of r ti g.) The group was met at the ir rt the r s rt
when the statement is true f r all time. representative.
'V i is beautiful place f r h m .') When writing in formal style ( .9. reports, minutes
said that Yenice is beautifu l place f r of meetings), you may choose impersonal style:
h m . it + passive.
when th r is lr d 'back-shifted'verb in lt was agreed that th rigi l l should
the sentence. altered.
'l worked f r TUl after l left college.'-) told lt was considered to acceptab/e alternative.
m h 'd worked f r TUl wh h left college. It h s decided to postpone the meeting.
(NOT he had /eft)
The modal r s cou/d, would, shou/d, ought to
and might do not change in r t d speech. Talking about the past
'lt would nice if we could rneet 9 i soon.' - Used to
She said it would nice if we could meet again Use used to to talk about r t d past actions and
s . situations that r no l g r true.
/ndia used to British l .
The passive We used to send lot of faxes but nobody does
w.
F rm
h r used to r ilw g i g thr gh the
The object of active r becomes the subject of
village but it c/osed down,
passive construction.
form questions d negative sentences, use the
Active: Thomas Cook invented the package tour.
auxiliary did.
(the package tour: object)
Did g l u5 to l g to Portugal?
Passive: The package t r was invented
Thomas Cook. (the package tour: subject) l didn't us to like w rki g on cruise sh but
w l j the lifestyle.
Use
When used to is followed tag question, use the
Use the passive when you do not want to focus on
auxiliary did.
who did the action r it is not ss r to know
Y u used to work with ry, didn't you?
h t w r was dernolfshed i 1753.
Would
h missing ss rt has f u d.
would also refers to habitual actions and events
She has prornoted to the post of m rk ti g
in the past. However, with would there is often
dir t .
previously-mentioned time fr m , often established
lf you want to mention who performs the action, an urr of used to, r in the past
use . tense r time-adverbial expression.
The missing ss rt has f u d of Wh the family lived h r i the 19th tury,
the cleaners, they used to dine i this r m every i g. d
Also use the passive to describe r ss r ft r they had finished eating, the m would
procedure. retire to the billiards r m d the w m would
First of all, wh v has sft and ta/k.
identified, job specification is created and lt is not possible to use wouldto r f r to states.
job advertisernent is written d published. The t w hall us d to theatre, (NOT
candidates r invited to submlt th ir cvs d would )
suitab/e applicants r then short-Iisted d m
Use the past simple, not used to r would when you
inyited f r i t rvi w.
want to say how many times something happened
r that something happened at specific time.
/ went thr tr i i g courses /ast r. (NOT
/ used to go)
3 /t is believed/considered/said/thought ... Do not use would in the if clause.
you can use it is believed/considered/said/ she had spoken to m
/f rli r... (NOT /f she
thought {ollowed that clause to make would have spoken ...)
speculative statements about the past. This is We change the rd r of the clauses in
common feature of guided tours when ancient conditional sentences.
monuments and rum ur d events r described
l might h able to he/p if she had spoken
lt is thought (that) the king of Fr s/ept in to m rli r.
this m.
sh wouldn't h rnissed h r connection if the
lt belieyed (that) the bell tower was / t r h d arrived on time.
l
addition.
2 ln f rm l contexts, you omit lf and use had +
lt is said that the princess fell i love with subject + past ti i l .
of her servants.
Had you known about the situation, what would
you have d ?
Hypothetical situations 3 y u also use mixed conditionals to talk about
present hypothetical situations.
'l Use the third conditional to talk about imaginary
past situations. Use the past perfect in the if clause lf my boss hadn't gi m bad r f r , l
and would/could/might+ have + past participle in would have much tt r job w.
the main clause. lf our previous chief executive had stayed with us,
lf she had spoken to m rli l might h ur m would market leader.
l to help. 4 When describing hypothetical situation, you
lf they hadn't taken out insurance, they couldn't sometimes r l past per{ect construction with
have got th ir m back. if it w r 't f r ,,.

lf the l had arrived time, she wouldnt lf it weren't for Sushi/a, l wouldn't have m g d
h missed h r ti . to get everything r d time. (:/f Su shila h d 't
he/ped m ...)
Whatwould you have d if you had k w
about the sjtuation? lt is also possible to use tf r ...
But for Sushi/a, l wouldn't have managed to get
everything r d time.

Dependent prepositions
h r r many verbs, adjectives and nouns which r followed specific prepositions and it difficult to
choose the right . h t below gives examples of some of the m r mm combinations.
Verbs Adjectives Nouns
for / apologise f r i g late. She3 responsible for health d whatb the reason for the extra
h say the r gi r is safety. h rg ?
heading for disaster Sydney is farnous for its r We have reputation for luxury
house. holidays at affordable prices.
fr m This s r shou/d protect you she was absent from work /t makes change from the
frorn mosguitoes. yesterday. usual routine.
We're suffering from th ur s r i s are different from lt's lovely, sec/uded h with
cornpetition. those of ur cornpetitors. protection from the wi d.
of l d 't approve of overbooking. This i ti g is typical of the The idea of w rki g f r irli
What did she accuse you of rtist work. appea/s to r ,
doing? / wasn't aware of the w h r /itt/e h of getting
regulations. tickets w.
on The ut r doesn't depend She /ikes lt li cooking but sh The recession has had effect
me, not k Fr h cuisine. our sa/es.
We all congratulated h r h r Y r is dependent ur What r ur views the
r m ti . work experience. f tur of t urism?
 Verbs Adiectives Nouns
ln h campaign succeeded in r you interested i goi g h r has an increase in
boosting bookings. guided t u ? the um r of chinese visitors.
ur m specializes in h candidate was l ki g i h r great deal of
been
dv t r tourisrn. ri . interest i our m ig .
to She didn't respond to m email. f ur-st hote/ is superior to Hard w rk is the key to success.
h invited all th ir friends to two-star one. What was ur readion to the
th ir rt . smallgroup is preferable to idea?
l rg .
with ldon't agree with you. r you satisfied with your stay W 'r having r r s with r
so f r? supp/ier.
How r you i g with the
extra workload? l'm pleased with your w rk. Do you d help with the
r r ti s?

ReIative clauses Modal r s

h r r two kinds of relative clauses: defining and SPECULATlNG
non-de{ining. 1 You use the modal verbs m , might, could,
1 Defining relative clauses shou/d and rnust to say what you suppose to
defining relative clause makes it l r whi h true about the past or the present. F r example,
person or thing we are talking about. someone asks, 'Wh r is Juliette?'You could answer:
The who/that 9 m m first job was Sh may/might/could in the back offrce. (: lt
rs
genius, (identifies specific person) possible.)
She should in the back office (: lt r s l
h r mids which/that were built until the
Third Dynasty w r m d of mud d ri k, t t i .)
stone, (identifies ti ul r pyramids) She must i the back office. (: lt pretty sure.)
Use wh r thatto r f r to people. Use which or She can't in the back office.She cal/ed m fr m
that to refer to things. Use whose to r f r back to h m five rninutes 9 . (: lt impossible.)
people or things. 2 r f r to the past, use modal r +h + past
lt was m ti g whose purpoýe l failed to participle. F r example, someone says, '| can't find
understand. (: l failed to understand its purpose.) Jul iette anywhere.' You could r s d:
2 Non-defining relative clauses Sh may/might/could have g out. (: lt
non-defining relative clause has tr , - possible.)
essential information. l this type of clause, use She m st h g out, (: lt pretty sure.)
who, which and whose but not ihat. The relative She can't have g out. She was right h r
clause is separated {rom the main clause minute 9 . (: lt impossible.)
commaS.
lt is not possible to use shou/dto speculate about
, wh is r receptionist, will show you the past. Shou/d + h + past pa ticiple expresses
r u d the building. criticism.
h Rosetta st , which was f u d i 1799, She should have gone out. (: lt was wr g for h r
enab/ed h m lli to decipher the hi r gl hs. to stay inside.)
L rd da Vi i, whose i ti g of the 3 lt is also possible to speculate about the outcome of
Lisa is world-famous, was great ltalian artist and past situation using third conditional.
scu/ptor:
l{l had anticipated the market tr d r ago, l
you use which to r { r back to whole clause.
could/would/might have made f rtu .
t'm afraid w ' rnissed our tr i , whi h rneans
we'll late.
 ENCLISH
F R INTERI\ATICNAL

]*LJruýe,t
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r tý
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