MODULE 1

Vocabulary
1 Internship(n) ˈɪn.tɜːn.ʃɪp is use for white Thực
collar (professional) tập
careers sinh
2 An internship(n) æn ˈɪn.tɜːn.ʃɪp is a period of time Thực
that a student spends tập
inside a company in
order to get on - the -
job work experience
3 Internships(n) - dùng ˈɪn.tɜːn.ʃɪp can be done after Thực
ở dạng số nhiều obtaining a degree or tập
part - way through a (sau
course of study. The khi học
experience gained on xong
an internship is vẫn có
helpful for getting a thể đi
job or for completing thực
one’s studies tập)
4 Internships (n) ˈɪn.tɜːn.ʃɪp sometimes come Thực
with a small salary tập (đôi
and can be part - khi sẽ
time or full - time. có một
mức
lương
khi
thực
tập
5 Apprenticeship(n) əˈpren.tɪs.ʃɪp is use for blue collar Học
(manual/technical) việc
 careers
6 An apprenticeship əˈpren.tɪs.ʃɪp combines practical Học
on - the - job training việc
with relevant study

7 Pay(v) peɪ when you are an Trả

intern, a sum of (Trả
money you got for lương)
your regular work

8 Payment(n) ˈpeɪ.mənt a sum of money you Sự chi

got for once trả

9 Adapt to(v) əˈdæpt to change, or to Thích

change something, to nghi
suit different với
conditions
10 Satisfaction(n) the good feeling that Sự thỏa
you have when you mãn
have achieved
something or when
something that you
wanted to happen
does happen;
something that gives
you this feeling
11 Motivator(n) ˈməʊtɪveɪtər a person or thing that Người
makes someone thúc
enthusiastic about đẩy
doing something
12 Attitudes(n) ˈæt.ɪ.tʃuːd what you think Thái độ
(a feeling or opinion
about something or
someone)
13 Behaviours(n) bɪˈheɪ.vjər what you do Hành
through your vi cư
behaviours I know xử
your attitudes

14 Relations(n)(informal) rɪˈleɪʃənz The way in which Quan

two people, groups hệ
or countries behave
towards each other
or
15 Relationships(n)(form rɪˈleɪ.ʃən.ʃɪp a loving and/or Các
al) sexual friendship mối
between two people; quan
the way in which hệ
two or more things
are connected
16 To relate(v) rɪˈleɪt to find or show Liên
the connection betwe quan
en two or more tới
things
17 Diplomatic(adj) dɪp.ləˈmæt.ɪk relationships betwee Ngoại
n countries giao
18 Essential(adj) ɪˈsen.ʃəl necessary or needed Thiết
yếu
19 Professional(adj) prəˈfeʃ.ən.əl relating to work that Chuyên
needs special trainin nghiệp
 g or education
21 Experience(n) ɪkˈspɪə.ri.əns (the process of Kinh
getting) knowledge o nghiệm
r skill from
doing, seeing,
or feeling things
22 Experiences(n) Event or somethings Trải
happened in the past nghiệm
23 CV = Curriculum Vitae
24 Confederation(n) kənˌfed.əˈreɪ. an organization cons Liên
ʃən isting of minh
different groups of p
eople working togeth
er
for business or politi
cal reasons
25 Employer(n) ɪmˈplɔɪ.ər a person or organizat Người
ion that employs peo sử
ple dụng
lapo
động
26 Fierce(adj) fɪəs physically violent an Hung
d frightening dữ
27 Opportunities(n) ɒp.əˈtʃuː.nə.ti an occasion or situati Những
on that makes cơ hội
it possible to do
something that
you want to do or
have to do
28 Demonstrate(v) ˈdem.ən.streɪt to show or make Chứng
 something clear tỏ
29 Ability(n) əˈbɪl.ə.ti the physical or ment Có khả
al power or skill nee năng
ded to do something
30 Multinational(adj) ˌmʌl.tiˈnæʃ.ə involving several Đa
n.əl different countries, quốc
or (of gia
a business) producin
g and selling goods i
n several
different countries
31 Intercultural(adj) ˌɪntəˈkʌltʃərəl relating to Giao
or involving more thoa
than one culture văn
hóa
32 Sensitivity(n) ˌsen.sɪˈtɪv.ə.ti an ability to understa Nhạy
nd what cảm
other people need,
and
be helpful and kind t
o them
33 Hierarchical(adj) ˌhaɪəˈrɑː.kɪ.k arranged according t Cấp
əl o people's or bậc
things' level of impo
rtance, or relating to
such a system

READING
Anser the question:
1. Why is an internship in China a good idea?
 - It’s is a good idea because there are lots of opportunities to acquire
experience, as China is the second biggest economy in the word. It offers the
chance to learn e new language and to experience living and working in a
different culture. Companies are very interested in candidates who have this
type of experience.
Câu hỏi trắc nghiệm
1 The most important part of your CV is
a) your qualifications
b) your work experience
c) your references.
* According to the confederation of British industry, 80% of employers -
Companies or bussiness first look at the experience and skills you acquire on
an internship
2 It is hard to get internships in Europe because
a) there are more and more universities
b) there is competition for places
c) Chinese students want internships in Europe.
* Because competition for place in Europe and the us is fierce
3 Shaun went to China to
a) learn the language
b) acquire cross-cultural skills
c) find an internship.
* Because there are lots of opportunities to acquire experience, as China is the
second biggest economy in the word. It offers the chance to learn e new
language and to experience living and working in a different culture.
Companies are very interested in candidates who have this type of experience.
4 Shaun is satisfied with his internship because
a) his experience impresses employers
b) he is financially more independent
c) he loves talking about Shanghai
1 What is Julia Barton's job?
She works for an agency that sends students to work in multinational firms in
beijing
2 What are the four essential skills for working across cultures?
Intercultural sensitivity, managing uncertainty, adjusting communication style,
and the ability to build relationships with people from different cultures are all
essential.
3 In Asia, how are attitudes to time different from Europe and the USA?
In Asia, they prefer to take more time to make a decision rather than rushing
and making the wrong one
4 What sort of relationships do employees have with managers and with
co-workers in China?
It is important to respect and be very diplomatic with your boss. Team spirit is
very important: co - workers eat lunch together and go out together after work.
LISTENING
Lena Jamie
1. Where is the internship? USA Bazil
2. What type of business do they Film studio Consultant
work in? (International film
consultant)
3. Where do they live? Cheap hotel Apartment near the
beach
4. Are they paid for their work No pay Little pay

Jen Mo
Name Jennifer Osenbury Mohammad Qureshi
Date of birth 15 February, 1994 28 December, 1993
Passport number 07EI984502 08JG446669
 Room number A309. That’s on the E214. That’s on a new
third floor building over there on
the second floor
Course reference ASS67/GL LEA43/JA
Start date Tomorrow Tomorrow
Start time 6h30p.m 8h45 a.m
Intructor Professor Lockhart Dr.Higgs
Cost 545$ 455$

Holand Danmark Italian Italian Luxemburg

74 71
65 % %
%

5% 3%
3%
5%

HOMEWORK
Subject: School leave from ENP309_203_D02
Dear Ms Nguyen Thi Thanh Truc
I am Pham Phuong Trinh, a Student of ENP309_203_D02. This is to inform
you that I am not be able to attend the class on 26th July. I was really ill from
yesterday.
Therefore, I would like to kindly request you to grant me a leave for 1 day.
I Attached the doctor’s note for my illness. I Shall be really thankful to you.
Yours sincerely
Trinh
Pham Phuong Trinh

MODULE 2

VOCABULARY

1 CRM = Customer Relationship Quản lý quan hệ khách hàng

Management

2 Priority(n) praɪˈɒr.ə.ti something that is Sự ưu tiên

very important a
nd must
be dealt with
before other
things
3 Repeat business Customer buy repeatedly Kinh doanh
lặp lại
4 Loyal customer Returning customer Khách hàng
trung thành
5 Strategy decision ˈstræt.ə.dʒ A plan for a Chiến lược
(n) achieving
success
6 Ship products Sent product buy transport Vận chuyển
sản phẩm
7 First - class The help at the first time Sự hỗ trợ đầu
support tiên
8 Installation (n) ɪn.stəˈleɪ.ʃən an occasion Cài đặt
when equipment
, furniture, or
a computer prog
ram is put
into position or
 made ready to
use
9 Disappoint(v) ˌdɪs.əˈpɔɪnt to fail to satisfy Thất vọng
someone
or their hopes, w
ishes, etc., or to
make
someone feel un
happy
10 Emotion (n) ɪˈməʊ.ʃən a strong feeling s Cảm xúc
uch
as love or anger,
or strong feeling
s in general
11 Determination(n) dɪˌtɜː.mɪˈneɪ.ʃə the ability to con Sự quyết tâm
n tinue trying to
do
something, altho
ugh it is
very difficult
12 Pause (n) pɔːz a short period in Tạm dừng
which something
such as
a sound or
an activity is sto
pped before start
ing again
13 Reflection(n) rɪˈflek.ʃən the image of Sự phản xạ
something in
a mirror or on
 any reflective su
rface
14 Advantage(n) ədˈvɑːn.tɪdʒ Direct contact Lợi thế
with the
customer/a condi
tion giving
a greater chance
of success
15 Disadvantage(n) ˌdɪs.ədˈvɑːn.tɪd Cost/a condition Bất lợi
ʒ or
situation that cau
ses
problems, especi
ally one
that causes some
thing or
someone to be
less successful t
han other things
or people
16 Customer referral This person becomes a new Giới thiệu
customer because an existing khách hàng
customer recommends them

17 Customer pleasure that people get when they Sự hài lòng

satisfaction buy things from you của khách
hàng
18 Deal with take the right action when the Giải quyết các
complaints customer says there is a problem khiếu nại
19 Dilivery date time that the goods arrive at a Ngày giao
place hàng
20 Exchange products change the productfor a new one Trao đổi sản
or phẩm

21 schedule ˈʃedʒ.uːl a list of planned Lịch trình

activities or
things to be
done showing th
e times or dates
when they
are intended to h
appen or be done
22 Efficiently(adv) ɪˈfɪʃ.ənt.li working or oper Hiệu quả
ating in
an organized, qu
ick,
and effective wa
y
23 Dial a number press the right keys to contact Quay số/ bấm
someone by telephone số để gọi
24 Connect Put you in contact with another Kết nối với ai
person đó
25 Put..on hold Make someone wait and listen to Yêu cầu giữ
music máy
26 Get through Reach the person you want to Liên lạc với
speak to với người mà
mình muốn
nói chuyện
27 Take a call Agree to speak on the telephone Nhận cuộc
 gọi
28 Leave a massage Record details of what your call is Để lại lời
about nhắn
29 Call back try again to reach the person you Gọi lại
want to speak to
30 Return your call Respond to a message from Gọi lại cho
someone who want to speak to người đã gọi
you mình
31 Get back to Contact someone again with more Gọi lại sau và
information cung cấp
thêm thông
tin
32 Hang up Finish a telephone call Gác máy/kết
thúc cuộc gọi

READING

Skim reading:
A-3
B-2
C-4
Reading for detail:
1 companies spend too little / too much / enough on customer service training.
=> But customer support is only part of the story. Every year, businesses spend
millions on customer service training
2 contacting customers when and how you want / when and how your boss
wants / when and how they want.
=> Give customers what they want, when they want it: the right product, in the
right place, at the right time and, of course, at the right price
3 you don't need to share your customer's priorities / feelings / opinions.
=> Show customers that you feel like they feel, especially about problems. If
they are disappointed or angry, show the same level of emotion in your
determination to solve the problem.
4 people prefer not to buy from someone they look like / dislike / like.
=> There are many ways to be like your customer, but perhaps you're asking
why? Well, we all like people who are like us, so, naturally, we all prefer to
buy from someone we like! Simple, isn't it?
True or false:
1 It is more expensive to find new customers than to get repeat business. (T)
2 On average, 10% of a company's leads become customers. (F) (Just 1%)
3 Companies ask customers for comments on Twitter and Facebook. (F)
(customers make comments to friends)
4 CRM software helps companies make better long-term strategy decisions. (T)
Exercise 2:
1 - customer satisfaction
2 - repeat bussiness
3 - dilivery date
4 - repeat product
5 - due with complaints
6 - exchange products
7 - returning customers
8 - customer referral
Give your customers what they want, when they want it?
=>- warranties, free delivery and installation, hotlines, newsletters and
upgrades
- the right product, in the right place, at the right time and, of course, at the
right price. Make the customer's priority your priority, especially when there's a
problem! so
WRITING
Cấu trúc để làm bài viết
1. Introduction
2. apology
3. Expanation
4. Action
5. Conclusion
Langguage focus
1. Faithfully
2. Sincerely
3. Don’t know
4. know
5. Don’t know
6. single
7. married
MODELS (READ THE EMAIL AND LETTER BELOW)
1. Who is writing the email?
Marry hills, from the workshop manager at a small manufacturing company
2. Why is she writing?
She is writing email to complain about she has not received the last four
magazines
3. What does she aks for?
* ask for someone/somthing = request(yêu cầu/hỏi xin ai cái gì?)
* ask someone/something (Hỏi ai về cái gì đó?)
She asks workshop weekly to send the missing magazines as soon as possible
4. Who is writing the letter?
Peter Ashford, the customer services manager at workshop weekly
5. Why is he writing the letter?
- pete wants to apologize error about the problem because the customer/Ms.hill
has not received their last four magazines
- Explaining detailed why that problem happened
- Solving the problem
6. What action does he take to resolve the problem?
- Pete can confirm that Hill customer will receive workshop weekly by and
also get some sample copies of another managize
7. What offer does he make?
- he can offer Hill a six - months subsciption to new logistics at half price
Put the words in the correct order to make sentences from a business
letter
1. Could you please look ino the problem?
2. We would be grateful if you could phone us as soon as possible
3. Thank you for bringing this problem to our attention
4. Please accept our sincere apologies for this error
5.we are woking to reslove this problem as soon as possible
5. To make up for our mistake
LISTENING:
1:26 - 1:27
1. Why is the man happy to pay more?
=> Because Everything is alway fresh, but mainly because good service
2. What exemple of good service does he give?
=> - the assistants all know his name and what he likes
-They’re friendly, they always seem pleased to see him and make
conversation
- they help he with his bags and give him something free: herbs, apple
3. How does he feel when service is good?
=> He suppose they make he feel special
4. How does the woman react to bad service?
=> she doesn’t want to complain
5. What example does she give?
=> - if the service is not good at a restaurant. She doesn’t give a tip and she
doesn’t go back
- if the internet service isn’t good, she changes to another company
6. How does she fell if service is bad?
She surprised that there’s still so much bad service, bad service just doesn’t
make sense
+ Competition I fierce/strong
+ Pay
+ Benifits
+ Tip
+ Reward
+ Bonus
+ Comission
+ fine

Track 1.28 - 1.30

1.28:
Call to tell about she has just received her new internet box , but she is having
Installation problem
- seller request she Contact the helpline and they will Provide technical
support
1.29:
Call to tell about he ordered a new TV from a website that has a money - back
guarantee But the TV doesn’t work
- He request give a refund and return the faulty product
1.30:
Call customer service to complain a bout ski jacket she ordered. It’s too small
and horrible color./seller apologize and exchange the product for her
1.31 - 1.36
1.
2.
3.
4.
5.
6.

Track 1.37 - 1.38

1. Mike and the receptionist are
* receptionist: a person who works in a place such as a hotel, office,
or hospital, who welcomes and helps visitors and answers the phone
a) . Friends
b) . Colleagues
c) . Strangers
2. Mike and paula are
a). Friends
b). Colleagues
c). Strangers
3. Sue is Paula’s
a). Friend
b). colleague
c). Boss
4. Sue is
a). Available
b). having lunch
c). in a meeting
5. Sue is Mike’s
a). Friend
b). Boss
c). Customer
6. When Sue calls back, Mike is
a). not available
b). having lunch
c). in a meeting
Useful expressions: Telephoning
Exercise 4:
1. I’ve just received my new internet box , but I’m having Installation
problem Can anybody help me?
2. I ordered a new TV from a website that has a money - back guarantee But
the TV doesn’t work What can I do?
3. I bouhgt a ski jacket online, but they have shipped the wrong product It’s
too small, and it’s a horrible colour help

MODULE 3

Vocabulary
1 Rescues(v) /ˈreskjuː/ to save Giải cứu
somebody/something
from a dangerous or
harmful situation
2 Pallet(n) /ˈpelɪt/ a small hard ball Viên nén
(nhỏ)
of any substance,

often of soft

material that has

become hard

3 Assemble(v) /əˈsembl/ to come together Tập hợp

as a group; to

bring people or

things together as

a group

4 Solution (n) /səˈluːʃn/ a way of solving a Cách giải

 problem or quyết

dealing with a

difficult situation

5 The Is exactly the product that the Sản phẩm

right’product customer need or wants and can’t phù hợp
buy from another manufacturer
6 In the right The quantity and type must be in Đúng số
quantity and accordance with the order and lượng và
condition requirements chủng loại
7 With the right The information about the order Với tài liệu
documentation received must match the order phù hợp
8 To the right Đúng địa
place điểm
9 At the right The product has to be at the right Đúng thời
time time like gian
10 At the right Giá cả phù
price hợp
11 Time to time Synonyms with sometimes Thỉnh
thoảng
12
13
14
15
16
17
18
19
20
BRAINSTORMING
- The right product: is exactly the product that the customer need or wants and
can’t buy from another manufacturer:
- In the right quantity and condition:
- With the right documentation(1 bộ hồ sơ):
- To the right place:
- at the right price:
- margin (Chênh lệch giữa tổng thu và tổng chi):
- At the right time: making product availability correspond with customer
demand (weather, trend…) to be able to take advantage of opportunities when
they come
- Weather
Example: In winter, customers will need to buy a lot of warm clothes.In
summer, customers will need cooler clothes like T-shirts.
=> So the company need to take the right time, the right season
- Trend
Example: Nowadays, people's fashion style often changes according to many
different trends
=> So the company needs to research about fashion trends and offer suitable
products
READING

Packaging: materials used to wrap or protect goods that are sold in shops
LTD:
PLC:
Diliver: to take goods, letters, etc. to the person or people they have been sent
to
Khác nhau giữa plan và planning:

TRUE OR FALSE

Sửa lại T or F
Câu 1:F the end users : (children => toys stores)
Câu 2: T.
Câu 3: F out of stock => no storage space
Câu 4: T
Câu 5: F. give customer credit = offer delay payment
Câu 6:

Từ vựng cần giải thích cho bài T or F

- Cash flow problem: lack of cash

- Buy sth by installment: mua trả góp
- Paid on delivery:
- integrated into a single system:( tích hợp thành một hệ thống)
- from time to time = sometimes
- cash flow problem:
- Default: fail to pay the bill (reason for bank manager angry)
- “banks just lend you money when you do not need money”
- finacial position: tình hình tài chính của công ty
- efficient: successful without wasting money/energy/time
- workload/the period of time/successful/deadline +successful
-
 Module 4
READING
1. What was lenny’s dream job?
- he’s dream job with google
2. How did he find the job?
- he was working in an insurance company in Brussels when he read about a
virtual job fair - a website where candidates can 'meet' recruiters online.
he was bored with my job, so he logged in and looked around: jobs with banks,
insurance companies, and then ... Google
3. What risk did he take?
- Julie asked for my CV. She told me to wait for someone from New York
called Annie to contact me. Well, I didn't want to wait for a call. I did some
research and found Annie's full name and an article she had written. I emailed
her, commented on her article and said I was looking forward to talking to her
* risk: the possibility of something bad happening at some time in the future; a
situation that could be dangerous or have a bad result
*candidates: a person who is trying to be elected or is applying for a job
* recruiters: a person whose job is to find new people to join a company, an
organization, the armed forces, etc.
*collocation:
*Apply(v) - applicant (n) - Shortlist CVs(lọc hồ sơ) ----invite 10 -20 for an
interview ---candidates----offer jobs ----target canditate (ứng cử viên được chọn)

* Target customer:
*To take/draw/get + attention
* get lucky: sự kiện may mắn xảy đến bất ngờ
* khác nhau giữa luck và lucky
* replied + giới từ: (react) to say or write something as an answer to
somebody/something
* passionate:having or showing strong feelings of enthusiasm for something or
belief in something
* headquarters: a place from which an organization or a military operation is
controlled; the people who work there
* creative approach: involving the use of skill and the imagination to produce
something new or a work of art/ approach: way do something
* exhausted: very tired
* brussels:capital city in (trung tâm chính)
* incredibly: extremely
* hesitate (do dự): to be slow to speak or act because you feel uncertain or
nervous
Trắc nghiệm
1 Lenny
a) had family connections
b) started a company
c) just got lucky.
2 Lenny contacted Julie
a) by email
b) by online chat
c) by telephone.
3 Julie told Lenny to
a) email Annie
b) call Annie
c) wait for a call from Annie.
4 Lenny
a) wrote to Annie
b) phoned Annie
c) waited for Annie to phone
D. Đọc bài và điền số thứ tự
1. Annie sent Lenny some questions
2. Lenny thought about the questions
3. Lenny answered Annie's questions
4. Annie phoned Lenny twice
5. Lenny attended an interview in Dublin
6. Lenny attended interviews in California
7. Lenny returned to Brussels
8. Lenny got the job
1 Lenny took his time to answer Annie's questions because
a) they were very difficult
b) he wanted to make a good impression
c) he was passionate about his work.
2 Lenny was sure he was on the short list when he had
a) an interview by phone
b) an interview in Brussels
c) an interview in Dublin.
3 At Google headquarters. Lenny
a) played volleyball
b) had interviews
c) met four or five people. Đoạn 2, dòng 1:
4 Lenny received the job offer
a) in California
b) in New York
c) in Brussels . đoạn 3 (dòng 1)
LISTENING
 Amy Rob Denise
1. How difficult She want a job
is it to get a good with an
job in your internatinal hotel
country at the
moment?
2. What are your Entry level job in
plants for getting a small local hotel
a job
3. Are you Because she was
prepared to promoted to a
work abroad? management
position
4. Are you
prepared to
work abroad?

Rob
1. he was working software company. The company very Boring job with a
cool company
2. He found his Dream job on twitter
3. He started talking about new program on twitter and his’friend was talking
about the company he worked
4. He feel happy because He found ideal employee list after 3 interviews
Denise
1. Denise has graduated from engineering school and she want to find an
intership
2. She had a lot of interview but no luck
3.
 REVIEW AND CHECK MODULE 3+4
MODULE 3
BT1.
1 pur a product (= buy a product) : purchase
2 sh_ _ the goods (= send the goods) : ship
3 manu -a product (= make a product) : manufacturing
4 asse the parts (= put the parts; together) : assemble
5 deli the goods (= take the goods to a place) : delivery
6 distr the goods (= supply the goods from a central place) : distributation
7 pack a product (= put a product in a suitable box) : package
8 a logi--provider (= a transport company) : Logistics
9 sell to the e_ _ us_ _ (= sell to the customer in a shop) : end user
10 integ----the processes (= connect the processes so that they work better):
integrated
11 distribute to the reta s (= send to the places where consumers buy things
from) : retails
12 lab costs (= the money paid to factory workers): labor
BT2.
1 deliver the materials - e) to the factory, ready for use
2 run out of materials - c) if stock is not managed carefully
3 purchase materials - a) from a supplier
4 package the goods - f) and take them to an off-site distribution centre
5 make or assemble the goods - b) on a production line
6 inspect the finished goods - d) and test them using special equipment
BT3:
3-1-5-2-4-6
BT4:
1 Sales this Christmas were disappointing: 10% above/below/next to target.
2 Sales last quarter were good: 10% above/on top of/in front of target.
3 There is no direct flight behind / between/in London and Stuttgart. 4 When
you are doing a presentation, don't stand at/under/in front of the screen.
5 I'll meet you on / in / at the bus stop - please wait for me there.
6 Visitor parking is between / behind / next to the office.