video Before you watch suse the questions wi Jes would you e wer the pac partner. pectin Da ehouses g0 Feontainer, what has probably hay airport warehouse and 2) inks ya, trough work history and cy ise (a What rl 1 Why do employee if boxes are ‘sre all nd what can youd while you watch sas (1-6) below. Then watch the secto 1 atch he ues (a) to sei reasons 0-6) note, check your answers orempleyees and vistors 2 2 sree ceunyeining proganmelers! OM hen the ba Dib equied fr employees 2 sothey ae protected from eter inesinta thst book from gasses hi ttre must be escorted by a 3 so they can go safely | Spproprate employee ' A atheranteamccomnn,, | 4 copoyees and visitors wea sted Secure warehouse fl toccappe bots 5 sotheycanesslybeseen | a visiity thing 6 sotheyare with someone seth, |) people wear hi people fll specficwalkin Bede 2 tere wo etons on Tre ‘Fipmenerand answer the questions re hatte dfeence between skids’ and pallets? 2 Mat containers dos Jon’ company se for sea fight? aoa eaemgemipmentis zed 2) Ht elds nd 2) Tod pallets into orig {What are the two main ways Jon's company correct airline security checks routes ofeontainers and handing eipment and Traci tracks shipments? eps 3 aes on Conn hae eye an nee questions. a ur the steps blowin chronological order, fom 3-7. etapunpackthecago []_openan surance cm [] tkeapicre sviaverigaton [) dcamentany damage) openthedoor = contact the shiping agent (] H +b What dos Jon's company do ithe goods havent been damaged? ¢ apsin bow an insurance dim works using the words below agent ~opena aim ~ party able ~ client ~ money back — damage Natural speech “The neutral'schw ois often the only vowel sound in short unstressed words, making them dificult to hear (Ite also found in most longer words.) Ede 1 watch Tom again and undertine the @) or (3) examples ofthe sca in tne yale words im each extract. 8 Inthe dvribucon centre wee subject thea ad safety law (3) b ._stel toccapped bots to protect from injures from lasbottes,(@) hgh visit things that people can easlybe sen, 2) 4 ont trucks are reversing so there ate no pedestrian areas, fo example (3) 2. witha partner, ake turns practising saying the extracts in 1 using the sha sound After you watch Discuss the questions witha partner. 4 What kind of background checks does your company do before hiring employees? b In your opinion, are health and safety laws too strict? Why / Why not? €¢ Have you ever received badly packed or damaged goods? What caused the p:cblems and how were they resolved? : VIDEO UNITS 05-06nevicw material handling 5 tructions, loading and ng inst as see wre cg oe omerber/ Make sure you leaving your i esaning on /under/ atthe loading bay Senge Alvar 4 met whe je sure you Do not / Don forget load hazardous 6 Mok pe back of / Behind /on tp ofthe trailer, ern ert avo / Always stack heavy cates above /on 7 Newt ent lighter boxes re jal] Never/ Remember not to put drums, ie seve an psa 0D nt 8 19 ue they bedificlto inspect in customs|] 1 cite eoberatopdnie CI Erapianitnyeris 6 er or ck ibe untae ee ena cui se eae Fear yourskerou bead ry ooo0o0od! each 06 Tracking shipments Updating, giving directions 1 Pat the verbs in brackets inthe appropriate tense 8 The ruck —_ just — (arrive) In Rotterdam b We (prepare) the airway bil yesterday. € The ship __ Gal) t 09-30 tomorrow morning 4 Ifthe vessel arives on time, they (unload) the containers this evening. © L__ (tl) in the dangerous goods edlaration at the moment. t They (send) all the paperwork last vec Tes notabselutely certain, but you (ge) the consignment on Tuesday hh Customs cant release the goods until they (receive the commercial invoice, 2 Use the words in the box to complete the directions. after along back come go left on over past round stright take tum until way “You're heading the wrong _. Firs, you need to turn andgo® to the taficlights® leva the ighte and go gio on for about $00 metres you come toa roundabout. © round the roundabout and ® — the second ext. Go straight on! ‘the main road, go 0 eheriverand youll _toa bigsupermarket® the right. Go * the supermarket and the garage ison your just the pedestrian ‘tossing Ie easy. You cant miss ie” Learning outcomes CZ Ian give fading and unloading instructions and warnings to staf and drivers. 1 tan discuss loading and unloading schedules. 1 can rack stipments and update on progress. lean gve directions REVIEW UNITS 05-06 35LEARNING OBJECTIVES Logistics communication skills Asking for reson flops poles lining ease rks probes Geng stipmets epeied eaten ‘Amadkng printout “ext ese hing fr ato and regonding Listening “eleghane omens between fatter and sipping comps angwage Lining wor hese for tang sou problems and das Phrases for rehire “Text ese deal pss rae organ things ane Solving shipping problems aD Pee er Pee eo Delivery problems 1 Work with partner and answer the questions 2 Whysit dificult to gives im delivery date? List some reasons. When delivery is delayed in what situations would youd the alex + Talthe customer the rth bout the problem. «+ Talth customer part ofthe eth, ut not eveything «Finda more acceptable explanation forthe problem. 2. wih our partner eleplay telephone calls in situations where one pain, Cannot dlver ns promise. Stodent Aten pages Stdeat Btu pape 23 Read the order tracing printout below and ans the questions, ‘rer [Deas [Sits TeO0T|Ssoswea [red 920 riya dye bend shaded 27509 |eneea xs eye eo teste crates ny shes every ate because a Maced 3100 |hersboss | pene owing tpn oats 2075 etn tt |eesee rast ansuety es 7-8 vo ey rely thre wasashpwreckthejresenarg aga" Pty ony ses ume goats fannie ey Jeuay sat masher epoca der ez701[fermetves |p sconruet ert cy cared trespplesads 7420 nes |aetas rest otc tates ttt entatn her hace of sre bees hey str) 205 Fence [ananassae {2 Which shipment was attacked by pirates? Wich product not manufactured any more? Which container was not laded onto the ship? 4 Which order wa nt profitable enough? Which shipment was lost tsa? ‘ ® b ‘Which onder i ready to leave the distribution centre? ‘Which ehipanent waiting fo the paperwork tobe complete? Which delivery was almost on time? 4 thelinking words in bold in 3 are used to introduce the cause of something the effect of something, Complete the table by putting the inking words in te correct ategory. ‘Cause forma [Eee fomal) | Efecto) ) cause formal) | hero ‘36 07 SOLVING SHIPPING PROBLEMS ~~Pee Gana ges se Te a eon aver ne ewer re rea witifand wes ot fr tack 1b Werepet oinform you thay : cs “i lng get npn hay or chinese ey Wt et we eon pa ‘ Rec te earner weredamaged MINH North Alan cgrnen 40% of goods 1 Fan Frome hat ny 45 food shipment are subject to 6 With partner, $fother common shipping problems. ‘causes and effects of the mart rock pecblems Discuss the "oat Frequent problems in pone Example: Problem a soak ee temperature — exposure to sum at port, make alist oF on shi deck, resales in Rescheduling deliveries 2 © stienspinend correct the statements, Extract] 2 Customs ar likly to relate the goods today bf shoul take more than two or three day, Extract 2 § The consignee wil dfnitely no get the boxes in ess han 0 days, nt delivery will probably beafected bythe driven? ora Extract 3 © There's a good chance of £ The delivery won't bet Extract 4 & The delivery should take atleast two days, hewill definitely arrive no ater than three pm. 3 With a partner, roleplay telephone conversations to reschedule deliver turns tobe the consignee orth caries Betting the delivery by tomorrow, here by Thursday. Consignee Carrier ‘Ask the carer about deve, Ent i eon | Askfor a new delivery date Give anew delivery date, Say you are wonied about strikes) weather raf / public holidays et. Reasurethe consignee and conf deve. 07 SOLVING SHIPPING PROBLEMS 37 $$ $$\ Shipping problems | 1. witha partner, match the problems (1-8) othe places (-h) the ship hasbeen wrecked 2 atthe tanthipnen 3 the container missed the sang © atthe pot ofeny 4 thertesweredamaged duingtasferto atthe consignee the freight train © intothetrailer ty 5 thedrums were delivered {ofthe & theconsignee has refused to pay customsfees ® at thealrport tem 7 the shipping label has been damaged by at the port ofemban rainwater leaking bata, 8 daliveryhas been refused 2 withyourparter, ics solton tothe situations in 1 Have ou ever, ‘of these problems? What did you do? ” 3 Complete the text messages wih the phrases inthe bos. Pe seta gethacktous HTHAIS! Keepmeponted letusknow tohearingfom yy Meares ome ‘My customers goods re stuck incustomsat Heathrow, they'd like someone 1 go down there and sort things out. Any chance you could help me maitre ees The warehouse i refusing to take delivery: they wang Us to delvr next week Can you contact the customer eo with further instructions) ‘wo drums have leaked acid. appreciate it if you could ask your insurance to cover the damage. Looking forward Due toa handling eror the machine sen route to Bran Could you possibly ‘nds buyer in S, America? Please What you tink 200 PCBs diseppeared ‘uring transhipment, probably stolen. I need Yyou toa right Some more ASAP 4: complet the able by patting the requests in bold inn the corset category inomaldrest | __ieaindcot Fernandes] ‘Grammar tp ‘event wie | cinch same crnaedeal ees oe Sisco 5 ind examples using need and woul inthe text messages in 3. What does the Taywmmemendatvernatwec_ ender want the recive to daa esas 1-3? 3807 SOWING supp PROBLEMS >wage tiP J bon anus abbcition What questi ge abe does each writer pe Es aero action? ‘rier promise to do? Which message does not promise an Find words or expres : para fons in the messages with similar meaningto the 1 noproblem 3 — Contact potential customers 5 by coincidence 2 manage tocomtact 4 ouch id the replies i "eplies in 6 again and answer th setin touch with 6 domybesttohelp Cat peat You need: 2te ‘| situation 3 The problem: You nee 4 The situation 5 The problem: You need: 6 The situation Youdeleed Suter 8 esther bates see pi 1 Adc se ante sme ya ire pari rat sew hen you have Student 8 decison, conf there deny ate with 2 contin necessary You ned a bx of sugars Gelvered to eaand vey urgent ‘Student B has delivered 5,000 lack handbags instead of ed (ou carts tack, ‘isnot fashionable nore) 1A decison send black handbags bce? ho pas? 2A promise delivered handbags asap — hen? "ou ae waiting fora container 1 be delivered Ansar. WS went “Tent B sent container fo you fr shipment tothe USA Dacuments ae ma the ship sailed without the contains | 1 Tre mising doce ASAP 1 (25%) one sip sn 3.48 2A deison-higher pi or same eon | second ship (sails in 2 weeks)?” | Shen ou hve Set doce decison nd payment # PPP vom rev: ley date witha condton nes. 7 your warehouse in Tukey. You Bo deur sore goods Taha der Oa nen it's quicker. could acept delivery tA uPpInG PROBLEMS 39 07 so.vine 5 1| LEARNING OBJECTIVES | Lois commun aton sts Naga dein oles | rendne Ang it demastt damage spent Tepes omen set opin ieseee Voce fr desing mage 0 = Pot pipe ace ‘etary rire is wena, sping ‘sing nd proms 0 aoe 40. 08 nanoUNG COMPLAINTS —- Teun bt ord pee Berner ead. been eer a fod weneeeenet itt a Complaining rk witha partner Practise complaining and dealing with complains Lene peat 5 2 with our partner, dss what srt of complaints casters Os often ay about your goods or services. Damaged goods 1. Lookat the packing list and answer the questions. 2 What isthe name af the shipper? Whois the consignee? When il the goods be shipped? 4 What sort of gods are beng shipped? BRISTOLCrystal ee ae Phone: +44 117 649 832 fein eee eee See Fading ist [Ship to: From: [Ship date: 05/09/17 esamea [essa Supa bno gst — log ean nates [Sema Ee tonsa — [oa Sea — lo Somers ‘Quantity/Quantity|Product |Description ‘Unit [Total [Total Ser Sipe ashe a SE | 50 50 [CD 220 [19 cm glass candlestick! 600 o| 30 ke 0.19) [2a [a4 [a 588 [28 em giasscarafe | 24a] 48a] o>} fis fara lente as — [woods — 224 16 [6 [vA 789 _ [33 cm glass vase 2Bkg) 448 ke 0.12) 2 @ 19 Zola Contee of Hendricks Import calls Bristol Crystal to complain about the shipment. Listen tothe conversation and answer the questions 2 Whatisthe problem withthe shipment? 1b What solution does Paul Walker propose? 3 @ stem pun and noe the problem with the diferent items on the pking ie Congas your tote ts pare4 Paul Watker sed diy Conte Com rn esreogy « me i een ce meth tha *Pologies — ayful is " tory understand ‘Apologizing = Tm sorryto ree, ~thae ea once Empathining = ify Ob not Tags MYO E not happy about ie ta = Orme tthe, ee = 5 Weoften use the — Sorel Hectives we rsitrped wena | [hoe wma | h emit | | — coated | day — [A spilled/epe / | J 8 Work witha pare Take trstodeeibe the sort gods packed and the types of damage hat cnc to hoa you ship, how they are rear eae ae ne to eerieInsurance claims 1 @ 20 Paul Walker (from Bristol Crystal) calls his forwarder to discuss th damaged shipment. Listen to the conversation and ‘answer the questions. > ‘ 2 Amy used different express in the correct order to make some of the expressions 2 you/I/assure/can / that Does Pat know Amy Brooks? How daes Paul describe the goods when they left the warehouse? ow were the goods shipped to Cape Town? Who does Paul not want to involve? ‘Whats Amy going todo? sto reassure Paul and promise action. Put the wong Reassuring Promising action fe tell/do/ what /you /111/ 11 = Sop aig ll bb sure/Tm/it/that/wont/t0/come Tel BI ecg tao © count /You/me/an/on —___ ee Mourme canton gah P/ha d) Mr/worry / Walker / Don't ee : 7 fh shipping /the /in/ get /T1/ tog ——_———_— tne with hy 3: zocisten again and check your answers. Can youadd any oer expression 4. Work with a partner: Practise reas ‘page 48, Student B: turn to page 52 jing and promising ation. Student A: tury yy ead the email and decide ifthe statements are true (7) or false (F) Correct the 5 falee statements. ‘2 Zola wil receive replacement goods next week TF BTheshipmene i covered bythe consigne's insurance, T/ F ¢ Paul wll deal withthe insurance claim ve paul arrange foran insurance surveyors report, T/ Paul doesn't know the surveyor's address VE Language tip ‘he abbreviation “CI = Cariage Insurance Paid (common incor forsea righ) 2 OB HANDLING COMPLAINTS From: paul,walker@bristolerystal.uk ‘To: zcotteeBendtcksinpart.com Subject: Damaged shipment Hizola, ‘hat to update yu on the damaged shipment, we dspached replacement ems by Bene Petning so you shoud have them by the end othe woek ‘pats te frst ine youve had a problem with one of ur siemens, IMough Rode eee ty roexplan te cans process. The goods were sipped CP" $0 He, Pe mnsurance. However, you need to doa couple o things you end so Herre can pracess te csim wih our forwarder and insurance Compa: <0 could you (1) make sure that you Keep al the damaged goods ard packaging as eco re arange for an insurance surveyors report. send you deals o the eee co cota a soon as ve confirmed th wth the surance Coma. I hope everthing’ cer and look forward to receiving he raprt in due course Best wishes, aut WakerThe bil of adiog numba ‘The damaged "90 concems X pa Te amount bang cimedig at Oe ton ot Pease contact me agai it you need ook forward to er eee eee Srriyy rey Cocoa CC Era Pee Situation 1: Youimpot and sel esesin The Netherlands You have jst ceed a shipment (of 30,000 roses, shipped by sea in acantainer from your supplier in Cape avn, South ic. 20,000 roses have wited and mst be thown away, Yu can sete remairing 10,000. is Mothers’ Dayin a wee’ time so you ned replacements gently all your supper Cape Tow and complain, Situation 2: You ate aright forwarder in Singapore You organized te stigmet of ‘panda from China to Belin Zo0 to days go. The shipper als you to complain. You Suddenly realize that a veterinary ceriate Ising from the shipment. Deal with you ‘ustomer’s complain, Freight. Use the the expressions below to ne Situation 3: You poduce eect mets in Mn, ay Yu mae equa shipments 0 your subsidy in Argentina You hae just had a cal om your ‘genta ofcet say that wo pals gods (out of fou) have been damaged in vans. The pallets were stated two tgh andthe boxes on he boston pale were cushed Tiss ot the fis ie this has happened, Cl our eight oar and complain, Situation 4: You wrk for Gevman vanspn company Yu often cary tozen vera foods for 3 customer based in Mau, tthe moment yOu have a problem witha tckin he cat ol Spa ‘Te trck has ake down You cold ty epi itch wl take two day) you cou senda replacement truck one day) to pick u the goods Deal wth you custome’ complaint OB HANDLING comLaINTS 43video Before you watch | a witha partner om piscuss the question ke complains to suppli ch ia What are the most com bb Doyoue ¢ Have youever had 0 while you watch datch the section on How ship tc ne en ain reasons rai eight delays? entsare delayed ad anower he gen, a Whatare 8 Which other reasons for delay does Jon identify? Pi i happens when a shipment is delayed an co fee 2, wath te scion om What here ir re eee stomer if shipment before contacting 2c PED dle ‘Tom's company wats rm slaion he talks about ie giving the customer a different delivery ing € Canis often et the delivery tacking team know i there a delay P ae Javs ary bout damaged shipment vith he at form of Ged 3 Complete Jans sy anaged pets and check our ange, the bor: Ten watch the section on examine have order organize repackage “There was atime we _tocomplain about a damaged shipment, twa, curse, it®—_—_onbealfof cnt they'd 3 Pati of fue rum tnd he nto reared anda hain” eye 4 wore he tat wo sections on Dean complin and Ieuan 0d ayy, the queso 1 osonpuy recive scm od hey det wht hp 3 than entre the corr anager? € Wha ithe most omen anf map? 4 Wha eye of deeds Jon speak sa? arrive be Natural speech - ‘get’ je 1 tomar speech, atv speaker often ut expressions with ge instead fw verbs tha ar easier to understand Watch the whole video again. How many times the speakers use get? 2 whatdo the expressions with ge’ mean nthe folowing extract rom the vides? Match the verb inthe box with the correct meaning. ask contact deliver have is receive 4 You ned to get package to an ane b You could get a delay © We will get in touch wit the customer 4 Freight gets damaged along the way. €@ We ould get them to open up an investigation. = 4 Sometimes, we get complaints. After you watch ‘Work with a partner. Take turns to tella story about a damaged shipment or an Insurance claim. Use the past tense and try to use ‘got sometimes to make your story ‘more natural. Fllow the steps below. 1 What happened?” 3 What did youdo next? 2 Why didithappen? 4 What was the end result? 4 veo unis 07-08 =yin€ shipping oblems, requesting Pysponding as infra direct (0) sit of «tearing ror you vf an you get back 0 us ecaus + could you possibly ae ed apprediate it if you could oe THEYS ha’ why + Keepme posted unforeseen circumstances, the as been delayed + piper cro agree 103 new delivery ine li sere tember? gent release the product costo anges in safety regulations, an — fd out what new documents ea — St eames from Indonesi; The Pete ca time is so long, Do = pret look for an alternative sou ew Year bere, __no 1 iN Net week hay for yo0? ships ti big backlog here te Would you ike eo ar Boge ofthe order? Looking forward pad ee are ays son shes. — oda very date? witha we ee ie to a message in 1. 2m pose ge eae slongasit’s not too expensive, Let me 1 Alene pean a en /dey/ Ce esos oars en serie next month s/he fed 4 rank get on/ ight he Res pee poiarin n/a ye {The delays are only in the US; your order faom Germany affected /be /is/to/ unlikely unless industrial action spreads to Europe. below with the words and wer once again, § Uallyunderstand ym trees tohesr that © Myepologieg TCs 1 tft wereinyour ‘HOt not happy Position about it sorry, : Sa eeape 2 Tmsureitwonte Hoa ge ee aa arene 1 Mischa Ne 3 Match the concerns withthe eles in2 1 Thisisextremely urgent, Mebane 2 tmeoncened hat weve ontime 3 Tao vant our our legal department involved 4 What does the inane coverus free pp 5 So, whats our plan of scons 2 6 So.iethatafiem promis tt the goods Learning outcomes ' can expan shipping prablems, Ty ‘ean ask for and respond to requests for action. C1 Team apologize and empatie, ]_ ean reassure and promise ation REVIEW UNITS 07-08 4846 Additional material Unit 01: Showing visitors round Student A 1 Dictate these aro sky. WMS. UFO BO! 2. Check that your partner knows what they mean Give ues if necessary SKU ~ Stock Keeping Unit; WMS - Warehouse Managemen pte IFO Last Fist OW BOL ill Of Lading; IT Information Technology A Botiated Tine of Arrival FTL~ Fall Trailer Load {COO ~Certfate OF Origin mys to your partners iT TA FTL 13 Write down the acronyms your partner dictates. 4 Tellyour partner what they mean. Ask for cues if necessary. Unit 02: Problems and solutions ee ders at Red Star Trading. You are in charge of taking o ‘ead the ates price list carefully its now May ~ which products cannot be delivered in time forthe Olympic Bivnes in July? Take your ustomer’s order and complete the onde form. When you have ished, ask your ‘eustomer to senda purchase order, Red Star Trading - May price list Tm eda Predict [Son —*[Ut—| ino [ct ad son ie jeer tine Tow — wen [S300 ptt |oaseck3 ‘ovis Bn” | mans 6 [ova ew |aek (ORT ase t 200 on arse noe [ip omer aa) 50 Yew sms [ewer lee ‘0 ie —— Wer are] Jott | nk [dem | ow on aves | | ree iat 03a |STH00 acl fo Const nase owe | Ta eet 5°0a5 BOO Yaco0 [moat |eianoe. to" (ras {os 3 otk i ag ror ecD | iea |19 428782000] aio 3 wee lax | | ' (ens |p 9 ‘0 fa nia | 00 amie |etaaxaT [OOD [BocotTO | Om ak, Jie [em Sma ears |SvaSixa7 | GD bare 20 ‘sser2 |avace em esse a |e ‘Shipping coss: $80 per ale, $10 per bor ADDITIONAL MATERIAL —— Treat] 8 bearer Unit 04: Warehouse Meetings With your partner, old conversations abou the, warehouse problems using the flow chart beloy, fo tumsto be Aand Band use the expressions feg'tt Ofer making nd tespondingto recommending suggestions. and ‘Temperatures in the warehouse 1m Long, sini product numbers 18 Stock inthe wrong place It Picking the wrong quantity 1m Items frequently ordered together 1m Accidents and injuries Student A Student Describe the problem. ae SUREES Alto, Question the suggestion. Suggest anothey ces glib suggestions. Unit 05: Time Student A 1 Read these times to your partner. six forty-five am; midnight; twenty-five to twelve; quite tosix; twenty-four hours aday, seven days awe, twenty-five past six; ive thirty am 2 Circle the times your partner tells you, 05.30 05.45 06.25 06.45 0650 06.55 0700 07.45 1135 1140 1200 17.00 19.30 2030 0000 2477an dling equipment a per Pett oi deat instruconson ee ech item here Pu ea 500 Lof ove oi + ton of and 20 oP ast bone shoe + 0} nef cement 102x1 mmirors geste : sof reeotpasta ons of + 500 of mayonnaise ing nd YO PT? ood ings 210 chit the come sane ’ on, weer 29 following your partner's the ion . wr iving directions 08: othe map. You need opto oi ty in B). AS orden, b i premises at Point D on the map, rections to YOU! elivery problems 2Ghe nit 07 tt comely legen pc FE er reek eine ysareotaiesiran (eg u ‘reskdown/a work emergency/a mistake about the time) reget a slong take ataxia for outs See room 2 thesizport hte sure 2 You ae wating for Stden Bio end you epoca ete Tine i yd see the ever a porta eset yo prone | Party because you diet call from yous 10 ae at the erty © Glsuden bor snaction pla et mabe phone and decide on Unit 08: co, Mplainin, Student a s ork for a delivery company. Student m zou conplin. Deadewhas ye, sation, ‘Stution 4:You workin shoe shop Student Bian Pak ustomer. Del with ther compat Yow sre he ods orisuea wucher ott Unit 08: Damaged goods agi ow carbo o practi compining about and Aesetbiog damaged ood aclopingandempaticng Consignee Callthe shipper and say theresa problem Shipper Epo andor wae tain abs © ‘quantities, ‘Ask for more detail Explain sbout damage to goods/packaging. Noe damage and spoogie. Accept apology. Explain action you can take Cconimaction, Empathie/aplogae ~y co \ i co \ oc ~“ ain Say goa. Endeall ADDONAL MATERIAL ATVas Unit 08: Insurance claims Student A Roleplay the situations with Student B. Situation 1; You are Student B's boss. You have asked Student B fora report several times. The deadline was yesterday, Atk Student B for the report again Situation 2; You supply photocopying paper to St B You forgot to dispatch a delivery two days ago, Student Balls you to asefor an explanation. Reasure Your customer and promise ato Situation 3; You asked StadentB fora quotation for shipping some machines to Ital. You asked last Friday and you've had ne reply. The shipment i urgent. Call Student 8 and ask what's happening Situation 4: You told your collegue Student B that you could help them translate their CV nto English, Youre ‘very busy today and tomorrow but you could help therm after that. Speak to your colleague reassure them and promise action tudent Unit 02: Taking an order customer Sale assistant Seer aN “Ask for the Een oe customer's details, ‘Ack fot information about the product and price. a ‘Ask about delivery. a offer hep ‘Askabout a dicount, “~~ Windle ‘Ask about quantity. a Ofer help Decide the next step. with payment Contin the nxt step, Unit 01: Showing visitors round Student B 1 Write down the acronyms your partner dictates to you. 2 Tellyour partner what they mean, Ask for clues if necessary. 3 Dictate these acronyms to your partner. REID HGV FIFO SOP AWB JIT OEM TEU 4 Check that your partner knows what they mean. Give clues if necessary. RFID ~ Radio Frequency Identification; HGV - Heavy Goods Vehicle; FIFO - First In, Fist Out; SOP - Standard Operating Procedure; AWB ~ Air Waybil, JIT ~Just In ‘Time; OEM - Original Equipment Manufacturer; TEU ~Twenty-foot Equivalent Unit [ADDITIONAL MATERIAL Unit 02: Delivery dates student B 1 Answer Student A's questions, 2 AsksStudent A the following questo, ‘more of your own. ™ 1m When di youoin the company ‘When do you discuss your object manager? What time does you ofc lase> When do people in your company hay, When is your next business trip “ey, Ny, rf ‘When is your busiest period at wonk2 ‘When do you do your best work? When s the best ime to contact your, Unit 02: Problems and : solutions Student B 1 ouaretn charg purchasing ferret Read ei information, then call Student Ato ply a “Yovuepeputnge mca Simp Ces Sooke soe indo ping nda 1 Ghooreth one thnk st need to check product availabilty as yoy, 8 Y% yy and price list are out of date. talons fied Stu Taig and pce your delvry ate os son spss te Paign for pt, budget of af 2.00, the Olympics rein July. Your customer 2 0692457, number jg Red Star Trading — January pico tem code [Product | Size i estan DW aN inc Jaa | 6 ‘WF JK4972/ | Water wire cee [ee ara as — ae scenes |r ea A L0H [Paes BBUTOTERTTAY SND pay, me. |cottee| lan 60 Jee stash — Sa [ose Jewtese | 2 Work with your partner and write 2 PO. forthe ‘goods ordered by telephone in 1. Use the purchase order on page 10 as a model,Stirs Relonce Consigee F006, aaa Yachta Vata a Stent pe: cra NON MOOASTNE, RADIOACTIVE a ‘DANGEROUS GOODS i Serb ak Oa satya a oO roe ea = 9 shou NSPORT OEMS enismetitpasea | ET fei st [mcone : en ee cero] ct th ars ned Foal NATURE 0 ouaNTTor pn hmetossecapale lV meg oe cs eietitedien: goo | ae fewer DAVRBRBWARBAWAVARBABAT Addons Hanging craton Dunerove odo per atch ppb Darsion ae erie mba unit 08: Insurance claims student B oath lowigstntions. Tae ano make sh ample rey: You gro versa Sut A, Two weks Sie exported 30,00 ose toa regular customer 40, Patherlands. You shipped the roses by seaina ine contaled eter Your easton clea to Preah stipe Shipping rnb shes et bya bt the tier mene 1 A A our stom comple. Yo shipped a panda from Chinato Ben ‘oan usage Youve fsa cl othe 10 etn to warn you tat the panda is being held by ‘fence itp, ed eel of food fr tre day so you ned eo wget, fe forwarder and complain. Secon: Yuarea eight forwarder. You often sat pment of eltrcy meters fran tan ein Ma, Yo sometimes stack the pallets cu tsavespucein the container Del with our ‘Brome’ complain Siuton & Youproduce rote, oneal foodsin in pi ern oe pad all nd vias oa supermarbs Can Germany You have ea chiaes eis ts oem seatmays waclingoption nd dacnered thatthe ap lee Spin Cal your transport company and ek Unit 04: Dunson Auto Parts Student B 1 You represent the workforce Yu fee strongly that rachne are notthe anowert Danson bens ey can never replace the experience and knowledge ‘thatthe warehouse staf have. You are also worried ‘that people will lose their jobs if warehouse processes are automated. Hold a meeting with Stadent Ato discuss the agenda in 2on page 23, 2 Using the table on page 22 asa model, write action ‘minutes forthe meeting you have just held. Unit 05: Time Student B 1 Circle the times your partner tells you, 05.30 0545 0625 06.45 0650 0655 07.00 0745 1135 11.40 12.00 17.00 1930 2030 00.00 2477 2 Read these times to your partner. ‘seven thirty pm five to seven: five pm sb ity am all ast eight; noon; seven odock; twenty to twelve ADDITIONAL MATERIAL 49 eelUnit 05: Handling equipment Student B 1 You are going to load your partner's goods into the Container. Marl exc item in the correct space the diagram on page 29 following your partners instructions 2 Now your partner i going t pa ode into the container. Give lar inst Fw to pack and where to put each tem washing machine ykand load your ructions on + 3mmountainbikes 1 pz00cartonsofrice + 150kgof cookies + Lon ofsalt «+440 allonsof + 1,600 cans of soup antifreeze + 1,200 roses + 2automobile exhaust systems 40 boxes of Ad paper + ing situations 1 Tton of peanuts 500 of barbecue sauce Unit 05: Handi Student B ‘Situation 1: Youare new nthe warehouse: you have just unloaded 14 pallets fom a trailer and now you need more instructions Student As your manager; make sure sou understand exactly where to put each item and what equipment to use. Situation 2: You are a supervisor ina food warehouse You would lke Student a, who is ne, to pick, packand palletize an order for 200 cream cakes, $0 cans of soup, 400 litres of live ol, 160 packets of biscuits and 10 kg of strawberries, Give them clear instructions. Situation 3; You area truck driver. You have heard there are some changes to your schedule fr tomorrow. Ask Student A for more details 0530-07:30|oading 14:15 15:15 rest period 07:45 eave warehouse 17:45 ave Calls (0040 arrive Dover 18:30 depart Calis 10:05 depart Dover 19:50 ave Dover 115 ave Calas 2:45 ave warehouse 14:8 anive Busses {0 ADDITIONAL MATERIAL ~— unit 06: Giving directions \ student B 1 Give directions to you premises t Pong oa 2 You ate at Point Con the map. You need to, toyour parte prises Pin DAs or Unit 07: Delivery problems Student B Sane mas and you think Student A has forgotten you, Bb! slcasaetmumtieyesa an action plan, a sana eeeere et rade ea eer party lastnight and ae to tied to write anything ete en ecee oe family problem/a misunderstanding). _ ance omceees aa “argauamcenee cy Saliereene ae = slidervr ipping problems 07: Shippin: uit o gent B to Student A for situations 2,4 se ee ve amessage rom Stent A we her Foe and 5 write an appropriate reply ee nd pods tom Sethe Seer Bader h wir yoo dress oxat moveable ee aaigarneeoki ee ara, hi lien Basen rst dia, \rdisreepreatrreeey| ae Fart hel 5 0 st anny eet oehap erm eS mene) Mn ha omen Rael een cect haeetn Giptites ects nena eae eet eae eer See con a Say 6 the forshipment tothe USA Itisalready very a ranean eee ai en Ae oan adie ta ee cin tie eg va the addres frm ee ron adi 2 2 io Srey dae wth condo a unit 08: Complaining it B oar or deal with complaints in these situations. Sac cielo ita? ‘Sitmation Myth a complaint. You can't solve the problem ‘8 eal reasons: the signal is weak because the ae eee cae at ence che peton shold be beter see Se ec es ee Sa eae Se are caeren at ae eee emia es asia ae shoes |: ‘kand ruetoucsiy ee tks daha tole coy cal Sree Unit 08: Insurance Student B Roleplay the situations wi Situation 1: Student, Youforarepr see dine was eter "assure your boss and promise action, . Situation 2: You ae St lent As customer You were Pint dlver of pape forthe pts of copes tomes Paneth endothe sterner ee ‘what's happening. Po Situation 3: You a Student Aa quota Claims ith Student A Ais yourbon Sen ral times. The dea ore aed re a freight forwarder. You promised : seme machines a but you've been very busy with other rot aa Student cal res them and pose em fiasion 4 Youcolege Stade Atl yxy ed 8 Stead on ty {eeyeu aml yur int Engh Yorwan oa forantherjob nd ned the tantton gee to your colleague ° Unit 03: Scheduling delivery Student B 1 tis 6th June. You are freight forwarder. You receive telephone enquires a bout three consignments. Asle ine the exact nature of ‘auch language from Unit 03 as possible to give advice on packing and any other shipping conditions Invene ‘any details you need to. Conditions of carriage Machinery ~ packed on pallets (120 x 100 em or in erizs with ented Sosans 20° Perishables need to be hapa 7" maximum, Live animals ~ export coos and hala, cerioate route 2 tis 6th june. You want to ship the consignments below. Have three telephone conversations with your freight forwarder to decide on the best form of shipment. Try to use as much language from Unit 03 as possible. Invent any details you need to, © 2:5 tonnes of Wels lamb from Swansea, Wales to ‘Toulouse, France, total value €8,250, to ative by 120th June, packed in plastic bags in SO boxes, bax ‘dimensions 195 x H60 x WAS cm, 200 airwheels fom Shenzhen, China to Munich, Germany, total value €100,000 to arrive by 3rd uly, packed weight per airwheel 15 kg, overall dimensions perbor LAS x H0 x WAS cm, 18S electric generators from Bremen, Germany to S20 Paulo, Braz total value €8,600, to arrive by 2nd July, weight 49 each, overall dimensions ofeach enerator 6S x HA4.5 x WAS cm, ADDITIONAL MATERIAL 51Answer key Unit 1 Visiting the warehouse Unit 3 Scheduling delivery ods Unit 4 Picking, Packing andpes 30 Me poet et oe peeve st ee Beier ¢ Semcon = co ae oh en 2 cma vt aealentiens: OG SCHEDULING oat ulin yo eon aa om “6 ee erect eee eter TnBouin arn a angus i ct Fae arco pire s 5 62 ustewne seers x e Lusrenne sents 63