Business FT Publishing GSEPearson Eduction Limited KAO Th KAO Pak, Haro FSs0uCNI7SNA,Engand ng Asoc Conrpaniesthvcugrout theweré ‘ona parton comvbusbteparter ‘oPeason Education Lined 2028 Aight reserved no part hi pubicauon nay De ceproduced soe atetnevasjtem ox taremid ‘any frm orbyany reas eletrenc mecnanicl photocopying recaeing eratherus ntheu te poe ‘ween prmion a he Pubes, Fisepusehod 2018 'sau:$70-1- 202491119 sec suringame Pic ‘rte slovak Mecgea Acimowtedgements ‘The Fublshers nul eto tharkallthe teachers and stidensrour te werd wh ortoutedtothe evelopneno Business Pare, epecay the eahers onthe Guiness ater Tater Adora. \eonta Caspers Jefn uplee Manna ela Carag Anako Maat Nerja de Sea na St rol Deans Th Sok Tah Chszne Tracey: ma vince ‘We regrattulto he long flor prmiiontepredicecopyeght materi: ee ‘tract on page 2 fem Creating vigue valeiste nsec of sire ttepy tp asa co usinesy end eaing-ungue values the essence of busines-stteyy Reprod by i person fst comm image rox Getylnages Antes ‘Aether kvages Pearson duction very fort fas ben nado tice he coi lders an weapbagseln advance er any unten ‘onions Wewould be pessed tinsr the aporprate adnondeegerer mary Soseqe eon OS aston >> Go to MyEnglishLab.com and log in with your coursebook access code to find the audio resources for this workbook.Businesspersonas ‘Vocabulary ‘vareerabie ste Grammar ‘eco and suggestions Reading “Thetun is ver workstatérow Functionaltanguage sting cuestionstobuldrapport Pareipating ina smple conversation iting a ein a ae] Pronunciation 11 Word sts pae 12Voieorge Voeabulary Sects andindusies oo Grammar | PastSimple and Past Continuous Listening = Windfarms Functionllanguage reemng an ceeingwithinerapons Lezung avocensimesage tng | sale -Acten pons Pronuncai 228m campouninvre 235s pvases fortum ating Vocabulary — Managing projects Grammar omparatives ard superiatwes Reading rossail rsses Landon Functional language siving and responding orstrucions standing yourground i Asking foraré giving upéetes ‘Writing Interna email equesting aproject update Pronunciation 3.1 Suessin dived words 3.2Vleak formsincomparaives fas ‘Global markets: jective and noun collocations ruses Slobal markers word batting Grammar Present ane pastpasive Ustening ‘famous oe brane Functional language chenging the subject ane staying ontrack Reaching agreement Writing Lester eonfiming an order Pronunciation 43 Pronunciation of esencings ‘44 Consonant-vows! inking beeen wordsTEEN Vocabulary Techrolegicat innovation Describing innovative products Grammar resent Pesce withjust. lead yer Listening Product esters Functional language Asking opan anc cosed questions Describing features and benefits ‘Writing Product review: ‘Pronunciation: 5.1 Numbers of syllables in vrord's ee DCE a ee aa Tig osetia SERSTTERGEEM tquneyscssaconceee ane ‘Writing — Instructions and warnings 6.2 Phasing ane pausing 64 Sess in phases Ci ee Vocabulary Collections and word building Depercent postions Grammar Vero: f0+ vive sing Reading Treczomersnetatnayskrg Funetionallanguage fespodingtocusone-coners Ovscesing and presecing ideas wing feral ‘tank ya eter Pronunciation 72 unstessed lables tthe enc of 2 sentence 7A etroducing atopic Vocabulary Digital communication “Grammar Fist and second condionl Listening Communications skills podcast Fanctionallanguage closingadest Taling about prions weting Shor report Pronunciation 62 Condtenalcenenees A conrationnspea ET1> Career choices Vocabulary Transferable skills L Complete these comments by interviewers using the words and phrases in the box. candoattitude communications&lls citicalthinking determination integrity set goals teamplayer think outside the box 1 His ideas were creative and realy innovative so he can obviously 2 | Uked the way se worked with the other candidates so shes clearly ats) 3 Hehas excellent The presentation was first classand he answered the questions really cleary. 4 She used brilliantly. thought she evaluated the three options in the case study carefully before deciding which one to choose. 5 Shehasalotof____. hiss the third time she's applied fora position in Marketing so she hasn’tstopped trying, 6 like the way she has monthly objectives for herself which shows she can 7 don’t think he will complain about work. He seems prepared to try anything. He has areal 8 Theyall seemed to have They answered the interview questions ‘on attitudes towards work very well 2 choose the correct option in italics. 1 Our consultants need to be confident / independent because they often have to workatone. 2. Mymanager's really ambitious / passionate about customer service 3. Inaninterview you need to show adaptability /confidence in your abilities. 4 After four years in the job her motivation / passion was quite low and she started to look for a new one, 5 Our budgets are not high so we need to be very resourceful / ambitious when planning travel 6 Weget lots ofciferentprojectsin our company so staffhave to show great adaptability / authenticity. 3 Complete the sentences using the correct word ending. 1. Juan can deal with most people and al the managers trust him heis very depend 2 Things change so often in our industry. We have to be very flex__ 3 Anna really enjoys working on her own from home, She shows great independ_ 4 Henri loves his job and is really een. it’s good to see such enthus_ 5 My manager is always really hon___with me, He always tells me what he think. 6 Maria wants to become a manager in the next two years she has.a lot of amb__. r>4¢Grammar Advice and suggestions ‘1. complete the table using the problems and advice/suggestions in the box. How aboutlooking foranew one? I dont find myjab very challenging, Fvegot too many online connections. _—ittakes me two hours to get to work, Why don't you go travelling untilthen? You ought to go ona course. You should try thinking abaut something completely different. lem ‘Advice/Suggestion My computer skills are not very good, Whiy not try speaking to your ‘ manager? 3 | Ireally dow’tearn enough in my present job 4 ‘You shouldnt accept everybody. 5 |My new job startsin three months. You could apply fora transfer to ‘ ‘nother branch. 7. | tgetso nervous before interviews. 2 Match 1-7 with a-g to complete the sentences. 1 Why dor’t you keep your profile updated. 2. Hom about asking b contacting a recruitment agency? 3. You should always c getabetter photo for your online profile? 4 Youcould do 4. putfalse information on your profit. 5 You shouldn't to rewrite your introduction. 6 Why nottry F people to endorse your profile? 7 Youought 9 some online courses te improve your CY. 3 Put the dialogue in the correct order (1-8). Two lines have been done for you, a How’sitgoing? 1 bb Why dor't you apply for a working visa for Australia or New Zealand? __ [haven't got enough money. Those courses are expensive. | tried that but no luck. They sid I need to improve my English, Not too bad but Im stiltooking fora jd, _ That's good idea. | could get ajob and team English atthesamettime, _8. You could go on an intensive course How about contacting a recruitment agency? __The fun is over Work starts now _ 0 > Alotof people askine about the difarence between stucying you get ajobinaroneustomer facing postion, yout need to and working fulltime, Well lt me tlyouit is very diferent, be ablato workindependenty. You might be inputting data or When you're studying, you set your goals and do encugh studying preparing reports. Both ofthese tasks are necessary for your to achieve them, Usuelly you lke the subject, somast tasks are employer but might soom rather dull to you. Nevertheless, you! interesting. Once you start working though, someone else is need to be both reliable and a problem solver, while finding the managing you, setting your goals and making sure you achieve __mosteefcient ways of doing them, Nobody said that work wes them. And, ifyou do, you can be sure theyll meke them more always exciting? diffeult the next month! ‘And for those greduates who are stl looking fer ajob, remember Another important difference is that when you start work you that youare competing with alot of people every time you apply often have no one below you, Even fyou are the bestinyour —__‘fera poston, youneed to mae sure your online profile is upto: class, graduating cum laude in your subject, you probably date and makes you stand out from the crowd**. Why not ery doing, have tie practical exparience in tne workplace, so you start at some onlna courses to improve your skis set and to ge yourself ‘the bottom. And some of the tasks youhave to do will bevery something ciferent ro offer? You should always remember to be boring, 0 i's important you can mativate yourself. In sales, for flexible. The od you're offerad might not be exactly what youre ‘example, they will often ask you to call old customers, Youll need lockingfor but its only the first stepon along roac. determination, becouse you might cal many of them without aa ea -getting any interest, but you still have to be friendly and poit. You feish a unversty degree ard ae aven ofa praise fr special | know this doesrit sound great but with a can-do attitude you oo ‘at fy iat aks ogres * sano fo he owe be rlced besa youre beter ‘L Read the blogpost and decide if these statements are true (1), false (F) or doesn’t say (05). 1 Youset your awn goals when you're studying and when you start working, _ 2 Thebest graduates might manage people in their firstjob. = 3 Subject knowledge is important in sates, = 4 Graduates in non-customer facing jobs need to be good at solving problems. _ 5. Candidates with much better online profiles usually get the jobs they apply for. 6 Gratuates locking for work should consider adkitional studying. _ 2 Read the blogpost again and complete the sentences using the words and Phrases in the box. atthebottam can-do attitude determined harder sets the goals stand out 1 One main difference between studying and working is that at work another person - 2. fyouachieve your goals, the next ones will be 3. Graduates probably have to begin their career 4 Youncedtabe ifthe task takes alot of time andis boring, 5 An) is useful iFyou want to make progress 6 Thewrter thinks you need to rom other candidate fora job 3 whatis the best description of the blogpost? a honest —b unrealistic positiveFunctional Asking questions to build rapport | language ‘1 Put the words in the correct order to make follow-up questions. 2: hear you speak fluent English, Where di you learn it? BB: My parents worked in the UK. We lived ina town called Abingdon.” > Ge you / do enow) Aes, do actully. studied near therefor two yeas atthe European School B: Really? Me too.2 ____?{in/ Abingdon / how / for / tong / were / you) A: Three years From 2012 to 2014.> (stay long “haw Fyou ie) B: From 2008 t0 2012, My mother worked in Oxford ‘Az My father worked there, t00.* ?llive / exactly /vmhere /you/ did) B: We lived in a small village called Burcot. Then we moved to London, As That's interesting. (there /do /what/ you! did) B: | went to university Did you tke England? 2 sit / which / you places cid) ‘Az London, Bath and parts of Scotland. Br? (le what / about J you / did / tke) ‘A: |loved everything ~ the green hills, che grand buildings and all my friends! Br Me, too, I miss it now! Networking at a careers event 2 Which of these answers is not an appropriate response? 2. Starting a conversation: Sorry, could just ask you a feww questions about your company?” ‘2 Sure, go ahead. b Oh, really? Yes, of course. 2 Showing interest: After college, | went to Salamanca to study Economics.” a That’sinteresting. b ub-huh. ¢ Here's my card. 3 Closing a conversation: Enjoy the rest of the event a Ireallyappreciateyour —b That soundsexciting._¢ It'sbeen nicetalking o you. tie, thank you 3 Complete the conversations using the words in the box. appreciate call detail exciting explain minute questions 1 A: Canttatkto youfora 2 4 Az fdlike to askyoua few B: Ofcourse, how can help? 3: Sure. Go ahead. 2 A: Thank you for your time. really 5 A: Doyouhaves few minutes to it, your new service? B: Thank yoit too. It was a pleasure B: Absolutely talking to you. 6 A: Weneed to discuss the reportin 3A: Fvegot somegreat news about more oursales! : We do. Could I cive you ain) : Have you? That sounds. this afternoon? eeWriting Emails - Introducing yourself im ‘La Read the two emails. Which is less formal? To: _ Sales consultants From: Harry Kaufmann Subjec Heliot 2 2s the new Social Macia Communications Manager. Botore {joined this company, | wes working ina simiiar position for a German company. | have always wanted to work in Australia, so am delighted to have this opportunity. »__ to contact me by email or phone if you have any questions. meeting you alin person over the next few weeks, Harry Kaufmann To: Marketing team From: Emily Jones Subject: Morning! Hi everyone, a | want to introduce myself to you. Ive just sterted work here to do maternity cover for Sally Jackson for the next six montns. ll bo working ‘mainly on social media projects ”____ receptionist betore, so | am really excited about the change. © over lunch today. Or call me or message me if you went to meet up for coffe. Emily B_ Read the emails again and complete them using the phrases in the box. Bestwishes Dear Iverymuch tookforwerdto |wasa Iwouldlike tointroduce myself tm Emily Jonesand Pleasefeelfree Kindregards Perhaps we can meet up 2 Brite a short email of about 80 words introducing yourself to your new classmates or colleagues. + Decide whether to write a format or informal ema Begin and end appropriately. + Introduce yourselt + Say hat you were daing previously. + Offer the chance to meet people.2.» Business sectors Vocabulary Sectors and industries ‘L Correct the underlined word in each sentence. 1. The tertiaryaedstey’scotr includes education, public transport and financial services amang others 2 The transportation industry isa dificult sector at the moment as fewer people are buying new cars, 3 Iwork in manufacturing | manage a large supermarket outside Warsaw. 4 The largest part ofthe Australian economy isthe automotive sector, with tourism growing year on year. 5 The ilindustry isin dectine in our country because itis cheaper to make goods abroad. 6 Wich so many goods moving around the world, companies in fishing have great ‘opportunites 2. Complete the sentences using the words and phrases in the box. agriculture construction cruise ships healthcare insurance metal extraction oildriling rew materials 1. One of Saui Arabia's key industrial activities i, and refining 2 France's til very economically dependent on 0 its farmers are very important: 3. Australia has developed efficient techniques for ‘which means the raw ‘material can be mined quickly. 4 Croatia has expanded two of ts ports so, can include them in their itineraries. 5 Abig problem for this century willbe for alder people who are living longer. 6 Brazil exports +0 China who use them for manufacturing, 7 In Qatar, the _ idustryis expanding as they continue toneed new hotels and malis 8 ‘Thefinancial sector in the UK continues to grow, particularly a companies need to cover their commercial risks. 3 Choose the odd one out. Then match groups 1-6 to categories a-f. La hotelchoin airline bank 4 campsite 22 coalmining —b wineproducing —_¢ gasewtraction —d oildniling 3 a carplant b steet factory ¢ furnituremaker farm 4 a bookshop ——b factory supermarket 4 restaurant 5 a metalextraction b fishing « robotics 4 agriculture 6 a chemical plant b insurancecompany c creditcardcompany bank a finance __ manufacturing __ bb retail __ raw material extraction © primary sector __ f tourism perrerens Grammar Past Simple and Past Continuous ‘1. Put the dialogue in the correct order 1-8). Two tines have been done for you. a Why were you late? What happened? b What were you doing lst night? You look tired! 2. © Really? How do you know him? @ Soyouhsdcinnertogether? _ Yes, we did. And another old friend phoned vihile we were eating, so she came along, too! 2 f Well. We were looking at the menu when an old colleague, Gaspare,camein, _ met him while| was warking in Rome. fh We went out to an italian restaurant for an early dinner but in the end, we stayed very ate, 2 Complete the sentences using the correct form of the words in the box. [check discuss give go have join tak work 1 While! 10 a colleague, my mobile rang, 2. Mymanager called me and, me some important news, 3 When | the company, only four other people were working there. at fora competitor in Tokyo when first met my boss. 55 While she was giving her presentation, the lights suddenly out, 6! a brilliantidea vile was driving to work today, 7 | got to the meeting late and when | arrived my colleagues. the budget 8 First. my email ane then t made some calls 3 Choose the correct opti italics. Some days are good but today was just perfect. V7ren/ Vile | woke up, the sun ras shining. got up and |?had was having a shower when my phone rang Itwasimy boss.*When / While he was talking, gota message from a customer. She wanted to see me as soon as possible, so while|*istened / was stening tomy boss, | quickly got dressed and got in my car. While ®drove was driving tosee the customer, | heard on the radio abouta competition to wina holiday. ‘When | parked at the customer's office, "sent / was sending a text to enter the ‘competition. ‘While / /nen | was waiting for the customer, | got ammessage on "my phone. My customer arrived at that moment and we started the meeting, so | cidr’t have time to actuslly read the message. The customer had good news for Usa big order. We were discussing the details when my boss called back / was calling back. He* wented / vias wanting to offer mes promotion! When | arrived at my office,” saw / as Seeing the text from earlier which said was the winner ofthe competition. Whata day! >10€‘Onshorewindaxm Listening 1 one uneN © 201 Listen toa podcast about business and the environment. Choose the correct option in italics. ‘The discussion is about the use of wind / waves as. source of energy. ‘The wind farm in New Zeeland ison the fand in the sea. ‘The industry is becoming more expensive / economical ‘Thereis a lot of not much wind in New Zealand. Electricity is now cheaper / more expensive than it was. Modern turbines stop turning ifthe wind is over 14 kph / 90kgh. Listen again and decide ifthe statements are true (Nor false (F). John Preston's company manages wind farms on Land. ‘The wind farm and the farm in New Zealand aren the same land Wind power is renewable. The turbines are often inactive “Americans ave interested in onshore and offshore wind farms. Fossil fuels are now more necessary than ever Complete the notes. Then listen again and check your answers. Wind farms Wind és an important source of ' Wind farms can ke offshore or? A number of eneray?________are starting to look at wind power Wind power works best in a(n) *______ country. is improving every year Turbines stop working wien the wind is too UK companies have projects in the USA, ' and Germany.Functional Interrupting and des language ———— | ahead as continue excuse finish making say saying something speak thing g with interruptions ‘L. complete the phrases using the words in the box. There is one extra word. interrupt just 1 Pleasego 7 Sony, tjusthaveonemore__tosay. 2 Sure please 8 What did youwant 10 ? 3 Going backtowhat! mas 9 Can|justsay. hare? 4 Sorryto 30 Thepointi was was 5 50, was saying... 21. can just. my point? 6 ___meforinterrupting 12 Beforeyou_, et me ust ay. Leaving a voicemail message 2A 202 Listen to the voicemail and complete the message. Caller: Date/Timet ‘Message for: Morgane | 19.17 / 1020 Jo Cases inthe Reason for ea Please calle Dlecuse order? Aetion: Return the call by tomorrom. 8 Complete the phrases Morgane used in her voicemsl. Then listen again and Comments: ‘unavailable orgonize anothor > by email check your answers. Identify Morgane... thetforyou.. Statethe reasonfor | "————for-ulio Casas the call Youasked mete‘ youto discuss. Request action “ call me back on my® | Leave details In caseyou don't have? “tm on oteransuerave, | casyout mean enalsowecan a Provideadeadline | Couldyou* meby..? | Finish the call to hearing fom you 2R<Writing Emails - Action points ‘La 4203 Listen to the end of a meeting and complete the email below. ee =e Subject: Marketing Dear ail, ‘Thanks egain for coming to the meeting yesterday. As you know, we are planning to launch a new advertising campaign for our domestic range in Soptomber this yoar. At our mocting, we planned the next steps starting trom next week As you can sae, we have a lot to do. Here aro the key action points. WHO WHEN Discussion of now Leona July Ist Plan new ® Jack > 4 social media 5 August 18th < for launch event Kaihy x guests te launch event * Kind regards, Leona B Look at these tips about action points. Which ones does Leona get right? 1. Give brief background about the meeting which led to the action points 2 Uist the points inthe order in which you must do them 3. Use the same grammatical structure at the beginning of every action point. 4 Add the name of the person who is going to do the task if possible '5 Put the date you want the task hnshed if possible. 2 Use the notes from the management meeting to write a short email points of about 100 words. Management meeting - April 1st toth Annivercary - Staff family | Belinda and Salvador to plan and friends day’ August 25th | details of day by middle of uly Anna-taria to send invitetions ee eer by end of July or renue -Carla/Pierte - dune | Sally and David to organise food goth at the latest by August 108 = music - Felipe “July ztst at | ream meeting next week to go te (atest Urrough more details + Begin and end the email sppropristely. + Follow the tips in Exercise 18 + Make sure you inc\ude al the items in the notes. ><Vocabulary Managing projects 1. Match the questions (1-6) with the responses (a~f). 1 So, Judith, how isthe project going? a Four days. We anticipated frishing on 2. Setbaclo What happened? ssdey NOE a 2 Howmuchtnge? » Consrcn starson the sh 44 Su avery popes badge? © Phase2 took longer than we predicted 5 welldone.Wnataboutthe schedule? 4 Yery yell. although we had ane 6 And whatisthe deadline for materials setback ast neck ‘oarver @ Thenext milestone isthe end oF Phase 4 at the end of the month, 1 Yes, we have, butwecan save money ‘on Phase 3, 2 Choose the correct option in italics. Top 5 Project Management Tips 1 Make sure that your schedule / management is rez agrees to the dates, 2 Manage /Anticicate problems and plan solutions. 3. Have risk / milestones at various points on the schedule and arrange meetings for those times. 4 ‘Never go over management / budget. 5. Milestones / Setbacks will happen so try to learn from them, 6 Spend time on people risk management and check you have thought about all possibilities ‘and that everyone 7 Keep a tisk diary / register and add any new ones which occur 8 As project manager / budget, make sure you have a good project team, Word building - verbs and nouns 3 Complete the sentences using the correct form of the words in the box. add attach construct identify investigate manage move solve 1 With more and more building in city centres, the __ industry continues togrow 2 Lamdelighted to announce ain) ‘to ur project team. His name's James Martin. 3 Please find my CVasa(n)___tothiserail 4 The project was delayed while we agasleak 5 Intheend, the only___wasto demolish tno ofthe old buildings. 6 Securityis strict atthe site, sopleese bring proofof__ 7 We have some realy large equipment for _ ‘tonnes of earth really quicly. 8 Thesuccessof the project was due to goodGrammar Comparatives and superlatives 1 Read the text and complete the sentences using the comparative, superlative or base form of the adjectives in the box. Been hha to In 2016, work started on Germany's longest suspension bridge in Gelerlay and it openes five months later, one of the fastest bridge constructions ever. itis 400 m tong and the drop down to the canyon below is nearly 100 m, ‘Around 170,000 tourists per year are expected to use it and see the most spectacular views. The bridge is made of steel and cost around $1 million but extra tourism revenue in the area should be worth around $2 milion In China, the Zhangjiajie Glass Bridge opened fa year later in 2016. This is the highest and longest glass-bottomed bridge in the wortd. Its length is 430 m and from the bridge you can look down 200 m to the canyon below. Three amazing, bridges) urist attractions ‘At a cost of $2. million, itis made from the toughest glass available and attracts a lot of thrill-seeking tourists. It really is one of the scariest destinations in the ragion. The bridge ‘can hold 809 people at the same time in complete safety! Meanwhile, one of the oldest pedestrian bridges in the world can be found in British Columbia, Canada, over the Capilano River. Built in 7889 by a Scottish engineer using rope and wood, the bridge is 150 m long and is suspended 80 m above the river. Tourists can cross the river and then walk on other bridges between the giant firs of the Capilano Forest, some of the biggest trees In Canada. most spectacular tallest mast amazing mostamazing expensive higher longer scariest ‘The Capilano Bridgeis by far the ‘The Gelerlay Brkige Nevousunn ofthe adjectives, ‘The Geierlay Bridge cost around $1 million, soit wasirtas. ‘At 300. the Glass Bridge is much Allthree bridges are some of the __ lof the three dating back to the 19th century asthe Glass Bridge. than the other two. than the Capilano Bridge but shorter than the Glass Bridge From all the bridges you get somect the The author thinks the Glass Bridge sone of the The treesin te Capilano Forest are among the views in the world placesto visit trees in North America, __ tourist attractions in the world Correct the underlined words using the comparative, superlative or base form 1. People say that the Arman’ Hotel, builtin Dubai in 2010, isthe more-aentetifet most beatiful hotel in thewor'd, with gold tablets in the bedrooms! 2 Seven ofthe world's ten busy ports are in China ~ and Shanghai holds the number 1 positon, The single span suspension bridge in Japan, which measures nearty 4,000 m, is long than anyother in the wor. ‘AC632 m, the Shanghel Tower srt as higher as the 628 m Burj Khalifa in Dubai ‘The AbrajAL-Baltin Mecca isthe world's mare expensive building, costing §15 bilan. ‘The Abraj AL-Baic hotel has the worl hig clock which canbe seen from 30 km away. ‘The heavy cruise ship ever bul isthe Symphony of the Seas, weighing 230,000 tonnes. ‘The Channel Tunnel was one of the complex engineering projects ever attempted butit was a complete success. eeeReading Europe's largest in‘rastructure project to date. Construction started in 2009 with a plan to build ‘2 madern railway line going across London from east to mest that zlso connected with London's underground network. The Tube, as this network is known, was started in 1863 and is the world’s oldest underground train system: it carries huge numbers every day in quite crowded conditions. ‘The Crossrail project added 42 km of tunnels, built ten new stations, modernised another thirty stations, and created links to the existing transport systam. ‘The new state-of-the-art trains are much fonger than the normal underground trains and are able to carry 1,500 passengers at a time. In total, London's rail capacity increased by 10 percent This has encouraged ‘more people to take public transport instead of driving and has helped to reduce pollution in the capital. Because the new trains are much faster than the old ones, an extra 1.5 million people are within 45 minutes T: £148 billion Crossrail project remains of central London. The new line can earry 200 milion passengers ¢ year not only more quickly, but also in more comfortable surroundings. The idea fora railway crossing London was first discussed over a hundred years ago and then again in the 1970s, but it was only in the now contury that London decided to go ahead with this massive engineering project. ‘According to the company that ran the project, everything was completed on time end within budget ‘The project provided work for §5,000 people and offered 75,000 business opportunities to suppliers. “The new line opened in 2018 and is called the Elizabeth line. i links Heathrow and Reading to the capital. Although those living in and close to London see the benefits ofthis project, people in other parts ‘of the UK ere not so happy. They feel that London continues to grow and offer the best jobs and highest salaries, while the rest of the country fais behind and {eels poorer. ‘L Read the article and complete the table with the correct numbers. I] Costof project 6 | Lenath of new tunnels 2 | Start of worke 7 | Capacity of new trains 3 | Opening || crease in allcapacty | 44 Maximum journey time to 9 | Jobs created central London 5 | Annual passenger capacity _ 10 | Business opportunities 2 Read the article again and choose the correct option. 1. Crossrailwas.a project wich built anew railway system to replace the Tube, anew tube line to replace the railway. ¢ atvainline crossing London which links tothe Tube, 2 The London Tubeis 4 Thegreen benefit ofthe project isthat 4 thetines areunderground, not overground 'b- more people might take public transport instead of using their crs © the new trainsarestate-of-the-art 5. Theoriginalidea fora railway crossing London 2 very comfortableand up to dete b usually quiteempty © the oldest underground railway in the worl, 3 The Crossrail projectinvolved building 40 new stations. 'b modecnisingold tunnels. € building new tunnels and stations, | was discussed overa century ago. 1b was Queen Elizabeth’s. € wias thought aboutin the 1970s. 6 Although thereare lots of benefits for London, 2 people romoutsideLondonhave ‘quite negative Fetings b peoplein other regions have bettersalanes. the citys getting smaller.Functional Giving and responding to instructions, standing your ground language 1 complete the conversations berween a manager (Anna) and two of her team (Marco and Sylvia) using the phrases in the box. bring me up to speed can certainly dothat _can'tcompromise leave twith me myhandsare tied noroomformanoeuvie youneed tomeet Conversation 2 ‘k: Hows the Dutch project going, Marca? Can you! 2 M: It’s going well but | don‘ think we have enough people to meet the deadline ‘A: But you have a team ofsix. Surly that's enough? 'M: Well two of them are ery inexperienced anc another has been working part-time on another project. ‘A: sorry, Marco but | have2 on this. We told the customer the price based on 2 team of six for eight weeks. IM: n that case, can | exchange Charlie for someone like Giulia who has more experience? | know it might be dffcuit, Anna, but!|?_onthis. need more experience on te team. i make the deadline but! need Giulia, A: OK. lbarrange it Conversation 2 {: Come in, Sylvia. need some help from you ané your team. The customer called and asked if we could finish the project ten days earlier. What do you think? 'S: Well... think we can finish a week earlier but ten days is a lotto ask. A:t___ tm sorry, The Sales Director has now agreed on June 7th S: Can you give me any extra people? As Yes, 1° How about Charlie from Marco's team? S: Is that OK with Marco? A S: So, can definitely have the extra person? A: No problem, thisnew deadline. 'm sure hel say yes. Asking for and giving updates 2 Choose the correct option in italics to complete the team meeting. AA: Thanks for coming both of you. I's good to catch up. How are we? meeting / doing with the Dutch project, Marco? M: Well. George is working fulltime on another project this week end Charlie is realy finding ithard, We expect to be trying out the prototype next weak. Wat's * doing s happening with Giulia’s transfer? A: Good news. She can start next week on a part-time basis and go full-time from the week after. What's the "progress / latest on the schedule? M: We are OK to meet the deadline but everyone is working extra hours. S: Same here! ‘Whore / Why are we with Charlie's situation? is he moving to my team? ves, next week, Sylvia, can you give me a(n) 2draft / update on the tasting phase? 2 Yes, my plan is to finish / agree creating the new schedule later today and confirm that we can test fram June 1st to 6th. I’ tight but it fits in with the new deadline. The only impediment / programme | see naw is staffing, Butit’s always ike that, isntit? A: itis, Thanks for the updates. lL*follow / close up on the statf requests later. eeeWriting Email requesting an update m ‘1 Complete the email using the expressions in the box. @ Could you let me know d Id like toknowit b Ineed your help with Would it be possible to I appreciateitifyou coule Would you mind Clare Nowmen Fror Claudia Gomez Subject: Update Dear Cra, hope you are wal. It was good to catch up with you last week at the training course. I'm writing because the monthly repor. | know you're busy but it’s important. *__ what the current position is? 4 the first phase of the project is now complete. If not what date do you have for completion? And is Dieter now working on the projact? *_ ive me his starting date. © sending me final figures for the project? Sorry to ask so many questions, have this information by tomorrow? ''d also tke to requast a mocting with the customer in Rome next week. /¢ therefore be grateful if you could contact him and arrange it | think that's all, Kind regards, Claucia 2 Write an email of about 150 words asking for a project update using the notes below. email tojason about China project . thank hin for catch up last Thaersday at project meeting = eee help with precentasion to HR next wech eo | + [Sth phase complete (if mo'—tompletion date?) = 1s €milia working? (starting date?) ~ send latest schedule tomorrow if possibie! ~ arrange msating with stomar in April in Hong Rong + Begin and end the email appropriately, + Use avariety ofstatements and questions in your email to get the information you require ‘+ Make sure you include all the items in the notes. rB«Vocabulary Global markets: Adjective and noun collocations 1. complete the collocatons. he first eters are given. 1. Our new Marketing Director changed ourm. include more use of social mecia, 9 stl. _yto 2. Most car companies allow you to choase from many options when buying anew car and thispr____t ¢_st___ s@_nis very popular with customers, 3. Wehave to alter our products to suit our tar__ tt. there are different things to consider for each market. 4 The world'slargestco____er br sports events, such as the Olympic Games 5 Food companies such as Pepsico have to think about_t_pr_f__. when deciding which flavours to promote in a particular region. 6 Many brands of lu targeting the weal ss because ___dsare often associated with global _y 9 dshave outlets at large international airports y traveller Global markets: Word building 2 Choose the correct option in italics. 1. The Mini is definitely my favourite car ever! | prefer / preferable ito allthe others on the market. 2 The Miniis produced / producti the UK and the Netheriands. 2. Somany other cars are standard / standardise these days but my Minis unique 4 When | was ordering it, could choose all my preferable / preferences online. 5 Infact, there are so many options for the customisation / customisable of a Mini that they say there are 10 million different combinations! 6 i’sreally adaptation / adaptable, too, so can use it to go to work, pick up the children or go on holiday. Complete the text using the correct form of the words in the box. Aunique car — for everyone (One of the most ‘cars in the world, the Min, Is loved by 2 everywhere. The main® Plant isin Oxiora, UK ‘where around 170,000 cars ere made. Since 2001, over 3,000,000 have loft the factory and mast of them are* for the person buying it “Tho Oxford plant = in robotics with over 1,000 robots working on the production line, The & in sales means that the parent company, BAM is now making the carin the Netherlands as well, and they are using innovative advortsing 10" ‘even more potential naw customers.Grammar Present Simple and Past Simple passive L Complete the sentences using the active or passive form of the verb in the Present Simple or Past Simple. 1 Qurnew website __ (launch) last month and it has been very successful 2 Stella McCartney _(run)her own fashion house, 3 The Dutch plant (build) in ust over twelve months and opened in May. 4 Hundreds of aircraft (make) by Boeing every year. 5 They____{recommeng) contacting them by email, but | never got a reply 6 When they arrived at the hotel, they (give) the wrong room, 7 During the storm, all fights to New York (divert) to Washington. 8 i think) that there are more phones than people in the world, 2 Read the text and complete the sentences using the correct form of the verbs in the box. Use both active and passive forms of the Present Simple or Past Simple. | In 1996, Geert-Jan Bruinsma had the idea of connecting hotels and quests via the internet and founded a smali company with this aim. From an office in Amslerdam he developed a website ‘called Bookings.ni and for the next few years the company experienced steady growth. The growth was noticed by an American company now called Booking Holdings Inc. who acquired them in ‘2006 for just over $130 milion. Priceline kept the original management team and let them continue | to develop the product. They were merged with another Priceline subsidiary calied Active Hotels later the same yeer. Uni then, most hotels got customers through travel agents but the av | ofthis re business model changed tava for ever Size he, Booking.com? has become an inlemet phenomenon, Its said to be the largest advartser on Google and is known as one a he eesiest and most elzble websites inthe world Is webpages are translated Ino over 40 ciferent |_lanaanes and users ook aroun raion rem ngs ay tvcug e plate. book buy connect found crow merge say translate 1 With Booking.com, hotels end guests via the internet, 2 Thecriginal company in Amsterdam in 1996. 3. Over the next few years, sales steadily. 4 Thecompany by The Priceline Group in 2006 for just over $130 million. 5 The wo subsidiaries, Active Hote'sand Bookings. by Priceline in 2006. 6 Feopie that Booking.com isthe largest advertiser on Google. 7 Booking.com cutrenty its webpages into over 40 diferent languages. 8 Arcunda milion roomnights____every day. 3 complete the questions and answers. 1A: When > 4 A: How much dicl Priceline pay for Booking com? 3: The company was founded in 1996, 8: They lust over $130nilion 2 A: How die the business grow for the next few yeers? SmWho with? steadily. B: They were merged with Active Hotels 3A: Who byin 6 A: Howmanylanguages 2 20067 into? 8: They ware bought by The Priceline B: Its webpages ae translated into over Group, 40 languages.Listening 1 4401 Listen toa presentation and choose the correct option. 1 Whois giving the presentation? a astudent b acompetitor € anemployee of the company 2 Whats the subject of the presentation? aa fast-food restaurant chain b abrand of crisps © brand of érink Listen again and decide if these statements are true (1) or false (P. ‘Chips’ and 26€Functional Asking open and closed questions language 4 complete the questions using a suitable verb. 1 5 A: What do you__, a problem A: Howlongwiltit____youtoget with dates? thenew parts? B: Wel the schedule needs revising, B: | think about a week f we're lucky. 2 6 A Canyou____backtousby A: Jo,whatdoyou___? next Monday? {quit ke the cea. t's simple todo, 8: That wl be fine. By email? 3 7 itpossbleto change the usabout the meeting with ate ofthe presentation? thedient. 8: We should be ableto.tllspeck to think itwent really well. the Sales Manager. 4 8 AR: Why__ they wantt extend : What _ wrong withthe new the deadline for delivery? B: Because they don't have enough staff.at the moment, Describing features and benefits version? 8: Itneeds better sound and clearer ‘graphics. 2 Read the discussion about a corporate gift. Choose the correct option initalics, ‘A: This Looks interesting, Yuri. But what is inexactly? B: Iva powerbank I's. a portable charger fora smartphone. As Itwould be quite big to cary around. o ‘you think would itinto a suit pocket? 1B: It probably would. it? measures / makes 11cm by 5 cm. And it’s about 2 cm thick, That’s smallfora charges ‘A: Isupposesso.Isit heavy? B: It? heavy / weighs about 450 9 ‘A:So, how long does t take to charge asmartphone? B: 30 minutes ‘A; And how many times can it chargeit? B: Sixcomplete charges. And it comes with tno outputs, ‘A: 50, what does that mean? BB: That’means / lets that you can charge ‘wo smartphones atthe same time. ‘A: That's good, What colours cen we choose from? B: It comes’ in /with blue or black. A: bsthot the case? What's it made from/ of? B: Hord plastic. Itjust ‘means / makes that its easier to protectit comes? in/ with cables aswell soitallows you tohave everything you need in one place. A: thinkits a oreatidea.It*lets/ means you charge your phane anytime, anywrhere. Briliant for long journeys. ‘What about price? B: Within the budget you gave me ‘A: Good work, Yumi iWriting Product review ‘LA Read the product review and correct the mistakes. | .caaocethis Bluetooth speaker because the reviens were positive andthe information onthe website “od it performed aswel as mare expersive ones. So, | dain to by itbecause it was ‘prety good value for money That ke most is thatthe sound quality i great. wes impussion bythe coloured ight which fash asthe masic pays ¢gaiulr ite the fat that tis eight and quite sll so itis good fr traveling However there are some picbles. The main upsides hat soent hous ting to connectitio my ‘hone. Other problem s that the charge does ls ong sol cant useitvry ong outside ls, the instctions were not nuded, which was annoying Orel hin dot kis the case his very poor qual, Unfortunatly can only get no sts. mise the product review in Exercise 14? Complete the table using the aspects in the box. batterylife case size good price instructions lights good reviews Reasons for buying | Good points Bad points Conclusion | 2 Write a product review of about 150 words using the notes below. Include the following: + aclear introduction, + good points ebout the product. + ad points about the product. = adtear conclusion + wanted a fable 1 wate fins uber + clear graphics he raves + volume ie not very loud ~ hard fo hear + bout t because a colegue had ane ‘um with headphones + read at of eviews fiat + atary a wry poor ~ ony ct tree tare + got a very good prive ~ 25 percent cheaper than ofr bance + corvenaluaye dirty + good sie erson + rat tno, biy a ore axponato one + oxy ouse + free oar onyVocabulary Health and safety AL Choose the correct o italics. ‘Do you have to weer special clothing for work? B: Yes, Everyones ‘handled / issued with personal safety equipment ané clothing, 1k: What do you have or yourhands? B: We wear cut-resistant gloves because we have to fit / handle sharp debris sometimes. A: Does the job >pose / record arisk of injury? B: Yes, a small risk, butit’s not teribly dangerous, And they pose / oid regular training programmes about safety. All the boats are also ited / held with cameras so we can see what happened ifthere’s an accident. What about you? Are there lots of health and safety rules where you work? ‘A: Not really, but then my job isnt dangerous like yours. But ve still have to ‘issue / record all accidents in a book, 2 Complete the text using the words and phrases in the box, cutresistant gloves eardefenders facemask goggles hardhat high-visibilixy clothing steel toe-cap boots What do to work? Wo have to wear cause we work aot te dark and we have 2 to protect or Tek. Ona ood dy, itis good to have te because they keep our cars werm ac they also ep with te rose, ofcourse! For cur hands, we rave and we sometimes woat a) * to protect our ces, Weave to nearefn)*______atal mes outside to protect our heads. Mine bight yellow and has my name on so | can be Wentfied! The ashing | wear to frotect my ees on cetcn jobs. 3 Complete the text with suitable words. ‘Abad day at the office is ily fat urea week and wee tebe dey Ney vere on het Deneve. as wineries s___p___ sore ee er ayo Se 51___ eno ponent and irc en eno ges Abarat te e___hertand tay, hero was mu ied ste ego hoa Ante clap aie sleet '8___ orf piper font *b___ ato. oe tonsa a wel Aer oleae wakesinwader onan hed. He mitconss Pat we ackalyd_m_d ent | Hisnoe sea to"®___ alto ero ote tits we et port deci cbse | cnc re cst ay ame e g receGrammar Safety and security Modal verbs of prohibition, obligation and no obligation AL Match the questions (1-8) with the responses (a-h). 1 Did you work long hours? 2 You mustr’t make them during working hours 2 What was the dress code? bb You have to wear itatalltimes, 3 Cant make personal colis? © Alidocuments have tobe in English 4 Canweusethe internet? 4 You had to havea doctor's nate after two days 5 What language do we use? € | didn'thave to call. My boss wasfine about it 6 Whathappened ifyou werelate? You mustrtuseit except at lunchtime. 7 Whatdoldowith mybadge? og '8 What happened ifyou were ill? Yes! Atleast once a week! needed to work late just to finish bh You didn’t need to weara suit but you had to besmart. 2 Choose the correct option in Hello everybody and welcome to the company! just spend a minute or two on some rules and regulations. First ofall your ID badge. You must / don’t need to have it with you a all times for security reasons. Ifyou forgetit one day you can geta temporary one at reception but you” have to / mustn‘tkeep it for more then 24 hours, We issue you all with mobile phones but you *don't need to / mustn't Use them for personal calls. fyou*don't have to/ have to make a personal call at work, you must / don‘ need to go into a meeting room and use your avin phone ‘Asyouknom, our cress cade is quite relaxed ~ men don't have to must wear 2 tie although everyone * doesnt need to / needs to looksmart and professional. Everyone "has to / doesn’t need tobe at work between 10 and 4, and you *nmust (don't have to do atleast two more hours outside these times. Dor't forget thatas well a your paid holiday, you can all take an exira three days off inthe year and you don’t need to / must explain why. think that’s al for now. Any questions? 3 Complete the sentences using the phrases in the box. ee idn'tneedto donthaveto hadto hasto haveto mustn't 2 You workweekends 4 Fheteaves, he jve here Butthey pay you doubleso! three months’ notice sometimes do when | need the ‘extra money. 5 inmycurrentjob1__work eames ee 40hours per week, which isa ot! fm spectaclothing but do nom. never home before 7 a. 3. Her contractsaysshe. 6 Where my wife worked before, she vworkfora similar company ifshe work on Saturdays. leaves She hated iReading Looking for job security? Security is one ofthe fastest growing industries in the world. ‘Thirty years ago, we didn’t have to walt in ine for half an hour at {a sports event of a museum to show the contents of our bag. We didn't need to have so many guards watching people in shops ‘to make sure they didn't steal anything, Now stores have both {guards and automatic systems to scan you as you enter and leave. All ofthis security requires not only top-class equipment. but also lots of workers, Security is big business, Indeveloping counties, private security guards are often ‘omployed in iargor numbers than official police officers. Wealthy people are afaid of crime against their property or their families, such as robbery or kidnapping, Alargerumber of security guards are employed and state-of-the-art surveillance equipment is fitted in most koxury houses. Computer experts are needed to design all thet equipment. Inmany countries, there are now certain areas or tonns that ‘organise their ovin security when they are unhappy with the ‘security the state can offer. In most countries, the number of Get a job in security police officers and prison guards that thellocal authorities ‘can afford to providers dectining; this opens opportunites for security firms to manage prisons or transport criminals. Around the world governments are very happy to pay a private company to do this ‘Large co:porations pay millions of dollars these days to keep their information technology systems safe from hackers and competitors. They also need to keep an eye on their own ‘employees and have special staff to monitor email and report backon any unusual activity. ‘The financial world has also become an important area {for secutty experts, too. These days banks have to defend themselves against all sorts of white colar crimes such as fraud ‘or money laundering Allin all, an industry which in the past was reserved for retired boxers is now one ofthe largest industries inthe world, employing millions of people and offering vast range of opportunities to all involved, ‘1 Read the article and put the topics in the order they are mentioned. ‘A Solutions forthe rich B Money crimes © The corporate wortd D Changes overthe last decades _ E Taking over from traditional security forces, 2 Read the article again and complete the sentences using the words and phrases in the box. Some are not used. companies careers the right equipment hackers theiremployees ‘workers police prisons technology their fa 1. The security business needs lots of 2 Rich people are worried about _ 3 Inmany countries there aren't enough 4 ‘area danger to corporate information technology systems. 5 Companies use security systems to monitor 6 Security is a business which offers good 3 complete the notesin the table. Countries toeheck they dor ae retail Fich people Corporations and banks Incertain countries, there Guards watch estome's | hey are afraid ofcrimessuch as | aretessandiesspoite | $PeCalsteff reused to officers and more and more security guards, | omPanies. Shops monitor customers ‘They employ private security guards and as they enter and pay for security compeniestoinstall the very tates security* They need to defend themselves against ‘and money laundering, Private companies now manage 6 intots of countries elena>32€ 6 Coon en erty Functional Explaining rules and requirements language 4 complete the conversation i the phrases in the box. There is one extra phrase. don'tneedtoworryabout Iunderstandthat itsa question of it’sqreat thatyou haste be my positions needssigning we canftagree unless werreally appreciate all ‘A: 50, tell me Josh, what's on your rind? B: Some friends ate planning to doa charity bike ridein the USA and the thing ist like to gowith them. The rides three weeks, but Id like to toke six weeks holiday. Az Sieeksisa long time and you've only bean working hare for ine months want to doit, but you don't have enough holiday. Bt this could bea problem but fm hapay to take time offunpaic, ‘A: tmsorry but» policy. No unpaid holiday is normally Permitted in your fist year. B: But haven't had a single day off in nine months! ‘A: |know you haven't and* ___your work but you're only allowed to take four weeks in a complete first year. clear B: Well, could Itake four vieeks now and no more fo the rest ofthe year? A: know thisis difficult but there are special circumstances. How about three weeks? B: OK, that can work! What do I need to donext? AR: Abotiday form _ byyour manager. ee signed two weeks in advance, but | would ask her todo it nov. Teli her you've discussed — itwith met Resolving a conflict 2 Put the dialogue in the correct order (1-11). Two lines have been dane for you. a Icansee how annoying itis for everyone, but he is our best salesman and hits his targets, Why don't you try discussing itwith him? bb My suggestion s to give him more responsibilty and more work. And limit personal internet time for everyone. Do you agree? € There's another problem with Andrea. He uses theinternet all day but aot formwork. _2. d Yes, | think he needs that, Can lust check senior management are happy with that plan? Iknow t's not, but he can’t do whatever he wants. think weneed to come to ‘8 compromise over this- the teain aren't happy about it because they are so busy. f OK. |"Utryitfor a month. ll also speek to Andrea this week, privately. tll him want to give him more responsibilty. 4g I totally agree,’ like to make the internet limit an official policy. How do we proceed? fF discussitvrith him, butif ican'tstop him using the internet, what do you suggest? i Iemight be a good idea to think about the exact details fist. Then explain the paticy ina team meeting, and review the situation next month, J Ofcourse. Let me know as soon asyouhear from them, 11. _Iknow how you feel about ths, but itis not against the rules to use the internet atwork.Writing Instructions and warnings ‘L Read the general instructions from a company handbook. Decide if they are Dos, Don'ts or Warnings. A few things to remember ‘+ No ones permitted to use technical | * Follow safety instructions carefully. equipment without taining ‘© Don't remove company property. ‘+ Fleport any faulty equipment to your * You must wear your neme badge et manager alltimes. + You are not alowed to eat while Aas Serplulinck to domed company) working. ‘equipment. ‘+ Watch out for wet foors. 2 Read this email from the Human Resources Manager (Carla), requesting some health and safety guidelines. imagine you are Matteo and wirite the guidelines, siving staff information on health and safety. Write about 120 words To: Matteo Cimino From: Carla Alvarez Subject: Document on Health and Seaty at work Dear Matteo, We have just finished our aucit on heelth and safety at work and we have a number of suggestions for our stat. Could you prepare a cocument edvising ‘employees on what to do in the following areas? Healto We noticed that too mary people come to work when they ae ill. Please ‘edvise them to stay at home when sick. n particular, they should be aware there is always flu at this ime of year ~ please remind them to wash their hands regulary to help avoid bacteria on door handles, ete. Rarind them thoy ‘cannot use the air concitioning in the wintor as this air can spread illness Safety Mary staff it in uncomfortable positions ~ tis important that they sit at the correct height in frant of monitors to avoid back problems. Coule you also remind them they do not have permission to repair ecuipment themselves? ‘They should call IT on 4343 and meke a maintenance request. Fitness The staff cantoon hos heathy options ovary day. Could we rocommand thet staff ry these sometimes? A lot of staff con't have time to exercise soit would be useful to suggest taking the stirs or going for a walk at lunchtime. One last point - remind them to make best use of the comaeny’s private healthcare and have their ennual checkups with a nurse. | hope you ean oxoress this in a elar helpful way. Best nishes, carla + Organise your instructions and warnings into sections for ‘Health, Safety’ and Fitness. + Include allthe pointsin theotes + Use some ofthe following phrases to avoid sounding repetitive: bemare of don’t no one 's permitted to, make sure, must, you‘re not allowed to, dont forget ta, watch out for an7> Customer service Vocabulary Customer service L Complete the conversation using suitable words. 'K: Good to see you again, Giorgio, When dé you arrive? G: Very late last night, Amelia, after aterrsle flight We left ate, there wasn food and absolutely no priorty?b____ d_ even though wehad paid an extra £30to get on first! \: Really? Who did you fly with? ne of those budget airlines. Itwes definitely in)?N_-f____ | _ flight! ih, unlucky. got an upgradeto business*__a__!Itwasaeal“p_m__m Service. There was greatpersonal?3_t_____n. Therewere twelve pacsengersand three cabin cren! G: Sounds amazing! [As Itwas! We gotsuch VIPStr__t___t hot towels, cold drinks, beautiful food 6: Very different from my experience! Next time should fly with you! 2 Choose the correct option in italics. Subject: Complaint about recent flight Dear Sir or Macim, |1am a regular passenger with your sirine and | am usually very ‘satistving / satisfied. Unfortunately, on a rocent flight to Athons your staff were not very ®halpfu / helpless Firstly, the woman siting next to me was very *ansety / anxious and | called for “assist / assistance but nobody came. | know passengers can be very * undemanding / demanding but worried passengers neac to be looked after. ‘Then, the person sitting on my left requested / request a gless of water. It took fiteen ‘minutes before he got the water but nobody ’ apologetic / apologised. Generally, on this fight the crow lacked * empathy / empathetic and *handling / hardlled a number of stuations badly. | hope I can fee! 'Sconfident / confidence the next time | fly with you. Yours faithfully, Emme Hobbs 3 Put the words in the correct order to complete the sentences. 1 was//take-off/ the/ probably /anxious / about / passenger 2 about/aren't/ a/ people / confident lot /fiying / of 3 nobody / passengers /t9/ offered / the / unfortunately / anxious / assistance 4 for/ the / passengers /flight aitendant/ apologise /t0/ the/ the /delay / didn’t 5. service/ passengers / was/ the /neither / satisfied / with / of /theGrammar Verbs + to-infinitive or -ing 1 Match the questions (1-6) with the responses (a~f). 1 Didyoumention itto yourmanager? No, but remember puttingit in 2 Have you met the new Sales Director? my bag. bb Yes, Alfredo has agreed ta manageit. No, I saw him but forgot to tel him. 3. Who have they decided to work with? 4 Have they found someone for the Project? d Yes, called them lastnight. 5 Didyourememberto callthehotel? —_—e_ ‘I think they chose a German company, 6 Have you found your passport yet? F No.| wanted tosay hello but she wes busy. 2 choose the correct option in italics ‘A; Who's that over there? : That's the Customer Care Director. Do you remember *fo meet meeting him ast year atthe sales conference? (es, of course. He'shere to talk about his department. Did you hear about our main competitor? fo. What happened? hey’ve lost.a lot of business And unless they improve their systems, they risk ? tolose/ losing more customers. ally? es. Apparently, their largest customer is cor nat happened? ‘A: They failed *t0 realise / realising the importance of good customer servico! There were some problems and the customer asked fora discount. ith unhappy customers, always agree *to reduce / reducing the price the next time A: Me, too, Do you want ‘to meet up / meeting up for dinner later? VI pay! fering *to changing / change suppliers. 3 Complete the text using the correct form of the words in the box. book call stay use waste write tierhe'_ ara ode oan duets alncontone gare bina areasbon ab el ariel pial ce te RS a app When sane ack en aw tc ewe ersten SUL ntiuighttlautinrats npc ace | i ouceer snort courting ena | aed evra tnesoattis gob coed tetutlcec tony | vrei lib cnt cant ey cng ates eid parc | (nese eval inacosias “hier aiannd no boskng rrReading The customer is not always king Julia, 25. We flew to Borlanopolis fora ralaxing, short break before my wedding, There were eight of us. We booked a villa wth a pool and the plan was to be ‘there fora week. We had o briliant five days, buton ‘the Friday, completely cut of the blue, we got an email from our arine telling us our flight back to S20 Paolo ‘on Sunday was cancelled. Ho other information. We ‘were told we could book another fight but the next ‘one was on the Wednesday! We tried to telephone ‘our airine but they didn’t answer. Their website crashed the next day because they had cancelled so many fights. They said we would get our money back but no news so far We tried other airlines and ‘managed to get three tickets for the Sunday but the rest of us had to book a coach back. Our journey back was avriul ~it took fifteen hours because the coach broke down, not the two hours we were expecting atthe start of the week. | promise Iwill never fly wth that leline again. Definitely ‘no fils) Roberto, 35. We needed to book a car for our holiday in Florida last September. made the booking anline but unfortunately | had booked it to start the next day, not the following Monday. Later thet day checked the confirmation email and realised my mistake. I went ‘online and entered the booking number but Iwas told that it was too late to change. It was annoying because ‘twas my own mistake, Anyway, at the top of tha screen was a telephone number and | decided (0 call it, They answered the phone immediately and asked ‘what the problem was. I said it was completely my fault and probably too late to change the booking. “The young man replied thet there was no problem ‘and infact it would be $50 cheaper! He changed the booking and repaid the difference within five minutes. Biiliant service. It was my fault afterall, WoO 8 ‘1. Read the article and decide if Julia and Roberto would describe their customer service experience as positive (v) or negative (2), Jutia Roberto C) Read the article again and decide ifthese statements are true IT) or false (F) Julia booked 3 holiday for five days. Her group bought alternative ights for the return date, Luckily, there were no problems with the bus journey. aunwneN Choose the correct option. ew 1 tosceSa0 Paolo b to relax before her wedding © toattend afriend’s wedding 2 They gotnew flights a for the following week, b forthree of the group. ¢ within fifteen hours, 236 Roberto couldr’t change his booking online, He had to wait along time when he phoned, He knew he had made the mistake. Why did Julis go away with her friends? 3. What mistake did Roberto make when booking his car? a He booked itfrom the wrong place. He booked itwith the wrong company, © He booked it fiom thewrong date, ‘4 The new dates for his booking ‘a were the following month, b were less expensive, © were booked ontine.Functional Responding to customer concerns Fanguage 4 complete the conversation using the phrasesin the box. correct about that hasfilled me in onthe hastold me about that rlgothrough rmsure letime please. understand that see wwe'llcomeupwitha yoursiée of things ‘AzGood evening, Madam, hear that you're not happy with your room, My colleague, Claudia, details. Could you tell me again?| just want toheat £8: Basically, I stay here quite often and | always get 2 oom with a bath, nota shower. also like the ath floor. AzYes. Claudia? B: | explained to your colleague but she said you were full and | could’t change. She said I should speakto you A: Claudia s+ .We are fulland because you were the last to checkin, sie couldn'tmake a change. B: So, will yau be able to do anything about it? Ast ‘the bookings and see if we can make alate change Whhy dort ‘you have dinner and come back and see me in an hour or so? B: Sorry, but m not atall hungry. just want 2 bath, I'ma regular customer here, and that’s the only thing task for a your point, but fm afraid you'll have to wait Why dontt you wait inthe ba? Bs OK But do you think you willfinda solution? ‘A:Yes, lim confident solution. just need an hour orso. * Speak to my colleagues. we'llfind you ‘room witha bath Hopefully on the th floor! B: Thank youso much rl comeback in an hour Discussing and presenting ideas 2 Read the suggestions between colleagues discussing improving their English. ut the words inthe correct order to complete the sentences. ‘The training is over for another year. How are we going to keep improving our English? GoTneed the thing/welfist7tc) (of Weal ee/team/ would /t0/ push istohavean English homepage on our —_/the /our)having \unchin English zt computers least wie a week (the/of/idea eame/our7up/team ——_Gaggest/ everyone to/ne0ds/ we) / with] listening to the news every day read a short story every week and inengish Justten minutes oflstening ——_Gisussit is useful ‘They are all good ideas. > {is/be/ thing /to /it's/ got / the) easy. _—(—‘COeUUUUUUUUUUUUULUCUEESng External ‘thank you’ email ‘LA. Put the sentences (a-g) of the ‘thank you’ email in the correct order. Dear Hen, — © Kind rogards, —— ©) I would also like to express our appreciation for the way you handled the last minute changes we made when we realised we would need two ‘extra analysis and that both of them would need to speek Portuguese, (©) Thank you and your staif once again for all your hard work. | look {forward to working with yau on other projects. L_ (1am writing to thank you and your team for your excellent recruitment services. Thanks to your hard work we now have six excellent new employees. — (©) Pietro sorted out that problem very quickly and found us two excellent people. — ( Cen | conclude by saying you showed great professionalism, patience ‘and good humour throughout the project. (@ We will definitely use your company again in the future and have already recommended you to other companies in the industry. Frauke Hein B_ How did the writer organise the email in Exercise 14? Complete the table with the letters a-g. Beginning Details Closing 2 Use the notes below to write a ‘thank you’ email of about 140 words to a supplier. = design company run by Diana = designed a 0th anniversary brochure ~ design was beautiful = their team was creative and hard-working ~ they agreed to incivde some extra photos we sent very late = the price was good valve ~ the designer (velleda) was really patient = the company hope to work with them again = we have given their name to your professional association + Write three parts - beginning, details and closing. ‘+ Mention a particular problem. + Mention a specific person veho did very well. >38¢Vocabulary Digital communication ‘L choose the correct option in italies. 1 Try notto 'recaive / check your email 0 often C *Gatcis up on 1 Delete al your emails once or twice a day. (When you have lots of emails, prioritise. “Reply / Manage to the most urgent frst. (C1 When you send a(n} ‘internal / social email, always use protessicnal language. Be the Smaster/ servant of your inbox! Keep contro by dteting Lnimportant emis 20 that you cont *manage / overload 2 Complete the conversation using suitable words from Exercise 1. S: How’sthe project coming along, Tarnas? jot too bad, thanks, Sophie, but 'm 50 busy. The problem is that people » me with messages and em: that because ofthe project? 7: Not really Atot of them are emails where colleagues have copied me inand they didn'thave to. Very few of them are important. SS: When do you deal with them? Te Lalweys them first thing in the morning, and delete a lot. Later in the morning, 1 ‘on them properly and?, ‘to the important ones. S: Itsounds to me Uke you are organised, Tomas, You have ¢ theskill of dealing with emails anynay. T: That's probably because Ihave to read so many! 3 Complete the sentences using the words in the box. choice concentrate encourage engaged improve productive 1 My company is keen to try anything which will ‘communication. 2. When making a presentation, remember the au for ashort time, ncewillonly stay Its good to provide a(n! of dates when trying to set up a meeting When Lam talking to2 colleague, | ty to ‘on listening actively vehad a very. ‘morning and read all my urgencemails. we. all employees ta delote unread emails on a weekly basis, aCGrammar First and second conditional ‘1. Complete the conversation using the missing phrases. a ifthestaff don’tsee the beneits bb ifweall keep documents there © Itwontwork 4 if thoreare fewer walls © people wil communicate better A: hear your offices are being redesigned. How do you feel about it? BB: 'mnot sure, The management think it willimprove communication. ‘As Really? What's their thinking? 1B: if there are sot areas for chatting, ‘A:Oh, see. What about the open pian offices? B: They think that? _ people will talk more. ‘A:And are there any other changes? BB: Yes. There is a new platform for sharing information internally. Everything wil! be much more efficient? Ithinkit’sa goodidea, Sut ‘ if certain people refuse to use it ‘A: And do you think that will happen? B: Wel. it’s ike all changes ~° . they won't use it. they do, 2 Match 1-6 with a-f to complete the sentences. 1 Ifwedidn'thavesomanydeadlines, aI think weld get more business. 2 Would the team understand more everything would take much more time. 3. Ifwe used social media more, € they would get the information immediately ifthe project leader explained things ‘more cleariy? € if you went to some conferences # I wouldn't beso stressed. 4 Youwould make lot of contacts 5 ifyousentit by email with a link, G ifthe technology didn't exst 3 Complete the sentences with the words in the box. didnt doesnt don’t might will won't wouldn't at calla couple of customers ft have time ths afternoon, spend so much time catching up on emails. 3 ifshe spend so much time on the phone, she could finish earlier. 4 if we dont finish this report on time, goto the meeting. 5 Ithinkwe bbe more efficient if we worked from home one day per week. 2 iflwereyou,1 6 Hewon't meet our Dutch customers if he atiend the webinar. 7 see you ths afternon, U definitly se you tomorrow.Listening 1 4201 Listen to the podcast and put the topics in the order they are mentioned. communication skills needed by a good manager choosing the tight language to use coming to a conclusion thraugh discussion d deciding whether toemeil or phone __ © being quiet if you don't know the answer 2 Listen again and choose the correct option. 1. Andreas Hammer believes certain 4 What does Andreas say people need people 4 speek without thinking b don't like meetings. © never knovr the answer. toleam to do? a write emails make phone calis € choose the right way to communicate 2 He thinks that in meetings people 5 Managers a talktoomuch 2 usually communicate well b need to share ideas more. b need tw be better communicators discuss ideas too much. ‘than others, © are not always good communicators, 3. According to Andreas the workplace a is ike college, D is usually casual is more formal than university. 6 Managers have to communicate tothe team a inwriting, b asagroup. © cna personal basis, 3 Complete the notes in the table. Skil t0 develop ieee ees Decidethe best Treyhaveto Leombontosy Commune to thet rao : trade bythe thinkaboutthe question. | ‘Serres ae Leambowtostareieas | RMEBOBYOUENE | Tyeynedto commie to?. decision | , Ftduring the | Witheach’ together ‘_—__ | 9 personally conversation.Y Functional Closing a deal language 1 Choose the correct option in italics. A: OK, sol think we are close to a deal. As understand / mean it you need the fifty tablets delivered here by the end of September? BB Not quite. We need the fifty tablets by the middle of Septernber. We also need to trein the staffto use them by the end of September. ‘A; OK, no problem. We can deliver them by September 18th B: That would be great. What is the price for those? A: The best can dois $650 each, B: Including the apps we discussed? AA: That's normally alittle more. Around $700 each. BB: What about training for our staff? How long would they need? ‘A: Weare ‘agreed / prepared to give you five free training days for twenty-five employees. Each member of staf will need one day. So, you pay for twenty staf. BB: Could you do that between the 22nd and 29th? A: No problem. B: Good. So, we ¥are agree / ‘ve agreed on the dates. That only “leaves / means the same pointas before. Price, ‘A: So, what you Sagree / means that you are happy nith the tablet delivery dates and the training agreement, but you want abetter price than $7002 And you want the apps included? B: [think that just about sumsit ‘up /in, yes A: OK. Ican agree to $670 per tablet. Inreturn / sum, we would need you to pay bythe ‘end of September. Are you able todo that? 8: “UF When itis as you say itis, we will be able to go ahead. ‘A: Agreed, Thank you very much. Talking about priorities 2 Complete the comments made by a manager during a catch-up. 1 Putitattheb________ of yourtistof things to do. t's realy not important. 2 Ichestobe done today 1's of u_, 3 Giveitah_____ priority please t's pretty important. 4 Youcan putito__ fora while. tts noc urgent. 5 Dor'twastet_ 6 Putitinyours______ and doit winen youhave time. 7 Could you makeit your number one p__ 8 Iknowit’s abitofad_ ‘things todo, — importance Start it now. _?Leaveeverything ese You haveso many other importantWriting Short report ‘LA Read the sentences from a report. Decide if they are part of the Introduction, Findings or Recommendations. Complete the table. 1 ne director has asked me to write this report wo try vo maprove our pevfonmance a conferences 2 The managers should have three days off work to attend these courses ts hoped these courses will be ran offsite 3 te seems that staff do not feel confident in ths soft skill, elther in English or their own language. 4+ [his therefore recommended that we organise training courss in efctve presentations and other communication skis Oar an ae fo give the manager of tho sas and marketing toms intensive courses a8 a preny then tain their tat. 5 [Tis report looks a reasons for those problems and aims to analyse why we are underperforming. 5 Fone ofthe key problems i that staf do not have the communication skils needed. Infact the first thing we noticed wos that few of our stad give presentations at conferences, 7 = Analy twill make recommendations 5 | ecentiy. we have filed to make « goed impression at these events compared 19 oar competitors ® {ices found that stat were not prepared todo them because they have had no traning in public speaking. 1“ | We might therefore ned to allocate extra budge for eccommodaticn Introduction Findings Recommendations 8 Purthe santencesin Exercise 1A in the correct order. 2 Read the situation below and think what recommendations you could make. Then write a report of about 160 words for the director. Your cornoary has signed a contact with a Bezifn company, Media Sales BR. You have compisted an aucit of your technical an sales tears to tentfy potential sues in ‘working with the new partner. Its important that efoyees in these departments have the language ils required 10 workin teams withthe Brazian compary. Thi echnical team dort speak Engi ata though thir alas team members ae fuent “The out revesled thet nobody in your totvicel team spooks Portucuese and only 70 percent of yourovereees soles staf re fventn English. You have three months before the contract starts. + Introduce the report clearly, stating your reasons for writing it + State your findings clearly + Make realistic recommenciations eee» Pronunciation Unit 1 1.1 Word stress ‘L Match the words (a-j) with the stress patterns (1-5). 1 00 2 000 3 00 4 000 5 0000 a accountant f independence b ambitious 9 jouratst © applied hy movement 4 career i politician @ confidence J. problem 2 P10: Listen and check. Then listen again and repeat the words. 3 Write the stress pattern for these words, using 0 for the stressed syllable and o for the unstressed syllables, ambition dependable 1 6 raliable 2 7 3. determination 8 organises 4 9 5 motivated flexibility passionate integrity 10 resourcefulness 4 s).02 Listen and check. Then listen again and repeat the words 1.2 Voice range L_ 4)P103 Listen to the sentences and tick (7) the ones with a wide voice range. 1 lima recent graduate -I have 8 goad degree. C] 2 Icantteven get an interview. C] 3 Idon’tthink there's anything on my profile that’s special. CI 4 How can make myself stand out from the crowd? C) 5 | created a website for one of my projects. C] 6 That's really helpful Thank you so much. C) 7 itwas useful ... maybea bit too useful. C) 8 Wihen | applied for sixjobs,| got fourintarviews. C) 9. And after four interviews, got two job offers. C) 10 That's the probiem - | really an'tdecide. C] 2 Practise saying the sentences. 44Unit 2 2.2 Stress in compound nouns and noun phrases 1. choose the compound nouns and noun phrases which havea diferent stress patter from the others. 1a energy industry b renewable energy © taxdeduction 2 a energy supply b green energy € cll company 3 a businesssense b design schoot future risk 4 & blog post b jobdinterview «¢ nnightmare journey 5 a business partner b long-termtransition train station 2 4201 Listen and check, then listen again and practise saying the compound nouns and noun phrases correctly. Practise saying these sentences. Solar panels can reduce electricity bills. To stop global warming and climate chenge, we have to cut emissions of greenhouse gases. The energy industry still relies Far too much on fossi fuels, if there isn'ta reliable energy supply, power cuts are inevitable sen ew A, 497202 Listen and check. 2.3 Stress in phrases for turn taking ‘L420 Practise saying the sentences with the main stresses underlined, 11 Yes do you havea question? 2 what did you want to say? 3 Id like to make a point hereif can, 4 Well if could just finish, 5 fi could just finish my point, 6 Soury | just have ane more thing to say 7 Can just say something here? 8 Before you speak. let me just say. 2 Listen again and check, ther listen again and practise.' (earner unit 3 3.1 Stress in derived words | ‘L_ $?3.01 Liston to the sentences and underline the stressed syllable in the words below. 1 movement communication construction investigation additional presentation reasonable personal happiness 10 detailed 2 Listen again and practise saying the sentences. 3.2 Weak forms in comparisons 3 Before you listen, mark the words that you think will be spoken as weak forms. 1. The Grand Canal tock the Longest to bull 2 The ez Canal was more expensive than expected 3. The Rhine has a width of more than hatf kilometre in some places. 4 The Suez Canal was the most complicate project of the three. 5. The Panama team had to work alot harder chan the Suez team, 6 No other artificial waterway is as Long or as old as the Grand Canal 2 F302 Listen and practise saying the sentences. ><Unit4 4.3 Pronunciation of -(e)s endings ‘L Ineach group of words, tick (“) the word where the -(e!s ending adds an extra syllable. 1 decides C) manages videos O 2 colleagues 2) differences styles 3 businesses C1 examples C) managers 4 copes C1 families C) services O) 5 agrees experiences factories © P41 Listen and check, then listen again and practise saying the words. 2 3 Practise saying these phrases. 1. apps or smartphones 2 advantages and disadvantages 3 choices and strategies 4 offices and factories 5 colleaguesand forties 6 exainples of businesses 7 times ofbuses 8 clients experiences 4. 9402 Listen and check your pronunciation. 4.4 Consonant-vowel linking between words L Before you listen, mark the likely consonant-vowel links in these sentences. ‘We want everyone tobe involved in the conversation. There's lack of consensus inthis group at the moment. Did you find writing down your thoughts a good idea? ‘We should focus on ways of building consensus. ‘Think about group needs, not individual needs. Everybody’ opinion is oF equal weight and isto be respected. ‘Well done everybody It looks like everyone agrees. No one in the group is more important than anyone ese. \We can be much more ef tif we work in small. groups. Bemvnneune ‘The problem is that one or two people always dominate 2 )?4.03 Listen and check, then listen again and practise saying the sentences.