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STUDENT'S BOOK

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Burlington Professional Modules

BUSINESS
ADMINISTRATION
8 FINANCE
David Walker SECOND
Juan Manuel Rubio Santana EDITION
Robert Duncan

Includes:
* Writing Guide
Burlington Books * Vocabulary Builder
 Office Orientation Taking Leave and Clocking In

Finding Your Way 11 Security in the Workplace

Office Routines Customer Service

Purchasing Office Equipment 1 2 Handling Complaints

Using Voicemail ] 3 Market Research

Using the Intranet Marketing Strategies

Handling Mail Cash Flow

Using a Courier Service 14 Accounting "0

Shipping Banking

Import and Export

15
Receiving Calls

Following Up on Messages Dealing with Suppliers

Scheduling Meetings Teambuilding

Booking Offsite Events Teamwork

Planning Meetings

Taking Minutes

Organising Exhibitions

Attending Business Events

Making Travel Arrangements

10 Booking Hotels 8 Restaurants

Review 5

Pairwork Appendix

Writing Guide

Vocabulary Builder
Sñyet Welcome to Top-Sport

Dear Ms Morgan,
Welcome to Top-Sport. It's great to have you on board. I'd like to describe the structure
of the company to you. Mr Bruce Larson is the CEO. The company has got four
departments: Marketing, Finance, Operations and Human Resources. Each department
is headed by a director who is in charge of the staff under him or her. Ms Lucy Grant
is our Marketing Director. She has got four marketing managers under her. They are
in charge of the sales teams. The Financial Director is Mr Edward Brown. He heads a
team of financial supervisors. Esch supervisor has got an accounts assistant. Mr Gerald
Trent is our Operations Director. The Operations Department has got a number of
production teams headed by team leaders. They plan and develop our various
products. Our Human Resources
Director is Ms Sally Burnes. Under
her is the Personnel Manager, who
has got a group of assistants.
Attached is a diagram of the
company organisation. | hope it
will make things clear.
Good luck in your new jobl
Eve Clark
Senior Administrative Assistant m +
¡uman Kescurces
Human Resources Mombors Assigionis

Find out more O: 4) 07 Put the words in the correct order to

form sentences
from the dialogue. Then listen
Think of a company
that you like. Go online
and to the dial ain and k nswers.
find out who the CEO is. Can you find what other ¡ae nia
jobs he / she had before becoming a CEO? 1. everyona / where / ycu / in/ tel / office / 11 / sits / the

o: € The Senior Administrative Assistant, 2, department / ficor / on / The / is / the / Human

Eve Clark, is speaking to a new Junior Resources / first
Administrative Assistant, Lisa Webb. Listen to pl aan a li VEAN TASTE
ino dislogue and complete the sentences. 3. hm / new / assisting / be / n/ You/ your / will / role
1. The Human Resources Depariment is on the ]]]]]][][]];][]—]—]];][][—];
E o] 4, us / is / floar / same / Marketing / on / the / as
2. Jamie O'Donnell iS the .......—————————— ¿

- EX ¡e pu 2 MT 5. do / senior management / the / Where / sit

4. The Operations Department has the whole of the mmm
floor, 6. CEO, / reom 301 / Bruce Larson, / the / is / in
5. The Finance Department and senior management e
TABLÓN AU a flcor,

Work in pairs. Use the phrases from Exercise 3 to

(2) Tip write a dialogue similar to the one in Exercise 2.
| Chief Executive Officer (CEO) = Managing Director Practise your new dialogue.
 Working with Vocabulary Write the correct word in each pairto form
a phrase.
VOCABULARY PRESENTATION 1. ote
A cm El POQUCE
O: Match Ato B to make sentences. b ajob
A : E
2.h ake
1. The Financial Director sue
RN UN PTS
2: The W 9 b. o a new employee
3, The Chief Executive Officer (CEO) 3 sim. A
4. The Operations Director -
5. A Senior Administrative Assistant
6. The Human Resources (HR) Director
7. A Sales Representative (Rep)
8, The Head of IT b
9. The start a e
5, develop + reply to
B A ——— E POSUCE
.. E. are al the workers of a company. Da an e-mail
— b. plans how to sell a product. 6. be In charge of + pay
.. £, Manages the company's money. de cana. 8 department
. d, travels to different places to sell products.
| EEES e
— 6. finds and trains new employees.
.... f, Makes sure that the company processes are o 4) 0: The Marketing Director is introducing
eficient. a new marketing manager to the staff in the
..... 9. 1s the head of the company. department.
Listen to the dialogue and match
..... h. does office work, the people (1-5) to their responsibilities (a-e).
|. looks after he company's computer systems. 1. Jen Baker 4. Clare Jackson
[7 2. Ed Harris 5. The sales team

TADO = . ton
Think of a reason why each job —8.. meets customers cut of a.
is important to a company. .... b. s in charge of market research.
— €. 1 in charge of customer relations.
(5 write the correct ob title next to the sentence —d. assists Catherine Smith, the Nariksting
that person might say. Director.
Accounts Assistant + Financial Supervisor 6. 15 Ín charge of preducing promotional material.
Personnel Manager + Production Team Leader
Senior Manager
1. "ve made a Est of five cancidates vwho look
BUNADIO-for $0: Jo" 2
2. "We have to check that all the machineryis
Working COMectiy.” ..—.—.—.—
3. “I need to fnish this budget statement for the
board meeting this afternoon,”

4, "Mr Jenkins has asked me to help him

with he INVOICeS.” ...—.—————e————————————
5. "I'm busy preparing a presentation on
strategy for my department for the next
three years." ..........———.——————
 Finding Your Way
Osuna started: Vocabulary pago 740)) o: 4) 05 Two visitors (A and D) at a company are
assisted by employees (B and C). Listen to the
1 =)0t Read the two e-mails. Then complete the dialogues and circle the correct answer.
floor plan with the information
(a-g). 1. A: Excuse me, I've got an appointment
with Mr Chandler at Cosmic Electronix
To: yr Acgers
B: He's in room 411 / 1411. Take the Et to the
From:
Kaly Sarders
Subject:
Your menviev * fourth / fourteenth floor. When you come cut
of the lit, turn right and then left. His room is at
Dear Mr Rogers, the end of the corridor.
Your interview next week is with ne Marketing Director. A: And where's the lit?
His office is on the second fioor, mom 204, It's
the last B: It's over there, opposite the stairs.
rcom
on tha right.
A: One more * thing / question. How do | get ta
When you come out of the lift, you will be in front of the toilets?
room 201. Turn right. Then, tum left and wak down the
B: There are tollets here in the lobby, next to tne lift.
coridor past the conference room en your right and the
tolets on your left. A: Thanks for your help!

| sit in room 203, which Is opposite room 204. Please B: You're welcome
come to see me frst. There are some forms you have C:Good morning, Mrs Landy. Welcome to Cosmic

”
to fill in betore the interview. Electronix, I'm Amy Adams, a production team
| look forward to meeting you, * member / leader.
Yours sincerely, D: Nice to meet you, Amy. Your offices are
Kelly Sancers lovely.
Marketing Department C: Thank you. Would you like something to drink
before your meeting with * Mr Cartyle /
To: ws Gleason Mrs Caribe?
Front:
Lisa Jones D: No, I've just had a coffee, thanks.
Suoject:
Your menviovs
C: Then I'l show you around our offices and
Dear Ms Gleason, introduce you to everyone
Your interview next Tuesday is with the Human Resources D: That would be “ nice / lovely
Director. Her office is on the second floor, room 202. C: The Operations Department is on the top
When you come out of the lift, tum left. Then, turn right. floor, so we'll take the lift
Room 202 is the second room on your left, just after the
kitchen. If you're early, go to the cafetera next to her Read the dialogues in Exercise 2 again. Then
office on the other side. write T (true) or F (false) next to each statement.
Yours sincerely, - Mr Chandler's office s on Ine fourih flocr,
Lisa Jones next to the lift.
— 2. The onty way to get to the other floorsof the
bullding is in the lift.
.... 3. There are tcilets on the ground fivor,
4. Mrs Lancy likes the offices
.5. Mrs Lanoy wants a cup of coffee before
the meeting.
6. Amy is taking Mrs Landy to the ground fioor.

d, Room 204 1. Kitchen

e. Cafetería g. Tollets
 Working with Vocabulary O: *) 0% Complete
the sentences accordingto
the floor plans below. Then listen and check
IC/IS | VOCABULARY PRESENTATION your answers.
O: . Go up the stairs to the first flcor. The

a
Complete the sentences with the words below. E is on your left
reception + ground floor + lobby + top floor 2 The...
aisrapaos aupmeci ent a is on the fst floor,
conference room + corridor + warehouse opposite the lift.
cafeteria + car park + tollets + kitchen 3, When you á 804, tum left. Go

ys past Human Resources and you'll find the

1. There are a lol of people coming to the — cropeeronesasmnesneenesos ON YOUP FIQht.
eos Ls - 4. Take the It to the s»xth ficor, then turn right.
2. You ga into a building on the ...........—.—.———————— Room 602 will be on your ríght. It's between
3. There are men's and women's ...........—....—.————— POOMS rmmaacinnsaconsaonónoninióneo DD ss jo
on every floor of he bullang. 5. Teke the ft to the fist floor. Tum right end
4, You can buy sandwiches in the ................———————.— go straight. The . E. is
5. There's a lovely view of the city from the at the end of the coridor.
ranma of the building. E, Go up to the sxth foor. Come out of the fift
6. YMen you arrive at the building, first go to and goMED Turn left and the
— in the . are on the right.
to get your visitors pass.
7, You can make yourself a cup of coffes in the “Toilers”— Redio 102
DOTAE Y

8. There are nunireda ofe on the sheives

in the company... .
9. If you are ditng, there's a.....—..————. SA
opposite the building.
10. Walk all the way to the end of the
. and then tum left
11. We keep office supplies, such
as paper, folders
and staplers, n the...

O: Match the words in A to their opposites in B.

A B
1, un ....A. behind
2. enter .. E. EX
3, tum right — €. down
4, in tront af ....O. tum left

— Workin pairs. You have got an incomplete

Tip! floor plan of the Sth floor. In turns, give
In the UK, you enter a building on the your partner directions from one place to
ground floor and you go up to the first enciher end complete your floor plan.
floor. in the US, you enter a building on the Student A: Use the ficor plan on page 104.
first floor and go up to the second floor. Student B: Use the ficor plan on page 120,
—
 Office
Routines
o > Getting Started: Vocabulary (page 141)
6) | 07 Read the job advertisement.
Write T (true)
or F (false) next to each statement below.
Copy the phrases that gave you the answers.
AZ 4) 05 A manager,
Mr Robbins, is talking
to his
CONNECTED.JOBS
new administrative assistant. Listen to the
dialogue and complete the sentences with
Ml Administrative Assistant
the correct words from the dialogue.
- StarOrb Corporation + Swindon, United Kingdom
1. When visitors arrive, Kate must ask If they want
57 applicants a POETA,
(O Fulktime (Monday to Friday, 9.00 am to 5.00 pm) 2. In the log, she needs to include the time the visitor
En Office-based QTIVES, cccrnainnnnanainanecacanas NO / SHE I5 VISTNZ aNO
the time he / she leaves.
ANI 250+ employees 3. When the visitor leaves, Kate must make sure
Responsibilities: that he / she returns the. e
* Telephone: answering incoming calls, screening cali, 4. One of Kate's duties is to check what office
taking and delivering messages supples they have every
* Correspondence: distributing incoming mail, sending 5. Mr Robbins needs Kate to help erganise a meeting
e-mails, updating mailing lists for next Thursday at .......... 5
* Meetings: scheduling meetings, typing agendas, taking
minutes, assisting in preparing presentations budget review meeting.
Candidates must be proficient in:
Microsoft Word, PowerPoint and Excel; Data entry; Desk 3 Combine the words in group A with the words
research in B to make phrases. Then use the phrases to

| complete the sentences.

A: at + book + in + keep + set + when + responsible
B: for + charge + all + alog + a room + up + necessary

— 1. will talk to clients who phone the company

— 2. will give people items that arrive by post

— 3. won't attend meetings 5, You should order new supplies

....4. MUSt be flexible about working hours 6. "mail

7: OUEN Lia for this month's
budget review meeting, pilcase?
— 9. MUS know how to use word-processing
software

——6. ill never have to werk with spreadsheets

=—.7. Must be able to find infornation on the Intemet
There are many ways to make polite requests in
English. Using Could or Would is more polite than
using Can.
Could you please e-mail the agenda to everyone?
Would you please e-mail the agenda to everyone?
Can you please e-mail the agenda to everyone?

Work in pairs. Write a dialogue similar to

the one in Exercise 2 using the phrases
from Exercise 3. Practise your dialogue.
 Working with Vocabulary [7 Y Circle the correct response.
!. Please keep a log of any visitors.
IC/18 ) vocaBuLARY PRESENTATION a, Do includs vho they have come to see?

O: Match each of the sentences in A with the b. Should | distribute it now?

logical continuation in B. 2, Do you have experience in using spreadsheets?
1, We send alot of e-mails
every day. a, Yes. In my last job, | often went to meetings to
take thom
| spend alot of my day doing data entry.
b, Yes. In my last job, | used them to keep track of
2onN

, 'd like you to conduct some desk research.

Could you please take minutes a! today's
meeting?
5. Can you deliver a message to Mrs Ryan for me?
6. Can you update the mailing list for our
department, please?
.— A. We need a record of everything we discuss
today.
.— b. We need to keep the database complete.
..... C. We need to add some new customers.
mea. O. It's probably the mest commen form of
communication.
..... 8. She needs to call Smon Harris urgenttty.
ve E. 1 want you to find out which countries have the
fastest-growing economias.
expenses and budgets.
3. What should you always say when you answer
incoming calls?
a. Say a greeting, the name of the company and
the words 'How can 1 hep you'?
b. Ask them if they vant a drink.
4, Are your word processing skills good?
a. Yes, they are. | often talk to customers on the
phone.
b. Yes, they are, | often have to write reports for
senor management.
5. Can you type the agenda in an e-mail and send it
ul, please?
a, Of course. 1'!l put it with the incoming mail.
b. Of course. Who is going to the meeting?

O: Complete the sentences with the correct verb 7 <= A senior administrative assistant and
below. a junior administrative assistant are talking.
distribute + keep + prepare + receive + schedule Listen to the dialogue and tick (/) the tasks that
screen the junior administrative assistant is going to do
1. YOU .ennnncoeenan enema VWÍECK Of OU Office SUPPIES today.
SO that we don't run cut of anything .... 1. receive a visitor
2. Pigase ...........—.———————.. My Calis carefully - 2. Schedule meetings
I'm very busy, and | don't have time to talk to .. 3. type agendas
everyone who calis.
4. update a mailing list
3. Could you ... a Meeting for
5. take minutes
tomorrow al 18 conference room,
please? 6. prepare a presentation

4, When you visitors, it's very 7. file documents

important to make them feel welcome.
5. PIRASE r.cuccionsciacimanancaneness E NCOMINZG Mail as
soon as possible in case there's anything urgent.
6, Can you help me to ..............—..——————.. is
presentation? | need to finó some images for the
slides
8. take an inventery of office supplies
9. order office supplies
Work in pairs. Write a dialogue similar
to the one in Exercise 7 in which a
senior administrative assistant tells a
Junior administrative assistant to do the
things that you didn't tick in Exercise 7.
Practise your dialogue.
a Purchasing Office Equipment
> cetiing started: Vocabulary
(age 747) o: *) 11 A junior administrative assistant (A) is
telling a co-worker (B) what office supplies he
needs to order. Listen to the dialogueand fill
in the missing words.
A: Helo, Leon. Mrs Jackson asked if you could order
some office supplies.
B: Sure, Janice. What would you like me to order?
Thank you sor enquiry regarding pricing information.
Hare is A E .... packets
of ten
our quote: a REE highighters. One” ..... and one
yellow. Do you know how much they cost?
Quantity Price per unit
B: | think it's a Ittlo under £6 per pack.
Att
4-drawerfil
| £101.79 £1,017.90: A: OK. We also need a dozen staplers.
Projector 5 £545.00 £2,725.00: B: Which type do you want? They have ones that
1 | staple Up 102. rumana sheets — they are
A = : í Te about £8 each — or ones that can stapie up lo 150
st 4 £5.460.00 £21,840.00 sheats.
| Mobile Pedestal | 5 || £140.00— 1 £700.00 | o. How much are they?
A:
Quote date: Subtotal £26,81456: hey re aho * ——— ea.
4h August, 2023 VAT 20% £5,36291 A: E SUENA
Delivery date: f E: | B: Sure. ls there anything else we need?
16th August, 2023 [06 a A: Yes. We need 100'* ..............———m—— .
As ycu are a new customer, They aren't expensive, are they?
we woyd like to make you B: No. A pack of tenís only £11.
a special
offer. If you A: Great. That's everything. When will our order
confirm this order within arrive?
frve days, we val give you
B: Its not *.. _ ... YBL, SO ¡f | do the order
a dscountof 15% cn he
now, ¡t should be here by 11.00 tomorrow

Read the dialogue in Exercise 2 again and write

T (true), F (false) or DS (doesn't say) next to
each statement.
1. Mrs Jackson is the Senior Office Administrator.
2. They need a total of 20 highiighters.
1. Who would like to order the equipment? 3. They can get al of the highlighters that they
need for less than £6.
2. Has he ordered equipment from this company in .... 4. They need 12staplers.
the past? .... 5. Janice thinks that the large staplers
are too
expensive.
3. How many fáng cabinets does he need? . . 6. They have run out of writing pads.
.. 7. The writing pads cost £1 ssch,
4. How much does one shredder cost? .... 8. INhey order before midday today, they should
get ther supplies by 11.00 tomorrow.
5. What type of photocopiers
does he need?

6. What special offer will he get if he places his order

before 9th August?

Look at the websites of three office

equipment suppliers. Compare the prices of
the items in Exercise 1. Which website offers
the best price for the whole order?
 Working with Vocabulary O: Match the words and phrases in A to their
definitions in B.
(1C/IS ) VocABULARY PRESENTATION A
1. prica per unit
Look at the pictures. Match the phrases
in A to the office supplies
in B. 2. subtotal
3. shipping cost
4. involcs
5, defvery
6. quality

B
.. 8. getting items to a customer
b. how good something is
ma. C, NOW MUCh each item costs
.. d. a document which lists the items that were
ordered and their prices
. 6. the price of all the items ordered, not including
tax
... f, the price of sending items to a customer

4. aparof ue d. sticky tape 7 *) 1: The words and phrases in bold are in the
5. a boxof . e. highiighters wrong sentences. Write them next to the correct
sentences. Then listen and check your answers.
e,
medi 1. l've run low on printing paper. | haven't
got any.
How often do you use the office ”
supplies in Exercise 4? What do 2, Discount must be made within two weeks of
you use them for? receiving
the order, ...............
3. MI give you a 20% quantity.

O: Complete the sentences with the words below. 4. How much has he run out of you lor all the office
SUPPles”? .......—.—————
desktop + shredder + laptop + filing cabinet
photocopier + recycling bin + pen drive 5. Sinca you are a new customer, I'm giving
you
a payment — two for the price of one.
projector + scanner + pedestal
1. | travel for work a lot, so | need a
rather than a ...........—..—n..csn.... .. computer.
l've charged paper clips. | haven't got encugh.
2, Mrs Gregson wants 20 copies of this document,
7, H you order a large special offer, you'll
get a better
but he Ss broken
3. We stil keep some paper documents in this

4. | need to show some charts in my presentation,

50 please book a room with al ....—e————————.———
in my office to
put copies of these old paper contracts into the
database.
6. Please use the rimin mnincin nenes 1) dESTOy these
documents — they contain confidential information.
7. Make sure you put your rubbish in the correct

8. Put the PowerPoint an a .....—.——.—.—.————.

so | can plug it into the laptop vahen | give my
presentation.
9. | keep a few files, some pens and my laptop bag
 Review l

Reading
[-] “) 1] Read the e-mail, Write T (true), F (false) or DS (doesn't say) next to each statement below.
Correct the false sentences.

To: Cray Peters

From Victoria Helman
Subject Now cb

Dear Crag,
Congratulations on getting the ¡ob weh us here at Gregson's Bakeries.
As your line manager, | would usually be there to go over things with you on your first day, but | am off
today, so 1'I explain a bit in this e-mail and then talk to you tomomow.,
As the Junior Acministrative Assistant, you will be responsible for doing photeccoying, receving visters,
shováng them around, checking the office supples inventory, helping to schedule meetings and taking
minutes, Later on, as you become more experienced in the role, you will take on some accounting
| responsbiities
as wel.
As you know by now, our desks are on the second floor. There is a kitchen cprosite the ts. The tolets
are at the end of the comdor past the conference room, The cateteria is on the ground ficor,
We work closely with the HA Department cn the third ficos. 1 have set up a meeting for you viith the
Personnel Manager, Paula Sváit, at 10.30, She vants to talk to ycu about
a few things she would like you to do. The meeting is in her office — room
323 [when you come out of the lit, tum left and her office is next to the
photocopers).
After your meeting with Paula, please check hat we have in cur
stationery cupboard (there's a Est of vhat should be there an
the door) and then go to the stockroom cn the first flocr to get
anything that we need.
Atone o'clock, you need to meet the olher new staft in reception
ter a tour of he building with Graham Moore. Alter that, Elie
Morrison from HR wil tel you some important information in the
conference room an the second floor about company
y policy, Ike stafl benefits and how to take holiday.
| Finaly, can you send an e-mail to the “All Starr"
| mailng st to introduce yourself to everyone? a
1 think has all for today. 11 see you o:
tomorrow.
Good luca
Victoria

— $. Today is Craig's
first day, 7. There isn't encugh stationery in the cupboard,
so Cralg needs to get some more.
unes 2 Victoria is too busy to tak to Craig today. Mr e e e e
... 8. Graham
Moore is going to show the new
.—. 3, Craig wil take notes of what people say In employees around the building.
¿-
[1)-- o
—. 9. HR will talk to the nevs employees tomoarrov.
ea.4, Craig won't have any accounting La ....
responsibilities at first. —— 10. All new employees have to send an e-mail
introducing themsetves to the rest of the staff,

..... 8. Paula Swift wants Craig to do some

photecopying for her,
 Writing
O: Imagine that you are Craig. Write his e-mail
introducing himself to the rest of the staff.
Invent any extra details that you need.
Speaking
CJ Work in pairs. Write a conversation similar
to the one in Exercise 3 that includes the
words and phrases below. Practise your
new dialogue.

Useful 3 o'clock + 4th floor » conference room

Language corridor + meeting with Brenda Hitchins
opposite + room 713 + toilets
My names ....
lama new / the new... .
I'm from .... Listening
My previous job was... .
*) 15 Fiona and Paul are talking. Listen to the
l used to work at ....
dialogue and complete each sentence with
I'm very excited about coming to work at .... words from the dialogue.
I'm looking forward to meeting and working 1. Fiona is showing Paul how to
with all of you.
Best wishes, 2. Fiona says that the system is good for making
sure they don't .
anything.
3, They have atready
of what they have.
Listening 4. They have to order ten
—
*) 14 Sarah is talking to the receptionist at
Brightside Windows. Listen to the dialogue
5. They need to order a laptop for the
and circle the correct answer.
1. Sarah has a job interview at 12 o'clock / 6. They also need to order
2 o'clock.
2, Sarah is going to be nterviewed
by one person / for the sales reps,
two people.
The IT department has asked
s,

3. Sarah is being interviewed for the job of Fiona to order

accounts assistant / administrative assistant,
4, Room EB £s on the first / third floor. for the conference room.
To find room 6B, Sarah will need to tun left /
Lo!

right vshen she comes out of the lft.

6. The receptionist directs Sarah to the tollets
Speaking
opposite / up the stairs,
CJ Work in pairs. You are both administrative
. The reception desk is on a different floor from / assistants. You have each got the office
|

the same floor as the cafeteria,
supplies orders for a department at your
company and you have each found a different
supplier.
Student A: Tun to page 104,
Student B: Tum to page 120.
Combine your stationery orders and work out
which supplier is cheaper.
 Using
Voicemail

STARE_— !
From: Luey Fordes : E Tip! —
Subect: Ney vocemal service y o 5

To all employees, PIN = personal identification number

We have got a new voicemail service, and we
want everyone to learn how to use it. The emplo don't |
Over the next two weeks, Kim from the IT
Department is going to call each of you to
arrange a suitable time for a short training
session (about 15 minutes). She is going to
show you how to retrieve, replay, save and
delete messages. She is also going to give
you your own PIN.
If thereare any problems, please contact me.
Lucy Forbes
Head
of IT

*0 17 Kim from the IT Department is showing

Sebastian how to use the new voicemail
service. Listen to the dialogue. Then complete
Sebastian's e-mail to his colleague James.

* = star/ asterisk
Helo James, 1504 = one-five-ohhash
THhope you had a mos holiday. Don't worry about missing 1554 = one-double five-hash
the training— the new vokcemail system is really easy.

a rai pea daa Aros

First, ask NIT to send youa '

and check your answers.

1. How do 1 check / open my incoming messages?
2. First. enter / write your PIN,
you van to keep the message or” «xr. 3, How's / What's
my PIN?
Ts 4. What do | do before / after that?
ofa message, press * ..............—.—.———.— , And to rewind,
[DIM NA 5. Then press / type 1.
You can check your messages from any phone if you are 6, Can / Could | fast forward or rewind messages?
Out of the office. To do that, ring your office number and 7. Where / When !t goes to voloemail, press * and
wait until 4 goes to voicemail. Then you press then enter your PIN,
10 ereceremenmeneraanns BNÍ ENIEr your PIN,
Let me know if you have any questions, or you can call
Kim — she's very helpful.
Best wishes,
Sebastian
 Working with Vocabulary [2 2 *) 1£ Julie wants to record some outgoing
messages
on her voicemail. Tom from
the IT
(IC/18 ) VOCABULARY PRESENTATION Department is helping her. Listen to the dialogue
and circle the correct answer.
Match the words and phrases in A to the 1, First of al, Julis enters her ... .
definitionsin B. E. nuño

A b. PIN
5 outgoing » “== e, 0utgong message
eta Bi 2. To record a daytime message, Julie needs to
3. volume choose ....
4, fast forvard a. the number 1
5. rewing b. the number 2
B C. daytime message
- 8. how loud or quiet somethingis 3. Julie should prass
3 ... her message.
— b. goto an earlier part of a recording a. before
she writes
... C. what a caller hears when he / she reaches your b. when she begíns recording

volcemal C, when
she finishes recording
... d. goto a later pan of a recording 4. To her: ehor sho reviews it: sho
.. 6. recordings people leave for you when
you should press the number ....
don't answer the phone 24

5 Replace the words and phrases in bold with the b.5

correct word below. c, 9
dial + location + re-record + retrieve + save + silent 5. If there is an emergencyat night, —
1. | don't usualiy keep veicamail messages. | rarely the caller should... - 00
need to listen to them again, a, call back
2. Canl| get voicemail messages from any place? b. press 9 er 5 [oro]
3. When you enter a phone number, be careful to C, press *
get
it right.
4. | didn't want to be disturbed, so my phone was
set to not make any sound,
5. If you want to changeyour outgoing message, Work in pairs. You both work at
press 1. -Jamieson's Electronics (business hours
9.30 am to 5.30 pm Monday to Friday).
The words in bold are in the wrong sentences. “Student Department
Write them next to the correct sentences. pd ice ni
1. I'm going to put you en headset so that everyone “outgong voicemail:
ica mp
2. If you call someone often, you should add him /
Student B: You work in the IT Department.
Follow the flow chart on page 105 and act
herto your receiver... ..— “out the conversation.
3, You shoud replay messages that
you don't
need, so that your vorcemail doesn't gel full.

4. If you need to delete somsone about something

== It's better to call than send an e-mail.

5. In most ofiices today, most people wear

a loudspeaker
so they can keep working when
they recelve
a call. .........—..—————————
6. Vhen the phone rings, all you have to do is pick
up the PIN... cs
LA Coui yu contact message? 1 ant
understand what she means... a
8. A máchensoormoblenhons: seu
to sión has four digits,
1 Using the Intranet
Ycetinastaroa: Vocabulay (age 142) )
1 =119 Read the e-mail. Write T (true) or F (false)
next to each statement below.

To: <naw employees>

Rom department
Subject: trane:
A special character is anything
To all new employees, on a keyboard that isn't a letter
Welcome
ta the company! or a number: 4, $, 4, €, etc,
Here are instructions for logging into the company intranet.
To register: o “1 2 Sandra (A) is asking Jackie (B) for some
1. Dovble-cick an the company icon cn your desktop. help putting something on the intranet. Listen to
2. Enter your usemame and create a password. — the dialogue and circle the correct answer.
Your password should include: — A: Jackie, can you havea *-l0 k at / read of this report
* at least 8 characters Mr Bryant asked me to put on the intranet? Do you
* letters (upper-case and lower-case) think it's OK?
* numbers B: Sure, Sandra. Well, what you have ? done / written
is fine, The heading says exactiy what it is about.
* special characters
The flow chart
you have embeddod
is clear. But
3. Click on the link n the e-mail you | would move this paragraph to the beginning.
receve to activate your account.
A: OK. N 1 cut and paste that.
Notes: B: Also, | think you should bold the key dates.
1. Never share your password with anyone, including other For most people, that will be the most * important /
company employees. interesting information.
2. Don't write your password down where other people A: Gocd idea. Should | bold the names of the
might
ses it * departments / people involved in the project, too?
3. Don't use the same password that you usa for other B: | think you should underline them so that they are
accounts. different from the dates.
If you have any problems logging into the intranet, please A: Good point. What about the font? Is it big
log e ticket with the IT Department by double-ciickingon enough?
the IT icon on your desktop and then filling in the form.
We can usually resolve any issues within 24 hours. B: Yes, it's * fine / good.
A: Great. N'!| postit on the intranet now.
Kevin Jackson 8: Don't forget to choose the correct tags for it.
IT Depariment |hink this one should have the tags "HR" and
"flexible working”.
A: Ah, yes. That will helo people to * ind /
. 1. The e-mail is for people who are new to the understand it, Thanks,
company.
—. 2. They need to click once on the icon to open Read the dialogue in Exercise 2 again. Then
the intranet. tick (7) the things that Jackie suggests doing.
.— 3. The company will give hem a password. — $. changing
he heading
... 4. The password NhJ478L would be suitable. ... 2. Moving some text to a difierent place
9, They will need to open theír e-mail to complete . 3. using bold for when important things are
!he process. happening
... 5. They must keep their password a secret from ... 4. use different styles for the names and the dates
everyone. ... 5. making tha size of the font bigger
.—. 7. They can call the IT Department 24 hours ... 6. labelling the report with information
on what it
a day if they have any problems. is about

Go online and find advantages and disadvantages

of a company intranet for employees.
Working with Vocabulary [7 Match the words in A to their definitions in B.
A
VOCABULARY PRESENTATION sm. —
Write the correct word under each picture. 2. log out 7. post
bold + flow chart + cut + strikethrough + italics 3. font 8. comment
lower-case letters + underline + password + paste 4. paragrapn 9. homepage
upper-Case letters + copy + useraam 5. double-click-— 10. desktop
B
the style used for letters, numbers, etc.

am A45S*nnY e leave a computer system or online account

press the button on the mouse twice quickly
, —d. a small picture
or symbol
. 6, a group of sentences on the same topic
1....usemame._... DESEE CNT O write your opinion about something 1nat
appears on a website
. the working area of a computer screen
with icons
. pUt a Message or other information onto
a website
— . | access a computer system or online account
— | thefirst page ofa website with links to the other
sections

Look at the page from a report on the intranet.

Write the correct letter next to each word.
.— 4. row
.- 5, bullet
... 6. cell

E L
Your Turn q»
m—
se
rk in: s.
 [ - Started: Vocabulary (page 143) )
o 1 =)71 Read the page from the company Intranet.
Write T (true), F (false) or DS (doesn't say) next
to each statement below. Copy the phrases that
gave you the answers.
2 «17 The manager
of the mallroom, Miss Harris,
is talking to a new clerk, Richard, about the
process for handling outgoing mail. Listen to
the dislogue and put the stages in the order that
they talk about them.
.... 8. how to organise the outgoing mail

9 Handling Incoming Mail | b. where to take the outgoing mail

....C. what type of postage to use
It is the responsibility of our team of administrative .... d. what to check for each letter
assistants to handle the incoming mail. The quick and €, where to get the outgoing mail from
accurate distribution of incoming mail is very important
...f. how to check the postcode
for the smooth running of our company. Please follow
these procedures when handling the incoming mail.

a. Make two piles of mail: one with anything marked

“Private” or "Confidential" on It and one with the rest. | Inthe UK, first-class post is for next
day delivery and second-class post
b. Open the mail that does NOT have 'Private" or
usually takes two or three days.
“Confidential”on it and stamp each document with the
correct date.
Cc. Document the mail in the mail log. Put the date and
list the sender's name and address and the recipient's 3 4) 2 Put the words in the correct order to form
name. sentences from the dialoguein Exercise2.
d. Sort the mail according to váhich departmentor Then listen again and check your answers.
person it needs to go to. 1, mail / collect / First, / the / you
e. Distribute the mail by leaving it in each department's
mail basket. Any mail marked 'Confidential" or "Private"
2. all / the/ Check / items / of
must be given directly to the recipient,

3. sure / are / Make / all / signed / letters

————]—— e) —
4. address / the / postcode / thet / Check / the /
—. 1. Slow distribution
of Incoming mail costs he includes/ correct
company money.

.. 2. Only one of the administrative assistants has the 5. envelopes

/ weigh / You / the
responsibilityof desiing with the incoming mai.
6. documents / be / All / by / legal / must / post /
.. 3, An administrative assistant should open all of the sent / registered
mail and stamp the date on it.

... 4, An administrative
assistant needs to keep
a record of when he mail arrived, who sent it and
who
It is for,
Work in pairs. Use the sentences
from Exercise 3 to write a dialogue
—. 5. An administrative assistant should leave all of the
similar to the one in Exercise2.
mail for each person and department in the same Practise your new dialogue.
place.
Working with Vocabulary
IC/IS | VOCABULARY PRESENTATION
Complete the sentences with the words below.
bill + contract + delivery + junk mail + subscription
1. We put through the shredder all the
arconnononnnnnannnos NAL WE receive and use it instead
of bubble verap.
2, | SCANNEÍ NE -....—emmmmeomrnnenases: Efter | signed it and
sent it by e-mai.
3. Theres a... nas FOL YOU, ltS a very large
box — what
4.A oniiiinnnnns armived from our electricity
suopíer today —it's for over £200!
5. have a... Tor a music magazine for
one year —| receive a paper version every month.
Tick (/) the pairs of sentences
with similar
meaning.
— 1. a. I've documented today's mai.
b. I've opened the mail.
.... 2, 8. The postage for this letter is £1.28.
b. It costs £1.28 to send this letter.
.... 3, a. This mail is domestic.
b. This mail is going out of the country.
— 4. a. The letter reached íts destination.
b. The recipient got the letter.
.. 5. a. Mr Ross signed his letter.
b. Mr Ross wrote his name at the end of
his letter.
6. a. | stamped al the letters with today's date.
b, | sent all the letters today.
—. 7. a. The package weighs 2.5 kilos.
b. The welght of the package is 2.5 kilos.
.... 8, a. This letter has got two enclosures,
b. Two other decuments are in the same
envelope as this letter.
The words and phrases in bold are in the wrong
sentences. Write them next to the correct
sentences.
1. It takes longer for registered post to arrive, as It
is coming frem another cOUNtry. «me.
2, When you write a letter to someone, you are the
postcode. aoioj
3. | sort the outgong mai from every department
twice a day......
4. Itis important to list the detailsof all the incoming
mail Ín 1he sender. ....—....————
5. We collect the incoming mail before we distribute
it to the depariments. ......————————
6, If you use international mail, you get an e-mail
to confirm that your item has been delivered,
REA AS VIO EIRA
7, Can you look up the mail log for 27a Carnaby
Street in London for me? ........rmr2roc——.—enm.—..... _
[2 “4 2: Two mailroom clerks are talking about
handling incoming mail. Listen to the dialogue
and tick (7) the topics they discuss.
— 1. sorng mail efficiently
=- 2. stampng mai
=- 3. throwing envelopes away
-— 4. documenting mail
=-. 5. writing an address correctiy
— 6. opening confidential mai
-— 7. letters for more than
MANN
.
What are the common abbreviations
used in
addresses for these different types of streets?
Street + Road + Avenue + Boulevard + Lane
Work in pairs.
Student A: You are a new Junior
Administrative Assistant.
Student B: You are a Senior
Administrative Assistant.
Follow the flow chart on page 106
and act out the conversation.
19
a Using a Courier Service
setting started: Vocabulary (pago 143) )
[7 “0 2: Read the waybill. Complete the sentences.
—
== SPEEDY SERVICES
Tel: 1632 496 0384

Sender's name: [Ronald Green — | Collected by courier: 57 Vaca tae dde

Date: 57272077 Time:
TOD EM Sender's signature: dl Ge g00dsis
2. The recipient is located in
Tha ¿00d wea otacias bra cum ar.
No. of parcels: 9 Item type: [Cómputer parts” Total weight: 179% i RS A
Item — Length Width Height weight 5. Allthe together
nio e weigh
Laa EEG
2. Nam Bem' Mom 1749
CoN LN e
7. Speedy Services must make sure the parcels
Special Instructions: are kept ...... - . and away from
handie with care ?” keep dry keep away from heat ENT TE
Recelver's name: [Pamela Harkins 8. E
Date: 57277073 Time: M007A" Receiver's signature: [27 Mae ”

2 “75 The shipping manager (A) is training a new shipping clerk (B). Complete the
dialogue with the words below. Then listen to the dialogue and check your answers.
print » fragile + measure + online + forms « website
A: You are responsible for erganising
the shipment of A: We use an”. a to create
gocds. This includes preparing packages, filingin our wayoills. ts cald on lts Way. You fillin
the necessary * ........ . and any other the form the e, iahóae yola ho 9 ag o
paperwork, and tracióng shipments. a moment,
B: How do | prepare packages? B: OK. How do | track the shipments?
A: First, you must put the goods in a box. Any A: PO
o eo a items need extra protection, nee — A gives regular updates
such as bubble wrap. Then weigh and of ne package's exact location.
* emmm EACh Package
B: Do | label the packages?
A: Yes, you must attach our company label and Both the metric system and the
any relevant special instruction labels. Aways imperial system are used in the UK,
* EE a label with the recipient's Imperial Metric
address -— don't write it by hand.
B: Right. What about the forms?
1 ounce = 28.350
! grams
1 pound 0.4563 kilograms

n
o: Read the dialogue in Exercise 2 again and copy O *) 2 Circle the correct answer. Then listen
and
the sentences that have got the same meaning check your answers.
as the sentences below. 1. You label / measure something to check how
1. Pack the Items. long it is.
2, You use bubble wrap / paperwork to prevent
2. Check how heavy and big each package is. an item from breaking.
3, You must track / inspect each package carefully
belore it is sent.
3. Create a label with the details of its destination.
4. Did all the items arrive in good condition /
special instructions?
4. We make the forms we need en a website.
5. Use that nice paper to mark / wrap the gifts.
6, According to the tracking update / waybill,
5. How can | find cut vere the packages are? the shipment is 30 kilometres from Miami.
7. | wanted
to know how high the package
was,
$0 | measured its width / height.
What are the advantages and disadvantages “e” 8. | needed to know hav heavy the package was,
of using a courier service compared with using so | checked its length / weight
the normal postal service?
[> Y Complete the sentences with the words below.
insure + forms + signature + pick up + parcel
1: PESO YOU main aa electronically to
“Work in pairs. Practise the dialogue in Exercise 2. Confrm that you have received the defivery.
Pay attention to the expressions In colour.
2. What's inside this _....................—........ ? It's very
heavy.
3. Whereis the courier? He must ......2.2—.—.enme—.em.m.—
Working with Vocabulary the packages soon because we close in an hour,
VOCABULARY PRESENTATION 4. There are a lot Of ........—————— — 10 fill QU
in order to make sure the goods clear customs,
O: Circle the TWO correct answers. 5, You must : the shipment in case
1. You can send a shipment of ... using a courier R gets lost or damaged.
service,
a. books b. messages — c. clothes
2. You can use ... to glve the length of something.
a, metres b. centimetres — c. kilograms
3. Acourieris a... that transports items, Student A: are a manager. Tum to page
106
a. vehicle b. person Cc, company and give the mailroom clerk instructions on how
to send thres items.
4. A... is an example of something fragile.
a. bottle b. vase Cc. shirt Student B: You are a mairoom clerk. A manager
is glving you mailing instructicns. Ask questions
5 Write the correct phrase under each label. to complete the chart on page 121.
handle with care + keep dry + keep away from heat
this way up

Le = 1
 Review 2

Reading
[7 4) 77 Read the e-mail. Answer the questions
below.

STAN
From Tama Harrington
Subject Outgong voicemail messages

Dear all,
It has come to my attention that some of the outgoing
messages that people have recorded on their company
volcemails aren'tas helpful or professional
as they should be.
In some cases, people have forgotten to say their name. lt is
vital that you say who you are, your job title and the name
of the company at the start of your message.
You should also say why you aren't answering the person's
call. Please apologise for not answering and say that you are
either away from your desk or on another call. If you go on
holiday, you must record a message that tells the caller when
you will be back. 1f appropriate,you can also give the name of
someone else that the caller can contact while you are away
from
the office.
Your outgoing message should also say when you will call the
person back, Make this as short a time as possible, but keep it
realistic. We don't want to make promises that we then break.
Finish by asking the caller to leave a message that includes
his / her name and number and the reason why he / she is
caling.
I would be very grateful ¡f you could all review your voicemail
spin
messages and, if necessary, re-record them so that they
Writing
iti

Best wishes, 2 Write an e-mail to a colleague explaining

Tanya Harrington how to use the voicemail system.
Head of Sales Include:
* how to log onto the phone
* how to listen to messages
1. What two problems has Tanya Harrington identified e how to replay ñ
with manyof the outgoíng voicemail messages? ¡a
NT ID NA * how to delete or save messages

2. What information does Tanya want the employees SOCIO CON UNO message
to include at the beginning of their message?

3. What information do the employees ahways have to

give
in their message
when they are on holiday? To log on to your phone, you need to...

4, What information is optional in a voicemail message

while he employees are on holiday? J v 1
In order to recordan outgoing message,
5, Why might it be a bad idea to say in your message you have to ..... NU
that you'll cal the person back mmediately? MW you have any questions, ... .

6. What information shoud the employees ask the

caller to give?
A

Listening Listening

9: *)
to
72 An employee, Felicity, is talking on the phone
Mike, who works in the IT Department. Listen
“) 5 Eleanor is explaining how to send outgoing
mail to Chris, a new mailroom clerk. Listen to
to the dialogue and write T (true) or F (false) next
to each statement.
— 1, lt is Felicity's frst day at the company. 1. They often send ..........22o2.22mmm—cnnenóneiss items to
.— 2. Felicity is the frst person Mike has ever had to customers, so they need to pack them with care.
help with this problem. MA AN... PER —...... When they are
3, It's not easy to see the icon for the intranet. sending products that can break easily.
... 4. Felicity needs to vrite her username in 3. Envelopes and sticky tape are kept in the
capital letters,
.— 5. Felicity has to think of a new password for 4. They alvays put the ........—————— IN he box
he intranet, along with the items that the customer ordered.
5. A contract,
Sor example, would need to ba sent
DT EN
Speaking 6. The courier company that they use has an online

o:
acia DI,
CJ Work in pairs.
Student A: You work in the IT Department.
Student B: You are a new employee calling the 1 Speaking
Department for help accessing the compary intranet.
Follow the flow chart and act out the
O Oworkin pairs. Follow the instructionsfor
Da ti your role and act out the dialogue.
Student A: You are a nev mairoom clerk. Ask
[ Student A: Greet Student E. ] questions about the company's systems for
y outgoing mail and completa the table.

MINI 0 first step? All deliveries:

| Student A: Double-click yellow star icon. | e ANO e

| Student B: Where?
7 |

| Student A: On desktop. ]
Y A

y
y
|_StudentA: Select department name. Enter usemame. | pene niente pra momo meme
v
Student B: a usemame? Student B: You are a mailroom clerk. Answer the
| od E T - | new emplayee's questions aboul mailng precedures
at your company. Use the information below.
Student A: Sumame and first letter of first name — 1. All the orders sent to customers must have the
DO SPacO. T Ínvolce in the box.
2, Check that the correct item is being delivered and
|_Student
B: Need a password? | check the address before sealing 1he box.
La 3, Fragile defiveries must be wrapped in bubble
| StudentA: Fist time use Welcome123. Then reset — | wrap before going into a box wilh a label saying
v "Fragile".
[ Student B: Thank Student A. ] 4, Legal documents to be sent by registered post.
5. Advertisements, etc. to be sent by reguíar post
(2nd class).
A: What procedures do 1 have to follow for 1he
outgoing mail?
8: Well, for al of he mail, you neeg
to ...
[> E Getting Started: Vocabulary (page 144) )
[7 =) » Read the shipping order. Write T (true) or F (false) next to each statement below.

Shipping Order No. 1245/22

St Murrin, Grove Lane, Cherwell, Essex 1G7 6JD, United Kingdom Date of Shipment: 14th November, 7073

Company Name: Wilson Microsystems Ltc Company Name: LectrumGroup

Contact Name: Margaret Brennan Contact Name: Emilio Vinuesa del Corral
Telephone Number (Business hours): 01632 496 5679 Telephone Number (Business hours): (34) 947 456 5680
Street Address: 25 Mosley Street Street Address: 190 Vitoria Street
City — Province / State [ Country Postcade City — Province / State Country Postcode
Hastings, East Sussex UK TN34 1RT Burgos Spain 09007
E-mail Address: margaretbrennanwilson.co.uk E-mail Address: vinuesadelcorralslectrumgroup.es
Place of Receipt (i different to sender's address) Port of Discharge (POD)
¡Shoreham Container Terminal Gljón Port :
Portof Loading (POL) Scheduled Vessel Place of Delivery Shipping Term
Shoreham Port | Spirit of the Sea Y FOS

20' (foot) containers (FCL) — No. of Containers 2 Freight Charges £540

coments: books. Reference Number/s 1245/13/20/1-2
40" (foot) containers (FCL) — No. of Containers 3 Freight Charges £675
contents: books Reference Number/s 1245/13/40/1-3
| Terminal Handling Charges (THC) £154
Total Charges £1,369
SHIPPER'S DECLARATION
We warrant that the details of cargo declared above are correct.
2 [Logistics Manager)
Signature

SHIPPING ORDER (OFFICE COPY)

Shipment wracking Information avallable vía our website www.osukltd.co.nett

. 1. The shipper specialises in sending full contamers. -..4. The name of the vessel carrying the containers is
2. The shipper can send containers to other continents. listed.
a. 3. The Shipper will pick up the containers in Hastings. 5. The shipper only offers one size of containers.
— 6. Itis impossible
to track the shipment.

o 1) 1 The Shipping Manager (A) is talking to the CEO of his company (B)
about a new shipper. Listen to the dialogue and circle the correct answer.
1. They started using the naw shipper last month / week.
2. The shipper ís giving them a price that is 12% / 20% lower than normal for
shipments to Europe.
3. The shipper that they used before the new cena charged them £1,600 /
£2,600 for a shipment to Valencia
. You can find out where your shipment is by calling the shipper /
on a phone app.
Clare always speaks to a different / the same person at Safe Hands Shipping.
al
 5 Complete
the sentences
What are the different ways of shipping ”
with the correct word or phrase below.
goods? What are the advantages and
disadvantages of each? from + comes from + onto
will arrive
1, The workers load the cargo
POPE AE
Common abbreviations in the shipping 2. The workers unload the cargo -............—.7—.—.—.—..—..
industry are: the ship.
CY = Container Yard (containers delivered 3. The port ofEEC is where the cargo
at container yard)
FOB = Free On Board (containers delivered N The — of “ong is vhere the cargo

=>
on board ship without charge to the buyer)
FCL = Full Container Loads
Complete the sentences with the words and
LCL = Less than Container Loads
phrases below.
Can you find more abbreviations in the
shipping order in Exercise 1? free of charge + reliable + compete + loss
guarantee + free of damage + contact
1. How can a small business with
3 Complete the sentences from the dialogue with big international companies?
the words below. 2. Can you ....u...... auc ian NS ese goods will
damage + negotiate + problems + rates + shipments arrive at the destination before Saturday?
1. They're offering the best ........................ at the 3: Who oUr=> == in Miami — is it
moment. Paul Jones?
2. Did you manage to .....2z_—o7———e———————enmemm——— a discount 4. Did we receive our goods in perfect condition?
veith them? Were they 7?
3. The new company guarantees fast shipping and 5. Is this extra service ..... , or do we
the shipment to Valencia was completely free of need to pay?
6. What are we going to do about the
4, ea track their .. — of this cargo? We've got no
. Loss and duniego me tre bigest idea where it is!
sn

. Are they .......————«——— , Or have you had any

y

problems with shipments being late, damaged

Working with Vocabulary or lost?

VOCASULARY PRESENTATION 7 “)% The Shipping Operations

Manager of
a company is having a phone conversation with
o Circle the correct answer. the Sales Manager at Ocean Shipping. Listen to
1, A shipper transports / selis goods, their conversation and complete the sentences.
2, A freight container is a large metal box used for 1. Mrs Sullivan is ena to compiaín abcut the
transporting gocds / passengers, ... that they ve received.
3. A container terminal is located near ie sea / 2. Coi shipping is mE a discount of
an avport on shipping orders over
4, Volume is he seme as size / quality, £1,200.

5. The consignee is the person who sends / 3, Mr Becker emphasises that other companies
recenves the goods don't guarantee .. ; ke his
company does.
5. Worldwide sarvice is international / inca.
4, Ocean Shipping is planning to adopt a new
7. A vessel is a large
box / boat,
8. Cargo is transport / goods
9. Acompany's rates are ts prices / services
10. A quote is a definite / an estimated price:
Your Turn

Student A: You work at a company Ihat

exports goods from the UK to France.
Student B: You work at a shipping company.
Follow the flow chart on page 107 and
 ME

Import and Export 4

1 ==> Read the webpage. Then read the sentences "e
below and copy the sentences or phrases from » Y
the webpage that give the information. -
alas:

Are you thinking of importing from Asia?

We can help you.

Asian Business Connections is an online

sourcing service that offers assistance ín finding 1. Asian Business Connections brings together Asian
reliable suppliers to match your requirements. companies with potential buyer companies in
Our personnel visit suppliers
to ensure their Other continents that want to buy them.
professional standards.
2. Asian Business Connections helos you identify
Our Sourcing Service Package includes: exporters who match your needs.
Y Finding suppliers you can trust
Y Arranging meetings with suppliers 3. Asian Business Connections"
employees meet
Y Assistance ín negotiations the exporters
to check their work.
Y Production follow-up and quality control
Y Packaging solutions and shipping arrangements 4, It offers help in reaching agreements.

Asian Business Connections can help

you to identify opportunities in Asta, 5. Ithelps with the transport of goods.
manage risk, minimise costs and =>
secure transactions. Asian o A 4 y 6. Asian Business Connections
will help your
Business Connections means , $ company
to save money.
cheaper, safer and easier E => VA
business. 4 A
". —
Contact us to see ve. ON Find out more Xx
how we can help you. [LE Go online and search for sourcing
. companies. Find two other advantages
Ne: of using this type of company.

2 4) 51 Janet (A) is talking to her business associate Martin (B). Put Martin's sentences (a-d)
into the correct order. Then listen to the dialogue and check your answers.

A: I'm thinking of starting an import-export a, Yes, so start small until you are confident that
business. It's a type ef business that you don't they are reliable.
need much cash to start. b. You're right. It doesn't require a huge investment.
[= 1. The first thing you need to do is choose
A: What kind of products should | import? products from a foreign source for resale.
B: 7 C. Yes, it does. Why don't you contact a sourcing
company? They can assist you with the
A: It must be difficult to find suppíers that you can
buresucracy.
trust.
d. Look for products that have got an advantage -
e
ones that aren't sold at all here in England, cr ones
A: | ses. And buying directly from foreign countries that you can buy at a lower price in a foreign country.
requires a lot of paperwork, doesn't it?
Bs
3 Read the dialogue again. Complete the
sentences from the dialogue with the words
below.
available + trust + documents + foreign + money
overseas + supplier + worried
1. Janet's new businass will buy products from
[2 Write the words and phrases below next to the
correct definition.
trade + shipping arrangements + start a business
resale + advantage + ensure + requirements + foreign
, Open a shop or company:
seling again: .

ONDALON-
ieciraananinn none: O SEN them in England.
make certain:
2, Janet doesn't think she vall need alot of
import and export:
innanminnannasns: 1) Start her new business.
from another country:
3. Janet should IDokK for... Products
that aren't ..............—.....—....
In England. a favourable condition:
4, Martin tells Janet not to buy a lot from
A cininrnmnacnnnninin UNI Sh knows she can . the organisation of the transport of goods:
je NO
5, Janet is... about all of the
.... that she vil need to complete. *0 35 Circle the answer. Then listen and check
your answers.
1. We can mmnimise costs / risks by using this
shipper. Their rates are cheap.
2. Are you sure you want to open a café? How vill
in Exercise 2 on page 26. Pay you have enough time to run a business / trade
attention to the expressions in colour. on your cun?
3. We are conducting investments / negotiations
with the shipper to try to get a lower price.

Working with Vocabulary . They always deliver on time. You can risk / trust
-

them with ycur shipment.

VOCABULARY PRESENTATION 5. A trade / sourcing company helps you find
supphers. and it checks them carefully.
Match A to B to form sentences. Use the words
6. We need to minimise / protect our investment by
in bold to help you.
keeping the ships well maintalned.
A
7. We usually send a follow-up / secure e-mail to
1. A buyer see if he customer was happy with the service
2. A manufacturer we provided.
3, When you export, you 8. We need to manage costs / risk, so | suggest that
4, When you import, you we use a shipper we know we can trust.

5. You make an investment in order to

6. Yhen you risk money, you

B The prefix dis- means not.

... A. produces goods, advantage — disadvantage
.... D. bring goods from another country. trust — distrust
E, Might lose it.
—.. d. make a profit.
e, sell goods to another country
. E. buys products from a supplier Work in pairs. You are starting an import-

an option to import products for resale.

Student
A: Tum to paga 107.
Student
B: Tum to page 121,
Look at your information
and ask and
answer questions to decide which idea
_you want to choose for your business.
 =) 5 Read the tips from a website. Match
the sentences (a-e) to the paragraphs (1-5)

Good telephone etiquette can create a

positive impression. Follow the tips below
to represent your company professionally,
2 «037 An administrative assistant, Cathy, is
talking on the telephone. Listen to the dialogue.
Which of the rules of etiquette from Exercise 1
Always answer a call before the third ring. Greet does she follow correctly?
callers by introducing yourself and your organisation.
Use a pleasant, friendly tone. Put a "smile in your
voice”.
Both Can/,.. 7? and May /. 7 are used

ES PUTTING CALLERS ON HOLD III when asking for permission, but If you're
being formal or polite, use 'May /'.
Always ask for permission to put a caller on hold if
you need to get some information. Thank the caller
for holding and don't keep someone on hold for long. “) 57 Listen to the dialogue again and write T (true)
or F (false) next to each statement.
Cathy works for Holt Cycles Ltd

Make sure you are transferríng the call to the correct
extension. Quickly tell the other person what the caller
has told you about his / her reason for calling. Then,
tell the caller who you're transferring him / her to
A message must include the caller's name, company
and phone number, and the date and time of the call.
.. 2. Becky Willis” order was expected two weeks ago.
.... 3. Becky Wilis' company doesn't have many
products left to sell
... 4. The Shipping Operations Manager isn't in 1he
office
.. 5. Mr Pitman asks Cathy to take a message.
+ 45 Match A to B to form sentences
from the
dialogue. Then listen and check your answers.

EJ ENDING THE CALL | 0

Before ending the call, make sure you've answered busjnó
all the caller's questions, End pleasantly by saying 2. May | ask what
“Enjoy the rest of your day” or “Thank you for calling”. 3, Can! take your
Let the caller hang up first 4. May | put you
5. I've got Becky Willis
... 8. Make sure you get all the relevant information to 6. You'd better out her
pass on if someone is unavailable to take a call. 7. I'm transferring you
.. b. Check that the caller doesn't mind waiting whie B
you leave the call to find something out. a. name and the name of your company?
....C, Don't make calers walt before you pick up the ....D. through to me.
e .... C. help you?
EE2 oo d. on hold for a moment?
e. Belore you connect the caller to someone else. ———— — e, to Mr Paman now.
Jet this person know viny the caller wants to f. onthe phone.
speak to him / her, .... 9. you are calling about?
 Working with Vocabulary 97 complete the sentences with the words and
phrases below.
VOCABULARY PRESENTATION call you back + line is busy + professionally
transfer calis + ring + urgent + friendly tone
[2 Circle the correct response to each sentence. pleasant
1. Would you like to leave a message? 1, usually answer calls "is
8. Yes, please. Can ycu give me Mr Nelson's
mobile phone number?
2, She always
uses a.
b. Yes, plsase. Could you tel Mr Neison trat when she speaks to her colieagues.
Mr Larkins cated? 3 0 MATT ra
2. Do you know his extension number? ... IN about
an hour.
a. Yes, it's 01632 495 0129. 4. Vine diaculdo ve cone wa: Is
b. Yes, it's 4706.
3. I'm sorry, Ms Sanders is out of the office.
a. When will she be back?
b. When is she leaving? 6. You have to behave... a".
even when people are rude to you. .
4, May | put you on hold?
7. Please don't .......z—..——.. ER
a. No, | can't wait right nov.
Customer Servico in tha next hour. They are
b. Maybe later. having a departmental meeting.
5. "'m putting you through to Mr Banks now. 8. | had a very -..——————— een — Chat on the
a, | don't mind waiting. phone with ihe new supplier earíer. He seems ke
b. Thank you, he'll be a nice person to do business with,

6. I'm sorry, | didn't quite catch that

“) > Listen to two phone conversationsat
a. | said that | want to speak to Mrs Jenson, two companies. Tick (/) the correct call in
b. I'm afraid | don't know. the chart.

O The words and phrases in bold are in the wrong

sentences.
Write them next to the correct
sentences. 1. The person that the caller vants to
1. UD if you speak
to is not in.
want to be uncarstood. . —
2, I'd like to greet you to my pt alain, 2. The clerk takes a message.
Mrs Kay. —....—.—.—.— E
3. Don't ask lor permision wit sao
3. The dlerk puts the caller on hold.
gocdbye... 4. The caller leaves a telephone number.
4. toda e
5. The caller tells the clerk what he / she
5. He'hng up as con as he ets bak needs
to discuss.

6. puna ción visitors politely.

Student A: You are an Administrative

Assistant at Top Taste Supermarket.
“Student B: You are phoning to speak
to Mr Nash about seling them your
company's range of health food.
Follow the flow chart on page 107
and act out the conversation.
al Following Up on Messages
> eetrng started: vocabutary (ago 145) ) 2 *) 1 Two sales managers (A and C) are following
up on phone messages they each received. Listen
1 “0 Read the message
log. Complete the to the dialogues and fill in the missing words.
sentences. 1. A: Good moming. This is Sara Fields from Cl
Exports. | understand Nancy Ford was
CALL LOGGER looking for me

Messages tor: Belinda Carmichael

Priority level:
ver with you

A: OK. Can ve go over them on the phone now?

Anna Me arshall Kate's Kitchenware UC 0113 4950703 8: Niza certaniy. First of all, ra the
Requested copy of the contract with your comments. schedule..
They need it ASAP. A: Just ona moment, please. Let me get my copy.
Jack Sullivan ElG Electronics € 028 9849 6571 2, C: Good aftemoon. This is Janet Blake from
EL Gardening. I'm getting back to Gerald
Wants additional laptops for the order going out tomorrow — e
Sum m ers. He left a message for me to call.
Invoice 20572461. Call back,
B: I'll see if he's +,
arce HA (Internal) €, 01632 960 814 Janet Blake is on ;
D: Oh, good, Put her through.
8: Ms Blake? NI put you through now.

Mark Johnson IT (Internal) € 07700 900 187 D: HI, Janet mE e we

received * va WA
There's
a problem with the delivery
of the computer
nas maes dolvary Ong of the sales rops
equipment,
tried to assist us, Dame o
Emma Cooper Shipping (Internal) € 03069 990971 úrico Va proa,
Wants to discuss the quotes from shippers, but she willbe C: I'm sure | can help. Let's look at the order
unavailable between 13:00 and 14:30, together. What's
the *
number?

0: Read the dialogues in Exercise 2 again.

Complete
the chart.
1. Belinda tried 1o phone ...........—.—.—..
earlier.
2. Belinda needs to send a decument to

4. To massago that Bana has 1 dali fest

O NON. ———
8. The messago that Belda can deal wit: last le the
Eo PELALA INTA EA

e .. said they wanted to talk

to Belinda.
re .. works
in Human
Resources at the same company as Belinda.
LO e te ECN Er ba ea called because something
has gone wrong.

] Tip!
ASAP is short for
'as soon as possible”.
—]z
——er——————
——; e E
Working with Vocabulary [7 Circle the correct answer.
1. If something
ss a priority, it is more / less urgent
(IC/IS ) VOcABULARY PRESENTATION than other things.
2. When you specify proolems, you ask /
Replace the words and phrases in bold with the
explain exactiy vihat they are.
correct word or phrase below.
3. Ma matters crítical, it's not so / very important.
as soon as possible + handle problems + essential
regarding + discuss + interrupt + get back to you 4. If you are unavailable, you don't answer /
answer phone calls.
1. | need to talk about this procedure with you,
5, If you missed a call, you taked
/ didn't tak
to the person who called you,
21 PI1 mee ur ht yor rr TT
as quickly as can be... 6. When there's
no reply, nobody
/ somebody
answers
the phone.
3. It's very E to Da. this delvey out on time.
7. We got cut off, so we didn't finish the /
had a long conversation.
4. Why dic you — me to aska o. in the
middle of my presentation? 8. When you go over a document with someone,
you wnte / look
af it carefully together.
5. Ms Darcy will return your call in a few minutes.
7 Circle the TWO correct responses for each
6.1 y take care of issues with contracts, so |'Il question.
be happy to help. ......2.—.—.—..
1, Mr Rogers would like to speak to the CEO,
| must talk to the CEO about this new product. ls he available?
>

a. No, I'm afraid he's out of town.

o: “1 47 Match the sentences in A to the responses

in B. Then listen and check your answers.
b. No, I'm afraid you missed his call.
C. No, I'm afraid he's on the other line.
A 2, When would you Ike to discuss the contract?
1. Ms Parker is out of town, a. Let's do it as soon as possible.
2, Can you let me know as soon as you get an b. Why don't we go cver it after lunch?
answer? C. When you interrupt me
How can | reach Mr Dean? 3. Did you reach Edward Fine? What did he say?
“Nano

Have we received an order for the nev: dresses? a. No, | don't handie problems well.
David is on another line. b. No, there was no reply.
Ms Shaw is currently in a meeting. C. Yes, he'll get back to you with his comments soon.
Have you got any comments about my 4, ls this delivery a priority?
presentation — anything 1 should change? a. Yes, it's critical that it gets to London today.
B b. No, they didn't specify its cost.
.—_ E. That's all right. I'" call her again later,
Ce. No, it's not essential to send it right avay.
... b. Have you tried his mobile?
mea C. Of course. TI tell you right away.
md. Oh, when will she be back?
ma E. NO, ¡bis short but excellent!
... f. Can you please interrupt him? It's urgent!
.... 9. Yes. Lenny's Department Store wants 200.
 Reading
1 =) 5 Read the report. Write T (true), F (false) or
DS (doesn't say) next to each statement.

Report on service provided

by Simplicity ImpExp
yy Esame >mither

Introduction
In order to get our most recent range of
golf clubs produced quickly and at a low cost, we
decided to seek out a manufacturer in China. To help us . Speed was cne of the reasons why Elaine's

e
do this, we engaged the services of a sourcing company company chose to get a Chinese company
that Is based in China. It's called Simplicity ImpExp and to make the golf clubs.
is run by an Englishman called Shane Winstone. Elaine Smithers negotiated a low price from

m
Finding suppliers Simpícity ImpExo.
Simplicity ImpExp agreed to take on the task of finding .... 3. Shane Winstone acted as a translator for Elaine
the supplier that we needed for a very reasonable rate. in negotiations.
This was very important to us because reducing costs —. 4. Elaine's company had to spend a lot of money
was the main reason for having the clubs made in China. flying to China to visit potential suppliers,
Negotiations — 5. Mr Winstone realised that the manufacturer wes
A few members of our team have done business in China making a mistake.
before and found that the bureaucracy and the language 6. Simpicity ImpExp is also a shipping company.
barrier can make it very difficult. Using the servicesof
Nothing was broken in any of the shipments
Simplicity ImpExp meant that we were not faced vith
these difficulties. Shane Winstone is fluent in Chinese, from the factory.
and he did all the negotiations for us. On several .. 8. Elaine is very happy with the quality of the clubs.
occasions, Mr Winstone was able to get a potential
supplier to reduce their initial quote by around 20%.
Writing
Factory visits
Visiting the factories in China ourselves to see if they You are going to be in a meetingall day
meet our requirements would have been very difficult tomorrow and you have made a list of some
and very expensive. Mr Winstone and his colleagues tasks you want the administrative assistant to
visited potential suppliers for us instead and reported do for you. Write an e-mail explaining the tasks
back on what they found. you want him to do.
Quality control Include:
Once we had identified a supplier that we wanted to use * Office supplies: check and order viat we need
and production had started, the Simplicity ImpExp team
visited regularly to ensure that everything was being * Mailroom: box with 30 brochures - post to
done correctly. When there was a problem early on, it Newcastle branch
only took Mr Winstone an hour to get to the factory to * Laptop: take to IT for new software
resolve it.
Useful
Shipping | Language E
Simplicity ImpExp also organised for a shipper to
transport the clubs to Europe and the USA. This shipper Hi [Name],
proved to be 100% reliable. In addition, there was never -!hope you're ....
any damage to any of our orders, or any losses. Vve got a few tasks | need you to do.
Recommendation Please can you... ?
The savings that Simplicity ImpExp allowed us to make -lalso need youto....
more than covered the cost of their services. ] believe
that we would not have been able to deliver this project Let me know if you have any questions.
on schedule, on budget and to such a high standard
without their assistance. For all of these reasons,
1 would recommend Simplicity ImpExp for any future
projects involving China. wma
cuido, pago 132
 Listening Listening
[7 y "0 41 Harriet Is meeting a friend, Giles. Listen to [2 “3 45 Liz Ford is calling Cutting Edge Designs Ltd.
the dialogue and answer the questions. Listen to the dialogue and circle the correct option.
1. VWiy dees Harriet want Giles' advice? 1. Liz Ford wants to speak to Gregory /
Max Winters.
. Wi dces she think Giles can help? . Max Winters is talking to someone else on

ro
La

the phone / not in the office at the moment.

3. Max Winters vall be available later today / tomorrow.
3, Why does Hamiet think an import-export business
is a good option for her? 4, Ms Ford isn't happy vith the new supplier /
products that they've ordered.
5. Ms Ford will receive her order in two weeks' time /
. Vhat does Harriet plan to import to the UK?
>

two weeks later than expected,

6. Gregory is going to pass on Ms Ford's message
5. Why does Giles think Harriet has made a good tomorrow / as soon as possible,
choice for vhat to import?

6. What two reasons does Giles give for why

Speaking
negotiating with people in foreign countries can
CJ Work in pairs. You are both business partners.
be difficult?
Student A has an idea for a business opportunity.
Follow the instruction for your role and act out
7. What does Giles say Harriet should do now? the dialogue.
Student A: Tell your partner about a business
opportunity that you think wii help your business
expang. Use the information on page 106.
Speaking Student B: Listen to your business partner's proposal.
Look at page 121 and ask questions to complete
CJ Work in pairs. Follow the flow chart and
your notes. Think of any other
act out the conversation. possible problems and
discuss how you will deal
with them. Then decide if
it's a secure investment
| Student
B: Vhat type?
v
| StudentA: import-axport ]
v
| Student B: hat product?
y
| _Student A: Choose a product to import. |

| Student B: Why that e

|_ Student A: Give a — Advice? |
|_ Student B: Get a sourcing company. |
|_ Student A: Why? E |
>
| Student B: Give two or three reasons, |
+
 [ > E Started: Vocabulary (page 146) )

[7 =) 4 Read the meeting invitation. Answer

the questions.
To: <all of department>
From: Snela Pañer
; Subject: WVeeting imitanon

Dear all,
It's nearly time for this menth's departmental meeting.
It's very important that we are all up to date viith what AOB = any other business
is going on, so please try to find the tme to attend.

Monthly Sales and Marketing Meeting 1. What time does the meeting start?
Organiser: Sheia Parker
Date: 27th September, 2023
2. Where vil the meeting be held?
Start time: 09:00 End time: 13:30
Location: Room C3 (3rd flcor conference room)
3. What ís the main reason for the meeting?

09:00-11:00: Sales figures (Paul Miller)

11:00=11:15: Refreshmaents (the usual tea, coffee, 4. Who vall tak about sales?
biscuits
and fruit)
11:15-13:15: New marketing strategies 5. When wi people be able to talk about things that
(Amanda Holmes) aren't
on the agenda?
13:15-13:30: A0OB
Accept Decline 6. Veneno; curo malo HrDuo
Attendees: 15 View attendee
names =: offices?
As you can see, this is an onsite meeting as the
offsite facility that we had been using raised its
prices.
Looking forward to seeng you all there. *“) 47 Listen again. Replace the words and
Shella phrases in bold with words and phrases from
the dialogue that mean the same.
o: 4) +7 Two personal assistants, Ellie and Adrian, 1. Emma has got a meeting vith Dan organised for
are scheduling a meeting. Listen to the dialogue tomorrow at 2.00 prni. reee.
and circle the correct answer. 2. Emma is going to have to delay the meeting.
1, Emma and Dan's meeting was originally
scheduled for 12.00 / 2.00 pm the next day. 3. Would you like to arrange a new time now?
2, Ellie needs to reschedule the meeting because
Emma will be in / is going on holiday to Nevs 4, Lat see we can arrnge or next week shail
York.
3, Ellie wants to reschedule the meeting for 5. Would Via aliemnon ol Trusday 11th May
this Friday / the following week. be good for Emma?...
4, Dan / Emma is unavailable on 11h May. 6. 'mairss mati" good, ashes got apre
5. They reschedule the meeting for 8.30 am on commiment. EA
Bth / 12th May 7. Let's book it ue 121h 57 _- 8.0.

Connectors such as because, sínce

and as are used to give reasons. Work in pairs. Use the sentences from
That won't work, because / since / as Exercise 3 to write a dialogue similar to the
she's got a previous commitment. one in Exercise 2. Practise your new dialogue.
 Working with Vocabulary 6 Tick (7) the sentences that use the words and
phrases
in bold correctly.
VOCABULARY PRESENTATION — 1. When a meeting is longer than two hours, we
ndo usually have a break
in the middle.
[7 correct answer. .—. 2. I'd ke to postpone our meeting until | have had
1. If you postpone a meeting, you.. time to go ever the report properly.
A. move it to a later date ... 3. Mr Fraser can't come to the meeting today so we
b. decide not to have it at all have to confirm it. What about Friday?
2. If you notify somecne,
you .... .... 4. How many people are going to take place
a. give this person some information the meeting?
b. ask this person for information — 5. Will you ba able to make it on time to the meeting?
3. If something happens at the last minute, it's... . -. 6. We are going to have an offsite meeting at the
Parkway Hotel.
a, very urgent
7. Does 11 o'clock tomorrow
morning suit you?
b. at the latest possible time =—
4. If you've got an onsite meeting, i'! take place ... . [7 y Look again at the sentences that you did NOT tick
a. in the office where you work in Exercise 6. Which word or words from Exercises
b. away from the office vhere you vwork 4 and 5 can replace the words in bold to make the
5. If you've got a previous commitment, ....
sentences correct?
a. you're
very busy
b. you've already got plans [2 D le astáng an

«2 Complete the mini-dialogues with the words administrative assistant to help him organise
a meeting. Listen to the dialogue and complete
below. Then listen and check your answers. the ting invitation form. Then l "
refreshments + hold a meeting » attend and complete
the e-mail.
reschedule + organise + convenient + book
LT CM
invited + check my calendar + attendees
1. A: The meeting rcom is too smail, We're going to Meeting Preparation Form
have more ...—..—..——————————. than we'd Organiser: Brooke Leads
men Date:* _....—— 2023
8: Oh, then | guess we'll need lo
Start: .... am
e a larger one. = ón
2. A: Cen you. minas: SOME CONS a A LabTools'
drinks for the meting? Subject: *.....—.. Products
B: Sure. Veni E ey Number
of attendees:” .............
o View attendee names ==:
Location: “ canas FOOM
fo floor
A y PRA and get back to you. Dear all
4, A: Bob won't be able to .......-..—.—————————. We look fonward to seeing you for this meeting, where
1ne meeting, as he is il. Tom DeVere will be delivering a * ...—.....—.——.—.-
da Should we about how we can work together. Joremy Parks, cur
ETA AE ? coronan y WII be there to welcome you, and
a Ao manga mo Helen Grant, our Head of ci , will also
——] E nm to explain the changes attend to answer any questions you may have,
they plan to make. Light refreshments — tea, coffes, cold drinks, biscuits
B: Will everyone in the company be 7. e Ny COCA ..— WE be provided.

Brooke Leads
a Booking Offsite Events
Gtina started: vocabulay (pago 7467)
[-] 1 =0:0 Read the webpage. Write T (true), F (false)
or DS (doesn't say) next to each statement.
Correct the false sentences.
Find three companies that host offsite events for
businesses. What services do they provide? Which
one do you think provides the best service? Why?

“051 Imelda (A), the Marketing Director, is talking

About Us to her personal assistant, Josh (B). Listen
to the
dialogue and circle the correct answer.
Event Organiser provides services
for business A: Josh, we need lo start planning ' our annual /
events, From small intimate meetings to large conferences, this years convention, I'd like you to look for
conventions and exhibitions - we do it all and for any budget! On a venue.
topof that, we charge, on average, 10% less than our competitors.
B: Sure. 1'1 get my notepad.
We hold meetings with your representative in order to understand
your exact needs. Then we prepare a special plan for you. A: Here's a list of places for you to call. We're going
to need the venue from 14th to 16th November
What
do we do?
B: How many * attendees / delegates are there going
+ We plan and manage your event budget. to be?
+ We choose the best venue for your event.
A: Between 50 and 70. We'll have an accurate
* We take care of registration procedures.
number by the end of * October / September.
* We provide audio-visual equipment.
B: Will you require any special equipment?
* We set up the equipment and display.
+ We plan the food and beverages. A: Just standard audio-visual equipment for
presentations: microphones, * computers /
What do our clients
say? projectors and screens. Oh, and we'll also
need podiums.
Most of our events are in London, and Event
B: What about catering?
Organiser is always able to find top-quality
locations at reasonable prices — A: We want two catered coffee breaks a day,
not an easy task Ín the capital! as well as a buffet lunch and dinner
Antonia Hart, 15M B: OK, I'E get menus from several caterers.
What other requirements have you got?
Event Organiser managed A: We're going to need access to the convention hall
every little detail of 5 8 few / four hours in advance, so we can set up
our conference, from our equipment and display.
planning our budget to
menu selection. It was B: Right. 1'| contact a few places and get quotes
a great success! Mt update you by the end of the = day / week.
Bob Ross, Dason's Trading
Read the dialogue in Exercise 2 again. Write
T (true), F (false) or DS (doesn't say) next to
each statement.
... $. The company has already started making
.—.. 1. onty handies events for large groups of people arrangements for the convention.
2. They have this convention once a year.
— 2. charges 10% of the total budget for the event .....3. Imelda expects there will be between 20 and
30 people.
A 4. They vell need microphones, projectors and
...3, Is More popular
than any of its competitors
screens so that people can give presentations,
5. They vall provide two meals each day.
....4, Will organise a place to have your event
..... 6. Imelda wants to be ableto access the
convention
hall esrly so they can set up.
—. 5. provides projectors, screens, microphones, etc.

— 6. i5 Not involved in organising refreshments

me.7, Specialises
in aranging events n London
az;
Working with Vocabulary Write four sentences using two of the words
from Exercise 6 in each one.
IC/IS ) vocaauLARY PRESENTATION
[ 7 Tick (/) the pairs of sentences with similar
meaning.
. 1. a. Have you got access to the room? Cra
ne e EEE CREER IEEE

b. Can you go into the reom? * complete he with the bi

2. fi. Alot of delegates attended the convention.
b. ma were alot of people at the convention.
3. a. We're going to have a display of our products,
b. We're going ta sell our products.
-- 4. a. This venue ls big enough.
b, This place is the right size.
5. a. | don't have an accurate number of how
many people are coming.
b. | don't know exactly how many delegates
there will be.
.... 6. a, What is the budget for our event?
b. How much can we spend on the event?
—.. 7. a. They are to set up the equpment today.
TT - :
b. They are going to order the equipment today.
—.. 8. a. Our business is to help other companies
orgariss events
b. Our business ís to tran people in how to have
more effectivo meetings.
(1)Workin pairs. Explain to each ww
the you didn't tick In E: a venue for next months SOMenson,
are different.
Some words can be verbs and nouns.
We're going to display cur products. (v)
It was an interesting display. (n)
1 can't access the Internet right now. (v)
Have you got internet access? (n)
registration + convention + catered + buffet Must
success + auditorium e In advance
1. We're planning to have our annual
on 2nd May.
2. They hold many conferences and concerts in this
(CBA R EE
3. At 1.00, we're having al ...—.—.———..——————.——. at
the hotel restaurant.
4. We have gol a budget for a .......——— —
dinner,
5. You must give me a list of the participants
two weeks . emo
6. Group and individual will be
possible online from 22nd to 31st January with
a 10% discount.
E
Graena
1. We don't have a very big budget / success /
2. Have you set up the audio-visual equipment /
details / display?
3. The convention is catered / There are beverages /
There will be a buffet lunch, so people won't be
hungry.
4. I' have access to the auditoríum / registration /
venue three hours in advance.
5. IIwas a memorable delegate / event / exhibition.
Everyone is still talking about it.

[2 Match the words in A to their definitions in B.

A
1. exhibition 4. detail 7. provide
2. menu 5. podium 8. take care of
3, beverage 6. memorable
[-)
..... 8. give, supply
m. D. fist of items you can select
.... C. display
.. d. individual fact or item
— 6, drink
... f. remembered because It's special
.. Y. Organise, manage
... N. a small platlorn for a speaker to stand en in
order to be seen clearly
 Quero stars: Vocabulary (page 147) ) “)5: The Marketing Director, Sumira, is
discussing a meeting with her assistant,
o | =)57 Read the e-mail. Complete the sentences Leonard. Listen to the dialogue and match the
with words from the e-mail. questions in A to the correct answers in B.
A
Em Morris 1. How long will they give people to find their seats
From: Pasricia Wright and finish their conversations?
Suben Meetings 2. How long has the CEO got to make his opening
remarks?
Hey Jim,
3. What is Adam West's presentation about?
TI hope all is good with you.
4. What does Sumira tell Leonard to print cut on a
I just wanted to run a few things by you quickly.
piece of card?
First, we've got the staff meeting with the marketing managers
5. What is Annette Bampton's presentation about?
at 10 am on 3rd March. I've got the following three points for
the agenda, but 1 wanted to know if you have anything you'd 6. What are people going to discuss in groups?
like to add before I send the meeting invitation to everyone: 7. What is Sumira's presentation about?
* Discussion
about new marketing region B
* Summarise
new structure for department -. G Five minutes.
* Introducing daily stand-up meetings — b. Trends in the market.
Could you let me know by the end of the day? Cc, Driveress vehicles.
We've got the meeting with the Russian clients that evening .... d. 20 minutes.
at 8 o'cdiock. We should go over our presentation on the new .... 8. 15 minutes.
product to make sure ve impress them. Is there a good time
E. Robots in the job market.
for you to do that?
— 9. How to sell the new products.
1 also need to set up the orientation meeting for
the new recruits towards the end of March. 1t
would be great if you could speak for about 15
minutes. Would
that be OK?
TI see you at the board meeting later. some
members
of the board of directors are still
| A discussion is a serious talk about a topic.
Achatís a friendly, informal conversation.

at the annual V-Tech exhibition in Brussels,

“41 51 Complete the sentences from the dialogue
so It's golng to be a conference call. Let's
with the words below. Then listen and check
hope the technology
your answers.
works
a bit better
than last time! go over + overrun + schedule + item + questions
Thanks, session + supposed

Patricia 1. Lets. ” ... the programme so you

can take care
e of all the details.
, What's the next .........—.—.——— on the
”

programme?
How long is Adam's presentation
CO A — a DU
ne ——— ——. . We don't want him to
2. Patricia needs Jim to reply before ......._.c.2."..—nnnna + We nead to keep to ths . DEL
3. On the same day as the staft mesting, they have It's an hcur long. plus 25 minutes ”
another meeting in the ......—.—..——.————
4, ot eo ii o aio . What's the ice.

6, Tim val he a raling e E

for people who have enly recently started at the Work in pairs. Use the sentences
from
company, Exercise 3 to write a dialogue similar to the
6. There were problems with the ...........————. one in Exercise 2. Practise your new dialogue.
during the last conference
call.
 Working with Vocabulary [7 E Complete
the sentences with the phrases below.
oi attendance list + board of directors
(IC/IS ) vocaBuLARY PRESENTATION closing session + hand out + opening remarks
Circle the et : 1, Mp mon welcomed everyone to the convention
vi : , s ;
1. A stand-up/ virual meeting is very short:and 2. Let's check he ... PPRECE
the team members quickly give an update on -
their work without sitting down who was at the meeting.
4 SA ye NERO? UNE , She thanked
2, The drectors of the company make important N A
decisions about the direction of the company at ie — of the conference for malng it
E board meeting / conference call.
4. Please photocopy Ihis page and
3, At a briefing / an orientation meeting, somecne
8 copy to sech person.
gives information or instructions to others about - y
a specific task they vil need to do. 6: The... ——..... decided hat
4. Board / Staff meetings are for discussing various Jeff Evans would be the new CEO.
k-related issu th employees.
ito: 9 [7 Number the meetings from the one that happens
5. Orientation / Stand-up meetings are held to the most frequently to the one that happens the
give new employees information about basic least frequently.

a = a. the weekl mil meeting

6. A brainstorming session / staff meeting 's when == y :
people try to think of as many ideas for something —..b. the quarterly budget meeting
as they can. .... C. the annual shareholders meeting
7, A briefing / virtual meeting is when a group .... d. the daily stand-up meeting
of people connect over the internet, often with . 6, the monthly staff meeting
video, so that they can see each other to discuss
something. O: “0 55 Richard, the Marketing Director, is speaking
8. A brainstorming session / conference call at the beginning of a staff meeting. Listen to his
is vhen a group of people connect over the opening remarks and circle the correct answer.
telephone to discuss something. 1. Thomas Cooperis a sales manager in the
southwest / northwest region.
o MM A 2, Leah Spencer joined Richard's team a long / short
A time ago.
1. product tine 4. summarise 3. Richard has got a board meeting / conference call
2. programme 5. demonstration at 2.00 pm.
3, client 4. The last board meeting vas on 4th / 24th June.
B 5, Each member of staff is going to give a report
on sales in his / her region in the last three / four
.... E. CUStomer months.

— b:: give the main porte about something 6. They are / aren't going to discuss the nev
.—. C. explanation and exhibition of how something brochures at today's meeting.
works
.... d. a group of similar items all sold by the same 1 Your Turn
company
_— 8. plan of what wil be done and in what erder “ido male ia acu
meeting. The meeting was scheduled from
10 am until 1 pm, and the agenda was sent
out. But now the Marketing Director has
unexpectediy been asked to go on a business
trip, and the meeting will have to finish at 12,
$0 that she can catch her plane.
You are going to help shorten the meeting by
one hour. Tum to page 109. Look at the agenda,
— discuss the advantages and disadvantagesof
postponing each item on it and decide what
can be left until next month's meeting.
El Taking Minutes
Qseiina stariod: vocabulary pago 147)
| == Read the minutes. Complete the sentences
with words from the minutes.

What are the features of the calendars

Date: Sth October, 2023 — Time: 10.30 am — 1.00 pm
Location: J Taylor and Sons Head Offices
Present: Sales and Marketing Department, Chief Financial Officer
ec list: CEO
Apologies: Jenny Dale — Minute Taker: Susan Rogers
Agenda: 1. Analyse quarterly sales figures.
2. Discuss market research findings.
3. Clarify the pros and cons of expanding the product line.
Points made: 1. Sales figures - no change since last quarter.
2. Customers want a larger selection of products,
especially for teenagers.
3. More pros than cons regarding expansion of
product line.
Other issues raised: The need for additional sales reps and better
training, especially in the southern region.
Key decisions: Collect current purchasing information from our
major customers,
Objections: None
Action points: TASK 1: Contact major customers to collect
additional current purchasing
information.
Assigned to: Sales and Marketing
Director (Rick May)
Time frame: 31st October
TASK 2: Analyse ability to hire new sales reps
and increase training budgets.
Assigned to: Chief Financial Officer
(Dan Binder)
Time frame: 22nd October
Circulated: 6th October, 2023
that come as part of an e-mail program
that can help you to stay organised?
*) 57 Two sales team leaders (A and B) are talking
about the process
of taking minutes. Complete
the dialogue with the words below. Then listen to
the dialogue and check your answers.
attendees + repeat + task + before + make sure
A: 've been assigned the task of takmnig minutes at
the meeting next Thursday. I've never taken
minutes ' im".
B: It's not hard, but you have to come prepared.
A: How do you prepare?
8: First, | read through the agenda caretfully.
| hoy PE AE 1 know what the objectives of
the meeting are, That helps me focus on what notes
to take at the meeting.
A: What notes do you take?
B:1 don't try to write everything down. You should
concentrate on the key decisions, the actions
and who is going to do each *..... ,
A: Got it. Anything else?
B: List the central issues that are raised. Also,
record any objections that are raised. And
don't be afraid to ask somecne to explain or
DNA . what they said.
A: What do you do with the minutes after :he meeting?
B: Type up your notes soon after the meeting.
Then send them to the * .....—...———s and
everyone on the cc list.

Read the dialogue in Exercise 2 again. Tick (7)

the things that are advised.
When you cc people into an e-mail, you
send them a copy of the correspondence, . 1. Type up the aganda for the meeting.
—

.... 2. Get ready for the meeting in advance.

1. The mesting took place on ............—..————.—————————.— a ... 3. Understand the reasons lor having
BUM TAN the meeting.
Qe aiii DIN attend the mesting. 4. Try to write as much as possible,

Be nserrarmaneznnenaimanannasnenetimntanon FOK MÍNUIOS, Type up the minutes a sort time after

e

the meeting.
. 6. Only send a copy of the minutes to
the peopte who were al the meeting.

TER ROD
e e eE must analyse
the companys
training budgets by
 Working with Vocabulary o Circle the correct response.
. Were al the members of the team present?
(IC/IS ) VOCABULARY PRESENTATION a. No, Not everyone agreed with the plan.

H* Match the words in A to their definitions in E. b. Yes. Everyone was there.

A 2, Did you discuss ways to increase the selection of

suppliers we can use?
1. task 5. major
a. Yes. Everyone agreed that they don't offer
2. objective 6. training
a good service.
3. focus 7. pros and cons
b. Yes. We're going to request quotes from more
4, clarity of them in future.
B 3. Can we add a point to the agenda to discuss
... 8. goal, purpose how to attract more customers?
— b. teaching a, Yes. We need to work out how to get more
.... C. advantages and disadvantages peopia
into our shops,
.. d. concentrate b. Yes. | agree. Let's work out how we can get
people to spend mare.
8. Make sure something is clear
4, Were there any objections to Kate's plan?
ma f. important, main
a. No, there weren't. Everyone agreed to try it.
. 9. a job for someone
to do
b. No, there weren't. Everyone had lots of ideas.
“1 1 Circle the correct answer. Then listen and 5. Did you take notes during the talk?
check your answers. a, Yes. | handed out a copy to everyone who
1. An action point is something that someone ... was there.
añer a meeting. b. Yes. | wrote the main points.
a. does b. understands 6. What is the time frame for this project?
2. To analyse an issue, you ... . a, It's pretty short — we ory have until the end of
E, study
it carefully — b. write about it the month.
3. A key decision .... b. We usualiy start meetings at 10 am.
a. probably won't have much effect 7. Did they assign anyone to do this project?
b. will probably have a bg effect a. Yes, they did. The CEO put his name on the
contract yesterday.
4. Añer the expansion of a product line, tís ....
b. Yes, they did. Dean's team is responsible for it.
8, bigger b. smaller
E. Are there any issues regarding 1he new marketing
5. Ven you are prepared for something, you ... .
strategy?
a. need some training
a. Yes. I'm afraid that there are some problems.
b. are ready for it
b. Yes. It's going well,
. Under 'Apologies' n the minutes, ycu Est he
pecple who
E, sent a message to say that Iney couldn't
attend Work in pairs. Ask and answer questions with
b- had to leave the meeting early
7. Ven you raise a topic, you want to ... it
a, cancel b. discuss
 Reading
o “) 55 Read the e-mail and Tara's notes. Find and correct the
mistake that she made in each sentence of her notes.
New message
To: Tara Thomas
From: Geruma Hei!
Subject: Deparimental Meenng

Hello Tara,
I'd like you to help me get ready for the departmental meeting next week.
Firstly, please can you create and print out an attendance sheet? There will
need to be at least 50 spaces for people to write thelr names. Everyone
must attend these meetings, but I've noticed In the last few that there were
alot of empty seats. Can you include something in the meeting invitation
about everyone needing to sign the attendance sheet? Hopefully, people
will be more likely to come ¡f they know that there is a record, and ¡t will be
useful for me to know who misses the meeting so | can ask them why.
I'm also a líttle worrled that there are people in the department who don't
really know each other, | think It would be useful if people had a chance to
network a bit and talk to people In the department who they don't usually
deal with. So, could you organise some tea, coffee and biscuits at the start
of the meeting? The meeting starts at 10.00 am, but | think we should allow
15 minutes at the start of the agenda for people to get a beverage and
a biscult and have a quick chat with colleagues. Then !'II start my presentation.
I've attached the agenda for the meeting to this e-mail. Please put it into the
meeting invitation and ask people to e-mail you If they would like to add any
other topics for discussion. Tell them that they must tell you by the end of the
day on Friday. Then I'd like you to put their suegestions In an e-mail to me by
the end of the day on Monday, so | can see what we might Include.
I'd like you to access the room about 15 minutes before the meeting starts
to check that the refreshments have arrived and to get the laptop and
projector set up for my presentation. I'll send you a link to the slides when
r've finished checking them.
1 think that's everything. Let me know if you have any questions.
Best wishes,
Gemma

(CT=NNN
CEE ()/ fomesmam and anver e questo,
DEPARTMENTAL MEETING
1. Do employees have a choice about attending
depa tal meetings?
To Do:

- Print attendance sheet with 15 spaces for names. 2. What two reasons does Gemma give for wanting
* Tell people about the attendance sheet at the start of an attendance sheet?

» Organise light refreshments for the end of the meeting. naaa

* Gemma will start speaking at 10.00. 3. What does Gemma want people to do before the
+ IFanyone wants to add anything to the agenda, they'll meeting?
have to let me know by the end of the day on Monday. —
ñ S 5 4, Why does Gemma want Tara to go to the room
| will send the slides to Gemma after I've finished early on the day of the meeting?
checking them.
 Writing Speaking
Write an e-mail invitation informing your team of CJ Work in pairs.
an upcoming staff meeting. Student A: You are Mr Johnson's PA at Compuserve.
Include: You receive a phone call from Student 8 asking to
* the date, time, location, etc. reschedule Ms Brigman's 9 am meeting vith him.
Using the information on page 110, ask and answer
*- ie purpose of:the mentng. questions to find a suitable time to reschedule the
* ashort agenda. meeting.
* adeadiine by which people need to tel you If Student B: You need to reschedule a meeting at
| they'd like to add anything to the agenda. Compuserve between your manager, Ms Brigman.
| and Mr Johnson (invent a reason). Phone the
l Useful Compuserve offices to reschedule, using the
information on page 123
Es Language
... Will be giving a presentation on... . 6
We will also hear / learn about ... . Listening
We will break for lunch / tea / refreshments at... . [7 a lar unidas mé
anything a 1 Jake Stephanie are ng
read . _—_ the advantages and disadvantages of taking
ishe meeting minutes by hand or taking them using
Best wishes, a computer. Listen to the dialogue and tick (7)
the things that they mention.
(Cria quido, page 133 .. 1. You need to be fast at writing on a keyboard.
, a 2, Your computer might crash.
Listening .. 3. Typing minutes on a computer means you have
Jess work to do after the meeting.
4 40 55 Bill and Fiona are talking about .. 4. Some people don't like the sound of someone
arrangements for an event. Listen to the dialogue typing in a meeting.
and write T (true) or F (false) next to each
9. With handwritten notes, you can show
statement.
Correct the false sentences.
connections and important information easily.
... 1. BI wants Fiona to organise the event,
..6. It can be difficult to write fast enough by hand,
rra a NAO 7, might be dificult to understand your notes "
— 2. BE doesnt want people to do any work your handwriting isn't good.
during the breaks. 8. You can check your speling while you virite if
erecorararan you usea computer.

.... 3. The venue needs to be close to theoffce. 9. Check that your laptop won't run out of battery

—. 4. The training is going to take place en .... 10, You might get distracted by notifications on your
7h November, computer.

. 2. BI IS expecting 25 peopleto attend the training Speaking

— 6. In addition to lunch, there will be two breaks. [7
o -
They wil need to be able to display information
for the attendees.
— 8. Fiona vall need to decide vich venue they
CJ Work in pairs. Ask and answer questions with
your partner to complete the minutes for a team
mero demo on ba
Student A: Use the minutes on page 110,
Student B: Use the minutes on page 124.

NU
7
 [> tting Started: Vocabulary (page 148) y

(2) “52 Read the e-mail. Answer the questions.

Ter cdansonSitheharringtonagencanett
From IsetongDosa hk.nett
Subject: International Marketing Services Exhibition

Dear Mr Danson,
One Step Ahead would like to invite you to exhibit at One
Step Ahead — Marketing Solutions 2024 in Hong Kong. This
award-winning event is definitely the biggest international
marketing services exhibition in the world.
The exhibition attracts businesspeople from a wide variety
of fields. 1t's a chance for them to gather and learn about
the latest marketing trends. A major reason for Its success 4. What two things do people need to do if they want
ls that we Invite only top companies to exhibit there. And to participate?
this Is why we would llke you to get involved.
Details: Dates: 2nd-Sth February, 2024
5. What is the latest date that they can tell One Step
Location: Agoda Convention Centre, Hong Kong Ahead if they want to participate?
Deposit: £500
If you want to take this opportunity to raise your
company's international profile, follow the link and fill in 6. What should people do ff they want more information?
the registration form. You will then be asked to pay your
- deposit to secure your place.
You have until 15th December, 2023 to sign up, but
3 4) Put the words into the correct order to form
places are going fast, so the sooner you book, the better.
sentences from the dialogue in Exercise 2. Then
If you have any questions, you can contact me at: listen to the dialogue again and check your
IfongGosa.superglobe.net answers.
Thank you for your attention, and 1 look forward to seeing
1, need / with / We'l / the company slogan /
you in Hong Kong next year.
a big banner
Lee Fong
2. going / are / feature / on the tablets / we / to / What / ?
O: “53 Two employees of a marketing company,
Sue and Jack, are planning their company's 3. of / hard copies / as well / need /
booth at the exhibition. Listen to the dialogue and the promotional material / We'll / to / display
write T (true) or F (false) next to each statement.
me 1, They have a long time before the exhibition,
—. 2. They need to give someone instructions about
4. some / for / ask / Let's / racks
what to include in ther booth.
The company recently changed ts slogan and
Lo

logo. 5. have / do / we / Vhat / could / is / a display board /

instead
4, They want to show some examples of their work
on tablets.
- They're only going to use digital materials to tell 6. of / to / offer / think / want / what / vve'l /
people about their compary. giveaways / we / to / need
Jack suggests showing an example of hov ihey
have used social media to promote a company.
u
sa
[2 A Your Turn gs |
How many reasons can you think 0 Work in pairs. Use the sentences
from
of for why people and companies Exercise 3 to write a dialogue similar to the
attend business exhibitions? one in Exercise 2. Practise your new dialogue.
 Working with Vocabulary Complete the sentences with the words and
phrases below.
VOCABULARY PRESENTATION award-winning + field + hard copy + sample
video clip
[ 7 Match the words below to the items in the pictures. ¿o a
D 1. booth .5. business card YouTube channel.
2. banner .6. slogan 2. There are alot of visitors here who work in the
...8. logo ...7. display board aemoreeeenamena Of loglístics,
..4. pamphiet ... 8. rack 3. We should ask each designer to send ina
.. Of their work so we can gel

) y) Global Phones ¿El an idea of how good thay are.

4. They are very proud of their...
design—it was Car of the Year 2022.
5. Having the exhibition programme on an app
is convenient, but | alvvays Ike to have a

o
DEI ETA as well to take notes cn.

Replace the words and phrases in bold with the

correct word below.
profile « display + gather + deposit + feature + variety
é sd gai
something to attract visitors. . . _
2. Te ns Dr come e: etibition
attracts — from accountancy firms to IT specialists —
is what makes it so special. .......................—.—...
3. We get Ndada:once a month to discuss the latest
trends...
4, comite in the nevss has —_— increased our
level of attention...
5. Vitia val a Mierurmano, 1
at the exhibition, -.——w
6. Hhink we should show eme megas do mara
booth look more attractive...

6 «155 An exhibit manager is talking on the phone to

a client, Listen to the conversation and number
“0 51 Circle the correct answer. Then listen and (1-5) the items in the order they are discussed.
: sn yo . 2: Ah .... a, how big Global Bookstore's booth is golng to be
. We need to design
a brochure / hard copy that ; :
shows le! lc Aholo them. 3: ENE EA

2. Il's always a goog idea to have some giveaways / ;

deposite with your company name on them, lie .... C, the type of books published by Gicbal Bookstore
pens or USB sticks. — d. an invitation to phones with questions or other
3, Let's exhibit / gather some of our products in our amas _
booth so that people can see what they actually —— €, the distance
from the tran station
to the exhibition
look like.
4. The current trend / field is for sustainable
products,
5, Our video clips / specifications were for a booth Workin palrs. You both work for a mobile phone
with two screens and two display boards.
6. Our commercials / profiles on the radio and
television have definitely helped us to get our
company name better known.
7, Qur promotional material / bocths must talk
about the high quality of our products.
8. We should display / sign up for this exhibition —
it could help us get alot of new customers.
 Attending Business Events
1 “e Read the webpage. Write T (true), F (false) or DS (doesn't say) next to each statement.

The Busi Skills Directo — 1. Making small talk can help your
company succeed.
Networking —— 2. Small talk can help you to ván friends
as well as business.
Making Small Talk at Business Events
1
Small talk is an important skill in the world of business. By making
— 8. person,
Small talkbutcannothelpaboutyou theleamplaceaboutwherea
small talk at a business event, you can find out if a company is he / she works.
well-established and if it has got the potential to become a valued 4. Small talkis useful for ¡dentilying
customer. We are always looking for ways to increase the companys businesses that might want to buy
business. The following ideas can help you use small talk to help from your company.
achieve every company's goal: increase business. .. 5. You shouldn't ask someone questions
about
his / her job.
Hi, my name is... . I represent ....
[oo — ErsAae eee you are at is one way to begín
do talking
to someone.
What do you do at... ? A
What department
do kin? 7, One possible topic is to ask about
E o VENA where they do business.
That's a rapidly-growing field. -—.8. During the conversation, you should
The market is very strong at the moment. (balón
What challenges are you facing in your area? Mo
9. You should listen to the other person,
but It's more important that you get
e him / her to ten to you by being
Do you sell to the EU? interesting.
... 10. When you are listening to someone,
you shoud remain completely silent.
Can I give you my business card?
TU give you a call next week.

A successful conversation is as much about listening as it is about

In different cultures, business
talking. Ask interesting and thoughtful questions to make the
people greet each other differenttly.
conversation flow. Show interest by focusing on the person you're For example, some shake hands,
talking to, use body language like nodding your head and making some kiss and some bow.
eye contact, and add hmm and uh-huh at appropriate moments.

[27 “) 67 Two visitors at an exhibition (A and B) are making small talk.

Listen to the dialogue and fill in the missing words.
A: Hi, I'm Linda Robinson. | represent Cosmic A: The European market is very strong right now.
Import é Export. B: Ns we're st forward to expanding our
B:' ...to meet you. I'm Jake “E ... here, There's a lot of potential,
West from Smart Homes. We produce home A: Why don't we pa business cards? I'd
automation systems. like to send you some ". . . . . about
A: It's a pleasura to meet you, Jake. I've read that Cosmic Import á Export. Hapetuliy, we can do
home automation Is a rapidiy-growing ficid business together.
What do you do at Smart Homes? B: Great. I' be hapoy to have a look at it.
B: I'm the ......—.————.———.. Manager. We're
looking for new vendors.
A: 1 sea. Which markets do you serve?
B: Currently, ve only serve the * ....
market, but we're hoping to *....
the European market.
“—
 Read the dialogue in Exercise 2 again and [7 E Match A to B to form sentences.
circle the correct answer. A
1. Jake's / Linda's company makes home Ve hope to increase our business
automation systems.
Betore you enter a market,

ER
2, Linda Robinson thinks that the types of products
Making small tak is one of the skills
made by Smart Homes are becoming more and
more expensive / popular. A valued customer

3. Jake wants to ind people interested in MI give you a call so

>
developing / selling his products. An example of a rapidiy-growing field

e
. Jake's company sells its products in We exchanged business cards
>

many countries / one country. B

5, Jake's company plans to start / stop doing a. you need to succeed in business.
business in Europe.
we can set a meeting soon.
6. Linda wants to give Jake some detais about
, ES virtual reality — we are seeing It more and more
her company / the European market.

-=onon
. during a coffee break at the convention.
by developing new products.
is important for your business.
. you must find out about your competitors.

o
7 Write the words and phrases below next to the
correct definition.
Working with Vocabulary body language + make eye contact + nod
represent + thoughtful + vendor
VOCABULARY PRESENTATION 1. act or speak officially for someone .........—....—..—.—.——-
O: Tick (7) the logical sentences. 2. move your head up and down to signal a

—. 1. When you show interest in what someone

is saying, you let the person know you are
istening.
. A company with alot of potential vall probably
be successtul.
. A well-established business is generally a new
business,
. You might need more workers if you expand
your business.
. the market for a product is strong, there are
a lot of customers who want it.
.... 5, When you make smail talk, you may discuss
a serious family problem.
.... 7. When a conversation fiows, there are many
moments of sience.
.... B. People want to achieve their goals.
5 CJ) Workin pairs. Explain why the sentences
you didn't tick in Exercise 4 are not logical.
3. communication by movement, not words
4. look at someone directly while they look directly
at you
5. showing hat you have considered something
carefuly . A
6.a business thatat salis products y
Work'la palo: imadiva yau are a
businessperson at an exhibition. Make small
talk with another businessperson.
Student A: You are the Marketing Manager at
A ni
Student B: You are the Purchasing Manager at
Cole Department Stores.
Follow the flow chart on page 110 and act
out the conversation.
 Making Travel

[> E Started: Vocabulary (page 149) )

1 “065 Read the e-mail about travel arrangements. Car rental agencies classify cars according to
Circle the correct answer.
manual or automatic and according to size.
Different agencies classify cars differently:
To: JA Rovers small: compact / economy
From: Ron Edwards
medium: intermediate / mid-sized / full-sized
Subject: Tp to Bayng
standard large: luxury / premium
Hello Jill,

=
Pve made all the arangements for your trip to Beijing with Adam.
PIE quickay run through your itinerary here. *“) 6 An administrative
assistant is talking to
| have booked two business class retum tickets on direct flights. a representative
at an airline's call centre.
Listen to the dialogue and complete the sentences.
Outboung flight:
Use the prompts in brackets to help you.
Flight number TA145 from London, Heathrow, to BCIA (Beijing
Capital Intemational Airport). Departure is on Sunday, 3rd March, 1. The original booking was Tor ......—.—.——————
at 3.30 pm. Amival ison Monday, 4th March,
at 8.30 am, local time. (date)
Inbound fight: 2. The original flight number was SA
Flight number TA132 from BCIA to London, Heathrow. The flight (number)
takes off on Sunday, 10th March, at 11,00 am and lands at 3. Leo Hunter wants to fly from London to
Heathrow on 10th March at 3.30 pm. PTE UNE (place)
The airline will send each of you a confirmation e-mail with your . There is no charge Vf
e-ticket váthin 48 hours. Let me know If you don't recelve it, long as it is less than...
I've also organised the rental of an intermediate car (automatic) before the fight. (number)
for your trip. The car will be waiting for you at Check Cars at the . The only seatson 21st July are in
airport (their office is near the taxi rank). At the end of your trip, class. (type of ticket)
you drop off the car there, too. Insurance and untimited mileage
are included. You will get an e-mail with your car rental voucher The new fight leaves London at
soon. You will need to show that and your driving Iicence vhen (time)
you collect
the car. It's only a short drive to your hotel. 7, Leo Hunters seatis..
H you need me to do anything else, please let me know. Online check-in is ......
Thanks, the fight. (number)
Ron
*) 5 Listen to the dialogue again and complete
——UAAOAQA LT the sentences.
NU ..... online for our CEO for
1, is going on a business trip with Adam / Ron 20th July.
2. will / won't need to change planes 2. May | have the name and fight
number, please?
3. leaves the UK on Monday / Sunday in the moming /
afternoon 3. "'m afraid business class is fully .................————— ¿
4. wil spend seven / ten days in China . | can offer him a seat in economy class or place
him on he ..—..—.—. list,
5. wil come home on fight TA132 / TA145
5. The directseda on 22nd July has been
6. wil have an electronic / a paper ticket
7. ls going to drive / take a taxi from the airport in Bejing 6. Thec PD in desk ESTAS NERY two hours
8. will / won't have to pay extra if she does a lot of driving before the fight.
7. Ha can check in .......—...————— 24 hours before
his fight.
Find out more X
Go online and find out how much it costs for
a business class ticket from Heathrow Airport
to Beijing Capital International
Airport, Work in pairs. Write a dialogue similar to the
returning one week later. Find out how much one In Exercise 2 using the expressions from
it costs to hire a car for that time. Exercise 3. Practise your new dialogue.
 Working with Vocabulary Complete the sentences with the words and
phrases below.
10/18 ) VOCABULARY PRESENTATION drop off + insurance + passenger + rental car
untimited mileage
Match A to B to form expressions
related to
travel. 1. We collected our ........—.w..—.——.————— Et the airport
and drove straight to 1he coast.
A B
2. | prefer driving to being a...
1. boarding a. assignment
3, We can... rear talon
2. direct .-.b. ffight before we y home.
3, driving .. C, licence 4, Its good that ... : .. Is included
in the
4. seat d. rank price, as we have H lot of driving to dol
5. taxi ... 6. DASS 5. You must get .. when you hire
a car in case you have an accident.
Write three sentences using some of the
expressions from Exercise 4. “71 Dave is talking on the phone to a clerk at
a car rental agency. Listen to the conversation
and fill in the invoice.

Complete the sentences with the pairs of words

below.
EA CAR RENTALS Invoice 4103692

Name of Customer: [Dave Banks

cancelled / delayed + e-ticket / voucher
fully booked / waiting list + lands / takes off Type
of car:
+ compact Piintemediate luxury
one-way / return += outbound / inbound
stopover / via Pick up: Date: E : 1 Time: 10:30am
Ins ticket takes you somewhere,
buta.. ticket takes you there and
back.
2. When your pare leaves the almport, it
. When you arrive at your
destination, "a EEN PEN RENE Payment method:
3, If your journey includes a... PESTE "Ficash cheque [credit card
Dubai, for example, it meanss hal you are
a a fying Price for car rental: F
Extras: 7” rnmancanianeeneeos (ES
PEL day)
Total: 1

EAN oo .. fight takes you to your

What are the advantages and "A
destination and an Mght brings
disadvantages of hiring a car or using
you home.
public transport when travelling abroad?
6, If your fight
is .... itis late. Ititis
—_. tisn gong to leave al alí
. Iatilght is ... , YOU can ask to be
4

put on the...
Work
in pairs.
[7 Y *) 75 Circle the correct answers to complete Student A: You work at a car rental agency.
the text. Listen and check your answers. Student B: You are at the airport and you
need to hire a car.
( Ityou want to travel by plane, first,
you need to "check
in / Follow the flow chart on page 110 and act
make a reservation. Then the airline will send you a
out the conversation.
* confirmation e-mail / gate. This will tell you what your
* flight information board / itinerary is. This will include what
time your fight leaves (your * check-in desk / departure time)
and what time it gets to its destination (your “arrival time /
excess baggage). You can * check in / make a reservation
online or at the ” check-in desk / departure time at the
airport. If your bags are very heavy. you may have to pay an
extra charge for * arrival time/ excess baggage. You have to
watch the * flight information board / itinerary to see which
er confirmation e-mail / gate your fight leaves from.
 Booking Hotels ár Restaurants
Started: Vocabulary (page 149) )
1 =)77 Read the advert for a hotel. Look at the list
2 The company needs three executive suites with
single occupancy for four nights in September.
lts budget for these hotel reservationsis
€1,800. Is the hotel in the advert suitable?

from the advert that show the hotel can satisfy

these requirements.
O: “7: The Financial Director's personal assistant,
Ross (A), is talking to a reservations
clerk at
a hotel (8). Complete the dialogue with the
words below. Then listen to the dialogue and
check your answers.
assistance + January + night + seats + dates
quotes
A: Hello, I'm caling from BH Import 6. Export. We're
checking out different hotels for a business
trip rom 17th til 19h of * ...........——————————.—
B: How many people are ve talking about
A: A party of 12, and we'd like 12 executive sultes,
B: Let me check
our vacanciss. Yes, we've got 12
executive suites for single occupancy on those
2

A: Good. What aré your rates?

B: it's £150 per * nui. ms... TON EBCh F0OM,
half board. Would you Ike me to book tha rooms?
A: Not yet. First, 'd Ike to get *................—.—..———..—
from another two or three hotels.
B: | understand, sir.
A: I'd also like to know If we can book a private
room for the 12 of us at the hotel restaurant
for business dinners on both evenings.
B: Yes, you can. Our Tuip Room * .........—.—— eee
12, It's very elegant, with a pleasant atmosphere
for business dinners.
A: What type of cuisine do you serve?
B: We serve Chinese, Japanese and Thai food.
Our head chef is from Thailand,
A: Lovely. Thank you for your * .............mw—.———.—.—.——. y

Read the dialogue in Exercise 3 again.

Write T (true), F (false) or DS (doesn't say)
2, a fast internet connection in our rooms
3. to be able to hold meetings
next to each statement.
. 1. Thisis the first hotel Ress has called.
o. 2. Ross is helping to organise a party.
. 3. The hotel has encugh rooms avadable.
.. 4. The total cost per person is £150.
.. 5. Ross books 12 moms at the hotel.
.—. 6. The people from 8H import 8 Export won't
have time to go cut for dinner.
.. 7. The hotel restaurant
serves Asian focd.

4, to be able to create hard copies of documents

5, exercise facilities
 Working with Vocabulary [7 Complete the sentences with the words below.
standard + single + low + executive + full
(1C/18 ) vocABULARY PRESENTATION luxury + double + half + high

o Circle the TWO correct answers. 1. Il we go on holiday during ....—....—.————.—.—.

season, i'll be more expensive than during
1. A business centre will probably have.. ..... S0ASON.
a, computers Cc. a spa sulte is a room in a hotel
b. a photocopier — usuely used by businesspeople.
2, Hotel facilities may include a... . ..... 'OOM is for one person and
a. bar Cc. waiter . . 'COM is for two peonle,
b. laundry service A .. Suite in a hotel is more
3. Achef.... “ elegant thana a room.
a. creates recipas C. serves meals
5. M you choose ....... board at
a hotel, you get three meais a day. If you choose
b. prepares food smmoninnsanenmenne JOB, yOU get breakíast and
4. If a quest ordersroom service, the guest lunch or dinner.
may wanta....
a, different rom c. meal 8 Complete the sentences with words from
b. drink Exercises 5, 6 and 7.
5. A fitness centre has often got .... 1, "III be stayingat the hotel alone, so I'd like to
book a. " ,* said Brian to he
a. exercises equpment — c. a swimming pool reservations clerk.
b. a kitchen “There are always more vacancies during
”
asmananacnnsnas since y” NE hotel Manager said.
O: Match the words in A to the definitions in B.
3. "My kitchen prepares Indian - "
A explained the head ...............
1. luxurious 5. bill 4, "We'd like to book a table at the restaurant this
2. party 6. non-smoking evening. We're a... often,”
3, cuisine 7, vacancy said Sandra.
4, tip 8, transfer 5. "We're ready to go. Can you please bring us
QUE omnasnonacnnóonicaiainniacina 7" SEO ASKO NE
B momenotnnamenanen El HE restaurant.
— a. a style of cooking

SEIS —
... d. cigarettes aren't allowed Work pare.
... 8, a document that says how much you have to pay
.— f. transport from the airport to your hotel
.....9. a group of people doing something together
- h, extra money paid to thank a person for
giving
a service

Think of three countries that you would like to visit.

Go online and find out about giving tips in those
countries. Who should you tip? How much?

Some words have got more than one meaning,

like tip and party.
Read this helpful tip.
Don't forget to leave the waiter a tip.
I'm having a birthday party.
1'd like to book a table for a party of 20.
How do you say each of these words in your language?
 Review 5

Reading
(2) “71 Read the e-mail. Circle the correct answer.
Nevs essage

To: emi jacesontsoffech nett

From: philppa.rankinBsofzech net:
Subject: Exhibition 2023
11/07/2023
Hello Emily,
hope that you are well,
knowwe still have two months before the exhibition, but | think we need
tostart thinking about how to get the most out of It.
It's very Important that we get the design of our booth right. Could you do some
research into companies that can help us with this? As a starting point, you could
speak to Jeremy, as | know he used a company to help him with a booth last year.
| think the standard size of a booth at the exhibition Is about three metres by three
metres, so we'll probably need two next to each other, so that we can connect them
and have one that is six metres by three metres. That will mean that we can have some
really large display boards to attract visitors. Another reason | would like a large booth
Is so that we can have a comfortable seating area, People are more likely to spend
longerat our booth If they can sit down and have a cup of tea or coffee. Let's try to
get them to come to our booth Instead of golng to the café - and then we can sit with
them and start talking. Could you also get some quotes for some free gifts that we can
glve away? | was thinking pens, pen drives, notebooks, etc. with the company logo on.
We also need to have tablets set up, so that potential customers can try out some
of the latest software that we have produced. | think we'll get a lot more interest ¡F
people get the opportunity to see how good our products are.
The Design department has created the promotional materials, They are on the
Intranet in the 'Exhibitlon 2023' folder, Can you get some quotes for how much It will
cost to get these printed? There are two leaflets and a brochure. 1 think we'll need
about 200 coples of each of them.
Thanks and let me know If you have any questions.
Philippa

1. The exhibition is in... . 5, Philippa wants comfortable seats because ... .

a. July a. she thinks they will encourage people to stay
b. August longer at the booth
c, September b. she wants to be able to sit down with a cup of
tea or coffee
. Philippa vants Emily to ....
Li

C, there isn't a café at the exhibition

a, design the booth
. Some of the things that Philibppa wants to give to
b. find out about booth design companies
visitors to the booth are... .
C, hire a booth design company
a, notebooks, pens and pen drives
3, Jeremy
was involved in organising
a booth in... .
b. pens, pen drives and software
a. 2021
Cc. software, tea and coffee
b. 2022
. Philippa wants Emily to find out the cost of ....
c, 2023
a. designing the promotional material
4. Philippa wants ... .
b, getting their promotional material uploaded to
a. one smaller booth the Internet
b. hvo booths together C, printing the promotional material
C. two separate booths
 Writing
o: Write an e-mail telling employees at the
company where you work about an exhibition
you are going to attend.
Include:
* what the exhibition is called and vhat it is about.
* when and where it will take place,
* what people can expect to see there.
* why you think employees will ind the exhibition
interesting
or helpful with their work.
* a contact name and number for further enquiries.
Come and participate in ... .
You are invited to attend ....
The exhibition will take place from ... to ....
The exhibition will take place at ... .
—ltwill feature ....
The exhibition attracts ....
The event will beof interest |”.
The exhibition
offers professionals the
opportunityto ....
Quinn
Listening
“1 75 TWo people start talking at a business
exhibition. Listen to the dialogue and write
T (true), F (false) or DS (doesn't say) next to
each statement.
— 1. Steve thinks the exhibition is good.
.. 2. Steves company needs to start using
acecunting software because 1he number of
clients they have has increased.
— 3, Account Pro has been on the market for a long
time.
.... 4. Account Pro can help companies to cut costs.
.—.. 5. Leonora vorks in IT.
.... 6. Right Amount Solutions is working on a version
of Account Pro for France.
.—.7. Steve can see how Account Pro works at
Right Amount Solutions" booth,
— 8. Steve wants to buy Account Pro.
Speaking
4 C Workin pairs. You are at a business
exhibition. Read about your role and then have
a conversation with your partner.
Student A: You work in Procurement — finding
products to sell — for a chain of sports shops. You are
keoking for products to add to your range. You want
tracksuits, swmsuits, football boots and trainers.
Your company doesn't sell the cheapest brands - only
middle to top of the range. Your shop sells clothing for
men and women.
Student B: You work in Sales and Marketing for
a compery that makes trainers, You have some
new designs. You have samples at your booth. Your
preducts are for sale at a price in the middis of the
range. You have designs for men and women.
Listening
*) 7 A manager is talking to an office
administrator.
Listen to the dialogue and answer
the questions.
1. When is Alex travelling for work?
A O ATAR
2. What makes the hotel a good place for people
who naed to viork?
3. What options are there if you want to do some
exercise?
4. Why did Kelly book a table at the hotel restaurant?
5, What cuisine
does the hotel restaurant serve?
Wvi
ECN EE
7. How much does a room cost?
PUSE ESA TE ETA AAA eo a
B. ls the cost of a mom mere or less than what Alex
expected?
];]][—
[O ]PREALI S
Speaking
O:
2 wa In pala
Student A: You are a Manager,
Student B: You are an Office Administrator.
Follow the flow chart on page 111 and act out
the conversation.
 Taking Leave

Q: How much annual leave does an employee receive?

A: Employees who work a five-day week receive 28 days' paid annual leave.
Q: How do employees submit a request for annual leave?
A: Employees must submit their request in the holiday tracking system. IF
reguesting 10 or more days of leave, employees must give 14 days notice.
Q: Can the employer refuse to give leave?
A: The employer may restrict when leave can be taken, for example, al
certain busy periods but can't refuse to let workers take any leave at aíl.
Q: Can an employee carry over leave from year to year?
A: IF an employee has not taken the amount of annual leave
he / she is entítied to, the employee will be able to carry
over a maximum of five days to the following year
Q: Does the employee have to provide a doctors note to the
employer for sick Irave?
A: Án employee who is on sick leave for seven consecutive
days or more must provide a sick note signed by king conditions? Why?
a doctor,
Q: Can an employee take leave for a sick child?
A: Employees are entitled to three days of unpaid
leave to attenú to personal matters.

o 2 m4) Peter, the HR Director, is talking to Carrie, O: Replace the words and phrases in bold with
a new Administrative Assistant in the HR the correct word or phrase below.
department. Listen to the dialogue and circle the arrive + careless + co-worker's + employee's
correct answer. leave + notify » very important
1. Care ís going to explain clocking in and out to 1, | should instruct them to clock in when they enter
some new starters today / tomorrow. the building and clock out when they exit the
2, Came has aready read all / some of the building.
regulations. 2, They must never, under any circumstances, swipe
3. There are no / some situations where employees a colleague's card for him / her! ..........—...—..————.—
are allowed to swipe their co-workers' cards. 3. We need to know each worker's work hours.
4. Employees occasionally
/ often swipo cach EAN EVENTS
E
others cards. 4, They must tell security immediately.
5. If employees lose or forget ther card, they must tell did
their manager / security straigtaway. 5. That doesn't mean they can be irresponsible
with
6. People have used a card that they found to come LL. Me. ye DENIACIN
into the offices on one / more than one occasion. 6. Security is vital here.
o Tip!

A phrasal verb is a verb that is followed by

one or more particies. The meaning of the
phrasal verb is different from the meaning of
the verb alone.
You cannot carry over leave from year to year.
Let's go over the regulations.
 Working with Vocabulary [7 Y Match A to B to form sentences.
A
VOCABULARY PRESENTATION
. I you want to take more than 10 consecutive days

-
4 Tick (7) the sentences that use the words and 2. You must submit a request through the holiday
phrases in bold correctiy. tracking system
— 1. A part-time employee works more hours than 3. According to our company's regulations,
a full-time employee. 4, Did your line manager approve your request for
2. A busy periods a time when there isn't much leave
work. 5. You are entitled to take up to five days of unpaid
... 3, Your co-workers are the people that you leave
work with. B
... 4, Employees go to work during their annual leave. . f you want to take time off for any reason,
. or did she reject it?

aang
5. you take a week of unpaid leave, you wi not
get a salary for that week. lo attend to personal matters.
.. 6, An employee clocks in when she amives at work of annual leave, you have to give one month's
and clocks out when
she leaves work. notice.
.... 6. you can carry over nine days of annual leave
5 CJ Work in pairs. Explain why the sentences
from year to year.
you didn't tick in Exercise 4 are wrong.
Complete the sentences with words and phrases
[7 y UCA o E
from Exercises 4, 6 and 7.
and phrases below. Then listen and check your
answers. 1. Ididn't swipe my card this moming because tha
. wasn't working,
sick note + matemity leave + refuse + restrict
swipe your card + patemity leave + card reader A y >. Y y ESE .. IN the warehouse
right now. We need you to Work .....................——.—..
overtime + sick leave
this week.
1, A: Do you often work .. os IR
3. Are we entitled to ............................. any sick days
B: Yes, | usualy stay an extra hour.
from one year to the next?
2. A: Alicia is having a baby in the spring. 4. Can the manager .................—.............. to let me take
8: When is she going On ........——.——.————.——.—..—. 7? next week off work?
3. A: John was ill last week. He was on 5. | submitted a request to take time off, | hope my line
for four days.
B:Dd he brngia.====
== 2020 rom 6. | get 28 days of , in my new job.
his dector? 1Hhink 111 start planning some exciting trips!
4, A: How do you clock in?
PS VON ema oo . through the [7 E *) 55 Listen to a conversation between a company's
pas etico tama UNS UNO Shipping Manager and one of his employees.
reception dask. Circle the correct answer.
5. A: The company can't ........................————————— 1. Ruby would like to take a one-month / two-week
to give you holiday leave! holiday.
B: Thate:irua; But ECM... 2. Ruby submits her request less than / more than
when you can take holiday leave,
a month in advance.
3. There is / isn't alot of work at the company
6. A: HOW MUCH .......—.———<mmnnrnraoinannnciónn SOBS
a man get when his child is bom? right nov.

B: In this country. il's exit weeks.

4, From next month, Anne / Daniel isn't going to
work at the company any mere.
5. Mr Jones approves / rejects Ruby's request.

Work in pairs. You both work for a car parts

manufacturer.
Student A: You want to take some leave. Tum to
page 112. Explain your request to your manager.
Student B: You ere Student Ass line manager. Tum to
page 125 and use the information to help you explain
why you will or won't let Student A take his / her leave.
 Security in the Workplace
Qe=1na
startod: vocabulay page 1507)
o— 1 =)61 Read the page from a company's Intranet.
Write T (true), F (false) or DS (doesn't say).
Some businesses
use a security company
to keep their office and employees safe.
Go online and find three services that
security companies provide for companies.
Security Tips afor Office Managers
Access: All employees should have entry cards. The business 2 57 The Head of Security (A) is explaining
should control which areas on its premises each card can security procedures to a new employee (B).
access. Allow total access to as few employees as possible. Listen to the dialogue and fill in the missing
words.
Reception: All visitors should be received by a receptionist and
A: As you see, we've gol contactless fingerprint
asked politely about the purpose of their visit. Do not leave the
scanners instead of card readers. Just hold your
reception area unattended at any time. finger over the scanner to open a door
CCTV Surveillance System: Install a security camera system to B: OK. That's good. | don't have to womy about
monitor and record people entering and leaving the office. forgetting
my entry card.
Alarm System: Install a good alarm system that will alert the A: Exactly! Now let's go over security in your office.
authorities ¡f there is a break-in. Hard We == mio to your pedestal.
Lighting: Install adequate lighting around car parks, doors into B: Thank you.
the building, staircases and corridors, A: We have a 'clean-desk' policy, so at the end of
Computers: Invest in anti-virus software and the day, put everything — your *
firewalls to protect computers from viruses and any papers, etc. - into the pedestaland lock
and hacking, and keep them updated. it. During the day, keep any valuables locked in
your pedestal, but we don't recommend MD
Confidential Documents: Make sure confidential personal belongings in the *.................
documents are locked in a secure place. They overnight.
should be shredded when no longer needed.
B: Sure. 1'1 take my own things *
Training: Make sure your employees are trained to use with me.
Security equipment and follow procedures. Instruct them to A: If you leave your >. aminas y ON ÑOR
tell a security guarú if they see any unfamiliar people acting a moment, remember. to lock your computer
suspiciously. For their own safety, they must never challenge screen.
people themselves or question them about what they are doing.
B: In case I'm working on anything confidential?

O A: That's right. And you should always log off your

computer when you leave at the end of the day.

—. 1. All employees must be able to enter all areas of

O: Read the dialogue in Exercise 2 again. Answer
the questions.
the business premises.
1. Why don't employees have to remember an entry
— 2. Visitors must wait for an employee to accomparny
card?
them within the premises.
— 3. The CCTV surveillance system helps to keep
track of who comes to the premisas. 2. viral conurmolojena lan on Nai quecel Mirar
of the day?
4, The alarm system val notity the authorities it
someone enters the bullding illegally.
....D, There is no need for lighting outside the building. 3. Where should employees keep things like their
wallets and phones while they are at work?
— 6. Anti-virus software should be updated at least

4, What do the employees need to take away with

them at the end of every day?
... 8, If employees see someone who should not be in
the building, they should ask them to leave. 5 VWhy do employees need to lock air computer
screens vhen they leave their desks?

7
A security camera is also called Your Turn
a CCTV = closed circuit television.
 Working with Vocabulary 6 (9 Workin pairs. Explain what the difference
(IC/1S) ls between the sentences In each of the pailrs
(10/18) vocasuLarv pRESENTATION A you didn't tick in Exercise 5.
4 Match
the words in A
to their definition in B. 7 Complete the mini-dialogues with the words

A - security guard + lock + safety + question + key

1. software 6. monitor " surveillance system + personal belongings
2. install 7. premises 1. A:Can yOU .—.——.——————— 16 dc0r, please?
3. security camera 8. suspicious!y B: No. | haven't got al ...—.———.——————
4. viruses 9. protect 2. A: Did you... AENA mamo
5. hacking your department about the missing tems?
B B: Yes, but nobody saw anyone acting
. suspiciousy that day.
EN
—. D. keep safe
CC NS 3, A: here?
Do you think my ........—........—... Wil be safe
6. programs that damage computers B: Yes. Nobody can get in without an entry card,
.. d. programs used by computers and there's a .....—.n.—— ones at the entrance.
...8. watch something
over some time 4. A: How do you ensure your employees”
.. f. acompanys buildings andiand ein ió Y
—. Y. put a computer program on a computer B: We installed an excellent .......—— that
.... 1. in a way that appears to be dishonest or ilegal lets us monitor the entire buldng,
|. a Machine that records what it sees in order to 8 The words in bold are in the
wrong sentences.
keep a bulding safe Write them next to the correct sentences.
Y 1. You should lock your security cameras
in 1he
The field of technology often adds “*” UPBORÁ. -—.———————
new meanings to existing words: 2. The security a alert the company premises,
virus + mouse + window + bug + surf IND
What are their original meanings and 3. Several keys have damaged my computar.
new meanings? Can you think of any POT TT
more words like this? 4. There are two ao nes at the entrance
of the building. .
5. You shoulg install these viruses on your computer
O: Tick (/) the pairs of sentences with similar for safety purposes. .............—...—.——
meaning. 6, Does the alarm system question the police vhen
.— 1. a, Employees must accompany their visitors there's a breale-in? —.....—.———————
on company premises. 7. Where are the valuables to the conference room
b, Employees must offer assistance to visitors and the stockroom? ............——..—————m—e—.—
on company premises. 8. There's an untamiar man walking around the
.... 2. a, The receptionist left the reception desk lobby. A security —- shouid protect him.
unattended. PCT DEMO
b. There was no one at the reception desk.
... 3. a. Those men are unfamiliar to me.
b. | recognise those men.
... 4. al, We need better anti-virus software.
b. We need a better pregram to protect
cur
IT system.
.... 5, al, The alarm system tells the políce ven
there's a break-in.
b. The alam system alerts the police when
somecne accesses the premises illegally.
 Customer
Service
Qe Started: Vocabulary (page 151) ) 2 «1 The Head of Customer Service is speaking
with Cathy, a Customer
Service Representative.
1 “3 Read the e-mail. Complete the sentences Listen to the dialogue and tick (7) the correct
with words from the e-mail. sentence endings. There is always more than one
Correct answer.
1. Customers complained that Cathy ... .
| <astomer_serice_representabves>
From: Tom Logan .... A. didn't allow them to explain ther problems
Subject: Customer Satisfaction — Db. didn't transfer their calls properly

To all Customer Service Representatives, —. €. interrupted them

Lately, I have received complaints from customers who . d. argued with them
were dissatisfied with our service. I'd like to remind you 2. Cathy explained to her supervisor that ... .
that customer service affects our company reputation, .. a. she is alvvays polite
and in the long run, this will affect our ability to attract
clients. Therefore, we must keepour customers satisfied, b. there was a lot of work
Here are a few reminders of how to deal with enquiries —..C. sha was tired
or complaints: .... 0. she isn't happy at work
1. Greet each customer in a friendly manner. Treat the 3. Ms Butler tells Cathy ... .
y customer respectfully. si 0 a. she neads to work harder
O EA ., they are satisfied with most of her work
3. Apologise when necessary. Don't argue with the —€ sometimes customers are rude
customer and ahways speak calmiy. ....d. she can never be rude
4. Try to think of a solution that satisfies the customer.
Depending on the situation, offer a refund,
replacement or gift. | When dealing with customer complaints,
5. Assure the customer that you try to put yourself in the customers" place.
vall solve his or her problem. The customers need to feel you're on their
Use phrases like "II see what side and that you empathise with them.
can be done” and “I will keep
you updated". "Y
6. Keep promises
and follow up to Have you ever stopped using a company because *f*
check that problems are solved. you received poor service?
What happened?
Tom Logan
Head of Customer Service 3 455 Match A to B to form sentences from the
dialogue. Listen and check your answers.
A
1, I'm afraid there have been some
2, He complained about
3. That's no

1. Customers are unhappy with 1he —....—.—.————— 4. You were very impatient
they received from the company. 5. You must handie
2, Tom Logan is woried that if the company gets a bad B
—————————] IE WII Make less Money. a, excuse.
3, It's important
to be and behave ....b. and you interrupted her.
EEE Cora ....C. Not getting a chance to explain his problem.
Sima atada d. compleints rom customers about you.
6. customer complaíts professionally.

Work in pairs. Use the sentences from

Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
 Working with Vocabulary O: Use the words and phrases below to complete
the sentences.
VOCABULARY PRESENTATION argue + enquiries + reputation + keep a promise
treat + in the long
run + solve + assure
4 Tick (7) the sentences that relate to good
1, That company has got a bad...
customer service.
because of its poor customer service.
— 1. The customers are satisfied vath the service
they receive, 2 YUU MO za with customers,
Stay cam and professional.
.— 2. The reps are often rude to customers.
3. There have been mary ........zzos—.—————.......... UNS WOOK
3. The reps respond calmiy to customers'
about our new XYZ20 phone, People want to knov
complaints. when II be in the market.
— 4. The reps are usually impatient, 4, We must . v. Bl Our customers
with
....9. The reps ahways speak respectfullyto respect and always speak politely.
1ne customers. 5. The directors had to cut a lot of jobs, but
— 6. The reps ahways greet customers politely. cmoimeneenmannnns
¡E WES the only way to save

o: Match the words in A to their definitions in B.

A
1. remind 5. deal with 7, Itisn't always
easy to ............................... problems,
2. refund 56, dissatisfied but we always find a vay to keep our customers

3, replacement 7, exhausted pPy.

: 8, You must always .....———— that you make
4. manner 8. apologise to a customer.
B
.. A. he way something is dona 7 <> Two Customer Service Representatives at
.... D. very tred Lloyds' Office Equipment receive complaints
: on the phone. Listen to the conversations
and
— 0. uberution complete the forms below.
. d. cause someone
to remember
... 8, handle Complaint received by: Mati Jenkins
—1. say you're sony Customers
name: [Mrs Jackson
.. 9. Unhappy ;
Company name: Lake Te
_h. money that a company gives back to Description of complaínt:
2
a customer —

Action taken:

Complaint received by: [Jade McArthur 1

Customer's name: Brian Harris
Company name: Harford College |
ponete of complaint:

Work in pairs.
Student A: You are a Customer Service Representative at
Lloyds'
Office Equipment,
Student B: You work for All Adds Up Acoountancy Ltd. You're
phoning Lloyds' Office Equipment to complain because you
ordered five packs of paper and ten packs of writing pads, but
you received ten packs of paper and five packs of writing pads.
Follow the flow chart on page 112 and act out the
conversation. Then swap roles and invent a new scenario.
“ Handling Com plaints
2 “)
o 1 =)57 Read the e-mail. Answer the questions.
To: Ms Pros
From Blen Gi
Subject: Holiday complant
Dear
Ms Philips,
Following our telephone conversation yesterday, | am writing
to give detalis of my complaint abcut my family's holidayat
Sun Hotel in Ahodes from 9th 10 161h July 2023.
We booked the hoiday through SunTours after seeing it
on your vebsite, I'm afraid the hotel was not at all like it
was presented Ín the online brochure. Although the hotel
Is sunposed ta be a four-star accommodation, the moms
were smail and uncomfortable. The air conditioner was very
old and made a noise, The curtains in one of the rooms
were tom! in addition, there were problems váth the hot
water and the rooms smelied of cigarette smoke. Moreover,
there was a problem with the swimming pool, so it ves
ciosed because of a technical problem they couldn't solve,
ligel that we are due a full refund for this holiday, and |
also insist on receiving compensation as we were all very
disappointed. The hotel was very different from how It was
described cn the website, and it certainly faled to mee: our
expectations.
!ook fonward to hearing
from you váthin the next
two weeks,
Yours sincerely.
Ellen Gill
The Director of Customer Service (A) is
discussing a complaint with a customer (B).
Complete the dialogue with the words below.
Then listen to the dislogue and check your
answers.
assist + goods + manager + may + soon
A: Hello, Stradford Antique Company, Amy Kim
speaking. How * ........—w.——.. | help you?
8: Hello, this is Mikhail Romanov from Moscow
Antiques. I'm afraid I've got a very serious
complaint. That's why | asked to be transterred
to you,
A: 1 see. What is the matter, Mr Romanov?
B: Al the? you sent us are broken!
|hink the container must have been dropped.
This will have serious consequences for our
business
A: | apologíse most sincerely, Mr Romanov. |
will talk to the * ..............—————— of the Export
Department, Mr Clark, to see how we can
rs you.
B: You have insurance, don't you?
A: Yes, of course. It sounds like we'll have to make
a claim. Don't worry. As you know, we value you
as a customer and I'm sure we'll find a way to
compensate you for the inconvenienco.
B: | hope so, 1 look forward to hearing from you very
Lo
A: 11l be in touch with you, Mr Romanov,
in the next few hours.

Read the dialogue in Exercise 2 again

and complete
the complaint form.

[ Comotaint Form Y : —u
Stradford Antique Company
Customer's name:
Fuel] We use connectors of addition such as moreover,
furthermore, in addition and as wellas when
introducing more similar ideas.
In addition, there were problems with the hot water:

1, Why does Ellen Gill write the letter?

2. Why was she dissatisfied with the rooms?

Find five reasons in her e-mail,
AaNOP

Find examples of complaints against companies

online. How effective do you think these
complaints are? Did the company respond? If so,
what do you think of its response?

3. What other problem was there at the hotel?

4. What is Ellen Gil requesting from SunTours?

60
 Working with Vocabulary [7 Complete the sentences with the words below.
at our expense + failed to meet + faulty part
| IC/IS ) vocaBuLARY PRESENTATION insists on + repair + supposed to

Match each of the sentence beginnings in A to 1, All of the shirts are tom. There's no way lo
two of the phrases in B to form logical sentences.
2. The machine doesn't work because it's got
A
.. 1. The dress
3. We will ship the goods
2. The prnter instead of charging the client.
.. 3. The milk 4, The customer. a . . getting
B arelung, nota replacement.
a. makes a noise. We were .. , . receive the order

Ly)
yesterday, buti it naver arriv
b. is torn.
Cc. isn't fresh. 6. These products ... .... OUF
requirements.
d. has got a hole in it.
e. tastes bad.
f. is missing a part.

o: Write each word or phrase below next to its caling the

definition. Director of Customer Service of Techno Toys
defect + be in touch + inconvenience to make a compleint. Tum to page 112 and give
overcharge + under warranty the necessary detals.
e is... : have contact Student B: You are the Director of Customer
Service of Techno Toys. Turn to page 125. Ask
Z : is guaranteed
questions to fill in the complaínt form and suggest
3... : something wrong a solution
to the problem.
a, : aSK lor too much money
: dificulty causad
s

O: The words
and phrases in bold are in the wrong VE >worbook
page 26.
sentences. Write them next to the correct
sentences.
. This is going to have sarious expectations untess
we solve this problem today. ,
2, The curtains that | ordered from you arrived,
but they're due —| can't se any of them.

. They said iner compensation was competitive,

te

but | thought their products were reality expensive.

Online
. YOU will need to credit your account on your Support
>

insurance.

. We were torn with the quality of the shoes, They

Le

werent as good as we'd expected,

. | had heped that 1nis now software would solve all
o

of our propiems, Unfortunately, my consequences

were unrealistically high.
. In my opinion, he sevice we recelved was
-

disappointed. It wasn't bad, but it wasn't very

good esther.
. We will make a claim with the amount you
e)

were overcharged. .. A
| think we deserve somele pricing don all the
o

problems that we've had. ..........—.———.

Since the goods you sent were demas
we are satisfactory e full refund, in my
opinion
 Reading
o 1 45 Read the e-mail. Write T (true) or F (false) next to each statement.

lo ALLSTAN
Homo Graham Hardcastle
Subject New security measures

Dear all,
As you know, last Saturday night, there was a break-In at our offices and some computer equipment
was taken. There have also been other incidents In the last two months where people who shouldn't
be here have come Into the bullding during the day. While none of these people caused any problems,
we think that we need to Improve security for the bullding. | would lIke to take this opportunity to
explain some of the new measures.
At each of the entrances, there will now be a security guard and a card reader. You will all have a card
that you will have to swipe in order to get Into the building. We vall send out the cards next week.
We will also be improving the surveillance system. This will include more security cameras, which
will allow us to monitor most areas of the buliding. There will also be a more effective alarm
system, because our current one failed to alert the police during the break-in.
In addition to protecting the premises more effectively, we also want to Improve our cyber
security. Hacking Is a real threat to businesses like ours, so the IT Department Is working
to Identify the best firewall and anti-virus software for us to use. | wlll keep you updated
about this process.
And, of course, we want to keep you all safe. For this reason, we will be installing better
lighting outside the bullding. If anyone would like a security guard to accompany them to
the car park, Just ask — | know that people don't ahways feel safe there ¡f they are returning
to their car, especially late in the evening.
If you have any questions about any of this, please don't hesitate to contact me.
Best wishes,
Graham Hardcastle
Head of Security

— 1. Some people came into the busding nm the
daytime and stole some things.
.. 2. Employess won't ba able to enter the building
If they don't swipe their card.
. 3. The employees already have their cards.
... 4. There are currently some security cameras in the
bullding.
5. They are womied about people Hliegally accessing their
computer system.
. 6, Security quards vil make sure employees get to their
vehicles safely if they want them to.

Writing
o 2 Write an e-mail of complaint about
something you bought that was faulty.
Include:
* the reason you are writing the e-mail
* the item you purchased
* where and vhen you bought it
* whatis wrong with It
* the action you expect to be taken /
the compensation you expect
Useful
| Language
1 am writing with regard to ... .
| wish to complain
about ... .
The invoice / order number is ... .
Unfortunately,
the ... was missing a ... / is faulty /
broken
/ torn.
Please send me / us a replacement immediately.
This has caused me / us great inconvenience.
| feel that you should offer us some form of compensation.
Please look into the matter as soon as possible.
1 look forward to hearing from you.
 Listening Listening

3 45 A staff member of Human Resources O: “91 A customer is talking to Sam, a Customer

at a company is talking to a group of new Service Representative. Listen to the dialogue
employees. Listen to the talk and answer the and complete Sam's notes.
questions. 1. Problems: ..
1. What appears on the employees' cards? 2, Order number:
3. ltems ordered and quantity:
2. Who do you inform If you lose or forget your . dresses
card? — Shirts
.... pais of trousers
3, Why is it important that you give a temporary card 4, Customers request:
back? 5.Nextelep:-... —..—
6. Follow-up call n:
4, What two reasons does the speaker give for why
leave might be refused? Speaking

5. How much notice woulkd you have to give if you

O CO Workin pairs.
wanted to take 12 days off in a row?
6. What two factors does the speaker mention that
will afiect hoy much leave someone gets each
year?
7, When do you have to get a letter from your doctor
confirming that you were 187
Student A: You are 1he Heac of Customer Service.
You need to speak to Student B, a Customer Sanvice
Representative, about the way he / she talks to
customers. Tun to page 112
Student B: You are a Customer Service Representative.
Listen to the Head of Customer Service's complaints
about your work. Tur to page 125. Use tha ponts
provided and ade your own ideas to explain why these
thnos happened,

Speaking
O: CJ Work in pairs.
Student A: You are welcoming a new employee to
the company váhere you work. Tum to page 112 and
answer Student B's questions.
Student B: Ycu are a new employee, Tun to
page 125 and ask Student A questions.
 Market
Research

CONDUCTING A MARKET RESEARCH INTERVIEW

When you launch a new product, you want to get as much of the market share as possible. This
is why it is important to know exactly what your customers want when developing a product.
One good way of getting a lot of data is to send out questiomaires, but this might not give you
the insights you need to interpret the data. Although market research interviews can take a lot of
time
to conduct, they allow you to really find out vihat your customers think and what they want.
The stages of planning market research interviews:
A. What is the purpose of your survey? What information — D. Start with general questions before becoming
do you want to find out? This determines who you will more specific. Dont influence the interviewee with
interview and what questions you will ask them. the way you ask the question. For example, ask,
'What is your opinion of fast food?” not 'Do you
B. You must interview the ríght type of people to get the agree that fast food Is bad?”
information
you need. You must also ask yourself
how
many people you will need to interview. E. Before conducting your interviews on your
target population, test your questionnaireon
C. There are different interviewing methods. Examine the a small group of people to check if there are any
advantages and disadvantages of each method before problems.
you decide on the most suitable one for your purposes. Z

o: 41 53 Jim and Janice are discussing how to do O: 4) 21 Put the words into the correct order to form
market research for a new product. Listen to the sentences from the dialogue. Then listen and check
dialogue and circle the correct option. your answers.
1. The company has already launched / 1. to/ need / We / that / something / that people /
hasn't launched its product. make sure / actually want / we're selling / .
2, The company is gong to make something that CI a A
pecple can use in the bathroom / kitchen. 2. we/ personal / Perhaps / conduct / interviews / should / .
3. The market researchers
have done some /
haven't done any market research before now.
3, survey / telephone / is / A / cheaper / faster / and /.
4. Janice doesn't Ike the idea of a telephone survey
because people often don't answer the phone /
they won't be able to show their product. 4. more / able / be / We'll / to / people / reach / .
5, Jim thinks that sending out marketng e-mails
won't give a good impression of their business / 5. about / e-mail / How / an / survey / ?
costs
alot of money,
6. Janice agrees / doesn't agree that a web survey 6. could / t0/ We / a / link / video / include / a/ .
is a good idea.

- Web / the / to / method / is / Perhaps / a / best /

-

survey
/ conduct / .
A simple definition of marketing is:
Putting the right product in the right
place, at the right price, at the right time.
 Working with Vocabulary [7 Y Match A to B to form sentences.
A
VOCABULARY PRESENTATION You conduct
a survey

avN.-
O: Tick (/) the sentences that use the words in Wnen you interpret
data,
bold correctly. A sales analysis
— 1. The environmental impact of a car will Your target population
influencea person's decision
to buy one. A company's
market share is

97
. Could you test the new system to see if it A method
works correctly?
B
.. 3, We need to find out some of the data that we
have gathered. . Now many products It selis in comparison vith
its competitors.
. We can't sell a prototype in the shops.
... D. to collect information from many people.
— 5. The interviews gave us alot of insights into
customer requirements, so we st don't ....C, 15 the group of people vho you think may buy
understand what they need. your product,
6. 1 saw the now software in action - it looked . examines how wel products have sold.
very easy to use. is a way of doing something.
. They have cancelled the project, so they want mf. you decide what it means,
Us to go ahead with it.
— B. We should show a demo so that people 8 =4%5 Listen to a telephone survey and complete
understand how it works. the survey form with the interviewee's
answers.

O 5 S workin pairs. Explain why the sentences

you didn't tick in Exercise 4 are incorrect.
q,
COODPRICE
Teod: ps
O: *) % Complete the sentences with the words 1. How often do you eat cereal bars?
below. Then listen and check your answers.
E every day
determine + brand + focus group + buying habits 4-5 times a week [oncea week [never
interested in + questionnaire + factor [2-3 times a week [less
than once a week
interviewee + market research 2. What type of cereal bars do you prefer?
1. We"! sefl this product to people who are Elchocolate Pnut Mother.....—————
E honey E fruit
2. Ven I'm cheosing which materials to buy, the 3. What factors are important to you when
most important ..... .is the choosing a cereal bar?
prica. Disize Elpackaging E] numberof calories
3. We need to change people's E price E brand
Sida and persuade
them to 4. How much would you pay for a single cereal
get more from local shops. bar?
4, OTE RRE Cupto £1.00 M£1.01-£1.50 M£1.51-£2.00
E more than £2.09
5. Are you loyal to certain food brands?
El yes S no
6. Age:....... 7. Cimale Elfemale
7. HOW Can ve -.——.—.—mmm——m—m—mmonsnanenanena WICH 8. Employment: [student [Cl full-time
job
information is the most important? El part-sime
job El unemployed
————_———————]]]Ñ—]
E. We conducted a .......—..—.————————.———— . for
people to discuss what they want from a washing
machine.
¡- a < | ADS used different Work
in pairs.
methods to discover exactly vihat customers are Student A: You work for a company that makes
looking for. chocolate bars. Turn to page 113 and ask
Student B the market research questions, Then
answer your partner's questions.
Student B: You work for a company that makes
fizzy drinks. Answer your partners questions.
Then tum to page 126 and ask Student A the
delinear
la Marketing Strategies
Qeerina started: Vocabulay (pago 152) )
[27 *) 97 Read the e-mail. Tick (/) the things that
Ethan Graham mentions.
[0
I'm happy to announce that we've
reached the last stages in the development
of our new electric car — the NNT Mini. Bethany's
marketing team will be responsible for planning our
marketing strategies.
Bethany's team will meet with Owen's production team
on Sth Julyat 10.00 am for a brainstorming session. The
following issues will be discussed at the meeting. Please
come prepared with your thoughts and ideas.
* Whatis the USP of our vehicle in comparison to our
competitors' vehicles?
* Who are our prospective customers? Is protecting the
environment the main reason an electric car appeals to
them?
* Whats the size of the market? How will we increase the
demand for our product?
* What marketing techniques will be most effective?
* How can we prepare an oríginal marketing campalgn?
What kind of promotions will attract consumers to our
product? What public relations events should we plan
and in which cities?
Ss pets an electric car improve
our company's image?
Marketing Director
.—. 1. how to develcp a new vehicle that uses
electricity instead of petrol
— 2. what makes their new electric vehicle diferent
from similar products made by other companies
3, What kind of people might want to use the nev
electric vehicle
4. vhat the benofits to the planet are of this type of
car
..... 8. what changes need to be made to the vehicie to
attract more customers
-— 6. how to make more peopte want the product
..— 7. analysing the technology used
in the
development of the product
....8. the best marketing
methods fer this product
.... 9. how to make their promotion of the vehicie
unique
.. 10. how to encourage places to use the vehicie in
their public transport system
USP is short for unique selling point. A USP
ls what makes your product different or better
than the competitor's similar product.
o: 4) t A cashier in a computer shop (A) is talking
to a customer (B). Listen to the dialogue and
choose the correct number.
A: Hello, sir. Ah, the AX50 laptop — that'sa really
popular choice. So, that is * £615 / £650, please.
We've got a special offer on our full ? one- /
three-year vvarranty at the moment. Would you
like to take advantage of that?
B: What does it include?
A: Here at Premium PCs, we specialise in
repairing computers, so if anything goes wrong
with yours, we will foc it váithin * four / five days.
B: What else?
A: You also get 24/7 technical support with anything
that you're trying to do, from sending an e-mail
to downloading software. And when you're ready
to replace your computer, we'll dispose of it in an
environmentally friendiy way and make sure your
data is safe. And not only that, we'll also give
you * 10% / 20% off your next computer.
B: OK. That sounds quite good. How much does
the warranty cost?
A: You'll get all this for only * £715 / £€150. That's
£50 off the usual price, so it's great value.
B: Do | have to decide now?
A: No, but this offer is only valid till the * 64h /
16th of this month.
B: Well,
the 24/7 support would be useful — 1 osten
help. OK, you've persu: mel
A: Excellent. You won't regret It.
Go online and find out about point-of-sale
marketing. What does it involve?
O: Read the dialogue in Exercise 2 again. Write
T (true), F (false) or DS (doesn't say) next to
each statement.
|. Few people have bought an AX50 taptop.
.. 2. Premium PCs are expertsat fxing computers.
. 3. The support is oniy for things that go wrong
with the computer.
... 4. Premium PCs recyelas old computers.
.... 5. You don't have to worry about people
accessing your information vhen Premium
PCs gets nid of your old computer.
... 6, The customer has a lot of problems with his
old computar.
 Working with Vocabulary O: CJ Work in pairs. Explain why the sentences
you didn't tick in Exercise 5 are different.
(IC/IS)) vocasuLARY PRESENTATION
(2) 7 Circle the correct answer.
[ Match the words
and phrases
in A to their
definitions in B. t A company's image refers to what Is office
building looks ke / people think of it
A
2. Giving money to charity / Raising the CEO's
consumer
salary is good for public relations.
competitor 3. One example of promotion is conducting a
PD

persuade survey / giving a free sample.

marketing strategy 4, When you regret something, you are hapoy /
prospective customer sorry about it.
7

(2) 8 Complete the sentences with the words below.

me E. CoNVINCE take advantage of + stages + specialise
... b. someone vho might buy something in 1ne in comparison to + marketing campaign
future 1. Our alam system has got many USPs
— €, a person who buys goods the competitors' alarm
... d. a company that sells a similar product to yours systems.
. E. a plan of action for sefing products There are a few.. ... to this

ho
project. You can't do tinonestep.
Tick (7) the pairs of sentences with similar We are working on a .....
meaning. La] sell our new range of clothes.
o a There's no demand for this product. . These companies
b, People are interested in buyng it, producing medical equipr
. This offer is oniy valid tá May. When you
you make good use of it.
You can only get this offer til May.
The business lunch in this restaurant is good
value
The business lunch is too expensive. Work in pairs.
Our method is effective. Student A: You work for Feelgood Health Club.
Our method works well. You're standing outside the gym stopping
passers-by to persuade them to join. Use the
Our new campaign is completely original.
questions and the information on page 113.
. No other company's campaign is like curs
Student B: While you are walking past Feelgood
. Our products appeal mostly to people aged Health Club, Student A stops you to try to
between 35 and 55, persuade you to join his / her gym. Look at the
People aged between 35 and 55 rarely buy flyer that you receive from Student A on page 126.
our products. Answer Student A's questions and ask for any
information that you want.
MANAGEMENT

E
PROMOTI " A NALYSIS
CONTENT: =
-

ro! e:DIGITAL
hdi
IDEA
¿MÁ
 si

Qos:ng started: vocabulary

page 153)) FAA Ia
O “0 % Read the cash flow statement. Complete
the sentences with the correct number, ss .

Y
6.) EMERKSON CORPORATION, Boston | UK English and US English write
Cash Flow Statement
(direct method) the date in different ways.
For the year ending December 31, 2023
AN gres
in USO n houscnas. Fasentesas indicalo negofiva values. 31st December, 2023
La December 31, 2023
Revenus (cosh received from customers) 8,650
Merchandise Inventory (1,225)
Personnel costs (2.250)
Other operating expenses (cdverising. shipping) — (2142) Why is cash flow so
important for a company?
Corporale incoma taxes políd (865)
Net cost provided by operating activities 2,168

2 4) 19 Simone, the Financial Director, and Colin,

Soja of property 355 the CEO, are discussing their company's
Buildings renovation (385) financial situation. Listen to the dialogue and
Purchasa ol equipment (225) complete the sentences with a word or number
Net cash used in investing octivimes (255) from the dialogue.
1, Itís possible that they won't have enough money
Shores Iesued 150 to pay their debts in the next . .
weeks,
Payment of dividends (125)
Repayment o? long-3emn loan (945) 2. They nead to pay money 1o their ...............—.————
next week.
Iierest 115
3. They must pay more than £ .......—.———w———.——
Net cosh used in financing activities (805)
next week,
4, None of their customers are gong to pay them
Cash bolanos on January 1, 2023
until the end of ....................———— month.
Cash balanceon Decembar 31, 2023 1,543
5. Colin suggests offering customers
pea Mas Of their bill if they pay before
they receive their goods.
6, Simons says that their customers also have
issues With ................———.
. They decide that they will try to get a
-

8. Colin says that

he will phone someone at the

Find out more

Go online and find five examples of personnel
costs and five examples of operating costs.

shareholders in 2023. When the amount of money coming into your

8. In 2023, the company increased the total amount business is more than the amount of money
of cash it had after deductionsby leaving it, you have a positive cash flow.
(2) 3 Replace the words and phrases in colour with o 6 Match A to B to form sentences.
the correct word or phrase below. A
discount + go bankrupt + a loan + survive 1. The cash flow statement shows
waste any time 2. A company issues shares
NN 3. Corporate income
tax la money Vai
2, We won't stay in business ¡f we haven't 4 MD CONT CTD dE
got enough cash to pay our suppliers. 5. Banks charge interest rates
A a IA 6. When you waste something, you use it
3. We could ofier them a 1% reduction in price B
IFhey pay now. ..—....—————————— a, a company must pay the govemment.
4. Then the only solution
is to apply for some _.b. tots shareholders.
money from the bank that we will have to pay e. onloans.
ÚBDN como
.... 0, to raise money from Investors.
5, Call the bank right now. We mustn't delay.
— €, na careless way.
.... f. the amounts of money being made and spent.

(2) 7 Complete the sentences with the words and

phrases below.
figures + a decrease + deductions + gross
an increase + net + profitable + purchase
1. I'm an accountant, so | work with _..........——————
every day. Luckily, I'm good at maths!
Working with Vocabulary E Venda avey Mi os
VOCABULARY PRESENTATION vehicles for the company last year.
3. Last year, We Saw ............—.————— . In turnover
[2] 4 Match the words in A to their definitions in B. compared to the previous year: from £2.5 million
A B to £3.25 million. But this year, there's been
4 dida sa siminannatcannanasirniccónas * TOM L3.25 Millon to £2.75 Millon,
-expense — ...a. money at is rece 4. My fret busine i muaa
2, income .. D. have an obligation
to pay .... . Foniy invested $1,000, and
3. owe €. giving money back | received
$9,000 a year later!
4. survive —... d. continue to exist 5. My... ....... Salary is $5,000, but my
5. repayment ...e. money thatisspent _____— E. —

5 Circle the correct answer.

e) O : 0.0 Listen to a radio interview with a business
1. Long-term means a large amount of money / analyst. Write T (true) or F (false) next to each
; , statement.
2. Aloan le money that you give 107 recae from .... 1. Sue has worked in London for over 20 years.
someone you must pay back,
e As .... 2. Sue says that customers can be responsible for
3. A companys revenue is the money it ess / a companys cash flow problems.
spenas. y cash
4. The cash balance ís the amount of money PS
JO prev
shouldn"

left ovar / owad. :

...4. Sus suggests offering to reduce the amount
5. When you go out of business, your company customers need to pay them If they pay early.
fails / succeeds.
. One idea Sue has is to make customers pay all
[4]

the money in advance.

Work in pelrs.
Student A: You are a radio host. You are going
to nte ness analyst.

69
 1 =) 102 Read the balance sheet.
Answer the questions below.
A balance sheet summarises a company's
á . assets, liabilities and shareholders' equity at
| au—e« — — a specific moment in time.
Homestead Garden Ltd 140 Dow Street, Manchester assets = liabilities + shareholders' equity

Balance Sheet 28th February, 2073 2 “1 :0: A prospective

investor (A) is talking to
Al Égures
in pounds stering (thousands) an investment analyst (8) about the possibility
of investingin a small company. Listen to the
Assets
dislogue and circle the correct answer.
Current assets
A: "'m thinking of investing
in a ' book / clothes shop,
Cash 6: cash equivalents What should |? ask / check bafore | decide?
Accounts receivable B: First of ali, the company's balance sheet can be
Inventory a good indicator of the business" health.
Other current assets A: What should | be looking for?
Total current assets B: Well, for example, lots of inventory and little
Non-current assets cash can be a bad sign.
Property and equipment

Liabilities
e —— A: You mean it may have alot of * goods / products
in stock because
them yet?
it hasn't succeeded
in selling

B: Exactly. Good business means a good

Current liabilities inventory tumnover — when merchandise moves
Accounts payable from the warehouse to customers.
Accrued expenses A: | see. And how can | check if the business oves
Income taxes payable any money to creditors?
Other current liabilities B: Check the liabilities listed in the balance
Total current liabilities sheet, Liabilties, for example, include * taxes /
Non-current liabilities joans, accounts payable and accrued expenses.
And check vihat they are owed by their debtors —
Long-term debt
too much could suggest a cash flow problem.
Total liabilities A: And | guess the most important thing is to
Shareholders' Equity check that the business' assets are much
Share capital greater than its liabilities.
Retained earnings B: * Of course / Absolutely. You vant to know its
Total equity equity.

Total liabilities and shareholders' 766

3 Read the dialogue in Exercise 2 again. Complete
equity the sentences
with words from the dialogue.

O 1. Look at the information in the companys

to see how well it is doing.
$. Abt morictas net maca EE RA can
be a sign that the business is having problems
1. How much money do customers
owe sefing preducts.
Homestead Garden? ............———.——————————.——.. 3, Cneck to see how much money the company
by lockng at its labilities.
2. What are Homestead Garden's physical assets
IN
Naa 4, Trio aida cl at a doma entiend Ue
money it is owed should be a lot higherthan its
3. How much money does the company
have to pay in taxes to the govermment?

4. How much money does the company owe?

5. Did the company pay all the money It made in

dividends?
 Working with Vocabulary O: Complete the sentences with the words below.
current + property + in stock + equivalent
(IC/IS ) VocABULARY PRESENTATION composition + sign + non-current + own
out of stock + balance sheet
4 The words in bold are in the wrong sentences.
Write them next to the correct sentences. e ?.: NM .. has got the same value as
another person cor» thing.
1. Investors are money that a company caves.
2. ARE is an indicator of something.
2, Turnover
is goods to be bought and sold. 3. Deyau ua your office building or
do you rent it?
. ThE ica Of SOMELhÍNG iS INE different
3. Al the things of value that a company has
gol, such as cash and equipment, are called ejements it's made up of
habilities. = Acompanye....—..————- is a geod place to
4. Merchandise is the value of the shares issued start If you want to see If you should invest
in it.
em and lts retalned eamnings. When items are .......... m..., Ney are
available for sale, and v. hey're
5. peo are yen who spend money an ., they are not available for sale.
8 business in expectation of making a profit. f Someting ihthat is. em——— belongs to
the present time, and something that is
EEN ACNOTTE .. doesn't belong only to the
6, Equity isie e rate at which uu are sold and
replaced at a shop... : present time.
Our company owns quite a lot of
o: Circle the correct answer. OTE ELE NTE : eight office buldings and three
. Atterson Corporation has got... of $2 málion warehouses.
that can be reinvested In the company.
[> 1) 104 Circle the correct response. Then listen
a. assets and check your answers.
b. retained earnings Lo What fabilties has your company got?
2. You find the ... of a companyby subtracting a. The main one is accounts payable.
its liabilities from its assets.
b. The biggest one is accounts receivable.
a. debt
2. What is the composition of tha company's
b. net worth non-current assets?
3. Our company has got to pay alot of money - a, lts assets are worth $4 million.
in fact, we've got ... of over $1.5 million.
b. It's got two bulldngs and 20 industrial bread
E. accrued expenses
machines.
b. share capital
3. Have you got any long-term debt?
4. ... are listed as a companys Eabilities,
a. Yes — our merchandise turnover,
A, Accounts receivable
b. Yes — a loan of 60 monthly payments.
b. Accounts payable 4, What are cash equivalents?
5. The company owes money to its ....
a. They're assets that can be changed into cash
a. creditors easily.
b. debtors b. They're money that isn't included on a balance
sheet.

A
 Reading
o 1 =) 165 Read
the e-mail. Answer
the questions.

To: + gibbonsOsnvindustries co.nett

Hom ¡mies vindusines.co.nett Writing
Subject Cash How
Sent: Mon 01-06-2073 2 You work at a company that makes ready
Hello Suzanne,
meals that are sold in supermarkets. You have
I hope that you are well, and you had a great holiday. carried out some market research to see if you
Ive been going over our accounts and I'm afraid that I've got can learn how to increase your company's sales.
some bad news. Our cash flow situation is looking very bad Write a summary of the results and make some
indeed. In fact, If we dont do something soon, I'm worrled that suggestions
about what products your company
we will go bankrupt before the end of the year. could sell.
Since we couldn't compete an price, in order to persuade
customers to leave cur competitors and start doing business with
us, we offered them very good payment terms. Unfortunately,
while this helped us to attract customers, the effect for us is
that we are waiting for payment for much too long. In fact,
although
we have made around £102,500 of sales, we are still
waiting for a líttle over £45,000 to be paid to us by customers
who have already recelved delivery of their products. We now
face a situation where we owe our suppliers £47,000. They are
demanding payment, but we don't have the money to pay them.
Our only option at the moment is to go to the bank to ask for
a loan of £50,000. Our company is profitable and our balance
sheet is healthy - we have plenty of assets and other than the
money we owe to our suppliers, our liabilities are low compared
to our competitors. Hopefully, those factors and the fact that our
accounts receivable figure is high will be enough to convince the
No special
bank to lend us the money.
diet 55%
This recession has hit our industry hard and some of our Vegetarian
debtors are in trouble and could go out of business. The bank 25%
might be worried that some of them won't survive long enough
to pay us.
1% prepare the financial statements for the bank and arrange a 3. What is your preferrec of ready meal?
meeting to go through them all with you before 1 contact them.
Sorry — not what you want to hear on your first day back from
holiday.
Pizza 30% e... -Pasta 28%
Best wishes,
Jane

. Jane thinks they might go out of business

En

in one year / next year / within five months.

2. SAY Industries gave its customers free delivery /
lower prices / a long time before they had to pay, 5 or more 10%"
3. SAY Industries' customers owe them £45,000 /
£47,000 / £102,500.
4. SAY Industries" liabilities are less than / similar to / 3 to 4 20%.—.... 1 None 32%
greater than Ihose of other companies that sell the
same products,
5. Jane says that some of their competitors / 1 to 238%
the banks / the companies that owe them money
might close down.
 Useful Listening
Language
O: *) 107 Bethany and Chris are in a meeting to
For most people,
.... discuss how to market their company's new
More people prefer ... to .... electric car, the ZAP 355, Listen to the dialogue
and write T (true), F (false) or DS (doesn't say)
As you can see, there is a large market for... . next to each statement.
In the light of these results, we should ... . -... 1. They plan to sell the car to people who don't
earn much.
These results suggest that we should ... .
Itís clear that people want .... . 2. The people in the target group do research on
the internet before they buy something.
. 3, The target market often don't believe what they
are told by companies.
. 4. Chris spends alot of time on social media
researching vhat potential customers think.
Listening .... 5. Chris and Bethany want pecple to share what
they think of the car online,
“1 10 Pollyis getting some investment advice
from a friend of hers, Harvey. Listen to the 6. Chris expects some people will give a negative
dialogue and answer the questions. review after they try the car,

1. What type of business is Poly thinking of .... 7. The new car rs less expensive than simiar cars
investing in? on the market.

. How did she get the balance sheet? Speaking

m

3. Wy is Polly surprisod that It seems the business O: CJ Work in pairs. Read the information and act
isn't seling much? out the conversation.
Student A: You own a company that produces snack
foods. You want to conduct a market survey to find
4, What is the total of the business' non-cument
out about the snacking habits of 20-25-year-olds,
liabilities?
Ask a market researcher about the options available
and what the advantages and disadvantages are.
5, What does Harvey want to know about the Then decide which one you will use.
Customers vho cuve ihe business money? Student B: You are a market researcher. Turn to
page 127 and tell Student A what the market survey
options are. Answer Student A's questions and advise
him / her about which option to use.
Speaking
4 CC) Work in pairs. Read the information and
act out the conversation.
Student A: You are thinking of buying a small
art and printing shop. Ask an investment analyst
about the fotowing aspects of the business before
deciding whether or not to buy it. < MARKET
* The company's balance sheet RESEARCH
* Amount of inventory
* Cash flow
Student B: Ycu are an investment analyst. Tum to
page 127. Answer Student A's questions and give
advice about buying the business.
 Banking

SAVINGS BANK
OF THE MIDLANDS
Business Banking
Need help financing
your business?
Having short-term fluctuations in cash flow?
Our Small Business Loan can give you the flexibility you need
to be able to fund your long-term projects.

Overview
Business loans available between £1,000 and £25,000
7 Choose your repayment terms: repayable over 12 monthsto
10 years
, Interest rate and repayments fixed for the duration of the loan
Once approved, funds can be credited the same day
7 Business current account required
7 Personal guarantees
not required
4 One-month payment holiday allowed
r Only 1% arrangement fee when taking out a loan
3 Read the sentences and circle the option
(a or b) that means the same.
1. You have to consider applyng for a line of credit.
a. You need to ask your creditors to give you more
" A A time
to pay.
2 4) 16 A small business owner, Ben, is talking to .
9 his accountant, Katherine. Listen to the dialogue D. You need to think about asking the bank to give
and answer the questions. a den la
1. What problem is Ben's business having? 2. You can vthdraw funds from the Ine of credit any time.
o a. It's possible to cancel the line of credit viÑvenever
credit similar to? you want to.
pulsa flo b. It's possible far you to get money from the ina of
3.a aloan?
Whatiss the adventage
age ofof aa line line of credit over ==mes — pila
co ;ni

a. Do you need to agree to give the bank your assets

4, How much money does Katherine think Ben will if you can't pay the money back?
need to access? db. Does the bank charge a fee for you to get a Ine ol

5. Does Katherine think 1he bank will give Ben 4. What vil the bank require to approve this ine of credit?
access to the money? a. How much money wi the bank agree to give
RENCIA AECE EEE acoess to as aline of credit?
6. Vmat documents will Ban need to show the bank db. What does the bank want to sos before agreeing
to get a line of credit? to gve a Ine of credit?
 Working with Vocabulary [) 6 =) 110 Complete the sentences with the correct
form of the words from Exercises 4, 6 and 7.
[IC/IS ) vOcABULARY PRESENTATION Listen and check your answers.
(2) 1 CATS ecacirnnenrrnnenmneaaos 29,500 from the business
4 Circle the correct answer. current account to pay our suppliers.
1. When you take a loan, you lend / borrow money. 2. The bank «mirate. ME L12.000 when
2. My restaurant has got its current account / branch Ebwas having cash flow problems.
at New Intemational Bank. 3, 1 don't need to make any more repayments
3, When you withdraw money / go overdrawn, because
| have finally ...........—..—.——.———.—... 18 whole
you take out more meney than you've got. of the loan
4, 've got a standing order / credit límit, so my 4, Last year, my Drothier ...2sxm<—..—w a $10,009
electricity bill is paid automatically. trom Brinkley's Bank to start his own business.
5. The bank gave us a loan váith excellent terms / 5. They .—.—..—.———me—erroniiannacass tE renovation Of their
current accounts — only 1% interest, offices by taking out a loan.
6. Where are we going to get the money from to 6. When you've reached your ...........—.......————.— ,
fund / pay off our new business? you can't withdraw any more money.
7. Untertunatey, the bank has just -........—..———.———.—.—
5 Write a sentence for each word or phrase that my request for a line of credit.
you didn't circle in Exercise 4.
TEE ENEE o 9 1 111 A business owner is meeting his Account
Manager at the bank. Listen to the dialogue
and
complete the Account Manager's notes.

YAL BANK OF WALES

Meeting with: Kevin Rich, comer of Shine
Date: Sth November, 2043
O: Match the words in A to their definitions in B. Type of business"
A Reason for mecting: *
1. credit rating 4, collateral Ambunt asked (OY: *-...—.—.—.————————————
2. pay off 5, arrangement fee Money to be spent on:
3. line of credit * paying Off debrs TO *
B Y PUYCHASING * veccacnonsernnanans
... A. pay back Arrangement fec:* ..... RECAE
.... b. sum paid for organising a service Monthly mterezt rate offerca: " ......z..
... €, evaluation of the ability of a business to pay Possible collareral:* min
is deots
... d. assets that a company will give the bank if it [2]
can't pay back a loan
... €. an amount of money a company can borrow Work
in pairs.
from one place during a pericd of time up to Student
A: You vork at the bank
a maximum limit 3 NO A
Student B: You are at the bank becausa you need
7 Co the sentences withy the words below. ds ask for a lina of credit.
O 7 denycome
+ payment holiday + personal guarantee
" Follow the flow chart on page 115 and act
dd out the conversation.

1. A nrmnrcrmennsnarmeneeneeninea 15 AN EStiMAIE Of a fre situation,

2. I'm afraid the bank wil probably ....................—......
us an additional loan,
3. When a loan (S —.......z.————.————. , INE borrover
will need to give the bank assets if it can't pay back
the money.
4, When someone
gives a bank a ...... ETA
it means that he / she will take responsibility for
paying back the loan if the company cannot.
5. You don't have to start paying back your deb for
three months. The bank is giving you
EE ED ,
 Insurance
Started: Vocabulary (page 154) )

o 1 =) 112 Read the webpage. Complete the sentences

With
a word, phrase or number from the webpage. y *

-_—
) ) | - ;
O | 091 - BUSINESS MENO

BUSINESS INSURANCE POLICIES

» Choose OTIC and save 10% when you buy insurance online
* Our policies are Cesigned with small businesses in mind,
* You can pay your premium in one payment or sixinterest-free monthly payments. Wi

Vehicle Insurance Public and Employer's Liability Insurance

AtOTIC, we'll cover the vehicles that you rely on for
your business - whether it's a car, a van or anything
else. So, Fan accident takes you off the road, we'l
give you a guaranteed courtesy vehicle,
Up to 60% no-claim discounts
Optional extra: legal assistance following an
accident
Make sure you protect your business. Even if you emplay onty
one person, you'll need employer's liability insurance —it's the
law. IFany of your employees or a customer gets injured, you
must be covered. Even the smallest incident can lead to a big
compensation claim from a third party.
Up to e100,000 to cover legal fees
Up to s10 million protection to cover damages

Professional Indemnity Insurance E-risk Insurance

Mistakes do happen, so you should bea It protects your business against damage caused to
policyhoider af professional indemnity insurance computers by viruses aná hackers, as well as against the
to cover mistakes or negligence ifa claim is made dangers of electronic identity fraud.
against your business.

1. al daa dao 4, It isillegal for a company not

to have
duna MAN. 5, OTIC's public and employer's fability insurance
If you choose not to pay for your insurance all at provides a maximum Of .......——.———.————————
once. to pay lawyers,
3. If you crash your car and you can't use it, OTIC vall 6, E-risk insurance covers businesses against
NAL AE nato Aid e di
veo system and
o What are four types of insurance that people” a
or businesses take out? Which one do you
think is the most important to have? Why?

2 =) :13 A business owner (A) is talking to an insurance advisor (B).

Complete the dialogue with the words below. Listen to the dialogue
and check your answers.
fees + gardening + money + discount + staff + three
A: I'm startingde sj smai * “ A A: How does this insurance protect my business?
business, ke to know wi at es o - Mi
Insurance you'd recommend des - ui dra da o -
B: Are you going to work on your cun, Ms Lane? pay your legal * ......2.m.2.7——.————.... 900 COMPENSAtION
A: No, I'm planning to hire ?.....................—.———. costs,
workers. A: How much *..........—.—.————..——— WIN pay?
B: Then you must purchase employer's ability 8: The limit on our policy is £10 million.
spin ado rs A: | see. also nees to insure my van. | can't work without
a are legally obliged to do so. ht
Data Mea vara es pene B: | can offer you a 20% 5... — on your van
insurance if you also buy employers Tability insurance.

(e) 3 Read the dialogue in Exercise 2 again. Then
write T (true), F (false) or DS (doesn't say) next
to the sentences.
. 1. Ms Lane doesn't want to work for a big
company.
. 2. According to the law, an employer must have
employer's liability insurance.
. The employer's fability insurance offered vall
E
pay a minimum of £10 million,
--. 4. The premiun on van insurance is higher than
the premium on car insurance.
.. 5. Ms Lane can save money if she purchases
van insurance as well as employer's hability
Working with Vocabulary
(IC/IS) vocaauary Presentarion
[2] 4 Match A to B to form sentences.
A EA 1. If your insurance policy covers legal fees, the
. A policy holder is a person or a company that
N—-
You can be offered a no-claims discount on your
insurance vhen
Itis your business" liability if
If you don't pay your premium,
Fa
The company was sued
When ycu are covered by an insurance policy,
If you are legally obligad to do something,
B despite the fact that they didn't contain
... 2. for negligance.
... b. It means you are insured.
... E, sSOMeONe is njured on your business' premises,
d. you don't have a choice — the law requires that
you do it.
e. your insurer might cancel your policy.
f. owns an insurance policy.
9, you haven't made any claims on ycur policy for
a certain time period.
DPe
o: Read some people's comments and write the
relevant type of insurance for each situation.
fire insurance + professional indemnity insurance
public and employer's lability insurance
vehicle insurance + e-risk insurance
1. "Hhad an accident wiile making
deliveries
in the company's van.”
2. "My warehcuse
has burnt down.”
3. "One of my staff was injured by a shelf
that fell on his head."
4. "Some of my customers are very
tnhappy with the advice | gave them.”
5. "Someone accessed our IT system
and has been applymng for loans
online using cur company's details.”
(2) 6 Tick (7) the logical sentences.
insurance company will pay for your lawyer.
2. Identity fraud ts illegal.
.. 3, A company can be fined for breaking the law.
4. The manufacturer vas sued after several
customers suffered infuries whie using its
products.
.... 9. A courtesy vehicia is often supplied free of
charge by a vehicle insurance policy.
.... 6. The computers were damaged by a virus
anti-virus software.
We designed the offices with the employees
.]
in mind, so no one has encugh space to work
efficientiy.
.. 8. In insurance claims, the third party is the person
or company that is making
a ciaim against the
policyholder (the first party) and the nsurance
company (the second party).
[7 CJ Workin pairs. Explain why the sentences
you didn't tick in Exercise 6 are not logical.
Vara E ANS
firm + a café + a courier service + a fitness
club
 Global
E-commerce _
Qcena stariea: Vocabulay (page 155) ) Find out more X
1 =0:14 Read the webpage. Explain why the words Go online and find two e-commerce platforms.
and phrases (1-7) are mentioned. Identify three services or features that they both
offer. Find two ways in which they are different.

SHUTTLE
27 «1:15 Two business partners are talking about
growing their business. Listen to the dialogue
and answer the questions.
1. How many Siver Thread Jewellery shops are
there at the moment?

2, VWno think that: suo UN co presence vil

Create a stylish professional site that's sure to impress, be hard?
Choose from our reacy-to-use templates
Do business with unlimited bandwidth, We set up and 3, Will Anthony
and Martha
be able to have a
host your e-commerce website, enabling heavy business website address with the name of their company
traffic at all times,
ini?
Offer daily deals. Use our Deal of the Day feature to keep
customers coming back for more.
4, How muchhistthe> ista peo for having their
Sell your products through Amazon. We will link your website hosted on the plattorm?
e-commerce website to Amazon, giving you access to millions
of potential customers
Mobile phone friendly. Your website will be 100% Will there be a límit to how many people can lock
n

mobile compatible and vill work with alí the major mobile at er website at the same time?
operating systems, giving your customers an outstanding user
experience as they brovse your shop from wherever they are.
6. Vicki 140 feniuves of Ie online atiop dose
Stay connected to your customers. Gather feedback on Martha mention?
your rara] by allowing your customers to post reviews on
your website
Accept payments by credit cards with a secure
shopping cart. Credit card and order data is encrypted and
secure with our service, so customers can be sure their data is Some words can be used as an adjective
safe when they place an order. or an adverb:
Relax in the knowledge that we provide 24/7 support They opened an online shop. = adjective
from real people. Get help from our e-commerce experts 1 don't like shopping online. = adverb
round the clock for no additional charge.
3 Choose one word from A and one word from B
to complete sentences from the dialogue.
A: domain + e-commerce+ open + shopping
unlimited+ website
2, Deal of the Day
B: bandwidth + business + cart + names
platforms
+ template
TM: MEAN
2. There are — that
can provide us with everything we need.
3. We just have to cnoose a... _—
ARTES TRE: PORTER and then we can create our design.
4, I've already been looking at...

5, You get
6. We'll be able to have 4 .......—_.———.—.——..—.——.——.—.
feature and they provide secure
payment processing.
 sf 7
Do you think that in the near future people”
Will buy everything online? Are there some
things that you think people will alvays want
to buy from a shop? Why?
Work in pairs. Use the sentences
from
“Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
Working with Vocabulary
VOCABULARY PRESENTATION
o 4 Tick (/) the logical sentences.
— 1. Power is the opposite
of ability.
... 2. Á stylish shop is designed fashionabiy.
._. 3. When you post information on a website,
pocole can read it.
.. 4, An expert knovvs very little about a certain field
... 5. When you place an order, yo. vant to
purchase something.
5. When a service is available round the clock, it is
available most of the time.
... 7. We host your website — we provide all the
sarvices necessary for your website lo function
property.
... 8. Customers' feedback about a product includes
their comments and reviews about ¡t.
o 5 Match the words in A to their definitions in B.
6 The words and phrases in bold are in the wrong
kb
sentences. Write them next to the correct
sentences.
1. You can use our support as models to create your
OVNI WEDSILe. -.-.——
2, When you shop online, you can see va! you have
chosen by looking at your unlimited bandwidth.
3, If your onine shop becomes popular, then you'll
have a lot of customers at the same time and will
need templates. .......................—..—.—....
4, It's important to have all the platform you can get
bata
help and advice.
5. To create your onine store, you beaio dica
a shopping cart that will provide you with
everything
you need. ...—.——————
[7 Y Complete the sentences with the words below.
adapt + compatible + impose + localisation
retail + worth the effort
1, 1s this software
2. You mustrt .......
website designer. Let her make decisions.
3. You can. : .. any of our website
designs accoróng to what you need.
4, In the global market, you should probably consider
cacas IN OEA to Make SUE your products
are suitable for the different countries you sell to,
5. It was very difcut to set uo our business, but now it's
very profitable. It was definitely ....z.2ausz€es=.m.—r—eem.".. e
6, ltsa.. .. business. It sells small quantities
of goods directly to "he public but not for resale.

A
o: “) 115 An e-commerce expert is being interviewed
1. browse 5. showcase on a radio programme about how to set up
2. gather 6. encrypted an online shop. Listen to the interview and tick (/)
3, accept 7. customise the tips he gives.
.. 1, It's advisable to first check if consumers will
4, domain name
want to buy your products.
B ... 2. It's important
to invest a lot of moneyín setting
.. B, COBECt up the online shop.
.... D. agree to recelve ... 3 Your e-commerce
shop must create nevv content
me C, Protected
by using a code regularly.
— d. change according to specific needs .. 4. To expand the business
abroad, you must adapt
.... 8. look around 4 to local demands.
.. f. a place for displaying things .— 5. It's best to use one payment method to do all
your business.
.—. Y. Ne address vere users can find your website

Student A: You plan to open an online shop.

Decide
what you ill sell.
Student B: You are an e-commerce expert.
Give advice to StudentA.
Follow the flow chart on page 116 and act -
out the conversation.
E Dealing with Suppliers
[ > a Vocabulary (page 155) )
1 =) 117 Read the blog. Circle the correct answer.
< THE SENSIBLE ENTREPRENEUR BLOG Posted by

Starting an Online Venture:

Dealing with Suppliers
You've set up an online retail business. Your “) 115 An entrepreneur
(A) is speaking to
website is striking and it's getting a lot of traffic. But a prospective supplier (B). Put Speaker B's
what about suppliers? It can be extremely difficult to find reliable statements (a-d) in the correct order. Then listen
suppliers for your products. A lot of things can go wrong. Product to the dislogue and check your answers.
quality may not meet the requirements, shipping can be late, A: "'m seting up a ightng business online. I've got all
there may be hidden charges, or you might give your money to my designs ready, and | noed a supplier who can
a fraudster who has no intention of shipping anything to you, If you make high-quality light fixtures,
dont tum to a sourcing company, here are some tips for working
directly with a new supplier. |
> Check product quality: To prevent errors and misunderstandings A: Could you send me some samples?
in your order, ask as many questions as possible. Ask the supplier 1
to send you a free sample in order to test the quality of the A: Do you require an advance payment when we
product and is packaging. place an order?
> Use an escrow service for first-time payments: With an BI.
escrow service, you and your supplier work with an intermediary,
A: And whatis your returns policy?
a neutral third party, and the supplier gets paid only after you
have recelved, inspected and approved the goods. B:
> Negotiate payment terms: You should pay at least 30 days after a, | you aren't satisfied, you can retumn items within
receiving your product. This will allow you to manage your cash 30 days and get a full refund.
flow and to negotiate with suppliers If thereare any problems. b. Of course. I'm sure we'll meet all your quality
> Get to know the supplier: Beyond business talk, try to chat requirements, but | understand your need to
a lite with the supplier. This vill help you assess what kind of test our product.
person youre working with, C. Well, we've been in business for over 30 years.
Our light fixtures are handmade, and this allows
1. Which problem does the blog not mention? us to always produce high-quality products.
a. The quality cf the products supplied may not be good d. No, we Use an escrow service so that we're paid
enough. after you receive and approve the supolies.
b. There may be additional charges that you didn't knov e!
about,
€, The sourcing company may steal your money. Ls) What reasons might a company have “*”
for using more than one supplier?
2. How does the author recommend that you check product
auaRy?
a ÁS on eco ara es bo nte a e 3 Read the dialoguein Exercise
2 again and
they are satisfied. circle the correct answer.
b. Request that the supplier sends you an example at no 1. The entrepreneur needs someone who can
cost. provide designs / products.

e. Concentrate on the actual product, not the packaging. 2. The supplier's lght fixtures are made by
machines / people.
3. Vhat happens with an escrow service?
3. The entrepreneur / supplier viants to check
a, It holds your money and transfers %. to the supplier if
the quality first.
you're happy.
4, The supplier requires no / a small payment
b. Only the supplier transfers money to the escrow service.
in advance.
€. The escrow service handies the shipping of your arder.
5. If you want to get your money back, you have
4. What does the author recommend? to retum the products after / before 30 days
a. Pay your suppliers as soon as possible to maintain have passed.
a good relationship.
Db. Wait at least 30 days after receipt cf your order before
you pay.
€. Orly pay suppliers alter you have managed any
cash flow problems.
 Working with Vocabulary [z) 6 =) 11 Complete
the sentences
with the words
below. Listen and check your answers.
[10/18 ) VOCABULARY PRESENTATION allow + handmade + intentions + intermediary
packaging + prevent + sensible
4 nces.
o MENOR 9010 Corría sona 1. These ciothes are ....... .. They aren't
A created by machines.
1. A ventureis a new business Ihat 2, We do everything we can tO ....«mrumounreaneas
2. There were a lot of hidden charges that errors.
3. An escrow service ís a good way to 3. The quality of the ...............—... is important
4. It's important ihat you assess as well — it has to protect the product and look
5. To avoid being the victim of a scam, 000 to ara AT .
6. According to the companys returns policy, 4 pco of == prepeos win fe

pm +im
7, Misunders! f “n
5. He collects a lot of information and analyses
:

E it before making decisions. He's very

8, 1 didn't know about, 6. Deapite the shippers good

b. you should check that the supplier is the cargo was late because of stormy weather.
a Jegitimate business. 7, Instead of giving the money directly to the supplier,
— €. speak a different language. We gave it (O an .......—.———————————— WN Will pay
.... d. you can get a full refund If you are not the supolier once we receive the goods.
satisfied with your order, E
..... 8, Ine quality of the sample before you order orar fa with words from
a tity ercises 4 a
E -Involia consiamible dec yo it's

0: pa TU 2, We're getting
alot of to our
O 5 cite the ' , E TO >
? , RICk's latest .............—.——————. is risky, ver
1:Demyor vete quede male a lot of money fit succaeds.

E Ves, 90 it's not very popular! ETA A Don't worry.

b. Yes, it's got lots of visitors all the time! NOthing Car...
2. We are negotiating the terms. 5, An intermediary must be a ......—.—.
E, 1 think we win! person who isn't connected to either :
b. 1think we reach an agreement soon. 6. You must inspect the van and drive it to
3, Mrs Eriksonis a neutral lawyerin the busness —— ———————— ¡Fits worth buying.
contract between Neal and Rose.
a. She is working en the contract for both Neal
Your Turn 4
and Rose.
b. She is enly representing Neal in this matter.
4, I'm afraid something will go wrong at the
convention,
a. There are only three hours 18 It starts, 5
b. Don't worry, everything will
be fne, Student B: You are a fumiture suppler
5. Ronis an entrepreneur. y meeting the cun of a new online furniture
a, He's set up three businesses.
b. He's the Head ci Customer Service.
E. The advert at the train station for
Dunn's Jewellery is striking.
a. Everyone notices it.
b. It's not special
 Review 8

Reading
[ 2 1) 120 Read the article. Complete the sentences
with the correct name, Melinda, Craig or Evelyn.

This week, we are focusing on e-commerce. We asked some small business

owners about the e-commerce platforms that they use. Here's what they said:

Melinda, Director, Ark Solutions

We've been using the Shopatron e-commerce platform for about six months now, and we
think it's great! At first, it was a little bit difficult to use the templates, but Shopatron has
great customer service and there was ahways someone there, 24/7, who could explain to me
how to do something. Now I know how to use them. I love the templates — visitors to our
website always say how good ¡t looks!

Craig, Owner, Saddle Up Cycles

When 1 took my bicycle business online, 1 started out using the Straight? e-commerce
platform. It was OK at first, but as my business grew, the platform couldn't cope with
"a the large number of visitors and the website crashed a few times. It was also difficult to
speak to anyone when you needed help — the Customer Service department was only open
between 10 am and 3 pm! 1 changed to Factors for Success and the unlimited bandwidth
means that crashing is no longer a problem. Factors for Success allovs customers to leave
reviews about the products that they buy — the five-star reviews are great for our sales,
and the less positive reviews provide us with useful information about what we need to do
better,

Evelyn, Director, Stride Out Menswear

For the last two years, our beauty product company has been using Purchase for our online
sales. We'e really happy with the service they provide. When we started with them, we had
the Basic plan. This was all we needed at first and saved us some money in the early days.
But as our business grev, and we got more and more people visiting our site, we needed to
upgrade to the Premium plan because we needed more features. This plan has some great
marketing tools, such as being able to e-mail customers with details of special offers,

... likes being able to contact customers.

changed to a difierent e-commerce platiorm,
.... talks about how much pecple like ne appearance of the website.
. was able to get help at any time.
ee Changed to a better service with the same e-commerce platform. o
..... nad a problem with too many people trying to access the website. | xl +

Writing Useful
Language
o 2 You and your business partner own a toyshop. If we want our business to grow, we need to ... .
You want to set up a website to sell your
products online. Write an e-mail to your partner For the weballa, we need to look into -....
explaining your idea. 1 think that we have to ... .
Include: When it comes to suppliers, we should ... .
desig We want customers to keep coming back to the
Aida ima site, so we should ....
* how you wil deal with suppliers
* how you wil kesp customers interested
in the site
 Listening
O: *) 171 Bill and Jo are talking about a meeting
a potential supplier. Listen to the dialogue and
write T (true) or F (false) next to each statement.
— 1. The company Real ideas is based ín India.
.... 2. The people at Real ideas had already looked at
the plans.
— 3, M hey don't increase the budget, Real ideas will
need to use less plastic and more wood.
— 4. Real Ideas won't charge Jo to send her samples.
... 9. They won't have to pay Real ideas immediately
for the products they receive.
— 6. Jo thinks hat Real Ideas would be a gcod
company to work with.
— 7. Jo and Bill will decide which company to use on
Listening
5 “) 17 Two business partners, Peter and
Gemma, are talking about the insurance they
will need for their new business. Listen to the
dialogue and answer the questions.
1, When do Pete and Gemma plan to open their
business?
2. Who has started looking at insurance?
3. How many employees
do they have?
4. What is the maximum amount their employer's
Niebility insurance
will pay out?

Friday. 5. What is the other type of insurance that Gemma

mentions?
Speaking
6. How much does this policy cost?
O: CJ Work in pairs. Student A, you want to
know about the potential supplier that
Student B spoke to recently. Follow the flow
chart and act out the conversation. Speaking
Student
A: Name of compa
| T a o: CO Work in pairs.
> Student
A: Tun to page 116,
Student
B: Specialty Craft
| t == Student B: Tum to page 128.
7 Ask and answer questions about each
| e ! los.
| Student
B: Indonesia
E
| Student
A: Can they do 1?
v añ
| Student
B: Yes.
E
| Student
A: To budget?
La
| Student B: Need to change design slightly
+
| Student
A: Samples?
v
| Student
B: Yes. Free.
Y
| Student A: Payment terms?
Y
| Student B: 30 days from receipt of goods.
La
| Student
A: Nice people?
Y
| Student B: Yes. And professional.
 Qca started: Vocabulary (page 156) )

(2) =) 123 Read the webpage. Write T (true), F (false) or

DS (doesn't say) next to each statement.

Inspire Business Solutions

_Componiion
So pues Management — RAMO
Helping businesses succeed since 1978
Itisn't easy to work in a team and it doesn't always come naturally.
—. 1, Inspire Business Solutions can help
M you feel that your team isn't pulting together, we've got the solution!
ateam to work more closely.
All our viorkshops offer the chance for your staff to get away from the office
— 2. Sometimes you have to vvork at
setting and tackle new challenges that will break the ice and help them to
becoming a team.
bond as a team.
.... 3. Inspire Business Solutions runs
These are some examples of our popular workshops: its workshops
at the company's
Busheraft — Go into the forest and survive
as a team on its ovn in the wild! offices.
Treasure Hunt — Work as a team to solve clues, and if you're lucky, you'll .. 4, The Bushcraft workshop is the
find the treasurel most popular.
Escape Room — If the team prefer something less strenuous, try our escape -.. 5. Older people like the Escape Room
room exercises. If the team don't work together, they won't get out! workshop the most.
Contact us and we'll send one of our advisors to your offices to help .... 6. You have to go to the offices of
you select the most suitable workshops for your staff Inspire Business Solutions to talk to
one of their advisors.

() 3 =) 125 Complete and phrases sentences from

Find out more
the dialogue with the words and phrases below.
Go online and find four more examples of Then listen and check your answers.
teambuilding activities. Which one would you suggestions + sales targets + sales team + approach
like to try the most? Why? disappointed + teambuilding + competition + trust
1, "'m very with your region's
(2) 2 «41 121 A company's Sales Director, Charles, is sales figures.
talking to one of the regional sales managers, 2. H you ask me, the problem is the way the
Meg. Listen to the dialogue and circle the teorema on RE
correct answer. 3, They all feel they are in .......—....———————w.em.—..—
1. Sales have gone down / up this quarter with each other.
2. Meg thinks that what they offer is better than / . Thés quarter, only one rep has met his
>

not as good as what their competitors offer,

3. The sales team never had / used to have a team 5. 1 think we need a different
sorit. 6. Have you got any EEE
4. Charles thinks that rewarding sales reps for high 7, We should try some
sales is causing / solving problems. activities with your team.
5. Charles thinks that having sales reps working 8. It will help them learn to
as individuals / a team is the most affective each other again,
approach
6. Charles' ex-colleague / boss
found that doing teembulding
[- A Your Turn gm
Work in pairs. Use the phrases from
exercises made the situation
Exercise 3 to write a dialogue similar
better to the one in Exercise 2. Practise
your new dialogue.
 Working with Vocabulary (7 Tick(/) ne togical sentences.
!. Employees usually get a bonus when they don't
VOCABULARY PRESENTATION complete their work cn time.
— 2. When people pull together, they work as a team
[2 Circle the correct response. to achieve a goal.
1. How did you break the ice vhen you met the . 3. Itsomething is a chañienge, it ís easy to
new group of employees? complete.
a. With laughter - | told them a very funny joke. .. 4. Difierent compañies have different approaches
b. 1 gave each employee a bonus. to marketing.
2, What approach do you think we shoud take to 5. When you are shocked, you usually eel very
the company's cash flow problem? relaxed.
8. 1 think we must vait for clues. . 6. When you have got many tasks to do in a short
b. The best thing to do is meet with a financial period of time, it's a good idea to priortiss them.
advisor,
S "e CJ Work in pairs. Explain why the sentences you
3. My team didn't pull together, so we didn't complete didn't tick in Exercise 7 are not logical.
the project on time.
a. Haven't they got any team spirit? [7 E <) 15 Alison and Joe are talking about the
b. Did they not like the office setting? teambuilding day that Alison went on. Listen to
4, What is the culture like where you work? the dialogue and write T (true) or F (false) next to
a. It's quite relaxed, and vve all vork really vell each eiatemen.
together. .. $. Alison decided that they needed to go on
b. It was quite strenuous at first, but now | find it a toombuldng dey.
pretty easy. — 2. Alison's team took the longest to get out of the
escape mom
o: Write each word next to its definition. .. 3. Everyone enjoyed the treasure hunt.
incentive + interpersonal + priontise + scheme .. 4. Alison was angry that they lost at the treasure
shocked + stressed + tackle + unmotivated hunt,
; Pe oenanenaos 3 Without determination .— 5. Inthe bushcraft activity, all three teams had to
2,. : unable to relax do three things.
L< : makean effort to deal with — 6. The whole group had a meal at the end.
something
4... : something that is intended o | Your Turn ql
to encourage somecne Workiin pairs. You are both at

Se cria ? SUPASEÍ IN a NOGAiva

Way Ferdinand's
Fine Clothes Company. You are
6, : between people worried that your ten sales representatives
7 .: system, plan aren't pulling together as a team, so you
8 : decide on tha relative want them to do a teambuilding activity.
importance Discuss the advantages and disadvantages
of each of the options below and decide
O: Complete the sentences with the words and which one you are golng 10 choose:
phrases below. * Bushcraft * Escape Room
bond + challenge + conflict resolution + credit * Treasure Hunt — e Sports Day
treasure hunt + workshop
1. Louise is an expert on . She
helps employees find different ways to reso
their disagreements.
e UNERIION io — Inat we face is the
rising cost of the materials we need,
3, Have you ever been ona e
It's a game — you search for hidden objects.
4. Last week, | went to a very good -..........—...————.——
about how to manage stress.
5, It's very important that we all ......z.—.—.0—.mnmn.— VA
our colieagues -— It makes for a better atmosphere.
6, We don't always give pecple the
they deserve tor alí their hard work
 o 2 4) 125 Listen to the dialogue and circle the correct
answer.
1 =) 17 Read the blog. Answer the questions. Greg: Kate, what do you think of my idea?
Kate: The e-mail survey? I'm afraid | don't agree
BUSINESS MATTERS It could prove to be problematic — the last
Jennifer Chan's Blog time we did one, very few people * replied /
responded,
: That's true. What about conducting a street
The Power of Teamwork survey as well?
Nothing con be more demolivaling for employees Ihan lo feel : Actually, Hiink we need to > concentrate /
that hey are alone, that they have lo do everyihing on their own focus on improving our designs before we start
and Iha! no one lístens lo them. Obviously, when people aren't asking for customer feedback,
motivaled, they cren going 10 partorm to iheir bes! abilily. Thars : Fm not so sure, Kate. | think
we need some
where leomwork comes in. input from cur customers so that we know what
There ore many odvantages o collaboration. First of all, * decision/ direction to take. What's your take
research hos proved that businesses achieve their goals more on this, Sara?
quickly and efficiently when people work as a leam, Team - Well, there are strengths and weaknesses
members constantiy exchange ideas, as leamwork faciliales to both * approaches / ideas. How about
good communication. Moreover, il encourages personal combining them?
accountability. When people have a sense of team spirit, hay
How do you mean?
won't wont lo le! down Iheir colleogues, so they will make a real
eltor! lo fulfil heir individual responsibiliies. Commilment and : We could come up with a few new ideas, like
contribution become key words. In addition, if there is a conftict, Kate says, create some samples, and then have
a leom that works well together can seftle It much more easily. some focus groups for pecple to * express /
share their points of view about them.
theres
no T in team - : That seems like a good way to go about it
all for one and one for all! What do you think, Greg?
Greg: Yes. It sounds reasonable to me
Comments:

1 think teamwork is overraled. It doesn sult everyone. Many people

work better on ineir cun, in a quiet placa. Teamwork is good when
irs limbed lo certain aspects of a project. Alisan, London 72:45
Is not enough fo jus! put people in teams and expect them to
cooperote. There has to be personal accountability, If there isn't,
there ore olwoys people who sit oround and let olhers do Ie work
Sor heml Roy. Now York 73:77
1. How do employees find working by themselves,
according
to Jennifer?
2, What does Jennifer say about studies into
teamwork?
3. What reason does Jennifer give for why pecple in
a team work hard?
4, Why deesn't Alison agree with Jennifer about
teamwork?
Companies often use a SWOT analysis to
analyse their situation in the market: Strengths,
Weaknesses, Opportunities and Threats.
o Read the dialogue in Exercise 2 again. Then
complete the sentences with the correct name,
Greg, Kate or Sara.
thinks hey should get customers”
opinions before making ary changes to their
products.
2. , suggests showing some
examples of their products to potentíal customers.
-. PA NE wants to do market research vía
e-mail,
E] thinks they nead to work on their
products first betore they ask for people's opinions.
Your Turn

5. What problem has Ray got with teamwork?

What types of tasks do you

like doing alone? Which do you
prefer doing as part of a team?
 Working with Vocabulary o”: Circle the incorrect option in each sentence.
How are we going to settla this conflict / dispute /
10/18 VOCABULARY PRESENTATION product so that you two can work together?
. | think that company / problem / software is

mv
Circle the correct answer.
1. We must work together on this project if we v.ant
to do it well. We have to cooperate / express with
each other.
2, YWhen did you come up with / settle these
wonderful ideas? They're so original!
3, | don't think it's overrated / reasonable to expect
us all to work late to meet this deadine.
4. VWhatis your aspect / point of view on this issue?
overrated — it's definitely not as good as people
say.
. You need to express your objections / opinions /
team members cieariy if you want people to listen.
. Which aspects of input / this project / teamwork
do you think are most difficult?
. You need to cooperate with the latest research /
Michelle / the rest of the team, or you're not
going ta complete the project lo schedule.

O: Match
A to B to form sentences.
o Your Turn_ 8 |
A
Work in pairs. You work for a company
1. He always makes a huge contribution
that manufactures
jeans and you must
2, This idea is problematic because decide how to market the new line
3, Let's collaborate and see if of jeans. Make suggestions and give
4, Pisase share this information feedback on your partner's suggestions.
Together, decide which option you prefer.
5. The main strength of this idea
Use the ideas on page 116 or ideas of
6. The only weakness of this approach your own.
B
. is that it vil take longer to complete.
we don't have the necessary resources at the
[>

moment.
Cc. to the team's work
d. is that it won't cost much to do.
e . we Can resolve this issue together.
f with the rest of the team

6 “1 125 Complete the sentences with the words

below. Then listen and check your answers.
commitment + demotivating + encourage + facilitate
input + perform + personal accountability +» prove
1. It's very when you work really
hard, but you don't see the results you want.
2, We all needto ......................—...... OUrtasks
to the
best of cur ability if we are going to succeed,
3. | ahways... Lo ... My CoO-workers to
Express ther "opinions.
. AN he studies that I've looked at.
>

that teamwork makes people moree efficient.

5. is very important in teamwork.
Everyone must be responsible for their own part
within the group's work.
6. An environment where everyone feels free to give
their opinion will decision-making,
7. 1 don't know how to handie this problem. I'd like
YOU aiiiaaa os . On it.
8. Jill's to the team is impressive.
She's ahvays ready to work overtime and helo
others.
 [ > STE Started: Vocabulary |(page 157) )

[2 “1 130 Read the page from a business studies

coursebook. Tick (7) the advice that the writer
gives about being a leader.

HOW TO BE A LEADER
A leader needs to have the ability to direct the actions
of others for the good of all. You can learn to be a
leader, but you have to work hard at it. This list of
techniques can help you transform into the type of
leader you want to be:
Be proactive, rather than reactive, Try to NR]
identify potential problems and take steps to avoid
them. Good leaders constantly analyse the situation Who can you think of from the world of o. |
and are able to adapt to changes in circumstances. That business who is an inspirational leader?
What is it that makes you admire this person?
way, you arerrt dealing with one crisis after another.
Communicate constantly. Make sure your
employees know what you are doing and planning.
Inspire your team to share your vision and provide 2 «1 151 Two colleagues, Lily and Jack, are talking
direction for them so they can see how they can play about a job promotion. Listen to the dialogue and
a role in making your vision become a reality. write T (true) or F (false) next to each sentence.
Correct the false sentences.
Empower - delegate and facilitate, After you
set clear objectives for your team, leave the detailed . . 1. Jack has recently been given a more senior
implementation of these objectives up to the team. position.
Don't try to micromanage, but be available to offer
advice and support. mes. 2. Jack spends alot of timein his office.
Develop your team. Ensure all team members
receive continuous training to develop and enhance ... 3. Lily thinks Jack needs to make all the decisions.
their skills. Have regular review sessions to assess each
member's performance and give feedback,
— 4. Lily believes that there is a positive side to
Stay close to your team. Be seen. Visit each making mistakes,
department on a regular basis, and remember to thank
employees and praise them constantly. Make time in
your busy schedule for people to approach you. You 9. Jack finos it difficult to keep track of the status
need to show that you are prepared to listen to them of all the projects
and implement their ideas when appropriate.
....6. Lily thinks that Jack should meet with the whole
m1, Predict what could go wrong so you can make team one day per week.
sure it dosent happen.
....2. Show that you know a lot about the products . . 7. Lily doesn't think that teams benefit from having
or services that you sell. to help each other.
.— 3. Make sure that your team knows what it is that
you want.
— 4. Allow your employees 1o be responsible
for
their own work.
.— 5. Make sure the employees respect you. We can use reflexive pronouns to talk about
actions where the subject and the object are the
— 6. Give your team opportunities to leam so that
same.
they become better at their jobs.
If you want your team to develop, you have to let
.— 7. Let your employees know that you value their
them work out how to do things for themselves.
opinions and suggestions.
1 solved the problem by myself.
— 8. Socialise with your team.
O: “) 131 Listen to the dialogue again and complete O: Circle the correct answer.
the sentences. 1. Do you constantly
rece've phone calls?
1. What
are you finding ...........—.—.—... ue Y a. Yes, sometimes two or three times a week.
2. can't make all the... " b. Yes, all day long.
3. They nesdtowot bings out lr inemsaves d hey 2, Its a great idea, but how are we going to make it
a reality?
= uy make mistakes? a, First, we will need to get a team of people with
5. HHind it really hard to keep ..................—..... with the right skills.
the progress people are making. b. Let's seeif k selis well.
CNOU SOMO... .... a daily stand-up 3, We must identify the cause of this drop in sales.
meeting with your team.
a, Yes. Perhaps we need to do some market
NL + | IRTE AE research with a prototype.
b. | agree, We have to know wty it's happening.
4. Do you feel that your manager empowers you?
a, Yes, He trusts
me to make a lot of decisions
Work in pairs. Write a dialogue similar to the
about
my work.
b. Yes. He always gives me a lot of work to do.
5. Do you get along with your manager?
a. Yes. | hink he is really good at his job.
b. Yes. | really ke him.
Working with Vocabulary
6, I've worked out how we can deliver this project
VOCABULARY PRESENTATION on time and below budget.
a, Greatl What's your solution?
Write each word or phrase below next to its
b. Really? | guess vee'Il have to cut costs
definition.
somewhere,
approach + delegate » direct + enhance
7, Doesn't il bother you vihen your boss gives you
implement + lead to + praise » take steps
so much work to do?
REE : supervise, control
a, Not really—| like being busy.
: improve, increase
b. No. She said it neads to be cone by this
5 : caLSE aftemoon.
Áncora * de SOMBINING IN ONTdEr to
achieve an outcome 7 *) 12 Two friends who work at different
5. enc nnmnnaniea + VÍSIt and SPEAK tO SOMGCNE companies are discussing their managers”
styles. Listen to the conversation
and
6 ricaananmnnnscacncaaninsss * GE PESPONSIbility to another
tick (7) the correct columns.
person
.: say that you think someone
has done well
B.nrnnarananeaae ? PUE Plan iNto action

5 Circle the correct answer.

1. Tobe a successiul leader, you need to be
proactive
/ reactive. Don't just wait for things to
happen before you act.
2. Your ideas are wonderful, but their inspiration/
implementation won't be easy.
3. The Operations Director meets with her team on
a regular basis / crisis - twice a week.
4, Our main problem right now is a direction /
lack of space in the office building.
5. Our Managing Director
has got a clear
circumstance
/ vision of the company's goals
in the next five years.
Work
in pairs. Tum to page 117. Discuss
the
good and | aspects of each behaviour. E
Which two are the most important for a leader?
a Strategy Planning
Qesuina
stars: Vocabulay page 757 ) o 2 1% The Managing Director (A) of a hotel is
talking to the Marketing Director (B). Listen to
1 =) 15 Read the notes from a seminar. Put the the dialogue and circle the correct answer.
information in the order the writer mentions ¡t. A: We're having a board meeting on '* Thursday /
Friday to discuss the hotel's strategy in the light of
changing circumstances.
B: What are you most concemed about?
A: Well, for one thing, our focd suppliers have just
announced that they're going to raise their
prices next > month / week

B: Oh, dear. And the price of water and * electricity /

gas have both gone up.
A: And now a new hotel is opening down the
road from us
Yes, | know. It's a chain called Brovne's and their
hotels look good, but | don't know much about
them.
: Me nelther! We must gather more information
about this new competitor, What do they
offer and for what prices? That way, we can
define the * problems / issues clearly and
then break the problems down into smaller
problems
level, team level, personal level. : OK. I'E see what 1 can find out about Browne's
and this new hotel and update you * before
/ in
QUESTIONS
TO ASK: the meeting.
+ What changes are likely to take place in the future that A: Thanks. Going forward, it looks like we've got a
-viL lic Eve buminees? (nave compelicos entera te few challenges ahead of us, but nothing we can't
overcome.

Read the dialogue in Exercise 2 again. For each

sentence, circle all of the correct options.
1. There is going to be an increase in the cost of .
a, food c. water
b. power
2. Browne's is a company they are ... with.
a, familiar ce. unfamiliar
b. in competition
3, The Managing Drector wants to know about
the new hotels ....
-.. a. investigate how the market is going to change.
a. charges C, services
... b, Look for ways to improve the way the company
b. design
operates.
4. The Marketrng Director is going to ....
... €. Don't focus on the details,
a, do some research
-.. d. See how your company can do something that
none of your competitors
are doing. b. give a presentation in the meeting
.. 68. Make sure all the staff know what they need to do. C, tell the Managing Director what he finds out
— 1. Beready
for anything. 5. The Managing Drector is ... be able to deal with
the problems they face.
—. 9. Assess whether changes will make what you offer
unnecessary. a, sure they will C, sure they won't
b. not sure they will
Find out more Xx
Companies need to be able to adapt to change.
Go online and find out why Blockbuster failed Work in pairs. Practise the dialogue in Exercise 2.
while Netflix succeeded. Pay attention to the expressions in colour.
 Working with Vocabulary
(IC/IS) vocaauLAry PRESENTATION
[z) 4 Circle the correct response.
1, What is your role in the department?
a. 1 design the promotional material.
b. Hhink we work wel together.
. Do you need alot of discipline to do your job?
a. Yes, bul 'm sure well solve the problem.
b. Yes. You have to be able to concentrate on one
thing for a long time.
vhat did that customer demand?
La
7 Phrases like put out fires and going forward
are examples of language that is quite specific
to the office environment. Other examples are
touch base (make contact with someone) and
by close of play (by the end of the working day).
Are these phrases the same in your language?
[2 Tick (/) the logical sentences.
1. The digital revolution affected every aspect of
the fiim and music industry.
— The continuous ringing of phones in the office is

a. She asked about the price of these shoes.
b. She vanted a full refund.
. Whatis the most serious threat to your company at
present?
a. It's the increasing competition from start-ups.
b. We've developed an effective marketing strategy.
Does your bookshop belong to a chain?
a. Yes. There are 26 other branches throughout
1he country.
b. Yes. We've been on these premises for over
50 years.
Do you think smartphones have made MP3 players
Irrelevant?
8, Yes, of course, These devices are totalty
compatible.
b. Defnitety. | don't think anyone uses them any
more.
a distraction for me.
— . The company must reinvent itsalf - its main
objective should be to continue to create music.
4. We need to lock at this from a broader
perspective and focus on the details.
. Now, let's step back and evaluate this
information calmily.
They have more bargaining power now, so they
can demand a higher price.
Today, there is less awareness of environmental
issues than 50 years ago.
It's mportant to set aside time to evaluate your
employses' progress.
“Work in pairs. You are managers at a local
chain of fish restaurants. You are meeting to

(7) 5 =) 115 Replace the words and phrases in bold

with the correct word or phrase below. Then
listen and check your answers. “problems and possible strategies. You can
be caught off guard + force + going forward add strategies of your own.
in the light of + navigate + overcome Student A: Use the information on page 117.
put out fires » substitute Student B: Use the information on page 128.
1. The CEO must helo the company to handle
a complicated marketplace.

. I'm sure we'E succeed inn deaing with mhis

Our managers mustst handle crises all the

time...
She has becomes aponer lisas in
the boardroom. ...
Plan ahead. You don't want to be EE
and not prepared.
Customers are demanding healthier food. What
can we use as a replacement for sugar in cur
Products? -.....—mee—em.—.
. Considering this new information, I'm afraid we wil
-u

need to change
our plans. ..........—.—.———.—
8, From now on, ve vall need to manage ourapre
better. . mi .
 Reading
o 1 =) 195 Read a page from a coursebook for businesspeople. Write T (true)
or F (false) next to each statement. Correct the false statements.

The writer thinks that ... .

10 steps to business success
Step 3: Teamwork
A common mistake that companies make is to think
that putting people into teams will automatically mean
that they start working more effectively. The reality
can be very different. Companies often need to provide
their employees with some training on how to work well
together.
1. people might have to be taught how to be
an effective team member
. teams should avoid having diferent ideas about
what to do
. when there is a disagreement, people
sometimes forget the main purpose of beng in
a team

Disagreements . when someone disagrees with us, it's usually

When a group of people are collaborating to find because he / she doesn't Ike us
a solution or reach a decision, there will always be
differences of opinion, What is important is how people
. I someone doesn't agree with our idea, it's often
deal with these disagreements. Unfortunately, people
because he / she doesn't understand what we
often argue instead of working together to try to find mean
the best solution. Their priority becomes winning the
argument rather than doing what is best for the
company. But remember, when people disagree with . when people are womied about confict, they are
Us, It's not personal. It shows that they share our less Ikely to contribute
commitment to finding a solution and in the end, we
all want the same thing — what is best for the
company.
Writing
Discussing and listening
When someone's opinion is different
from ours, we 2 Imagine that your company sent you on
should try to understand their ideas and be willing to a teambuilding day. Write a review for the
accept them If they are better than our cun. We must company intranet about your experience.
also listen respectfully to their input about our ideas. Include:
They may have identified something problematic about * the teambuilding activity you did
our suggestion that we hadnt thought of. Very few ideas
* who else attended
are perfect when they are first put forward, and this is
why collaboration is so valuable. * what you liked or didn't like about It
In an open discussion, a team can * what your colleagues
thought of it
evaluate the strengths and weaknesses * whether you think it will make the team work better
of ideas and very often come up with together
a better solution. If people are afraid to
say what they think because they don't
want to get into an argument, a team Ke
won't perform vell. Language
1 went on a teambuilding
day last week with the
rest of my team.
Organising some workshops where
people have the opportunity to work We had to work together in order to ....
on their interpersonal skills, including 1 enjoyed it when we ... because ... .
how to tackle disagreements and I thought ... was a good / bad idea because ... .
settle conflicts, can really help to
make sure that a team bonds well
1 didn't like it when we ... because .... —
and pulis together for the good of the 1think that the teambuilding
activity will help us
« company as a whole. to... because ... .
 =
Listening
[Z) 3 =) 157 Three people, Karen, Ted and Linda, are giving their opinions about teamwork.
Read the questions. Then listen to the speakers and write the correct name next to
each question.
Who says ... ?
1, teamwork is an opportunity to get to know your colleagues ....02—.2r—=
nn .—..e..—.—
2, we shouldn't create teams to solve small problems....
3. they spend more time trying to deal with arguments enn taciding the
1 issue...
4. sometimes a team can take more time to solve a problem than is necessary
5. takmng to colieagues is a way to improve your knowledge... —
6. employees need to have more responsibility to make decisions alone ..
7, sometimes people just want to be praised
8. meetng with peopis from olher departments lo discuss an issue can be uselul..................—.

Speaking Listening
(2) 4 CJ Work in pairs. Use the mind map to help (z) 5 “) 13 Samantha Gibson is talking about her
you. experience as a business leader. Listen to her
Student A: You are going to talk about the positive talk and tick (7) the opinions that match what
aspects of teamwork. she thinks.
Student B: You are going to talk about the negative — 1. It's possible to leam to be a leader,
aspects of teemwork. . 2. Some psople are natural leaders.
. UE. .... 3. Sometimes, a leader has to pretend to be
emrpowerng something he / she is not.
accountability
. 4. Being friends with your employees is difficult.
. You should give responsibility to your team.
generatng
ONDO

There is only one way to be a leader.

al

You need to ask for your employses' opinions.

team spirit
and bondng You should only talk about business vith your
Ed

employees.
conflict dfferent ponts of view

A: One advantage of teanwork is that It encourages Speak i ng

people to take responsibility for their role in ihe
team because they don't want to let the rest of
the team down,
B: That true, but there are also people who leave
al the work to the other members of the team,
[2] 6 (3 Work in pairs. Imagine you are both
successful leaders and you are preparing a
talk to give to some new managers about how
to lead. Discuss what advice you would give
them. Use the points below to help you.
* empowering employees — + leadership stye
* asking for their opinions * developing your team
* time management
 [ > EE
| 0 135 Read the job advert. Then write T (true) or
F (false) next to the sentences below. Copy the

ee r
Sales - Electronics
Sharp Eye Technologies Ltd Headquarters
New York + Role will be based in the Berlin office — 1. Wil supervise
many people

[A Management Level tio 1,500 Employees . 2. Must have experience of organising exhibitions:
Job responsibilities include:
* running a smail but dynamic sales team 3, WIN look for new customers
* participating in exhibitions
* providing customer support 4. needs to be able to direct and inspire a team
* identifying and targeting new markets
* negotiabing contracts
— 5, Will need to know how to examine the German
Job requirements: electronics market
* previoussales experience
* ability to lead and motivate a sales team
— 6. must be good at reaching agreements
with
» excellent interpersonal skills
customers
* ability to analyse local markets
* effective negotiating skills
* fluent in German — 7. only noeds to know a little German
* willing to relocate
to Berfin
For more information,
contact Becky Preston at — 8. will need to lIve in Berlin
beckyp(Ejobhunt
net.uk or click the button to apply
Please note- Only suitable candidates will be invited for an interview

O: =) 110 The Head of Sales, Jeremy Harper, is O: “1 14: Complete the sentences with the correct
interviewinga candidate, Liz Neilson, for the form of the verbs below. Then listen and check
job of Sales Manager. Listen to the dialogue and your answers.
complete the sentences with one or two words. be + get + know + leave + tell + think + work
1. The first thing that Jeremy asks about is Liz's 1. Could you ............——.————.—.. Me about your
A ad e background. educational background?
2, Liz studied Business
Studies for .........—————————. —.. experience
in sales?
years.
3, Liz currentiy
Works as dl .........—..———.—.eeen..... OL
Greendale Chemicals.
jet ee
5. Wny do you... . . you're a good
candidate for this job?
wants more of a :
6. 'd Ike ......—.——————— Me about how well
5. Liz knows alot about the
you work under pressure.
7, How long have you me here?

When companies want to fill a high-level position

and are Icoking for an especially highty qualified Work in pairs. Use the sentences
from
candidate, they often use the services of Exercise 3 to write a dialogue similar to the
recruitment companies called *headhunters'. one in Exercise 2. Practise your new dialogue.
 Working with Vocabulary [7 Y *) 142 Circle the correct answer. Then listen
and check your answers.
IC/1S | vocABULARY PRESENTATION . Lisa is gcing to help me plan my survey. She's
very insecure / knowledgeable about market
O: Match A to B to form logical sentences. research,
A . Tom is very good al keeping track of office

Ls
1. You have a lot of experience of selling bocks, supplies in our company. He's very messy /
organised.
2, The successful appícant must be fluent in Spanish,
3. Amanda is very hard-working / confident. She's
3, |Hhink you should take the advanced course
at the office from 9 am to 7 pm every day.
In English
Is Paul someone that we can trust with this? Do

»-
, Itisn't easy to work under pressure,
=>

you think he is outgoing / responsible enough?

5. If you're going to target a new market,
5. It's my first day at this job. "'m very anxious / lazy!
B Chloe isn't a good marketing representative. She's

Ls
. 50 I'm afraid you aren't suitable. too quiet and dynamic / introverted.
a00m

0 make sure you take time to relax. . I'm not very confident about my work. In fact

|
. so we'd like to offer you the job, I'm quite insecure / responsible.
. you need to do some research into what they 8. I'm under pressure and | haven't got time to
want frst. file papers, so my office is very messy / lazy
right now.
. B. to continue improving.

O: Complete the sentences with the words and

o: 4) 113 Listen to part of a Jobs podcast giving
advice
for job interviews. Which two of the
phrases below.
things
in the list below does the presenter not
educational background + headquarters mention?
logistical support + relocate 1. the importance of arriving on time
secondary school! + vocational course
2. how to dress for an interview
1. The coMpany'S
crean msmmcecca neon menciona EE
3. how to graet the intervienvar
In London.
4. how to answer questions
2. The job requires me to
to Paris. 5. what documents to bring
3. Whats yOur -.....————.———m
emm omnmeencncecaónos 7 Did you 6. how to organise your documents
study at university? 7 . how to practise
4. | provide ....—.—.———————————.—. . | make sure that 8 . which questions to ask the interviewer
the equipment — the projector and microphone — 9. . the importance of smiling
Is working bafore meetings.
The presenter does not mention .... Or . .
5. | finished when | was 18.
Then | took a TA in electronics.

(2) 6 Match the adjectives in A to their opposites in B.

[* Your Turn qm
Work in pairs. Discuss the items
A B
in Exercise 8. What advice
1. outgoing . a. Messy would you give for each item?
2, insecure b, contident
3. hard-working Ce. introverted
4. organised . . O. lazy
a Interviewing É N a a. >

> NI Ls
Qeeno stanoa: Vocabulary (page 158) ) 2 “1 15 The Human Resources Director (A) is
conducting Liz Neilson's (B) second interview.
o 1 =) 14 Read the interview form. Answer the Listen to the dialogue and fill in the missing
questions. words.
5: Liz, It's nice to see you agaín, Please

B: Thardcgori: Tun glacito tio hara.

Name: —_ Liz Neilon A: You're one of three candidates that we've
invited back for a second interview. Betore |
Telephone: __97700 900 9561 me you for more information about
Address: 27 Lilypond Drive, Manchester AERONEZE DEAR IA , 'd like to tell you
more about the job.
E-mail: — liznSuk.nez?
B: That would be great. Thanks,
Education: [7] secondary school A: This job calis for a lot of overtime. How
do you
[Juniversity 1] vocational feel about that?
Skills. Computer skills: Word, Excel, PowerPoint 1:21) de AAA EA me. I'm keen to
Languages: Elis (native), German (fluens) succsed, so I'm happy to work long days and I'm
flexible about hours,
Work ience: Sales Manager — 3 years A: Great. The starting salary is £60,000 per annum.
co Greendale Chemicals Our sales reps work 40 hours a week, but as a
manager, we expect you to be conscientious and
Lo

interviewer: — Jeremy Harper

B: That's fair. What about leave?
Date: 6th August A:Yo 0028 deve"... —————. 18
Impressions: hard-working, responsible, retirement benefits are great anc other perks
organised, cutgoing include free health insurance and gym membership.
Schedule a second interview: Yes CJNo B: That's great. It sounds like the perfect job.
A: Good. And, what is your notice period at your
current job?
B: Four weeks.
1. Which city does Liz Nelson Eve in?
A: OK. Next, I'd like you to tell me how ycu handied
some diferent situations at work. First, can you tell
2. Did she study at university? me about a time vhen you had to resolve a conflict
DENOTA anar re arere e ?
3. Which computer programs is she famillar váth?
Read the dialogue again and match the numbers
¿e nicas dni
4. Which languages
does she speak?
B
a ...E. how many hours a week the
5. How many interviews has she had so far? 2. £60,000 members of the team work
3,40 ..D. how many people are having
4.25 a second interview
5.4 ... C. how many weeks of notice Liz
. needs to give her current employer
Go online and find a list of some of the most ....d. how many days of holiday the
common interview questions. Which one do you company gives new employees
think would be the most difficult to answer?
8. how much Liz vil be paid if she
Du gets the job
What are the advantages and De
of using job interviews to decide if someone is
suitable for a job? Do you think interviews are
a good way to choose a suitable candidate for
a job? Why?
 Working with Vocabulary Match the adjectivesin A
to their definitions
in B.
VOCABULARY PRESENTATION A
1, sensitive
o: mi) 145 Choose the correct word to complete each
sentence. Then listen and check your answers. 2, creative
fast leamer + multitasking 3. conscientious
Te EM Dic | don't
need alot of 4. industrious
explanation. 5. easy-going
2, I'm not very good at ....——w— ww. Ican't B
do more than one thing at a time.
....A. Can think of original ideas
incentive + starting salary
....D. very serious about dong duties and what is right
3, The..............—.——.—.—...... 1$ £45,000 per annum.
.. €. hard-working
4, Qur company gives the best employees ... d. aware of other people's feelings and behaviour
a weekend at a holiday resort. It's a great
ici 1) WORK hard, ... 6. pleasant and relaxed
schedule
+ shift work
y Circle the correct response.
5. The workers at the factory do .... ==
1. Are you flexible about your hours?
from 7 am to 3 pm and from 3 pm to 11 pm.
al. No, | don't want to do shift work.
6, Every week, the marketing reps get their
PO for the follovíng week. b. No. !'m easy-going.
fire + recruit Qur company has just fired three sales
representatives.
7. A ETE I'm sure they"!
a. Why? Were they too keen?
8. en your company ...........—.——————.—.... Many b. Why? Were they not hard-working encugh?
college students? The Sales Manager is giving a £2.000 bonus to the
health insurance + retirement benefits sales rep who sells the most phones.
9. Do you get good... El YOU a. That's a great retirement benefit.
naw job? You'll need money to live cn vinen
you b, That's a great incentive.
stop working.
10 Maa pays for my visits to a permanent
job.
the doctor, a. That's probably because Mike is such a fast
notice + perk jearner.
11. One... . Of working here is that b. That's probably because Mike is too ambitious,
you get 10% off at some of the local restaurants. Will you be able to do this project as wea?
12. | need to give two months"... a, Yes. I'm good at mulitasking.
véhen | want to leave my current job. b. Yes, 'm always punctual,
o: Circle the correct answer.
1. I'm very keen / articulate. I'm good at speaking
In public.
Z I'm very ambitious
/ decisive. | want
a successful career.
3. I'ma temporary
/ punctual person. I'm never
late.
. I'm not decisive / permanent enough. | needto
be quicker at making a choice.
I'm not very ambitious / flexible about hours.
| can only work at certain times.
I'm very decisive / keen to get a job in the
fashion industry. It's what I've always wanted to
do.
7, Im looking for a flexible / permanent job. | want
to work for the same compariy for a few years.
8. This job is for three months. It's only a
hard-working / temporary job.
 FOR V KI 3

A CV needs to include all the necessary information

as briefly and clearly as possible. It should also
look and sound professional. These tips will help
you to create the right impression with your CV.
ME Layout: Use headings to make your CV easy to read.
Use the following: Personal details, Personal statement,
Work experience, Education, Languages, Skills. Use
bullet points for the information under each heading.
E Personal details: Include your name, home address,
phone number and e-mail address. Don't say what your
gender is, your age or date of birth, or your marital
status. The only social media you should add is your
LinkedIn profile.
E Personal statement: Write one or two sentences
describing what your career objectives are and how
you can benefit a company.
E Work experience: Write your most recent place of
work first. Say what your duties were, but don't just
write a job description. You should say what your
achievements in that role were. You can also include
any part-time work that you have done.
E Education: Say where you studied. Always start with
the most recent place you studied, Include relevant
Courses and the marks you received.
M Languages: Mention any foreign languages you speak
and how well you speak them.
E Skills: List computer skills or any other skills (from
work or outside work) that are relevant to the job.
M Check: Use the speli-check on your computer and ask
someone else to read your CV to check for mistakes.
E References: Don't include your references on your
CV, but ask two people if they would be prepared to
give you references. One should be from a place vhere
you studied, the other should be from a place where
you worked. You shouldnt have a family member as
your reference,

[ How many headings should 1 include in my Cv? Is it a good idea to mention my hobbies?
Reply:* Rep:
7 Should T put my date of birth on my Cv? Pavick Should I include part-time work that I've done?
Reply: * Reply: *
Do I write my references" contact details on my CV? Should I put links to my Instagram
and
Reply: > Facebook accounts?
Reply: *

Y Why do you think we don't include Y |

1 z information like gender, date of birth
U -T and marital status on a CV?
Tip!

In some countries, It is
Match the information below to the correct heading on the Cv. common to put a photograph
1. 2018-2021: Marketing Manager, Rainbow Paíts ........————w——. of your face on your CV.
2. stewand779jmail.com .....................—.
3. Spanish (native), English (advanced), Japanese (intermediate)
Your Turn qe
su == rs. Turn to
4, 2016: Diploma in Business Studies - Bonneville School of Business

5. Word, Excel, PowerPcint

6. A highly motivated Marketing Manager looking for a new challenge.
Proven track record of .... .....——.——————
 Working with Vocabulary [7 “0 13 Complete the sentences with words and
phrases from Exercise 4. Listen and check your
VOCABULARY PRESENTATION answers.
1. Glenda needs to work on her .......—..—.—————.—..— ó
* Cirio the correct response. She can't always explain what she means clearly.
1. What does the job description say the job involves? 2, MH you want to get the best possible price from
a. Identilying opportunities in target markets and suppíers,
you need to be good at .............—.—.——.—.
developing strategy. 3, We really need to come up with some original ideas,
b. Fut-time with 25 days' annual holiday. so | want everyone to ......... ade
4. He has great ............... — he knowsthe
2. What are your career objectives?
Industry, he's good at analysing a situation and he's
a. | finish my course next yoar. really good at motivatng and developing his team.
b. 1 want to be a senior designer within the next
Mvas 5. Laurence doesn't have any -..—.————————m——
. He'S
S ” o leamt everything he knows through experience.
3. Which foreign languages do you speak? 6. | decided to show some —..—.—.—.— Nd
a. I'm fent In Portuguese and Russian. found a solution to the problem myself.
b. My first language is English, 7, Amanda was an excellent student. She gained
4, YMmo are you going to ask to provide references? a bachelors degres .................... from
a. Some of my colleagues
heíped me. Manchester University.
b. My tutor and my previous boss. 8. Alter she fnished her bachelor's degree, Gemma
a A went on to do a ..............—.—.—.. from Cambridge
5. You say you have a proven track record in delivering University
projects on time. Tell me more. :
A. Yes. In the last six months, I've managed three 4) 140 Martha is helping Tim with his CV. Listen
big projects that were all completed to schedulo. to the dialogue and choose the correct option to
b. Yes. The current project I'm responsiblefor is complete each sentence.
supposed to be finished by the end of the year. 1, Tim wants to apply for ajcb as a... .
6. What is the best layout for a Cv? a. photographer
a. Use headings
and bullet points. b. sales representative
b. Don't forget to check for any spelling mistakes. 2. Asa hobby, Tim enjoys ... .
7. IF someone has the right qualifications
and a. photography
experience, their gender isn't important, is it?
b, repairing cameras
a. You're right. It doesn't matter vere they are from.
3. When Tim worked for a company calles Arkwright
b. Youre right. It doesn't matter if they are a man Electricals, sales Ín his region ... .

Ay Sena achieve in that role role? o

b.in

ha : - 2 4, Martha says Tim was good at communicating with

b. | managed to cut costs by 25%. customers and ... when thay ware colleagues.
Put each word or phrase into the correct column a: wordng with others
according to whether it refers to education or b. leading
a team
workplace abilities. 5. Tim has ... how to use different computer programs.
bachelor's
degree + communication skilis
+ diploma a. experienceof
formal training + graduate + manageríal skills b. a qualificationin
master's degree + negotiation + problem-solving 6. Martha thinks that the font Tim wants to uso is
think outside the box + with honours + initiative too
a. big
b. smat
 ] =) 150 Read Craig Sinclair's cover letter. Tick (7) Read the cover letter again. Write T (true),
the things that he includes. F (false) or DS (doesn't say) next to each
statement.
deve Gerystalsysterrs comet 1. Craig does all his job searching online.
From: Craig Sinciair 2. Craig recently became interested in computers.
Subject: Sales Representatrve Rola
.... 3. Crystal Systems is a largs technology company.
Dear Ms Dewar, 4. Crystal Systems has recently launched some
lam writing to apply for the role of Sales Representative as products.
advertised on the Job Match-Up website. Please find my ... 5. Craig is interesteo in computers, but he doesn't
CV attached. have any relevant work exparience,
| have always been interested in the information technology .... 6. Craig thinks he is good at taking to people.
sector. The opportunity to work with Crystal Systems, one . . 7, Craig prefers being interviewed over a vídeo call.
of the biggest companies in the industry, is one that | am
very excited about. Your new range of laptops and tablets
shows that you are a company that is looking to the future.
The job description says that the role involves finding new Find out more
customers to stock your products and providing them
Go online and find a job that you would like to do
With support, | currently work for an IT company, so | am
when you finish your course. What does the job
very knowledgeable about the technology market, which
description say the job involves?
What skills and
will help me to identify potential new markets. | have very
experience does it ask for? How many of these
good communication skills, which means | can deal with
things do you have or do you know already?
customers well. | am also able to provide technical support
because | am very familiar with the products that you sell.
| am available for an interview at any time that suits you —
either at your offices or over a video cell. My current notice
period
is one month. Work in pairs. Turn to page 119. Look at the
Many thanks for taking the time to consider my application. sentences from Jennifer Anderson's cover
Yours sincerely, letter. Work together to put them into the
Craig Sinclair correct order. Use Craig Sinciair's cover letter
as a model.
1) Craig_Sinclair CV.docx

— 1. Say what job you are applying for.

2. Say where you saw the advertisement.
——3. List your previous employers.
—..4. Say something positive about the company.
.... 5. Talk about your hobbies,
— 6. Say what you don't like about your current job.
—. 7. Show that you know about the company and
what it does.
...8. Say when you can be interviewed.
. 9. Say how long it is before you can leave where — M8
you work now.
.. JO.Give your current salary and say how much
you would like to eam.

When writing a covering letter, write

Dear Sir or Madam and finish with Yours
feutrifully, when you don't know the name
of the person you are writing to.
o 3 Imagine you are applying for one of the jobs in the adverts below. xD 7 5
Write your CV and cover letter. Use the CV on page 160 to help you. Aa
Invent any extra information that you need.

CONNECTED.JOBS
SILVERLINE FOOD
Personnel Manager (London office)
Job description:
* recruiting staff, organising training, employee
welfare
Skills needed:
* communication skills, teamwork
Send CV and cover letter to:
Jerome Hanson jhan(Qsilverfinefood.co.uk.nett
ELGAR MICROCHIPS
Finance Supervisor (Manchester office)
Job description:
* working across accounts payable and accounts
receivable, accurate recording and reporting of
financial information (minimum three years”
experience)
Skills needed:
* problem-solving, organisation
Send CV and cover letter to:
Darrell Rogers drogersGelgarmicro.co.uk,nett
GEMS 8: JEWELS
Office Manager (Rome office)
Experience of running a busy office necessary
Job description:
* serving customers, some accounting
Skills needed:
* fiuent in Italian, communication, initiative
Send CV and cover letter to:
Christopher Smith cse?gemsnjewels.co.uk.nett
|
NE! NOVA FASHIONS
Sales Director (Edinburgh office)
Experience in the field of fashion preferred
Job description:
* develop sales strategy, create profit targets,
maintain relationships with customers
Skills needed:
* some knowledge of French, communication,
working under pressure, market knowledge
Send CV and cover letter to:
Tess Gladstone tessgEnovafash.co.uk
nett
JOLLY TOYS
Production Team Leader (Cardiff office)
Experience necessary
Job description:
* ensuring workers follow procedures and projects
delivered on time, providing support to team
members
Skills needed:
* communication, working under pressure,
leadership skills
Send CV and cover letter to:
Peter Lomax plomax(joliytoys.co.uk.nett

Work in pairs. Swap your CVs and cover

letters. Tell your partner what you like
about his / her CV and cover letter and
— whathe/ she can change to make it better.

us!
 Reading . Jack and Barbara have worked at the same

-
company in the past.
1 151 Jack is writing to his friend Barbara to m2. Jack has worked at Thompson's Toois for two
give her some advice about the job interview years.
she is going to have at the company where he 3, Coliette is very confident with other people.
works. Read the e-mail, Write T (true), F (false) or
— 4. Jack thinks that Andrew will say more than
DS (doesn't say) next to each statement.
Coliette during the interview.
... 5. Some people at Thompson's Tools haven't always
To: Barbara Murphy done their job the way they are supposed to.
From: Jack Deweon
Subject: Intenvew
tics .... 8. Jack doesn't like the stress of working at
Thompson's Tools.
Hello Barbara, ... 7. The employees at Thompson's Tools usually finish
It was great to hear from you. Congratulations on getting an work at the same time each day.
interview with Thompson's Tooís. That's very exciting. I't be veny .... 8. Andrew and Collette are proud of the new
happy to give you some advice for your interview. It vill be great products,
ifwe can work tegether again, won't it? _ 9. Jack says that Barbara is the best person
who
Well, Collette Watkins and Andrew Appleton véil interview you. has applied for the job.
Ive worked with Colette for two years. She's nice, very
hard-working and knovdedgeable about the compary. But
she's quite shy. So, if she doesn't talk much, don't worry — it's Listening
not because she dossn't ike you! Andrew is very different. He's
confident and outgoing. He"l probably de most of the talking. 2 =) 152 Charles
is interviewing Grace
for a job.
They will defintety ask you abcut your experience of ensuring Listen to the dialogue and choose the correct
that workers are following the correct procedures. We've had option to complete each sentence.
some problems with people not doing things correctly and there 1. Grace has come in lora... interview.
have been some complants from customers. That's why we a, first b. second
need a great Production Team Leader like you to make sure
everything is done property! You should also think of some 2. Charles asks Grace about how ....
examples cf how you've successfully worked under pressure to a. outgoing she is
tell them about, because it can get quite stressful here.And we b. to work vell with other people
often have to work late or at weekends, so tell them that you 3. Carles asks Grace to tell him about her... .
are flexible,
a. greatest achievement
Ancrew and Coliette werked very closely on our latest range of
tools, and they're very pleased with them, so tell them how great
b. work history
you think they are! And ask them some questions about vhat the 4. The company needs someone who can work ... .
customer feedback has been like — they'l enjoy talking about all a, at different times
the posibve reviews! b. on different days

)
When you've done some preparation, let's meet up and you can 5. After somecne has worked at the company for more
practise with me. | think you're a great candidate for this job. than a year, he / she gets ... days of holiday.
Ses you soon. a 23 b. 25
6. The salary is ... per month.

a
a, £1,715 b. £1,750
7. Grace will find out if she has got the job ... veek.
a, next b. this

á
Speaking Speaking

o Work
NE
in pairs. Follow the flow chart and write
o CJ Work in pairs. Your friend Anna is applying for
a job as an Office Manager at a travel company.
She asked you to look at her cover letter.
Discuss what Anna needs to add to her letter.
ai a STE
v
| Student B: Return greeting. Toc amanda stevensisgstravel.co.nat
+ From Anna Laden
Subject: Office Managor Ade
Student A: Say, "Describe a time v4hen you had to
resolvea conflict between two members of your team." Dear
Ms Stevens,
7 Lam writing to apply for the position that | saw
Student B: Met with each person individuafiy. Then advertised on Linkedin. Please find my CY attached.
had a meeting with both together to agree on solution. have ahways been interested in travelling, so | would
La love the opportunity to work with Golden Sands
Student
A: Ask, “How do you maintain good working Travel.
relatienships with coleagues?" The job advertisement
says that you need someone
E with exparience of handing travel arrangements.
Student B: Respect others" opinions and experience. | have got experience, You also say that you want
Speak politely. someone
who has gocd communication skills and
La can work in a team. | have got these skills.
| Student A: Any questions? | My current notice period is one month.
L7 Yours sincerely,
[etudont E: tour per mesi )— Amalarn
[ Student A: 40. ]
L -
[ Student B: Holiday? ] Writing
| Student A: 24 days. Salary is €2,270 per month.
Ln o Imagine that you are the perfect candidate for
the job advertised below. Write a cover letter to
| Student B: Decision when?
+
| go with your CV when you apply for the job.

| Student
A: Early next week.
Gibbon's Musical
Instruments Company
Listening Customer Service Manager
“0 153 Chris has asked Georgina to help him with Job description:
his cover letter for a job he wants to apply for. * manage team cf customer service reps, handle more
Listen to the dialogue and answer the questions. complex issues that customers contact the company
1. Has Gecrgina already read Chris' cover letter? about, develop customer reward schemes
Skills needed:
* communication. ability to work under pressure,
2, Did Chris say vere he saw the job advertised in leadership skills
his cover letter?
Contact: Graham Moore: g.moore(?GMI.co.nett

3. ls Chris' hobby relevant to the job? Wry / Why not?

4, What three things does Chris say he likes about

the cars that Triton makes?

5. What is the job tie that Chris is appiying for?

6. Which departments
does Chris maintain the
financial information
for in his current job?
a Pairwork Appendix
En From page 7
EG
StudentA:
Give your partner the following directions in this
order:
1. From the lft to the toñets.
2. From the tolets to the cafeteria.
3. From the cafetería to the conference rcom.
4. From the conference room to the kitchen.
Then, listen to your partner's directions and
complete your floor plan.

E From page 11

StudentA: ;
E Wilson Furniture

_Toorder: — —|
10 pink highlighters + 10 ycllow highlighters
45 writing pads
$ rolls of sticky tape
E paírs Of scissors

ET From page 13

StudentA:

Human Resources Department —

office supplies needed

Scissors - 1
Pen drives - 5
Pens — Blue 5
Red 15
 ||pairwork
3 From page 15

StudentA: Explain
what help you need.

StudentB: Agres
to help.
$
StudentA: Need to record a daytime and nighttime message.
+
StudentB: Dial 500 star + 1 for daytime message or 2 for nighttime message. Next. press Program to start.
+
StudentA: How to stop recording?

StudentB: Press3.

StudentA: How to review?

StudentB: Press<.

StudentA: How
to modify?
E
StudentB: Press 5. What is your daytime message?
$
StudentA: Say what you wil record for your daytime message.
+
StudentB: It's good.
+
StudentA: What is a good nighttime message?

StudentB: Tell Stucent

A vhat to say.

StudentA: Thank Student B.

El From page 17
|rsirwork
ET From page 19

StudentA: Ask Student B to explain the ncoming mail procedure.

6
StudentB: Agres. Ask what Student A wants to knov.
+

$
StudentB: Separate registered mail from standard mail and “private” or 'confidential' from the rest.
$
StudentA: If open conficentíal
mail by mistake?
1
StudentB: Reseal, write 'opened in error' and apologisa.
y

+
StudentB: Fill in the log.
D
StudentA: What details?
¿
StudentB: Names of sender and recípient, the date, enclosures, type of letter.
+
Student A: Thank Student B.

a From page 21

StudentA:

ttem Destination How to send Other instructions

1, clock Glasgow express courier Pack in bubbie
wrap.
Label *Handie
with care”.

2, contract Paris registered

mail
3. invitations customers on list second-class
post — | Put in envelopas. Print address on envelopes.
E From page 25 116 From page 29

StudentA: Southampton
to Rouen, StudentA: Greet Student B.
Shipping value: £1,100. Discount?
Da
Student B: ——
StudentB: No. Only over £1.500. a
X=

Student A: —_—_—
e

Student B: Nana A

StudentA: Say yes. -

Student B: —
StudentB: Transit
time: 30 hours.

Student A: ENEE
Student A: T——
Student B: RATA
Student B: —_—_—
Student A: STA
Student A: ua possible,

StudentB: Time and location for mesting.

a
StudentA: Agres.

5 From page 27 Le From page 31

Student A: StudentA:

Trade option: importing red wines from France ) PENNY'S SPORTS EQUIPMENT
vía a new sourcing company, The World
SourceDetails: The caller's
1. expected profit 15% name:
(by selling 28.000 bottles - £29,700)
2. manufacturer wants initial investment of The caller's
£2,000 company:
Market:
1. French wine is the most popular on the
Their phone
market. number:
2. People are drinking less and choosing
a healthier lifestyle.
The reason for
Sourcing company: the call:
1. guarantees on-time delivery
2. provides shipping arrengements
Shipping arrangements:
Rates: £400 per shipping of 100 bottles
me fast shipping — 3 days
|Pairwork
en From page 33

Student A:

Product: Mimolette cheese

Source: Les Vaches, Lille, France
Advantages:
* Mimolette not yet available in your country
* Expected profit: 12%
* Manufacturer agrees to paymentup to 30 days after delivery
* Established supplier
Disadvantages:
* Not sure local consumers will like this cheese
* Manufacturer won't sell small quantities

EZ From page 35

Student A:

N
BEST DAY
Tour Operators

E From page 37

Student A:

Date of event: 3rd-4th September

Type of event: PMA Mobile Phones Conterence
Number of people: 120

e one auditorium (to hold up to 70 people) with laptop. projector and screen
e three medium-sized meeting rooms (ta hold 20 people) with laptop. projector
Requirements: and screen
e cne small meeting room (to hold 5 pecple) with video-conferencing
equipment

Catering: coffee breaks, buffet lunch and dinner on each day

Additional requirements: | Vi-Fi tnroughout venua
 | rairwork]
a From page 39

MONTHLY SALES DEPARTMENT MEETING

15th November, 2023

Agenda:
10:00-10:30 Introduce the three new junior office assistantsto the team
10:30-11:00 New price structure that will be introduced on 1st December
11:00-12:00 Specifications of new produet range that is being launched on 25th November
12:00-12:30 Rosaline's report on potential new markets
12:30-13:00 Brainstorm ideas for the sales conference in February

From ed4l

StudentA:

Minutes of the convention planning team meeting

Dare: 12th June, 2073

Location: MTI meeting room

Arrendees:
Apologies: Max Morgan

Agenda: Plan SLUCA 2024 conventian

Decislons:

Action points:
Task Assigned to Time frame
1. Prepare budger
E Teby (CEO's persenal assistant) By 15th juby

Eo Lily (Marketing Director) By 22nd July

Date of next meeting: 31st July, 2023

SLUGA 2024 Convention

09:00-09:30 Greef customers and give out catalogues and name tags
TA
DEAS-10:46
Agenda:

10:45-11:15 " _
11i5-12:15 Fresentation: Plastic in me Buling Business
12:15-12:00
13:00-14:00-- Loneh brea "
14:00-15:30-- Fresentation: Recycling Pa
15:30-17:00
 From page 43, Exercise 5 E From page 47

Student A: StudentA: Greet Student B. Comment on his /

13:00 Lunch with new suppliers

14:00

15:00 | Interviewing candidate for

vacancy
16:00

110| From page 49

StudentA: Greet Student B.

$
StudentB: Say you want to hire a car.
E
, StudentA: Ask what class of car.
40 From page 43, Exercise 7 3
Student A: StudentB: Compact. 1

/ Date and time: 12ih June, 2023, 9.30 am » StudentA: Ask for how long.
Location: Boardrcom 42, Grd Floor $
Present: StudentB: One week.
Judy Morrow (Marketing and Sales) Es
Malik Sheraz (Human Resources) StudentA: Drop
off where?
Ruby Howson (Financial Director's PA) 3

: StudentB: Train station,

How much?
+
StudentA: $230
 | | pairwork
110| From page 51 E From page 53

Student A: StudentA: Ask if Student B bcoked a hotel,

/ Your details Y $
Name: [Your namej StudentB: Yes.
Address: Fernat Storage Solutions Ltd, 18 High $
Street, Leeds, LDS48 68T, UK Student A: Description?
When you want to stay J
Amive: 14/2 Leave: 18/2 5
T0a 2 Cala vena Student B: or ps ao
2 Xx executive sultes: single cccupancy Na
Meals you want Student AL Swimmi
Breakfast and dinner [You are both vegetarian.] E -
ls it possible
to ... ?
* check out late on 18/2 at 6.00 pm ió
* use the hotel transport service to go from hotel to +
airport on 18/2 at 6.09 pm StudentA: Business centre?
* book dinner for four you, your colleague and two ri
clients] at the hotel restaurant on 15/2 at 8.00 pm
Tala CDA StudentB: Yes, With prínters, photocopiers,
| Budget: €1,600 y — -

StudentB: When?
_
Ta From page 55 12 | From page 61

Student A: StudentA:

You want to take two weeks starting at the end of fCustomers name: Your name
next week. You have booked tickets to go to Morocco Company name:Toy World Shops
(it was a special offer). You have been working
really Order e 738140-PE
hard lately because other people have been off sick :
and you are feeling stressed. You only took two days Under warranty until: naxt December
| of leave at Christmas because it was so busy. ) Customer's complaint:
ke =- 1. Ordered 100 toy robots but have only received 50.
2. Five rebots have been returned by customers
Na From page 57 complaining they don't work properly (have probably
«a got the same defect). J
Student A: ===

MY WORK REGULATIONS E
Paid annual leave: 28 days e From page 63, Exercise 4
Unpaid leave: 5 days
Carry over annual leave from one year to Student A:
the next: 7. (Information for new employees: Y
Number of days: 7 e card reader at every entrance
Notice if you want to take two weeks' leave: e lost card - tel Security
two weeks :
e forgotten card — temporary card from Security
Security procedures: entry cards: lock computer e security guards at entrances
screen when away from desk
e ccTv
MY PARTNER'S REGULATIONS
e 75 days
of annual leave each year
Paid annual leave: e two weeks' notice for 10 cr more consecutive
days
¿a of leave
Unpaid leave: * phone manager before 9.30 am if al
Mm 37 e e sick note if off for five or more consecutive
days J
Carry over annual leave from one year to N E
the next:
Number of days: _..
Notice if you want to take two weeks” leave: Ea From page 63, Exercise 6
Security procedures: _ -

person.
Na O He / She interrupts customers.
P He / She doesn't allow customers to explain
StudentA: Answer the phone and greet Student B. their problem.
+
StudentB: Give your name and the name of the
company. y

StudentA: Ask what the problemis.

2
StudentB: Explain the problem.
+
StudentA: Apologise and say what you vil do to
solvethe problem.
+
StudentB: Thank Student A.
a From page 65 13 | From page 67
Student A: da
/ Questions for prospective client: Y
1. How often do you eat chocolate bars? 1. Do you do any sport?
every day
[2-3 timesa week []once a week [] never 2. Which types
of sport do you enjoy?
4-5 times a week [less than once a vweek PE TT PESA
3. How often do you do sport?
2. What type of chocolate bars do you prefer?
E milk plain E fruit 4, Where do you do sport?
El dark En Mother — a
3. Do you have a favourite type of chocolate
ber Feelgood
VS aos
n | Health Club
4. What factors are important to you when FACILITIES:
choosing a chocolate bar? e treadmills for walking and running
size Olpackaging — taste e exercise machines with weights
Elprice — brand * exercise bikes

5. How much would you pay for a single e doma

chocolate bar? * outdoor swimming pool

Cupto € 1.00 1 1.51-€2.00 «e

Ce1.01-€1.50 € E] more than €2.00
CLASSES:
6. Are you loyal to certain food brands? * nerobics, Zumba, yoga, Pilates, spinning,
Eyes swimming and water aerobics
Dno * Classes are held early in the moming and in
the evenings.
LY. * The health club specialises in swimming
lessons for adults.
8. E male [female
PRICE:
9, Employment: es0a

E student El fulltime job Special offer valid till the end of the
Epart-time job C) unemployed month:
* Get 12 months fer the price of 10.
——————] ——]]—————]]O * In addition, three FREE lessons with a
personal trainer if you sign up this weex.
14 | From page 69 14 | From page 71
StudentA:
StudentA: Introduce Student E,
ri Britannia Racing Engineering Ltd
StudentB: Thank Student A, 54 Portland Place
London 18 1NJ
>
Balance Sheet
31st December, 2023

AUN Dgures in pounes sterling (housands).

Current assets
Cash 8 cash equivalents
Accounts receivable 265
Inventory 28
Total current assets

Non-urrent assets
Property
and equipment
Total assets

A
E
Current liabilities
Accounts payable
Accrued expenses

_Total current fiables

Non-current liabilíties
Long-term debt 90
Total liabilities — 156

Share capital 119

Retained eamnings
Total equity

Britannia Racing Engineering Ltd

54 Fortiand Place
London W18 1NJ
Summary of
Cash Flow Statement
31st December, 2023

AÑ figures in pounds sterling (thousands).

Net decrease in cash -100

Cash balance on 1st January, 2023
Cash balance on 31st December, 2023 —_ 45
15 | From page 75 15 | From page 77

: Hello.
How / help? StudentA: Describe
what the business will do,
4 how many employees
it vil have and
how many customers
you think it wal
Slow-paying customers / cash flow have.
problem.
Need / line of credit

employers labilty, fire, professional

indemnity, e-risk — and say which ones
your business needs.
+
: Agree or disagree with your partner's
opinion about each type of insurance.
Then suggest applying for a line of
credit in order to handle cash flow
problems that are typical of new
businesses,
+

: Ask your pariner to explain what a line

of creditis.
+
Explain what a line of credit is.
LU
: Askifthe business wil need to show
collateral
to get a line of credit.
Ra
Respond by explaíning it depends on
the specífic terms the bank agrees to,
$
Suggest going to the bank to get more
information.
16 | From page 79 e From page 83
StudentA:
StudentA: Want to start an online shop.
f po for the following information about n
Student B's public liability insurance policy:
e covers?
* amount - compensation
and legal fees?
e cost of policy?
e legal requirement?
Employer's liability insurance:
e covers: njury to employees
e pays: £10 millon compensation
£ 120,000 legal fees
e policy cost: £260 par year
e legal requirement:
yes P.

StudentB: No. Advertise

how? Era From page 87
+
“StudentA: Give some ideas for promotions
you Suggestions:
could mn. * hire a top model or actress for a promotional
+ campaign
StudentB: Plan to sell woridwide? * create an advertising campaign for television
* sponsor a concert with a famous band or singer
+ * have an online competition
- winners receive
StudentA: Yes, Advice? jeans or are chosen to model jeans
> * reinvent the brand - give it a new name and
create a new image
StudentB: Localisation.
use hot-ajlr ballcons to advertise
$ advertise through social networks, such as
StudentA: Ask what localisationis, Facebook, Twitter, elc.

+ Problems:
StudentB: Explain
what localisation is. too expensive
teo difficult to organise
not enough time to organise
16 | From page 81 not original enough
needs a lot of planning / legístics
StudentA:
might not reach target population
[Conste O gining tables reasonable but nothing special
Olchairs LC amchairs 0 sofas
Obeds []bedside tables
Production: handmade / machine
Quality: medium / high
Delivery time: ........ days
Payment terms:
Returns policy:
18 | From page 89
"al
* Keep your work life and personal life separate.
* Ealhe lirsl one ino the oltice each day and the
last one to leave.
* Dress emartly.
= Dalvoer impressiva presantations.
Name:
* Show that you care about your employeas”
welfara. Telephone:

* Develop
your team. Address:
* Plan thoroughly. E-mail:
Education: [] secondary schoo!
Cluniversity |] vacational
SkINS:
rel From page 91 Languages:

StudentA: Work experience:

-
Problems: Interviennmer:
There Es a lack of fish in the country, so prices have Date:
gone
Lp recently.
Impressions:

Possible solutions:
* Importing fish from other countrias. Schedule a second interview: LIYes LINo
* Running a commercial for the chain on the radio
or Ty.

Job Information
Hours: Monday-Friday 09:00-17:00

Starting salary: £64,500 per year

Holiday leave: 25 days per year
Notice period: One month

pes aa nl
|| rairwork
20| From page 98

CURRICULUM VITAE

Personal details:
Name: Cebs Hansen
Address: 59, Wood Lane, Derby. DY77 4UT
Telephone number: 03069 990 142
E-mail address: crazy debstigeemail.nett
Gender: Female
Marital status; Married to Derek. One daughter aged seven called Julie
Age: 34

Personal statement: Experienced Marketing Manager with excellent manageríal skills, Prever track
record of creating highly effective social media marketing campaigns.

Work experience:
2010-2012: Sales Rep. identified new customers resulting mn an increase im sales of 35% in my first
year.
Reason for leaving: It was boring,
2012-2017; Marketing Assistant. Introduced training for sales strategies and techniques for sales reps
that produced an increase in sales of over £250,000,
Reason for leaving: IHvanted more money.
2017-Present: Marketing Manager Defined the marketing strategy for my region that helped my
company becoming the market leader.
Reason for leaving: | don't like my boss.

Education: — Bourneholt University: 2006-2009

Crawdey Dale Secondary School. 2003-2005

Languages: English, Cantonese, Spanish

Skills: Proficient user of Word, Excel and PowerPoint

Hobbies: Playing the piano, cooking, eating out

References: — Derek Hansen, 59, Wnod Lane, Derby, DY77 dUT 0115496 0142
 ||rairwork |
120| From page 99 120| From page 100

StudentA: Thank
you for helping. N
5 New message
StudentB: No preblem. Job? Tac Mr Jones
ri From Jennifer Anderson
Subject Senior Administrative Assistant
StudentA: Sales Representative at Grayson
Musical Instruments. Dear
Mr Jones,
r Tha 6:
StudentB: Job description? 2. T—
+ Mire: [. UPZA

StudentA: Supporting
existing customers. a os
Finding nev customers. ¿en !
Hi Many thanks for taking the time to consider
my application.
StudentB: Experience
of those? v N
$ Jennifer Anderson
StudentA: Yes. Worked as Sales Rep for Findiay
Guitar R
b a lam very interested in the fashion industry,
so ajeb with you at Final Stitch Menswear Is
StudentB: Achievements? exactly what | am looking for.

+ b. | am also very organised - | have to be

StudentA: Increased
sales in region by 15%, because | am responsible
for ensuring that all
A employeas are avíare of any changes in policy =
and | am good at problem-solving.
StudentB: Workplace
skills the company wants? €. lam writing to apply for the role of Personnel
$ Manager
váth your company.
StudentA: Communication. d. The advertisement
says that you are looking
1 for someone with experience and who has
excellent communication skills.
€. Final Stitch is creating some of the best
+ clothes on the market at the moment and your
latest shirts and suits
are better than anything
good feedback from customers VaECOTONET EMI
in previous jobs. f. | have three years” experience
working in
J a Personnel Department. | speak with employees
every day to help them with whatever concerns
StudentB: Computer skis? or requrements they have.
+ 9. | saw this position advertised on the Job
StudentA: Word, PowerPcint
and Excel and Metci-Up website.
customer management systems. h. lam available for an interview any day except
Wednesdays.
My current notice period is one
month.
|. Please find my CV attached. )
€ — ==
_
En From page 7

Student B:

Listen to your parmner's directions and complete your

floor plan,
Then, give your partner the following directions in
this order:
1. From the lit to the office of the CEO's
personal assistant.
2, From the office of the CEO's persone! assistant to D
the Marketing Director's office.
Stockroom|
3. From the Marketing Director's office to the Marketing -
stockroom, Director
Tn From the stockroom to the CEOs office. Uft_Stalrs

21 From page 11

Student B:
í A Sharp Tack Office Supplies |
| A Sharp Tack Office Supplies Order Form
Order Number: 25483 |» UNER |
Customer Name: Wilson EVrviture ................—.—.
AN: Item Quantity | Price per unit Total
| Lu £

im |mi
| ft

mmm
Writing
pads (160 pages) packet of 10: £17.50 E
— packet of 15: £20.55 í

Subtotal:
Total:
Scissors Delivery date: 20/3/23 |
Payment date: 30 days after delivery Y

e From page 13
StudentB:

Operations Department —
b Pens 20 per packet £4.50
office supplies needed (Black,
Red or Blue) 50 per packet c9.50
Paper 500 sheets — £12.00
Paper - Packet of 500 sheets 3 per packet
Pens — Black “40
Blue 5
Red 10
Sticky tape - E rolls
|].
 BENE
ES From page 17
Student E:

Vaicemail FIN; "8745

Replaying messages: Press 5

Recording an outgoing message: Dial 555”, press Program to start recording and 2 to stop recording.

_Legging
into the company intranet: double-click on he orange envelope icon
Intranet username: JarmeR
Intranet password: Kw575d89 (change to something else when you first log in)

Ea From page 21

Student B:

E From page 27 En From page 33

Student B: Student B:

Trade option: importing tablets from China via Product:

a new sourcing company, The Opan Market —
Details: A Esdes
1. expected profit 10%
[by selling 10,000 units = £30,000)
2. manufacturer wants initial investment; of
E20,000
Market: Disadvantages:
1. Wages are low at the momant.
2, It's difficult to convince people not to buy
the welHnown brands.
Sourcing company:
Fossillle problems:
1. quarantess secure transactions
2. provides shipping arraengemants
5h ipping ng
arrangements: su
Rates: £500 per shipping of 1,000 units
Time: fast shipping — 3 days
E
EZ From page 35

Student B:

Who with?

FA From page 37

Student B:

Venue 1

Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday

1 2 3 bocked— |» 5 ó Y
8 7 10 11 booked — | 12 booked | 13 14

Facilities:
* 1 x auditerium fup to 100 peopla)
* 3 x Mmedium-sized
meeting reoms far up to 25 people
* 3 x small meeting moms tor up ta 10 pesple
* WI-FI access ín all meeting reoms
* Al rooms have got screens, projectors and laptops,
4 Ál MmeMum-sizad meating roms have got video-contarencing equipment.
* Lunch and dinner catered for [up to 150 people).
* Tea, cóofiea, soft drinks and snacks sarved,

Yenue2

September
Monday Tuesday | Wednesday | Thursday Friday Saturday Sunday
1 booked 2 bosked— |3 4 5booked— |6 z
8 9 bosked — | 10 11 booked — | 12 bocked | 13 booked | 14

Facilities:
* 1 x auditorium jup to 80 people) = Wi-Fi access in all meeting reoms
* 5 x Medium-sized meeting rooms far up to 25 people » Galeteria
for drinks and snacks
* 6 x small meeting rooms for up ta 5 people * Tea, colfes, soft dr vts and snacks served,
* Ál rmoms have got screens, projectors and laptops. * Lunch and dinner catered for (Up to 130 peoplel.
* Al meeting moms have got video-conferencing equipment.
+
FE From page 41

Student B:

Minutes of the conwention planning team meeting

Date:
Time: 05:00- 17:00
Lecarion:

Artendees; CEO, Marketing Director, Operarions Director

Apologies:
Agenda:
Find a new venue for the comvention.
Decisions: Plan presentations and demonstrations.
Prepare a budget for the convention.
Action polnts:

Task Assigned to Time frame

[A CFO (Chief Financial Officer) | By 10th July

2 Find a new venue
3. Plan presentations and demonstrations
Date of next meeting:

SLUCA
2024 Convention s
09:00-09:30
02:30-09:45 Ouenno remarks by Marketing Director
A 00x510:45 Demonstration
of SLLICAS now plastic Aumitira
CN 1045-11:15 Coffee
ano cake break
TOMASIRS
CT) 1215-1300 Presentation: The Latest Plastic Toys
7 18:00-14:00

15:30-17:00 Closing session: The Fulure of last ;

- From page 43, Exercise 5

Student E:

Meeting =“h-MrJohnson Compusenve: CANCELLED

Feedback meeting

Lo
 From page 43, Exercise 7
Student B:
6 - -
Date and time: Action points:
12th June, 2023, 9.30 am 1. Task: Prepare budget: — e Assigned to: Ruby Howson
Location: .....———. e Time frame: ......—.—————————
Present:
> ANOETA : e Assigned to: Malik Sheraz
Judy Morrow (Marketing and Sales) € TI VTEN ce “
Maik Sheraz (Human Resources) :
Ruby H (Financial Director's
PA) 3. Task: Product exhibition: — e Assigned
lo: .. (Marketing)
Apologies: e Time frame: 22nd June
Carl Redbum (Production) 4, Task: Plan four workshops: e Assigned to: Dave Woofich (Marketing)
e Time frame: ..............—.—————..—. a
Nu Z

110] From page 51

Student B:
JENSON HOTEL Low Season
—Halfboard
Pull board
Executive Suite" — single occupaney — €El40 €170
Executive Suíte* — double occupaney — €200 €230
Luxury Suite" — single occupaney €210 €210
Luxury Suite** — double occupaney —— €290 €310
*Available with sea view for extra €40 per night **Available with sea view for extra EGO per night
Chechcán:
from 14:00 Cheel-wut:
by 11:00
Reservations ar Hotel Restaurant should be made ín advance.
Set menu three-course dinner (vegetarian option available): €60 per person.
Possibility for late check-out during low season for extra charge: €20 per room.
Hotel transport service to / from airport: €30 per person for 0ac way.

JENSON HOTEL
Reservations Form
GUEST
Name: EF
Address: F
Country: E

RESERVATION
Arrival Date: FP Departure Date: 7
No.of Nights: No. of Adults: Pr
No.of Children (under 12 years): FP"
ROOM TYPE
E Executive Suite EF Luxury Suite E Single Occupancy F* Double Occupancy
MEAL PLAN
E Half board E Full board
Special Requests:
E From page 55 12| From page 61

Student B: Student B:

Company policy for leave: TECHNO TOYS

Less than one week — manager's discretion c laint Form

ito Re dios Customer's name: .......—.————————

Two weeks of leave - one month's notice C ny name:

py 9" K Complaint received by:

John — two weeks' patemity leave from end af e -
this week NUMDEN: -
Susan - one weeks leave from end of next week Product under warranty:
[] Yes — []No
Upcoming work: Description ot complaint:
Warehouse inventory in two weeks" time | |
Shipment to China to prepare remeranentecccarec0narearenreanaeraórennareenarreseeneeeeoeeraroenesanmeneneas
Solutions:
[] correct the invoice and credit the customer
[] offer a discount for he next order
E From page 57
C replace the Item/s
Student B: [-] collect
the item/s for repair
[offer compensation
MY PARTNER'S REGULATIONS
Paid annual leave:
offer a refund
[other
Unpaid leave:

Carry over annual leave from one year to the

next: |
Number of days: ..
Notice if you want to take two weeks' leave:
e From page 63, Exercise 4
Security procedures:
StudentB:
MY WORK REGULATIONS Ask about:
Paid annual leave: 25 days * how to enter the building
Unpaid leave: 7 days * what to do If you lose or forget your card
Carry over annual leave from one year to the * what security
there is
next:[7] * annual leave
Number of days: N/A e sick icavo
Notice if you want to take two weeks' leave:
one month
Security procedures: fingerorint scanner;
no personal belongings in the cffice overnight wal From page 63, Exercise 6
Student B:

“e Customers are often rude.

* | have alot of customers to talk to, so 1 can't
spend a long time on the phone.
* The phone system is too complicated,
so it's
easy to transfer a call to the wrong person.
Le Pairwork

BE From page 65 a From page 67

Student B: Student B:

1. How often do you drink fizzy drinks? Feelgood

E every day Health Club
2-3 times a week [once a week [never
4-5 times a week [less than once a vweek FACILITIES:
* treadmills for walking and running
2. What type of fizzy drinks do you prefer?
* exercise machines with welghts
E cola energy drink
* exercise bikes
E lemon [no preference
* indoor swimming pool
Eorange CANE
* outdoor swimming pool
E lemon €: lime * sauna

3. Do you have a favourite fizzy drink?

CLASSES:

Eno * aerobics, Zumba, yoga, Pilates, spinning,

swimming and water aerobics
4. What factors are important to you vwhen * Classes are held early in the morning and in
choosing a fizzy drink? the evenings.
Eosize EJ packaging E price * The health club specialises in swimming
lessons for adults.
El number of calories E brand

5. How much would you pay for a single can PRICE:

of fizzy drink? £50 a month
Dupto€1.00 Dei.51-€2.00 Special offer valid till the end of the
Ce1.01-€1.50 more than €2.00 month:
* Get 12 months for the price of 10,
6. Are you loyal to certain food brands? * In addition, three FREE lessons with a
Eyes personal trainer if you sign up this week.
Eno

7. Age: ....—.

8. E male [female

9. Employment:
Estudent E full-time job
Epart-time job — []unemployed

E
———
 NET
14 | From page 71 From page 73, Exercise 4
Student B: Student B:

Britannia Racing Engineering Ltd 'On the companys balance sheet, the Eabilties are
5d Portland Place high and assets are low [ = denger it can't pay its
London W1B 1AU debts).
There is alot of inventona [ = Icw demand?)
Balance Sheet
31st December, 2023 There is a peor cash flow. [ = customers sicw to
pay involces? low demand? prices too kw?)
All figures in pounds sterlimg fihousands).

Current assets
Cash fe cash equivalents 45 From page 73, Exercise 6
Accounts receivable
Student B:
Inventory
Total current assets 338
Telephone survey
Non-current assets Pros: more personal than e-mail surveys, cav
Property and equipment 37 ajve explavations
¡F interviewee doeswt
Total assets | 375 vuviderstand sometinivo
Liabilities Covs: calls way be mavswered, people might.
Current labilities be cautioys alout ansulering questiens,
Accounts payable 20 | takes
alot of time
Accrued expenses de
Total current labilites E6 E-marl aña online sirvegs
Non-current liabilities " Pros: cheap, can reach e lotof people, quiek
Long-term deb Cons: often ignored, end
up in spam, need
to give
Total liabilities — 156 a prize to get pecple fo fill hem in, people
gefannoyed with companies hat contact
Share capital them too frequently
Retained earnings 100
Total equity 219 Personal intervicus al Le]
Pros: can get a lot of detailco information
CONS: experntive, Can take a lot of fime

Britannia Racing Engineering Ltd Street survey

54 Poriland Place Prds: cheaper than persinal inferviens ama
Londce VWIB 16
focus groups
Summary of Cons: pedple often reluctant de stop and be
Cash Flow Statement questimed, difficult t0 target a specific
31st December, 2023
Jróup
AB figures in pounads sterlimo (ihouzands)

Net decrease in cash |

Cash balance on ist January, 2023 145
Cash balance on 31st December, 2073
|| pairwork
BEN From page el
StudentB:

/ Can supply: coffee tables, dining tables, chairs, —

armchairs and sofas (plan to expand
types of furniture
in future)

Quality: - very¿Sem
L tic p and mat materials Name: —Sane Mercer
Telephone: 990 232
030697
Free sample: can provide two or three free samples
of fumiture (to be retumed on request) Address: 14 Cloverford Avenue, Southampton
Delivery time: within 60 days E-mail: sammercSuk
neet
Payment terms: vía escrow service. No advance !
payment necessary. Payment Education:
within 30 days of receipt. Y] secondary school [] university 7] vocational
Retums policy: within one week of receipt 7 Skills:
lts:
Computer skills: Word, Excel, PowerPoint
Languages:

English (native), French6 German (advances

8 From page 83 coma pm
Work experience:

—— Head of Sales in Western Europe for Potter

Cosmetics - 3 years
e covers: injury to members of the public E
pei = : (Reason for leaving: company closed)
£110,000 legal fees
e policy cost: £220 per year Marketing Rep — 3 years,
* legal requirement: no Thomson Medical Equipment
su. (Reasonfor leaving: wanted new challenge)
e amount -compensation and legal fees? Personality:
* cost of policy? , ambizions, motivates others, works well
am il ina zcam, responsible
and organised
x +

18 | From page 91 Job Information

Student B: Hours:
Problems: NN Starting salary:
There aren't many tourists this season because the Holiday leave: |
weather is very bad. Notice period: |
Perks: |
Possible solutions:
* Adding meat dishes to the menu — reinventing the
business by making it a fish and meat restaurant
chain.
* Offering special deals for families and big groups
and focusing the special deals on the new meat
dishes.

N
E Writing Guide

Contents
E Writing Guide

o ES e-mail introducing yourself

You should only use Dear in more formal

contexts, for example, when you don't
know the person you are writing to. With ! -
co-workers, it's fine to use Hallo or Hi. ————
Hello everyone,
— My nameis Roger Morton, and | am the new Director
Introduce yourself and say what your nev |
role is.
> — I'm from Lincoln and my previous job weas Director
of Human Resources at Young's Department Store.
Give some information about yourself and | managed the HR Department there for six years.
your previous job. - "'m very excited about moving to York and coming to
—., Work at Millhouse.
End with a friendly comment. Verna cier nd dui
—- ;
Close this type of friendly e-mail with ———
Best wishes,
Best wishes, Best regards cr AN the best. Roger

Useful
Language y — tl

We often end e-mails with / /o0k

fonvara to .... The fo hereis
a preposition which is followed
by a noun: / look forwardto
the conference in Barcelona,
or a verb + -ing: ! look forward to
meeting you in September.
 | | Writing Guide

o An e-mail giving instructions

It's polita to start an

e-mail viith a friendly + How was your trip to Frankfurt? | heard you needed
question. some help with the new voicemail system. Dorrt
——]]—= worry,
it's really easy.

- Oscarin IT has sent you your PIN. To log on to your

FE. phone, you need to enter it and then dial 4101 to
Use diferent go to the main voicemail
menu. If you want to listan
sentence structures N to your messages, press 1. If you want to hear the
message again straight away, enter 2. You dial 3 if you
—- want to delete the message or 4 if you want to save it.
In order to record a new outgoing message, enter
your PIN and then press *. Then just follow the
instructions.
Offer more help. ——-— If you have any questions, let me know, or you can
———————— ask Liam — he's very helpful,
Best wishes,
Olivia

We often use conditional sentences with the

imperative to give an instruction.
If you want to delete the message, press 5.
(conditional with present tense) (I;_mperative)
Enter your PÍN if you want to access your
messages.
(imperative) ¿conditional with present tense)
OF e-mail explaining tasks

Explain why you need the
person to do the tasks.
| Be polite, even to a colleague.
vo
O resto |
SUBJECE: Tomorrow tes ;
| Hi Henry,
——— As you know, Il be attending a meeting all day tomorrow.
hope you're not too busy because I've got a few tasks
| | need you to do.
o Please can you check the office supplies in the storeroom
and order anything we need? | wanted to do that today,
but | just didn't have time,
There's a box with 30 brochures on my desk. Can you
take it down to the mailroom and ask for it to be sent to
our branch in Nevicastie, please?

1 also need you to take my laptop downstsirs to the IT

Let a coleague know when
you're available, if he / she
needs help.
— —
department because I'd like a technician to install some
new software. I've already written to Lily Taylor, so she
knows what | need,
1 UN Mil check my e-mails on my phone during the breaks
T » tomorrow, so let me know if you have any questions,
—, Thanks,

Always say thank you vínen you

| ask someone for something. Penelope

When you're asking someone to do something for

you, Its importantto be polite. Try not to use direct
imperatives:
Take my laptop to the IT department. - This sounds
too direct.
Please can you take my laptop to the IT
department? — Using Please and making it a
question with Can you ...? or Would you mind ...?
makes
it more polite.
 19 Writing Guíde

9 An e-mail giving information about a meeting

From: James Clarke

Subject invtation to montrly departmental meeting

—— Organiser:
James Clarke
Date:
6 March
Start time: 09:30 End time: 13:30
Location: Room 215 (2nd floor conference mom)
. Title: Monthly departmental
meeting

l o! M
Give
a short
summary
of the >
main items cn ul
Include the agenda with the agenda. ul
the times and items,I Agenda
Itis a long agenda, usa 09:30-10:30: Chloe Bell: handling mail O
a separate attached 10:30-11:30: Ron Hudson: processing invoices
document.
11:30-12:00 Refreshments fthe usual: tea, coffee,
biscults and fruit)
12:00-13:30: AOB
If you would like to add anything to the agenda,
please let me know by Wednesday, 4 March.
Looking forward to seeing you all there.
James

We use the Future Simple to

talk about different
events on
a planned schedule.
Sam will tell us about the
new procedures.
We will breakat 11.30.
| | Writing Guide

S An e-mail informing staff about an exhibition

0 AISuff
From: Alexander HiN
SUbpcr- Glee! Movement — uacoming exvbiton
Hi everyone,
—— You are all invited to this year's Global Movement conference.
Come and participate in this three-day exhibition, which | Give basic
focuses on global marketing and sales. The exhibition will take — information: dates
place at the Princess Hotel in Brighton from Wednesday 5th and location.
May to Friday 7th May this year.
7 The exhibition attracts marketing experts and sellers from all
around the world. It will be of special interest to our marketing
department and sales representatives. It will feature several
—| very interesting presentations by e-commerce specialists. It
offers professionals the opportunity to meet and talk to experts
in the field of global marketing and sales and to successful
r e-commerce businesspeople.
— MW youre interested in attending, contact Grace Harris in
1 Marketing and she will deal with your registration and travel
+ arrangements.
Looking forward to an interesting few days in Brighton.
Best regards,
Alexander Kill
Director of Marketing

In a less formal invitation to an event,

you can use the imperative.
Come and joín us at our stand,
Contact Sarah for more information.
 _ [Wsiting Guide |
2) e An e-mail of complaint

Subpc Pedestals — order number 009245

Dear Ms Wood,
Start by explaining why Lam writing with regard to the four pedestals ve
_ you are writing. purchased recently from your company. | wishto
complain about some damage and faulty parts. The
order number is 009245. We bought the pedestals
from your online store two weeks ago.
| Unfortunately,
all the pedestals arrived two days later
[ than expected and they had some damage when
Describe the problemís) they arrived. Furthermore, the locks were broken in
you had váth the order. two of the pedestals, so we could not open them.
In addition, some handles were missing from the
—, other two.
—1* Please send us four replacement pedestals
immediately. This has caused us great inconvenience
Say what action you because our new employees have nowhere to store
want them to take — | their personal belongings. | understand that in all
and/er offer the years we have been buying office supplies from
compensation, your shop, we have never had problems, but this is
not the service we expect from you. 1 feel that you
—. Should offer
us some form of compensation.
Please look into the matter as soon as possible.
Hook forward to hearing from you.
Emily Davies
Senior Administrative Assistant

In a letter of complaint,you
must be polite but firm. Explain
clearty what the problem is and
say what you want the person
to do.
 Writing Guide

L) A summary of the results of market research

Summary of market research results

Introduction
[== Ola. es — During the month of June, we conducted some market
Start by describing research using short questionnaires over the phone ané
when you through sacial media. 53% of the respondents were male and
conducted the —| | 47% were female. Over one-third (37%) of our respondents --
survey and what were students, 28% were in part-time employment, 19%
method you used. - were in full-time employment and 16% were unemployed.
Consumption of fizzy drinks
| + Most people answered that they never drink fizzy drinks
(55%), and another 11% say they drink fizzy drinks less than
once a week. Of those people who drink fizzy drinks more
often, 14% drink them once a week, 10% drink them two or
three times a week, 6% drink them four or five times a week
| and 4% drink them every day. Most people prefer cola órinks
(60%). The second most popular type of drink is energy
drinks (15%) ané then some people prefer orange (8%),
teman (6%) and lemon and lime (3%); a% prefer other types
+ of fizzy drinks.

Factors in purchasing fizzy drinks

For 68% of the people, the brand is the most important
factor in choosing the drink. Then the price is next at 17%,
the size at 7%, the calories at 5% and the packaging at 3%.
Our research also shows that people are very loyal to their
brand. Ninety per cent of the people in cur study say they
always buy the same brand,

Conclusions
“ ltis clear that people want to buy the same brand. As you
can see, there is a large market for alternatives to cola
drinks. We think that in the light of these results, we should
focuson putting a competitive price on our products and
conducting more research about the size anú packaging.
Finally, the results suggest that we should also provide
—| information about the calories in our drinks,

A report should always have a title, and

headings before each paragraph. Make
sure the headings
are short.
 É Writing Guide

2) An e-mail to a business partner

Te Dan White
hom: _Cinía Anderson
Subjec: Lettset upa website!
Hi Dan,
I've been thinking about the next steps for our shop.
+

IF we want our business to grow, we need to start selling -

our products online. It's not as difficult as you think.
For the website, we need to look into e-commerce
platforms. They're really easy to use - we choose a
domain name, and they have different templates for the
design. 1 think we can get a basic package which includes
unlimited bandwidth and a shopping cart feature with
secure payment.
ep ' — When it comes to the suppliers, we should definitely
topic. hire an escrow service that will deal with paymentsto
suppliers. They also know the local market and can
negotiate prices and deal with any problems.
When we get the website set up, we need to look sfter it.
We want customers to keep coming back to the site, so
we should update with fresh content regularly. We can
think of creative promotions and set up a mailing list so
fs a | that
we can e-mail our promotions
to our customers. We
Finish by asking your also need to think about advertising on social media.
business partnerto — . .
tel you what he / she | + Let me know what you think of these ideas.
thinks of your ideas. All the best,

Olivia

In an e-mail proposing or suggesting

different ideas, use different structures to
make your suggestions, so it's not likea list!
E Writing Guide

9 A review of an event

Teambuilding days can be fun!

Give a general
introduction and say why
you did the activity.
Posted by Adam Roberts, 21 June
1 went on a teambuilding day last week with my team. Our manager
thought it would be a good idea to help us work better together
before the next sales campaign.
First, we did a treasure hunt. We had to work together in order to
solve clues to find the next clue. The treasure was something that
helped us in the next activity, which was an escape room. Our
team escaped first because we had found a very useful object in
the treasure hunt. | enjoyed it when we did the bushcraft activity
because | love camping. We learned how to light a fire using some
simple wooden tools and how to work together to build a shelter.
1 thought that the whole day was a good idea because it really made
us work together. It was also great to get out of the office and see
my colleagues in a different place. | have to say | didrr't like it when
we had to compete against other teams, because some people
became very competitive and got angry when they lost.
1 think that the teembuilding activity will help
us to work better
together, because the different activities and games brought us
closer. Who else is looking forward to the next sales campaign?

In a review, first give the basic

information about what you did
(or watched or ate, etc.), then
give your opinion. Point out both
negative and positive things.

(7) A cover letter for a CV
Say why you're writing and where you
saw the advertisement.
Show that you know about the
company and what it does.
—”
Explain how your skills and experience
match what it wants.
——
Say when you can be interviewed.
Do some research into the company
that you're applying to and include it
in the cover letter to show that you
know about its activities.
|[wniting
cuide |
Hom Paula
SUBecE Custo mer Service Manager
Dear Mr Moore,
lam writing to apply for the role of Customer Service
,
Manager as advertised on the Jobs4A// vebsite. Please find
my CV attached.
| am especially interested in musical instruments, as | am a
keen musician myself. The opportunity to work with Gibbor's
Musical Instruments Company, one of the best instrument
manufacturers in the industry, is one that | would be very
—- excited about. Your electric and bass guitars are top-quality
and | know you're planning to expand your business into
other countries.
Thejob description says that the role involves managing Z
ul
a team of customer service reps, handling more complex
customer issues and developing customer reward schemes. ú
| have a proven track record of leadership skills and |
_f
ar
manage a team of reps in my current role. | have excellent
communication skills and enjoy dealing with customer
problems and attending to their needs. My current position
also involves developing different ideas to gain customer
loyalty.
I'm available for an interview at any time that suits you —
either at your offices or over a video call, My current notice
period is one month.
Many thanks for taking the time to consider my application.
Yours sincerely,
Paula Jones
Useful
| Vocabulary Builder
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aa
AM - MOTO UNT
POSITIONS
Accounts Assistant
Chief Executive Officer (CEO)
Financial Director
Financial Supervisor
Head of 1T
Human Resources (HR) Director
Marketing Director
Operations Director
5 Personnel Manager
Production Team Leader
Sales Representative (Rep)
Senior Administrative Assistant...
Senior Manager
rnanananaanannnnós staft rasnnnannnnon anna

ACTIONS
attend a meeting PEEL EA hire a new employee
be n charge cta TEA make new plans PENN ES
department pay an invoice aa
describe a problem reply to an e-mail
develop a product —— ruuumren msn sell a product PENN RNA
 Nu Vocabulary Builder

EA Vocabulary Builder

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PO CA + BACK
TO UNIT
(2) OFFICE ROUTINES
answer incoming calis NERAL ETA recene visitors
conduct desk research schedule a meating
data entry screen a call
deliver a message send e-mails
distribute the Incoming mai spreadehests
file documents take minutes
keep a log type agendas
keep track of update the mailing Est
order office supplies word processing
prepare a presentalion

DTU BACKTO UNIT

(z) OFFICE SUPPLIES PHRASES
abox of arolof
a packet of a sheet of
a palrof

[z) OFFICE EQUIPMENT

desktop — —— pedestal
computer pen drive

AXVINETIOA
Tiling cabinel Sian a ohotocapier

COD = projector

(m) PURCHASING OFFICE EQUIPMENT

charge (4)... price per unit

207109
delivery quality
discount equearitity E
involoe run law en
payment
11] Vocabulary Builder

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>beforepage14 CMT NT
o USING VOICEMAIL
contact someone —— E PO aan
contacts (n) press
delate recamer
dial a phone number replay
enter reracord
fast lonwared retrieva
headset reviena [v
incoming messages rewinc
location save
loudspeaker o , set to silent
autgoing message : a volume

>before
page 16
GQ usina THE INTRANET
Background — meme eme ne icon
italics
kg in
log cui
lower-case letters
paragraph
password
paste
post tv)
re
strikethrough
undarime
upper-case lattors

online account =
ring (4 —
star
SUBIghtaway ——— nmeme—————o—
lag
training session
 Vocabulary Builder

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TTBACKTO UNIT)

bubble wrap mark (y)

courier measure
form paperwork
tragile parcel
good condition nee pick up (y) DEE ES
goods > shipment A Le
handie with care nene signature SODA
ADE ENEE
height A special nstructions
inspact — this way up
ESCENA track
update (n)
wayol
vid"h
wrap (y)

reno EE pile
Mel Deasiml: dai pound
ce 1
[1-7 a road
metric mum street
online Sn, tray
ounce rm vebsite
 E 3 Juilde

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>berorepage2s CTE
(Q RECENING CALLS
ask for permission NEAR EA EA ñ Ine is busy ¡A
aveid outofiheoffice |
call someone back plémant: ei
create a positive impression prolessionally
didn't quite catch that put someone on hold
extension put someone through
triendly tone a retum a cal
grest PAPER ring (n)
hang up ms... speak cleary — o nennneemee—
introduce ani z transter calls [ERAN
leave a message ERRE urgent

> betre page 30

FOLLOWING UP ON MESSAGES
as soon as possible let me know
comments _— miss a call
critical no reply
currently on another line
discuss order (n)
essential out of town
get back to someone priority
get cut off reach (someone)
BOO A regueg: — a
handle (v) speciy
interrupt unavalable

[2] Extra

equipment reason o TR smile

etiquette o request —....... ea -— <<
ML E rude a o voice a
" _

wa Vocabulary Builder
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 Vocabulary Builder

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TM BACKTOUNITJ
(2) PLANNING MEETINGS
annual A hand out A Li
monthiy
opening remarks
orientation meeting
product ne
briefng mesting
chant
closing session
conference call
customer
dañy
demonstration

> before page 40 CET ENT

[2] TAKING MINUTES
ación PONE — sucia objection
analyse ——— objective
apologies PLEMEE
MS ESTRA 7 prepared
[.. present (adi)
attract pros and cons
clarity raise (a topic)
expansion PREM EE selection ,
focus (v) TEEN take notes iia
issue Coni task AA
key decision time frame
major premios training

overrun
region
report a
run something by
someone
upcoming
EN Vocabulary Builder
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 | Vocabulary Builder

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G marina TRAVEL ARRANGEMENTS

arrival
boarding pass
cancelles
checkin y
check-in desk
confirmation e-mail
delayed
departure
direct Might
driving licence

[2] BOOKING HOTELS 4 RESTAURANTS

 y D

11] Vocabulary Builder

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annual leave ji overtime

approve part-time
attend to patemity leave
busy period refuse
card readar regulations
carry over - reject
clock in A restrict
clock out a rc salary
consecutive days sick leave
co-worker sick note
entitled to v— - submit a request
ful-time [TIREN ETE en SWipe your card eri...
give one month's take time of
notice unpaid leave
iresponsible vital ua

accompany premises oops

alarm system protect denia
ale y question PEIRANO
anti-virus safety POTENTE
break-in (n) security camera PA E RETINA
firewall security guard Si
hacking software PEER EEE
install surveilance system — .........._...—.———.—..—
key >... ETS USRENTESTEE
lighting unattended TIREN
lock untamiliar PTE RN ESA
monitor (Y) valuables PONERTE
personal belongings virus PENE
 Vocabulary Builder

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. t reat
> before page 60 BACK TO UNIT
(2) HANDLING COMPLAINTS
at our expense TOTES TR inconvenience
be nm touch CONTE ETT = insist on
be supposed to PONENTE is missing a part
compensation fla E is tom
consequences AREA ist fresh
credit your account make a claim
defect make a nose
disappointad overcharge
due pricing
expectations repair
fall to mest satisfactory — nunc
Taulty part taste bad
has got a hole in it undar warranty

ability moreover
curtains reminder
drop (v sincerely
follow up ty) smeil (v)
furthermore uncomfortable
gift unfortunatety
in addition value (v)
Lvocabulary Builder |
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> before page ss CTE

profitable

sharenolder

waste (lime) — .......———————. X

|+. E
liabilities
merchandise
net worth _
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(2) BANKING
arrangement fee lend [EPA INR
borrow line of credit PATO NU ENANA
branch DEOE ——mus
colateral payment holiday EEN ENANOTERA
credit limit personal guarantee —— ...........—.nmm2em—m———
credit rating projection Ea EE
current account secured or
deny standing order ACUNENTN TU:
fund tems COpre A
go overdrawn Wihdraw aan nn

>betoropage7s GET
Q insurance
courtesy ability PEREA,
despite regigence e
employer's no-ciaims discount NOSE
llability insurance poliícyholder —rinamineeeneee
e-risk insurance premium "
fine (v) professional indemnity insurance — .....—...—....———.———
fire insurance public abisty insurance EE
identity fraud sued CREE
in mind sufter Ai
insurance policy third party a
legal fees vehicle insurance MN,
legally obliged
 Vocabulary Builder

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(2) GLOBAL E-COMMERCE

 L a J

FA Vocabulary Builder
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 Vocabulary Builder

Vocabulary Builder
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>beforopagess CTN
 v IL

EE Vocabulary Builder
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(QAPPLYING FOR A JOB

 Vocabulary Builder

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Model CV

CURRICULUM VITAE

Personal details:
Name: James O'Brian
Address: 59 Acacia Avenue, Nottingham NH56 3HT
Telephone number: 0115 496 06887
E-mail address: |.o.branfgeemail.nett

Personal statement: Experienced senior administrative assistant. Highly organised and capable of
multitasking.

Work experience:
2017-2023: Senior Administrative Assistant. Reduced the company's business travel expenses by 25%
by negotiating deals with hotels and airlines. Cut response times to customer queries from
an average of 2.5 days to an average of 1 day.
Reason for leaving: Looking for better leadership.
2012-2017: Administrative Assistant. Introduced procedures that meant the office no longer ran out of
stationery and reduced equipment breakdewns by 75%.
Reason for leaving: Better salary.
2010-2012: Junior Administrative Assistant. Contributed to the smooth running of the office by
quickly learning the procedures and providing fast and effective support to the senior
administrative assistant.
Reason for leaving: More responsibility,

Education: Brightingale University: 2006-2009

Collingdale Secondary School: 2003-2005

Languages: English, French, Spanish

Skills: Proficient user of Word, Excel and PowerPoint

Burlington Professional Modules

BUSINESS
ADMINISTRATION
8 FINANCE SECOÓN |
TION
STUDENT'S BOOK LE
by David Walker, Juan Manuel Rubio Santana and Robert Duncan
Burlington Books
PO. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of the Burlington Group.

ACKNOWLEDGEMENTS:

Images
Shamterstock, Inc.

Reviewers
Laura Arrondo Catalán. CPIFP Corona de Amigón, Zaragoza; Juan-Tomás Linares Hernández, CIFP Santa Catalina, Amnéa
de Duero (Burgos): Rosa Borrell Feliu, Institur Guindavols, Licida; Jose Antonio Lago Martínez- Tudela, IES Vallecas-Magerít,
Madrid: Alicia Miñano Molina. IES Alcúdia, les Balears

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ISBN 978-9925-35-128-1
Copynght 1 2023 Burlington Books