STUDENT 'S BOOK

lncludes:
• Writing Guide
• Vocabulary Builder
 =====:■
■ ■
Office Orientation Taking Leave and Clocking In

■ 11
Finding Your Way Security in the Workplace
=====:

11 Office Routines

Purchasing Office Equipment

■
■ m Customer Service

Handling Complaints
====: 11
-■
Review 1
■
Review 6

~ . ■
■
Using Voicemail

Using the Intranet

-■
■ m Market Research

■
Marketing Strategies

11 Handling Mail

Using a Courier Service

■
11 111
Cash Flow

Accounting =~-■
Review 2
■ Review 7
■
11
Shipping -- ■

Import and Export

=====: 11 m Banking

Insurance
-- ■

====: ■
11
Receiving Calls

Fo!Jowing Up on Messages

Review 3
11
11
■
m Review 8
Global E-commerce

Dealing with Suppliers

11
==:::::

-■
11

■ ■ ■
Scheduling Meetings Teambuilding

11 •
Booking Offsite Events
11 Teamwork
=====: 11
11 Planning Meetings

Taking Minutes

Review 4
=="! ■

■
m Review 9
Leadership Skills

Strategy Planning
====:-:: ■ ■
11
■ -■
11 11
Organising Exhibitions Applying for a Job

Attending Business Events lnterviewing

= ·
====:;·
■ fl
Making Travel Arrangements Preparing a CV

Booking Hotels & Restaurants Writing a CV

~~~~•
Review 5 Review 10
11
Pairwork Appendix

Writing Guide

Vocabulary Builder
=~· m
======:;a
 f)í tting Started: Vocabulary (paga 140) )

◄>) 01 Read the e-man. Complete the chart.

To Ms Morgan
Fr001 EIII! Clarti:
Sub,ect Welcome to Top•Spon

Dear Ms Morgan,
Welcome to Top-Sport. lt's great to have you on board. l'd like to describe the structure
of the company to you. Mr Bruce Larson is the CEO. The company has got tour
departments: Marketing, Finance, Operations and Human Resources. Each department
is h eaded by a director who is in charge of the staff under hi m or her. Ms Lucy Grant
is our Marketing Director. She has got tour marketing managers under her. They are
in c harge of the sales teams. The Financia! Director is Mr Edward Brown. He heads a
team of fi nancia! supervisors. Each supervisor has got an accounts assistant. Mr Gerald
Trent is our Operations Director. The Operations Department has gota number of
production teams headed by team leaders. They plan and develop our various
products. Our Human Resources
Director is Ms Sally Burnes. Under rl$hfülj@j,111jd.í3i,,
her is the Personnel Manager, who
has got a group of assistants.
Attached is a diagram of the
company organisation. 1hope it
will make things clear.
Good luck in your new íob!
Eve Clark
Senior Administrative A ssistant
Human Resources Human Resources
ASSISIOnlS

0 3◄>) 02 Put the words in the correct order to

forrn sentences from the dialogue. Then listen
Think of a company that you like. Go online and to the dialogue again and check your a nswers.
find out who the CEO is. Can you find what other
jobs he / she had before becoming a CEO? 1. everyone / where / you / in / tell / o/fice / l '11 / sits / the
··········- ·..········ ····----····..·- ·········- ·············..·-··········-················-
48 2 '41) 02 The Senior Administrative Assistant,
Eve Clark, is speaking to a new Junior
2. department / ftoor / on / The / is / the / Human
Resources / first
Administrative Assistant, Lisa Webb. Listen to - - - -..............- .............................- ...................................................
the dialogue and complete the sentences. 3. him / new / assisting / be / in / You / your / will / role
1 . The Human Resources Department is on the
.... _....................................... floor
4. us /is / floor / same / Marketing / on / the / as
2. Jamie O'Donnell is the ............................................. .
3. Human Resources is on the same floor as
5. do/ senior management / the / Where / sil
4. The Operations Department has the whole of the
............................................. floor 6. CEO, / room 301 / Bruce Larson, / the / is / in
5. The Finance Department and senior management ··········- ····························-- ····- ·······················- - -··········-···············-·-
are all on the ..........................._ ............... floor.
6. The CEO's personal assistant is in room

DO Ch::,: :~:~ :~e~ (CEO)• Managiog Dkecto,

Work in pairs. Use the•phrases from Exercise 3 to
write a dialogue similar to the one in Exercise 2.
Practise your new dialogue.
 W orking with Vocabulary 06 Write the correct word in each pair to form
a phrase.
( IC/ IS ) VOCABULARY PRESENTATION 1. get • sell

04 Match A to B to make sentences.

a ..................- ......................... a product
b ..................- ......................... a job
A
2. hire • make
1. Toe Financial Director
a. .................- ......................... new plans
2. Toe Marketing Director
b ......................................- ..... a new employee
3. Toe Chief Executive Officer (CEO)
3. explain • show
4. Toe Operations Director
a ..................- ................- ...... how to use a machina
5. A Senior Administrative Assistant
b. - - -...- ..........- ...- someone around the office
6. Toe Human Resources {HR) Director
4. attend • describe
7. A Sales Representativa (Rep)
a . .................- ......................... a problem
8. Toe Head of IT
b . .................- ...............- ...... a meeting
9. Toe staff
5. develop • reply to
B
a .................- .................- ...- a product
...... a. are ali the workers of a company.
b ..................- ........................ an e-mail
...... b. plans how to sell a product.
6. be in charge of • pay
...... c. manages the company's money.
a . .................- ................- ...... a department
...... d. travels to different places to sen products.
b .................. _........................ an invoice
...... e. finds and trains new employees.
...... t. makes sure that the company processes are
efficient.
4D7◄>)oo The Marketing Director is introducing
a new marketing manager to the staff in the
...... g. is 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) .

...... i. looks after the company's computer systems. 1. Jen Baker 4. Ciare Jackson
2. Ed Harris 5. Toe sales team
3. Mark Hall
Look at the jobs in Exercise 4. " -
...... a. meets customers out of the office.
Think of a reason why each job
is importan! to a company. •.... b . is in charge of market research.
...... c. is in charge of customer relations.

O5 Write the correct job title next to the sentence

that person might say.
...... d. assists Catherine Smith, the Marketing
Director.

Accounts Assistant • Financia! Supervisor ...... e. is in charge of producing promotional material.

Personnel Manager • Production Team Leader
Senior Manager
1. "l've made a list of five candidates who look Work in pairs.
suitable for the job. • ......................................................_...... Student A: You are a new employee al Top ..Sport.
2. "We have to check that all the machinery is Student B: You are an administrativa assistant there.
working correctly." ............................................................... Write a dialogue in whic·h Student A asks questions
3. "I need to finish this bud,get statement for the to find out about the structure of the company and
board meeting this afterrnoon.• Student B provides the answers. Use the chart in
····-····-····..····-····-···..··--- Exercise 1 on page 4.
4. "Mr Jenkins has asked me to help him
with the invoices." ·-·······.......... _...................... _..............
5. "l'm busy preparing a prescntation on
strategy for my department for the next
three years. • ..........................._ ......................_......
0 (> Getting Started: Vocabu/ary (page @ O 2 ◄>) os Two visitors (A and D) at a company are
assisted by employees (B and C). Listen to the
◄>) 04 Read the two e-malls. Then complete the dialogues and circle the correct answer.
floor plan with the information (a-g). 1. A: E cuse me l've got an appoin ment
w th Mr Chandler at Cosm1c Electron1x.
To: MrRogers
8: He's in room 1 411 / 1411 . Take the lift to the
From: KellySanders 2
· fourth / fourteenth floor. When you come out
Subjeet; Your lnt8MIIW
of the lift, turn right and then left. His room is a.t
Dear Mr Rogers, the end of the corridor.
Your interview next week is with the Marl<eting Director. A: A, Id W 1ere·s the lift?
His office is on the second noor, room 204. I1's the last 8: lt's over there. opposite the stairs.
room on the right.
A: One more 3 thing / question. How do I get to
When you come out of the lift, you will be in front of the to1Iet.,?
room 201. Turn right. Then, turn left and walk down the
8 : There are toilets here in the lobby, next to the lift.
corridor past the conference room on your right and the
toilets on your left. A: Thanks for your help
1 sit in room 203, which is opposite room 204. Please 8: You're welco rie.
come to see me first. There are sorne forms you have 2. C: Good morn ng, Mrs Landy. Welcome to Cosmic
to fill in before the interview. Electronix. l'm Amy Adams. a production team
1 look forward to meeting you. •·member I leader.
Yours sincerely, D: N1ce to meet you. Amy. Your offices are
Kelly Sanders lovely
Marketing Department C: Thank you. Woutd ¡ou hke something to drink
before your meeting with 6· Mr Car/y/e I
To: MsGleas()(l Mrs Car/y/e?
From: Usa Jones D: No, l've just had a coffee, thanks.
Subjeet; Your lntervíew
C: Then 111 show you a, ound our offices and
Dear Ms Gleason, Introduce you to everyone.
Your interview next Tuesday is with the Human Resources D: That would be 6 nice I /ove/y.
Director. Her office is on the second noor, room 202. C: The Operations Department Is on the top
When you come out of the lift, turn left. Then, turn right. floor, so we'II take the lift.
Room 202 is the second room on your left, just alter the
kitchen. lf you're early, go to the cafeteria next to her 3 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, ...... 1. Mr Chandler's oífice is on lhe fourth floor,
LisaJones next to the hit.
Human Resources ...... 2. The only way to gel to the other floors of the
building is in the lift.
_.... 3. There are toilets on the ground noor.
Secondl F.loo~
...... 4. Mrs Landy likes the offices.
1. 2. 3. ...... 5. Mrs Landy wants a cup of coffee before
the meeting .
...... 6. Amy is taking Mrs Landy to the ground floor.
Conference
Room

6. 7.
(ial;i.fiiii•ii,k:::JI
Work in pairs. Practise the dialogues in Exercise 2.
Pay attention to the expressíons in colour.

/ ~
Stairs lift

a. Room 201 d. Room204 f. Kitchen

b. Room202 e. Cafetería g. Toilets
c. Room 203
 W orking with Vocabulary O 6 ◄>)06 Complete the sentences according to
the floor plans below. Th en listen and check
( IC/IS ) V0CABULARY PRESENTATI0N your answers.

O4 Complete the sentences with the w ords below.

reception • ground floor • lobby • top floor
conference room • corridor • warehouse
cafetería • car park • toilets • kitchen
stockroom
1. There are a lot of people coming to the meeting,
so we will need to book the ............................................ .
2. You go into a building on the _............................- ............ .
3. There are men's and women's .............................................
on every floor of the building.
4 . You can buy sandwiches in the .............................................. .
5. There's a lovely view of the city fmm the
.. ..... ... ...... .... .... ........ of the building.
6. When you arrive at the building, first go to
....- ...-....... .... in the ...........- ...............- ....- .......
to get your visitor's pass.
7. You can make yourself a cup of coffee in the
1. Go up the stairs to the first floor. Toe
..........................................._ is on your left.
2. The .....·- ···.................................. is on the first floor,
opposite the lift.
3 . When you leave room 603, turn left. Go
past Human Resources and you'II find the
.............................................. o n your right.
4. Take the lift to the si:xth !loor, then turn right.
Room 602 will be on your right. lt's between
rooms ......- ...............- ...- ............ and .....- ......................- ...- ....... .
5. Take the lift to the first floor. Turn right and
go straight. The _...................................- .... is
at the end of the corridor.
6. Go up to the sixth floor. Come out o f the lift
and go straight. Turn left and the
............................................... are on the right.
Stockroom 102

8. There are hundreds of products on the shelves

in the company ..............- ......................- .... . Warehouse
9. lf you are driving, there's a ...........................................
opposite the building. lffll
Llft
',_
S1alrs
101 103
1O. Walk ali the way to the end of the
.............................................. and then turn left.
11. We keep office supplies. such as papar, folders Toilets K1tchen Finance Human Conference
and staplers, in the ..................................- ....... . o,panm•ni Resourcu Room

Os Matc h the w o rds in A to their opposites in B.

A 18
CEO
1. up ······ª· behind lffll ',_ 601 602 603
... .. b . exit Llft Stalrs
2. enter
3. turn right ..... c . down
4. in front of ...... d . turn left

In the UK, you entera building on the

ground floor and you go up to the first
floor. In the US, you enter a building on the
Work in pairs. You have got an incompleta
floor plan of the 5th floor. In turns, give
your partner directions from one place to
another and complete your floor plan.
Student A: Use the floor plan on page 104.
J
first !loor and go up to the second floor. Student B: Use the floor plan on page 120.

• Worlcbook, page 4
~
O (> Getting Started: Vocabulary (page 141) )
◄>) 01
Read the Job advertlsement. Write T (true)
or F (false) next to each s tatement below.
Copy the phrases that gave you the answers.
.... Administrative Assistant
1111 StarOrb Corporation • Swindon, United Kingdom
57 applicants
0 Full-time (Monday to Friday, 9.00 am to 5.00 pm)
.111. Office-based
fil 250+ employees
Responsibilities:
• Telephone: answering incoming calls, screening calls,
taking and delivering messages
• Coirrespondence: distributing incoming mail, sending
e-mails, updating mailing lists
• Meetings: schedulíng meetings, typing agendas, taking
minutes, assisting in preparing presentations
Candidates must be proficient in:
Microsoft Word, PowerPoint and Excel; Data entry; Desk
research
tN4tl
The Administrativa Assistant ....
...... 1. will talk to clients who plnone the company
...... 2. will give people items that arrive by post
...... 3. won't attend meetlngs
...... 4. must be flexible about working hours
...... 5. must know how to use word-processing software
___
·····-···..···....................
..........-... .......................
...... 6. will never have to work with spreadsheets
...... 7. must be able to find information on the Internet
·····-····-····..····-···........-...··············-···········- - -
2 ◄>)08 A manager, Mr Robbins, is talking to his
new admínislrative assistant. Listen to the
dlalogue and complete the sentences with
the correct words from the dialogue.
1. When visitors arrive, Kate must ask if they want
a -····..··········-····..················· .
2 . In the log, she needs to include the time the visitar
arrives, .............................·-·····........ he / she ís visitlng and
the time he / she leaves.
3. When the visitor leaves, Kate must make sure
that he / she returns the .....................................·-···· .
4 . One of Kate's duties is to check what office
supplies they have every ········· - - -
5. Mr Robbins needs Kate to help organise a meeting
for next Thursday at ............................................. .
6. There will be ················- ················..······.. people at the
budget revlew meeting.
3 Combine the words in group A with the words
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 • a log • a room • up • necessary
1. No problem ·····-·······················..············..··········...... , Mr Robbins.
2. You're ..... - ..................................................... receiving visitors.
3. Should 1.......................................·-···················· of the visitors?
4. You'II also be ...................._ ...............·-····................ of office
supplies.
5. You should order new supplies
6. l'm ali ................................._........................... on the system .
7. Could you ........................ ............. ......... .......... for this month's
budget review meeting, please?
- _____
There are many ways to make polite requests in
English. Using Could or Would is more polite than
using Can.
Could you please e-maíl the agenda to everyone?
Would you please e ..mail th e ag enda to everyone?
Can you p lease 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.J
 W orking with Vocabulary O6 Circle the correct response.
1. Please keep a log of any visitors.
( IC/ IS ) VOCABULARY PRESENTATION
a. Do I include who they have come to see?
O4 Match each of the sentences in A with the
logical continuation in B.
b. Should I distribute it now?
2. Do you have experience in using spreadsheets?
1. We send a lot of e-mails every day. a. Yes. In my last job, 1often went to meetings to
take them.
2. 1spend a lot of my day doing data entry.
b. Yes. In my last job, 1used them to keep track of
3. l'd like you to conduct sorne desk research.
expenses and budgets.
4. Could you please take minutes at today's
3. What should you always say when you answer
meeting?
incoming calls?
5. Can you deliver a message to Mrs Ryan for me?
a. Say a greeting, the name of the company and
6. Can you update the mailing list for our the words 'How can I help you'?
department, please?
b. Ask them if they want a drink.
...._a. We need a record of everything we discuss 4. Are your word processing skills good?
today.
a. Yes, they are. 1often talk to customers on the
....- b. We need to keep the database complete. phone.
...._c. We need to add sorne new customers. b. Yes, they are. 1often have to write reports for
...... d. lt's probably the most common form of senior management.
communication. 5. Can you type the agenda in an e•mail and send it
-··- e. She needs to call Simon Harris urgently. out, please?
...... f. 1 want you to find out which countries have the a. Of course. 1'11 put it with the incoming mail.
fastesl ·growing economies. b. Of course. Who is going to the meeting?

Os Complete the sentences with the correct verb

below.
0 7◄>)09 A senior administrativa assistant and
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 ..........·-·····-··..................... track of our office supplíes today.
so that we don't run out of anything. ...... 1. receive a visitor
2. Please ...._......................_............ my calls carefully- ...... 2. schedule meetings
l'm very busy, and I don't have time to talk to ...... 3. type agendas
everyone who calls. ...... 4. update a mailing list
3. Could you .......·- ······.........._............... a mooting fot ...... 5. take minutes
tomorrow at 10.30 in the conference room,
please? ...... 6. prepare a presentation
4. When you ............................_.............. visitors, it's very _... 7. file documents
importan! to make them feel welcome. ...... 8. take an inventory of office supplies
5. Please ............. ............................... lhe incoming mail as ...... 9. order office supplies
soon as possible in case there's anything urgent.
6. Can you help me to .............................-.............. this Your Turn
presentation? 1need to find sorne images for the
slides. 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.
 O (> Getting Started: Vocabulary (page 141 D O 2 ◄>) 11 A junior administrative assistant (A) is

O 1 ◄>) 10 Read tbe e-mall. Answer the questions.

telling a co-worker (B) what office supplies he
needs to order. Listen to the dialogue and fíll
in the missing words.
To: panclgaooountingservices.nett
From: rileys.co.nett A: Helio, Leon. Mrs Jackson asked if you could order
Subjeci: Ouote sorne office supplies.

Dear Mr Presten, B: Sure, Janice. What would you I ke me o order?

Thank you for your enquiry regarding pricing information. Here is A: First - ' ............................. -.............. packets of ten
ourquote: highlighters. One 2 .._ ............................._ ....... and one
yellow. Do you know 1-tow much they co'5t?
B: 1think ít's a little under E:6 per pack.
4-d rawer filing
! 1,0 17.90 A: OK. We also need a dozen staplers.
cabinet
Projector 5 !545.00 !2,725.00 B: Wh1ch type do you want? They have ones that
staple up to 3. ..................................- ........ sheets - they are
Shredder 3 !177.22 !531.66
about rs
each - or ones that can staple up to 150
4 ! 5,460.00 ! 2 1,840.00 sheets.

5 ! 140.00 !700.00 A: Ho1,1, nuch are they?

Quote date: Subtotal !26,8 14.56 B: They're about • ...............- ................- ....... each.
4th August. 2023 VAT20% !5,362.91 A: Let's get the cheaper ones.
Delivery date: B: Sure. Is t 1e e anything else we need?
16th August, 2023 Total lll,177.47
A: Yes. We neoo 1oo $ ...... ...................................... .

As you are a rew customer,

They aren't expensive, are they?
we would tike to make you B: No. A pack of ten is only E:11 .
a special offer. lf you A: Great. That's everything. W'ien will our order
confirm this order within arrive?
fl\/8 days, we will give you
a discount of 15% on the B: lt's not 6· •• - ...............·-·········....... _ .. yet, so if Ido the order
order. now, it should be here by 11 00 tomo1 ·ow.
Yours sincerely,
MaxGrey
4D3 Read the dialogue in Exercise 2 again and write
T (true), F (false) or DS (doesn't say) next to
Director of sales Department each statement.
Riley's OfflOEl Equipment
...... 1. Mrs Jackson is the Senior Office Administrator.
...... 2. They need a total of 20 highlighters.
1 . Who would like to order the equipment? ...... 3. They can gel ali of the highlighters that they
····-..···-··············- - -··-·..·-·····-..,........-,,,..•...._ ,,,_,,,,_,,,._,,,..-..,,_ need for less than E:6.
2. Has he ordered equipment from this company in ...... 4. They need 12 staplers.
the past? •.... 5. Janíce thinks that the large staplers are too
expensíve.
3. How many filing cabinets does he need? ...... 6. They have run out of writing pads.
...... 7. The writing pads cost E:1 each.
4 . How much does one shredder cost? ...... 8. lf they order before midday today, they should
get their supplies by 11.00 tomorrow.
5. What type of photocoplers does he need?
--··--·..······-········- - -........_,.......... _..,__,,, ___
.....................- YourTurn
6. What special offer w ill he get íf he places his order Work in pairs. Prac'tise the dialogue
before 9th August? in Exercise 2. Pay attention to the
....-....................- - -··...................- ................- ............................_ expressions in colour.

Look at the websítes of three office

equipment suppliers. Compare the prices of
the items in Exercise 1. Which website offers
the best price for the wh ole order?
 W orking with Vocabulary O6 Match the words and phrases in A to their
definitions in B.
( IC/IS ) VOCABULARY PRESENTATJON 1 A

48 4 Look at the pictures. Match the phrases

in A to the office supplies in B.
1. price per unit
2. subtotal
3. shipping cost
4. invoice
5. delivery
6. quality

B
..... a. getting items to a customer
..... b. how good something is
..... c. how much each ítem costs
..... d. a document whic h lists the items that were
ordered and their prices
A B
..... e. the price of all the ltems ordered, not including
1. a packet of ···- a. paper
tax
2. a sheet of ··- b. scissors
..... f. the price of sending items to a customer
3. a ron of ..._ c. staples
4. a pair of .._ d. sticky tape O 7 ◄,)12 The words and phrases in bold are in the
wrong sentences. Write them next to the correct
S. a box of ..... e. highlighters
sentences. Then listen and check your answers.
' ,, 1. l've run low on printing paper. 1 haven't got any.
How often do you use the office '
supplies in Exercise 4? What do 2. Discount mus! be made within two weeks of
you use them for? receiving the order. ............- ............................
3. 1'11 give you a 20% q uantity................. -.............................
O5 Complete the sentences with the words below. 4. How much has he ru n out of you for all the office
supplies? ........... - ............................. _.
desktop • shredder • laptop • filing cabinet
photocopier • recycling bin • pen drive 5. Since you are a new customer, l'm giving you
projector • scanner • pedestal a payment - two for the price of one.

1. 1 travel for work a lot, so I need a ..................- ..................

rather lhan a ............................................. computer.
6. l've c harged paper clips. 1haven't got enough.
2. Mrs Gregson wants 20 copies of this document,
7. lf you order a large s pecial offer, you'II get a better
but the ............................................. is broken.
price............................. -.................
3. We still keep sorne paper documents in this

4. 1need to show sorne charts in my presentation,

so please book a room w ith a .............................- ...._...... . Work in pairs.
S. You can use the .....- ..- ..........- ...- ...- .... in my office to Student A: You are a junior administrative
put copies of these old paper contracts into !he assistant. You need sorne office supplies for
database. an all-day training session for sorne sales reps.
6. Please use the ..........- .......................- ...... to destroy lhese Turn to page 104 and placean order with
documents - they contain confidential information. Student B. Your budget is 1::65, so choose the
7. Make sure you put your rubbish in the correct options that will keep you within budget.
Student B: You work for an office supplies
8. Put lhe PowerPoint on a ....- ................- ................... company. Turn to page 120. Aespond to
so I can plug it into the laptop when I give my Student A with the prices of different items and
presentation. complete the order form .
9. 1keep a few files. sorne pens and my laptop bag
in my ............................................. .
-
,•
1
Worlcbook , page 6
 Reading
01"4>) 13 Read the e-mall. Write T (true), F (false) or DS (doesn't say) next to each statement below.
Correct the false sentences.

To: Ora¡g Peters

From: Victo,ia Helman
Subject: New job

DearCraig,
Congratula1ions on getting the job with us here al Gregson's Bakeries.
As your line manager, 1would usually be there to go over things with you on your first day, but I am off
today, so 1'11 explain a bit in this e-mail and then talk to you tomorrow.
As the Junior Administrative Assistant, you will be responsible for doing photocopying, receíving visitors,
showing them around, checklng the offioe supplies inventory, helping to schedule meetings and taking
minutes. Later on, as you become more experienced in the role, you will take on sorne accounting
responsibilities as well.
As you know by now, our desks are on the second floor. There is a kitchen opposite the lifts. The toilets
are at the end of the corridOí past the conferenoe room. The cafeteria is on the ground floor.
We work closely with the HR Department on the third floor. 1have set up a meeting for you with the
Personnel Manager, Paula SWift, at 10.30. She wants to talk to you about
a few things she would like you to do. Toe meeting is in her olfice - room
323 (when you come out ot the lift, turn left and her offioe is next to the
photocopiers).
Alter your meeting with Paula, please check what we have in our
stationery cupboard (there's a list of what should be there on
the door) and then go to the stockroom on the first floor to g.et
anything that we need.
Al one o'clock, you need to meet the other new staff in reception
for a tour of the buildlng wilh Graham Moore. Alter that, Ellie
Morrison from HR will tell yoo sorne ímportant information in the
conference room on the second floor about company
policy, like staff benefits and how to take holiday.
Finally, can you send an e-mail to the 'Ali Staff'
mailing list to introduce your.self to f!Neíyone?
1think that's an for today. 1·11 see you
tomorrow.
Good luck!
Victoria

•... 1. Today is Craig's first day. . .... 7. There isn't enough statlonery in the cupboard,
so Craig needs to get sorne more .
.... 2. Victoria is too busy to talk to Craig today. ..........................,,---···....................................................................................
..... 8. Graham Moore is going to show the new
..... 3 . Craig will take notes of what people say in
meetings. _.
employees around the building.
..... ................................................ ....................
._, ___ ....................,_...........
·················- ················-·-···························-············ · · · · - - -········-············
..... 4. Craig won't have any accounting ............,_, ____
, ___
- ··· 9. HA will talk to the new employees tomorrow.
,,_., __,,,,_,_, _____ ,, - -
.............. ........... ................
responsibilities at first. _...10.AJI new employees have to send an e-mail
introducing themselves to the rest of the staff.
-·- 5. The toilets are opposite the conference room.

-·- 6. Paula Swift wants Craig to do sorne

photocopying for her.
___ ...........................·-··········..-·······.................... , ...........................................

Writing
O2 Imagine that you are Craig. Wrlte bis e-mall
introducing himself to the rest of the staff.
lnvent any extra details that you need.
Useful
Language
My name is ...•
1am a new / the new ... .
l'm from ... .
My previous job was ... .
1used to work at ....
l'm very excited about coming to work at ... .
l'm looking forward to meeting and working
with ali of you.
Best wishes,
9) Wrítíng Guíde, page 130
Listening
48 3 ◄>) Sarah is talking to the receptionist at
14
Brightside Windows. listen to the dlalogue
and circle the correct answer.
1. Sarah has a job interview at 12 o'clock /
2 o'clock.
2. Sarah is going to be interviewed by one person /
two people.
3. Sarah is being interviewed for the job of
accounts assistant / administrative assistant.
4. Room 6B is on the first / third noor.
S. To find room 6B, Sarah will need to turn left /
right when she comes out of the lift.
6. The receptionist directs Sarah to the toilets
opposite / up the stairs.
7. The reception desk is on a different floor from /
the same floor as the cafeteria.
Review l
Speaking
4D4 «;:J Work in pairs. Wllite a conversation similar
to the one in Exercise 3 that includes the
words and phrases below. Practise your
new dialogue.
3 o'clock • 4th floor • conference room
corridor • meeting with Brenda Hitchins
opposite • room 713 • tollets
Listening
O 5 ◄>) 15 Fiona and Paul are talking. listen to the
dialogue and complete each sentence with
words from the dialogue.
1. Fiona is showing Paul how to
2. Fiona says that the system is good for making
sure they don't ................................................................................
anything.
3. They have already ............. - - -·- ···-····-··.....,.._.................
of what they have.
4. They have to order ten
..............................................................- .............. for the
photooopier.
S. They need to order a laptop for the
····························- - -·····························
6. They also need to order
tor the sales reps.
7. The 1T department has asked
Fiona to order
............................- - -·······..-···----"''".....
for the conference room.
Speaking
486 «;:J Work in pairs. You are both administrative
assistants. You have each got the office
supplies orders for a department at your
company and you have each found a different
supplier.
Student A: Tum to page 104.
Student B: Tum to paga 120.
Combine your stationery orders and work out
which supplier is cheaper.
 (>Getting Started: Vocab ulary (page 142) )
1 ◄>) 1s Read the e-man. Complete the
sentences.
New message ___ <> P $ 1
To: STAFF
From Lucy Forbes
Sub¡ecr New vo,cemaíl seMce

To all employees,
We have got a new voicemail s•ervice, and we
want everyone to learn how to use it. 1. Toe employees don't know how to use the voicemail service
Over the next two weeks, Kim from the 1T because it's ......................_.................... .
Department is going to call each of you to 2. Kim from the _....................... _................ is going to teach them how to
arrange a suitable time for a short t raining use the voicemail service.
session (about 15 minutes). She is going to
3. The training sessions won't be very __................................._.. .
show you how to retrieve, replay, save and
delete messages. She is also going to give 4. They are going to leam how to listen, save and delete
you your own PIN.
lf lhere are any problems, please conlact me. 5. Each employee is going to get a different ..... -.............................. .
to use.
Lucy Forbes
Head of 1T
6. lf employees have got any problems, they should contact

O 2 ◄>)
' 1 ,

11 Kim from the IT Department is showing

What are the advantages '
Sebastian how to use the new voicemail of using e-mail?
service. listen to the dlafogue. Then complete
Sebastian's e- mail to his colleague James.

To; James Kenclall

From: Sebasllan Vidal # = hash
Sub)ect: New YOicemaj system * = star / ast,erisk
Helio James, 150# = one-five-oh-hash
1hope you had a nice holiday. Don't worry about missing 155# = one-double five-hash
the training - the new voicemail system is realty easy.
First, ask Hugh in 1T to send you a 1 ....- ................ - ................ _ • 3 ◄>) 11 Choose the correct option to complete the
Once you have that, you enter it into your phone and then
sentences from the dialogue. Then listen again
dial 2• ........- .................................. to go to the rnain voicemail
3• .....- ....... ........- ................. To listen to your messages, jusi press
and check your answers.
4
... . - ................................. .. . lf you want to hear il again straightaway,
1. How do I check / open my incoming messages?
enter $. .................- ......................... . You press e. ............................................. if 2. First. enter / write your PIN.
you want to keep the message or 7• .................._ ........................ if you 3. How's / What's my PIN?
don't want to keep il. lf you want to fast forward to a later bit
4. What do I do before / after that?
of a message, press a. .....- ..................................... , and to rewind,
press 9 ................_ .........._ ..._ ....... . 5. Then press / type 1 .
You can check your messages from any phone if you are 6. Can / Could I fast forward or rewind messages?
out of the office. To do that, ring your office number and 7. Where / When it goes to voicemail, press # and
wait until it goes to voicernail. Then you press then enter your PIN.
'º· ............................................. and enter your PIN.
Let me know if you have any questions, or you can call Your Turn

iJ~
Kim - she's very hetpful. Work in pairs. Write a dialogue similar to the
Best wishes, one in Exercise 2 using the expressions from
Sebastian
-~· Exercise 3. Practise your new dialogue.
 W orking with Vocabulary O 7 ◄>)1s Julie wants to record sorne outgoing
messages on her voicemail. Tom from the IT
( IC/IS ) VOCABULARY PRESENTATION Department is helping her. Listen to the dialogue
and circle the correct answer.
04 Matc h the words and phrases in A to the 1. First of all, Julie enters her .. . .
definitions in B.
a. name
A
b. PIN
1. outgoing message
c. outgoing message
2. incoming message
2. To record a daytime message, Julie needs to
3. volume choose ....
4. fast forward a. the number 1
5. rewind b. the number 2
B c. daytime message
..... a. how loud or quiet something is 3. Julie should press 3 .. . her message.
..... b. go to an earlier part of a recording a. before she writes
..... c. what a callar hears when he / she reaches your b. when she begins recording
voicemail
c. when she finishes recording
..... d. go to a later part of a recording
4. To re-record her message after she reviews it, she
..... e. recordings people lea.ve for you when you should press the number ....
don't answer the phone
a. 4
O5 Replace the words and phrases in bold with the b. 5
Q.O
correct word below. c. 9
dial • location • re-record • retrieve • save • silent 5. lf there is an emergency at night,
1. 1don't usually keep voicemail messages. 1rarely
need to listen to them again.
the caller should . .. .
a. call back
QQ
2. Can I get voicemail messages from any place? b. press 9 or 5
3. When you enter a phone number, be careful to c. press #
get it right.
4. 1didn't want to be disturbed, so my phone was
set to not make any sound.
5. lf you want to change your outgoing message,
o Your Turn
Work in paírs. You both work at
press 1. Jamieson's Electronics (business hours

O6 The words in bold are in the wrong sentenc,es.

Write them next to the correct sentenc,es.
9.30 am to 5.30 pm Monday to Friday).
Student A: You're calling the 1T Department
because you need sorne help setting up your
1. l'm going to put you on headset so that everyone outgoing voicemail messages.
can hear you. ............................................
Student B: You work in the IT Department.
2. lf you call someone often, you should add him /
Follow the flow c hart on page 105 and act
her to your recei ver....................................... .......
out the conversation.
3. You should replay messages that you don't
need, so that your voicemail doesn't get ful!.

4. lf you need to delete someone about something

urgen!, it's better to call t han send an e-mail.

5. In most offices today, most people wear

a loudspeaker so they can keep working when
they receive a cal!. .......................................- ...
6. When the phone rings, all you have to do is pick
up the PIN . ..............................................
7. Could you contact that message? 1 don't
understand what she means. ...........................................
8. To switch on your mobile phone, you have
to enter your contacts - it has tour digits.
C,(> Getting Started: Vocabu/ary (page 1~
O 1 "4>) 19 Read the e-mall. Wríte T (true) or F (false)
next to each statement below.

<new ernployees>
From: rr oeparunenl
~ : lnuanel
A special character is anything
To ali new employees, on a keyboard that isn't a letter
Welcome to the company! ora number: &, $, #,@,etc.
Here are instructions for logging into the company intranet.

To register:
1. Double•click on the company icon on your desktop.
2. Enter your username and create- a password.
Your password Should include:
• at least 8 characters
• letters {upper-case and lower-case)
• numbers
• special characters
3. Click on the link in the e-mail you
receive to actívate your account.
Notes.
1. Nevar Share your password with anyone, including other
company employees.
2. Don't write your password down where other people
might see it.
3. Don't use the same password that you use ror other
accounts.
lf you have any problems logging into the intranet, p lease
log a ticket with the IT Department by double-clicking on
the IT icon on your desktop and tnen filling in the form.
We can usual/y resolve any issues within 24 hours.
Kevin Jackson
1T Department
..... 1. The e-mail is for people who are new to the
company.
.... 2. They need to click once on the icon to open
the intranet.
..... 3. The company will give them a password.
..... 4. The password NhJ47&L would be suitable.
•... 5. They will need to open their e-mail to complete
the process.
..... 6. They must keep their password a secret from
everyone.
•... 7. They can can the 1T Department 24 hours
a day if they have any problems.
02 "4>) 20 Sandra (A) is asking Jackie (B) for sorne
help putting somethi ng on the intranet. Listen to
the dialogue and circle the correct answer.
A: Jackie, can you have a ' look at / read of this report
Mr Bryant asked me to put on the intranet? Do you
think it's OK?
B: Sure. Sandra. Well, what you have 2.done I wrltten
is fine. The heading says exactly what it is about.
The 0ow chart you have embedded is clear. But
1would move th1s paragraph to he begmrnng
A: OK. '11 cut and paste that.
B: Also, 1 think you should bold t! e key dates.
For most people, that will be the most 3 important /
interesting information.
A: Good idea. Should I bold the names of the
• departments I peopte involved in the project, too?
8 : 1think you should under1ine them so that they are
different from the dates.
A: Good point. What <tbou the font? Is it big
enough?
B: Yes, it's 5• fine I good.
A: Great. '11 post ,t on the intranet now.
B: Don forge to choose the co ect tags for it.
1 think this one should have the tags 'HA' and
'flexible working'.
A: Ah, yes. That will help people to 6· flnd I
understand it. Thanks.
O3 Read the dialogue in Exercise 2 again. Then
tick (✓) the things that Jackie suggests doing.
..... 1. changing the heading
..... 2. moving sorne tex:t to a different place
..... 3. using bold for when importan! things are
happening
..... 4. use different styles for the names and the dates
..... 5. making the size of the font bigger
..... 6. labelling the report with information on what it
is about

l·i•i•iii•ii,K::J 1
Work in pairs. Practise the dialogue in Exercise 2. I
Pay attention to the expressions in colour. __J

•
 W orking with Vocabulary O5 Match the words in A to their definitions in B.
A
( IC/ IS ) V0CABULARY PRESENTATJ0N 1
1. lag in 6. icon
O4 Write the correct word under each picture. 2. lag out 7. post
bold • flow chart • cut • strikethrough • italics 3. font 8. comment
lower-case letters • underline password • paste 4. paragraph 9. homepaga
upper-case letters copy • ~ 5. double-click 10. desktop

B
•... a. the style used for letters, numbers, etc.
•... b. laava a computar system or onlina account
AmySun A45$*nnY •... c. press tha button on the mouse twica quickly
..... d. a small picture or symbol
..... a. a group of sentancas on the sama tapie
1 . ........username............. 2 ................................................ ..... f. write your opinion about something that
appears on a website
•... g. the working area of a computer screen
.u. I
with icons
AbCd E AbCdE •... h. pul a message or other information onto
a website
•... i. accass a computar system or online account
•... j. the first page of a website with links to the olher
3 ................................................. sections

06 Look at the page from a report on the intranet.

Write the correct letter next to each word.
ABCDE abcde .... 1. background ..... 4 . row
..... 2. heading ..... 5. bullet
..... 3. column ..... 6. cell

5 ................................................. 6 ...............................................

lncoming calls decreased in 2020.

0-- In 2022, there was an ,ncrease in
incoming calls across all markets.
AbCdE AbEdE
~
r -G
2019 2020 202 1 2022
..
-1.3 -1-4 -0.5 0.8

7. ······························----········"···· 8 ................................................ 2.7 -1 .8 1.0 2.6

-3. 5 -2.0 -2.9 3.7 • o
9.2 -3.2 -5.7 1.3

9. ...............................................
o YourTurn
Work in pairs.
10 . ............................................ Student A: You are a new manager and
you caU the 1T Department for help with
your voicemail and íntranet. Ask questions
to complete the information on page 105.
Student B: You wo:rk in the 1T Department.
Answer the manager's questions using the
information on page 121.

11 . ................................................ 12. ................................................

> Workbook, page 8
 O Getting Started: Vocab ulary (page 143) )

• 1 ◄>) 21 Read the page from the company Intranet.

Write T (true), F (false) or OS (doesn't say) next
to each statement below. Copy the phrases that
gave you the answers.

•
2 ◄>) 22 The manager of the maílroom, Miss Harrís,
ís talking to a new clerk, Richard, about the
process for handling outgoing maíl. Listen to
the dialogue and put the stages in the order that
they talk about them .
...... a. how to organise the outgoing 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 eaclh letter
assistants to handle the incoming mail. The quick and ..... e. where to get the outgoing mail from
accurate distribution of incomíng mail is very important
for the smooth running of our company. Please follow ...... f. how to check the postcode
these procedures when handling the íncoming mail.
a. Make two piles of mail: one with anything marked
'Private' or 'Confidential' on it and one with the rest. In the UK, first·class post is for next
b. Open the mail that does NOT have 'Private' or day delivery and second•class post
'Confidential' on it and stamp each document with the usually takes two or three days.
correct date.
c. Document the mail ín the maíl log. Put the date and
list the sender's name and address and the recipient's 3 ◄>) 22 Put the words in the c orrect order to form
name. sentences from the dialogue in Exercise 2.
d. Sort the mail according to which department or Then listen again and check your answers.
person it needs to go to. 1 . mail / collect / First, / the / you
e. Dístribute the mail by leavíng it in each department's
maíl basket. Any mail marked 'Confidentíal' or 'Prívate'
2. all/ the /Check / items / of
must be given dírectly to the recipient.

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

o •...................... - - -········- ··········-·····················-··················............
4. address / the / postcode / that / Check / the /
..... 1 . Slow distribution of incoming mail costs the includes / corree!
company money.

...... 2. Only one of the administrative assistants has the 5. envelopes / weigh / You / the
responsibllity of dealing with the incoming mall.
- - -······················-··- ···············-····-····-···············-·····-····-·········· 6. documents / be / Ali / by / legal / must / post /
sent / registered
.... 3. AA administrativa assistant should open ali of the
mail and stamp the date on it.
-··-··········-···························-··-···················- - - -·········-···········
___ .............................................

...... 4. AA administrative assistant needs to keep

a record of when the mail arrived, who sent it and
who it is for.
Work in pairs. Use the sentences
from Exercise 3 to write a dialogue
...... 5. AA administrativa assistant should leave ali of the similar to the one in Exercise 2.
mall for each person and department In the same Practise your new dialogue.
place.
 W orking with Vocabulary O 6 sentences. Write them next to the correct
The words and phrases in bold are in the wrong

( IC/ IS ) VOCABULARY PRESEN TATION sentences.

04 Complete the sentences with the words below.

bill • contract • delivery • junk mail • subscription
1. We put through the shredder all the
............................................. that we receive and use it instead
of bubble wrap.
2. 1scanned the ......_................- ................. after I signed it and
sent it by e-mail.
3. There's a ...........- ............................... for you. lt's a very large
box - what is it?
4. A ...........- ...- ......................... arrived from our electricity
supplier today - it's for over t200!
5. 1 have a ........ _.................................. for a music magazine for
one year - 1 receive a paper version every month.
1. lt takes longer for registered post to arrive, as it
is comíng from another country. .........................- .................
2. When you write a letter to someone, you are the
postcode..............................................
3. 1sort the outgolng mail from every department
twice a day. .....- ......................_............
4. lt is importan! to list the details of all the incoming
mail in the sender..............................................
5. We collect the incoming mail before we distribute
it to the departments..............................................
6. lf you use international mail, you get an e-mail
to confirm that your item has been delivered.
7. Can you look up the mail log for 27a Carnaby

os Tick(:") the pairs of sentences with similar

meamng. O 7 ◄>)
Street in London forme? ...............- ..............._ .....

23 Two mailroom c'lerks are talking about

...... 1. a. l've documented today·s mail. handling incoming mail. Listen to the dialogue
b. l've opened the mail. and tick (✓) the topics they discuss.
...... 2. a. The p ostage for this letter is í'.1.28. ..... 1. sorting mail efficlently
b. it costs e1.28 to send this letter. ..... 2. stamping mail
..._ 3. a. This mail is domestic. ..... 3. throwing envelopes away
b . This mail is going out of the country. ..... 4. documenting mail
...... 4. a. The letter reached its destination. ..... 5. writing an address correctly
b. The recipient got the letter. ..... 6. opening confidential mail
...... 5. a. Mr Ross signed his letter. ..... 7. letters for more than
one recipient
b. Mr Ross wrote his name at the end of
his letter.
...... 6. a. 1 stamped all the letters with today's date.
b. 1 sent all the letters today.
...... 7. a. The package weighs 2.5 kilos.
b . The weight of the package is 2.5 kilos .
...... 8. a. This letter has got two enclosures.
b. Two other documents are in the same
envelope as this letter. What are the common abbreviations used in
addresses for these different types of streets?
Street • Road • Avenue • Boulevard • Lane

o Work in pairs.
Student A: You are a new Junior
Administrativa Assistant.
Student B: You are a Senior
Administrative Assistant.
Follow the flow chart on page 106
and act out the conversation.
 •
O (> GeWng Started: Vocabu/ary (page 1~

O 1 ,.,) 24 Read the wayblll. Complete the sentences .

-==SPEEDY SERVICES
Tel: 1632 496 0384
E-mail: lnfo@speedy.co.nett

From:
Company name: DLT Electronics Sender's name: Ronald Green
1
Address: [115 Church Street City / Country: [t.eeds, UK
Postcode: LD7 6OP Telephone: 0113 496 0725

To:
Company name: Epcot Computers Receiver's name: Pamela Harkins
Address: 23 Pine Street City / Country: [9¡rdiff, UK
Postcode: CFS6 2LP Telephone: 01632 496 0457
Sender's name; [Ronald Green ' Collected by courier; X 1 . Toe name of the company sending the
goods is ............................................. .
2i-. J
Date: [2¡ 2¡ 2023 1 Time: (11.00 am ' Sender's signature: -[t- -J-~- -
2. Toe recipient is located in ·-··-·..· - - -
Parcel Details: 3. Toe goods w ere collected by the courier at
No. of parcels: [j1 Item type: [Computer parts' Total weight : [17.9 kg1
4. Toe packages contain ............................................. .
ltem Length Width Height Weight 5. Ali the packages together weigh
l. 13 cm 7 cm 8 cm 5.2 kg
2. 114 cm' (8 cm ' [10 cm ' (7.4 kg ' 6. ltem 3 is ............................................. long and
......... _.........._..........._ ...... high.
3. 12 cm 10 cm 8 cm 5.3 kg
7. Speedy SeNices must make sure the parcels
Special Instructions: are kept ..................................- ... and away from
handle with care keep dry X keep away from heat [x1
Receiver's name: [Pamela Harklns ' 8. Toe goods reached their destination on
Receiver's signature: ~
............................................. al ...............- ........................... .
Date: 3/2/ 2023 Time: 4.00 pm ~ l

O 2 ,.,) 25 The s hipping mana ger (A) is training a new shipping c le rk (B). Complete the
dialogue with the w ords below. Then llsten to the dlalogue and check your answers.
print • fragile • measure • online • forms • website
A: You are responsible for organising the shipment of A: We use an 5 ............................................. system to create
goods. This includes preparing packages, filling in our waybills. lt's called On lts Way. You fil n
the necessary ' · ......- ................- ................ and any other the orm there. 1'11 show you how to log on in
paperwork, and tracking shipments. amoment.
B: How do I prepare packages? B: OK. How do I track the sh1pments?
A : F,rs you Mu:;;t put the goods ir a box. Any A: You can do that on the On lts Way
2· ......- ................- ................. items need extra protection, &. .............- ............................. - it gives regular updates
such as bubble w rap. Then we1gh and of the package's exact location.
3. ......_ ................_ ................. each package.

B: Do I label the packages?

A : Yes, you -nust attac1 our company lélbel and Both the metric system and the
any re1evant spec1al instruct1on abels. Always imperial system are used in the UK.
4
• .... - ........... - ........... . a label with the recipient's Imperial Metric
address - don't write it by hand.
1 ounce = 28.350 grams
B: Right. What about the forms?
1 pound = 0.4563 kilogranns
O3 Read the dialog_ue in Exercise 2 again and copy
the sentences that have got the same meaning
as the sentences below..
1. Pack the items.
2. Check how heavy and big each package is.
··-·--·-··....····-···-····-···-····-····-···~--···-···-····-···-····-··- - -
3. Create a label with the details of its destinalion.
4. We make the forms we need on a website.
..................... _.......,,.......,_,.........-......., - - -··-..·······--·--··-···-···--··
,,
5. How can I find out where the packages are?
What are the advantages and disadvantages ' '
of using a courier service comparad with using
the normal postal service? A
- - - -- - - - - - - - - - - - - - ~ W 7
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expresslons in colour.
Working with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4 Circle the TWO correct answers.
1. You can send a shipment of ... using a courier
O 6 ◄>)26 Circle the correc t answer. Then listen and
check your answers.
1. You label / measure something to check how
long it is.
2. You use bubble wrap / paperwork to prevent
an ítem from breaking.
3. You must track / inspect each package carefully
before it is sent.
4. Oid ali the items arrive in good condition /
special instructions?
5. Use that nice paper to mark / w rap the gifts.
6. According to the tracking update / waybill,
the shipment is 30 kilometres from Miami.
7. 1wanted to know how high the package was,
' 1 , so I measured its w idth / height.
8. 1needed to know how heavy the package was,
so I checked its length / weight.
Complete the sentences w ith the words below.
insure • forms • signatura • pick up • parcel
1. You give your .............. -....- ....-................. electronically to
confirm that you have received the delivery.
2. What's inside this ....-....- ......................- ........ ? lt's very
heavy.
3. Where is the courier? He must .........................................- ...
the packages soon because we close in an hour.
1
4. There are a lot of ............................................ _ to fill out
in order to make sure the goods clear customs.
5. You must ....- ........................- ............. the shipment in case
it gets lost or damaged.

•
service.
a.books b. messages c. clothes
2. You can use ... to give the length of something.
1·,.fij¡¡;¡¡,«:::i
a. metres b. centimetres c. kilograms Work in pairs.
3. A courier is a ... that transports items. Student A: You are a manager. Turn to page 106
a. vehicle b. person c. company and give the mailroom clerk instructions on how
to send three items.
4. A .. . is an example of something fragile.
a. bottle b. vase c. shirt Student B: You are a mailroom clerk. A manager
is givlng you mailing lnstructions. Ask questions
C9 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
) Worlcbook, page 10

......
11
-
FRAGILE 4 4 4
• • •• •

T !Ti
 Reading
O 1 ,.,) 27 Read the e-mall. Answer the questions below.

Now me,.,.ge ___ OP fo •

To: STAfF
from: Tanya Harnngton
Sub¡ect. Outgo,ng vo,cema,I messages

Dear ali,
lt has come to my attention that sorne of the outgoing
messages that people have recorded on their company
voicemails aren't as helpful or professional as they should be.
In sorne cases, people have forgotten to say their name. It is
vital that you say who you are, your job tit!e 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. If 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
calling.
I would be very grateful if you could all review your voicemail
messages and, if necessary, re-record them so that they
follow these guidelines.
Writing
Best wishes,
Tanya Harrington
O 2 Wrlte an e-mail to a colleague explaining
how to use the voicemail system.
Head of Sales lnclude:
• how to log on to the phone
• how to listen to rnessages
1. What two problems has Tanya Harrington identified
• how to replay messages
with many of the outgoing voicemail messages?

2. What information does Tanya want the employees

___
.................................-............. ................................................... • how to delate or save messages
• how to record an outgoing message
to include at the beginning of their message?
Useful
3. What information do the employees always have to
Language
give in their message when they are on holiday?
___
............................................... . ........._..._..,. ...............................
4. What information is optional in a voicemail message
To log on to your phone, you need to ....
lf you want to listen to / replay / save /
delete a message, press ... .
while the employees are on holiday? You dial ... if you wantto ... .
In order to record an outgoing message,
S. Why might it be a bad idea to say in your message you have to ....
that you'II call the person back immediately? lf you have any questions, ....
Best wishes,
6. What information should the employees ask the
caller to give?
O) Wrltlng Gu/de, page 13 1
 Review2

Listening
O 3 ,.,, 28 An employee, Felicity, is talking on the phone
to Mike, who works in the IT Department. Listen
os,.,
to the dlalogue and write T (true) or F (false) next
to each statement.
.... 1 . lt is Felicity's first day at the company.
.... 2. Felicity is the first person Mike has ever had to
help with this problem.
.... 3. lt's not easy to sea the icon for the intranet.
..... 4. Felicity needs to write her usemame in
capital letters.
.... 5. Felicity has to think of a new password for
the intranet.
Speaking
Listening
29 Eleanor is explaining how to send outgoing
mail to Chris, a new mailroom clerk. Listen to
the dialogue and complete the sentences with
words from the dialogue.
1 . They often send _......... - ....................._ .. items to
customers, so they need to pack them with cara.
2. They use ................,_,_ _ _ when they are
sending products that can break easily.
3. Envelopes and sticky tape are kept in the
......................._.................. ·
4. They always put the ...- ......................- ......... in the box
along with the items that the customer ordered.
5. A contract, for example, would need to be sent
by ............................................ .
6. The courier company that they use has an online

49 4 p Work in pairs.
- - - - .......... system.

Student A: You work in the IT Department.

Student B: You are a new employee calling the IT
Department for help accessing the company intranet. A
Follow the flow chart and act out the W 6
conversation.
Student A: Greet Student 8.
Student B: Explain why you're calling. What is
first step?
Student A: Double-click yellow star icen.
Student B: Where?
Speaking
p Work in pairs. Follow the instructions for
your role and act out the dialogue.
Student A: You are a new mailroom clerk. Ask
questions albout the company's systems for
outgoing mail and complete the table.
AII deliveries:
l.
. . ....................... ~·····•·••..·..·····•··· ..·-····-····-···········-··- ···..·····-···········-···--·····
Sending flragile items:
3

Student A: On desktop.
Sending legal documents:
Student B: Next? "' 5

"'
Student A: Select department name. Enter username.
Sending promotional material:
8 ..................... ........
, ___ , _
......,._................_........,._......., ........ .....

Student B: You are a mailroom clerk. Answer the

Student B: What is username?
new employee's questions about mailing procedures
at your company. Use the information below.
Student A: Surname and first letter of first name - 1 . AII the orders sent to customers must have the
nospace. invoioe in the box.
2. Check that the correct item Is being delivered and
[ Student B: Need a password? check the address belore sealing the box.
+ 3. Fragile deliveries must be wrapped in bubble
Student A: First lime use Welcome123. Then reset. wrap before going into a box with a label saying
'Fragile'.

Student B: Thank Student A 4. Legal documents to be sent by registered post.

5. Advertisements, etc. to be sent by regular post
(2nd class).
A : What procedures do I have to follow for the
outgoing mail?
8: Well, for ali of the mail, you need to ...
0 (> Getting Started: Vocabulary (page 144) )
1 ◄>) JO Read the shlpplng order. Write T (t rue) or F (false) next to each stat ement below.

Oce an Shipping UK LTD Shipping Order No. 1245/22

Full Container Worldwide Shipping SpecioUsts -
St Murrin, Grove lane, Cherwell, Essex IG7 6JD, United Kingdom 1 Date of Shipment: 14th November, 2023
L-,::-11~'..J~t) .&J e¡¡¡¡¡~I:).
Company Name: Wilson Microsystems Ltd Company Name: LectrumGroup
Contact Name: Margaret Brennan Contact Name: Emilio Vinuesa del Corral
Telephone Number (Busine,ss 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 1 Postcode City- Province / State 1 Country 1Postcode
Hastings, East Sussex UK TN34 1RT Burgos Spain 09007
E-mail Address: margaretbrennan@wilson.co.uk E-mail Address: vinuesadelcorral@lectrumgroup.es
Place of Receipt (if different to sender's address) Port of Discharge (POD)
Shoreham Container Terminal Gijón Port
Port of Loading (POL) Scheduled Vessel Place of Delivery 1Ship¡ping Term
Shoreham Port Spirit of the Sea CY FOB
lmm!Itrn
20' (foot) containers (FCL) No. of Containers 2 Freight Charges f.540
contents: books 1245/13/20/1-2
Reference Number/s
40' (foot) containers (FCL) No. of Containers 3 Freight Charges f.67S
contents: books Reference Number/s
..__
Terminal Handling Charges (THC)
124S/I3/40/1-3
- f.1 S4
-
Total Charges ( 1,369

SHIPPER'SOECLARATION

We warrant ~ ~ :~: .~:~.~: ~~.: : : : ;::; ::;:c:anager)

5
S1gnature

SHIPPINGORDER (OFFlCE COPY)

-Shipment tracklng information available vla our website www.osukhd.co.nett

.,T..• 1. The shipper specialises in sending full containers.
F
....• 2. The shipper can send containers to other continents.
...... 3. The shipper will pick up the containers in Hastings.
...... 4. The name of the vessel carrying the containers is
listed,
...... 5. The shipper only offers one size of containers.
...... 6. lt is ímpossible to 1,ack thé shipmerit.

O 2 ◄>) 31 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 new shipper last month / week.
2. The shipper is giving them a price that is 12% / 20% lower than normal for
shipments to Europe.
3. Toe shipper that they used before the new one charged them E1,600 /
E2,600 for a shipment to Valencia.
4. You can find out where your shipment is by calling the shipper /
on a phone app.
S. Claire always speaks to a different / the same person at Sale Hands Shipping.
 ,.
e O5
' I
Complete the sentences
What are the different ways of shipplng ,. _ '
with the correct word or phrase below.
goods? What are the advantages and
disadvantages of each? from • comes from • onto
will arrive

o Common abbreviations in the shipping

1. The workers load the cargo
onto
............................................. the ship.
from
2. The workers unload the cargo ...- ...- .........._....................
industry are: the ship.
CY = Container Yard (containers delivered 3. The port of dischar,g e is where the cargo
at container yard) will arrive
FOB = Free On Board (containers delivered 4. The port of origin is where the cargo
on board ship without charge to the buyer) comes from
FCL = Full Container Loads
LCL = Less than Container Loads 06 Complete the sentences w ith the words and
phrases below.
Can you find more abbreviations in the
shipping order in Exerclse 1 ? free of charge • reliable • compete • loss
guarantee • free of damage • contact
1. How can a small blJSiness ...........................................
compete with
O3 Complete the sentences from the dialogue w ith
the words below.
big international companies?
guarantee
2. Can you ._......................................... that these goods will
damage • negotiate • problems • rates • shlpments arrive at the destination before Saturday?
rates- .................. at the
1. They're offering the best ........................ contact
3. Who is our ............................................. in Miami - is it
moment. PaulJones?
negotiate
2. Did you manage to ... - - - · -........... a discount 4. Did we receive our goods in perfect condition?
with them? Were they ......................
free of damage - ................. _ ?
3. The new company guarantees fast shipping and free of- ...charge
5. Is this extra service ................... - ..........- ..... or do we
the shipment to Valencia was completely free of need to pay?
damage 6. What are we going to do about the
shipments
4. Is it easy to track their .................- ......................... ? loss- ..........- .................. of this cargo? We've got no
..........
problems
5. Loss and damage are the biggest ............................................. . idea where it is!
reliable
7. Are they ,_.......................................... or have you had any
problems with shipments being late, damaged
Working with Vocabulary or lost?

( IC/ 1S ) VOCABULARY PRESENTATION O 7 ◄>)32 The Shipping Operations Manager of

a company is having a phone conversation with
04 Circle the correct answer. the Sales Manager at Ocean Shipping. Listen to
1. A shipper transports / sells goods. thelr conversatlon and complete the sentences.
2. A freight c ontainer is a large metal box used for 1. Mrs Sullivan is phoning to complain about the
transporting goods / passengers. ............................................................... that they've received.
3. A container terminal is located near the sea/ 2. Ocean Shipplng is offering a discount of
anairport. ............................................ - ........ ....... on shipping orders over
4. Volume is the same as size / quality. 1::1,200.
5. The consignee is the person who sends / 3. Mr Becker emphasises that other companies
roceivos thc goods. don't guarantee .. ..... ........... ... .. .. ...... .... ..... like his
company does.
6. Worldwid e service is international I local.
4. Ocean Sh1pping 1s planning to adopta new
7. A vessel is a large box I boat.
8. Cargo is transport I goods.
5. Mrs Sullivan and Mr Becker plan to meet at
9. A company·s rates are its prices I services. ............................................................... next Monday.
1O. A quote is a definíte / an estimated prlce.
Your Turn
Work in pairs.
Student A: You worl< at a company that
exports goods from the UK to France.
Student B: You work at a shipping company.
Follow the flow chart on page 107 and
act out the conversation.
 0 (> Getting Started: Vocabulary (page @
01 ,.,) 33 Read the webpage. Then read t he sentences
below and copy the sentences or phrases from
the webpage that give the information .

• AsianBusinessConnections.com

Are you thinking of importing from Asia?

We can help you.

A s ían Bus iness Conne ctions is an online

sourcing service t hat offers: assistance in finding
reliable suppliers to match your requirements.
Our personnel visit suppliers to ensure their
professional st andards.
Our Sourcing Service Package includes:
.,, Finding suppliers you can trust
.,, Arranging meet ings with suppliers
.,, Assistance in negotiat io:ns
.,, Production follow-up and quality control
.,, Packaging solutions and shipping arrangements
1. Asian Business Connections brings together Asian
companies with potential buyer companies in
other continents that want to b uy them.
2. Asian Business Connections helps you identify
exporters who match your needs.
3. Asian Business Connections' employees meet
the exporters to check their work .
4 . lt o ffers help in reachlng agreements.

A sian Business Conne ctions can help

you to ident ify opportunities in Asia, 5. lt helps with the trarnsport of goods.
manage risk, minimise costs and ··········--··········· - · · - - - - · - ••·••·····••·•- ········- - -
secure transactions. Asian 6. Asian Business Connections w ill help your
Business Connections mean.s company to save money.
cheaper, safer and easier
business.

Contact us to see
how we can help you. Go online and sea rch for sourcing
companies. Find two other advantages
of using this type of company.

O 2 ,.,) 34 Janet (A) is talking to her business associate Martin (B). Put Martin's sen1ences (a -d}
into the c orrect order. Th en listen to the dialogue and check your answers.

A: l'r, ,hinkmg of startina an 1mport-export a. Yes, so start small until you are confident that
business lt's a type of business that you don't they are reliable.
need much cash to startt. b . You're right. lt doesn't rrequire a huge investment.
B: 1. __.,_ The f1rst thing you need to do 1s choose
A: What kind of products should I import? products from a foreign source for resale.
B: 2 - .... c. Yes, it does. Why don't you contacta sourcing
company? They can assist you with the
A: lt must be difficult to find suppliers that you can
bureaucracy.
trust.
d. .ook or products that have got díl advantage -
B:3· ......
ones that aren't sold at ali here in England, orones
A: 1 see. 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?
B: •· _,...
O 3 Read the dialogue again. Complete the
sentences from the dialogue with the words
Os correct definition.
Write the words and phrases below next to the

below. trade • shipplng arrangements • start a business

available • trust • documents • foreign • money
overseas • supplier • worried
1. Janet's new business will buy products from
......................- .................. and sell them in England.
2. Janet doesn't think she will need a lot of
... .......... ...... ......... ......... to start her new business.
3 . Janet should look for ........................................... products
that aren't ............................................. in England.
4. Martin tells Janet not to buy a lo! from
a···················· ······ - ······· ··· until she knows she can
...- .....- .........- .........- ....- them.
5 . Janet is ........................................_.. about all of the
............................................. that she will need to complete.
Your Turn
Work in pairs. Practise the dialogue
in Exercise 2 on page 26. Pay
attention to the expressions in colour.
W orking with Vocabulary
( !C/1$ ) VOCABULARY PRESENTATION
resale • advantage • ensure • requirements • foreign
1. open a shop or company: .......................- - ~
2. selling again: .._ ..._........ _ _ __
ensure
3. make certain: .....................- ......................
trade
4. import and export: ...................- ......................
5. from another country: _ _ _ _ __
6. a favourable condition: ...-···-····-..·····.........- .......
7. needs: ... _ _ __
8. the organisation of the lransport of goods:
0 6◄>) 35 Circle t he answer. Then listen and check
your answers.
1. We can minimise costs / risks by using this
shipper. Their rates are cheap.
2. Are you sure you want to open a café? How will
you have enough time to run a business / trade
on yourown?
3. We are conducting investments / negotiations
with the shipper to t.ry to get a lower price.
4. They always deliver on time. You can risk / trust
them with your shipment.
5. A trade / sourcing company helps you flnd

484 Match A to B to form sentences. Use the words

in bold to help you.
suppliers, and it checks them carefully.
6. We need to minimise / protect our investment by
keeping the ships well maintained.
A
7. We usually senda follow•up / secure e-mail to
1. A buyer see if the customer was happy with the seNice
2. A manufacturar we provided.
3. When you export, you 8. We need to manage costs / risk, so I 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. When you risk money, you
B The prefix dís• means not.
2
...... a. produces goods. advantage - dísadvantage
3 b. bring goods from another country.
...... trust - dístrust
5 c. might lose it.
.....
6 d. make a profit.
......
4 e. sell goods to another country.
......
1
..... f. buys products from a supplier. Work in palrs. You are starting an import·
export business 1ogether. You both have
an option to import products for resale.
Student A: Turn to page 107.
Student B: Turn to page 121 .
Look at your information and ask and
answer questions to dec ide which idea
you want to choose for your business.
 O Getting Started: Vocabulary (page 145) )

1 ◄>) 36 Read the tlps from a website. Match

the sentences (a·e) to the paragraphs (1 -5)
where the information appears.

Good telephone etiquette can create a

positive impre.ssion. Follow the tips below
to represent your company professionally.
2 ◄>) 37 An administrative assistant, Cathy, is
talking on the telephone. Listen to the dlalogue.
íi&1~f:\TA3;Jl~@Nt491 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 I . .. ? and May I . . . ? are used
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 sorne information. Thank the caller
for holding and don't keep someone on hold for long. 3 ◄>) 37 Listen to the dlalogue agaln and write T (true)
or F (false) next to each statement.
. .... 1. Cathy works for Holt Cycles Ltd .
Make sure you are transferring the call to the correct ...... 2. Becky Winis' order was expected two weeks ago.
extension. Quickly tell the other person what the caller ...... 3. Becky Willis' company doesn't have many
has told you about his / her reason for calling. Then, products left to sell.
tell the caller who you're transferring him / her to. ...... 4. The Shipping Operations Manager isn't in the
office.
...... 5. Mr Pitman asks Cathy to take a message.
A message must include the caller's name, company
and phone number, and the date and time of the call. 4 ◄>) 38 Match A to B to form sentences from the
dialogue. Then listen and check your answers.
A
1 . How can 1
Before ending the call, make sure you've answered
all the caller's questions. End pleasantly by saying 2. May I ask what
"Enjoy the rest of your day" or "Thank you for calling". 3. Can I take your
Let the caller hang up first. 4. May I pul you
5. l've got Becky Willis
.... a. Make sure you get ali the relevant information to 6. You'd better put her
pass on if someone is unavailable to take a call. 7. l'm transferring you
..... b. Check that the caller doesn't mind waiting while B
you leave the call to find something out. ..... a. name and the name of your co
..... c. Don't make callers wait before you pick up the ...... b. through to me.
phone.
...... c. help you?
.... d. Say something nice and positive before the
...... d. on hold for a moment?
conversation ends.
...... e. to Mr Pitman now.
...... e. Before you connect the callar to someone else,
let this person know why the callar wants to ...... f. on the phone.
speak to him / her. ...... g. you are calling about?
 W orking with Vocabulary e 7 Complete the sentences with the words and
phrases below.
( IC/ IS ) VOCABULARY PRESENTATION 1 call you back • line is busy • professionally
O5 Circle the correct response to each sentence.
transfer calls • ring • urgent • friendly tone
pleasant
1. Would you like to leave a message? 1. 1usually answer calls after the first
a. Yes, please. Can you give me Mr Nelson's ................................................................ 1
mobile phone number? 2. She always uses a ...................- ................. _..............
b. Yes, please. Could you tell Mr Nelson that when she speaks to her colleagues.
Mr Larkins called? 3. 1have to go to a meeting now. 1'11
2. Do you know his extension number? ................................................................ in about an hour.
a. Yes. it's 01632 496 0129. 4. 1must discuss the contrae! with him. lt's
b. Yes, it's 4706.
3. l'm sorry, Ms Sanders is out of the office. 5. The ................................................................ right now.
a. When will she be back? Do you want to wait?
b. When is she leaving? 6. You have to behave ....- .........-···-..········- ...- ................... ,
even wnen people are rude to you.
4. May I put you on hold?
7. Please don't ......................................................- ....... to
a. No, 1can't wait right now. Customer Service in the next hour. They are
b. Maybe later. having a departmental meeting.
5. l'm putting you through to Mr Banks now. 8. 1had a very ......- ............... _ _ _ .......- ... chat on the
a. 1don't mind waiting. phone with the new supplier earlier. He seems like
b. Thank you. he'II be a nice person to do business with.
6. l'm sorry, 1didn't quite catch that.
a. 1 said that I want to speak to Mrs Jenson.
O 8 ◄>) 39 Listen to two phone conversatlons at
two companies. Tick (✓) the correct call in
b. l'm afraid I don't know. the chart.

486 The words and phrases in bold are in the wrong

¡¡.¡.¡,;;;;;1
sentences. Write them next to the correct
sentences.
1. Toe person that the callar wants to
1. You must create a positive impression if you speak to is not in.
want to be understood . ......- .......................................................
2. l'd like to greet you to my personal assistant, 2. Toe clerk takes a message.
Mrs Kay.................................................................
3. Toe clerk puts the caller on hold.
3. Don't ask for permission without saying
goodbye ................................................................. 4. Toe caller leaves a telephone number.
4. Try to introduce receiving personal calls at work.
5. Toe caller tells the clerk what he / she
5. He'II hang up as soon as he gets back. needs to discuss.

6. Atways avoid visitors politely. o ,.,.,,...,.,«::JI

Work in pairs.
7. 1'11 speak clearly to leave work early today.
Student A: You are an Administrative
Assistant at Top Taste Supermarket.
8. lt's importanl to return your can on clients.
Student B: You are phoning to speak
to Mr Nash about selling them your
company's range of health food.
Follow the flow chart on page 107
and act out the conversation.
 0 (> Getting Started: Vocabulary (page @ C9 2 ◄>) 41 Two sales managers (A and C) are following
up on phone messages they each received. Listen
O 1 ◄>) 40 Read the message log.
sentences.
Complete the to the dlalogues and fill in the missing words.
1. A: Good morning. This is Sara Fields from CI
Exports. 1understand Nancy Ford was
CALL LOGGER looking for me.
1
Messages for: Belinda Carmichael B: Yes, she wants to discuss the • -·····-·.. -····- ····-·.. ·-····- ···
with you. l'm afraid Nancy is currently
unavailable, but she's spec1fied a few
Prlority level: 2
· . .................. . ................·-···· that she asked me to go
Crilical Normal o• ,ar wit~ you
A: OK. Can we go over them on the phone now?
B: Yes, certainly. First of all, regarding the
3. ................... . ....................... schedule .. .

A: Jusi one moment, please. Let me get my copy.

2. C: Good afternoon. This is Janet Blake from
EL Gardening. l'm gett ing bac~ to Gerald
Summers. He left a message forme to call.
B: 1'11 see if he's • .......................................... . Gerald,
Janet Blake is on the line, returning your call.
O: Oh, good. Pul her throu9h.
B: Ms Blake? 1'11 put you through now.
D: Hi, Janet. Glad you're back in the office. We
received 5• ···································- ········ that we didn't order
in last week's delivery. One of the sa,es reps
tr ed to assist us, but he wasn't sure how to
handle the problem.
Wants to discuss the quotes from shippers, but she will be C: l'm sure I can help. Let's look at the arder
unavailable between 13:00 and 14:30. togett er What's the e _ __ _
number?

3 Read the dialogues in Exercise 2 again.

Complete the chart.
1 . Belinda triad to phone ...........................................................
earlier. Call 1 Call2
2. Belinda needs to senda document to
Name of
caller - - -··-···..-····-······· .......................................,,_,,_,
3. EIG Electronics wants to order more
Company 2 6
4. Toe message that Belinda has to deal with first is
the one from ....... - ........................- ........................... . Follow-up 3. 7.
5. Toe message that Belinda candeal with last is the call for
one from -··-................- .........._.. _ __
Topic to • 6
6 ....................·- -·······- ..··•·..··· and discuss
_ _ _ said they wanted to talk
to Belinda.
7........................ -......................._..........._ works in Human
Resources at the same company as Belinda.
8 . ..._...............·-···..··- - - - callad because something
o Work in pairs. Practise the dialogues
has gone wrong. in Exercise 2. Pay attentíon to the
expres.s ions in colour.

ASAP is short for

sibl
 W orking with Vocabulary e 6 Circle the correct answer.
1. lf something is a prio rity, it is more/ less urgent
( IC/ IS ) VOCABULARY PRESENTATJON 1 than other things.

4D 4 Replace the words and phrases in bold with the

correct word or phrase below.
2. When you specify problems, you ask /
explain exactlywhat they are.
3. lf a matter Is critica!, it's not so/ very importan!.
as soon as possible • handle problems • essential
regarding • discuss • interrupt • get back to you 4. lf you are unavailab'le, you don't answer /
answer phone calls.
1. 1 need to talk about this procedure with you.
5. lf you missed a call, you talked I didn't talk
to the person who callad you.
2. 1'11 make sure that your order is with you
as quickly as can be. ........................................... 6 . When there's no reply, nobody / somebody
answers the phone.
3. lt's very important to get lhis delivery out on time.
7. We got cut off, so we didn't finish the /
hada long conversation.
4. Why did you stop me to,ask a questíon in the
middle of my presentation? ............................................. 8. When you go over a document with someone,
you write I took at lt carefully together.
5. Ms Darcy will return your call in a few minutes.
A 7 Circle the TWO correct responses for each
6. 1usually take care of issues with contracts, so 1'11 W question.
be happy to help. ...............-........................_,
1. Mr Rogers would like to speak to the CEO.
7. 1must talk to the CEO about this new product. Is he available?
a. No, l'm afraid he's out of town.
O 5 114>)in 42 Mateh the sentenoes in A to the responses
B. Then listen and check your answers.
b. No; l'm afraid you missed his call,
c. No, l'm afraid he's on the other line.
A 2. When would you like to discuss the contract?
1. Ms Parl<er 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 over it alter lunch?
answer? c. When you interrupt me.
3. How can I reach Mr Dean? 3. Did you reach Edward Fine? What did he say?
4. Have we received an order for the new dresses? a. No, 1don't handle problems well.
5. David is on another line. b. No, there was no reply.
6. Ms Shaw is currently in a meeting. c. Yes, he'II gel baa'k to you with his comments soon.
7. Have you got any comments about my 4. Is this delivery a priority?
presentation - anything I should change?
a. Yes, it's critica! th.at it gets to London today.
8 b. No, they didn't specify its cost.
..... a. That's ali right. 1'11 call her again later.
c. No, it's not essential to send it right away.

•
...... b. Have you tried his mobile?
..... c. Of course. 1'11 tell you right away. YourTurn
..... d. Oh. when will she be back?
Work in pairs.
...... e. No, it is short but exoellentl
StudentA:
..... f. Can you please interrupt him? lt's urgent!
You work at the head office of Penny's Sports
...... g. Yes. Lenny's Department Store wants 200. Equipment - a chain of sports shops. A supplier
calls your company asking for your colleague
John Green, but he's out of lhe office today
(invent a reason). Allswer the phone and take
a message using the form on page 107. Ask
questions to get all of the information.
Student B:
You work at a Fit Kit, a sports equipment supplier.
You want to speak to John Green, who works at
Penny's Sports Equipment (invent a reason why
you need to speak to him). Call the head offioe of
Penny's Sports Equipment.
 Reading
491◄>) 43 Read the report. Write T (true), F (false) or
DS (doesn't say) next to each statement.
Introduction
In arder 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
do this, we engaged the services of a sourcing company
that is based in China. It's called Simplicity ImpExp and
is run by an Englishman called Shane Winstone.
Finding supp iers
Simplicity ImpExp agreed to take on the task of finding
the supplier that we needed far a very reasonable rate.
This was very important to us because reducing costs
was the main reason for having the clubs made in China.
Negotiations
A fiew members of our team have done business in China
befare and found that the bureaucracy and the language
barrier can make it very difficult. Using the services of
Simplicity ImpExp meant that we were not faced with
these difficulties. Shane Winstone is fluent in Chinese,
and he did ali the negotiations for us. 0n severa!
occasions, Mr Winstone was able to get a potential
supplier to reduce their initial quote by around 20%.
Facto -y v1s1ts
Visiting the factories in China o:urselves to see if they
meet our requirements would hlave been very difficult
and very expensive. Mr Winstone and his colleagues
vislted potential suppliers for us instead and reported
back on what they found.
Quality control
Once we had identified a supplier that we wanted to use
and production had started, the Simplicity ImpExp team
vis:ited regularly to ensure that everything was being
done correctly. When there was a problem early on, it
only took Mr Winstone an hour to get to the factory to
resolve it.
Shipp·ng
Simplicity ImpExp also organised for a shipper to
transport the clubs to Europe and the USA. This shipper
proved to be 100% reliable. In addition, there was never
any damage to any of our orders, or any losses.
Recommendat·on
The savings that Simplicity ImpExp allowed us to make
more than covered the cost of their services. I believe
that we would not have been a ble to deliver this project
D
on schedule, on budget and to such a high standard
without their assistance. For ali of these reasons,
I would recommend Simplicity lmpExp for any future
projects involving China.
_.... 1. Speed was one of the reasons why Elaine's
company chose to get a Chinese company
to make the golf clubs.
...... 2. Elaine Smithers negotiated a low prlce from
Simplicity lmpExp.
-···· 3. Shane Winstone acted as a translator for Elaine
in negotiations.
-···· 4. Elaine's company had to spend a lot of money
flying to China to visit potential suppliers .
...... 5. Mr Winstone realísed that the manufacturar was
making a mistake.
-···· 6. Simplicity lmpExp is also a shipping company.
_,,,. 7. Nothing was broken in any of the shipments
from the factory.
-···· 8. Elaine is very happy with the quality of the clubs.
Writing
2 Vou are going to be in a meeting all day
tomorrow and you have made a líst of sorne
tasks you want the administrativa assístant to
do for you. Wrlte an e-mall explaining the tasks
you want him to do.
lnclude:
• Office supplies: check and order what we need
• Mailroom: box with 30 brochures - post to
Newcastle branch
• Laptop: take to fT for new software
Useful
Language
Hi [Name],
1hope you're ....
l've got a few tasks I need you to do.
Ple ase can you ... ?
1also need you to .•..
Let me know if you have any questions.
Thanks,
O Writing Gulde, page 132
 Listening Listening
0 3◄>) 44 Harriet is meeting a friend, Giles. Listen to
the dialogue and answer the questions.
Os ◄~ 45 Liz Ford is callíng Cutting Edge Designs Ltd.
Listen to the dialogue and circle the correc t option.
1. Why does Haniet want Giles' advice? 1. Liz Ford wants to speak to Gregory /
Max Winters.
2. Why does she think Giles can help? 2. Max Winters is talking to someone else on
the phone / not in the office at the moment.
3. Max Winters will be available later today / tomorrow.
3. Why does Harriet think an import-export business
is a good option for her? 4. Ms Ford isn't happy with the new supplier /
products that they've ordered.
····-························-····-·······················---············- ···········-·················- 5. Ms Ford wlll receive her order in two weeks' time /
4. What 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 what to import?

6. What two reasons does Giles give for why

Speaking
negotiating w ith people in foreign countries can
be difficult?
0 6c;:J Work in pairs. You are both business partners.
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 lhat you think will help your business
expand. Use the information on page 108.
Speaking Student B: Listen to your business partner's proposal.
0 4~ Work in pairs. Follow the flow chart and
act out the conversation.
Look at page 121 and ask questions to complete
your notes. Think of any o ther
possible problems and
Student A: Say you plan to start your own business.
;¡,
! discuss how you will deal
with them. Then decide if
it's a secure investment.
Student B: What type?

Student A: lmport-export
;¡,
Student B: What product?

Student A: Choose a product to import.

;¡,
Student B: Why that product?
;¡,
Student A: Give a reason. Advice?

Student B: Get a sourcing company.

;¡,
Student A: Why?

Student B: Give two or three reasons.

;¡;
Student A: Thank Student B.
 t,Getting Started: Vocab u/ary (page 146) )
1 ◄>) 46 Read the meeting lnvltatlon. Answer the questions.

To: <ali of depar1ment>

From: Shella Parker
SutJ,ect: Meeting irMtatJon

Dear ali,
lt's nearly time for this month's departmental meeting.
lt's very important that we are all up to date with w hat
is going on, so please try to find the time to attend.

Monthly Sales and Marketing Meeting 1. What time does the meeting start?
Organiser: Sheila Parker
Date: 27th September, 2023
2. Where will the meeting be held?
Start time: 09:00 End time: 13:30
Location: Room C3 (3rd ~oor conference room)
3. What is the main reason for the meeting?
Agenda:
09:00-11 :00: Sales figures (Paul Miller)
11:00-11 :15: Refreshments (the usual tea, coffee, 4. Who will talk about sales?
biscuits and fruit)
11 :15-13:15: New marl<eting strategies 5. When w ill people be able to talk about things that
(Amanda Holmes) aren't on the agenda?
13:15-13:30: AOB
Accept Decline 6. Why are they having this meeting In their own
Attendees: 15 View attendee names .. offices?
As you can see, this is an o nsite meeting as the
offsite facility that we had been using raised its
prices.
Looking forward to seeing you ali there. 3 ◄>) 47 Listen again. Replace the words and
Sheila phrases in bold with words and phrases from
the dialogue that me an the same.
O 2 ◄>) 47 Two personal assistants, Ellie and Adrian,
are scheduling a meeting. Listen to the dialogue
1. Emma has got a meeting with Dan organised for
tomorrow at 2.00 pm. .............................................
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 New 4. Let's see if we can a rrange it for next week, shall
York. we? ...............................- ...........
3. Ellie wants to reschedule the meeting for 5. Would the afternoon of Thursday 11 th May
this Friday / the following week. be good for Emma? ······-·..···· ................ .......
4. Dan / Emma is unavailable on 11th May. 6. l'm afraid that isn' t good, as she's got a previous
5. They reschedule the meeting for 8.30 am on commitment .........- ..................................
8th / 12th May. 7. Let's book it for 12th May at 8.30.

Connectors such as because, since

and as are used to give reasons.
o 1·,.J.,....;,a::1
Work in pairs. Use the sentences from
That won't worl<, because / since / as Exercise 3 to write a dialogue similar to the
she's got a previous commitment. one in Exercisé 2. Practise your new dialogue.
 W orking with Vocabulary O 6 Tic::k ({) the sentenc::es thªt yse the WQrds ª"d
phrases in bold correctly.
( IC/IS ) VOCABULARY PRESENTATION ..... 1. When a meeting is longer than two hours, we
4D4 Circle the correct answer.
usually have a break in the midd.le.
..... 2. l'd like to postpone our meeting until I have had
1. lf you postpone a meeting, you .... time to go over 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 ali have to confirm it. What about Friday?
2. lf you notify someone, you .... ..... 4. How many people are going to take place
a. give this person sorne information the meeting?
b. ask this person for information ..... 5. Wlll you be able to make it on time to the meeting?
3. lf 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. lf you've got an onsite nneeting, it'II take place ....
a. in the office where you work
O7 Look again at the sentences that you did NOT tick
in Exercise 6. Which word or words from Exercises
b. away from the office w here you work 4 and 5 can replace the words in bold to make the
sentences correct?
5. lf you've got a previous commitment, ....
a. you're very busy .....-....................................................... ....................- .......................- ..............

b. you've already got plans

W 8 ◄ ,,·'49 •Th• e O~erat1o~s
A · o·,rector ·1s a~k.1ng an .
A 5 ◄>) 48 Complete the mini-dialogues with the words adm1m~trat1ve ass,stant to help h1m organ1se
W . a meeting. Listen to lhe dialogue and complete
below. Then hsten and check your answers. the meeting invitation form. Then listen again
refreshments • hold a meeting • attend and complete the e..mail.
reschedule • organise • convenient • book _
invited • check my calendar • attendees - - - - - - - - - - - - - - - - - - - -..,
1. A: The meeting room is too small. We're going to Meeting Preparation Form
have more_................................................ - ...- .. than we'd Organiser. Brooke Leads
expected.
Date: '·.............................................. , 2023
B: Oh, then I guess we'II need to
................................................................ a larger one.
Finish: 3. ............................................. pm
2. A: Can you _.._. _ _ _ ............- ....... sorne cold
drinks for the meeting? Subject: • _..........- ..........-................. of LabTools' Products
B: Sure. Would you like any other Number of attendees: s...............- ............................
- - -.......- ................... ? View attendee names •
3. A: What time is ..............- - -....................... for you Location: 8· ..........- ...- ...- ...........- ...... room
to meet? 7· ................_ .._ ...._ ...,-...-floor
B: 1'11 .........................................- ................... and get back to you. 0ear all,
4. A: Bob won't be able to .........................- ................................... We look forward to seeing you for this meeting, where
the meeting, as he is ill.
Tom 0eVere will be delivering a 8 .............................................
B: l'm sorry to hear that. Should we about how we can work together. Jeremy Parks, our
..........................................- ................... it? 9 •............................................. , will be there to welcome you, and

5. A: Senior management are going to Helen Grant, our Head of 10 ............................................. , will also
..........- ...- ................- ...- .................. to explain the changes attend to answer any questions you may have.
they plan to make. Light refreshments - tea, coffee, cold drinks, biscuits
B: Will everyone in the company be and 11• _ _ _ ..................... - will be provided.
................_......................._.................. ? Best wishes,
Brooke Leads

o Work in pairs.
Student A: You need Student B to arrange a meeting for you.
Turn to page 108 to see images that represen! what you need.
Student B: You are an administrativa assistant. Turn to paga 122
and ask questions to find out the details of Student A's meeting.
 @ o
•
° ª -etting Started: Vocabu/ary (page
1 "4>) so Read tbe webpage. Write T (true), F (false)
or OS (doesn't say) next to each statement.
Correct the false sentences.
l"l O.JM;l~
Event Organiser
Our Clients Gallery Contact Us
Event ú rgan ser providesmanagement services for business
events. From small intimate meetings to large conferences,
conventions and exhibitíons - we do it all and for any budget! On
top of that , we charge, on average, 10% less than our competitors.
We hold meetings with your representative in order to understand
your exact needs. Then we prepare a special plan for you.
What do we do?
• We pl.an and manage your event budget.
• We choose the best venue for your event.
• We take care of registration procedures.
• We provide audio-visual equipment.
• We set up the equipment and display.
• We pl.an the food and beverages.
What do our clients say?
Most of our events are in London, and Event
Organiser is a/ways able to find top-quality
/ocatfons at reasonable prices -
notan easy task in the capital!
Antonia Hart, ISM
Event Organiser managed
every little detail of
our con{ere nee, f rom
planning our budget to
menu selection. lt was
a great success!
Bob Ross, Dason's Trading
·- ===-------= '----=---=-- ~~-;~.,;:~ ~- 1
Event Organiser ....
-··- 1. only handles events for large groups of people
____2. charges 10% of the to tal budget for the event
....• 3. is more popular than any of its competitors
..... 4. will organise a place to have your event
-··- 5. provides projectors, screens, microphones, etc.
•.... 6. Is not involved in organising refreshments
•..• 7. specialises in arranglng events in London
Find three companies that host offsite events for
businesses. What servi:ces do they provide? Which
one do you think provides the best service? Why?
92 (A), the Marketing Director, is talking
"4>)51 lmelda
to her personal assistant, Josh (B). Listen to the
dialogue and c ircle the correct answer.
A: Josh, we need to start planning '· our annual /
this years convention. 'd like you to look for
a venue.
B: Sure. 1'11 get my notepad.
A: Here's a list of places for you to can. We're going
to nPed the venue from 14th to 16th November
B: How many 2 attendees I delegates are there going
to be?
A: Between 50 and 70. We'II have an accurate
number by the end o f 3· October / September.
B: W·II you requi ·e any spec,al equ1pnent?
A: Jusi standard audio•visual equipment for
presentations: microphones, • computers I
projectors and screens. Oh, and we'II also
need podiums.
B: What about catering?
A: We want two catered coffee breaks a day,
as well as a buffe\ lunch and dinner
B: OK. 1'11 get menus from severa! caterers.
What other requIrements have you got?
A: We're going to need access to the convention hall
5 · a few / tour hours in advance, so we can set up
our equipment and d isplay.
B: Aight. 1'11 contact .. few places and get quotes.
1'11 update you by the end of the 8· day / week.
03 Read the dialogue in Exercise 2 again. Write
T (true), F (false) or OS (doesn't say) next to
each statement.
_,,.. 1. The company has already started making
arrangements for the convention.
...... 2. They have this convention once ayear.
__,,_ 3. lmelda expects there will be between 20 and
30 people.
...... 4. They will need microphones, projectors and
screens so that people can give presentations.
_,,,, 5. They will provide two meals each day.
...... 6. lmelda wants to be able to access the
convention hall early so they can set up.
YourTurn
Work in pairs. Practise the dialogue
in Exercise 2. Pay attention to the
expressions in colour.
 W orking with Vocabulary 91
Write four sentenc,e s using two of the words
from Exercise 6 in each one.
( IC/ IS ) VOCABULARY PRESENTATION 1

48 4 Tick (:") the pairs of sentences with similar

meamng .
...... 1. a. Have you got access to the room?
b. Can you go into the room?
...... 2. a. A lot of delegates attended the convention.
os
b. There were a lot of people at the convention.
...... 3. a. We're going to have a d isplay of our products.
b. We're going to sell our products .
...... 4 . a. This ven ue is big enough.
b. This place is the right size.
...... 5. a. 1don't have an accurate number of how
many people are ooming.
b. 1 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?
____ ..
·····-··.......,- ...·-····....... ,, _,,,,_ ..........-,..._ ,,,......._, ................_ ,,,.....
Co mplete the sentences with the words below.
registration • convention • catered • buffet lunch
success • auditorium • in advance
1. We're planning to have our annual .............................................
Oíl 2nd May.
2. They hold many conferences and concerts in this
3. At 1.00, w e're having a ............................................. at
the hotel restaurant.
4. We have gota budget for a .............................................
dinner.
5 . You must give me a list of the participants
two weeks ._.......................- ............... .

...... 7. a. They are going to set up the equipment today.
b. They are going to order the equipment today.
...... 8. a. Our business is to help other companies
organise events.
b. Our business is to train people in how to have
more effective meetings.
A . . .
W 5 ~ Work in pa1rs. Explam to each other why
the sentences you didn't tick in Exercise 4
are different.
Sorne words can be verbs and nouns.
We 're going to display our products. (v)
lt was an interesting display. (n)
I can't access the Internet right now. (v)
Have you got Internet access? (n)
6. Group and individual ............................................. w ill be
possible online from 22nd to 3 1st January with
a 10% discount.
7. Everyone was pleased with the event. lt was a big
09
Circle the TWO c orrect answers.
1. We don't have a very big budget / success /
venue for next month's convention
·
2. Have you set up the audio-visual equipment /
details / display?
3. The convention is c atered / There are beverages /
There w ill be a buffet lunch, so people won't be
hungry.
4. 1'11 have access to the auditorium / registration /
venue three hours in advance.
5. lt was a memorable delegate / event / exhibition.
Everyone is still talking about it.

486 Matc h the words in A to their definitions in B. Work in pairs.

Student A: You are a marketing manager at
A
4. detail 7. provide PMA Mobile Phones. You must find a venue for
1. exhibition
a company event. Use the information on page 108
2. menu 5. podiUJm 8. take care of to discuss your requirements with an event organisar.
3. beverage 6 . memorable Student B: You organise events for companies at
8 different venues. Ask questions about the requested
...... a. give, supply event to choose the venue on page 122 that meets
the requirements and is available.
...... b . list of items you can select
...... c. display
...... d . lndMdual fact or item ) Worlcbook, page 16

...... e. drink
...... f. remembered because it's special
...... g. organise, manage
...... h. a $man platform for a $peaker to $tañd on in
order to be seen clear1y
 etting Started: Vocabulary (paga 147)
◄>) s2 Read the e-man. Complete t he sentences
w ith words f rom the e-m ail.
New message
To Jom Moms
From Patroc,a Wroght
Sub¡ect Meeungs
Hey Jim,
I hope all is good with you.
I just wanted to run a few things by you quickly.
First, we've got the staff meeting with the marketing managers
at 10 am on 3rd March. I've got the following three points for
the agenda, but I wanted to know if you have anything you'd
like to add before I send the meeting invitation to everyone:
• Discussion about new marketing region
• Summarise new structure for department
• Introducing daily stand-up meetings
Could you let me know by the end of the day?
We've got the meeting with the Russian clients that evening
at 8 o'clock. We should go over our presentation on the new
prodUJct to make sure we impress them. Is there a good time
for you to do that?
I also need to set up the orientation meeting for
the new recruits towards the end of March. It
would be great if you could speak for about 15
minutes. Would that be OK?
I'II see you at the board meeting later. Sorne
memlt>ers of the board of directors are still
at the annual V-Tech exhibition in Srussels,
so it's going to be a conference call. Let's
hope the technology
works a bit better
than last time!
Thanks,
Patricia
1. Patricia asks Jlm if he wants to pul something else
onthe _ _ _ __
2. Patricia needs Jim to reply before ............................................ .
3. On the same day as the staff meeting, they have
another meeting in the _................_ .........- ...- .... .
4. Patricia thinks that she and Jim need to practise their
5. There will be a meeting late in ._..............._..........- ....- ..
for people who have only recently started at the
company.
6, There were problems with the ......... ... .............................
during the last conference call.
2 ◄>) 53 The Marketing Director, Sumira, is
discussing a meeting with her assistant,
Leonard. Listen to the dlalogue and match the
questions in A to the correct answers in B.
OP ~ j A
1. How long will they give people to find their seats
and finish their conversations?
2. How long has the CEO gol to make his opening
remarks?
3. What is Adarn West's presentation about?
4. What does Sumira tell Leonard to print out on a
piece of card?
5. What is Annette Bampton's presentation about?
6. What are people going to discuss in groups?
7. What is Sumira's presentation about?
B
...... a. Flve minutes.
•.... b. Trends in the mafket.
...... c. Driverless vehicles.
..... d. 20 minutes.
...... e. 15 minutes.
..... f. Robots in the job market.
..... g. How to sell the new products.
A discussion is a serious talk about a topic.
A chat is a friendly, informal conversation.
◄>) 54 Complete the sentences from the dialogue
with the words below. Then listen and check
your answers.
go over • overrun • schedule • item • questions
session • supposed
1. Let's .... _................- ....- ............ the programme so you
can take cara of all the details.
2. What's the next ............................_.............. on the
programme?
3. How long is Adam's presentation
........... _......................- ..... to be?
4. We don't want him to ........................ - ................. .
5. We need to keep to the ............................................. .
6. lt's an hour long, plus 25 minutes for
7. What's the closing .....................................- .. ?
Work in pairs. Use th e sentences from
Exercise 3 to write a dialogue similar to the
one in Exercise 2. Practise your new dialogue.
 W orking with Vo cabulary
( IC/IS ) VOCABULARY PRESENTATION J closing session • hand out • opening remarks
O4 Circle the correct answer.
1. A stand-up / virtual meeting is very short, and
the team members quickly gíve an update on
their worl< without sitting down.
2. Toe directors of the company make importan!
decisions about the direction o f the company al
a board meeting / conference cal l.
3. At a briefing / an o rientation meeting, someone
gives information or instructions to others about
a specific task they will need to do.
4. Board / Staff meetings are for discussing various
work-related issues with employees.
5. Orientation / Stand -up meetings are held to
give new employees information about basic
procedures.
6. A brainstorming session / staff meeting is when
people try to think of as many ideas for something
as they can.
7. A briefing / virtual meetiing is when a group
of people connect over tthe Internet, often w ith
video, so that they can see each other to discuss
something.
8. A brainstorming session / conference call
is when a group of people connect over the
telephone to discuss something.
485 Matc h the w ords in A t o their definitions in B.
A time ago.
1. product line 4. summarise
2. programme 5. demonstration
3. client
B 5. Each member of staff is going to give a report
_.._ a. customer
...... b . give the main points about something
...._ c. explanation and exhibition of how something
works
.... d. a group of similar items all sold by the same
company
..... e. plan of what w ill be done and in what order
O6 Complete the sentences with the phrases below.
attendance list • board of directors
1. The CEO welcomed everyone to the convention
in his ............................................................. .
2. Let's check the ........_.................- .... -........................ to see
who was at the meeting.
3. In her .............................................................. , she thanked
the organisers of the conference for making it
a success.
4. Please photocopy this page and
........... ............................................ a copy to each person.
5. The .............................................................. decided that
Jeff Evans would be the new CEO.
O7 Number th e meetings from the one that happens
the most frequently to the one that happens the
least frequently.
...... a. the w eekly department meeting
...... b. the quarterly budget meeting
..... c. the annual shareholders meeting
...... d. the d aily stand-up meeting
...... e. the monthly staff meeting
Os ◄>) ss Richard, the Ma·r keting Direct or, is speakirng
at the beginning of a staff meeting. Listen to hls
openlng remarks and circle the c onrect ans wer.
1. Thomas Cooper is a sales manager in the
southwest / northwest region.
2. leah Spencer joíned Richard 's team a long / short
3. Richard has got a b oard meeting / conference call
at 2.00 pm.
4. The last board meeting was on 4th / 24th June.
on sales in his / her region in the last three / tour
months.
6. They are / aren't going to discuss the new
brochures at today's meeting.
Work in pairs. The date Is 15th November, and
it's time for the mon1thly Sales Department
meeting. The meeting was scheduled from
10 am until 1 pm, an<I the agenda was sent
out. But now the Marketing Director has
unexpectedly been asked to go on a business
trip, and the meeting will have to finish at 12,
so that she can catch her plana.
You are going to help shorten the meeting by
one hour. Tum to page 109. Look at the agenda,
discuss the advantages and disadvantages of
postponing each item on it and decide what
can be left until next month's meeting.
•
 O Getting Started: Vocabu/ary (page @
O 1 ◄>) 56 Read the minutes. Complete the sentences

..
with words from the min utes.
, o What are the features of the calendars
Minutes of tbe auarterfy Sales Meeting
that come as part of an e-mail program
Date: 5th October, 2023 Time: 10.30 am - 1.00 pm
that can help you to stay organised?
Location: J Taylor and Sons Head Offices
Present: Sales and Marketing Department, Chief Financia! Officer 2 ◄>) 57 Two sales team leaders (A and B) are talking
ce list: CEO about the process of taking minutes. Complete
Apofogies: Jenny Dale Minute Taker: Susan Rogers the dialogue with the words below. Then llsten to
the dialogue and check your answers.
Agenda: 1. Analyse quart"IY sales figures.
2. Discuss market research findings. attendees • repeat • task before • make sure
3. Clarify the pros and cons of expanding the product line. A: l've been assigned the task of taking minutes at
Points made: 1. Sales figures - no change since last quarter. the meeting next Thursday. l've never taken
2. Customers want a larger selection of products, minutes 1• ............................................. .
especially for teenagers. B: lt's not hard, but you ave to come prepared.
3. More pros than cons regarding expansion of
product line. A: How do you prepare?

Other issues raised: The need for additional sales reps and better B: First, 1 r~ad hro1 gh the agenda carefully.
training, ,sp,cially in the southern region. 12• ............................................. 1know wtiat the objectives of
the meeting are. That helps me focus on what notes
Key decisions: Collect current purchasing information from our
to take at the meeting.
major customers.
A: What notes do you take?
Objections: None
B: don't try to wri e everything down. Yo should
Action points: TASK 1: Contact major customers to collect
concentrate on he key decisions, the actions
additional current purchasing
information. and who is going to do each 3 ......... _ ................- .............. .
Assigned to: Sales and Marketing A: Gol it. Anything else?
Director (Rick May) B: List the central issues that are raised. Also,
Time frame: 31st October
record any objections that are raised And
TASK 2: Analyse ability to hire new sales reps don't be afraid to ask someone to explain or
and increase training budgets.
•· ............................................. w hat 11,ey said.
Assigned to: Chief Financia! Officer
(Dan Binder) A: What do you do w ith the minutes after the meeting?
Time frame: 22nd October B: Type up your notes soon ,ifter the meeting.
Circulated: 6th October, 2023 Ttien send them to the 5 ............................................. and
everyone on the ce list.

O3 Read the dialogue In Exercise 2 again. Tick

the things that are advised.
(✓)
When you ce people into an e-mail, you
send them a copy of the correspondence. ...... 1. Type up the agenda for the meeting.
...... 2. Get ready for the meeting in advance.
1 . Toe meeting took place on ...._.................- .................................... ...... 3. Understand the reasons for having
at the ....... _............................. _..................... . the meeting.
2. _ _ _ _ _ _ didn't attend the meeting. ...... 4. Try to write as rnuch as possib le.
3 .........................................................-..... took minutes. ...... 5. Type up the minutes a short time after
the meeting.
4. Toe participants examined the advantages and
disadvantages of ...- ....- ................- .................- ........... . ...... 6. Only send a copy ot thc minutes to
the people who were at the meeting.
5. Sales figures are the same as they were in the

6. Toe ............................................................... is going to speak to

..............................- .......................- .... to get sorne information Work in pairs. Practise the
about what they plan to buy. dialogue in Exercise 2.
7. Toe ............- ................................................ must analyse Pay attentíon to the
the company's training budgets by expressions in colour.
 W orking with Vocabulary e 6 Circle the correct response.
1. Were all the members of the team present?
( IC/ IS ) VOCABULARY PRESENTATION 1
a. No. Not everyone agreed with the plan.
O4 Matc h the words in A to their definitions in B. b . Yes. Everyone was there.
2. Did you discuss ways to increase the selec tion of
A
suppliers we can use?
1. task 5. major
a. Yes. Everyone ag;reed 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. clarify of them In future.
B 3. Can we add a point to the agenda to discuss
..... a. goal, purpose how to attract more customers?
-··- b. teaching a. Yes. We need to work out how to get more
people into our shops.
...... c. advantages and disadvantages
b. Yes. 1 agree. Let's work out how we can gel
...... d . concentrate
people to spend more.
...... e. make sure something is c lear
4. Were there any objec tio ns to Kate's plan?
...... f. importan!, main
a. No, there weren't. Everyone agreed to try it.
____ g. a job for someone to do
b. No, there weren't. Everyone had lots of ideas.
O 5 ◄>)ss Circle the correct answer. Then listen and
check your answers.
5 . Did you take notes during the tatk?
a. Yes. 1 handed out a copy to everyone who
1. An action point is something that someone ... was there.
after a meeting. b. Yes. 1 w rote the main points.
a. does b. understands 6. What is the time trame for this project?
2. To analyse an issue, you .... a. lt's pretty short - we only have until the end of
a. study it carefully b. write about it the month.
3. A key decision .... b. We usually start meetings al 10 am.
a. probably won't have much effect 7. Did they assign anyone to do this project?
b. will probably have a big effect a. Yes, they did. The CEO p ul his name on the
contrae! yesterday.
4. After the expansion of a product line, it is ....
b. Yes, they did. Dean's team is responsible for it.
a. bigger b. smaller
8. Are there any issues regarding the new marketing
5. When you are prepared for something, you ....
strategy?
a. need sorne training
a. Yes. l'm afraid that there are sorne problems.
b. are ready for it
b . Yes. lt's going well.
6. Under 'Apolog ies' in the minutes, you list the
peoplewho ... .
a. sent a message to say that lhey couldn't
O l'i•iiiiiiil,&~
attend Work in pairs. Ask and answer questions with
your partner to complete your minutes from
b. had to leave the meeting early
a team meeting that was set up to plan the
7. When you raise a topic, you want to ... il. SLUCA 2024 Convention and the SLUCA 2024
a. cancel b. d iscuss Convention programme.
Student A : Turn to page 109.
Student B: Turn to page 123.
 Reading
O 1 ◄>) 59 Read the e- mall and Tara 's notes. Find and correct the
mistake that she made in each sentence of her notes.

To: Tara Thomas

From: Gemma Hall
Sub¡ect Departmental Meeun9

Helio Tara,
l'd llke you to help me get ready for the departmental meeting next week.
Flrstly, please can you create and prlnt out an attendance sheet? There wlll
need to be at least so spaces for people to wrlte thelr names. Everyone
must attend these meetlngs, but l've notlced In the last few that there were
a lot of empty seats. Can you lnclude somethlng In the meeting lnvltatlon
about everyone needlng to slgn tlhe attendance sheet? Hopefully, people
wlll be more llkely to come if they know that there Is a record, and lt will be
useful forme to know who misses the meeting so I can ask them why.
l'm also a llttle worrled that there are people In the department who don't
really know each other. 1thlnk lt would be useful lf people hada chance to
network a bit and talk to people In the department who they don't usually
deal with. So, could you organlse sorne tea, coffee and blscults at the start
of the meeting? The meeting starts at 10.00 am, but I thlnk we should allow
15 minutes at the start ofthe agenda for people to get a beverage and
a blscult and have a qulck chat w'lth colleagues. Then 1'11 start my presentatlon.
l've attached the agenda for the meeting to t hls e-mall. Please put lt lnto t he
meeting lnvltat lon and ask people to e-mall you lf they would llke to add any
other toplcs fo r dlscusslon. Tell tihem that they must tell you by the end of the
day on Frlday. Then l'd llke you to put thelr suggestlons In an e-mail to me by
the end of the day on Monday, so I can see what we mlght lnclude.
l'd llke you to access the room about 15 minutes before the meeting starts
to check that the refreshments have arrlved and to get the laptop and
proJector set up for my presentatlon. 1'11 send you a link to t he slldes when
l've flnlshed checklng them.
1 thlnk t hat's everythlng. Let me know if you have any questions.
Best wlshes,
Gemma

< Notes A O O - '- 1 =0 2 Read the e-mail again and answer the questions.
1 . Do employees have a choice about attending
DEPARTMENTAL MEETING
departmental meetings?
To Do:
• Print attendance sheet with 15 spaces for names.
---···-·····-·················-·---·...····---···-············
2. What two reasons does Gemma give fer wanting
• Tell people about the attendance sheet at the start of an attendance sheet ?
t he meeting.
• Organise light refreshments for the end of the meeting.
• Gemma wlll start speaking at 10.00. 3. What does Gemma want people to do before the
meeting?
• lf anyone wants to add anything to the agenda, they'II
have to let me know by the end of the day on Monday.
4. Why does Gamma want Tara to go to the room
___
........................,_,................-,..............._. ··-···-·····..·····-·· ..-···..
• 1will send the slides to Gemma after l've finished
early on the day of the meeting?
checking them.
- - - - · - - -·--·····-····-·····-·..- ···----··--·····..····-··..·--·····
 Writing Speaking
03 Wrlte an e-mall lnvltatlon informing your team of
an upcoming staff meeting.
os «;:::J Work in pairs.
Student A: You are Mr Johnson's PA at Compuserve.
lnclude: You receive a phone call from Student B asking to
• the date, time, location, etc. reschedule Ms Brigman's 9 am meeting with him.
Using the information on paga 110, ask and answer
• the purpose of the meeting.
questions to find a suitable time to reschedule the
• a short agenda. meeting.
• a deadline by which people need to tell 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
Useful Compuserve offices to reschedule, using the
Language information on paga 123.

... will be giving a presentation on ....

We will also hear / learn about ... . Listening
We will break for lunch / tea / refreshments at ..•.
lf you would like to add anything to the agenda, 486◄>)61 Jake and Stephanie are talking about
the advantages and disadvantages of taking
please let me know by .•..
meeting minutes by hand or taking them using
Best wishes, a computer. Listen to the dlalogue and tick (✓)
the things that they mention.
O Wrlting Guide, page 133 ...... 1. You need to be fast al writing on a keyboard.
...... 2. Your computar might crash.
Listening ...... 3. Typing minutes on a computar means you have
less work to do after the meeting.
• 4 ◄>) 60 Bill and Fiona are talking about ...... 4. Sorne 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
...... 5. With handwritten notes, you can show
statement. Correct the false sentence s.
connections and importan! information easily.
...... 1. Bill wants Fiona to organise the event.
...... 6. lt can be difficult to write fast enough by hand.
·····- ··········- ··········- ················-·····-····-···········-···········-····-···- ··········- -- ...... 7. 11 might be difficult to understand your notes if
...... 2. Bill doesn't want people to do any work your handwriting isn't good.
during the breaks.
...... 8. You can check your spelling while you write if
you use a computar.
...... 3. The venue needs to be close to the office. ...... 9. Check that your laptop won 't run out of battery
during the meeting .
...... 4. The training is going to take place on ......10. You might get distracted by notifications on your
7th November. computar.

...... 5. Bill is expecting 25 people to attend the training.

Speaking
...... 6. In addition to lunch, there will be two breaks. 0 7 «;:::J
Work in pairs. Ask and answer quest ions with
your partner to complete the minutes for a team
meeting that was held to organise a works ho p •
...... 7. They will need to be able to display information
for the attendees. Student A: Use the minutes on page 11O.
Student B: Use the minutes on page 124.
...... 8. Fiona will need to decide which venue they
willuse.
 etting Started: Vocabulary (page 148) )

1 ◄>) 62 Read the e-man. Answer the questions.

To c.dansonCtheharnngtonagency nett
F,om leefongOosa.hk.nett
Subject lnternat10nal Marketing ~r111Ces Exh1b1t10n

Dear Mr Danson, 1. What is the exhibition about?

One Step Ahead would like to [nvite you to exhibit at One
Step Ahead - Marketing Solutions 2024 in Hong Kong. This 2. When is the exhibition?
award-winnlng event is definitely the biggest international
marketing services exhibition in the world.
..........·-····..··········....................-....-..............._...
3. Where is it?
___ ..............................._
The exhibition attracts businesspeople from a wide variety
of fields. It'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
is that we invite only top companies to exhibit there. And to participate?
this is why we would like 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?
Oeposit: fSOO
I.f you want to take this opporrunity to raise your
·- - - - - -·- - - - ......................
company's lnternatlonal profile, follow the link and fill in 6. What should people do íf they want more information?
the regjstration 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 ◄>) 63 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
rf you have any questions, yolll can contact me at: listen to the dialogue again and check your
lfong@osa.superglobe.net answers.
Thank you for your attention, and I look forward to seeing 1. need / with / We'II / 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 2 ◄>) 63 Two employees of a, marketing company,
Sue and Jack, are planning their company's 3. of / hard copies / as well / need /
booth at the exhlbition. Listen to the dialogue and the prornotional material / We' II / to / display
write T (true) or F (fal se) next to each statement.
...... 1. They have a long time before the exhibition.
____
.....................................................................-........
...... 2. They need to give someone instructions about
4. sorne / for / ask / Let's / racks
what to include in their booth.
...... 3 . The company recently changad its slogan and
logo. 5. have /do / we / What / could / is/ a display board /
instead
...... 4. They want to show sorne examples of their work
on tablets.
...... 5. They're only going to use digital materials to tell 6 . o f / to / offer / think / want / what / We'II /
people about their company. giveaways / w e / to / need
-·- 6. Jack suggests showing an example of how they OOOOO
..o•••-••••-•••-••••- - - -•..00000,-••••-•••••..•••-•Ho-•••..••••••-••••-••••-••••-•••oM

have used social media to promote a company. OOO•O-OOOO-•oOO-OoO•••••••- •••••••••••-••••-•••••••••••••••••.. •ooooOOO- - - - -·•••-••••-•••••-

- - - --r
How many reasons can you think '
' 1 '
o Your Turn
Work in pairs. Use the sentences from
of far why people and companíes Exercise 3 to write a dialogue similar to the
attend business exhibítions? one in Exercise 2. Practise your new dialogue.
 W orking with Vo cabulary 06 Co mplete the sentences with the w ord s and
phrases below.
( IC/ IS ) VOCABULARY PRESENTATION 1 award-winning • field • hard copy • sample

48 4 Matc h th e words below to the items in the pictures.

video clip
1. We should pul this .............- ............................. on our
.P. 1. booth ...... 5. business card YouTube c hannel.
·-.. 2. banner _.... 6. slogan 2. There are a lot of visitors here who work in the
._.. 3 . logo ...... 7. d isplay board ..........._............................... of logistics.
_ .. 4 . pamphlet ...... 8. rack 3. We should ask each designar to send in a
............................................. of their work so we can gel
an idea of how good they 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 I always like to have a
............................................. as well to take notes on.

8
O7 Replace the words and phrases in bo ld with the
correct w ord below.
profile • display • gather • deposit • feature • variety
1. We want the design of the booth to include
something to attract visitors ...................-....-....-...·-
2. The range of compa nies that this exhibition
attracts - from accountancy firms to 1T specialists -
is what makes it so special. .............................................
3. We get together once a month to discuss the lates!
trends. .............................................
4. Appearing in the news has definitely increased our
leve! of attention..........- ...............- ..............
5 . We have paid a sum of money to reserve a booth
at the exhibition . ......- ...- ..........- .................
6. 1think we should show sorne images to make the
booth look more attractive.....- ................- .................

O 8 ◄>) 65 An exhibit manager is talking on the phone to

48 5 Circle the correct answe r. Then listen and

~ >) 64
check your answers.
1. We need to design a brochure / hard copy that
shows people how our services can help them.
2. lt's always a good idea to have sorne giveaways /
deposits with your company name on them, like
pens or USB sticks.
3. Let's exhibit / gather sorne of our products in our
booth so that people can see what they actually
look like.
4. The curren! trend / field is for sustainable
products.
5. Our video c lips / specifications were for a booth
with two screens and two display boards.
6. Our comm ercials / p rofiles on !he radio and
television have definitely helped us to gel our
company name better known.
7. Our promotional material / booths mus! talk
about the high quality of our products.
8. We should display / sign up for this exhibition -
it could help us gel a lot of new customers.
a client. Listen to the conversatlon a nd number
(1-5) the items in the order they a re discussed.
...... a. how big Global Bookstore's booth is going to be
...... b. the number of parking places required for
Global Bookstore
...... c. the type of books published by Global Bookstore
...... d. an invitation to phone with queslions or other
requirements
...... e. the d istance from the traln station to the exhibition
Work in pairs. You both work for a mobile phone
company. You need to prepare a proposal for
what to include at the booth that your company
will be setting up at an exhibition.
Discuss the following and decide on three ideas:
• display boards
• product demonstrations and samples
• videos
• brochures and leaftets
• free gifts
 t , ietting Started: Vocabu /ary (page @
1 "4>) 66 Read the webpage. Write T (true), F (false) or OS (doesn't say) next to each statement.

···- 1. Making small talk can help your

company succeed.
···- 2. Small talk can help you to win friends
as well as business.
Making Small Talk at Business Events
...... 3. Small talk can help you learn about a
Small talk is an importa nt skill in t he world of business. By making person, but not about lhe place where
small talk at a business event, you can find out if a compa ny is he / she works.
well-established and if it has got t he potential to become a va lued ..._ 4. Small talk is useful for identifying
customer. We are always looki ng fo r ways to increase the company's business.es that might want to buy
business. The followi ng 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 q uestions
about his / her job.
Hi, my name is ... . I re present ....
Pleasure to meet you. ...... 6. Asking for their opinion of the event
you are at is one way to begin talking
tosomeone.
What do you do at ... ?
What department do you wo rk in? ..._ 7. One posslble topic is to ask about
where they do business.

That's a rapid ly-growing field. ...... 8. During thle conversation, you should
The market is very st rong at t he mome nt. get the person to agree to do business
What challe nges are you facing in your area? with you.
...... 9. You should listen to the o ther person,
but it's more importan! that you get
Do you serve the domestic or
international market? him / her to listen to you by being
Do you sell to t he EU? interesting.
......1O. When you are listening to someone,
you should remain completely silent.
Can I give you my busi ness ca rd?
I'll give you a call next week.

A successful con versatio n is as much about listening as it is a bou t

In different cultures, business
ta lking. Ask interesting and t houghtful quest ions to make the
people greet each other differently.
conversation flow. Show inte rest by focusing on t he person you' re For example, sorne shake hands,
ta lking to, use body la ngu age like nodding your head and maki ng sorne kiss and sorne bow.
eye contact, and add hmm a nd uh-huh at app ropriate moment s.

02 "4>) 67 Two visitors at an exhibition (A and B) are maklng small talk.

Listen to the dialogue and fHI in the missing words.

A: Hi, l'm Linda Robinson. represent Cosr,ic A: The European ma1 Ket 1s very strong right now.
Impon & Expon. B: Yes, we're looking forward to expanding our
B: '- ......- .................................... to meet you. l'm Jake '· .............- .......................- ... 1here. There's a lot of potential.
West from Smart Homes. We produce home A: Why don't we exch;mge business cards? l'd
automation systems like to send you soma 8· .......- ................................... about
A: lt's a pleasure to meet you, Jake. 've read that Cosmic lmport & Export. Hopeíully, we can do
home automation 1s a ap1dly-growing field. business together.
What do you do at Smart Homes? 8: Great. 1'11 be happy to have a look at it.
B: l'm the 2 ............................................. Manager. We're
looking for new vendors.
A: 1see. Wh1ch l"'ld kets do you serve?
B: Currently, we only serve the 3 .............................................
rnarket, but we're hoping to 4 .............................................

the European market.

0 3circle the correct answer.
Read the dialogue in Exercise 2 again and
1. Jake's / Linda's company makes home
automation systems.
2. Linda Robinson thinks that the types of products
made by Smart Homes a re becoming more and
more expensive / popular.
3. Jake wants to find people interested in
developing / selling his products.
4. Jake's company sells its products in
many countries / one country.
5. Jake's company plans to start / stop doing
business in Europe.
6. Linda wants to give Jake sorne details about
her company / the European market.
o Work in pairs. Practise the dialogue
in Exercise 2. Pay atte ntion to the
expressions in colour.
Working with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION
O4 Tick (✓) the logical sentences.
...... 1. When you show interest in what someone
is saying, you let the person know you are
listening.
...... 2. A company with a lot of potential will probably
be successful.
...... 3. A well-established business is generally a new
business.
.... 4. You might need more workers if you expand
your business.
...... 5. lf the market for a product is strong, lhere are
a lot of customers who want it.
...... 6. When you make small talk, you may discuss
a serious family problem.
•..• 7. When a conversation flows, there are many
moments of silence.
...... 8. People want to achieve their goals.
O 5 r;:> Work in pairs. Explain why the sentences
you didn't tick in Exercise 4 are not logical.
C9 6 Match A t o B to form sentences.
A
1. We hope to increas.e our business
2. Before you entera market,
3. Making small talk is one ot the skills
4. A valued customer
5. 1'11 give you a call so
6. An example of a rapidly·growing field
7. We exchanged business cards
B
..... a. you need to succeed in business.
...... b . we can set a meeting soon.
...... c. is virtual reality - we are seeing it more and more.
...... d. during a coffee break at the convention.
...... e. by developing new products .
..... f. is importan! for your business.
...... g. you must find out about your competitors.
C9 7 Write the words and phrases below next to the
correct definition.
body language • make eye contact • nod
represent • thoughtful • vender
1. act or speak officially for someone ................................- ..........
2. move your head up and down to signal agreement
3. communication by rrnovement, not words
4. look at someone directly while they look directly
at you .......- ............... .................
5. showing that you have considered something
carefully ............................................
6. a b usiness that sells products ..........- ................·-······.....
o YourTurn
Work in pairs. Imagine you are a
businessperson at an exhibition. Make small
talk with another businessperson.
Student A: You are the Marketing Manager at
H Toys. You are standing next to your company's
booth .
Student B: You are the Purchasing Manager at
Cole Department Stores.
Follow the flow c hart on page 11O and act
out the conversation.
F Worlcbook, page 20
•
 Getting Started: Vocabu/ary (page 149) )
Read the e-man abo ut travel arr angem ents.
◄>) 68
Circle the correct answer.
To: JI Robetts
From: Ron Edwards
Su:,jeet: Tnp to Beljing
HelloJill,
l've made all the arrangements for your trip to Beijing with Adam.
1'11 quickly run through your itinerary here.
1 have booked two business class return tickets on direct flights.
Outbound flight:
Flight number TA 145 from London, Heathrow, to BCIA (Beijing
Capital lnternational Airport). Departure is on Sunday, 3rd March,
at 3.30 pm. Arrival is on Monday, 4th March, al 8.30 am, local lime.
lnbound flight:
Flight number TA 132 from BCIA to London, Heathrow. The flight
takes o ff on Sunday, 10th March, at 11.00 am and lands at
Heathrow on 1oth March at 3.30 pm.
The air1Ine will send each of you a comfinnatíon e-mail with your
e-ticket withln 48 hours. Let me know if you don't receive ít.
l've also organised the rental of an intermediate car (automatic)
for you r trip. The car will be waiting for you al Check Cars at the
airport (their office is near the taxi ran'k). At the end of your trip,
you drop off the car there, too. lnsurance and unlimited mlleage
are included. You will gel an e-mail with your car rental voucher
soon. You will need to show that and your driving licence when
you colleot the car. lt's only a short drive to your hotel.
lf you need me to do anything else, please let me know.
Thanks,
Ron
Jill . ...
1 . is going on a business trip with Adam / Ron
2 . will / won't need to changa planes
3. leaves the UK on Monday / Sunday In the morning /
afternoon
4. will spood seven / ten days in China
5. will come home on fllght TA132 / TA145
6. will have an eleotronic / a paper ticket
7 . is going to d rive / take a taxi from the airport in Beijing
8. will / won't have to pay extra if she does a lot of driving
Go online and find out how much it costs for
a business class ticket from Heathrow Airport
to Beijing Capital lnternational Airport,
returning one week later. Find out how much
it costs to hire a car for that time.
Car renta! agencies c lassify cars according to
manual or automatic and according to size.
Different agencies cl assify cars differently:
small: compact / economy
medium: intermediate/ mid-sized / full-sized
standard large: luxury / premium
◄>) 69 An administrativ·e assistant is talking to
a representative at an airline's call centre.
Listen to the dialogue and complete the sentences.
Use the prompts in brackets to help you.
1. The original booking was for ............................................. .
(date)
2. The original flight number was SA _............. _ __
(number)
3. Leo Hunter wants to fly from London to
............................................. (place)
4 . There is no charge to change a flexible ticket as
long as it is less lh8f1 _ ................- ...................... hours
befare the !light. (number)
5. The only seats on 21 st July are in .............................................
c lass. (type of ticket)
6. The new flight leaves London at .....- ....- ...- ....- ..........- .... .
(time)
7. Leo Hunter's seat is ............................- ........... A. (number)
8. Online check-in is ......................- .................... hours before
the flight. (number)
◄>) 69 Listen to the dialogue again a nd complete
the sentences.
1. 1made a ................................- .......... online for our CEO for
20th July.
2. May I have the ............................................. name and flight
number, please?
3. l'm afraid business c lass is fully ........................................... .
4. 1can offer him a seat in economy class o r place
him on the ................ .................- ........ list.
5. The direct !light on 22nd July has been
6. The check-in desk ............................................. two hours
before the flight.
7. He can check in ............................................ 24 hours before
his Oight.
YourTurn
Work in pairs. Writ,e a dialogue similar to the
one in Exercise 2 111sing the expressions from
Exercise 3. Practise your new dialogue.
 W orking with Vocabulary e 8 Complete the sentences w ith the words and
phrases below.
( IC/IS ) VOCABULARY PRESENTATION drop off • insurance • passenger • rental car

04 Match A to B to form expressions related to

travel.
unlimited mileage
1. We collected our ...........- ............................... at the airport
and d rove straight to the coast.
A B
2. 1prefer driving to being a ................- ...- .......... _...... .
1. boarding ..... a. assignment
3. We can ...- ....................................... our car at the airport
2. direct ..... b. flight before we fly home.
3. driving ..... c. licence 4. lt's good that ...........................- ............... is included in the
4. seat .... d. rank price, as we have a lot of driving to dol
5. taxi ..... e. p ass 5. You must get ,.."'.............,,."'.....,,,....,,...,.. when you hire
a car in case you have an accident.
O5 Write three sentences using sorne of the
expressions from Exercise 4. O 9 ◄>) 11 Dave is talking on the phone to a clerk at

................................................................... ___ ............................................... a car rental agency. Listen to the conversatlon

and fill in the invoice,.

- -
........................................................ ......... ........ --- ................................
lnvoice #103692
O6 Complete the sentences with the pairs of words
below.
Name of Customer: Dave Banks
cancelled / delayed • e ..ticket / voucher
Type of car:
fully booked / waiting list • lands / takes off
•· compact intenmediate luxury
one .. way / return • outbound / inbound
stopover / vía Pick u · ....- ............................_ Time: 10.30 am
1. A ............................................ ticket takes you somewhere, Place:
but a .._................- ..................... ticket takes you there and
back.
Drop off: Date: e.. . . . . . . . . . . . . . . . . . . .':':"
2. When your plana leaves the airport, it
~.1
Time: • .....................-.... ..... .... Place: r.1s.-................._............................................

............................................. . When you arrive at your Number of drivers: 6..... ......- .................- ...........

destination, it ............................................. . Payment method:

3. lf your journey includes a ............................................. in 7
cash
• ["' cheque n [1 credit card
Dubai, for example, it means that you are flying Price for car renta!: a. .. .....................................
......................- ...... ........... Dubai.
Extras: .. .... ...... .... . (ES per day)
4. You get an .............- ................- ......... when you book
a flight and a ............................................. w hen you book Total: .............................................
a renta! car.
' 1
5 . An ......................... ___ flight takes you to your
What are the advantages and , ,
destination and an _..........- ... - ..............- .... flíght brings
you home. disadvantages of hiring a car or using
public transport when travelling abroad?
6. lf your flight is .....- ................- ................. , it is late. lf it is
............................................. , it isn't going to leave at all.
7. lf a flight is ............................................. , you can ask to be
put on the ........................................- ..
Work in pairs.

e 7 ◄,) 10 Circle the correct answers to complete

the text. Listen and check your answers.
Student A: You work at a car renta! agency.
Student B: You are at the airport and you
need to hire a car.
lf you want to travel by p lana. first, you need to '· check in /
Follow the flow chart on page 110 and act
make a reservation. Toen the air1ine will send you a
2• confirmation e ..mail / gate. This will tell you what your out the conversation.
3. !light information board / itinerary is. This will include what

time your !light leaves (your • check..in desk / departure time)

and what time it gets to its destination (your 5· arrival time /
excess baggage). You can 6' check in / make a reservation
online oral the 7· check.. in desk / departure time at the
alrport. lf your bags are very heavy, you may have to pay an
extra oharge for 8 · arrival time / excess baggage. You have to
watch the 9 • flight information board / itinerary to see wh ich
,o. confirmation e .. mail / gate your !light leaves from.
 O Getting Started: Vocabu /ary (page @ C9 2 The company needs three executive suites with
single occupancy for tour nights in September.
O 1 ◄>of) requirements thatfora manager
12 a hotel. Look at the list
Read the advert
has written for
lts budget for these hotel reservations is
€1 ,800. Is the hotel in the advert suitable?
an upcoming business tllip. Copy the words
from the advert that show the hotel can satisfy -····-··----·"'- ·""·-·"---····-··········-·..·-···..······- ···..·····---··-·- - -
these requirements.
C93◄>)73 The Financia! Director's personal assistant,
Ross (A), is talking to a reservations clerk at
a hotel (B). Complete the dialogue with the
words below. Then listen to the dialogue ªnd
check your answers.
FIVE STAR HOTEL assistance • January • night • seats • dates
SPECIAL BUSINESS DEAL quotes
Our facilities will moke your business trip A: Hello, l'm calling from BH lmport & Export. We're
o comfortoble ond successfuf experlence. checking out different hoteIs for a business
WHAT DO WE OFFER OUR GUESTS? trip from 17th till 19th of 1• ........ .................................... .
• o centrol locohon 8 : How many people are we talking about?
• 275 luxurious executive sulles A: A party of 12, and we'd like 12 executive suites.
• rooms equipped wilh h1gh-speed Wi-Fi 8 : Let me check our vacancias. Yes, we've got 12
• severo! conference rooms for presentotions ond meetings executive suites for single occupancy on those
• room service 24 hours o doy 2.
• tronsfer to ond from lhe oirport A: Good. What a. e your rates?
• business cenlre ror printing
8: lt's L150 per 3 ............................................ for each room,
• filness cenlre, sw,mmlng pool ond spo
hall board. Would you like me to book the rooms?
• lhree reslouronts offering local ond intemotionol cuisme
prepored by top chefs A: Not yet. First. l'd like to get •· ......................- ....... .......
from another two or three hotels.
RATES PER NIGHT
8: 1understand, sir.
A: l'd a.so like to know if we can book a pnvate
Low seoson
(Jonuory-April)
room for the 2 of us at the hote restaurant
for business dinners on both evenings.
High seoson
(Moy-December) 8: Yes, you can. Our Tulip Room s.-........._ ............... - ...- ....
• Ali suites non•smoklng 12. lt's véry élegant, with a pléásant atmosphéré
for business dinners.
A: What type of cu1sine do you serve?
8 : We serve Chinese, Japanese and Thai food.
Our head chef is from Thailand.
A: Lovety. Thank you for your 8 · _ _ _ .......- ...- ...- • •

C9 4 Read the dialogue in Exercise 3 again.

Company's Requirements:
Wewant ....
1. to be in the middle of Hong Kong
2. a fast Internet connection in our rooms
3. to be able to hold meetings
Write T (true), F (false) or OS (doesn 't say)
next to each statement.
..... 1. This is the first hotel Ross has called.
...... 2.Ross is helping to organise a party.
..... 3. The hotel has enough rooms available.
..... 4. The total cost per person is L150.
..... 5. Ross books 12 rooms at the hotel.
..... 6. Toe people from 8H lmport & Export won't
have time to go out for dinner.
..... 7. The hotel restaurant serves Asian food.

4. to be able to create hard copies of docurnents

l•i•iiii,hl,K:J 1
Wo"' ;, pa;,s. Pra<tise the o;alog,e ;, Exen,;se 3 .
5. exercise facilities Pay attention to the expressions in colour.
1
 W orking with Vocabulary e 7 Complete the sentences with the words below.
standard single • low executive full
( IC/IS ) VOCABULARY PRESENTATJON luxury double half • hígh

O5 Circle the TWO correct answers. 1. lf we go on holiday during .......- ................- ..............
season, it'II be more expensive than during
1. A business centre will probably have .. . . ............................................. season.
a. computers c . a spa 2. An ........._................- .............. suite is a room in a hotel
b. a photocopier usually used by businesspeople.
2. Hotel facilities may include a ... . 3. A ......- .................................... room is for one person and
a. bar c . waiter a ............................................. room is for two people.
b. laundry service 4. A ............................................. suite in a hotel is more
elegant than a .......... _............................ room.
3. A chef ....
a. creates recipes c . serves meals 5. lf you choose ............................................. board at
a hotel, you get three meals a day. lf you choose
b. prepares food ............................................. board, you get breakfast and
4 . lf a guest orders room service, the guest lunch or dinner.
maywant a ... .
a. different room
b. drink
c. meal e 8 Complete the sentences with words from
Exercises 5, 6 and 7.

5. A fitness centre has often got ....
a. exercise equipment c . a swimming pool
b. a kitchen
1. "1'11 be staying at the hotel alone, so l'd like to
book a .... _ _ _ _ ........... ," said Brian to the
reservations clerk.
2 . "There are always more vacancles during

O6 Match the words in A to the definitions in B.

...........- ............................... ," thé hótél manager saíd.
3. "My kitchen prepares lndian ............................................. ,"
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 .....- .......... - ........................ of ten,"
3 . cuisine 7. vacancy said Sandra.
4. tip 8. transfer 5. "We're ready to go. Can you please bring us
our ............................................. ?" Sharon asked the
B ............................................. at the restaurant.
...... a. a style of cooking
...... b. very comfortable, elegant or enjoyable
...... c. M available room
...... d. cigarettes aren't allowed Work in pairs .

...... e. a document that says how much you have to pay
...... f. transport from the airport to your hotel
...... g. a group of people doing something together
...... h. extra money paid to thank a person for
giving a service
1- -Find out more~
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?
Student A: You are arranging a business trip
for two members of the senior management
team. They have sorne specific requests, so
you decide to call the Jenson Hotel, as you
can't find ali of the information you need on its
website. Use the information on page 111 . Can
they afford to stay there on their budget?
Student B: You are a reservations clerl< at the
Jenson Hotel. Use the reservations form to ask
questions and the information on page 124 to
answer the customer's questions. Complete
the reservations form.

Sorne words have gol more than one meaning,

like tip and party.
Read this he/pful tip.
Don't forget to /eave the waiter a tip.
l'm having a birthday party.
/'d like to book a table for a party of 20.
How do you say each of these words in your language?
 Reading
O 1 ◄>) 74 Read the e-mall. Circ le the correct answer.

To· emdy.JacksonOsoff,tech.nett
From. ph1l1ppa.rankin~ff1tech.nett
SubJect. Exh1bi1JOn 2023

Hello Emlly,
1hope that you are well.
1know we stlll have two mont'hs befare the exhlbltion. but I think we need
to start thlnklng about how to get the most out of lt.
lt's very lmportant that we get the deslgn of our booth rlght. Could you do sorne
research lnto companles that can help us wlth thls? As a startlng polnt. you could
spe.ak to Jeremy, as I know he used a company to help hlm with a booth last year.
1thlnk the standard slze of a booth at the exhlbltlon 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 slx metres by three metres. That wlll mean that we can have sorne
really large display boards to attract vlsltors. Another reasorn I would llke a large booth
Is so that we can have a comfortable seatlng area. People are more llkely to spend
longer at our booth if they can slt down and have a cup of tea or coffee. Let's try to
get them to come to our booth lnstead of golng to the café - and then we can slt wlth
them and start talklng. Could you also get sorne quotes for sorne free glfts that we can
glve away? 1was thlnklng pens, pen drlves. notebooks. etc. wlth the company logo on.
We also need to have tablets set up, so that potentlal customers can try out sorne
of the latest software that we have produced. 1thlnk we'll get a lot more lnterest lf
people get the opportunlty to see how good our products are.
The Deslgn department has created the promotlonal materia Is. They are on the
Intranet In the 'Exhlbltlon 2023' folder. Can you get sorne quotes for how much lt wlll
cost to get these prlnted? There are two leaflets and a broch ure. 1thlnk we'll need
about 200 copies of each of tlhem.
Thanks and let me know lf you have any questlons.
Phlllppa

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

a. July a. she thinks they will encourage people to stay
b. August longar at the booth
c. September b. she wants to be able to sit down with a cup of
tea or coffee
2. Philippa wants Emity to ....
c. there lsn't a café al the exhibition
a. design the booth
6. Sorne of the things that Philippa wants to give to
b. find out about booth design companies
visitors to the booth are ....
c. hire a booth design oompany
a. notebooks, pens and pen drives
3. Jeremy was involved in organising a booth in ....
b. pens, pen drives and software
a. 2021
c. software, tea and coffee
b. 2022 7. 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. two booths together c. printing the prornotional material
c. two separata booths

Writing
4D 2 Wrlte an e-mail telling employees at the
company where you work about an exhibition
you are going to attend.
lnclude:
• wtlat the exhlbition is called and what it is about.
• wtlen and where it will take place.
• wtlat people can expect to see there.
• wtly you thlnk employees will flnd the exhibition
interesting or helpful with their work.
• a contact name and number for further enquiries.
Useful
Language
Come and participate In ... .
Yo u are invlted to attend ... .
The exhibition will take place from ... to ....
The exhibition will take place at ... .
lt will feature ....
The exhibition attracts ... .
The event will be of interest to ....
The exhibition offers professionals the
opportunlty to ... .
For more information, contact ... .
• Writing Guide, page 134
Listening
4D3◄>) 75 Two people start talking at a business
exhibltion. 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. Steve's company needs to start using
accounting software because the 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 works ín IT.
...... 6. Right Amount Solutions is working on a versíon
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.
Review 5
Speaking
O4 ~ Work in1pairs. You are at a business
exhibition. Read about your role and then have
a conversation wilh your partner.
Student A: You work in Procurement - finding
products to sen - for a chain of sports shops. You are
looking for products to add to your ranga. You want
tracksuits, swimsuits, football boots and trainers.
Your company doesn't sen the cheapest brands - only
middle to top of the ranga. Your shop sells clothing for
men and women.
Student B: You work in Sales and Marketing for
a company that makes trainers. You have sorne
new designs. You have samples at your booth. Your
products are for sale at a price in the middle of the
ranga. You have designs for men and women.
Listening
O 5 ◄>)76 A manager is talking toan office
administrator. Listen to the dialogue and an swer
the questions.
1. When is Alex travelling for work?
2. What makes the hotel a good place for people
who need to work?
····-···········-····----···..···-····--·····-····-··········-··- - - - -
3. What optíons are there lf you want to do sorne
exercise?
_____ -
,, ........,_,,,.............. ..................., ____
4. Why did Kelty book a table at the hotel restaurant?
5. What cuisine does the hotel restaurant serve?
6. Why is Alex unable to relax?
7. How much does a room cost?
......................., _, ___ .................................,_.,
,,._,,
8. Is the cost of a room more or less than what Alex
___
expected?
Speaking
A
W 6 ~ Work in pairs.
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.
 Getting Started: Vocabulary (page 150)
1 ◄>) 11 Read the page from the company Intranet. Complete the sentences with the numbers below.
• one two three four five
O: How much annual leave does an employee receive?
A: Employees who work a five-day week receíve 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. lf
requestíng 10 or more days of leave, employees must gíve 14 days' notice.
Q: Can the employer refuse to give leave?
A: The employer may restrict when leave can be taken, for example, at
certain busy periods but can't refuse to let workers take any leave at ali.
O: Can an employee carry over leave from year to year?
A: f an employee has not taken the amount of annual leave
he/ she is entitled to, the employee will be able to carry
over a maximum of five days to the fohowíng year.
Q: Does the employee have to provide a doctor's note to the
employer for sick leave?
A: An employee who is on s1ck leave for seven consecutive
days or more must provide a síck note signed by
a doctor.
O: Can an employee take leave for a sick child?
A: Employees are entitled to three days of unpa1d
leave to attend to personal malters.
2 ◄>) 78 Peter, the HR Director, is talking to Carrie,
a new Administrative Assistant in the HR
O3
department. Li sten to the dialogue and circle the
correct answer.
1 . Ganrie is going to explain clocking in and out to
sorne new starters today / tomorrow.
2. Ganrie has already read all / sorne of the
regulations.
3. There are no / sorne situations where employees
are allowed to swipe their co-workers' cards.
4 . Employees occasionally / often swipe each
olher's cards.
5. lf employees lose or forget their card, they must tell
their manager / security straightaway.
6. People have used a card that they found to come
into the offices on one / more than one occasion.
A phrasal verb ís a verb that is followed by
one or more particles. 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.
1. An employee is entitled to ._..............................- .........
weeks of annual leave.
2. An employee rnust tell the company
___ ........................ weeks in advance if he / she
wants to take a holiday of 1O days or more.
3. An employee can save up to - - -..- ...- ...- ....
days of his / her leave from one year and use
lt the following year.
4. An employee must bring a sick note if he / she
is off worl< for .................................. week or more.
5. An employee can take up to .......- ................._...............
days of unpald leave to do thlngs like looking
after a sick child.
' 1 ,
Which is more important for ' '
you: a high salary or good
working conditions? Why?
Replace the words and phrases in bold with
the correct word or phrase below.
anrive careless • co-worker's • employee's
leave • notify very importan!
1 . 1should instruct them to clock in when they enter
the building and clock out when they exit the
building. ............- .................- .....................- .......................- .....
2. They must never, under any circumstances, swipe
a colleague's card for him / her! ....- ......................................
3. We need to know each worker's worl< hours.
4. They rnvst tell secvrity immeoiately.
5. That doesn't mean they can be irresponsible with
their card ........................_....................
6. Security is vital here.................................._.........
YourTurn
Work in paírs. Use the sentences from
Exercise 3 to write a dialogue similar
to the one in Exercise 2. Practise your
new dialogue.
 W orking with Vocabulary O7 Match A to B to form sentences.
A
( IC/IS ) VOCABULARY PRESEN TATION
1. lf you want to take more than 1O consecutive days
O4 Tick (✓) the sentences that use the words and
phrases in bold correctly.
2. You must submit a request through the holiday
tracking system
•.... 1. A parMime employee works more hours than 3. According to our company's regulations,
a fu ll-time employee. 4. Did your line manager approve your request for
...... 2. A busy period is 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
workwith. B
.... 4. Employees go to work during their annual leave. •.... a. if you want to take time off for any reason.
..... 5. lf you take a week of 1Unpaid leave, you will not ..... b. or did she reject it?
gel a salary for that week. •.... c. to attend to personal matters .
..... 6 . An employee clocks in when she arrives al work ...... d. of annual leave, you have to give one month's
and clocks out when she leaves work. notice.

O 5 i;::> Work in pairs. Explaín why the sentences

you didn't tick in Exercise 4 are wrong.
...... e. you can carry over nine days of annual leave
from year to year.

6 ◄ ~ 79 e t th - - d" •th th d O 8 Complete the sentences w ith words and phrases

O > ompI e e e mini- •~1ogues w, e wor 5
and phrases below. Then hsten and check your
answers.
from Exercises 4 6 and 7.
'
1. 1didn't swipe my card this morning because the
............................................. wasn't working.
sick note • maternity leave • refuse • restrict
swipe your card paternity leave card reader 2. lt's a very ............................................. in the warehouse
overtime • sick leave right now. We need you to work ... .........................................
this week.
1. A: Do you often work ............ _.......................- ...................... ?
3. Are we entitled to ...- ...................................... any sick days
8: Yes, 1usually 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 ....- ......................- ............................. ? next week off work?
3. A: John was ill last week. He was on 5. 1submitted a request to take time off. 1hope my line
............................................................... for tour days. manager doesn't ............................................ my request.
8: Did he bring a ...............................................- ........... from 6. 1get 28 days of ·---·-..........- ..................... in my new job.
his doctor? 1 think 1' 11 start planning sorne exciting trips!
4. A: How do you clock in?
8: You ......................................................- .... through the O 9 ◄>) so Listen to a conversatlon between a company's
Shipping Manager and one of his employees.
.................................. _......................... . lt's next to the
reception desk. 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: That's true, but it can ............................................................ 2. Ruby submits her request less than / more than
when you can take holiday leave. a month in advance.
6. A: How much _ _ _ - - -· does 3. There is / isn't a lot of work at the company
a man get when his child is born? right now.
8: In this country. it's eight weeks. 4. From next month, Anne / Daniel isn't going to
work at the company any more.
5 . Mr Jones approves / rejects Ruby's request.

YourTurn
Work in pairs. You both work for a car parts
manufacturer.
Student A: You want to take sorne leave. Turn to
page 112. Explain your request to your manager.
Student B: You are Student P:s line manager. Turn to
page 125 and use the information to help you explain
why you will or won't let Student A take his / her leave.
 • Getting Started: Vocab u/ary (page ~
o 1 ◄>) s1 Read the page from a company's Intranet.
Write T (true), F (false) Oli' OS (doesn't say).
■ Security Tips
Access: Ali employees should have entry cards. The business
should control which areas on its premises each card can
access. Allow total access to as few employees as possible.
Reception: AII visitors should be received by a receptionist and
asked politely about the purpose of their visit. Do not leave the
reception area unattended at any time.
CCTV Surveillance System : lnstall a security camera system to
monitor and record people entering and leaving the office.
Alarm System: lnstall a good alarm system that will alert the
auth orities if there is a break-in.
Lighting: lnstall adequate lighting around car parks, doors into
the building, staircases and corridors.
Comput,ers: lnvest in anti-virus software and
firewalls to protect computers from viruses
and hacking, and keep them updated.
Confidential Documents: Make sure confidential
documents are locked in a secure place. They
should be shredded when no longer needed.
Training: Make sure your employees are trained to use
security equipment and follow procedures. lnstruct them to
tell a security guard if they see any unfamiliar people acting
suspiciously. For their own safety, they must never challenge
people themselves or question them about what they are doing.
o A: That's right. And you should <ilways ,og off your
...... 1. Ali employees must be able to enter all areas of
O3
the business premises.
...... 2. Visitors must wait for an employee to accompany
them within the premises.
,.. _ 3. Toe CCTV surveillance system helps to keep
track of who comes to the premises.
...... 4. Toe alarm system will notify the authorities if
someone enters the building illegally.
.._ 5. There is no need for lighting outside the building.
...... 6. Anti-virus software should be updated at least
everyyear.
...... 7. Confidential documents must only be shredded
on company premisas.
..._ 8. lf employees see someooe who should not be in
the building, they should ask them to leave.
A security camera is also called
a CCTV = closed circuit television.
Sorne businesses use a security company
to keep their office and employees safe.
Go online and find ·three services that
security companies provide for companies.
2 ◄>) sz The Head of Security (A) is explaining
security procedures to a new employee (B).
Listen to the dialogue and fill in the missing
words.
A: As you see, we've got contactless fingerprint
scanners instead of card readers. Just hold your
finger over the scanner to open a door
B: OK. That's good. 1don't have to worry about
forgetting my entry card.
A: Exactly! Now let's go over security in your office.
Here's the 1• ..................- ................ - ..... to your pedestal.
B: Thank you.
A: We have a ·clean desk pohcy, so al the end of
the day, pul everything - your 2 .......- ................- ................
aria any papers, etc. - into the pedestal and lock
it. During the day, keep any valuables ocked 1n
your pPdesta,, but we don't recommend leaving1
personal belongings in the 3. ... _........................................
overnight.
B: Sure. 1'11 take my own things • .........- ...........................
with me.
A: lf you leave your 5 ............................................. , even tor
a moment, reMember to lock your coMputer
screen.
B: In case l'm working on anything confidential?
compute when you leave at the end of the day.
Read the dialogue in Exercise 2 again. Answer
the questions.
1. Why don't employees have to remember an entry
card?
2. What can employees leave on the desk at the end
of the day?
...........·-·····..··---..·······..·········..···...,_............................,_.,,...., ....
3. Where should employees keep things like their
wallets and phones while they are at work?
4. What do the employees need to take away with
them at the end of every day?
5. Why do employees need to lock their computar
screens when they leave their desks?
........... _...._,,,,- ....·-··- - - - · - - -··..·····-···....... _,,,_,,,,_
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
 Working with Vocabulary 6 p Work in pairs. Explain what the difference
is between the sentences in each of the pairs
( IC/ IS ) VOCABULARY PRESENTATION you didn't tick in Exercise 5.
O4 Matc h the words in A
to their definitions in B.
7 Complete the mini-dialogues w ith the words
below.
A
security guard • lock safety question • key
1. software 6. monitor surveillance system • personal belongings
2. install 7. premises 1. A: Can you ............................................. the door, please?
3. security camera 8 . suspiciously B: No. 1haven't gol a .............- ........ _ __
4. viruses 9. protect 2. A: Did you .. _........................................ the employeas in
5, hacking your department about the missing items?
B: Yes, but nobody saw anyone acting
B
suspiciously that day.
...... a. accessing a computer networl< illegally
3. A: Do you think my ... .......- ............ ............. will be sale
...... b. keep safe here?
...... c. programs that damage computers B: Yes. Nobody can gel in without an entry card ,
...... d. programs used by computers and there's a ............................................. at the entranoe.
...... e. watch something over sorne time 4. A: How do you ensure your employees'
...... l . a company's buildings and land .....................................- ..... ?

...... g. put a computer program on a compute, B: We installed an excellent ............................................. that

...... h. in a way that appears to be dishonest or illegal
...... i. a machine that records what it sees in order to
keep a building sale
The field of technology often adds ' ' cupboard ..............................................
new meanings to existing words:
virus • mouse • windlow • bug • surf
What are their original meanings and
new meanings? Can you think of any
more words líke this?
O5 Tick (✓)
the pairs of sentences with similar
meaning.
...... 1. a. Employees must accompany their visitors
on company premíses.
b. Employees must offer assistance to visitors
on company premises.
...... 2. a. Toe receptionist left the receptíon desk
unattended.
b. There was no one al the reception desk.
...... 3. a. Those men are unfamiliar to me.
b. 1 recognise !hose men.
..... 4. a. We need better anti-virus software.
b. We need a better program to protect our
ITsystem.
..... 5. a. Toe alarm system tells the police when
there's a break-in.
b. Toe alarm system alerts the police when
someone accesses the premisas illegally.
lets us monitor the entire building .
o 8 The words in bold ar,e in the wrong sentences.
Write them next to the correct sentences.
1. You should lock your security cameras in the
2. The security guards alert the company premisas.
3. Severa! keys have damaged my computer.
---····-···-·..,·..,,...
4. There are two firewalls pointing at the entrance
ol the building....... ........... _....... ...... ...
5. You should install these viruses on your computar
lor salety purposes. ............................................
6. Does the alarm system question the police when
there's a break-in? .......- .................- .........- ...
7. Where are the valuables to the conference room
and the stockroom? ................- ................- .......
8. There's an unfamiliar man walking around the
lobby. A security guard should protect him .
YourTurn
Work in pairs.
Student A: Turn to page 112.
Student B: Turn to page 125.
Ask and answer questions to complete
the notes and compare work regu lations
at your workplace with your partner's
workplace. What is the same? What is
different? Where would you prefer to work?

Worlcbook, page 24
 Getting Started: Vocabulary (page 151) 2 ◄>) 84 The Head of Customer Service is speaking
with Cathy, a Customer Service Representative.
◄>) 83 Read the e-mall. Complete the sentences Listen to the dialogue and tic k (✓) the correct
with words from the e-mail. sentence endings. There is always more than one
correct answer.
New message
To: <customer_serv,ce_repr=ntativM>
1. Customers complained that Cathy ....
From: Tom Legan ....• a. didn't allow them to explain their problems
Subiect. Custome< Sat,sfact,on ...... b. dic:ln't transfer their calls properly
To all Customer Servlce Representatives, ...... c. interrupted them
Lately, I have received complaint:s from customers who ...... d. argued with them
were dissatisfied with our service. l'd like to remind you 2. Cathy explained to her supervisor that ....
that customer service affects our company's reputation, ..... a. she is always pollte
and in the long run, this will affect our ability to attract
clíents. Therefore, we must keep our customers satisfied. ...... b. there was a lot of work
Here are a few reminders of how to deal with enquiries ...... c. she was tired
or complaints: ...... d. she isn't happy at work
l. Greet each customer in a friendly manner. Treat the 3. Ms Butler tells Cathy ....
customer respectfully.
...... a. she needs to work harder
2. Listen carefully and ask questions to understand the
customer's needs. ...... b. they are satisfied with most of her work
3. Apologise when necessary. Don't argue with the ...... c sometimes customers are rude
customer and always speak calmly. ...... 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,
s. Assure the customer that you try to put yourself irn the customers' place.
wlll solve hls or her problem. The customers need to feel you're on their
Use phrases like '1'11 see what side and that you empathise with them.
can be done' and 'I will keep
you updated'.
6. Keep promises and follow up to Have you ever stopped using a company becausé '
check that problems are solved. you received poor service? What happened?
Tom Logan
Head of Customer Service 3 ◄>) 85 Matc h A to B to form sentences from the
dialogue. Listen and check your answers.
A
1. l'm afraid there have been sorne
2. He complained about
3. That's no
4. You were very impatient
1. Customers are unhappy with the ............·-···- ..···•..·······-·
they received from the company. 5. You must handle
2. Tom Logan is worried that 1f the company gets a bad B
.................................... , it wlll make less money. ...... a.excuse.
3. lt's important to be .... ............... ................. and behave ..... b. and you interrupted her.
................. .... ................. . to customers.
...... c. not getting a chance to explain his problem.
4. Ask the customer questions to find out what his / her
_.... d. complaints from customers about you.
····- ··-···············-··········- are.
•.... e. customer complaints professionally.
5. You must never ........... ........................ with the customer.
6. Find a ... . .............................. for the problem that will
please the customer.
l'i•i•ii•••••«::JI
Work in pairs. Use the sentences from
7. Contact customers again later to .......................-····-····-·· Exercise 3 to write a dialogue similar to the
that everything is OK. one in Exercise 2. Pr.actise your new dialogue.
 Working with Vocabulary O6 Use the words and phrases below to complete
the sentences.
( IC/ IS ) VOCABULARY PRESENTATION 1
argue • enquiries • reputation • keep a promise

O4 Tick (..') the sentences that relate to good

customer service.
treat • in the long run • salve • assure
1. That company has gol a bad ................................- ..........
because of its poor customer service.
...... 1 . The customers are satisfied with the seNice
2. You musttn't ....._................_.................. with customers.
they receive.
Stay calm and professional.
...... 2. The reps are often rude to customers.
3. There have been many ......................_..._.............. this week
..._ 3. The reps respond calmly to customers' about our new XY20 phone. People want to k now
complaints. when it'II be in the market.
...... 4 . The reps are usually impatient. 4. We must .................·- ················-··· all our customers with
...... 5. The reps always speak respectfully to respect and always speak politely.
the customers. 5. The directors had to cut a lot of jobs, but
...... 6 . The reps always greet customers politely. ...........- ....- ................_..... , it was the only way to save
the company.
O5 Match the words in A to their definitions in B. 6. Did you .........................................._ the customer that she
A would gel the delivery by Tuesday?
1. remind 5. deal w ith 7. lt isn't always easy to ............................................. problems.
2. refund 6. dissatisfied but we always find a way to keep our customers
happy.
3. replacement 7. exhausted
8. You mustt always ....·-······.........._.................. that you make
4. manner 8. apologise to a customer.
8
...... a. the way something is done 0 1◄>)86 Two Customer Service Representatives at
Lloyds' Office Equipment rec eive c omplaints
...... b. very tlred
on the phone. Listen to the conversatlons and
...... c. substitution
complete the forms below.
...... d. cause someone to remember
..._ e. handle Complaint received by: Matt Jenkins
...... f. say you're sorry Customer's name: Mrs Jackson
...... g. unhappy
Company name: Lake Tours
...... h. money that a company gives back to
Description of complaint
acustomer
• - -- -········..·········•........................._..........................................
Action taken:
b ..................................- .............................................................................................

• Complaint received by: Jade McAr thur

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

Action taken:
d

Student A: You are a Customer Servioe Representativa at

Uoyds' Office Equipment .
Student B: You work for AII Adds Up Aocountancy Lid. You're
phoning Uoyds' 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 pacts.
Follow the flow chart on page 112 and act out the
conversation. Then swap roles and inventa new scenario.
 O Getting Started: Vocab u/ary (page @ C9 2 ◄>) 88 The Director of Customer Service (A) is

49 1 ◄>) 87 Read the e -mall. Answer the questions.

discussing a complaint with a customer (B).
Complete the dialogue with the words below.
Then listen to the dla1ogue and check your
To: Ms Pholips answers.
From: Ellen GIi
Subject: HOliday complaint
asslst • goods • manager • may • soon
A: Helio, Stradford Antique Company, Amy Kim
Dear Ms Phillips, speaking. How '- ............................................. 1 help you?
Following our telephOne conversation yesterday, 1am writing B: Helio, this is Mikhail Romanov from Moscow
to give details of my complaint about my family's holiday al Antiques. 1m af aid l've gol ca very se ·Ious
Sun Hotel in Rhodes from 9th to 16th July 2023. con plaml. That's why I asked to be transferred
We booked the hOliday through SunTours alter seeing it toyou.
on your website. l'm afraid the hotel was not at ali like it A: 1see. Whnt is the ma ter, Mr Romanov?
was presentad in the onhne brochure. Although the hotel
is supposed to be a four•star accommodation, the rooms B: AII the 2 ..............._ ................ _ ........ you sent us are broken!
were small and uncomfortable. The air condilíoner was very 1 think the container must have been dropped.
old and made a noise. The curtains in one of the rooms Th1s w,11 Iave serious co Isequences for our
were torn! In addition, there were problems with the hot business.
water and the rooms smelled of cigarette smoke. Moreover, A: apologise most sincerely, Mr Romanov. 1
there was a problem with the swimming pool, so it was will talk to the 3 ............................................ of the Export
closed because of a technical problem they couldn't solve. Department, Mr Ciar!<, to see how we can
1feel that we are due a full refund for this holiday, and 1 • ......................................._... you.
also inslst Of'1 receiving compensation as we were anvery B: You have insurance. don't you?
disappointed. The hOtel was very different from how it was
described on the website, and it certainly failed to meet our A: Yes, of course. lt sounds like we'II have to make
expectations. a claim. Don' t worry. As you know, we va.ue you
as a custome and l'm su ·e we'I fi, d a way to
I IOOk forward to hearing
compensate you ror the Incorwe'1Ience
from you within the next
twoweeks. B: 1hope so. l look forward to hearing from you very
5.
Yours slncerely,
Ellen Gill A: l'I be n touch ,..,,11- you, Mr Romanov,
in the next few hours.

3 Read the dialogue in Exercise 2 again

and complete the complaint form.
Com lamt Form
Str adford Anti que Company
1
Customer's name: ............ - .........................- ..........- ...................... - ... .

We use connectors of addition such as moreover, Customer's company: 2

...........................................................................
furthermore, in addWon andas we/1 as when 3
Complaint re ceived by: .......... _ _ _ _ ...................................
introducing more similar ideas.
In addition, there were problems with the hot water. Oescription of complaint • ....................................................................

1. Why does Ellen Gill write the letter'? 5

Action taken· ......- ......... ·- ··· -..........- ••- ....- ...- ................- •••_ ...........

- - -······-················· ..················-···········..··-··········-···
2. Why was she dissatisfied with the rooms?
Find five reasons in her e·mail.
a................................................._...................................... _ __ 1 Find out more~·'
b ...............................................................................................................
Find examples of complaints against companies
c . ................- ......................-..........- .......................- ...···--- online. How effective do you think these
d . .............................................................................................................. complaints are? Cid the company respond? lf so,
e................................................................................................................ what do you think of its response?
3. What other problem was there at the hotel?
---·······-····-·····-····-·················-··········-···--··········-····
4. What is Ellen Gill requesting from SunTours? Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
 W orking with Vocabulary 91 Complete the sentences w ith the words below.
at our expense • failed to meet • faulty part
( IC/ IS ) VOCABULARY PRESENTATION 1 insists on • repaír • supposed to

04 Matc h each of the sentence beginnings in A to

two of the phrases in B to form logical sentences.
1. Al! of the shirts are torn. There's no way to
...........- ................................................. them.
2. The machina doesn't work because it's got
A
a ................................- ................._..._.. .
...... ...... 1. The dress
3. We will ship the goods .......................................... - ..................
...... ...... 2. The printer instead of charging lthe client.
............ 3. The milk 4. The customer ......................................._..................... getting
B a refund, not a replacement.
a. makes a noise. 5. We were .................·- - -- ·..········· receive the order
b. is torn. yesterday, but it nevar arrived.

c. isn't fresh. 6. These products ....................................................·-·····- our

requirements.
d. has got a hole in it.
e. tastes bad.
f. is missing a part.
Work in pairs.
O5 Write each word or phrase below next to its
definition.
Student A: You are a customer calling the
Director o f Customer Service of Techno Toys
defect • be in touch • inconvenience to make a complaint. Turn to page 112 and give
overcharge • under warranty the necessary details.

1 . ....................... _................... : have contact

Student B: You are the Director of Customer
Service of Techno Toys. Turn to page 125. Ask
2. ....................... - ................... : is guaranteed questions to fil! in the complaint form and suggest
3 . ............................................. : something wrong a solution to the problem.
4 . ......................._................ _ : ask for too much money
5 . .... _..................................._ : difficu lty caused

O6 The words and phrases in bold a re in the wrong

BO Worlcbook, page 26

sentences. Write them next to the correct

sentences.
1. This is 901ng to have serious expectations unless
we solve this problem today. _................ - .......................
2. The curtains that I ordered from you arrived,
but they're d ue - 1can' t sell any of them.
•
3. They said their compensation was competitive,
but I thought their products were really expensive.

4. You w ill need to credit your account on your

insurance . ............................................
5. We were torn w ith the quality of the shoes. They
weren't as good as we'd expected . .............................................
6, 1had hoped that this new software would sotve all
of our problems. Unfortunately, my consequences
were unrealis tically high . .............................................
7. In my opinion, the service we received was
disappointed. 11 wasn 't bad, but it wasn'I very
good either.....................................- ......
8. We will make a claim w ith the amount you
were overcharged. ............- ..............................
9. 1 think we deserve sorne pricing for all the
problems that we've had.. _.........................................
tO. Since the goods you sent were damaged,
we are satisfac tory a ful! refund, in my
opinion. ......................................·- ···

•
 Reading
49 1 ◄>)89 Read the e-mall. Write T (true) or F (false) next t o each statement.

To All STAFF
From Graham Hardcastle
Subt«t New securíty measures

Dear ali,
As you know, last saturday nlght, théré was a bréak-ln at our offltes and some tomputér eQulpmént
was taken. There have also been other lncldents In the last two months where people who shouldn't
be here have come lnto the building durlng the day. Whlle none of these people caused any problems,
we thlnk that we need to lmprove securlty for the building. 1would llke to take thls opportunlty to
explaln sorne of t he new measures.
At each of the entrances, t here wlll now be a securlty guard anda card reader. You wlll ali have a card
t hat you wlll have to swlpe In order to get lnto the building. We wlll send out t he cards next week.
We wlll also be lmproving the surveillance system. This wlll include more securlty cameras, whlch
wlll allow us to monitor most areas of the building. There wlll also be a more effectlve alarm
system, beca use our current one failed to alert the pollee durlng the break-In.
In addltlon to protectlng the premises more effectlvely, we also want to lmprove our cyber
securlty. Hacklng Is a real threat to buslnesses llke ours, so the IT Department Is worklng
to ldentlfy the best firewall and anti-virus software for us to use. 1wlll keep you updated
about thls process.
And, of course, we want to keep you ali safe. For thls reason, we wlll be lnstalllng better
llghtlng outslde the building. lf anyone would llke a securlty guard to accompany them to
t he car park, Just ask - 1know that people don't always feel safe t here lfthey are returnlng
to thelr car, especlally late In t he evenlng.
lf you have any questlons .about any of thls, please don't hesita te to contact me.
Best wlshes,
Graham Hardcastle
Head of Securlty

...... 1 . Sorne people carne into the building in the
daytirne and stole sorne things.
...... 2. Employees won't be able to enter lhe building
if they don'! swipe lheir card.
...... 3. Toe ernployees already have their cards.
..... 4. There are currently sorne seourity cameras in the
building.
..... 5. They are worried about people íllegally accessing their
cornputer systern.
..... 6. Security guards will rnake sure ernployees gel to their
vehicles safely if they want thern to.

Writing
O 2 Wrlte an e-mall of complalnt about
something you bought that was faulty.
lnclude:
• the reason you are writlng the e-mail
• the ítem you purchased
• where and when you bought it
• what is wrong with it
• the action you expect to be taken /
the compensation you expect
Useful
-Language
1am writing with regard to ... .
1wish 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 inconve nience.
1feel that you should offer us some form of compe nsation.

G Wrltlng Guld e, page 135

Please look into the matter as soon as possible.
l look forward to hearing from you.
 Review 6

Listening Listening
4D 3 .,.,, 90 A staff member of Human Resources
at a company is talking to a group of new
4D 5 .,.,)91 A customer is talking to Sam, a Customer
Service Representative. Listen to the dlalogue
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:
..... dresses
2. Who do you lnform if you lose or forget your
....• shirts
card?
___
............................................................................
3. Why is it important that you give a temporary card
....................... ....• pairs of trousers
4. Customer's request: ................_...................._.................................
back? 5. Next step· ...........................- ...········- ···..·..········...................
6. Follow-up call in: ..............................................................................
4. What two reasons does the speaker glve for why
leave might be refused? Speaking
5. How much notioe would you have to give if you 0 6p Work in pairs.
wanted to take 12 days off in a row? Student A: You are the Head of Customer Service.
You need to speak to Student B, a Customer Servlce
Representative, about the way he / she talks to
6. What two factors does the speaker mention that customers. Tum to page 112.
will affect how much leave someone gets each
Student B: You are a Custorner Service Representativa.
year?
Listen to the Head of Customer Service's complaints
about your worl<. Turn to paga 125. Use the points
7. When do you have to get a letter from your doctor provided and add your own Ideas to explain why these
confirming that you were 111? things happened.
····- ······························- ·····-······························-··- - - · · · ····················

Speaking
4D 4 p Work in pairs.
Student A: You are welcoming a new employee to
the company where you work. Turn to paga 112 and
answer Student B's questions.
Student B: You are a new employee. Turn to
page 125 and ask Student A questions.
 Getting Started: Vocabulary (pa,ge 152)

1 ◄>) 92 Read the artlcle. Write T (true), F (false) or DS (doesn't say) next to
the sentences.

When you launch a new product, you want to get as much of the market share as possible. This
is why it is imporlilnt to know exad ly what your customers want when developing a product.
One good way of getting a lot of data is to send out questionnalres, but this might not give you
the lnsights you need to lnterpret the data. Although market research lnterviews eon take a lot of
time to conduet, they allow you to real/y find out what your customers thlnk and what they want.
The stages of planning market research interviews:
A. What is the purpose of your survey ? What lnformation D. Start with general questions befare becoming
do you want to find out? This determines who you wi/1 more specific. Don't inffuence the interviewee with
interview and what questions you wi/1 ask them. the way you ask the question. For example, ask,
'What Is your oplnion of fast food?' not 'Do you
B. You must interview the right type of people to get the agree that fast food Is bad?'
information you need. You must a/so ask yourself how
many people you will need to ínterview. E. Befare condueting your interviews on your
target population, test your questíonnaire on
c. There are different intervíewing methods. Examine the a sma/1 group of people to check if there are any
advantages and disadvantages of each method befare problems.
you decide on the most suitable one for your purposes.

-···· 1. lnterviewing customers is more useful than
questionnaires.
...... 2. The most importan! step is to decide on the
objective of your survey.
-··- 3. lt doesn't really matter who you interview.
·-··· 4. You should choose the type of interview you
want to do.
·-··· 5. The type of question doesn't affect the answer.
...... 6. When you practise your lnterviews, you should
take notes.

e 2 ◄>) 93 Jim and Janice are discussing how to do

market research for a new product. Listen to the
o 3 ◄>) 94 Put the words into the correct order to form
sentences from the dialogue. Then listen and check
dlalogue 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 going to make something that
people can use In the bathroom / kitchen. 2. we /personal/ Perhaps / conduct / interviews / should / .
3. The market researchers have d one sorne /
haven't done any market research before now.
3. survey / telephone / is / A / cheaper / faster / and / .
4. Janice doesn't like 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'II /to / people / reach / .
5. Jim thinks that sending out marketing e-mails ---- - - -··········-····-·····--···-··..······-····-····-····- ··········-
won't give a good impr,e ssion of their business / 5. about / e-mail / How / an / survey / ?
costs a lot of money.
6. Janice agrees / doesn't agree that a web survey 6. could / to / We / a / link / video / include / a/ .
is a good idea.

7. web / the / to / method / is / Perhaps /a/ best /

A simple definition of marketing is:
Putting the right product in the right
place, at the right price, at the right time.
survey / conduct / .
o Work in pairs. Use the sentences from
Exercise 2 to write a dialogue simílar to the
one in Exercise 1. Practise your new dialogue.
 W orking with Vocabulary O7 Match A to B to form sentences.
A
( IC/IS ) VOCABULARY PRESENTATION
1. You conduct a survey
O4 Tick (✓) the sentences that use the words in
bold correctly.
2. When you interpret data,
3. A sales analysis
•.... 1. The environmental impact of a car will 4. Your target population
influence a person's decision to buy one. 5. A company's market share is
...... 2. Could you test the new system to see if it 6. Am ethod
works correctly?
B
•..• 3. We need to find out sorne of the data that we
have gathered. ...... a. how many products it sells in comparison with
its competitors .
.... 4. We can't sen a prototype in the shops.
...... b . to collect information from many people.
..... 5. The interviews gave us a lot of insights into
customer requirements, so we still don't ...... c. is the group of people who you think may buy
understand what they need. your product.
..... 6. 1saw the new software in action - it looked ...... d. examines how well products have sold .
very easy to use. ...... e. is a way of doing something.
.... 7. They have cancelled the project, so they want ...... f. you decide what it means.
us to go ahead with it.
...... 8 . We should show a demo so that people O 8 ◄>)96 Listen to a telephone survey and complete
the survey form w ith the intervíewee's answers.
understand how it works.

4D 5 ~ Work in pairs. E.xplain why the sentences

you didn't tick in Exercise 4 are incorrect.

O 6 ◄>) 95 Complete the sente:nces w ith the words

below. Then listen and check your answers.
1. How often do you eat cereal bars?
D every day
determine brand focus group buying habits O 4-5 times a week O once a week O never
interested in questíonnaire • factor O 2-3 times a week C less than once a week
interviewee • market research 2 . What type of cereal bars do you prefer?
1. We'II sell this product to people who are O chocolate O nut O other ...................................
......................................................... sport. O honey O fruit
2. When l'm choosing which materials to buy, the 3 . What factors are i mportant to you when
most importan! ..........................................- ...- ...... is the choosing a cereal bar?
price. [J size O packaging [1 number of calories
3 . We need to changa peo,ple's O price [1 brand
............................................................... and persuade them to 4 . How much would you pay for a single cereal
get more from local shops. bar?
4. How many people should we ask to fill in the O up to f1 .00 O f1 .01-f1.SO O f1 .51-f2 .00
.........- ,......................................... ? O more than f2 .00
5. 1usually buy this ...........................- ........................... of 5. Are you loyal to certain food brands?
coffee because it's my favourite. O yes O no

___
6. 1have a lis! of q uestions that I want to ask each
.......-.......................-.... .
7. How can we ...- .....................- .................- ........... which
6. Age: . ..,-..........
8 . Employment
7. O male O female
O student ri full-time job
information is the most importan!? D part-time job e unemployed
8. We conducted a .......... _ _ _ _ _ _ ......... for
people to discuss what they want from a washing A
machine. W
9. Our ...............................- ............................ used different Work in pairs.
methods to discover exactly what 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 partner's questions.
Then iurn io paga 126 and ask Siudent A the
market research questions.
 C,Getting Started: Vocabu /ary (page @ O 2 ◄>) 98 A cashier in a computer shop (A) is talking
O 1 ◄>) 97 Read the e- mail. Ticlk
Ethan Graham mentions.
(✓) the things that
To: <al_employees>
From: Ethan Graham
Subjecl; Te.wn meei.,g
Dear ali,
l'm happy to announce that we've
reached the last stages in the development
of our new electric car - the NNT Miní. Bethany's
marketing team will be responsibl'e for planning our
marketing strategies.
Bethany's team will meet with Owen's production team
on .5th July at 10.00 am for a brainstorming session. The
following issues will be discussed at the meeting. Please
come prepared with your thought.s and ideas.
• What is the USP of our vehicle in comparison to our
competitors' vehícles?
• Who are our prospective customers? Is protecting the
environment the main reason an electric car appeals to
them?
• What is the size of the market? How will we increase the
demand for our product?
• What marketing techniques will be most effective?
• Hlow can we prepare an original marketing campalgn?
What kind of promotions will attract consumers to our
product? What public relations events should we plan
and in which c ities?
• Will selling an electric car improve our company's image?
Ethan Graham
Marketing Director
...... 1. how to develop a new vehicle that uses
electricity instead of petrol
..._ 2. w hat makes their new electric vehicle different
from similar products made by other companies
...... 3. w hat kind of people míght want to use the new
electric vehicfe
,._, 4. what the benefits to the planet are of this type of
O3
car
...... 5. w hat c hangas need to be made to the vehicle to
attract more customers
..._ 6. how to make more people want the product
...... 7. analysing the technology used in the
development of the product
...... 8. the best marketing methods for this product
...... 9 . how to make their promotion of the vehicle
unique
...... 1O. how to encourage places to use the vehicle in
their public transport system
short for unique seJ/ing point. A USP
Work in pairs. Practise the dialogue in Exercise 2.
s what makes your product different or better
Pay attentíon to the expressions in colour.
han the competitor's similar product.
to a customer (B). Listen to the dialogue and
choose the correct number.
A: Helio, sir. Ah, the AX50 laptop - that's a really
popular choice. So, that is ' f:615 1 f:650, please.
We've got a speciul oher on our full 2· one• /
three-year warranty at the moment. Would you
like to ta1<e advantage of that?
B: What does it include?
A: Here at Premium PCs, we spec,alíse in
rep ..mng computers, so if anything goes wrong
wilh yours, we will fi:x il within 3· tour / five days.
B: What etse?
A: You also gel 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 computar, we'II dispose of it in an
environmentally friendly way and make sure your
data is sale. And not only that, we' a,so give
you •· 10% 120% oH your next computar.
B: OK. That sounds quite good. How much does
the warranty cost?
A: You I ae all this for on 1y $. r115 I f:150. That's
E:60 off the usual price, so it's great value.
B: Do I have to decide now?
A: No, bu this olfer 1s only valid till the 8· 6th I
16th of this month.
B: Well, the 24n support would be useful - 1often
need sorne help. OK, you've persuaded me!
A: Excellent. You won t regret it.
'- Find oufinc>re ji;,""
Go online and find out about point-of-sale
marketing. What does it involve?
Read the dialogue in Exercise 2 again. Write
T (true), F (false) or DS (doesn't say) next to
each statement.
...... 1. Few people have bought an AX50 laptop.
...... 2. Premium PCs are experts at fixing computers .
...... 3. The support is only for things that go wrong
with the computer.
...... 4. Premium PCs recycles old computers .
...... 5. You don't have to worry about people
accessing your information when Premium
PCs gets rid of your old computar.
...... 6. The customer has a lot of problems w ith his
old computar.
_,J
 W orking with Vocabulary O6p Work in pairs. Explain why the sentences
you didn't tick in Exercise 5 are different.
( IC/ IS ) VOCABULARY PRESENTATION 1

4D4 Match the words and phrases in A to their

O7 Circle the correct answer.
1. A company's image refers to what its office
definitions in B.
A
building looks like I people think it. º'
2. Giving money to charity I Ralsing the CEO's
1. consumer sa/aryis good for pu blic relations.
2. competitor
3. One example of p romotion is conducting a
3. persuade survey I giving a free sampte.
4. marketing strategy 4. When you regret something, you are happy I
5. prospective customer sorry about it.

B
..... a. convinoe
O8
.... b. someone who might buy something in the
futura
..... c. a person who buys goods
.... d . a company that sells a similar product to yours
...... e. a plan of action for selling products
Os Tick (~) the pairs of sentences with similar
meamng.
...... 1 . a. There's no demand for this product.
b. People are interested in buying it.
...... 2. a. This offer is only valid till May.
b. You can only get this offer till May.
Complete the sentences with the words below.
take advantage of stages specialise
in comparison to • marketing campaign
1. Our alarm system has got many USPs
...........- ......................- ...- ................ the competitors' alarm
systems.
2. There are a few ............................................... _............. to this
project. You can't do it in one step.
3. We are working on a ............................................................. to
sell our new ranga o f clothes.
4. These companies ... -..............................................- ...... in
producing medical equipment.
5. When you ......................_ .................- .................. something,
you make good use of it.

...... 3. a. The business lunch in this restaurant is good

value.
b. The business lunch is too expensive.
...... 4. a. Our method is effective.
b . Our method works well.
...... 5. a. Our new campaign is completely original.
b . No other company's campaign is like ours.
...... 6 . a. Our products appeal mostly to people aged
between 35 and 55.
b. People aged between 35 and 55 rarely buy
our products.
Work in pairs.
Student A: You work for Feelgood Health Club.
You' re standing outside the gym stopping
passers-by to persuade them to join. Use the
questions and the information on page 113.
Student B: While you are walking past Feelgood
Health Club, Student A stops you to try to
persuade you to join his / her gym. Look at the
flyer that you receive from Student A on page 126.
Answer Student /\s questions and ask for any
information that you want.

• • Workbook, page 28

ii!!!
Getting Started: Vocab ulary (page 153) )

◄>)99 Read the cash flow statement. Complete

the sentences with the correct number.

•
.. EMERI,~O:-. CORl'ORA l 10:-.; H ,, 11
UK English and US English write
Cosh Flow Stotement (dlrect method)
the date in different ways.
For the y eo r ending C>ecember 31 , 2023
Ali figures in USO In lhoosoílds. Porenllleses iíldocole negolive volues. . . , 31st December, 2023
~ December 31, 2023
Revenue (cosh recelved from cuslomers) 8,650
Merchondlse lnventory
Personnel costs
Olher operoting expenses (advertíslng, shipplng)
Corporate lncome taxes pold
(1,225)
(2,250)
(2,1 42)
(865)
- ~------=-f--
w Why is cash flow so ' '
important for a company?
\ I

Nel cosh provlded by operoting¡ octiVilles 2,168

¡;
2 ◄>) 100 Simone, the Financia! Director, and Colín,
Sale of property 355 the CEO, are discussing their company's
Bulldings renovotlon (385) financia! situation. Listen to the dlalogue and
Purchose of equlpmenl (225) complete the sentences with a word or number
Net cosh used In lnvestlng actlvltles (255) from the dialogue.
1. lt is possible that they won't have enough money
Shores issued 150 to pay their debts in the next -······....................................
Poymenl dividends º' (1 25)
weeks.
2. They need to pay money to their ............................................
Repoyment of lang-term loan (945)
next week.
lnterest 115
3. They must pay more than C .......... - ................- .............
Net cash used in financlng oclivities (805)
next week.
4. None of their custorrners are going to pay them
Cosh balance on January 1, 2023 435
until the end of ............................................. month.
Cosh balance on December 3 1, 2023 1,543
5. Colin suggests offe~ing customers
....... ·-······· ·······-····-· ... off their bill íf they pay before
they receive their goods.
6. Simone says that their customers also have
1 . In 2023, Emerkson Corporatlon paid issues with ............................................. .
$............·-··.. - ····..····-·........ for products that it hadn't 7. They decide that they will try to get a
sold yet.
2. lt spent $....._.................................... on employee-related 8. Colin says that he w ill phone someone at the
costs. bank ...............·-·······.........._....... .
3. The company was paid $ ··-···-..··...... _ for
selling buildings or land it owned.
4, Emerkson Corporation paid $................ _ ............. - .....
for improving its premisas.
o
Go online and find five examples of personnel
5. lt spent $.................._........................ on new equipment. costs and five examples of operating costs.
6. When the company sold shares, it got
$........................ ............. .
7. Emerkson Corporatíon paid $....... ..................................... to
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 deductions by leaving it, you have a positiva cash flow.
$..................................... ..... .
o 3 Replace the words and phrases in colour with
the correct word or phrase below.
O 6 Match A to B to form sentences.
A
discount go bankrupt a loan survive 1. The cash flow statement shows
waste any time
2. A company issues shares
1. We might not have enough rnoney to pay
3. Corporate income tax is money that
01 r debts. _.................-..... -..................-....-.........
4. A successful company often pays high dividends
2. We won't stay ir busmess if we haven't
got enough cash to pay our suppliers. 5. Banks charge interest rates
6. When you waste something. you use it
3. We could offer them a 1% reductíon in price B
if they pay now. ........-.................................................-.. ...... a. a company must pay the government.
4. Then the only solution is to apply for sorne ..... b. to its shareho!ders.
rnone~ fro n the bank lhat we w, 11 have to pay
_.... c. on loans.
back. ......................................- ......................
...... d. to raise money from investors.
5. Call the bank right now. We rnustn't delay.
...... e. in a careless way•
...... f. the amounts of money being made and spent.

o 1•,.¡.......,,::i
Work in pairs. Use the sentences from
7 Complete the sentences with the words and
phrases below.
Exercise 3 to write a dialogue similar to the figures • a decrease deductions • gross
one in Exercise 2. Practise your new dialogue. an increase net • profitable • purchase
1. l'm an accountant, so I work with ........ _..........- ....-...............
every day. Luckily, l'm good at maths!
Working with Vocabulary 2. We made a very large _..........- ................ _........... of electric
vehicles for the company last year.
( IC/ !S ) VOCABULARY PRESENTATION
3. Last year, we saw .._........................................ in turnover
O 4 Match the words in A to their definitions in B. comparad to the previous year: from 1::2.5 million
to 1::3.25 million. But this year, there's been
A B
.... - .... - ...·-..···-·.. -···-..··· · from 1::3.25 million to ~.75 míllioo.
1. expense ...... a. money that is received
4. My first business investment was extremely
2. incorne _.... b. have an obligation to pay ............................................. . 1 only invested $1,000, and
3. owe ...... c. giving money back 1received $9,000 ayear later!
4. survive ...... d. continua to exist 5. My ·- ·...-...........- ...- ...........-.. salary is $5,000, but my
5. repayment ...... e. money that is spent ............................................. salary - the final sum after ali the
........... _ ............................... - ijs only $3,850.

o 5 Circle the correct answer.

1. Long-term means a large amount of money I
8 -4>) 101 Listen to a radio lntervlew with a business
analyst. Write T (true) or F (false) next to each
time. statement.
2. A loan is money that you give to I receive from ...... 1. Sue has worked in London for over 20 years.
someone you must pay back.
...... 2. Sue says that customers can be responsible for
3. A company's revenue is the money it earns I
a company's cash flow problems.
spends.
...... 3. The company shouldn't pay staff until the cash
4. The cash balance is the amount of money flow problem is solved.
left over I owed.
•.... 4. Sue 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 I succeeds.
...... 5. One idea Sue has is to make customers pay a:11
the money in advance.

s•,.¡.,.....,«_1-
1
Work in pairs.
Student A: You are a radio host. You are going
to interview a business analyst.
Student B: You are a business analyst.
Follow the flow chart on page 114 to create
an interview similar to the one you listened
.....·-....... to in Exercise 8. lnvent any extra details.
~
......
, '
••
.............

"", --
 . .Getting Started: Vocabu /ary (page 1@

o 1 ◄>) 102 Read the balance sheet.

Answer the questions below.
A balance sheet summarises a company's
• assets, liabilities and shareholders' equity at
a specific moment in time.
assets = liabilities + shareholders' equity
Homestead Garden Ud 140 Dow Streel, Manches1er

Balance Sheet 28th February, 2023 2 ◄>) 103 A p ro spec tive investor (A) is talking to
Ali figures in pounds sterting (thousands). an investment analyst (B) about the possibility
of investing in a sma lf company. Listen to the
Assets
dialogue and circ le the correct answe r.
Current assets
A: l'm thinking of investing in a ' book I clothes shop.
Cash & cash equivalents 55 What should 1 2 ask J check before I decide?
Accounts receivable 195 8 : First of all, the company's balance sheet c"ln be
lnventory 124 a good mdicato of the business' health.
Other current assets 25 A: What should I be looking for?
Total cu rrent assets 399 8: Well, for example, lots of inventory and httle
Non-current assets cash can be a bad sI9n.
Property and equipment 367 A: You mean it may have a lot of 3· goods / products
Total assets 766 in stock because it hasn't succeeded in selling
them yet?
Li abilities
8 : Exactly. Good business means a good
Current liabilit ies
mventorv turnover - when merchandise moves
Accounts payable 47 from the warehouse to customers.
Accrued expenses 236 A: 1see. And how can I check if the business owes
lncome taxes payable 142 any money to creditors?
Other current liabilities 23 8 : Check the abirties lis ed in the balance
Total current liabilities 448 sheet liabilities, for example, include •· taxes /
Non-current liabilities loans, accounts payable and accrued expenses.
And check what they are owed by their debtors -
Long-term debt 143 too much could suggest a cash flow problem.
Total liabilities 591 A: And I guess the most 1mpor ant thing is 10
Shareholders' Eq uity check hat the business' assets are much
Share capital 125 greate than its liabiMies
Retained earnings so 8 : 5·0/ course / Absolutely. You want to know its
Total eg uity 175 equity.
Total liabilities and shareholdlers' 766
eq uit y 3 Read the dialogue in Exercise 2 again. Complete
the sentenc,e s with words from the dialogue.

o 1. Look at the information in the company 's

...........- ................- ............ to see how well it Is doing.
2. A lot of stock but not much ... - ................ - ................... can
be a sign that the business is having problems
1. How much money do customers owe selling products.
Homestead Garden? - ····-···- ·····-···········- ·····-······· ······-···· 3. Check to see how much money the company
2. What are Homestead Garden's physicaf assets ........... - ................-............ by looking at its liabilities.
worth? ...............·-···-··· · - - - - 4. The value of what the company owns and the
3. How much money does the company money it is owed should be a lot higher than its
have to pay in laxes to the government?

4. How much money does the company owe? o Your Turn

Work in pairs. Practise the dialogue
5. Did the company pay all the money it made in in Exercise 2. Pay attention to the
dividends? _..._.. _ _ _ _ _ __ expressions in colour.

'
 W orking with Vocabulary e 6
( IC/ IS ) VOCABULARY PRESENTATION 1
o 4 The words in bold are in the wrong sentences.
Write them next to the correct sentences.
1. lnvesto rs are money that a company owes.
2. Turnover is goods to be bought and sold.
3. Ali the things of value that a company has
got, such as cash and equipment. are called
liabilities....................................- .......
4. Merc handise is the value of the shares issued
by a company and its retained earnings.
5 . Assets are people who spend money on
a business in expectation of making a profit.
6. Equity is the rata at whic h goods are sold and
replaced ata shop.....- ···-· ..... - .................
O5 Circ le the correct answer.
1, Atterson Corporation has got , , , of $2 million
that can be reinvested in the company.
a. assets
O 7 ◄>)
b . retained earnings
2. You find the ... of a company by subtracting
its liabilities from its assets.
a. debt
b . net worth
3. Our company has got to pay a lot of money -
in fact, we've got ... of over $1.5 million.
a. accrued expenses
b. share capital
4 . .. . are listed as a company's liabilities.
a. Accounts receivable
b . Accounts payable
5. The company owes money to its ....
a. c reditors
b . debtors
Complete the sentences with the words below.
current • property • in stock • equivalen!
composition • sign • non-current • own
out of stock • balance sheet
1. An ............................- .............. has gol the same value as
another person or thing.
2. A ............................................. is an indicator of something.
3. Do you ............................................ your office building or
do you rent it?
4. The ......- .................................... of something is the different
elements it's made up of.
5. A company's ............................................. is a good place to
start if you want to see if you should invest in it.
6. When items are ............................................ , they are
available for sale, and when they're
..........·-··-·- - -..·· , they are not available for sale.
7. Something that is ....-.........- ...............-···- belongs to
the present time, aoo something that is
. ........- .........- ...- ....- ..... doesn't belong only to the
present time.
8 . Our company owns quite a lot of
........... - .......................- ..... : eight office buildings and three
warehouses.
104 Circ le the correct response. Then listen
and check your answers.
1. What liabilities has your company gol?
a. The main one is accounts payable.
b. The biggest one is accounts receivable.
2. What is the composition of the company's
non-current assets?
a. lts assets are worth $4 million.
b. lt's gol two buildings and 20 industrial bread
machines.
3. Have you got any long-term debt?
a. Yes - our merchandise turnover.
b. Yes - a loan of 60 monthly payments.
4. What are cash equivalents?
a. They're assets that can be changed ínto cash
easily.
b . They're money that isn't included on a balance
sheet.
Work in pairs. You arnd your partner are
investors. You're thi rn king about investing in
a young company that is profitable but has got
a cash flow problem. Ask and answer questions
to complete its financia! state ments. Then
analyse the informatiion and suggest how to
handle its cash flow problem.
Student A: Tum to page 114.
Student B: Turn to page 127.
 Reading
O 1 ◄>) 1os Read the e-mall. Answer t he questions.
New message ____ OP $ i
To: s.g,bbonsOsrvindustries.co.nell
ffom: ¡.smithOsrvindus1ries.co.ne11
Sub¡«1: Cash Flow
Writing
Sent: Mon 01-08-2023 2 You w ork at a company that makes ready
Helio Suzanne,
meals that are sold in supermarkets. You have
I hope that you are well, and you had a great holiday. carried out sorne market research t o see if you
I've been going over our accounts and I'm afraid that I've got can learn how to increase your company's sales.
sorne bad news. Our cash flow situation is looking very bad Wrlte a summary of the results and make sorne
indeed. In fact, if we don't do somethíng soon, I'm worried that suggestions about what products your company
we will go bankrupt before the end of the year. could sell.
Since we couldn't compete on price, In order to persuade 1. What is the most important factor for you
customers to leave our competitors anid start doing business with when choosing a ready meal?
us, we offered them very good payment terms. Unfortunately, ,................. Other 2%
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 f102,S00 of sales, we are still
waiting for a little over I:45,000 to be paid to us by customers
who have already received delivery of their products. We now
face a situation where we owe our suppliers f47,000. 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 fS0,000. Our company is profitable and our balance
sheet is healthy - we have plenty of assets and other than the ¡-................ Other 5%
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
bank to lend us the money. Nospecial
• ...........diet 55%
This recession has hit our industry hard and some of our Vegetarían ............
debtors are in trouble and could go out of business. The bank 25%
might be worried that sorne of them won't survive long enough
to pay us.
111prepare the financia! statements for the bank and arrange a 3. What is your preferred type of ready meal?
meeting to go through them all with you before I contact them. ¡-................ Other 2%
Sorry - not what you want to hear on your first day back from
holiday.
Pizza 30%•······
Best wishes,
Jane

1. Jane thinks they might go out of business

in one year / next year / within five months.
2. SRV Industries gave its customers free delivery / 4. How many ready meals do you eat per week?
lower prices / a long tíme before they had to pay.
3. SRV Industries' customers ow e them N5,000 /
~47,000 / ~102,500.
4. SRV Industries' liabilities are less than / similar to / 3 to 4 20%........
greater than those of other companies that sell the
same products.
5. Jane says that sorne of their competitors /
the banks / the companies that owe them money
might close down.

Useful
Language
For most people, ...•
More people prefer ... to •.. .
Most people answered ..•.
As you can see, there is a large market for •...
In the light of these results, we should ....
These results suggest that we should ••. .
lt is clear that people warnt ..••
Writ ing Guide, pa9e 136
Listening
483◄>) 10& Polly is getting some investment advice
from a friend of hers, Harvey. Listen to the
dialogue and answer the questions.
1. What type of business is Polly thinking of
investing in?
2. How did she get the balance sheet?
3. Why is Polly surprised that it seems the business
isn't selling much?
4. What is the total of the business' non-current
liabilities?
5. What does Harvey want to know about the
customers who owe the business money?
Speaking
4D 4 c;:J 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 investrnent analyst
about the following aspects of the business before
deciding whether or not to buy it.
• The company's balance sheet
• Amount of inventory
• Cash flow
Student B: You are an investment analyst. Turn to
page 127. Answer Student A's questions and give
advice about buying the business.
Review 7
Listening
O 5 ◄>) 101 Bethany and Chris are in a meeting to
discuss how to market their company's new
electric car, the ZAP 355. Listen to the dialogue
and write T (true), F (false) or DS (doesn't say)
next to each statement.
_.... 1. They plan to sell the car to people who don't
earn much.
_.... 2. The people in the target group do research on
the Internet before they buy something.
-···· 3. The target marl<et often don't believe what they
are told by companies.
...... 4. Chris spends a lot of time on social media
researching what potential customers think.
...... 5. Chris and Bethany want people to share what
they think of the car online.
...... 6. Chris expects sorne people will give a negative
review after they try the car.
_.... 7. The new car is less expansiva than similar cars
on the market.
Speaking
O 6 e;::> Work in pairs. Read the information and act
out the conversation.
Student A: You own a company that produces snack
foods. You want to conduct a market survey to find
out about the snacking habits of 20-25-year-olds.
Ask a marl<et researcher about the options available,
and what the advantages and disadvantages are.
Then decide which one you will use.
Student B: You are a market researcher. Turn to
paga 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.
 Getting Started: Vocabulary (page 154)

1 ◄>) 1oe Read the advert. Correct the sentences by replacing the words, phrases or
numbers in bold with words and phrases from the advert. Make any necessary changes.

1. The minimum loan for a small business

SAVINGS BANK is r2s,ooo.
OF THE MIDLANDS
Business Banklng 2. The interest rate may change during the llfe of
Need help financing your business? lhe loan.
Having short-term fluctuations in cash flow?
Our Small Business Loan can give you the flexibility you need 3. There is no arrangement fee for taking a loan.
to be a ble to fund your long-term projects.

Overvlew 4. Once the bank agraes to give you a loan, you will

J. Business loans available between (1,000 and f:25,000 receive your rnoney 24 hours later.

; Choose your repayment terms: repayable over 12 months to

10 years 5. You can get a business loan if you have
a personal current account with the bank.
; lnterest rate and repayments fixed for the duration of the loan
J Once approved, funds can be credited the same day ........................- ................................................................. ___
6. AII loans for small businesses must be paid back
J Business current account required to the bank within 12 months.
J Personal guarantees not required
J One-month payment holiday allowed ·····-···········-················-······························-············-··-·········· - - -

J Only 1% arrangement fee when taking out a loan 3 Read the sentences and circle the option
Apply online at savin_gs_ll,m kmidlao.ds.nett.uk. (a or b) that means the same.
Call us at 0880 800 8989 or visit any of our branches. 1. You have to consider applying for a line of credit.
a. You need to ask your creditors to give you more

O 2 ◄>) 100 A small business owner, Ben, is talking t o

his accountant, Katherine. Listen to the dlalogue
time topay.
b. You need to think about asking the bank to give
and answer the questions. you access to sorne money.

1. What problem is Ben's business having? 2. You can withdraw funds from the rine of credit any time.
a. lt's possible to cancel the line of credit whenever
you wantto.
2. What is a line of credit simílar to?
···-···..····-·············..··-·---·····...-..........-..........
3. What is the advantage of a line of credit over
____ b. lt's possible for you to get money from the line of
credit whenever you want it.
3. Ooes a line of credit have to be secured against
a loan? collateral?
a. Do you need to agree to give the bank your asse1s
4. How rnvch rnoney c!oes Katherine think Ben wm if you can't pay the money baok?
need to access? b. Does the bank charge a lee for you to get a fine of
····- ···········-·················-···········-···········-··················-··········--- credit?
5. Does Katherine think the bank will give Ben 4. What will the bank rec¡uire to approve this line of credit?
access to the money? a. How much money will the bank agree to give
access to as a line of credit?
6. What documents will Ben need to show the bank b. What does the bank want to see before agreeing
to get a line of credit? to give a line of credit?

o Your Turn
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 O8 ◄>) 110 Complete the sentences with the correct
form of the words from Exercises 4, 6 and 7.
( IC/IS ) VOCABULARY PRESENTATION j Listen and check your answers.

O4 Circle the correct answer.

1. Chris ............................................. E:5,500 from the business
curren! account to pay our suppliers.
1. When you take a loan, you lend / borrow money. 2. The bank ............................................. me E:12,000 when
2. My restaurant has got its c urrent account / branc h 1was having cash flow problems.
at New lnternational Bank. 3. 1don't need to make any more repayments
3. When you withd raw money / go overdrawn, because I have finally _ ............. .......... ............... the whole
you take out more money than you've got. of the loan.
4. l've gota standing order / c redit limit, so my 4. Last year, my brother .............- ....- ..........- ...- ... $10,000
electricity bill is paid automatically. from Brinkley·s Bank to start his own business.
5. The bank gave us a loan with excellent terms / 5. They ................- .......................... the 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.

O5 Write a sentence for each word or phrase that

7. Unfortunately, the bank has jusi ............................... - ..........
my request fer a line of credit.

... . . . . . . . ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . o
you didn't circle in Exercise 4 .
9 ◄>)
111 A business owner is meeting his Account.
Manager at the bank. Listen to the dialogue and
complete the Account Manager's notes.

Mcctiw3 wit/1, l<cvi.-i f{ich, ow.-icr t>f Shi.-ic

l>atc, ,th Novcw.ber, .W.Z3
O6 Match the words in A to their definitions in B. Typc t>f busi.-ics.s, ' ....................................................................................
A Rt:ttso.-i for wiccti.-iq, • .................................................................
1. credit rating 4. collateral tlwiou.-it a.skcd for: ' ... ..........................................................................
2. pay off 5. arrangement fee Mo.-icy to be .spc.-it o.-i,
3. line of credit • paymq off dcbts t o • .....................................................................
B • purchasi.-iq r .............................................................................................
..... a. payback tlrranqcw,cv,t fcc, ' .................................................................................
..... b . sum paid for organising a service Mo.-ithly i.-itcrc.st ratc offcrcol, 1 ................... - ..........- .............
..... c. evaluation of the ability of a business to pay Po.s.siblc co//atcral, ' ..................- .........................................................
its debts
..... d. assets that a company will give the bank if it
can't pay back a loan
..... e. an amount of money a company can borrow
o
Work in pairs.
from one place during a period of time up to Student A: You work at the bank.
a maximum limit
Student B: You are at the bank because you need
O7 Complete the sentences with the words below.
to ask for a line of credit.
Follow the flow chart on page 115 and act
deny • payment holiday • personal guarantee
out the conversation.
projection • secured
1. A ...._ ...- ..............._. ...... . is an estimate of a future situation.
2. l'm afraid the bank will probably ......................................... .
us an additional loan.
3. When a loan is ......................- ................. , the borrower
will need to gíve the bank assets if it can' t pay back
the money.
4. When someone gives a bank a ............................................ ,
it means that he / she will take responsibility for
paying back the loan if une company cannot.
5. You don't have to start paying back your debt for
three months. The bank is gíving you
a ..................-.........._........... .
 • Getting Started: Vocabu/ary (page 1@
48 1 ,.,) 112 Read the webpage.Complete the sentences
with a word, phrase or n·u mber from the webpage.
BUSINESS INSURANCE POLICIES
oioose OTIC and save 10% when you buy insurance online.
Our polic1es are designed with small businesses in mind.
You can payyour premium in one payment or sIx interest-free monthly payments.
Vehicle lnsurance
At OTIC, we'II cover the vehicles that you rely on for
your business-whether it's a car. a van or anything
else. So. ifan accident takes you offthe road. we'II
give you a guaranteed courtesy vehicle.
Up to 60% no-claim discounts
Optional extra: legal assistance following an
accident
Professional lndemnity lnsurance
Mistakes do happen, so you should be a
policyholder of professional indemnity insurance
to cover mistakes or negligence ifa claim is made
against your business.
1. You get a discount if you buy your insurance
---·······-·..·-····-·"---· '
2. You won't have to pay any ............- .........- ..- - -
if you choose not to pay for your insurance ali at
once.
3. lf you crash your car and you can't use it, OTIC will
give you ._.. _________
O 111111, -
w•h•a•t•a-,e- fo_u_r _ty_p_e_s_o_f_in_s_u-ra_n_c_e_t_ha
'
_t_p_e_o_p_le::.<,
or businesses take out? Which one do you
think is the most important to have? Why?
2 ,.,, 113 A business owner {A) is talking toan insurance advisor (B).
Complete the dialogue with the words below. Listen to the dlalogue
and check your answers.
fees • gardening • money • discount • staff • three
A: l'm startlng my own small ' ....................................- ......
business, and l'd like to know what types of
nsurance you'd recornmend.
B: Are you going to work on your own, Ms Lane?
A: No, l'm planning to hire 2 ........._ .................................
workers.
B: Then you must purchase employer's habllity
insurance. UK businesses that employ
3· ............................................ are legally obliged to do so.
You can be finad if you're not covered.
CONTACTUS
Public and Employer's Liability lnsurance
Make sure you protect your business. Even ifyou employ only
one person. you'II need employer's liability insurance- it's the
law. lfany of your employees ora customer gets injured, you
must be covered. Even the smallest incident can lead to a big
compensation claim from a thi1rd party.
u p to f 100,ooo to cover lega I fees
Up to fl0 million protection to coverdamages
E-rísk lnsurance
lt protects your business against damage caused to
computers by viruses and hackers. as well as against the
dangers of electronic ident ity fraud.
4. lt is illegal for a company not to have
5. OTIC's public and employer's liability insurance
provides a maximum of ·-................_.............. _ __
to pay lawyers.
6. E-risk insurance covers businesses against
damage causad by people illegally accessing their
system and ............................................................... .
1,
A: How does this msurance protect my business?
B: lf, for example, one of your employees suffers an injury
at work and the business is sued, the insurance will
pay your legal •·.....................-...................... and compensation
costs.
A: How much 5• .. _ ..................... - .............. will it pay?
B: The limít on our policy ís S:10 million
A: 1 see. 1 also need to insure my van. 1 can't work without
it.
8 : 1can offer you a 20% 6· ............................................. on your van
insuranoe if you also buy employer's liability insurance.
O 3 Read the dialogue in Exercise 2 again. Then
write T (true), F {false) or OS (doesn't say) next
O 5 Read some people's comments and write the
relevant type of insurance for each situatiori.
to the sentences. flre lnsurance professlonal lndemnity lnsurance
..... 1. Ms Lane doesn't want to work for a blg public and employer's llabillty lnsurance
company. vehicle insurance • e-risk insurance
..... 2. According to the law, an employer must have
1. "I had an accldent while making
employer's liability insurance.
deliveries in the company's van."
..... 3. The employer's liabillty lnsurance offered wlll
paya mlnimum of t10 mlllion .
..... 4. The premium on van insurance is higher than 2. "My warehouse has burnt down."
the premium on car lnsurance.
..... 5. Ms Lane can save money lf she purchases
van insurance as well as employer's liability 3. "One of my staff was injured by a sheif
lnsurance. that fell on his head."

C9 l'i•i•iiiiii,K::J 4. "Sorne of my customers are very

Work in pairs. Practise the dialogue
unhappy with lhe advice I gave them."
in Exercise 2. Pay attention to the
expressions in colour.
5. "Someone accessed our IT system
and has been apply,ng tor loans
Working with Vocabulary online using our company's details."
( JC/IS ) VOCABULARY PRCSCNTATION

o 4 Matc h A to B to form sentences.

A
O 6 Tick (✓) the logical sentences.
..... 1. lf your insurance policy covers legal fees, the
1. A policy holder is a person ora company that insurance company wíll pay for your lawyer.
2. You can be offered a no-claims discount on your ...... 2. ldentity fraud is illegal.
insurance when ...... 3. A company can be fined for breaking the law.
3. 11 is your business' liabllity if ..... 4. The manufacturar was sued after several
4. lf you don't pay your premium, customers suffered injuries while using its
products.
5. The company was sued
..... 5. A courtesy vehicle is often supplied free of
6. When you are covered by an lnsurance pollcy,
charge by a vehicle insurance policy.
7. lf you are legally obllged to do something,
..... 6. The computers were damaged by a virus
B despite the fact thal they didn't contain
..... a. for negllgence. anti-virus software.
..... b. lt means you are insured. .... 7. We designad the offices wlth the employees
..... c. someone Is injured on your business' premisas. in mind, so no one has enough space to work
efficíently.
..... d. you don't have a choice - the law requires that
you do it. ..... 8. In insurance clalms, the thlrd part y Is lhe person
..... e. your insurer might cancel your policy.
or company that is making a claim agalnst the
policyholder (the first party) and the lnsurance
..... f. owns an insurance policy. company {the second party).
..... g. you haven't made any claims on your policy for
a certain time period. e 7 ~ Work in pairs. Explaln why the sentences
you didn't tick in Exercise 6 are not logical.

Work in pairs. Imagine you and your partner are starting

a small business. Choose one type of business below.
Then follow the flow chart on page 115 and act out the
conversation.
an accounting firm • a café a courier service a fitness club
a computar maintenance and repair business

Workbook, page 32
 1
Getting Started: Vocabu/ary (page 155) )

◄>) m Read the webpage. Explain why the words

o 1

Find out more~

Go online and find two e-commerce platforms.
and phrases (1-7) are mentioned. ldentify three services or features that they both
offer. Find two ways in which they are different.

2 ◄>) 11 s Two business partners are talking about

growing their business. Listen to the dialogue
and answer the questions.
We'/1 host your e-commerce 1. How many Silver Thread Jewellery shops are
website and hefp you to there at the moment?
meet al/ your objectives:

2. Who thinks that setting upan online presence will

Create a stylish professional site that's sure to impress. be hard?
Choose from our ready-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
trattic at all times.
in it?
Offer daily deals. Use our Deal of the Day feature to keep
customers coming back for more.
4. How much is the cheapest option for havlng their
Sell your products through Amazon. We will link your website hosled on lhe platform?
e-commerce website to Amazon, giving you access to millions
of potential customers.
Mobile phone friendly. Your website will be 100% 5. Will there be a limit to how many people can look
mobile compatible and will work with all the majar mobile al their website al lhe sama time?
operating systems. giving your customers an outstanding user
experience as they browse your shop from wherever they are.
6. Which two features of the online shop does
Sta y connected to your customers. Gather feedback on Martha mention?
your products by allowing your customers to post reviews on
your website. ·····································-···········- ·········---·····················-········

Accept payments by credit cards with a secure

shopping cart. Credit card and arder data is encrypted and
secure with our service. so customers can be sure their data is Sorne words can be used as an adjective
sale 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 dock for no additional charge.

3 Choose one word from A and one word from B

to complete sentenoes from the dialogue.
1. templates
A: domain • e-oommerce • open • shopping
····-························-····-·····-····-··········· ----···········-·················-
unllmiled • website
2. Deal of the Day
····-·····-..···..·..····............._..
3. Amazon
_____ .._...............-..........-..._ B: bandwidth • business • cart • names
platforms • template

_ _ ____
1. We'd be ........- .................................. for .........................- ................. 24/7.
····-····-·········........................... ... ... ..........................-...-
2. There are .........................................................................- ............. that
4. mobile phone can provide us with everything we need.
3. We jusi have to choose a _ _ _ ...............- ....
5. feedback
___
···-····-......................-...............................................-....-........
6. credit cards
.... - ....- ............................... and then we can create our design.
4. l've already been looking at .............................................

7. 24/7
----------..-...-............... ___ 5. You gel ._.................................................................. _................ .
6. We'II be able to have a .............................................
............-............................... fe.ature and they provide secura
---··..····-·····..····-····-····-----····..·····-····-···········... payment processing.
 Do you think that in the near future people' ,
' I
e 6 The words and phrases in bold are in the wrong
sentences. Write them next to the correct
will buy everything online? Are there sorne
sentences.
things that you think people will always want
to buy from a shop? Why? 1. You can use our support as models to create your
own website. .............- ...............- ...._..

o ,-,.ia,......,:.i 2. When you shop online, you can see what you have
chosen by looking at your unlimited bandwidth.
Work in pairs. Use the sentences from
Exercise 3 to write a dialogue similar to the 3. lf your online shop becomes popular, then you'II
one in Exercise 2. Practise your new dialogue. have a lot of customers at the same time and will
need templates ....................... ................ ...
4. lt's importan! to have ali the platform you can get
when you start a business because you will need
Working with Vocabulary help and advice. .............................................
( IC/ IS ) VOCABULARY PRESENTATION 5. To create your online store, you have to choose
a shopping cart that will provide you with
O4 Tick (,/) the logical sentences. everything you need.. _.........................................
•..• 1 . Power is the opposite of ability.
..... 2. A stylish shop is designed fashionably.
O7 Complete the sentences w ith the words below.
adapt • compatible • impose • localisation
.... 3. When you post information on a website,
retail • worth the effort
people can read it.
1. Is this software ............ _............................ with any computar?
.... 4. An expert knows very little about a certain field.
2. You mustn't ....- ·······-···- ······ ....... your ideas on the
..... 5. When you place an order, you want to
website designar. Let her make decisions.
purchase something.
3. You can ........- .................................. any of our website
•..• 6. When a service is available round the clock, it is
designs aocording to what you need.
available most of the time.
4. In the global market, you should probably consider
..... 7 . We host your website - we provide ali the
...........- ................- ............ in arder to make sure your products
services necessary for your website to function
are suitable for the different countries you sen to.
properly.
5. lt was very difficult to set up our business, but row it's
.... 8. Customers' feedback about a product includes
very profitable. lt was definitely ............................................. .
their comments and r;eviews about it.
6. lt's a ............................................ business. lt sells small quantities
5 Match the words in A to their definitions in B. of goods directly to the public but not for resale.
A
1. browse 5. showcase
O 8 ◄1) 11& An e, commerce expert is being interviewed
on a radio programme about how to set up
2. gather 6. encrypted an online shop. Listen to the lntervlew and tick (✓)
the tips he gives.
3. accept 7. customise
..... 1. lt's advisable to first check if consumers will
4. domain name
want to buy your products.
8 ..... 2. lt's importan! to invest a lot of money in setting
..... a. collect up the online shop.
...... b. agree to receive .... 3. Your e-commeroe shop must create new content
..... c. protected by using a code regularly.
...... d. changa according to specific needs .... 4. To expand the business abroad, you must adapt
.... e. look around it to local demands.
...... f. a place for displaying things 5. lt's best to use one payment method to do all
your business.
....• g. the address where users can find your website

Work in pairs.
Student A: You plan to open an online shop.
Decide what you will sell.
Student B: You are an e-commerce expert.
Give advice to Student A.
Follow the flow chart on page 116 and act
out the conversation.
 . . .Getting Started: Vocabu /ary (page ®
O 1 ◄>) 111 Read the blog. Circle the correct answer.
1 < THE SENSIBLE ENTREPRENEUR BLOG Posted by Amy Young
Starting an Online Venture:
Dealijng with Suppliers
You've set upan online retail business. Your
website is striking and it's getting a lot ,of traffic. But
what about suppliers? 11 can be extremely difficult to find reliable
suppliers for your products. A lot of things can go wrong. Product
quality may not meet the requireme nts , shipping ca n be late,
there may be hidden charges, or you might give your money to
a fraudster who has no intention of shipping anything to you. lf you
don't turn to a sourcing company, here are soma tips for working
direclly with a new supplier.
>Check product quality: To preven! errors and misunderstandings
in your order, ask as many questions as possible. Ask the supplier
to send you a free sample in order to test the quality of the
product and its packaging.
>Use an escrow service for first-time payments: With an
escrow servioe, you and your supplier work with an intermediary,
a neutral lhird parly, and !he supplier gels paid only afler you
have reoeived, inspected and approved the goods.
>Negotiate payment terms: You should pay at least 30 days after
reoeiving your product. This will allow you to manage your cash
tlow and to negotiate with suppliers if there are any problems.
>Get to know the supplíer: Beyond business talk, try to chal
a little with the supplíer. This will help you assess what kind of
person you're working with.
1. Whicn problem does the blog QQ1 mention?
a. The quality of the products supplied may not be good
enough.
b. There may be additional charges that you didn't know
about.
c. The sourcing company rnay steal your money.
2. How does the author recommend that you check product
quality? A
a. Ask other people who have bought from that supplier U
they are satisfied.
b. Request that the supplier sends you an example at no
cost.
c. Concentrate on the actual product, not the pad<aging.
3. What happens with an escraw s91'Vice?
a. lt hok:ls your money and transfers it to the suppller lf
you're happy.
b. Only the supplier transfers rnoney to the escrow service.
c. The escrow service hand les the shipping of your order.
4. What does the author recommend?
a. Pay your suppliers as soon as possible to maintain
a good relationship.
b. Wait at leas! 30 days after receipt of your order before
youpay.
c. Only pay suppliers after you have managed any
cash flow problems.
2 ◄>) 118 An entrepreneur (A) is speaking to
a prospective supplier (B). Put Speaker B's
statements (a-d) in the correct order. Then llsten
to the dialogue and check your answers.
A: l'm setting upa lighting business online. l've got ali
my designs ready, and 1 ,eed a supplier who can
make high-qual•ty light f1xtures.
8 : '· ....
A: Could you send me sorne samples?
8 : 2......
A: Do you require an advance payment when we
place an order?
8 : 3. ....
A: And what is your returns policy?
8 : .....
a. lf you aren't satisfied, you can return items within
30 days and get a full refund.
b. Of course. l'm sure we'II r ,eet all your q, ality
requirements, but I understand your need to
test our product.
c. Well, we've been in business for over 30 years.
Our light fixtures are handmade, and this allows
us to always produce high-quality products.
d. No, we use an escrow service so that we're paid
-~------~'
after you receive and approve the supplies.
' 1
What reasons might a company have ' '
for using more than one supplier?
3 Read the dialogue in Exercise 2 again and
circle the correct answer.
1 . The entrepreneur needs someone who can
provide designs / products.
2. The supplier's light fixtures are made by
machines / people.
3. The entrepreneur / supplier wants to check
the quality first.
4. The supplier requires no / a small payment
in advance.
5. lf you want to get your money back, you have
to return the products after / before 30 days
have passed.
1·,.tlliiiil,K::J 1
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
1
 W orking with Vocabulary e 6
( IC/ IS ) VOCABULARY PRESEN TATION
O4 Match A to B to form sentences.
A created by machines.
1. A ventura is a new business that
2. There were a lot of hidden charges that
3. An escrow service is a good way to
4. lt's importan! that you assess
S. To avoid being the victim of a scam,
6. According to the company's returns policy,
7. Misunderstandings often happen with
suppliers who
B
...... a. 1 didn't know about.
..... b. you should c heck that the supplier is
a legitimate business.
..... c. speak a different language.
..... d. you can get a full refund if you are not
satisfied with your order.
..... e. the quality of the sample before you order
O7
a larga quantity.
..... f. lnvotves considerable risk.
..... g. pay suppliers.
O5 Circle the correct answer.
1 . Does your website get a lot of traffic?
a. Yes, so it's not very popular!
b. Yes, it's got lots of visitors ali the time!
2. We are negotiating the terms.
a. 1 think we'II win!
b. 1 think we'II reach an agreement soon.
3. Mrs Erikson is a neutral lawyer in the business
contrae! between Nea! and Rose.
a. She is working on the contrae! for both Neal
and Rose.
0 .~,.¡1¡¡¡1;;,«:i
b. She is only representing Neal in this matter.
4. l'm afraid something will go wrong at the
convention.
a. There are only three hours till it starts.
b. Don't worry, everything w ill be fine.
5. Ron is an entrepreneur.
a. He's set up lhree businesses.
b. He's the Head of Customer Service.
6. The advert at the \rain station for
Dunn's Jewellery is striki ng.
a. Everyone notices it.
b. lt's not special.
◄>) 119 Complete the sentences with the words
below. Listen and check your answers.
allow • handmade • intentions • intermediary
packaging • prevent • sensible
1. These c lothes are .........- ............................... . They aren't
2. We do everything we can to .. _...._........ _................-.
errors.
3. The quallty of the ............................................. is important
as well - it has to protect the product and look
good to attract customers.
4. The sum of cash we received will .._ ...................................
us to purchase a colour photocopier.
5. He collects a lot of information and analyses
it before making decisions. He's very
6. Despite \he shipper!s good ....................................... ,
the cargo was late because of stormy weather.
7. lnstead of giving the money directly to the supplier,
we gave it to an .......................................... , who will pay
the supplier once we receive the goods.
Complete the sentences w ith words from
Exercises 4 and 5.
1. lf their price seems too good to be true, it's
probably a ....................................... _.. .
2. We're getting a lot of ·-··..•·······..··•·.................... to our
website, but how do we turn that lnto more sales?
3. Aick's lates! ..................- ...................... is risky, but he will
make a lot of money if it succeeds.
4. We've planned everything so carefully. Don't worry.
Nothing can .................... _ __
5. An intermediary must be a _..........................................
person who isn't connected to either side.
6. You must inspect the van and drive it to
_ _ _ _ _ .... if it's worth buying.
Work in paírs.
Student A: You have jusi set up an online
furniture shop and are meeting with a furniture
supplier. Ask your partner questions to
complete the chart on page 116.
Student B: You are a furniture supplier
meeting the owner of a new online furniture
shop. Turn to page 128 and answer your
partner's questions.
• • Worllbook, page 34
•
.•
 Reading
O 1 ◄>) 120 Read the artlcle. Complete the sentences
with the correct name, M elinda, Craig or Evelyn.

This w eek, we are focusing on e-commerce. W e asked some small business

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

Melinda, Director, Ark Solutlons

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 always 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 it looks!

Craig, Owner, Saddle Up Cycles

When I took my bicyde business online, I started out using the Straíght2' e-commerce
platform. It was OK at first, but as my business grew, the platform couldn't cope with
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! I changed to Factors for Success and the unlímited bandwidth
means that crashing is no longer a problem. Factors for Success allows 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're 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 sorne money in the early days.
But as our business grew, 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 sorne great
marketing tools, such as being able to e-mail customers with details of special offers.

1. ...._ .._........_ _ _ likes being able to contact customers.

2. .......................................... changed to a different e-commerce•platform.
3 . .......................- .................. talks about how much people like tlhe appearance of the website.
4. ............___ ........_ was able to get help at any time.
5 . ........................................... changad to a better service with the same e-commerce platform .
6. ............................................ had a problem with too many peop!e trying to access the website.

Writing Useful
Language
O 2 You and your business partner own a toyshop.
You want to set up a website to sell your
lf we want our business to grow, we need to ....
For the website, we need to look into ... .
products online. Wrlte an e-mall to your partner
explaining your idea. 1 think that we have to ....

lnclude: When it comes to suppliers, we should ....

• how you wlll design the website We want customers to keep coming back to the
site, so we should ... .
• how you will deal with suppliers
Let me know what you think.
• how you will keep customers interested in the site

e Wrltlng Gulde, page 137

 Review 8

Listening
e 3 Bill and Jo are talking about a meeting witho
•O) 121
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 in India.
..... 2. Toe people at Real ideas had already looked at
the plans.
•.... 3. lf they 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.
•..• 5. They won't have to pay Real Ideas immediately
for the products they receíve.
•.... 6. Jo thinks that Real Ideas would be a good
company to work with.
•.... 7. Jo and Bill will decide which company to use on
Friday.
Speaking
O 4 i;:::> 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.
Student A: Name of company?
..__________;¡;~----------
J... 6
['student B: Speciality Crafters
.¡;
Student A: Where based?
.¡;
Listening
5 ◄>) 122 Two business partners, Peter and
Gemma, are talking about the insurance they
will need for their new business. Listen to tbe
dialogue arnd 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
liability insurance will pay out?
5. What is the other type of insurance that Gemma
mentions?
---······............................................................................................
6. How much does this policy cost?
.....................·-··..··---·..···..............-..............,-......................
Speaking
e;:> Work in pairs.
Student A: Turn to page 116.
Student B: Turn to page 128.
Ask and answer questions about each
insurance policy.

Student B: Indonesia

1 Student A: Can they do it?

;¡;
[ Student B: Yes.
;¡;
Student A: To budget?

Student B: Need to change design slightly.

Student A: Samples?
;¡;
[ student B: Yes. Free. ------------..

Student A: Payment terms?

Student B: 30 days from receipt of goods.

Student A: Nice people?

Student B: Yes. And professional.

 Getting Started: Vocabu/ary (page 156) )

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

OS (doesn't say) next to ,e ach statement.

Communication Skills Str•ss Manag•m•nt

Helping businesses succeed since 1978

lt isn't easy to work in a team and it doesn't always come naturally.
..... 1. Inspire Business Solutions can help
lf you feel that your team isn't pulling together, we've got the solution!
a team to work more closely.
Ali our workshops offer the chance for your staff to get away from the office
..... 2. Sometimes you have to work 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 Solutlons runs
These are sorne examples of our popular workshops: lts workshops at lhe company's
Bushcraft - Go into the forest and survive as a team on its own in the wild! offices.
Treasure Hunt - Work as a team to solve clues, and if you're lucky, you'II ..... 4. The Bushcraft workshop is the
find the treasurel most popular.
Escape Room - lf the team prefer something less strenuous, try our escape ..... 5. Older people like the Escape Room
room exercises. lf the team don't work together, they won't get out! worksnop the most.
Contact us and we'II 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.

o Go online and find tour more examples of

O 3 ~,)
teambuilding activitíes. Which one would you
like to try the most? Wlily?
O 2 ~,) 124 A company's Sales Director, Charles, is
talking t o one of the regional sales managers,
Meg. Listen to the dlalogue and circle the
correct answer.
1. Sales have gone down / up this quarter.
2 . Meg thinks that what they offer is better than /
not as good as what their competitors offer.
3. The sales team never had / used to have a team
spirit.
4. Charles thinks that rewarding sales reps for high
sales is causing / solving problems.
5. Charles thinks that having sales reps working
as individuals / a team is the most effective
approach.
6 . Charles' ex-colleague / boss
found that doing teambuilding
exercises made the situation
better.
12s Complete and phrases sentences from
the dialogue wíth the words and phrases below.
Then listen and check your answers.
suggestions • sales targets • sales team • approach
disappointed • teambuilding • competition • trust
1. l'm very ··- - - _.........................._ with your region's
sales figures.
2. lf you ask me, the problem is the way the
............................................- ................ is working.
3 . They ali feel they are in ...............................................................
with each other.
4. This quarter, only one rep has met his
5. 1think we need a different .......... .................. ............................... .
6. Have you got any .................-.......................- .................. ?
7. We should try sorne ................- ........ ............_. ..............
activities with your team.
8. lt will help them learn to ._...........-...- ...- ..........- .... - ...- ....-.
each other again.
o YourTurn
Work in pairs. Use the phrases from
Exercise 3 to write a dialogue similar
to the one i n Exercise 2. Practise
your new dialogue.
 W orking with Vocabulary e 7 Tick (.t) the logical sentences.
..... 1. Employees usually get a bonus when they don't
( IC/ IS ) VOCABULARY PRESENTATJON complete their work on time.

04 Circle the c orrect response.

..... 2. When people pull together, they work as a team
to achieve a goal.
1. How did you break the ic e when you met the ..... 3. lf something is a challenge, it is easy to
new group of employees? complete.
a. With laughter - 1 told them a very funny joke. ..... 4. Different companies have different approaches
b. 1gave each employee a bonus. to marl<eting.
2. What approach do you think we should take to ..... 5. When you are shocked, you usually feel very
the company's cash flow problem? relaxed.
a. 1 think we must wait for clues. ..... 6. When you have got many tasks to do in a short
b. The best thing to do is meet w ith a financia! period of time, it's a good idea to prioritise them.
advisor.
.d , t th d.d ,
O8 ~ Work in pairs. Explain why the sentences you
3 . M y team d I n 1 pu11 oge er, so we I n 1comp1e 1e d'd
• t . 1 n 't t·Ic k •in ExercIse
• 7 are no t 1ogIca
· 1,
the proiec o n 11me.
a. Haven·t they got any team spirit? O 9 ◄>) 126 Alison and Joe are talklng 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
each statement.
a. lt's quite relaxed, and we ali worl< really well
together. ..... 1. Alison decided that they needed to go on
a teambuilding day.
b. lt was quite strenuous at first, but now I find it
pretty easy. ..... 2. Alison's team tool< the longest to get out of the
escape room.
O5 Write each word next to its definition. ..... 3. Everyone eníoyed the treasure hunt.
incentive • interpersonal • prioritise • scheme ..... 4. Alisen was angry that they lost at the treasure
shocked • stressed • tackle • unmotivated hunt.
1. ............................................. : without determination ..... 5. In the bushcraft activity, all three teams had to
2 .........................- .................. : unable to relax do three things.

3 . ............................................. : make an effort to deal w ith ..... 6. The whole group had a meal at the end.
something
4 . ...- ....................................- : something that is intended
to encourage someone
0 •.,.,11¡¡1.;,¡;:i
Work in pairs. You are both managers at
5 . ....- ................- ................_ : surprised in a negativa 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
want them to do a teambuilding activity.
8 ........................- ................... : decide on the relativa
Discuss the advantages and disadvantages
importance
of each of the options below and decide
O6 Complete the sentences with the words and
phrases below.
which one you are golng to choose:
• Bushcraft • Escape Room
bond • challenge • conflict resolution • credit • Treasure Hunt • Sports Day
treasure hunt • workshop
1. Louise is an expert on ....- ......................- .........._ . She
helps employees find difterent ways to resolve
their disagreements.
2. The biggest .......................- .................. that we face is the
rising cost of the materials we need.
3. Have you ever been on a ........................................._. ?
11's a game - you search for hidden obíects.
4. Last week, 1 went to a very good .............................................
about how to manage stress.
5. lt's very important that we all _..........- ............................. with
our colleagues - it makes for a better atmosphere.
6. We don't always give people the .............................................
they deserve for all their hard work.
 Oi=aetting Started: Vocabu/ary (page ~ O 2 ◄>) 12&
answer.
Listen to the dialogue and circle the correct

48 - ----
1 ◄>) m Read the blog. Answer the questions. Greg: Kate, what do you think of my idea?
Kate: The e-mail survey? 1 '1 afra1d I don t agree
~ BUSINESS MATIERS lt could prove to be p oblemat1c - the last
~ Jennifer Chan's Blog time we did one, very few people ' replied I
responded.
Greg: That's true. What about conducting a street
The Power of Teamwork survey as well?
Nothlng con be more demotivoting for employees thon to feel Kate: Actualty, 1 think we need to 2 concentrate /
thot they ore olone, thot they hove to do every1hing on their own focus on improving our designs before we start
ond lhot no one listens to them. Obviously, when people oren'! asking for customer feedback.
motivoted, lhey oren'! going to perform to lheir best obility. Thars Greg: 1m not so su e, Kate. 1think we need sorne
where teomwork comes in. input from our custorners so that we know what
3 decision I direction to take. What's your ta11.e
There ore mony odvontoges to colloborotion. First of oll,
resoorch has preved thot businesses ochieve lheir gools more on this, Sara?
quickly ond efficienlly when people work os o teom. Teom Sara: Well, there are strengths and weaknesses
members constontly exchonge ideos, os teomwork focilitotes to both • approaches I ideas. How about
good communicotion. Moreover, it encouroges personal cornbining them?
occountobility. When people hove a sense of tecm spiri1, lhey
Greg: How do you mean?
won't want to let down lheir collecgues, so they will make o real
effort lo fulfil lheir individual responsibililies. Commilment and Sara: We could come up with a few new ideas, like
contribution become key words. In oddition, if lhere is o conflict, Kate says, create sorne samples, and then have
o teom that works well together con settle it much more eosily. sorne focus groups for people to 6 • express I
share their point.s of view about them.
Re.wl.ember thuú 11.0 1' in. 't~m.' - Kate: hat seerns ike a good way to go about 1t.
titll far on.e. titnÁ 011..e far titll! What do you think, Greg?
Greg: Yes. lt sounds reasonable o me.
Comments:

l think tecmwork is overroted. 11 doesn'I suil ev8fYone. Mony people

work better on their own, in o quiet place. Tecmwork is good when Companies often use a SWOT analysis to
irs limitad to oertain aspects of a project. Allson, London 12-45 analyse their situation in the market: Strengths,
rrs not enough toJusi put peopte in teoms ond expect them to Weaknesses, Opportunities and Threats.
cooperote. There has to be personal accountobility. 11 there isn't,
there ore always people who sil oround ond let others do the work
for them! Ray, New Yorli 13: 17 3 Read the dialogue in Exercise 2 again. Then
complete the sentences with the correct name,
Greg, Kate or Sara.
1 . How do employees flnd working by themselves, 1 . ............................................_ thinks they should get customers'
according to Jennifer? opinions befare making any changes to their
products.
2. What does Jennifer say about studies lnto 2 ............................................ _ suggests showing sorne
teamwork? exarnples of their products to potential custorners.
3 . ............................................... wants to do markel research vía
3. What reason does Jennifer gíve for why people in e-mail.
a team work hard? 4 . ................... ......................_ thinks they need to work on their
----··....····-··---····-·..·- products first befare they ask for people's opinions.
4. Why doesn't Alisan agree with Jennifer about
teamwork? o Work in pairs. Practise
5. What problern has Ray got with teamwork? the dialogue in Exercise 2.
Pay attention to the
\ 1 ~ expressions in colour.
O • " 'w
- ha• t•ty¡
- pes of tasks do you ~
like doing alone? Which do you
prefer doing as part of a team?

.
••
 W orking with Vocabulary O7 Circle the jncorrect option in each sentence.
1. How are we going to settle this conflict / dispute /
( IC/! $ ) VOCABULARY PRESENTATION product so that you two can work together?

04 Circle the c orrec t answer.

1. We must work together on this project if we want
to do it well. We have to cooperate / express w ith
each other.
2. When did you come up w ith / settle these
wonderful ideas? They're so original!
3. 1 don't think it's overrated / reasonable to expect
us ali to work late to meet this deadline.
4. What is your aspect / point of view on this íssue?
2. 1 think that company / problem / software is
overrated - it's definitety not as good as people
say.
3. You need to express your objections / opinions /
team members clearly lf you want people to listen.
4. Which aspects of input / this p roject / teamwork
do you think are most difficult?
5. You need to cooperate with the latest research /
Michelle / the rest of the team, or you 're not
going to complete the project to schedule.

O5 Matc h A to B to form sentences.

o
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. Please share this infomiation feedback on your partner's suggestíons.
Together, decide which option you prefer.
5. The main strength o f this idea Use the ideas on page 116 or ideas of
6. The only weakness of this approach your own.
B
..... a. Is that lt will take longer to complete.
..... b . we don't have the necessary resources at the ~ ) Workbook , page 36
rnoment. ~
..... c. 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.

O 6 ◄>)129 Complete the sentences with the words

below. Then listen and chec k your answers.
commitment • demotivating • encourage • facilitate
input • perform • personal accountability • prove
1. lt's very ..............._........................... w hen you work really
hard, but you don't see lhe results you want.
2. We ali need to .............................._............ our tasks to the
best of our ability if we are going to succeed.
3. 1always ........................................_ .. my co-workers to
express their opinions.
4. AII the studies that l've looked at .............................................
that teamwork makes people more efficient.
5 ............................................ is very importan! in teamwork.
Everyone must be responsible for their own part
within the group's work.
6. An environment w here everyone feels free to give
their opinion w ill .............- ...- .. ............ ...... decision-making.
7. 1don't know how to handle this problem. l'd like
your ....- ................- ................... on it.
8. Jiu·s ........................- .................. to the team is impressive.
She's always ready to work overtime and help
others.

.
•
 Getting Started: Vocabulary (page 157)

◄>) 130 Read the page from a business studles

coursebook. Tick (✓) the a dvice that the writer
gives about being a leader.

HOWTO BEA 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 il. This list of
techniques can help you transform into the type of
leader you want to be:
Be proactive. ratherthan reactive. Try to
identify potential problems and take steps to avoid
them. Good leaders constantly analyse the situalion Who can you think of from the world of ~ '
and are able to adapt to changes in circumstances. That business who is an inspirational leader?
way, you aren't dealing with one crisis after another. What is it that makes you admire this person?

Co111111unirnle co11stantly. Make sure your

employees know what you are doing and planning.
Inspire your team to share you r vision and provide 2 ◄>) 131 Two colleagues, Lily a nd Jack, are talking
di rection for them so they can see how they can play about a job promotio n. Listen to the dialogue and
a irole in making your vision become a reality. w rite T (true) or F {fam
se) next to each sentence.
Correct the false sentences.
Empowcr - clclcgalc ancl facililale. After you
set clear objectives for your team, leave lhe detailed ...... 1. Jack has recently been given a more senior
implementation oí these objectives up to the team. position.
Don't try to micromanage, but be available to offer
advice and support. ...... 2. Jack spends a lot of time in his office.
Dcvclop your team. Ensure all team members
receive continuous training to develop and enhance ...... 3. Uly thinks Jack needs to make all the decisions.
their skills. Have regular review sessions to assess each
member's performance and give feedback.
..... 4. Uly belíeves that lthere is a posltíve side to
Stay closc to yourtcam. 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 ...... 5. Jack finds 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 w he n appropriate.
...... 6. Uly thinks that Jack should meet with the whole
-·- 1. Predict what could go wrong so you can make team one day per week.
sure it doesn't happen,
...... 2. Show that you know a lot about the products ...... 7. Uly doesn't think that teams benefit from having
or services that you sell. to help each other.
...... 3. Make sure that your team knows w hat it Is that
you want.
..... 4. AJlow your employees to be responsible for
their own worl<.
-·- 5. Make sure the employees respect you. We can use reflexiva pronouns to talk about
actions where the subj ect and the object are the
..... 6. Gíve your team opportunitíes to learn so that
same.
they become better al their jobs.
lf you want your team to develop, you have to Jet
...... 7. Let your employees know that you value their
them work out how to do things for themselves.
opinions and suggestions.
1so/ved the problem by myself.
..... 8. Socialise with your team.
4D 3 ◄>) 131 Listen to the dialogue again and complete O6 Circle the correct answer.
the sentences. 1. Do you constantly receive phone calls?
1. What are you finding ........................................... ? a. Yes, sometimes two or three limes a week.
2. 1can't make ali the ............- .............................. . b. Yes, all day long.
3. They need to work things out for themselves if they 2. 11's a great idea, but how are we going to make it
are going to ....- .................- .................. . a reality?
4. But what .....- .................................... they make mistakes? a. First, we will need to get a team of people with
5. 1find it really hard to keep ............................................. with the right skills.
the progress people are making. b. Let's see if it sells well.
6. You should _................- ..............- ... 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 sorne market
7. That's a ..................................- ........ . research wilh a proiotype.

0 ,~,.¡.,¡,..;,a:i
Work in pairs. Write a dialogue similar to the
b. 1agree. We have to know why lt's happening.
4. Do you feel that your manager empowers you?
a. Yes. He trusts me to make a lot of decisions
about my work.
one in Exercise 2 using the phrases from
Exercise 3. Practise your new dialogue. b. Yes. He always gives me a lot of work to do.
5. Do you get along w ith your manager?
a. Yes. 1think he is rreally good at his job.
b. Yes. 1really like him.
Working with Vocabulary
6. l've worked out how we can deliver this project
( IC/IS ) VOCABULARV PRESENTATION on time and below budget.

04 Write each word or phrase below next to its

definition.
a. Great! What's your solution?
b. Really? 1guess we'II have to cut costs
somewhere.
approach • delegate direct • enhance
7. Doesn't it bother you when your boss gives you
implement lead to praise • take steps
so much work to do?
1 ...... ................. _................... : supervise, control
a. Not really - l like being busy.
2.........................................._ : improve, increase
b. No. She said it needs to be done by this
3 . ..................... _................... : cause afternoon.
4 ............................................ : do something in order to
achieve an outcome O 7 companies
◄>) 132 Two friends who work at different
are discussing their managers'
5 . ............................................. : visit and speak to someone
leadership styles. Listen to the conversatlon and
6 ............................................ : give responsibility to another
tick (✓) the correct c olumns.
person
....
O5
7. ............................................. : say that you think someone

Circle the correct answer.

1. To be a successful leader, you need to be
hasdonewell
8 ............................................ : put a plan into action 1.

2.
-- .. ..
has lunch with the
employees
separatas personal life
from work lite
proactive / reactive. Don't just wait for things to
3. is an inspiring model to
happen before you act.
the employees
2. Your ideas are wonderful, but their inspiration /
implementation won't be easy. 4. often praises the
employees
3. The Operations Director meets with her team on
a regular basis / crisis - twice a week. 5. trains the employees well
4. Our main problem right now is a direction /
lack of space in the office building. 6. often answers phone calls
5. Our Managing Director has got a clear while training employees
circumstance / vision of the company's goals
in the next íJVe years. YourTurn
Work in pairs. Turn to page 117. Discuss the
good and bad aspects of each behaviour.
Which two are the m.ost important for a leader?

: .
 C,Getting Started: Vocabu/ary (page 1@)
1 ◄>) 133 Read the notes from a seminar. Put the
information in the order the writer mentions it.
Building a Strategy = A Leader's Role
The leader sits in the driver's seat - navigating the
future with strategic awareness.
Be prepared - don't be caught off guard.
Must step back from everyday work life. Not leader's
job to pul out tires. Need to evaluate things from
a broader perspective. 11 takes discipline to set aside
lime, away from ali the operational distractions, to
analyse the situation and make p lans.
Keep on looking for ways to do things better, raster and
cheaper. Maybe reinvent the business and its strategy.
Not enough lhat management know the company's
strategy. lt must be clear to every single employee what
the company's strategy is and what his / her role is in
achieving the goals - at company level, department
level, team level, personal level.
QUESTIONS TO ASK:
• Wh at changes are likely to take place in the future that
will affect the business? (new competitors entering the
market? bargaining power of suppliers - raising their
prices? bargaining power of customers - demanding
lower prices?)
O3
• Will any of these changes make your company's
services / products irrelevant to customers? (threat of
substituta products / services?)
• Are there ways for your company to be a force for
positive change? (lead a technological revolution in
the field?)
..... a. lnvestigate how the marlket is going to change.
..... b. Look for ways to improve the way the company
operates.
..... c. Don't focus on the details.
..... d. See how your company can do something that
none of your competítors are doing.
..... e. Make sure all the staff know what they need to do.
..... f. Be ready for anything.
..... g. Assess whether changas will make what you offer
unnecessary.
- Find out more~
Companies need to be able to adapt to change.
Go online and find out why Blockbuster failed
while Netflix succeeded .
• •
O 2 ◄>) 134 The Managing Director (A) of a hotel is
talking to the Marketing Director (B). Listen to
the dlalogue and circle the correct answer.
A: We're having a board meeting on ' Thursday I
Friday to discuss the hotel's strategy in the light of
changlng c ircumstanoes.
B: What are you most concerned about?
A: Well, tor one thing, our food suppliers have just
announced that hey're going to ra1se the1r
p1 ces next • nonth / week.
B: Oh, dear. And the prioe of water and 3· e/ectricity /
gas have both gone up.
A: And now a new ho ,e1 1s opemng down the
road from us.
B: Yes, 1know. lt's a chain called Browne's and their
hotels look good, but I don't know much about
them.
A: Me neitherl We must gather 'llore ir fo rr aron
about th1s 1e" co 11pet tor. What do they
offer and for what prices? That way, we can
define the problems / ,ssues clearly and
then break the problems down into smaller
prob,ems.
B: OK. 1'11 see what I can find out about Browne's
and this new hotel and update you 5 before ! In
the meeting.
A: Thanks. Going forward, it looks like we've got a
few c hallenges ahead of us, but nothing we can't
overcome.
Read the dialogue in Exercise 2 again. For eac h
sentence, circle all of the correct options.
1. There is going to be an íncrease in the cost of . .. .
a. food c. water
b. power
2. Browne's is a company they are ... with.
a. familiar c. unfamiliar
b. in competition
3. The Managing Director wants to know about
the new hotel's ....
a. charges c. services
b. design
4. The Marketing Director is going to ....
a. do sorne research
b. give a presentation in the meeting
c. tell the Managing Director what he finds out
5. The Managing Director is ... be able to deal with
the problems they face.
a. sure they will c. sure they won't
b. not sure they w ill
•·c•i•l•"ii•«:J
Work in pairs. Practise the dialogue in Exercise 2.
Pay attention to the expressions in colour.
 W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION Phrases like put out fires and going forward
are examples of language that is quite specific
O4 Circle the correct response. to the office environment. Other examples are
touch base (make contact with someone) and
1. What is your role in the department?
by e/ose of play (by th.e end of the working day).
a. 1 design the promotional material. Are these phrases the same in your language?
b. 1 think we work well together.
2. Do you need a lot of discipline to do your job?
a. Yes, but l'm sure we'II solve the problem. 06
Tick (✓) the logical se ntences.
b. Yes. You have to be able to concentrate on one _.... 1. The digital revolution affected every aspect of
thing for a long time. the film and music industry.
3 . What did that customer demand? ...... 2. The continuous ringing of phones in the office is
a. She asked about the price of these shoes. a distraction for me.
b. She wanted a full refund. ...... 3. The company must reinvent itself - its main
4. What is the most serious threat to your company at objective should be to continue to create music.
present? ...... 4. We need to look at this from a broader
a. lt's the increasing competition from start-ups. perspective and focus on the details.
b. We've developed an effective marketing strategy. ...... 5. Now, let's step back and evaluate this
information calmly.
5. Does your bookshop belong to a chain?
...... 6. They have more bargaining power now, so they
a. Yes. There are 26 other branches throughout
can demand a higher price.
the country.
...... 7. Today, there is less awareness of environmental
b. Yes. We've been on these premisas for over issues than 50 years ago.
50years.
...... 8. lt's importan! to s et aside time to evaluate your
6. Do you think smartphones have made MP3 players employees' progress.
irrelevant?
a. Yes, of course. Thesa devices are totally
compatible. ••i•i•iii•ii,K::J
b. Definitely. 1don't think anyone uses them any Work in pairs. You are managers at a local
more. chain of fish restawrants. You are meeting to
discuss the company's strategy in the light
O5 "4>) 135 Replace the words and phrases in bold
with the correct w ord or phrase below. Then
of changing circumstances. Ask and answer
questions to complete the chart with the
listen and check your answers. problems and possible strategies. You can
add strategies of your own.
be caught off guard • force going forward
in the light of navigate • overcome Student A: Use the lnformation on page 117.
put out fires • substitute Student B: Use the information on page 128.
1. The CEO must help the company to handle
a complicated marketplace.
- - -········-·······················-·····
2. l'm sure we'II succeed in dealing with this
problem . ..........................................................
3. Our managers must handle crises ali the
time ...........-...- ...·--...............- ...................
4. She has become a powerful influence in
the boardroom. ..................................... _ __
5. Plan ahead. You don't want to be surprised
and not prepared.............- ........................_.....................
6. Customers are demanding healthier food. What
can we use as a replacement for sugar in our
products? ...............- .............................................
7. Considering this new information, l'm afraid we will
need to change our plans. _....................................... - ...- .........
8. From now on, we will need to manage our budget
bettPr ..................- .............................- ..........
 Reading
1 ◄>) 136 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 ....
l Osteps to b.usiness 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 sorne training on how to work well
together.
When a group of people are collaborating to find
a solution or reach a decision, there will always be
differences of opinion. What is important is how people
deal with these disagreements. Unfortunately, people
often argue instead of working together to try to find
the best solution. Their priority becomes winning the
argument rather than doing what is best for the
company. But remember, when people disagree with
us, it's not personal. It shows that they share our
commitment to finding a solution and in the end, we
all want the same thing - what is best for the
company.
Discussing and listening
When someone's opinion is different from ours, we
should try to understand their ideas and be willing to
accept them lf they are better than our own. We must
also listen respectfully to their input about our ideas.
They may have identified something problematic about
our suggestion that we hadn't thought of. Very fevv ideas
are perfect when they are first put forward, and this is
why collaboration is so valuable.
In an open discussion, a team can
evaluate the strengths and weaknesses
of ideas and very often come up with
a better solution. If people are afraid to
say what they think because they don't
want to get into an argument, a team
won't perform weU.
Training
Organising sorne workshops where
people have the opportunity to work
on their interpersonal skills, including
how to tackle disagreements and
D
settle conflicts, can really help to
make sure that a team bonds well
and pulls together for the good of the
company as a whole.
_.... 1. people might have to be taught how to be
an effective team member
···················-·································- - - - - - -··········-························
_,... 2. teams should avoid having different ideas about
what to do
.................._............................................·- - -·· ..···..·············- ··············..··......
...... 3. when there is a disagreement, people
sometimes forget the main purpose of being in
a team
...... 4. when someone disagrees with us, it's usually
because he / she doesn't like us
...... 5. if someone doesn't agree with our idea, it's often
because he / she doesn't understand what we
mean
_,... 6. when people are worried about conflict, they are
less likely to contribute
Writing
2 Imagine that your company sent you on
a teambuilding day. Write a review for the
company Intranet about your experience.
lnclude:
• the teambuilding activity you did
• who else attended
• what you liked or didn't like about it
• what your colleagues thought of it
• whether you think it will make the team wor1< better
together
Useful
Language
1went on a teambuilding day last week with the
rest of my team.
Wedida ....
We had to work together in order to ... .
1enjoyed it when we ... because ..• .
1thought ... was a good / bad idea because •.. •
1didn't like it when we ... because .•..
1think that the teambuilding act ivity will help us
to ... because ....
• Writing Guide, page 138
 Review 9

Listening
O 3 ◄>) 137 Three people, Karen, Ted and Linda, are giving their opinions about teamwork.
Read the questions. Then listen to tbe speakers and write the correct name next to
each question.
Who says .. . ?
1. teamwork is an opportunity to gel to know your colleagues ......................................- ....
2. we shouldn't create teams lo solve small problems ·-··-...........- ..,-..........- ..
3 . they spend more time trying to deal wilh arguments than tackling the issue ..............................- ............
4. sometimes a team can t.ake more time to solve a problem than is necessary ........................... - ..............
5. talking to colleagues is a way to improve your knowledge ...........- .........- ....- ............
6. employees need to have more responsibility to make decisions alone .............................................
7. sometimes people jusi want to be praised _ _ _ .. - --...- ...........
8. meeting with people from other departments to discuss an issue can be useful .............................................

Speaking Listening
O 4 e,::>Work in pairs. Use the mind map to help
you.
O 5 ◄>) 138 Samantha Gibson is talking about her
experience as a busi'ness leader. Listen to her
Student A: You are going to talk about the positive talk and tick (✓) the opinions that match what
aspects of teamwork. she thinks.
Student B: You are going to talk about the negativa ...... 1. lt's possible to learn to be a leader.
aspects of teamwork. ...... 2. Sorne people are natural leaders.
...... 3. Sometimes, a leader has to pretend to be
something he / she is not.
...... 4. Being friends with your employees is d ifficult.
...... 5. You should give responsibility to your team .
...... 6. There is only one way to be a leader.

te.am spir lt ...... 7. You need to ask for your employees' opinions.
and bonding ...... 8. You should only talk about business with your
employees.
confllct

A: One advantage ot teamworl< is that it encourages Speaking

people to take resrxmsibility for their rote in the
team because they don't want to !et the rest of
the team down.
O 69 Work in pairs. Imagine you are both
successful leaders and you are preparing a
8 : That's true, but there are atso people who leave talk to give to sorne new managers about how
a/1 the work to the other members of the team. to lead. Discuss what advice you would give
them. Use the points below to help you.
• empowering employees • leadership style
• asking for their opinions • developing your team
• time management
 C,Getting Started: Vocabu/ary (page 158) )

• ◄>) 139Read the Job advert. Then write T (true) or

F (false) next to the sentences below. Copy the
words that gave you the answers.

■ Sales Manager - Electronics

Sharp Eye Technologies Ltd Headquarters
Toe Sales Manager ....
New York • Role will be based in the Berlín office ...... 1 . will supervise many people

i{I Management Level iiiit 1,500 Employees ..._ 2. must have experience of organising exhibrtions
Job responsibilities include:
• running a small but dynamic sales team ..._ 3. will look far new customers
• particlpating in exhibitions ·················-··········-··········-··---·········..······..····-····-···········-····-····... ... ,
• providing customer support ...... 4. needs to be able to direct and inspire a team
• identifying and targeting new mall'kets
• negotiating contracts
...... 5. will need to know how to examine the German
Job requirements: éléctronics market
• previous sales experience
• ability to lead and motívate a sales team
...... 6. must be good at reaching agreements with
• excellent interpersonal skills
• ability to analyse local markets
• effective negotiating skills
customers
···-····........................ ___ ......-.......................-...................................-.....
...... 7. onty needs to know a little German
• fluent in German
• willing to relocate to Benin
For more information, contact Becky Presten al
...... 8. will need to live ín Berlín
beckyp@jobhunt.net.uk or click the button to apply. f+iQijh
Please note. Only su1table candidates w1II be 1nvited for an interview.

O 2 ◄>) 140 The Head of Sales. Jeremy Harper, is

interviewing a candidate, Liz Neilson, for the
O 3 ◄>) 141 Complete the s entences with the correct
form of the verbs below. Then listen and check.
job of Sales Manager. Li sten 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
............................................. background. educationat background?
2. Uz studied Business Studies for ................ ................. ......... 2. Have you ....._____ ......... experience in sales?
years.
3 . t ............................................. in touch.
3. Liz currently works as a ............................................. for
4. Why do you want .............................................?
Greendale Chemicals.
4 . Uz wants to leave her curren! job because she
5. Why do you ............................................. you're a good
candidata for this job?
wanls more of a ............ - .......................- .... .
6. l'd like ... .........- ....................... more about how well
5. Liz knows a lot about the .. _................- ................ _ ..
you work under pressure.
6. Uz has experience of ......_..................- ................ a team.
7. How long have you .....- ..................................... there?

When companies want to fill a high-level position

and are looking for an especially highly 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. Pr.actise your new dialogue.
 W orking with Vocabulary f9 1 ◄>) 142 Circle t he correct answer. Then listen
and check your answers.
( IC/ IS ) VOCABULARY PRESENTATION J 1. Lisa is going to help me plan my survey. She's
very insecure / knowledgeable about market
O4 Match A to B to form logical sentences. research.
A 2. Tom is very good at keeping track of office
1. You have a lot of experience of selling books, supplies in our company. He's very messy /
organised.
2. Toe successful applicant must be fluent in Spanísh,
3. Amanda is very hard-working / confident. She's
3. 1think you should take tlhe advanced course
al the office trom 9 am to 7 pm every day.
in English
4. Is Paul someone that we can trust with this? Do
4. 11 isn't easy to work under pressure,
you think he is outgoing / responsible enough?
5. lf you're going to target a new market,
5. lt's my first day at this job. l'm very anxious / lazy!
B 6. Chloe isn't a good marketing representative. She's
•... a. so l'm afraid you aren't suitable. too quiet and dynamic / introverted .
•... b. so make sure you take time to relax. 7. l'm not very confídent about my work. In fact.
•... c. so we'd like to offer you the job. l'm quite insecure / responsible.
•... d . you need to do sorne research into what they 8. l'm under pressure and I haven't got time to
want first. file papers, so my office is very messy / lazy
right now.
•... e. to continue improving.

O5 Complete the sentences with the words and

Oa◄>) 143 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 nru
educational background • headquarters mention?
logistical support • relocate 1 . the importance of alTiving on time
secondary school • vocational course
2. how to dress for an interview
1 . The company's ··························-·..····················-····-· are 3. how to greet the interviewer
in London.
4. how to answer questions
2. The job requires me to···-··········- ····-···········- ····-················-
to Paris. 5. what documents to bring
3. What is your ···············-····-····-··················-············ 7 Did you 6. how to organise your documents
study at university? 7. how to practise
4. 1provlde - - - - -····-················. 1make sure that 8. which questions to ask the interviewer
the equipment - the projector and microphone - 9. the importance of smiling
is working befare meetings.
The presentar does not mention .... or ......
5. 1finished ............................................................ when I was 18.
Toen I took a .............................................................. in electronics.
0 YourTurn
O6 Match the adjectives in A to their opposites in B.
Work in pairs. Discuss the items
A B in Exercise 8. Wh at advice
1. outgoing ..... a. messy would you give for each item?
2. insecure ..... b. confident
3. hard-working ..... c. introverted
4. organlsed ..... d. lazy
 O Getting Started: Vocabu/ary (page @ O 2 ◄>) 145 The Human Resources Director (A) is
conducting Liz Neilson's (B) second interview.
1 ◄>) 144 Read the lntervlew lorm. Answer the Listen to the dialogue and fill in the missing
questions. words.
A: Hello, Liz. lt's nice to see you again Please
PosmoN: Sialu Rep ,.
B: Thank you. 1m glad to be here.
Name: Liz. NeilJOVL A: You re one of three candidatas that .,_ e ve
invitad back for a second interv,ew. Before 1
Tclephone: 07700 'f0O 'f5~1
ask you for more information about
Add ress: l 7 LilypoVLd Drive, M" iu'1uter 2. .................... - ............... _ _ _ , l'd like to tell you
more about the job.
E-mail: I i~uk.11.e,tt
B: That would be great. Thanks.
Education: ll) secondary school A: This Job calls for a lot of overtime. How do you
O university ll) vocational feel about that?
Skills: Campl,(ter skills: Word, Exce/, PowerPoint B: That 3· ............................................................... me. l'm keen to
succeed, so l'm happy to work long days and I m
Languages: E113ti.fh {11111t ive), (jer11-1"vi, {fil.(ent)
flexible ,bout hou s
Work experience: 5"/u M"l'l'l,9e,r - 3 yucrs A: Great. The startmg sald y ,s E'.60,000 pe annum.
_g re.evi,d,de Chet111 iuiIs 0ur sales reps work 40 hours a week, but as a
manager, we expect you to be conscientious and
work •·......................................- ...................... .
lnterviewer: Jeremy H"rper
B: That's fair. What about leave?
Date: ~tk All.jl.(.ft
A: You get 25 days 6 · ............................................................... . The
lmpressions: l-t"rd- worki.113, rupo11Jible, retirement benefits are great and other perks
o".J" vtise-d, out..90 i113 include free health insurance and gym membership.

Schedule a second interview: IZlves ONo B: That's great. lt sounds like the perfect job
A: Good. And, wl at is your not1ce perrod at your
current Job?
B: Four weeks.
1. Whlch city does Liz Neilson live in?
A: 0K. Next, l'd like you to tell me how you handled
sorne different situations at work. First, can you tell
2. Did she study at university? me about a time wh.en you had to resolve a conflict
- - - ········-·················-·······....................... _,................... between G. _ _ _ ...........................................?
3. Which computar programs is she familiar with?
O3 Read the dialogue again and match the numbers
in A to what they refer to in B.
4 . Which languages does she speak?
A B
1. 3 ._.. a. how many hours a week the
5. How many interviews has she had so far? me mbers of the team work
2. S:::60,000
3. 40 ._.. b. how many people are having
a second interview
4. 25
·- .. c . how many weeks of notice Liz
1 - Find out more ~ 5. 4
needs to give her curren! employer
Go online and find a list of sorne 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?

... -------------..::{
What are the advantages and d isadvantages' -
of using job interviews to decide if someone is
\ I ,

'
-·· e. how much Liz will be paid if she
gets the job

suitable for a job? Do you think interviews are

a good way to choose a suitable candidate for Work in pairs. Practise the dialogue
ajob? Why? in Exercise 2. Pary attention to the
expressions in colour.
 W orking with Vocabulary 06 Match t he adjectives in A
to their definitions in B.
( IC/ IS ) VOCABULARY PRESENTATJON 1 A

O4 C hoose the correct word to complete each

~ >) 146
sentence. Then listen and check your answers.
1. sensitive
2. creative
fast learner • multitasking 3. conscientious
1. l'm a .. _.....-.....-.......................- .... 1don't need a lot of 4. industrious
explanation. 5. easy-going
2. l'm not very good at .....................- ....- ................. 1can't B
do more than one thing at a time.
...... a. can think of original ideas
incentive • start ing salary
...... b. very serious about doing duties and what is light
3. The ......-...·-··.. - ...- ....- ......... _ is E'.45,000 per annum.
...... c. hard.. working
4 . Our company gives the best employees
..... d. aware of other people's feelings and behaviour
a weekend at a holiday resort. lt's a great
....-....- .................- ... -......... to work hard. ..... e. pleasant and relaxed
schedule • shift work A
W 7 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.
a. No. 1don't want to do shift work.
6. Every week, the marketing reps get their
............. ...... ........................ for the following week. b. No. l'm easy-going.
tire • recruit 2. Our company has jusi fired three sales
representativas.
7. Greg was late for work again. l'm sure they'II
a. Why? Were they too keen?
···-..·-·· ..··········-·.. -·······.. him ooon.
8. Does your company .._........................................... many b. Why? Were they not hard-working enough?
college students? 3. The Sales Manager is giving a E'.2,000 bonus to the
health insurance • retirement benefits sales rep who sells the most phones.
9 . Do you get good ....- ...- .................................. at your a. That's a great relirement benefit.
new job? You'II need money to live on when you b. That's a great incentive.
stop working. 4. The Managing Director has jusi offered Mike
1O. My ............................................... pays for my visits to a permanent job.
the doctor. a. That's probably because Mike is such a fast
notice • perk learner.
11. One ...........- ...- ........................... of working here is that b. That's probably because Mike is too ambilious.
you gel 10% off at sorne of the local restaurants. 5. Will you be able to do this project as well?
12. 1 need to give two months' ......................_ .................... a. Yes. l'm good at multitasking.
when I want to leave my current job. b. Yes. l'm always punctual.

O5 Circle the correct answer.

1. l'm very keen / art iculate. l'm good at speaking
in public.
2. l'm very ambitious / decisive. 1want
a successful carear.
3. l'm a temporary / punct ual person. l'm never
late.
4. l'm not decisiva / permanent enough. 1need to
be quicker at making a choice.
5. l'm not very ambitious / flexible about hours.
1can only work at certain times.
6. l'm very decisiva / keen to get a job in the
fashion industry. lt's what l've always wanted to
do.
7. l'm looking for a flexible / permanent job. 1want
to work for the same company for a few years.
8. This job is for three months. lt's only a
hard-working / temporary job.
~ YourTurn
Work in pairs.
Student A: You are the Managing Director and
are interviewing a candidata for a job as a Sales
Director. Ask questions to complete the interview
form on page 11 7. Then discuss work hours,
salary and benefits. Use the job information
below the form.
Student B: You are applying for a job as a Sales
Director. Answer the interviewer's questions. Use
the personal information on page 128. Then ask
questions about work hours, salary and benefits
to complete the job lnformation form.
> Workbook, page 40
 \
.
1
__
-·-
....,
-==-
===--===---·
Getting Started: Vocabu/ary (page 159) )

◄>) 147
Read the tlps for preparlng a CV. Answer Amy's
and Patrick's questions. -----
A CV neects 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.
■ Layout: 11.Jse headings to make your O/ easy to read.
Use the following: Personal details, Personal statement,
Work experience, Education, Languages, Skills. Use ■ Education: Say where you studied. Always start with
bullet points for the information under each heading. the most recent place you studied. Include relevant
■ Persomlll detili15; lnclucle your name, home aclclress, courses and the marks you received.
phone number and e-mail address. Don't say what your ■ Languages: Mentlon any foreign languages you speak
gender is, your age or date of birth, or your marital and how well you speak them.
status. The only social medía you should add is your ■ Skills: List computer skills or any other skills (from
Linkedin profile. work or outside work) that are relevant to the job.
■ Personal! statement: Write one or two sentences ■ Check: Use the spell-check on your computer and ask
describing what your career objectives are and how someone else to read your O/ to check for mistakes.
you can benefit a company.
■ References: Don't include your references on your
■ Work ex,perience: Write your most recent place of 0/, but ask two people if they would be prepared to
work first. Say what your duties were, but don't just give you references. One should be from a place where
write a job description. You should say what your you studied, the other should be from a place where
achievements in that role were. You can also include you worked. You shouldn't have a family member as
any part-time work that you have done. your reference.

How many headings should I include in my O/? Is ita good idea to mention my hobbfes?
Reply: 1
• ... - ........ - - -·····..••.............- ......... - ..........- .........._ ........
Reply: 4• .............. _ _ _ _ _ _ _ _ _ .................._ ....
Arny Should I include part-time work that I've done?
Should I put my date of birth on my O/? Patnck

Reply· 2- ................- ......... -............................. ·- - - Reply: 5• _ _ _ - - - ...................................................

Do I wrtte my references' contact details on my O/? Should I put links to my Instagram and
Reply· 3• ........................................................................._ ................................. Facebook accounts?
Reply· 6. ...._ .......................- ........ _ _ _ .- ................ _ __

Why do you think we don't include ' '

information like gender, date of birth
and marital status on a CV?
In sorne countries, it is
48 2 Match the informati~n below to th~ correct.heading on the CV. common to put a photograph
of your face on your CV.
1. 2018-2021: Marketing Manager, Ra1nbow Paints .............- ...............- .........
2. stewartd77@jmail.com ...............- ...........................
3. Spanish (native), English (advanced), Japanese (intermediate) 0 YourTurn
4. 2016: Diploma in Business Studies - Bonneville School of Business Work In pairs. Turn to page 118.
---· ................_ Look at the CV and talk about
5. Word, Excel, PowerPoint _ _ __ the mistakes that Deborah
Hansen has made in her CV. Use
6. A híghly motivated Marketing Manager looking for a new challenge. the tips on this page to help you.
Proven track record of .... ...-........................................
 W orking with Vocabulary
( IC/ IS ) VOCABULARY PRESENTATION J answers.
03 Circle the correct response.
1. What does the job description say the job involves?
a. ldentifying opportunitres in target marl<ets and
developing strategy.
b . Full-time with 25 days' annual holiday.
2. What are your career objec tives?
a. 1 finish my course next year.
b . 1want to be a senior designar within the next
three years.
3. Which foreign languages do you speak?
a. l'm fluent in Portuguesa and Russian.
b . My first language is English.
4. Who are you going to ask to provide references?
a. Sorne of my colleagues helped me.
b. My tutor and my previous boss.
5. You say you have a proven track record in delivering
projects on time. Tell me more.
a. Yes. In the last si.x months, l've managed three
big projects that were all completad to schedule.
O<, ◄>) 149 Martha is helping Tim with his CV. Listen
b . Yes. The current project l'm responsible for is
supposed to be finished by the end of the year.
6. What is the best layo ut for a CV?
a. Use headings and bulle! points.
b . Don't forget to check for any spelling mistakes.
7. lf someone has the right qualifications and
experienoe, their gender isn't importan!, is it?
a. You 're right. lt doesn't matter where they are trom.
b . You're right. lt doesn't matter if they are a man
orawoman.
8. What were your achievements in that role?
a. 1earned about €28,500 ayear.
b. 1 managed to c ut costs by 25%.
O4 Put each word or phrase into the correct column
according to whether it irefers to education or
workplace abilities.
bachelor's degree • communication skills • d iploma
formal training • graduate • managerial skills
master's degree • negotiation • problem-solving
think outside the box • with honours • initiative
Education Workplace abilities
Os ◄>) 148 Complete the sentences with words and
phrases from Exercise 4. Listen and check your
1. Glenda needs to work on her ............- ................- ....- .... .
She can't always explain what she means clearly.
2. lf you want to get the best possible price from
suppliers, you need to be good at .............- ............................. .
3. We really need to come up with sorne original Ideas,
so I want everyone to ........................- .......... - .... .
4. He has great ............................................ - he knows the
industry, he's good at analysing a situation and he's
really good at motivating and developing his team.
5. Laurence doesn't have any .......... _ .......... _ .......... . He's
learnt everything he knows through experience.
6. 1decided to show sorne ........................................... and
found a solution to the problem myself.
7. Amanda was an excellent student. She gained
a bachelor's degree ····- ············ - ·..············· from
Manchester University.
8. After she finished her bachelor's degree, Gemma
went on to do a ............................................. from Cambridge
University.
to the dialogue and choose the correct option to
complete each sentence.
1. Tim wants to apply for a job as a .. . .
a. photographer
b. sales representativa
2. As a hobby, Tim enjoys ... .
a. photography
b. repairing cameras
3. When Tim worked for a company callad Arkwright
Electricals, sales in hís region . . . .
a. decreased
b . inc reased
4. Martha says Tim was good at communicating with
customers and .. . w hen they were colleagues.
a. working w ith others
b. leading a team
5. Tim has ... how to use different computar programs.
a. experience of
b. a qualification in
6. Martha thinks that the font Tim wants to use is
too .. . .
a. big
b. small
~+ YourTurn
Work in pairs.
Student A.: You need to write a CV to apply for a job.
Student B: You are helping Student A with his / her CV.
Follow the flow chart on page 119 and act out
the conversation.
••
 •
o 1 ◄>) ,so Read Cralg Slnclalr's cover letter. Tick(✓)
the things that he include s.
02Read the cover letter again_Write T (true),
F (false) or OS (doesn't say) next to each
statement.
Ncw musa " OP~1
To dewa10uys1alsystems.co.ne1t ...... 1. Craig does ali his job searching online.
From Cralg S1ncla11 ...... 2. Craig recently became interested in computers.
Sub¡ect Sales Re~esentabve Role
...... 3. Crystal Systems is a large technology company.
Dear Ms Dewar, ...... 4. Crystal Systems has recently launched sorne
1 amwriting to apply for the role of Sales Representative as products.
advertised on the Job Match-Up website. Please find my ...... 5. Craig is interested in computers, but he doesn't
CV attached. have any relevant work experience.
1 have always been interested in the information technology ...... 6. Craig thinks he is good at talking to people.
sector. The opportunity to work with Crystal Systems, one ...... 7. Craig prefers being interviewed overa video call.
of the biggest companies in the industry, is one that I 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 1- -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. 1 currently work for a,n 1T company, so I 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. 1have very
experience does it ask for? How many of these
good communication skills, which means I can deal with
customers well. 1 am also able to provide technical support
things do you have or do you know already?
because I am very familiar with the products that you sell.
1 am available for an interview at any time that suits you -
either at your offices or overa video call. 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
correct order. Use Craig Sinclair's cover letter
Craig Sinclair
as a modal.

@Craig_ Sinclair_CV.docx

-·- 1. Say what job you are applying for.

•..• 2. Say where you saw the advertisement.
..... 3. Ust your previous employers.
-·- 4. Say something positiva about the company.
.... 5. Talk about your hobbies.
...... 6. Say what you don'! like about your current job.
-·- 7. Show that you know about the company and
what it does.
...... 8. Say when you can ba interviawed.
-·- 9. Say how long it is before you can leave where
you work now.
•..•1O. Give your current salary and say how much
you would like to earn.

When writing a covering letter, write

Dear Sir or Madam and fin ish with Yours
faithfulfy, when you don't know the name
of the person you are writing to.
O 3 Write
Imagine you are applying for one of the jobs in the adverts below.
your CV and cover letter. Use the CV on page 160 to help you.

·~
lnvent any extra information that you need.

CONNEC1ED.JOBS
~ SILVERLINE FOOD ~ NOVA FASHIONS
~ Personnel Manager (London office) liilll Sales Director (Edinburgh office)
Job description: Experience in the field of fashion preferred
• recruiting staff, organising training, employee Job description:
welfare • develop sales strategy, create profit targets,
Skills needed: maintain relationships with customers
• communication skills, teamwork Skills needed :
Send CV and cover letter to: • sorne knowledge of French, communication,
Jerome Hanson jhan@silverlinefood.co.uk.nett working under pressure, market knowledge
Send CV and cover letter to:
Tess Gladstone tessg@novafash.co.uk.nett
ELGAR MICROCHIPS
• Finance Supervisor (Manchester office)
Job description: -M JOLLYTOYS
• working across accounts payable and accounts Production Team Leader (Cardiff office)
receivable, accurate recording and reporting of
Experience ne<:essary
financia! information (mínimum three years'
experience) Job description:
• ensuring workers follow procedures and projects
Skills needed:
delivered on time, providing support to team
• problem-solving, organisation
members
Send CV and cover letter to:
Skills needed:
Darrell Rogers drogers@elgarmicro.co.uk.nett
• communication, working under pressure,
leadership skills
1 ~ GEMS & JEWELS Send CV and cover letter to:
Peter Lomax plomax@jollytoys.co.uk.nett
T Office Manager (Rome office)
Experience of running a busy office necessary
Job description:
• serving customers, sorne accounting
Skills needed:
• fluent in ltalian, communication, initiative
Send CV and cover letter to:
Christopher Smith cs@gemsnjewels.co.uk.nett

YourTurn
Work in palrs. Swap your CVs and cover
letters. Tell your partner what you like
about his / her CV and cover letter and
what he / she can change to mak.e it better.

• • Worlcbook, page 42

•
 Reading _,,,, 1. Jack and Barbara have worked at the same
company in the past.
0 1 ◄>) 151 Jack
is writing to his friend Barbara to
give her sorne advice about the job interview
...... 2. Jack has worked at Thompson's Tools for two
years.
she is going to have at tlhe company where he _,,,, 3. Collette is very confident with other people.
works. Read the e-mall. Write T (true), F (false) or
...... 4. Jack thinks that Andrew will s.ay more than
OS (doesn't say) next to each statement.
Collette during the interview.
...... 5. Sorne people at Thompson's Tools haven't always
To: BatbataMUfphy done their job the way they are supposed to.
From: Jack Oawson
SOOject: lnlervlew IJpS ...... 6. Jack doesn't like the stress of working at
Thompson's Tools.
Helio Barbara, ...... 7. The employees at Thompson's Tools usually finish
lt was great to hear from you, Congratulations on getting an work at the same time each day.
interview with Thompson's Tools. That's very exciting. 1'11 be very ...... 8. Andrew and Collette are proud of the new
happy to give you sorne advice for your interview. lt will be great products.
if we can work together again, won't it? -···· 9. Jack s.ays that Barbara is the best person who
Well, Collette Watkins and Andrew Appleton will interview you. has applied for the job.
l've worked with Collette for two years. She's nice, very
hard-working and knowledgeable about the company. But
she's quite shy. So, if she doesn't talk much, don't worry - it's Listening
not because she doesn't like you! Andrew is very different. He's
confident and outgoing. He'II probably do most of the talking. 2 ◄>) 152 Charles is interviewing Grace for a job.
They will definitely ask you about your experience of ensuring Listen to the dlalogue and choose the correct
that workers are following the corree! procedures. We've had option to complete each sentence.
sorne problems with people not doing things correctly and there 1. Grace has come in for a .. . interview.
have been sorne complaints from customers. That's wny we a. first b. second
need a great Production Team Leader like you to make sure
everything is done propertyl You should also think of sorne 2. Charles asks Grace about how ... .
examples of 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 well with other people
often lhave to work late or at weekends, so tell them that you 3. Charles asks Grace to tell him about her ....
are flexible.
a. greatest achievement
Andrew and Collette worked very clOsely on our latest ranga of
tools, and they're very pleased with them, so tell them how great b. work history
you think they are! And ask them sorne questions about what the 4, The company needs someone wno can work ,. , ,
customer feedback has been like - they'II enjoy talking about ali a. at different times
the positive reviewsl b. on different days
When you've done sorne preparation, let's meet up and you can 5. Arter someone has worked at the company for more
practise with me. 1 think you're a gre.at candidata for this job. than a year, he / she gets .. , days of holiday.
See you soon. a. 23 b. 25
Jack 6. The s.alary is , .. per month.
a. f:1 ,715 b. C1 ,750
7. Grace will find out if she has got the job ... week.
a. next b. this
 Review lO

Speaking Speaking
O3 O Work in pairs. Follow the flow chart and write
the dialogue for a second job interview. Practise
G5 p Work in pairs. Your friend Anna is applying for
a job as an Office Manager at a travel company.
your interview. She asked you to look at her cover letter.
Discuss what Anna needs to add to her letter.
1 Student A: Greet Student B.
1
L-ª!udent B: Return greeting. _____] To: amandaste1100S@gstravel.co.ne1t
From: Anna L..atl<Jn
V-
Subject: Office Manage,, Role
Student A: Say, "Describe a time when you had to
resolve a conflict between two members of your team." Dear Ms Stevens,
1 am writing to apply for the position that I saw
Student B: Met with each person individually. Then advertised on Linkedln. Please find my CV attached.
had a meeti ree on solution. 1 have always been interested in travelling, so I would
love the opportunity to work with Golden Sands
Student A: Ask, "How do you maintain good working Travel.
relationships with colleagues?" The job advertisement says that you need someone
with experienoe of handling travel arrangements.
Student B: Respect others' opinions and experience. 1 have got experience. You also say that you want
Speak politely. someone who has good communication skills and
can work in a team. 1 have got these skills.
1 Student A: Any questions? My current notice period is one month.
_3í - ~ - - - - - - - , Yours sincerely,
Student B: Hours per week1 Anna Larl<in

Student A: 40.

1 Student B: Holiday? =1 Writing

r-
Student A: 24 days. Salary is €2,270 per month.
'---------=----..=---------------~
06 Imagine that you are the perfect candidate for
the job advertised below. Wrlte a cover letter to
..:s_tu;...d;...e;...n_t_B_:..:D;..:..;
L.l ec....:is....:io_n_w_h_e;.,n,..?_ _ _ _ _ _ _ _ _...... I go with your CV when you apply for the job.
ílí Gll.fl.!UUl ~
1 Student A: Early next week. 1 CDNNECJm.JDBS

Gibbon's Musical
lnstruments Company
Listening Customer Service Manager
O 4 ◄>) 153 Chris has asked Georgina to help him with
his cover letter for a job he wants to apply for.
Job description:
• manage team of customer service reps, handle more
Listen to the dlalogue and answer the questions. complex issues that customers contact the company
1. Has Georgina already read Chris' cover letter1 about, develop customer reward schemes
Skills needed:
• communication, ability to work under pressure,
2. Did Chris say where he saw the job advertised in leadership skills
his cover letter1
Contact: Graham Moore: g.moore@GMl.co.nett
--- -
............................. ........ ...................................................................
3. Is Chris' hobby relevant to the job? Wny / Why not?
Useful
4. What three things does Chris say he likes about Language
the cars that Triton makes? Dear Sir or Madam,
1am writing to apply for the role of ... .
5. What is the job tille that Chris is applying for? 1saw this position advertised ... .
1see from the job advertisement that ....
6. Which departments does Chris maintain the The job description mentíons ... .
financia! information for in his curren! job?
___ ................................·-··········-·····-····- - - -
1have a great deal of experience of ... .
l'm available for an interview ... .
My current notice peñod is ... .

O Wrltlng Guide, page 139

■■ From page 7
StudentA:
f'\ Toilets
Give your partner the following directions in this
Kitchen ···-····-·"·--····--···
order: f'\ f'\
1. From the lift to the toilets.
D
Cafeterla ··-·············-····
2. From the toilets to the cafeteria.
3. From the cafeteria to the conference room. [_
\.J
4. From the conference room to the kitchen.
I ~~;n, listen to your partner's directions and \.J 7
C plete your floor plan. Conference

~/
Room
..................,,,_ .......,-,..,.........
Lift Stairs

ti From page 11

StudentA:
- Wilson Furniture

To order:
10 pi/1/1< hiqh/iqhtcr.s + 10 ycllow hiqhliqhtcr.s
:is writi/1/q pa~i/.s
s ro/1.s of .sticl<y tape
6 pair.s of .sci.s.sor.s

11 From page 13

StudentA:
ltem Units i4ii4S
HKwur~ RuOKrlU Dept11rtment - Pens 20 per packet N.00
(Single colour packs: 50 per packet E:9.00
ofjiu S14fpliu 11Uded Black, Red or Blue)
Paper 500 sheets f:13.00
5cissors - 1 per packet
P~drivu - 5 Scissors Single f:3.75
Pei,u - 5 Lue, 5 Sticky tape Single f:2.00
Red 15 packet of 3 f:5.50
Pen drives Single f:7.00
pack of 5 f:30.00
 1 Pairwork
11 From page 15

Student A: Explain what help you need.

Student B: Agree to help.

Student A: Need to record a daytime and nighttlme message.

Student B: Dial 500 star + 1 for daytime message or 2 for nighttime message. Next, press Program to start.

StudentA: How to stop recording? •...

Student B: Press 3.

Student A: How to review? •...

Student B: Press 4.

StudentA: How to modify?

•
Student B: Press 5. What is your daytime message?

Student A: Say what you wlll record for your daytime message.

Student B: lt's good.

Student A: What is a good nighttime message?

Student B: Tell Student A what to say.

Student A: Thank Student B.

11 From page 17
StudentA:

l. your voicemail PIN

2. how to replay messages
3. how io record an outgoing message
4. how to log into the company 1ntranet
5. your intmnet username
6. your intranet password
1 Pairwork
f,I From page 19

Student A: Ask Student B to explain the incoming mail procedure.

Student B: Agree. Ask what Student A wants to know.

Student A: What first?

•
Student B: Separata registered mail from standard mail and 'prlvate' or 'confidential' from the rest.
...
Student A: lf I open confidential mail by mistake?

Student B: Reseal, write 'opened in error' and apologise.

Student A: What next? •

Student B: Fill in the log.

Student A: What details?

•
Student B: Names of sender and recipient. the date, enclosures, type of letter.

Student A: Thank Student B.

•
f,I From page 2 l

StudentA:

ltem Destination How to send Other instructions

1. clock Glasgow express courier Pack in bubble wrap.
Label "Handle with care".

2. contract Paris registered mail

3. lnvitations customers on list second-class post Pul in envelopes. Print address on envelopes.
 1 Pairwork
11 From page 25 11 From page 29

Student A: Southampton to Rouen. Student A: Greet Stuolent B.

Shipping value: L1, 1OO. Discount?

Student B: Ask to speak to Mr Nash.

Student B: No. Only over t'.1,500.

•
Student A: Other companies cheaper.
•
Student A: Say he's unavailable and give a reason.

Student B: Ask if you can leave a message.

Student B: But not as fast.

Student A: How fast? • Student A: Say yes. •

Student B: Say why you are calling.
Student B: Transit time: 30 hours.

•
Student A: Guarantee free of damage?
•
Student A: Ask for Student B's phone number.

Student B: 03069 990 783. Say it's urgent.

Student B: Yes. And online tracking.

•
Student A: Meet to discuss?
•
Student A: Say you'II ask him to call as soon as
possible.

Student B: Time and location for meeting. Student B: Say goodbye.

Student A: Agree.
• Student A: Say goodbye.
•
11 From page 27 11 From page 31

StudentA: Student A:

Trade option: importing red wines from Franc~ PENNY'S SPORTS EQUIPMENT
via a new sourcing company. The World
SourceDetails:
1. expected profit 1 5 %
[by selling 28.000 bottles = E:29.700)
2. manufacturar wants initial investment of
E:2,000
Market:
1. French wine is the most popular on the
market.
2. People are drinking less and choosing
a healthier lifestyle.
Sourcing company:
1. guarantees on-time delivery
2. provides shipping arrangements
Shipping arrangements:
Rates: E:400 per shipping of 100 bottles
~ e: fast shipping - 3 days
1 Pairwork
11 From page 33
StudentA:

Product: M imo/e~ cheese

Souru: Les Vaches, Ulle, Franu
Advanmqes:
• M imo/e~ nof-ljef-available in IJOUr countrlj
• é;{pectulprof,1: 12,c.
• Manufacfurer aqrees fll pa1jme11f-up fll .3O daljSafmr deliver':J
• Establishul supplier
Disadvanmqes:
• N of-sure local consumers will like fhis cheese
• Manufacturer won'f-sell small quanhnes

P From page 35

StudentA:

M T W T F

1 2 3 -1

7 1 t 'º
BfST DAY
11
t.4151817 18

Tour Operators 21Z2lJZ<U

,. 19 ,o G

P From page 37

Student A:

Date of event: 3rd-4th September

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

• one auditorium (to hold up to 70 people) with laptop, projector and screen
• three medium-sized meeting rooms (to hold 20 peopte) with laptop, projector
Requirements: and screen
• one small meeting room (to hold 5 people) w ith video-conferencing
equipment

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

Additional requirements: WI-Fi thro ughout venue
••••
_ _ From page 39

MONTHLV SALES DEPARTMENT MEETING

15th November, 2023

Age nda:
10:00-10:30 Introduce the t:hree new junior office assistants to the team
10:30-11:00 New price structure that will be introduced on 1st December
11:00-12:00 Specifications of new product 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 page 41

StudentA:

Minutes of the convention planning team meeting

Date: 12th June, 2023

Time:
Location: MTI meeting room
Attendees:
Apologies: Max Morgan
Agenda: Plan SLUCA 2024 convention

Decísions:

Action points:
Task Assigned to Timeframe
1. Prepare budget
2. Toby (CEO's personal assistant) By 15th July
3. Lily (Marketing Director) By 22nd July
Date of next meeting: 31 st July, 2023

09:00-09:30 Greet customers.and.9ive.out.catalogues .and.name.tags ..........·-········..·····..···..········-..······..·····

09:30-09:45 ········-····- ··········- ··········--···-·········· - - -·········-··········- ········- - - - ········- ···············- ························- ···- ··········- ··
09:45-10:45
10:45-11:15
11:15-12:15 Presentation:.Plastic _in.the Building Business ............-·········- - -
12:15-13:00
13:00-14:00
14:00-15:30 Presentation:.Recyclin9 Plastic?_..............·----········· -···················..········-···········...················.................
15:30-17:00
1 Pairwork
11 From page 43, Exercise 5 11 From page 47
StudentA: Student A: Greet Studlent B. Comment on his /
her company's booth. Toen introduce
P1eeting with P1s Brigfflan. yourself and the company you represent.
CANCELLED
1 O: 00 Conference call to offices Student B: Respond by introducing yourself and the
in Japan oompany you represent. Ask Student A
for more information about what his / her
11:00
company does.

12: 00 Presentation to sales reps •

Student A; Describe what your company does.

13:00 Lunch with new suppliers

Student B: Show interest by making a comment.

14 :00
----,
•
Student A: Suggest exchanging business cards.

15: 00 Intervíewing candidate for

Student B: Respond and end the conversation.
vacancy
16:00

l[i1 From page 49

Student A: Greet Stuc:lent B.

Student B: Say you want to hire a car.

11 From page 43, Exercise 7

•
Student A: Ask what class of car.

Student B: Compact.
StudentA:

( Date and time: 12th June, 2023, 9.30 am

Location: Boardroom #2, 3rd Floor
•
Student A: Ask for how long.

Present: Student B: One week.

Judy Morrow (Marketing and Sales)
Malik Sheraz (Human Resouroes) Student A: Drop off where?
Ruby Howson (Financia! Director's PA)
Apologies:
Student B: Train station. How much?
...................... - ................... (Production)
Action points:
1. Task· .............................................
Student A: $230 •
• Assigned to: Ruby Howson
• nme trame: 19th June Student B: lncludes what?
2. Task: Venue and catering
• Assigned to: Malik Sheraz (HR)
• nme trame: .............................................
•
Student A: Unlimited mileage and insurance.
How many drivers?
3. Task: .................................. .......
• Assigned to: Andrew Robins (Marketing) St udent B: Only me.
• nme trame: 22nd June

L: 4. Task: Plan four worl<shops

:;;:~::~~;::lich .............................................
Student A: Pay how?

Student B: Cash.
l[IJ From page 51 11 From page 53
Stude ntA: Student A: Ask if Student B booked a hotel.
Your d etail s
Name: [Your name) Student B: Yes.
Address: Fermat Storage Solutions Ltd, 18 High
Street, Leeds, LDS48 68T, UK
Student A: Description?
When you w ant to stay
Arrive: 14/2 Leave: 18/2
Student B: Executive suites, fitness centre, bar,
Type of room you want
restaurant.
2 x executive suites: single occupancy
Meals you want
Student A: Swimming pool?
Breakfast and dinner [You are both vegetarían.)
Is it possible to ... ?
Student B: No.
• check out late on 18/2 at 6.00 pm
• use the hotel transport service to go from hotel to
airport on 18/2 at 6.00 pm Student A: Business centre?
• book dinner for four (you, your colleague and two
clients) at the hotel restaurant on 15/2 at 8.00 pm
Student B: Yes. With printers, photocopiers,

..
• have a sea view
scanners, desks.
Budget: €1,600

Student A: Type of cuisine at the restaurant?

Student B: Mediterranean.

Student A: Ask to book a table for ten people.

Student B: When?

Student A: 7 pm Wednesday.

Student B: OK.

Student A: Cost of a room?

Student B: €200 per room per night.

1 Pairwork
111 From page 55 ■Pj From page 61
Student A: StudentA:

You want to take two weeks starting at the end of Customer's 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 number: 738140-PE
hard lately because other people have been off sick
and you are feeling stressed. You only took two days Under warranty until: next December
of leave at Christmas because it was so busy. Customer's complaint:
"--- 1. Ordered 100 toy robots but have only received 50.
2. Five robots have been returned by customers
■11 From page 57 complaining they don't work property (have probably
gol the sama defect).
StudentA:

('M Y WORK REGULATIONS

Paid annual leave: 28 days
Unpaid leave: 5 days
11 From page 63, Exercise 4

Carry over annual leave from one year to StudentA:

the next: [2] lnformation for new employees:
Number of days: 7 • card reader at every entrance
Notice i f you want to take two weeks' leave: • lost card - tell Security
twoweeks
• forgotten card - temporary card from Security
Security procedures: entry cards; lock computar
• security guards al entranoes
screen when away from desk
• CCTV
MY PARTNER' S REGULATIONS
• 25 days of annual leave each year
Paid annual leave:
• two weeks' notice for 10 or more consecutive days
of leave
Unpaid leave: • phone manager before 9.30 am if ill
• sick note if off for five or more consecutive days
Carry over annual leave from one year to
the next: C
Number of days: ..,._

___ ,..,.,.,,_,.,.,,.,___
Notice if you want to take two weeks' leave:
_
,,.,,.... ..,,_,,,......._,,......,,_ ,.......
11 From page 63, Exercise 6
StudentA:
Security procedures:
He / She tloesn't transf er calls to t he correct
person.

IPJI From page 59

He / She interri.pts customers.
He / She tloesn't allow customers to explain
Student A: Answer the phone and greet Student B. their problem.

Student B: Give your name and the name of the

..
company. Say you want to complain .

Student A: Ask what the problem is.

Student B: Explaln the problem .

..
Student A: Apologise and say what you will do to
solve the problem.

Student B: Thank Student A.

 1 Pairwork
■I From page 65 ■I From page 67
StudentA: StudentA:

Ouestions for prospective client:

1. How often do you eat chocolat e bars? 1. Do you do any sport?
O every day
O 2-3 times a week O once a week O never 2. Which types of sport do you enjoy?
O 4-5 times a week O less than once a week
3. How often do you do sport?
2 . What type of chocolat e bars do you p refer?
·····-·········-·"-·'···-···-···········-·"·-·····-···- - - - - -
C milk O plain O fruit 4 . Where do you do sport?
C dark O nut r other....................... -.....-..........._
3 . Do you have a favo urite type of chocolate
bar?
O yes
□ no

4 . What facto rs are important to you when FACILITIES:

choosing a chocolate bar? • treadmills for walking and running
O size O packaging O taste • exercise machines with weights
[' price rJ brand • exercise bikes
• indoor swimming pool
S. How much would you pay for a single
• outdoor swimming pool
chocolate bar?
C up to €1.00 0 1.51-€2 .00 • sauna
C1 €1.01-€1 .50 € O more than €2.00
CLASSES:
6 . Are you loyal to certain food brands? • aerobics, Zumba, yoga, Pilates, spinning,
r yes swimming and water aerobics

C no • Classes are hetd early in the morning and in

the evenings.
• The health club spec:ialises in swimming
7 . Age: ···- ············
lessons for adutts.
8. O male O female
PRICE:
9. Employment:
i:50a month
n student O full-time job Special offer valid till the end of the
C part-time job O unemployed month:
• Get 12 months for the price of 10.
• In addition, three FREE tessons with a
personal trainer íf you slgn up this week.
1 Pairwork
■di From page 69 m
StudentA:
Fr om page 71

Student A: Introduce Student B.

Britannia Rocing Engineering Ltd

..
Student B: Thank Student A.

Student A: Cash flow problems - serious?

54 Portland Place
London Wl B 1NJ

Balance Sheet
31st December, 2023

Student B: Yes. Ali figures ,n pounds sterltng (thousands).

Assets
Student A: Cause?
Current assets
Cash & cash equivalents
Student B: Slow payments = not enoogh cash to Accounts receivable 265
paybllls.
lnventory 28
Total current assets
Student A: Solutions?
Non-current assets
Property and equipment

.
Student B: Only pay what you have to.

Student A: Anything else?

Liabilit ies
Current liabilities
Total assets

Accounts payable

..
Student B: Offer discounts for earty payment.

Student A: How to avoid in the first place?

Accrued expenses
Total current liabilities
Non-current liabilities
Long-term debt 90
Total liabilities 156

.
Student B: Split into three payments.

Student A: Thank Student B.

Shareholders' Equi
Share capital 119
Retained earnings
Total equity
--'--'----'

Britannia Rocing Engineering Ltd

54 Portland Place
London w18 1NJ

Summary of
Cash Flow Statement
31st December, 2023

Ali figures in pounds sterling (thousands).

Net decrease in cash -100

Cash balance on 1st January, 2023

~
Cash balance on 31st December, 2023 45
 1 Pairwork
■j.j From page 75 ■j.j From page 77

Student A: Helio. How / help?
Student B: Slow-paying customers / cash flow
problem. Need / line of credit.
Student A: Describe what the business will do.
how many employees it will have and
how many customers you think it will
have.

Student A: How much? • Student B: Go over the different types of

insurance - vehicle, public and
employer's liability. fire, professional
indemnity, e-risk - and say which ones
Student B: S:55,000.
your business needs.

Student A: How / use? •

Student A: Agree or disagree with your partner's
opinion about each type of insurance.
Student B: Pay / suppliers / rent. Then suggest applying for a line of
Arrangement fee? credit in order to handle cash flow

Student A: 1.5%
• problems that are typical of new
businesses.

Student B: Ask your partner to explain what a line

of credit is.
Student B: lnterest rate?

Student A: 6.75%
•
Student A: Explain what a line of credit is.

Student B: Ask if the business will need to show

Student B: Secured by collateral? collateral to get a line of credit.

•
Student A: Yes. Have / collateral?
•
Student A: Respond by explaining it depends on
the specific terms the bank agrees to.

Student B: Yes/ property. Documents?

•
Student B: Suggest going to the bank to gel more
informalion.
Student A: Financia! statements.

Student B: Bring / tomorrow.

1 Pairwork
■ij From page 79 ■ From page 83
Student A:
Student A: Want to start an online shop.
Ask for the following information about
Student B: Selling what?

Student A: Say what product. Ask what first

.. Student B's public liability insurance policy:
• covers?
• amount - compensation and legal fees?
step is. • cost of poficy?
• legal requirement?
Student B: Check demand for product.

Student A: How?
.. Employer's liability insurance:
• covers: injury to employees
• pays: E10 million compensation
E120,000 legal fees
• policy cost: 1::360 per year
Student B: Write a blog.

Student A: Large initial investment?

.. • legal requirement: yes

Student B: No. Advertise how? ■rj From page 87

Student A: Give sorne ideas for promotions you Suggestions:

could run. • hire a top model or actress for a promotional
campalgn

Student B: Plan to sell wor1dwide? • create an aclvertising campaign for television

• sponsor a concert with a famous band or singer
• have an online competition - winners receive
Student A: Yes. Aclvice? jeans or are chosen to model jeans
• reinvent the brand - give it a new name and
create a new image
Student B: Localisation.
• use hot-air balloons to aclvertise
• aclvertise through social networks, such as
Student A: Ask what localisation is. Facebook, Twitter, etc.
Problems:
Student B: Explaln what localisation is. • too expensive
■ too difficult to organise
■ not enough time to organise
■ij From page 8 l ■ not original enough
■ needs a lot of planning / logistics
StudentA:
■ might not reach target population
~supply: O coffee tables O dining tables ■ reasonable but nothing special
O chairs O armchairs O sotas
□ beds □ bedside tables
Production: handmade / machina
Quality: medium / high
Delivery time: ........ days
Payment terms· ·····················- ··········-···········-········.. - ·········-· .........- ....•
e rns policy: ...........................................................................................
 From page 89 ■ij From page 97

• Keep your work life and personal life separat; - ' \ StudentA:
• Be the first one into the office each day and the
las! one to leave.
• Dress smartly.
• Deliver impressive presentations.
Name:
• Show that you care about your employees'
welfare. Telephone:

• Develop your team. Address:

• Plan thoroughly. E-mai l:
Education: O secondary school
D university D vocational

11:1 From page 91

Skills:
Languages:

StudentA: Work experience:

( Problems: lnterviewer:
There is a lack o f fish in the country, so prices have
Date:
gone up recently.
lmpressions:
Possible solutions:
• lmporting fish from other countries. Schedule a seconcl interview: O ves 0No
• Running a commercial for the chain on the radio
or T\/.
1
Job lnformation
Hours: 09:00-17:00 '
Starting salary:
-Monday-Friday
f64,500 per year
.

Holiday leave: 25 days per year

Notice period: One month
Free cinema tickets and free
Perks:
gym membership
1 Pairwork
PIIJ From page 98

CURRICULUM VITAE

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

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

Work experience:
2010-2012: Sales Rep. ldentified new customers resulting in an increase in sales of 35% in my first
year.
Reason for leaving: lt was boring.
2012-2017: Marketing Assistant. lntroduced training for sales strategies and techniques for sales reps
that produced an increase in sales of over f 250,000.
Reason for leaving: 1wanted more money.
2017-Present: Marketing Manager. Defined the marketing strategy for my region that helped my
company becoming the market leader.
Reason for leaving: 1 don't like my boss.

Education: Bourneholt University: 2006-2009

Crawley 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, Wood Lane, Derby, DY77 4UT. 0115 496 0142
PIIJ From page 99
Student A: Thank you for helplng.
..
Student B: No problem. Job?
Student A: Sales Representativa at Grayson
Musícal lnstruments.
..
Student B: Job description?
Student A: Supporting exlsting custo,mers.
Finding new customers.
..
Student B: Ex:perience of those?
Student A: Yes. Worked as Sales Rep for Flndlay
Guitar Company.
Student B: Achievements?
Student A: lncreased sales in region by 15%.
..
Student B: Workplace skills the company wants?
Student A: Communication.
.
Student B: Ex:ample from experience?
Student A: Developed good relationships and had
good feedback from customers
in previous jobs.
..
Student B: Computar skills?
Student A: Word, PowerPoint and Ex:cel and
customer management systems.
Pll) From page 100
Newmes~ge
To: Mr Jones
From Jenn1fer Anderson
SubJect Senior Admin1strat1ve Ass1stant _ _ _ _~
Dear Mr Janes,
1. - · 6. -
2. -·
3. -·
4. -
7. ·-
8 . ·-
9. ·-
5 . •..
Many thanks tor tal<ing the time to consider
my application.
Yours sincerely,
Jennifer Anderson
a. 1am very interested in the fashion industry,
so a job with you at Final Stitch Menswear is
exactly what I am looking for.
b. 1am also very organised - 1have to be
because I am responsible for ensuring that ali
employees are aware of any changes in policy -
and I am good at problem-solving.
c. 1am writing to apply for the role of Personnel
Manager with your company.
d. The advertisement says that you are looking
for someone with experience and who has
excellent communication skills.
e. Final Stitch is creating sorne of the best
clothes on the market at the moment and your
latest shirts and suits are better than anything
your competitors are making.
f. 1have three years' experience working in
a Personnel Department. 1speak with employees
every day to help them with whatever concerns
or requirements they have.
g. 1saw this position advertised on the Job
Match-Up website.
h. 1am available for an interview any day except
Wednesdays. My current notice period is one
month.
i. Please find my CV attached.
1 Pairwork
i■ From page 7
Student B: f"\ ..-..........-..
Í Listen to your partner's directions and complete your ..., ....................... CEO

floor plan. f\ f\
Then, give your partner the following directions in 7Personal
CEO's
this order: _.........._.,,,_ Assistant
1. From the lift to the office of the CEO's {_
personal assistant. "J
2 . From the office of the CEO's personal assistant to
"J 7
the Marketing Director's office.
Stockroom
3. From the Marketing Director's office to the ...........................
stockroom.
4 . From the stockroom to the CEO's office.
Marketing
Director
ítbl /
Llft Stairs
'---

fj From page l ll

Student B:

·* Sharp Tack Office Supplies

Price List
,t Sharp T ack Office Supplies
Order Form
Order Number: 25483 Date· ....................................- .......
Customer Name: .. W.i\s.Q~..f.:11.rnit.\/.r.~ ..................................................
ltem Price per item
Highlighters {green / packet of 5: 1::1.60 ltem Quantity Price per unit Total
pink / yellow / blue) packet of 12: 1::3.00 1 f f
packet of 5: 1::10.95 f
-
f
-
Writing pads (160 pages) packet of 1O: 1::17 .50 f f
packet of 15: 1::20.55
f f.
Sticky tape single: E:1 .50
Subtotal: f
packet of 6: 1::6.20
Total: f.
small: 1::1.95 each
Scissors Delivery date: 20/3/23
large: 1::6.25 each
Payment date: 30 days after delivery

11 From page 13
Student 8 : ra
ltem
ABC Office Products-1
Units Price
Ope.r/lltioflLf De,p"'rtri,u,nt - Pens 20 per packet 1::4.50
offic.e si,f_{Jplíu flt.Ude.d (Black, Red or Blue) 50 per packet 1::9.50

Paper 500 sheets E:12.00

Piitptr - Piitlk.et of 500 shut.t 3 per packet
P~ - Swr,k. 'f0 Scissors Single 1::3.50
6lut. 5 Sticky tape Single 1::2.25
Rd 10 packet of 3 E:6.50

Stu.k.y tiitpe, - 8 roLLr Pen drives Single 1::9.50

pack of 5 r3a.oo
11 From page 17

Student B:

Voicemail
Voioemail PIN: '8745
Replaying messages: Press 5
Recording an outgoing message: Dial 555', press Program to start recording and 2 to stop recording.
lntiranet
Logging into the company intranet: double-click on the orange envelope icon
Intranet username: JamieR
Intranet password: Kw57Sd89 (change to something else when you first log in)

f~ 1 From page 21

Stu:dent B:

11 From page 27 11 From page 33

Student B: Student B:

~ de option: importing tablets from China ~ f'roauct :

a new sourcing company, The Open Market Source:
Details:
Aavavit.aqes:
1. expected profit 100/o
(by selling 10,000 units = f:30,000)
2. manufacturer wants initial investment of
f:20,000
M larket: oisaavavit.aqes:
1. Wages are low at t he moment.
2. lt's difficult to convince people not to buy
the well-known brands.
Sourcing company:
f'ossi'ole pro"o\ewis:
1. guarantees secure transactions
2. provides shipping arrangements
Shipping arrangements:
Solutiovis:
Rates: f:500 per shipping of 1,000 units
~ e: fast shipping - 3 days
1 Pairwork
R From page 35

Student B:

[who with?

-Date?
nme?
How many people?
Equipment?
Refreshments?

lf From page 37

Student B:

( Venue 1

September
Monday Tuesday Wednesdoy Thursday Friday Saturday Sunday
1 2 3 booked 4 5 6 7
8 9 10 11 booked 12 booked 13 14

Fac iliti es:

• 1 x auditorium (up to 100 people)
• 3 x medium-sized meeting rooms for up to 25 people
• 3 x small meeting rooms for up to 1O people
• Wi-Fi access in all meeting rooms
• AH rooms have got screens, projectors and laptops.
• AH mediurn-sized meeting roorns have got video-conferencing equipment.
• Lunch and dinner catered for (up to 150 people).
~ ea, coffee, soft drinks and snacks served.

Venue 2

September
Monday Tuesday Wednesdoy Thursday Frlday Saturday Sunday
1 booked 2 booked 3 4 5 booked 6 7
8 9 booked 10 11 booked 12 booked 13 booked 14

Fac ilities:
• 1 x auditorium (up to 80 people)
• 5 x mediurn-sized meeting roorns for up to 25 people
• 8 x srnaH meeting rooms for up to 5 people
• AH rooms have gol screens, projectors and laptops.
• AH meeting rooms have gol video-conferencing equipment.
• Wi-Fi access in ali meeting rooms
• Cafetería for drinks and snacks
• Tea, coffee, soft drinks and snacks served.
• Lunch and dinner catered forr (up to 130 people).
••••
_ _ From page 41

Student B:

Minutes of th e convention planning team m eeting

Date:
Time: 09:00-12:00
Location:
Attendees: CEO, Marketing Director, Operations Director
Apologies:
Agenda:
Find a new venue for the conventíon.
Oedsions: Plan presentations and demonstrations.
Prepare a bud2et for the conventíon.

Action points:
Task Assigned to Time fram e
l. CFO (Chief Financia! Officer) By 10th July
2. Find a new venue
3. Plan presentations and demonstratíons
!D ate of next meeting:

09:00-09:30 ...............................................-..................... ---······················--····················..···•··························..···········•.................

09:30-09:45 0pening remarksby Mwketing Director ..............-··········-················..············..················...............................
09:45-10:45 Demonstration.of SLUCA's.new plasticfurniture .......................- ..........-.............................- ..............
10:45-11 :15 Coffee .and.cake.break ....... _ _
----····················-···········..····························-··············
11:15-12:15
12:15-13:00 Presentation:. The .Latest .Plastic.Toys ...........· - - - ·..·················- ··········..·················-··········-·········-··
13:00-14:00 ..............-..........................................-...·..··- -····.............................-.............................-..........-.............................- ..............
14:00-15:30
15:30-17:00
- -·-····................ , __ ..................... . .............................................................
,

Closing session:. The ,Future .of Plastic ...................- ..........- ................- ...······- - -·········- ..····..······

11 From page 43, Exercise 5

Student B:

09:00 Meetiflg witl'I MF )OAflSOfl, Compuserve. CANCELLED

~:ool
11:00 Workshop with Sheila M
.._
12:00 Lunch with Monier clients
13:00 1

14:00
15:00 Feedback meeting
,-

. 16:00
1 Pairwork
11 From page 43, Exercise 7
Student B:

Date and time: Action points:

12th June, 2023, 9.30 am 1. Task: Prepare budget: • Assigned to: Ruby Howson
Location: ................_.......................... • Time trame: .............................................
Present:
2. Task: .................- ........................ : • Assigned to: Malik Sheraz (HA)
Judy Morrow (Marketing and Sales)
• Time trame: 21 st June
Malik Sheraz (Human Resources)
3. Task: Product exhibition: • Assigned to: ............................................ (Marketing)
Ruby Howson (Financia! Director's PA)
• Time frame: 22nd June
Apologies:
Carl Redburn (Production) 4. Task: Plan tour workshops: • Assigned to: Dave Woolich (Marketing)
• Time frame: .............................................

l[IJ From page 51

Student B:

LowSeason
H board FuU board
Executive Suite* - single occupancy €140 €170
Execurive Sui1e* - double occupancy €200 €230
Luxury Sui1eu - single occupancy €210 €240
Luxury Sui1e** - double occupancy €290 €310
•A•'ílilable wi1h s¡;a vi~•íor ex1ra €40 per night ..A!'ílilablc ,tj1h sea view for txltll €60 pcr night
Check-in: from 14:00 Check-out: by 11 :00
RcscMtions at Hotel Restaurant should be made in advancc.
Set mcnu thrcc-coursc clinncr {\'cgetarian option available): €(i() per person.
Possibility for late check-out during low ~ n for extrd ch:ugc: €20 per room.
Hotel transpon scrvice to / from airpon: € 30 peil" person for one 1vay.

Reservations Form
GUEST
Name:
Address: . . . - - - - - - - - - - - - - - - - - - - - - - - -
Country:
RESERVATION
Arrival Date: Departure Date:
No.of Nights: No. of Adults:
No. of Children (und er 12 years):
ROOMTYPE
Executive Suite Luxury Suite Single Occupancy Double Occupancy

MEALPLAN
Half board Full board
Special Requests:
■I■ From page 55 lfJ From page 61
Student B: Student B:

Company policy for leave: TECHNOTOYS

Less than one week - manager's discretion
Complaint Form
One week of leave - two weeks' notice
Customer's name: .................- ................- ......
Two weeks of leave - one month's notice
Company name: ..............- .........·-···-········
Upcoming leave:
Complaint received by: .............................................
John - two weeks' paternity leave from end of
this week Order number: ...........-····----
Susan - one week's leave from end of next week Product under warranty: Yes O
Description of complaint:

lUpcoming work:
Warehouse inventory in two weeks' time
ment to China to prepare
------ Solutions:
C correct the invoice and credit the customer
O
■I■ From page 57 L
offer a discount for the next order
replaoe the item/s
Student B: L collect the item/s for repair

~ PARTNER'S REGULATIONS e offer compensation

Paid annual leave:

L offer a refund
L other
Unpaid leave:

Carry over annual leave from one year to the

next: O
Number of days: ..._
Notíce if you want to take two weeks' leave:

Security procedures:
11 Frorn page 63, Exercise 4
-····- ········..··········..······.......................................- - - · ······················ Student B:

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: 0 • annual leave
Number of days: N/A • sick leave
Notice if you want to take two weeks' leave:
one month
Security procedures: fingerprint scanner;
no personal belongings in the off1Ce overnight 11 Frorn page 63, Exercise 6
Student B:

~stomers are often rude.

• 1have a lot of customers to talk to, so I can't
spend a long time on the phone.
• The phone systern is too complicated, so it's
easy to transfer a call to the wrong person.
1 Pairwork
■Q From page 65 ■Q From page 67
Student B: Student B:

1. How often do you drink fizzy dri nks?

D every day
C 2-3 times a week O once a week O never
O 4-5 times a week O less t han once a week FACILITIES:
• treadmills for walking and running
2 . What type of fizzy drinks do you prefer?
• exercise machines with weights
C cola O energy drink
• exercise bikes
O lemon O no preference
• indoor swimming pool
D orange C other ·-········· ········-······· ············ • ovtooor swimming pool
C1 lemon & lime • sauna
3. Do you have a favourite f izzy drink?
C LASSES:
O yes ·····································-······
• aerobics, Zumba, yoga, Pilates, spinning,
□ no
swimming and water aerobics
4. What factors are important to you when • Classes are hetd early in the moming and in
choosing a fizzy drink? the evenings.

O size O packaging O price • The health club specialises in swimming

lessons fer adults.
C number of calories O brand

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

of fizzy drink? !::50amonth
C upto€1.00 0 €1.51-€2.00 Special otfer valid till the end of the
r €1.01-€1 .50 r more than €2.00 month:
• Get 12 months for the price of 1O.
6. Are you loyal to certain food brands? • In addition, three FREE lessons with a
C' yes personal trainer if you sign up this week.
C no

7. Age: ....-............

8. O male O female

9. Employment:
[' student n full-time job
O part-time job D unemployed
 1 Pairwork
■$1 From page 7 l ■ From page 73, Exercise 4
Student B: Student B:

Britonnio Rocing Engineering Ud

54 Portland Place
London Wl B 1NJ

Balance Sheet
31st December, 2023
( On the company's balance sheet, the liabilities are \
high and assets are low ( = danger it can't pay its
debts).
There is a lot of inventory. ( = low demand?)
There is a poor cash flow. ( = customers slow to
pay invoices? low demand? prices too low?)
J
AII figures m pounds sterhng (thousands).

Asséts
Current assets
Cash & cash equivalents 45 ■ From page 73, Exercise 6
Accounts receivable
Student B:
lnventory
Total current assets 338 1'e\ep\'lo"e svrve'J
Non-current assets Pros: wiore perso"a\ t\-la" e-wiail svrveljs, ca"
Property and equipment 37 qive e~\a"atio"s if i~rviewee Aoes"'t,
Total assets 375 v"Aerst.a"A sowiet\'li"q
Liabilities co"s: ca\\s Wlél'J \,e º"ª"'swerea, peop\e wiiq\'lt
Current liabilities \,e cavtiovs a\,out, ª"sweri"q G\Vestio"s,
Accounts payable 20 t.akes a \ot of thMe
Accrued expenses 46
Total current liabilities 66 E•mail and online surve~
Non-current liabilities Pros: cheap, um realh a lotof people, quil/<.
Long-term debt Cons: o(ten iqnored, end up in spam, need to qive
Total liabilities 156 a prize to qetpeople to fil/ H?em in, people
Shareholders' Equi!)t qet anno11ed with companies H?atcontact
Share capital H?em too freq1,4enHy
Retained earning2.__ __ 100
Total equity 219
-
Per.sov,11/ ivttcrvicw.s 11vtd f ocu.s qroup.s
Pro.s: c11v, qct 11 /ot bf dct11i/cd ;v,fori.iatiovt
Covt.s: cxpcvt.sfVc, c11v, tt1kc 11 /ot bf tfi.ic

Brilannia Racing Engineering Ud J treet .r¡,trVt-(_

54 Portland Place Pro.s: ,1-turper &«~ pu.sol'IJIIL i~c-rvíc-w.s (l(M
London WlB lNJ
fa G¡,tJ !J ro"'P.s
Summary of Co~: people, oftm rel«tt(I(~ to .stop (l(M be,
Cash Flow Statement q¡,tt.,,¡tio~á, áiffe"'Lt to t(l("Jet (1( .rpuifu,
31st December, 2023 !JrO¡,tp

AII figures m pounds stert,ng (thousa nds).

Net decrease in cash

Cash balance on 1st January, 2023 14 5
Cash balance on 31st Dec,ember, 2023
1 Pairwork
■ij From page 8 l ■ij From page 97
Stu dent B: Student B:
Can supply: coffee tables, dining tables, chairs,
armchairs and sotas (plan to expand
types of furniture in future)
Production: handmade
Name: 5eim Merter
Quality: very high-quality workmanship and materials
Free sample: can provide t:wo or three free samples
Telephone: 030"'1 'f'fO :2.3:l.
of furniture (to be returned on request) Address: 14 Clove.rford Avt:-11.UC,, Sou.thampto11,
Delivery time: within 60 days E-mai 1: seim.mert@u.k..11,e,tt
Payment terms: vía escrow service. No advance
payment necessary. Payment Educalion:
1 _ within 30 days of receipt. [ZI secondary school O university [ZI vocational
~ turns policy: w ithin one week of receipt
Skill s:
lom.pu.ter skiLLr: WordJ ExuL, PowerPoil'lt
Languages:

11 From page 83
EV!;9LÍ.Sk (11,e1tive) , Fre.n.lk 6-- germei11, (et«Vetvtle.d}
Work experience:
Student B:
Ht4d of 5QILU i11, We..rtGm Eu.rope far Potter
C.osmetíu - 3 ye.eir.s:
• covers: injury to members of the public
(~so11,for Le.etVÍ"!:9: tompei11,y c.Lose.d)
• pays: t12 million compensation
1::110,000 legal lees
• policy cost: i:220 per year Meirkc.ti"!:9 R.c.p - 3 ye.eirs_,
• legal requirement: no fumso11, Me.ditetL Equ.ipm.e.Ylt
(~so11,far Le.etVÍ"!:9: weil'lte.d 11t,W thalú."!:9e,)
• covers?
• amount - compensation and legal lees? Personality:
• cost ot policy? 111Mbitíóu.s, m4tiv111tes óthers, Wórk.s wcll
• legal requirement?
i11, 111 te.eim, rupo11Jibl.e. 111M º"!!"J1,Í.J'e,«

■1:1 From page 91 1

-
Job lnformation
-
Student B: Hours:
~
Starting salary:
Problems:
There aren't many tourists this season because the Holiday lca ve:
weather Is very bad. Notice period:
Perks:
Possible solutions:
• Adding meat dishes to the menu - reinventing the
business by maklng it a lish and meat restaurant
chain.
• Offerlng special deals for families and blg groups
and locusing the speclal deals on the new meat
dlshes.

_ _ _ _ _j
Contents

Review l An e-mail introducing yourself --=======:::;·

Review 2
An e-mail giving instructions =======:::::·
-----===·
Review 3

Review4
An e-mail explaining tasks

=11
An e-mail giving information about a meeting
-
Review 5 An e-mail informing staf f about an exhibition ■
Review 6 An e-mail of complaint 11
Review 7
-
A summary of the results of market research 11
Review 8 An e-mail to a business partner ■
Review 9 A review of an event ■
Review 10 A cover letter for a CV 11
1 Writing Guide

49 ■ An e-mail introducing yourself

You should only use Dear in more formal

From Roge, Morton
contexts, for example, when you don't
Sub¡ect Noce to meet you
know the person you are writing to. With
co-workers, it's fine to use He/lo or Hi. i - - -~ • Helio everyone,

End with a friendly comment. 1 r ,... l'm looking forward to meeting and working with ali
~--------------r-L. of you.
Glose this type of friendly e-mail with
Best wishes, Best regards or Ali the best. 1-- '- Best w ishes,
Roger

Useful
Language
My name is ....
We often end e-malls with / /ook 1am a new / the new ....
forward to .... Toe to here is l' m from ... .
a preposition which is followed
by a noun: / look forward to My previous job was ...•
the conference ín Barcelona , 1u sed to work at ....
or a verb + -ing: l look forward to l'm very excited about coming to work at .•..
meet ing you in September. l'm looking forward to meeting and working
with all of you.
Best wishes,
 1 Writing Guide
O 11 An e-mail giving instructions
From: Ohvia Chambers
Subject How to use the vo,cema,I

lt's polite to start an Hi Paul, [:

e-mail with a friendly 1---,.- How was your trip to Frankfurt? 1heard you needed - - - ways say why
ou're writing.
question. sorne help with the new voicemail system. Don't
worry, it' s really easy.
,.....,.. Osear in IT has sent you your PIN. To log on to your
phone, you need to enter it and then dial # 101 to
Use different go to the main voicemail menu. lf you want to listen
sentence structu to your messages, press 1. lf you want to hear the
for the instruction 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 arder to record a new outgoing message, enter
your PIN and then press •. Then just follow the
instructions.
Offer more help. 7,___
-
lf 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
imperatíve to give an instruction.
lf you want to delete the message, press 5.
(conditional w,th present ense)
Enter your PIN if you want to access your
messages.
(imperativa) (conditional w1th present tense)
Useful
Language
To log on to your phone, you need to ....
lf you want to listen t o / replay / save /
delate a message, press ... .
You dial ... if yo u want to ... .
(imperat1ve)
In order to record an outgoing message,
you haveto ....
lf yo u have any questions, ....
Best wishes,
1 Writing Guide
9 ■ An e-mail explaining tasks

New mess.agf?
To: Henry Walker
From; Penelope Young
Sub¡ect Tomorrow·s tasks

Hi Henry,
Explain why you need the As you know, 1'11 be attending a meeting all day tomorrow.
person to do the tasks. 1hope you're not too busy because l've gota few tasks
1need you to do.

Be polite, even to a colleague. • Please can you check the office supplies in the storeroom
and order anything we need? 1wanted to do that today,
but I 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 Newcastle, please?
1also need you to take my laptop downstairs to the 1T
department because l'd like a technician to install sorne
new software. l've already written to lily Taylor, so she
knows what I need.
Let a colleague know when
you're available, if he / she 1'11 check my e-mails on my phone during the breaks
needs help. tomorrow, so let me know if you have any questions.
-,.__;...- Thanks,
Always say thank you w hen you
Penelope
ask someone fer something.

Useful
Language
When you 're asking someone to do something for
you, it's important to be polite. Try not to use direct Hí1[Name],
imperatives: 1hope you're .. . .
Take my laptop to the IT department. - This sounds l've got a few tasks I need you to do.
too direct. Please can you ... ?
Please can you take my taptop to the IT 1also need you to ....
department? - Using Please and making it a
Let me k.now íf you have any
question with Can you .. . ? or Would you mind ... ?
questíons.
makes it more polite.
Thanks,

o An e -mail
From: James Clarke
Subject: lnvttauon to monthly depanmental mee11n9
Complete and check the
information about the
time, date and location
for the meeting.
_,I
Explain why it's
important for people
to attend.
lnclude the agenda with
the times and items. lf
it is a long agenda, use
a separate attached
document.
Ask the attendees to
send their ideas for
issues to d iscuss at
the meeting, giving
a deadline.
We use the Future Simple to
talk about different events on
a planned schedule.
Sam will tell us about the
new procedures.
We will break at 11.30.
1 Writing Guide
information about a rneetin
To: Admin Team
Organiser: James Clarl<e
Date: 6 March
Start time: 09:30 End time: 13:30
Location: Room 215 (2nd floor conference room)
Title: Monthty departmental meeting
Message: Hi everyone,
Our monthly departmental meeting will be a little
later than usual because of the Brighton conference.
lt's very important that everyone attends this month
because we're going to talk about new procedures.
Chloe Be11 will be giving a presentation on new Give a short
procedures for handling íncoming and outgoing mail. summary of the
We will also hear about the c hangas in procedures main items on
for processing invoices from Ron Hudson. the agenda.
Agenda
09:30-10:30: Chloe Bell: handling mail
10:30-1 1:30: Ron Hudson: processing invoices
11 :30-12:00 Refreshments (the usual: tea, ooffee,
biscuíts and fruit)
12:00-13:30: AOB
lf you would líke to add anythíng to the agenda,
please let me know by Wednesday, 4 March.
Looking forward to seeing you ali there.
James
Useful
Language
... will be giving a presentation on ....
We will also hear / learn about ... •
We will break for lunch I tea / refreshments at ....
lf you would like to add anything to the agenda,
please let me know by ... .
Best wishes,
1 Writing Guide
O 11 An e-mail informing staff about an exhibition
New message OP $ i
To Ali Staff
from Afexander H,11
Subject Global Movement - upcomíng exh,bit,on

Start by inviting Hi everyone,

everyone to the i-y- You are all invited to this year's Global Movement conference. -,
exh ibition. Come and participate in this three-day exhibition, which Give basic
focuses on glolbal 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.
Explain what
the exhibition
rr The exhibition attracts marketing experts and sellers from all
around the world. lt will be of special interest to our marketing
is about and
department and sales representatives. lt will feature several
why it might be
very interesting presentations by e-commerce specialists. lt
interesting for
offers professionals the opportunity to meet and talk to experts
everyone at your
company.
H in the field of global marketing and sales and to successful
lf'-- e-commerce businesspeople.
• lf you're interested in attending, contact Grace Harris in
Tell everyone Marketing and she will deal with your registration and travel
whO to contact. arrangements.
Looking forward to an interesting few days in Brighton.
Best regards,
Alexander Hill
Director of Marketing

Useful
Language
Come and participate in ... .
You are invited to attend ... .
In a less formal invitation to an event,
The exhibition will take place from ... to ....
you can use the imperative.
The exhibition will take place at ... .
Come and join us at our stand.
lt will fe ature ....
Contact Sarah for more information.
The exhibition attracts ... .
The event will be of interest to •...
The exhibition offers professionals the
opportu111ity to ... .
For more information, contact ... .
O 1:1 An e-mail of complaint
customerserv,ceOrob,noffic~upplies.nett
From Em,ty Dav,~
Sub,ect Ped~tals - order number 009245

Start by explaining why
you are writing.
Describe the problern(s)
you had with the arder.
Dear Ms Wood,
1arn writing with regard to the four pedestals we
purchased recently frorn your cornpany. 1wish to
complain about sorne darnage and faulty parts. The
Say what product
order nurnber is 009245. We bought the pedestals
__,__ _ you ordered and
frorn your online store two weeks ago. 1
glve the order
Unfortunately, all the pedestals arrived two days later number.
than expected and they had sorne darnage when
they arrived. Furtherrnore, the locks were broken in
two of the pedestals, so we could not open them.
In addition, sorne handles were rnissing frorn the
other two.
Please :send us four replacement pedestals
l Use linking words
to add information.

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. 1 understand that in all
and/or 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 sorne form of compensatio,n.
Please look into the matter as soon as possible.
l look forward to hearing from you.
Emily Davies
Senior Administrative Assistant

In a letter of complaint, you
must be polite but firm. Explain
clear1y what the problem is and
say what you want the person
to do.
Useful
Language
1am writing with regard to ... .
1wish 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.
1feel that you should offer us sorne form of compensation.
Please look into the matter as soon as possible.
1look forward to hearing from you.
1 Writing Guide
O B A summary of the results of market research

Summary of market research results

lntroduction
- - During the month of June, we conducted sorne market
Start by describing remrch using short questionnaires over the phone and At the
whenyou through social media. 53% of the rcspondents were male and beginning, give
conducted the - 47% werc fema le. Over onc-th ird (37%) of our respondents - - ,- more general
survey and what were students, 28% were in pairt-time employment, 19% information
method you used. - ,.. were in ful l-time employment and 16% were unemployed. about the people
who particípated.
Consumption of fizzy drinks
- Most people answered that they never drink fiuy drinks
04

(55%), and another 11% say they drink fizzy drinks less than

Put the data

- once a week. Of those people who dri nk fizzy drinks more
often, 14% drink them once a week, 10% drink them two or
together in a logical >--
three times a week, 6% drink them four or five times a week
and 41lb drink them cvery day. Most pcople prefer cola drinks
way.
(60%). The second most popular type of drink is energy
drinks (15%) and then sorne people prefer orange (8%),
lemon (6%) and lemon and lime (3%); Sllb 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 170/o,
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 our study say they
always buy the same brand.

Conclusions
- lt is clcar that peoplc want to buy the samc brand. As you
04

can see, there is a large markett for alternatives to cola

Put your drinks. We think that in the light of these resu lts, we should
recommendations - focus on putting a competitive price on our products and
and suggestions in conducting more research about the size and packaging.
the last paragraph. Finally, the results suggcst that we should also provide
- - - information about the calories in our drinks.

Useful
Language

•
A report should always have a title, and
headings before each paragraph. Make
sure the headings are short.
For most people, ....
More people prefer •.. to ... .
Most people answell'ed ... .
As you can see, there is a large market for ....
In the light of these results, we should ... .
These results suggest that we should ... .
lt is elear that people want ....
 1 Writing Guide
O 11 An e -mail to a business partner
New m"ssage ___ O- P $ (i
-

To DanWh1te
~ ,
-,,

- - - - - - - - - t1I'
From OIMa Andel'SOII
_ _ _ _ _ _ _ _ _ _ _ _ _ _ 11
Subiect Let's set upa websitel
11

Hi Dan,
Start with a general
sentence to say what
the e-mail is about.
-- l've been thinking about the next steps for our shop.
lf we want our business to grow, we need to start selling -
our products online. lt's notas difficult as you think.
Use different
.... modal verbs
to make
7
For the website, we need to look into e-commerce recommendations 1

platforms. They're really easy to use - we choose a and suggestions.

domain name, and they have different templates for the
design. 1think we can get a basic package which includes
unlimited bandwidth and a shopping cart feature with
- secure payment.
Use a new paragraph
to introduce a new When it comes to the suppliers, w e should definitely
topic. hire an escrow service that will deal with payments to
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 alter it.
We want customers to keep coming back to the site, so
we should update with ffresh content regularly. We can
think of creative promotions and set upa mailing lisl so
that we can e-mail our promotions to our customers. We
Flnish by asking your also need to think aboutt advertising on social media.
business partner to
tell you what he / she - - Let me know what you think of these ideas.
thinks of your ideas. AII the best,
Olivia

Useful
Language
lf we want our business to grow, we need to ... .
In an e-mail proposing or suggesting For the website, we need to look into ... .
different ideas, use different structures to 1thínk that we have to ....
make your suggestions, so ít's not like a list!
When it comes to suppliers, we should ....
We want customers to keep coming back to
the site, so we should ....
Let me know what you thínk.
1 Writing Guide

,..

Give a general a
introduction and say why
you did the activity.
-

- ._
Teambuilding days can be fun !
Posted by Adam Roberts, 21 June
1went 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 t o work together in arder to
so!lve clues to find the next clue. The treasure was something that
helped us in the next activity, which was an escape room. Our
Write about the different >-- team escaped first because we had found a very usefui object in
acttivities in arder.
~
the treasure hunt. 1 enjoyed it when we did the bushcraft activity
because I love camping. We learned how to light a fire using sorne
--_... simple wooden tools and how to work together to build a shelter.
1thought that the whole day was a good idea because it really made
Give your opinion about us work together. lt was also great to get out of the office and see
the day - both positiva 1- my colleagues in a different place. 1 have to say I didn't like it when
and negative.
_. we had to compete against other teams, because sorne people
became very competitiva and got angry when they lost.
- 1think that the teambuilding activity will help us to work better
Finish with a general
together, because the different activities and games brought us
coinclusion.
closer. Who else is looking forward to the next sales campaign?
'- ...

Useful
Language
1went on a teambuilding day last week with the

111
In a review, first give the basic
rest of my team.
We did a ... .
information about what you did We had to work together in orderto ....
(or watched or ate, etc.), then 1enjoyed it when we ... because ....
give your opinion. Point out both
1thought ... was a good / bad idea because ... .
negative and positive things.
1didn't like it when we ... because ....
1think that the teambuilding activity will help us
to ... because ....
O itel A cover letter for a CV
Say why you're writlng 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 sorne research into the company
that you're applying to and ínclude it
in the cover letter to show that you
know about its activities.
From
SubJect Customer Service Manager
Dear Mr Moore,
1am writing to apply for the role of Customer Service
Manager as advertised on the Jobs4AII website. Please find
my CV attached.
1 am especially interested in musical instruments, as I am a
keen musician myself. The opportunity to work with Gibbon' s
Musical lnstruments Company, one of the best instrument
manufacturers in the indlustry, is one that I would be very
excited about. Your electric and bass guitars are top-quality
and I know you' re planning to expand your business into
other countries.
The job description says that the role involves managing
a team of customer service reps, handling more complex
customer issues and developing customer reward schemes.
1 have a proven track record of leadership skills and 1
manage a team of reps in my current role. 1 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.
J- l'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
Language
Dear Sir or Madam,
1 am writing to apply for the role of ... .
1 saw this position advertised ....
1 see ·from the job advertisement that ....
The job descrlption mentions ... .
1have a great deal of experience in ....
l'm available for an interview ... .
My current notice period is •.. .
 O Vocabulary Builder
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> befare page 4 ~ BACK TO UNIT

o l?0SITI0NS
Accounts Assista.nt
Chief E.xecutive Officer (CEO)
Financia! Director
Financia! Supervisor
Headof IT
Human Resources (HR) Director
M arketing Director
-·········-·····-· - --
Operations Director
Personnel Manager
Production Team Leader
Sales Representativa (Rep)
Senior Administrativa Assistant
Senior Manager
staff

O ACTI0NS
attend a meeting hire a new employee
be in charge of a make new plans
department pay an invoice
describe a problem reply to an e-mail
develop a product sell a product
explain how to use show someone around
amachine the office
get ajob

> befare page 6 ~ BACK TO UNIT

o AROUND THE OFFICE
cafeteria ground floor stockroom
car park kitchen toilets
conference room lobby top floor
corridor reception warehouse

o GrVING DIRECTI0NS
at the end of the exit on your right
corridor go past opposite
behind go straight stairs
between in front of turn left
down lift turn right
enter on your left up

º"''''
appointment
assist
attached
budget
fill in a form
interview
Junior
Admlnistrative
map
Personal
Assistant (PA)
role
statement Assistant suitable
diagram Managing team
Director
employee tille
 1 Vocabulary Builder
El Vocabulary Builder
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> befare page 8 ~ BACK TO UNIT

o OFFICE ROUTINES
answer incoming calls receive visitors
conductdeskresearch schedule a meeting
datai entry screen a call
deliver a message send e-mails
distribute the incoming mail spreadsheets
file documents take minutes
keep a log type agendas
keep track of update the mailing list
order office supplies word processlng
prepare a presentation

> befare page 10 ~ BACK TO UNIT

o OFFICE SUPPLIES PHRASES

a box of ............................................. a roll of
a packet of ...............................·- ·······... a sheetof
a pair of

o OFFICE EQUIPMENT
desktop pedestal recyclíng bin
computar pen driva scanner
filing cabinat photocopiar shredder
laptop projector

o PURCHASING OFFICE EQUIPMENT

charge (v) price per unit run out of

delivery quality shipping cost
discount quantity special offer

.,.,,
invoice run low on subtotal
payment

o by post drawer ítem

candidata duties log (n)
cheap enquiry midday
client expensive proficient
corraspondance axperience rasponsibilities
dozen inventory visitor's pass
 11 Vocabulary Builder
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) befare page 14 ~ BACK TO UNIT

o USING VOICEMAIL
contact someone PIN
contacts (n) press
delete receiver
dial a phone number replay
enter rerecord
fast forward retrieve
heádsét reviéw (v)
incoming messages rewind
location save
loudspeaker set to silent
outgoing message volume

) befare page 16 ~ BACK TO UNIT

o USING THE INTRANET

background icon
bold italics
bullet log in
cell log out
column lower-case letters
comment paragraph
copy password
cut paste
desktop post (v)
double-click row
now chart strikethrough
font underline
heading upper-case letters
homepage username

access online account

arrange ring (v)
daytime star
embed straightaway
hash tag
labet (v) training session
modify
 1 Vocabulary Builder
11 Vocabulary Builder
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> befare page 18 ~ BACK TO UNIT

o TYPES OF POST

b ill ...............·-·················-······· junk mail

contract subscription
delivery

o !HANDLING MAIL
collect postage sign (v)
document (v) postcode sort (v)
domeslic reach its destination stamp(v)
enclosure recipient weigh
international registered post weight
mail log sender

> befare page 20 ~ BACK TO UNIT

o IIJSING A COURIER SERVICE

bubblewrap mark (v)
courier measure
form paperwork
fragile parcel
good condition pickup (v)
goods shipment
handle with care signatura
height special instructions
inspect thisway up
insure track
keep away from heat update (n)
keep dry waybill
label w idth
length w rap (v)

º'''''
accidentally
accurate
attach
avenue
imperial
in error
mail basket
mailroom
package
pile
pound
road
boulevard metric street
confidential online tray
empty (v) ounce website
envelope
 111 Vocabulary Builder
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o SHIPPING
puerto de descarga
cargo cargamento port of discharge
compete competir port of origin puerto de origen
consignee consignataria quote presupuesto
contact (n) contacto rates tarifa
container terminal terminasl de contenedores reliable fiable
free of charge gratuito shipper transportista
free of damage libre de daños unload descargar
freight container contenedor de carga vessel nave embarcacion
guarantee (v) garantizar volume volumen
load (v) cargar worldwide mundial, global
perdida
loss

> befare page 26 ~ BACK TO UNIT

o IMPORT AND EXPORT

advantage ventaja profit (n) beneficios
buyer comprador protect proteger
conduct negociar requirements requisitos
negotiations resale reventa
ensure asegurar risk riesgo
export (v) exportar run a business dirigir un negocio
follow-up seguimiento shipping arrangements tramites de envio
foreign extranjero, de fuera sourcing company empresa de abastecimiento
import (v) importar start a business empezar un negocio
investment inversión supplier proveedor
manufacturar fabricante trade (n) comercio
mínimise costs minimizar costes trust (v) confiar

º'''''
assistance
business assocíate
cash
container yard
asistencia, ayuda
relacionar con
efectivo
contenedor
distrust
emphasise
free on board
secure transactions
desconfianza
- - -···-···-···-··
enfatizar
franco a bordo
transferencias seguras
disadvantage desventaja specialise especializado
 1 Vocabulary Builder
11 Vocabulary Builder
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> befare page 28 ~ BACK TO UNIT

o IRECEIVING CALLS
linea ocupada
ask for permission pedir permiso line is busy
fuera de la oficina
avoid evitar out ot the office
can someone back devolver la lllamda pleasant agradable
dar buena impresión profesional
c reate a positive impression professionally
no entender del todo Poner a alguien en espera
didn't quite catch that put someone on hold
extension Pon a alguien a través de
extension pu t someone through
friendly tone tono amigable retum a call devolver la llamada

greet
saludar ring (n) llamar/tono
colgar hablar claro
hang up speak clearly
presentar transferir llamadas
introduce transfer calls
leave a message deja un mensaje urgen! urgente

> befare page 30 ~ BACK TO UNIT

o fOLLOWING UP ON MESSAGES
tan pronto como sea posible let me know hagamelo saber
as soon as possible
comments comentarios missacall perder una llamada

c ritica! critica
actualemnte
no reply ---·-
sin respuesta
.................
currently on another line en otra linea
discuss discutir order (n) pedido
essential essencial out of town fuera de la ciudad
gel back to someone volver con alguien priority prioridad

get cut off que te cuelguen reach (someone) alcanzar

pasar con respecto a
goover regarding
handle (v) manejar specify especificar
interrupt interrumpir unavailable indisponible

o'''"equipment
etiquette
expect
equipamiento
etiqueta
contar/ esperar
reason
request (v)
rude
motivo/razon
pedir
grosero
smile
take acall
voice
sonrisa
coger una llamada
voz
 11 Vocabulary Builder
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> befare page 34 ~ BACK TO UNIT

o SCHEDULING MEETINGS

at the last minute notify

attend offsite meeting
attendee onsite meeting
book organise
break (n) postpone
check my calendar previous commitment
confirm - - -...·..··-··---···-- refreshments
convenient reschedule
hold a meeting suit (v)
invited take place
rnake it

> befare page 36 ~ BACK TO UNIT

o BOOKING OFFSITE EVEN1TS

access exhibition
accurate in advance
auditorium memorable
beverage menu
budget podium
buffet lunch provide
catered registration
convention set up
detegate (n) success
detail take careo!
d isplay venue
event

º'''''
accept
biscuit
cold drink
logistics
microphone
on a diet
decline participan!
hall raise {v)
intimate screen (n)
 1 Vocabulary Builder
11 Vocabulary Builder
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> befare page 38 ~ BACK TO UNIT

o PLANNING MEETING$
annual hand out
attendance list monthly
board meeting opening remarks
board of directors orientation meeting
brainstorming session product line
briefing meeting programme
client quarterly
c losing session staff meeting
conference call stand-up meeting
customer summarise
daily virtual meetíng
demonstration weekly

befare page 40 ~ BACK TO UNIT

o TAKING MINUTES
action point objection
analyse objective
apologies preparad
assign present (adD
attract pros and cons
c larify raise (a topic)
expansion selection
focus (v) take notes
issue task

••,,,,
key decision time frame
major training

brochure overrun
cancel region
chat report
discussion run something by
driverless vehicle someone
new recruit upcoming
 El Vocabulary Builder
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> before page 44 ~ BACK TO UNIT

o ORGANISING EXHIBITIONS
award-winning hard copy
banner logo
booth pamphlet
brochure profile
business card promolional material
commercial rack
deposit (n) sample (n)
display (v) sign up
display board slogan
exhibit (v) specifications
feature (v) trend
field - - -········........_, ... variety
gather videoclip
giveaway

> before page 46 ~ BACK TO UNIT

o ATTENDING BUSINESS EVENTS

achieve a goal potential
body language rapidly-growing field
enter a market represent
exchange (v) - -··········..··-········ show interest
expand - -········-·····..········ skill
flow (v) strong
give a call - -········-·············· thoughtful
increase business - -·--·····-····..·····•·• valued customer
make eye contact vendor
make small talk well-established
nod

o u;;;;
app one step ahead
businesspeople proud
campaign social media
home automation system stand (n)
image virtual reallty
leaflet
 1 Vocabulary Builder
IDJ Vocabulary Builder
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> before page 48 ~ BACK TO UNIT

o MAKING TRAVEL ARRANGEMENTS

a rrival insurance
boarding pass - - -··-···-··········..... itinerary
cancelled land (v) ···-···•-•·••..····---
check in (v) make a reservation
check-in desk one-way ticket
confirmatíon e-mail outbound flight
delayed passenger
departure rental car
direct flight return ticket
drMng licence seat assignment
drop off stopover
e-ticket take off (v)
excess baggage taxi rank
ftight information board unlimited mileage
fully booked via
gate voucher
inbound flight waiting list

> before page 50 ~ BACK TO UNIT

o BOOKING HOTELS & RESTAURANTS

bar guest room service

bill half board single room
business centre high season spa
chef laundry service standard room
cuisine low season swimming pool
double room luxurious tip
executive suite luxury suite transfer
fitness centre non-smoking vacancy
full board party waiter

º'''''
accident
assistance
business class
destinatlon
flexible
GPS
local time
run through
- - -······--···-······

download (v) single / double occupancy

economy class that's a shame
 mVocabulary Builder
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> before page 54 ~ BACK TO UNIT

o TAKING LEAVE ANO CLOCKING IN

annual leave overtime
approve part-time
attend to paternity leave
busy period refuse
card reader regulations
carryover reject
clock in restrict
clock out salary
consecutive days sick leave
co-worker sick note
entitled to submit a request
full-time swipe your card
give one month's take time off
notice unpaid leave
irresponsible vital
matemity leave

> before page 56 ~ BACK TO UNIT

o SECURITY IN THE WORKPLACE

accompany premises
alarm system protect
alert (v) question
anti-virus safety
break-in (n) security camera
firewall security guard
hacking software
install surveillance system
key suspiciously
lighting unattended
lock unfamiliar
monitor (v) valuables

. ,,,w
personal belonglngs

assistance
virus

overnight
confidential secura (adj)
contactless fingerprint shredded
scanner temporary
deal (n) under any
fire brigada circumstances
- - -··········-····-··-
instructions warn
line manager
 1 Vocabulary Builder
lfJ Vocabulary Builder
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> befare page 58 ~ BACK TO UNIT

o CUSTOMER SERVICE
apologise manner
argue politely
assure refund
calmly remind
deal with replacement
dissatisfied reputation
enquiry respectfully
exhausted rude
impatient satisfied
in the long run solve
keep a promise treat

> befare page 60 ~ BACK TO UNIT

o !HANDLING COMPLAINTS
at our expense inconvenience
be in touch insist on
be supposed to is missing a part
compensation is torn
consequences isn't fresh
c redit your account makeaclaim
defect make anoise
disappointed overcharge
due pricing
expectations repair
fail to meet satisfactory
faulty part - - -·····••·••-·····-···· laste bad
has gol a hole in it under warranty

oum,,w
abílity moreover
curtains reminder
drop (v) sincerely
follow up (v) smell (v)
furthermore uncomfortable
gift unfortunately
in additlon value (v)
 IIJ Vocabulary Builder
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> befare page 64 ~ BACK TO UNIT

• MARKET RESEARCH
brand interested in
buying habits interpret data
conduct a suivey inteiviewee
demo market research
determine market share
factor method
find out prototype
focus group questionnaire
goahead sales analysis
in action target population
influence test (v)
insights

> befare page 66 ~ BACK TO UNIT

• MARKETING STRATEGIES
appeal persuade
competitor promollon
consumer prospectiva customer
demand public relations
effective regret
image speclalise
in oomparison to stage
marketing campaign take advantage of
marketing strategy valld
original value (n)

º'''''
cereal bar
chocolate
examine
fizzy drink
petrol
practise
purpose
send out
honey specific
launch (v) suítable
loyal ······-···.............--~ USP
nut
 1 Vocabulary Builder
ID Vocabulary Builder
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> before page 68 ~ BACK TO UNIT

O cASHFLOw
cash balance interest rate
cash flow statement issue shares
corporate income tax loan
decrease long-term
deduction net
dividend owe
expense profitable
figure purchase
go bankrupt repayment
go out of business revenue
gross shareholder
income survive
increase waste (time)

> before page 70 ~ BACK TO UNIT

o .ACCOUNTING

accounts payable investor

accounts receivable
accrued expenses
liabilities
merchandise ___ , ...... ......... _,
-.-.

assets net worth

balance sheet non-current
composition out of stock
creditor own (v)
current property
debt retained earnings
debtor share capital
equity sign (n)
equivalen! turnover

e,,,,,.
in stock

analyst land (n)

apply for (a loan) luckily
completion pay back
direct method renovation
guaranteed (adj) rent (v)
inventory successful
 In Vocabulary Builder
learn the vocabulary you need. Write the words in your language.

> before page 74 ~ BACK TO UNIT

o BANKING
arrangement fee lend
borrow line of credit
branch pay off
collateral payment holiday
credit limit personal guarantee
credit rating projection
current account secured
deny standing arder
fund terrns
go overdrawn withdraw

> before page 76 ~ BACK TO UNIT

48 1NSURANCE
courtesy liability - - -········-··············
despite negligence
employer's no-claims discount
liability insurance policyholder
e -risk insurance premium
fine (v) professional indemnity insurance
tire insurance public liability insurance - - -········......···········-·
identity fraud sued
inmind suffer
insurance policy thlrd party
legal lees vehicle insurance
legally obliged

0 UGIW
assistance fluctuation
break the law lnjured
burndown insurer
compensation claim lawyer
cover (v) o utgoings
crash (v) rely on
duration retirement
estimate (n) secure (v)
 1 Vocabulary Builder
1m Vocabulary Builder
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o GLOBAL E-COMMERCE
accept platform
adapt post (v)
browse power
compatible retail
customise round the clock
domainname shopping cart
encrypted showcase
expert stylish
feedback support
gather template
host unlimited
impose bandwidth
iocalisation worth the effort
p lace an order

> befare page 80 ~ BACK TO UNIT

o IDEALING WITH SUPPLIEIRS

allow negotiate
assess neutral
entrepreneur packaging
escrow service prevent
gowrong returns policy
handmade scam
hidden· sensible
intention striking
intermediary traffic
misunderstanding ventura

OiLIM
legitimate ready-to-use
light fixture regularly
link (v) review (n)
operating system upgrade
outstanding
 lfJ Vocabulary Builder
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o TEAMBUILDING
advisor prioritise
approach (n) pull together
bond relaxed
bonus scheme
break the ice setting
challenge shocked
clue strenuous
conflict resolution stressed
credit tackle
culture team spirit
incentive treasure hunt
interpersonal unmotivated
laughter worl<shop

> befare page 86 ~ BACK TO UNIT

O TEAMWORK
aspect overrated
collaborate perform
comeup with personal accountability
commítment point of view
contribution problematic
cooperate prove
demotivating reasonable
encourage settle
express share (v)
facilitate strength
input weakness

º'''''
come naturalty
dec ision-making
disagreement
escape room
joke
resolve
reward (v)
sales target
forest sheller (n)
gel out
 1 Vocabulary Builder
IBI Vocabulary Builder
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o lEADERSHIP SKILLS
approach {v) implement
basís implementation
bother (v) inspiration
circumstance lack
constanlly lead to
crisis praise {v)
delegate (v) proactive
direct (v} reactive
direction reality
empower take steps
enhance vision ---······..............-.
gel along with work out
identify

> befare page 90 ~ BACK TO UNIT

o STRATEGY PLANNING
awareness irrelevant
bargaining power navigate
be caught off guard overcome
broader perspectiva put out tires
chaín reinvent
demand (v) revolution
discipline role
distraction set aside
force (n) step back
going forward substituta (n)
in the light of threat

º'''''
continuous
dress smartty
inspirational
keep track of
raise {v)
senior
separate
socialise
-···--~·-····-·- - -

micromanage
 IPJ Vocabulary Builder
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O APPLYING FORAJOB
advanced lazy
anxious logistical support
confident messy
dynamic organised
educational background ··········~·······- - ~ outgoing
experience (n) relocate
fluent responsible
hardl-working secondary school
headquarters target
insecure under pressure
introverted vocational course
knowledgeable

> befare page 96 ~ BACK TO UNIT

o INTERVIEWING
ambítious - - -·······.............. multitasking
artic1Jlate notice
consclentious perk
crea1ive permanent
decisive
easy-going ___ .. ..._..,,......
., ,
punctual
recruit
fast learner retirement benefits
fire {v) schedule
flexible sensitiva
health insurance shíft work
incentive starting salary
industrious temporary

o.,.,,
keen

basedin lead (v)

candidata recruitment company
electronics supervise
headhunter survey
highly qualified
 1 Vocabulary Builder
Pz+l Vocabulary Builder
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> before page 98 ~ BACK TO UNIT

o PREPARING A CV
achievements job description
bachelor's degree layout
care,er objectives managarial skills
communication skills mastar's degree
diploma negotiation
foreign language problam-solving
formal trainlng provan !rack record
gender refaranca
graduate think outsida tha box
initiative with honours

º'''''
ben.efit (v)
course
date of birth
photography
qualifications
ranga
hobbies sector
intermediate spell-check
marital status stock (v)
marks tutor
nativa welfara
personal details work experience
personal statemant
Model CV

o
CURRICULUM VITAE

Personal details:
Name: James O'Brian
Address: 59 Acacia Avenue, Nottingham NH56 3HT
Telephone number: 0115 496 0887
E-mail address: j.o.brian@geemail .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 toan average of 1 day.
Reason for leaving: Looking for better leadership.
2012-2017: Administrative Assistant. lntroduced procedures that meanit the office no longer ran out of
stationery and reduced equipment breakdowns 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

Burli ngton Profess1onal Modules

BUSINESS
ADMINISTRATI
& FINANCE
STUDENT'S BOOK
by David Walker, Juan Manuel Rubio Santana and Robert Duncan
Burli1ng1on Books
P.O. Box 54411
372 1 Limassol
Cyprus
Burlington Books is an imprint or the Burlington Group.

ACK OWLEDGEl\1ENTS:

lmag,es
Sltutterstock. lnc.

Reviewers
Laura Arrondo Catalán. CPIFP Corona de Amgón. z,mgoza: Juan-Tomás Linares Hcrnándc7.. CIFP Santa Catalina. Aranda
de Duero (Burgos): Rosa Borrcll Fcliu, lnstitut Guindi1vols. Lleida: Jose Antonio Lago Martíncz-Tudela , IES Val lecas-Magerit,
Madrid; Aliria Miñano Molina . lES Alcúdia, llles Balears

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hear from any copyright holder who could nOI be located. We would be pleased to insen the appro¡priate acknowledgment in any
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ISBN 978-9925-36-128-I
Copyrigh1 O 2023 Burlington Books