Business John Hughes & Jon Naunton MeBusiness Result Intermediate | Student’s Book John Hughes & Jon Naunton Interactive Workbook material by Alastair Lane OXFORD ‘UNIVERSITY PRESS| Intreduction er | Working ite 3 | Leisure time | aaa Ay|Sewvices & sana systems conaniant see Yd alow bes eto... 5 | Customers Business travel oscil, venue, checkin st. i ‘Secunty at work safeguard agers, ‘prevent... fom. security breach, Tearork and partnerships ‘ln feces, ile te. 8 fir cl Socializing Introductons snc saying what you do chanene Socializing Welcoming visitors Explaining and ‘king about Presenting and discussing plans Howto Interest How tostart and end phone cals How tend a How to Howto sorta ‘on the phone How tomake and respond twottes Howto introduce and respond tonews Howto Preset simple and continuous Past simple and present perfect Present simple ‘nd continuous ‘oe ture use Present pertect, sme and “ating about the ture going wilt and modal Activity Comidor converses ome ave sty Mawaire customer feedback case stuty Improving ata security © talk about your werk and, responsibilities ‘+ ivroduce yoursal and others + expcess interest in ccommrsations * tak about routine activities * ta about projects ‘update and delegate tases * ‘tart and end phone calls + talk about curent activities * tak about your werkt balanc * tak about your lies and isle + exchange contact detais + end conversations polity * talk about past experiences * tak about services and syste * explain how something works + intyeduc information = make comparisons + tak about custorer service * get intorration * make and change arrangement * start conversation on the phon * tate about the future ‘+ manage customer feedback ‘= tak about business travel = welcome vistors ‘+ make and respond to offers 1 folk about work les and ‘= tak about secunty inthe + caplsn and ask about changns + introduce ard respond to news. + talk about chenge and consequences at work = talk about working in tears, ‘present and discuss plans ‘ enceuage people ' talk about your future goals10 | Faxilties (50-65) 1 | Decisions fen 12 | Innovation | azz] 13 | Breakdown (7e-23) 14 | Processes 5 | Performance 5 1G | Success eed tend ey skills Practicaly, per erry Lorie ad ‘Exchaneng How tolave —Reperted sony chans ifomatin ——avolcerat speech ion Phcrgand — mertage Fectay fod wenmeg oy Stock ot Describing nace Metines How oink Nouns and of inne id uatiens weleqdoped suggestions and Camped ec, recommendations Acres + epee Decso-making —Mastings Howtove Frstand put frverd an ea, Patpatngina pesuasve second Sold contoniaton discussion éenatonas Inrovaton andrew Presanting Howto. -——_—Supariate ‘ideas Giving a formal respond forms come up wih preseiaton ‘oat ‘once. potoboe questions and a camments Aresidoars and Exchanging Howto chic Adin and faults sents carers team let someone down, Discussing understands — foo and enough ‘neompatti, —probiens tmelabe, et Process Secieng ——Howtogit Passive fre basic procedure, Pranning future someone's: ft cal having contac stiertion do. Personal qualties Mtns Howto ve Pastcentnuous anbusiact, Aopeasing ——eaack=—_ ad pat Geontiin —patemcannd tartect cmon angotlets FactSdig ond Meetings Howto Canrastng achiowemest ——Repertngback ezmeriee —_lanenaee a sigtcart trea 2 rol tarp ee. Practice files [102-133] Information files [135-146] Inegular verb list [134] | Audio scripts ase study Solving » logistics problem Activity The decision amo Case study Managing @ breakdown in| Case study ving succesful presentation eee talk about logistics and supply chains place and handle orders leave avoicerall message ‘report problems or disagreements, dasribe your place of work ‘ako suggestions and recommendations link eas talk about decision-making ate ina discussion talk about future possoities talk about innovative ios ‘ve forma presentation respond to difficult questions ‘and comments talk about extremes talk abou! breskdowns and faut iscuss problems and offer advice ‘check someone understands advise and recommend talk about processes rake and charge future plans ‘get someone's attention ‘describe processes talk about personal qualities apprise performance and set objectives sire feedback tall a story talk about past events ‘tak about achievements report back on and evaluate research generatze use contrasting language $3u9]U09Introduction Vielcome to Rusiness Result Intermedite. In this book youl find: 16 units | Practice filo | Information files | Audio ecripts | Interactive Workbook on CD-ROM | ‘We hope you find this introduction useful, and that you enjoy using the course. What's in a unit? Starting point + an introduction tothe unit topic * discussion questions Working with words «reading and istering based on themes from business and the world of work '« important new words and phrases that you can use immediately, in your work «practise the new vocabulary in a realistic inal activity Business communication skills ‘= presents key expressions for exchanging information, ‘autending meetings, presenting information, and socializing «helps you express yourself more clearly in real work situations + lets you chocee which phrazee to use from the Kay expressions Ist in every unit Practically speaking « teaches really useful everyday phraaes for smal tall telephoning and short conversations «helps you sound moce natural when you speak English Language at work + reviews key grammar from Business communication skills ‘¢ helps you communicate more accurately in real work situations « Tets you check your knowledge of grammar and practise it in the classroom * ifyounced more explanation, refer to the language reference section in the Practice fle Case study / Activity + each unt ends with an authentic case study or activity '* find out about situations related to the unit topic that affect real companies and organizations + tke part in longer workrelated acivty with Its of ‘Opportunities to practise the language ram tne unit Fast-track option time om your cource is lied, Business Reeulthes a unique fast-track option to use in class, For each unit, combine the Business communication skits section and the Cate study or Activity. ‘This creates a practical, highly communicetive shorter course, enabling you to get the maximam beneft from your Business English studies - fest What's in the Practice file? ‘The Practice file is like a mini-workbook in the back of the Student's ‘Book Tt alows youto thik about and practise important words, expressions, and grammar. It has written exercises on the key_ language from each unit, plus a language reference section with more detailed grammar explanations Use the Fracie file «in class to check your understanding + after class for extra practice. Follow the links to the Practice file in each unit 9 For more information and exercises, go to Practice file 3 on page 107 What's the Interactive Workbook on CD-ROM? Everyone's needs ere different when it comes to using English. at work The interactive Workbook gives you practical tols to use immediately in your work by helping you to practise the language and skils from the Sudent’s Book, end make them personel to ‘you and your ovm work situation. It also helps you review and test your own progress. Exercises and Tests «+ review and practise key language with interactive exercises «check your progress with unit tests, Glossary «check the meaning of around 600 words and phrases '* personalize the vocabulary to your needs Phrasebank «listen toall the key expressions from the Student’s Book « learn phrases for excharging information, meetings, presenting. socializing, telephoning, and travel * create your own personal phrasebook to match your needs at work Email + Yearn useful phrases for writing the mest common work-retated emails + cory model emails to your out-bor, or create your own Listen again « listen again to the Student's Book eudio recordings, or download to your MP3 player ‘Wherever you see this link, t means you can access extra ‘material on the interactive Workbook. © Wineraciive Workbook »sw from Cranfield Schoo! of one of Europe's leading management schools Itis part of Cranfield University, renowned for its high quality postgraduate teaching and research and its strong links to industry and business. The School of Management was ee established in 1967, and offers a range of MBA, Executive MBA, Executive Education, and Dectoral programmes. For more information, visit: w' ‘Your pane! of experts is made up of faculty from Crangield, lus successful ‘businesspeople who are recent MBA graduates from Cranteld.ting point 1 Which things inthis listare the most / least important for you in a job? + money «job satisfaction and professional development free time recognition job security career opportunities and opportunites for promotion « variety = training 2. When you were a cl ‘what job did you dream bout doing? Why? ‘ds Ed Lu is an astronaut who spent six months on the International Space Station. sbout working there. List the positive and negative points of ibing work i. job among the stars Working onthe 15S (ternational ‘Space Station) is every asronauts ‘dream Life on beard may sound ‘slamorous to some people, but conditions ean be uncerfortable ard we have a demanding schedule — we work terhour days and have one anda half daye off athough when Yyoulive in your office, 'shardto Separate on-duty and off duty. Our tasks are quite varied - we o a range of different scientific experiments ~ but we also have to perform routine maintenance and regular safety checks, like cleaning the air iter and inspecting Cur emergency equipment. We ‘exercise twice day — (fyou dort, Your muscles just disappear inthe eighties conditions Lifes never dull, but you can feel al = lonely uphete, away from frends 5 x and famlly. The work can alsobe stressful 30 In my free time I relax by wriing and answering emails. 1 p alsolove taking photos ofthe views from up here t's fun to watch stars x as they rise theough the atmosphere s Bex2 01,02> When Ingrid was a child she wanted to become adoctor. Mansour’s ambition was to be a pilot. Listen and find out 1 what they do now 2 what they like / dislike about their work. 3. How nearare they to their childhood dreams? 4 Work with a partner. Match the words from the list to definitions 1-11. fin varied challenging routine depressing streufal ‘slanorous worthwhile rewarding dull demanding ‘8 good thing to da: boring: needing all our effort and attenti Listen and compare your answers from 2 above, ‘A (do aot of work in Chine. ‘Rigi. / Realy? 4 Work with a partner. Tell each other some information about your job, Respond ae US, right confirms that what with phrases from 2 and try to continue the conversation. ‘someon has said is correct. Example: A J work twelve hours @ day. A So, you work twelve hours @ day? B Twelve hours.a day? What do you do? ‘Right ~ four days a week.10 Language at work | Present simple review | Frequency adverbs 1 Read this conversation, Why are the verbs in bold in the present simple? Hitoshi Dr Mayer, this is Véronique Denvir. She works for Medicine on the Move. It's ‘asmall medical NGO. Dr Mayer Pleased to meet you, Ms Denvir. So, which countries does your ‘organization deal with? Do you work in Nigeria? ‘Véronique No, we mainly focus on Angola. We regularly visit villages and set up temporary clinics. Dr Mayer And who funds your projects? ‘Véronique Mostly the general public, but we also get some government grants. ‘Dr Mayer Oh, that's interesting. Can I ask who your medicel supplier is? 2 Which of the questions a-d below from 1 ‘can only be answered yer or no? require information in the answer? —__ 1s / are indirect? doesn't / don't use an auxiliary verb? ___ Why is this? ‘So, which countries does your organization deal with? Do you workin Nigeria? ‘And who funds your projects? Can Task who your medical supplier is? peek aoe ) For more information and exercises, go to Practice file 1 on page 103. 3 Work with a partner. Ask and answer questions about your jobs. Think about the hours you work, the distance from home, your tasks / responsibilities, and your colleagues / partners 4. Now work with a different partner. Ask your new partner questions about his / her {first partner. Start each question with Do you know ..? Example: Do you know where Johonn works? 5 Frequency adverbs say how often we do something. Complete this scale with frequency adverbs from the list. never usually rarely sometimes often always _occosionally 1 ner 1 a 3 4 5 bcos ) For more information and exercises, go to Practice file 1 on page 103. 6 Match adverbs from 5 to the phrases in ftalics in 1 1 Tworkelate once ina while if have a lot of work to finish. 2 My colleagues seem to be siressad all the tte. 3 Thardly ever use the phone ~I prefer to use email, 4 From time to time 1 go on a trip abroad if my boss can’t go.. 5 We donttoften mect socially maybetwe or three times a year, 7 Work with a partner. Ask and answer questions about how often you do these things. Try to keep the conversation going as long ss possible. * twavel for work + work atthe weekend» havemeetings with your boss ‘eat lunch at your desk» deal with cients * socialize with your colleagues Example: A How often do you travel for work? B Once in a while. Brery jew months, guess. @ » interactive Work@ook >> Szereiaes and TestaThe Expert View Networking is important not oniy for generating business. tn today’s more complex and int Sere ec is also an essential management ere) ae ener be teenie Neworkings increasingly porta for Smut You have: Se eet) Indivduals anc eompanss who war to ‘© 2 mites total about your company / pak pila ala ll a succeed nthe woddoftuernatoral ustress. _ organtzaton Contact25 organizes business to-business, ‘© 2 minutes to talk about your partner's: speed retworkingever's. Atthas events company / organization partcparts have sesscfmintmestings _* 30 second to sooe your part, dnote wth new contacts Te dea sthet wena few down future action Ce ‘minutes of talkingtosomeors, they willknow * 30.seconds to move on tothe next meeting. Cee Uheter tis possi todo business with them. Speed rtwerking previgtobea goad tunities to build This makes ita very efficient form of business solution for many businesses who stmply want Nae networking - by meeting lots af people, you ‘to get results Contact2S estimates that each hhaverorecharceofmasing del contac for aterden cess €3,00 vethofnew busrass your bustres. prevent Sait cams that spend ratwerleng ta Sinpeefecv, eu genase t has the a 1SW eee ra een ee neat ‘What are the advantages and disadvantages of speed networking? (Contact25 is thinking of going international, How could they make international speed networking possible? ‘You are going to participate ina speed networking event. Be yourself or choose a profile from File 01 on page 136, Make a note of your name, wast srl: you do, the name of your company / organization, what it does, and your personal and professional reasons for attending te eveat. ‘Work in small groups. Follow the rules of speed networking. Try to make as many J ‘useful contacts as possible and make a good impression on the people you meet. For each meeting introduce yourself, say what you do, and who you represent ‘© explain what the company / organization you represent does and why you are at this event « listen to your partner do the same as above and take notes ‘= give your partner a score from 1 to 3 based on the follawing three statements “would never want to work with this person.’= 1 point e "Tmight want to work with them but I naed to ind out more bout them.’ = 2 points “Tm defintely tterested in working with this person and will fellow this up immediately: = 3 points ‘= note what you are going to do next with your contact. ‘Tell the group who your most useful contact was, and what follow-up action you will take.Xs y) Projects ‘What makes a project, successful? Do youpreferto lead a project or just be part of the project team? Why? Do youllike being involved in long-term projects? orking wi s | Projects iT as 1 Read this article and answer questions 1-4, 1 What i volanteeriamn? 2 What sorts of things can employee volunteers do? 3 Who benefits from volunteering and how? 4. Whot has Samira Khan learat from her project? A commitment to volunteerism What does volunteerism mean? The clething manufacturer, Timberlands one cof many large compartes that are committed 10 ‘volunteerism. The company encourages staff to spend upto 40 paid hours ayear on communty and social projects. The community benefits fra the company't resources, caf gar new skills andteamwork Improves. “The French food manufacturer, Danone, lows ts employees to spend time n developing countries, workarg on projectsin areas ike ‘conservation, teaching cartg or building. dings, they can share their own sls, arc at the sametime, they gain new teas ard insights, landlesrn trom the experiences of others. ‘Ateam from the baring grup, HBOS, volunteered to help buld an extension toa schoo! tm La Esperanza n Honduras. Linda Marshall, the project leader, Sid, "Tiear that when new teams are forming, essential that objectives, are agreed and everyone buysinto them. Thisis aacruchl factor to any projects success” What can volunteering do for you? Software engineer, Samira Khan, i in charge of a vokinter projet to redzcarate a corny Centre forthe ederty n Chicago. managing project i anew experience for her She is leaning how oorgriz tad that thoy are able to compte the projec befor hs deadline Seals has to dea withthe budget, ‘eichs fly bmted so she hs to Spend Carsly Andevery fw days she gets updates from ber project eam to check cn progress ard decide they reed mexe resources. She fins werking ar hs pect ery mwarting and epiased tbe laming naw ei.2 Label these iterns with the words in bold from the text in 4. a [was agreed that jonas will ‘= Jookat ways of cutting spending ‘+ talk tothe bank about aloan «© aim tobalance the beaks in ‘orm ‘months. Venue: €2000 Catering: €4000 + Accomplished in ‘Transport: €350 Sees. a Knows how to operate €6,350 variety of computer softener. a + Speaks Haglish and 3. 06> Samirais telling someone about the volunteer project that she is working on. Listen to these extracts from the conversation and answer questions 1-2. 1 Which itemsin 2 does shetalkabout? 2 What does she say about each ont? 4 06> Listen again and complete the phrases that Samira uses in column A. Then work with apariner. Tales ¢uraa to cover cokuma A while your parter teats you uaing the definitloas in column B, Brample: A How can you say ‘forish on time’? B ‘Moet the deadine? AYs, A B 1 the dendline finish on time 2 fal schedule make slow progress 3 catch = get back to the original schedule 4 be back track ‘work to the predicted schedule 5 finish, schedule {finish before the planned date 6 resources make use of people, money, time 7 say budget = spend the right amount of money 8 tasks give people different responsibilities © eet atask do ajcb 10 updates receive reports on progress 5 Workin small groups. A colleague has been asked to take over running a project for someone who it offaick. He / she has never manageda project alone. He / she hhas asked you for advice about how to manage the project and the project team. Discuss whet advice you will give him / her. Then tell the class, Example: He / she needs a realistic schedule to meet the dean. For more exercises, go to Practice file 2 on page 104. @ » interactive Workbook » Glossary a Sune: complete dacorating 5 hune: salety checks [mel (os oering Cc 3 Nv > s 3 a a [Sas Tip | in time and on time Intimermears having encugh tine 10 be ale td something ‘Se leave now, wel be there in ‘ume forthe meeting. On time means a the corect time. {have (0 be at work a 9 asm. and 1 always areve on time. Im never late. tut! dont ket be ealy etter4 Business communication skills 1D 00: a Samira Khan (oman ents) Coeet dealin ~ can hey mest 12 ~ decorating? ~Nghting? carpet? ~ action? eal Tip | Dates Dates are writen citferenty in the US and the UK. In British English the day comes before the month. In ‘American English the month comes before the day. the tenth of May = 10/05 (British Englisn; 05/10 (American English) Meetings | Updating and delegating tasks a 1. 07> Jamie Ortega oversees several volunteer projects in the Chicago area. He is calling Semira Khan to ask about the progress of the community centre project she is working on. Listen to theirconversation and makes notes on Jamie's notepad. 2. 07> Listen again and complete these phras 1 How ____overthere? 2 Wall, so far —— 3 Everything’ 4 So what’ the decorating? 5 Were the ceiling ... 8 And where the lighting? 7 We've 8 So, _____, the painting's nearly done, © Soit'all going according 3 Put the phrases from 2 into these categories. @ Asking for an update: 'b Givingan update; © Summarizing @ Work with a partner. Look at this schedule for an office move, Askand Questions about the project using phrases from 2. Example: A Whats happening with the headed stationery? B Weve ordered it \swer Task Deadline Date finished Order headed stationery 10/05, 09/05 Order new furniture 10/08 0/03 Send new address cards to clients 11/05 ‘Todo Issue staff with new badges 11/05 10/05 Pack up paperwork 18/05 ongoing 5 08> Listen to this meeting between Samira, Jamie, and team members, Josie and Bruno. Who agrees to 1 meet the carpet supplisrs? 2 buy the paint? 3. paint the ceiling?6 08> Listen again. Mark 1-1 ):A (alloceting a task), O (offering / agreeing todo a task), D (declining to do a task), or S(summarizing). 1. Weneed somebody to be here then to open up. —_ 2 Can you dot? Leave it with me. Ticome with you. then. ‘Lean go there this afternoon if you want. Why don’ I go there now? —_ 1d prefer not to if that’s OK, —__ ‘You can carry on with the rest ofthis paint —___ Tm sorry, [have en appointment. __ 10 So, youtwo are going to get the paint D? For more exercises, go to Practice file 2 on page 104. 7 Work with a partner, Some students are visiting your company and you need ‘book a room for the talk (task 1), get name badges (task 2), organize refreshments (task 3), Have a conversation using this flow chart. A Ask to do task 1 [A Decline and give a reason, [A Offer to do task 3. B Agree, and ask A todo task 2. B Offertodo task 2. B Recap, 8 Worle with » partner. Two project update meetings took place yesterday. Student A, turn to File 03 on page 136, Student B, use the information below. ‘Student B: You went to the Project 2 meeting. Your partner went to the Project 1 ] ‘meeting, Your partner will call you. Tell him / her about Project 2, then find out what is happening with Project 1. These are the things youneed to know. You can... | / We need somebody / you to... Offering to do something Why don’t | ..? Mes Ica you want Leave it with me, Declining to do something 'm sorry, | can't. (mata 'm buy. Id prefer nt to thats OK. Summartaing ‘So, to recap. X is/am /are going to. ital gong according to pan. @ > interactive Workbook » Phrasebank sy9a[old | z wun © » interactive Workbook 9> Email Practically speaking | How to start and end phone calls 1 Complete phrases a-f below. Which ones can you use to 1 starta call? a Tmreturning your & Thanks your help. 2 endacall?__ ¢ —_'s(name)here. e Whatcan 1 for you? d __ forcalling £ Tm__about / for / to. 2 Workwith a partner. Have three phone calls using phrases from 1. + You want :o know the tine of a meeting tomorrv. # You want an expenses authorization form. ‘+ You are cling somecne back with information about yourhliday dates. 15Language at work | Present simple and continuous 1. Look at the verbs in bold in these two sentences. Which tenses are used and why? 1 Y'mealling for an update. 2. {get updates from people every two days 12. Read these two questions, Are they talking about now or in general? Why do they ‘use different tenses? 1. What's happening with the decorating? 2. What else do we need to do at the moment? 3. Complete these rules with simple or continuous. 1 Use the present to talk about general facts or regular actions. 2 Userthe present to talk about a current action or temporary project. ‘3. Some verbs ere not usedin the present when they are talking about states, not actions. For example: understand, like, know, believe. mean, need. 4 Choose the correct answer from the words in italics. 1 What che doing / dees he do in my office? 2. He sbees / fring your compuser. 3. He ls knowing / knows what is wrong with itnow. 4 He repairs / ierepatring computers every day — that's his job. )D For more information and exercises, go to Practice file 2 on page 109. 5 Work with a partner, Ask and answer questions using these prompt. ‘whet / you / work on / this week? you / like / traveling? how often / you / work late? you / have / any problems at work / atthe moment? who / you / taleto / right now? ‘how many people / be /in your Baglish class today? ‘what / you / think / atthe moment? you / understand / the word deadline’? 6 Wirte notes on the notepad below about some current events or activities in your life 1 Give e mini presentation to the class using your notes. 2 Listen to other members ofthe class and prepare twe questions on their presentations, Training oF education: Planning 2 holiday My work 14; foe time Ways of practising my Engin Othe: a ©» Interactive Workbook 9» Exercises and TestsThe sustainable dance club Enulu is an international organization which helps young people develop profitable business ideas that have a positive effect on the environment and the local community. Envi i working in partnership with the architectural firm Déllon an exciting new project ~a sustainable dance club in the city of Rotterdam, The club will have a low impact on the environment, recycle energy, and raise awareness among young people of social and environmental issues Envi and Dell are cooperating with the Technical University ofDelft ard the Development Board of Rotterdam. Around 80 volunteers, mostly students and young. professiovale, are working on the project They/re helping to construct and equip the club ready for the launch party in a few weeks’ time. In what ways are nightclubs environmentally unfriendly? How could you make one more environmentally friendly? Listen to one of the volunteers talking about the project. Compare what she says with your answersto ! and ” above. ‘You are part of the project team planning to open a sustainable club in your city or town, The projectis nearly complete and you are now planning the Iaunch party which will take place in one month. Read about the key tasks that need to be done in this table. ‘The venue Finalize installation of lectrical equipment events Finish the decoration Equip the relaxation zone Inscall kitchens and toilets Hire and tran staft The launch party Confirm all DJs and special ‘Contirm orders with food ‘and drink suppliers Receive delivery from foed and drink suppliers Publicity Print leaflets and posters Start distrisuting leaflets and posters, send ou! invitations Update the website Organize a radio advertisement Mera ay ees (er eon ie iar er These ee Petorre eres eer Pea gyi what the trade-off is ee a eae al cee ee Eek “The project team has divided into groups, A,B, and C. Each group has different responsibilities. Read the information for your group. Group A, turn to File 04 on page 136. Group B, turn to File 11 on page 138. Group C, turnto File 20 on page 140. ‘When you have read your information, hold a meeting to discuss the key tasks. Make sure you ‘know at the end of the meeting exactly what needs to be done, who will do it, and when. ‘© Update the other members of the project team, ‘© Make anote ofthe tasks that are complete and of all the tasks that still have to be done. ‘© Discuss at a team how you will proceed. + Allocate taske and creste a echedule for completing them,Soe ccs A. Whatis ‘work-life balance’? 2 Why should employers care about work-life balance? 3. Isthere a ‘long hours’ working cultare in your country? 18 Work-life balance Read thie article and answer questions 1-3. 1 Doyou work similar hours to Todd Einck in his old job or his new job? 2. What does Todd tell his employees? Do you think he is right? 3 Could you do the same at your workplace? Why / why not? No more late nights Aker working fifteen hour days for most of hie career, Todd lnc, 42, left his sles joband started Ir Mobile Computers. Hewarzedtocreate an ‘organization where hecoald contalhis schedule ‘and nave time forbs wife and young children Nowarlays, Todd leaves work by 510 pm almast ‘very evening and he tll his teen employees todo the same Working at the weekerd or aking assignments home also nat allowed. 2 This is a quiz about your work-life balance. 1 Complete the quiz. Then add up your scores and turn to File 02 on page 135. 2 Do you agree with your results? ‘Find out your work-life balance Write 2 thestatementistrue for you, 1 it's mostly true and Oifits not true, Thave plenty of time for outside interests and hobbies Toceasirally do overtime fits paid I work lexitime or ein able to organize my werkard homelife around each asher. {sare my ‘to do'liton my deskard arly work fom home. I regulaty relax by doing exercise cr sctllarg with ends [regularly pay sports inorder tomake useful work coracts. "ake all my patdleave every year and go on hold. ooOo000003. 10> Work with a partner. Listen to this conversation between two colleagues, Nina and Florin. Student A, listen to Nina. Which parts of the quiz can you answer forher? Student B, listen to Florin. Which parts of the quiz can you answer for ‘him? Now compare Nina and Florin’s work-life balance. Who do you think has a better work-life balance? 4 Match these verbs from the quizin 2 and audio 10> to the words in 1-4 ake moke do work ‘exercise / work / overtime ‘me somewhere / some holiday / paid leave / time off late / from home / flexitime time / useful contacts / progress 5 Work witha partner. Talk about the following using words from 4. + atypical week (Bxample: repuerty work rom home.) + this week or last week (Example: made lo of progres lait week...) * your holidays this year (Example: id ltke to take three weeks ...) + the company policy on overtime (ample: We do thee hour extra.) Pod 6 Work with a partner. Use adjectives from the list to describe the activities in the pictures. ‘exciting boring relaxing exhilarating tring interesting frightening enjeyable hard work awn ainsiay | ¢ wun ‘7 Work with a partner, Take turns to describe what you do outside work and why. Example: Icook lot because is relaxine and interesting o crete new dishes 8 11> A lotof adjectives in 6 can have an -ing ending or an -edending. Listen again. Which ending do you hear? Which form of the adjective describes how a person feels? 1 I gothome at about midnight, I'm really tired / ring. 2 I'm taking the kids camping tomorrow. They're so excited / exciting 3 I'made dinner and watched a bored / boring documentary about plants ———S YD For more exercises, go to Practice ile 3 on page 106. Tip liceiiyandeo © Work with a partner. Say what you are Use rel rs ae eas, «interested in + bored with [mine sete * tired of © exhilerated by (raw ansere + excited about + frightened of aaione 10 What's your ideal balance of work and leisure time? Think about the following. ‘Note that when you use reafly with ‘Than work with a partner. Take turni to describe the current struation in aca agin Ris can te area, how you might like to change things, and bow this would make you feel. hein + hours worked inthe week © activities outside work setae oe + hours in the office ‘= number of weeks’ holiday per year reogira Genre + typecofjob «types ofholiday gute bracts: Tne spallar h “© » Imeractive Workbook » Glossary Bee une ae aaBusiness communication skills Exchanging information | Talking about leisure | Exchanging contact details 1 12> Mirella Lyrio from Brazil is ona three-month work placement at a Swedish ‘company. It is the end ofher frst week and she meets her line manager, Leif Gunnarsson, Listen and complete her notes. Department in wank f Department in week 2: Travel to: Weoken plans: Hoed to buy: 2. 12) Listen again and complete there questions. Can you remember Mirella’s answers to Lei's questions? Listen again and check if necessary. Corkingin (HIRI? ee 2 your fst time in Europe)? Tip | like + ing or the S\<_____Hitigailo you fa dieg? infinitive 4_________ the accommodation? You can use the infinitive or the ing 5 the family? ‘orm afer the ver ike. In Bish ; ; English les -ng & rormally used 3. Workewith a partner. You are both working abroad on a six-month work ‘plac abut enjopment and leisure placement / contract. Decide what country and department you are in. Then take ‘activities. Lite + the infinitive turns to ask and answer the questions in 2. Change the information in brackets. be 4 12> Match the phrases from the list to the words in italics in 1-4. Then listen again imerican English, /ke-+ the " and check your answers. Infinitive is normaly used for both. Pe 2 5 r elie we fant heen on fen'tcrazy about ‘sinterestedin ‘sfondoof Coe ee nee 1. She wantsto krow more about Human Resources. English) 2 He realy tikes and cares about Brazil, (Do you lke to read novels? 3. She irmotemhusiastie or excited about shopping, (american English) 4 She coesnit reaily ike museums, a5 Work with a partner. Tall about things youlike or dislike and about your interests using this table. Example; Im realy interested in marketing. ‘area of work, eg computers city / country, 0g. Paris subject, eg. machemadcs. ‘cttvty, ¢g cooking sport, ¢8 golf Friends (really) 6 13D Listen to the rest of Mirella's conversation with Leif and complete her notes, How does Mirella check her spelling? 7 Write down two telephone numbers and two email addresses. 1 ‘Tellyour partner your email addresses and telephone nembers. 2. Listen to your partner's email addresses and telephone numbers and write them down. 3. Check you both got ther right. DD For more exercises, go to Practice file 3 on page 106, 8 Work with a pertner. Read the information for Student A and Student B below and plan what questions you might ask or wkat you might say about the following. ‘+ accommodation workresponsibilities + free time and interests SS ee Student A: You are on a placement at a new company. It is the end of your first week. ‘Student B: Your partner is on 2 placement at your company. Check that he / she is happy with everything. Have the conversation and exchange contact details for the weeleend. @ » Interactive Workbook > Email Practically speaking | How to end a conversation 1 Which of these expressions signal the end of a conversation? 1 Anyway, Td better got on 4 Ml get back to him in a minute 2 Ineed to go now, I'm afraid. 4. I should get beck to wor 2. 14> Listen to the ends of three conversations and check your answers in 1, 3. LAD Listen again. How do the people respond to the phrases you chose in 1? 4, Workin small groups. Have conversations on the following subjects. End the conversations politely before starting the mext one with a different person. ‘+ what you did yesterday evening ‘= aproblem you're having at work phone call to check on the time of a meeting Key expressions “aking about leicure and Interests Do you he paying tens / relax in the evra? Is thisyeurofice Iovate totais? hat srt of music do you ike? thngs do you ke cong? How i your hotel fen do you play? How do you find our county your jb? Tang about Beas and dens realy ke ove (ing? tb. noun) I ent ie / hate (+ing/ 10.1 roun) {err / dont ery + ing. tin (oo ineteste in / keen on / fond ot /crazy about (+ ire noun) Saying telephone numbers (00 = double zero (2210 ze / ouble oh (British English) Say telephone numbers in groups of tire0 oF four: O86. 745, 645 Saying emait addresces 1 Mforwerd) slash ot — underscore = dash on lower case/ UPPER CASE ‘Checking spelling for suger E for egg P for Patis, etc. @ » Interactive Workbook >> Phrasebank a S 2 w z & 3 3 3 21Language at work | Past simple and present perfect 1. Work with o partner. Think of questions for these answers. Compare your ideas ‘with the rest of the class. 2 ; Yes, Idid. It was fascinating. ? Good, thanks. yes,acouple of times.? No, haven't. ? 2 15D Itis Monday morning. Mirella Lyrio is waiting for her manager, Leif, outside his office. Liston for the answers in 1. What were the questions? 3 15D Listen again. Decide if these sentences are true (7) or false (F). How do you know which sentences are false? Discuss your ideas with a partner. Mirella waited for Leif and then left She went to the mauseum on Saturday. Leif went there a couple of times on Saturday, — ‘Miriam has never met Mirella, Miriam has organized a desk for Mirela and it's ready for herto use ‘We dont know when Leif played teanis. Before the weekend, we don't know when Leif last played tennis. @ Match sentences 2 below to meanings 1-4. 1 Talking about a fnished action that took place ata specified time: —_ 2. Asking about an action / event ~the speaker doesn't say / know / ask when it took place: ‘Talling about a very recent action / event: “Asking about an action / event ~ the speaker asks / knows when the evers took place: I've just organized a desk for you to work from. Did you go to the museum on Saturday? Leif played tennis at the weekend. Have you met Mirells? 5 Complete these sentences with since or or. 1 Thavent played termis ___ ages. = ___ +. period (days, months, years) 2 Thaven't seen you January. + aspecific time (day, date, year) aooe 6 Work with a partner. Choose the correct answer from the words in ialics, | booked / have booked the hotel yesterday. Harve you ever been J Did you ever goto India? Ive in London now, but I have ved / ved in Paris from 2000 to 2002, haven't seen / didn't se him recently. Last year I have changed / changed job. Did yougo / have you been to the meeting last week? ‘He has worked here since / for eight years. She hae been the CHO since / for December 2066. 9 Formore information and exercises, goto Practice file 3 on page 107 7 Work with a partner. Ask and answer questions about the following, Start the Tip | Conversations questions with the word in italics. Tha present perfect eaten uted to your present eb / company (How long have..2) stort conversations, Speckers often ate you joined (When did you 1) Use the past spe to continue the previous job (What wes conversation and ask for / ve more ‘education (Where did you ...?) details, travel (Have you ever been ..1) A Have you boon to Brazil? people (Have you met ..?) B Yes! have, ‘other subjects (/ stl havent asked you about A Vinen did you go? niet a ) B I went two years ago. @ Interactive Workbook 9 Exercises and TestsWorkin emall groups. Each play another square. Green squares ask all the players a question using the phrase, Blue squares ~ move to the neerest square another player is on and speak to that player. Pink squares ~ aplayer talks to one other player. Purple squares fellow the instructions, ‘The player who lands on ‘End’ frst is the winner. r places « counter on ‘Start’. Take turns to roll adice and moveto Moveto another player's square. Ask Start him / her about last Farwe aipit End night Move to another Ask another player player's square. what he / sh Say hello and aska hinks of Mexican question, food Check the spelling of another player's Do you like ‘Move to another ‘Where did you go You make a useful player's square. when you last went Work some unpaid contact. Have Askhim / hera. abroad? Move to overtime, Miss TWO another go. question about his / join aplayer who goes. herleisure time, has also been there, r . TAKES day orm what he / she thinks ¢ i neo of football. | Move to another Check another playor's equare. Tall How do you rattan What sort of? player's email to him / her abouttast, ' y | address, weekend then end the ‘conversation politelyoaycecs (AS a a ae ees Working with words | Service ne 1 Read these website reviews. or) 1 Which ofthe extracts is about a website for so ‘+ Lloyds TSE (a bank)? Corey = The Guardian (a newspaper)? Oey + Expedia.com (an online travel agency)? 2. Would yoube interested in thoee services? Why / why not? Sarena poe a Instaad of continuoaaly visting 1. What services do you use websites to seeifthere are new regulasty? amtices and updates, you can ji havethem celivered 2 What do yout aboot een, j ‘shes you ccossto allthe most 3 What makes services uptodate and accurate news good or bad? ard information onthe web. This services free and gives you immediate accass to your accounts when i's convenient for you. The system also protects your personal nancial Information and ensures that you stay secure This syst s wally time-saving and efficent, becouse consumers ‘can combine multiple fights, hotel bookings, carrentals, and local actives all from just ere webste. Users can customine thetr bookings oft ther needs and there are many discounss and special prices, softs really cont efective 2 16> Listen to three speakers. Which website in 1 would they be interested in? 3. Underline the adjectives in the reviews in 1 that would attract the three speakers. 24. Work with a partner, Which ofthe adjectives you underlined inthe texts in { might describe these services? Do you use services like these? 5 17> Listento four people talking abouta service from 4. 1 Which service is each person talking about? 2. How does the service make thelr life easier or what does it allow them to do? 6 Work with a partner, Make sentences using the words in this table. Example: Scorch gine ellow people to find relevent websites Scerch engines help me infinitive ‘Telecommurication allow you fernio... companies make it easier for organizations Financial advisers companies Call cantres = people verb Consultants the world (without Lege! acrvicee wo) Alle 4 on For more exercises, goto Pract 6 108, ‘7. Make a list ofthe type of services your company offers or services you often use. ‘They might be financial, travel, legal, or medical. Tell your partner about the benefits of those services, ‘Example: My fnancial adviser helps me to plan my future. Booking tickets online is realy efficient and more costeffectve than using travel agent. @ » interactive Workbook » Glossary swiss 2 saaies | dawn =e —Saaaa Tip | let ‘The veib iets Folowed by a noun ad then a verb without to. Don't say: ‘Oniine-benking iels-me-te-marage crpranenuit een inane Do say: Online barking fets me manage imy account rom heme. [iiusiness communication skills Presenting | Explaining how something works | Comparing new with old 1 Why do companies need databases? What sort of information do they keep? Do you use a database? Ifyou do, is the system easy to use? 2 18D Ahotel chain has a new customer database forall its hotels. It is being prosented to the hotel manager and her stafffor the Gist time. Listen and answer questions 1-4. 1 What was one ofthe disadvantages with the old database? 2 Whan can they use the now database? 3 How is ic similar to the od database? 4 What is new about it? [5 What dees the hotel manager auggest i « problem with the new system? 3. 18> Match 1-6 below to a-h to make pairs of phrases. Then listen again and check It looks very similar to ‘As soon asyou ... In other words, as well as (ig) ‘The more ..., (On the one hand .., ‘One downside is ‘but what's different: Italo. but the had newsis baton the other hand ... Dbatin factit's very simple. the (better... baton the plus side... itstansto.. 4. Putte phrases in 3 into these categories. ‘@ Comparing and contrasting: Describing what sometbing does or how it works: Fm no nnce @YauRene )) For more exercises, goto Practice file 4 on page 1985 Work with a partner. Imagine your company has some new software for storing customer information. Make sentences using some of the phrases from 3 and these prompts. ‘Example: The good news is we have new software, but the bad news is we need six months’ training. new software + need six months' training press this button + look forthe customer's name the old system + the quantity of information it can store storing basic information + finds more information information you get + eesier iis to target customers the system is more complicated + itis faster G Work with a parmer. Compare the functionality of the objects, systems, or services in 1-3, Make alist of the benefits and drawbacks of each of the more recent objects / systems Example: Compared to CD players, MP3 player: store more songs, are smaller, and more expensive 1 CDplayers MP3 players 2 fling cabinets folder storage systems on PCs 3 goingimoabank using an online bank 7 Now work with a different partner. Take turns to talk about the functionality of 1-3. ‘Example; On the one hand, the MPS players expensive, but onthe other hand, ican siore thousands oj songs. 8 Think of something that has recently changed at work. Tell yonrpartner about the benefits and drawbacks of the change. It might be a change to ‘working hours / breaks « how supplies ae ordered ‘+ measuring customer satisfaction @ » Interactive Workbook >> Email Practically speaking | How to introduce information 1 19D Listen to 1-5. Notice the stressed words in bold and the pauses (/) after the introductory phrases. 1 Asyou know, / we havea new customer databace 2 So the purpose of today / is or you to start to become familiar witht. 3 AsI say, / the good news is 4 Now, / upon the screen you can see 5 In other words, / as well as giving the customer more of what they want 2 Match the sentences in 1 to functions a~. ‘8 Repeating something you have already said: b Explaining afeatorein a different way: ¢ Giving information that is already common knowledge: d Explaining what is going to happen: @ Introducing s new item: 3. Give one-rainute presentation to your partner about how an object in your classroom or office works. For example, the CD player or the answering machine. ‘Try to use all five of the introductory phrases from 1 in your presentation. Key expressions Explaining how something works Let me explain how it works. One /the main thing t note i. Wat rappers... Basicaly, its a bit ike. ‘You can see what happens when you ‘As soon a ou. stars to. Explaining additonal features and benefits One oer usetu features tat. As well as (+ noun ing). it alto The mere... the better (the). ‘Asking questions about functionality Will it Ket me .. b- verby? Wil tallow me... infinitive)? How does it know what t9 60? What happens when ...? Comparing On the one hand ., buton the other hand, “The good news is... but the bad ews Is Whereas before... we now . looks very similar to.., but what's different is Htmight sae .., but in fact i's ‘One downside is... but on the plus side... (One benefits that... though a drawback might be @ » Interactive Workbook » Phrasebanke swaishs 9 saoiues| yun |i. 2728 1 Cit takes a little (easy) to find their information. ? Language at work | Comparative forms 1. Anotel manager bas received these comments from staff on using the new customer database. Complete their comments with the correct form of the adjectives in brackets, (long) to learn how to use it.9 4 6Even the customers seem to be noticing the 2 ¢When customers call, it’s slightly differences. They are far___ (positive). 9 5 61n general, { think it’s a great deal _ (good). 3 61t's definitely not as (slow) as the old system was.? 2 Read the comments in 1 again. For each comment, decide ifthe improvement of the new catabate is big or small or if there is no improvernent. 3 Correct the mistakes in this dialogue about a new office. 1A This officeis more noisier than the last one B. Yeah, but et least i's not as darker asthe old one. ‘A. That's true. [just wish it was biger. B. It's much convenienter for teamwork though ‘A Yes, but t's much more worse for concentration, B A I think its as good than the last office, but in different ways. Well, you've always bean more tolerant that me, 4, Decideif these intensifiers indicate a big (B) or emall (S) difforence. slightly agreatdeal___ nearly as .as_._ not anytninglike as... as — litle significantly far more. muchless marginally __ notnearly... 28 alot D) For more information and exercises, go to Practice fle 4 on page 109. 5 Work with a partner. Your local supermarket has changed its layout and updated ite website, Take turns to ack and anrwer questions frm this customer feedback form using the adjectives in brackets, Circle 2 2, oF? to show your partner's opinion. Example: A What do you think of the choice of goods? 4 The cholee ie sghly wider than before (Seiden A circles (on the form) Feedback form Lovol of improvement (0 = gotworse, 1 = none, 2= some, 3 = big) \What do you think of the choice of goods? (wide) How easy is itt find items? (easy) What do yeu think af the walt at the chackout? long / chert) \vinat go you tnink or ina cae ana chijarens area” (good / 020) mat do you think of the webste? (user‘riendly) ecooo G Work with a partner. Compare your present job with your last job. Choose your own adjectives or use some from the list to talk about the areas below. friendly long stressful challenging helpful modern ‘convenient fast comfortable diffcult interesting + your colleagues + youroffice / workplace» your responsibilities + your working hours yourjourney to work @ » Interactive Workbook >> Exercises and TestsRiera Cl Nae @ respons When take Woild Headguariers located _travelcost, or vouchers tha they cau toa suburb outside Portland, Oregon in spendin the cafeterias at workard at Nike theLSA themanagemer:dectied to save stores. twas porularprogramme, but rmonay by bulding fewne car parking spaces was expansive and desk to monitor. atthe new ate. Atthis ime, 98% of Nike's They then introduced anew system called employees drove aleto work, anc there TRAC Traveling Responsibly? Accept the weretoo many cas forte rumber of Challenge. TRAC gave employees information parking spaces about puble transport, cycling routes, ard : ‘ Managemen: soon alized they needed carshaving and offered monthly prizes to i toencourage fewer people to deve to work employees. The company also started to pay oes alone. They started an incentve-based 72% of the costotbus and ral passes. dbl programme - employees who shared car ‘The percertage of employees diving alone Sy p jourreys cycled to work or used public toworkis now 78%. However, the campany tranepert received money tewards their weuld iketoreduce his figure stl further. What are the advantages of not driving to work for 4 theemployces? 2 thecompany? 3. the local community? What could the company éo to reduce the number of employees driving alone to work even further? ‘What alternative means of transport would you consider using to get to work? Give your reasons, ‘Work with a partner. You both work for a large manufacturing company. The commuting situation at your company needs to improve. Read this information. + Your company employs 30% more people than it did two years ago. As @ result there are too few parking spaces and it is unable to get more space for employees’ cars, ‘+ Traffic im the area is getting worse and employees travelling by car are often stuck In tell jams and arrive at worklate feeling very stressed. Hold a meeting with your partner, Take turns to report some recent relevent data, Make notes as you listen. Student A, turnto Flle 05 on page 136. Student B, turn to File 12.0n page 138, KXIIIIA Make a list of ways to improve the situation. Will you need to change the system of parking? Can you change the working hours? Perhaps you can ZZ smeosrige erative means of unspent tor employes. =| © Present your ideas to the class, Explain how the new system will work and =| — explainits benefits compared to the current situation. Your audience may want to atk you questions about how it will work. remith words | Customer service Working Read this information. What does Technogym do? Who are its customers? Technogym ‘Nero Alessandrt but is fst fess machine in his ‘acag in 1983 and founded Techrogym. thecompary \s now a markatleaderin funass and biomedical tchaliitation equipment. products have been chosen by over 30,000 ess centres and 20,000 private homes worlawede ws the official supplier atthe Sydney 2000 and Athens 2004 Clympics and Paralympics, ard atthe Turin 2006 Wirter lyrics, Starting point Whodoes yourcompary 2. Complete these sections of a website homepage with verbs from thelist. sall products or provide requirements care satisfaction services expectations eervices to? 2. Which departments Wo'renere to hale and employees in your Whatever you require, our calleertres are The design tein company need your ‘pan 0 assist you wehal'ssues conceming Our irhouse design team assesses the services or products to do ur products and__ proposed ares of davelopmant to give the thelr job? best ayoutof aquipment. then monitors 7 ‘every stage ofthe ietalltin for complote 3 Youranswersto 1 are very stage -omplot your external customers. Anersaes Hour sasayera io Bare Sales Service extranet ste ‘your intemal customers 3 : provides onire®_andsupport : Compare your answers to bn Tootieal support ‘and 2 with apartner's ur technical support team ensures that answers, the equipments always In perfect working, 5 i“ ord and matches your = Telior mage courses \Wetalor ou- courses to meet the spectc © ‘ur cllents, with ir-house traning courses3. Which sections of the website in 2 should these customers click on? 1 © 1 want to download a copy of the instructions for your treadmill. 9 3 6 would it be possible to get some information about your products? homes , 4 61 ato ny stat to waderotne 2 6 wore interested in ving a small gym ens a for employees in our office building but 1 don't think there’s space for it. 9 5 $ can't seem to change the speed of the treadmill. ? 4. Complete this table with words from and 2. 5 Complete this text with the correct form of words from the table in 4. ‘Customers ahways '___a company to ?_ them with top-quality goods ‘and?_____. They are*_ ifthe "_are mat. their ‘are not met, however there ofthe customer”__ department totry to sort ‘cut any problems. ithe customer recelveseffcin! andhelpful® ___and eels that ‘he company really °___about ther, this wil esut in a happy customer who ts ‘more aly to buy the company’s "°__and service again 6 Complete these questions with the correct form of words from the website sectionsin 2 to match the words in brackets. 1 What kind of customers do you sist? (help) What do they usually _? need) 2. How do you __ their needs? (evaluate) 3 Isthere a department at your company which continually _customer service? (checks) 4. What do you think is one way to_ customer satisfaction? (guarantee) 5 Areyou able to _24-hour-a-day support to your customers? (give) 6 Is timportant to be able to __ your produets or services? (adapt) DD Por more exercises, go to Practice file 5 on page 119, 7 Work with a partner. Ask and answer the questions in 6 using the words you found in the website sections in 2, 8 Think ofa service you know well. It could be your own company’s product or service, or one you have recently bought or used. Present this product or service to ——SS Ss Tip | customer, client, and consumer ‘A customer is someone who buys & ‘standard product or service. ‘A aiontissereone who buys an @ » Interactive Workbook 9) Glossary s4atuoysna | sBusiness communication skills Exchanging information | Getting information | Making and changing arrangements 1. 20> Listen to this phone call between Elena Schenker, the facilities manager of hotel chain, and Sergio Lanese, a Technogym representative, Complete Sergio's notes. What information does he ask for? 21S pm 1 _ ° 2 ‘and complete these phrases for getting information. Ahan and Star r your services. a litle more? —_——spiating .. 1s thet something you — 2 ‘Would it be — __—semeone to ..? tale n Saittand 2 Ton uote. a . ° Btovan in tata, 3 Work with a partner. Student A, you are a hotel facilities manager. Turn to File 06 4 ° on page 136. Student B, you are a sales representative for Technogym. Answer — {your partner's phone call and asl for the same jaformation as in the notes in 1. ‘Then change roles, Student B, turn to File 14 on page 196, Student A, use the notes in 1. = Wr know 4 21> Listen to the end of Sergio and Elena's phone conversation and answer questions 1-3, 1. What do they arrange? 2. What is planned for the 30:h? 3. What js planned for the Ist? 5 210 Listen again and complete these sentences, 1 Can we. 1 meeting then? 2 — shout Tuesday the 3151? 3 1___the Wednesday. 4 The tstof February? Yes, that___ me. G Work with a partner, Take turns to answer the phone and make arrangements for the situations below. Use this fow chart and your own diaries if you want. A Answer the phone. ¢ B Suggest an arrangement. A. Agree and suggest two possible Fe Sis . B State your preferred date / time. Tip | make * A Agree and s re. ‘Make has many uses, Here it means eres Ss pet waa to attend. ‘= meeting to plan rew webske visiting yournew company headquarters icant make the meeting = | can’t + celebrating your birthday © ananniversary dinner attend the meeting. + playing golf or tennia =e7 22D Sergiocalls Elena again. Listen and answer questions 1-4. Key expressions 1 What isthe main reason for his call 2 What else do they talk about? Narnia 3. What can't Sergio make? pean ner a 4 What do Sergio and Elena move back? ‘Asking for information D) For more exercises, go to Practice fle 5 on page 110 Gan you tell me litle more ...? Is that something you deal with? 8 Read this sentence and then change the diary page below. Would tte possible fr ..2 Fabio can’t make the 27th, so wel bring the meeting freppenancapaity forward a day and move the tour back a day.? mane What /How about the 30th of January? 26 27 28 2 ase wr 920 © {a peer the Tuesday weetrs sm Tuesday would be better, ox ot S00 P Ths 81st i good for me ’ Thro sults me Changing arrangements Serr, tean't make the Thursday Fm frat cart come on / make Repeat your calls in 6 but now you can't make the appointments. Change the ‘Thursday. arrangements to anew ime, Use thie How chart and your own diaries fyou want. Can we mov it back to Friday? Con we tng it fervard A Answer the phone. Wednesday? B Give your reason for calling. Us Ta aM) EE iowa ioe (BW letractive Worttionk » Phrasebank {A State your preferred date/time. v iu ae [sess @ » Imeractive Workbook >> Email ee Practically speaking | Starting a conversation on the phone 1 23> The first time we speak to someone on the phone we are usually quite formal. [After thatthe calls may be more conversational, Match phrases 1-5 to responses a2. Then listen to five convertations and check your answers. 1 Sorry for caling o late. How are things? Is tis a busy time for you? 2 3 4 What's the weather like? 5 Hello, Anna. This i James, No, I'm nat too busy at the moment It's really beautiful and cleat. Everything's going fine, thanks. Hello, How are you? Dont worry I don't usually fnish before 7.00 2. Work with a partner. Start a phone call. Use phrases from 1 or your own conversational openers. 33———————— Tip | Action and state verbs Remember that some wert (tate verbs) are not usec i the present continuous wren thay are talking about staes, nat ection For fxample: uncerstand, the, know elev, mean, reed. Zs) Language at work | Present simple and continuous for future use 1 24D Listen to these sentences. Choose the correct answer from the verbs in italics, 1. We come / re coming to Switzerland next month, 2. Customers often comment / are commenting on this. 3 Lcell / 'm caling for some information. 4 My trip begins / 1 beginning on the 30th of January. 2. Which sontences in 1 are about the future? 3. Which of the sentences you selected in 2 describes @ anarrangement?__ aschedule / timetable? 4 Complete these sentences with simple or continuous, 1 Use thepresent__ to tallcabout an arrangement for the future 2. Use the present__ to talleabout a scheduled or timetabled event in the future. )) For more information and exercises, go to Practice file 5 on page 111. 5 Complete this email with the present simple or present continuous form of the verbs in brackets. = Dear Elena 1}____(wrfte) to confirm thet we ?_____ (meet) on Thursday at 2.00 pam. My train 3___ (arrive) at 12.30, so there shouldn't be any problems. One of our technicians * __ (come) with me. He's called Mario. ‘Welook forward to seeing you. Sergio 6 Work with a partner. Look at the diary and make sentences in the present simple or present continuous using prompts 1-8. Example: I'm going toa conference next week The conference starts on Tuesday, 1 go/ conference 4 conference stat 7 frat caion/ start, 2 have /weammecting 5 Oy / Pane 2 fight eave 2 have /hanch 6 speak? at conference 9 presentation / start May en pm. 6 Monday 10.00 Team meeting a —— CONFERENCE 7 Twesday ‘setae a = CONFERENCE. 8 Wednesday v4.00 My presentation: 9 huretey SD Sa Re 410 Friday To Paris, 4.20 Flight fee LE >> Interactive Workbook >» Exercises and TestsMestad Limewood Spa Is an exclusive country house hotel and spa. Ithas a ver reputation, but recently it has received negative customer feedback on websites imewood Spa beleves in combining Limewood “irnsuyn BSpa sewoyvew herapies Limewoo ec ore smme. Our ive star king ning and talor your prot one lude better staff training ard ene te aes See ae Customer feedback et nica "This hotel is set in a moet beautiful location. The preblem was the restaurant. The service was Cas. poor and the food self was expenslve and not very good. When we mentoned tis tothe ‘manager, she said thatwe were the only people complaining o things coud‘ be that baci” “The room was very noe, and the setting is wonderful, 1 ashame the staff aren’ more helo! cat “The hotel was very lean ard you could see that the rooms had been refurbished recerthy. The health spo Inthe Basement was of e realy high standard, The main problem wes thatthe stat nt seem interested, ane ony realy attended to our needs when ve asted them’ "We artved nthe restaurant at 9.34 (to be exadt), only tobe tid thatthe kitchen cle at 9.30 ard we were ta late for cnner” Bo Seva Lut) Based on the information in their brochure, what would you expect as a customer at Limewood Spa? Do you think they are living up to their good reputation? Why / why not? Isit important to act on customer feedback? How much do customers’ comments affect business? How should Limewood Spa respond to the negative customer feedback? Limewood Spa needs todo something about the bad feedback it has received from some customers. The hotel manager has decided to contact a firm of business consultants for advice. Work with a partner, Student A, tum to Pile 07 on page 137, Student B, turn to File 13 on page 138. Read the information and follow the instructions. You are now at the arranged meeting, Brainstorm tome Ideas for how the hotel can offer better customer service and guarantee customer satisfaction, Discuss your ideas, and what you are going to do. Present your ideas to the rest of the class. cc HEWorking with words | Business trav 1. Read this information from a recent survey of business travellers and answer questions 1-2. 1. Aremost business travellers positive or negative about business travel? 2 How close are the views ofthe travellers in the survey to your own views? : Travelling for business — tina noke love it or hate it? How onda youheve — og sessraten e7s)teine tt a aes ‘technology such as email and ‘virtual’ meetings + cannot replace aeptoocecontae 2. Why do they come to see Overthree quarters ofhuinesstravaies enpoy you? trovellnglorbusines 78%) ofthese, 66% Where varey, 62% apprecnte te opporzuity to see the 3 How do you entertain Worl, and 51% enjoy eqperiencing anew cure. them (if at all)? ‘But only 8% say tt makes them el important. Othose who don enjoy traveling for business 4 How often do you travel 50% And tring and stressful $5% say affacts Ses thet personal ve, 46% don't being away fom 5 What do you think of the ‘home, and 32% just find bring Abmost a third heeopltahiy fou reeette coflusiness travelers (30%) have experianced a ‘when you travel for work? cancellation. a missed fight, or a delay. - 6 How much free time do youhaveforsightseeing «2-25, 26> Seville is an important destination for business travellers. It hosts many or enjoying yourselt? conferences and exhibitions, The Jocal chamber of commerce is doing a survey ‘at the airport to find out why business travellers come to Seville, Listen to two 7 Do you prefer being the interviews and complete this table. visitor or the host? Why? == ‘Traveller t i Reason for visit Where they are staying Plans (professional / personal)3 25> Listen again. Match the words from the list to definitions 1-10. conference entertainment exhibition excursion venue Saciltes hospitality nightlife sighteving specialty Visking interesting buildings and places as a tourist alarge meeting where peopl withthe same work or interests come together: —_ the place where a conference or big event c held space, equipment, and services provided (eg. by a hotel): —__ friendly and welcoming behaviour to guests ‘type of food or product that a restaurant or place is famous for: ‘things todo in the evening (eg bas, restaurants, exe): - somewhere you go to see different products or works of ar: ‘short, organized trip made for interest or pleasure 10 activities which people do for fun and relxation; Work with a partner. Cover up your answers in 3 and take turns to test each other with the definitions. ‘26D Listen again, Match a word from A to word or phrase from B to make anew phrase. Than match each new phrase to pictures a-h. look (somecne ff = check up meet (someone) up a a show in | ext (Romaone) around F more exercises, goto Practice file 6 on page 112. ‘Work with a partner. Two visitors are coming to speak at aconference in your nearest city. You have to look after both of them. Use the information below to create a plan for their visit. Decide what will happen (and when) from the time you pick them up from the airport. Use words and phrases from 3 and 5, Arrival Friday 16.30 Friday 10.30 ‘Time ofpresentation Saturday 9.20-11.00 ‘Saturday 11.20-13,00 Departure Saturday 16.30 Saturday 15.00 Preferences / requests * wants to see conference * needs one hour on ‘venue and facilities on ‘Saturday to prepare / set Friday up presentation ‘+ wants an early night on * kes lively evening Friday entertainment “+ kes traditional food ‘+ wants to see the city ‘+ wants to ace the city ‘> wants to go shopping © » Interactive Workvook » Glossary Ing sasenD | 9 Wun a Tip! travel, trip, and journey Travels mainly used as verb. ‘ike to travel by tai. Thare are some exceptions: business have, travel arangements ‘and travel agents. Don't say: Det oer ane Bonet tee? Desay: ic you have # goed journey / p/m? Jourreyis te perod speat traveling to your destination, Trp sa shor vist with aspectic purpose (e.g @ business tri), EE...Business communication skills Socializing | Welcoming visitors 1 When someone comes to visit your place of work, what do you show them? Are there any areas which are ‘off-limits’ (private or secret)? 2 27D Jacinta Ross works for HYB Electronics, She meets Marvin Bernstein at reception. He is visiting the company for the day. Listen to their conversation and complete the agenda for Marvin's visit. Agenda for Marvin Bernstein's visit to HYB Electronics ‘Monday 2 October Morning: Lunehtim 3. 27> Listen again and complete these phrases that Jacinta uses. 1 ____ our new facility, 2 Is nice to___inperson. 3 So,how was —__7 4 Ané did you have finding ws? 3 Here, —____yourcoat. 6 Can______a coffee? 7 OK. Come this way ané Iil___ today’s programme. 8 So, first of all,I_____join a tour ef the facility this morning. 9 Then, —____at lunchtime. 10, Hes intaducing the tour this morning bol _ to meat un with him over hire 11 You'll need this ID card to get around the site, _________youkeepiton you at all times, 12 Yes, _that.I'iclear it with Facilities, 4 Work with a partner, Match these responses to phrases 1-8in 3, a Likewise, —_ Yes, please. Black, no sugar. b Thankyou, £ Thang onto it, thanks. © OK. Nocreally, it was easy. —_ 4 That soundsinteresting, It wasfine, thanks, —_5 Work with a partner, Have « conversation with a visitor to your place of work using this flow chart, Student A is the visitor and Student B is the host. When you have finished, change roles, [A Introduce yourself to B B Identify yourselfand welcome A. [A Respond. B Ask about A’ journey. ‘A Respond, B Offertea, coffee, etc ‘A Respond, B Talk shout schedule. [A Respond and ask to meet ‘another colleague B Respond. 6 Work with a partner. Imagine you are welcoming a new person to the class today. Have a short conversation about their journey to the office / classroom and go through the schedule for the lesson, 7 28D Itis the start of the tour. Listen to this welcome speech and answer questions 1-3. 1. Who is Dilip Patel? 2. How isthe day organized? 3 What piece of advice does Dilip give the visitors? 8 28> Dilip’ speech is more formal than Jacinta’s conversation with Marvin. Listen gain and find formal equivalents to these phras 1 Welcome to; —_____ 2 You'll get a chance to ..: —_______ 3 Remember 4 Make sure you . DD For more exercises, go to Practice file 6 on page 112. 9 Workin small groups. Prepare and give a short welcome speech toa group of first-time visitors to your place of work or study. @ » Imeractive Workbook >> Email Practically speaking | How to make and respond to offers 1 of these offers are more / less formal? 1 Weald you lke a drink? 3. Doyou fancy a drink? 2. Doyou want adrink? 4. Can Iget you adrink? 2 29> Complete these responses to the offers in 1 with words from the list. Then listen to six conversations and check your answers. would sounds fine time love peace 1 No thanks, Im 4 Adrink —____good. 2 That_____be great, thanks. 5 r4___one. 3 Yes,____ A coffee would be nice. 6 I'm afraid Tdon't have —__ 3 One of you is the host and the others the guest. Decide ifthe guest is: yourbo: a colleague, a visitor you haven't met before, or aregular visitor to your company. Offer your guest these things then change role: ‘© dinner thisevening * aquicktour ofthe plant lunch inthe canteen Key expressions Welcoming Welcome to. 1s nice to meet you In person Ukewise, Good morning. / Good afternoon, On benatt of Itgives me great pleasure to welcome you to ‘Asking about a journey How was your journey? id you have any trouble finding us? ic Ore Can {get you a coffee? Let me take your coat Hove a seat Explaining the programme [Let me run through / go over teaay’s programme. First ofa, | thought you could We't catch up again later /at Yeu wil have the opportunity to ‘You'l peta chance to Were going to begin witn Giving extra information Make sure you Pease be sure to. Don't wony about (+ noun / ng) Can | remind you that For your own safe Ending Botore | hand over to. ‘May | wish you al an enjoyable wit siousia® sisana|@ aun SS @ » Interactive Workbook » Phrasebank = Tip | catch up Catch uphas several meanings Used with with, catch up means see ‘someone again. Weil catch up (with each other) later. Used with on, catch up means fo get back on schedule with work {im wosking late this evening as | nave lot of work to eaten up on. __eTip | Softening rules and regulations Use cupoocod foo talk about a rule which is often broken, oto meke te rile you give sound ‘softer’ Were not supposed to eat or chink inthe computer ror, bul otter were £0 busy that we have 2 sandwich wile were working. _ _ Language at work | Obligation, necessity, and prohibition 1 30> Aruna Singh is showing vistors around ber company. Listen and answer ‘questions 1-2. 4. What happens in the clean room? 2 Whats the biggest enemy? 2. What are the rules about 8 doting? b jewellery? 2 30D Listen again and complete this table. necessary | against the rales 3. Put sentences and questions e-h below into categories 1-6. ‘Talking about a prohibition: ‘Talking about necessities / obligations: —____ ‘Talking about an absence of obligation or necestity: Asking if there is a prohibition: ‘Asking if something is necessary; —__ ‘Talking about a ule thats not very strict: __ Everyone has to wear a special overall. Do we have to get undressed? No, you don't need to worry. You don't have to undress. You rausta't weas any natural fibres. Youre not supposed to wear jewellery. We need to follow avery strict procedure ‘Are we allowed to go insiée? PReenoge auaune )) For more information and exercises, goto Practice file § on page 113. 4. Work witha partaer. Finish these sentences so that they are true for you. ‘¢ In my organization we have to . Luckily, we dar’t have to ‘© At work we're not supposed 10... © Where I work no one is allowed to ... ‘+ Ifyouwork here, you mustr't... 5 Work with a partner. One of you is welcoming a new colleague to your place of work. Tell hin / er bout tue rules yuu have to follow. The other should wake questions about the rules, Talk sbout taking breaks phone and Internet for private use identification and security health and safery ‘what to do about receiving guests on site car parking leaving PC: on overnight ‘any other rales you can think of © » Interactive Workbook 9 Exercises and Tests