I

Whatdo you say?1 eguipment

Describing
Pairs
5 minLrtes Presentations often use visual aids. If you don't know the exact
name fur a piece of equipment, you can describe what it's used for.

fl ruatch the descriptions 14 with the objects ad.

t thingsfor writing on a flipchart a plug
2 a machinefor showingOHTsor slides b OHP(overhead projector)
3 a thing for connectingthe leadto the socket c extensionlead
4 somethingyou useto makea leadlon$er d markerpens

fl fake turns to describe the objects in the pictures to your partner.

A thlng for writtng ...

Amachnte for shovrrung ...
Amachnte / a thLng / sometWvng(that) Aou ilse to ...

48r Unit rO
 Usingvisualaids
Have you used any of the equipment in what do you saf I in a
presentation in your own language?what equipment did people use
in the last presentation you attendeda
Below is a checklist to help prepare for a presentation when you use
visual aids. Tick the things that you think ire important to do before
this son of presentation.
Haveyou:
checkedthat thereareenoughchairs?
countedthe coffeecups?
checkedthat therearemarkerpens?
checkedthat all the equipmentyou needis in the room?
openedthe windows?
checkedthat the electricityis working?

Task1 Objective: Check visual aids

A mana$er asks an assistantto set up the room for a presentation
this afternoon.
Conversation I Conversation 2
StudentA: You arethe manager. Student B: You are the manager.
Readthe checklistbelow.Ask the Readthe checkliston page99.Ask
assistantif he / shehascompleted the assistantif he / she has
the thingson the list. completedthe things on the list.
Student A: You are the assistant.
Ghecklist I
Look at the information below and
Arrange chairsfor answerthe manager'squestions.
1 2p e o p l e
P l u gi nt h e0 H P
Ghecklist Done When
P u tf l i p c h a rnte x t Arrange
seatsfor 'fh's rnOrning
t ot h et a b l e 6people
W ri te' W el come'; on Pluginthelaptop lO r^rnq+es Ago
th efl i pchart
t Putcoffeecups
Setupthescreen I o na t a b l e
Putanextension evening
;esterda;
leadnextto the0HP
SrudentB: Youarethe assistant.
Lookat the informationon pafle99 Turnthelighton do '+ in 0 rnornent

and answerthe manager'squestions.

Unit to. 49
 Whatdo you say? Describingtrends
Pairs
5 minutes what trends do the verbs describe?
write GU (goingup), GD (going
down) or SS(stayingthe same).
I fall 5 drop
2 decrease 6 rise
3 remain steady 7 reacha peak
4 increase

Objective: Talk about trends

Look at your information and describethe trends to your partner.Use the
correct form of some of the verbs in What do you say?2.
StudentA: Describethesesalesfiguresto StudentB. Then listen to Student
B describesomesalesfigures.
Srudent B turn to page lOO.
Year Sales
2000 $150,000
zOOt $170,000
2OO2 $160,000
2OO3 $185,000
2OO4 $185,000
2OO5 $210,000

Whatphrasesdid you useto describe

the trends?
Didyou understandyourpartne/sdescription?

I crtrur.at work Howmuchexplanation?

In some cultures,people like to use a lot of detail to present information.
They think it is important to explain what facts and figures mean. In other
cultures,people think that the audience only needsa little explanation to
help them to understand.How much explanation do you include in your
presentations?Complete your culture profile on pageg2.

50 I Unit tO
. ,o rr @ riri.ninsI fisten to a radio presentation about share prices and tick the
10 minutes shares that are mentioned.
oil n toy n
transport E energyn
tea n I T !

fl tvtatch the words t-+ with the meanings ad.

t slightly a suddenlyor quickly
2 substantially b slowly
3 dramatically c a little
4 gradually d a largeamount

Describegraphs
Step t Preparation
Individuatty
5 minutes Draw a graph to describe trends in a company in the last five yeans.
You can use information about your own company or another
company in your country.
Pairs Step 2 Presentation
10nrinutes
Take turns to present your graph. Describe the graph and talk about
the important trends. Use the following language to help you:
k Aou cnrl see... As tlrc graphshorurs
... Overthe pastAear/ two Aenrs...

Analysis yourgraphto yourpartner?

Wereyou abteto describe
5 minutes Didyou understandyourpartne/sdescription
of their graph?

I
I Self-assessment Thinkaboutyourperformance
on the tasks.Wereyou ableto:
checkvisualaids? I yes t] needmorepractice
talk abouttrends? t] yes I needmorepractice
graphs?
describe I yes I needmorepractice

rl
ts_--___
I
. t
 ?
Whatdo you say?1 Questionwords
Pairs
5 rninutes Complete the questions below using the question words. Use each
word only once. Take turns to ask and ansnrer the questions.
What Where How many Do How long
I meetingsdo you attendeachweek?
2 do the meetingsusuallylasta
3 you prefermorning or afternoonmeetings?
4 doesthe chairpersonusuallysit in your meetings?
5 styleof meetingsdo you prefer,formal or informal?Why?
t ^
I CD22 C) Listening1 ll rhere has been a fire at the warehouse of a sportsrear company,
ll0frninutes Manzoor Sports. Stock and equipment are damaged. Ttre ltrtanaging
Director has a meeting with a nepresentativefrom C-arr Insuranie to
talk about the damage. Listen to their conversation and decide if the
statements finom the insur:ance company report are true or false.
I The heaterwas turned off by the manager.
2 A new collectionof sportswearwas destroyedby the fire.
3 The storeroom had to be redecorated.
4 The fire was discoveredby the cleaner.
5 All the alarmsare testedby the managertwice a week.

+H Grammar
reference:
Passive page92
verbs,

52a Unit tr
 a Listen again and complete the questions.
I did the fire start?
2 was the heater?
3 you tell me what was damagedz
4 discoveredthe fire?
5 did he do?
6 the fire alarmstestedregularly?

Objective : Ask qtrestions

Step I Preparation
Pairs
10 minutes

Thieves have broken into CSG Electronics and stolen equipment. The
Security Manager has a meeting with an insurance representative to
discuss the break-in.
Student A turn to page 96.
student B turn to page loo.
Pairs Step 2 Meeting
ltl tttirl(;tts
Role-play the meeting, asking and answering the questions.

Analysis Wereyou abteto askthe questions?

5 rnintrte-c Wereyou ableto answerthe questions?
Whatintonationdid you useat the endof the questions?

CD23 O Listening2 E fh. Security Manager at CSG Electronics has a meeting with the
1tl rtrrrirrtes CEO, the Finance Officer and the ResourcesManager about the break-
in. Listen to their conversation and tick the correct information below.
! The stolenequipmenthasbeenfound.
! Ttrereportsare being processed.
tr The insurancecompanyis readyto pay.
n The insurancecompanyneedstwo reports.
! Stuartneedsto makean appointmentwith the independentassessor.

Unit tl r 53
 pf Ustenagain and match the sentence halves.
I Do you mean
2 What I mean is,
3 Can I just check,
4 So,
5 Couldyou just clarifii
6 In otherwords,
7 Can you explain
a the reports are being processedat the
moment.
the police haven't given the insurance
company the report yet?
why the insurance company need two
reports?
the insurancecompany won't pay until all
the reports are complete.
why the independentassessor
hasn't
finished his report yet?
f is the insurancecompany ready to pay yet?
e they'vefound the stolen equipment?

Task 2 Objective: Clarifr information

Step I Preparation
itndividuatlv
I ;':,1'-,,-:l',:'
The Security Manager at CSG Electronics has a meeting with the
insurance assessorto clarifri some information.
SrudentA rurn to page 96.
Srudent B turn to page lOO.

F;.zit
s Step 2Have a meeting
Have the meeting to clarify the siruation.

1 _ ^ . . . : . . . . ;
l l j ; . 1 i r , : ) . did you useto clarifyinformation
Whatexpressions whennecessary?
Didyou useanyphrasesto explainwhatyou meant?

Responding
in conversation
In some cultures,people like to leavea short silenceafter someonehas
spoken.In other cultures,people might speakimmediately another person
stopstalking, to avoid silenceor gapsin the conversation.Which styleof
speakingis more usual in your culture?Completeyour culture profile on
page 82.

Silencenot 0K Sitence0K

People mayrespond immediately It is respectfulto leavea shortsilence

aftera personstopstatking.
People mayspeakat the same
time.
It is usualto politelyinterrupt
in meetings or conversations.
Peopte mayuseexpressive body
tanguage to respond or interrupt
or to underline theiropinion.
beforeresponding, to showthat youare
considering whathasbeensaid.
A[[owthe otherpersonto finishwhatthey
haveto saybeforespeaking.
It is not politeto interruptin meetings
or
conversations.
It is moreusualto havea neutraltoneof
voiceandbodylanguage.

A a Unit tt
 do youthink? prosand cons
Considering
i.1a:\

I rl,i When you have to make a difficult decision, how do you look at
a{uments for and against? Do you write information down? How
do you o4anise your ideas?
Discussarguments for and against increasing the amount of English
homework in your English course.

+D GooC practice,
liLrsiric.ss page77

W h a td o Arguments
for andagainst
5 nrirrLiles
Look at the phrases below. Which phrases would you use to:
a) put forward an arSument?
b) respond to an argument?
Thefactis ... On the otherhand ...
Yes,but... That'sright.
I understand your point,but ... Themain point is ...
My view is ... because... Don'tyou think ...

Task3 Objective: Prrt arguments for and against

Groups
Step I Preparation
You are going to have a meeting to discussworking hours in your
company. Two of your group are company directors and two are
union representatives.
Company directors:Prepareargumentsfor increasingemployees'working
hoursby four hourseachweek.Try to predictwhat argumentsagainstthe
increasethe union representatives
might use.
Union representatives:Prepareargumentsagainstincreasingemployees'
workinghoursby four hourseachweek.Try to predictwhat argumentsfor
the increasethe companydirectorsmight use.
Step 2Have a meeting
Have the meeting between the company directors and the union
representativesabout working hours. Use expressions to put forward
your arguments and respond to arguments. Clarift information
when you need to.

i A n a t y s i s Wereyou abteto put forwardarguments andrespondto arguments?

i
:'
:.r;rii,ir'l- Didthe company directors put forwardanyof the
or unionrepresentatives
argumentsthat you predicted
theywoutd?

'-irif
a s s e s s n r e n t Thinkaboutyourperformance
on the tasks.Wereyouableto:
askquestions? I yes n needmorepractice
information?
cl.arify I yes n needmorepractice
put arguments
for andagainst? n yes u needmorepractice

Unit 11r 55
 Explaina problem Disc_uss
options Dealwith a problem

Makingand deatingwith complaints

Look at the strategies for making and dealing with complaints by
telephone. Which would you use to:
a) make a complaint?
b) deal with a complaint?
c) botha
I Checkthat you are talking to the right person.
2 Be polite and calm.
3 Explainthe problem.
4 Listento detailsbeforecommenting.
s Apologise.
6 Saywhat you want to happen.
7 Suggest
solutions.
8 Make a note of important information.

56r Unit tz
' CD24
@ t-istening
1 I Simone Tournis works for Son6lec Electronics, a French micro-
: . 1 0n ri r r r r t e s electronics company. She phones Mark lodge in the USA to complain
about an otder. Iook at Mark's copy of the order form. Listen to the
conversation and tick the products that are correct. C.omplete the
information in the Comments and Action parts of the form.

Ordernunber 5900786t
Product
number0uontity Conmenfs
AH6
98 900unih wrong orronge
to_ bycourier

|(J7
68 390units didn't
_ orrive
by_ morning

B fisten again. Who salxsthese thingse Write Simone (S) or Mar{< (M).
I I wonderif you can help me?
2 I'vegot a problemwith ordernumber...
3 Couldyou tell me what the problemis?
4 I'm sorryto hearthat.
5 I'm verysorryaboutthat ...
6 The problemis ...
7 I needit by the end of the week.
8 I seethe problem.
9 I'll arrangeto ...
l0 Cenainly,I'll dealwith that right now.
ll Thanksfor your help ...
12 Gladto be of help ...

Task1 Objective: Explain a pnoblem

Pairs
15rtrirrrrtes Take turns to be a client explaining a problem to a supplier on the
telephone. Use phr:asesfrom Listening I to help you.
student A turn to page 9?.
Student B turn to page loo.

Analysis Didyouexptain
the problem?
5 rttintrttts Didyou saywhatyou needed
the supplierto do?

Unit t2 a sT
 optionsand results
Considering
A client ordered 2,OOO cataloguesfrom GMH Printing but has
received,and been cha4ed for, 2,5OO.The sales assistant at GMH
Printing apologisesfor the mistake and presentstwo options. Put the
sentencesin the correct order.
a f If you areprinting morecopiesof d I nut if I arrangea refund,
the cataloguein the fi;ture,it will I'll haveto chargefull
be usefulto havethe discount. priceon your nextorder.
b E Or, you can keepthe extra e ! vou can eitherreturnthe
cataloguesand I'll giveyou a 20 per extra500catalogues and
centdiscounton your nextorder. I'll refundthe money.
c ! We'vegot two options. f E I'rn verysorryaboutthat.

Imagine that you are the client. How would you respond?Choose
the option that you prefer.
Thebestsolution 1sif ... a) gou refund the money.
b) gou lwe me the drscouttt.

Use the phrases in exercisesI and 2 to role-play the telephone

conversation between GMH Printing and the client.

Task2 Objective: Discussoptions

Step I Prepamtion
Read the infonnation about an office supply manager and a
customer.Write a telephone conversationin which the customer
explains the problem and discussesoptions with the manager.They
should agreeon one of the options.
Customer:Lastmonthyou boughta printerfrom the officesupply
company.Theprinterisn'tworking.Youwant the printerreplacedor fixed.
Youneedto useit for your business.
Manager:Thisis a goodcustomerbut theyhaveoutstandingpaymentsof
$eOOon their account.Youwant the customereitherto:
a) pay $600and you will replacethe printerwith a new one,or
b) pay50 per centof the amount($fOO; and you will fix the printer.
Youcan replacethe printerin 24 hours.If you fix it, it will takethreeweeks.

Usefulphrases
T h e r ea r et w o o p t i o n s. . . I f I . . . , i t w i l lt a k e. . .
Y o uc a ne i t h e r . .o. r . . . . I t h i n ki t ' s b e t t e ri f I . . .

Step 2 Role-play
Role-play the conversationbetween the manager and the customer.

WereyouabLe to discuss options?

W h i c ho p t i o nd i dy o uchoose?

58r Unit 12
 I cut*rr"at work Calmor expressive?
In somecultures,peopleshowwhat theyarefeelingwhen theycomplain.In
othercultures,peoplearelesscomfortableshowingemotion.Which styleis
acceptablein your culture?Completeyour cultureprofile on pageg2.

If youshowstrongemotionwhen If youshowstrongemotion,the other

makinga complaint, the otherperson
wiLlthinkyouareaggressive.
If you get angry,you'[oseface'and
the otherpersonwi[[ not respectyou.
It is not professional
to showstrong
emotionin a business context.
personwill knowthat youtakethe
matterserious[y.
Showingangercanget results;it can
takethe otherpersonby surprise.
If you do not showemotion,peopte
wil.l.
think that you don'tcare.

, CD25 O r-istenlnfi listen to a conversationbetween a shop owner and a supplier and

5 mjnutes choose the correct option (a-c) to answer the questions.
I What is the problem?
a The order is late. b Theorderis wrong. c The order is faulty.
2 The customerwants to
a cancel the order. b replacethe order. c increasethe order.
3 The supplier is
a unhelpful. b helptul. c polite.
4 At the end of the conversationthe customer is
a happy. b unsatisfied. c satisfied.

Task3 Objective: Deal with a problem

Pairs
1 . 5 - 2 0m i n u t e s Step I
Iook at the audioscript for Listening 2 on pages ilo-Iil. Rewrite the
conversation to make it more polite.
Theshopownershould:explainthe problemand saywhat shewantsthe
supplierto do; consideroptionsand cometo a solution.
Thesuppliershould:be polite and helpful;apologisefor the problem;
su$$est
two optionsand outcomes; agreeto a solution.
Step 2
Role-play the telephone conversation with your partner.

CD26 @ t-istening
3 Iisten to a polite version of the conversation. Tick any of your
P ai r s phrasesthat the shop owner and supplier use.
10 mirrutes

Anatysis Didyousuggest optionsandresutts?

5 r r r i n u t e s Wereyou ableto agreeon a sotution?

I Setf-assessmentThinkaboutyourperformance
onthetasks.
Wereyou ableto:
a problem? I
explain yes I needmorepractice
discuss
options? I yes I needmorepractice
deatwitha problem? I yes I needmorepractice

Unit t2 | 59
 to a complaint
Makea complaintI Respond

Number the items in the order that they appear in a formal

letter.
a A formal $reetrn$ T
b A formal expressionto closethe letter T
c The date T
d Subjectline or reference I
c Address tr
f SiEnature T

Match the parts of a letter a-f from exercise t with the examples l{.
I Yours sincerely,
2 24l6106
3 Dear Mrs Lambert,
4 Jan Edwards
5 12Markham Gardens
Bootle
Liverpool
Subject:Damaged$oods(Order No: GYaSSPL)

Rewrite the email, complaining about customer service, in the style

of a formal letter. Use your own name and address and today's date
to complete the letter.

UsefuIphrases
I a n rw r i t i n gt o c o n r p t a ibne c a u s.e' .
C o u | .VdO ua r r a r r g. e. . ?
T h a n ky o Lfro r y o u rh e [ pw i t ht h i s m a t t e r .

Ar\n
l^' Ll-r ilo'rd'
'Yct-1c,'-"
Dcletc ,lunk Rcply ReplvAll Font'ard Pritrt
i . 1 , -r,r f l . s e I

Subject:Complaintaboutcustomerservice
- , r 1 - 1 ' ,:,1 . ' J , ) c n ,l t - ; ' ] r O l r i Hi Mr Larson
r l.lt v.el- I phonedthe Salesdepartment abouta product& the
todayto ask for information
salesassistantwas and
impolite I
unhelpful. want a to contactme to
supervtsor
discussthis asaP.
Thanksfor your helPwith this.
Bestwishes
MaryHoward

60 r Writing4
 Task1 Objective: Make a complaint
Iook at the information below and write a short letter of complaint
to Mr Newton, hotel mana$er. Say what action you want and end
the letter politely.
address:HotelMarina,MarineParade, Brighton,Sussex
-
stayedat hotel lastweekon business room small,noisy
when booked,requested lar$e,quiet room
want reductionin ratefor nextbooking

i'iir ;lf ir.i'\iilii : i Read three replies to the letter in Task t and answer the questions.
I Which letteris in the styleof an email?
z Which one is in the styleof a letterto a friendz
3 Which replydo you think is best?Why?

A
I was
lt was great':|:?:.:t"m vou!
How arevou? stay' lf
heartt'ut yoi' didn't enjol'Vo Thankyou for your retterof 25th
June.I am sorryto hearthat
so sadto tt"*].u let
you have you.did not enjoyyour stayat
the Hotel Marina.pleasefind
you comeanostay"Jil;t
on your nextvisit' encloseda voucherofferinga 50 per
cent reductionon the
u SOp., centreduction cost of the room rate,which you
time if can useon your next visit.
sorry about this' Call me any
I am really I apologisefor any inconvenience.
helP'
yo,, n..d anymore
Please
contactme if you needany further
help with this.
Love,
Yourssincerely,
David Newton
David Newton

C
yourstay'
foryourretter.sorryyoudidn'tenioy50percent?
Thanks ;'ffin - nowabout
Yesyou."n n"u" ti;
Regards,

David Newton

Task2 Objective: Respond to a comPlaint

Write a reply to Mary Howard's letter in What do you writet Include
the following information:
Apologisefor the problem.
The productinformationsherequested is enclosed.
Offer furtherassistance if required.
End the letterpolitely.

Writing 4 a 6r