Lưu ý
- Với trình độ thấp các bạn sử dụng từ điển Anh Việt ví dụ như là:
Trước khi lên lớp, học viên chụp ảnh chụp từ vựng
và gửi lên nhóm Facebook
Sau khi học xong, mỗi bài đều có bài tập về nhà. Học
viên làm bài tập về nhà và chụp kết quả gửi lên
nhóm Facebook
Tài liệu bổ trợ
http://www.onestopenglish.com/skills
/pronunciation/phonemic-chart-and-a
pp/interactive-phonemic-chart-british-
english/
http://www.oxfordlearnersdictionaries.com/
Cách tra từ mới
http://tratu.soha.vn/
https://vdict.com/ …..
- Với trình độ cao các bạn có thể sử dụng từ điển Anh Anh ví dụ như là:
https://www.oxfordlearnersdictionaries.com/...
- Khi tra từ điển các bạn phải tra:
+ Nghĩa của từ
+ Cách phiên âm của từ ( Khuyến khích dùng từ điển Anh- Anh của Oxford,
Cambridge…. thì phiên âm sẽ chính xác hơn)
+ Dạng của từ ( danh từ, động từ, tính từ …)
+ Nếu được, khuyến khích đặt câu cho các từ mới
- Học viên trước buổi học tra từ mới trước và gửi cho giáo viên để giáo viên chữa (
gửi lên group facebook) ( có thể viết ra giấy chụp lại hoặc gõ trên word)
Phonetic
• Nguyên âm (vowel)
➢ Đơn
(monophthong)
EUOAI
➢• Đôi
Phụ(dipthong)
âm (consonant)
Lưu ý: Giáo viên kiểm tra cách phát âm
từng âm của học viên. Trong trường hợp,
giáo viên thấy học viên đã phát âm ổn rồi
thì giáo viên tham khảo ý kiến của học
viên nếu cần dạy lướt hoặc bỏ qua.
 Monophthong /i:/ Monophthong /ɪ/

• Sleep /sliːp/ • It /ɪt/

• Eve /iːv/ • Kiss /kɪs/
• Meal /miːl/ • System /ˈsɪstəm/
• Leave /liːv/ • Busy /ˈbɪzɪ/
• Field /fiːld/ • Pity /ˈpɪtɪ/

Monophthong /i:/ vs /ɪ/ Monophthong /e/

❑ Listen and choose
What is the correct sound /i:/ or /ɪ/
• Let /let/
1. Meet /miːt/
• Tell /tel/
2. Dinner /ˈdɪnə(r)/
• Send /send/
3. Receive /rɪˈsiːv/
/ˈsʌni/ • Bread /bred/
4. Sunny
5. Pick /pɪk/ • Dead /ded/
6. Pizza /ˈpiːtsə/
 Monophthong /æ/ Monophthong /e/ vs /æ/
• Press /pres/
• Apple /ˈæpl/ • And /ænd/
• Bed /bed/
• Land /lænd/
• Cat /kæt/
• Travel /ˈtrævl/ • Leather /ˈleðə(r)/
• AmE: last /læst/ • End /end/
• AmE: Class /klæs/ • Black /blæk/
• Weather /ˈweðə(r)/

Monophthong /i:/ /ɪ/ /e/ /æ/ Monophthong /a:/

/əˈtʃiːv/ • Army /ˈɑːmi/

• Achieve
• Best /best/ • Car /kɑː(r)/
• Guarantee /ˌɡærənˈtiː/ • Calm /kɑːm/
• Discuss /dɪˈskʌs/ • Palm /pɑːm/
• Happy /ˈhæpi/ • BrE: last /lɑːst/
• Campaign /kæmˈpeɪn/ • BrE: class /klɑːs/
 Monophthong /ʌ/ Monophthong /a:/ vs /ʌ/
• Up • Party
/ˈpɑːti/
• Luck /ʌp/ • None
/nʌn/
• Bus /lʌk/ • Drama
/ˈdrɑːmə/
/bʌs/ • Park
• Butter /pɑːk/
/ˈbʌtə(r)/ • Half
• Come /hɑːf/
• Dove
• Honey /kʌm/ /dʌv/
• Love
/ˈhʌni/ /lʌv/

Monophthong /ɒ/ Monophthong /ɔ:/

• BrE: Not • More
/nɒt/ /mɔː(r)/
• BrE: Rock • Order
/rɒk/ /ˈɔːdə(r)/
• BrE: Model • Law
/ˈmɒdl/ /lɔː/
• BrE: Bottle • Saw
/ˈbɒtl/ /sɔː/
• BrE: Copy • Bought
/ˈkɒpi/ /bɔːt/
• Mall
/mɔːl/
AmE: /ɒ/ -> /a:/ or /ɔː/
 Monophthong /ɔ:/vs/ɒ/ Monophthong /a://ʌ/ /ɔ://ɒ/
• Gone BrE /ɡɒn/ AmE /ɡɔːn/
• Cost BrE /kɒst/ AmE /kɔːst/ • Economic /ˌiːkəˈnɒmɪk/
• Hot BrE /hɒt/ AmE /hɑːt/
• Pause /pɔːz/
• Large /lɑːdʒ/
• Because /bɪˈkɒz/ • Just /dʒʌst/
• Always /ˈɔːlweɪz/ • Flood /flʌd/
• Water BrE /ˈwɔːtə(r)/ NAmE /ˈwɔːtər/ , also /ˈwɑːtər/ • Occupy /ˈɒkjupaɪ/
• Want BrE /wɒnt/ AmE /wɑːnt/ or /wɔːnt/

Homework
• Garden
• father • Some
• Enough • Jacket
• castle • Glove
• Rough • Pass
• herb • Bin
• About • Team
• sir • Vietnamese
• Family • Bet
• Word • Lid
• But • Met
• Doctor • Lip
• Gun • piece
• tough • Back
• Cut • Kid
• Pet • Set
 • Look /lʊk/ • Rude /ruːd/
Monophthong Monophthong • June /dʒuːn/
• Book /bʊk/
• Chew /tʃuː/

/ʊ/ • Put
• Push
• Would
/pʊt/
/pʊʃ/
/wʊd/
/u:/ •
•
Blue
Group
/bluː/
/ɡruːp/
• AmE: new /nuː/
• Could /kʊd/ • AmE: student /ˈstuːdnt/

Monophthong
Monophthong • Move /muːv/
• Foot /fʊt/ /ɜ:/ • Serve /sɜːv/

/u:/ • Good
• Room
/ɡʊd/
/ruːm/
• Burn
• Work
/bɜːn/
/wɜːk/
• Heard /hɜː(r)d/
/ʊ/ •
•
Flew
Full
/fluː/
/fʊl/ • Earn /ɜːn/
• Should /ʃʊd/
 Monophthong
/hɜːt/
•
•
Balloon
BrE: Banana
/bəˈluːn/
/bəˈnɑːnə/ /ə/ •Hurt
•Supply /səˈplaɪ/
• Away /əˈweɪ/ Monophthong •Girl /ɡɜːl/
• Police /pəˈliːs/ •Computer /kəmˈpjuːtə(r)/
•
•
Support
Protect
/səˈpɔːt/
/prəˈtekt/
/ɜ:/ /ə/
vs •Dollar
•Machine
/ˈdɒlə(r)/
/məˈʃiːn/
• Today /təˈdeɪ/ •Earth /ɜːθ/

• Smoothly /ˈsmuːðli/ • Abroad /əˈbrɔːd/

• Achieve /əˈtʃiːv/ Monophthong
• Fruit /fruːt/
Monophthong • Centre /ˈsentə(r)/
/u://ʊ/
• Decoration
• Suit
/ˌdekəˈreɪʃn/
/suːt/
• Early
• False
/ˈɜːli/
/fɔːls/
Practices
/ɜ:/vs/ə/ • True /truː/ • Gift /ɡɪft/
• Ability /əˈbɪləti/ • Guess /ɡes/
• Health /helθ/
 Dipthong

/aɪ/ •
•
Five
Eye
/faɪv/
/aɪ/
• Fight /faɪt/
• Idea /aɪˈdɪə/
• Cry /kraɪ/
• Iron /ˈaɪən/

Dipthong Dipthong

/ɔɪ/ • Boy /bɔɪ/

/əʊ/ • Go /ɡəʊ/
• Join /dʒɔɪn/ • Home /həʊm/
• Destroy /dɪˈstrɔɪ/ • Focus /ˈfəʊkəs/
• Oil /ɔɪl/ • Most /məʊst/
• Loyal /ˈlɔɪəl/ • Hotel /həʊˈtel/
Dipthong

/aʊ/ •
•
Out
Now
/aʊt/
/naʊ/
• /eə/
Where
Air
/weə(r/
• /ɪə/
Near
Here
/nɪə(r)/
/hɪə(r)/
• /ʊə/
Poor
Tourist
/pʊə(r)/
/ˈtʊərɪst/
/eə(r)/
• Loud /laʊd/
• Towel /ˈtaʊəl/
• Count /kaʊnt/
• Hour /ˈaʊə(r)/

Practise
1./ iː / 8./ə/
15.ʊə/
2./ɪ/ 9./ɔ:/
16./ei/
3./e/ 10./ɒ/
17./ai/
4./æ/ 11./u:/
18./ɔi/
5./a:/ 12./ʊ/
19./əʊ/
6./ʌ/ 13./eə/
20./aʊ/
7./ɜ:/ 14./ɪə/
 Bad /bæd/ Did /dɪd/
Tea /tiː/
Lab /læb/ Gift /ɡɪft/
/b/ Bread /bred/
/t/ Trip /trɪp/
/d/
Lady /ˈleɪdi/
Drink /drɪŋk/
Pet /pet/ Absent /ˈæbsənt/ Meet /miːt/ Add /æd/
Map /mæp/
Span /spæn/
/p/ Bulb /bʌlb/ Last /lɑːst/ Read /riːd/

Cup /kʌp/
Apple /æpl/

Cat /kæt/ Give /ɡɪv/

/f/ /v/ Black /blæk/

Scan /skæn/
Flag /flæɡ/
Language /ˈlæŋɡwɪdʒ/
/k/ Account /əˈkaʊnt/
/g/ Ignore /ɪɡˈnɔː(r)/
Find /faɪnd/ Of /əv/
Question /ˈkwestʃən/ Big /bɪɡ/
If /ɪf/ Five /faɪv/

Flu /fluː/ Level /ˈlevl/

Froze /frəʊz/ Active /ˈæktɪv/
Staff /stɑːf/ Leave /liːv/
 /θ/ /ð/
/s/ /z/
Think /θɪŋk/ This /ðɪs/ Sun /sʌn/ Zoo /zuː/
Both /bəʊθ/ Mother /ˈmʌðə(r)/ Miss /mɪs/ Lazy /ˈleɪzi/
Three /θriː/ Without /wɪˈðaʊt/ Scare /skeə(r)/ Exact /ɪɡˈzækt/
North /nɔːθ/ Together /təˈɡeðə(r)/
Scene /siːn/ Lose /luːz/
Fifth /fɪfθ/ Although /ɔːlˈðəʊ/
Relax /rɪˈlæks/ Is /ɪz/

She /ʃi/
Crash /kræʃ/

/ʃ/.
Sure /ʃʊə(r)/
Sugar /ˈʃʊɡə(r)/
Push /pʊʃ/ Check /tʃek/ Just /dʒʌst/

/ʒ/ Pleasure /ˈpleʒə(r)/ Church /tʃɜːtʃ/

/tʃ/ Large /lɑːdʒ/
/dʒ/
Vision /ˈvɪʒn/ Watch /wɒtʃ/ Region /ˈriːdʒən/
Usual /ˈjuːʒuəl/ China /ˈtʃaɪnə/ Message /ˈmesɪdʒ/
Casual /ˈkæʒuəl/ Much /mʌtʃ/ Journey /ˈdʒɜːni/
Measure /ˈmeʒə(r)/
How /haʊ/ Man /mæn/
Hello /həˈləʊ/ Seem /siːm/ /l/ /r/
Leg /leɡ/ Red /red/
/h/ /m/ Little /ˈlɪtl/ Try /traɪ/

No /nəʊ/ Sing /sɪŋ/

Ten /ten/ Finger /ˈfɪŋɡə(r)/ /j/ ( u = j + u) /w/(o = w + ʌ)
Yes /jes/ Wet /wet/
/n/ /ŋ/ Yellow /ˈjeləʊ/ Window
/ˈwɪndəʊ/

Voiceless sounds Voiced sounds Cách phát âm s/es

/p/ /b/ Danh từ số nhiều
/t/ /d/ Động từ chia thì hiện tại
/f/ /v/
Thêm s/es dành cho ngôi thứ ba số ít.
/k/ /g/
/θ/ /ð/
/s/ /z/ /s/ /z/ /iz/
/ ʃ/ /ʒ / Khi âm tận cùng là Khi âm tận cùng khi âm tận cùng là
/tʃ/ /dʒ/ âm không rung. là âm rung. /s/, /z/, /ʃ/, /ʒ/, /tʃ/, /dʒ/
/h/ / m/ / n // ŋ// l/ /r/ /w/ /j/
Ex: Develops /dɪˈveləpS/ Ex: Birds /bɜːrdZ/ Ex: Kisses /'kɪsIZ/
All vowel sounds: /i:/, /i/, /e/,/æ/, /a:/, /ʌ/,
Books /bʊkS/ Dies /daɪZ/ Watches /'wɑːtʃIZ/
/ɜː/, /ə/, /ʊ/, /u:/, /ɔː/,/ɒ/, /ei/, /ai/, /ɔi/,
/ʊə/, /eə/, /iə/, /əʊ/, /aʊ/
 Có 3 cách phát âm: Homework
HOMEWORK

Cách phát
âm /t/- khi âm tận cùng là âm không rung • Audience • Step
Ex: Looked /lʊkT/ • Author • Mouth
ed Washed /wɑːʃT/ •
•
Either
Establish
• Accept
/d/ - khi âm tận cùng là âm rung • Ask
dành cho • Other • Bank
Ex: Closed /kloʊzD/
động từ quá khứ • Thing • Behind
Travelled /ˈtrævlD/
có quy tắc • third
• Cost
• Growth
/id/ - khi âm tận cùng là /t/ and /d/ • hard
• Whether
Ex: Wanted /ˈwɑːntID/ • Effect
Supported /səˈpɔːrtID/
 Lưu ý
Trong tiếng Anh, lưu ý:
1. Không có ‘dấu sắc’ : nhiều từ người học thêm dấu sắc vào như tiếng Việt:
PRONUNCIATION Ví dụ: street đọc thành str-í-t, meat và meet đọc thành m-í-t,...

4 2. Không có chữ ‘ô’ :

REVIEW Âm /əʊ/ bị đọc thành âm ‘ô’ :
REVIEW
Ví dụ: hotel, motel, phone, owner, logan,...
Ngoài ra, có một số từ chứa âm /ɔː/ cũng bị đọc thành âm ‘ô’:
Ví dụ: ball, small, mall, tall

3. Không có chữ ‘ê’:

Âm /eɪ/ bị đọc thành âm ‘ê’:
Ví dụ: lake, cake, eight, date, hate, dangerous, plane, sale...
Âm /e/ trong một số từ cũng bị đọc thành âm ‘ê’ :
Ví dụ: egg

Practise Practise /ʧ/ vs /dʒ/

Fourth /fɔːθ/ 1. Choke /tʃəʊk/ 6. joke /dʒəʊk/
/θ/ These /ðiːz/
2. Cheap /tʃiːp/ 7. Jeep /dʒiːp/
Weather /ˈweðə(r)/
vs Month /mʌnθ/ 3. Chew /tʃuː/ 8. Jewel /ˈdʒuːəl/
There /ðeə(r)/
/ð/ Something /ˈsʌmθɪŋ/
4. Cheer /tʃɪə(r) 9. jeer /dʒɪə(r)/

5. Cherry /ˈtʃeri/ 10. Jerry /ˈdʒeri/

 1. Merchant /ˈmɜːtʃənt/
Practise /ʒ/ vs/dʒ/ Practise /ʃ/ vs /ʧ/
2. Ketchup /ˈketʃəp/
1. Decision /dɪˈsɪʒn/ 6. Just /dʒʌst/ 1. Sushi /ˈsuːʃi/
3. Sure /ʃʊə(r)/
2. Usual /ˈjuːʒuəl/ 7. College /ˈkɒlɪdʒ/ 2. Challenge /ˈtʃælɪndʒ/
4. Achieve /əˈtʃiːv/
3. Television /ˈtelɪvɪʒn/ 8. Jet /dʒet/ 3. Wish /wɪʃ/
5. Culture /ˈkʌltʃə(r)/
4. Pleasure /ˈpleʒə(r)/ 9. Soldier /ˈsəʊldʒə(r)/ 4. Machine /məˈʃiːn/
5. Version /ˈvɜːʒn/ 10. Damage /ˈdæmɪdʒ/ 5. Question /ˈkwestʃən/

1. Judge /dʒʌdʒ/ 6. Watch /wɒtʃ/

Practise the past form of these regular verbs

2. Live /lɪv/ 7. Attend /əˈtend/ /ˈstʌdi/ /ˈɑːnsə(r)/

1. Study 6. Answer
3. Plate /pleɪt/ 8. Tape /teɪp/ /dʒʌdʒ/ /test/
2. Judge 7. Test
4. Class /klɑːs/ 9. Book /bʊk/ /ˈlɪsn/ /ɪnˈvent/
3. Listen 8. Invent
5. Breathe /briːð/ 10. Wife /waɪf/
4. Miss /mɪs/ 9. Research /rɪˈsɜːtʃ/

5. Work /wɜːk/ 10. Enjoy /ɪnˈdʒɔɪ/

Practice adding s/es
 Distinguish the pronunciation features in American English
❑ Listen and choose the correct pronunciation
A. The sound ‘T’
1. 3. 5.
a. /ˈkiːbɜːd/ a. /ˈleɪbɒ/ a. /riːz/ 1. The regular T sound is
b. /ˈkiːbɔːd/ b. /ˈlebə(r)/ b. /riːs/ almost always used when "t" Examples Practise
is the first letter of a word.
c. /ˈkəbɔːd/ c. /ˈleɪbə(r)/ c. /riːtʃ/
a. Tables are good.
2. 4. 6. Teacher b. Keep your tables!
a. /ˈnɒlɪdʒ/ a. /eˈkɜː(r)/ a. /ˈɔːdɜː(r)/ ST or TS always String c. Watch the time!
b. /ˈnɒlɪt/ b. /ɒˈkɜː(r)/ b. /ˈɔːdə(r)/ keep the regular T Sticky
c. /ˈnəlɪdʒ/ c. /əˈkɜː(r)/ c. /ˈɒːdə(r)/ d. Use your sticky
sound as well. Time notes to learn
English.

Distinguish the pronunciation features in American English Distinguish the pronunciation features in American English

2. The letter ‘T’ is pronounced as 3. When T comes after N, the

/d/ when it’s between 2 vowels in Examples Practise T sound is dropped in many Examples Practise
a word words.

a. Get a better water heater. a. You should prepare

Letter -> leder Interview -> inerview
b. Put all the date in the T= Silence when the interview.
VOWEL+T+VOWEL Heater -> hider International -> inernational
computer. after N b. I can see the
Better -> beder Interstate -> inerstate
c. What a good idea! mountain.
Bottle -> bodle Twenty -> tweny
d. You’d better use these c. Count on me.
Water -> wader
letters. d. That’s right, isn’t it?
 Distinguish the pronunciation features in American English
4. When T is at the end of a word (and
this is not followed by a vowel), the sound
stops.
To say this correctly, emphasize the
preceding vowel, put
your tongue into place and simply stop the
sound.
T= Stopped sound
Tim starts work at seven o'clock and drives trains on the London Underground.
tɪm stɑːts wɜːk æt ˈsɛvn əˈklɒk ænd draɪvz treɪnz ɒn ðə ˈlʌndən ˈʌndəgraʊnd.
He usually works in the mornings from Monday to Friday, but he sometimes
hiː ˈjuːʒʊəli wɜːks ɪn ðə ˈmɔːnɪŋz frɒm ˈmʌndeɪ tuːˈfraɪdeɪ, bʌt hiː ˈsʌmtaɪmz
works on the weekends too. At noon he stops work for half an hour to have his lunch
Examples Practise wɜːks ɒn ðə ˈwiːkˈɛndz tuː. æt nuːn hiː stɒps wɜːk fɔː hɑːf ən ˈaʊə tuː hæv hɪz lʌnʧ.
He eats cheese and tomato sandwiches which Betty makes for him, drinks a bottle of milk.
hiː iːts ʧiːz ænd təˈmɑːtəʊ ˈsænwɪʤɪz wɪʧ ˈbɛti meɪks fɔː hɪm, drɪŋks ə ˈbɒtl ɒv mɪlk.
After lunch he works until four o'clock and then he goes home.
Hot a. It’s hot. ˈɑːftə lʌnʧ hiː wɜːks ənˈtɪl fɔːr əˈklɒk ænd ðɛn hiː gəʊz həʊm.
In the evening he plays with his baby son, Ben, and watches TV with Betty.
Hit b. That’s right. ɪn ði ˈiːvnɪŋ hiː pleɪz wɪð hɪz ˈbeɪbi sʌn, bɛn, ænd ˈwɒʧɪz ˌtiːˈviː wɪð ˈbɛti.
Sit c. Please sit here. At ten thirty they all go to bed because they are very tired
Sat æt tɛn ˈ θɜːti ðeɪ ɔːl gəʊ tuː bɛd bɪˈkɒz ðeɪ ɑːˈvɛri ˈtaɪəd
d. That’s it.
- and because they get up so early in the morning!
- ænd bɪˈkɒz ðeɪ gɛt ʌp səʊ ˈɜːli ɪn ðə ˈmɔːnɪŋ!

Practise /r/

1 . run

2. ring

3.rabbit

4. robber

5. dream

Companies
VOCABULARY
1. Specialize /ˈspeʃəlaɪz/ (v) ->...
(n)
2. employ /ɪmˈplɔɪ/ (v) ->...(n)
3. commercial /kəˈmɜːʃl/ ->... (n)
4. expand /ɪkˈspænd/ (v)
5. subsidiary /səbˈsɪdiəri/ (adj)
6. security /sɪˈkjʊərəti/ (n)
7. possibility /ˌpɒsəˈbɪləti/ (n)
->.... (adj)
8. beverage /ˈbevərɪdʒ/
9. President /ˈprezɪdənt/ (n)
10. administration
/ədˌmɪnɪˈstreɪʃn/ (n) ->... (adj)
11. analyst /ˈænəlɪst/
->... (v)
->... (adj)
12. corporate /ˈkɔːpərət/ ->...(n)
13. partnership /ˈpɑːtnəʃɪp/
14. stock exchange /ˈstɒk
ɪkstʃeɪndʒ/
Warm up
• Look at the picture. What do you know about these companies?
• Do you think it’s better to work for a large or a small company?
• What kind of company do you know for?
Read these description of some
companies. Complete their name.
1. This company provides many different IT services, including internet, software. Most of its sales
come from software writing. Its head office is in Hanoi, Vietnam.
F_ _
2. This company produces tyres for cars and other vehicles. It is based in France but it has more than
112,800 employees all over the world. It is also well known for its red and green travel guides.
M_ _ _ _ _ _ _
3. This company operate in retail market. It specializes in expanding their network to every corner of
Vietnam.
V_ _ _ _ _ _
4. It’s a subsidiary of European Aeuronautic Defence and Space company (EADS). The company makes
planes for the commercial aircraft market, where its main competitor is Boeing.
A_____
5. This company makes many different electrical and electronic products, such as TVs, computers, and
mobile phones. It is South Korea’s largest company and exporter.
S_ _ _ _ _ _
 Read these description of some Listening: An employee is talking about
companies. Complete their name. her company. Listen and complete the
1. This company provides many different IT services, including internet, software. Most of its sales come information in the table
from software writing. Its head office is in Hanoi, Vietnam.
Name of company BESAM
FPT
2. This company produces tyres for cars and other vehicles. It is based in France but it has more than Products A____ d_____ mechanisms: locks and s_____ system
112,800 employees all over the world. It is also well known for its red and green travel guides.
MICHELIN
Group Assa Abloy
3. This company operate in retail market. It specializes in expanding their network to every corner of Nationality S____
Vietnam.
VINMART Number of employees
4. It’s a subsidiary of European Aeuronautic Defence and Space company (EADS). The company makes Sales €____ billion
planes for the commercial aircraft market, where its main competitor is Boeing.
AIRBUS Number of subsidiaries ____ in 40 countries
5. This company makes many different electrical and electronic products, such as TVs, computers, and Other information Main c____ are the Eastern company, Ingersoll-Rand, and
mobile phones. It is South Korea’s largest company and exporter.
Master Lock
SAMSUNG

Transcript Talk about Besam. Use some or all of these

James: Which company do you work for?
Fiona: It's called Besam B E S A M. You probably
know it
James: No I don't What does the company do?
Fiona: We specialize in automatic door mechanisms.
But we're a subsidiary of Assa Abloy. Perhaps you
know that name?
James: No, sorry. I don't.
Fiona: It's a Swedish group. It makes locks and
security systems. I'm sure you know some of our
products. Yale locks... or Chubb...or Vachette, for
example.
James: No, I'm afraid I don't. Is it a very big group,
then?
Fiona: Yes. it is. There are about 30.000 employees.
James: That is big
Fiona: And annual sales of about three billion euros.
phrases and information from listening
James: So are you mainly in the European
market?
It’s a(n) ____ company/ organization.
Fiona: No we operate to 40 different countries It’s a subsidiary of ____ It provides/ offers____
worldwide. There are 150 different companies in
the Assa Abloy group. It makes/ produces___ It operates in ____
James: What are your main competitor, then?
Fiona: The Eastern Company...?
It has ___ employees. It specializes in ____
Ingersoll-Rand...? Master Lock It is based in ____ It has sales of ____
James: WeIl I think you can see now that I know
nothing about the security business. Its main competitor are____
Fiona: So who do you work for?
James: Microsoft.
It’s head office is ____
Fiona: And what does your company do?
James: We make... Ah that's a joke, right?
Now talk about your company using the above phrases
 Make questions about Nestle using the Match the question to the right
prompts below answer.
1. How old/ company? 1. How old/ company? a. 780
2. What products/company/specialize in? 2. What products/company/specialize in? b. More than 140 years old
3. What/its annual sales? 3. What/its annual sales? c. Yes, it does.
4. Where/ its head office? 4. Where/ its head office? d. 276,000
5. How many factories/have? e. More than 107 billion Swiss francs.
5. How many factories/have?
f. Many possibilities for training
6. Company/sell/products/all five continents? 6. Company/sell/products/all five continents?
g. Yes, it gives money and other help.
7. How many people/employ? 7. How many people/employ? h. Food and beverages.
8. What /offer/its employees? 8. What /offer/its employees? i. Vevey, Switzerland.
9. Company/ a lot of work in the community? 9. Company/ a lot of work in the community? j. By using less water, energy and
10. How/protect the environment? 10. How/protect the environment? packaging.

Work in pair - Games: Guess a company

Think about 1 company. Teacher, please remind the students

You friend will ask to find out which company to do homework and inform the
is in your head. result on Facebook group.

Unit 2 Contact
VOCABULARY
1. Consultant /kənˈsʌltənt/ (n) ->... (v)
2. Subcontractors /ˈsʌbkəntræktə(r)/
3. supervisory/ˌsuːpəˈvaɪzəri/ (adj)
->... (n)
->... (v)
4. demanding /dɪˈmɑːndɪŋ/ (adj)
5. industrial /ɪnˈdʌstriəl/ (adj)
->... (n)
6. occupation /ˌɒkjuˈpeɪʃn/
->... (adj)
->... (v)
7. promotion /prəˈməʊʃn/ (n)
8. temporary /ˈtemprəri/ (adj)
9. psychologist /saɪˈkɒlədʒɪst/
(n) ->... (adj)
10. Supplier /səˈplaɪə(r)/
11. managerial
/ˌmænəˈdʒɪəriəl/
12. public relations /ˌpʌblɪk
rɪˈleɪʃnz/
13. personnel /ˌpɜːsəˈnel/
14. administrative
/ədˈmɪnɪstrətɪv/ (adj)
->... (n)
Warm up
• At work, who do you usually speak to?
1. By phone?
2. face-to-face?
• Do you prefer communicating with people by email or on the phone?
• How much of your day do you spend
1. Speaking with people?
2. Working alone?
Reading
Do you know this job? What do these
people do in their work?
1. A retail buyer
2. A public relations officer
3. An occupational psychologist

1. Sara- Retail Buyer
I work for a supermarket
chain. My job involves buying
prepared salads and
vegetables from local and
national suppliers. I also take
part in different logistics
projects. For example. At the
moment we’re working with
an external consultant. He’s
looking at ways to get our
salads and vegetables to the
supermarket shelves more
quickly.
2. Benjamin- Public
Relations Officer
I work for the police, but I’m with problems of relations between
not a policeman. A lot of my
work consists of answering
questions from journalists
when the police are in the
news. I’m also involved in a
new project to attract new
people to the police force. For colleagues abroad. I work a lot with
this, I’m working with senior
police officers and with
outside employment
agencies.
Which person or people…. Sara Benjamin Heidi
3. Heidi- Occupational Work(s) on problem of
Psychologist
I’m self-employed. Basically, I deal
communication?
staff. At the moment, for example,
I’m doing a study on virtual
Work(s) with people outside the
teamwork for one of my industrial company?
customers. They work with many
subcontractors all over the world,
and their managers want to Work(s) with products?
communicate better with their
training organizations which Work(s) with companies, but not for a
provide the courses my customers
need. company?

Sang Chun is talking about his job in a software

Match the words to definitions a-h company. Listen and tick the people that he works with
and the jobs that he does
1. Consultant a. Companies which sell their products to you
2. Staff b. Organizations which find new employees for you
c. Companies which do work for you which you can’t
3. Customers do yourself People Job
4. Suppliers d. People who work in the same company as you
5. Subcontractors e. Organizations which offer courses to company
Customers Answering calls
employees
6. Employment agencies Suppliers Visiting
f. A person from outside a company who gives expert
7. Training organizations advice Sales reps Developing new programs
8. colleagues g. Companies which buy your products
h. All the people who work for a company Programmers Discussing old programs
Listen and fill in the blank
Interviewer: Where do you work?
Sang Chun: In the Technical Support Department.
Interviewer: So what do you do exactly?
Sang Chun: Basically, my job ____ answering call of customers who are having
problems with their software. But it also involves working with sales reps from
time to time. We visit new customers together.
Interviewer: Do you develop software too?
Sang Chun: We aren’t ___ developing new programs. But when programmers
are preparing new versions of old products, we ___the discussions. We speak
to customers everyday, so we know the technical issues very well.
Interviewer: So what sort of problems do you have to solve?
Sang Chun: Oh, the usual. We ___ installation issues, password problems,
bugs, things like that.
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
Check and describe your job using the similar words
Interviewer: Where do you work?
Sang Chun: In the Technical Support Department.
Interviewer: So what do you do exactly?
Sang Chun: Basically, my job consists of answering call of customers who are
having problems with their software. But it also involves working with sales reps
from time to time. We visit new customers together.
Interviewer: Do you develop software too?
Sang Chun: We aren’t involved in developing new programs. But when
programmers are preparing new versions of old products, we take part in the
discussions. We speak to customers everyday, so we know the technical
issues very well.
Interviewer: So what sort of problems do you have to solve?
Sang Chun: Oh, the usual. We deal with installation issues, password
problems, bugs, things like that.
 Warm up
•Do you have to make many telephone calls at
Making and receiving work?
telephone calls •Who do you usually call?
•Do you call internally or externally more?

Word Power Listen to two telephone conversations

1. internal 8. receiver (n) ->(v)... and answer the questions
2. put somebody through
3. spam /spæm/ 9. service provider /ˈsɜːvɪs
4. navigate /ˈnævɪɡeɪt/ (v) prəvaɪdə(r)/ 1. Which conversation is between
-> (n).... 10. attachment /əˈtætʃmənt/ a. A consultant company and a sub- contractor?
5. on hold 11. helpline /ˈhelplaɪn/
6. engaged /ɪnˈɡeɪdʒd/ b. A supplier and a customer?
7. system operator /ˈsɪstəm 2. What is the reason for each call?
ɒpəreɪtə(r)/
 Match sentences 1-5 with response a-e.
Then listen again and check your answers. Transcript
1.
2.
A: Ackers and Shipton. How can I help you?
1. Is Mrs Ackers there, please? a. This is Simon Ilago from AOS. B: Is Mrs Ackers there, please?
A: BFC Consulting. Ralf Gustuvson speaking.

2. Who’s calling, please? b. I’m calling about a special A: Speaking. Who’s calling, please?
B: Hello. Could I speak to Leo Keiher, please?

price on our printers. A: I’m afraid he’s out of office at the moment.
B: This is Simon Ilago from AOS- Ace Office Supplies.
3. What can I do for you? B: Could I leave a message?
A: What can I do for you, Mr Ilago?
4. Can I call you back tomorrow? c. Speaking. A: Yes, of course. Could I have your name, please?
B: I am calling about a special price on our printers, Mrs
5. Thanks for calling d. You’re welcome. Goodbye. Ackers. A: This is Natalie Kent, from NT Consulting. Could you
ask Leo to call me back? It’s quite urgent.
A: I’m sorry, but I can’t discuss this now. I have a meeting
e. Sorry, but I’m out of the office in five minutes. A: Yes, sure. Could you tell me what it’s about?
tomorrow. B: Can I call you back tomorrow? B: Yes, I’m phoning to offer him some sub-contracting
work.
A: Sorry, but I’m out of office tomorrow. But thanks for
calling. Goodbye. A: OK. I’ll give Leo the message.
B: Er…. You are welcome. Goodbye. B: Thanks for your help. Goodbye.

Key expression Speaking- Guess which organization you will have to

Asking to speak to someone
Could I speak to (name)?
Is (name) there, please?
Identifying the caller
Could I have your name please?
Who’s calling, please?
This is ( your name)
Giving the reason for the call
I’m calling about….
I’m phoning to…
call. Then practice calling them to ask for information
Saying the person is/ isn’t here
I’m sorry, but/ I’m afraid she’s not here today.
Can I take a message?
Leaving a message
Can/ Could I leave a message?
Can/ Could you ask him/her to call me back?
Finishing
I’ll give him/her a message.
Thanks for your help/ for calling.
Speak to you latter/ tomorrow. Which three day is it? How old is it?
Speaking- Guess which organization you will have to
call. Then practice calling them to ask for information

Teacher, please remind the students

to do homework and inform the
result on Facebook group.

How much is it? What time does it start?


Unit 4- Visitor
Answer the following question
What is the aim of the customer visit programme?
How was it different from other programmes?
Which departments participated in the visits?
Was the programme a success? How?
Warm up
•Do you visit other companies? If so, why? Who do you
go with?
•What sort of people visit the department you work in?
Why?
•Make a list of five departments you find in a company.
Reading - The importance of customer contact
The American computer manufacturer Hewlett- Packard ran a very successful customer visit programme.
The idea of the visits to HP customers was not to sell the company’s products, but simply to listen and
learn.
The visits were conducted by mixed teams who visited between ten and forty customers. These teams
included a project engineer from the Research and Development Department, and a person from Marketing
who played a part in putting the product on the market. In most cases, a sales rep who was responsible
for each customer was also present.
In a questionnaire, 88% of staff involved in the programme said
that customer satisfaction was better as a result of the visit. About
90% indicated that the visit gave them ideas for changing the
products or services offered to customers.
This programme showed the value of customer contact for all
employees in an organization. In so many companies, it is only
those who work in Sales, Marketing, Customer Service or
Technical Support who have direct contact with customers.
 Complete the sentences about other
Which department in the reading usually departments with words from the list
finds buys checks arranges maintains
• Sells the products? deals organizes
• Look for new markets for new or existing products? 1. The Logistics Department _____ the transports of products.
• Creates new products? 2. The Training Department _____ courses.
• Answers technical questions from customers? 3. The Purchasing Department ____ from suppliers.
• Answer all other questions from customers? 4. The Human Resources Department ____ new staff.
5. The IT Department ____ the computer system.
6. The Finance Department ____ with all the money.
7. The Quality Control Department ____ that the products have no defects.

Listening: Three people are receiving visitors from Listen again and complete these sentences
other departments in their company. Listen to the
three conversations and complete the table. 1. I have a meeting today with Anna Neves, who’s ____
____ our software.
Person Which department Which department does 2. Our company is _____ _____ three business units.
does he/she work in his/her visitor work in 3. He’s the person in _____ _____ buying for the whole
group.
1
4. I _____ ______ a lot of training organizations.
2
5. I _____ ______ the HR Director.
3
 Transcript Speaking: Work in pair. Ask and
1.In our department we do reports at the end of each month which show all the money going into and out
of the company. It takes a really long time. I have a meeting today with Anna Neves, who’s responsible answer questions about your own job.
for our software. She’s coming to show me a new program she wants to buy. She says it will help us a
lot with all our financial reporting. 1. Which department do you work in?
2.Our company is divided into three business units: Home, Industrial and Public Services. I work in the
Industrial Business Unit. I organize all the transport from suppliers to our factories, and from our 2. What are you responsible for?
factories to customers.
Today I have a visit from Ralf Ehrling. He’s the person in charge of buying for the whole group. He wants
3. Who is in charge of your department?
to use just three or four big international transporters from all three of our business units. He thinks it will 4. Who do you report to?
cost less to have a small number of suppliers.
3. I have contact with a lot of training organizations. We have a lot of people learning English here. 5. Which department(s) do you have most contact with?
We’re also organizing a lot of IT courses this year, because we’re changing our marketing software at Why?
the moment. I report to the HR Director. She’s coming here for a meeting today. We’re employing a lot of
new people this year, and she thinks they have special training needs. We’re talking about what courses
6. Is your department divided into different sections or
we can offer them. units? What are they

Teacher, please remind the students

to do homework and inform the
result on Facebook group.
 Read these description of some companies.
Complete their name.
1. This company provides many different IT services, including internet, software. Most of its
sales come from software writing. Its head office is in Hanoi, Vietnam.
REVIEW UNIT 1-4 F_ _
2. This company produces tyres for cars and other vehicles. It is based in France but it has
more than 112,800 employees all over the world. It is also well known for its red and green
travel guides.
M_ _ _ _ _ _ _
3. This company operate in retail market. It specializes in expanding their network to every
corner of Vietnam.
V_ _ _ _ _ _
4. It’s a subsidiary of European Aeuronautic Defence and Space company (EADS). The
company makes planes for the commercial aircraft market, where its main competitor is
Boeing.
A_____
5. This company makes many different electrical and electronic products, such as TVs,
computers, and mobile phones. It is South Korea’s largest company and exporter.
S_ _ _ _ _ _

Read these description of some Match the question to the right answer.
companies. Complete their name. a. 780
1. How old/ company?
1. This company provides many different IT services, including internet, software. Most of its sales come
2. What products/company/specialize in? b. More than 140 years old
from software writing. Its head office is in Hanoi, Vietnam.
FPT 3. What/its annual sales? c. Yes, it does.
2. This company produces tyres for cars and other vehicles. It is based in France but it has more than d. 276,000
112,800 employees all over the world. It is also well known for its red and green travel guides. 4. Where/ its head office?
MICHELIN
e. More than 107 billion Swiss francs.
5. How many factories/have?
3. This company operate in retail market. It specializes in expanding their network to every corner of f. Many possibilities for training
Vietnam. 6. Company/sell/products/all five continents? g. Yes, it gives money and other help.
VINMART 7. How many people/employ?
4. It’s a subsidiary of European Aeuronautic Defence and Space company (EADS). The company makes h. Food and beverages.
planes for the commercial aircraft market, where its main competitor is Boeing. 8. What /offer/its employees? i. Vevey, Switzerland.
AIRBUS 9. Company/ a lot of work in the community? j. By using less water, energy and
5. This company makes many different electrical and electronic products, such as TVs, computers, and packaging.
mobile phones. It is South Korea’s largest company and exporter. 10. How/protect the environment?
SAMSUNG
Sang Chun is talking about his job in a software Listen and fill in the blank
company. Listen and tick the people that he works with
Interviewer: Where do you work?
and the jobs that he does Sang Chun: In the Technical Support Department.
Interviewer: So what do you do exactly?
Sang Chun: Basically, my job ____ answering call of customers who are having
problems with their software. But it also involves working with sales reps from
People Job time to time. We visit new customers together.
Interviewer: Do you develop software too?
Customers Answering calls Sang Chun: We aren’t ___ developing new programs. But when programmers
are preparing new versions of old products, we ___the discussions. We speak
Suppliers Visiting to customers everyday, so we know the technical issues very well.
Interviewer: So what sort of problems do you have to solve?
Sales reps Developing new programs Sang Chun: Oh, the usual. We ___ installation issues, password problems,
bugs, things like that.
Programmers Discussing old programs

Check and describe your job using the similar words Speaking- Guess which organization you will have to
Interviewer: Where do you work? call. Then practice calling them to ask for information
Sang Chun: In the Technical Support Department.
Interviewer: So what do you do exactly?
Sang Chun: Basically, my job consists of answering call of customers who
are having problems with their software. But it also involves working with
sales reps from time to time. We visit new customers together.
Interviewer: Do you develop software too?
Sang Chun: We aren’t involved in developing new programs. But when
programmers are preparing new versions of old products, we take part in the
discussions. We speak to customers everyday, so we know the technical
issues very well.
Interviewer: So what sort of problems do you have to solve?
Sang Chun: Oh, the usual. We deal with installation issues, password
problems, bugs, things like that. Which three day is it? How old is it?
Speaking- Guess which organization you will have to
call. Then practice calling them to ask for information

How much is it? What time does it start?

 Warm up
• Do you have to make presentation at your work?
• Who usually make presentation in your company/
department?
Unit 5- Presenting • Have you ever had to present your company
information?
visual information

Look at the information about Lenovo, the computer manufacture

Look at the information about Lenovo, the computer manufacture Which slide shows
Which slide is in the form of a. rises falls in market share?
a. a diagram? B. a graph? c. a pie chart? B. the breakdown of sales by market?
C. some key figures in Lenovo’s organizational structure?
Lenovo market share Lenovo market share
Lenovo in China Lenovo in China
( Mainland China) ( Mainland China)
Main office/ sales Main office/ sales
Beijing Beijing

After-sales After-sales
24/7 call 24/7 call
R&D Production centre R&D Production centre
More than More than
5 (5) ___
(6)___
5 (5) ___
(6)___
cities cities
cities technical cities technical
support support
engineers engineers
Listen to a presentation about Lenovo and complete the
missing information on the slides. Transcript
Lenovo market share This pie chart gives you the breakdown of Lenovo’s sales worldwide. Can everybody see
Lenovo in China that OK? As you can see, 27.6% of sales are in the Americas, but notice that China
( Mainland China) represents 37.5% of worldwide sales.
This graph shows the change in market share in the last two or three years. As you can see,
Main office/ sales in 2006 Lenovo’s market share was 35.8%. After a bad start in 2007, it went up again to
Beijing 36.1% in the second half of the year. It went down again at the end of the year, but rose
again in 2008. However the important thing here is that Lenovo is still the market leader in
China, with about a third of all PC sales.
After-sales This diagram summarizes the company’s main operations. So sales are based in Beijing
24/7 call where there are also facilities for manufacturing, research and development, and
R&D Production centre after-sales. But note that the company has operations in many different cities. There are
More than
5 (5) ___
(6)___
R&D centres in five different cities and production units in the same number of locations.
cities
cities technical Our call centre operates 24 hours a day, and we have more than 3000 technical support
support engineers to deal with customer problems.
engineers

Put the words in italics in the right order to

Key expressions complete the sentences from a presentation
Referring to visuals
This table/ pie chart/ graph/diagram gives you / shows/ summarizes…. 1. Here’s a diagram of our company structure. That/ clear/ is
Let’s look at this ….
Have a look at this…. Is that clear?
Checking 2. Here are our sales figures. OK/ see/everybody/that/ Can _____
Can everybody see that OK?
Is that clear? 3. see/you/As/can ________,we had a good year.
Focusing on important points 4. thing/The/here/is/important ____ the number of new customers.
As you can see, …..
Notice that ….. 5. at/look/Have/table/a/this ____. It shows our sales figures for the
Note that….. first quarter of the year.
The important thing here is….
6. breakdown/of/table/the/This/shows/sales _____. Can you see
that?
Speaking - Practice to make a Speaking - Practice to make a
presentation for the following diagram presentation for the following diagram

Teacher, please remind the students

to do homework and inform the
result on Facebook group.
 Warm up
1. What new products can you buy at the moment? Think of the
following areas
• Food and drink
• Health and beauty
• Education
2. How do companies create new products?
3. What makes a product successful?
4. Do you often try new products or do you usually keep to one brand?

Listening: Listen to an interview about the Complete the flow chart of the development
development of a range of clothing Fat Face, and of Fat Face with the words from the list. Then
answer the questions listen again and check your answer
1. Where were the two friends working? Brand the product design the product
have the original idea
2. Why did they start making T-shirts?
2 do market
3. Where did they print the T-shirts? 1______
research

4. Why did they call the company Fat Face?

5. How do you describe their products? 4 do product
trials
3_______

5 _______ 6 launch the

product
Transcript
A So how did Fat Face start? Look at texts 1-4, which describe four new
B Well, we had the original idea one night in 1988. We were both working in a bar in a ski resort called Meribel in the French
Alps. We were working at nights so we could ski all day, but the late nights and early mornings were too much. We needed to
find another way to pay for our skiing, so we hit upon the idea of selling T-shirts.
products. Match the texts to pictures a-d
A I suppose you didn’t think of doing any market research at the time. 1. A well-designed piece of office furniture. Come with a very user- friendly
B No, we just ordered 100 T-shirts and were incredibly surprised at how quickly we managed to sell them. assembly instructions.
A Who designed the T-shirts then? 2. A simple and functional item. Frequently travelers like it as it is compact and can
B We did. We decided to create our own, so that they would be more original. We got a manufacturer in the UK to print them for fit easily into a washbag or overnight bag.
us and then send them over Meribel. We did product trials by seeing which designs sold the quickest.
A So why the name Fat Face?
3. Travel in style with this brand new stylish and attractive, yet practical, item.
B When we decided to open our first shop, we obviously needed a name. Fat Face comes from one of our favorite ski slopes in 4. If you haven’t already made the switch, do it now, if only because it’s more
Val d’lsere called “La Face”. economical.
A How would you describe your clothing?
B Practical and stylish at the same time. People associate our brand with an active, outdoor lifestyle. At the same time, the
designs are interesting and attractive.
A When did you actually launch Fat Face Ltd?
B The shop opened in 1993, and the sales were quite slow to start with, but they soon got better, especially at the beginning of
the year 2000. Sales are now extremely good, so we’ve come a long way since our skiing days in Meribel.

Match 1-8 below to definitions a-h Speaking

1. Practical a. Costs less to run Your company is launching a new product or service. Describe this
2. Economical b. Easy to use product or service to your group, using the ideas below to help you
3. Attractive c. Fashionable and good to look at • Product or service brand
4. Functional d. Useful • Product or service development
5. Stylish e. Small • Description of the product or service
6. User-friendly f. Useful with little decoration
7. Well-designed g. Beautiful
8. compact h. Planned and made well
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
 Warm up
•Where do you usually live when travelling?
Giving a report •Do you prefer hotel or homestay?
•Is it important for you to live in a luxurious
accommodation when travelling?

Match 1-9 with a-i to make sentences.

Listen to a meeting of festival organizers. The
speaker is giving a report on her research into the Then listen again and check your
use of Podpads. Answer the questions answer.
1. The purpose of our research a. we visited the farmers who let us use their land.
was b. because they are much stronger than tents
1. What was the purpose of the research? 2. We wanted to find out c. they were popular with both residents and
farmers.
2. Why did they choose Podpads? 3. Why did we choose Podpads? d. Which accommodation would keep people dry in
4. First, bad weather.
3. Who put the Podpads up and took them down? e. For their opinion of the company
5. Then,
4. How many Podpads did they order? f. To find the most comfortable accommodation for
6. We spoke to visitors to outdoor festivals.
5. How did the researchers attract people to take part in the research? 7. Finally, g. Our Podpad residents after one night.
8. We asked them h. We contacted Podpads.com and ordered 50
6. How many times did they speak to the people in the Podpads? 9. We found that
Podpads.
i. We organized 50 people to sleep in them.
7. Was the experiment a success or a failure?
 Transcript Key expressions
I’m here to report on our experiment with Podpads at Summerhouse festival last month. The Starting aims Explaining the order of the process
purpose of our research was to find the most comfortable place for visitors to stay during outdoor First, we ….
The purpose of this research was ….
festivals. We wanted to find out which accommodation would keep people dry in bad weather. Then, we ….
Why did we choose Podpads? Because they are much stronger than tents. The makers also have We wanted to find out … Finally, we …
an installation team who put up the Podpads before the event and take them down again
afterwards. Giving reasons Reporting
First, we contacted Podpads.com and ordered 50 Podpads for the Summerhouse festival. Then on
our website we offered free accommodation to 50 visitors if they took part in our research. Why did we ….? Because….. We spoke to …
We spoke to our Podpad residents after one night and then again after a second night. All of them We asked….
said they would consider hiring a Podpad at the next festival they went to, depending on the price. We found that ….
Finally, we visited the farmers who let us use their land. We asked them for their opinion of the
company. They commented on the efficiency of the team who put up the Podpads and then took
them down as soon as the festival was over. I think we can say that the Podpads were a huge
success. We found that they were popular with both visitors and farmers, and, more importantly,
they will protect the people using them from bad weather.

A catering company has done some research into Speaking- Work in pair. Your company has asked you to research places where
buying a new marquee. Put the sentences in the employees can have a short sleep in the middle of their working day. Each of you
will be in charge of a research. Talk to each other to decide which one is better.
report about the research in right order. Energypod from Metronaps Yelocab in the Yelo complex opposite to your office building
A ___1__ The purpose of our research was to find a new marquee to replace our old ones. Purpose Find best place for employees to have a Find best place for employees to have a 20 minute midday
We wanted.. 20-minute sleep. sleep.
B____ Finally, we interviewed the customer and our employees. We asked…. Why? • Employees work better in the afternoon Employees work better in the afternoon after a short sleep.
C ____ our technicians what they thought of the marquee. We found… after a short sleep.
D ____ that the T-system was easier to pack and transport than our old ones. • Metronaps can be installed anywhere.
E ____ to the Sales Directors who agreed to let us have one on trial. What I • Decide where to install one – R&D • Choose 10 employees to try it out.
did department • Rent a Yelocab for one month.
F ____ Why did we choose the T-System Marquee? Because of its spacious design. • Order one from Metronaps on trial • Put it outside the main office building.
G ____ Then, we took the marquee to our next venue and put it up. • Organize interviews with employees. • Interview these 10 employees on different days.
H ____ First, we contacted Bond Fabrications which produces marquees. We spoke…. • Speak to employees who used it and who
didn’t use it
I ____ to find out how easy the marquee would be to transport.
Result Easy to sleep in, but want to be in another • Yelocabs are very relaxing, but employees are not happy
building about paying for them themselves.
• Speak to Sales Directors to negotiate a deal for all
employees.
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
 Warm up
1. What benefits do employees have in your company apart
from their salary? Think about holidays, training, extra
Employment money etc…
2. Which jobs or industries have the best benefits in your
country?
3. Think of one benefit which you don’t have but would like.
4. Does everyone in your company have same benefits?

Reading: Choosing our own benefits

What benefits are most popular with employees? A recent study shows that it
Are these sentences true or false?
depends on the age and position of the person in the company. For example, 63% of
senior managers are more interested in private healthcare than a higher salary. 1. A majority of senior managers prefer health benefits to more
However, a majority of employees under 35 would prefer more money to extra days money.
of paid holiday.
2. Most young employees would like a higher salary.
More and more companies are operating flexible systems where staff choose their
own benefits. At DST International, each full-time member of staff receives ₤ 800 a 3. At DST International, all employees have gym memberships.
year, which they can spend on a number of things. These include private healthcare, 4. Most employees at Major Players are not interested in pension
childcare vouchers to help pay for their children’s pre-school costs, or gym schemes.
memberships for those who love sport.
Jack Gratton, the Managing director of Major Players, says most people in his
company are young, and they are not interested in pension schemes. Employees
usually stay only for three years, so pensions are a waste of money. What his staff
often prefer is mobile phones, gym memberships, and extra paid holiday.
Match 1-10 to a-j to give the names of ten job benefits.
Listening
1. Maternity ____ a. Car
2. Flexible ____ b. Healthcare
3. Paid ____ c. Membership Listen to three people describing their job
4. Private ____ d. Holiday benefits and answer the question
5. Gym ____ e. Leave
6. Company ____ f. Hours What benefits are useful or not useful for Anna,
7. Mobile ____ g. Bonus Mark and Valeria.
8. Annual ____ h. Scheme
9. Subsidized ____ i. Childcare
10. Pension ____ j. phone

Transcript
Anna: I’m a mother with two young children. I took this job because it offered me flexible hours. I
get to work at eight in the morning, but then I can leave at four in the afternoon to get the
Speaking
children from school. I also have six weeks paid holiday, which is very useful in the summer
when the schools are closed. I get private healthcare for all the family, and that saves me a lot
of money. I don’t plan to have any more children, but the maternity leave is also good here- six
months on full pay.
Mark: I travel a lot because I’m in sales. So I get a company car with the job. I can use it at
weekends too, which is great as I get cheap petrol. They also give me a laptop for doing all my
You are starting a new job in a new
reports and a mobile phone. I an use the phone for personal calls too, which is useful. And the
kids can use the laptop at weekends. I also get free gym membership. A lot of people go to the company. You can choose 4 benefits.
gym in lunch hour and after work. But it’s not much good for me, because I’m always on the
road.
Valeria: What interested me first about this job was the training courses they offered me. I’ve
Which do you want to have, and why?
done courses in management, teamwork, and customer service. And the company also offers
subsidized childcare. I had a baby last year, so that’s been really useful for me. We also have a
very good company pension scheme, but I’m only 28, so that’s not really important now. What
interests me more at the moment is the annual bonus. That means more money for Christmas
presents in December…. If the company’s results are good.
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
 Warm up
REVIEW UNIT 5-8 1. What benefits do employees have in your company apart
from their salary? Think about holidays, training, extra
money etc…
2. Which jobs or industries have the best benefits in your
country?
3. Think of one benefit which you don’t have but would like.
4. Does everyone in your company have same benefits?

Match 1-10 to a-j to give the names of ten job benefits. Listen to a meeting of festival organizers. The
speaker is giving a report on her research into the
1. Maternity ____ a. Car use of Podpads. Answer the questions
2. Flexible ____ b. Healthcare
c. Membership
1. What was the purpose of the research?
3. Paid ____
4. Private ____ d. Holiday 2. Why did they choose Podpads?
5. Gym ____ e. Leave 3. Who put the Podpads up and took them down?
6. Company ____ f. Hours
g. Bonus 4. How many Podpads did they order?
7. Mobile ____
8. Annual ____ h. Scheme 5. How did the researchers attract people to take part in the
9. Subsidized ____ i. Childcare research?
10. Pension ____ j. phone
6. How many times did they speak to the people in the Podpads?
7. Was the experiment a success or a failure?
 Transcript Match 1-8 below to definitions a-h
I’m here to report on our experiment with Podpads at Summerhouse festival last month. The
purpose of our research was to find the most comfortable place for visitors to stay during outdoor 1. Practical a. Costs less to run
festivals. We wanted to find out which accommodation would keep people dry in bad weather.
Why did we choose Podpads? Because they are much stronger than tents. The makers also have 2. Economical b. Easy to use
an installation team who put up the Podpads before the event and take them down again
afterwards. 3. Attractive c. Fashionable and good to look at
First, we contacted Podpads.com and ordered 50 Podpads for the Summerhouse festival. Then on
our website we offered free accommodation to 50 visitors if they took part in our research. 4. Functional d. Useful
We spoke to our Podpad residents after one night and then again after a second night. All of them
said they would consider hiring a Podpad at the next festival they went to, depending on the price.
5. Stylish e. Small
Finally, we visited the farmers who let us use their land. We asked them for their opinion of the 6. User-friendly f. Useful with little decoration
company. They commented on the efficiency of the team who put up the Podpads and then took
them down as soon as the festival was over. I think we can say that the Podpads were a huge 7. Well-designed g. Beautiful
success. We found that they were popular with both visitors and farmers, and, more importantly,
they will protect the people using them from bad weather. 8. compact h. Planned and made well

Speaking - Practice to make a presentation

Speaking for the following diagram
1. What new products can you buy at the moment? Think
of the following areas
• Food and drink
• Health and beauty
• Education
2. How do companies create new products?
3. What makes a product successful?
4. Do you often try new products or do you usually keep
to one brand?
 GETTING A NEW JOB
Who….
Candidate Employer

Discussing progress 1. Is shortlisted for interview?

2. Offers you the job?
3. Goes for an interview?
4. Updates their CV?
5. Asks for the names of referees?
6. Applies for the job?
7. Advertises the position?
8. Fills in an application form?
9. Looks through the applications?

Then put the stages of getting a job in the Natasha Pieroni is the HR Manager of an engineering
right order company. She’s discussing the recruitment of engineers with
Ben Coulson, the Project Manager. It’s Friday 16 June. Listen
Candidate Employer
and complete the notes in the report.
1. Is shortlisted for interview? Task Date
2. Offers you the job? Ben and Natasha to shortlist candidates Already done
3. Goes for an interview? Natasha to call candidates to arrange Early (1)_________
interviews
4. Updates their CV?
Ben to read all CVs (2) __________
5. Asks for the names of referees?
Interviews will take place (3) __________
6. Applies for the job?
Ben to confirm availability for interviews By (4)__________
7. Advertises the position?
Natasha to prepare detailed job (5)___________
8. Fills in an application form? description
9. Looks through the applications? Ben to speak to MD about salaries (6)___________
 Transcript
Listen again, then match 1-8 with a-h to Natasha: Ben, I want to talk to you about the SNT project.
Ben: Ah, yes. Where are we with recruitment exactly?
make complete sentences Natasha: Well, we’ve already shortlisted twenty candidates.
Ben: That’s good. Can you give me their CVs?
Natasha: I emailed them to you last week. Have you looked at your emails?
1. Where are we ____ a….. running out. Ben: No, sorry Natasha. I’ve been very short of time this week.
Natasha: Well, time’s running out. I need to call the candidates early next week to arrange the interviews.
2. We’ve already ____ b…… the salaries issue? Ben: Well, I’ll ready everything this weekend. Don’t worry. Leave it with me.
Natasha: And what about the interviews at the end of the month? I’d like you to tell me when you’re free. I’ll you
3. I emailed them to you _____ c…… with me. for two or three days.
Ben: Well, I’m not sure at the moment. I’ve got one all-day meeting at SNT that week, but I haven’t heard what
4. I’ve been very short of time _____ d….. Shortlisted twenty candidates. date yet?
Natasha: Look, Ben, the interview are very soon. Can you let me know by Monday morning at the latest?
5. Time’s ____ e….. finished the job description yet. Ben: OK, OK, I’ll do it. By the way, have you finished the job description yet?
6. Leave it ___ f…. with recruitment Natasha: No, I haven’t had time. I want to work on it this afternoon. I also need to speak to the MD about salaries
and benefits. It seems that you and he don’t agree.
7. Have you _____ g…. this week Ben: I’m having a meeting with him this afternoon.
Natasha: OK, so can you deal with the salaries issue when you see him?
8. Can you deal with ____ h…. last week Ben: No problem.
Natasha: Thanks, Ben. So that’s salaries to discuss this afternoon, CVs to read this weekend, and your availability for
interviews by Monday morning. You won’t forget all that?
Ben: No, I won’t

Choose the correct response

Key expressions 1. Where are we with the Lufthansa contract?
4. Can you deal with that customer in
a. We’re in Munich.
b. They haven’t signed yet. Lagos for me?
Asking about progress a. Have you done it?
Saying something is urgent. c. Yes, we are there.
Where are we with….? 2. I can’t contact the IT Manager - his line’s b. I’ll leave it with you.
Time’s running out. c. I’ve already spoken to him.
What about…? always busy.
We’re very short of time. a. I’m very busy at the moment. 5. It’s Friday, and we haven’t even
Have you done …. yet? b. Can you call him? finished the first part of the
Deciding who will do what
Describing progress c. OK, leave it with me. presentation.
Leave it with me. 3. Have you prepared the job description yet? a. Yes, time’s running out.
We’ve already done ….. b. We’ve already done it.
Can you deal with that? a. I did it last week.
We haven’t done ….. yet. b. I can deal with that. c. Where are we?
I did it last week. c. You’re very short of time.
Speaking. Work with your partner. It’s Monday 19 June.
Natasha is asking Ben if he has done the different things.
Have your conversation, using the notes below
Natasha: CVs- read them?
Ben: Read at weekend- all good candidates. Teacher, please remind the students
Natasha: Salaries issue- speak to MD?
Ben: Not yet- no time at meeting last Friday.
to do homework and inform the
Natasha: This morning? Urgent! result on Facebook group.
Ben: OK. Interviews next week. Not arranged dates.
Natasha: No, need to know your availability.
Ben: Sorry- busy. Will confirm by midday. Prepared job description?
Natasha: Yes
 Warm up
1. What problems can you have when you contact a company?
2. Read the comments about poor customer service. Which of these

Customer service
experiences have you had? Which one is the most annoying?
“ You have to wait so long to speak to someone”.
“ They put you on hold and you can’t turn off their awful music.”
“ They ask you to repeat the information so many times and then
nobody can help you”
“ They try and sell you other services”
3. What is your idea of good customer service?

Read the six rules for good customer service in the text below. Does
your company follow these rules? Do you have experience of them as
Match these quotes from a company
a customer? employee to the six rules
1. Answer your phone a. We design every machine to meet the
SIX RULES FOR GOOD CUSTOMER SERVICE specific needs of customer.
1. Answer your phone 2. Keep your promises b. We negotiate special prices for our loyal
The golden rule is “never miss a phone call”, so someone customers.
should always be available to pick up the phone. Your 4. Give complaints your full attention 3. Listen to your customers
company may have to set up a call centre to meet the
Deal with complaints quickly and efficiently. If you have
c. We give customers their money back if
needs of customers. they are not completely satisfied.
to give a refund, do it with a smile. Satisfied customers 4. Give complaints your full
2. Keep your promises will recommend you to friends and get you more
business. attention d. We send our customers questionnaires
Customer want a reliable service, so always do what you every two years to get their opinions.
say you will do. Keep to your delivery dates and you’ll get 5. Take the extra step
repeat business from your satisfied customers. 5. Take the extra step e. We employ 40 people to ensure we
Offer a personalized service to your customer and they
3. Listen to your customers will feel more important. Deal with their requests on a 6. Give customers something deliver on time.
Conduct surveys periodically find out what your personal basis and make sure they know what their
customers think. Learn from their feedback and change options are at all times. extra f. We have four receptionists taking calls
your strategy if necessary. 6. Give customers something extra at all times.
Encourage customer loyalty by giving your regular
customers something extra. Your customers will be
happy to get something they didn’t expect.
 Complete the sentences with a word from the
Listen to three speakers talking about their list. Then listen and check your answers.
experiences of bad customer service. What problems
Dissatisfied helpful impossible loyal unreliable
did they have?
1. They said it was _____ to give me a refund.
1 ______________ 2. Actually, they weren’t at all ______
3. I’m not going to use that taxi company again because they’re so
2 ______________ ______
3 ______________ 4. We’ve been _____ to the same company for years.
5. We were _____ with the service this time.

Speaking: Work with a partner. Ask and talk

Transcript about good and bad experiences you have had
1. Last year I bought a book about the painter Degas from a local workshop.
When I got home, I found the book was in Spanish, not in English. I went back
with customer service, using the prompts
to the shop, but they didn’t have the English version in stock. They said it was
impossible to give me a refund. Actually, they weren’t at all helpful. below to help you
2. I booked a taxi to go to the airport to catch an early flight. The taxi arrived at
my house almost an hour late and I missed the flight. I’m not going to use that
taxi company again because they’re so unreliable.
•What/buy?
3. We bought a new executive chair for our office, but after just a week a wheel
came off. I phoned the company to complain and they said they would send
•Why/ this company?
another immediately. In the end, it took nine phone calls and nearly two •rewards to regular customers?
months to get a new chair. We’ve been loyal to the same company for years.
However, we were dissatisfied with the service this time, so we’ve changed to a
different company. •Satisfied/ dissatisfied?
•Feel about experience?
•Do repeat business?
Teacher, please remind the students
to do homework and inform the
result on Facebook group.

How to respond to complaints
Making complaint menu
Example:
NEIGHBOR COMPLAINT MENU
• They always have noisy parties.
• The dog barks all night.
• The children are really naughty.
• There is always trash in front of the house.
Warm up
•When was the last time you complained about
something?
•Have you ever written a letter or e-mail of complaint?
•Were you satisfied with the way the staff deal with your
complaint? Why?
•Have you ever got a better service after you’ve
complained?
•Have you ever complained in a restaurant, hotel,
airplane or train?
Making complaint menu
•BOSS COMPLAINT MENU
•BROTHER/SISTER COMPLAINT MENU
•HUSBAND/WIFE COMPLAINT MENU
•COLLEAGUE COMPLAINT MENU
•FRIEND COMPLAINT MENU
•RESTAURANT MANAGER COMPLAINT MENU
•BOYFRIEND/GIRLFRIEND COMPLAINT MENU
Listen to three phone calls where people
are making a complaint. Number the
complaints in the order you hear them.
a. ____ A supplier makes a mistake with an
invoice.
b. ____ A supplier doesn’t deliver an order on time.
c. ____ A supplier has sent the wrong product.
Listen again and complete the
apologies
1. I’m ____ _____ about _____.
2. It’s our ____. I’m _____ ______.
3. I do ______ ______ that.
Listen again and match a response to
the right complaint
1. _____ That is a problem.
2. _____ I see.
3. _____ Oh right.
Transcript
1.Supplier: Can I help you?
Customer: Yes, I’m calling because you’ve sent me 20 colour ink cartridges instead of 20 black ones.
Supplier: I see. Can you give me your order number, please?
Customer: Yes, it’s WJ92745.
Supplier: Yes, I’m very sorry about that. I’ll send somebody round tomorrow with the black cartridges. Is
that OK?
Customer: Yes, thank you.
2.
Customer: Hello, I’m calling because there is a mistake with my invoice. It says $1.000 instead of 100.
Supplier: Oh right. Can you give me the number on the invoice?
Customer: It’s RF007/24.
Supplier: Yes, it’s our mistake. I’m terribly sorry. I’ll send you a new invoice.
Customer: Thank you.
3.
Supplier: Optimum Office Supplies. How can I help you?
Customer: Hello, I’m calling because I ordered some paper a week ago and it still hasn’t arrived.
Supplier: That is a problem. When was the delivery date?
Customer: Yesterday morning.
Supplier: I do apologize for that. We’ve having a problem with our delivery agents. I’ll call them to find out
what has happened.
Customer: Don’t worry. I think I’ll cancel the order. It’s not the first time this has happened.
Speaking. Work with a partner. Look at
situations 1-4. Take turns to complain and
reply, using the apologies and the
responses
1. You returned a book to an online retailer, but you have not
received a refund for it. Your order number is AX347219.
2. An IT technician repaired your computer yesterday, but it still
doesn’t work. The technician’s name was Luc.
3. You ordered a taxi for 10.00. It is now 10.15 and it still hasn’t
arrived.
4. You ordered 50 desks, but received 5. Your order number is
OP32497
Role play
Student A: You are staying in a 5 star hotel, there is a famous
rock band staying in the room next door, it is 3am and they are
having a wild party, throwing televisions out the window and
keeping you awake. You have an important business meeting
at 9am.
Student B: You are the receptionist in a 5 star hotel, it is 3am a
guest has come to complain about noise, there is a famous
rock group staying in the hotel, they have paid €1million to
have a party in their room. The hotel is full.

Role play
Student A: You are checking out of your hotel. When
the receptionist gives you the bill it is very high, you Teacher, please remind the students
have been charged for 2 bottles of don perignon to do homework and inform the
Champagne from the mini bar and 2 “adult” movies on
the TV, you didn’t drink any champagne and you didn’t result on Facebook group.
watch the movies.
Student B: You are a hotel receptionist, student A is
coming to complain about his / her bill.

Asking for and giving
opinions
VOCABULARY
1. Satisfied (adj) /ˈsæt.ɪs.faɪd/
2. Policy (n) /ˈpɒləsi/
3. Opinion (n) /əˈpɪnjən/
4. Manager (n) /ˈmænɪdʒər/
5. Control (v,n) /kənˈtrəʊl/
6. Complaint (n) /kəmˈpleɪnt/ |
->... (v)
7. Action (n) /ˈækʃn/
8. Product (n) /ˈprɒdʌkt/ ->...
(v)
9. Customer (n) /ˈkʌstəmə(r)/
10. Legal (adj) /ˈliːɡl/
11. Retailer (n) /ˈriːteɪlə(r)/
12. Loyalty (n) /ˈlɔɪəlti/ ->...
(adj)
13. Questionnaire (n)
/ˌkwestʃəˈneə(r)/
Warm up
•If you disagree with your boss’s idea, what will you do?
•Are you free to express your opinion at work?
•What happens if you and your colleague disagree with
each other?
Listen to four manager of an international
high street retailer talking in a meeting and
answer the questions
1. What two complaints have customers made?
2. What two plans of action do the manager agree on?
The verbs in the box are often used in
Transcript
Cris: Right, let’s start. The reason we’re here today is to discuss how we can improve our customer service. As
you’ve seen from my email, we’ve had far too many complaints in the last three months. First of all, let’s look at
phrase for asking for and giving opinions. our sales staff. Customers say they’re rude and they don’t know anything about our products. Jeanne, let’s hear
Listen to the conversation again. your idea.
Jeanne: Well, I think we should change the profile of our sales staff. I don’t feel we should employ so many
Complete the box with any of these young people, because they don’t know how to deal with customers.
Kirsten: I don’t agree. All we need to do is give our sales staff a week’s training before they start.
phrases you hear Cris: How do you feel about that, Sven?
Sven: I agree with you, Kirsten. A training course would teach our sales staff how to deal with customer as well
as giving them some information about the company. They would be happier in their jobs and so they’d be more
polite to customers.
think agree Feel Cris: I think you’re right, Sven. OK, so let’s move on to our refunds policy. Customers have complained that it’s
too strict, and we’ve lost a lot of business recently. What do you think, Kirsten?
1. I think 1. I don’t agree 1. I don’t feel Kirsten: Personally, I feel we should give all customers their money back if they’re not satisfied with their
purchase?.
2. 2. 2. Jeanne: I don’t agree at all. Think of the expense! I don’t think we should give refunds to customers if they can’t
produce a receipt.
3. 3. 3. Kirsten: Well, perhaps we should exchange the product if there’s no receipt. Do you agree?
Jeanne: That sound better.
4. 4. Sven: Yes, that’s much better.
Cris: Ok then…

Key expression Speaking: Work with a partner. Ask for

Asking for an opinion and give opinions on the following ideas
Agreeing
What do you think?
I agree with you
How do you feel about that?
I think you’re right. 1. Staff should always be polite to customers.
Do you agree? 2. The best customer should get the best service.
Disagreeing
Giving an opinion 3. The customer is always right.
I don’t agree
I think we should .. 4. Customer complaints are good for a company.
I don’t agree at all
I don’t think we should ….
I disagree 5. Customer don’t always tell the truth in questionnaires.
Personally, I feel we should ….
6. Call centers are very popular with customers.
I don’t feel we should …..
 You work for Pan- European Oil (PEO), which has
petrol stations in your country. PEO wants to
improve customer service in its petrol stations. Have
a meeting to discuss the proposal and decide which Teacher, please remind the students
one is the best. to do homework and inform the
•To introduce a new loyalty card: customers get one free litre of result on Facebook group.
petrol for every 200 litres bought.
•To improve the quality of the food in petrol station cafes.
•To employ new staff to operate the petrol pumps for customers.
•To offer a half-price car wash when customers buy 40 litres of
petrol.

REVIEW UNIT 9-12
Read the six rules for good customer service in the text below. Does
your company follow these rules? Do you have experience of them as
a customer?
SIX RULES FOR GOOD CUSTOMER SERVICE
1. Answer your phone
The golden rule is “never miss a phone call”, so
someone should always be available to pick up the
phone. Your company may have to set up a call centre to
meet the needs of customers.
2. Keep your promises
Customer want a reliable service, so always do what you
say you will do. Keep to your delivery dates and you’ll
get repeat business from your satisfied customers.
3. Listen to your customers
Conduct surveys periodically find out what your
customers think. Learn from their feedback and change
your strategy if necessary.
4. Give complaints your full attention
Deal with complaints quickly and efficiently. If you
have to give a refund, do it with a smile. Satisfied
customers will recommend you to friends and get you
more business.
5. Take the extra step
Offer a personalized service to your customer and they
will feel more important. Deal with their requests on a
personal basis and make sure they know what their
options are at all times.
6. Give customers something extra
Encourage customer loyalty by giving your regular
customers something extra. Your customers will be
happy to get something they didn’t expect.
Warm up
•When was the last time you complained about
something?
•Have you ever written a letter or e-mail of complaint?
•Were you satisfied with the way the staff deal with your
complaint? Why?
•Have you ever got a better service after you’ve
complained?
•Have you ever complained in a restaurant, hotel,
airplane or train?
Role play
Student A: You are staying in a 5 star hotel, there is a
famous rock band staying in the room next door, it is
3am and they are having a wild party, throwing
televisions out the window and keeping you awake. You
have an important business meeting at 9am.
Student B: You are the receptionist in a 5 star hotel, it is
3am a guest has come to complain about noise, there is
a famous rock group staying in the hotel, they have paid
€1million to have a party in their room. The hotel is full.
 Choose the correct response Speaking: Work with a partner. Ask and talk about
1. Where are we with the Lufthansa contract? 4. Can you deal with that customer in good and bad experiences you have had with
a. We’re in Munich.
b. They haven’t signed yet. Lagos for me? customer service, using the prompts below to help
c. Yes, we are there. a. Have you done it? you
2. I can’t contact the IT Manager - his line’s always b. I’ll leave it with you.
busy.
a. I’m very busy at the moment. c. I’ve already spoken to him.
b. Can you call him?
•What/buy?
5. It’s Friday, and we haven’t even
c. OK, leave it with me. finished the first part of the •Why/ this company?
3. Have you prepared the job description yet?
a. I did it last week. presentation. •rewards to regular customers?
b. I can deal with that. a. Yes, time’s running out. •Satisfied/ dissatisfied?
c. You’re very short of time. b. We’ve already done it.
•Feel about experience?
c. Where are we?
•Do repeat business?

Then put the stages of getting a job in the Speaking. Work with your partner. It’s Monday 19 June. Natasha
is asking Ben if he has done the different things. Have your
right order conversation, using the notes below

Candidate Employer
Mike : CVs- read them?
1. Is shortlisted for interview? Ben: Read at weekend- all good candidates.
2. Offers you the job? Mike: Salaries issue- speak to MD?
3. Goes for an interview? Ben: Not yet- no time at meeting last Friday.
4. Updates their CV? Mike: This morning? Urgent!
5. Asks for the names of referees? Ben: OK. Interviews next week. Not arranged dates.
6. Applies for the job? Mike: No, need to know your availability.
7. Advertises the position? Ben: Sorry- busy. Will confirm before 11:00 am. Prepared job description?
8. Fills in an application form? Mike: Yes
9. Looks through the applications?
 Warm up
TRAVEL 1. Which form of transport do you usually use to
• Go to work?
• Travel on business?
• Go on holiday?
2. The “average business traveler takes seven trips per year”
How many trips do you take?
3. What do you like about travelling? What do you not like?

Yotel: the ultimate experience in

airport hotels Work with a partner. Discuss the advantages of
Yotel is a new chain of budget airport hotels where guest stay in small Answer the questions staying at a Yotel. Think about
individual cabins. Situated in one of the terminal buildings at Gatwick Airport, 1. How are Yotel
different from
the first Yotel in the UK offers passengers a place to catch up on their sleep if other hotels?
they have an early flight, a delay, or a long wait between connections. You 2. When might •The location
can check in for a four-hour block and you don’t have to make a reservation. passengers want
Check-in happens at a machine in Reception where guests pick up a key card
to their cabin. Facilities include a techno wall containing a TV screen with a
to use a Yotel?
3. What facilities
•The facilities
are there?
wide selection of films, radio, games, and the internet. The 10m2 premium
cabins have a double bed which converts into a comfortable sofa and the 7m2 4. How do Yotels •The time
save passengers
standard cabins have a single bed instead. Both cabins have shower rooms time?
and luggage can be put under the bed. There is no need for a safe.
To check out guests use a credit card in the machines to pay their bill. While
guests in other hotels have to take a shuttle bus to the airport, Yotel guests
walk straight to the check-in desk, through the departure lounge, and waste
no time in boarding their plane.
 1. This is the flight announcement for flights scheduled
to leave Terminal 1 in the next hour. Transcript
Listen and complete the three texts Flight BA7293 to Singapore at 14.45 has been delayed
until 16.30. Passengers are asked to wait in the departure
3.
lounge and watch the screen for further information. Flight
Passenger: Oh, good morning. I need to get to
FLIGHT DESTINATION TIME STATUS BA 7293 to Singapore delayed until 16.30. Passenger
Copenhagen as soon as possible.
BA7293 Singapore 14.45 (1) d______ until 16.30. Wait in (2)d______. should wait in the departure lounge.
Ticket clerk: Well, Flight EX3465 departs at 13.00.
Flight UA0472 to Boston is now boarding at Gate J13.
Shall I see if there are any seats free in economy
Flight UA0472 to Boston now boarding at Gate J13.
class.
UA0472 Boston 15.30 Now (3)b_____ at (4)G_____ J13 2.
Passenger: Yes, please.
Customer: Oh, hello. Can you tell me what time I have to
Ticket clerk: Yes, that’s fine. Would you like a
Guests are required to (5)c____ before 12 noon and return the check out, please?
one-way ticket or a return?
Receptionist: Yes. You have to leave your room by 12 and
(6)k____ to Reception. Please remember to remove all Passenger: Only one way, please. I don’t know
return your key card to reception.
when I’m coming back.
valuables from the (7)s_____ before you pay your (8)b_____. Customer: Would it be possible to leave my suitcase here
Ticket clerk: OK. That’s £44.49, please.
until I have to go to the airport?
Passenger: Can you tell me what time the flight
Receptionist: Yes, of course. But please don’t leave
(9)f_____ EX3465 from London Stansted to Copenhagen anything valuable in it.
lands in Copenhagen?
(10)o______ ticket Ticket clerk: Yes, it lands at 15.45.
Customer: No, of course not. I’ll take my valuables out of
Passenger: And at which terminal?
Departs 13.00 the safe and put them in my bag. Can I pay my bill by
Ticket clerk: Terminal 2.
credit card?
(11)l____ at 15.45 (12)t_____ 2 Passenger: Thanks a lot
Receptionist: Yes, of course.

Role play Role play

Student A
You are a receptionist at the hotel in Hongkong where
Student B is staying. Use this information to answer
his/her questions:
- Transport: You recommend the Airport Express train
service, which is quicker than a taxi and there is no
problem with the traffic.
23-minute journey to the airport. Cost HK$ 100. Trains
every 12 minutes. First train at 05.50.
- Check in: You recommend the flight check- in service
at Hong Kong railway station. This is for passengers
using the Airport Express service (seven check-in
desks for Cathay Pacific). Open at 5.30 am
- Shops at airport: Cartier, Gucci, Hermes, Muji to Go,
Omega etc
Student B
You are staying at a hotel near Hong
Kong station. You have a flight home
from Chek Lap Kok Airport tomorrow
morning at 10.30 am. Find out the
following information.
Transport: Best way to get there?
Time needed to get there? Cost?
Number of trains per hour? First train
in morning?
Check-in: Where?/ Check-in desks
for Cathay Pacific? Opening time of
check-in desks?
Shopping: Presents for family- any
good shops at airport?
Student A
You are looking for a luxury hotel in
Portugal for a future conference. Phone
the Dom Pedro Palace Hotel in Lisbon
and find out the following information.
Location: Where? How far from airport/
railway station? Free airport shuttle bus?
Facilities: Number of rooms? Air
conditioning in rooms? How much space
for meeting? Any restaurants? Business
centre with computers/ fax machines
etc? Other facilities or services?
Leaving and arriving: Check-in and
check-out time
Student B
You are a receptionist at Dom Pedro Palace Hotel
in Lisbon. Student A will call you to ask for
information. Use this information to answer his/her
questions.
Location: In centre of Lisbon, 7km from Lisbon
International Airport, low-cost mini bus to hotel.
Facilities include: 263 rooms (all air-conditioned
with Internet access), 20 meeting rooms, Italian
restaurant, cocktail bar, sports and health facilities,
shops.
Other business facilities: Business centre on 2nd
floor.
Leaving and arriving: Check out before midday,
check in after 2.00 pm
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
 Warm up
•What goods and services are often bought online?
Order Why?
•What do you buy online?
•Is there anything you would not buy online? If so, why
not?

The Amazon.com and UPS relationship

Two market-leading companies which were founded in the same city Seattle,
Match 1-10 from the text to definitions a-j
one almost a hundred years before the other, signed an important business
deal in 1995. UPS, founded in 1907, is now the largest express delivery
Answer the questions 1. To purchase a. A question
company in the world and Amazon, founded in 1995, has become the world’s 1. In what ways are 2. In stock b. Things you buy or sell
most popular online retailer. Amazon.com and UP
On Amazon.com, customers can purchase goods 24 hours a day, seven similar? 3. Goods c. Transporting products to a customer
days a week after they have checked that they are in stock. Once the
2. What do customers 4. To process d. A request for something to be sent
customer places an order, Amazon is expected to deliver the goods quickly
and offer customers choice, competitive prices, and excellent customer
expect from 5. An order e. To say how much something will cost
Amazon.com? f. To deal with, e.g. an order
service at the same time. UPS helps Amazon meet all of these needs. 6. To quote
Firstly, UPS allows Amazon to process the customer’s order faster. With UPS 3. In what ways does UPS g. To buy
Online tool on its website, Amazon can quote its customers prices for a wide help Amazon meet their 7. A shipment
choice of delivery options. Secondly, customers can track their shipment, expectations? 8. An enquiry h. Goods which are being transported
using the UPS order tracking system. Finally, customers can use UPS’s 4. How does this 9. An invoice i. A document you must pay
excellent Return on the Web services if there is a problem with the product relationship help
on delivery. 10. A delivery j. Ready to sell
Amazon.com?
These tools are not only popular with customers, who can make an enquiry
about the status of their order online, but they also help Amazon cut costs.
Nearly all customer contact is made via the website, including billing, as
customers pay the invoice online before UPS makes the delivery.
 Put the process of ordering in right order. Then
Complete 1-10 with a suitable verb from the box
listen and compare your answer with a manager
from an online retail company
Purchase check place deliver process a. ____ The customer tracks the progress of the order online
quote track make pay make b. ____ The customer makes an enquiry about the supplier’s products and the price.
c. ____ The customer pays the invoice.
1. _____ a price 6. _____ an order d. ____ The customer places an order with supplier by phone, fax or email.
e. ____ The supplier provides information and quotes a price for the product or service.
2. _____ an invoice 7. _____ a shipment f. ____ The supplier delivers the goods to the customer.
g. ____ The supplier confirms the order with the customer.
3. _____ an order 8. _____ a delivery h. ____ The supplier checks that the product is in stock.
i. ____ The supplier gives the customer a date for delivery of the goods.
4. _____ a product is in stock 9. _____ an enquiry
j. ____ The supplier begins to process the order.
5. _____ goods 10. _____ the goods

Transcript Speaking
It all starts when a potential customer phones us or emails us to make
an enquiry about our products. We provide them with the information, • What was the last thing you ordered by phone, fax or the Internet?
then quote them a price, normally within 48 hours, if they want a Explain the process when you buy this stuff?
standard product. The customer then places the order, and we begin to
process it. Obviously, we check first of all that the product or products • You ordered a book online but the delivery is late. Call the call center
are in stock, and then we confirm the order with the customer and give to ask them about the status of your book.
them a delivery date. If they agree with the date, we package the goods • You ordered a book online but they sent wrong book. Call the call
and ship them to the customer. Our customer can track the progress of
their order at any moment, in real time, using our online tracking center to complain about that and ask them to replace the book.
service. We then deliver the shipment to the customer, hopefully to the
right address, with the invoice attached. We then ask them to pay the
invoice within 30 days. Fortunately, most of them do.
Teacher, please remind the students
to do homework and inform the
result on Facebook group.
 Background- Company sets up online
retail service
Choosing a Dixons is a leading electrical retailer and part of the DSG
delivery company International Group, which owns stores across much of
Europe, including Electro World. Dixons once had a store in
most towns and cities across the UK and Ireland. In
response to the crisis in the retail industry, the company is
now concentrating on its online service. It has seen its
Internet sales grow 50%, each year during the last four
years, and it now gets over one million visitors per month.
The company’s CEO has stated that the company intends to
become “the most successful electrical retailer on the web”.

Discussion Listening
•Why are companies like Dixons setting up an online Listen to a logistics expert talking about what online retailers
should consider when choosing a delivery company. Listen to
retailing service? the interview and number the following characteristics in the
•What do you think would make a good online retail order you hear them.
service? Speed of delivery ____
•What does an online retailer look for in a delivery Tracking system ____
company? Delivery options _____
first time delivery rate _____
Price ____
 Speaking
Transcript You work for a company which wants to set up an online service. You
need to find a suitable delivery company. We have three options.
Organize a meeting and decide which company you think is best.
One of the most obvious considerations for an online retailer when choosing
a delivery company is the price of the service. However, a low- cost
company is only a good choice if the service is fast. Customers want the Interglobal Ltd Stable & Sons Nova Solutions
products they order as soon as possible and so a next-day service is the Company history Global carrier since 2000 30 years in the business Founded last year
most popular. They also like to know where their goods are, so an efficient Type of company International National National
online tracking system is essential. It’s important that your delivery company Price €6 per package. Discount starts €10 per package. Discount €8 per package. Discount
offers a number of different delivery options, like early morning or late at 1,000 packages starts at 500 packages starts at 100 packages
evening, to make the delivery convenient for the customer. Some companies Collection Twice daily Daily On demand online
send a text message or an email to their customers to tell them when to Speed Three working days Four working days Two working days
expect their goods. This obviously improves their first time delivery rate. If
Delivery options 10.30 delivery/ 15.30 delivery Daily delivery (including Every day delivery (including
you have to deliver the same product more than once, the delivery is more (only weekends) Saturdays) Early morning Sundays)
expensive for the retailer. Finally, the speed of the delivery can also be Call and collect service and late evening special Notification of delivery
improved if the goods are collected from the retailer daily, twice daily, or on service service (by text to customer)
demand. First time delivery rate 75% 80% 90%
Tracking facilities Via call centre Via email On website

Teacher, please remind the students

to do homework and inform the
result on Facebook group.
 Listening
Listen to a meeting between four colleagues who
are discussing changing the logo of their company.
Making and responding What decisions do they make about
to suggestions 1. The company name on the logo?
2. The designer of the logo?

Listen again and match Transcript

Heather: OK, then. Let’s start, shall we? We’re
here to decide on a new logo for the company. Heather: I’m not sure about that, Ingrid. One thing is
suggestions 1-6 with response a-f Any ideas? the company logo and another thing is the name. I
suggest we use the initials R-A-S in the logo, but keep
Tony: Well, personally. I quite like the old one. our name so that people still know who we are. What
Why don’t we just change the colours, make it do you think?
look a bit more modern, and leave it at that?
1. Why don’t we….? a. I’m not sure about that. Karl: Fine. I think that makes sense.
Heather: I don’t think that’ll work, Tony. We want Heather: Good. Now, let’s move on to the question of
2. Maybe we should b. Ok. Let’s…. something really new here. A state-of-the-art
design that shows how far we’ve come since we
who’s going to design the logo.
….. c. Fine started. Tony: Well, if we want a complete change, we’ll need
to find a different designer. Shall we ask a few local
Ingrid: Maybe we should change the name of the designers to send us a sample of their work, and take
3. He could ….. d. I don’t think that will work. company, too. I mean “Rollinson’s Audiovisual it from there?
Solutions” is quite long, isn’t it?
4. How/ what e. That’s a great idea! Karl: Yes, I think we should shorten it. We could
Heather: OK. Let’s look at some local companies first
and see what sort of work they produce. Tony, will you
just have the initials R-A-S in the logo.
about….? look into that?
f. Yes, I think we should. Ingrid: That’s a great idea, Karl! R-A-S. That Tony: Yes, of course. No problem.
5. I suggest…. sounds good, doesn’t it? How about changing our
name to R-A-S? Heather: Right then. What about style? What are we
actually looking for here….
6. Shall we….?
 Speaking- Work with a partner. Look at situations 1-6
Key expression and take turns to make a suggestion and respond,
using the ideas in the box.
Making suggestions Accepting suggestions Example
Why don’t we (do)…? Yes, I think we should (do)… A: Shall we have lunch in that new Italian restaurant?
Maybe we should (do)… Fine. B: Yes that’s a great idea. I fancy a pizza.
We could ( do) OK. Let’s (do)… Situation Suggestion
How/ What about That’s a great idea. 1. You want to have lunch with a colleague. The new Italian restaurant.
(doing)…? Rejecting suggestions 2. You are launching a new product. An email to all customer.
Shall we (do)…? 3. A friend is unhappy with her salary. Ask for a pay rise.
I’m not sure about that. 4. You need a new supplier. Search on the Internet.
I suggest we (do)… I don’t think that will work. 5. A colleague looks unwell and tired. Leave early.
6. There are communication problems in your office. A weekly meeting

Speaking
Your company is going to open a canteen and would like
your suggestions. Have a meeting to discuss what you Teacher, please remind the students
would like, using the prompts below to help you. Present
your ideas to the class to do homework and inform the
•Location result on Facebook group.
•Hours- all day starting with breakfast?
•Cost- average price of a meal?
•Types of food
 Warm up
REVIEW UNIT 13-16 •What goods and services are often
bought online? Why?
•What do you buy online?
•Is there anything you would not buy
online? If so, why not?

Match 1-10 to definitions a-j Complete 1-10 with a suitable verb from the box

1. To purchase a. A question Purchase check place deliver process

2. In stock b. Things you buy or sell quote track make pay make
3. Goods c. Transporting products to a customer
4. To process d. A request for something to be sent 6. _____ an order
1. _____ a price
5. An order e. To say how much something will cost
6. To quote f. To deal with, e.g. an order 2. _____ an invoice 7. _____ a shipment
7. A shipment g. To buy
h. Goods which are being transported 3. _____ an order 8. _____ a delivery
8. An enquiry
9. An invoice i. A document you must pay
4. _____ a product is in stock 9. _____ an enquiry
10. A delivery j. Ready to sell
5. _____ goods 10. _____ the goods
Listening Transcript
Listen to a logistics expert talking about what online retailers One of the most obvious considerations for an online retailer when choosing
a delivery company is the price of the service. However, a low- cost
should consider when choosing a delivery company. Listen to company is only a good choice if the service is fast. Customers want the
the interview and number the following characteristics in the products they order as soon as possible and so a next-day service is the
order you hear them. most popular. They also like to know where their goods are, so an efficient
online tracking system is essential. It’s important that your delivery company
Speed of delivery ____ offers a number of different delivery options, like early morning or late
evening, to make the delivery convenient for the customer. Some companies
Tracking system ____ send a text message or an email to their customers to tell them when to
expect their goods. This obviously improves their first time delivery rate. If
Delivery options _____ you have to deliver the same product more than once, the delivery is more
first time delivery rate _____ expensive for the retailer. Finally, the speed of the delivery can also be
improved if the goods are collected from the retailer daily, twice daily, or on
Price ____ demand.

Speaking Speaking
• What was the last thing you ordered by phone, fax or
the Internet? Explain the process when you buy this Work with a partner. Tell each other about your last
stuff? business trip or holiday. Talk about:
• You ordered a book online but the delivery is late. Call • The journey
the call center to ask them about the status of your • Where you stayed
book. • Anything that went wrong
• You ordered a book online but they sent wrong book. • What you did there
Call the call center to complain about that and ask them
to replace the book.