ie eal i 2! To =aeiee Abed COMPONENTS NATIONAL GEOGRAPHIC eens Caer ere aca) arc re eld omer uae Rr ISBN: 978 9Scope and Sequence Unit Listening Short Dialogues word 5) BY Office rules Small talk Vocabulary: Office Job hunt suggestions Making suggestions Vocabulary: Job hunt Dealing with customers Solving complaints ies Vocabulary: Male: , The Customer Is Alwa ue Page 32 Office tour Knowing functions Vocabulary: and roles Department Negotiation “4 Vocabulary: Considering a job offer / sh Job offer Preparing for a presentation Presentation skills Vocabulary: Public speech Page 62 i || Writing Interview Instructions Dream job Résumé Survey E-mail response Structure Departments tum your dream and roles fl business Trading items Order estimate A great public Ee ivinga speech Oe Grammar Focus Imperatives Present simple tense vs. present continuous tense Embedded questions Present continuous as future tense Gerunds and infinitives Past continuous tense Reading The Dos and Don'ts of Business Relationships Pounding the Pavement Tips for handling customer complaints Four professionals’ descriptions of their jobs How to Negotiate a Raise Five Keys to a Successful Presentation Listening Practice Discussing jobs Ways to improve English An exhausting day Changes to the organizational structure Setting goals Practicing a speechUnit Listening Short Dialogues Driving to work Vocabulary: Commuting Transportation Public relations crisis Vocabulary: Public images Publicity A business trip At the check-in re Vocabulary: Travel counter iti Cantu) Recruitment Vocabulary: Hiring and retiring Career Search Engine Optimization Taking advantage of the web Vocabulary: Internet Company party Vocabulary: Small talks in parties I partyClass Activity Modes of transportation Crisis management Selling train tickets Accepting or declining a job offer Online habits Gossiping Writing Your commuting choices. Creative solutions Travel journal Self-evaluation Start-up proposal Holiday party e-mail Grammar Focus Past perfect tense Passive voice Present perfect continuous tense Direct and indirect speech Participles as adjectives Real and unreal conditionals Reading Amsterdam: A Cyclist’s Heaven Three public relations nightmares Tips for business travelers Two recruiters share their thoughts New Retail: E-Commerce in the 21st Century Office Holiday Party Survival Tips Listening Practice Telecommuting Catching up with a friend Problems with a business trip Acing the interview Starting a business A charity partyGoal Going to a new company is not easy. In this unit, you will learn how to listen to the rules and instructions. Discuss the following questions with the partner(s) next to you. 1, What do you think a zookeeper might do on the first day of their job? . What were some of the things you were told to do on your first day at work or school? . Do you have trouble following instructions? Why or why not? ES . Are you good at giving instructions? Why or why not?Conversation Listen to the conversation. Trevor: I'm Trevor. It’s great to have you on board. ll show you around the agency. Deanne: Thanks, Trevor. I'm Deanne Trevor: OK then. Here's your swipe card, Clock in at nine every morning. Deanne: That sounds easy, Where’s my desk? Trevor: Please sit over there by the copiers, Deanne: Does that mean I can talk to people making copies? Trevor: Sure. Our colleagues are a friendly bunch. Deanne: So, what am I responsible for? Trevor: Dave will fll you in when your training starts later today. | want to get you set up firs. Deanne: Sounds good. Do | have a computer? Trevor: Of course. That reminds me. You need a password. Ill help you get one. Deanne: Thanks, And when do we eat lunch? Trevor You can take your lunch ftom noon to one. The employee lounge is in the basement. It | has a coffee machine and a TV. | Deanne: All right. Trevor: There's one last thing. Take the stars. Employees on the second floor aren't allowed to use the elevators. Deanne: Got it—no elevator. | can deal with that. Trevor: Oh, | almost forgot. Go to the human resources department. They need some basic information from you. They will also want to know if you can work the weekend shift, (OR 4 dete) A: Hi,mynameis ___, It’s great to have you on board. Let me B: Thanks,m_ _.| can’t wait to get started. Comprehension Choose the best answer to each question. 1. Which department is Deanne working in? a, One close to Trevor b, In the same one as Trevor The IT department a c. The human resources department 2. Where is Deanne'’s desk? a. In the employee lounge b. Near the elevator c. Close to the copy machines d. Near the coffee machine 3, What does Deanne need? a. Aphotocopy machine b. Anew computer | c. Acode to access the computer d. A special elevatorBD nev sonst te Key Vocabulary Match each word with its synonym or definition. 1. agency a. working hours | ____ swipe b. akind of company ___ 3. copier . coworker; someone we work with ___ & colleague 4d. group of people 5. bunch ¢, aplace where workers relax ____ 6 elevator f. have the obligation to do something ____ 7. responsible g. get started; get organized ____ 8. setup h, a photocopy machine ___ password i. used to go to a different floor _____ 10. employee lounge j movea card over a machine ___ 11. deal with k, secret numbers or letters for accessing something ____ 12. shift |. handle something Short Dialogues (3)A. Listen and repeat the following expressions. ‘A: When did you come on board? B: I've been working here for eight months. ‘A: Were you late this morning, Justin? B: No. I just forgot to clock in. A: Are there any office rules | should know? B: They are written in the Employee Handbook. You should spend some time reading i ¥ Have you gotten set up in your new apartment, | Fernando? B: Not yet. | still need to unpack my books. | have to buy a sofa as well. A: What will be responsible for in this project? B: Fred can fill you in on that, Fred, could you help explain the responsibilities for Laura? C: Sure, no problem, | can do that right now. Basically, you'll field customer phone calls. B. Find two partners. Practice the dialogue. Then replace the words in green with the information below. partners name | six weeks / almost a year this afternoon / tomorrow office; partner’ name | consult it from time to time | morning; organize the take charge of | get a keyboard; desk plant schedule partners’ namesClass Activity Write your answers in the You column. Interview your classmates. Write the names of those with the same answer in the Classmate column. (If you do not have a job, ask your teacher to assign you an imaginary one.) ees Classmate | 1, What time do you start work every day? is one responsibility that you have? 3. What kind of company do you work in? 4, How are your colleagues? 5, Where is your desk? 6. What job do you hope to get in the future? Culture Corner Avoid asking personal questions when first meeting someone at work. This includes questions about marital status, sexual orientation, living arrangements, earnings, and so forth. Such questions are not really appropriate at the office, especially when you first meet someone. Writing We often use the imperative voice when we give directions or instructions. When using imperatives, remember to drop the subject and begin with the verb. For example, “You can push this button” becomes “Push the button.” Imagine you are telling someone what to do on their first day at a new job. You can either think of a specific job yourself, or choose one from the items in the box. Give them instructions, with some easy steps. faxa document make copies turn on the AC order stationary prepare for a meeting write the meeting minutes give a presentationBD tere Arcana Grammar Focus Imperatives ‘We use imperatives to give instructions or directions, and even tell someone what to do. With imperatives, drop the subject and begin with the infinitive of the verb, minus the to. Example: You to take the stairs. (*) We first drop the subject you and then fo. > Take the stairs. (¥) We understand the subject is you, normally because the speaker is talking directly to us. We sometimes add please to the sentence to make it sound polite. “> Please take the stairs. A. Convert the following sentences into imperatives. 1. You want someone to deal with a broken copier: . You hope your friend will not leave: 3. You don't want a colleague to talk on his cell phone: 4, Youneed some help to write a letter: 5. You want an employee to eat in the employee lounge: B. Convert the following imperatives into normal sentences. 1. Turn off the light. (you) . Do this assignment. (Jessica, I) . Help Todd. (you) . Get the report done by five. (Claire, !) . Take this to human resources. (Amy, !)Reading A. Read the following announcement. The Dos and Don'ts of Business Relationships Meeting people in the business world | can be difficult, even for someone who is experienced, For a new employee, this can sometimes be more than he or she can deal with. Here are ten simple rules to remember for your first, or next, meeting with an important customer. 1. Stand up when someone you are meeting enters the room. This shows respect and good manners. Listen carefully, Others can tell when you are not paying attention. Don't look at your phone, or elsewhere in the room. Remember peoples’names and use them. Nobody likes to be addressed as “You!” Make eye contact. f you do not, people may think you're trying to hide something. Don't interrupt. Make sure the other person has finished speaking before you say something. Do not answer your cell phone if you are meeting with someone. This tells that person they are not important to you, oF less important to you than someone else. Check your attire. f you are in a meeting someone in a nice restaurant, itis inappropriate to wear jeans and a T-shirt. . Dor't be late. It will likely upset many people if you do not arrive on time. Watch your posture. If you get too comfortable, this could make others feel uncomfortable. Sit up in your chair or stand up straight if you are on your feet. 10, Don't talk about controversial topics, such as race or politics, It's too easy to say the wrong thing. Many people don't like personal topics either, especially when they have just met you! Building business relationships is never easy. If you work for a famous company, it can help, but it's not a guarantee of success. You can still hurt a business relationship not due to the products or services you offer, but rather by the way you behave. No matter how much experience you gain, there is always room to improve. B. Check the tips the writer agrees with. ees Don't move when you meet | ai recat ee | Only answer some phone calls. “Relax your body and get Focus on what people are saying. eamtactablel Don't be late. Don't use names when you call for someone. | Wait until people finish talking, ~ [avoid certain topics.BED te new Aronian Vocabulary Checkup Match each word with its synonym. __ 1. addressed a. promise 2. interrupt b. act ___ 3. attire c. body language ____ 4. posture d. cutin 5. guarantee e. called ___ 6. behave £. clothing Listening Practice A. isten to the conversation. Then fill in the missing words below. Bill: So, how do you like working here? Deanne: | ike it a lot. 'm still having trouble waking up in the morning though. At my last job, | worked the (1) shift, Bill: 'm not a morning person either. Take a (2) during your lunch break. That will help. Deanne: That's a good idea. By the way, the manager wants me to work weekends, but I can’t. have classes on Saturdays. ell him the (3) then. want to, but Im alittle nervous. Bill: Write him an e-mail. That way, you can fix the mistakes and make sure it sounds (; esaniangeeaanatoed Deanne: | guess I'm just not good at dealing with problems like this head on. Bill: Well, you said you have classes, right? (es. hen you are going to have to (5) with it. guess you're right. Bill: Say, do you want to have lunch together? We can talk more about this then. Deanne: Iid love to. Meet me (6) at 12:10.1 know a good restaurant nearby. (a B. Listen to the rest of the conversation. Then write the answers. 1, Did Deanne take Bil’s advice? 2. What does Mr. Lee think about going to school? 3. Does Bill like Deanne’s joke?Lote . - aii No) HaiGoal When looking for a job, there are many steps we must take, In this unit, you will learn about job hunting, Discuss the following questions ith the partner(s) next to you. What are some common ways to look for . How do you search for . Do you think your univer studies should match your field? . What should you prepare before you start a job s(@) Conversation Listen to the conversation. Bart: You look busy, Shannon. Shannon: I'm trying to find a job as an accountant inan international company. | have been unemployed for a long time. Bart: So, how's the job hunt going? attended three interviews last week. I don't think anyone will call me back though. i Bart: Why not? Shannon: Every time | go to an interview, | see other applicants. The competition is fierce and there aren't many jobs in my field right now. I've been applying online for anything | can find, but still no luck. Do you have any suggestions? Bart: In addition to searching the online job boards, you could try cold calling. Shannon: Shannon: What is cold calling? Bart: Cold calling means sending your résumé to lots of companies. Shannon: What if they aren't hiring? | Bart: That's OK. What have you got to lose? Shannon: It seems like a waste of time. Bart: Lots of people find work cold calling. Employers often see something that interests them on a résumé. Or they notice your work experience and educational background, | That's how | got hired. Shannon: Maybe you just got lucky. | Bart: Sometimes, you need some luck to find a job, especially a good job. But persistence can pay off. ORS ake ‘A: Howis your job hunt going? B: It’sgoing just polished my résumé and __.| think |have to j ‘ | Comprehension Circle True ot False for each of the following statements. | 1, Shannon has a lot to do. True / False 2, Shannon wants to find a job in an international company. True / False 3, Shannon went to four job interviews. True / False 4, Nobody else is applying for the jobs. True / False | 5, Bart doesn't know how to help Shannon. True / False 6. Shannon should try applying at companies not looking for workers, True / False 7. Cold calling means applying for jobs in the newspaper. True / False 8. People find jobs cold calling. True / FalseLED tj ant Key Vocabulary Fill in the blanks with the appropriate words. accountant unemployed international hire applicant competition fierce advertise Sheila is ___.. She can't find a job. 2. The wants to work in our office in Tokyo. Let's give her a job. 'm good at math. | should be a(n) 4, This company has offices in over thirty countries. There isa lot of ___ in this field. It’s hard to be number one, Mitch is a(n) competitor. He hates to lose at basketball Ifyou want to have more business, you must on the Internet, PxNan We are going to two new workers. We'te really busy. Short Dialogues | (8) A. Listen and repeat the following expressions. | A: How’s the job hunt going? B: Not so well. I'm still unemployed. ‘A: How long have you been pounding the pavement? B: About a month. | keep looking, but I still haven't found a job. A: Cold calling isn't a waste of time. B: Yeah, you're right. I'm going to send my résumé to more companies. A: Maybe you can search for a job via | inked) B: | tried. | have lots of contacts there, but it still took mea lot of time to get the right ones. A: My job hunt isn't going all that well. B: Did you ask Brent? Maybe he can hook you up. C: Yeah, my company is always hiring. Maybe you can e-mail me your résumé and will help you ask around. B. Find two partners. Practice the dialogues. Then replace the words in orange with the information below. a jobsite Quite well.; having some interviews this week give me your two months online CV; e-mail my CY to the companies I'm interested in send it to the and I just spent a little time human resources partner's name department |Class Activity Talk to other students. Ask what job they want to have. Then ask their majors and write both pieces of information in the chart. Then decide whether their major is related to their dream job and write Y or Nin the final column. Use the example to start a conversation. Example: A: Hi. My name is _____. What job do you want in the future? B: | want to be a(n)_ A; That's interesting. What's your major? B: | major in ee In the West, its OK to ask someone what their job is, or just ask them what's new with their job or how it's going, However, people do not usually talk about their salary. Itisn’t OK to ask someone how much money they make. Writing Read the following résumé and use it as a guide to make your own. Then compare with a classmate. Mark Thomson 2624 Drake Street Bakersfield, CA = markting@[Link] + OBJECTIVE | ‘To gain experience working abroad + EDUCATION 2011 BA in French University of California, Berkeley + WORK EXPERI 2012 - present ‘Translator at City Publi 2010 - 2011 Editor at the Berkeley Beat + ACTIVITIES | Volunteer at the Oakland Center for Adult Learning + REFERENCES Available upon request hers‘he job Hon Grammar Focus ee Present Simple Tense vs, Present Continuous Tense Grane ace Geese To talk about something we are doing right now; describing a situation that is currently in progress To talk about things we normally do, such as fixed routines or our habits reir Trulia) | Use the base form of the verb fe q FRITS | Add s or es for third-person singular |P@ Ve"? + Ving + Lam going to a job interview. Wish me luck. ‘* Darius and Kevin are watching a demonstration. They are sitting in the conference room. +# [go to the office five times a week. + Francis writes a report of her monthly, etal sales and the target for the next month, Note: In English, time words (yesterday, tomorrow, today, and so on) are often left unstated. We listen for the verb tense in order to understand when something happens. ‘A. Complete the following paragraph with the present simple tense or present continuous form of the verbs given. Yolanda (1) (look) for a job. Every day, she (2) (read) the classifieds in the newspapers and (3) (check) online. She 4) (want) to find a job in an international company. She wants to be an accountant. That is why she (5) (apply) to a lot of investment banks right now. Yolanda has a strong educational background, She has a degree in business. She also (6) (speak) English. In fact, she (7)_____ (go) to English class three times a week. She doesn’t have a lot of experience, but she (8) (work) diligently and is friendly. Hopefully, she will find a suitable job soon! She (9) try) very hard. B, Fill in the blanks with the present simple tense or Present continuous form of the verbs given. 1. Jacob (cycle) to work every day. 2. Mary (make) a pot of coffee for his teammates now. 3. Dylan (jog) to the gym twice a week. 4. ra (fill in a job application for a sales representative. 5. Roger (e-mail his coworkers at least 20 times a day.(3) Reading ‘A. Read the following report on job hunting. Pounding the Pavement | Most people have to look for a job at least once in their life. According to statistics, the | average worker in the United States changes jobs three to five times in their lives. Sometimes | they're recruited by a different company and don't have to hunt for a job. Usually they find the position on their own, We talked to three people about how they found the jobs they are | currently working at, This is what they had to say. [had a hard time finding a job after [finished university. There were a Jot of people in the job market here in New York City with university | degrees, After trying for five months to get a job that suited me, I decided to start my own business. [ borrowed money from my parents and opened a pasta shop. It hasn't been easy, but we are finally turning thea A a profit. 1am thinking about opening a second branch soon, I have Michael Crowe even become a pretty good cook. I went to business school in Beijing. Since English is spoken a everywhere, I decided to learn this language as well. The university | Lattended offered language classes, 1 also went to a cram school in | (=~ | the evenings to practice more. Afier graduating, I sent my résumé to | (2 me) twenty international companies in China. Several places called me be in for an interview. Now lam employed at a shipping company in Denise Andersen shanghai. Someday I hope to work abroad. | would love to find a job in Australia or New Zealand. I think it would be a great experience. l| Tnever went to college. I never did well in school, so I didn’t think it "was for me. After high school, [ was hired by a construction company in Glasgow. Building houses isn't easy. The hours are long and the 4% pay is low. | work fifty hours a week, too. My parents say I should go back to school. Maybe they’ right. Going to night school is a good 2X. idea. 1am interested in studying accounting. In the future, I want to | | Angus McDonald find a stable job with good pay. I dor't want to be out pounding the | | pavement, looking for a low-paying job when I am forty-five years old. B, Whois described in each question? Check the appropriate names. studies: ngli | | | works for him / herself? wants to return to school? ‘hopes to work in another country? | did a lot of cold calling? | makes homes for a living? | [gotaloan to openabusiness? |‘The Job Hunt Vocabulary Checkup Match each word with its antonym. mag 1. easy a. local ~ JoB ___ 2. borrow b. past EARCH Bi i SEARCH A, international ©. enroll ae ___ 4. graduate d. fire am Bt 7 @ 5. hire e. lend AHL} arniosion 6. future f hard Listening Practice (ida. Listen to the conversation. Then fill in the missing words below. Frank: So, how's the job hunt going? Debbie: Great.!hadan(1)___ yesterday. think it went well. Frank: What kind of job is it? Debbie: it’s working for an (2) _____company. Frank: You need to practice speaking English then. Debbie: | know. What do you (3) ? Frank: Read the newspaper out loud every day, if you can. You should also take evening (i eerreeeereeee eee Debbie: OK.| will sign up for a course, Frank: And don't be afraid to talk. Your English is already pretty good. Debbie: Thanks a lot, Frank. | really (5) it. 6) B. Listen again. Then check the man’s suggestions. Suggestions: +» Work for a local company Go to an international company . Don't be afraid to speak - Get a new dictionary . Read the newspaper daily . Take some classes - Be careful not to make mistakes . Look for a new job; c The Customer Is Always Right Reker eer Pea en Cuca4 4. Is Goal At some point, almost everyone will have to interact with the people buying their products or services. In this unit, we'll talk about the right and wrong ways to do so, Discuss the following questions with the partner(s) next to you. 1, Ifyou had a chance to take a ride on the Great Elephant, what problems would concern you the most? 2. Do you have any experience contacting customer service? 3. What does the expression “The customer is always right” mean? Do you agree? important to apologize to the customer?(i) Conversation Listen to the conversation. 26 May: Ben, | have a problem on my hands. Can lask your advice? Ben: Sure, what's up? May: There's a customer at one of my tables. He's a regular, and usually he’s pretty polite, but tonight he's been very rude tome. Ben: How so? May: He's been complaining about everything. “The soup is too cold’“My steak is under- cooked;""My drink tastes watered-down,’ I've brought him replacements for just about everything, and it’ like he blames me for these mishaps. Ben: Well, it’s obviously not your fault, but you're the first point of contact with the customer, so you have to deal with it, May: | know. I'm trying to be civil about it. Ben: Did you tell him where our Suggestion Box is? He could fill out a form with his complaints. Or, better yet, you could have him speak with the manager. May: | told him about the Suggestion Box. Ill also have the manager go over and have a word with him. Ben: Good idea. Even though it sounds like he’s being unreasonable, he is a regular. Regulars keep us in business, so it's a good idea to keep them satisfied. OSS A: Excuse me. There is a problem with my B: Please accept my apologies.| will speakto___and_right away. Comprehension Choose the best answer to each question. 1. What is the woman's problem? a. Acustomer is speaking too loudly. b. Acustomer is making a mess. ‘c. Acustomer is refusing to pay his bill. d. [Link] is making a lot of complaints. 2. What did the woman do? a. She had the customer explain why his drink tasted bad. b. She told the customer where he could make a suggestion. c. She had the manager go and speak with the customer. d. She told the customer to leave the restaurant at once. 3, What will likely happen next? a. The manager will go and speak with the customer. b. The customer will be kicked out of the restaurant. c. The woman will bring the customer a new drink. d. The customer will eat his steak.Fas aaa ARI Key Vocabulary Fill in the blanks with the appropriate words. advice polite rude undercooked watered-down replacement mishap civil unreasonable satisfied When speaking to customers, it’s important not to be Ihave a small problem, Can | ask your __ ‘As a waiter, you should always be when dealing with our customers. Excuse me, waiter? | think my hamburger is : Overall, Iwas very with my dining experience at Outback Steakhouse. This drink is can barely taste the rum at al, Though the customer was behaving badly, Mary acted in a very __ manner. There was a when the waitress spilled a drink on the customer at table 2. Its to ask for a free meal just because the drink had too much ice in it. Se PN aM aAwN ).'m sorry that your food isn’t up to your standard, sir. ll bring you a right away. Short Dialogues (i) A. Listen and repeat the following expressions. ‘A; What's the matter? You look annoyed. B: The customer over there is complaining. A: One of the customers was not satisfied with our service, B: How so? Did you ask why? A: May lask how you would rate our service? B: Hike your service. | would rate it five out of five. A: There are some negative reviews about our dyones on this website. B: Really? What are customers complaining about? A: There's a customer with a complaint about his food at table 3. What should I do? B: Let's tell the manager. Mir. Wilson, can you help handle a customer complaint at table 3? : Sure, Ill go and see what the problem is. A: Thanks. ll go with you since | served that table. B. Find two partners, Practice the dialogues. Then replace the words in blue with the information below. Ger. XE} Role C upset / worried isfied with; one out | OK, I'll go check it out. / No happy about; product / food | of 10 stars / below average problem, I can do that in just laptop / tablet / cakes / toys partner’s name a minute. hamburger / salad / steak28 Class Activity Walk around and ask your classmates the following questions. Count their answers in the notes section. Then calculate the percentage of people who answered “Yes.” ees 1, think “the customer is always right”? 2. ever get cranky at work or school? 3. bicker with colleagues or classmates? 4, like to eat in foreign restaurants? 5. enjoy spicy food? | 6. apolo; Keo g In Western cultures, in general, it is perfectly all right to raise a complaint when dining at a restaurant. However, these complaints are usually raised in a very polite, quiet manner, and are dealt with quickly and courteously, when you're late? Writing You are the manager of a restaurant. Write a response to the complaint e-mail. To: manager@[Link] From: Marcy Duncan Subject: Food and Service Dear Manager, ''m writing to you in regard to my dining experience at O'Ryan’s Grill on the evening of November 27th. Unfortunately, it was not enjoyable at all. First of all, although | had made a reservation in advance, it was somehow misplaced. As a result, my friend and I were forced to wait at the bar for 45 minutes for a table to open up. Then, when we finally got a table, it took 15 more minutes for a waiter to bring us our menus, and another 10 minutes for that waiter to take our order. After that, our food took 45 minutes to arrive, and when it did, my pizza was cold, and my companion's pasta was undercoo! | brought these problems up with our waiter, but rather than try and solve the problem then and there, he seemed to want to get us out the door as quickly as possible, and instructed me to send you an e-mail. | would like to know what you plan to do to make up for this terrible service. Sincerely, Marcy Duncan iniECL CARER Grammar Focus SY Embedded Questions We use embedded questions to soften our tone and to sound more polite. Embedded questions can be confusing to learners, as the subject often comes before the verb. In other words, the verb is not in its normal place in the sentence’ structure. Look at the following examples, Notice how the verb and noun order changes: Common structure: Where is the manager's office? Embedded question: Do you know where the manager's office is? Some commion ways to start embedded questions are: + Do you know... ? + Could you tell me + Would you mind V-ing...? + You wouldn't happen to know. + May Lask...? = (, would you)? A. Convert the following statements or questions into embedded questions. 1. Why are you so cranky today? 2. What is the customer complaining about? 3. What do you want to order? 4, Where are you staying tonight? 5. Did you tell them when to come? B. Revise the following passage so that the underlined statements or questions are converted into embedded questions. ' work at a restaurant. Last night, my coworker Amanda looked mad."Why are you so angry?"I asked. "Why do customers have to be so difficult?” she replied. "What's the problem?" further inquired. She told me a customer had made several complaints about the food and service, in spite of her best efforts. "What have you done to solve the problem?" | asked. She said she offered the customer a free meal. “Isn't that enough?" she asked, “Usually, yes/"| replied, “but maybe it’s best if the manager has a word with him.(3) Reading Read the following tips about dealing with customer complaints. Be Calm When a customer complains, it's easy to get defensive. This should be avoided at all costs. Instead, always speak in a relaxed manner. Begin by asking what the problem is and what you can do to immediately resolve it. the customer is agitated or angry, they will only calm down if you are calm yourself. Open Your Ears, Close Your Mouth Oftentimes, a customer doesn’t so much want to hear an apology ora solution from a member of the wait staff when there is a problem with the food or service. Rather, they just want someone to hear their complaint and know that the complaint has been heard and understood. So make sure you listen to what they have to say. When you do speak, your words should be short, gracious and to the point. Try not to interrupt the customer while they are voicing their complaint or concern. Just the Facts Gather the facts, or the important information regarding the customer's complaint or concern. "What is the problem?" is the question that should obviously be asked first. What led to the problem? Who, or what, caused the problem to occur? These are also questions | that will need to be answered before you can go about the final step in the process. Provide a Solution | Finally, after calmly listening to the complaint and getting all the facts, you should offer a way to solve the problem. If the problem is complex, itis probably best to have the manager come and handle it. The last thing you want to do is make a promise to the customer that you can't fulfill. But if it's an easy fix, such as offering a replacement dish or drink, tell the customer you'll have the replacement to them right away, and apologize | on behalf of the restaurant. Try to remain upbeat, but don't make the customer feel as though they are being pandered to. Treat them with the same care, honesty and respect you would give to a friend or family member. le True or False for each of the following statements. 1. When a customer complains, it's best to get defensive. True / False 2, It’s more important to listen than itis to speak. True / False 3. Offera solution before gathering the facts. True / False 4, Treat customers the same way you would treat your friends. True /False Ifa problem is complicated, let the manager solve it True / FalseED Warsarcamren Vocabulary Checkup Fill in the blanks with the appropriate words. upbeat understood interrupt promise concern When handling a customer complaint, there is nothing worse than making a (1) _ f you can‘t fulfill. When handling a complaint, try to stay (2) , even if the customer is being rude, shouting, or even saying things that are inappropriate. Often, if they feel that you share their (3) __ , they will calm down. When it comes to complaints, customers really just want to know that they have been (4)__ So, listen first, don't 6) __ i follow these steps, and most complaints will be taken care of with ease. Listening Practice (ia)A. Listen to the conversation. Circle the mistakes in the sentences and write the correct words. 1. First of all, my customer in Beijing called in with a complaint that they received the order late. 2. Sol had to spend all afternoon tracking down our copy of the invoice because it had been misplaced. 3, That sounds like a plan. 4, They said their order was over two weeks late in arriving, 5. Sure enough, they said the shipment was sitting in their office, 6. 7. It seems like you might want to consider changing security companies. ‘nally, a customer in Shanghai phoned to say their order showed up early. 8. Yes, I'll have a talk with her first thing next Monday. (7a) B. Listen again. Then answer the questions. 1. Where do most of the problems the woman is experiencing seem to lie? 2. What does the man say about the receptionist? 3. What happened to the invoice for the Beijing order? 4. What was wrong with the order for Tokyo? 5. What happened to the Shanghai order?Listening Test (2) Part 1 1 i || Ga) Part 2 (i) Part 3 i response to each question. 7. What does the man need help with? i a, Remembering his old password b. Logging in to Tracy's computer . Thinking of a new password | d. Setting up a new password 8. What does the man mean when he says he wants to"log in’to his computer? i a. He wants to access his computer. b, He wants to fix his computer. ! ¢. He wants to scan his computer. d. He wants to install a program on his computer. For each question, you will hear four statements about a picture. Select the statement that best describes what you see in the picture. t You will hear a question or statement and three responses spoken in English. Select the best response to the question or statement. You will hear some conversations between two or more people. You will be asked to answer two questions about what the speakers say in each conversation. Select the best 9. What problem did Pete have at his last job? a. He would come home in a bad mood. b, He never arrived to work on time c. He didn’t know how to cook yet. d. He didn’t get along with colleagues. 10. How does Ryan feel about his first day in charge of the kitchen? a. He's very nervous. b. He's calm c. He's sad. d. He's scaredr (i) Part 4 You will hear some talks given by a single speaker. You will be asked to answer two or three questions about what the speaker says in each talk, Select the best response to each question. 11. Why did the speaker schedule the meeting? a. Time was running out before the holidays. b, Many customers’ shoes didn't fit right. c. There were some customer service issues. d. Employees weren't being flexible enough. 12. Which of the following is NOT mentioned as a key to customer service? a. Bickering b, Sympathy c. Attitude d. Perspective Dealing with Customer Complaints— Standard Operating Procedure Find out what the problem is Isit solvable at frst point of contact? ves \% Take steps to solve the Contact on-duty problem quickly, manager courteously and immediately professionally Reading Test Part 5 13. Look at the graphic. What should the waiter have done first? a, Tasted the soup b. Asked the customer to leave c. Contacted the manager d. Replaced the wrong order 14, What was the speaker's problem? a. She had a problem getting a table, b, Her bill was incorrect, . She didn't get the food she wanted. d. Her soup was too cold, 15. What is true of the speaker? a. She won't go back to the restaurant. b. She will give the restaurant another chance. ¢. She will dine at the restaurant again. d. She will give the restaurant a good review. A word or phrase is missing in each of the sentences below. Select the best answer to complete the sentence. 16.1 have been__ the pavement for weeks, but | still don’t have a job. a. piping b. pounding © playing d. prepping 17.'m going to have my lunch in the employee today. a. lavatory b. loose c. luge d. lounge18. Katherine is a very___worker. She 20. James is very __. He always says “please” won't stop until a projects done. and"thank your a. different a. awkward b. dedication b. rude c. diligent . polite d. desperate d. unreasonable 19,Darren has many job___. 21. There was a(n)__at table three. Jane Seok spilled a drink on a customer. b. responsibilities a. mishap c. responsiveness b. advice d. responses © promise d. reaction Part 6 Read the text below. A word, phrase or sentence is missing in parts of the text. Select the best answer to complete the text. Questions 22-24 refer to the following passage. It's difficult to know how to act on your first day at work. Remember to make eye (22)__. (23)____ Inaddition, don't (24) __ others. Wait until they're finished speaking, then you can say something. Posture is also very important. People seem more confident when they stand up straight. 22.a. contact 24. a, interrogate b. contracts b. interest . connect . interrupt d. context d. interview 23.a. Listening well makes the speaker feel as though they are respected. b, Sitting up straight will give you the appearance of being authoritative. . Speaking up makes people believe that you are confident in what you're saying. d. People need to know that you're focused on what they are saying.r Part7 In this part, you will read a selection of texts. Each text or set of texts is followed by several questions. Select the best answer for each question. Questions 25-26 refer to the following ad. Hall & Elkington Public Relations is looking for two intems to join a creative and fun team of professionals. -[1]- The successful candidates will be responsible for developing PR. strategies fora number of our firm's small business clients, -[2]~ Applicants must be comfortable | developing relationships with new clients. They also should be diligent and willing to learn new skills. [3]-The interns must have or be pursuing a degree in public relations, marketing or a similar area of study. Does this sound like a good fit for you? -[4]- IF so, send your résumé to Jean. Phillips at hiring@[Link]. 25. Which of the following areas of study 26. In which of the positions marked [1], (2), [3] would NOT be acceptable for an and [4] does the following sentence best applicant? belong? a. Public relations “These are part-time positions with good b. Art history Pay.” at] ©. Business d. Marketing b [2] « BI d. [4]Questions 27-30 refer to the following résumé and e-mails. Dale Williams 312 Bayview Street Carson, NV 87211 _williams@[Link] OBJECTIVE To join a team of creative web designers + EDUCATION Bachelor of Arts in graphic design, Un WORK EXPERIENCE May 2012-present ‘Web development intern at Premier Web Design January 2009-January 2012 Assistant at Quick Fix Computer Shop «+ SKILLS Proficient in Dreamweaver, C++, HTML REFERENCES Kelly Dean, Professor of Visual Design, University of Idaho k_dean@[Link] sity of Idaho 2013 Gregory Frederickson, Developer, Premier Web Design gfrederickson@[Link] _williams@[Link] From:allison_oliphant@[Link] Date: March 24, 8:34 a.m. Subject: Position at Create Web Design Dear Mr. Williams, The hiting staff here at Create Web Design saw your résumé on Linkedin and feel you could be a good fit for our team. We would like to speak with you about a possible full-time position as aweb designer. More information about our company can be found at [Link]. Are | you available for an interview this week? We look forward to your reply. Sincerely, Allison Oliphant Human Resources Manager Create Web Design [Link]@[Link] (853) 2194-5619— To: allison_oliphant@[Link] | From: d_williams@[Link] Date: March 24, 9:07 a.m. Subject: RE: Position at Create Web Design | Dear Ms. Oliphant, Thank you very much for contacting me. | have heard of Create Web Design and your company’s reputation as one of the top design firms is well-known. | would greatly appreciate the opportunity to interview with you. | can come to your office any time next week. Just let me know what date and time is most convenient for you. | look forward to speaking in person. | Sincerely, Dale Williams 27. Which of the following skills or programs 29. What does Allison ask about in her e-mai is Dale NOT familiar with? a. What date Dale would like to start the job SoM b, Whether she can contact Dale's references pe Dreamueaver ©. When Dale is available for an interview HTML d. What Dale's home phone number is CH 30, What does Dale say about the company’s 28. Where was Dale's résumé posted? reputation? a. [Link] a. Itis thought of poorly. b. [Link] b. Itis highly regarded. . [Link] ¢, Itis not well-known. d, [Link] . Itis not yet famous.Goal No matter what job you have, important to know how We'll learn a bit about di departments in this unit, ha group to list the les and departments of employees in your school or company, Neue CM eeccnene(8) Conversation Listen to the conversation. 40 Michael: Denise: Michael: Let's go; I'll show you around so you can Denise: All right. Thanks, Michael. Michael: Sure. Over here is the accounting Hey, Denise. Have you gotten the full office tour yet? I've been introduced to a few people, but no, | don't really know my way around the office that well. get to know everyone's roles. department. They'te responsible for tracking all the money that goes in and out of the company. If you ever need some help with math, this is where to come. Denise: Ha ha! OK, I'll be sure to remember that. What about those people over there? Michael: They're all part of the research and development team. They're charged with making Denise: sure we produce toys that meet the demands of our customers. And further down is the marketing department. The guy waving to us is Henry, the director of marketing. To the left of marketing is the IT department, right? | already met Phil after my computer wouldn't turn on. Michael: That's right, Now take a look out the window. That warehouse across the street is where most of the manufacturing department works. Denise: I'd love to check out the whole production process sometime. Michael: Oh, yeah? Well, let's make a plan to visit the warehouse tomorrow, Denise: Sounds good! ae eaCes A: Ifyouhave problems with __, you can go to the department. B: OK. |'Il be sure to remember that. Comprehension Choose the best answer to each question. 1. Which department works across the street in the warehouse? alt b, Manufacturing —_¢. Marketing dd. Accounting 2. Where is the IT department located? a. In another building b. Just past accounting c. Next to the marketing department d. Atthe front of the office 3. What are Denise and Michael doing tomorrow? a. Meeting with the accounting department _b. Going to lunch with Henry . Speaking with the CEO d. Visiting the warehouse 4, What is Henry's job title? a, Marketing director b. IT manager c. Vice president —_d. Accounting supervisorEBD Kron Your tate Key Vocabulary Draw a line between each word and the appropriate sentence. 1. role . + a. We need to figure out what the needs of the customers are, 2. demand . * b, Those two can fix any problem you have with your computer. 3. charge . +c. His particular job is to manage our sales staff. 47 . +d. Whose job was it to plan our year-end party? 5. responsible» +e, He's been assigned with the role of calculating the payroll. 6. warehouse . * f There are online videos showing how the iPhone is made. 7. manufacturing * g. Terry is the manager who decides how to advertise the product. | 8. marketing . +h. We store all the products in this building before shipment. | Short Dialogues (58). Listen and repeat the following expressions. ‘A: What do they do? B: They're responsible for keeping track of all the company’s money. A: Their role is to make sure our company can recover quickly after some negative news comes out. B: That sounds like a tough job. A: The manufacturing department is charged with producing products efficiently, B: Id love to see how that whole process works. A: The head of the sales department, Sarah, seems to travel a lot. B: Yes, that's part of her job. She has to go to Finland for client meetings quite frequently. A: What is that department tasked with? B: Who better to ask than the department head himsel(? Brian, what does your department do? G_We make sure the company website and online shop are always running smoothly. B. Find two partners. Practice the dialogues. Then replace the words in brown with the information below. build a positive image / deal | arranging logistics / keeping | the company has the best | with the press the books talent and takes care of engineering; building good | his; He; discuss ideas with | employees’ benefits / the | products many people production line has sufficient | design; any name; attend lots | herself; partner’ name afer send esmm poner Sele L alee eae 41Class Activity Think about your interests and skills. Ask a partner the questions below and fill in the form. Then walk around and try to find someone for every department listed. If there are not enough students in your class, you can ask classmates for two options. Follow the example: ‘A: What department do you think you'll work in? B: | would probably work in the sales department. | want to be a sales representative. A: Why sales /a sales representative? What makes you suitable for that type of work? Peeeaiicns inva human resources / personnel | te likes to belp people fit into a new group Tames marketing / public relations manufacturing / production | | information technology sales customer service research and development Ke Tig English learners often overuse acronyms because they're easier to pronounce than the full words, but even native speakers use them often when talking about departments within a company. See the examples below. information technology > IT + human resources > HR + public relations > PR « research and development > R&D Note: In Western countries, using the abbreviation CS for customer service is not common. Writing Describe the structure of your dream business. Follow the example. My dream business wouldn't be too big, | think it would be more {un to work for a small business. we have about five templojees to start out. That would make our company seem much more human and we could offer personalized service. Of course, that would mean that each person would have to do the work that a whole department does for a larger compary. in other words, one employee might do all of our accounting and marketing work. Anatber might be in charge of customer service and public relations, And another would be the administrative department, OF course, fd be inf management—a one-person board of directors! :Know Your Rol Grammar Focus OO Present Continuous Tense as Future Tense We know from Unit 2 that the present continuous tense can be used to talk about actions that are happening right now. However, we can also use the present continuous tense to talk about things that will happen in the future. In fact, using the present continuous tense might be the most common way of speaking about the future. Below are some common usages of present continuous tense: tera Emo T’'m leaving tomorrow on a cross-country train trip. 1, Speak about the future © We're having lunch with Mr. Davidson on Tuesday the (future tense) 15th. # Ken is meeting Valerie for dinner tonight. # I’m finishing my report. Can I call you back in a minute? | 2, Talk about an action that is | happening right now 3, Talk about an action that is ‘occurring over a period of _| « I’m taking French classes on the weekends. time including the present + Fewer and fewer people are studying sociology these days, 5, Talk about repeated actions | « My neighbor és always playing loud music until 3 o’lock that the speaker doesn’t like | in the morning, 4, Talk about trends A. Convert the following sentences into the present continuous tense. | She takes forever to get ready. I hate all of this waiting. ‘Mr: Edwards flies to Washington three times this month. Patou CMa hae on reer | | Isee iPhones everywhere now. | go to my yoga class every week, B, Write present continuous tense sentences using the clues given. 1. Watch a movie (happening now) 2. Study painting (occurring over a period of time) 3. Play Pokémon Go (dying trends)(#) Reading A. Read the following descriptions of four professionals’ jobs. Jeanine Hollins I serve as corporate communications director for a major bank. 'm in charge of our 20-person corporate communications department. Our team designs, writes and edits the announcements sent both within and outside the company. For example, we have to edit all of the company memos that our boss sends out to all of our employees. Most of our work outside the company involves trying to get our company mentioned in news stories. Darren Jackson 'm doing an internship at a small legal office. m still in college and | want to go to law school someday. Right now, | mostly assist in the administrative department, but | also do work for the personnel and accounting teams. I's sometimes tough to take orders from so many different people, but I'm enjoying the chance to get a wide variety of work experience. Philip Groman | work in sales for a minor league baseball team, Being a sales representative isn’t an easy job at all. Every week | have a lot of stress about meeting sales goals. We aren't a well-known team, so I'm always trying to think of more creative ways to get businesses and individuals interested in buying tickets. Three other sales reps work in my department. We're all in our early to mid-20s and we have a ton of fun in the office—that helps make things a bit less stressful, | Michelle Santy | | crunch numbers in the accounting department for a sandwich chain. My boss runs the fl Southeast Asian division of our company. Our company headquarters, which are in the | United States, looks very closely at our accounting records. | have to be certain that | don’t | make any mistakes, or else | won't have this job for long, B. Choose the best answer to each question. 1. How many people are in Jeanine's corporate communications department? a. 12 b. 15 c. 18 d. 20 2. Which three departments does Darren work for at the legal office? | a, The accounting, corporate communications and sales departments b. The personnel, sales and accounting departments c, The administrative, legal and accounting departments d, The personnel, accounting and administrative departments 3. Which of the professionals do accounting work? | a. Jeanine and Philip b. Darren and Philip c. Darren and Michelle d, Jeanine and Michelle | 4, Where is the main office of the sandwich chain Michelle works for? a. The United States b. Southeast Asia c. The United Kingdom d. The United Arab EmiratesED vow Your ai Vocabulary Checkup Match each word with its synonym or definition. 1. division . * a, arestaurant or retail store with many different locations 2. representative + +b. pressure on one’s mind 3, stress . +c apart of a company in charge of a particular area 4, headquarters +d, someone who represents a company 5. chain : +e, the office that makes decisions for a large company Listening Practice (22). Listen to the conversation. Then answer the questions. 1, What's Eastern Tea planning to do? a. Add three new departments b. Offer six new tea flavors ©. Change its organizational structure d. Hire fewer managers 2. What departments will the company get rid of? a. Accounting, public relations and marketing b, Advertising, corporate communications and management . Consumer relations, human resources and benefits d. Corporate communications, public relations and marketing 3. What is the acronym for the new department? a. CRM b. PR [Link] 4. cc (22)B. Listen again. Who said the following sentences? Check the box under the appropriate name. Having one department to share that work costs the company a lot les “That's the idea. Wall, for one, they're going to get rid of a few departments. Its pretty interesting, } What are they going to change? Have you heard about what’s happening with the Eastern ‘Tea Company?Goal Negotiation is a basic skill for business, It’s not always easy to do in your second language, so welll show you the way, Discuss the following questions with the partner(s) next to you. . What are some situations in which you have to negotiate? iS What are the advantages and disadvantages of negotiating | your salary? 2 Name some good negotiators, What makes them so good at it? . What are some good strategies for negotiation? a 47Conversation Listen to the conversation. Darren: Well, | think you're qualified for the job, and we're prepared to make you an offer. So | think now would be a good time to talk salary. Is there acertain range that you're comfortable with? Denise: That depends. May | ask why | was chosen rather than the other candidates? Darren: Well, to be honest, we had a lot of very qualified candidates with more experience than you apply, for the job. However, we think your personality meshes well with the company and we're confident you'll be able to pick up the job rather quickly. Denise: | see. Well, | think a number in the $40,000 to $50,000 range would be suitable for a person with my education and experience. Darren: Hmm... That range is actually slightly over our budget. Would you consider accepting slightly less—say $37,500—if we were to offer you more stock in the company? Denise: | would be willing to think about it. Is this a firm job offer? Darren: It is, Wed love to have you on the team, Denise: Thank you. I'd appreciate it if | could sleep on it and let you know by tomorrow. Ill get back to you with either my acceptance or a counteroffer. Darren: Sure, no problem at all, Here’s my card. You can call my mobile number at any time if you have any questions. ORS ae What salary range are you expecting for this job? Would you consider _as fair? B: Tobe honest, think between _and would be suitable. Comprehension Choose the best answer to each question. 1. How does Denise first respond after Darren asks for a salary range? a. She tells Darren her preferred range. b. She asks how the company views her. c, She gets offended by the question. d. She asks to sleep on the job offer. 2. What salary does Darren offer in the end? a. $40,000 b. $37,500 c. $50,000 dd, $45,000 3. What does Darren say about the other candidates? a. They asked for a very high salary. b. They didn’t interview very well. c, They were more qualified than Denise. __d, Most of them were younger than Denise, 4, What does Denise do after receiving the job offer? a. She goes out to dinner to celebrate. b, She tells Darren that she'll take the job. c. She asks for a higher salary. d. She asks to think about it for one night.Key Vocabulary Fill in the blanks with the appropriate words. firm stock qualified mesh counteroffer depends views consider budget . Iwant to make sure that the offer they made was : Josh ___Mr. Peterson as one of the smartest employees in the department, . The price? That_____ - Will you pay by cash or credit? . The players on that team ____well with each other. . Nick will going to the party. He's not sure yet. . Ellen isn't to do the job. She doesn't have enough experience. can recommend some computers for you. What's your . The price of the company’s ___ fell by 30 percent this year. PEPNAuAWNHe . Thank you for the offer. Now, please allow me to present my Short Dialogues (32)A. Listen and repeat the following expressions. We might be looking for someone with more experience. : I'm confident that I'll be able to pick up the job quickly. ‘A: Would you consider accepting more paid vacation time and a lower salary? B: I'd like to think it over if that's all right. Is this a formal offer? A: Does the offer sound good to you? B: Id like to sleep on it. Can you give me a few days to think it over? ‘A: That's a bit over our budget. B: Would you consider limiting the amount of travel required for the job? A: What salary range are you thinking of? B: | believe somewhere in the neighborhood of $60,000 to $70,000 is fair market value for someone with my experience and skill set. : That's within our budget for this position. Would you accept an offer of $62,000 per year, with stock options? B, Find two partners. Practice the dialogues. Then replace the words in pink with the information below. alower salary anda —_| learn the skills beyond; a monthly pay bonus plan think about it; some time of $1,500, with an extra | letting me telecommute on Fridays | month pay $2,000 to $2,500 per month alClass Activity Pretend to trade an item in your schoolbag with a partner. Use the expressions listed on the previous page. Then walk around the room and pretend to trade items with other classmates. Write down what you agreed to trade in the table provided. Example: Alex: ll give you this mechanical pencil for one of your erasers and $1. Nikki: I'm looking for slightly more in return. Would you consider giving up that fantasy novel? Alex: Id be willing to think about it. Would you give me two pencils for it? Nikki: Deal, I's been a pleasure doing business with you. etree Winer Wimuhoc 2 fantasy novel | two pencils a Ae tia ‘There is very little—as in almost zero—bargaining done in the West at retail stores. Prices are almost always fixed, even with, for example, a vendor selling T-shirts on the street. ‘Ihere are, however, plenty of situations in which bargaining is possible, including: «+ trying to get a higher starting salary or a raise + buying a home + billing for construction work + purchasing materials for manufacturing + buying a vehicle, new or used Writing ‘A factory gives you an estimate for your order. Respond to the e-mail below using some of the expressions from page 49. eoe To: steve@[Link] From: a_waters@[Link] Subject: Order Received Dear Sir or Madam: We have received your request for 125 large scented candles, At this a price of $700, We'll be able to ship the order as soon as we receive full payment. Payment can be made via credit, card or bank transfer, Please let us know if the price is, acceptable to you. ime, we're able to offer you Sincerely, Alicia Waters Bed Warehouse Shipping Department“The Art of Negotiation Grammar Focus Gerunds and Infinitives Gerunds and infinitives are known as verbals. This means that they express action but don’t function as verbs. They both can be used as the subject, the object, or the complement of a sentence. Gerunds and infinitives are both used after certain verbs; gerunds are also used after prepositions, Gerunds (add -ing to a verb) Actions as nouns | * Do you recommend buying this type of printer? + Eddie drinks a cup of tea every day after waking up. “Remember that not all words ending in -ing are gerun sen ane As the subject ~ [As the object "| Asthe complement Shopping isher favorite | Dane hates taking the bus. |'The hardest part is |thing to do. | to work. | climbing the hill. | Infinitives (add to before the base form of a verb) Show the purpose of something + Tom expects fo get there at 6 p.m, Used as adjectives «It’s not easy to find oe pace in this area, As the subject As the object [As the complement To travelis to open your | Beth wants fo study in the | The final step is to take the { eyes to the world, United Kingdom. cookies out of the oven, | A. Fill in the blanks with either the gerund or to + infinitive form of the verbs given. | 1. Jeffkeeps (arrive) late to work, 2. When did youdecide (move) to Ohio? 3. Ineverget_________(go) on the company trips. 4. Have youfinished_______(write) that song? \ 5. Are you sure youwant_______(risk) all that money? B. Fill in the blanks with either the gerund or to + infinitive form of the verbs. work think review raise discuss Leila’s boss called her into his office (1)__ __ her contract. Her boss asked if she | wanted (2) her pay. She told him that she was hoping for a raise. Her boss said he would have (3)__ about it. Leila really hopes her boss consider (Gy cee her pay. She arrives early, and always finishes (5) late. In short, she thinks her dedication to the company deserves a reward,