TEXT HERE

ENL701 ENGLISH FOR SPECIFIC

PURPOSE 1 (TIẾNG ANH
CHUYÊN NGÀNH 1)
Module convenor:
…………………….
PowerPoint slides:
TS. Nguyen Quang Nhat
 1. Mục tiêu môn học

Vào cuối khóa học, sinh viên có thể:

- Hiểu được nội dung bài đọc chuyên ngành, hoặc nội dung người
nước ngoài trình bày liên quan đến nội dung học tập.
- Trình bày hoặc viết nội dung bài thuyết trình bằng tiếng Anh
- Xác định vai trò của cá nhân trong nhóm để xử lý các bài tập /tình huống
nhóm
 2. Học liệu môn học
1. Giáo trình
•Allison, J & Emmerson, P. (2014.) The Business 2.0, Pre-Intermediate
2nd ed., Macmillan.
2 Tài liệu tham khảo
•Đinh Thị Thùy Trang (2020). Tài liệu bổ trợ môn học Tiếng Anh
chuyên ngành 1. BUH
 3. Yêu cầu môn học
- Vào lớp đúng giờ, đảm bảo thời gian học trên lớp offline và online, thái độ nghiêm

túc trong học tập.

- Đọc trước tài liệu theo yêu cầu của giảng viên.

- Làm bài tập nhóm và nghiêm túc thực hiện các bài tập cá nhân.

- Hoàn thành tất cả các bài tập trên LMS theo đúng quy định về thời gian.

- Sinh viên vắng thi trong bài kiểm tra sẽ bị điểm 0 nếu không có đơn xin phép có lý

do chính đáng được chấp nhận.

- Đối với bất kỳ sự gian lận nào hoặc vi phạm các vấn đề về liêm chính học thuật,

sinh viên phải chịu mọi hình thức kỷ luật theo quy định.
 4. Nội dung giảng dạy
STT Nội dung Tuần

1 Giới thiệu môn học

Week 1-2
2 Bài 1: Gaining experience
3 Bài 2: Customer satisfaction
Week 3-4
4 Kiểm tra giữa kì (Tuần 4)

5 Bài 3: Job interviews and career

Week 5-6
6 Báo cáo bài tập nhóm (Assignment reports) (Tuần 5)

7 Tổng kết môn học, ôn tập cuối khóa, và giải đáp thắc mắc Week 6
5. Kiểm tra đánh giá môn học

Thành phần đánh giá Phương thức đánh giá Trọng số

A.1.1. Chuyên cần, ý thức, thái độ
10%
học tập
A.1.2. Kiểm tra giữa kỳ (dạng thức:
A.1. Đánh giá quá trình 20%
bài thi viết hoặc thuyết trình nhóm)

A.1.3. Bài tập cá nhân/ nhóm 20%

A.2.1. Thi cuối kỳ (dạng thức: bài thi

A.2. Đánh giá cuối kỳ 50%
viết dạng câu hỏi trắc nghiệm)
 6. Nội dung đánh giá cuối kì
● Bài thi cuối kì bao gồm 3 phần:
+ Phần 1: 25 câu hỏi trắc nghiệm
+ Phần 2: 10 câu hỏi cloze test
+ Phần 3: 10 câu hỏi về 2 bài đọc hiểu
(1 bài trả lời câu hỏi trắc nghiệm 4 lựa chọn
1 bài chọn True/False/Not Given)

● Bài thi trắc nghiệm, không được sử dụng tài liệu, các thiết bị điện tử.
● Nội dung các câu hỏi bao gồm nội dung các bài trong giáo trình chính học
tại lớp và bài tham khảo giảng viên giới thiệu cho sinh viên
 7. Thông tin liên lạc giảng viên

- Họ tên:
- Điện thoại liên lạc:
- Email:
- Group chat:
UNIT 1: GAINING EXPERIENCE
 INTERNSHIPS ABROAD

What’s an “intern”?

• learn how to be employees in a particular field

and gain work experience to list on their
resume when they begin to search for a job.
 temporary jobs that provide real-
• What’s an“internship”? time work experience, often for
college students.

+ a period of time that a student spends inside a company in order to

get on-the-job work experience.
+ Internships can be done after obtaining a degree or part-way
through a course of study.
+ The experience gained on an internship is
helpful for getting a job or for completing one's studies.
 An Internship is
used for professional
careers.

An apprenticeship is
used for manual/technical
careers
What do students benefit
from internships ?

• gain valuable work experience.

• have an advantage in the job market.
• able to continue working for the same
company later.
• decide if this is the right career for them.
• gain confidence.
• have real work experience to put on their
cv.
 New words
1. trainee (n): 15. independent (adj): 29. productive (adj):
2. to analyse: 16. reference (n): 30. schedule (n):
3. internship (n): 31. manufacturing (n):
17. firm (n):
4. apprentice (n):
18. cross-cultural (adj): 32. mining (n):
5. to adapt to:
19. sensitivity (n): 33. sector (n):
6. to acquire:
20. uncertainty (n): 34. supplier (n):
7. employer (n):
21. patient (adj): 35. customer (n):
8. degree (n):
22. to respect: 36. consumer (n):
9. qualification (n):
23. diplomatic (adj): 37. make a profit (n):
10. essential (adj):
24. hierarchical (adj): 38. make a loss:
11. to offer:
12. to demonstrate: 25. team spirit (n): 39. competition :
13. graduate (n, v): 26. to encourage (n): 40. raw mat erial (n):
14. confident (adj): 27. to impress: 41. monopoly (n):
 INTERNSHIPS ABROAD
 DISCUSSION
Read the statements. Do you agree or disagree with them? Tell your
partner why.
1. An internship is an essential part of a university education.
No, I don't agree. I think you learn about your subject at university,
but you only get real professional experience in your first job.
2. It's normal to work without pay when you are an intern.
3. Every student needs to experience life in another country.
4. It is difficult or easy to adapt to a different culture.
INTERNSHIPS ABROAD
• Look at the picture on page 11 and answer the
questions:
• 1. Has anyone been to China?
• 2. Would you like to visit China? Why? / Why
not?
• 3. What do you know about China?
• 4. How is China changing?
  READING FOR GIST

Read the first three paragraphs of the article opposite.

 “Why is an internship in China a good idea ?”

 It's a good idea because there are lots of opportunities to
acquire experience, as China is the second biggest economy
in the world.
 It offers the chance to learn a new language and to experience living
and working in a different culture.
 Companies are very interested in candidates who have this
type of experience.

Acquire (v) /əˈkwaɪər/
Crew (n) /kruː/
Fierce (adj) /fɪəs/
Team spirit (n) /ti:m ‘spirit/
Firm (adj) /fɜːm/
Hierarchical (adj) /ˌhaɪə
ˈrɑː.kɪ.kəl/
NEW WORDS
to obtain or begin to have something
a group of people who work together, especially all
those who work on and operate a ship, aircraft, etc.
Physically violent and frightening
an enthusiastic attitude towards working or playing
together with other people as a team.
certain and not likely to change
arranged in a hierachy
 READING FOR DETAIL
Read the first three paragraphs again and choose the correct
answers.
1. The most important part of your CV is ……
a. your qualifications b.b.your
yourwork
work experience
experience c. your references.
2. It is hard to get internships in Europe because ……
a. there are more and more universities.
b. there
there is
is competition
competitionfor
forplaces.
places.
c. Chinese students want internships in Europe.
3. Shaun went to China to ……
a. learn the language.
b. acquire cross-cultural skills.
find an
c. find an internship.
internship.
 READING FOR DETAIL

Read the first three paragraphs again and choose the

correct answers.
4. Shaun is satisfied with his internship because ……
his experience
a. his experienceimpresses
impressesemployers.
employers.
b. he is financially more independent.
c. he loves talking about Shanghai.
 INTERNSHIPS ABROAD

Read the last three paragraphs of the article. Answer the questions.
1. What is Julia Barton's job?
2. What are the four essential skills for working across cultures?
3. In Asia, how are attitudes to time different from Europe and the USA?
4. What sort of relationships do employees have with managers and with co-
workers in China?
 Read the last three paragraphs of the article. Answer the
questions.
1. What is Julia Barton's job?
 She works for an agency that sends students to work in
multinational firms in Beijing.

2. What are the four essential skills for working across

cultures?
 Intercultural sensitivity, managing uncertainty, adjusting
communication style, and the ability to build relationships
with people from different cultures are all essential.
 Read the last three paragraphs of the article. Answer the
questions.
3. In Asia, how are attitudes to time different from Europe and the
USA?
 In Asia, they prefer to take more time to make a decision rather
than rushing and making the wrong one.

4. What sort of relationships do employees have with managers and

with co-workers in China?
 It is important to respect and be very diplomatic with your boss.
Team spirit is very important: co-workers eat lunch together and go
out together after work.
 Listening for gist
 Listen to two people talking about their internships. Are they
happy with them?

Speaker 1: No, she isn't happy.

Speaker 2: Yes, he is.
 Listening for detail
Lena Jamie
1 Where is the internship? Hollywood, Brazil
California
2 What type of business do they work in? international
film studio firm of
consultant
3 Where do they live? in an apartment
in a cheap
Live in a hotel
hotel near the beach
4 Are they paid for their work?
No Yes
 INTERNSHIPS ABROAD
 Discussion:

• In small groups, discuss the questions.

• 1. Would you like to do an internship? If so, where and what type of

work? If not, why not?

• 2. Would you pay an agency to organize an internship for you? Why?

Why not?
PERSONAL DETAIL
 PERSONAL DETAIL
• Listen and write the numbers

99 900,999
101 1,000,000
1,000 3.5m
1,500 2.5bn
7,777 2.575
88,888 $110
100,000 €15.99
 Pronunciation and spelling

• Put the letters of the alphabet in the correct column. Then listen and
check.

• Answer:
 PERSONAL DETAIL
• Listen to three people playing the secret number game. What are the
rules?
• Answer:
• You have to think of a secret number between one and one million. The
other players guess a number and you have to say whether your secret
number is higher or lower than the guess.
Continue until they guess the correct number.
 Pronunciation and spelling
• Say the names of these symbols.
@ : / _ \ #
• Answers:

@ : / _ \ #
at colon (forward) underscore backslash hash
slash
1. half past two in the afternoon A
TIME 9. oh eight hundred hours
D
• Mark the time expressions A (analogue) or D (digital). Then match the
2. four twenty a.m. D 10. twenty past four in the morning
times that mean the same. A

3. twenty-five to one A
11. twenty-three hundred hours D

4. (a) quarter past eight in the evening A 12. about five o'clock
A

5. 17.01 13. eleven o'clock at night A

D

6. (a) quarter to two A 14. eight o'clock sharp A

7. Two thirty p.m. D 15. thirteen forty-five D

8. 20.15 16. twelve thirty-five p.m.

D D
 DATES

“15 September, 1983” or “September 15, 1983”.

• Say: “the fifteenth of September nineteen eighty-three”

or “September (the) fifteenth nineteen eighty-three” .
 DATES
• Complete the sentences with the dates in Exercise 9
• 1 Columbus left Europe for America on 3 August, 1492
• 2 The Great East Japan Earthquake and tsunami happened on 11 March, 2011
• 3 The Berlin Wall fell on 9 November, 1989
• 4 Neil Armstrong walked on the moon on 21 July, 1969
• 5 Queen Victoria died, aged 81, on 22 January, 1901
• 6 Nelson Mandela was released from prison on 11 February, 1990
• 7 The USA declared independence on 4 July, 1776
• 8 The euro was launched on 1 January, 1999
 LISTENING
Jen Mo
• Listen to two students registering for Personal Development courses.
Student A: Complete Jen's details.
Name B: Complete Mo's details.
• Student
Date of birth
Passport number
Room number
Course reference
Start date
Start time
Instructor
Cost
 LISTENING
• Listen to two students registering for Personal Development courses.
Student A: Complete Jen's details. Jen Mo
• Student B: Complete Mo's details.
Name
Jennifer Oxenbury Mohammad Qureshi
Date of birth 28 December, 1993
15 April, 1994
Passport number
07EI984502 08JG446669
Room number
A 309 E 214
Course reference
ASS67/GL LEA43/JH
Start date
1 July 30 June
Start time
6.30 pm 8.45 am
Instructor
Professor Lockhart Dr Higgs
Cost $545 $ 455
MEETING PEOPLE AND MAKING CONVERSATION

• Listen to four conversations at a conference. Answer the questions for

each conversation.
 Conversation 1 Conversation 2 Conversation 3 Conversation 4
MEETING PEOPLE AND MAKING CONVERSATION
1. Where are At the coffee
the speakers? On a bus At conference machine/coffe In the
reception e shop/cafe restaurant
2 Do they
know each No Yes No Yes
other?
3 What else do
we learn about Greg works for Alan works in
the speakers? Silke works for France but he
Sanofi, lilke Alan works
works for GSK in wants to
GSK.They're
for Merck for London, in R & move to
both going to a the moment. D London.
conference.
 MAKING CONVERSATION

free Really
conference
more
with
meet
meet too
great
too
this
 MAKING CONVERSATION

talking excuse
Let’s

way
talking

later
5 MAKING CONVERSATION
Cross out the one incorrect option in each situation
1. Hello, my name's Felipe Conti.
a. Pleased to meet you.
b. How are
are you
you doing?
doing?
c. Nice to meet you.
2. Hi, great to see you again!
Pleased to
a. Pleased to meet
meetyou.
you.
b. How are you?
c. Good to see you too.
3. Let me introduce you.
a. AI, this is Khalid.
b. AI, please
please meet
meetKhalid.
Khalid.
c. AI, Khalid. Khalid, AI.
.
5  MAKING CONVERSATION
Cross out the one incorrect option in each situation
4. Excuse me, I just need to talk to Gina over there.
a. OK, it was nice meeting you.
b. OK, see you later.
c. Nice
c. Nice to
to meet
meetyou.
you.
5. How are you doing?
a. I'm good. And you?
b. b.
Working
Working ininParis.
Paris.And
Andyou?
you?
c. Not too bad. And yourself?

6. Can I help you, sir?

a. I have a reservation for two nights.
b. b.
I'dI'd
like totocheck
like checkout
outmy
myroom.
room.
c. I’d like to check in, please.
5  MAKING CONVERSATION
Cross out the one incorrect option in each situation
7. Can I see your ticket?
a. II booked
booked on
onmy
mycomputer.
computer.
b. I have an online booking.
c. I booked online.

8. Sorry to keep you waiting.

a. That's all right.
b. No problem.
c. Please
Please
1. Is this your first visit to Greece? a. Well, welcome to Greece. Where are you staying?
ORDERING AND SPEAKING
2. We're at the Mercure Hotel. My husband is here b. Sure. If you like fish, the Marina is very good. I
• Match
with me the sentences and questions 1-7 with lovethe responses
Greek food, don'ta-gyou?
3. I'm from Ireland, actually. But I work in London c. No, I live here. On one of the islands, actually.
now.

4. Oh, really? Lucky you! What do you do? d. Uh-huh, And where are you from?

5. I'm in the holiday business, too, actually. I'm a e. Me? No! I'm single
travel agent.

6. I see. By the way, can you recommend a good f. That's nice. Do you have children?
restaurant in town?
7. Yes, two. But they're at home with their g. I'm a hotel manager. What about you? What
grandparents. And you? Are you a family man? sector do you work in?

Matching the sentences and questions 1-7 with the responses a-g
6 ORDERING AND SPEAKING
MEETING PEOPLE AND MAKING CONVERSATION

• Exercise 7: Put the exchanges in Exercise 6 in the correct order. Then

practice the conversation with a partner.
A: Is this your first visit to Greece?
B: No, I live here. On one of the islands, actually.
A: Is this your first visit to Greece?
B: No, I live here. On one of the islands, actually.
A: Oh, really? Lucky you! What do you do?
B: I'm a hotel manager. What about you? What sector do you work in?
A: I'm in the holiday business too, actually. I'm a travel agent.
B: Uh-huh. And where are you from?
A: I'm from Ireland, actually. But I work in London now.
B: Well, welcome to Greece. Where are you staying?
A: We're at the Mercure Hotel. My husband is here with me.
B: That's nice. Do you have children?
A: Yes, two. But they're at home with their grandparents. And
you? Are you a family man?
B: Me? No! I'm single.
A: I see. By the way, can you recommend a good restaurant in town?
B: Sure. If you like fish, the Marina is very good. I love Greek food, don't you?
 MAKING CONVERSATION
• Work in groups of three. Make conversation using the chart.
 MAKING CONVERSATION
• Work in groups. You are at an international conference. Complete the
following questionnaire. Use real information, or invent the details.
Then stand up and socialize! Meet 'new
colleagues' and make conversation.
 INFORMAL EMAILS
• Watch the video and answer the following questions
• 1. What are emails?
• 2. What do they stand for?
• 3. How are formal and informal emails?
 INFORMAL EMAILS
In small groups, discuss the questions:

1. How many emails do you receive

each day? Who are they from?

2. Do you prefer to write a letter, an

email or a text message? Why?

3. In Vietnam, is it easier to write an

email or make a phone call? Why?
2  MODEL INFORMAL EMAILS
Read the email and underline the correct answers.
1. The reason for Gabi's email is to thank Rita / to inform Rita / to ask Rita for help.
2. Gabi wrote the email a day/ a week / two weeks before the trip.
3. Gabi plans to travel by car / train / plane.
4. Gabi's Spanish course in Uruguay lasts 10 days / 12 12 days
days / 16 days.
3  ANALYSIS
Answer these questions about the email:
1. Rita and Gabi are probably
a. sisters b. good friends
b. good friendsc. business contacts.
2. Which of the following sentences were probably in Rita's last
email to Gabi?
a.
a. My test scores
scores arrived
arrived today
today--everything
everythingisisOK!
OK!
b. Thanks for confirming your arrival date.
c.
c. Let
Let me know if you
you want
want me
meto topick
pickyou
youup
upwhen
whenyou
youarrive.
arrive.
d.
d. II hope we can spend
spend some
sometime
timetogether
togetherwhile
whileyou're
you'rehere.
here.
e. Can you bring me some Swiss chocolate, please?
5  LANGUAGE FOCUS
Complete the email openings with the words in the box.

to
1. I'm writing ………………… confirm my dates and times.
with
2. I'm writing ………………… more information about your visit.
about
3. I'm writing ………………… my English course in Canterbury.
to
4. I'm writing ………………… ask you a favour.
because my phone is out of order.
5. I'm writing …………………
with
6. I'm writing ………………… details of the next team-building day.
about
7. I'm writing ………………… your computer problem.
to
8. I'm writing ………………… tell you I can't come to the seminar.
  Exercise 6. Match these sentences from emails with the writer.

1. Just let me know if you have any more problems

a. a colleague
with your product. f
b. a close friend
2. Just let me know when you can ship the order. e
c. a manager
3. Just let us know if you'd like to come bowling with us. a d. a family
4. Just let me know if you need any additional support while member
Sam's off sick. c e. a regular
customer
5. Just let me know if you need somewhere to stay. b f. a regular
6 Just let me know when Mum wants me to pick her up. d supplier
 INFORMAL EMAILS
Exercise 7. Imagine you are Gabi's friend, Rita. Write these emails.
1. Write to Josie, another close friend. You won't be in Montevideo on November
17th. Explain why. Ask Josie if she can meet Gabi at the airport.

2. Write to Raquel, the friendly manager of the pizza restaurant where you
sometimes work at weekends. Tell her you can't work the weekend of 1-2
December. Offer to work during the week instead.

3. Write to your uncle Manuel, who lives on the Gold Coast near the beach. Ask if you
and Gabi can stay in his house for the weekend of 1-2 December. Tell him the
good news about your exams, too.

4. Write a reply to Gabi's email to explain the arrangements you have made.
 HOMEWORK

• Learn new words in Unit 1

• Learn how to write an email and list some useful email expressions
• Choose one of topic in exercise 7 on page 19
• Do exercises on LMS.
UNIT 2: CUSTOMER SATISFACTION
1 DISCUSSION
Think about your experiences of good and bad customer service.
Complete the sentences. Then compare with a partner
1. Every time I buy ..................................................................
2. When I eat at .......................................................................
3. If I travel by ……………………………………………………
4 I really like it when ………………………………………………
5. I really don't like it if ..............................................................
6. The reasons for bad service …………………………………..
7. When the service is very good, I feel ...................................
 LISTENING
Listen to two customers talking about good and bad
2 service and answer the questions.

1. Why is the man happy to pay more?

 Because the fruit and vegetables are always fresh and because
the service is better.
2. What examples of good service does he give?
 The assistants know his name and what he likes. They're friendly
and make conversation. They help with his bags and they always
give him something free.

3. How does he feel when service is good?

 He feels special.
 LISTENING
Listen to two customers talking about good and bad
2 service and answer the questions.

4. How does the woman react to bad service?

 She doesn't complain, but she doesn't tip and she doesn't go
back.
5. What examples does she give?
 She mentions bad service in a restaurant and poor technical
support from an Internet service provider.

6. How does she feel if service is bad?

 She doesn't understand it.
 TRUE OF FALSE
2 Work in groups and decide if the following statements are TRUE
or FALSE:

1. It is more expensive to find new customers than to get repeat business.

2. A company needs to frequently spend money on finding new customers.
3. Companies should never ask customers for comments on Twitter and Facebook.
4. People normally prefer not to buy from someone they like.
5. Companies should listen carefully to what customers say about competitors.
6. In sales, we should always be friendly and say that our products are the best.
7. Selling yourself means talking non-stop about your talents and your abilities.
8. It is normally to be dishonest in marketing.

1. customer satisfaction (n):
2. repeat business (n):
3. customer service (n):
4. to train:
5. to contact:
6. priority (n):
7. firsts class (adj):
8. warranty (n):
9. to deliver (n):
10. to ship:
11. to install (n):
12. hotline (n):
13. newsletter (n):
14. upgrade (n, v):
New words
15. typical (adj):
16. existing customer (n):
17. returning customer (n):
18. order (n, v):
19. to place an order:
20. process (v, n):
21. motion (n):
22.determination (n):
23. to reflect:
24. to pause:
25. customer referral (n):
26. prospect (n):
27. (customer) lead (n):
29. colleague (n):
30. to recommend:
31. money-back guarantee (n):
32. (give a) refund (n, v):
33. exchange (product):
34. to deal with:
35. technical support (n):
36. faulty product (n):
37. to dial a number:
38. to put on hold:
39. to get through:
40. to hang up:
40. dial a number:
 New words
42. put on hold: 56. colleague (n): 68. temporary (adj):
43. get through: 57. to cancel: 69. allowance (n):
44. leave a message: 58. reserve (n): 70. logistics (n):
45. to interrupt : 59. to negotiate: 71. option (n):
46. to hang up:
60. place an order: 72. marketer (n):
47. positive (adj):
61. to apologise: 73. revenue (n):
48. negative (adj):
62. to attach:
49. to respond:
63. gross revenue (n):
50. inflation (n):
51. crisis (n):
64. voluntary (adj):
52. recession (n): 65. compulsory (adj):
53. unemployment (n): 66. fixed (adj):
54. salary (n): 67. permanent (adj):
55. to confirm:
 SKIM READING
Quickly read the article opposite. Match each picture to
3 one paragraph in the text.

3 2 4
 NEW WORDS
1.acquire /əˈkwaɪər/ (v) A. a small round object that fastens onto your clothes with a pin
and usually has a picture or writing on it

2. crew /kruː/ (n) B. to get new knowledge or a new skill by learning it

3. badge /bædʒ/ (n) C. an enthusiastic attitude towards working or playing together
with other people as a team
4. warranty /ˈwɒr.ən.ti/ D. a group of people with a particular skill who work together:
(n)
5. fierce /fɪəs/ (adj) E. a printed document with information about the activities of
a group, sent regularly to members or friends
6. team spirit F. a written promise from a company or
/ˌtiːm ˈspɪr.ɪt/ (n) a person to repair or replace a product that you buy from them if
it develops a fault within a fixed period of time
7. newsletter /ˈnuz G. showing strong feeling or energetic activity
ˌlet̬ ·ər/ (n)
 CUSTOMER SERVICE

Do you know Do you know

any companies that any companies that use
are on Facebook? Twitter for marketing?
 READ FOR DETAILS
Read the first three paragraphs again and mark these
4 statements T (true) or F (false).

1. It is more expensive to find new customers than to get repeat

business. T
2. On average, 10% of a company's leads become customers. F (1%)
3. Companies ask customers for comments on Twitter and
Facebook. F – customers make comments to friends
4. CRM software helps companies make better long-term strategy
decisions. T
 READ FOR DETAILS
Read paragraphs 4-6 again and underline the best
5 options in italics
The article suggests:
1. Companies spend too little / too
too much
much / enough on customer service
training.
2. Contacting customers when and how you want / when and how
when
your boss wants and how
/ when and they
how want.
they want.
3. You don't need to share your customer's priorities / feelings /
opinions.
opinions.
4. People prefer not to buy from someone they look like / dislike
dislike / like.
 Read the text again and fill in the blanks with NO MORE
THAN 3 WORDS
6 Why needs Customer service
customer support: training:
7……………………….. 10………………………..
What customers
How to be like the
need to be happy:
customers:
1. …………………… Customer 11. ……………………
2. …………………… satisfaction
12. Make the customer's
3. ……………………
priority your priority
4. …………………… How to do 13. Show the …………..
5. …………………… customer support:
8. …………………….. When solving their
6. …………………… 9. …………………….. problems
E.g. ……………………
14. Talks like customers
and give them ……………
CONTACTING CUSTOMERS
 CONTACTING CUSTOMERS

Advantage

Communicating
with customers Telephone

disadvantage
2 Complete the text about good customer service with the
collocations in the box.

Good customer service continues long after the customer places an

customer satisfaction if a
order. Every contact must contribute to (1) ___________________
company wants to build a long-term relationship and get (2)
repeat business It is important to agree on a (3) _____________
_______________. delivery date
that fits the customer's schedule, and to (4) ship
______________
products on time
and in perfect condition. If there are delivery problems, the company
must (5) __________________
deal with complaints politely and efficiently, and
(6) ___________________
exchange products if necessary. Satisfied customers will come
back for more. These (7) _________________
returning customers are especially valuable
when they make a (8) __________________
customer referral , that is recommend the
company's products to colleagues or friends.
 Complete these posts on a customer service forum with
4 the phrases in the box.

1 I’ve just received my new Internet box,

but I’m having……………………………
installation problems. Can anybody help me?
2 I ordered a new TV from a website that has …………………….
a money-back guarantee
But the TV doesn’t work. What can I do?
3 I bought a ski jacket online, but they have………………………..........
shipped the wrong product
it’s too small, and it’s a horrible colour. Help!
 CONTACTING CUSTOMERS
• 5. What can the customers in Exercise 4 do? What can the suppliers do? Choose
two phrases from the box for each problem.

apologize and exchange call customer service to

provide technical support
the product complain
contact the helpline give a refund return the faulty product

Conversation 1 contact the helpline

provide technical support

Conversation 2 return the faulty product

give a refund

Conversation 3 call customer service to complain

apologize and exchange the product
 READING AND VOCABULARY
6 With a partner, decide what to do in these telephone
situations.

1. You're not sure what you are going to say to your customer during
the call.
2. You have to wait several minutes before speaking to your customer.
3. You're not sure what to say when your customer answers.
4. Your customer is not at their desk.
5. Your customer wants something you don't have.
6. You're not sure how to finish the conversation.
 Match the words in bold in the article in Exercise 7 with
8 the definitions below.
connect.
1. Put you in contact with another person ______
2. Press the right keys to contact someone by telephone ______dial a number
take a call
3. Agree to speak on the telephone ______
get through to.
4. Reach the person you want to speak to ______
5. Contact someone again with more information ______get back to
6. Respond to a message from someone who wants to speak to
you __________
return a call.
hang
7. Finish a telephone call up
______
8. Try again to reach the person you want to speak to call back
______
leave
9. Record details of what your call is about a message
______
10. Make someone wait and listen to music put______
on hold
TELEPHONING
 DISCUSSION
1 Then
With a partner, mark the expressions F (formal) or I (informal).
match the pairs of expressions that have a similar
meaning.

F I
I F
I I
F I
F F
 LISTENING
3 answers.
Listen to two telephone conversations and choose the correct

1. Mike and the receptionist are ___________

a. friends b. colleagues c. strangers
strangers.
2. Mike and Paula are ___________
a. friends b. colleagues c. strangers.
3. Sue is Paula's ___________
a. friend b. colleague boss
c. boss.
4. Sue is ___________
a. available b. having lunch c. in a meeting
meeting.
5. Sue is Mike's___________
a. friend b. boss c. customer.
c. customer
6. When Sue calls back, Mike is ___________
a. not available b. having lunch
b. having lunch c. in a meeting.
5 cannot
Work with a partner. In column 2, add reasons why your colleagues
take a telephone call. Make questions using columns 3 and 4.
7 Match sentences 1-5 with responses a-e.
e
d
b
a
c
FORMAL LETTERS
AND EMAILS
 DISCUSSION
Decide if a formal letter or a telephone call is better in
1 these situations. Give reasons.
2 MODEL
 MODEL
2 Read the email and letter above. Answer these questions.
1. Who is writing the email?
 Mary Hills, the workshop manager at a small manufacturing
company.
2. Why is she writing?
 She is writing to complain that she has not received the last four
magazines.
3. What does she ask for?
 She asks Workshop Weekly to send the missing magazines as
soon as possible.
4. Who is writing the letter?
 Pete Ashford, the customer services manager at Workshop
weekly.
2 Read the email and letter above. Answer these questions.
5. Why is he writing the letter?
 He is writing to apologize for the problem.

6. What action does he take to resolve the problem?

 He encloses the missing magazines.
7. What offer does he make?
 He offers a six-month subscription to New Logistics at half price.
 ANALYSIS
3 Number the paragraphs in the order the appear in the letter.

4 2 5 3 1
 LANGUAGE FOCUS
4 Complete these rules for formal letters and emails with the words in the
box
faithfully.
1. Dear Sir or Madam - Yours ________
sincerelly
2. Dear Miss/ Mrs/ Ms/ Mr Smith - Yours ________
3. Use Dear Sir or Madam when you _________don’t knowthe name of the person
you are writing to.
4. Use Dear Miss/ Mrs/ Ms/ Mr Smith when you __________ knowthe name of
the person you are writing to.
don’t know
5. Use Dear Ms Smith when you _________ if Jane Smith is married or
single.
6. Use Dear Mrs Smith when you know that Jane Smith is _______ married
7. Use Dear Miss Smith when you know that Jane Smith is ______ single.
5 Put the words in the correct order to make sentences from a
business letter.
1. you/ the/ problem/ please/ into/ look/ Could/?
 Could you please look into the problem?

2. you/ would/ We/ us/ grateful/ if/ could/ be/ phone/ as/
possible/ as/ soon/.
 We would be grateful if you could phone us as soon as possible

3. you/ problem/ our/ to/ this/ Thank/ bringing/ attention/ for/ .

 Thank you for bringing this problem to our attention.
 Put the words in the correct order to make sentences from a
5 business letter.
4. this/ sincere/ our/ Please/ for/ error/ apologies/ accept/.
 Please accept our sincere apologies for this error.

5. working/ We/ to/ this/ soon/ as/ resolve I as I problem I possible I

are/.
 We are working to resolve this problem as soon as possible.

6. up/ our/ mistake/ make/ To/ for/, ...

 To make up for our mistake,
6 With a partner, decide what is wrong with these messages. Then
rewrite them.
1 Dear Mr. Otis,
The older residents at 52 Primrose Avenue really need the lift. Unfortunately, you have
charged us for repairs but our lift is out of order again. We would be grateful if you
could fix it as soon as possible.
Yours sincerely,
Mark Flynn

2 Dear Mr Flynn.
Thank you for your email, and for bringing this problem to our attention. Please accept
our sincere apologies for this situation. Unfortunately we are having some problems
obtaining parts. but we are working to resolve this problem as soon as possible. I can
confirm that we can repair the lift next week, Please find enclosed a catalogue: to
make up for the inconvenience. we can offer you a new carpet for your lift at half price,
Please feel free to contact me again if you have any other
questions.
Yours sincerely,
Henry Otis
 OUTPUT
3 Exchange formal emails with a partner. Student A: read the information
below. Student B: turn to page 11S.
• Sitiation A.
You are the manager of a bus company. Student B has a company that
supplies fuel economy systems for your buses. These systems normally
save fuel, but, at the moment, your buses are using 10% more fuel than
usual. Write a formal email to Student B to complain.

• Situation B.
You are the manager of a company that manufactures fuel economy
systems for trucks and buses. Student A has a bus company and is one of
your customers. Most of your employees come to work by bus, but, at the
moment, the buses are running late - 15 minutes on average. Your
employees are arriving late and you are losing production time. Write a
formal email to Student A to complain.
 HOMEWORK
• Learn new words of Unit 2
• Do all exercises in Grammar (p.26-p27)
UNIT 3: JOB INTERVIEWS & CAREER
GETTING A JOB
 Key new words
1. to attend (an interview): 15. position (n):
2. to make a good impression: 16. strength (n):
3. job offer (n): 17. weakness (n):
4. job fair (n): 18. optimistic (adj):
5. ads (n): 19. pessimistic (adj):
6. candidate (n): 20. ambitious (adj):
7. to recruit: 21. hard-working (adj):
8. to hire:
22. loyal (adj):
9. resume (n):
23. flexible (adj):
10. work placement (n):
24. tolerant (adj):
11. primary school (n):
25. leadership (n):
12. productivity (n):
26. business loan (n):
13. career path (n):
27. official paperwork (n):
14. promotion (n):

29. return on investment (n):
30. venture capitalist (n):
31. interest rate (n):
32. borrow capital:
33. business plan (n):
34. start-up company (n):
35. to register a business:
36. to enter a new market:
37. brand image (n):
38. market share (n):
39. to conduct market study:
40. to run a campaign:
41. to buy space:
42. to raise awareness:
Key new words
43. revenue (n):
44. profit margin (n):
45. variable cost (n):
46. fixed cost (n): 57. to forecast:
47. management fee (n): 58. quotations (n):
48. business model (n): 59. enquiries (n):
49. franchiser (n): 60. anticipation (n):
50. know-how (n):
51. royalty (n):
52. negotiator (n):
53. to sack:
54. conference (n):
55. marketer (n):
 GETTING A JOB

There are 4 types:

How many types of
interview questions are
there in an interview?
+ Background questions.
+ Specific questions relating to
the job being applied for.
+ Past-behavior questions.
+ Imaginary scenario questions
 GETTING A JOB

What’s a CV
(curriculum vitae) ? It’s a short document that gives
an overview of a person’s
experience and qualifications.
 GETTING A JOB
Tell a partner about a holiday job you did.
+ What did you do?
+ How did you find it?
+ Did you have an interview? Tell somethings about this interview
1 DISCUSSION

1. Are you an ambitious man?

2. Do you have a clear career routine? What will you be in the next five years?

3. How do you understand two terms ‘satisfiers’ and ‘motivators’?

 READING
Read the first three paragraphs of the blog opposite and
2 answer the questions

1 What was Lenny's dream job?

 working for an Internet company.

2 How did he find the job?

 by visiting a virtual job fair.

3 What risk did he take?

 he found Annie's name and emailed her.
 READING
3 Read the first three paragraphs of the blog opposite and
answer the questions
1. Lenny ___________________________
a. had family connections b. started a company c. c. just gotgot
just lucky
lucky.
b. by online chat
2. Lenny contacted Julie
a. by email b. by online chat c. by telephone.
3. Julie told Lenny to _________________c. wait for a call from Annie
a. email Annie b. call Annie c. wait for a call from Annie.
4.a.Lenny
wrote___________________________
to Annie
a. wrote to Annie b. phoned Annie c. waited for Annie to phone.
 READING
Read the last three paragraphs of the blog and number
4 the events in the correct order.
.
4 6
3 2
1 8
7 5
 READING
Read thethe
Read lastlast
threethree
paragraphs of theof
paragraphs blog
theand choose
blog and the correct
choose theanswer.
5
Sometimes more than
correct answer. one answer
Sometimes moreisthan
correct.
one answer is correct.

1. Lenny took his time to answer Annie's questions because ______________

. a. they were very difficult
b. he wanted to make a good impression
b. he wanted to make a good impression
c. he was passionate about his work.
2. Lenny was sure he was on the short list when he had
a. an interview by phone
b. an interview in Brussels
c. an interview in Dublin.
c. an interview in Dublin.
b. had
3. At Google headquarters, Lenny
a. played volleyball
a. played volleyball interviews
b. had interviews c. met four or five people.
4. Lenny received the job offer c. in Brussels
a. in California b. in New York c. in Brussels.
 GETTING A JOB

Discussion:

1. How difficult is it to get a good job in your country at the moment?

2. What are your plans for getting a job?
3. Are you prepared to work abroad?
4. What is your dream job and how will you get it?
 LISTENING.
6 Listen to three people talking about how they got their jobs. Complete the table.
1 What was he/she doing before
he/she got the job?
2 What sort of job did he/she
find?
3 How did he/she find it?
4 Why is he/she happy?
Amy Rob Denise
1. Graduated with 1. Work in a really boring
Bachelor of Commerce software company.
1. Studying her last year at
degree -> found a job
engineering school.
2. . a more creative job
2. An entry level job with a cool company.
2. An internship at
with a small local hotel
Honeywell.
3. He found out about the
company by talking
3. through a conversation
about a new
with a yellow passenger on
programming language
a plane who suggested
3. In an ad in the on Twitter.
several companies.
newspaper
4. 4. He got a job with a
4. She was the first person
4. A year later, her company that had
in her class to get a job.
experience and skills everything he wrote on
got her dream job with his ideal employer list.
Marriott International.
JOB INTERVIEWS AND CAREER
Match the questions 1-6 with the answers a-f
c
e
a
f
b
d
2 Match the words in bold in Exercise with the
definitions below.
grew up
1. changed from a baby to an adult ______________
graduated
2. completed my studies ______________________
primary school
3. a school for children aged 5 to 11 _____________
degree
4. a course of study or university qualification ______
5. the American word for CV ___________________
résumè
intern
6. a student who works in a company ____________
trainee
7. someone who is learning a job or profession _____
8. a school for children aged 11 to 18 _____________
high school
9. a job that a student does to get experience
(two expressions) work
_____________
placement/ internship
10. in another country ____________
abroad
3 With a partner, take turns to ask and answer the
questions in Exercise 1 about your own CV
7 Read the article “How to find the right job” (p. 51) below. Mark
the statements T (true) or F (false).
Read the article “How to find the right job” (p. 51) below. Mark the
statements T (true) or F (false).
1. It isn't important if your first job is not very exciting. T
2. It's best to contact as many employers as possible. F
It's better to read job ads, visit job fairs and tell people
you are looking for work.
3. Interviewers are only interested in skills and qualifications, not in how you
look. F
Dressing smartly helps to create a good impression.
F
4. It's best just to answer the interviewer's questions.
You should also prepare and ask some questions about
the company.
8 In each set of five below, match the words 1-10 with a-j to
make collocations. Then check your answers in the text.

e g
a j
d i
b h
c f
9 Complete the sentences with the collocations from
Exercise 8.
job ads
1. I read all the ___________ in the newspapers and visited three
job fairs
____________ , but I didn't find a job.
look to hire new graduates with the potential
2. Many companies ___________
to follow acareer path
___________ to management.
entry-level job will allow you to gain
3. Almost any _____________ experience and
______________
be promoted to a better position.
attend an interview
4. As soon as I was asked to ___________________, I started to
strengths and weaknesses
prepare for questions about my _____________
get to know
5. The first interview is to __________________ the candidates; if
theymake a good impression
__________________________, they get a second interview .
 Listening and vocabulary

Listen to five people describing their job. Match the people with
the jobs below.
• Training Manager 5

• Personal Assistant 4

• Public Relation Officer 2

• Sales Representative 1

• Finance Manager 3
 Listening and vocabulary

• Listen again and complete the sentences.

responsible
• 1. I’m …………….............. for taking orders, presenting new products and taking
care
…………………….. of customers.
organize deal
• 2. I ……………………… events and I …………………………. with journalists.
manage
• 3. I ……………………… a team of business analysts.
handle run
• 4. I ……………………. letters, email and phone calls and I ………................ the
Director's office on it day-to-day basis.
look
• 5. I …………………….. after the development needs of all departments. I
deal
…………………… with external course providers.
 HOMEWORK
• Learn new words by heart
• Do all exercises in 4.3 Grammar (p. 52-53)
4.4: SPEAKING AND INTERVIEWS
 DISCUSSION
1 Read the statements and note your opinion in the table.
 LISTENING
Jessica is a candidate for a job as a management trainee with
3 Facebook. Listen to Part 1 of her interview and answer the
questions.
1. Which five adjectives describe her character?
 ambitious, flexible, tolerant, loyal, hard-working.

2. What opinion does Jessica disagree with?

 some people say that Facebook is already finished.

3. What two opinions does Jessica partially agree with?

 some places are very difficult for a young woman; five years is
not very long to become a manager
 LISTENING
Listen to Part 2 of Jessica's interview. Complete the
6 sentences.
managing her _________.
1. Jessica's strength is __________ work She's a
very ___________
organized person.
impatient and she's not
2. Her weaknesses are that she is sometimes _________
public speaking
very good at __________
at the last minute.
3. Jessica doesn't enjoy doing things _______________________
4. She enjoys ________ _______
working with people_______
ask questions.
5. The interviewer finishes by inviting Jessica to _______ ______
 SPEAKING AND INTERVIEWS
• 7. With a partner, find suitable words to complete the useful expressions for
interviews in Part 2 of the checklist. Then listen again and check.
1. What are your strengths and
weaknesses?
2. I'm quite good at managing my
work.
3. My friends say I'm never stressed.
4. I don't enjoy doing things at the
last minute.
5. How good are your communication
skills?
6. I really enjoy working with people.
7. I'm not very good at public
speaking.
4.5 WRITING CVs
 DISCUSSION
1 What information do you include in your CV? Mark these
ideas Y (yes), N (no) or D? (it depends)
 LISTENING

2 Listen to a recruitment consultant talking about what to include

in a CV. Compare what he says with your ideas from Exercise 1.
 SUGGESTION
 What do you include in your CV? Well, for almost everything, my
answer is 'It depends'. It depends on the country, on the culture, on
the company, on the job ... There are so many variables. It's
important to think about those variables and write your CV
accordingly. So, for example, if you want to work in a country where
religion is important, then, of course, mention your religion. But in
most countries, religion is a personal matter, so it's not relevant or
appropriate in a CV. If an attractive photo gives you an advantage,
include it. If you're applying for a job as a pet shop manager, include
your pets in your CV. I think the main thing is to ask yourself, does
this information make my CV more attractive to the employer? If the
answer is 'yes', then include it. If the answer is 'no', then don't.
3 MODEL
Read the CV. Underline the correct answers.

1. Robin is a woman
woman / a man.
2. Robin wants to become a trainer / a volunteer / aa manager.
manager.
3. Robin studied in Montreal/ Toronto
Toronto / Detroit.
automobile / tourist industry.
4. Robin has experience in the restaurant / automobile
5. Robin is good at running / singing / languages.
languages.
 MODEL
• Read the CV. Underline the correct answers.
4 ANALYSIS
Number these sections in the order they appear in the CV

4 2
1 7
5 3
6
 LANGUAGE FOCUS
7 Rewrite these sentences from CVs to give a better impression.
Use the verbs in brackets

1. I did various jobs in a production department. (assist)

 I assisted the production manager.
2. I phoned hotels and travel agencies. (deal with)
 I dealt with hotel and travel bookings.
3. I opened letters and signed for deliveries. (handle)
 I handled the mail and deliveries.
4. I gave out brochures on the company stand at an exhibition. (run)
 I ran the company stand at an exhibition.
5. I was the receptionist for company visitors. (welcome)
 I welcomed visitors to the company
 LANGUAGE FOCUS
7 Rewrite these sentences from CVs to give a better impression.
Use the verbs in brackets

6. I made sandwiches and coffee in a movie studio. (provide)

 I provided food and drinks in a movie studio
7. It was my job to imagine new procedures and make people follow
them. (design, implement)
 I designed and implemented new procedures.
8. My job was to tell the other people what to do and show them how
to do it. (manage, coach)
 I managed and coached the team.
 WRITING CVs
• What makes a Cv successful?
• Using reverse date order (i.e. putting the most recent course or job first) and
focusing strongly on the most recent job. Earlier jobs are only of passing interest
to an employer.
• Mentioning personal skills (being task-oriented, having the ability to meet
deadlines) only if they are true for you, and you can back them up with examples.
• Emphasizing achievements - concrete things you have done - rather than just
skills and abilities. For a university student, achievements might include running a
university club, organizing a social or sporting event, completing a project on
their internship, etc.
• Listing responsibilities and achievements with bullet points, and describing
them using action verbs: organized, set up, developed, implemented, liaised with,
etc.
 WRITING CVs
o Notes on CVs/ resumes
o European and Asian CVs includes photos; US resumes do not

o British CVs include personal details such as date of birth, marital

status, number of children, etc; US resumes do not

o British CVs usually include outside work interests (sports,

travelling); US ones sometimes don’t

o Your CVs should be totally honest; you should emphasize your

strengths, but not lie about your experience or skills, it should not say
anything that contradicts what you’ve put on your Facebook page, or
similar!
 WRITING CVs
o Leave out information that is irrelevant or that could give some
people a chance to discriminate against you (personal details such as
your height, weight, health, country of origin, religion, etc.)

o Limit your CV to a maximum of two pages.

o Lay your CV out neatly.

o Check for grammatical and spelling or typographical errors, and

do not rely on an automatic spelling checker.

o Get someone to check your CV before you send it

 Job interviews
o Further tips for job interviews:
 Research the company thoroughly.

 Have complimentary things to say about the company and its

products or services.
 Be confident and enthusiastic.

 Be prepared to talk about your strengths and weaknesses.

 Expect questions about difficult situations you have faced,

problems you have solved, etc .

 Have examples of successful experiences with groups or teams.

 Job interviews
 If you talk about your hobbies, try to say something interesting
and memorable (and just ‘music, cinema, travel’) .

 Have some questions you can ask the interviewer, such as:
- Can you tell me more about your training programmes?
- Can you tell me how performance is measured and reviewed?
- Are there possibilities of promotion for someone whose results
are good?
- Is the company facing any major challenges I don’t know
about?
 LANGUAGE FOCUS
• 8. Read the notes for Yann's CV.With a partner, decide which
information to use and how to organize it. Then write the CV.
Yann Leroux
Date of birth: 21 April, 1990 RESUME (=CV)
Natinality: French
Address: 18 rue des Moines, Paris

Career Objective
I hope to gain experience and develop my skill in a general management position in the hotel and
restaurant business.

Education:
2010-2013 MA international Economic , American University of Paris

Work History
January-June 2012 work placement, Volkswagen, Wolfsburg, Gemany
I assisted the Accounts Manager.
June-August 2011 McDonalds @ restaurant, South Kensington, Lodon.
I managed the kitchen staff.
June-September 2010 holiday job, club Med, Tunisia
I welcomed clients and provide food and drinks.
Position of Resposibility
Student representative at University
I coordinated monthly meetings with management.
Committee member, Brest sailing club, 2007-2009
I organized and ran the annual regatta.

Other
Fluent English, basic German
Active member of Paris fishing club
Own vehicle and current driving lience
Motor boat lience

Reference
Availlable on request
 HOMEWORK
• Review unit 4 new words
• Do all extra exercises
• Prepare a CV for yourself