Business Administration and Finance 2 Ed

STUDENT

S

OOK

lncludes

:

Writing

uide

Vocabulary

uilder

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Office

Orientation

Finding

Your

Way

Office Routines Purchasing

Office Equipment

====:

Review

1

■

Using

Voicemail

■

Using the

Intranet Handling

Mail

Using a

Courier

Service

Review

2

Shipping

Import

and

Export

=====:

Receiving Calls Fo Jowing

Up

on

Messages

Review

3

Scheduling Meetings

Booking Offsite Events Planning

Meetings

■

Taking

Minutes

=="

Review

4

■

Organising Exhibitions Attending

Business Events

Making

Travel Arrangements Booking Hotels

&

Restaurants

Review

5

■

Taking Leave

and

Clocking

In

Security

in

the Workplace

Customer Service

Handling

Complaints

====:

eview

6

.

Market

Research

Marketing

Strategies Cash

Flow

Accounting

Review

7 Banking Insurance Global E-commerce

Dealing

with

Suppliers

===

=:::::

Review

8

• m

Teambuilding

eamwork

=====

Leadership

Skills

===:-::

■

Strategy Planning

Review

9

fl

Applying

for

a

Job

■

lnterviewing

Preparing

a CV

=·

====

·

~~~~

•

riting

a

CV

Review

1

Pairwork

Appendix

Writing

Guide

Vocabulary

Builder

·

======


í

n

Started

Vocabul

ary

paga

140

)

>

01

ead

the

e-man.

Complete the

chart.

To Ms Morgan

Fr

001

EIII

Cla

rti: Su

b

,ec

t Welco

me

to T

op•Sp

on

Dear

Ms

Morgan, We

lc

ome to Top-Sport.

lt s

great to have

you on

board. l'd like to describe the structure

of

the

company

to

you.

Mr

Bruce Larson

is

the

CEO.

The company has

got

tour

departments: Marketing, Finance, Operations and Human Resources. Each department is headed

by

a director

who

is in charge

of

the staff under

hi

m

or

her.

Ms

Lucy Grant is

our

Marketing Director. She has

got tour

marketing managers under

her

. They are in char

ge

of

the

sa

l

es

teams. The Financi

a

Director is

Mr

Edward Brown. He heads a team

of

financia supervisors. Each supervisor has

got

an

accounts assistant.

Mr

Gerald Trent

is our

Operations Director. The Operations Department has

gota

number

of

production teams headed

by

team leaders. Th

ey

plan and

develop

our

various products. Our Human Resources Director is

Ms

Sally Burnes. Under

rl hfülj@j,111jd.í3i,,

her

is the Personnel Manager,

who

has

go

t a

group

of

assistants.

Atta

ched

is

a diagram of the company organisation. 1 hope

it

will

make things clear.

Good

luck

in

your new

íob Eve Clark

Senior

Administrative Assistant H

uman

Resources

Think

of

a company

that

you

like. Go online and find

out

who

the CEO is. Can you find

what other jobs he

/ she had before

becoming

a CEO?

48

2

4

02

h

e Senior Administrative Assis

tant

Eve Clark is speaking

to

a

new

Junior Administrative Assistant Lisa Webb. Listen to the dialogue and complete the sentences.

1 .

The Human Resources Department

is on

the _ .

floor

2.

Jamie O'Donne

ll

is the .

...

.

..

. .

3.

Human Resources is on the same floor

as

4

The Operat

io

ns Department has the

who

le

of

the

..

..

.

..

.

..

floor 5. The Fina

nce

Department a

nd

senior management are all on the _ floor. 6. The CEO's personal assistant is in room

DO

h

::

:

:~:~

:~e~

(CEO)•

a

na

gi

og

Dk

ct

o

Human

Resources

ASSISIOnlS

03

>

02

Put

the words

in

the

correct

order

to

forrn sente

nce

s

from

the d

ia

logue. Then listen to

the

dialogue

again

and

check

your answers.

1.

everyone /

where / you /

in / te

ll

/ o

/f

ce / l

11

/

sits / t

he

··

··

·····

·-·

·

·····

·

·

··

·-

···

·····

·-···

····

··

···

·-·

··

···

···

·-··

·

···

··

······

·-

2.

departme

nt

/

ft

oor

/

on

/ The / is / the / H

uma

n Resources / first

.

.

....

-

.

.

.

..

.

....

-

.

........

.....

.

.

......

3.

him /

new

/

assisting /

be

/

in /

You /

your /

wi

ll

/

role

4.

us

/is

/

floor /

sa

me

/Marketing/ on / the /

as

5.

do/

senior management / the / Where / sil 6. CEO, / room

30

1 / Bruce Larson, / the / is/ in

··

··

····

··

-

··

······

··

····

·

·····

··

·····

·--·

···

-·

·······

·

····

··

······

··

··

·····

··

·-·

··

····

··

······

-·

-

Work

in

pairs. Use the• phrases from Exercise 3 to write a dialogue similar to the one

in

Exercise 2. Practise your new dialogue.


W

orking

with

Vocabulary

IC/IS )

VOCABULARY

PRESEN

T

ATION

4

Match

A

to

B

to

make sentences.

A

1

Toe Financial Director

2

Toe Marketing Director

3.

Toe Chief Executive Officer

(CEO)

4

Toe Operations Director

5.

A Senior Administrative Assistant

6.

Toe Human Resources {HR) Director

7.

A Sales Representativa (Rep)

8

Toe Head

of

IT

9.

Toe staff

B

....

..

a. are a

li

the workers

o

a company.

......

b.

plans

how

to sell a product.

......

c. manages the company's money.

....

..

d. travels to different places to

sen

products.

......

e. finds and trains new

emp

loyees.

..

....

t

makes sure that the company processes are efficient.

......

g. is the head of the company.

......

h. does office

work

.

i

looks after the company's computer systems. Look at the j

obs

in Exercise

4.

" -Thi

nk of

a reason

why

each

job

is importan

to

a company.

O

5

Write

the

correct

job

title next

to

the sentence

th t

person might say.

Accounts Assistant • Financia Supervisor Personnel

Ma

nager • Production Team Leader Senior Manager

1.

"l've made a list

of

five candidates

who

look suitable for the job. •

......................................................

_

...

.

2.

"We have to check that all the machinery

is

working correctl

y.

....

...

................

...

...................................

.

3

"I need

to

finish this bud,get statement for the

board

meeting

this afterrnoon. •

···· ···· ·

·

···· ···

4. "Mr Jenkins has asked

me to

help him with the invoices."

·

·

······

.........

_

.........

..........

..

_

............

5. "l'm busy preparing a prescntation

on

strategy for my department for the next three years. • .

..

........

..

........

......

_

.

....................

_

....

.

6

Write

the correct

word

in

each pair

to

form

a phrase.

1.

get

• sell a

..

.....

..

........

-

..............

..

.........

a product

b .....

-

a

ob

2

hire • make

a.

..

..............

-

.........................

new plans b ...

.....

..

.................

..

.........

-

.....

a new employee

3.

explain •

show

a

.................

-

................

-

......

how

to use a machina b.

...

-

....

....

..

-

...

-someone around the office

4.

attend • describe a

.......

..

........

-

.........................

a problem b .

.......

..

........

-

.............

..

-

......

a meeting

5.

develop • rep

ly

to

a ....

...

....

...

..

-

.................

-

...

-a product b

.................

-

.....

.

...........

.......

an e-mail

6.

be

in charge

of

•

pay

a ..

.....

..

........

-

................

-

......

a department b

.....

..

..........

_

.......................

an invoice

7

>

oo

The

Market

i

ng Director is

introducing

a

new

marketing

m n ger

to the staff in the

dep rtment

. Listen to the dialogue and

m tch

the people 1-5) to

their

responsibilities a-e)

1

Jen Baker

4

Ciare Jackson

2

Ed Harris

5.

Toe

sales

team

3.

Mark Hall

...

.

..

a.

meets customers out

o

the office.

•.

.

..

b. is in charge of market research.

..

...

c. is in charge of

cus

tomer relations.

...

..

. d. assists Catherine Smith, the Marketing Director.

..

..

.

e.

is in charge of producing promotional material.

Work

in

pairs. Student A:

You are a

new

employee

al

Top

.

Sport.

Student

B:

You are an administrativa assistant there.

Writ

e a dialogue in

whic

·h

Student

A

asks

ques

tions

to find out about the structure

of

the company and

tudent

B

provides the

a

nswers

. U

se

the

chart

in

Exercise 1

on

page 4.


0

>

ett

i

ng

Started: Vocabu/ary page

@

>

04

Read

the

two

e-malls.

Then

complete the

fl

oor

plan

with

the information

(a-g).

To

: MrRogers

From

:

KellySanders

Subjeet;

Your

lnt8MIIW

Dear Mr Rogers, Your interview next week is with the Marl<eting Director. His office is on the second noor, room 204.

I1 s

the last

room

on

the right. When you come

out

of

the

lift,

you will

be

in front

of

room

20

1.

Turn

right. Then, turn

le

ft and

wa

lk down the corridor past the conference room on your right and the toilets

on

your left.

1

sit in r

oom

203, which is opposite room 204. Please

come to

see

me first. There are sorne forms you have

to

fill

in before the interview.

1

l

ook

forward to meeting you. Yours sincerel

y,

Kelly Sanders Marketing Department

To

: MsGleas()(l

From

:

Usa

Jones

Subjeet;

Your

lntervíew

Dear Ms Gleason,

2

>

os

Two visitors

A

nd

D)

t

a company are assisted by employees B and C). Listen to the dialogues

and circle

the

correct

answer.

1. A: E

cuse

me

l ve

got

an appoin ment

w th

Mr

Chandler

at

Cosm1c Electron1x.

8:

He s

in

room

1

411

/

1411.

Take the lift to the

2·

fourth

/

fourteenth

floor. When you come out

of

the lift, turn right and then left. His room is

a.t

the end

of

the corridor. A:

A,

Id

W

1ere·s

the

lift?

8:

lt s over there. opposite the stairs. A: One more

3

thing

/

question

How

do

I

get to the

to1Iet.,?

8:

There are

to

ilets here in the lobby, next to the

li

ft. A:

Thanks

for your

help

:

You re

welco

rie. 2. C:

Good morn ng

,

Mrs

Landy. Welcome to Cosmic Electronix.

l m Amy

Adams. a production team

•·

member I leader.

D:

N1ce

to meet

you.

Amy. Your

offices

are

lovely C: Thank you. Woutd

¡ou

hke

something to

drink

before your meeting

with

6·

Mr

Car/y/e

I

Mrs

Car/y/e?

D: No, l ve just

had

a coffee, thanks. C:

Then

show you

a,

ound

our offices and Introduce you

to

everyone. Your interview next Tuesday is with the Human Resources Director. Her office is

on

the second

noor,

room 202. D: That would

be

6

nice

/ove/y

.

C:

The Operations Department

Is

on the

top

floor,

so

we II take the

li

ft. hen you come out

of

the

lift,

turn left. Then, turn right.

Room 202

is

t

he

second room

on your

left,

j

ust

alter

t

he

kitchen. lf you re

early,

go

to the cafeteria next to her office

on

the other side. Yours sincerely, LisaJones Human Resources

1

6

a. Room

201

b.

Room202

c. Room 203 Secondl

F.loo~

2.

7

/~

Stairs

lift

d.

Room204

e.

Cafetería

3

Conference

Room

f.

Kitchen

g

Toilets

3

Read the dialogues

in

Exercise 2 again. Then write T true)

or

F

fa

lse) next to each statement.

..

1 Mr Chandler s oífice is

on

lhe fourth floor, next

to

the

hit.

..

2. The only way to

gel

to the other floors

of

the building is in the

li

ft

_ 3. There are

to

ilets on the ground

no

or.

..

4. Mrs Landy

li

kes the offices

..

5. Mrs Landy wants a cup of coffee before the meeting

..

6. A

my

is taking

Mrs

Landy to the ground floo

r

ial

;i.fiiii•ii,k:::JI

Work

in pairs.

Practise the dia

logues in Exercise 2. Pay

attention

to

the

expressíons in colour.


W

orking

with

Vocabular

y

I

IS

)

V0CABULARY

PRESENTATI0N

O

4

Complete the se

nt

en

ces

with the words below.

reception • ground floor •

lobby

•

top

floor conference room •

corridor

• warehouse cafetería •

car

park

•

toilets

• kitchen stockroom

1.

There are a lot

of

people coming to the meeting,

so we

will need to

book

the ..

.

.

....

.

........

.

.

.

2.

You

go

i

nto

a building

on

the _ -

.

3.

There are men's and women's

.....

.

...

.

on

every floor of the building.

4.

You

can buy sandwiches in the .

.

.........

.

5.

There's a lovely view

of

the city fmm the

..

.

.

. . .......

of

the buildin

g.

6

When you arrive at the

bu

il

ding, first

go

to -

-.

.

.....

..

. in t

he

-

-

-

. to

ge

t your visitor's pass.

7.

Yo

u can make yourself

a

cup

of

coffee in the

8

There are hundreds of products

on

the shelves in the company -

....

-

.

9.

lf you are driving, there's a

......................

.

.

....

..

opposite the building.

1

O

Walk

ali

the

way

to the

end

of

the and then turn left.

11

We keep office supplies. such as papar, folders and staplers, in the ..

.....

...

-

.

Os

Match

the

wo

rd

s in

A

to

their opp

os

ite

s in

B.

A 18

1.

up

2.

enter

3.

turn right

4.

in front of

·

·ª

·

behind b. ex

it

....

. c. down

d.

turn left

In

the

UK

,

you

entera bu

i

ld

ing

on

the

ground

fl

oor

and

you

go

up to

the

first

floor. In the US,

you

enter a

bu

il

ding on

the

first

loor and

go

up to the

se ond

floor.

O

6

6

Complete the sentences according to the floor plans below. Then

li

sten and check yo

ur

answers.

1

Go

up

the stairs to the first floor. Toe . ....

.

.

_ is

on

your left. 2. The ·-

···

.

is on

the fir

st

floor,

oppos

it

e the li

ft

. 3. When you leave room 603, turn left. Go past Human Resources and you'

II

find the .

.. on your right.

4.

Take the lift to the si:xth

l

oor

, then turn righ

t.

Room 602 will

be

on

your right. lt

's

be

tween rooms

..

-

....

-

-

..

..

and -

.

-

-

.

5.

Take the lift to the first floor. Turn right and

go

straight.

The

_ -

is at

th

e end

of

the

corr

i

dor

. 6. Go

up

to the six

th

floor. Come out of the lift

and

go

straight. Turn left and the ..

..

.

..

..

.

are

on

the right.

S

to

ckroom

102

Warehouse

lffll

,_

Llft

S1

alrs

101 103

Toilets

K tch

en

Finance

Human

Conference

o,panm•ni

esourcu

Room

CEO

lffll

',_

Llft Stalrs

601 602 603

Work

in

pairs. You have got an incompleta floor plan of the

th

floor. In turns give your partner dire

cti

ons from one place

to

J

nother and co

mpl

e

te

your floor plan. Student A:

Use the floor plan

on

page 104.

Student B:

Use the floor pl

an

on

page

120

•

Wo

rl oo

k page 4


e

tt

i

ng

Sta

rted

: Vocabulary page

141

)

>

1

Read

the

Job

advertlsement. Write T (true)

or

F

(false)

next

to

each s

tatement

below. Copy

the

phrases

that

gave

you

the

answers.

Administrative Assistant

StarOrb Corp

or

a

tion

•

Swin

d

on

, United

King

dom

57

applicants

0

Full-time (Monday

to

Friday,

9.00

am

to

5.00

pm

111

Office-based

il

250+

emp

loyees

Responsibilities:

•

Telephone:

answering incom

i

ng

calls,

screening

calls, taking

and

delivering

messages

•

Coirrespondence:

distributi

ng

incoming

mail

,

sending

e-mails,

updating mailing

li

sts

•

eet

ings:

schedulíng meetings,

t

yping agendas, taking

minutes,

ass

isting

in

p

rep

aring

presentations

Candidates must be proficient

in

:

Microsoft

Word,

PowerPoin

t

and

Ex

cel

;

Data

entry;

Desk

research

tN4tl

The

Administrativa Assistant

..

.

...

1

will

talk

to cl

ients

who

p

ln

one

th

e company

..

.

...

2. will

give

people items

that

arrive

by post

..

.

...

3.

won t attend

meetlngs

..

.

...

4

mus

t

be

flexible

about working

hours

..

.

...

5.

mus

t

know

how

to

use

word-

process

i

ng

software

··

··

· ···

.

·

·

.

......

.

___

-

-

.

......

____

_

..

.

...

6. will

never have

to work

with

spr

eadsheets

..

.

...

7.

mus

t

be

able

to

fi

nd info

rmation on

the

In

ternet

··

·

·-····-·

·

·

.

··· ···

.......

-

...

····

··

······· ··········

·

2

> 08

A manager

r

Robbins is talking

to

his n

ew

admínislrative assistant. Listen to the dlalogue and complete the sentences with the correct words from the dialogue.

1.

When

visitors

ar

rive,

Kat

e mu

st

a

sk

if

th

ey

want

a

····

.

··

·····

··

····

.

·

·

·····

··

·······

.

2.

In the l

og

,

she

needs

to incl

u

de

the

ti

me

t

he

visi

tar arri

ves,

...

.....

...

....

....

.

......

. -·

···

·

.

....

he /

she

ís vi

sitl

ng

and

the

time

he

/

she leaves.

3.

When

the

vis

it

or

leaves,

K

ate must ma

ke

su

re that

he

/

she

returns

the

...

.

......

..........

.

......

......

·

-····

.

4.

One

of

Kate

s duties

is

to

check what office

suppl

i

es

they

ha

ve

ev

ery

···

·····

5.

Mr R

obbins

needs

K

ate

to help

organ

i

se

a

meeting for

next

Th

ursday

at

.............

.

...................

.

......

.

....

.

6.

There

w

ill

be·

·

··

····

··

··

·

·-

···

··

··

··

·····

·· ······

.

people

at

t

he

budg

et

revle

w

meet

in

g.

3

Combine the words

in

group

A

with the words

in

B

to

make

phrases.

Th

en use

the

phrases

to

complete

the

sentences.

A:

at

• book • in •

keep

•

set

• w

hen

• responsible

B:

for •

charge

•

all

•

a

l

og

•

a

room

•

up

•

necessary

1.

No probl

em

····

·

-·······

·

······

··

······

·

········

·

··

.

·

·

·······

.....

, Mr Robbins

2.

Y

ou

re

. -.

..

..

.

..

..

........

..

....

.

.

.

...

..

...

..

receiv

in

g

visito

r

s. 3.

Sho

ul

d

1

.....

.

......

.

..........

.

......

.

.......

········

·

·····

··

····

of

the

vi

si

t

ors?

4.

Y

ou

II

also

be

.....

..

.....

..

......

_

..

.....

..

.....

.

····

.

..

......

..

....

of

office

suppl

i

es

.

5.

Y

ou

shou

ld

order new supplies

6.

l m a

li

....

.

.

..

...

.

...

..

..

.

.....

.

_

.

..

.

...

..

...

.

...

.

...

.

on

the

system

.

7.

Co

u

ld

you

...

...

.

....

..

...

....

.

...

.

....

....

....

...

.

...

..

for

this

month s budget

rev

i

ew

meet

in

g,

please

? There

are

ma

ny

ways to make polite

req

uests in English. Using

C

ould

or

Would

is more polite than

us

i

ng

Can.

Co

uld

you please e-maíl t

he

agenda to everyone?

Would

you

please e

ma

il the age

nda

to everyone?

C

an

you

please

e mail

the agenda

to

everyone?

Work

in

pairs. Write a dialogue similar to

the

one

in

Exerci

se

2

using

the phrase

s

from

Exercise 3.

Prac

tise your dialogue.J


W o

rking with

Voc

abular

y

(

IC IS

)

VOCABULARY

PRESENTATION

O

4

atch

each

of

the sentences

n

A with the logical continuation

n

B.

1.

We

send a lot of e-mails

every

day.

2. 1

spend a lot of my day doing data entry.

3

l'd

like

you

to conduct sorne desk research.

4

Could you pl

ease

take minutes at today's meeti

ng?

5

Can

you

deliver a message to

Mr

s

Ryan

for

me?

6

Can

you

update the

ma

ili

ng

list for our department,

please?

.

_

a.

We need

a record

of

everything we discuss

today.

-b.

We need

to keep

the

database complete. _ c.

We need

to add sorne new customers. d. lt's probably t

he

most common

form

of communication.

-··-

e.

She

needs to

call

Simon

Ha

r

ris

urgentl

y

.

f.

1

wan

t

you

to

find

out which count

ries

have

the

fastesl growi

ng

economies.

Os

Complete the sentences

with

the

correct

verb

below.

distribute • keep • prepare • receive • schedule screen

1 .

Yo

u ...

..

-·····-

·· .

.....

track of

ou

r office supp

lí

es

so

tha

t we don't

run

out of anything.

2.

Please

_

.....

_ .

my

ca

lls

carefully-l'm very busy, and I

do

n

t

have time to talk to

everyone

who calls.

3.

Could

you .

·-

····

··

_ a mooting fot tomorrow at 10.30

in

the conference

room, please?

4.

When

you _ visitors, it's

very

importan to

make them

feel

welcome.

5.

Please

.

lhe incoming

mail

as soon

as

possible

in

case

there s anything

urgent.

6.

Can

you

help me to -

this presentation?

1

need to

fi

nd

sorne

images for

the

sli

des.

O

Circle

the

correct response.

1.

Please

keep a log of any

visi

tor

s.

a.

Do

I include

who they

have come to

see?

b.

Should I distribute it now?

2.

Do

you

h

ave

experience in using spreadsheets?

a.

Yes.

In my last job,

1

often

wen

t to meetings to take th

em.

b.

Yes.

In my last job,

1

used

them

to

keep

track

of

expenses and budgets.

3.

What should you always say when

you

answer incoming ca

ll

s?

a

Say

a

greeting, the

name

of

the

company and

the

words 'How can I help you'?

b.

Ask

them

if

they

want a dr

in

k

4.

Are

your word processing sk

ills

good?

a.

Yes,

they

are.

1

often talk to customers

on

the phone

.

b.

Yes,

they

are.

1

often

have

to write reports for senior management.

5.

Can you

type the agen

da

n an

e•mail and

send

it out, please?

a.

f

course.

1

put it with

the

incoming

ma

i

l.

b.

f

course. Who is going to

the mee

ting?

07

> 09

A

sen

ior

administrativa assistant and

a junior administrative assistant are talking. Listen to the dialogue and

tick

✓

the

tasks

that

the junior administrative assistant is going

to do

today.

1

receive

a visitor

. 2.

sch

edule

meetin

gs

3.

type agendas

. 4.

update a ma

ili

ng

list .

5.

take

mi

nutes

6.

prepare

a presentation _ .

7.

file

documents 8. take

an

inventory of office supplies

9.

order office supplies

Your

Turn

Work

n

pairs. Write a dialogue similar to the one

n

Exercise 7

n

which a senior administrative assistant tells a junior administrative assistant to do the things that you didn t tick

n

Exercise 7. Practise your dialogue.


O

>

Gett

i

ng

Started

Vocabulary page 141

D

O

1

>

10

Read

tbe

e-mall.

Answer

the

questions.

To

:

panclgaoooun

ti

ngserv

i

ces.ne

tt

From

:

ril

eys

.co.nett

Subjeci:

Ouo

te

Dear

Mr Presten,

Thank

you for your

enquiry

regarding

pricing

information

.

Here

is ourquote:

4-d

ra

wer

filing

cabinet P

rojector

Shredder

5

3

4

5

Qu

ote

da

te:

4th

August

.

2023

De

livery

da

t

e:

16th

August,

2023

As

you

are

a

rew

customer,

we

wo

ul

d

ti

ke

to make

you

a

special

offer.

lf

you

confirm

th

is order within

fl\/8

days

we

wi

ll

give

you

a discount of

15

%

on

the order.

Yours

sincerely

MaxGrey

Director of

sales

Departmen

t

Riley

's

OfflOEl

Equ

ipment

1017.90

5

45.00

2

,725.00 177.22

531.66 5,460.00

21840.00 140.00

7

00.00

Subtotal

6,8

14

.56

VAT20%

5

,362.

91

Total

,177.47

1

Who would like

to

order t

he

equipment?

···

·-

··-·

···

····

·

···

·

-· -·

··

··-

.

.

.

....

,,

.•...

.

,

,,_,,

,,

_,,,._

,,,

.

-

.

_

2.

Has

he

ordered equipment from this company in the past?

3.

How

many

fi

li

ng

cab

inets does he need?

4.

H

ow

mu

ch

does one s

hr

edder

cos

t?

5.

What type

of

photocoplers does he need?

·

·

--·

··

··

·-·······

·

......

_

_

_

,,

,

___

6.

What special offer w

ill

he

get íf he places his order

be

fore

9th

August?

..

-

.

........

.

··

......

-

.......

-

.........

_

Look at the webs

ít

es

of three

office equipment suppli

er

s. Compare

the

prices of the items in Exerc

is

e 1.

Wh

ich website offers the best p

ri

ce

for the whole order?

O

2

>

11

A

junior

administrative assistant

A)

is

telling

a

co

-

worker

(B)

what

office

supplies

he

needs

to

order

.

Listen to the dialogue

and

fíll

in

the

missing

words

. A:

He

li

o, Leon. Mrs Jackson asked

if

you could order sorne office supplies.

B:

Sure, Janice.

What

would you

I

ke me

o

order?

A:

First -'

....

........

..

......

..

...

....

-

....

..

........

packets of ten highlighters.

One

2 .. _ ......................

..

.... _ .......

and one yellow. Do

you

know

1-tow

much

they

co'5t?

B:

1

hink ít's

a

little under

E:6

p

er

pack.

A:

OK.

We also need a dozen staplers.

B:

Wh1ch

type

do

you want?

They

have

ones that staple

up

to

3.

.

..

...............

....

............ ..

..

....

sheets -

they

are

about

rs

each -

or

ones that

can

staple

up

to

150

sheets. A:

Ho1,1,

nuch

are

they?

B:

They'

re

about •

......

...

......

-.

.....

...

.....

..

-.

...

.

..

each.

A:

Let's get the cheaper on

es.

B:

Sure.

Is

t

1e

e

anything

else we need?

A:

Y

es. We neoo

1

oo

.

..

........

..

....

....

.........

..

....

....

.... .

They aren't expensive, are

they?

B:

No. A pack

of

ten is only

E:11

.

A: Great. That's everything.

W ien

will

our order

arrive?

B:

lt's not

6·

••

-............... ··

···

··· ...... _ ..

yet,

so

if

Ido

the order now,

it

should

be

here

by

11

00

tomo1 ·ow.

3

ead

the

dialogue

in

Exerc

i

se

2

again and

write

T (true), F (false)

or S

(doesn t say) next

to each statement

.

...

.

.

1. M

rs

Jac

k

son

is the

Sen

ior

Office

A

dmi

ni

strato

r

..

..

2.

They need a total

of

20

high

li

ghters.

.

..

.

3.

They can

gel

al

i

of

the high

li

ghters that they need for less than

E:6

.

..

.... 4.

They need

12

staplers.

•..

5.

Janí

ce

thinks that the large staplers are too expensíve.

..

.... 6.

They have run out

of

writing pads

.

7.

The writing pads

cos

t

E:1

each.

..

..

8.

lf they order before midday today, they should

ge

t their supplies

by

11

00

tomorrow.

YourTurn

Work

in

pair

s

Prac tise the dialogue

in

Exercise 2. Pay attention

to

the expressions in colour


W orking with Vocabulary

C

S

)

VOCABULARY

PRESENTATJON

1

8

4

L

ook

at

the

pictures

. M

atch the

phrases

in

A

to

the

off

i

ce

supplies

in

B

A

1.

a packet of

2.

a sheet

of

3.

a

ron

of

4.

a

pair of

S.

a

bo

x

of

B

···-

a. paper

··

-b. scissors _ c. staples

..

_ d.

st

i

cky

tape

..

e.

highlighters

'

,

How

often

do

you

use the office ' supplies in Exercise

4?

What

do

you

use

them

for?

O

5

Complete the sentences with the words below

desktop

• shredder •

laptop

• filing cabinet photocopier • recycling bin • pen drive projector • scanner• pedestal

1.

1

travel for

work

a lot,

so

I

need a

..................

-..

..............

. rather lhan a

....

..

computer.

2.

Mrs Gregson wants

20

copies

of

this document,

but

the

.........

is broken.

3.

We sti

ll

keep sorne

paper

doc

uments in this

4. 1

need

to

show sorne charts in my presentat

io

n,

so

please

book

a room with a .

-

_ .

S.

Yo

u can use the .

..

-

...

-

-

. in

my

office to

pu

t

cop

ies

of

these old paper contracts into

he

database.

6.

Please use the -

-

to destroy lhese documents -they

con

tain

con

fi

dential information.

7.

Make sure you put your rubbish in the correct

8.

Put

lhe

PowerPoint on

a -

..

..

-

..

..

so

I

can plug it into the laptop when

I

give

my

presentation.

9. 1

keep a few files. sorne

pens

and my lapt

op

bag in

my

.

..

.

..

..

.

.

.

O

6

at

ch the words

and

phrases

in

A

to

their definitions in B

A

1. price

per

unit

2.

subtotal

3.

shipping cost

4.

invoice

5.

delivery 6. quality

B

a.

gett

ing items

to

a

customer . b. how good something is . c. how much each ítem

cos

ts d. a document

wh

ich lists the items that

we

re ordered and their prices .

e.

the price

of

a

ll

the ltems ordered, not including

tax

f.

the p

ri

ce

of sending items to a customer

O

7

12

The words and phrases

in

bold are

in

the

wrong sentences Write them next to the correct sentences Then list

en

and check your answers

1.

l've run l

ow

on

printing paper.

1

haven't

got

any.

2.

Discount mus

be

made

within

two

weeks

of

receiving the order

..

..........

-

............

.

............

.

.

3.

1 11

give you a

20%

quanti

ty

..

-.

.

4

How much

has he run

ou

t of you for all the office supplies?

..

-

.

..

_.

5.

Since

you ar

e

a

new custome

r

l'm

giving you a payment -

two

f

or

the price

of

one.

6.

l've charged paper clips.

1

haven't

got

enough.

7.

lf you order a large sp

ec

ial

offer

, you'II

get

a better price ..

..

-

Work

in

pa

ir

s

Student A:

You are a junior administrative assistant. You need sorne office supplies for an all-day training session for sorne sales reps. Turn to page

1 4

and placean

order with Student

B.

Your budget is

1::65

so

choose the options that will

keep

you within budget.

Student B:

You

work

for an office supplies company. Turn to page

120.

Aespond to Student

A

with the prices of different items and complete the or

der

form.

-

, • 1

Worlcbook

p ge

6


Reading

01

4

>

13

Read

the e-mall.

Write

T (true), F (false)

or

DS

(doesn

t say)

next

to

each statement

below.

Correct

th

false sentences

To

: Ora¡g

Pet

ers

From

: Victo,ia H

el

man

Subject:

New

jo

DearCraig,

Congratula1ions on

getting the job

with

us

here

al

Gregson

s

Bakeries.

As

your li

ne

manager,

1

would

usua

l

ly

be

there

to

go

over

things

with

you

on

your

first day,

but

I

am off

today, so

1

11

explain

a bit

in

this

e-mail

and then talk

to

you

tomorrow.

As

the

Junior

Admi

ni

strative Assistant,

you

will

be responsible

for

doing photocopying,

receíving visitors

,

showing

them around,

checklng

the offioe

supplies

inventory, helping

to schedule meetings

and

taking

minutes. Later

on,

as you

become

more

experienced

in the

role,

you

will

take

on

sorne

accounting

responsibi

li

ties

as

well.

As

you

know

by

now,

our desks

are

on

the second

floor

.

There

is a k

it

chen

opposite the

lifts.

The

toilets are

at the

end

of the

corridOí past

the

conferenoe

room.

The

cafeteria

is on the

ground

floor.

We

work

closely

with

the

HR

Department

on the third

floor.

1

have set

up a

meet

i

ng

for you

with

the

Personnel Manager

,

Paula

SWift,

at

10.30.

She

wants

to

talk

to you about

a

few

things

she

wou

ld

ike

you to

do.

Toe meeting

is

in

her

olfice

-

room

323

(when

you

come

out

t

the

lift,

turn

left

and

her

offioe

is next to

the

photocopiers). Alter

your

meeting

with

Paula,

please

check what

we

have

in our

stationery

cupboard

(there's

a

list

of

what shou

ld

be

there

on the doo

r)

and then

go

to

the

stockroom

on the

first

floor

to g.et

anyth

i

ng that

we

need.

Al one o clock,

you

need

to meet

the

other new staff

in

reception

for

a tour of the

buildlng

wilh

Graham

Moore.

Alter

that,

Ellie

Morrison

from

HR

will

tell

yoo

sorne ímportant

information

in

the conference

room

on

the

second

floor

about

company

policy, like

staff

benefits

and

how to

take ho

l

iday.

Final

ly,

can

you send

an

e-mail

to

the

'Ali

Staff'

mailing

list to

introduce

your.self

to

f Neíyone?

1

h

i

nk that's

an

for

today.

1

see

you

tomorrow.

Good

luck

Victoria

•...

1.

Today is Craig s first day.

.

..

. 2.

Victoria is too busy

to

talk

to

Craig today.

.....

3.

Craig will take notes

of

what people

say

in meetings.

··

·······

··

······

-··

······

··

······-·-

·

·····

··

····

·

······

··

·····

·-

··

··

·····

··

········-

··

······

··

··

.....

4.

Craig

won t

have any accounting responsibilities at

fi

rst.

-·-5.

The toilets are opposite the conference room. -·-6. Paula Swift wants Craig to

do

sorne

photocopying for

h

er.

___

.......

.

..................

·

·········

·

.

·······

...................

...............................

.

........

.

.

. .

..

. 7.

There isn t enough statlonery in the cupboard, so Craig needs

to

get sorne more .

.. .

.

...

.

.......

..

........

·

·

....

.

...

.

......

.

...........

..

......

.

...........

..

......

.

...

.

.......

.

..........

...

.

...

..

8.

Graham

oore

is

going to

show

the

new employees around the building

..

..

_.

......................................

.

.......

_

....................

___

.....

..

...

.

........

,_

.....

...

.

-

···

9. HA will talk to

the new

employees tomorrow.

...

..

.....

..

_

___

___

,_.,

__

_ _

___

__

,

....

..

......

.

-

..

.....

..

.

-

......

...

.....

.

_

.

.

10.AJI

n

ew

employees have to send an e-mail introducing themselves

to

the rest

of

the staff.


Writing

O

2

Imagine

that

you are Craig. Wrlte bis e-mall

introducing

himself

to

the

rest

of

the staff

.

lnvent

any

extra

details

that

you need.

Useful

Language

My

name

is

•

1

am a

new

/ the

new

.... l m

from

....

My

previous job

was

....

1

used

to

work at

..

l m very excited about coming

to wo

rk

at

.... l m looking forward

to

meeting and working

with

a

li

of

you. Best wishes,

9

Wrítí

ng

uíde

page 130

Listening

8

3

>

4

Sarah is talking

to the

receptionist

t

Brightside Windows listen

to

the dlalogue and circle

the

correct

nswer

1.

Sarah has a

job

in

terview at

12

o cl

ock

/ 2 o cl

ock

.

2.

Sarah is going

to

be

interviewed by one per

so

n / two people. 3. Sarah

is

being interviewed for the job of accounts assistant /

adm

inistrative assistant. 4.

Room

6B

is

on the first /

th

ird

noor. S.

To

find

room 6B, Sarah

will

need to turn left / right when she comes

ou

t

of

the lift. 6. The receptionist directs Sarah to the toilets

oppos

ite / up the stairs.

7.

The reception desk is

on

a different floor from / the same floor as the cafeteria.

Reviewl

Speaking

D

;:J

Work in pairs. Wllite a conversation

similar

to the one

in

Exercise 3 that includes the words and phrases below Practise your new dialogue

3 o clock • 4th floor • conference room corridor • meeting with Brenda Hitchins opposite • room 713 • tollets

Listening

O

5

>

5

Fiona and Paul

re

talking listen

to

the dial

ogu

and compl

ete

each sentence with words from the dialogue

1 Fiona

is

showing Paul how to

2.

Fiona

says

that the system

is

good for making

sure

they don t .

.

.

anything.

3.

They have already ·-

··

· ··

··

-·· , _

of

what they h

ave.

4.

They

have

to

order ten

.

.

..

. .

.

.

for the photooopier.

S

They need to order a laptop f

or

the

··········

·

···

···

········

·

······

··

··

·····

·

··

···

··

···

6.

They also need to order

t r

the sales reps.

7.

The

1T

department has asked Fiona

to

order

·

·····

-··

---- ''

for the conference room.

Speaking

6

;:J

Work in pairs. You are

both

administrative

assistants

. You have each

got

the

office

supplies

orders

for

a

department

at

your company

and

you

have

each

found

a di

fferent

supplier

.

Student

A: Tum to page 104.

Student

B: Tum

to

paga 120.

Combine your stationery orders and

work out

which

supplier

is

cheaper.


(>

etting

Started

Vo

cabula

ry

pa

ge

142)

)

1

>

1s

ead

the

e man

.

Complete the

sentences

New

message

>

P

$

To:

STAFF

From

Lucy

F

orbes

Sub¡e

cr

New

vo,cema

íl

seMce

To

all employees, We

ha

ve got a new voicemail s•ervice, and we want everyone to l

earn

how

to use it.

1.

Toe employees don't know

how

to use the voicemail service because it's _ . ver the

ne

xt two weeks, Kim from the

1T

Department is going to call each

of

you to arrange a

su

itable time for

a

short training sessi

on (ab

o

ut

15

minutes

).

She is going to show you how to retrieve, repla

y,

save

and delete mess

ages

.

She

is also going to give you your own PI

N.

2.

Kim

from the _ _ . is going to teach them how to use the voicemail service.

3.

The training sessions won

't

be very __ .. _ .

4.

They

are

going to leam how to listen,

save

and delete lf lhere

are

any problems, pl

ease

conlact me. Lucy Forbes

5.

Each emp

l

oyee

is

going

to

get

a d

ifferent

-

.

to

use.

Head

of

1T

6.

lf employees have got any problems, they should contact

O

2

>

11

Kim from

the

IT Department

is showing Sebastian

how

to use

the new

voicemail

service.

sten to the dlaf

ogue

Then

complete

Sebastian

's

e-mail

to his

colleague

James

.

To;

James

Kenclall

From:

Sebasllan

Vidal

Sub)ect:

New

YOicemaj

system

He

li

o James,

1

hope you had a

nice

holiday.

Don't worry about missing the

training

-

the

new

voicemail

system

is

realty

easy.

First,

ask Hugh

in

1T

to

send you

a

1 ..........

. -...

....

. _ •

Once

you

have

that,

you

enter it into your

phone

and

then

dial

2• ........ .................

..

...............

to

go

to

the

rna

in

voicemail

3•

....

. ............... .................

To

listen

to your

messages,

jusi

pr

ess

4 . -.......................

.

lf

you

want to

hear

il

again

straight

away,

en

t

er

.

................. ...

....

...................

You

press

e. .....

.........

........

if

yo

u want to k

eep

the message

or

7• ............

..

.... _ ........................

if

you

do

n't want to

keep

il. lf

you

want to

fast

forward

to a

later

bit

of

a

message, press

a.

.....

-

......

.........

......

........

,

and

to

rewind,

press

9

..

.....

..

....

..

. _

..

.....

..

. _ ... _

..

..... .

You

can check your messages from any phone

if

you

are

ou

t

of the

office.

To

do

that,

ri

ng your office number

and

wait

until

it

goes to

voicernai

l.

Then you press

'

º·

and enter your PIN.

iJ

et me know if

you have any

questions, or

you

can call

Kim

-

she s

very hetpfu

l.

Best

wishes,

Sebastian

~

~·

' 1 ,

What

are

the advantages '

of

using e-mail? hash

*

star / ast,erisk

150

one-five-oh-hash

155

one-double five-hash

3

>

11

hoose

the

correct

option

to

complete

the

sentences from

the

dialogue

Then

listen

aga

in and c

heck

your

answers

1.

How

do

I check / open my incoming messages?

2.

First. enter / write your P

IN

.

3.

How's / What's my

PI

N?

4.

What

do

I

do

before / after that?

5.

Then press / type

1 .

6.

Can / Could I

fast

forward

or

rewind messages?

7.

Where / When it goes to voicemail, press and th

en

enter your

PI

N.

Your

Turn

Work in

pairs Write a dialogue similar

to

the

one in

Exercise 2 using the expressions from Exercise 3 Practise your

new

dialogue


W

orking

with

Vocabular

y

(

C

S

)

VOCABULARY

PRESENTATION

04

Mat

ch the w

or

ds and phrases in A to the definitions

in

B.

A

1

outgoing

message

2.

incoming

message

3.

vo

lume

4

f

ast

forward

5.

rewind

B

a.

h

ow

loud or quiet somethi

ng

is ..

b. go

to

an

ear

li

er

part

of

a

recording

c. what a ca

ll

ar

hears

when

he

/

she

reaches

your

voicemail

d. go

to

a

la

ter

part

of a

record

i

ng

e. r

ecordi

n

gs

people

lea.ve

for

you

when

you

don t answer the phone

O

5

Replace the words and phrases

in

bold with the

co

rrect

word below

.

dial • location • re-record • retrieve • save • silent

1.

1

don t

usually

keep

voicemail

messages.

1

arely

need

to l

isten

to

them

agai

n.

2.

Can

I get voicema

il

messages

fr

om

any

place?

3.

When

you entera phone

number,

be

carefu

l

to

get

it

r

ig

h

t.

4. 1

didn t want to be disturbed, so

my

phone

was

set

to not make

any

sound.

5.

lf

you

want

to

change your outgoing

message

, press

1.

O

The

words

in

bold

are

in the

wr

ong sentenc,es. Write them

next

to

the

cor

rect sentenc,es.

1.

l'

m going to put

you

on headset so that

everyone can hear

you

.

.

2.

lf

you

call

someone

often,

you

should

add

him / her

to

your receiver

......

.

3.

Y

ou

should

replay messages that

you

don t

need,

so that

you

r voicemail doesn t get

ful .

4

lf

you need

to

delete someone about somethi

ng

urgen

,

it

s

bett

er to

cal

l th

an

send

an

e-mail.

5.

In most offices

today,

most people wear a loudspe

ake

r so

they

can

keep

worki

ng

when they

receive

a

cal

.

.

. . 6.

When

the phone rings,

all you

have

to do is pick up t

he

PIN

.

.

.

.

7.

Could

you contact that

message?

1

don t understand what

she

means

.

.

. 8.

To

switch on

yo

ur mobile

phone

,

yo

u h

ave

to enter your contacts -it has tour digi

ts.

O

7

1s

Julie wants

to

record sorne outgoing messages on her voicemail. Tom from

the

IT

Department is helping

her

. Listen to the dialogue and circle the

co

rr

ec

t ans

wer

.

1.

Firs

t of

all

, Ju

li

e

en

ters her .... a.

name

b.

PI

N c. outgoi

ng

message

2.

To

record a daytime

message

, Ju

li

e needs

to

choose

a.

the

number

1

b.

the number

2

c. da

yt

i

me

message

3.

Julie

should

press

3 ...

her

message

. a.

before

she

writes

b.

when

she

begi

ns

recording

c.

whe

n

she

fini

shes recording

4.

To

re-

record

her message after she r

ev

i

ews

it,

she should

press

the

number ..

a.

4

b.

5

c

9

Q O

5.

lf

there

is an

emergency at

nig

ht, the

caller

shou

ld

. .

QQ

o

a.

cal

l back

b.

press

9

or

5

c.

press

Your

Turn

Work

in

paírs.

You

both work

at

Jamieson s

El

ectronics (business hours 9.30 am to 5.30

pm

Monday to Friday). Student

A

You re

calling the

T

Department because

you

need

sorne

help

setti

ng

up

your outgoi

ng

voicemail

messages

. Student

B:

You

work in the IT

Department.

Fo

ll

ow the flow chart

on

page 1

05

and

act

out the conversation.


C,

>

Gett

i

ng

Started

o

cabu/

ary

page 1

O

1

>

19

Read

the

e-mall

.

Wríte

T

(true)

or

F

(false)

next

to

each

statement below.

<new

ernployees>

From

:

rr

oepa

r

unenl

~:

ln

uane

l

•

To

ali

new employees,

Welcome to

the company Here

are

instructions for logging into t

he

company i

ntranet.

To

register:

1.

Double•click

on the

company icon

on

your desktop.

2.

Enter your

username

and

create-

a password.

Your

password

Shou

ld incl

ude:

•

at least

8

cha

racters • letters {upper-

case

and lower-

case)

•

numbers

• speci

al

characters

3.

Cl

ick on

the

li

nk in

the

e-mail

yo

u

receive

to

actívate

you

r accoun

t.

Notes.

1.

Nevar

Share

your

password

with

anyone,

including other company

emp

l

oyees

.

2.

Don't write your password down

where

other people might

see

it.

3.

Don't use t

he same

password that

you

use ror

other account

s.

lf

you

have any problems logging

in

to the intranet, please log ticket with the IT Department

by

double-c

li

cking on

the

IT i

con

on

your

desktop

and

tnen

filli

ng

in

the

f

orm

.

e

can usual/y resolve any

i

ssues

within 24 hours.

Kevin

Jackson

1T

Departm

ent

1.

Th

e e-mail is for people who are new to the comp

any.

....

2.

Th

ey need to c

li

ck

onc

e on the icon to open the

in

tranet.

3.

The

company w

ill

give them a password.

4.

The password NhJ

47

&L would be suitable. •

5.

They will need to open

th

eir e-mail to complete the process.

6.

They must keep their password a secret from

everyone

.

•...

7.

They can can the

1T

Department 24 hours a day

if

they have any problems. A special character is anything on a keyboard that isn't a letter

ora

number:

&,

,

,@,e

tc.

02

>)

20

Sandra

(A)

is

asking

Jackie

(B)

for

sorne help

putting someth

ing

on the intranet

.

isten

to

the

dialogue

and

circle the correct answer

.

A:

Jackie,

ca

n you have a '

look at

/

read

of

this report Mr Bryant ask

ed

me

to put on the intranet? Do you think i

t'

s OK? B: Sure. Sandr

a. Well,

what

you

have

done

I wrltten

is

fi

ne.

The

heading says exactly what it

is

about.

Th

e 0ow chart you have embedded is

clear.

But

1

would move

th1s

paragraph

to

he

begmrnng

A:

OK.

'

cut

and

paste

that. B:

Al

so,

1

hink

you

should bold

t

e key dates. For most people, that will

be

the most

3

important

/

interesting

information.

A:

Good idea. Should I bold the names of the

•

departments peopte

involved

in

the project, too?

8: 1

h

ink you should u

nder1ine

them

so

that they

are

different from the dates.

A:

Good point. What

<tbou

the font? Is

it big

enough? B:

Yes,

it's

5•

fine

I good.

A: Great.

'

post

,t

on the

intranet now. B: Don forge

to

choose

the

co ect

tags

for it.

1

h

ink this one should have the tags 'HA' and 'flex

ib

le

wo

rking'.

A:

Ah,

yes.

That will help people to

6·

flnd I understand

it. Than

ks

.

O

3

Read the dialogue

n

Exercise 2 again Then tick

✓

the things that Jackie suggests doing

...

1

changing the heading . 2. moving sorne

tex:t

to a di

ff

erent place .

3.

using bold for when importan things

are

happen

in

g .

4.

use different styles for the names and the dates

5.

making the si

ze

of

the font bigger

6.

labelling the report wi

th

information on what it is about

l·i•i•iii•ii K::J

1

Work in pairs. Practise

the

dialogue in Exercise 2.

I

Pay

attention to the

expressions

in

colour.

__



IC/IS

)

V0CABULARY

PRESENTATJ0N

1

O

4

Write

the

correct

word under

each picture

bold • fl

ow

chart • cut • strikethrough • italics lower-case letters • underline password • paste upper-case letters

copy

•

AmySun

A45 *n

nY

1 .

username

2 .

.

...

...

u

I

AbCd

E

bCd

3 ...

..

.

..

.

ABC

DE

abcde

5 ..

.

6 .

.

.

..

.

.

.

bCdE

AbEd

E

7.

···········

··

················· ···

··

··· ····

8

.............

.

.

......

9 .

.

10 ..

..........

..........

...

.

11

.

12

O

5

Match

the

words in

A

to

their

definitions

in

B

A

1.

lag in

6

icon 2. lag out

7.

post

3.

font

8

comment

4.

paragraph

9

homepaga

5.

double-click 10. desktop

B

•.

a.

the style used for letters, numbers, etc

•.

b. laava a computar system

or

onlina account

•.

c. press tha

butt

on

on

the mouse twica quickly d. a small picture

or

symbol

a.

a gr

oup

of

sentancas on the sama tapie

f.

write your opinion about something that appears on a website

•.

g. the working area of a computer screen with icons

•.

h. pul a message

or

other information onto a website

•.

i.

accass a computar system

or

online account

•.

j.

the first

page

of

a

webs

i

te

wi

th links to

the

olher

sections

06

ook

at

the page

from

a

report

on the

intranet.

Write the correct letter next to each word.

o

..

..

1

background

...

..

2.

heading

.....

3.

column

.

....

4.

row

.

....

5.

bullet

...

..

6.

cell

lncoming

calls

decreased

in

2020

.

In

2022,

there was

an

,ncrease

in

incoming

calls

across

all

markets

.

r

2

019

2

020

2021 2022

.

-

1.3

-1-4

-0.5 0.8 2.7

-1

.8 1.0 2.6

G

-3.5 -2.0 -2.9 3.7

•

o

9.2 -3.2

-5.7

1.3

YourTurn

Work

in

pairs. Student A:

You

are a new manager and you

caU

the

1T

Department for help with your voicemail and íntranet. Ask questions

to

complete the information on page 105.

Student B:

You

wo:rk in the

1T

Depart

me

n

t

Answer the manager s questions using the information on page 121.

>

orkbook

page

8


•

Ge

tt

ing

Started

Vo

cabulary page

143

)

1

>

21

Read

the

page

from

the company

Intranet

.

Write T (true), F (false)

or

OS (doesn t say) next

to

each statement

be

low. Copy the phrases th

at

gave you the answers.

•

It

is

the responsibility

of

ou

r

team

of

adm

inistrative

ass

istants to

hand

le the i

ncoming

ma

il

.

The

qui

ck

and acc

u

rate

distributi

on

of

incom

í

ng mai

l

is

very important for the smooth

runn

ing

of

our

company.

P

ease

follow

these

pr

ocedures when

h

an

d

ling

the í

ncoming mail

.

a.

Ma

ke two

piles

of

ma

il:

one

with anything

marked

Pr

i

vate

or Confidential

on

it

and one

with the

rest.

b.

Open

the

ma

il that

does

N

OT

have

'P

rivate or Confidential on

it

and stamp

eac

h document wi

th

the

co

rrect date.

c.

D

ocumen

t the

ma

il ín the ma

íl

l

og

.

Put

the date

and

li

st the

sender

s

name and

address

an

d the

recip

ient s na

me.

d. Sort the

ma

il

acco

rding to

wh

ich department or

pe

r

son

it

need

s to

go

to. e.

Dístr

ibute t

he

ma

il

by

l

eavíng

it in

each

department s

ma

íl

bas

ket. A

ny

ma

il

mar

k

ed

Con

fidentíal or

Prívate

must

be

gi

ve

n

dí

rectly to the

rec

ipi

en

t.

o

1

Slow

distribution of

incoming

ma

il

costs t

he

company

money

2

On

ly one of the

adm

i

nistrative

assistants

has

t

he

r

esponsibllity

of dea

li

ng

with the

incoming

mall.

·

··········

·

······

··

··-··

-

··

·············-·

··

·-··

··

-·······

··

······-·

··

··-··

··-·····

··

···

3

AA

administrativa

assistant

should

open

ali

of

the

mail

and

stamp

the

date

on

it

.

··

··

······

··

-·······

··

···············

··

· ·· ··

··

·····

··········

·

······

··-······

····

·

4.

AA

adm

inistrative

assistant

needs

to

keep

a

record

of when

the

ma

il

arrived,

who

sen

t it

and who

it is

for.

.

5.

AA

adm

inistrativa

assistant

should

leave

ali

of

the

mall for

each person and

department In

the same

place.

2

>

22

The

manager of the maílroom,

is

s Harrís, ís talking to a new clerk, Richard,

about

the

process

for

handling

outgoing

maíl.

i

s

ten

to the dialogue and put the stages in the order

that

they talk

about them

. a.

ho

w to

organise

the outgoi

ng

m

ail

....

b.

where

to

take

the

ou

tgoing

ma

il

.

c. what

type

of posta

ge

to

use

.

d.

what

to check

for

eaclh

lett

er

...

e.

where

to

get t

he

outgoing

mail

from

f.

ho

w to check

the

postcode

In

the

UK,

first·class post is for next day deli

very

and second•class post

usuall

y takes two or thr

ee

days.

3

>

22

Put the word

s

in

the

co

rrect

order

to

form

sentences from the dialogue

in

Exercise 2. Then listen

aga

in and

check

your ans

wer

s.

1

mail

/

co

ll

ect / Fir

st,

/

the

/

you

2

al

l

he

/Check/ i

tems

/

of

3

sure

/are/ M

ake

/ a

li

/ signed / letters

•

..

..

·

····

··

-··

·

····

··-····

···

··

··

··

·····

···-·

······

··

·

···

·

··

·

4

address

/ the / postcode /

that

/

Check

/ t

he

/ includes / cor

ree

5

enve

l

opes

/

weigh

/ Y

ou

/

the

6

d

ocume

n

ts

/

be

/

A

li

/ by /

lega

l / mu

st

/ post /

sen

t / r

eg

ister

ed

___

Work

in

pairs.

Use

the sentences from Exercise 3 to write a dialogue similar to the one

in

Exercise 2. Practise your

new

dialogue.


W o

rking

with

Voc

bul r

y

( IC/IS )

VOCABULARY

PRESEN

T

ATION

4

omplete the sentences with the

words

below.

bill • contract • delivery • junk mail • subscription 1

We

put

through the shredder

all

the that

we

receive and use

it

instead

of

bubble wrap. 2.

1

scanned the . _ -.

after I signed it and sent it

by

e-mail. 3. There's a

..

-

for you. lt's a very large

box

-

wha

t

is

it?

4. A . -

.

arrived fr

om

our electricity supp

li

er today -it's for over

t200

5.

1

have a _ f

or

a music magazine f

or

one year -

1

receive a paper version every month.

os

ick(

: )

the

pairs

of

sentences

with

similar

meamng.

1. a. l've documented today·s mail. b. l've opened the mai

l.

2. a. The postage for this letter is

í .

1 28.

b

it

costs

e1

28 to send this letter. . _ 3.

a.

This mail is

domestic

. b. This mail is going

ou

t

of

the count

ry.

4.

a.

The letter reached its destination. b. The recipient

got

the lett

er.

. 5.

a.

Mr Ross signed

hi

s le

tt

er.

b. Mr Ross wrote his name

at

the end

of

his le

tt

er 6.

a.

1

st

amped

a

ll

the le

tt

ers with today's date. b.

1

sent a

ll

the letters today

....

7. a. The package

we

i

ghs

2.5 kilos. b. The

we

ight

of

the package is 2.5 kilos .... 8.

a.

This letter has got

two

enc

losures. b. Two other

doc

uments are in the same envelope as this letter.

O

The words and phrases in bold

re

in the wrong

sentences

.

rite

them next

to the correct

sentences.

1.

lt

takes longer for registered

pos

t to arrive,

as

it is comíng from another country -

2. When you

wr

i

te

a letter to someone, you are the

postcode

. 3.

1

sort

the

ou

t

go

lng mail from every department twice a day -

_ . 4. lt is importan to list the details

of

all

the incoming mail in the sender

.

..

. 5. We

co

ll

ect

the incoming mail before

we

distribute it to the departments

..........

.

.

..

6. lf you use international

ma

il, you get an e-mail to

co

nfirm that your item has been delivered.

7.

Can you l

ook

up the

ma

il l

og

for 27a Carnaby Street in L

on

don

forme?

.

.

-.

_ .

O

7

23

Two mailroom c lerks

re

talking about handling incoming mail. Listen to the dialogue and

tick

✓

the

topics

they

discuss.

..

1 sorting mail efficlently

.

2

stamping

mail

..

3. throwing envelopes away

.. .

. 4. documenting mail

..

5.

wr

iting

an

address correctly

..

. 6. opening confidential mail . 7. letters for more than one recipient

What are the common abbreviations used

in

addresses for these different types of streets?

Street • Road • Aven

ue

•

Bo

ulevard • Lane

o

Work

in

pairs. Student A:

You

are a new Junior Administrativa Assistant.

Student B:

You

are a Senior Administrative Assistant.

Follow the flow chart on page 106 and

ct

out the conversation.


•

O

>

eWng

Started

: Vocabu/ary page 1~

O

1

,.

,

24

Read

the

wayblll

.

Complete

the

sente

n

ce

s.

SPEE Y

SERVI ES

Te

l:

1632 496 0384

E-m

ail:

ln

fo

@

speedy

.

co

.nett

From:

Company

name:

DLT

Electronics Address: [115 Church Street Postcode:

LD7

6O

P

To:

Company

name:

Epcot Computers Sender s name:

Rona

ld Green

1

City / Country: [t.eeds,

UK

Telephone: 0113 496 0725 Receiver s name: Pamela Harkins Address:

23

Pine Street City / Country:

[9¡

r

diff

,

UK

Postcode:

CFS6

2LP

Telephone: 01632

496

0457

Sender's name

; [R

onald

Green

Collected

by

cou

ri

er

; X

1

Toe n

ame

of t

he

company sending the Date: [2¡2¡20231 Time: (11.00 am Sender s signature:

-[t-i

JJ~

goods

is

........

..

......

..

.........

..

......

..

........

. 2. Toe recipient

is

located in ·-··-·

.

Parcel Details:

3.

Toe g

ood

s were collect

ed

by

the

courier

at

No.

of

parcels:

[j1

Item

type: [Comput

er

rts

Total weight: [17.9

kg1

4. Toe packages

co

ntain

.....

..

......

...

.........

..

.....

..

...........

.

ltem

Length Width H

eight

Weight

l

13 cm 7

cm

8 cm 5.2 kg

2.

1

14

cm (8 cm [

10

cm (7.4 kg

3.

12 cm

10

cm 8 cm 5.3

kg

Special Instructions: handle with care keep

dry

X

keep away

from

heat

[x1

5.

Ali t

he

packages together wei

gh

6.

lt

em

3

is

..............

..

......

..

.........

....

....

....

l

ong

and

.......

..

_

..

.

.....

_

..

....

....

_

.....

high.

7.

Speedy SeNices must make sure

the

parcels are

kep

t

................

.

.................

-

...

and away fr

om

8.

Toe

goods

reach

ed

their destination on Receiver s name: [

Pamela

Harklns Date: 3/2/2023 Time: 4.00 pm Receiver s signature:

~l

....

......

...

..

.....

..

...

..

.....

....

........

.

al

.

..

............

-

...

.....

.

....

..

...

.....

....

.

O

2

,.

,

25

Th

e shi

pping man

ag

er

A

is

training

a new

sh

ipping

cle

rk

B)

.

Com

plete

th

e

dialo

gu

e with the words below Then llsten

t

the dlalogue

nd

c

he

ck your answers

print • fragile • measure • online •

forms

•

website

A:

You are responsible f

or

organising the shipment

of

goods. This includes preparing

pac

kages,

fil

li

ng

in the necessary · ..

....

-

..

....

....

....

..

-

.......

..

.......

and any other paperwork, and tracking shipments. B:

How do

I prepare packages? A: F,rs

you

Mu:;;t

put

the

goods ir

a

box

. Any

2· ....

..

-

......

..

......

..

-.

......

..

.....

...

it

ems

need extra protection,

such as

bubble wrap.

Then

we1gh

and

3 ....

..

_ ......

..

........ _ ......

..

.........

each package

. B:

Do

I label the packages? A: Yes,

you

-nust attac1

our

company

lélbel

and any

re1evant spec1al instruct1on

abels Alw

ays

4• .... -

-

.

a

labe

l with

the recipien

t s

address -don t write it

by

hand. B: Right. What about the forms?

A:

We

use an

5

....

...

........

..................

..

...

....

...

system

to

create

our

waybills. lt s called

On

lts Way. You fil n

the orm there

.

1

show

y

ou

how

to log

on

in

amoment

B:

O

K.

How

do

I

track

the

sh1pments?

A:

You can

do

that on the On lts Way

.

...

..

......

..

.......

..

.....

..

..........

..

. -

it gives regular

updates

of

the package s ex

act

l

ocat

ion.

Bo

th the

metr

ic

system

and

the

imperial

system

are used

in

the

UK. I

mpe

ri

al 1

ounce

=

1

pound

=

Metr

ic 28.350

grams

0.4563 kilogranns


O

3

Read

the

dialog_ue in Exercise 2 again and copy the sentences

th t

have

got the

same meaning

s the

sentences below

1 Pack the items.

2.

Check how heavy and

big

each package is.

··

·

·-

··

·

··

-···-·

··

·-·

··

-

··

·· ··

··

···~

··

·-·

··

-

··

··-·

··

-··

·

·

·

3.

Create a label with the details

of

its destinalion.

4.

We make the forms

we

need

on

a website.

,,

_

,

_

.

-

·

······ · ·

·-···-·

··

··

5.

How

can

I

find out where the packages are?

1

,

O

6

26

Circle

the

corre

ct

answer

.

Then listen and

check

your answers

1.

You label /

measure

something to check how long it

is

.

2.

You use

bubble wrap

/

paperwork

to prevent an

ít

em from breaking.

3.

You must

track

/

ins

p

ec

t each package carefully before it is sent.

4.

Oid a

li

the items arrive in

good cond

i

tion

/ special instructions?

5.

Use that nice paper to

mark

/ wrap the gifts. 6. According to the tr

acking update

/

wayb

ill, the shipment

is

30

kilometres from Miami.

7.

1

wanted

to

know

how

high the package was,

so

I

measured its wi

dth

/ height.

What

are the advantages

and

disadvantages

8.

1

needed

to

know

how

heavy the package was,

of

using a courier service comparad

with

using

so

I

checked its

leng

th /

we

ight. the normal postal service?

A

~

W 7

Complete the sentences with the words below Work

in

pairs Practise the dialogue

in

Exercise

2

Pay attention to the expresslons

in

col

our

Working with

Vocabulary

(

IC/IS

)

VOCABULARY

PRESENTATION

1

O

4

Circle the TWO correct answers

1. You can send a

shipmen

t

of

... using a courier service.

a books

b. messages c. clothes 2. You can use ... to give the length of something. a. metres b. centimetres c. kilograms 3. A

courier

is a ... that transports items. a. vehicle b. person c. company 4. A ...

is

an example of something fragile. a. bottle b. vase c. shirt

C9

5

Write the correct phrase under each label

handle with care • keep

dry

• keep away from

heat

this way

up

1 1

-

FRAGILE

T

• •

•

•

•

Ti

•

insure • forms • signatura • pick

up

• parcel

1.

You give your

....

..

.....

..

-

....

-

....

-.

..

.......

....

..

. electronically

to

confirm that you have received the delivery.

2.

What s ins

id

e

th

is

...

-

....

-

..

......

..

....

...

.....

-

..

......

? lt s

very

heavy. 3. Where is the courier?

He

must

.

.....

..

...

.

.........

..

..........

.

......

-

..

. the packages soon because

we

close in an hour. 4. There are a lot of .

..

......

..

.....

..

........

..

......

..

........

_ to fill out in order

to

make sure the goods clear customs. 5. You must

..

..

-

......

..

................

-

..........

..

. the shipment in

case

it

gets

lost

or

damaged.

1· .fij¡¡;¡¡ «:::i

Work

in

pairs Student

A:

You

are a

ma

nager. T urn

to

page 106 and give the mailroom clerk instructions

on

how to

send three items.

Student B:

You are a mailroom clerk. A manager is givlng you mailing lnstructions. Ask questions to complete the chart

on

page 121.

)

orlc ook

page 1


Reading

O

1

.

,

27

Read

the e-mall.

Answer

the questions below.

Now

me . .ge

O P

o

•

To: S

TAfF

from:

Ta

nya Harnngton

Su

b¡

e

ct.

Outgo ng

vo cema

I messages

Dear ali,

lt

has

come

to

my

attenti

on

that

sorne

of

the outgoing

messages

that

people

have

r

ecorded on

their

company

voicemails

aren t

as

helpful

or

professional

as

they

should

be.

In

sorne cases,

people

have

forgotten

to

say

their

name.

It

is

vital

that

you say

who

you

ar

e,

your job

tit e

and

the

name

of the

company

at the

start

of

your

message.

You

should also

say

why

you

aren t

answering

the

person's call.

Please

apologise

for not

answering

and

say

that

you are

either

away

from

your

desk

or

on

another

call.

If

you

go

on

holiday,

you

must

record

a

message

that

tells

the caller

when you

will

be

bac

k. If

appropriate,

you

can

also give

the

name

of

someone

else

that

the caller

can

contact

while you are away

from t

he

office.

Your

ou

t

going

message

should

also

say

when

you

will

call

the

pe

r

son

back.

Make

this

as

short a time

as

possib

l

e,

but

keep

it

realistic.

We

don t want

to

make

pr

omises

that

we

then break.

Fi

n

ish

by

ask

i

ng

the

caller

to

leave

a

message

that

inc

l

udes his

/

he

r

name and

number

and

the

reason

why

he

/

she

is

calling.

I

would

be

very

grateful

if

you

could all review your

voicemail

messages

and,

if

necessary, re

-r

ecord

them

so

that they follow

these guidelines

.

Best

wishes

,

Tanya

Harrington

Hea

d of

Sales

1.

What

two problems

has

Tanya

Harrington identi

fied

with

many

of

the

outgoing

voicemail

messages?

.....

....

..........

....

-

.....

.

.

.

___

........

.

.....

.........

.........

.....

.

2.

What

information does

Tanya

want the empl

oyees

to include at

the

beginning of t

he

ir

message?

3.

What

information do the

employees always have to give

in

their

message

when they

are on

holiday?

......

......

............................

...

___

.

.......

_

_

.

..

.........

.

4.

What

information is optional

in

a

voicemail message

while

the employees

are

on

holiday?

S.

Why

might it

be

a bad id

ea

to

say in

your message that

you'II call

the person back

immediately?

6.

What

information

shou

ld

the

empl

oyees

ask

the caller to

give?

Writing

O

2

Wrlte

an

e mail

to a

colleague

explaining

how to use the

voicemail system.

lnclude: • how

to

log

on

to

the phone • how

to

listen to

rnessages

• how

to

replay

messages • how

to

delate or

save

messages

• how

to

record

an

outgoing

message

Useful

Language

To

log on to your phone you need

to

lf you want

to

listen

to

/

replay

/

save

/

delete a mes

sa

ge press

... .

You

dial

...

if

you

wantto

.

In

order

to

re

co

rd

an outgoing message you have

to

lf you have any questions Best wishes

O

W

rltlng

Gu/de

p ge

131


Review2

Listening Listening

O

3

,.

28

An

employee

Felicity,

is talking

on

the

phone

os

29

Eleanor

is

explaining

how

to

send outgoing

to

Mike

who

works

in

the

IT

Department.

Listen

mail

to

Chris

, a

new mailroom clerk.

Listen

to

to

the dlalogue

and

write

T

(true)

or

F (false)

next

the

dialogue

and complete

the

sentences

with

to

each statement

.

words from the

dialogue.

....

1 lt is Felicity s first day at the company.

1 .

They often send _

.

.....

..

-

.....

...

.....

...

...

..

_

.

items to

.

. 2.

Felicity is the first person Mike

has

ever had to customers, so they need to pack them with cara. help with this problem.

2.

They use .

....

....

.......

,_, ___ when they are

....

3. lt s not easy

to

sea

the icon for

the

intranet. sending products that can break easily

..

4.

Felicity needs to write her usemame in 3. Envelopes and sticky tape are kept in the capital letters. .

..

.....

..

........

...

. _

..

..........

.....

·

5.

Felicity has

to

think

of

a new password for the intranet.

Speaking

9

4

p

Work

in

pairs.

Student

A

You

work in the IT Department.

4.

They always put the

...

-.

...

..

..

...

.....

..

...

.

..

....

...

in the

box

along with

the

items that the customer ordered.

5.

A contract, for example, would need to

be

sent

by

..........................

.

.....

..

.........

.

6. The courier company that they use has an online

..........

system.

Speaking

Student B:

You

are a new employee calling the IT Department for help accessing the company intranet.

A

Follow the flow chart and

ct

out

the

W

p

Work

in

pairs Follow the instructions

for

your role and

ct

out the dialogue

conversation

.

Student

A: Greet Student

8.

Student B:

Explain why you re calling. What is first step?

Student

A

Double-click yellow star icen.

Student

B

Where?

Student

A: On desktop.

'

tudent

B

Next?

'

tudent

A: Select department name. Enter username.

Student

B

What is username?

Student

A: Surname and first letter

of

first name -nospace. [

Student

B:

Need a password?

+

Student

A: First lime use Welcome123. Then reset.

Student

B

Thank Student

A

Student

A

You

are a new mailroom clerk. Ask questions albout the company s systems for outgoing mail and complete the table.

AII

deliveries:

l

.

.

.

~··

··

•

·

•

.

·

.

··

··

•···

·-·

···

-··

··

-··

····

···

·-

··

-

···

·

···

-··

····

···

·-·

··

--

···

··

Sending flragile items:

3

Sending

legal documents:

5

Sending

promotional

material:

8

..

.....

.

.

___

.

.

_

.

.....

..

_

.

_

.

_

Student

B

You

are a mailroom clerk. Answer the new employee s questions about mailing procedures at your company. Use the information below. 1

AII

the orders sent to customers must have the invoioe in the box. 2. Check that the correct item

Is

being delivered and check the address belore sealing the box. 3. Frag

il

e deliveries must

be

wrapped

in

bubble wrap before going into a box with a label saying Fragile .

4.

Legal documents to

be

sent

by

registered post. 5. Advertisements, etc.

to

be

sent

by

regular post

2n

d class).

A: What procedures

do

I have to foll

ow

for

the

outgoing

mail

:

Well

for

ali

of

the mail you need to

...


0

>

Ge

tt

i

ng

Started: Vocabul

ry

page

144

)

1

>

JO

Read

the shlpplng order.

Write

T (true)

or

F (false)

next

to eac

h

sta

t

ement below.

Oc

e

an

Shipping UK

LTD

Shipping Order

No.

1245/22

Full Container Worldwide Shipping

SpecioUsts

-

St

M

urrin,

Grove

lane,

Cherwell,

Essex

IG7

6JD

,

United

Kingdom

1

Date

of

Shipment: 14th

November,

2023

L-,

::-11~'..J~t)

. J

e¡¡¡¡¡

~I:).

Company

Name: Wilson

Microsystems

Ltd

Company

Name:

LectrumGroup

Contact

Name

:

Margaret Brennan

Contact

Name

:

Emilio

Vinuesa

de

l

Corral

Telephone Number

(Busine

,

ss

hours):

01632

496

5679

Telephone Number (

Bus

iness

hours):

(34)

947

4

56

5680

-

-

-

Street

Addre

ss:

25

Mosley

Street Street

Addres

s:

190

Vitor

ia

Street

City

Province

/

State

Country

1

Postcode

City

Province /

State

1

Country 1 Postcode

Has

t

ings,

East

Sussex

UK

TN34

1

RT

Burgos

Spai

n

09007

E-mail

Address: ma

rg

are

tbrenn

an

@wil

so

n

.c

o.

uk

E-mail

Address:

vinuesadelcor

r

al@lectrumgroup.es

Place

of

Receipt

(if

different

to

sender s

address)

Port

of

Discharge

(POD)

Sho

r

eham

Container

Termina

l Gijón

Port

Port

of

Loading (

POL)

Scheduled

Vesse

l

Place

of

Delivery

1

Ship¡ping Term

Sho

r

eham

Port Spirit

of

the

Sea

CY

FOB

lmm Itrn

20

' (foot) containers

(FCL)

No.

of

Containers

2

Freight

Charges

f.5

40

contents:

books Reference

Number/s 1245/13/20/1

-2

40' (foot) containers

(FCL)

No.

of

Con

tainers 3 Freight

Charges

f.

6

7S

con

tent

s:

books Reference

Numbe

r/s

124S/I3/40/1

-3

..__

-

-

Term

inal Handling

Charges

(T

HC)

f.1

S4 Total

Charges

(1

36

9

SH

I

PPE

R

S OEC

LARATION

We warrant ~:.

~:~

.~:

~~

.

;

5

c

a

na

ge

r) S1gnatu

re

SHIPPI

NG

ORDER

(O

F

FlCE

COPY)

Shipment

tr

ac

k

ng

info

r

mation

av

ailable

vla

our

website www.osuk

hd.co.nett

-

.,

.•

1. The shipper speciali

ses

in sendi

ng

full

containers. ..

..•

2. The shipper can

send

containers to other continents. .

..

...

3. The shipper

will

pick up

the

containers in Hastings.

..

.

..

4. The

name

of

the

vessel

carrying the contai

ners

is listed,

..

.

..

5. The shipper only offers one

size

of containers

..

.

..

6.

lt is í

mpossible

to

1,ack

thé

sh

i

pmerit.

2

>

3

The

Shipping

Manager

A)

is

talking

to

the

CEO

of

his company

B)

about

a

new shipper

.


and

circle

the

correct

answer

.

1

They

started usi

ng the

new shipper last month /

week

2.

The shipper is giv

in

g

them

a price that is

2

/

20

lower

than

normal

fo

r

ship

men

ts to

Europe

. 3. Toe shipper that th

ey

used before the new one charged th

em

E1,

600

/ E2,600

for a shipment

to

Va

l

encia.

4. You can

find

out

where

your s

hi

pment

is

by calling the shipper / on a phone app.

S.

Claire

al

ways spea

ks to a different / the same person at

Sa

le Hands Shipp

ing.

TF


.

e

What

are the different ways

of

sh

ipplng

.

_ '

goods? What

are

the

advantages and disadvantages

of

each?

o

Common

abbreviations in the shipping industry are: CY

=

Container Yard (containers delivered at container yard) FOB

=

Free On Board (containers delivered

on

board ship without charge to the buyer) FCL

=

Full Container

Loads

LCL

=

Less than Contai

ner

Loads Can you find more abbreviations in the shipping order in Exerclse

1

?

O

3

Complete the sentences from the dialogue with the words

below

damage • negotiate • problems • rates • shlpments

1.

They're offering the

best

-

at the moment.

2.

Did you manage to a discount with them?

3.

The new company guarantees fast shipping and the shipment

to

Valencia was completely

free

of

4

Is it easy

to

track their .

-

?

O

5

Complete the sentences with the correct word or phrase below

from •

comes

from •

onto

will arrive

1.

The workers l

oad

the cargo the ship. 2. The workers un

load

the cargo -

-

_ the ship.

3.

The

po

rt

of di

schar,

ge

is where the car

go

4.

The

po

rt of origin is where the cargo

6

omplete the sentences with the words and phrases below

free

of

charge • reliable • compete • loss guarantee • free

of

damage • contact

1.

How

can

a sma

ll

blJSiness .

.

.

..........

with big interna

ti

onal

compa

nies?

2.

Can you ._ that these goods will arrive

at

the destination before Saturday?

3.

Who is our .

.

in Miami -is it PaulJones?

4

Did

we

receive our

goods

in perfect condition? Were they

..

-

_ ?

5.

Is this extra service .

-

-

-

.....

or do

we

need

to

pay?

6.

What are

we

going

to

do

about the .

-

..

-

of

this cargo? We've got

no

5.

Loss and damage are the biggest . idea where it is

Working with

Vocabulary

( IC/1S )

VOCABULARY PRESENTATION

4

ir

c

le

the

correct

answer.

1.

A

shipper

transports /

se

ll

s goods.

2.

A

freight container is a

la

rge metal box used for transporting

goods

/

passengers

3. A

container terminal is locat

ed

near

the

sea

anairport

4.

Volume is the same

as

size

/

quality

5.

The consignee is the person who

sends

/

roce

i

vos

thc goods. 6.

Wor

l

dw

ide service is

international I local

7. A vessel is a large

box

boat

8. Cargo is

transport I

goods

9. A company·s rates are its

prices I

services

1

O.

A qu

ot

e is

a

definí

e

/ an estimated

prlce.

7.

Are they ,_ or have you had any problems with shipments being late, damaged

or

lost?

O

7

32

The

Shipping

Operat

ions Manager of a

co

mpany is having a phone conversation wi

th

the Sales

anager

at

Ocean Shipping

isten

to thelr conversatlon

and co

mplete the sentences

1.

Mrs Sullivan is phoning to complain about the .

.

..

that they've received.

2.

Ocean Shipplng is offering a discount

of

.

.

-

on

shipping orders over

1::1 200.

3.

Mr

Becker emphasises that other companies don

t

guarantee

..

...

like his company does. 4. Ocean

Sh1pping

1s

planning to

adopta

new 5. Mrs Sullivan and

Mr

Becker plan

to

meet at

..

..

next Monday.

Your

Turn

Work

in

pairs Student A:

You worl<

at a company that exports goods from

the

UK

to

France.

Student B:

You

work

at a shipping company.

Follow the flow

chart

on page 107 and

act

out the conversation

shipments

problemsratesnegotiatedamageontowill arrive

from

comes fromcontactguarantee

free of damagefree of charge

lossreliablecompete


0

>

ett

i

ng

Started: Vocabulary page

@

01

,

Read the webpage

Then

read t

he

se

nten

ces below and

copy

the sentences

or

phrases

from

th

e

webpage that

give

the

i

nf

o

rmat

io

n

•

AsianBusinessConnections

.

com

Are you

thinking

of

importing

from

Asia?

We

can

help

you

. As

ían

Bu

s

ine

ss

Conn

e

ction

s is an online sourcing service t

hat

of

f

ers:

assistance in findi

ng

reliable suppliers

to

match your requirements. Our personn

el

vi

si

t suppliers

to

ensure

their

professional standards.

Our

Sourcing Service Package

includes

:

.,,

Finding suppliers you can

trust .,,

Arranging meetings

with

suppliers .,, Assistance in negotiatio

:ns

.,, Production follow-up and quality control .,, Packaging

so

l

ut

ions and shipping arrangements

A

si

an

Bu

si

ne

ss

Conn

e

ction

s can help you to

id

ent

ify

opport

unit

ies in Asia, manage risk, minimise costs and secure

tran

s

acti

o

ns.

Asian

Busi

n

ess

Connections

mean.s

cheaper,

sa

f

er

and easier business. Contact us

to

see

how we

can

help

you. 1. Asian Bu

si

ness Connections brings together Asian companies wi

th

pot

en

tial buyer companies in

ot

her continents that want

to

buy them.

2.

Asian Bu

si

ness Connections

he

l

ps

you identify exporters who

matc

h your needs

3.

Asian Bu

si

ness Connections employees meet the ex

po

rters to check their

wo

rk .

4.

lt o

ff

ers help

in

reachlng agreements.

5.

lt helps with the trarnsport

of

goods.

··

··

······--··

·····

···

· ·· ·

••

•·····•

••-·

······

·

6.

Asian Bu

si

ness Connections w

ill

help your company to save money.

Go

o

nline and

search for sour

cing

compani

es

ind

two other advantages

of

u

si

ng th

is typ

e of c

omp

a

ny

2

.

,

34

Janet

(A) is

talking

to

her

business

as

soc

iate Martin

(B).

Put Martin

s sen1ences (a-d}

into

the

c

orrect order

. Then

listen to the dialogue

and

check your

an

s

wers

.

A:

l r,

,hinkmg

of startina

an

1mport-export

business

lt s a

type

of

business that you don t need much cash

to

startt.

B:

1.

__ ,_

A:

What

kind

of

products

should

I

import?

B:

2 -....

A:

lt

must

be

difficult to find suppliers that you can trust.

B:3· .

A:

1

see. And buying directly from foreign countries requires a lot

of

paperwork, doesn t it?

B:

•·

_, .

.

a.

Yes

so

start small unt

il

you are

co

nfident that they are reliable. b. You re right. lt doesn t

rreq

uire a huge investment.

The

f1rst

thing

you

need to

do

1s

choose

products

from a

fo

rei

gn

source for resale. c.

Yes

it

does.

Why

don t

you

contacta

sourcing company?

They can assist you with the bureaucracy. d. .ook

or

products

that

have

got

íl

advantage

-ones that aren

t

so

ld at

ali

he

re in England,

orones

that you can buy at a

lowe

r price in a foreign country.


O

3

Read the dialogue again. Complete the

se

ntences from the dialogue w

it

h the words

below

available • trust • documents • foreign • money overseas • supplier • worried

1.

Janet's new business wi

ll

buy products

from

-

.. and

sell them

in

England.

2.

Janet doesn't think she will need a lot of .

to start her new busi

ness.

3.

Janet should look for

..............

products that

aren

't

in

England

.

4.

Martin tells Janet not to buy a lo

from

a·········

·

···

···

····

·

·····

-

·······

·

··

until

she knows she

can

-

-

-

. .

-

them.

5.

Janet

is

_ about

all

of

the

that she

will need

to complete.

Your Turn

Work in

pairs Practise the dialogue

in

Exercise 2 on page 26 Pay attention

to

the expressions

in

co

lour

W

orking

with

ocabulary

1$

)

VOCABULARY

PRESENTATION

4

M

tc

h

A

to

B

to

form

senten

ces

. Use the

word

s in

bold

to

help you

A

1.

A buyer

2.

A manufacturar 3.

When

you export,

you

4.

When you

import,

you

5.

You

make

an

investment

in

order to 6.

When

you risk money, you

B

a. produces goods. ....

b. b

ri

ng

goods

fr

om another country c. might lose i

t.

d. make a profit .

e.

se

ll

goods to

an

o

the

r country

f.

buys products

fr

om a suppli

er.

Os

Write

the

words and phrases

below

next

to

t

he

correct

de

fi

nition

trade • shipplng arrangements • start a business

resale

• advantage • ensure •

requ

irements • forei

gn

1.

open

a shop

or

compan

y:

~

2.

sell

i

ng again:

_ _

3.

make certain: -

.....

.

4.

import and export:

......

-

....

.

5.

from

another country:

6.

a favourable condition: .

··

·-····-

····

-

.....

7

needs:

___

8.

the organ

isation of the lransport of goods:

06

35

Circle the

nswer

. Then l

is

ten and check

your answers

1.

We

can minimi

se

cos

ts / risks by using this

shipper.

Their rates

are cheap.

2.

Are you sure you

want to open a

caf

é?

How wi

ll

you

have

enough time to run

a

business / trade on yourown?

3.

We

are conducti

ng

investments / negotiations with

the

sh

i

pper

to

t.ry

to

get

a l

ower

pri

ce.

4.

They

always deli

ve

r on time.

You

can risk / trust

them

with your shipment.

5.

A

trade / sourci

ng

company helps you

flnd

suppliers,

and

it checks

them

carefully.

6.

We need

to minimise / protect our investment

by

keep

i

ng

the

sh

ips well maintained.

7. We

usual

ly

senda follow•up / secure e-

mail

to

see

if t

he

customer was happy with t

he

seNice we provided.

8.

We need

to manage costs / risk, so I suggest that

we

use

a sh

ipper we

know

we

can

tr

ust.

The prefix

dís•

means

not

advantage -dísadvantage trust -dístrust

Work

in

palrs

You

are starting

an

i

mport

·

export busine

ss

1ogether

You

both have an option

to

import products for resale

tudent

A:

Turn

to

page 107. Student B:

Turn

to

page

121

. Look at your informat

io

n and ask and answer quest

ions

to

decide which idea you want to choose for your business.

23456

1

ensuretrade


O etting

St

a

rted

: Vocabulary (page 14

5

)

1

>

36

ead

the tlps

from

a website.

atch the

senten

ces

(a

·e)

to

the

paragraphs

(1

-

5)

where

the

information appears.

Good telephone etiquette can create a positive impre.ssion. Follow

the

tips below

to

represent your company professionally.

íi 1~f:\TA3;Jl~@Nt491

Always

answer a call before the third ring. Greet

callers

by

introducing yourself

and

your organisation.

Use

a

pleasant,

friendly tone.

Put

a smile

in

your

voice . Always ask

for

permission

to put a caller on hold

if

you

need

to get

sorne

information. Thank the caller for holding

and

don't

keep

someone on hold for

long.

Make

sure

you

are

transferring the call to the correct extension.

Quickly

tell the other

person

what the caller

has

told you about his /

her reason

for calling.

Then,

tell the

cal

ler who you're transferring

him

/ her to. A

message

must include the caller's

name,

company

and

phone

number,

and

the date

and

time

of

the

ca

ll.

Before ending

the call,

make sure

you've

answered all

the caller's questions.

End

pleasantly

by

saying

Enjoy the

rest

of

your day or Thank you for calling . Let the

caller

hang up

first.

.

.

a.

Make

su

re

you

ge

t a

li

the

relevan

t in

formation

to

pass on

if

someone

is

unava

i

lable

to

take

a

call.

..

b.

C

hec

k

that

the

ca

ll

er

doesn'

t

mind waiti

ng

while

you leave

t

he call

to

find

some

t

hing

ou

t. c.

Don't

m

ake

ca

ll

ers

w

ai

t

before

you

p

ic

k

up

t

he phone.

.

. d.

Say

something

nice and pos

itive

be

f

ore the conversation ends.

.

... e.

Bef

ore

yo

u

con

nect

the callar

to

so

me

on

e else, l

et

t

his

perso

n k

now

why

the callar

w

ant

s

to

spea

k to him / he

r

2

>

37

An administrative assistant, Cathy, is talking on the telephone. Listen to the dlalogue. Which

of

the rules

of

etiquette from Exercise 1 does she follow correctly?

Both

Can I

. .

?

and

ay

I

. . .

?

are

used

when

asking

for

permission

, but if

you'

re

being

formal

or

po

lite, u

se

ay

/'.

3

>

37

Listen

to

the dlalogue agaln and write T true)

or

F false) next to

e ch

statement.

1

Cathy works

f

or

Holt

Cyc

l

es

Ltd

.

2

Becky

Winis

'

order

was

expected

two

weeks ago.

3

Becky

Willis

'

company

doesn

't

have

many

products

l

eft

to

se

l

l.

4

T

he Sh

ipping

Ope

r

ations

Manager

isn't

in

the

office

. .

5.

Mr Pitman asks

Cathy

to

take

a

message.

4

>

38

Match A

to

B

to form

sentences from

the

dialogue. Th

en

listen and

check your

answers.

A

1

How

can

1

2.

May

I

ask

what

3.

Can

I

take yo

ur

4.

May

I pul

you

5.

l've

got

Becky

Wi

llis 6.

You

'd

better

put

her

7.

l'm

transferring you

B

.

a.

name

and the name

of

yo

ur co b.

through

to

me

.

c.

help

you

? d.

on ho

ld

for

a

moment?

e.

to

Mr

Pi

tman

now

f.

on

t

he

phone.

g.

you

are

calling

about?


W

orking

with

Vocabulary

IC IS

)

VOCABULARY

PRESENTATION

1

O

5

Circle the correct response

to

each sentence

1.

Would you

like to leave

a

message?

a. Yes,

please.

Can

you

give

me

Mr Nelson's mobile phone number? b.

Yes,

please.

Could you

tell

Mr Ne

lson that Mr Larkins called?

2.

Do

you

know his extension number?

a. Yes

. it's

01632

496

0129 b

Yes,

it's

4706.

3.

l'm

sorry,

Ms

Sanders

is

out of the office.

a.

When

will

she

be back? b. When

is

she

leavi

n

g?

4.

May

I

put

you

on hold?

a.

No

,

1

can't wait right now. b. Maybe l

ater.

5.

l'm

put

ting you

through to Mr Banks now. a.

1

don't mind waiting.

b.

Thank

you.

6.

l'm

sorry,

1

didn't quite catch that.

a.

1

said

that

I

want to speak to Mrs Jenson. b. l'm afraid

I

don't know.

6

he words and phrases

in

bold are in

the

wrong

sentences Write them next

to

the correct sentences

1.

You

must create a positive impression

if

you

want to

be

understood .

......

-

..

......

..

....................................

...

....

.

2.

l'd

like

to greet

you

to

my

personal assistant,

Mrs

Kay

..........................................

.

..................

.

3.

Don't ask for permission without

saying

goodbye

...............................................................

.

4.

Try

to introduce

receiving

personal calls at work.

5.

He II

hang up

as

soon

as

he

gets back.

6.

Atways

avoid visitors politely. 7.

1

speak clearly to leave work

early

today.

8.

lt

s

i

mportanl

to

ret

urn yo

ur

can

on

clien

t

s.

e

Complete

the

sentences with the words and phrases below

call you back • line is busy • professionally transfer calls •

ring

• urgent • friendly tone pleasant

1

1

usually answer calls after

the

first

................................................................ 1

2.

She

al

ways

uses

a

......

.

.

.

.........

-

.................

_

............

when

she

speaks to h

er

colleagues.

3.

1

have to go to a meeting

now.

1

11

................................................................

in

about

an

hour.

4. 1

must discu

ss

the

contrae with

him.

lt

s

5.

The

.......................

..

....................................

...

righ

t

now.

Do you

want to wait?

6.

You

have

to

behave

....

-

.........

-···-

..

·······

-

...

-

.......

...

.........

,

even

wnen people are rude to you.

7.

Please

don't

.......

.

..............................................

-

.......

to Customer

Service

in

the

nex

t

hour.

They

are having

a departmental meeting.

8.

1

had a

very

...

...

-

............... ......

-

...

chat on

the

phone with

the

new supplier

earlier.

He seems

like

he

'

II

be a nice person to

do

business with.

O

8

◄

39

Listen

to

two phone conversatlons at two companies

Tick

the correct call

in

the chart

1

Toe person that the callar wants to

spea

k to

is

not

in.

2.

Toe clerk

takes

a

message.

3

Toe clerk puts

the

caller on

hold.

4

Toe

cal

l

er

leaves

a telephone

number.

5. Toe ca

ll

er

tells

the

clerk what he / she needs to discuss.

o

. .

. «::JI

Work

in

pairs

¡¡.¡.¡ ;;;;;

1

Student A:

You

are an

Administrative Assistant at

Top Taste

Supermarket.

t

udent B:

You

are

phoning to

speak

to

Mr

Nash about

selling

them

your

company's

range

of

health

food.

Foll

ow

the flow

ch rt

on page 107

and

act out

the conversation


0

>

Gett

i

ng

Started

: Vocabulary page

@

O

>

4

Read the message log

Complete

the

sentences

.

C LL LOGGER

Messages

for

: B

elinda

Carm

i

chael

Pr

lority

leve

l: Crilical

Normal

Wa

n

ts to

di

scuss

t

he

quotes

from

shippers

,

but

she

will

be

unavai

l

ab

le

between

13

:

and

14:

3

.

1 .

Belinda triad to phone .

..

...............

..

........

...............

...

....

..

..

.

earlier

2

Belinda needs

to senda

document to

3.

E

IG

Electronics wants

to

order more

4.

Toe message that Belinda has to deal with

fi

rst is the one from .

....

..

-

..

.....

..

.....

..

.....

...

-

..

.....

..

.....

..

....

....

...

.

5.

Toe message that Belinda candeal with last is the one from -··-

..

........

..

-

......

....

_

.

__

6

..

...

.....

....

·

·

·····

·-

··•·

·

·

and

___

said they wanted to talk to Belinda. 7

..

....

..

......

..

.....

..

-

..

.....

..

.............

. _

...

....

...

_ works in Human Resources at the same company as Belinda. 8 .

...

_

.

......

..

.....

-···

.

·

callad because something has gone wrong.

S P

is short for sibl

C

2

>

41

Two sales

managers

(A

and

C)

are

following up

on phone messages they each

received.

Listen to the dlalogues

and

fill

in the

miss

i

ng

words

.

1. A:

Good morni

ng

. This is Sara Fiel

ds

from CI Exports.

1

understand

N

ancy

Ford

was

looking

for me

. B:

Yes

, she wants

to

discuss the

1• ··

··-

· . ··-··

··-·

.

-···

·-···

with you.

l m

afraid

Nancy

is

currently

unavailable,

but

she s spec1fied a

few

2· ....................................

-····

that

she

asked

me

to

go

o•

,ar wit~

you

A: OK. Can we

go

over them on the phone now? B:

Yes

, certainly. F

ir

st

of

all

, regarding the

3 ..........................................

schedule .. . A: Jusi one moment, please. Let me get my copy.

2

C: Good afternoon. This is Janet Blake from

EL

Gardening.

l m

ge

tti

ng

bac~ to Gerald Summers. He left a message f

orme

to

call. B:

1

11

see if he s• .

....

..

.......

..

.

...

..

...

...

.

........

....

. Gerald, Janet Blake is on the line, returning your call.

O:

Oh, good.

Pul

he

r throu9h. B: Ms Blake?

1

put you through now.

D:

Hi, Janet. Glad you

re

back in the office. We received

5• ···············

···

··············

··

·-········

that we di

dn

t order

in

last week s delivery.

One

of

the

sa,es r

eps

tr

ed

to

assist

us

, but he wasn t sure

how

to handle the problem. C: l

m

sure

I

can hel

p.

Let s

l

ook at

the

arder togett er

What s the

e

_ _

number?

3

Read

the

di

alogues

in

Exercise

2

again

.

o

Complete the chart.

Call

1

Call2

Name

of

ca

ll

er

·

···

.

···· ·

··

···

.

...

................

.

_ _

Company Follow-up

ca

ll

for Topic

to

discuss

2 6

3.

7.

• 6

ork

in pairs. Practise

the

dialogues in Exercise 2. Pay attentíon

to

the

expres.sions in colour.



IC IS

)

VOCABULARY

PRESENTATJON

1

D

4

Replace the

words

and phrases in bold

with

the

correct word

or

phrase below

as

soon as possible • handle problems • essential regarding • discuss • interrupt • get back to you

1.

1

need

to talk about t

his

procedure with

you.

2.

1

11

make

sure

that your order is with

you

as quickly as c

an

be

......

..

......

..

.....

..

.

....

....

..

......

..

.

3.

lt

's

very important to get lhis deli

very

out on

time.

4.

Why

did

you

stop

me

to, ask a quest

íon in

the middle of my

presen

tation?

...........

..

....

...

.

......

..

.....

..

........

.

5.

Ms Darcy

will

return your call

in

a

few minutes.

6.

1

usually

take care

of

issues with contracts,

so

1

11

be

happy to

he

lp

.....

..

......

..

-

.......

..

......

..

.......

_

7. 1

must

talk

to

the

CEO

about this new produc

t.

O

5

>

42

Mateh the sentenoes in A to the responses

in

B.

Then listen and

he k

your

answers. A

1.

Ms

Parl<er

is

out of town.

2.

Can

you

let me know as soon as

you

get

an

answer?

3.

How can I reach Mr Dean?

4

Have

we

received an

or

der

for

the new

dresses?

5.

David

is

on another line.

6.

Ms Shaw

is

currently

in

a meeting.

7.

Have you

got any comments about

my

presentation -

anyth

i

ng

I

shou

ld change?

8

.

..

.

a.

That's a

li

right.

1 11

ca

ll

her

again

la

t

er.

......

b.

Have you

tried h

is

mobile?

..

..

. c. Of course.

1

tell

you

righ

t

away.

...

.. d.

Oh.

when

wi

ll

she

be

back?

....

..

e.

No,

it is short but exoellentl

.....

f.

Can

you

please

in

terr

up

t him? lt's urgent

....

..

g.

Yes

.

Le

n

ny's

Department

Store

wants

200.

e

Circle the correct

nswer

1.

lf something

is

a priority, it

is

more

ess

urgent

than

other t

hings.

2.

When you

specify problems,

you

ask

explain exactlywhat

they

are.

3.

lf

a

ma

tter Is critica

,

it's

not

so

very

importan .

4.

lf you

are

unavailab'le, you

don t answer

/

answer

phone

calls.

5.

lf

you

missed a call,

you

talked didn t talk

to

the

person who callad you.

6.

When there's no

reply,

nobody somebody

answers

the

p

hone.

7.

We

got cut

off

,

so

w

didn t finish the

/

hada

long

conversation.

8.

When you

go

overa document with someone,

you

write took

at

t

carefu

l

ly

toget

her.

A 7

Circle the TWO correct responses for each

W

question

•

1.

Mr

Roge

rs would like to speak to

the

CEO.

Is he

ava

i

lable?

a.

No, l'm afraid he's out of town.

b.

N

o;

l'm

afraid

you

missed

his

call,

c. N

o,

l'm afraid he's on the other

line.

2.

When

would

you

like to discu

ss

the contract?

a.

L

et

's do it

as

soon

as possible.

b.

Why don't we

go

over

it alter lunch? c.

When

you

interrupt

me

.

3.

Did

you reach

Edward

Fine?

What

did

he

say?

a.

N

o,

1

don't

han

dle problems

well. b.

N

o,

there was

no

r

ep

l

y.

c.

Yes,

he'II

gel

baa'k

to

you

with h

is

comments soon.

4.

Is

this

delivery

a

pr

io

rity?

a.

Yes,

it's crit

ica

th.at

it gets to London

today. b.

N

o,

th

ey

didn't specify its cost. c. N

o,

it's not essenti

al

to send it right away

YourTurn

Work in pairs StudentA:

You

work at

the

head office of Penny's Sports Equipment -a

chain

of

sports shops. A supp

li

er ca

ll

s your company asking

for

your co

ll

eag

ue John Gr

een, bu

t

he's

out of lhe office today (invent a

reason).

Allswer

th

e

phone

and take a

messag

e using t

he

form on page 107.

Ask

questions to get

all

of the information.

Student B:

You

work at a

Fit

Kit

,

a sports

eq

uipment su

pplier.

You

want to speak to John

Green,

who works at

Penny's

Sports Equipment

(invent

a

reason

why

you

need to speak to

him)

.

Ca

ll

the h

ead

offi

oe

of Penny's Sports Equipmen

t.


Reading

49

1

>

43

Read

the report. Write T (true), F (false)

or

DS

d

oesn t say) next

to

each statement.

ntroduction

In

arder to get our most recent

range

of

go

lf

clubs

produced

quickly

and

at

a

low

cost,

we

decided

to

seek

out a manufacturer

in

China.

To

help

us

do

this,

we engaged

the

services

of

a

sourcing company

that

is based in

China.

It s

called

Simplicity ImpExp

and

is

run

by an

Englishman called

Shane

Wi

nstone.

Finding

supp

iers

Simplicity ImpExp

agreed

to take

on

the

task

of finding the supplier that we

needed

far

a

very

reasonable

rate. This

was

very important to

us

because reducing costs

was

the

ma

in

reason

for

having

the

clubs made

in

China.

Negotiations

A

fiew

members

of

our

team

have

done

business

in

China

befare

and

found

that the

bureaucracy

and

the

language

barrier

can

make

it very difficult.

Using

the

services

of

Simplicity ImpExp meant that

we

were

not

faced

with these difficulties.

Shane

Winstone

is

fluent

in

Ch

i

nese,

and he

did

a

li

the negotiations for

us.

0n

severa occasions, Mr

Winstone

was

able to get a potenti

al

supplier to

reduce

their initial quote by

around

20 .

Facto

y

v1s1ts

Visiting t

he

factories in

China o:urselves

to

see

if

they meet our requirements would

hlave

been

very

difficult

and

very

expensive.

Mr

Winstone

and

his colleagues

vislt

ed

potential

suppliers

for us i

nstead

and reported

back

on

what they found.

Quality

control

Once we had

identified a

suppl

ier that

we wan

t

ed

to

use and

production

had

started, the Simplicity

ImpExp team

vis

:t

ed

regularly

to

ensure

that everything

was

be

i

ng

done correctly.

When

there

was

a

problem

early

on

,

it

on

ly took

Mr Wins

t

one

an

hou

r to get to the factory to

resolve

it.

Shipp·ng

Simplicity ImpExp

also

organised

for a shipper

to

transport the

clubs

to

Europe and

the

USA.

This

shipper

proved

to

be

100

reliab

l

e.

In additi

on,

there

was

never any

damage

to any

of

our orders, or

any

losses.

Recommendat

· on

The

savings

that Simplicity ImpExp

allowed

us

to

make

more

than

cove

r

ed

the

cost

of

their

services.

I

believe

D

hat we would not

have

been

a

ble

to

de

liver t

his

project

on

schedu

l

e,

on

budget

and

to

such

a hi

gh

standard

without their

assistance.

For

a

li

of

these

reasons

, I would

recommend

Simplic

i

ty

lmpExp for

any

futu

re

projects invol

ving

China.

_

...

1.

Speed

was

one of the

reasons

why

Ela

i

ne's

company

chose

to

get a

Ch

i

nese

company

to ma

ke

the

gol

f cl

ubs.

.

.

.

..

2.

Ela

i

ne

Smithe

rs negotiat

ed

a

lo

w prlce

from

Simp

li

city lmp

Ex

p.

·

·

··

3.

Shane

W

instone

acted

as

a

tr

ans

lator f

or

El

aine

in n

egotiat

i

ons.

-··

·

4.

El

ai

ne's

company

had

to

spe

nd a

lo

t of

money

fl

ying

to C

hi

na to vi

si

t potent

ial su

pp

li

ers

......

5.

Mr

Wi

nstone r

ealísed

that

the

man

ufactu

r

ar was

ma

king a

mistake.

·

·

·

6.

Simp

li

city lmp

Ex

p is

also

a shipping

com

pan

y

_ .

7.

Not

hi

ng

was

brok

en

in

any

of the

sh

i

pme

nts fr

om

the

factory

.

·

··

· 8.

Ela

i

ne

is

very

hap

py

with

t

he

qu

ality

of t

he

club

s.

Writing

Vou are go

ing

to be

in

a

me

e

ting

all

day

tomorrow and you have made a

lí

st

of

sorne tasks you want the administrativa as

sí

stant to

do

for you.

Wrlte

an

e-

mall

explaining the tasks you

want

him

to

do.

lnclude:

• Office

su

pp

li

es:

check

and

ord

er

wha

t

we

need

• M

ail

r

oom: bo

x

with

30

broch

ures

-post to Newcas

tl

e b

ranch

•

Lap

top:

take

to

fT

f

or

new software

Useful

Language

Hi

[Name],

1 hope you

re

l

ve

got a few tasks

I

need you

to

do.

Ple

ase

can you ...

?

1 also need you

to

.

•

Let me know

if

you have any questions. Thanks,

O

rit

i

ng

Gulde

page 32


istening

3

>

44

Harriet

is

meeting

a

friend

, Giles. Listen

to

the

dialogue

and answer

the

questions

1. Why does Haniet want Giles' advice? 2. Why does she think Giles can

he

lp? 3. Why does Harriet

th

i

nk

an

import-export business is a good option for her?

··

·· ··

···

··

·····

·

····

····

· ·

·

·· ··

·

···

·

·····

···

·

····

···

··

···-·

·

··

·· ·

·

····

·

····

·

··

4. What does Harriet pl

an

to import to the UK? 5. Why does Giles think Harriet has made a good choice for what

to

import? 6. What

two

reasons does Giles give for why negotiating with people in foreign countries can

be

difficult? 7. What does Giles say Harriet should

do

now?

Speaking

4

Work

in

pairs.

Follow

the

flow chart

and

act out the

conversation

.

Student

A: Say you plan to start your own business.

;¡

Student B:

What type?

Student

A

lmport-ex

port

;¡

Student

B

What product?

Student

A: Choose a product to import.

;¡

Student

B:

Why that product?

;¡

Student

A: Give a reason. Advice?

Student

B:

Get a sourcing company.

;¡

Student

A: Why?

Student

B

Give two or three reasons.

;¡;

Student

A

Thank Student B.

istening

Os

45

Liz

F

ord

is

callíng

Cutting Ed

ge Designs

Ltd


and circle

the

corre

ct

option

.

1. Liz Ford wants

to

speak to

Gregory

/

Max

Winters. 2. M

ax

Winters is

ta

lking

to

someone else on the

phone

/ not in the office at the moment. 3. Max Winters

wi

ll

be

available lat

er

today / tomorrow. 4. Ms Ford isn't happy

wit

h the

new

suppli

er

/

products

that they've ordered. 5. Ms Ford wlll receive her order in

two

weeks' time/

two

weeks lat

er

than expected. 6. Gregory is going

to

pass

on

Ms Ford's message

tomorrow

/

as

soon

as

possibl

e.

Speaking

6

; J

Work

in

pairs

You are

both

business partners

tudent

A

has

an

idea

for

a business opportunity

Follow the instruction for your role and

act

out the dialogue Student A:

Tell

your partner about a business opportunity

lhat

you think

wi

ll

he

lp your business expand. Use the information

on

page

108.

Student

B

Listen

to

your business partner's proposal. Look at page 1

21

and ask questions

to

complete your notes. Think of any other possible problems and discuss

how

you will deal with them. Then decide if it's a secure investment.


t

in

Started

:

Vo

cabu/ary p

ag

e

146

)

1

>

6

Read

the meeting lnvltatlon.

Answer

the

questions.

To:

<ali

of

depar1ment> From:

Shella Parker

SutJ ect:

Meeting

irMtatJon

Dear ali, lt s nearly time for this

mo

nth s departmental meeting. lt s very important that

we

are all

up

to

date with what is going on,

so

please try

to

find the time

to

attend.

Monthly Sales and Marketing Meeting Organiser:

Sheila Parker

Date:

27th Septem

be

r

2023

Start time:

09

:

00

End time:

13:30

Location:

Room C3

(3

rd ~oor

con

ference room)

Agenda:

09:00-11 :00: Sales figures

(P

aul

Mil

ler) 11 00-11 :15: Refreshments (the usual tea, coffee, biscuits

and

fru

it)

11

:15-13:15: N

ew

marl<eting strategies (Amanda Holmes) 13:15-13:30:

A

OB

Accept Attendees:

15

Decline View attendee names

..

s

you can see, this is an onsite meeting

as

the offsite faci

li

ty that

we

had been using raised its prices. Looking forward to seeing

you

ali there. Sheila

O

2

>

47

Two

personal

ass

i

stants

, Ellie

and

Adrian, are scheduling a

meet

i

ng

. Listen

to

the

dialogue

and circle

the

correct

nswer

1.

Emma and Dan s meeting was originally scheduled for 12.

00

/

2.00

pm

the next day. 2. Ellie needs to reschedule the meeting because Emma will

be

in/ is

go

i

ng on

holiday

to

N

ew

York. 3. Ellie wants to reschedule the meeting for

th

is Fri

day

/ the

fo

ll

owi

ng

week

4. Dan/ Emma

is

unavailable

on

11th M

ay.

5. They reschedule the meeting for

8.30

am

on

8th

/ 12th M

ay.

Connectors such

as

because,

since

and

as

are used to

give

reasons.

That

won t

worl<,

because

/

since

/

as

she s

go

t

previous

commitment

1. What time does the meeting start? 2. Where will the meeting

be

held? 3. What is the main reason for the meeting?

4

Who will talk about sales? 5. When wi

ll

people

be

ab

le

to

talk about things that aren t

on

the agenda? 6. Why are they having this meeting

In

their

own

offices?

3

>

7

Listen again Replace the words and phrases in bold with words and phrases from the dialogue that mean the same

1.

Emma has

got

a meeting with Dan

organ

ised

for

tomorr

ow

at

2.00

pm.

..

...

...

.....

...

..

.............

....

..

.......

2. Emma is going

to

have to delay the meeting. 3.

Wo

uld you like

to

ar

ran

ge

a

new

ti

me

now? 4. Let s see if

we

can

ar

range

it for next week, shall

we

?

.........

.

.....................

-

..........

5. Would the afternoon of Thursday

11

th May

be good

for

Emma? ······-·

.

···

................

..

....

6.

l m

afraid th

at

i

sn

t

good

, as she s

got

a previous commitment ..

......

-

...

......

.

......................

.

7.

Let s

book

it for

12th

M

ay

at 8.30.

o

1· .J.

; a::1

Work in pairs. Use

the

sentences from Exercise 3

to

write a

dia

logue similar

to

the one in Exercisé

2.

Practise

your new

dialogue.



I

C/

IS )

VOCABULARY

PRESEN

T

ATION

ircle the

correct answer

.

1.

lf you postpone a

mee

ting, you

....

a.

move

it

to a later date b. decide not to

have

it

at

a

li

2.

lf

you

notify someone, you

....

a.

give this person sorne information b.

ask

th

is

person

fo

r information

3.

lf

some

th

ing

h

appens

at

the

last

minu

te,

it'

s ....

a.

very

urgent b. at

the

latest possible time

4

lf

you

ve got

an

onsite nneeting, it

'II

take place

....

a.

in t

he

office

where

you work b. away

from the

office where

you

work

5

lf

you

ve got a previous commitment,

....

O

Ti

k

({)

the senten

c::es

thªt yse

the

WQrd

s ª d

phrases in bold correctly.

.....

1

When

a meeti

ng

is longer

than

two

hours,

we

usual

ly have a break

in

the

midd.

e.

..

.

..

2.

l

d

li

ke to postpone our meeting unt

il

I

have

had ti

me

to

go

over the report

properly.

. 3.

Mr

Fraser

can t come to

the

meeting today

so

we

have

to confirm it.

What

about

Friday?

..

4.

How

many

peop

le

are

go

in

g to take place the meeting?

...

..

5.

W

lll

you

be

able

to

make

it

on ti

me

to

the

meeting?

.....

6.

We

are

go

i

ng

to have

an

offsite meeting at the Parkway Hotel.

.....

7.

Does

11

o clock tomorrow morning suit

you?

O

7

Look again

at

the sentences that you did

OT

tick

in

Exercise

6

Which word or words from Exercises 4 and 5 can replace the words in bold to make

the

sentences correct?

a.

you

re

very

busy

....

.

.......................................................

.

..................

-

.......................

-

.............

. b. you ve already got plans

A

8

·

Th O ·

o· ·

k.

W

49

• •

e ~erat1o~s ,rector

1s

a~

1ng

an .

A5

>

48

Complete

th

e mini-dialogues

with

the

words

adm1m~trat1ve ass,stant

to

help

h1m

organ1se

W

.

a meeting. Listen

to

lhe

dialogue and complete below. Then hsten and check your answers. the meeti

ng

invitation form. Then listen again

refreshments • hold a meeting • attend

and complete the e mail.

reschedule • organise • convenient • book _ invited • check my calendar• attendees

..

1. A:

Th

e meeting

room

is

too

small.

We re going to have more_

......

..

....

..

.......

.

...

..

...

..

.....

..

.....

..

-

...

-

..

than

we d expected.

B:

Oh,

then

I

guess we II n

eed

to

................................................................

a

la

rger

one.

2.

A:

Can

you _

.

_.

...........

-

..

.....

sorne

cold drinks for

the

meeting?

B:

Su

re. W

ou

ld

you

lik

e

any

other

.......

-

...................

?

3.

A:

What time

is

............. .......................

for

you

to meet?

B: 1

11

.........................................

-

...................

and

get back to

you.

4.

A: Bob won t

be

able

to

.........

..

..............

-

.................................

.

t

he

meeting,

as

he

is

il

l.

B:

l m

sorry

to h

ea

r that. Should we

..........................................

-

..

.................

it?

5. A:

Senior

management are going to

........

-

-

.....

.....

-

-

..................

to

explain

t

he

changes

they

plan to

make.

B: Wi

ll

everyone

in

the

company

be

................

_

......................

_

.................

?

o

Meeting Preparation Form Organiser.

Brooke

Leads

Date:'· ,

2023

Finish:

3. ............

...

..............................

pm

Subject:

• _

.........

-

..........

-

.................

of

LabTools'

Products

Number

of

attendees: s -

. View attendee names

•

Location:

8· .......... ... ... ........... ......

room

7· ................ _ .. _

....

_

...

...

floor

0ear

all,

We

look forward to seei

ng you

for this meeti

ng,

where

Tom

0eVere

will

be

deliveri

ng

a

8 ...........................................

.

about how we can work

together. Jeremy Parks,

our

9• ....

..

.................

..

................... ,

will

be

the

re to welcome

you,

and

Helen

Grant, our Head of

10 ..............

..

............................. ,

will

also attend to answer

any

questions you

may

h

ave

. Light

refreshme

nts -

tea,

co

ffee,

cold drinks, biscuits a

nd

11•

.............

....... -

w

ill

be

provided. Best

wishes,

Brooke Leads

Work

in

pairs. Student

A:

You

need

Student

B to

arrange

a

meeting for you.

Turn

to

page

108

to

see

images that

represen

what

you

need

.

Student

B:

You

are an

administrativa

assistant.

Turn

to

paga

122

and

ask

questions

to

find

out

the

detai

ls of

Student

A's

meeting

.


•

tt

i

ng

Started: Vocabu/

ary

p

age

@

1

>

so

Read tbe webpage. Write

T

(true),

F

(false)

or

OS

(doesn't say)

next

to

each statement

.

Correct

the

false sente

n

ces.

l l

O

JM;l

~

Event Organiser

Our

Clients

Gallery

Contact

Us

Event

úr

gan

ser

pr

ovide

s

management

services

fo

r

business

e

ve

n

ts

. From sma

ll

intimate meet

in

gs

to

l r

e

conferences,

conventions

an

d exhibitíons -

we

do

it

all

and

fo

r any bud

get

On

top of that, we

charge

,

on av

era

ge

, 1

0%

le

ss

than our competitors. We hold m

eetings

with y

our

r

ep

r

esen

tative in order to

unde

r

stan

d

you

r exact

needs. Then

we

prepare

a

special plan

for

you.

What

do

we do

?

• We

pl.an

an

d

manage

your

event budget.

• We

choose

the

best ve

n

ue

for

your

event. • We take

care

of

reg

i

stra

t

ion

p

roce

d

ures.

•

We

provide

au

d

io-visua

l

equ

i

pment.

• We

se

t up

th

e

equ

ipment

and

displ

ay

. • We

pl.an

t

he

food

an

d

beverages.

What

do

our

clients say?

Most

of

our

events

are

in London, and Ev

ent

Or

g

aniser

is a/ways able

to

find

top quality

/ocatfons

at

reasonable prices

-

notan

easy

task in the capital Antonia Hart,

ISM

Event Orga

ni

s

er

managed every

little

detail

of

our con{ ere

ne

e

f

rom

planning

our

budget

to

menu selection.

lt

was a

great

success

Bob Ross,

Dason s

Trading

o

Fi

nd

thr

ee

co

mp

anies

that

host

o

ff

s

it

e events

for

businesses. What serv

i:

ces

do

they provide?

Which

one

do

you

think provides the

b

est

service?

Wh

y?

92

4

> 51

lmelda

(A),

the

Marketing

Di

rector

,

is talking

to

her

per

so

nal assistant, Josh

B)

. Listen

to

the

dialogue and circ

le

the

correct

answer

.

A:

Josh,

we

need

to

start planning '·

o

ur

annual

/

th

is years

convent

io

n.

d

like you

to look for

a venue.

B:

Sure.

1

ge

t

my

no

tepad.

A:

Here's a list of places for you

to

can

. We're

going

to

nPed

the

venue

from

1

4th

to

16th

November

B: How many

2

attendees I

delegates

are there

go

ing to be? A: Between 50 and

70

. We'

II

have an accurate number by the end of

3·

October

/

September.

B: W·II you requi

·e

any

spec,al

equ1pnent?

A: Jusi standard audi

o•

visual equipment f

or

presentations: microphones, •

computers I projectors

and screens. Oh, and we'II also need podiums. B: What about caterin

g?

A: We

want

two

catered

coffee breaks

a day, as well as a

buffe\

lunch

and dinner

B: O

K.

1

get menus from severa caterers.

What

other

requIrements

have you

got?

A: W

e

re

going to need access to the convention ha

ll

5·

a

few

/

tour

hours in advance, so we can set

up

our equipment and displ

ay.

B: Aight.

1 11

contact

..

few

places

and

get

quotes.

1

update you

by

the end

of

the

8·

day

/

week.

3

ead

the

dialogue

in Exerci

se

2

again

.

Write

1

T (true),

F

(false)

or

OS (doesn t say) next to

·

===

=

----=---=--~~

-;~.,;:~

each

statement.

Event Organiser ..

-·

·-

1. only handles events for large groups

of

people ____ 2. c

ha

rges 10% of the total bu

dg

et for t

he

event ..

.

• 3. is

mo

re

po

pular than any of its c

ompe

tito

rs

.....

4. will organise a place to have your event -··-5. provides projectors,

sc

reens, microphones, etc. •.... 6.

Is

not involved in organi

si

ng

re

fr

eshments

•..•

7. specialises in arranglng events in London

_,,

.. 1 The company has already started making arrangements for the convention.

......

2. They have this convention once

ayear

.

__ ,_

3. lmelda expects there wi

ll

be

between 20 and

30

people

..

....

4. They

w

ill

need microphones, projectors and screens

so

that people can give presentations.

_,,,,

5. They

will

provi

de

two meals each day

....

.. 6. lmelda wants to

be

able to access the convention hall early

so

they can set

up

.

YourTurn

Work

in

pairs. Practise the dialogue

in

Exercise 2. Pay attention to the expressions

in

colour.


W

orking

with

Vocabulary

IC IS

)

VOCABULARY

PRESENTATION

1

8

4

Tick

(: )

the pairs of sentences with similar meamng

. 1.

a.

Have you

go

t

access

to the room? b. Can you

go

into t

he

room?

..

....

2.

a.

A lot

of

de

legates attended

the

convention. b. There were a lot

of

peop

le at

the

convention.

.

3.

a. We're going to have a di

splay of

our products.

b.

We

're going to sell

our

products.

4.

a. This venue is

big

enough. b. This place is the right size.

.

...

5.

a.

1

don t

have an

acc

urate number

of

how

many people are ooming. b.

1

don't

know

ex

act

ly

how

many delegates there will be.

_ 6.

a. What is the

budget

for our event? b. H

ow

much can

we

spend on the event?

..

7.

a.

They are going to

set

up

the equipment today. b. They are going

to

orde

r

the

equipment today.

8.

a. Our business is

to

help other companies organise events.

91

Write

four

sentenc

,

es

using

two

of

the words from

Exercise

6

in each one

.

····

·

··

.

-

...

·

··

·

....

..

____

,

.

_,,,

_

.....

-,

.

.

,

..

.

.

......

.

,

.

os

o

mplete

the

sentences

with the words below

registrati

on

•

convention

• catered •

buffet

lunch success •

aud

itorium • in advance

1.

We're planning to have

our

annual

......

...

..

..

..

.

..

.

..

...

.

..

.

..

....

.......

.

.

Oíl

2nd May 2. They h

old

many conferences and concerts in this

3.

At 1.00, we're havi

ng

a

............

..

...........

..

.....

..

.........

..

at

the hotel restaurant.

4.

We

have

gota

budget for a

.......

..

..................................

.

dinner.

5.

You

mus

t give

me

a list

of

the participants

two wee

ks ._

.....

..

.....

..

........

-

...............

.

6.

Group and individual

.....

..

.................

..

...................

will

be

possible online from 22nd to 31 st January with

a

10

%

di

scount.

7.

Everyone was pleased with

the

event. lt

was

a big b. Our business is

to

train people in

how

to have more effective meetings.

09

ircle

the

TWO

c

orre

ct

answers

.

A

. . .

1.

We don

t have a very big

budget

/

success

/

W5

Work

n

pa1rs. Ex

plam

to

each other

why

venue for next

month

's convention

the sentences you didn

t

tick

in

Exercise 4

·

are different

2. Have you

set

up the audio-visual

equipment

/ Sorne

words

can

be

verbs

and nouns.

We

re going to

disp

l

ay

our

products.

v)

lt

was an interesting

display.

n)

I can t

access

the Internet right now. (

v)

Have

you

ot

Internet

access?

n

)

8

6

Mat

ch

the words

in

A

to

their

definitions

in

B.

A

1 exhibiti

on

4.

deta

il

2.

menu

5.

podi

UJ

m

3.

beverage

6.

memorable

8

...

.

..

a. give, supply

......

b.

li

st

of

items you can

se

l

ect

......

c. display

......

d. lndMdual fact

or

it

em

e.

drink

7.

provi

de

8.

take

care

of

......

f. remembered because it's special

......

g. organise, manage

h. a

man

platform

for

a

peaker

to

tañd

on in

order to

be

seen cl

ear1y

deta

i

ls

/

display

?

3.

The

co

nvention is c

ater

ed / There are

beverages

/ There will

be

a

buffet

lunch,

so peop

le

won

't be hungry.

4.

1 11

have access to t

he

auditor

i

um

/

reg

istration / venue three hours

in

advance.

5.

lt was a memorable delegate / event /

ex

hibi

tion

. Everyone is still talki

ng

about i

t.

Work

in

pairs Student A:

You are a

ma

rketing manager at PMA Mobile Phones. You must find

a

venue for a company event.

Use

the information

on

page

108

to

discuss

your

requirements

with

an

event

organisar

.

Student B:

You organise events for companies

at

different venues.

Ask

questions about the requested event to choose the

ve

nue

on

page 122 that meets

the

requirements and is available

)

orlc ook

page

16


tting

Started: Vocabulary paga

147

>

s2

Read

the

e-man.

Co

mpl

e

te

the se

nt

en

ces

w

it

h words from

th

e e-mail.

To

J

om

Mo

ms

From

Patr

oc

a

Wroght

Sub¡ect

Meeung

s

Hey

Jim,

New message

O

P

j

I

hope

a

ll

is good

with

you.

I

just

wanted

to

run

a

few

things

by

y

ou

quickl

y.

First, we've

got

the

sta

ff

meeting

with

the

marketi

ng managers

at

10

am

on 3rd

March.

I ve got the

following

three

points

for the

agenda,

but I

wanted

to k

now

if

you

have

anything

you'd

like

to

add

be

f

ore

I

sen

d

the meeting

invitation to

everyone:

•

Discussion

about new mar

keti

ng

r

egion

•

Summarise

new

structure for department • Introducing daily

stan

d-up

meetings

Could

you

let

me

know by

the

end

of

the

day?

We've

got the

meeting

with the

Russia

n

clie

nts that

evening

at 8 o cloc

k.

We

shou

ld

go

over

our

presentation on

t

he new

prodUJct

to

make sure

we impress

them.

Is

there a

good

ti

me

for

you

to do

that?

I

also

need

to

set

up the

orientation

meeting

for t

he

new recruits towards

the e

nd

of

March.

t

would

be

great if

you

cou

ld

speak

for

about

15

mi

nutes.

Wou

ld t

ha

t

be

OK?

I II

see

you

at

the

board

mee

t

ing

later.

Sorne

memlt>ers

of

t

he

board

of

directors

are

still

at t

he

annual

V-

Tech

exhibition in

Srussels,

so

it s

going

to

be

a

conference

call

.

Let

's

hope

the technology works

a bit better

than

last

time Thanks, Patricia

1

Patricia

asks

Jlm

if

he

wants to pul something

else

onthe

2

Patricia needs Jim to reply before .

....

.

3

On

the

same

day

as

the

staff meeting,

they

have

another meeting in

the

_ _ -

-

.

4

Patricia thinks that she and Jim

need

to

practise their

5

There

will be

a meeting late

in

._

.....

. _ -

-

for

people who

have

only recently started at

the

company.

6,

There

were

problems with

the

...

during

the

last conference

call

.

2

53

T

he

Marketing D

ir

ector, Sumira,

is

di

sc

us

sing a meeting

wit

h her assistant Leonard.

Lis

ten to the dlalogue and

mat

ch the questions in

A

to the correct answers in

B.

A 1 How long will

they

give people to

fi

nd

thei

r

sea

ts

and finish

the

ir conversations?

2.

How long h

as

the

CEO

gol to

ma

ke

his

opening remark

s?

3

Wh

at is

Adarn

West s

presen

tation about?

4

What does

Sum

i

ra

tell

Leonard

to print out on a piece of card?

5

What is

Anne

t

te

Bampton s presentation about?

6.

What

are

people going to discuss

in

groups?

7.

What is S

um

ir

a's

presentation about? B .

a.

Flve

minutes.

•

b. T

rends

in

t

he mafket.

c. D

riverless

vehicles.

.....

d.

2

mi

nu

t

es.

e.

15

mi

nu

t

es.

..

.

f.

Robots in

the

job

market.

.....

g. How to se

ll

the

new products.

A

discussion

is

a serious talk about a topic.

A

chat

is

a friend

ly,

informal conversation.

>

54

Complete the

se

ntences from

the

dialogue with

the

wor

ds

below

.

h

en listen and ch

eck

your answers.

go

over • overrun • schedule • it

em

• questions session • supposed

1

Let s _ -

-

t

he

programme so

you

can

take cara

of

all

the det

ai

l

s.

2.

What s the next _ on the programme?

3

How long is

Adam

s presentation _ -

to

be?

4

We

don t

wan

t

him

to ...

5

We need

to keep to t

he

.

6.

lt s

an

hour

long,

plus 25 minutes for

7

What s the closing .

.

...

.

-

?

Work in

pa

irs. Use the sentences from Exerci

se

3 to w

ri

te a dialo

gu

e similar to the

one

in

E

xe

rcise

2.

P

ractise

yo

ur

new

di

alog

u

e


W o

rking with

Vo

cabu

l

ar

y

I

IS

)

VOCABULARY

PRESENTATION

J

O

4

Ci

rc

le the correct answer.

1.

A stand-up / virtual me

et

ing is very short, and the team members

quick

ly gíve an update

on

their

worl<

without sitting down. 2. Toe directors of the company make importan decisions about the direction of the company

al

a

boa

rd meeting / conference cal

l

3

At a briefing / an o

ri

ent

atio

n meeting, someone gives information or instructions to others about a speci

fi

c task they will

need

to do.

4

Board / St

aff

meetings are for discussing various

wo

rk-related issues

with

employees.

5

Orientation / Stand-up meetings are

he

ld to give n

ew

employees information about

bas

ic procedures.

6.

A brainstorming sessi

on

/

st

aff meeti

ng

is when people try

to

think

of

as many ideas f

or

something as they can.

7.

A briefing / virtual meet

ii

ng is when a group

of

people

co

nnect over

tthe

Internet, often with video,

so

t

ha

t they can

see

each other to discuss something.

8

A brainstorming session / conference call is when a group

of

people connect over the telephone to discuss something. Match

th

e wo

rd

s in

A

to

th

e

ir

de

finiti

ons in

B.

A

1

product

line 2. programme 3. client

B

_ _ a. customer

4.

summarise 5. demonstration b. give the main points about someth

in

g _ c. explanation and exhi

bi

tion of how something works .... d. a group

of

sim

il

ar items a

ll

sold

by

the same

compa

ny e. plan of what w

ill

be

done

and in what order

O

6

Comple

t

the sentences with the phrases below.

attendance list • board of directors closing session •

hand

out • opening remarks 1. The CEO welcomed everyone to the convention in his . . 2. Let's check the _ . -

to

see

who

was at the meeting.

3.

In her .

.

.

, she thank

ed

the organisers of the conference for mak

in

g it a success.

4.

Please photocopy this page and .

.

.

.

.

.

.

a copy to each person.

5.

The .

.

dec

ided that Jeff Evans would

be

the new CEO.

O

7

Number

th

e meet

in

gs f

ro

m

th

e one that happens the most frequently

to

the one that happens the least frequently.

a

the weekly department meeting b. the

quarte

rly budget meeting

c

the annual shareholders meeting . d. the daily stand-

up

meeting .

e

the

mont

hly staff

meeting

Os

>

ss

R

ic

hard,

the

Ma

·

rketing Dir

ec

tor, is s

peaki

rn

g at

the

beginn

ing of

a

staff

meet

i

ng

.

Listen to

hls

openlng

remarks

and ci

r

cle

th

e conr

ec

t

an

s

wer

.

1

Thomas Cooper is a

sa

les manager in the southwest /

northwest

region. 2.

leah

Spencer joíned Richard's team a long/

short

time ago.

3.

Richard has got a b

oa

rd

meet

ing / conference

ca

ll

at

2.00

pm. 4. The last board meeting was

on

4th / 24th June. 5. Each member of staff is going to give a report

on

sales in his / her region in the last three /

to

ur

mo

nths 6. They are/ aren't going

to

discuss the n

ew

brochures at t

od

a

y s

meeting.

Work

in

pairs.

Th

e date Is 15th November,

and

it s time for the

mon1thly

Sales Department meeting. The meeting was scheduled from

10

am

until

1

pm

, a

n I

the agend

a

wa

s

sent

out

But now the Marketing Director

ha

s unexpectedly been asked to go

on

a

business

trip, and the meeting will have to finish at 12,

so

that she can catch her plana.

You

are going to help shorten the meeting by one hour. Tum to page 109. Look at the agenda, discuss the advantages a

nd

disadvantages of postponing each item

on

it

and decide what can be left until next month s meeting.

•


O etting

Started

Vocabu/ary page

@

O

◄

>

56

Read

the minutes.

Complete the

sentences

with words

from the

mi

n

utes.

.

.

Mi

nutes

of

tbe

auarterfy

Sales

M

eetin

g

Date

:

5th

October,

2023

Tim

e:

10.30

am

-

1.00

pm

Location: J

Ta

ylo

r

and

Sons

Head

Offices

Present:

Sales

and

Marketi

ng

Department, Chief

Financia

Officer

ce

list:

CEO

Apo

fo

gies:

Jenny

Dale

Minute

Taker:

Susan Rogers

Agenda:

1.

Ana

l

yse

quart

IY

sales

figures.

2.

Di

scuss

market

r

esearch

findings.

3. C

arify

the

pros and cons

of

expanding the

product

l

ine.

Points

made:

1.

Sales

figures

-

no

change

since

last q

uarter.

2.

Customers

want

a

larger

selection

of

products, especially

for

teenagers.

3.

More

pros

than

cons

regarding

expans

i

on

of product l

ine.

Other

is

su

es

raised:

The

need

for

additional

sales

r

eps

and

better

tra

ining, ,sp,cia

ll

y in

the

southern region.

Key

d

ecisions: Collect

cu

rrent

pu

r

chas

i

ng

informa

t

ion

fr

om

our majo

r

customers.

Obj

ections: N

one

Action

points:

TASK

1:

Contact major

customers

to collect additional

current

purchasing

information.

Assigned

to:

Sales

and

Market

i

ng

Drector

(Rick

M

ay)

Time

frame

31st Octo

b

er

TASK

2:

Analyse

ability

to

hire

new

sa

l

es

r

eps

and

increase

training

budgets.

Assigned

to:

Chief

F

nancia

Officer

(Dan

Binder) Time

frame:

22nd

Octobe

r

Circulated

6th

October,

2023

When you ce

peop

le i

nto

an e-mail, you send them a

copy

of

the correspondence.

1

Toe meeting took

place

on

_ -

at the _ _ . 2. _ idn t attend the meeting.

3 -

took minutes.

4

Toe participants examined the advantages and disadvantages

of

-

-

...

-

-

.

5.

Sales figures are the same

as

they were in the

6.

Toe is going to speak

to

-

-

to

get sorne information about what they plan

to

buy.

7.

Toe -

must analyse the company s training budgets

by

o

What are the features of

the

calendars

that

come

as

part

of

an

e mail program that

can

help

you

to

stay organised?

2

>

Two sales

team

leaders (A

and

B)

are

talking about the process

of

tak

i

ng

minutes

.

Complete the dialogue

with the words

below

.

Then

llsten

to

the dialogue

and

check

your

answers.

attendees • repeat •

task

before • make sure

A:

l ve been assigned the task

of

taking minutes at the meeting next Thursday. l ve never taken minutes

1• ............................................. .

B:

lt s not hard, but

you

ave

to

come

prepared

.

A:

How

do

you prepare?

B:

First,

1

r~ad

hro1

gh the

agenda carefully

.

1

• .............................................

1

know wtiat the objectives

of

the meeting are. That helps me focus

on

what notes to take at the meeting. A: What notes

do

you take? B:

don't

try

to

wri

e

everything down.

Yo

should

concentrate on

he

key

decisions

, the actions and

who

is going to

do

each

3 ......... _ ................ .............. .

A:

Gol

it. Anything else?

B:

List the central issues that are raised. Also,

record

any

objections

that are

raised

And don t

be

afraid

to

ask someone

to

explain or

•·

. what

,e

y said.

A:

What

do

you

do

wi

th

the minutes after the meeting?

B:

Type

up

your notes

soon

,ifter the

meeting

. Ttien send them

to

the

5 .............................................

and everyone

on

the ce list.

O

3

ead

the

dialogue

In

Exerc

ise

2 again. Tick

✓

the

things

that are

advised.

1.

Type

up

the agenda for the meeting.

2.

Get ready for the meeting in advance

. 3.

Understand the reasons for having the meeting.

4.

Try

to write as rnuch as possible.

5.

Type up the minutes a short time after the meeting.

. 6.

Only send a

copy

t

thc minutes to the people

who

were at the meeting.

Work

in


in

Exercise 2. Pay attentíon

to

the expressions

in

colour.


W

orking with

Vocabulary

IC/IS

)

VOCABULARY

PRESENTATION

1

O

4

at

ch

the

w

or

ds in A

to

their definitions

n

B

A

1.

task

2.

objective

3.

f

ocus

4

clarify

B

a.

goal

,

pur

pose

-··-

b.

teaching

5.

major

6. training

7.

pros and cons

c. advantages

and

disadvantages d. concentrate

....

e. make sure something is clear . f. i

mpo

rtan , main _

_ g. a

job

for someone to

do

O

5

>

Circle

the

correct

answer

Then listen and

check

yo

ur

answers

1. An

act

i

on

po

int

is

something that someone ... after a meeting. a.

does

b. understands 2. To

ana

lyse an issue,

you

....

a. study it carefully b. write about

it

3.

A key

dec

ision

....

a.

probably

won t

have

muc

h effect

b. wi

ll probably have a

big

effect

4.

After the ex

pans

i

on

of

a product line, it is

....

a. bigger b. smaller

5.

When

you

are

prepa

r

ed

for something, you

....

a. need sorne training

b.

are ready for it 6. Under '

Apo

logies' in

the

minutes, you list

the peop

l

ewho

.... a. sent a message to say that l

hey

couldn't attend

b.

h

ad

to leave t

he

meet

ing ea

rl

y 7. When you rai

se

a topic,

you want

to ... il. a. cancel b. discuss

e

Circle

the

correct response

1 Were all t

he members

of

the

team

pr

e

sent

?

a.

No. N

ot

everyone agr

eed with

t

he

plan. b. Yes. Everyone

was the

r

e.

2.

Did you discuss

ways

to

increase the

se

lecti

on

of

suppliers

we

ca

n use?

a.

Yes.

Everyone ag;reed that t

hey don t

offer a

good

service. b.

Yes.

We're going to request quotes from more

of

them In future.

3.

Can

we

add

a point

to

the

agenda

to

discuss h

ow

to

attract

mo

re

customers?

a.

Yes.

We need

to

work

out how

to

get

more

peop

le into

our shops

b.

Yes.

1

agree. Let's

work out

h

ow

we

can

ge

l

peop

le

to

spend

more

4. Were there any

obj

ections to Kate's plan?

a.

N

o,

there

we

ren't. Everyone agreed

to

try it. b. No, there

we

ren't. Everyone had l

ots

of ideas. 5. Did you

take

no

t

es

dur

i

ng

the tatk?

a.

Yes.

1

handed out a

copy

to

everyone

who

was

the

r

e.

b.

Yes.

1

wrote

the main

points. 6.

What

is t

he

ti

me trame

f

or

this project?

a.

lt

s pretty short -

we

only have until the end

of

the month. b.

We

usually start meetings

al

10

am.

7. Did they

ass

i

gn

anyone

to do

this project?

a.

Yes,

they did.

The

CEO

pul his

name

on

t

he

contrae yesterday. b.

Yes

, they did.

Dea

n

s

team is responsible for

it.

8. Are there any i

ssues

regarding the

new

marketing strategy?

a.

Yes.

l

m

afraid

tha

t there are sorne problems. b.

Yes

. l

t

s going well.

O

l'i•iiiiiiil, ~

Work

n

pairs Ask and answer questions with your partner

to

complete your minutes from a team meeting that was

set

up

to

plan the SLUCA 2024 Convention and the SLUCA 2024 Convention programme

Student

A: Turn

to

page

109.

Student

B:

Turn to

page

123.


Reading

O

1

>

59

Read

the e-mall and Tara s notes.

Find and

correc

t

th

e

mistake that s

h

made in each sentence

of

her notes.

To:

Ta

ra

Th

omas

From

Gem

ma

Ha

ll

Sub

¡

ect

Dep

artmental M

eeun9

He

lio

Tara

l d

llke

you

to

help

me

get

ready

for

the

departmenta

l

meet

i

ng

next

week

Frstly, pl

ease

c

an

you

create

and

prlnt out

an

attendance

sheet?

There

wlll

need

to

be

at l

east

so

spaces

for

people

to

wrlte

the

lr n

ames.

Everyone

mus

t attend

these

meetlngs

, but l

ve

notl

ced

In

the

l

ast

few

that

there

were

a

ot

of

empty

seats.

Can

you

lnclude

someth

l

ng

In

the meeting

lnvltatl

on

about

everyone

needlng

to

slgn

t

lh

e

attendance

sheet?

Hopefully,

people

w

lll

be

more

llkely to

come

if

hey

know

that there

Is

a

record, and

lt

will

be

usefu

l forme

to

know who misses

the

meet

i

ng

so

I can

ask

them

why.

l m

also

a llttle worrl

ed

that there

are

people

In the

department

who

don

t really

know

each

other. 1 hlnk lt

wo

u

ld

be

useful

lf

people

hada

chance

to network a bit

and ta

lk

to

peo ple

In the

department who

they don

t

usually

deal

wi

th

.

So

,

cou

ld

yo

u

organ

l

se

sorne

tea,

c

offee

and

blscults at

the

start

of

the

meet

i

ng?

The

meet

ing starts at

10

.

00

am,

but

I

thlnk

we

should

allow

15

mi

nutes

at

the

start ofthe

age

n

da

for

peop

le

to

get a

be

v

erage

and

a

blscu

lt

and have

a

qu

l

ck

chat w lth

colleagues.

Then

1

start

my

presentat

l

on

. l ve

attached

the

agenda

for

the

meeting to thls e-

ma

ll.

Please

put

lt

nto the

meeting

lnv

l

ta

t

lon

and

ask peo

ple to e-

mall

you

lf

hey

wou

ld ll

ke

to

add

any

oth

er

topl

cs

fo

r dl

scusslon.

Tell ti

hem

that t

hey

must

tell

you by

the

end

of

he day

on

Fr

l

day

.

Then

l d ll

ke

you

to

put

the

lr

suggestlons

In

an

e-mail

to

me

by

the

end

of

he

da

y

on

Monday,

so

I

can

see

what

we

mlght lnclude. l

d

llke

yo

u

to

access

the

room

about

15

minutes

before

the

meeting starts

to

che

ck

hat

the

r

efre

s

hments

have

arrlved

and

to get

the

aptop

and

pr

oJector

set

up

for

my

presentatl

on

.

1

11

send

you

a link

to

t

he

slldes

when

l

ve

flnl

shed

checklng

them.

1

thlnk t

ha

t s

everythlng.

Let

me

know

if

you have any

questions.

Best wl

shes

,

Gemma

<

Notes

A O

O

-

1

DEPARTMENTAL MEETING

To

Do

: • Print attendance sheet wi

th

15

spaces for names. •

Tell

people about

the

attendance sheet at

the

start of t

he

meeting. • Organise light refreshments for

the

end of the meeting. • Gemma wlll start speaking at

10.00.

• lf anyone wants

to add

anything

to

the agenda, they II have

to

let

me

know by

the

end of the day

on

Monday. • 1 wi

ll

send the

sl

ides to

Gemma after l

ve

finished checking them.

02

ead the e-mail again and answer the questions.

1 .

Do employees have

a choice about attendi

ng

departmental

mee

ti

ngs?

---···-·····-·········

········ · ·

···

·

·· ·······

·

···

2.

Wha

t two

reason

s does

Gemma

give

fer wanting

an

attendance

shee

t?

3.

What does

Gemma

want people to do

befo

re

th

e

me

e

ting?

.

..

..........

..

.......

.

_

...

.......

.

,

..

......

_

___

-··

·

-·

····

.

·

···

··

.

-···

4.

Why

does

Gamma

want

Tara

to go to

t

he

room early

on

the

day of the

meet

ing?

·

·····

··

·· ···

··

-·

.

-

··

· ·

·

··

···

·

·

· ··

. ··

···


Writing

3

Wrlte

an

e-mall lnvltatlon

informing

your

team

of

n

upcoming staff meeting.

lnclude: • the date, time, location, etc. • the purpose of the meeting. • a short agenda. • a deadl

ine

by wh

ic

h people need to

te

ll

you if they'd

li

ke to add anything to the agenda.

Useful anguage

...

will be giving a

pr

esentation on We will also hear

/

learn about

....

We

will break

for

lunch / tea / refreshments

at

.

•

lf

you would l

ik

e

to

add anything to the agenda, please let me know

by

•

Best wishes,

O

W

rl

ting Gui

p ge

33

istening

•

4

◄

>

6

Bill

and

Fiona are talking

about

arrangements

for

an event. Listen to the

dialogue and

writ

e T true) or F false) next

to

each statement. Correct

the

false sentences.

.

1

Bill

wants

Fiona

to organise the event.

··

··

·-·

·······

··-

········

··-

·······

··

·······

-·····-

····

-·

··

········

-··

·········

-··

··

-

···

-

··

·

··

·

···

·

-

.

2.

Bill

doesn't want people to

do

any

work during the breaks. 3. The venue needs to be cl

ose

to the office. .

.

4. The

train

ing

is

going to take place on 7th November .

5.

Bill

is expecting 25 people to attend the training. .

6. In addition to lunch, there

will

be two breaks. .

7. They will need to

be

able to display information f

or

the attendees. 8. Fiona

will

need to decide which venue they willuse.

Speaking

os

; J

Work in

pairs

.

Student A:

You

are Mr Johnson's PA at Compuserve.

You

receive a phone call

from

Student B asking to reschedule Ms Brigman's 9 am meeting with

him.

Using the information on paga 110, ask and answer questions to

find

a suitable time to reschedule

the

meeting.

Student

B

You

need to reschedule a meeting at Compuserve between your

manager,

Ms Brigman, and Mr Johnson

i

nvent a reason

).

Phone the Compuserve offices to reschedule, using the information on paga 123.

istening

6

61

Jake

and Stephanie are

talking about

the advantages and disadvantages of taking meeting minutes

by

hand or

t k

ing

them

using a computer.

Listen

to the dlalogue and

tick

)

the things that they me

nt

i

on

.

1

You

need to be fast

al

writing on a keyboard . 2.

Your

computar might crash.

3. Typing

minutes on a computar means you have

less

work to do after the meeting . 4. Sorne people don't like the sound of someone typing in a meeting. . 5. With handwritten notes, you can show connections

and

importan information easily . 6. lt can be difficult to write fast enough

by

hand . 7. might

be

difficult to understand your notes if your handwriting isn't good.

8.

You

can check your spelling wh

il

e you write if you use a computar 9. Check that your laptop won't run out

of

battery during the meeting . 10.

You

might get distracted by notifications on your computar.

Speaking

7

; J

Work in pairs.

Ask

and

answer

quest

io

ns wi

th

your

partner

to

complete

the minute

s

for

a

team

me

e

ting that wa

s

held

to

organise

a

work

shop •

Student

A: Use the minutes

on

page 11 O.

Stud

e

nt

B: Use the minutes on page 124


e

tt

i

ng

tarted

: Vocabul

ary

page

148

)

1

>

62

Read

the e-man.

Answer

the questions.

To

c.d

a

nson

Ct

heharnn

g

tonagency

nett

F

om

lee

fong

Oosa.hk

.ne

tt

Su

bject

lnternat

10

n

al

Ma

rk

e

ti

ng

~r111Ces

Ex

h1

b

1t10n

Dear

Mr

Danson, One Step Ahead would like to [nvite you to exhibit

at

One

Step Ahead -Marketing

So

lutions 2024 in Hong

Kong.

This award-winnlng event is definitely the biggest international marketing services exhibition

in

the world. The exhibition attracts businesspeople from a wide variety of fields. It s a chance for them to gather and learn about

the

latest mark

et

ing trends. A major reason for its

success

is that we invite only top compani

es

to

exhibit there. And this is why

we

would like you

to

get

involved.

Details: Dates:

2nd-Sth February, 2024

Location:

Agoda Convention Centre, Hong

Kong

Oeposit:

fSOO

I.f

you want

to

take this opporrunity to raise your company s lnternatlonal profile, follow the link and fill in

the

regjstration

form

You

will then be asked

to

pay your depos

it

to secure your place. You have until

15th

December,

2 23

to

sign up, but pl

aces

are going fast,

so

the sooner you book,

the

better.

rf

you have any questions, yolll can contact me at:

lfong

@

osa superglobe net

Thank you for your attention, and

I

look forward to seeing

you

in

Hong

Kong

next

year.

Lee

Fong

2

>

63

Two employees

of

a, marketing company, Sue and

Ja

ck, are planning their compa

ny

s booth

at

the

ex

hlbition. Listen to the dialogue and

write

T (true)

or

F (false) next

to

each statement.

......

1

They have a long ti

me

be

fore the exhibition

..

..

..

2.

They need

to

give someone instructions about

what

to include in their booth

......

3.

The company recently changad its slogan and l

ogo

.

..

....

4.

They want to

show

sorne examples

of

their

work on

tablets.

......

5.

They re on

ly

going

to

use digital

ma

t

er

ials

to

tell people about their

company

.

-·-6.

J

ack

suggests

show

i

ng

an example of

how

they have used social

med

ia

to

promo

te a company.

1

r

How

many

reasons

can

you

th

i

nk

of

far

why

people

and

companíes attend business exhibítions?

o

1. What

is

the exhibition about?

2.

When is

the

exhibition?

.........

.

····

.

·

··

······

.

.....

.

...

.

-

.

.

.......

......

_

___

..........

.

...........

.

.....

_

3.

Where

is

it?

4.

What t

wo

things

do

people need to

do

if they want to participate? 5. What is the latest

da

te that they can te

ll

One

Step Ahead if they

wan

t

to

participate?

·

·

...........

....... .

6.

What should people

do

íf

they want more informati

on?

3

>

6

Put the words into

the

correct order to

form se

nten

ces

from the dialogue

in

Exercise 2.

Then

listen

to

t

he

dialog

ue

again and check your answers.

1.

need /

with

/

We II / the company slogan / a big banner

2.

going

are

feature /

on

the tablets /

we

/

to / What / ?

3.

of / hard copies/

as

we

ll

/ need / the prornotional material /

We

II

/ to / displ

ay

.

...

.

.....

..........

......

......

.

.........

.......

-

..

.

___

_

4.

sorne/ for / ask / Let s / racks

5.

have

d

o/ we / What /

co

uld /i

s

a display

board/

instead

6.

of /

to

/ offer / thi

nk

/ want /

what

/

We

II

/ giveaways / we / to / need

O

.

•

•

•

•

•••

••

•-••••

•

.

000

0

•••• •••••

.

•

•-•Ho-•••

.

••

•••-••••-••

•• •

••

• •••oM

O

O-OO

O

O

•o

OO-O

oO

•••••

•-

••

••••••

•••-••••-

••

••••••

••

•••••

••

.

ooooOO

O

·•••-••

••

•••••

Your

Turn

Work

in

pairs. Use the sentences from

Exercise

3

to write

a

dialogue similar

to

the

one

in

Exercise 2. Practise your new dialogue.


W o

rking

with

Vo

cabu

l

ar

y

IC IS

)

VOCABULARY

PRESENTATION

1

06

o

mp

lete the sentences

wit

h

the

w

or

ds

an

d

phrases

be

l

ow

.

8

4

M

t

ch the words bel

ow

to

the items in the p

ic

tu

res

.

P

1.

booth

...

..

.

5.

bus

iness

ca

rd award-winning • field • hard

copy

• sample video

clip

1. We should

pul

this

..

.......

-

.......

..

.................

...

on

our

·

.. 2.

banner

_ . 6.

slogan

. _ 3.

l

ogo

...

..

. 7

display board

_ 4.

pamphlet

8.

r

ack

YouTube channel.

2

There are a lot

o

visitors here

who

work

in

the .

...

...

. _

..........

...

..

...........

..

of

logistics.

3.

We should ask each designar to send in a .

...

........................................

of

their

work

so we

can

gel

an idea

of

h

ow good

they are.

4.

They are very proud

of

their _

..

_ design -it

was

Car

of

the Year 2022.

5.

Having the exhibition programme on an

app

is convenient,

but

I

always like to have a .

....

....

..

..........

..

.................

..

...

as

well to take notes on.

8

O

7

R

ep

l

ce

the words

n

d phrases in

bo

ld

wit

h the correct word below.

8

5

~

>

6

Circle the correct

ns

wer. Then listen and check yo

ur

answ

ers

.

1.

We need to

des

ign a

brochure

/ hard

copy

that shows people

how our

services can help them.

2.

lt's always a good idea to have sorne g

iv

eaways /

depo

si

ts

with your company name on them, like pens

or

USB

st

icks.

3.

Let's exhibit /

gather

sorne

of

ou

r products in

our

booth

so

that people

can

see what they actually look like.

4.

The curren trend / field is for sustainable products. 5. Our

video

cl

ips

/

specif

i

cations

were f

or

a booth with

two

screens and

two

disp

lay boards. 6. Our

comm

ercials / pro

files on he

radio and television have definitely helped us to

gel

our company name

bett

er

known. 7. Our

promot

i

ona

l

mater

ial/

boot

hs mus talk about the high quality of

our

products. 8. We should

display

/ si

gn

up

for this exhibition - it could help

us ge

l a lot

of

new customers. profile • display •

ga

t

her

• deposit • feature • variety

1

We

wan

t the design

of

the booth to include something to

at

tract visi

to

rs -

....

-

-

...

-

2.

The range

of

com

panies t

ha

t this exhibition attracts -fr

om

accountancy firms

to

1T

specialists -is what makes it

so

special.

.............

..

......

..

.................

....

.

3.

We

get

together

once

a month to discuss t

he

lates trends

...

....

....

..

....

...

...........

.

4.

Appearing in the news has definitely increased

our

leve

of

attenti

on

-

.......

........

-

.......

..

....

.

5.

We have paid a

sum

of

money

to reserve a

boot

h at the exhibition .

......

-

..

.

..

.....

.

..

......

..

......

.

6

1

hink

we

should

show

sorne images

to

ma

ke

the

booth look more attractive -.

......

..

.......

-

.......

..

.......

O

8

>

65

An exhibit m

n ger

is talking on the phone

to

a client. Listen to the conversatlon and number 1-5) the items in the

or

d

er

they are discussed.

...

a

how big Global Bookstore's

boot

h is going to

be

...

..

. b. the number of parking places required for Global Bookstore

c.

the

type

of

books

published

by

Global

Boo

kstore

......

d. an invitation to phone with queslions or other requirements

....

e

the distance from the traln station to the exhibition

Work

in

pairs.

ou

both work for a mobile phone company.

ou

need

to

prepare a proposal for what to include

t

the booth that your company will be setting up

t

n

exhibition. Discuss the following and decide

on

three ideas:

• display boar

ds

• product demonstrations and sampl

es

• videos • brochures and leaftets

•

free

gifts


t

tting

Started

Vocabu/

ary

page

@

1

>

66

ead

the webpage

rite

T (true), F (false)

or

OS

(doesn

't say)

next

to

each stateme

nt.

Making

Small

Talk

at

Business

Events

Small talk is

an

impo

rt

a

nt

skill in the wor

ld

of business.

By

making s

ma

ll

tal

k

at

a business event, you c

an

find out

if

a compa

ny

is

well-established and if

it

has

got

the

pote

ntial to

be

c

om

e a valued customer.

We

are always looking

fo

r ways to increase

the

company s busi

nes

s. The following ideas c

an

help you use small

tal

k to help

ac

hieve every company s goal: increase bus

ine

ss

.

Hi

,

my

name

is

...

. I rep

resent

....

Pleasure

to

meet

you. W

hat

do

you

do

at

...

? What dep

art

ment do you

wo

rk

in?

T

hat s

a rapidly-growing field. ···-1.

Making

sma

ll

talk can help your company succeed.

··

·-2.

Sma

ll

t

al

k can

he

lp you to win

fri

ends as well

as

business.

3.

Sma

ll

talk can help you learn about a person,

but

not about lhe place where he / she

wor

ks.

. _ 4.

Sma

ll

ta

lk is useful for identi

fyi

ng business.es that might want

to

buy

fr

om

your

compa

n

y.

·

5.

You

shouldn't ask someone questions

abo

ut his / her

job

.

.

6.

Asking for their opinion

of

the event you are

at

is one way to begin talking t

osomeo

ne.

.

_ 7.

One posslble topic is

to

ask

abo

ut where t

hey

do

business

The mark

et

is very strong at the

mom

ent. What cha

ll

enges

ar

e you facing in y

our

area?

8.

During

thle

conversation, you should get the

pe

rson

to

agree

to

do

business with you.

Do you

serve

the

domestic

or internat

i

onal

mar

ket

?

Do

you

sell

to

the

EU?

Can

I give you my busin

ess

card?

I ll

give

you

a call

next

wee

k

A su

ccess

ful conv

er

sation is as much

abo

ut li

st

ening

as

it is about

ta

lking. Ask

interesting

and t

houghtful

questions

to

make

the

c

on

v

er

s

ation

flow. Show

inte

r

est

by

fo

cusing on the

per

s

on you

re

ta

lking

to

, use body language

li

ke

nodding your head

and

making eye c

on

ta

ct,

and

add

hmm

and

uh

-huh

at

appr

opriate

moments.

..

9.

You

should listen to the other

pe

rson, but it's

mo

re importa

n

that you get him / her to listen to you by being interesting.

.

1

O

When you are listening to someone, you should remain

comp

letely

si

lent.

In

different

cu

ltures, business people

greet

each ot

her

differently.

For

example, sorne shake hands, sorne ki

ss

and sorne bow.

02

>

67

Two

visitors

at

an exhibition

(A

and

B)

are

maklng

small

talk.

Listen

to

the dialogue

and

fHI

in

the

missing

words.

A: H

i,

l'm Linda Robinson.

represent

Cosr,ic Impon Expon.

B:

-

......

-

.......

.

..................

.

......

..

.

to meet you. l'm Jake West from Smart Homes. We

produce home

automation systems

A: lt's a pleasure

to

meet

yo

u, Jake. 've read

that

home

automation

1s

a ap1dly-growing field.

What

do

you

do at Smart

Homes?

B: l'm the

2 .............................................

Manager. We're looki

ng

f

or

new vendors.

A: 1

see. Wh1ch

l"'ld

kets

do

you serve?

B:

Cu

rr

entl

y,

we

only serve the

3

..

..........................................

rnarket

,

but we

re

hoping

to

4 ...........................................

.

the European market.

A:

The

European

ma1

et

1

s

very strong

right

now.

B: Yes,

we

're looking forward

to

expandi

ng

our

'·

...

..

.......

-

.......

..

......

.

.......

-.

..

1here. There's a lot

of

potentia

l.

A:

Why

don't

we

exch;mge business cards?

l'd

like to send you soma

8· .......

...

................................

a

bo

ut Cosmic lmport Export. Hopeíully, we can

do

business together.

8:

Great.

1

be

happy

to

have a look at

it

.


03

e

ad the

dial

og

ue

in

E

xercise

2

agai

n a

nd

ci

rcle the

corr

ect an

swer

o

1.

Jake

's / Linda's company makes home automation systems. 2. Linda Robinson thinks t

hat

the types

of

produc

ts

made

by

Smart Homes are becoming more and more expensive /

popular

. 3. Jake wants to find people interested

in

developing /

se

lling his products. 4.

Ja

ke's company sells its products in many countries /

one country

. 5. Jake's company plans

to start

/

stop

doing business in Europe. 6. Linda wants

to

give

Ja

ke sorne details

abo

ut her

company

/ the European market.

Work

in


in

Exercise 2. Pay a

tt

enti

on

to the expressions

in

colour.

Working with

ocabulary

IC IS

)

VOCABULARY

PRESENTATION

O

4

T

ic

k

✓

the logical sen

tences

.

1. When you

show

i

nterest

in what someone is saying, you let the person know you are

li

stening. 2. A company with a lot

of

potential will probably

be

successful. 3. A well-established business is generally a new business.

....

4.

You

might

need

more

wo

r

ke

rs

i

yo

u

expand

your business. 5. lf the market for

a

product is strong, lhere are a lot

of

customers

who

want

it.

.. 6. When you make

sma

ll

ta

lk, you may discuss a serious family problem. •.

.•

7. When a conversation flows, there are many moments

of

silence. 8. P

eop

le want

to

achieve their goals.

O

5

r; >

Work in pairs. Explain why t

he

sentences you didn t ti

ck

in

E

xe

r

cise

4 are

not

l

ogical

C

6

M

atc

h A to B

to

form

sente

n

ces

.

A

1.

We hope to increas.e

our

bus

iness 2. Before you en

tera

marke

t, 3. Making small talk is one

ot

the skills 4. A valued

customer

5.

1 11

give you a call

so

6.

An

example

of

a

rapidly·grow

i

ng

field

7.

We exchanged business cards

B

...

a. you need to succeed in bus

in

ess.

..

b.

we

can set

a

meeting soon. . c. is virtual reality -

we

are seeing it

mo

re

an

d more. d.

du

ring a coffee break at the

co

nvention.

e.

by

developing new products

.

f.

is importan for your business. g. you must

fi

nd

out

about your competitors.

C

7

Wr

ite the

wo

r

ds

and phrases below n

ext

to the

cor

r

ect

definition.

o

body

language • make

eye cont

act •

nod

re

pr

esent • th

ough

tf

ul

• ven

der

1.

act

or

speak officially for someone -

2. move your head up and

down

to signal agreement 3. communication

by

rrnoveme

nt

, not words 4. look at someone directly wh

il

e they look directly at you .

...............

.

5. showing that you have consi

de

red something carefully

.

6. a business that se

ll

s products

..

-

.

······

.

.

YourTurn

Work in pairs. Imagine you are a businesspers

on

at

an

exhibition.

ake

small talk with another bus

in

essperson. Stude

nt

A:

Yo

u are the Marketing Manager at H Toys.

You

are standing next to your company's booth

Student B:

Y

ou

are the Purchasing Manager at Cole Department Stores.

Follow the flow cha

rt

on page 11 O and act out the convers

at

ion.

F

Worlcbook

pa

g

2

•


etting


49

)

>

68

Read

the

e man

abo

ut

tr

ave

l

ar

ran

ge

me

nt

s.

Circle

th

e

correc

t an

swe

r.

To:

JIRobetts

From: Ron

Edwards

Su: jee

t:

Tnp

to

Beljing

HelloJi

ll

, l've

made

all the arrangements

for

your

trip

to

Beijing with Adam. 1

quickly run through your itinerary

he

r

e.

1

have

booked

two

business class return tickets

on

direct flights. Outbound flight: Flight

number

TA 145 from London, Heathrow,

to

BCIA (Beijing Capital lnternational Airport). Departure is

on

Sunday, 3rd March, at 3.30

pm

. Arrival is

on

Monday, 4th March,

al

8.30

am

local lime. lnbound flight: Flight

number

TA 132 from BCIA

to

L

ondon

, Heathrow. The flight takes off

on

Sunday, 10th March,

at

11.00

am

and lands at Heathrow

on

1 oth March

at

3.

30

pm. The

air1

I

ne

will send each

of

you a comfinnatíon e-mail with

your

e-tick

et

withln

48

hours. Let

me

know

if

you

don

't receive

ít.

l've al

so

organised the rental of an

inte

rmediate car (automatic)

fo

r your trip. The car will

be

wa

iting f

or

you

al

Check Cars at the air

port

(their

off

ice is near t

he

taxi ran'k). At the end

of

your trip, you dr

op

off the

car

there,

too

. lnsurance and unlimited mlleage are included. You will

gel

an

e-mail

wit

h

your

car rental voucher soon. Y

ou

will need

to

show that and

your

driving licence when you colleot the

ca

r. lt's only a short

drive to

your hotel.

lf

you need

me

to

do

anything else, p

le

ase let

me

know. Thanks, Ron Jill ..

1 .

is going

on

a

bus

iness tr

ip

with Adam

/

Ro

n

2.

will /

won

't need

to

changa planes

3.

leaves the

UK

on

Monda

y /

Sunday

In the

morn

i

ng

/

afternoo

n

4.

will

spood

sev

en /

ten days

in China

5.

will

come home

on fllgh

t

TA132

/

TA145

6.

will

have

an eleotro

n

ic

/ a

paper

ti

cket

7.

is going to drive / ta

ke

a

tax

i from

th

e airport in Beijing

8.

will /

won

't have to

pa

y extra

if

she

does

a lot

of

driving

Go online and find out

how

much

t

costs for a business class ticket from Heathr

ow

Airport

to

Beijing Capital lnternational Airport,

returning one

week

later. F

ind

out how

much

it

costs

to hire

a car for that

time

Car

renta

agencies

cl

assify cars according

to

ma

n

ual

or

automatic

and

acco

r

ding

to

size. Different

agencies

cl

assify cars

differently:

small:

compact

/

economy

medium:

intermedia

te/

mid-sized / full-sized

standard

large:

luxury

/

premium

>

69

An administrativ·e assistant

is

talking to a representative

t

n

ir

line s

c

ll centre.

Li

sten to the dialogue

nd comple

te the sentences. Use

the

prompts in

br ckets

to

he

lp you.

1 The original

book

ing

was

f

or

. (date) 2. The original flight

number

was

SA

_

(number)

3.

Leo Hunter

wants

to

fly from

Londo

n

to

...........................................

(place) 4. There is

no

charge

to

change a flexible ticket

as

long

as

it is less lh8f1 _ -

....

.....

hou

rs befare t

he

light. (

number

)

5.

The

only

seats

on

21

st Ju

ly

are

in .

class.

(type

of

ticket)

6.

The new flight leaves

London

at

..

-

-

...

-

.

.....

.

....

. (time)

7.

Leo Hunter's seat is

..

.........

.............

-

.........

A. (number)

8.

Online

check-in

is

.............

....

-

hours before the flight. (number)

>

69

Listen to

the di logue

again and

complete the sentences

.

1. 1

made

a

................

-

....

online

for

our

CEO

fo

r

20th

July.

2.

M

ay

I

have

the

name

a

nd

flig

ht

number, please?

3.

l m

afraid

bus

i

ness

class is fully .

.........

................

....

. .

4. 1

can

offer h

im

a

seat

in

economy

class or pl

ace

him

on

the

.....

.

......

-

list.

5.

The direct light

on

22nd

July has

been

6.

The

check-

in

desk

......

..

.....

.........

....

.

two

hours

before the flight.

7.

He can

check

in

.............................

.

24 hours befo

re

his

Oight.

YourTurn

Work

in

p

irs. Writ,e a d

ia

logue

si

mil

r

to

th

e one in Exercise 2

111sing

the ex

pr

essions from

Ex

er

ci

se

3

Pr

ac

ti

se

y

our

new d

ia

l

og

u

e


W

orking with Vocabulary

( I

C/

IS )

VOCABULARY

PRESENTATION

e

Complete the

se

ntences with the words and phrases below.

4

Mat

ch

A

to

B

to

form

expressions

related

to

travel

.

A B

1.

boarding

.....

a. assignment

2.

direct

.....

b

flight

3

driving

.....

c. licence

4.

seat ....

d

rank

5

t

ax

i

e.

pass

drop off

• insurance • passenger • rental car unlimited mileage 1. We collected

our

..........

-

...............................

at the airport and drove straight

to

the coast.

2.

1

prefer driving to being a

..

......

..

......

-

...

-.

..

.......

_

.....

.

3.

We can

...

-

..........................

..

...........

our

car

at

the airport before

we

fl

y home.

4.

lt's good that

...........................

-

...............

is

included in the price, as we have a lot

of

driving to

dol

5.

Y

ou must

get

,

.

"'

............

,."'

.... ...

.

.

..

when y

ou

hire a car in case

yo

u

ha

ve

an

accident.

O

5

Write

three sente

n

ces

using

sorne

of

the

expressions from Exerci

se

4.

.

.

.

.

___

..

.

.

.

.

O

9

>

11

D

ve

is talking

on

the phone

to

a clerk

t

a c

r

rental agency. Listen to the conversatlon and fill

in

the invoice

........................................................

-

........

.

-

......

........

.

............

.

........

.

O

Complete the sentences with the pairs

of

words below.

cancelled / delayed • e

.

i

cket

/ voucher fully booked / waiting

list

• l

ands

/ takes

off

one

.

way

/ return •

ou

t

bo

u

nd

/

inbound

stopover / vía 1. A

............................

..

.........

..

...

tick

et

takes you somewhere,

but

a

..

_

......

..

.......

-

.................

....

ticket takes you there and back. 2. When your plana leaves the airport, it

........................................

..

...

. When you arrive

at

your destination, it

..........

....

...............

..

..............

. 3. lf your journey inc

lu

des a

.............................................

in Dubai, for example, it means that you are flying

...

..

.

.......

.

......

..

......

.

.....

..

...

Dubai. 4. You get an

.............

-

................

-

.......

..

when

yo

u book a flight and a

............................................

. when you

boo

k a rent

a

car.

5. An

.........................

___

light takes

yo

u to your destination and an _

.

........

-

...

-

......

..

......

-

....

flígh

t brings

yo

u home. 6. lf your flight is

.....

-.

...............

-

.................

, it is late. lf

it

is

.................................

..

.....

..

...

, it isn't

go

ing to leave at all. 7. lf a flight

is

.............

..

. ,

yo

u can

ask

to

be

put

on the

........................................

-

e

7

,

1

Circle

the

corre

ct

answers to complete the

text

. Listen and

check

your answers.

lf you w

ant

to

travel

by

plana.

fi

rst, you need to '·

check

in

/ make a reservation. Toen the

air1ine

will send you a

2•

confirmat

i

on

e

.

ma

il /

gate

. This wi

ll

te

ll

you what your

3.

li

ght

information

board

/ itinerary is. This will include

what

time your light leaves (your •

check

.

n

desk

/

depa

rture

time

) and what time it

ge

ts to its destination (your

5·

arrival time/ excess baggage). You can

6

check

in/ make a reservation online

oral

the

7·

check

.

in

desk

/

depar

ture time at the alrport. lf your bags are very heavy, you

may

have to pay

an

extra ohar

ge

for

8·

arr

ival ti

me

/ excess baggage. You have to watch the

9•

fli

ght

informati

on

board

/ itinerary

to

see

wh

ich

,o.

confirmation e

.

mail /

gate

your light leaves from. lnvoice

#103692

Name

of

Customer: Dave Banks Type

of

car:

•·

compact intenmediate luxury

Pick

u ·

....

-

............................

_ Time:

10.30

am

Place:

Drop off: Date:

e

:':

Time: •

.....................

....

.....

....

Place:

r 1s

_

~ 1

Number

of

dr

ivers:

6

..

...... ........

..

....... .........

.

Payment method:

7•

[ '

cash

n

cheque

[

credit card

Price

for car renta :

a

...................................

.

Extras:

......

. (

ES

per

day)

Total:

............................................

1

What are

the

advantages and , , disadvantages

of

hiring a car or using

pub

l

ic

transport

when

travelling abroad?

Work

in

pairs.

Student

A:

You

work

at a car renta agency.

Student B:

You are at the airport and you need

to

hire a

ca

r.

Follow the flow chart

on

page 110 and act out the conversation.


O etting

Started

Vocabu/

ary

page

@

O

1

12

Read the

advert

for

a hotel. L

ook

at

the

list

of

requirements

that

a

manager

has

written

for

an upcoming business tllip.

Copy the words from the

advert

that show the

hotel can satisfy these requirements.

FI

VE STA

R

HO

TE

L

SPECIAL

BUSINESS

DEAL

Our facilities

will

moke your busi

ness

trip o comfortoble ond successfuf

expe

r

lence

.

WHAT

DO WE OFFER OUR

GUESTS?

• o

centrol locohon

•

275

luxurious

executive

sulles

•

rooms

equipped

wilh

h1gh-speed

Wi-Fi

•

severo confe

r

ence

r

ooms

for

pr

esentotions ond

meetings

•

room

service

24

hours

o

doy

•

tronsfer

to ond from

lhe

oirport

•

business

cenlre ror

printing

•

filness

cenlre,

sw,mmlng pool

ond

spo

•

lh

r

ee reslouronts offering

local

ond

intemotionol

cu

i

sme

prepored

by

top chefs

R TES PER

NIGHT

Low

seoson

(Jonuory-Ap

ril)

High

seoson

(M

oy-December)

•

Ali

suites

non

•

smoklng

Company's Requirements: W

ewant

....

1 to

be

n

the middle of Hong Kong

2.

a fast Internet connection in

ou

r rooms 3. to

be

able to hold meetings 4. to

be

able to create hard copies of docurnents

5.

exe

rcise

fa

cil

it

ie

s

C

2

The company needs three executive suites

with

single occupancy

for

tour

nights in September.

lts

budget

for

these

hotel

reservations

is

€1

,800. Is

the

hotel

in

the

advert suitable?

-

····

-

··----·

"'

-

·

·-

· --

-·

···-

···

····

···-· ·-···

··

···-

···

····

---

··

-·---

C

73

The Financia

Director

's personal a

ss

istant

, Ross

(A)

,

is talking

to

a reservati

ons clerk

at

a hotel

(B).

Complete the

dialogue

with

the

words

below

. Then

listen to the dialogue

ªnd

check

your

answers.

assistance • January • night • seats • dates quot

es

A:

Hello,

l'm ca

lli

ng

from BH lmport & Export. We're checking

out

different hoteIs

for

a business trip

from

17th t

ill

19th of

1•

....

...........................

...

....

......

.

8: How many people are we talking about?

A: A

party

of

12, and we'd

lik

e

12

execut

ive

suites. 8: Let me check our vacan

cias.

Yes,

we've got

12

execut

ive

suites for si

ng

le occupancy on those

2.

A:

Good. What

a.

e your rates? 8: lt's L150 per

3 .......

..

.....

..

...........

..

....

..

.....

..

..

for each room, h

al

l board.

Wou

ld you l

ik

e me to book t

he

rooms?

A:

Not

yet.

Fi

rst. l'd

li

ke to get •·

........

.

.........

..

-..

.....

.

....

.

from

another two or

three

hotels. 8:

1

understand,

sir.

A:

l d

a.so like

to

know

if

we can

book

a pnvate room for the 2

of

us

at

the hote restaurant for busin

ess

dinners on both

evenings.

8: Y

es,

you can. Our Tulip

Room

s.

. _ .

12. lt's

véry

élegant, with

a

pléásant atmosphéré for business dinners.

A

What type

of

cu1sine

do

you

serve?

8:

We serve Chinese,

Japanese and Thai food.

Ou

r head chef

is

from Thailand.

A

Lovety.

Thank you f

or

your

8· ....

..

... ... ••

C

4

Read the

dialogue

in

Exerc

i

se

3

again

.

Write

T (true), F (false)

or

OS

(doesn t say)

next

to

each statement

....

. 1. This

is

the

firs

t

ho

t

el

Ross has

called

..

.

..

.

2.

Ross is

he

l

pi

ng to organ

is

e a

party.

...

..

3. T

he

hotel

has

enough rooms

available.

.. .

.

4.

The

total cost

per

pe

rson is L150.

...

..

5.

Ross books 12 rooms at the hote

l.

..

..

. 6.

To

e people

from

8H

lmport & Export won

t

have time

to

go

out for dinner

..

...

7.

The

hotel

res

t

au

rant serves

Asian

food.

l•i•iiii,hl,K:J

1

Wo '

;

pa;,s.

Pra<tise

the

o;alog,e

;

Exen,;se 3.

1

Pay attention

to

the expressions in

co

lour.



I

IS

)

VOCABULARY

PRESENTATJON

O

5

Circle the

TWO

correct answers.

1.

A business centre

will

probably have ....

a.

computers c. aspa b. a photocopier

2.

Hotel facilities may include a .

..

. a. bar c. waiter b. laundry service

3.

A

chef a. creates recipes c. serves meals b. prepares food

4.

lf a guest orders r

oom

service, the guest maywant a .... a. different room c. meal b. drink 5. A fitness centre has often got a. exercise equipment c. a swimming pool b. a kitchen

O

6

Match

the words in

to

the definitions

in

B

A

1.

luxurious 5. bill

2.

party

6.

non

-smoking

3.

cuisine

7.

vacancy

4

tip

8.

transfer

B

a. a style of cooking b. very comfortable, elegant

or

enjoyable

c. M av

ai

lab

le

room

d.

cigarettes

aren

't a

ll

owed

e

omplete

the

se

ntences with the words below.

standard single •

low

executive full luxu

ry

double half • hígh

1.

lf

we

go

on ho

li

day during -

-

season, it'

II

be more expensive than du

ri

ng .

season.

2.

An

_ -

suite is a room

in

a hotel usually used by businesspeople. 3. A -

room is f

or

one person and a room is f

or

two people.

4. A

suite

in

a hotel

is

more elegant than a _ .

.

room.

5.

lf you choose board at a hotel, you get

th

ree meals a

day.

lf

you choose board, you get breakfast

and

lunch

or

dinner.

e

8

omplete

the sentences with words from Exercises

5 6

and

7.

1.

1

be staying at the hot

el

alone, so l'd

like

to book a ,

sa

id Brian to the

re

servations clerk.

2.

There

are always more vacancles during

-

,

thé hóté

l

manage

r

sa

í

d.

3.

My kitchen prepares lndian , explained the head .

4.

We

'd

li

ke

to book

a

table at the

res

taurant this

even

ing.

We

'

re

a -

-

of t

en

, said Sandra.

5.

We

'

re

ready to go.

Can

you please bring us our

?

Sharon asked the .

at

th

e restaurant.

Work

n

pai

rs

.

e. a document that says how much you have to pay .

f. transport from the airport to your hotel

Student A:

You

are arranging a business trip

for

two members

of

the senior management t

eam.

Th

ey

have sorne specific requests, so

you

decide to call the Jenson Hotel, as you can't

find

ali

of

the information you need on its website. Use the information on page

111

. Can they afford to stay there on their budget?

g.

a group

of

people doi

ng

something together h. extra money paid to thank a person for giving a service

1

Find

out

more~

Think

of

three countries

that

you would like to visit. Go online and find out about giving tips

n

those countries. Who should you tip? How much?

Sorne words have gol more than one meaning, like

tip

and

party. Read this he/

pful

tip

.

Don t forget

to

/eave the waiter

a ti

p.

l

m havi

ng

a

birthday

party.

/

d like

to book

a

table

for

a

party

of

20

How

do

you

say

each

of these

words

in your

l

anguage?

Student B:

You

are a reservations

clerl<

at the Jenson Hote

l.

Use the reservations form to ask questions and the information on page 124 to answer the customer's questions. Complete the reservations form.


Reading

O

>

74

ead

the e-mall. Circle

the co

r

rect

answer.

To·

emdy.JacksonOsoff,tech.nett

From.

ph1l1ppa.rankin~ff1tech.nett

bJect

Exh bi JOn

2023

Hello

Emlly,

1

hope

that

you are

well.

1

now

we

stlll

have

two

mont hs

befare the

exhlbltion. but I think

we need

to start thlnklng about

how

to get

the

most

out of t. lt s

very

lmportant that

we

get

the

deslgn

of our

booth

rlght.

Could you

do

sorne research

lnto

companles

that

can

help

us

wlth

thls?

As

a startlng

po

lnt.

you

could

spe

.

ak

to

Jeremy,

as

I

know

he

used

a

company

to

help hlm

with a

booth

last

year

. 1 hlnk

the standard

slze

of a booth at the exhlbltlon

Is

about three

metres

by

three

metres

,

so

we ll

probab

ly

need

two

next

to

each

other.

so

that

we can

connect

them

and have one

that

Is

slx

metres

by

three

metres.

That

wlll

mean

that

we

can have sorne

really

large display boards

to attract vlsltors.

Another

reasorn

I

wo

u

ld

llke

a

arge

booth

Is so

that

we can have

a comfortable

seatlng

a

ea. Peo

ple are more

llkely to

spend

longer

at our booth if

they

can

slt

down and

have

a

cup

of

tea

or

coffee.

Let s

try to

ge

t

them

to

come

to

our

booth

lnstead

of

golng

to

the

café

-

and

then

we

can

slt wlth

them

and

start talklng.

Could

you also

get

sorne

quotes

for

sorne

free

glfts that

we can

glve

away?

1

was

thlnklng

pens, pen

drlves.

notebooks. etc.

wlth the

company

logo on.

We

also

need

to

have

tablets set

up,

so

that potentlal

customers

can

try out

sorne

of

he

latest

software

that

we have

produced.

1 hlnk

we

ll get a lot

more

lnterest

lf

people

ge

t

the

opportunlty

to

see

how

good

ou

r

products

are.

The

Deslg

n department

has

created

the

promotlonal materia

s.

They

are on

the

In

tranet

In

the Exhlbltlon

2023

folder.

Ca

n

you

get

sorne

quotes for

how

much

lt

wlll cost to get

these

prlnted?

There are

two

leaflets

and

a

broch ure

. 1 hlnk

we

ll

need

about

200

copies

of

each

of t

lh

em.

Thanks and

let

me

know

lf

you

h

ave

any

ques

t

lons.

Phlllppa

1 The exhibition is

in

. . a. July b. August c. September

2.

Philippa wants

Emity

to

a.

design the booth b.

find

out about booth design companies c. h

ire

a booth design oompany 3. Jeremy was

involved in

organising a booth

in

a

2021

b

2022

c

2023 4. Philippa wants

a.

one smaller booth b. two booths together c. two separata booths

5.

Philippa wants comfortable seats because

a.

she

thin

ks

they

will encourage people to stay longar at the booth b. she wants to

be

able to sit down with a cup

of

tea or coffee c. there lsn t a café al the exhibition

6.

Sorne of the things that Philippa wants to give to visitors to the booth

are

a. notebooks, pens and pen drives

b.

pens,

pen

dr

ives

and

software c. software, tea and coffee

7.

Philippa wants Emily to

find

out the cost of . .

a.

designing the promotional material

b.

getting their promotional mat

er

i

al

uploaded to the Internet c. printing t

he

prornotional material


Wr

i

ting

D

2

Wrlte

an

e-mail telling employees

at

the company

whe

re you work

about

an

exhibition you are going

to

attend.

lncl

ude:

• wtlat the exhlbition

is

called and what it

is

about. • wtlen and where it will take place. • wtlat people can expect to

see

there. • wtly you thlnk employees

will flnd

the exhibition interesting or helpf

ul

wi

th their work. • a contact n

ame

and number for further enquir

ies

Useful

Language

ome

and participate In

... .

You are invlted to attend

... .

Th

e exhibition will take place from

...

to

..

The

exh

ib

ition will take place

at

... .

lt will feature .

...

The exhib

itio

n

att

ra

cts

....

Th

e eve

nt

will be

of

interest

to

.

...

The exhibit

io

n offers

pr

ofessionals

the

opportunlty

to

.... F

or

more i

nf

or

mation, contact ....

•

Writing uide

pag

e 134

Listening

D

>

75

Two pe

ople

s

tart

talking

at

a

bu

siness

exhibltion.

Listen

to the dialogue

and

write T (true), F (fal

se

)

or

DS (doesn t say) next

to

each

statement.

.. 1.

Steve

t

hi

nks the exhibition

is

good

......

2

Steve s company needs to start using accounting software because the number

of

clients they have h

as

increased .

....

..

3

Account

Pro

has been on the market

for

a long time. •

...

.

4

Account

Pro

can help companies to cut costs

Review5

Speaking

O

4

Work

in1

pairs.

You

are at a business exhibition. Read about your role and then have a conversation wilh your partner. Student A:

You

work

in

Procurement -finding products to

sen

-for a chain of sports shops.

You

are

looking

for

products to add to your ranga.

You

want tracksuits,

sw

i

msui

ts, football boots

and trainers

You

r company doesn t

sen

the

cheapest brands -

on

ly middle to

top

of

the

ranga Your

shop

se

l

ls

clothing

for

men

and

women

Student B:

You

work

in

Sales

and

Marketing for a company that makes tra

in

er

s

You

have sorne new designs.

You

have sampl

es

at your booth.

Your

products are

for sale at

a price

in

the middle

of

the

ranga

You

have designs

for men and

women.

Listening

O

5

> 76

A manager is talking

toan

office administrator. Listen to the dialogue and answer the questions.

1.

When

is

Alex travelling for work? 2. What makes the hotel a good place

for

people who need to work?

··

·

·······

··

·· ···

·

·

·

·· ·

· ····· ···· ·

·

······· ·

·

3

What optíons

are

there lf you want to

do

sorne

exercise?

___

__

.

_

-

___

_

4

Why did K

elty

book a table at the hotel restaur

an

t?

5

What cuisine does the hotel restaurant serve?

6

Why

is

Al

ex

unable to

relax? 7

How much does a room cost?

.

_

___

._

.

_.

__

_

8

Is the cost

of

a room more

or

less

than what Alex expected?

Speaking

......

5

Leonora works

ín

I

T

A

......

6

Right Amount Solutions

is

working on a versíon

W

6

Work in pairs.

of

Account

Pro

for France.

Student A:

You

are a Manager

7

Steve can see how Account Pro works

at

Right Amount Solutions booth.

•....

8 Steve

wants to buy Account Pro.

Student

B:

You

are an Office Administ

rator

Follow

the flow

c

hart

on

page

and act

out the

conversation.


etting Started

:

Vo

cabul

ary

page

150)

1

>

Read

the

page

from the company Intranet.

Complete the

sentences

with

the

numbers

below

•

O:

How

much

annual

leave does an

emp

l

oyee receive?

A:

Employees who

work

a

five-day

week

receíve 28

days·

paid annual leave.

Q:

How do

employees

submit

a

request for

annual

leave?

A:

Employees

must

submit

their

request

in

the

holiday

tracking

system.

lf

reques

t

íng

10

or more

days

of

leave, employees

must

gíve

14

days

notice.

Q:

Can the

employer refuse

to

give

leave?

A:

The

employer may

restrict

when leave

can

be

taken,

for

examp

l

e

at certain

busy

pe

r

iods

but

can't

refuse

to

let

workers

take any leave

at

ali.

O:

Can an

employee

carry

over

leave

from

year

to

year?

A:

f

an

employee

has

not

taken

the

amount

of

annua

l

leave

he

she

is

entitl

ed

to,

the

employee

will

be

ab

le

to

ca

r

ry ove

ra

maximum

of

five

days

to

the fohowíng

year.

Q:

Does

the

employee

have

to

provide

a

doctor s

note

to

the employer for

sick

leave?

A:

An

employee

who

is

on

s1ck

leave

for

seven

consecutive days

or

more

must

prov

i

de

a

síck

note

signed by

a

doctor.

O

Can an

employee

take leave

for a

sick child?

A

Employees

are entitled to

three

days

of

unpa1d

leave to

attend

to

personal

malters.

one two three four five

1.

An employee

is

entitled to

._ .............................

-

........

. weeks of annual l

eave

.

2.

An

employee rnust

tell

the

company

.................

..

....

weeks

in

advance

if

he/ she wants to take

a

holiday of

1 O

days or more.

3.

An employee can

save up

to

..

-

..

.

...

-

....

days of his / her

leave

from

one y

ear

and use lt

the

following

year

.

4.

An employee must bring a sick note if he/ she

is

off

worl<

for

..................................

week

or

more.

5.

An

employee

can

take

up to

......

.

.......

..

........

_

.....

.

.....

.

.

days of unpald

leav

e to

do

th

lngs li

ke

looki

ng

after a sick ch

il

d.

1

,

Which is more important for' ' you: a high salary or good working conditions? Why?

2

>

78

Peter the

R

Director is talking

to

Carrie a

new

Administrative Assis

tant

in

the

R

department.

i

sten to the dialo

gu

e and circle

the

correct answer.

O

3

Replace the words

and

phrases in bold with the correct

word or

phrase below.

1 .

Ganrie

is

going to explain clocki

ng

in

and out to

sorne

new starters today / tomorrow.

2.

Ganrie

has already

read

all / sorne of the

regul

at

ions.

3.

There

are no/ sorne situations where employees

are

allowed to

swipe

their co-workers' cards.

4.

Employees

occasionally / often swipe

eac

h olher's cards.

5.

lf employees lose or forget the

ir

card,

they

must te

ll

their manager/ security str

aigh

t

away.

6.

Peop

le

have used

a

card

that

they

found to come into the offices on one / more than one occasion. A phrasal verb

ís

a verb that is

fo

llowed by one or more particles. The meaning of the phr

asal

verb is differ

en

t from t

he

meaning of the verb alone.

You

cannot

carry over

leave from

year to

year. Let

s

go over

the regulations.

anrive

careless • co-worker's • employee's leave • notify very importan

1

1

shou

ld instruct

them

to clock in

when

they

enter the bu

il

ding

and

clock

ou

t when t

hey

exit the building

............

-

.................

-

.....................

-

.......................

-

....

.

2.

They must

neve

r, under any circumstances, swipe a

co

lleague's card for

him

/ her

...

-

....................................

.

3.

We need

to know each worker's

worl<

hours.

4.

They

rnvst tell secvrity immeoiatel

y.

5.

That

doesn't

mean

th

ey

can

be

irresponsible with their card

..........

.............

_

...

...

....

........

.

6.

Security

is

vital here

.................................

_

.......

.

YourTurn

Work

in

paírs.

Use

the sentences from Exercise 3 to write a dialogue similar to the one in Exercise 2. Practise your

new

dialogue.


W o

rking with

Voc

abular

y

(

I

IS

)

VOCABULARY

PRESEN

T

ATION

O

4

Tick

✓

the sentences

that

use the words and phrases in bold correctly.

•

1. A

parMime employee works more hours th

an

a

fu

ll-ti

me

empl

oyee.

2.

A busy period is a time

when

there isn't much work.

3.

Your

co-workers

are

the

people

that you

workwit

h.

....

4.

Employees

go

to

wo

rk

du

r

ing

t

heir

annua

l

leave

.

..

5.

lf

you take

a week of

1U

npaid leave,

you

will

not gel a salary

for

that week.

O

7

at

ch A to B

to

form sentences. A

1.

lf

you

want to take more than 1 O consecutive days

2.

Y

ou

must submit a request thr

ough

the ho

li

day tracking

system

3.

Accordi

ng

to our company's regulations,

4.

Did

your l

ine

manager approve

you

r

reques

t for

leave

5.

You are entitled to take

up

to

fi

ve

days of unpaid

leave

B

•

a.

if

you

want

to

take ti

me

off

for

any

r

eason

.

.

b.

or did she reject it? • c. to attend to

pe

rsonal matters

6.

An

empl

oyee

clocks

in

wh

en she

ar

rives

l

work

and

clocks out wh

en

she

leaves

work.

d.

of

annual

lea

v

e,

you have to gi

ve

one month's notice

O

5

i; >

Work in

pa

irs. Explaín why the sentences you didn t tick

in

Exercise 4 are wrong.

. e.

you

can carry over nine days of

an

n

ual

leave fr

om yea

r to

year

.

O

79

e

I

t

th

--

d" 1

•

th th

d

O

8

Complete the sentences wi

th

words and phra

ses

>

omp

e e e mini-

•~

ogues w, e

wor

5

from Exercises

4 6

and

7.

and phrases below. Then hsten and check your

'

answers.

1.

1

didn't swipe

my

card this morni

ng

because

the

sick note • maternity leave • refuse • restrict swipe your card paternity leave card reader overtime • sick leave

1 A:

Do you

often work _ -

?

8:

Yes

,

1

usually

stay

an

extra

hour.

2. A:

Alicia

is

havi

ng a baby In t

he

spring.

8:

When is she goi

ng

on -

.....

. ?

3.

A:

John

was

ill

l

as

t week.

He

was on for tour

days.

8:

Did

he bri

ng

a

.....

-

from

his

doctor?

4

A:

How do

you

clock in?

8:

You

.....

-

through

the

_ . lt's next to the reception desk.

5. A:

The company can't .

.

.

....

.

.............

to give

you holiday

leave

B:

Th

at's tr

ue,

but it

can

when you

can

take

holiday

leave.

6. A:

How much · does a

man

get when his ch

il

d is born?

8:

In th

is

country. it's eight

wee

ks. wasn't wor

ki

n

g.

2.

lt's a

very

in the warehouse

righ

t now.

We need

you

to work .

. this

week.

3.

Ar

e we enti

tled

to -

.....

.

.

any sick days

from

one

yea

r to the next?

4.

Can

t

he

manager -

-

. -

to let

me

take

next

week off work?

5.

1

submitted a request to take

time off.

1

hope my line manager doesn't .

........

my request.

6.

1

get

28

days of ·---·-.

-

in

my

new job.

1

h

ink

1

start planning

sorne exci

ting trips

O

9

>

s

Listen

to

a conversatlon between a company s Shipping Manager and one

of

his employees Circle the correct answer.

1

Ruby would like to take a one•month /

two•week

holiday.

2.

Ru

by

su

bmits

her

request less than / more than a

mo

nth

in

advance.

3.

There

is/ isn't a lot of work at

the

company right now.

4

From next

mont

h,

Anne

/

Dan

iel

isn't

going

to

work at t

he

company

any

mor

e.

5.

Mr Jones approves / rejects Ruby's

request.

YourTurn

Work

in

pairs.

ou

both work for a car parts manufacturer. Stude

nt

A:

You

want

to take

sorne

l

eave. Turn

to page 1

12. Expla

in your request to your

manager.

Student B:

You

are

Student

P:s

line

manager. Turn

to

page

125

and

use

the

in

f

ormation

to

help

you exp

l

ain

why you

will

or won't let

Studen

t A take h

is

/

he

r

leave.


•

ett

i

ng


o

1

>

s1

Read

the

page

from a company s Intranet.

Write

T (true), F (false)

Oli

OS

(doesn t

say).

Security Tips

Access

: Ali

employees

should

h

ave

entry

ca

r

ds.

The

business

should

control

which

areas on

its

premises

each

card can

access.

Allow total

access

to

as

few emp

l

oyees

as

possible.

Reception:

AII

visitors sh

ould

be

recei

v

ed

by a

receptionist

an

d

asked

politely

about

the

pu

r

pose

of their visit.

Do

not

leave

the

r

eception

ar

ea

unattended

at

any

ti

me.

CCTV

Surveillance

System

: lnstall a

sec

ur

it

y

ca

m

er

a

system

to

monitor

and

reco

rd

peop

le

entering

and l

eavi

ng t

he

office.

Alarm System:

lnstall a

good

ala

rm sy

stem

that will alert

the

au

th

orities

if

t

he

re

is

a br

eak

-i

n.

Lighting: lnstall

adeq

u

ate

lighting

around

car

parks

,

doo

rs i

nto

the

building, stair

cases and

corridors. Comput

,

ers:

ln

vest

in

an

ti-virus

software

and firewalls

to

protect

com

p

uters

from viruses

and hac

k

ing,

and

keep

them updated.

Confidential

Documents

: Ma

ke

sur

e confidential

documents

are

loc

k

ed

in

a

secure

place.

T

hey

should be

s

hr

edded

when

no

longer

needed.

Training:

Ma

ke

sure

your

employees

are t

ra

i

ned

to u

se

sec

urity

equipment

and follow pr

oc

edure

s.

l

ns

truct them

to

tell a

se

curity

guar

d

if

th

ey

se

e

any

unfamili

ar

people

acting

suspiciously.

For

t

hei

r

own

safety,

they m

ust

neve

r

challe

n

ge

people themselves

or

question

th

em

abo

ut what

they

are

doing.

o

......

1

Ali

employees must

be

able to enter

all

areas

of t

he

business premises.

2.

Visitors must wait for

an

employee to accompany t

hem

wi

thin

the

premises.

, _

3.

Toe

CCTV

surveillance

system helps to keep track of who comes to the premi

ses.

4.

Toe alarm

system

will

noti

fy

t

he

authorities if someone enters the building

illegally.

..

_

5.

There

is

no need

for

lighti

ng

outside the building.

......

6.

Anti-virus software should be updated at least everyyear.

......

7.

Confident

ial

documents must

on

ly

be

sh

redded on company premisas .

..

_

8.

lf employees see someooe who should not

be

in

t

he

building,

they

should ask them to l

eave.

A security camera is also called

a

CCTV

=

closed circuit television.

Sorne businesses

use

a security company to keep

the

ir offi

ce

and employees safe.

Go online and find

·three services th

at

security companies provide for companies.

2

>

sz

The

Head

of

Security A)

is

explaining

se

curity

pr

ocedures

to

a new employee B).

Listen

to

the

dialogue

and

fill

in

the

mi

ssing

words

.

A: As you

see,

we ve got contactless fingerprint scanners instead of card

readers.

Just

hold

your

finger over the scanner to open a

door

B:

OK.

That s

good.

1

don t

have

to worry about forgetting my entry card.

A:

Exactly

N

ow

let

's

go

over security

in

your office.

Here

s the

1• .....

......... -................ -.....

to your pedestal.

B:

Thank you. A:

We

have a ·clean

desk

pohcy,

so

al t

he

end of the

day,

pul

everything -your

2 ....... ......

...... ......

....

aria any

papers, etc. -

into

the

pedestal

and

lock

it.

During the day, keep any valuables ocked

1n

your pPdesta,, but we don t recommend

leaving

1 personal belongings

in

the

3.

... _ ..................................... .

overnight.

B:

Sure.

1

11

take

my own things • ..

......

.

............

.

.............

with

me.

A: lf you l

eave

your

5 ............................................. ,

even

tor

a moment, reMember to

lock

your coMputer screen.

B:

In

case l m working on anything confidential?

A:

That's

right. And

you

should

<ilways

,og

off your

compute when you leave at

the

end of the

day.

3

Read the

dialogue in Exerci

se

2

aga

i

n

Answer

the

questions.

1.

Why don t employees

have

to remember

an

entry card?

2.

What can employees

leave

on

the

desk at the end of the

day?

.......

·

·

··

··---

······

.

········

.

··

_

_.

...

.

3.

Where

sho

u

ld

employees keep

th

i

ngs

like

their wa

ll

ets and phones while

they

are

at work?

4.

What

do

the employees need to

take

away with them at t

he

end of every day?

5.

Why

do

employees need to lock their computar screens when

they

leave their desks?

.

_

_,,

,,

-

·

·

··

···· ·

··

_ _

,,

,_

Work

in

pairs. Practise

the

dialogue

in

Exercise

2

Pay attention

to the

expressions

in

colour.


Working with

ocabular

y

IC/IS

)

VOCABULARY

PRESENTATION

O

4

at

ch the words

in

A

to

their de

fin

itions in

B.

A

1.

software

2.

insta

ll

3. security camera 4. viruses 5, hacking

B

6. monitor 7. premi

ses

8. suspiciously 9. protect

a.

accessing a computer

networl<

illegally

b.

k

eep

sa

fe c. programs that damage computers d. programs

used

by computers

e.

watch somethi

ng

over

sorne time

l. a company's

bu

ildings

and land

g. put a computer program

on

a compute,

h.

in a

way

that appears to be dishonest or

illega

l

i.

a

machine

that records

wha

t it

sees

in

order

to

k

eep

a building

sa

le

The

fi

eld

of

technology often adds ' ' new

mean

ings

to

ex

isting words: virus • mouse • windlow • bug • surf What

are

their original

mean

ings

and

new

mean

i

ngs?

Can you

think of

any

more words

líke

this?

O

5

T

ic

k

)

the pairs of sentences with similar meaning.

1.

a.

Emp

l

oyees

must

accompany

their

vis

itors on company pr

emíses

. b.

Emp

l

oyees

must

offer

assis

t

ance

to visitors on company premises. ..

2. a. Toe

receptionist left t

he

receptíon

desk unattended. b.

There

was no

one

al the reception

desk.

.

3.

a.

Those men

are

unfamiliar

to

me

. b.

1

recognise

h

ose men.

.....

4.

a.

We

need

bet

ter

anti-virus software.

b.

We

need

a better progr

am

to

protect our ITsystem. 5. a.

Toe

alarm sys

tem tells

the police when

there

's a break-in.

b. Toe alarm

system alerts t

he

po

li

ce

when

someone accesses

the

pr

em

i

sas

illegally.

o

6

p

Work

in

pairs. Explain what the differen

ce

is between the sentences in

ea

ch of the pairs you didn t tick

in

Exercise

5.

7

Complete the mini-dialogues wi

th

the words below.

security guard • lock safety question • key surveillance system • personal belongings

1.

A:

Ca

n

you

.

.

.

the

door,

pl

ease?

B: N

o.

1

have

n't gol a .

-

2.

A:

Did you

_ .

the

employeas

in

your department about

the

mi

ss

ing items? B:

Yes

, but nobody saw

anyone

acting suspiciously

tha

t day 3. A:

Do you

think

my

..

.

...

............

...........

will be

sale

he

r

e?

B: Y

es.

Nobody

can

gel

in

without

an

entry card,

and

there's a at

the

entranoe

4 A:

Ho

w do you

ensu

re your employees'

.

.......

.

........

..

....

..

.

....

.

-

... ?

B:

We

installed

an

exce

ll

ent

that l

ets

us

monitor the en

tire

buil

di

ng

8

The words

in

bold a

r e

in the wrong sentences. Write them next to

the

correct sentences.

1.

You sh

ould

lock your security cameras

in

the cupboard .

2. The

security guards alert

the

company

prem

i

sas. 3. Severa

keys have

damaged

my

compu

te

r.

---····-···-·

·

,

4.

There

are

two firewa

ll

s pointing at

the

en

trance

ol

the building ..

..

.......

_ .

5.

You shou

ld

install

these viruses on

yo

ur computar lor

sa

l

ety

purposes

6.

Does

t

he alarm

system question

the

police when

there

's a

brea

k-

in?

-.

-

-

7.

Where

are

th

e

va

luables to the conference

room

and

the stockroom? -.

-

.

8.

There

's

an

unf

am

iliar

man walking

around

the

lobby. A

secu

rity guard

should

protect

him

.

YourTurn

Work

in

pairs Student A:

Turn

to

page

112.

Student B:

Turn

to p

age 125.

Ask and answer questions to complete the notes and compare work regulations

at

your workplace with your partner s workplace. What is the same? What is different? Where would you prefer to work?

Worlcbook

p ge

4


Ge

tt

i

ng

St

a

rted

Vocabulary page

151

◄

>

83

Read

the e-mall.

Complete

the

sentences

with words from the

e mail

.

New

message

To:

<customer_serv ce_repr=ntativM>

From:

Tom

Legan

Subiect.

Custome<

Sat,sfact,on

To

all

Customer

Servlce

Representatives,

Lately,

I

have rece

i

ved

complaint:s

from customers who

were

dissa

t

isfied

with our

service.

l d like to

remind you

that

custome

r

service

affects our

company s

reputation,

and in

the

long

run,

t

his

will affect our

ab

ility to attract

clíents. There

for

e,

we

m

ust

keep our

custome

rs

satisfied.

He

re

are

a

few reminde

rs of

how

to

deal

with

enquiries

or

complaints:

l

Greet

each

custome

r

in

a friendly

manner.

T

reat the

customer respectfully.

2.

Liste

n carefully

and

as

k

questions

to un

dersta

nd

the

customer s

needs.

3.

Apologise when necessary

. Don t

argue

with the

customer

and

always

speak

calm

ly.

4

Try

to thi

nk

of

a

so

l

ution

that

satisfies the

customer. Depend

i

ng

on

the

situation, offer a refund,

re

p

lacement

or gift.

s.

Assu

re

the

customer

that

you

wlll

solve

hls or

her problem.

Use

phrases

l

ike

1

see

wha

t

can

be

done

and

I

will

keep

you updated .

6.

Keep

prom

i

ses

and

follow

up

to

chec

k

tha

t

problems are

sol

ved.

Tom Logan Head

of Cu

stomer

Serv

i

ce

1

Customers

are

unhappy with

the

..........

·-··

·-

··•

·······-·

they received

from

th

e company.

2.

Tom

Logan

is

worried that

1f

the

company gets a bad ..

..

........

..

....

..

..

, it

wlll

make less

money.

3.

lt

s

important to

be

......

.

.

.

.

and

behave

.

.

.. .

. . to customers.

4.

Ask

the

customer questions to

find

out what his / her ····-·

·-··

··

··

····

·····

-·

··

·····

··

-

are.

5.

You

must never

...........

.

......................

with

the customer.

6.

Find

a .

.

...

..

..

...

.. for

the

problem

that will

please

the

customer.

7.

Contact custome

rs

again

later to

.................

.

.....

-·

··

·-··

·

·-··

that everything

is OK.

2

>

84

The Head

of

Customer

Service

is

speaking

with Cathy a

Customer

Service Representative.

i

sten to the dialo

gu

e and tick

✓

the correct sentence endings.

There

is always

more

than

one

correct answer.

1 Customers complained that Cathy

....

.

•

a.

didn t a

ll

ow them to

expla

in their problems

.

b.

dic:ln t

transfer their calls properly c. interrupted th

em

.

d. argued with

them

2.

Cathy explained to her supervisor

that

....

a.

she

is al

ways

pollte

..

...

b.

there

was

a lot of work . c.

she

was ti

red .

d.

she

isn t happy at work

3.

Ms But

le

r

tells

Cathy

....

.

a.

she

needs to work harder .

b.

they

are

satisfied with most of

he

r work . c sometimes customers

are

rude

. d.

she

can never be

rude When

dealing with customer complaints, try

to

put yourself

irn

the customers place.

The

customers need to feel you re

on

their side and that you empathise with them.

Have you

ever stopped using a company becausé

you rece

iv

ed

poor service? What happened?

3

>

85

Mat

ch A

to

B to

form se

nt

ences from

the

dialogue. Listen and check

your

answers.

A

1.

l m afraid

the

re have

been

sorne

2.

He

complained about

3.

That

s

no

4.

You

were very

impatient

5. You

must handle

B

. a.excuse.

.....

b.

and

you

interrupted

her

. c. not getting a chance to explain

his

problem.

_ d.

complaints

from

customers about

you.

• .

e.

customer complaints professiona

ll

y.

l i•i•ii•••••«::JI

Work

in

pairs. Use the sentences

fr

om Exercise 3 to write a dialogue similar to the one

in

Exercise 2. Pr.actise your new dialogue.


Working with

ocabulary

IC IS

)

VOCABULARY

PRESENTATION

1

O

4

Tick

(.. )

the sentences that relate

to

good customer service

O

6

Use the words and phrases

be

l

ow

to complete the sentence

s

argue • enquiries • reputation • keep a promise treat • in

the

long run • salve • assure 1. That company has

gol

a bad -

.

1 .

The customers

re

satisfied

with

the seNice they receive. because of its poor customer service

2.

You

musttn t _ _ .

..

with customers. Stay calm and professional.

2.

The reps are often rude to customers.

_ 3.

The reps resp

ond

calmly to customers complai

nt

s.

4.

The reps are usually impatient.

5.

The reps always speak respectfully to the customers.

6.

The reps always greet customers

po

litely.

3.

There have been many _ _ this week about

our

n

ew

XY20

pho

ne. P

eop

le want to kn

ow

when it II

be

in the market.

4.

We must

..

.

.

·-·

······

·

······

·

·-

·

··

all

our customers

with

respect and always speak politely.

5.

The directors had

to

cut a lot

of

jobs

but

O

5

at

ch the words

in

A to their definitions

in

B

. -

-

_ , it

was the only way to save

the

compa

n

y.

6. Did you

......

.

.

.

.

_ the customer that she

A

1. remind 2. refund

3.

replacement

4.

manner

8

5. deal wi

th

6. dissatisfied 7. exhausted 8.

apo

logise a. the way something is done b. very tlred

..

. c. substi

tu

tion d.

ca

use someone to remember

. _

e.

h

andle

.. f. say you re sorry .

g. unhappy ....

..

h. money that a company gives

back to

acus

tomer would

gel

the delivery

by

Tuesday? 7. lt isn t always easy to problems. but we always find a way to keep our customers happy. 8.

You

mustt always

·-

··

····

.

. _ that you make to a customer.

1

86

Two

Customer

Service

Repre

s

entative

s

at

Llo

yds

Office

Equipment

receive c

omplaint

s

on the phone

. Listen

to

the conversatlons

and

complete

the fo

r

ms

below

Complaint received by: Matt Jenki

ns

Customer s name: Mrs Jackson Company name: Lake Tours Description of complaint

•

·

······

········

•

........................

_

.

.........

....

.

.......

.

...

......

..

....

Action taken:

b .................................. ............................................................................................

•

omplaint received

by

: Jade McArthur Customer s name: Bri

an

Harris Company name: Harford College Description

of

complaint: Action taken:

d

St

ud

ent A:

You

are a Customer Servioe Representativa at Uoyds Office Equipment.

Student B:

You

work for

AII

Adds Up Aocountancy

Li

d.

You

r

e

pho

ning Uoyds Office Equipment to complain because you ordered five packs

of

pape

r and ten packs

of

writing pads,

but

you received ten packs

of

paper and five packs of writing pacts.

Follow the flow chart on page 112 a

nd

act

out the conversation T

he

n

swap

roles and inven

ta

n

ew

scen

ar

io


O

ett

i

ng


@

9

>

87

Read

the

e-mall.

Answer the

questions.

To:

Ms

Pho

li

s

From:

Ellen

GIi

Subject:

H

Oliday

compla

in

t

Dear Ms

Phillips,

Following

our

telephOne

conversation

yesterday,

1

am

writing

to give

details

of

my

compl

aint

about

my

fam

i

ly's holiday

al

Sun

Hotel

in

Rhodes

from

9th

to

16th

July

2023.

We

booked

the

hO

l

iday

through

SunTours

alter

seeing

it

on

your

website.

l'm

afra

id

the

hote

l

was

not

at

ali

l

ike

it

was presentad

in the

onhne

brochure.

Al

though

the

hotel

is

supposed

to

be

a

four•star

accommodat

ion

,

the rooms

were

small

and

uncomfortable.

The

air

condilíoner

was

very

old and

made

a

noise. The

curta

i

ns

in

one

of

the rooms

were

torn

In

add

i

tion,

there were

probl

ems

with

the

hot

water

and

the

rooms

smelled

of ci

garette

smoke

.

Mo

r

eover

,

there was

a

problem

with

the

sw

i

mming

pool

so

it

was

closed

because

of a

technical

prob

l

em

they

couldn't

so

l

ve.

1

eel

that we

are

due

a

full

refund

for

th

is

holiday, and

1

also inslst

Of 1

receiv

i

ng

compensation

as

we

were

an

ery

disappointed.

The

hOtel

was very

di

fferent

from

how

it

was

described

on

the

website

,

and

it

certa

i

nly

failed

to

meet our

expectat

i

ons.

I

IOOk

forward

to

hearing

from you

within

the

next

twoweeks.

Yours slncerely

,

Ellen

Gill

We

use connectors

of

addition such as

moreover

, furthermore,

in

addWon

andas

we 1

as

when introducing more similar ideas. In addition,

there were

problems

with the

hot

water.

1

Why

does

Ellen Gill

write the

letter'?

·

·····

·

······

·

·······

··

······

·········-

··

·····

····

.

·

·····

····-···

2.

Why

was she dissatisfied with the rooms?

Find

five reasons in her

e·mail.

a ..

.........

..

.......

...

.................

......

_

.........

........

.

..

.............

__

b .

........................................

.

.........

.

.........

.

.........

.

..........

c

................

-

......................

-

..........

-

.......................

-

...

···

d ...

..

.

...

.

..

.

e

.

..........................

.

............

..........

.

.......

.

...

....

.....

...

.

......

.

.....

...

..........

.

3. What other problem was

there

at the hotel?

·

··-··

··

·-···

·

-········

··

·······-·······

···-···--·

·········-····

4.

What

is Ellen

Gi

ll

requesting

from Sun

Tours?

C

2

>

The

Director

of

Customer Servi

ce

(A)

is discussing a complaint with a customer (B). Complete

the

dialogue with

the

words below. Then listen to the dla1ogue

and

check your answers.

asslst • goods • manager • may • soon A: Helio, Stradford Antique Company, Amy

Kim

speaking. How

'-

.........

..

..........

..

.................

..

...

1

help you? B:

He

li

o, this

is

Mi

khail

Romanov

from

Moscow Antiques.

1

m af

aid

l've

gol

ca

very

se

·Ious

con

plaml. That's why

I

asked to

be

transferred toyou. A:

1

see.

Whnt is

the ma ter

, Mr

Romanov?

B:

AII

the

2 .....

..

......

..

_ .......

..

.....

..

_ ........

you sent

us

are

broken

1

h

ink the container must have been dropped.

Th1s

w,11

Iave

serious

co

Isequences for

our

business.

A:

apologise

most

sincerely, Mr Romanov.

1

will talk to the

3 ..........................

..

................

of the Export Department, Mr

Ciar <

,

to

see

how we can

•

...

.....

...

..........

....

.

...

.

......

_ .

you.

B:

You

have

insurance

. don't

you?

A:

Yes,

of course. lt sounds like we'

II

have

to make a cl

aim

.

Don

't worry.

As

you know, we va.ue you as a custome and l'm su

·e

we

I

fi,

d

a

way

to compensate you ror the Incorwe'1Ience

B: 1

hope so. l look forward to hearing

from

you very

5

A:

l'I

be

n

touch

.. 11-

you, Mr Romanov,

in

the next

few

hours.

3

Read

the

dialogue

in

Exerci

se

2

again

and

complete

the

complaint

form

.

Com

lamt

Form

St

r

adford

Ant

i

que

Company

Cust

o

mer

's

name

:

1 ............ -

..

.........

........... .......... ..........

......... -...

Cu

stome

r'

s co

mpa

ny:

2 ..........................................................................

Comp

lai

nt

re

cei

ved

by

:

3 ........

..

................................ .

Oesc

ri

ptio

n of

compla

int •

...........

.

.....

..

....

.

..........

.....

..

...

.....

.

....

.

...........

. A

ction

ta

k

en

·

5 ...... ......... -

··

....

...

...

••

-.... .

..

................

•••

_ ..........

1

Find

out

or ~

·

Find examples of complaints against companies

on

li

ne

.

ow eff

ective

do

you think these complaints are? Cid the company respond?

lf

so, what

do

you think

of

its response?

Work in pairs. Practise the dialogue

in

Exercise

2.

Pay attention

to

the expressions in

co

lour.

































































































lfJ

Vocabulary Builder

Learn the vocabulary you need Write the words in your language

>

efare

p ge

8

o

EAMBUILDING

adv

isor

app

roach n)

ond onus

break t

he

ice

challenge

clue conflict

resolution

credit culture incenti

ve

interpersonal laughter

>

efare

p ge

86

OTEAMWORK

aspect collaborate comeup with commítment contributi

on

cooperate demotivating encour

age

express

faci

tate input

º

ome

natu

ral

ty

d

ec

ision

-maki

ng

d

isag

r

eemen

t escape r

oom

forest gel out

B CK TO

UN T

B CK TO

UN T

prioriti

se

pull

together

relaxed

scheme setting shocked

stren

uous

stressed

tackle

team

spirit

treasure

hunt unmotivated

worl<shop

overrated

perform personal

accountabili

ty

point of view probl

ema

ic

prove

r

easonable settle

share

v)

strength weakness joke

resolve

re

w

ard

v)

sales

t

arge

t

shelle

r

n)


I I

Vocabulary Builder

11 ea

rn

the

vocabu

l

ary

you

n

eed

Write the words

in

you

r langu

age

>

ef re p ge

88

BACK

TO

UNIT

o

E ER

SHIP SKILLS

approach

{v)

basís bother

v)

circumstance constanlly crisis delegate

v)

direct

v}

direction empower enhance

gel

along

with identify

>

ef re p ge

9

impl

ement

implementation inspiration lack lead to praise

{v)

proacti

ve

reactive

reality

take steps

vision

work out

BACK

TO

UNIT

·

-.

o

TRATEGY PLANNING

awareness bargaining power

e

caught off guard broader perspectiva chaín demand

v)

discipli

ne

distraction force

n)

going forward in the light of ontinuous d

ress

smartty inspira

ti

onal k

eep

tr

ac

k of microm

ana

ge

ir

relevant

navigate

overcome put out tires

reinven

t revolution role set aside step back substituta

n)

threa

t

raise

{v

sen

ior

sepa

rate socialise

-

··

·

·

-····-

·

Vocabulary Builder


IPJ

Vocabulary Builder

Learn the vocabulary you need Write the words in your language

>

ef re p ge

9

B CK TO

UNIT

OAPPLYING FO

R JOB

advanced

an

xious confident dynamic

l

azy

logistical support

messy

educati

onal

background experi

ence

n)

··

······~······

·

~

or

ganised

outgoi

ng

fluent

hard

l-working headquarters insecure introverted knowledgeable

reloca

te

responsible

secondary

school

target under

pressure

vocational cou

rse

>

ef re p ge

96

B CK TO

UNIT

o

NTERVIEWING

ambíti

ous

art

i

c1Jlate

consclentious cr

ea1ive

deci

sive easy

-going fast learner

fire

{v

flex

ible health

insu

r

ance

incenti

ve

industrious

keen

.

basedin candidata elect

ronics

headhun

te

r highly qua

l

fied

·

·····

_

multitasking

not

i

ce

perk

permane

nt punctual recruit

retirement

benefits schedule sensitiva shíft work starti

ng

salary

tempor

ary

l

ead

v)

recruitmen

t company supervise

survey


Pz l

Vocabulary Builder

Learn the vocabulary you need Write

the

words

in

your language

>

efore p ge

9

o

PREPARING A

V

achievements bachelor

s

degree

care,er

objectives communication

skills

diploma

foreign

language

formal

train

l

ng

gender grad

uate

initiative

º

en.efit

(v

) course date of bi

rth

hobbi

es

intermediate marital status marks

nati

va personal details personal sta

tem

ant

B CK

TO

UN T

job description l

ayout

managa

r

ial

sk

ills

mastar's degree

nego

tiation problam-solving

provan

rack record r

efaranca

think outsida

tha

box with hon

ours

photography qualifications

ranga

sector

spe

ll-check stock (

v)

tut r

we

lfar

a work

experience

Vocabulary Builder


odel

CV

o

CURRICULUM

VIT E

Personal

details

N

ame:

James

O'Brian

Address:

59

Acacia Avenue,

Nott

ingham

NH56 3HT

Te

lephone number:

0115

496 0887

E-mail

address

: j.

o.brian@geemail

.nett

Personal

statement

Experienced

sen

i

or

administrative

assistant.

Highly

organised

and capable

of

mu

l

titas

king.

Work

experience

2017

-

2023:

Senior

Adminis

trati

ve

Assistant.

Reduced

the

com

pany

s

business travel

expenses

by

25

by

negotiating

dea

ls

wi

th

hotels

and

airlines.

Cut

response

times

to

customer queries

from

an

average

of 2.5

days

toan

average

of 1

y

Reason

for

leav

i

ng: Loo

king for better

leadership

.

2012

-

2017:

Administrative

Assistant.

lntroduced

procedures

that

meanit

the

office

no longer

ran

out of

stationery

and reduced

equipment

br

eakdowns

by

75 .

Reason

for

leav

i

ng:

Better

sa

l

ary.

2010

-

2012

:

Junio

r

Administrat

i

ve Assistant.

Contributed to

the smooth running

of

the

office

by

quickly

learn

i

ng

the

procedures and

providing fast

and

effective

s

uppor

t

to

the

senior

adminis

t

rative

assistant.

Reason

for

leav

i

ng:

More

responsibility

.

Education

Br

i

ghtinga

le

University

:

2006-2009 Collingdale

Secondary

School

: 2

003-2005

Lan

guages

English,

French,

Spa

ni

sh

Skill

s

Proficient

use

r of

Word,

Excel

and PowerPoint


Bur

li

ngton

Profess1ona

l

Modules

BUSINESS

DMINISTR TI

FIN NCE

STUDENT S

BOOK

by

David

Walker,

Juan Manuel

Rub

io

Santana

and

Robert Duncan

Burli1

ng1on

Books

P.O.

Box

54411

372

1

Limassol

Cyprus

Burlington Books is an

imp

ri

nt

or the Burlington Group.

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uan

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c7..

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na.

A

anda

de Duero

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:

Rosa B

or

rcll Fcliu, lnstitut

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ols.

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ISBN

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2023

Burlington

B

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Business Administration and Finance 2 Ed

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