New Market Leader Elementary Students book

Pearson Education Limited Edinburgh Gate, Harlaw, Essex, CM202jE, England and Associated Companies throughout the world www.market-Ieader.net © Pearso...

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Pearson Education Limited

Illustration

Edinburgh Gate, Harlaw, Essex, CM202jE, England and Associated Companies

Nick Baker for 1>'_00.

throughout

the world

www.market-Ieader.net

© Pearson Education Limited 2007 The right of David Cotton, David Falvey and Simon Kent and john Rogers to be identified as authors of this Work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988. All rights reserved; no part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the Publishers. First published 2004 New edition 2007 Second impression 2008 ISBNS

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CD: 978 1 4058 1283 2 Set in MetaPlus 1O.5!12.5Pt Printed in Slovakia by Neografia Acknowledgements Special thanks from the authors to Chris Hartley, Stephen Nicholl and Catriona Watson-Brown for their contributions to the course, above and beyond editorial guidance. The authors would like to thank the following for their invaluable help during the project: Melanie Bryant, Paul Cousins, Ian Lebeau, Peter Falvey, Sarah Falvey, Gisele Cotton, Lynne Rustecki, Jeremy Keeley, Liz Moore, Gareth Rees, Richard Falvey, Andy Levy and all the staff and students of the English Language Centre, London Metropolitan University. Also Peter Strutt for his invaluable help with the Grammar reference section and Irene Barrall for the Teacher's Resource Book. The authors would like to thank Kate Goldrick, Venita I
In some instances we have been unable to trace the owners of copyright material and we would appreciate any information that would enable us to do so.

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David Cotton

David Falvey

with John Rogers

Simon Kent

FT FINANCIAL TIMES

Jobs and studies

Reading: Meet Jeffrey Immelt

Aloha in Hawaii: Meet conference attendees

to be

Days, months, dates Leisure activities

Reading: Survey of problems at work

Adjectives describing problems

times for a business meal arrangements meal Choose Which restaurant?: a Learning restaurant Pacific Hotel: Countable and Travel hotel hotel brochure uncountable nouns food menu terms e-mail Reading: Reading: ADining place A business you can Ican't Writing: Socialising entertaining Eating 2:details: out: Book guests bookings checking letters, intoand aand numbers, Making etiquette Times Writing: e-mail some lany Listening: Ordering a

Reading: IKEA: lower prices, higher salesFinancial Times Listening: An interview with the director of a sales training company

Writing: e-mail

Socialising 1: talking about work and leisure

Telephoning: solving problems

Blue Horizon: Complain about holiday problems Writing: telephone message

there is Ithere are

Choosing a product or a service Past simple Past time references

Presentation 1: presenting a

product

page 58

Grammar reference: page 118

Independent Film Company: Interview employees about working conditions Writing: list

Present simple: negatives and questions have got

Buying a product

page 50

Introducing yourself and others

Reading: Carlos Ghosn, Superstar - CNN

page 22

'lLo. J

Nationalities

Present simple Adverbs and expressions of frequency Problems where you live

,.

Case study

a Ian with jobs; wh- questions

page 14

-

Skills

Listening: Talking about yourself page 6

Work and leisure activities

Language ~--- ---work

Writing file: page 130

Activity file: page 134

Link-up Ltd: Sell a mobile phone and service package Writing: e-mail

Discussion

Texts

Types of colleagues

Financial

Starting a business page 62

Unit 8";'~""~':'~ "'?:";1

Marketing a new cereal

Market~.' '~."1

_."5~:::.L.~.",~j

Reading: Mercedes ErraTimes

Listening: An interview with a bank director about a bad manager

Reading: Welcome to Moscow, city of the gold Rolls Royce - Financial Times

page 70

Successful companies

Using the Internet Plans for the future page 90

Company cultures Cultural mistakes page 98

Skills

Case study

Describing people

Negotiating: dealing with problems

A people problem: Negotiate a solution to a problem with an employee

Past simple: negatives and questions Question forms

Types of markets Comparatives and superlatives

Writing: e-mail

Meetings: participating in discussions

much /a lot, a little /a

Listening: An interview with a cross-cultural trainer

bit

Reading: Natura aims to expand internationally-

Describing companies

Financial

page 78

Language work

Times

Listening: An interview with the CEOof Unipart

Present continuous Present simple or present contin uous

Reading: Online business model dressed to kill-

Internet terms Time expressions

Financial

Times

Listening: An interview with a website effectiveness consultant Reading: Wal-Mart finds its formula doesn't fit every culture - The New York Times

Presentation 2: starting a presentation

Making arrangements

Reading: A curriculum vitae Listening: An interview for ajob

You and your company: Prepare an introduction to a presentation

Isis Books pic: Plan a sales trip Writing: e-mail

to)

Company cultures should /shouldn't could /would

Identifying problems and agreeing action

A change of culture: Discuss changes in a bank

Interview skills

High Profile Inc.: Choose a candidate for a job

Listening: Four people talking about cultural mistakes Skills you need for a job

Writing: catalogue description

Writing: company profile

Talking about future plans (present continuous and going will

Cara Cosmetics: Launch a new product

Skills and abilities Present perfect Past simple and present perfect

Writing: action minutes

Writing: letter

page 106

\ ::age 114

Audio scripts: page 145

Vocabulary file: page 153

Irregular verbs: inside back cover

What is Market Leader and who is it for? Market Leader is an elementary level business English course for businesspeople and students of business English. It has been developed in association with the Financial Times, one of the leading sources of business information in the world. It consists of 12 units based on topics of great interest to everyone involved in international business. The new edition features new authentic texts and listenings throughout, reflecting the latest trends in the business world. If you are in business, the course will greatly improve your ability to communicate in English in a wide range of business situations. If you are a student of business, the course will develop the communication skills you need to succeed in business and will enlarge your knowledge of the business world. Everybody studying this course will become more fluent and confident in using the language of business and should increase their career prospects. The authors

David Falvey (left) has over 20 years' teaching and managerial experience in the UK, Japan and Hong Kong. He has also worked as a teacher trainer at the British Council in Tokyo, and is now Head of the English Language Centre and a Principal Lecturer at London Metropolitan University. Simon Kent (right) has over 15 years' teaching experience, including three years as an

in-company trainer in Berlin at the time of German reunification. He is currently a Senior Lecturer in business and general English, as well as having special responsibility for designing new courses at London Metropolitan University. David Cotton (centre) has over 35 years' experience teaching and training in EFL, ESP and

English for Business and is the author of numerous business English titles, including Agenda, World of Business, International Business Topics, and Keys to Management. He is also one of the authors of the best-selling Business Class. He is currently a Senior Lecturer at London Metropolitan University. John Rogers, who contributed

new material to this edition, is also the author of the Practice Files at each level of the series.

I

Introduction

I

~ What is in the units? You are offered a variety of interesting activities in which you discuss the topic of the unit and exchange ideas about it.

~J

You will learn important new words and phrases which you can use when you carry out the tasks in the unit. A good dictionary, such as the Longman Basic English Dictionary, will also help you to increase your vocabulary. You will build up your confidence in using English and will improve your fluency through interesting discussion activities. "J

You will read adapted articles on a variety of topics from the Financial Times and other newspapers. You will develop your reading skills and learn essential business vocabulary. You will also be able to discuss the ideas and issues in the articles. You will hear interviews with businesspeople. You will develop listening skills such as listening for information and note-taking. This section focuses on common problem areas at elementary level. You will become more accurate in your use of language. Each unit contains two Language review boxes which provide a review of key grammar items. You will develop essential business communication skills such as making presentations, taking part in meetings, negotiating, telephoning, and using English in social situations. Each Skills section contains a Useful language box which provides you with the language you need to carry out the realistic business tasks in the book.

~J

The Case studies are linked to the business topics of each unit. They are based on realistic business problems or situations and allow you to use the language and communication skills you have developed while working through the unit. They give you opportunities to practise your speaking skills in realistic business situations. Each Case study ends with a writing task. A full writing syllabus is provided in the Market Leader Practice File. Market Leader Elementary also contains four revision units, based on material covered in the preceding three Course Book units. Each revision unit is designed so that it can be done in one go or on a unit-by-unit basis.

LONGMAN

ON

THE

WEB

Longman.com offers classroom activities, teaching tips and online resources for teachers of all levels and students of all ages. Visit us for course-specific

Companion

Websites,

our

comprehensive online catalogue of all Longman titles, and access to all local Longman websites, offices and contacts around the world. Join a global communitv

of teachers and students

at Longman.com.

/

OVERVIEW

O

Vocabulary Nationalities

DReading Describing

O O O O

people

Language focus 1 to be

2 . aLanguage / an with focus jobs, whquestions with to be

O

listening Talking about yourself Skills Introducing yourself and others Case study Aloha in Hawaii

Work in pairs. Complete

the sentences

with words from the box. There

are two you do not need.

from

I'm

1

my

name's

she

Emma. Emma Schneider, from Habermos in Hamburg.

2 Good morning 3 My

name's Shi jiabao. Akim, by the way. Akim Anyukov.

4 How do you do. I'm Nuria Sosa, (')

YOu~

RTASeguros.

1.1 Now listen to these four business people introducing

Check your answers to Exercise A. Then match the speakers to their business cards (A-D) on page 7.

themselves.

(1-4)

below

1 _Intro~uctions

J

B

A

ASTENA Consulting Group Akim Anyukov Accountant

Emma Schneider

Steintwiete

47

Product Manager

20459 Hamburg Germany Tel: +49 (0) 40-56 91 65 56 Fax +49 (0) 40-56 91 65 66

PO Box 103, St. Petersburg, 193015 RUSSIA

Tel: (812) 275-5626 Tel/fax: (812) 101-4046 E-mail: [email protected]

Mobile +49 (0) 177-7 46 9436 E-mail: [email protected]

c

RTA

D

Seguros S.A. Nuria Sosa 88 Xue Yuan Road, Hangzhou, Zhejiang Province, P.R. China 310012

Senior Manager

Tel: (0086-571) 2152433 E-mail: [email protected]

e

Talk about yourself. Hello.

My

name's

I'm from

(!) 01.2 Listen to these A H

J

K

.

letters and practise saying them. 0

BCDEGPTV

Q U W

FLMNSXZ

R

IY

o 01.3

Listen and write the words that are spelled.

1

o

2

3

4

.

Work in pairs. Spell the names of some people. Student A: See below. Student B: Turn to page 138.

Student A

\

Spell the first names and surnames of these people for your partner.

1 Our Accounts

Manager is Li HaL That's L-I and then H-A-1.

2 Our new Sales Assistant is Ana Torres. That's A-N-A, and then Torres T-O-double R-E-S. 3 The Human Resources Manager is Tom Sims. That's T-O-M, and then Sims S-I-M-S. Now listen to your partner and write down the first names and surnames of three other people.

1 /

(

2

3

.

~-.---

I

1 Introductions tIlt: II

I

Nationalities

o

Complete the chart of countries and nationalities. box. Add other countries and nationalities. Brazilian Italian

I

....... .y' ...

Country

-; -ese -an

Polish Spain China

Germany Russia Greece

Kuwaiti

Turkey British

Chinese Greek Omani Russianthe Turkish Sweden France USA Spanish ............... the ...UK .f?r:<;1?iJf
Use the words from the

French

Japanese American

Oman Swedish

others -ish

Vocabulary file

o 01.4

page 154

listen and check your answers to Exercise A.

G Work in pairs. Ask and answer

questions about the nationality

of the

companies. Student A: Turn to page 134. Student B: Turn to page 138. A

Is Sony Japanese?

B

Yes, it is.

B

Is 0rivenchy Swedish?

A

No, it isn't. It's french.

Sony

Givenchy Volvo Zara Siemens McDonald's

Gucci

Aeroflot

Michelin

Olympic Airways

If Think of three companies you know. Give their nationalities.

/

1 Intro~uctions I

o

Read this article. Then complete the chart below.

Describing

people

Meet Jeffrey Immelt Jeffrey Immelt is Chairman and CEO of General Electric Co. GE is a 128-year-oldcompany in 5 Connecticut, USA. It operates in more than 100 countries and employs more than 320,000people worldwide. 10 Immelt is 51 and is a very rich man. He is married, and his wife's name is Andrea. They have one daughter. Her 15 name is Sarah, she is 20 years old. 'My wife and my daughter are great,' Immelt says. 'It's a pity we're not together more 20 often.' He is away on business more than 50% of his time, and he tries to meet customers about a week a month. 'Life is never boring,' he says. 'No two days are the same.' 25 He usually gets up at 5.30 in the morning and works out for about an

Jeffrey Immelt Hobbies Job Age

Family

G

30

hour. 'Exercise is important, but my real hobby is golf,' he says. 'I'm not great at golf, but I enjoy it. And I like to read, especially when I'm on the move.' He likes biographies, business books and fiction, and reads about 50 books a year. He also likes 1970srock music.

51

and interests

Decide whether these statements are true or false.

1

Jeffrey Immelt is President of General Electric.

false

2 General Electric is a global company. 3 Immelt is married with two children. 4 All days are different for Immelt. 5 He is away more than half of the time.

/

6 He is not very good at golf. 7 Immelt is not interested in exercise. 8 All his books are about business.

G Work in pairs. Write five questions about Jeffrey Immelt and General Electric. For example: Is Immeft rich?

Where is (;"6? I

)

Now work with a different partner, close your books and ask each other your questions. See who can remember the most answers!

~

I~t~oductions

.•,t:•••. He

We She It They You I

"r I

"

L. am am(I'm) are(We're) are not aren't) is not Italian. (I'm (We not) (You're) (He's) (It's) (He (It isn't) isn't) (She's) (She isn't) Spanish. (You aren't) (They're) (They aren't) page 118 .A Jeffrey is Chairman is American. He is married. • We Immelt often use the verb of to GE. be toHedescribe people.

Complete the information

about Ingrid with short forms of the verb to

My name.:~ .. 1Ingrid.I ..... 2a graphic designer. from Munich. 5 married with two children. They..... school. .... 7 near my office. 1 •••••

8 an engineer. We..... My husband My sister 10an accountant.

o 01.5

e

3

German and

1 •••••

4

both in high school. Their

interested in travel and the cinema.

Listen and check your answers.

Complete this chart about yourself. Then introduce yourself to a partner.

1

e

9

6

1 •••••

be.

Name

4 Nationality

2 Job

I'm a(n)

.

5

3 City

I'm from

.

6 Favourite sports

1

nterests

Now write a paragraph about your partner. Use the text of Exercise A as a model. My

partner's name is ...

o1

Complete these sentences with negative forms of to I, m RUSSlan, . b Ut f'm not f rom M oscow.

2 They're Japanese, but 3 He's German, but 4 I'm in sales, but 5 You're in Poland, but 6 Her name is Sophia, but

from Tokyo. from MU1h. the manager. in Warsaw. Italian.

be.

____

o

l_ln_troductions

Match the questions and answers about Sergio.

21 Are you a Sales Manager? Spanish? ~

~

'3 Are you married?

b) No, she's Polish. Analyst. a) I'm a Financial c) No, I'm Italian.

4 Is your wife a manager?

d) No, she's a lawyer.

S Is she Italian?

e) Yes, I am. That's a picture of my wife.

CD Work in pairs. Ask and answer questions from Exercise A about Ingrid. A {s

~~B

{ngrid french?

B

No, she isn't. She's {,erman.

• We use

a before words beginning with a consonant sound (e.g. b, c, etc.): a receptionist • We use an before words beginning with a vowel sound (e.g. a, e, etc.): an astronaut • We do not use a or an with plural nouns: They are architects.

a/an with jobs; wh- questions

• We use question words such as what, who and where to ask for information: What's What's Who's Where

o

your job? I'm a lawyer. (NOT I'mlavvyer.) your wife's job? She's an engineer. your boss? Julio Cordon. are you from? I'm Russian.! Where's he from? He's Spanish.

Write the correct article (a/an) for each job. trainee

accountant

analyst

director

engineer

doctor

executive

optician

architect

manager

pilot

office worker

lawyer consultant cashier

receptionist technician telephone operator sales assistant personal assistant CPA)

Q

Work in pairs. Talk about your job and the jobs of your family and friends.

t'm a sales manager. My husband / wife / partner is a doctor. My brother is an engineer. My sister is a housewife. My friend is an archited. Vocabulary file

01.6 Talking about yourself

Where is he / she from? is his/ her office? boss? 3 Where ob?

page 156

Three people talk about their jobs. Listen and complete this chart. Anna an engineer Olga

Pierre Poznan Zurich anSwitzerland architect

Eugenia

J

11 Introductions

Introducing yourself and others

o 01.7

Listen to three conversations. true or false.

Decide whether

these statements

are

Conversation 1

1

true

Patrick Keller is a Sales Assistant.

2 Diana Vincent is a Sales Manager. Conversation 2 3 Hiroshi Ita is Mayumi Nitta's assistant. 4 Dan Marshall is in Finance. Conversation 3 5 jimmy is pleased to meet Dave. 6 Business is good.

e 01.7

Listen again and complete

these conversations.

Use words from the

Useful language box below. From conversation 1

A Hello ..

trn

Patrick Keller

1

B Oh, hello From conversation 2

3

4

6

the new Sales Assistant.

to meet you. I'm Diana Vincent.

A Good morning. My my assistant. B Nice to

2

Hiroshi Ito

5

is Mayumi Nitta,

you both. I'm Dan Marshall from Marketing.

From conversation 3 A Hello, jimmy. B Hi, Dave. A

7

to see you again.

B You, too

8?

A Not too good. B Oh, really? Sorry to hear that. What's the problem?

G

Work in pairs. Practise conversations from the Useful language box.

Useful language

like those in Exercise B. Use phrases

J

Introducing people

Greetings

I'm ... My name's ... This is ... He's / She's in sales. He's / She's with Nokia.

Pleased to meet you. Nice to meet you. Good to see you again. You, too.

Asking about business

Replying

How's business?

Not bad, thanks. Fine. / OK. / Not too good.

Offering a drink

Would you like a drink? How about a coffee? Another drink?

Thanks very much. I'd love one. Yes, please. / No, thanks.

Saying goodbye

See you later. Nice talking to you.

Goodbye. See you soon.

COMPANY

NAME: (.Bi 'SyvtUDS

NAME: Barbara JOB TITLE:

'Sales

6rrunewc1ld Manager

ADDRESS: Hamburg, 6rermany

COMPANY NAME: JOB TITLE: ADDRESS:

NAME:

6rmbH

Work and le"isur OVERVIEW'"

O

Vocabulary 1 dates Days, months. Reading Describing your routine

O

Language focus 1 Present simple Vocabulary 2 Leisure activities

O

Languageand focus 2 Adverbs expressions of frequency

O O

Skills Talking about work and leisure Case study Independent Company

Film

don't work, you can't play. J.B. Priestley (1894-1984), English writer

"

o

~ Work in pairs. Discuss the things people might want from work. For example,

a large office

o

Work in pairs. Make three word partnerships in each box to find out what four people want from work.

1 3

2 friendly high ~ long helpful company mobile parking

02.1

G

nice colleagues

~

colleagues salary holidays phone facilities car

travel job 4

fast flexible sports

security opportunities boss facilities promotion hours

Now listen and check the word partnerships they use.

Match some word partnerships from Exercise B to their meanings

1

a lot of money 2 a lot of time away from work

1 to 6.

high salary

3 good people to work with 4 the chance to go to different places on business 5 move quickly to a higher position at work 6 you can change the times when you start and finish work

e

What do you want from work? Use the word partnerships from Exercise B and make a list. Work in pairs. Compare your lists and choose the five most important things.

2 Work and leisure I

o

e

Put the days of the week in order. Which days are 'the weekend'? Friday

D

Monday

IT]

Saturday

Sunday

D

Thursday

D

Wednesday

D D

June

April January October March

August

December

September

Summer

Spring

February

November

Autumn

July

Winter

:)

Vocabulary file

1 at 2

. ht nlg

4

Thursday

the autumn

5

3

15th May

6

(x3)

at

the afternoon

7 8

June New Year

Tuesday evening

9

the weekend

on (x3)

(x3)

at night Complete these sentences with in, at or on.

1

We have a lot of big orders ..

ir

March.

2 The office closes f~r three days 3 There is an important meeting 4 The CEOvisits our branch 5 We deliver large goods

o

o

page 160

Complete these time phrases with in, at or on. Then write the phrases under the correct preposition.

in

o

D

Write the months of the year under the correct seasons.

May

G

Tuesday

New Year. 15th June. the summer.

Monday afternoons.

Work in pairs. When are you busy during the day, week and year? What are the quiet times? Ask your partner. A

When are you busy during the day?

B

t'm very busy in the morning.

B

What are the quiet times for you?

A

Bu5iness summer.

A

Which days are you busy during the week?

B

t'm always busy on Mondays.

is quiet in the

Write about yourself, your company or your school. • What are the busy times? • What are the quiet times? • What moments in the year do you particularly enjoy? Why?

I2

Work and leisure

o Describing your routine

Before you read the article, discuss these questions.

1

What is a typical day in the life of the CEO of a big company?

2 What do CEOs do at weekends?

o

Look through the article. Can you find any of the ideas you discussed in Exercise A?

Carlos Ghosn, Superstar Many people in Japan think Carlos Ghosn is a superstar. But Ghosn is

5

not a rock star or a football player, he is the CEOand President of two of the world's biggest car makers: Renault and Nissan. He is also on the board of Alcoa, Sony and IBM. He is one of the world's great business leaders. He was born in Brazil, but his parents are Lebanese. He speaks five languages fluently and he knows some Japanese, too. He travels all the time because he works in Paris and in Tokyo. His schedule is very tight: he attends meetings, visits plants and dealerships, and meets

10

15

international customers. When he has time, he also goes to car shows. Some people call him '7/11' because he often arrives at the office at 7 o'clock in the morning and sometimes finishes at 11 p.m. He gets up early every day and works over 70 hours a week. But it is not all business for Ghosn. He does not work at weekends. ~e makes time for his wife, Rita, and their four children. They spend time together and enjoy their hobbies. They live in France, but his elder daughter, Caroline, studies at Stanford University. Adapted from CNN

G Answer 1

these questions.

Why do some people call Ghosn '7/11'?

2 Why is Ghosn's schedule busy?

(!)

Decide whether these statements are true or false.

1

Many people think Ghosn is Japanese.

false

2 Ghosn speaks three foreign languages. 3 He lives in Europe. 4 He often travels between Europe and Asia. 5 He meets international

customers at weekends.

6 He has four children.

o

In each box, match the words that go together.

1

o

football

a)

leader

2 business

b) 7 5 maker meet 6 spend speak

3 car

c)

4 attend

b) languages a) customers c) time d) meetings

player

Work in pairs. Tell your partner about your day and about your weekend. f f

get up ... arrive at work/school at ...

At weekends,

f ...

r 2 Work and leisure I

Present simple

• We use the present simple to talk about habits and work routines. I travel overseas. He attends meetings. Does he meet international customers? Yes, he does. / No, he doesn't.

:> page 119

We don't drive to work.

Complete the article below about Giorgio Armani's working day. Use the verbs from the box. works

sleeps has spends wa-I~ walks travels goes

G·lorglo . A rmanl.

wakes

1

up at 7 a.m.

He 2 to the gym and an hour there. He 4 breakfast and then

5

stops

3

to the office with

salad for lunch and thenpasta he and a (his bodyguard. He has for ten minutes.

6

He .7 until8 p.m. on design and administration. He 8 every two months - to the USA, Russia or other parts of Europe. On his way home from the office, he often •••••••••• 9 for a drink at Nobu. At weekends, he goes to his villa.

o

Complete this information about Masami Kimura. Use the correct form of the verbs in brackets. I'm Masami Kimura and I'm married with two children, Aiko and Katsuei. They

......... 99 ' (go) to an international school. My husband's name is Seito. He 2 (work) for a shipping company, and I 3 (work) for an international securities company. We 4 (live) in Tokyo, near Shinjuku. I 5 (travel) to work by subway, but Seito 6 (drive) to work. We both •••••••••••••••••• 7 (like) sports and travelling. At the weekend, we ••.•••••••••.••••• 8 (play) golf or we 9 (go) car camping.

G

Write a paragraph like the one in Exercise B about yourself.

I2

Work and leisure

"

Match these leisure activities to the pictures.

1 running

0

D

2 walking

3 biking

0

a)

o

4 swimming

0

d)

Use words from the box to complete the leisure activities below. going to

1

playing

watching

listening to

golf

5

tennis

2

TV

6

the cinema

3

restaurants

7

football

4

CDs

8

the gym

.r.[t;1.y't/lg.

G Talk about your leisure activities. Use the verbs in box 1 and the time phrases in box 2.

/ love running at the weekend. / like going to the cinema on Friday1Jight.

1

love like

2 at the weekend on Friday night in the summer / winter in August / December in the morning / afternoon / evening

quite like don't like

:)

Adverbs and expressions of frequency

Vocabulary file page 156

• We use adverbs of frequency and expressions of frequency with the present simple to say how often we do things: He often arrives at the office at 7 o'clock. He sometimes finishes at 11 p.m. How often does he get up early? He always gets up early.

• Adverbs of frequency often go: • before the main verb: Karla sometimes works from home. • after the verb to be: 1 am always at work before 9.00 a.m. never 0%

sometimes

often

usually

always 100%

• Expressions of frequency go at the beginning or the end of a sentence: Two nights a week, he works late at the office. He works from home once a month.

:)

page 119

2 Work and leisure I

o

Write the words in brackets in the correct place in these sentences. u£,Ua lIy

1

SheVgets up early. (usually)

2 They start their first meeting at 9 o'clock. (always) 3 We are late for meetings. (never) 4 I am busy in the afternoon. (often) 5 The office closes at 3 p.m. (sometimes)

e

Complete

I

the expressions

three

1

then

e

twice

from .. ,time; .. to time

2 now and

of frequency

.

Sunday

below. Use words from the box.

week

3 once a 4

-ti-me-

. a month

Read these pairs of sentences.

5 every 6

. times a week

Cross out the incorrect words.

1 a) He reads the papers every day. b) He always Isamctfmes

reads the papers.

2 a) We eat in the company cafeteria four times a week. b) We usually Isametimes 3

a) I work late once a month. b) I usually Isametimes

!

eat in the company cafeteria.

work late.

4 a) The managers don't go to business dinners at the weekend. b) The managers never Isametimes 5

go to business dinners at the weekend.

a) The company director travels on business twice a week. b) The company director always laften travels on business.

e 02.2

An interviewer asks people from different typical day. Listen and complete this chart.

countries

about their

Isabel check e.-maif (Swiss) Rodolfo (Austrian) Sigrid

travel have lunch? on business? (Mexican) when you get to work? 32 Where How often do you do you

o

o

Work in pairs. Ask and answer the questions

in Exercise D.

Work in pairs. Ask and answer these questions. own.

Add similar ones of your

How often do you ...

1

play sports?

5 entertain at home?

2 use a mobile phone?

6 go on business trips?

3 drive to work / college / university?

7 go abroad on holiday?

4 go to a gym / fitness centre?

8 buy a newspaper / magazine?

r

I 2 Work and leisure ,<

-

<-

<

"~;"

Skills )I

-~._---~~~<_.

e

Talking about work and leisure

2 How many hours a week

b) From time to time. We sometimes go for a meal.

do you work / study? 3 When do you finish work? 1 What do you like best about your job? 4 Do you meet your colleagues after work?

G

Work in pairs. Ask and answer the questions

\'12.3 Complete the conversation listen and check. I

enjoy

j~

Pat Tim

really

interested

love

What do you do at the weekend? I'm Jf-f:IJ

••••••••••

on sport. I

1

5

2

like karate and I 4

3

playing

in watching sport on TV. I don't

professional football matches, for example.

Work in pairs. Tell your partner how you feel about your work or studies. phrases from the Useful language box below.

{ erzjoy ha ving flexible

hours.

{ rea{fy like my boss / co{feagues.

o

in Exercise A about yourself.

below. Use words from the box. Then

football. But I'm not really

e

c) I play golf. a) Usually about 6 o'clock. d) I work flexible hours, which is great.

e) Between 30 and 35 hours.

S What do you do in your free time?

Q

l

(1-S) with the answers (a-e).

Match the questions

Use

{ don't erzjoy doing overtime. { don't like long meetings.

Work in pairs. ~and answer questions about what you do in your free time. Use phrases from the Useful language box.

What do you do at the weekend?

Useful language

{ usua{fy visit friends.

J

Asking questions

What do you do

in your free time? at the weekend? after work? in the evening? How often do you ...? Do you like ...? Yes, I do. / No, I don't. I

Expressing feelings

I like / love . I'm keen on . I really enjoy . I'm interested in ...

I don't like ... He isn't really keen on ... She doesn't enjoy ... We aren't interested in ...

O

Vocabulary Adjectives

DReading Workplace

o o o o

problems

Language focus 1 Present simple: negatives and questions Language focus 2

have got

Skills Telephoning: solving problems Case study Blue Horizon

'Other people bring me problems, but he brings me solutions.' Margaret Thatcher, British Prime Minister 1979-1990

o

o

Match the sentences about problems.

2

We can't find the documents.

13

There isn't an invoice doesn't in the package. \ The coffee machine work.

b) I'll be ten minutes a) It's missing. broken. c) It's

4 The train isn't on time.

d) I think they're

S I'm not ready for the meeting.

e) It's delayed

"3.1

lost.

by 15 minutes.

Listen to five telephone calls. Identify the product and the problem.

Product

Problem

1 TV

in5frudiom

mi$5in

2

3 4 S

G

late.

Work in pairs. Make a list of three other problems businesspeople sometimes have.

I3 lIlt':II III t: I I\l/ I Adjectives

0

Complete

the sentences

beautiful

broken helpful

1

below. Use the adjectives

fast

clean

fl('xibl('

O ur emp l oyees enJoy . h'aVlng flexible

h ours.

2 The new sales assistant got a(n)

promotion.

3 Marketing executives earn a(n)

salary at that company.

4 My colleagues are usually very

.

and well-furnished

6 Your office has got a(n)

apartment.

view.

7 Their old printer is

, so they want a new one.

8 This invoice is

o

from the box.

incorrect

high

5 We want a(n)

Problems

; please can you send a new one?

Work in pairs. Ask and answer questions opposites.

about adjectives

and their

Student A: Turn to page 134. Student B: Turn to page 138.

G

Look at these sentences.

The bed is too hard. It isn't soft enough. The seats aren't wide enough. They're too narrow. Make sentences.

1

Use

too

or

enough

and adjectives

The rel20rt doesn't give much information. /'

from Exercise B.

(too / enough)

It's too short. / ft-i5F1't long enough. 2 I can't carry these suitcases. (too) 3 I can't meet you at 6 o'clock in the morning. (too) 4 I don't want this car. Its top speed is only 100 kilometres per hour. (too / enough) 5 Don't take any visitors to those areas late at night. (too / enough) 6 That camera doesn't fit in my pocket. (too / enough) 7 I can't get this car into the garage. (too) 8 Our trucks can't go under that bridge. (too / enough)

G)

Work in pairs. Tell each other about some of the problems you work or study fv1y

offia

is too small.

fv1y

offia

isn't big enough.

you have where

--

-

L3 Problems

Four people answered the question 'What is the biggest problem at your workplace?' Read their replies.

Workplace problems

1

There is so much waste in our In my company, junior

2

employees often work more than 60 hours a week. If the boss is in the office, we feel we have to stay until he leaves. Very often, we are

lights are on. People photocopy everything, and the wastepaper baskets are full of copies nobody wants. It's a waste of money for the company, and it's bad for the

not paid for working overtime, we work for free. And for many of us, the summer holiday is only a one-week vacation. We work a lot of overtime, but we aren't more

environment. We all need to try and do our bit to protect our environment.

productive. We just have more health problems.

3

Our company changes all the time, and every month some employees lose their

company! The air conditioning is on, and people open the wincJows. The cafeteria is empty, but all the

4

the past, but many of my female colleagues aren't happy. They often get less money than men for the same work, and it's more difficult for us women to get a

jobs. We are very worried about losing our jobs. It's very stressful. We love our company, but sometimes we lose our

promotion. In addition, working in teams is very difficult. We women can express our opinions, of course, but it's almost always the manager who hasjj:u:dinal word and makes the decisions.

motivation. We don't come to work on time, or we leave early. We are not very happy at work, and not very happy at home. It's a difficult situation for Our families, too.

o

Match the replies in Exercise A with an appropriate heading.

a) Wasting energy b) Overwork

c) Sex discrimination d) Job insecurity

G

Things are better now than in

0 0 0 0

Find words in the replies which mean the following. 1 hours that you work after your normal working hours (reply 1)

overtime

2 using more of something than you need to (reply 2) 3 to keep someone or something safe (reply 2) 4 afraid; unhappy about something (reply 3) 5 a feeling of interest or enthusiasm for doing something (reply 3) 6 people you work with (reply 4) 7 when you move to a higher level in a company (reply 4)

e

Work in pairs. Put the problems from Exercise B in order, starting with the biggest.

1

4)

2

3

4

.

Which of those problems are problems in your company or in your country? What other problems are there?

Vocabulary file page 157

---

--..._ ••Iii._ •••• ~----

I3 •••• ~.11ta!.{:.n

[I

Problems

• The present simple negative of full verbs is don 'tJdoesn 't + verb. • In present simple questions, we use do/does.

Present simple: negatives and questions

Negatives

Questions

They don't come to work on time. He doesn't go to meetings.

Does he work well with colleagues? Where do you work?

page 120

o

Work in pairs. Match the questions (1-8) to the answers (a-h).

1

G

What do you think about the new boss?

a) Peter. He's your line manager.

2 What time does the meeting start?

b) Because he has to pay for the office party.

3 Where does she live?

c) You can leave at 5 o'clock.

4 Why does he need the money?

d) 20 euros.

5 Who do I report to?

e) She's very efficient.

6 How does this work?

f) You need to enter your password.

7 How much does it cost?

g) In the city centre.

8 When do I finish work?

h) It starts at 2 o'clock.

Put these words in the correct order to make questions.

1

weekend work they Do at the?

Do they work at the weekend?

2 Pierre in sales Does work? 3 you do travel abroad How often? 4 you spell How business do? 5 finish does the meeting When?

e

Make negative sentences. Use don't (do not) or doesn't (does not).

1

I like meetings. (presentations)

{like meetin9s, but { don't like presentations. 2 We waste a lot of paper. (electricity) 3 We agree about most things. (budgets) 4 Susan sends a lot of e-mails. (faxes) 5 Our managers discuss a lot of issues. (employees' problems)

e

Work in pairs. Ask and answer these questions. Student A: Turn to page 134. Student B: Turn to page 140.

1

What time / start work?

What time do you start work?

2 When / finish work? 3 Where / work? 4 Who / report to? 5 How often / work at the weekend?

o

Tick the sentences that are true for you. Change the other ones to make them true. Then compare and discuss your sentences in pairs.

1

I agree with my manager about everything.

2 I don't work well with my colleagues. 3 I always come to work on time. 4 I go to all staff meetings. 5 I don't like working overtime.

----~13

Problems

havegot

• We use have got to talk about possession.

1

We've got a new printer, but it doesn't work very well. The office hasn't got a !zft. Have you got a problem with cash flow? Yes, we have. I No, we haven't.

III

• We use some with plurals in positive sentences. f

I've got some problems with cash flow.

• We use any with plurals in questions and negative sentences. Have you got any meetings today?

page 120

o

Make sentences about what Marco has and hasn't got. f

1

Marco's got a company car He hasn't got a fax machine. a company car

2 a high salary

V

a fax machine

K

K

a great boss

V

a lot of free time

K

free broadband Internet access

V

3 a personal assistant K

V

4 two telephones

e

Work in pairs. Look at the list in Exercise A. Tell each other what you've got and what you haven't got. Vocabulary file

page 157

o 03.2 Telephoning: solving problems

Listen to four phone calls. Write the number of the call after the problem. Some calls have two problems. 1 There are no instructions.

2 A piece is missing.

D D

3 The printer doesn't work.

IT]

D D D

4 The invoice is incorrect. 5 The air conditioning

doesn't work.

6 The line is engaged.

e 103.2

Listen again and complete these sentences.

How ... ~(!(I 1 Please

~f{P.... you? it, and we can

2 A Hold

, I'll

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

, the

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

7

B No. Can he 3 A I'm sorry to B A Sorry, cou ld you 4 Right. Let me

at it for you. you through. I'm 's engaged. Would you like to

me back, please? that. W~ich model is it? on, I'll check. Here it is. It's the PX2054. that, please? down the

.

--~-------

..

~-~ -~-

G 03.3

Look at the Useful language box. Listen and tick the expressions you hear.

Useful language

J

Answering

Getting through

Hello. This is [Carl Fisher]. Good morning. [Marta Gomez] speaking.

Can I speak to (Janet Porter], please? Can he call me back, please?

Apologising

Stating the problem

I'm very sorry about that. I'm sorry to hear that.

I've got a problem with ... There are some problems with ...

Getting details

Giving details

Can you give me some more information? Which model is it?

The invoice is incorrect. There's a piece missing. It's the wrong part / model/item.

Finding solutions

We can give you a refund. I can talk to the manager. We can send you a new one.

e

Finishing a conversation

Thank you. Thanks for your help.

Work in pairs. Use the role cards below to role-play the conversation. some of the expressions from the Useful language box.

Student

A

Student

Use

B

Sales Representative

Customer

Answer the phone.

Introduce yourself. Say you have some problems with order.

Ask for details. Apologise for first problem. Apologise again and offer solutions. Say goodbye.

Give details of first problem (shirts are wrong colour and size). Give details of second problem (want 2,000 not 200, as soon as possible). Thank the Sales Representative. Say goodbye.

Blue Horizon

Background Sunrise Holidays provides holiday apartments by the sea in southern Europe. The guests want sunshine, beaches and a relaxing holiday. Blue Horizon is a new Sunrise Holidays building.

The brochure

••1 --:I.r-.

'roii

.... 1.

.JlIIlur •

:tII"· • 't:llllo,.lU){.llllf:1fU•

.J:T_r.:

'I

• G.I~• G)~ -

• b\Suu&j(g • ~~

~r..••••.. IIIl-.•••••:r-

---.-....•-.------

..

L3 Problem~

What Blue Horizon is really like Read the notes made by Blue Horizon guests.

)

Comments from our guests sen

- :LO RL-LoVlA-etres

oLd

b['{L-LdL-vcg

-

IlWIl tJ

vco VL-ew of tne

sell

vco b Il LGOVCL-es gllrdevc?

-

vco trees,

SWL-VlA-VlA-L-vcg-pooL YDOVlA-S

gretJ

-

vco flowers vcot fL-vcL-sned

vco llL-r GovcdL-tL-oVCL-vcg,

-p1lL-vct ovc wllLLs

vco s[,{-perVlA-llrRet,

ovcLtJ

ovce sno-p

Student A

Sunrise Holidays Representative You receive a telephone call from an unhappy guest. • Listen to the guest. • Say you are sorry about the problems. • Offer to talk to the manager. • Do not offer to give back their money.

Work in pairs. You are guests at Blue Horizon.

1

Compare what the brochure promises with the guests' notes. Say what is different.

Blue Horizon hasn't got a lovely view of the sea. There aren't any flowers. 2 Student A:

See right. Student B: Turn to page 140. Read your role cards. Then make the telephone call.

Writing 1 You are Carla Davis, the Manager of Blue Horizon. Write an e-mail to Mike Park, from Head Office. • Explain the problems you have with Blue Horizon guests. • Say you want a meeting with the Head of Customer Relations. • Say you want to discuss Blue Horizon's future advertising policy. 2 03.4 Listen to the voice mail and make notes. 3 You are an employee of Sunrise Holidays. Use your notes to write a message for the Manager of Blue Horizon, Carla Davis. Include: • the name of the Head of Customer Relations • arrival date/time • flight number. Writing file pages 130 and 131

To: Name of caller: Time

of

Message:

Action: Signed Date

call:

J\ Revision I

1 ~'Ilf':limt:ll~

J

U

Introductions Circle the 15 words that are hidden in the grid horizontally and vertically.

p C

\

0

AN T N C U A

0YAGR U W H M A E N L P E IF 5NRyFAT5HCAUEGRyN0 5TRFKGHM A C R 5HIRECL0 N E K)

Choose the correct words from Exercise A to complete these sentences.

c"reek IS ••••...•.•••••••••

1

A nastaslos "

2

Boris is an electrical"

3

Jim is 19 years old, He is a

4

Linda Moore is

5

I'm in Finance, but my partner works in

6

I work in a bank. I'm a

7

Tony lives in Paris, but he can't speak

Helves I'

.... """",

'Th essa IOnl'k'I. In

from Omsk. He is Russian. , .. ,

,. assistant in a department store.

She is from Birmingham. Resources. I payout money to customers. .

8

I work with money and numbers. I'm the company's Chief

9

Sureyya is from

She lives and works in Istanbul.

10 Aziza is from

She speaks Arabic.

What are the corresponding nationalities for these countries?

/

1

Pakistan

P~r.~~t~n~ .

2 Sweden

.

3 Japan

.

4 Spain

.

5 Germany

.

6 Brazil

.

.

Unit A Revision

Complete these sentences with am, am not, is, is not, are, are not.

1

Jeffrey Immelt .. if>

the CEO ofGE.

2 Buenos Aires

in Argentina.

3 Siemens and BMW 4 I

German companies.

English.

5 Isabel and Juan Spanish, butthey

two technicians from Mexico. They speak from Spain!

6 Nissan

an American company, it

7 I

Japanese.

interested in Business English.

Complete the information about Dorota with short forms of the verb to be. 2 Polish, and I 3 from l6dz. 4 an account My name.'$... 1 Dorota. 6 Polish, too. His name ..... 7 manager. My husband ..... 5 an architect. He Jan. We..... 8 interested in music and in travel. We have two children, a boy and a girl. Our son ..... 912 and our daughter ..... 10 eight years old. They..... 11 both in primary school. The school. .... 12 in the same street as my husband's office. That. .... '3 very good for us! 1 •••••

G

1 •••••

Put these words in the correct order to make questions.

1

.. Wb.qt. ~r:f..t0fir. .r7~.rJJf.~( .

their / are / what / names / ?

2 you / consultant / are / a / ?

.

3 is / job / what / her /?

.

4 sales / wife / is / a / your / manager /?

.

5 from / and Sergio / where / Tony / are / ?

.

6 new / is / where / office / your /?

.

Work and leisure

~J

0

Complete these sentences with in, at or on. 1 The office is always very busy .. )r) .. the morning.

2 Our sales conference is usually 3 Max sometimes works 4 The meeting is

the autumn.

the weekend. Fridayafternoon.

5 Their office is closed

the afternoon.

6 The fair begins

20th April.

7 Some shops are open

night.

8 Many of our employees go on holiday

e

July.

Use each item from the box twice to complete the leisure activities below.

I 1

going

listening

playing

watching

I

2

TV to the theatre

5 6

to the swimming pool films

3

basketball

7

to the radio

4

to music

8

golf

'r/,qt?hi(J.g

I

Put the words in the correct order to make sentences.

1 Andrea / 9.00 / at work / before / is / usually .8.r.Qr.e;q. i$. U$U
r,.p'Q, ..

2 how / business / do / often / on / travel/you

/ ?

3 Sandra / a / from / home / month / once / works 4 I / for / late / am / meetings / never 5 Marco / a / Chief Accountant / times / helps / the / three / week 6 eac0"the / makes / Company / South America / four / Director / to / trips / year Complete

these questions

(1-6)

box. Then match the questions

: about

after

free

-lwtt-Fs-

about work and leisure with the words from the with the answers (a-f).

week

work

I

2 Which days are you very busy during

children.

the ? 1 How many .b.CWr.fi. a week do you work? \ 3 When do you finish ?

b) Usually about 5 :30. a) I g? home to be with my

4 What do you like best

your job?

d) Well, I do a lot of sport.

5 What do you usually do

work?

e) I'm always very busy on

6 What do you do in your

time?

c) Between 35 and 45 hours.

Wednesdays.

f) The salary is good, and my colleagues are fantastic.

~J

Write an e-mail (40 to 60 words) to a new colleague telling them about yourself. Use the topics in the box to help you.

name nationality L- _,

job live .

married/single company/college work hobbies enjoy /_don't enjoy

@oo Hi, I'm ...

\

1B c

3

)

Problems

Complete

the opposites

1

b.

soft

given.

a r d.

4 late

g

5 light

_e

6 slow

__ s_

2 safe 3 wide

of the adjectives

_a

Y _

Unit A

~{~'1:.)ll~~

I

"Writ~omplete

1

~evisio~J

sentences, using a negative form in the second part.

We write a lot of e-mails, but ... (reports)

.V!.~.'(/.r/Z~.

J.C!!.


9f.~ -:J!!
2 I like presentations,

.Vf~.. 0PJ7}.

~~~~~.~ .l.c:t. pi

.~fP'qr/~·.

but ... (meetings)

3 Pamela needs more flexible hours, but

(lunch breaks)

4 Rob and Ann spend a lot on travel, but

(food)

5 That camera fits in my handbag, but ... (pocket) 6 Tim talks about most things, but ... (problems)

4)

Complete these questions. Then match the questions and answers.

1

Who .... 4p,

we report to?

a) Well, he's very efficient.

2 How much

this laptop cost?

b) I think he needs more money.

3 How often

you work overtime?

c) €350.

4 Why weekends?

Tariq always work

5 What

d) Ms Lee. She's your line manager.

e) Before October.

you think about our

new manager? 6 When they need the money?

~

J

------~~~

f)

About three times a month.

Complete these sentences with has got, have got, hasn't got or haven't got. 1 I'm sorry to hear that they h<;lxt:n:~ .grJ .... enough money for their project.

2 Our new office

a lift, and it

a balcony,

too. 3 We

a new printer. It's very fast.

4 They like their office. It small windows, but it ....................... a great view of the mountains. 5 Sorry, we can't give him a refund. He

the right invoice!

6 Our meeting rooms are very nice, but they

_______

mII§" __ 1

air conditioning.

Complete this telephone conversation with the words from the box.

I

details

help

package

-f*eas-e- post

sorry

speaking

thanks

A Good morning. Kati Steiner here. Could I speak to Ron White, .... r.J?q$Y. .... '? B

2

How can I

3

yo u?

A We've got a small problem with our new fax machine. B Could you give me some

4,

please?

A Well, the operating instructions are not in the B I'm

6

5.

to hear that. Which model is it?

A It's the Faxlux 2050. B Faxlux 2050. Right. I've got that. I'll put an instructions •••••••••••••••• 7 for you, Ms Steiner. A

8

manual in the

for your help. Goodbye.

Write a description (40 to 50 words) of your office or classroom.Write about the things that it has and hasn't got.

O

Vocabulary Travel details

O

Listening Listening for information Language focus 1

can /can't Reading Business hotels

O there is /there O

Language focus 2 are

Skills Making bookings and checking arrangements

A journey of a thousand mile0s must begin with a single step. ;,

Case study Pacific Hotel

Chinese proverb

o G

How often do you travel? Where do you like to go? Do you ever travel on business? When you travel, which of the following do you like or not like? Make sentences as in the examples.

I love meeting

new people.

I don't like flying.

I like eating new food.

( hate checking

in.

( don't mind packing.

G

• checking in

• being away from home

• waiting for luggage

• travelling to the airport / station

• going through security checks

• meeting new people

• speaking a foreign language

• flying

• packing suitcases

• eating new food

04.1 Listen to extracts things?

1-8. Where

(a-e) can travellers hear or say these

a) in a taxi

c) at a railway station

b) at an airport

d) at a hotel

1 .. ~...

3 .....

2 .....

4 .. · ..

5 .....

e) on a plane

6 .....

7 .....

8 .....

irm hrough

, o 04.2 Travel details

1

I

o

Say these flight details. Then listen and check.

2 Flight LH 265

Flight BA 427

5 You fly from terminal 3. 6 The 4-40 flight to Frankfurt is now boarding.

3 Flight UA 491

7 You are in row 35, seat E.

4 The plane leaves from gate 38.

8 The plane arrives at 12.10.

Work in pairs. Ask each other information about some business travellers' flight details. Student A: See below.

Student B: Turn to page 140.

Student A

1

Ask your partner for the missing flight details, for example,

What are

fv1r

Asafiev's flight details?

2 Give your partner the flight details he or she needs. Mr Asafiev

Mr Bendhiba

TAY616

Ms Salgado

Ms Ayhan

TK940

Ms Ho Way Chao

Mr Mehmood

PK758

Mr Soong

Mr Ashida

JL984

3 Now check the flight details with your partner.

e

People often do thesE!things when they travel. Match the verbs (1-10) with the correct phrases (a-e).

1

b) a ticket

e

take collect do check in their luggage queue watch book 89 flight 10 c) at the hotel a) e) a bus hotel or room taxi d) c) an at in-flight the check-in movie b) e) some shopping d) their buy ~ a) security

67

Work in pairs. Put actions 1 to 10 from Exercise C into order.

1 buy a tic.ket

2 book a hotel room

11111

I

4 Tmvel Complete the sentences below. Use the nouns from the box. bill

reservation fax call

booking luggage

receipt centre flight seat

At the ticket office

1 I nee d t 0 c hange my

bookinfi;)

2 Is there a direct

. ?

At the check-in desk 3 Can I take this as hand

?

4 Can I have an aisle

?

In a taxi 5 Please take me to the city 6 Can I have a

. , please?

At the hotel 7 I have a 8 Can I send a

for two nights. My name's Burkhard. from here?

9 Can I have an alarm

at 6-45, please?

10 I'm checking out today. Can I have the

, please? :)

listening listening for information

(14.3

Vocabulary file

page 157

Listen to each part of the recording. Then answer these questions.

Part 1

1

What time is the next train to Manchester?

Part 2

2 Which flight is boarding at gate 23? Part 3 3 What time does the train leave? 4 Which platform does it leave from? Part 4 5 The passenger chooses a flight. What time does it leave? 6 When does the flight arrive? 7 What is the flight number? 8 Which terminal does it leave from?

• We use can to say we are able to do something. He can program a computer.

• We use can I or can we to ask permission. Can I use the phone, please? Yes, of course. I Sorry. I'm afraid it's for staff only.

• We also use can to talk about what is possible. Can I fly direct from Moscow to Sydney? No, you can't. You need to change.

:)

page 121

4 Travel I

o

Put this dialogue into the correct order. Paolo Hi, judith. judith

Well, I can't do Thursday, but Friday is OK.

D D

Paolo

Paolo Ranieri speaking.

[[]

judith

Oh, hello, Paolo. This is judith Preiss here.

~

Paolo

I'm sorry, judith. I can't. But I can make Thursday or Friday.

judith

Paolo, I'm calling about that meeting. Can you make next Wednesday?

Paolo

Of course. I can pick you up from the station if you like.

judith

10 o'clock's fine. Oh, and can I bring my colleague, Sabrina? You met her at the conference.

Paolo

OK. Friday it is. Can we meet in the morning - say 10 o'clock?

judith

Great. See you on Friday. Bye.

D D D D D D

G 04.4 Listen and check your answers.

e

Look at the dialogue in Exercise A. Write questions beginning with can.

Can Judith and Paolo meet on Friday? Work in pairs. Ask each other your questions. How much can you remember? A

Can Paolo meet Judith on Wednesday?

a 04.4 o

B

No, he can't.

Listen to the dialogue again. Then practise it with a partner.

Complete the e-mail Judith writes to Sabrina about the arrangements. Sabrina I called Paolo Ranieri about the meeting. He it on Wednesday, but he 2 do 10 o'clock. He says of course you 5 pick us up from the And he

make at come with me! 1

3

4

6.

See you soon, Judith

o

Ask people in your class about the languages they can speak. A

Can you speak Japanese?

B

No, I can't.

Work in pairs. Try to remember the languages people can and can't speak.

JOhn can speak 6nglish and Crerman, but he can't speak Chinese. CD Work in pairs. Role-play this situation. Student A: Turn to page 135.

Student B: See below.

Student B Ask Student A for the following information: • take a taxi from the airport to the office?

Can I take a taxi from the airport to the office? • smoke in the building? • get lunch in the cafeteria? • get secretarial help? • use a computer?

Tick the facilities

you expect to find in a business hotel.

D childcare InternetDconnections service fitness centre secretarial services meeting rooms

taurant eption shop desk

Read this brochure. brochure.

Welcome to the

Underline

the words from Exercise A which are in the

ST REGIS

The St Regis is a five-star hotel in Shanghai, just 35 minutes from the city's new international airport (distance: less than 20km). It is in the Pudong area, one of the most dynamic financial and commercial centres in the world. But for the business traveller interested in culture and history, there are also many attractions, such as the Jade Buddha Temple and traditional Chinese gardens. St Regis has 328 luxurious rooms. Each room offers 10 voicemail, free access to high-speed broadband and wireless Internet connection, as well as in-room movies, a CD and video library and flat-screen TV. A unique feature of the hotel is that each guest can enjoy the services of a personal assistant called the St 15 Regis Butler. The butler takes full responsibility for your comfort from check-in till check-out and can also help you with the organisation of your business meetings. There is also a sauna, a fitness centre, a tennis court, an indoor swimming pool and a spa where you can 20 relax. On the top floor, the award-winning Italian restaurant offers fantastic panoramic views of the city. There are two other restaurants: one is authentic Chinese and the other offers a wide variety of 25 international dishes. St Regis has a round-the-clock business centre and 13 meeting rooms with multimedia equipment and space for up to 880 people.

G

Ask and answer questions

about the St Regis.

A

Lan you watch films and videos?

1

watch films and videos?

2 use your computer in your room? 3 swim at the hotel? 4 work at night? 5 eat in the hotel? 6 play tennis at the hotel? 7 hold a meeting?

B

Yes, you can.

4 Travelj

G)

Answer these questions.

1

How far is it from the airport to the hotel?

2 How long does it take to travel from the airport to the hotel?

o

Match the words on the left (1-8) with the words on the right (a-h) to make word partnerships from the text.

1

there is / there are

voice

a) centre

2 meeting

b) library

3 fitness

c) swimming pool

4 Internet

d) views

5 personal

e) mail

6 indoor

f) assistant

7 panoramic

g) room

8 video

h) connection

• We often use there is / there are before a / an or some / any. There is an indoor swimming pool. There are three restaurants. There aren't any shops in the area. Are there any meeting rooms in the hotel? Yes,there are. / No, there aren't.

o

:)

page 121

Complete these sentences with the correct form of there is or there ore.

1 It 's a very

sma II'alrport.

There aren't

h' any sops

2

a problem with my ticket?

3

any aisle seats available.

4

a stopover in Frankfurt.

5

any flights to Zurich tonight?

6 I'm afraid

a flight to Warsaw this afternoon.

7 8

. I. In t he termlna

two cafes in the terminal. any buses from the airport to the city centre?

Work in pairs. Role-play this situation. Student A: See below. Student B: Turn to page 140. Student A You have a new job in a city abroad. Ask Student B about these items.

tv there an international vchool? • cinemas and museums

• swimming pools

• golf courses

• good transport system

• universities

• luxury hotels

• good health service

• nightclubs

• international

school

G Ask and answer questions about a place that you know well.

I4

Travel

~

I'

---

.

,-"----

Skills ~,

-'-"'---~-~--

o 04.5

Read these questions. Then listen to the dialogue and underline the correct answers.

Making bookings and checking arrangements

1

r

o

When is Simon arriving?

Monday / Wednesday

2 When is he leaving?

Tuesday / Wednesday

3 What kind of room does he want?

single / double

4 How much does the room cost per night?

€120 / €150

5 How many nights is he staying at the hotel?

1 night / 2 nights

6 What time will he arrive?

7 o'clock /6 o'clock

Work in pairs. Student A is a receptionist at the Delta Hotel in Greece. Student B is a business traveller. Book rooms for yourself and a colleague. Study the Useful language box. Then role-play the telephone call. A Answer phone. Give name of hotel. B Give your name. Ask for two single rooms with baths from 16 to 20 July. A Check booking is for four nights from 16 to 20 July. B Price? A €150 per night per single room. B Restaurant? Car park? A Restaurant: yes Car park: no Ask for credit card details. B Visa number: 4921445637141009 Expiry date: 12/11 :)

Useful language

Vocabulary file

pages 158-160

J

Receptionist Hello. Capri Hotel. How can I help you? I can give you a single / double on the first floor. Would you like smoking or non-smoking? So, that's a single room for two nights, the 4th and 5th. Can I have your credit card details, please? What time do you expect to arrive? Could you repeat that, please?

Caller I'd like to book a room from Tuesday 4th to Thursday 6th. How much is it per night? Is there a restaurant in the hotel? Is there a car park? Can I pay with American Express / MasterCard / Visa? It's a Visa card. The number is .... The expiry date is ....

4 Travel

Pacific Hotel

Background The Pacific Hotel is in Sydney, Australia. Twelve people want to book rooms for next week. Ground floor

First floor

Busy road I-----t

Stairs

Reception

Room 2

t

(very small single) A$140

Stairs

Room 4

Room 7

(large single) A$200 • noisy

Room 6 (very large double) A$370 • deluxe room • quiet and

Room 5 (occupied) Room 1

I

(double) RoomA$260 3 • qUiet and sunny • very comfortable

Busy road

sunny • very comfortable

(occupied)

II,

Room 9

(double) A$200

(occupied)

Room 8

Room 10

(double) A$280 • extra beds for children

(double) A$250 • quiet and sunny

• quiet and sunny Sea

Sea

Guests and room requirements • Anna and three friends aged 50-70. They want two double rooms. They can pay A$240 for each room. • Mr and Mrs Schmidt. They are just married. They can pay A$280. • Mr Jensen and his son. The son is in a wheelchair. They can pay A$280. • Mr Wang is a writer and wants a quiet room. He can pay A$180. • Madame Berger and her rich friend. They want a sunny room with a lovely view. Price is not important. • Ms Steele, a businesswoman, wants a large, quiet room. Price is not important.

'ou are a receptionist at the hotel. Choose a guest and write an e-mail to confirm the details of their stay. Include the date of arrival, date of leaving, type of room and the price. Dear ... { am happy to confirm details of your stay ...

the following

1

Work in pairs. You are the Hotel Manager and the Assistant Manager. Decide which room(s) you can offer each guest. We

can offer Anna rooms

We

can't use room I, it's occupied.

1

and 7.

2 Now work in groups of four. Compare your ideas. 3 Look at this extract from a telephone conversation between the hotel receptionist and one of the guests. A Pacific Hotel. Good morning. How can I help you? B Hello. This is Li Wang here. I'd like to book a room from Tuesday till Saturday next week. A Do you want a single or a double? B Single, please. And if possible, I'd like a quiet room. A Right. Let me check. Yes, we have a single room on the ground floor then, but I'm afraid it's very small. B Is that all you have? A Well, there's a larger single on the same floor, but that room is very noisy, I'm afraid. B OK, then. How much is the small single per night? A It's A$140. B Fine. A All right. Can I take your details, please? Work in pairs. Choose another guest and role-play a similar telephone conversation.

I

O

Vocabulary Eatingout Reading Dining etiquette

O some language jany focus 1 O listening Ordering a meal language focus 2 Countable and uncountable nouns

O Skills Entertaining O Which restaurant? Case study

o

What kind of food do you like? Make adjectives. China

Thailand Japan France Germany

India Russia

Turkey Sweden

Greece the UK

l/iKe Chinesefood I/ove Ita/ianfood

G

Match the typical dishes (1-8) to the adjectives (a-h). Then make sentences.

Curry is an Indian dish.

1

curry

a) American

2 snails

b) Italian

3 sushi

c) Indian

4 spaghetti

d) French

5 goulash

e) Hungarian

6 hamburger

f) Chinese

7 paella

g) Japanese

8 sweet-and-sour

chicken

h) Spanish

What other typical dishes do you know?

G

In your country, do businesspeople usually: 1 have business breakfasts?

2 entertain businesspeople at home? 3 entertain businesspeople at the weekend?

Italy

ef

5 Food and entertaini~

o Eating out

Choose the odd one out in each group of food words below. Use the words from the box to explain your answer.

fish

1

o

meat

vegetable

fruit

trout cherries cod broccoli onion tuna chicken eel lamb salmon peas Onion -It's aaubergine kind of vegetable. cauliflower apple peach grapes

3 carrots 5 4 cabbage veal

Look at these words for parts of a menu.

Starter

Dessert

Main course

soup Write the dishes from the box under the headings

on the menu.

soup apple pie steak pate salad ice cream grilled fish fruit chocolate mousse moussaka spring rolls cheesecake roast duck tiramisu prawn cocktail beef stew stuffed mushrooms

e

Underline

1

the correct word to complete

each of these sentences.

You ask for the receipt / menu at the start of a meal.

2 You ask for the check /bill at the end of a meal in London. 3 You ask for the check /bi/I at the end of a meal in New York. 4 You ask for the tip /receipt

after you pay. Vocabulary file

o Dining etiquette

Discuss these questions.

1

1

page 155

Do foreigners eat your national food in the same way as you do?

2 What changes do people in your country make to foreign dishes?

o

Look through the article on page 44 and complete

,"

-...• u:Jr.

this fact file.

OIot:l~('

I ••••••••••••••••

Alan Yau

4

Brasserie Noboyuki

Roux 7

Matsuhisa

Chop

st

6

9

10

1~---~~_.- r USA

~

l 5 Food and entertaining

Learning chopsticks 5

10

15

20

25

~.Y. ..9.':Y~~ ..~~.~!.~.~.?~ . In the West, as well as in Asia, tastes and dining etiquette are changing. 'There is more understanding of different cuisines and James and Brasserie Roux, cultures,' says Alan Yau, the believes people are only innovative and successful beginning to understand founder of the Wagamama other cultures. He is shocked chain of Asian noodle restaurants in the UK. 'But 30 when customers put ketchup on a traditional French dish, people still don't understand or when US guests insist on etiquette very well. For drinking coffee with their example, in one of my Thai meals. restaurants, Western diners 35 The Japanese are leading insist on using chopsticks. other Asian cultures in They don't want to eat the adapting their own traditions. Thai way, just with fork and 'When Noboyuki Matsuhisa spoon,' says Yau, 'so we give launched the Nobu them chopsticks. Then Thai 40 restaurants in the USA, he people say we are not a "real" quickly learned what Thai restaurant because we Americans like,' says Laura provide chopsticks.' Holland, translator of the Hugues Jaquier, general successful Nobu cookbook. manager of London's 45 For example, at the exclusive Hotel Sofitel St beginning, Nobu disliked

G

50

55

60

65

seeing diners pour lots of sauce on their rice and sushi, but then he accepted it and he even developed a special mix for customers to pour. 'On the other hand, in Japan, the more sophisticated, restaurant-going crowd are very open to different styles and trends,' says Holland. The 'Japanisation' of Western food and etiquette began many years ago. In Tokyo's chic Ginza district, for example, an Italo-Japanese restaurant called Chop Stick serves innovative Italian food that people can eat with chopsticks.

FINANCIAL

TIMES

Match these words (1-6) to their meanings (a-f). Use a good dictionary to help you.

1

etiquette

2 innovative 3 insist (on doing something) 4 adapt 5 sophisticated 6 trend

a) change something to make it suitable for a new situation b) the way a situation is developing or changing c) knowing a lot about fashion and culture d) new, original

e) the rules of polite behaviour

f) keep doing something that other people don't like Decide whether each statement is true or false.

1

Alan Yau says that tastes in food are changing in Asia only.

false

2 Thai people don't understand etiquette very well, according to Yau. 3 Hugues Jaquier finds it strange that some people drink coffee with their meals. 4 Nobu adapts his dishes for American customers. 5 Japanese restaurant goers don't like to try different cuisines. 6 In Japan, adapting Western food and etiquette is not something new.

o

Work in pairs. a) Discuss how business people can learn about foreign cultures. Make a list of three practical ideas. b) Imagine some foreign business people ask you about the main rules of dining etiquette in your country. What do you tell them? Make a list of three points.

__5 Food and entertaining

It:Jll.~~r(.

J

• We use some in positive statements.

some/any

There are some very good restaurants in the city centre.

• We also use some when we offer things and ask for things. Would you like some more coffee? Can 1have some tea, please?

• We use any in most questions. Do you have any beef?

• We also use any in negative statements. We haven't got any beef today.

o

Tick the correct sentences. Correct the mistakes in the other sentences.

1

rei !/J;:esome water.

I'd like any water.

2 Could I have any more coffee,

please?

3 Are there any restaurants near here? 4 There isn't some wine left. 5 I'd like some cheese, please. 6 Do you have any soft drinks?

4)

Read this dialogue about choosing a restaurant. Underline the correct words to complete it. Mina

There are some / any 1 good restaurants in the centre.

Ivan

Yes, but there isn't some / any Steakhouse near the airport.

Mina

Do they serve some /any3vegetarian

Ivan

I don't think so. How about the Marina? They do some / any 4 great fish dishes, and they have some / any 5 vegetarian starters, too.

Mina

Good idea. I'll see if they've got a table for 9 o'clock.

2

parking. We could go to the Texas dishes?

o 05.1

A man and a woman are ordering a meal in a restaurant. Listen and write M for man and W for woman.

Ordering a meal

1

4)

e

Starter

salad

2 Main course

spaghetti

3 Dessert

ice cream

D D D

snails paella fruit

D D D

soup sushi apple pie

[M

D D

Work in pairs. Look at audio script 5.1 (page 147). Order and recommend things that you like. Put this dialogue into the correct order. b) No, thanks. I'm full.

D D

c) Would you like a starter?

[[]

a) You should try the roast duck. It's delicious.

d) Right. I'll get the bill. e) I'd like the soup, please. f) Would you like a dessert?

g) What do you recommend for the main course? h) Thanks very much. That was a lovely meal. I really enjoyed it.

05.2

Listen and check your answers.

D D D D D

I

ioning t

I 5 Food and entertaining

I~~EJI Countable

• Most nouns in English are countable. We can put a / an before them, and they have a plural form.

and uncountable nouns

tables, meals, restaurants, women

• Some nouns are usually uncountable

and so are usually singular.

water, tea, sugar, milk, bread • A lot of many and much mean 'a large quantity or number of

something' . • We use a lot of in all types of sentences. There aren't a lot of flights at the weekend.

• We use many with countable nouns. How many people are coming to the conference?

• We use much with uncountable nouns. Can you pay? I haven't got much money.

o

G

=-

page 122

./

21 work 10 seat 22 shopping 9 information 15 18 overtime tip 12 13 14 1117 20 23 24 flight menu money luggage soup suitcase leisure 16 19 receipt table transport Tick the countable nouns. 1 reservation

Correct the mistakes in these sentences. Use a lot of, many or much. 1

They don't have

vegetarian dishes here.

iTH:t€fl

a lof of / many

2 How many does it cost? 3 The restaurant hasn't got much tables left. 4 I don't have many time at the moment. 5 I drink much coffee. 6 There aren't much hotels in the city centre. 7 It costs much money. 8 I don't want many spaghetti. There's ice cream for dessert.

G

Work in pairs. Complete these questions with many or much. Then ask and answer the questions with a partner.

1

A

How .. ..r!?I}.~~

B

About 20 eur06.

cash do you have in your wallet?

2

How

keys do you have in your bag / pocket?

3

How

people are there in your company?

4

How

time do you have for lunch?

5

How

days' holiday a year do you have?

6

How

languages do you speak?

7

How

do you usually tip in a restaurant?

8

How

fast-food restaurants are there where you live?

9

How

do you eat for breakfast?

10 How

water do you drink a day?

5 Foo~~~_entertaining

o Entertaining

Two managers are discussing how to entertain a group of important foreign visitors. Complete the dialogue below with words from the box.

I

I

right

recommend

book

cntcrt;:tin

invite

1 our VISI • 't ors

entertain

call

nex t wee k7.

Lee

How can we

Cary

Why don't we

Lee

Good idea. Which restaurant do you

Cary

The food is always good at Pierre's.

Lee

That's

Cary

How

Lee

Yes. There's a good Italian restaurant there. Shall I a table for Wednesday night?

Cary

Yes, please. Can you possible, please?

05.3

Listen and check your answers.

2

4, 5

about

them for dinner? 3?

but it's usually very busy.

a restaurant by the river? 6

.7 the restaurant as soon as

You are in a restaurant. Match what you think (1-7) to what you should say

(a-g). You think

You say

2 The fish is good.

b) Are there any vegetarian dishes? a) I'd Canlike I have the bill,please. please? c) the steak,

31

G

e

I want isa the steak. What best~ dish?

4 I need to pay.

d) I need a few more minutes.

5 I don't eat meat.

e) Can I have the wine list, please?

6 I want to choose some wine.

f) What do you recommend?

7 I'm not ready to order yet.

g) I recommend the fish.

05.4 Listen to a waiter in a restaurant. Use responses from the 'You say' column in Exercise B to reply. You hear:

Are you ready to order?

You say:

f

nud a few more minute5.

Work in pairs. Student A. play the role of the waiter (see audio script 5.4. page 148). Student B. see how many of the responses you can remember. Then change roles.

Useful language

J

Suggesting Why don't we ...? Shall I ...? How about ...? Giving opinions I think ... is the best restaurant. The food is delicious. We need to go to ... restaurant. It's close to the office. Agreeing Yes, because ... I agree, because ... That's right.

Disagreeing I see what you mean, but ... I don't know about that. I think ... That's right, but ...

I

In

"h.ri , •• " L\'nU1M'nnl iUTii f:TIl ~6In."I

I [;.fln

onn~""jfHlf'\n~n'T'

•••

IT:.1nUI£.TU •

•n

:1

il

Task 1

Work in groups of three. Choose role card A (see below), B (page 141) or C (page 143). Each colleague knows one of the customers well.

2 Study the information on the opposite page and decide which restaurant is the best for your customer. Discuss your ideas with your colleagues. Say why you prefer your restaurant. 4 As a group, decide which restaurant is best for your customers.

Role card A

You do not want to pay too much for the meal. Your customer, Mr Haynes ... •

does not like hot and spicy food or fish very much.



is staying downtown.



prefers quiet restaurants.

'TlTlIf;l,I,··

The Bamboo Garden (Chinese food) A very popular place. The food is always high quality and good value. You sometimes have to wait for a table. Location Access Atmosphere Average cost

Downtown; close to offices and many hotels By public transport or car. No parking Usually noisy, with a lot of people $35 per person

On the menu A variety of good Chinese soups (hot and sour, wonton) Typical main courses such as sweet-and-sour chicken, beef with chilli, vegetables and fried rice Not many fish or vegetarian dishes

L'Esprit de Mer (seafood) First-class food. The fish is always excellent. It isn't near downtown and is quite expensive, but it's worth a visit! Location Access

In Sausalito, across the Golden Gate Bridge

Atmosphere

About half an hour by ferry or an hour by car. Parking Quiet and calm

Average cost

$50 per person

On the menu High-quality French cuisine The best fish from the local markets A few meat dishes, but no vegetarian Very good choice of desserts and cheese

-

Vocabulary 1 Choosing a product Reading A success story Language focus Past simple

1

Vocabulary 2 Choosing a service Listening How to sell Language focus 2 Past time references Skills Presenting a product Case study Link-up Ltd

one, get one free .• Sign in a London shoe shop

>

-

Starting up': -

--

~-

~

~. __

.-

~j

o 06.1

Listen to three people talking about the products they buy and when they buy them. Complete this chart. Speaker

Product

Place

1

clothes

mail order

2

How often

online

3

«)

once a year

Where do you buy the products in Exercise A? How often do you buy them? Use the words from the box.

/ buy clothes in high street stores. / usually buy them every month. usually

e

once a week

at the weekend

sometimes

every day

Work in pairs. Choose two other products you buy. Talk about where and how often you buy them.

~

Vocabulary file

page 157

6 Sales I

Vocabulilryj: ~-~ ~--_'::..--._,~-~

I

o

Read the Delfos sales leaflet.

1

Choosing a product

Find expressions

which mean the following:

great deals

There are some good offers.

2 The buyer pays only a small amount of money at the beginning. 3 The buyer pays some money every four weeks for a year. 4 There is no cost for transporting

the goods to the buyer.

5 It doesn't cost extra to pay over 12 months.

~

GREAT DEALS ON ALL COMPUTERS, PHOTOCOPIERS AND DATA PROJECTORS

~

3-YEAR GUARANTEE

~

LOW DEPOSIT

~

PAY €100 NOW FOLLOWED BY 12 MONTHLY PAYMENTS

~

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o

Read these sentences. each box.

1

Does a buyer or a seller say them? Write B or 5 in

We offer great deals.

2 I'd like to place an order. 3 Do you give a guarantee? 4 I'd like to compare prices.

[ill

D D D

e 06.2

Listen to a conversation correct answers.

1

5 Are the goods in stock? 6 Can you pay a deposit? 7 We always deliver on time. 8 Can I make monthly payments?

between

a buyer and a seller. Underline

Which model does Karl want?

the

PS7 / TX7

three years / two years

2 How long is the guarantee?

15% / 10%

3 How much deposit is needed for large orders? 4 What does the seller say is a large order?

Over 50 units / Over 25 units Yes / No

5 Does the seller always have goods in stock? ~

G

D D D D

Vocabulary file

What is important for you when you buy a product like a computer Put these items in order of importance (1-6).

• a three-year guarantee



free delivery

• interest-free credit



a big discount

• a low deposit

• great after-sales service

page 153

or a TV?

[6 Sales

o

Before you read the article, discuss these questions.

1

A success story

I

Some businesses start very small, then become global companies. What examples can you give?

2 What do you know about IKEA, the global furniture retailer? ·111

r

o

Match these words (1-4) to their meanings (a-d).

1

e

distribute

a) sell only or mainly one type of goods

2 specialise

b) attractive and fashionable

3 stylish

c)

4 range

d) supply goods from one place to shops or customers

a set of similar products made by a particular company

Look through the article to find out what these numbers refer to.

1 17

2 150

3 2005

4 6,000

5 17.3

IKEA: lower prices, higher sales ~Y. ~~~::i .M:~~.~~~. Ingvar Kamprad started IKEA in his small farming village in Sweden over 60 years ago. He was only 17 5 years old and sold his products from his bicycle. When his business grew, he distributed them from a milk van. 10 He first introduced furniture into the IKEA product range in 1947. Demand for his furniture increased rapidly, so he 15 decided to specialise in this line ..

20

began In thedesigning mid 1950s, its IKEA own furniture. It wanted to make innovative, stylish products and to keep prices down. This made it possible for a large number of customers to buy IKEA

home IKEA furnishings. opened inits first store in Sweden 1958.In the next 40 years, the number of stores went up 30 to over 150in 29 countries. In 2005,there were a record 18 new stores - 15 in Europe and three in North 25

e

., ~ 35

40

45

America, and then IKEA entered the Japanese market with two stores in 2006. That year in February, it also opened a new store in customers London. opening. Six arrivedthousand for the midnight There were not enough security staff and police to manage the crowd, and some people hurt themselves in the rush to get into the store!

50

55

Sales for the IKEA Group rose steadily, year after year. At the end of the financial year 2002, sales were at 11 billion euros. At the end of 2006, they totalled The 17.3billion success story continues, and theeuros. group expects to add more stores to its existing network.

FINANCIAL

Decide whether these statements are true or false.

1 Kamprad started IKEA over 60 years ago. 2 IKEA began designing its own furniture in 1947. 3 IKEA's strategy was to make original furniture at low prices. 4 IKEA entered the Japanese market 20 years ago. 5 IKEA opened a new store in London in 2005. 6 Sales increased by over 6 billion euros in four years.

true

TIMES

.

I 1,:

6 Sales I

o1

Look through the article to find the missing word(s)

When his business a milk van.

in these sentences.

, Kamprad distributed

2 Demand for his furniture

his products from

rapidly.

3 In the next 40 years, the number of stores countries. 4 Sales for the IKEA Group

to over 150 in 29 steadily, year after year.

What do these three verbs have in common?

o

Work in pairs. Discuss what makes success in business this list.

• intelligence



• money • hard work

• •

possible and add to

personal contacts

• luck Put the points above in order of importance.

• We use the past simple to talk about completed actions in the past. Last year, we increased our sales by 15 per cent. • We usually form the past simple by adding -d or -ed to the verb.

Past simple

save - saved

launch - launched

export - exported

• About 150 irregular verbs form the past simple differently. cost - cost be - was - were spend - spent give - gave

grow - grew go - went

For a list of the most common irregular verbs, see the inside back cover.

~

o 06.3 o 06.4

page 123~

-ed endings of these verbs are pronounced. 1 saved; delivered / d / 2 launched; worked / t/ 3 decided; visited / Id / Listen to how the

Listen and put these verbs into the correct group (1, 2 or 3).

started invited

06.4

e

finished

advised

lived

decided

opened

missed

booked

Listen again and practise saying the verbs.

Complete

this sales report. Use the past simple of the verbs in brackets.

Report on sales trip - South Korea Last D ecem b er, I visited stores in South Korea.

1

(

VISit our major customers ••

On 5th December, I ••••••••••••••••••

3

2

and

The following day (introduce)

4 5

I

in June.

(make) a presentation

to Mrs Lee's sales staff on

(advise) them how to display them. 6

(go) to Seoul, and our agent

me to Mrs Ha, the chief buyer of a new department

She

8

(ask) me to send her 500 brochures.

I

some samples of our products.

I

f rom b'Ig department

(meet) Mrs Kyoung Ai Lee in Seoul. We

(send) her 200 brochures

On 6th December, I our products

)'

10

(fly) back to head office in Paris on the 9th.

7

store in the capital. 9

(give) her

-16 Sales

o

Use the words from the box to complete the Dart leaflet below.

discount

free

period

price

I

--sa-ve-

-

-7

SpetlZlal·.S",,,..,,.eT PlQlftOtlon • }':1X~... l up to 50% on selected models

As a Gold Club member ...

• Three days for the •

••••••••••

3

2

of two

insurance and unlimited

mileage • Extra 10% of July

4

• For aJimited

until the end

5

only

• you get free hire days or airline miles as your reward • you can use our express service, available at all international airports in the country • you don't wait for a piece of paper when you return the car - we e-mail you a detailed receipt

Dart ~arHire ,Id

'
The best the business traveller can get

o

Decide whether these sentences about the Dart leaflet are true or false.

1 The customer

can get some deals for half price. 2 There is an extra cost for insurance.

true

3 The price is cheaper if the customer is quick. 4 The offer is for the whole year. S Gold Club members have a choice of reward. 6 Gold Club members get their receipt by express post.

G

Rewrite the false statements in Exercise B to make them true, for example, 2

There is no extra cost for insurance.

06.5

Bob Hazell is the director of Advanced Training, a sales training company in the UK. He is giving some advice to salespeople. listen to the first part and complete these summary notes. . 1 Th e f·Irst t h'Ing IS

to be prepared

- ma k e sure t h'at you ve got every thO Ing

that you need for your interview.

2 Secondly,

your customers well before you go.

3 Thirdly, make sure that you're talking to the Remember 'MAN': M is the person who has the ; A is the person who has the ; N is the person who has the We need to talk to the person who has all three. 4 Fourthly, the important thing to do is to know .•

Bob Hazell

o 06.6

well.

listen to the second part and answer the questions below.

When training people to be good at selling, two things are very important: motivation and simple tools that they can take away and use.

1

What are the three basic points that make up motivation?

2 What are the four steps to follow when doing an interview?

6 Sales I

• Some time references refer only to the past. The special deals ended two months ago. Last week we sold 500 units - a record!

• The prepositions on, from, for, in, to and during often refer to periods of time in the past. He lived in France for five years. He moved to Germany in 1999. The goods left the warehouse on 31 March. They worked hard on the sales campaign from February to November. During October, we reached our sales target for the year.

~

o

Underline the correct words to complete this article.

business

Iqcl1-2002:

page 123

at the

University of Santiago de L-ompostela (Spain) holiday work:

r.art-time for Levi's

July 2002:

graduation

Miguel Perez studied business at Santiago de Compostela University in Spain in / on / from 1 1999 to 2002. Since / During / At 2 the summer holidays, he worked part-time as a salesman for Levi's.

salesman

July 2002 September

200"3:

September

200"3:

July 2004:

January

2005:

a year ago:

sales department family company

of

London Diploma Business - with 6nglishin -/-part-time work for the Students' Union

looking for a sales job permanent position shipping company new job with Futura Financial Services

After graduating in / at Ion 3 July 2002, he wanted to continue in sales, so he worked in / jOr / at 4 a year in the sales department of his family's company. He decided to improve his business English. In / At / Since 5 September 2003, he went to London to study for a Diploma in Business with English. During / At / For 6 that year, he worked part-time for the Students' Union. Next / In / For 7 July 2004, he began looking for a

in

sales job. Six months later, he got a permanent position in a shipping company. However, a year since / last / ago 8, he changed his job and joined Futura Financial Services. He now works in the sales department. Next / Last / For 9 month he was voted salesperson of the year.

now in sales department (voted salesperson of the year a month agoD

()

Write five or six bullet points like the notes in Exercise A, but about your own career (or the career of someone you know). Then give your notes to a partner. Write an article about your partner's career. Before you write, look carefully at Exercise A and study how you can write an article from notes.

III

1~6_Sa_les

> ~,

_

~~2 .- ,'---

'C~O;:,,-='iSkill"> ~,,~-~ J'

o

Presenting a product

"6.7 At a trade fair, a department store buyer talks to a salesperson about microwave ovens. Listen and complete this chart. Model: .r!:~.15....

1

Target market: people with Colours: black,

3,

Features: Price:

5

blue,

design, easy to

kitchens 4 6

7

Delivery:

()

2

8

days

"6.7 Look at the Useful language box below. Listen to the conversation again. Tick the expressions you hear. Useful language

J

BUYER

SELLER

Asking for information Can you tell me about ...? I'd like some information about ...

••

Of course. What would you like to know? Our most popular model is ...

Target market Who is it for? What's the target market?

••

It's for people with / who ...

Colours What about colours?

••

It comes in four colours. It's available in four colours.

Features

••

It has an unusual design. It's easy to use. It's very reliable.

Price How much is it / are they?

••

The trade price is ...

Delivery What about delivery?

••

We can deliver within three days. We offer free delivery within ten days.

Does it have any special features?

G

Work in pairs. Role-play this situation. You are at a trade fair. Student A: See below. Student B: Turn to page 141. Student A

Store manager

You are the Manager of a diving equipment store and you want to buy some divers' watches. Ask the manufacturer about: • the most popular model • the features • the colours • the price • the delivery • the guarantee

320

6 Sales

Link-up Ltd Backgroun Link-up Ltd sells most well-known brands of mobile phones. It has many high-street stores. Staff help customers choose the right phone and advise them on the various service packages. I per minute

8 10 lines of of texttext lines

Service packages

I50colour €0.18 200 800 Colour 30 €180 Call Works minutes No rates call in all countries I I 10 Free text 50 €0·75 Calculator, alarm, €0·35 e-mail, voice-dialling, €130 €50 Screen Special display features messages changeable Choice of covers €25 Colour 40 ring tones, €65 €225 Mobile Price phones Monthly fee camera e-mail I Works in all countries camera, I Phone Packagename name

I

Work in pairs. Student A: Turn to page 135. Student B: Turn to page 141 and choose a role.

1

Read your role cards. The salesperson talks to the customer and helps him or her choose a phone.

2 Salespeople meet in pairs and discuss which packages they sold. Customers meet in pairs and discuss which packages they bought.

Writing You work for Link-up. You are on holiday tomorrow. Write an e-mail to a colleague about which phone and service package a customer wants. Ask your colleague to order the phone because it is not in stock. The customer wants the phone by Friday. ~

Writing file page 130

Kelly, I took an order from a customer yesterday. They want ...

..

J

Revision Travel

:'41 :'

~

>

~ _~__

~ ~~-'-'

Vocabulary ~ ~..,._

i

d

Choose the correct words from the box to complete

aisle

1

alarm bill -ceffiFe- control receipt row terminal

Our hotel is in the city

below.

luggage

, but it's very quiet.

c;~ntr:?-

2 Would you like an

direct ticket

the sentences

or a window seat?

3 Excuse me. Can I take th is small suitcase as hand 4 Can I have an

?

call at 6.15 a.m. tomorrow, please?

5 Is there a

flight to Seville in the morning?

6 Go to the check-in desk first, and then through passport

2.

7 Your plane leaves from

;,there is/there are

__ ~ '"~

~ _

•.....••

~

~

"

";

_J

Complete these conversations with the correct form (positive, interrogative) of there is or there are. 1

A

Is there ••••••••••••.•

.

negative

or

7 an I nt erne t caf"e In th'te CI y cen t reo

BYes .. Th?-r.~.~r:f(.. two, in fact.

2 A ..................

any direct flights to Geneva on Friday, I'm afraid.

B B Oh dear 10 A 6 39 4 5 A

8 7 A

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

any on Thursday or Wednesday? a CD and video library in each room?

Yes, ..................

And

also a flat-screen TV.

anything you don't like about travelling?

Well, I hate it when

long queues at check-in or security.

What sport facilities

at the Floris Hotel?

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

three tennis courts. And

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

any restaurants near the conference centre?

Yes, , don't worry! restaurant next door. How can we get to the airport? .................. service.

That's a pity .................. Yes .................. Yes,

an excellent Thai

a bus or a train?

no trains, I'm afraid. But

The meeting room is large, but

a gym, too.

an excellent bus

space for 200 people.

another hotel near the airport? a morning flight to Ljulbljana on Tuesdays? two, in fact. an international And

school near where you live? also a very good health service.

Unit B Revision

Vocabulary! _ .'

"_~ .• __ .~~._.~

__

o

Complete the e-mail below with the words from the box.

.•and reCiding;i

~ __ .,--,-",,:,---,-

__

·__ ._..-:c, .• c"""·:-'-_"'

.• _·~~,,;;,~

airport

~

coffee

multimedia

pool

room

single

table

Dear Max

Ii

Can you please .... .f?.o9.~..... 1 me a hotel in Brussels for two nights, Sun. 23rd - Mon. 24th June? I want a large 2 room with an Internet connection - that's very important. If possible, I would like to be near the ................ 3 because my return flight is at 7 a.m. on Tuesday. Please check that there is a fitness centre or a swimming the hotel.

4

in

Monday is very busy. The first meeting is at 9.30 a.m., so we need a meeting ................ 5 for that. Then there is our big workshop in the afternoon. Can 6 presentation at 3 p.m.? I you arrange a large room for a expect to finish at about 4.30 p.m., so we need 7 then. Finally, can you book a for 7.30 p.m.?

8

for 20 people in the hotel restaurant

Many thanks Rob

~

o

Read about three Brussels hotels from biztravel.com. Which hotel does Max book for Rob in Exercise A?

-----~ Hotel Devriendt Small, friendly, family-run hotel. Only five minutes' drive from Brussels international airport. Excellent Ital ian and Ch inese restaurants nearby. Internet cafe next door, with free access for hotel guests from 13.00 till 18.00. Public swimming pool ten minutes' walk. Meeting room with space for up to 15 people, and fax, video and photocopying facilities. Tea, coffee and room service available. Concorde Hotel This modern hotel is in the city centre and only 20 minutes from the airport. All rooms offer free access Internet connections and cable TV. There is a gym and a large swimming pool. There are three meeting rooms, one large conference room with multimedia facilities. Tea, coffee, refreshments and snacks available throughout the day. Concorde Hotel has got two excellent restaurants. Hotel

Just ten minutes from the airport, this hotel is ideal for the business traveller. There are five meeting rooms and two conference rooms with multimedia facilities. Most rooms have got personal computers and Internet access. Tea and coffee available. Very good restaurant. There are

Write Max's e-mail to Rob. Tell him about his hotel and confirm the dates.

i

I

~-

'I'r I

Unit B Revision

1\;1

Food and entertaining

________ Y~~ab~yj

-

·.. -----------

Write these words under the correct heading.

apple pie

beef

lamb

carrots

onions

National dishes

chicken

paella

cod

peas

Fish

fruit

salmon

Meat

goulash sushi

ice cream

tuna

Vegetable

Desserts

goulash

G

Complete

1

If you

the key words in these definitions.

1 'i Q

1.

t ~ someone, you ask them for lunch or dinner.

2 A __ 1_ is a small piece of paper that shows you how much to pay. 3 If you __ c 4 A

r

5 Ar

something, you say that it is very good. is food that you have at the beginning of a meal. is a piece of paper that you get to show you have paid.

6 If you _ n

.' ---'~---~~-

some/any-~

~:_~~

o

guests, you give them food and drink .

Underline the correct word to complete each of these sentences.

1

They have some / any interesting Mexican food.

2 There isn't some / any beef left. 3 I'm so thirsty! Can I have some /any more fruit juice, please? 4 I'd like some /any milk, please. 5 Get some / any vegetables, but don't get some / any fruit.

G

Complete

1

these sentences

Do you have

with

some

or

any.

lamb?

r;J,fJ1

2 There aren't

good hotels near the airport.

3 Could I have

more soup, please?

4 They haven't got 5 Is there

vegetarian dishes. paella?

6 There are good Italian restaurants near here, but there aren't ........... Chinese ones .

~-- - --~~~~~~ . . - ~ .-- -much/lnQny'tl

"'.-

o

Underline

1

the correct word to complete

each of these sentences.

There aren't much /many flights on Sunday.

2 How much /many people are there at the conference? 3 How much /many does the main course cost? 4 There isn't much /manytime

left, so let's get the bitl.

5 Are there much /many national dishes on the menu?

G

Complete

1

these sentences

much

or

many.

We don't eat . J!l!--{~h.. meat, but we eat a lot of fruit.

2 How 3 They don't do 4 There isn't 5

with

guests are there? How

food do we need?

meat dishes, but they do a lot of seafood dishes. bread left, I'm afraid.

It's a small restaurant. There aren't

tables.

Unit B Revision I

-

- -

Put the lines of this restaurant dialogue in the correct order. --Skills - ~- ~-~. I

a) And to drink?

D

b) Are you ready to order?

[]]

c) I'd like to try your freshly made fruit juice, orange and lemon.

D

d) Mmm. That sounds nice. I'll have that, and a Greek salad, please.

e) No, thank you.

f) Orange and lemon. OK. And would you like to order a dessert now? g) Well, all our food is very fresh, but our roast lamb is particularly delicious. h) Yes, I think so. I'llfor have tomato soup to start with. And then ... what do you recommend the the main course?

D D D D D

Sales Complete the key words in these definitions.

1

A good

2 A

df Q 1 c

is the same as cheap or a fair price. is an amount of money taken away from the price of something.

3

If a shop or a company has certain goods in available.

4

If a shop offers interest-free pay over 12 months.

5 A __ P

k, it means that the goods are

d __ , customers don't have to pay extra if they

is a small amount of money that customers pay at the beginning.

Complete the text. Use the past tense of the verbs from the box. be

begin

go

have

like

offer

want

-5tml-y-

work (x2)

Renate Langer ..~~l;I~/:e:9. .. 1 economics and marketing in Stuttgart from 2001 to 2005. During the summer holidays, she pharmaceutical so she

2

in the sales department of a

company. After graduating, she 3 to improve her English, 4 to Canada. She 5 Vancouver a lot and 6

looking for a part-time job. She

7

an interview with the Marketing

Manager of a large company where they needed a German speaker with good qualifications. she

Renate got the job immediately. It 9 very hard. Three months ago, the Manager

8

very interesting, and 10 her a full-

time job. Now she doesn't know what to do: she loves Canada, but she wants to be with her family and friends in Stuttgart, too. Write an article (75 to 100 words) about Vicky Karra. Use the information below and the past simple. 1987-1990

studies English and business at Athens University

1990

goes to Dublin, studies for MBA

1991

starts work at Connors' Electronics in media sales

1993

leaves Connors' and joins Emerald Productions

1998

becomes Marketing Director at Emerald

2002

starts own company, Karra Productions

2006

the Dublin Financial Echo votes her Business Woman of the Year

Vicky karra studied 6nglish and buf>inef,f,at Athens University from /1B7 to /110. In /110, she ...

Vocabulary Describing people Listening A bad manager Language focus 1 Past simple: negatives and questions Reading Mercedes Erra Language focus 2 Question forms Skills Negotiating: dealing with problems Case study A people problem

be nice to people on the way up; because you'll meet the same people on the way down. Wilson Mizner (1876-1933), American playwright and entrepreneur

o

A Work in pairs. Take it in turns to ask each other these questions, and write the answers in the table.

1

Do you like to work ... a) alone?

Me

My partner

1

.

1

.

2

.

2

.

3

.

3

.

4

.

4

.

5 6

. .

5

.

6

.

7

.

7

·

8

.

8

.

2 For appointments,

b) in a team?

c) with a partner?

do you like to be ...

a) early?

b) on time?

c) five minutes late?

3 Do you prefer to work ... a) at home?

b) in an office?

c) outside?

b) to places you know well?

c) only when you need to?

4 Do you like to travel ... a) to new places?

5 In meetings, do you prefer ... a) not to speak much? b) to speak a lot?

c) to be the Chairperson?

6 When do you work best? a) In the morning.

b) In the afternoon.

c) In the evening or at night.

7 Do you think a lot about ... a) the futu re?

b) the past?

c) the present?

8 Do you like your friends or colleagues to be ... a) intelligent?

b) good-looking?

c) funny?

Work in new pairs. Tell each other about your own and your partner's answers.

/ like to work in a team. Selim likes to work in a team, too. Selim likes to be on time for appointments, but / like to be early.

ople. do. oawork. work well. heir good career. job.

Match the statements (1-10) to the adjectives (a-j). reliable practical

They are ... d) i) a) b) c)j) sociable ambitious creative motivating hard-working g) h) relaxed e) helpful f) punctual ... 1 likeThey to spend time with other people.

Describing

I

Q

Use adjectives from Exercise A to complete this Human Resources report.

MARIA KARLSSON

Maria is good in a team and she gets on well with her colleagues. She is extremely

~9.~!~p.(~ ....1. She

she is always

z.

is never late for meetings -

She is very

3;

she

always meets deadlines. She is in the office at 8.00 a.m. every day and often stays late - she is very She is also a very

5

4.

person with a lot of ideas for the

future of the company.

G

Look again at the adjectives in Exercise A. Which types of colleague do you like to work with? Discuss your answers with a partner.

!Iike

-.

to work with ambitious

people. They give me energy. _

.. J

A bad manager

Vocabulary file

page 154

o rh.1Costas Siris is a Director

of Margetis Bank. He is talking about one of the bank's previous office managers. listen to the first part of the conversation. Decide whether these statements are true or false.

1

false

Joe was too ambitious.

2 He didn't often say 'Thank you' to his employees. 3 He didn't stay at Margetis Bank for five years. 4 He left because international

Q 07.2

companies had many problems.

listen to the second part of the conversation and complete these

notes.

1

there anything good about Joe?

2 He didn't often

promises, but when he

to

do something, he did it. 3 He

a bad manager, but he

G Work in pairs. Tell each other not easy to work with.

about an ex-colleague

a bad person. or ex-manager who was

--••••~lta~~nll • For negatives and questions in the past simple, we use the auxiliary did (didn't) and the infinitive form of the verb. You didn't like your colleague. Did he leave the company? Why did he leave the company? • Note the form with the verb to be. Was he a good colleague? No, he wasn't. : page 124

Past simple: negatives and questions

o

Put these words in the right order to make sentences from the conversation with Costas Siris on page 63. Negatives

1

Many / like / didn't / the Office Manager / employees / .

Many employees

didn't like the Office Manager.

2 didn't / staff / motivate / He / his / . 3 solve/ how / to / know / problems / didn't / He / . 4 He / a / wasn't / person / bad / . Questions 5 What kind / with / did / him / have / of problems / employees / ?

What kind of problems

did employees

have with him?

6 Margetis Bank / he / How long / at / was / ?

I,

7 he / did / Why / leave /? I

8 Joe / Was / good / there / about / anything / ?

o 07.3

Listen and check your answers.

Correct one mistake in each line of this message.

MvJris, I'm sorry. I'm IMrvif13vr bvrd dvry. I didn:t out,

vrM

Orttime,

I I10t check the fi3ures. vrM

J-eMi

the

I didn:t 3et to the bvrV1k

I didrt't pMVl£d the suppliers. I tried to cvrLLyou

this momif13, but you I10t vrVlSwer. I thiV1k I Vl£ed to 30

e

report

Mme.

2

3 4

Read the extract below. Then write questions with each of the following words. Why

How long

What

When

\Afh",r",

Monica grew up in France. She studied Italian at university in Paris. Then she worked in Italy for four years from 1999 until 2003. She left Italy because she wanted to study English. She went to London in 2003.

Where did Monica grow up?

o

Work in pairs. Ask your partner questions about his/her past studies and/or jobs.

7~Peopl~J

Mercedes Erra

Before you read the article, discuss these questions.

I

1

What famous businesswomen do you know?

2 What qualities do you need to be a successful business executive?

o

As you read the article, make quick notes to complete Mercedes Erra's profile.

PROFILE:

Mercedes Erra

Education: Appearance and personality: Family: Professional achievements:

4

Mercedes Erra agencies in France. She is also By Andrew Hill President of RSCG France. Mercedes Erra is a great 25 Many people like her energetic businesswoman, and 2004 was a approach. David Jones, Global great year for her. First, she Chief Executive of RSCG became a Chevalier de la Legion Worldwide, describes her as 'an 5 d'honneur for her contribution to amazing woman; the person in the the French economy, and also 30 media I admire most'. Erra has because she improved the role of four children and often appears in women in French society. Then, a the French media. She believes few months later, the Financial men and women need to have the 10 Times ranked her one of Europe's same rights and opportunities. She top 25 women in business. 35 says that women need to be more She was born in Spain and confident, to believe more in went to France at the age of six. themselves. In 2002, she was She was educated at the Sorbonne elected president of the French 15 and became Managing Director of Advertising Agencies Association, Saatchi & Saatchi France in 1990. 40 the first woman to hold the post. Known for her platinumHer agency, the fifth-largest in blonde hair and great energy, she the world, created campaigns for is one of the most remarkable and global brands including Volvo, 20 respected executives in France. In Louis Vuitton, Danone, Pfizer, 1994, she co-founded Euro RSCG, 45 Orange and Disney. one of the main advertising

FINANCIAL TIMES

Decide whether these statements are true or false.

1

Mercedes became a Chevalier de la Legion d'honneur only because of her role in the French economy.

2 She became president of the French Advertising Agencies Association before the Financial Times ranked her one of Europe's top 25 women in business. 3 Mercedes founded Euro RSCGalone over ten years ago. 4 David Jones is not the CEO of RSCGFrance. S Only three agencies in the world are bigger than RSCGFrance. Work in pairs. Imagine you are going to interview Mercedes Erra. Write three questions that you would like to ask her.

LL ~ople

_

1~~Bl

Ana Form FormHave be ofI modal doIbe like she heshe work hard? When Joe Did see ambitious? us now? Does Iscan Can • We form stressed? questions of do, be, which modal answered with yes or no in two ways. did were does they he Subject verb auxiliary leave the Subject Subject go away? got aMadrid? lot they ofcompany? work? Why Question forms word (e.g. can) or an auxiliary (or other auxiliary) or where, auxiliary when, how, etc. see us now. She works He is Ana hard. ambitious. likes Madrid. got company. a lot of work. essed. the page 124 ll other With a modal Question verb gin otherverbs types of questions with a question word_ ••• such asbe,why,

o G

How much do you know about Bill Gates? Work in pairs. Read this article, then write questions page 67.

7

Gates got married on January 1, 1994. His wife's name is Melinda. They have .•.•.••.•••.••••.• 8 children.

Gates discovered his interest in software when he was at school. He began programming computers when he was ••.•.••.•••.•.•.•• 3 years old.

In 1975, Gates and •••••••••••••••••• 5 started a company, and they called it

the quiz on

and the software industry. Today, Microsoft employs more than people in 103 countries.

William (Bill) H. Gates was born on October 28, 1955, •••••••••••••••••• 1. He grew up there with his two sisters. Their father is a lawyer, and their mother was a 2.

In 1973, Gates entered •••••••••••••••••• 4 University, where he lived near Steve Ballmer, now Microsoft's Chief Executive Officer. While he was at university, Gates developed a programming language for the first microcomputer.

to complete

In 9, Gates wrote Business @ the Speed of Thought, a book that shows how computer technology can solve business problems in new ways. The book was published in 25 languages and is available in more than 60 countries. Microsoft. They both believed that every office desktop and every home needed a computer, so they developed ••••••••••••••••.. 6. Gates's vision for personal computing was the key to the success of Microsoft

In 2000, he and his wife founded the Bill and Melinda Gates Foundation and gave $ 10 to help global health and learning.

-____

1

Wnt:rr-.. '1~$. J??iU .09.tt:$. a) In New York.

.. 7. People

?

P.Q!JJ

b) In San Francisco.

c) In Seattle.

2

? She was . a) a schoolteacher.

b) a computer specialist.

c) an actress.

3

? a) 11

4

? a) Harvard

b) Cambridge

c) Johns Hopkins ?

5

b) His elder sister

a) His father

c) A childhood friend

6 .........................................................

7

c) Software for PCs

a) A new type of mouse b) The Internet 7

? More than a) 70,000.

b) 170,000.

.

c) 270,000.

8

? a) Two

b) Three

c) Four

9

? In . a) 1995.

b) 1997.

c) 1999·

10

? a) $29,000

G 07.4

b) $29 billion

Listen and check the questions

c) $29 million

you wrote.

CD Work in pairs. Answer the questions in the quiz above and use your answers to complete

07.5

o o1

the article.

Now listen and check your answers.

Work in pairs. Take it in turns to choose five questions Help with the answers if necessary. Complete

these sentences.

Last year, I bought

Give true information

about yourself.

qA':g!tc;1J.?q0.~r~

.

2 Yesterday, I was 3 Last summer, I 4 When I was a child,

e

Work in pairs. Tell each other your true sentences. questions as you can. A

Last year

f

and 'test' your partner.

. . . Ask as many follow-up

bought a digital camera.

B {Z.eallyl What make i5 it? / Where did you buy it? / How much did

it cost? / etc.

I

r "I

L7~e~~

_

o -

.\

Work in pairs. Discuss which of these suggestions

you agree with.

When two people negotiate a solution to a problem, it is a good idea for them to:

Negotiati ng: dealing with problems

1

describe the problem in detail.

4 speak quietly.

2 smile all the time.

5 find a solution immediately.

3 give reasons if they have to say 'no'.

G

07.6

Sophie Bond is a Warehouse Manager. She is talking to Jacques Martin, a Director of the company. Listen and answer these questions.

1

What time do Sophie's staff leave work?

2 What does Sophie suggest? 3 When will Jacques get back to Sophie?

G

e

07.6

Listen again and complete

these extracts.

Jacques

I understand 1 w h a t you ' re saYing, . Sop h'Ie, b ut 't' . t no t I s JUs possible. We 2 hire any more staff atthe moment. We don't have the money.

Sophie

I can't accept work

3. I told you months ago that my staff 4

hard.

Jacques

I don't know. It's not

Sophie

I 6 train them. Even would make life easier for us.

Which of the suggestions

5

7

part-time worker

in Exercise A do Jacques and Sophie follow?

Work in pairs. A sales representative to give him/her

to get the right kind of staff.

wants a new car, but the manager

one. Make a list of possible reasons.

The sales rep wants a new car because ...

The manager doesn't want to give him/her a new car because ...

• • •

• • •

Work in pairs. Role-play

the situation

in Exercise E.

Student A: turn to page 135. Student B: turn to page 141. Sales Manager Sales Representative

Useful language

understand you want a different car. 7hat'5 right. Last year ... r

J

EMPLOYEE

MANAGER

Describing the problem

Responding

There's too much ... There isn't enough ...

I'm sorry but ... I understand but ...

Emphasising the problem

Explaining the reasons

It's really important ... We need to ...

The problem is ... The reason is ...

Making suggestions

Responding

Why don't you ...? We could ...

OK, I'll think about it. All right. I'll get back to you.

refuses

1

A people problem

Background Buffet Inc. is a US food company with a restaurant chain in Germany. There is a big problem at their Stuttgart office: the head of the office, Sam Benetti, and the Business Manager, Max Davis, do not get on with each other.

What the staff say about Sam and Max

• ambitious • hard-working -··'He's very popular with all of us.'

• 'He wants to control everything.' • 'He doesn't help Max

a lot.'

• ambitious • hard-working • 'Customers like him a lot.'

• 'He's sometimes rude to us.' • 'If he stays, I leave.'

Listening rh.7 Last week,

Max had a meeting with Sam. Listen to this extract from their conversation. Make notes for a report.

Work in pairs. You are directors from head office, visiting Stuttgart. Student A: Turn to page 135. Student B: Turn to page 142.

1

Read your role cards and prepare for your meeting.

2

Get together, discuss the problem and agree on one of the following solutions: • Try to get Sam and Max to work together successfully . • Move Sam or Max to another part of the company. • Ask Max to leave the company.

@oo

Writing You are a director of Buffet Inc. Write an e-mail to the Head of Human Resources about the results of your meeting.

Following a meeting on ... , we decided ... because ...

~I

.. ..

Writing file page 130

O

Vocabulary Types of market

DReading The car

O

market in Russia

language focus 1 Comparatives and superlatives listening Doing business in India language focus 2

much /a lot, a little / a bit

O

~ Skills Participating diswssions

in

Case study Cara Cosmetics

"

Look at the pie chart below and answer these questions.

1

What is the population of North America?

The population

of North America

is three hundred

thirty-two mi{{ion. 2 What percentage of the world's population lives

o

and

in Europe?

Now ask and answer other questions about the chart.

l Population

by region (in millions)

Asia 3,938 (60.5%) North America 332 (5%) Latin America/ Caribbean 557 (8.5%) Europe 731 (11%) Oceania 33 (0·5%) Africa 922 (14%)

8

o 08.1

Markets I

Listen and repeat these numbers.

6,300

six thousand, three hundred seventy-five thousand, eight hundred and seven 823,120 eight hundred and twenty-three thousand, one hundred and twenty 1,255,500 one million two hundred and fifty-five thousand five hundred 10.5% ten point five per cent 75,807

() 08.2 1

Listen and underline the correct number.

Last year, the company had a market share of 10.3/103 per cent.

2 Last year, sales of the main brand increased by 30 /13 per cent. Vocabulary file

3 Last year, the company sold more than 850,000/815,000

pages 159-160

4 The company wants to increase its market share to 11.5/11.9 per cent.

units of Sparkle.

S Next year, the company wants to sell 1,100 /1,100,000 units of Sparkle.

G

Match the beginnings of the sentences (1-S) with their endings (a-e).

1

Coca-Cola is a mass market product; it

2 Selling special-interest

a) is a small but often profitable market.

holidays

b) is outside the producer's country.

is a niche market; it

(!)

c) is in the producer's country.

3 Rolex watches sell in a luxury market; they are

d) high-quality and expensive goods.

4 An export market S A home market

e) sells to large numbers of people.

Now think of products which match the types of market in Exercise C.

Nike 5hoe5 5ell in a ma55 market. Ferrari 5port5 car5 are a luxury-market

4)

Match the beginnings of the sentences (1- s) with their endings (a-e).

1

G

product.

A new market

a) is large.

2 A growing market

b) allows companies to make money.

3 A profitable market

c) is good to enter.

4 A big market

d) is getting larger.

S An attractive market

e) is at an early stage.

Match the adjectives in italics in Exercise E with their opposite meanings

(a-e). a) unattractive

d) declining

b) unprofitable

e) small

c) mature

o

Now choose adjectives from Exercise E to describe the markets in your country for these products. laptop computers self-help books

~

holidays abroad video phones bicycles beauty products

Vocabulary file

The market for laptop computer5

page 157

Selling

i5 a mature

holidaY5 abroad i5 a growing market.

market.

18 Markets

o The car market in Russia

In small groups, discuss these questions.

1

What do you know about the Russian economy?

2 In your country, what do the richest people like to spend their money on?

o

Before you read the article, match these words (1-6) to their meanings (a-f).

1

to stand out

2 flashy

G

a) standard; not designed for one particular person b) covered with something on its surface

3 encrusted

c) designed for one particular person

4 emerging

d) to be easy to notice because of being different or special

5 custom-made

e) expensive-looking;

6 off-the-peg

f)

made to impress other people

beginning to have a lot of power in trade and finance

look through the article to find at least two reasons why rich businesspeople want the most expensive cars.

Welcome to Moscow, city of the gold Rolls-Royce By Isabel Gorst

5

10

15

20

There are more and more superrich people in Russia, and they have expensive tastes. Last year, they spent $2.5bn on imported, new luxury cars. They want the most exclusive cars - models that stand out in a traffic jam. One foreign vehicle salesman says: 'Russia is a place where the rich find it quite normal to buy two or three cars at once, even if they are just flashy, summer toys.' DaimlerChrysler has a lot of rivals in that niche market, but its Russian prospects still look extremely bright. Last year, the company celebrated a record 92per-cent increase in Russian sales. It put a new Mercedes model encrusted with Swarovski crystals on display in its Moscow

e

25

30

35

40

showroom. The ice-blue crystals add €300,OOOto the price of the Mercedes SL500, one of the fastest sports cars in the world. In Russia, the most expensive cars sell best, and Russian big spenders do not ask for credit! Alexandra Melnikova, an automobile analyst, says Russians' love of flashy cars is no different from that in other emerging economies such as China, where the way you look is very important. Spending is in, and saving is out. A luxury car has become absolutely necessary for Russian businessmen in a market where, she says: 'It is important to compete on the same level.' If you drive an off-the-peg luxury car, not enough people will look at

45

you. Nearly all of Rolls-Royce's Russian clients insist on something custom-made. The first gold RoIlsRoyce is already in Moscow!

FINANCIAL TIMES

Read the article again and choose the correct answers to complete these sentences.

1

The number of very rich people in Russia is H' a) going down.

b) increasing.

c) stable.

2 Last year, DaimlerChrysler's sales in Russia were a) the same as

b) lower than

the year before.

c) higher than

3 According to Alexandra Melnikova, the situation in Russia is a) similar to

b) different from

that in China.

c) better than

4 Many Russian businesspeople want a custom-made car because ... a) they all dream of a gold Rolls-Royce. b) they want to compete on the same level as the Chinese. c) standard luxury cars are not impressive enough.

8 Markets

• We compare two people or things with comparative forms of adjectives.

Comparatives and superlatives

Sales of luxury cars are higher this year than last year. The Mercedes SL500 is more expensive than a Volkswagen .

• We compare three or more people or things with superlative forms of adjectives. The country is now the biggest market for some car manufacturers. What is the most expensive

o1

make of car?

~

page 125

Correct the mistakes in these sentences. It is morc harEi-efto break into export markets than home markets.

harder

2 China is a more big market than Japan. 3 Our market share is more low than it was last year. 4 The rate of inflation is more bad this month than it was last month. 5 This month's sales are more high than last month's. 6 The Asian market is more good than the European market for rice.

o

Complete these conversations using the superlative form of the adjectives.

1

This is a good product. YeS,1't' s the best pro d uct on th emar k e.t

2 This is an expensive hotel. Yes, it's

place in the city.

3 She is a very popular manager. Yes, she's

head of department in the company.

4 This is a cheap product. Yes, it's

product in the catalogue.

5 This is a very competitive market. Yes, it's

market in Asia.

6 This is a bad year. Yes, it's

G

year in the last ten years.

Complete this article with the appropriate form of the words in brackets.

I opened a hairdressing salon last year. The . .fTI.Q$.t. irrp9.r:tQr.t. (important) thing is to think about your target customers. My hairdressing salon is located in my parents' hotel. My customers are 2 (old) and 3 (rich) than my main competitor's. They like excellent service and a cup of coffee. My main competitor's customers are .•••...••..•••....... 4 (young) than mine. She offers a 5 (cheap) service than I do. However, my salon is .••...•••..•••..••... 6 (comfortable) than hers. My 7( eXCl ..tmg ) customer is a famous model. 1

-

J

I8

Markets

o Doing business in India

Work in small groups. Tell each other what facts you know about India. Make a list.

e 08.3

Listen to Sun it Jilla, a cross-cultural expert, giving advice to people who want to do business in India. Number these features of India in the order in which he mentions them. a) Things can be much slower than in your own country. b) There are strong regional differences. c)

i...

It is important to have an open mind ....

d) There is a need for harmony.

e) There are many sub-cultures. .•

Sunit

Jilla

G 08.3 Listen again and complete these summary notes about two of the points Sunit makes. • Secondly, there is a .. J!JP.0f:CI! arrive; then you will see the modern India.

1 India,

which you will meet when you 2 India, which is the foundation of

You should try to understand how these two are part of the same country. This will really 3 you to be 4 and 5 in India. • In summary: before going to India, you need to 'do your need to learn about several aspects of Indian life, both

7

6'. You and

8

(i) 08.4 Listen to the second part of the interview. Then choose the best answers for these questions.

1

The first mistake foreigners make when doing business in India is that they ...

a) come for a very short time. b) don't spend enough time socialising with Indian people.

c) don't think that there are big cultural differences.

2 Secondly, foreigners do not always understand that ... a) Indian people see time in a flexible way. b) they may shock people if they are not punctual for meetings.

c) they mustn't work during national holidays. 3 Thirdly, foreigners sometimes ... a) think that Indians are aggressive, which is not true. b) complain that Indians do not respect people from other countries. c) forget that Indians like to keep their self-respect. 4 Fourth, foreigners are often surprised that Indians ...

a) are very good negotiators. b) have no negotiating

skills.

c) use forceful negotiating language. S Finally, another cultural difference is that ...

a) foreigners usually think that they should start by building a personal relationship. b) Indians are less task-focused

than many foreigners.

c) Indians have more respect for traditional values.

8 Markets

I

• II .!.oI1t:l!.ol:.flll

• We use much or a lot with comparative adjectives to talk about large differences. Much is more formal than a lot.

much / a lot, a little / a bit

Fruit snacks are much healthier than sugary snacks. New Zealand is a good market, but Australia is a lot more attractive. • We use a little or a bit with comparative adjectives to talk about small differences. A little is more formal than a bit. The PDXIOO is a little more expensive than the PDX200. This month's sales are a

o

Complete

1

bit higher than last month 'so

these sentences

about the cars.

The Rolls-Royce is

2 The Ferrari is

bigger than the Ferrari. bigger than the Smart Car.

3 I think the

is faster than the

4 In my opinion, the

G

page 125

~

is

. comfortable than the

.

Talk about sales in France and in Spain. Use this chart. •• 2,000

Sales in France Sales in Spain

.'"

o o

-3 CJV

1,000

Quarter

In the firM quarter, sales in frana

were a little hi9her than in Spain.

In frana, sales in the second quarter were much hi9her than in the firM quarter.

G

Compare these two pool tables

using

much, a lot, a little

and

much.

The C.lassic pool table is a bit wider than the Trainer pool table. Trainer pool table

Classic pool table

Width

93

Length

176 em

95 em 180 em

Height

78 em

80

Weight

25 kg

50 kg

€144

€280

Price

em

em

~

Vocabulary file

page 160

I8

Markets

Skills

o 08.5

Three marketing executives, Jacek, Paul and Anna, talk about a new morning snack called Krakel. Listen to their conversation and underline the correct answers.

Participating in discussions

1

Who does Jacek want to target with the new bar? a) children

b) rich women

c) young workers

2 Jacek says more people these days ... a) do not have breakfast.

b) have breakfast on the way to work.

c) eat breakfast at home. 3 Krakel contains ... a) no sugar.

b) a bit of sugar.

c) a lot of sugar.

4 Krakel contains ... a) no fruit.

o 08.5 1

b) a bit of fruit.

Listen to the conversation again. Complete these extracts.

Sorry, Paul, I don't .. fig.(t:f .... with you.

2 I

we need to target young working people.

3 you're

There is a big market for morning snacks.

4 How do you

about this, Anna?

5 I really 6 OK

e

c) a lot of fruit.

the idea. call a meeting and talk to the rest of the department.

Look at the extracts in Exercise B. Decide whether the speaker is: a) agreeing. b) disagreeing. c) asking for an opinion. d) giving an opinion.

e) making a suggestion. CD Work in groups of three. Role-play this situation. You are taking part in a marketing meeting. You are discussing the name and price of a new cereal bar and how to promote it. Student A: Turn to page 138. Student B: Turn to page 142. Student C: Turn to page 143.

Useful language

J

Agreeing You're right. I really like the idea.

Giving an opinion I think ... In my opinion ...

Disagreeing (Sorry,) I don't agree with you. I'm afraid I don't agree.

Making a suggestion Let's ... How about ...?

Asking for an opinion What do you think? How do you feel about this?

8 Markets

Cara Cosmetics Background Cara Cosmetics is an international company based in Italy. It sells body-care products. Its target market is usually women who buy the products for the whole family. Cara Cosmetics is launching a new shampoo. Competitors' products Name

€1O €10 €8 €5 €14 €7 €4

Price

200 100 ml ml ml Size hairdressers Outlets 300 250 150 ml ml pharmacies supermarkets

HairGlow

Shinesoft

Sheen

The new shampoo The biggest competitor is HairGlow. Look at the options below for the new shampoo. Names Finesse Radiance Silk

Selling prices (for 30oml) Less than €8

Age groups

€8

26-50

More than €8

51+

18-25

Bottle sizes

Income groups Low Middle

300 ml only 300 ml and 100 ml 500 ml, 300 ml and 200 ml

High

Main outlets

Target markets Women who buy the product for the family Women who buy the product for themselves Men who buy the product for themselves

Supermarkets Pharmacies Hairdressers

Work in small groups. Look at the information and discuss how Cara Cosmetics needs to

Writing

launch its shampoo.

Write a short description of the new shampoo for Cara's catalogue.

Decide on the name, price, age group, size, income group, target market and main outlet.

:)

Writingfile page 133

J

9 listening Unipart

O

language focus 1 Present continuous Vocabulary Describing companies Reading Natura

o

language focus 2 Present simple or present continuous Skills Starting a presentation Case study You and your company

II]

0

Do the companies quiz. Discuss your answers with a partner. Then turn to page 144 to check your answers.

Which company: 1 began in 1865 as a forestry and power business? a) Ericsson

b) Nokia

c) Motorola

2 produces the most successful toy in history? a) Disney

b) Fisher-Price

c) Mattei

3 has its head office in San Francisco? a) Levi-Strauss

b) Nike

c) Calvin Klein

4 buys more sugar than any other company in the world? a) Nestle

b) Coca-Cola

c) Suchard

5 employs more people than any other company? a) Wal-Mart

b) Siemens

c) General Motors

6 has the largest factory in the world? a) Boeing

b) Ford

c) Sony

7 was started by RayA. Kroc in 19557 a) Burger King

G

What famous companies

b) Kentucky Fried Chicken

c) McDonald's

come from your country? What do they do or make?

?

_ 9 Companies J

The Unipart Group of Companies (UGC) is a service provider for clients like Vodafone, Jaguar, Airbus and HP"It is one of the largest private companies in the

~ ~

UK"

09.1 John M.

Neill CBE is Group Chief Executive of UGc. Listen to the first

part of the interview

and complete

these notes about the company's values.

The company's values are: "d • a c Iear gUI"d"Ing Ph"lI osop h y: t 0 understand "....• 1 t h e rea l an d perceive ••••• """" ••••••••• 2 of our customers better than anyone else, and .................. 3 them better than anyone else; • a corporate """"",, personal customer

John Neill

4

that requires us to deliver outstanding 5 to all of our customers;

• a very strong "" .. ".". 6 which demands that we, as individuals at every level in the company, work very hard to inspire all of our stakeholders to want to have a lifetime 7 with our company.

Q 09.2 Now listen

to the second part of the interview

and answer these

questions.

1

What was Peter Drucker's warning?

2 When did UGC build its own company university? 3 What is the university's mission? 4 Why does UGC help employees reskill themselves? ·"":I".l:"II(I

• We use the present continuous to talk about temporary actions and situations that are happening now. The factory is working seven days a week. We are selling in 72 different countries. What is Jackie doing? She is talking to a customer. • The present continuous is formed with be and the -ing form of the main verb. ~

Present continuous

o

Complete these sentences in brackets.

1

BMW

i5 5elfinfi3

with the present continuous

(II) se

2 People 3 I

form of the verbs

M'InIS .. In Ch'Ina now.

(work) in the factory 51 weeks a year. (call) about a problem.

4 Many Chinese people

"

5 She

(learn) English.

(attend) a course on presentations.

6 He

(not work) in the office today.

7 They"""

Q

page 126

(entertain) some foreign guests"

Complete the article below about the food group Pret A Manger. present continuous form of the words from the box.

inrn:qc;p

export

plan

expand

Use the

translate

The number of Pret A Manger (PAM) shops. jp. .in~r.f:\lp.in~ 1 not only in London, but also in other parts of the UK. At present, PAM its overseas business, particularly in China. Currently it advertising material into Chinese. PAM to Hong Kong and Japan. PAM

""

""." 5

2

3 4

its

its winning formula

to open new shops in New York.

l

9 Companies

II It: II

Describing companies

These sentences

describe two companies,

Choose pairs of sentences

Autotech

with the correct company. AUTOTECH

!II

and Green Fingers.

which describe similar things and match them

GREEN FINGERS

A large car-parts company

A small garden-products

company

Tohn Smith started Autotech in Iq&o.1 Creorge and Tames Hawkins began Crreen Fingers in the Iqzos. 1 John Smith started Autotech in 1960. 2 It has a workforce of 2,500. 3 Autotech exports to over 12 countries. 4 It manufactures car parts. 5 It introduces one or two new components each year. 6 It employs about 35 people. 7 Green Fingers sells some of its products abroad. 8 It makes garden products. 9 George and James Hawkins began Green Fingers in the 1920S.

10 Green Fingers supplies the gardening industry. 11 It launches 12 new products a year.

12 Autotech provides components for the car industry. Now underline the verbs which mean the same thing in each pair of sentences in the table in Exercise A.

Tohn Smith started Autotech in Iq&o. Creorge and James Hawkins began Crreen Fingers in the IqZOs. Use verbs from Exercise A which you underlined company

to complete

this

profile.

GKS Services ..b.egqr. ... I in 1989 when Dieter Norland left his job as an engineer in the computer

industry.The company """""",,2

high-tech security alarms and

3

its

products allover the world. It " " """""

4

I50

people at its factory near Rotterdam, although the company's head office is in Amsterdam and """""",,5

a staff of20.The

company

"". " "" ".6 a number of new products each year: GKS Services

7

security industry and" """"""

products to the 8

domestic

alarms for the general public.

.L Now write a similar

profile for your company or a company you know well.

9 Companies

o

A In small groups, discuss these questions.

1

What kind of products are often advertised as 'natural'?

2 In your country, what is important for people when they buy cosmetics and things like soap, shampoo or toothpaste? 3 Nowadays, many companies want to be 'ethical', i.e. to behave in a morally right way. What do you think that means in practice?

o1

(1-6) to their meanings (a-f).

Before you read the article, match the words toiletries

a) a group of products of the same type that a company makes

2 sophisticated

b) the money a company has after paying tax and other costs

3 revenues

c) who knows a lot about fashion and the modern world

4 a range

d) that you can destroy without making the environment dirty

5 biodegradable

e) things like toothpaste,

6 net income

f) money that a business gets from selling goods

soap, shampoo, etc.

over a period of time

G

Look through the article below and complete this fact file. Name: Location: Chief Executive:

Natura ...................

Type of products: Number of products: Revenues:

Natura aillls to expand internationally By

5

10

15

20

Peter Marsh

Natura is a fast-growing Brazilian cosmetics and toiletries company which started as a small laboratory in a garage in Sao Paulo 37 years ago. Today, it is trying to go international. Natura picked France as the first country outside Latin America to try out its ideas. 'We wanted to choose a sophisticated market where people want things to be very good,' says Alessandro Carlucci, Natura's Chief Executive. 'We wanted a test that was tough.' Mr Carlucci says the experiment was successful. Within five years, he says, Natura wants to have 'at least' 10 per cent of its revenues coming from outside Brazil, compared with 3 per cent now. Apart from Brazil and its small operation in France, Natura

e1

currently sells its cosmetics in a few other South American countries. It sells a range of 600 soaps, shampoos, skin-care lotions and similar 25 products. All of them are based on about 900 natural ingredients, sourced mostly from farmers in the Amazon rainforest. The company promotes itself as an 30 'ethical' company that works with growers who harvest their products in an environmentally sensitive way. It also uses biodegradable packaging. 'What makes them different from 35 other companies is their corporate values. They really want to make the world a better place,' says Mauro Cunha, Chief Investment Officer at Franklin Templeton Investimentos 40 Brasil.

Results are good. In the first nine months, revenues were up 21 per cent to R$2.7bn (US$1.3bn). Net income rose 33 per cent to R$344m.

FINANCIAL TIMES

Answer these questions. Where does Natura sell its products?

2 What is the company's target for the next five years? 3 Where does the company get the ingredients for its products? 4 What makes Natura an 'ethical' company? 5 Why did Natura choose France to find out how successfully it could expand abroad?

r

L

9 Companie~

G

Match the words (1-5) to the nouns (a-e) to make word partnerships used in the article.

1

o I~~E]I

a fast-growing

a) values

2 chief

b) ingredients

3 corporate

c) lotion

4 skin-care

d) executive

5 natural

e) company

Make a note of two facts about Natura that you find particularly interesting. Then compare and discuss your ideas in pairs.

Complete the rules with present simple or present continuous. • We use the to describe permanent situations, ones which won't change.

Present simple or present continuous

r work in Paris.

• We use the to describe temporary situations, ones which happen for a short time. I'm working in Paris. :: page 126

"

Underline the present simple or the present continuous form of the verb to complete these sentences.

1

I stay I am staying at the Ritz every time I'm in New York. I stay I am staying at the Ritz at the moment.

2 She works I is working at home today. She works I is working at home every day. 3 She often calls lis calling Russia. At the moment, she calls lis calling a customer in Moscow. 4 I don't usually deal Idea ling with the paperwork. I deal lam dealing with all the paperwork while Susan is away. 5 It normally takes lis taking about two months. But this delivery takes lis taking longer than usual. 6 We normally use lare using a London firm. This time, we use lare using a different company.

G

Complete this article with the present simple or the present continuous form of the verbs in brackets.

The Inditex grou~ The Inditex group .. Q~IJP..... 1 (own) six fashion chains including Zara. It 2 (have) around 1,500 stores worldwide. It ................... 3 (operate) in 44 countries. Inditex 4 (employ) 27,000 people and 5 (have) more than 200 fashion designers. Currently, the fashion designers year's designs. The Inditex group the moment, and it fashion leader.

(work) on next 7 (do) very well at (try) to become a global 6

8

Amancio Ortega, the founder of Inditex, also (invest) in property and hotels. Most of this year's investment . .. .. .. .. .. .. .. .. .. . 10 ( stay )' m Spam.

9

I

ction n office section desk

m nt

---------------------------------------------------.-~-.-9 Companies

G Work

in pairs. Role-play this situation. Student A works at the EBB Bank. Student B works at the Goldcrest Hotel. Take it in turns to show each other around your company. Say what happens happening

in each area and what is

now.

Student A

EBB Bank serve customers cashier /happening /listen to/ aan complaint What happens Assistant Manager exchange works Manager foreign customer Assistant currency arranges /Manager change /customer dollars tointo a customer euros staff answer on Manager questions the isphone /talk meet important client What now receptionist /from / talk to a/ customer's

Area

customers loans for customers

This is the main half. We serve customers here. At the moment, a cashier is talking to a customer

Student

B

Goldcrest Hotel Area

sell souvenirs serve breakfast, maid lunch the room welcome prepare guests stay and guests, waiter sales cook/assistant answer /clean meals clear//calls /talk the // help customer What happens chefs /is prepare today's lunch What happening now receptionist /tables to /aaguest

and dinner Reception

This

is

the kitchen.

We

prepare and cook meals here. At the moment, the chefs are preparing today's lunch.

L9 Companies

_

o 09.3

Listen to the start of a presentation. Number these items (a-e) in the order you hear them.

Starting a presentation

a) There are three parts to my presentation. Firstly, ...

D

b) By the end of my presentation you will understand clearly our future plans.

D

c) Good afternoon, everyone. My name's Ricardo Valdes.

IT]

D D

d) I'd like to talk about our new marketing strategy.

e) Finally, the details of the costs ...

G Exercise 09.3 Listen again. Match the headings (1-4) to the items (a-e) A. 1

Topic of the talk

3 Greeting the audience

2 Aim

G

in

4 Plan of the talk

Work in pairs. Prepare an introduction to a presentation. Then introduce the presentation to each other. Choose role A or role B, and use the notes to introduce your presentation. Add any information you wish. Role A Topic The launch of your company's new product Plan

1

The background to the launch

2 The features of the new product 3 The advertising and marketing plans Aim

To give a clear idea of the sales potential of the product

Role B Topic

Your company's new e-mail system

Plan

1

The background

2 Why the company needed to change the system 3 How to use it and to report faults Aim

To give a clear idea of how the new e-mail system improves communication in the company

Useful language

J

Greeting Good morning / afternoon. I'm ... Hello, everyone. Nice to see you again. Hi, I'm .... Good to see you all.

Plan There are three parts to my presentation. My presentation is in three sections. Firstly, ... Secondly, ... Finally, ...

Topic My subject today is ... I'd like to talk to you about ... I'm going to talk about ... The subject of my presentation is ...

Aims By the end of my presentation, you will have a clear idea of ... By the end of my talk, you will understand how / why ...

9 C~mpanies

You and your company

Background You are beginning a training course on giving presentations. The trainer has provided a structure for an introduction. She asks you to introduce yourself and the company you work for. You are all from different parts of the world and different industries.

1

Work in small groups. Turn to page 137, choose role card A, B or C and read your company profile.

2 Prepare an introduction for a presentation about yourself and the company you work for. It should last approximately one minute. 3 Make your presentation to the other members of your group Try to answer any questions they ask. 4 As a group, decide what you like about each presentation. Why was it interesting?

Structure for introduction

e

Greeting Your name Your nationality Your position

€)

Topic Your company


Plan Company products or seNices Important figures: number of employees, turnover, profits Your duties

Writing You are a representative of your company. Write a short profile of the company. Include some of the information from the introduction to your presentation. Writing file page 133

Unit ( Revision

Read this text about Peter Drucker. Then complete the questions below.

Peter Drucker is one of the greatest management gurus of all times. He was born in Vienna in 1909. After finishing school, he started working in banking and then in journalism in Germany. In 1937, he moved to the United States. There, he became a freelance writer and a professor of management. He taught at New York University for over 20 years and at Claremont Graduate University in California for over 30 years. He died in 2005. Drucker spent a lot of time looking at how managers do their work. Then, in his books, he explained how managers could be more efficient. He wrote more than 30 books, which were translated in about 20 languages. He also worked as a consultant to many famous companies and also to governments. He believed that the greatest responsibility of a company is to serve its customers.

Answers

Questions

1 .. Whfr.~.'!".qP

Drucker born?

In Vienna.

2

working in banking?

After finishing school.

3

to the United States?

In 1937.

4

he

At New York University and in California.

5

at New York University?

For over 20 years.

6

he

In 2005.

7

books

?

?

More than 30.

?

8 Markets tIlt; It

Write these numbers in full.

1

260

....

ty-/Q.

hl).rJdrf-.q.~.(ld.$i~t1

.

2 6.8

3 14·5% 4 1,040 5 4,080 6 18,000,000 Complete the sentences below with the words from the box. ~

1

mass

f?
mature

niche

profitable

share

unattractive

]

markets are usually harder to enter than home markets.

2 A market does not have many buyers, but it can make good profits for companies. 3 Last year, our company increased its market 4 Levi's jeans sell in a 5 Qatar is a money.

market. market - it allows companies to make a lot of

6 The market for mobile phones is a fast as before. 7 If a market is

to 18%.

market. It isn't growing as

, companies don't think it's good to enter.

I Unit C Revision Correct each of these sentences by adding one word in the right place. is 1 Indiava bigger market than Saudi Arabia.

2 The Assistant Sales Manager is the popular person in the company. 3 The rate of inflation is better now two years ago. 4 What is most expensive PC? 5 Brazil is a competitive market than Chile. look at the sales and profit figures for three clothing retailers. Then complete the article below with the correct words and phrases from the box. 223 +2 +1.2 11 €m Sales 2.1 +% 14 +9 +Profit 12 %38 change change 24 14 €m

1999) 005) d 1991)

Health-food shops supermarkets

a little

faster

lower

more interesting ---f+l..bl.ffi the most the oldest

slowest

the best

The three biggest clothing retailers performed relatively well last year. If we IJI.L!{-h 1 look at the sales figures, we can see that Tara's sales were higher than its competitors', while Orb's sales were just than Zileti's. But the percentage change in sales is sales figures. Tara,

4

3

2 lower than the

company, shows a much

5

growth than its competitors. It is, in fact, the youngest company, Orb, which shows 6 impressive growth in sales. Let's now turn to profit figures. Here, Zileti shows performance. Its profit grew much showing the and 14% for Zileti.

9

7 8

than Orb's or Tara's, Tara

profit growth at 2%, compared with 9% for Orb

Use the information in this table to write a short report comparing two soft drinks, Solo and Fizz! Select Teenagers 1.375 1,950 All All people 109 who Sales Main volume outlet 1st quarter: €1.05 1st quarter: 34g Sugar content 85 330ml 2,215 cents supermarkets Selling Target price market 2nd quarter: hectolitres) (in million 1,600 2nd quarter:

~

Unit C Revision

9 Companies

I

Utt; ••

For each item meaning

(1-5),

~

1

complete

the second sentence

to the first sentence.

launches

so that it has a similar

Use one word from the box each time.

manufactures

supplies

workforce

We sell some of our products abroad. Y'!.e.

,fN
2 Our company provides products for the energy industry. Our company

the energy industry.

3 Florite makes air conditioners . ........................

air conditioners.

4 We employ over 300 people . of over 300.

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

5 It introduces five new products each year . ........................ Complete

five new products a year.

these sentences

with the best form of the verbs in brackets:

present

simple or present continuous.

1

We. mc;1nl!fG!~t!J.r:f-. computer parts. We are a very successful company. We ... f?:JSp.Qrf. to more than 25 countries. (manufacture / export)

2 We always on time, and we as fast as we can. (deliver / deal)

with this special delivery

3 This time, we an agent based in Shanghai, but we normally ............... our Glasgow agent. (use / use) 4 Jeff is from Sales, but this week he ............... with complaints. (work / deal)

in Customer Service. Today, he

5 This summer, we 20 extra staff because it's so busy. Normally, we ............... 75 people altogether. (employ / employ) 6 Our company we Complete

1

about five new products every year. At the moment, a new range of soft drinks. (develop / plan)

these sentences

I'm going to talk ....

from presentations

~~p.I!.t. Geotel's investment strategy.

2 There are four parts 3 My talk is 4 ............... 5 I'd like to talk 6 The subject

with the correct prepositions.

my presentation. three sections.

the end 0 ur strategy.

my presentation, you will have a clear idea you

our new marketing strategy.

my presentation is our new e-mail system.

7 First, I'll say a few words ............... our new product. 8 Then I'll describe the features

the background the product.

the launch

Vocabulary e-commerce

1

Listening Effective websites

O -

language focus 1 Talking about future plans Reading Net-a-Porter

O

Vocabulary 2 Time expressions language focus 2 will Skills Making arrangements Case study Isis Books pic

designed it for a social effect - to help people work together. Tim Berners-Lee, inventor of the World Wide

o

What do people use the Internet for? Complete the activities below with words from the box. Add some other activities to the list. keeping

researching buying

1

o

shopping booking doing using

getting

bookint1i). alrlnetlc . I' . ket s

2

books and CDs

3

forfood

4

chat rooms

5

in touch with family and friends

6

news and sports results

7

a project

8

a course

What do you use the Internet for? How often do you use it? Wh,at sites do you recommend?

10 The Web

G

What do you think the following people use the Internet for? Talk about your ideas in pairs.

Mathilda

Brad

19-year-old

Swedish

psychology London

student

Derek

34-year-old

Sales Manager for a drug

in

company

( thin/( Mathilda

American

70-year-old retired British architect

in Paris

uses it for studying.

o 010.1

Now listen to the three people talking about the Internet. Note down what they use it for. Mathilda

Brad

Derek

researching a prQject

Read this paragraph about e-commerce. Match the words in blue (1-12) with their explanations or synonyms (a-l) below. A typical e-commerce transaction1 begins when you browse through a website3

and select an item you want to buy. You place an order for that item

by clicking a button that puts it in your shopping cart4• The software then takes you to a new screen. This screen displays5 the total amount you have to pay and asks you to key6 your credit card details. Your computer then sends this information to the seller's server, which verifies? all the details. The transaction can be 'approved's or 'denied'9. If it is approved, the shopping-cart

program

sends an e-mail to the seller telling them to fulfillO the order, and an e-mail confirmation

of the sale to you. Finally, the bank credits" the seller's account

and debitsl2 yours.

D DD containing information business a) takes j)l)i) money out ofdeal h) trolley carry accepted outon k) a place the Internet e) look for information

What do you buy on the Internet? What problems do you have when shopping on the Internet? What are your favourite websites? :)

Vocabulary file

page 154

J

[10

The Web

o Effective websites

You are going to hear an interview with David Bowen, a website consultant. Before you listen, complete the definitions below with the words from the box.

1

break down

1

deliver

If you then write it down.

draw up

fulfil

a list, a plan, etc., you think about it carefully and

2 When cars, machines, etc. 3 If you

, they stop working properly.

a role, a task, an obligation, etc., you complete it.

4 If you something, you do what you prom ised to do or what people expect you to do . ..•. David Bowen

e

Complete these sentences about what people need to do for a business website to be effective using the verbs from Exercise A.

a) They must make sure that the website is easy to use, and it doesn't ..................

over time.

b) They need to build a site that can the necessary tasks, looking from the different viewpoints of a number of different users. c) They need to produce.

a list of tasks that they want their site to

d) They need to understand what a website can

- what it's

good at, and what it's not so good at.

e 010.2

Now listen to the first part of the interview and list the points (a-d) in Exercise B in the order that David mentions them.

1

o

2

3

4

.

Work in small groups. Tell each other about a good business website that you know, and what you like about it.

o 010.3

Listen to the second part of the interview and complete this extract.

The Otis elevator or lift company has a very interesting website because it actually helps people decide 1 lifts they want, they should be, and what capacity they need to be. So it's using the •••••••••••••••••• 3 strengths of the Web to actually help people ••••••••••••••••••

4.

o 010.4

Listen carefully to the last part of the interview. Decide whether these statements are true or false.

1

Television commercials and print media don't have an advantage over business websites.

2 If the message you want to communicate is complicated, use a website. 3 Television is much better than websites at getting across short messages. 4 The print media aren't very good at displaying high-quality

images.

5 It's more difficult to make an image look beautiful on a computer screen than in a quality magazine.

2

10 The Web

Talking about future plans

• We often use the present continuous to talk about appointments and meetings. What are you doing on Friday? She is visiting the suppliers next week. • We also use going to for future arrangements

and plans (when we have

already decided to do something). We're going to launch a new website. I'm not going to study computing next year ..

"

page 127

:)

Complete these sentences using going to.

1

What

you

2 Well, 1

do?

not

sell the company.

Complete these sentences using the present continuous form of the verb in brackets.

1

What

2 They

e

they

next week? (do)

not

They're on holiday. (work)

Complete these sentences using the present continuous form of the verb in brackets.

I ~rn.r!!f.~~in9

1

(meet) Mr Yamashiro next week. He

on Tuesday night. On Wednesday, 1 1

4

3

2

(arrive)

(take) him to the factory.

(not see) him on Thursday. But 1

5

(drive) him to

the airport on Friday.

G

010.5 Listen to Kazumi and David talking about their plans for next year. Decide whether these sentences about their plans are true or false. 1

'\ "'

true

Kazumi is going to change her job.

2 Kazumi is going to stay in the city.

..•.,"

3 She is going to save some money. 4 David is going to change his job.

f

S He is going to take a computer course. 6 He is going to go abroad.

4)

G

Tick the plans below which are true for you. Add four more plans to each list. Next week

Next year

D D

Have a meeting

D D

D

Do my homework

D

Give up smoking

D

Phone my parents

D

Change my job

Go on a business trip

Go abroad Design my own web page

Work in pairs. Tell your partner about your plans for the future.

J

110 The Web

o

In small groups, discuss these questions.

1

Why would you (or wouldn't you) buy clothes on the Internet?

2 A large number of people worldwide visit fashion retailers' websites. Why do you think that is? Make a list of three reasons.

o

Look through the article about Net-a-Porter and complete this fact file.

Net -C)- Porter ...................

Name of web store: Workforce: Founded in: Annual turnover: Location of distribution

centres:

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

and

.

Online business model dressed to kill By Vanessa Friedman 'won't survive When Natalie Massenet was trying 25 luxury brands without an online sales channel'. to raise money for her Internet Over 40m Europeans buy clothes start-up, Net-a-Porter, a luxury online, and this number will online fashion boutique, no one was continue to increase. Experts 5 interested. 'People were throwing 11 millions of pounds at almost any 30 predict it will grow to over 70m by 2009. web company then. But they heard AWt FAS The website combines content "women" and "fashion" and "Internet" and said those words with commerce: it is designed as a 10 didn't go together,' says Ms magazine, and everything is for sale Massenet. 35 and delivered worldwide within 48 hours. But Net-a-Porter, founded in 2000, can now claim to be 'the world's first Net-a-Porter is expanding very fast. Ms Massenet says: 'Because we truly global luxury fashion retailer'. 15 It doubles its revenues every year, have no physical limit to the and sales are now at £37m. It has a 40 amount of designers we stock, we distribution centre in London and 1 can offer a very wide range. But one in New York, and employs everything we offer has to be trendFA: AW almost 300 people. The web store setting fashion.' We e-mail 20 attracts an average of 90 new information about new products to this business. And customers spend customers a day from 101 countries 45 customers regularly, according to their favourite designers. 'You 50 a lot of money in that kind of (including Fiji and Greenland), who couldn't do that in an offline store,' environment. Seven or eight years each spend an average of £400. she points out. 'That's the beauty of ago, nobody believed that.' According to Forrester Research,

FINANCIAL TIMES

G

Read the article again and choose the best answers to these questions.

1

It was difficult for Natalie Massenet to raise money for her Internet start-up because people ...

a) had no money for web companies. b) did not think she had a good business idea.

2 Net-a-Porter can say it is a truly global fashion retailer because ... a) its revenues double every year. b) its customers are from over 100 different countries. 3 Forrester Research suggests luxury brands need an online sales channel ...

a) because the number of people who buy clothes online will grow rapidly. b) if they want to compete successfully with Net-a-Porter. 4 Net-a-Porter offers a very wide range because ...

a) customers e-mail information about all the designers they like. b) it can stock as many designers as it wants.

10 The Web I

Complete the future time expressions below with words from the box.

Time expressions

tomorrow

1

end

after

weeks'

near

--nc-},+

now

weekend

Sales of luxury cars will double by ... n~?<.~ ... year.

2 In two

time, we'll review the budget.

3 We're entertaining the suppliers

evening.

4 They will introduce the new marketing strategy in the S She wants us to increase exports before the 6 Our launch deadline is the week

future. of June.

next.

7 He's going to rebuild the website at the

.

8 Your flight will board a couple of hours from

.

• We use will + infinitive to talk about future events and predictions. Sales will continue

to grow.

• We also use will + infinitive for offers. You're busy. I'll finish

the report for you.

• The negative is will not or won't. Our company will not (won't) survive without an online sales channel.

~

o

page 127

Read these sentences from a chairperson's IT plan. Put will in the correct position in each line.

will

1

All our catalogues 'be online by next year.

2 In ten years, 80% of our sales be online. 3 Most of our customers order their products at their computers. 4 Customers open one account to make all their purchases. S Security not be a problem. 6 As a result, efficiency improve.

G

Match the statements

(l-S) to the offers (a-e).

Statements

1

G

I haven't the report.got a hard copy of ~

Offers

~

a) b) I'll I'll carry print itone outfor foryou. you.

2 I can't find Susan's address. 3 I think it's time to go home.

c)

4 These boxes are so heavy.

d) I'll give you a lift to the station.

S I'm very thirsty.

e) I'll e-mail it to you.

I'll get you a drink from the machine.

Work in groups. You have been asked to organise the launch of your new website. The launch will be in your office, and you have only a small budget. Offer to do as many things as possible. Here is a list of things to think about. Can you add any more? • inform the local media

• order snacks and drinks

• design the invitations

• make a welcome speech

• send out the invitations

• give a presentation about the website

01<

!'II inform the local media. { know a lot of people in town, I'm

sure they'll help.

~

_

\10 The Web

~<::-

~

, " Skills: ~

w __

~ •••••• ,-",;;

o 010.6 call

Making arrangements

1 2 3 4

G

(1-4)

Listen to four people making arrangements to the situation (a-d).

a) changing an existing appointment

IZ:::J

D D D

010.6 Call

by phone. Match the

b) apologising for missing an appointment c) making an appointment d) suggesting an alternative day Listen again and complete

these extracts.

1

Manfred Jane

What's a good day for you? I can ... rD.qKe: ..... 1 Wednesday. How about ten o'clock?

Call 2 Manfred Ian Manfred

How about 2 in the week? Is Friday OK? Yes, I can do Friday morning after 11. 3 for me. Friday at 11.30 Yes, that's ••••••••••••••• 5 then.

4

Call 3 Nadia

Sorry, but I need to 6 the time of our meeting. ,7 make it on Monday now. 1

Call 4 Bob

G

I'm very sorry I was delayed. I'll

Work in pairs. Role-play

1

8

our meeting this afternoon. My flight 9 you again later.

these situations.

The Managing Director of Alpha Printing calls a customer to arrange a meeting next week. The MD suggests a time and date. The customer agrees.

2 The MD calls a supplier and suggests a meeting on Friday 20 March. The date and time are not suitable for the supplier. The supplier suggests another date and time. The MD agrees. 3 A customer leaves a message for the MD. The customer was ill and missed a meeting at 11 a.m. The customer will call the MD later in the day. / :)

Useful language

Vocabulary file

pages 158 -159

J

Asking

Declining

What time is good for you? What's a good day for you? What time I day suits you?

I'm afraid I can't make (time I day). I'm sorry I can't do (time I date). Apologising

I'm sorry I missed our meeting at Ion (time I date). Sorry I didn't make it on time.

Agreeing

I can make (time I day). I can do (time I date). (Day I Time) is fine for me.

Giving an excuse Suggesting a different time

How about (time I day)? Is (date I time) OK for you?

I

day

My flight was late. The traffic was very bad.

I was ill.

10 The Web

Isis Books plc • Le~ve

Background

LolI'vc/OIl'v:

SL,{II'vc/~!::l1.5tVljL,{lI've.

Isis Books plc sells business books on the Internet. On 3 June at its head office, Isis Book's Marketing Director and two overseas sales representatives are planning a sales trip to Poland and Russia. Their plan is shown on the right.

• Attell'vc/

wec/lI'vesc/~!::l1.l?tVljL,{lI've _ n'~c/~!::l 2otVljL,{lI've • RetL,{y"1I'v to LolI'vc/OIl'v: TL,{esc/~!::l 24tVljL,{lI've • ALLow

Customer information

eXVt~b~t~oll'v~1I'vMosc,ow:

Vt~Lf~ c/~!::lto tY"~veL

fY"OVlA oll've c,~t!::lto ~lI'votVter.

These are the important customers they want to meet.

W0wnv,

POl0vtd

• Visit two bookskops

(luvt(h?).

0f1£

bookskop pl0ces ovtly sm0LL orders. • Af1.,I't0

M0slyk,

He0d, IlUtitufe,

Ecovwmics (h0Lf d0Y

+

of

diVlYl£r?).

•Jerzy I0tPM, HC0d, Sckool of ForelJV1. Ir0de (h0Lf d0Y + luvt(h?). Moscow, Nissi0 • Visit

three bookskops (Luvt(h?).

bookskop is 0 !3ooks .

f1£W

• S vetl0V1.0 k1imov0/

very import0VJ.t

Nissi0V1. publisVccr (1 d0Y

St Petersbu~q,

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Cl{Jtomer for Isis

+

diVlYl£r).

Nissi0

• !3oris ShishkiV1., Director, IlUtitute EcoVJ.Qmics(h0Lf d0Y

+

of

luvt(h?).

Writing 1

Work in groups of three. Choose a role. • Marketing Director: Turn to page 136. • Sales Representative for Russia: Turn to page 142. • Sales Representative for Poland: Turn to page 144.

2 Read your role card and note down the information. 3 Share the information with your group. 4 Plan the schedule for the visits.

Write an e-mail to one of the customers to confirm the date and time of their appointment.

:> Writing file page 130 800 Dear ..., I am writing to confirm the details of our appointment ....

[

J

./

I

./

OVERVIEW

O

Vocabulary Company cultures Listening Cultural mistakes Language focus 1

should /shouldn't Reading Wal-Mart in Germany

O

o

Language focus 2 could /would Skills Identifying problems and agreeing action Case studyof culture A change

We don't see things as they are, we see things as we are. Attributed to Anais Nin (1903-1977),

French-born American writer

/"

Look at the tips below for visiting a different country or doing business there. Use the words from the box to complete the tips.

date money

1

clothes cards

book

hours

food

&fl-GH-

Find out about the most popular

2 Always take

customs language in the country.

5.P.9.ct

in US dollars.

3 Find out about the normal working

.

4 Be careful how you write the

.

5 Find out about the most important

and festivals.

6 Learn how to speak a little of the local 7 Read a

.

about the history of the country.

8 Eat some of the 9 Wear formal

before you go. .

10 Translate your business

into the local language.

Which of the tips in Exercise A do you think are:

a) very useful?

G Which

b) useful?

c) not useful?

tips are good advice for your country? Add some others.

It i5 important

to learn how to greet people in their language.

11 Cultures I

o

lIlt: II Company cultures

Different companies have different cultures and ways of working. Complete these sentences with the items in brackets. One of the items cannot be used. Dress

1

(uniforms;

casual Fridays; weekend clothes)

We don't have to wear business suits at the end of the week. My company has a system of .. ~~~l}.q!.f.(Zq~Y$.....

2 In many banks, staff can't wear what they like. They have to wear

Timekeeping

(flexible hours;

part-time;

shift work)

3 For two weeks each month, I work at night. I can't sleep during the day. I hate 4 We have a

. system in our office. Some people

work from 9 a.m. to 5 p.m.; others work from 10 a.m. to 6 p.m. Time off

(childcare ; annual leave ; public holiday)

5 I am so busy at the moment that I worked on New Year's Day, which is a(n) 6 How many days'

/ (

. do you get in your company?

Reporting procedures

(written report;

face to face; e-mail)

7 We often speak on the phone, but never 8 He sends us a(n) Types of meeting

(informal;

formal;

social)

9 Our department starts everyday with a(n) It is very relaxed.

\

.

in the post each month.

meeting.

10 Companies have an Annual General Meeting (AGM) once a year. It is a very

Names

meeting, with a lot of people.

Gob title;

first name; family names)

11 In some countries, the company culture is formal. Staff use

\

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

when they speak to each other.

12 What's your

o G

now? Are you 'Ch ief Executive'?

Would you like to work for an organisation which has: •

uniforms?

• a lot of formal meetings?



casual Fridays?

• flexible hours?

Match each phrase (1-5) with its explanation (a-e). A positive company culture ...

1

empowers employees.

a) New ideas and change are welcome.

2 supports innovation.

b) Relationships between employees and managers are open and honest.

3 is customer focused.

c) Staff have a lot of control over their work.

4 rewards good performance.

d) The needs and wants of the customers always come first.

5 encourages trust at all levels.

e) There is an incentive scheme for efficient employees.

(i)

Work in pairs. Discuss the five characteristics in Exercise C and put them in order of importance for you.

III

Cultures

Four people talk about cultural

Cultural mistakes

o 011.1 1

mistakes.

Listen to John's story and answer these questions.

What meal was he invited to?

dinner

2 What did john look at? 3 What was his mistake? a) john talked during an important silence. b) john talked about his host's table.

c) john didn't want a gift.

G

011.2

Listen to Cameron's story and answer these questions.

4 Where was Peter's new job? 5 What was his mistake? a) He did not use first names. b) He did not speak French.

c) He did not use family names. 6 How did the staff feel when Peter used first names?

/

G

011.3

Listen to Susan's story and answer these questions.

7 Where did Susan make her mistake? 8 Who did she go out for a meal with? 9 What was her mistake? a) Susan poured her own drink. b) Susan did not laugh.

c) Susan poured too many drinks. 10 What did she forget to do?

e 011.4

Listen to Rob's story and answer these questions.

11 Where did Rob make his mistake? 12 Who did he go out for a meal with? 13 What was his mistake? a) He said he was not hungry. b)

He did not leave anything on his plate.

c) He asked for some more food. 14 How did his host react?

4)

100 I

It is easy to make mistakes in other cultures. What other examples do you know?

11 Cultures

• We use should and shouldn't to give advice and make suggestions. We should wear formal clothes to the dinner. He shouldn't be late for meetings . • We often use I think or I don't think with should to say something is or

isn't a good idea. I think you should go on a training course. I don't think you should interrupt her. Do you think I should learn to speak the local language? Yes, I do. I No, I don 'to

o

~

page 128

Complete the sentences below using should or shouldn't and a phrase from the box. speak to our boss buy an expensive computer be late stay three days dcvclop J bcttcr wcbsitc

1

Our online business is bad. We .. i3h9.L!!9.. q~Xf!9P.. ~

.~.t
2 Our team is working too many hours. We

.

3 The meeting is very important. We

.

4 She wants to visit a lot of customers in Spain. She . 5 We have to cut costs. you

G

.

Give the opposite advice by using should, shouldn't or I don't think.

1

I think he should go to Paris next week.

I don't think he should go to 'Paris next week. 2 You should buy a franchise. 3 She shouldn't take the customers to an expensive restaurant. 4 I think we should launch the new product now. 5 My boss thinks it is too late to send the report now. 6 We should order online.

G

Use the notes to write suggestions to a colleague going on a business trip for the first time.

s hV!k.e hV! vt-d.s ./

write. OVl-bu.[iV!-e.ss c_V!rds ~ use. surVl-l/lme.s ./ 3ive.

V!Vl-expe.Vl-Sive. 3ift

You shouldn't

be. LV!te. X

:.t

write on business

cards.

J

L

11 Cultures

Wal-Mart in Germany

o

In small groups, discuss these questions.

1

What are the most successful supermarkets in your country? What makes them so successful?

2 What kind of cultural differences could make it difficult for a foreign retailer to be successful in your country?

o

look through the article. Does it mention any of the cultural differences you discussed?

Wal-Mart finds its formula doesn't fit every culture BY MARK

5

10

15

20

/ 25

30

LANDLER

AND

MICHAEL

BARBARO

Wal-Mart is probably the most successful US-based general goods retailer in the world. Yet, after nearly a decade of trying, it pulled out of Germany. It realised that its formula for success -low prices and a wide choice of goods - did not work in markets with their own discount chains and shoppers with different habits. 'It is a good, important lesson,' says Beth Keck, a spokeswoman for Wal-Mart. Among other things, Wal-Mart has learned to deal with different corporate cultures with more sensitivity. In Germany, it stopped requiring sales clerks to smile at customers, because some male shoppers interpreted this as flirting. It also stopped requiring staff members to sing the WalMart chant every morning. 'People found these things strange. Germans just don't behave that way,' says HansMartin Porschmann, the secretary of the Verdi union, which represents 5,000Wal-Mart employees. In addition, Wal-Mart 'didn't want to have anything to

G

35

40

45

do with unions,' he says. 'They didn't understand that in Germany, companies and unions are closely connected.' Wal-Mart's German experience also taught it to use local management. The company initially installed American executives, who had little feel for what German consumers wanted. 'They tried to sell packaged meat, when Germans like to buy meat from the butcher,' says Mr Porschmann. A customer, Roland Kogel, 54, says he never bought groceries at Wal-Mart because

50

55

60

food is cheaper at German discount chains. He also did not visit the store often because it was on the edge of town and he does not own a car. Finally, Wal-Mart also learned to care less whether its foreign stores carry the name derived from its founder, Sam Walton, as the German Wal-Marts did. Seventy per cent of Wal-Mart's international sales come from outlets with names like Asda in Britain, Seiyu in Japan or Bompreco in Brazil. Adapted from the New York Times

Read the article again. Decide whether these statements are true or false.

1

Wal-Mart tried to establish itself in Germany for over ten years. false 2 The fact that Germany has its own discount chains was one ofWal-Mart's problems. 3 According to Wal-Mart's spokeswoman, the company can learn very little from the difficulties it experienced in Germany. 4 The unions refused to co-operate with Wal-Mart. 5 The American executives were unable to understand local needs. 6 Some customers found that the Wal-Mart store was too far away from the town centre. 7 More than half ofWal-Mart's are not called Wal-Mart.

international

sales come from outlets which

11 Cultures

•• What three 'lessons' can be useful for Wal-Mart when it works in different cultures in future? Work in pairs. What practical advice would you give a foreign retailer wishing to establish themselves in your country? Make a list of three points.

·"~~~,·'H' • We often use could or would to make a request. Could I use your mobile phone, please? Would you open the window, please? • We often use would you like to make an offer. Would you like a brochure?

could / would I

\ o

page 128

These questions were asked on a plane journey. Which does a flight attendant ask, and which does a passenger ask?

1

Could I have another drink, please?

passenger

2 Would you put your seat up, please? 3 Would you like a newspaper? 4 Could you show me how to turn on the light, please? 5 Would you like another drink? 6 Could I have some mineral water, please? 7 Would you like coffee or tea? 8 Could you fasten your seat belt, please? 9 Could you help me find the movie channel, please?

10 Would you like any duty-free goods?

o e

Which of the questions in Exercise A are offers and which are requests? You are at a hotel reception desk. Use the verbs in brackets to make polite requests.

1

You want to make a phone call. (use) C.ould I u£>ethe phone, plea£>e?

2 You didn't hear that. (say) 3 You want a taxi. (call) 4 You don't know the way to the station. (tell) 5 You want to pay by credit card. (pay) 6 You want to go to a good restaurant. (recommend) 7 You need a map of the city. (have)

111 Cultures

o "11.5

A Project Manager

is in a meeting with one of her project team

leaders, Francis. They are talking about Rick Hermand, hired by Head Office to work on the project.

Identifying problems and agreeing action

Listen to the conversation. false.

1

Decide whether

a foreign consultant

these statements

are true or

Francis is not happy with the progress his team is making.

2 Francis thinks that the consultant should work harder. 3 Francis sends e-mails to Head Office every day as well. 4 Francis doesn't think the consultant likes working in a team. 5 The consultant is going to have a meeting with all the team members first.

o

Work in pairs. Look at audio script 11.5 (page 152). Imagine

you are the

project manager. What advice are you going to give Rick? Make a list of three points.

(

G Complete 1

I

I

e

these sentences

(1-4)

with suitable

endings (a-d).

a) to have a meeting with him first.

The problem is,

2 I think you should

b) he doesn't communicate a lot.

3 The best thing to do

c) talk to him first.

4 OK. So you're going

d) is to explain things clearly.

Role-play this situation. Two managers have with an employee, Jim Long.

meet to discuss some problems

Student A: Turn to page 136.

\

Student B: Turn to page 142.

Useful language

J

Opening

Stating the topic

There's something I'd like to talk to you about. I need to talk to you about something. Could I have a word with you?

There's a problem with ... The problem is ...

Suggesting action

We could ... One thing we could do is ... We should / shouldn't ... I think / don't think we should ... The best thing to do is ...

Responding to suggestions

I agree. We'll ... Fine. Let's ... Yes. I think that would be very helpful. I'm not sure that's a good idea. Well, I'm not sure about that. Mmm. I don't think that's a good idea.

they

11 Cultures

J

A change of culture \ ~

Background Alice Baumann is the new General Manager in an overseas branch of Kelly's, an international bank. She wants to bring the best new ideas from head office to the overseas branch. Alice wants: • all staff to use first names. • all staff to dress casually on Fridays. • to introduce a system of flexible working hours. • smaller, more informal meetings. • more face-to-face reports. • an open-door policy so staff can see her at any time.

Bank company culture now Staff use family names. Staff wear uniforms at all times. Working hours are fixed (9.00 a.m. to 5.00 p.m.). Many big, formal meetings. Staff write a lot of reports. Staff need an appointment to see the manager.

011.6 Listen to Alice as she talks to Jeremy Owen, her manager at head office, about the problems. Task Alice and Jeremy meet some of the senior staff to discuss the ideas for a new company culture.

1

Work in groups of three or four and choose a role. Alice Baumann: Turn to page 136. Jeremy Owen: Office Manager and Senior Cashier:

Turn to page 142. Turn to page 144.

2

Look at your role cards and prepare for the meeting.

3

Meet and discuss Alice's ideas. Decide what you will change and what you will keep the same.

~LLY'S Subject: Date:

New idea5 from

BANK head office

Participants: Decision

Agenda item

Reason

Action

1 Staff to use first names 2 Staff to dress casually on Fridays

Write some action minutes of the meeting. Writingfilepage

132

1105

Vocabulary Skills and abilities

O

Language focus 1 Present perfect

DReading A curriculum vitae Listening Interviewing

O O

for a job

Language focus 2 Past simple and present perfect Skills Interview skills Case study High Profile Inc.

; ::? > ---

Starting ~

-

--~-

~-

uJi,1 ~~

••

:)

o

G

Look at these jobs. Who do you think should get the highest salary? Put the jobs in order, highest salary first. • lawyer

• postal worker

• nurse • football star

• firefighter • teacher

• accountant

• advertising executive

• fashion model

• air traffic controller

Are the real salaries in the same order in your country?

e1

Which of the following would you like (.I) or not like (X) in a job? a lot of telephone work

2 writing lots of reports 3 working with the same people 4 working with a lot of different people 5 working on your own 6 sharing an office 7 using English at work 8 working flexible hours (including weekends) 9 casual dress

10 uniforms

e 1061

Which is more important to you, a high salary or a job you enjoy?

/

( Vocabulary' Skills and abilities

12 Jobs I

o

Complete the first part of the advertisement below with the verbs from the box. Use the words in brackets to help you. improve

increase

-l-eaG--

set up

train

develop

EUROPEAN MANAGER €75K + CAR

we

Are you the person

are looking

for?

THE ROLE We are looking for a talented person for this position. In this exciting job, you will need to:

.... .I~q~

1

a team of 25

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

2

a new branch in Amsterdam

......•.........

3

new staff

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

4sales in all markets

.••••.•.•••.•.•.

5

.•••.••••.•.••••

6

G

(be in charge of) (start)

(teach)

new products

(make more)

(create)

communication between our head office and local branches (make better)

Complete the second part of the advertisement with the verbs from the box. deal with

organise

plan

manage

THE PERSON In your present job, you: ••••••.•••.•••.•

1

a large department

••••••••••••••••

2

budgets

...•••••........

3 sales

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

4customers, suppliers and their problems

G

in the clothing industry

(control)

(think about the future)

conferences and trade exhibitions

(arrange) (take action)

What skills and abilities do/did you need in your present or past jobs? Use the verbs from Exercises A and B.

In my present job, I lead a team of three. In my past job, I increased

sales.

1107

\ [12

Jobs

~

• We use the present perfect to talk about actions that continue from the past to the present. I have worked here for five years. (And I'm still working here now.) He has lived in Barcelona for two years. (And he's still living there now.) • We often use the present perfect to talk about life experiences. She has had three jobs since she left university. He hasn't had any experience in marketing. Have you ever worked abroad? Yes, I have. / No, I haven't. • The present perfect is formed with have / has + the past participle of the main verb.

Present perfect

:)

o

Match the job interview questions (1-5) with their answers (a-e).

1

r

2 3 4

5

/

page 129

a)

How many jobs have you had since leaving university? Why have you changed jobs so often?

I now have more responsibility and work longer hours. b) Well, I lead the sales team. I'm also chairperson of a local business association.

What have you done that shows leadership? In what ways has your job changed since you joined the company? Have you ever worked with a difficult person?

o 012.1

c) I wanted to earn more money.

d) Well, the boss in my last company wasn't easy to work with. e) I've worked for six companies.

Now listen and check your answers.

G Complete these interview questions using the present perfect form of the verbs in brackets.

1

How .. h<;Jx~.1.0.1}•• ~b.qr.gf:q

(you change) over the last five years?

2 What other jobs

(you apply for) recently?

3 What

(you read) recently?

4 What kind of people

(you work) with?

5 What sort of bosses

(you have)?

6 What

(you learn) from your other jobs?

7 What sort of problems 8 What

(you have) to deal with? (you do) that shows leadership?

4]) Work in pairs. Ask and answer the questions in Exercise C.

A curriculum vitae

o

Look at Svetlana Vlasova's CV (curriculum vitae) on the next page. Put the headings from the box in the correct place in the CV. &!tlcCltion

1081

Interests

Key skills

References

Work experience

12 Jobs

CURRICULUM National ity: Address:

Svetlana Vlasova Russian 17 Lime Grove, Harborne

Telephone: E-mail:

Birmingham B175T 01 21 272 0064 [email protected]

Name:

VITAE

2006-2007

Business Administration Graduate Diploma, University of Birmingham

1998-2001

Degree in Business and Commerce, Faculty of Economics and Management, St Petersburg, Russia

1994-1997

Secondary School: School N1, St Petersburg, Russia 2

2004-2005

Regional Branch Manager, LMO Instruments, St Petersburg, Russia • set up a new sales office in St Petersburg • trained a team of sales staff • developed new selling methods to increase sales

2002-2003

Technical Sales Specialist, Dertov Instruments, Omsk, Russia • sold a wide range of instruments, including software • organised and presented customer seminars

Fluent in Russian, English and German Computer skills: Microsoft Word, PowerPoint, Java, Linux systems 4

Cinema, travel, skiing, aerobics

Professional and personal references available on request

()

Decide whether these statements are true or false. Svetlana Vlasova studied in Russia.

1

2 She has worked for three different companies. 3 She gave seminars when she worked for LMO Instruments. 4 She was a manager when she worked in St Petersburg. 5 She has been responsible for staff training. 6 She can speak more than two languages fluently.

G

Answer these questions in pairs.

1

How many pages is a typical CV in your country?

2 Do you include a photo? Do you think it is a good idea? 3 Does it have the same headings as Svetlana Vlasova's CV? 4 Do you include any other information

in CVs in your country?

I

[12

Jobs

o 012.2

Svetlana Vlasova is applying for a job as an overseas team leader in Germany. Listen to part of her interview. Complete her answers.

Interviewing for ajob

Reasons for applying

First of all, I like .. m~~.tjng 1 people and getting people to work together as a 2. And then, I like 3 and 4 my languages.

Strengths

l'm 5 in German and English. I get on 6 well with people. I'm also good at people and at getting them to achieve 7 together. I love organising events for 8.

Weaknesses

I'm not really meet deadlines.

People you work well with

The people I like best are those who work and who are ".

Interests

when people don't

10

I like travelling, and I like discovering new

.................... Questions

o

9

11

If I get the job, when would you like me to

13?

What are your strengths and interests? What kinds of people do you work well with?

• We use the past simple to talk about completed actions that happened in the past. I worked in Tokyo in 1990. (I now work in another place.) • We use the present perfect to talk about actions that continue from the past to the present.

Past simple and present perfect

He has worked in Berlin since 2001. (He still works there.)

o

:)

page 129

Underline the past simple or the present perfect form of the verbs to complete this extract. I think I had /have had 1 an interesting career. I studied /have studied Oxford University from 1997 to 2000. Then I applied /have applied jobs abroad. I worked /have worked

4

3

2

at

for

in Hong Kong for a year, and then I

went /have been 5to Japan in 2002. I did /have done 6 a number of different jobs. I sold /have sold 7 computer software in Hong Kong. I taught /have taught 8 English in Japan. I wrote / have written 9 a book, and I ran /have run 10 my own business.

o

0

DDyou can use to complete this sentence. for at 2two o'clock hours this afternoon often recently Tick the expressions

The manager has been here .. ~?fQr? .. before

12 Jobs I

o

Work in pairs. Decide which of these interview and which are more for candidates.

tips are more for interviewers

• Be completely honest at all times. • Try to help the candidate to relax. • Always wear your best clothes. • Do not ask a lot of questions to which people can answer 'yes' or 'no'. • Listen carefully and make a lot of notes. • Arrive half an hour early for the interview. • Ask a difficult question at the beginning of the interview. • Get an expensive haircut.

o G

Work in pairs. Which tips do you agree with? Choose your top three tips and write your own list. Compare your choices with other pairs.

012.3

Look at the Useful language box below. Listen to an interview. the expressions you hear.

Useful language

Tick

J

Candidate

Interviewer

Experience What did you learn from your last job? What didn't you like about your last job?

I learned to ... Well, I had a problem with ...

Skills

What are you good at? Do you have any special skills?

People say that I am good at ... My main strengths are ...

Future plans

What do you want to do in the future? Where do you want to be in ten years' time?

My main aim is to ... I plan to be ... I hope to have ...

Interests

What do you do in your free time? What are your main interests?

I really enjoy ... I spend a lot of time ...

G

Role-play this situation. The manager for the job of receptionist.

of a hotel is interviewing

a candidate

Hotel Manager: See below. Candidate: Turn to page 143.

Hotel Manager

Find out this information about the candidate.

1

Did / find / hotel easily?

5 What / learn from / last job?

2 Why / want job?

6 What / not like about / last job?

3 What strengths / have?

7 What / main interests?

4 Can / work under pressure?

8 Do / have any questions?

High Profile Inc.

Background High Profile Ine. (HPI) is one of the biggest sports agencies in the world. It works with famous sportspeople. It helps them to earn money from advertising and special promotions for big companies. HPI charges the sportspeople a commission based on the money they earn. The agency's head office is in Chicago, and it has offices in London, Frankfurt and Tokyo. At present, HPI is interviewing two candidates for the job of Marketing Manager in its London office. Read the Marketing Director's notes at the top of page 113.

1ict'ltioJ.1killsskills

12 Jobs

diel1ts with HPI c.ol1tmc.ts with t'lM diel1ts, t'lM sportspeople people pers/.1Vldi~ letfdi~ tothe work sportstetfm meeti~ qgel1ts Tetfwtwork skills 1I1terested iJ.15petfk two EvtropetfJ.1-

Skills requ.ired

t'!t EvtropetfJ.1cqgel1ts .ovtl1tries, sportspeople Duties RursovtS of Presel1ti~ HPI to the t'lM Most his/her EvtropetfJ.1The will Mt'lrketi~ speM of HPI's time sportspeople. 50% trt'lvelli~. diel1ts Mt'lfW!ger of work t'lre There To c.ol1tt'lc.twith iJ.1A Meeti~ Negotit'!ti~ lot 0l'3t'lJ.1-isi~ il1C-retfseprofits tHPI he of t'lre offic.e ft'lc.e-to-fw,e teJ.1qgmts; fMWUS (fovtr people t'lM iJ.1Tmvelli~ to Wl.t{J.1-y

st'lles, six iJ.1- evel1ts t'ldmiJ.1-istmtioJ.1-) . 30i~ to sports

1

Work in groups of four and choose a role. Marketing Director and Human Resources Director: Turn to page 136. Candidate 1: Turn to page 143. Candidate 2: Turn to page 144.

2 Read your role card and prepare for the interview. Hold the interview. The interviewers decide which candidate is best for the job and say why.


Writing Write a letter to the successful candidate. Give the name of the position, the starting date, the salary and number of days of annual leave. Add any other information that will be useful.

~

Writingfile page 132

Profile Inc.

Dear ... , Thank you for coming for an interview to offer you ...

last week .... We are pleased

J

Revision ;!9'1

o

The Web Complete

1

the synonyms

of these words and phrases.

ill I f i 1 an order

carry out an order

2 take money out of an account

__ b __ an account

3 show

d_s

4 look for information

_ w __

S check

v

f_

6 pay money into an account

_

7 enter

k

Use the words from the box to complete sentences below.

the time expressions

d

I

G II

in the

I

after

1

end

near

next

now

tomorrow

--weel~

weeks'

She wants to check the accounts at the .... '1y.~~.e;(1~ .....

2 Our visitors are arriving

afternoon.

3 The product launch is in three

time.

4 There will be another computer course for staff members in the .................. future. S They hope the report will be ready a couple of hours from They need it today. 6 We have to find a new supplier before the

of April.

7 We're expecting the new computers the week 8 We're going to redesign our website Correct each sentence

by putting

to,

.

next. year.

will ('11) or a form of to

be

in the correct

position.

1

What you doing on Friday afternoon?

What are you doing on friday

afternoon?

2 We're not going launch a new website. 3 In a few years' time, Internet security not be a problem. 4 OK, then. I call Mr Berger later this afternoon.

s

Two of my colleagues going to study computing next year.

6 I meeting Ms Lang on Wednesday. 7 I can see you're very busy, so don't worry about the invitations. for you.

I send them out

Unit D Revision I

Put the lines of these telephone

conversations

in the right order.

1

Conversation

a) Great. See you on Thursday at 9.30, then. b) Hello, Jan. Next week is very busy. But I can make

Thursday. How about 9.30 a.m.? c) Hi, Agnes. It's Jan here. We need to meet next week. What's a good day for you? d) Yes, that's fine for me.

2

Conversation

a) Sorry, I'm away all day Wednesday, and I can't make Friday afternoon. How about the week after next? Is Tuesday OK? b) Yes, that's fine for me. Tuesday at 3 o'clock. See you then.

c) Well, I can do Wednesday or Friday afternoon. d) Yes, I can do Tuesday afternoon after 2.30.

e) Right. Let's meet one day next week. What day is good for you?

Cultures Choose the correct words from the box to complete the words.

casual

childcare inform;]l

face-to-face

family

leave part-time

first

shift

the text. You will not need all

flexible

formal

telephone

Eraline is a modern, dynamic, middle-sized company with an . ,(17f9.((I]9.I.. 1 business culture. For example, staff use 2 names when they speak to each other, and we do not have to wear smart clothes every day, as there is a system of •••••••••••••• 3 Fridays. Reporting procedures, too, are informal: we do not write a lot of reports or e-mails to each other, because we think it is better to speak 4

We have 5 hours, which means we can start at 8.30, 9.30 or 10.30 a.m. In some companies, people have to work at night one or two weeks a month, but 6 work at not at Eraline. I am happy about that, because I do not like 7 • all! Finally, as regards time off, most of us get 20 days' annual Read this article about Turkish business etiquette.

Then use the notes on page 116

to give advice about doing business in Turkey, using should or shouldn't.

Doing business in Turkey

It

is a good idea to schedule business appointments about two weeks in advance and not to suggest meeting on a Turkish public holiday. Never be late for business or social appointments - punctuality is very important to Turkish people. If you think you are going to be delayed, phone your hosts immediately to let them know. People have a lot of respect for age in Turkey, so always address the most senior person in the room first.

Turks are generally informal with names, but if someone has a professional title (doctor, lawyer, professor, etc.), it is a good idea to address them using just their title. If you plan to have long business relationships in Turkey, have a Turkish translation of your business card printed on the back and present it to everyone you meet. Meetings often start with handshakes, so shake hands with all your Turkish counterparts, but remember

that men wait for women to extend their hand first. Because trust and mutual friendship are important in business relationships, it is important to get to know your Turkish counterpart on a personal level. If possible, learn a few greetings in Turkish - people will like itand when you have a conversation, it is a good idea to make eye contact with your counterpart. Finally, do not dress too casually.

I

Unit D Revision

1

Appointments •

and punctuality:

XQIJ. ~b.QIJ[~. ~.c:h~9.[,[r.e..Rl;Ipir.e.s.s..qp.p.QintlJ7.e;rt~.

• •

about two weeks in advance. on a Turkish public holiday.

if you are going to be late for an appointment.

2 Meetings: •

the most junior person first.



your business card translated into Turkish.



your business card to everyone you meet.

• Men 3

women to extend their hand first.

Conversation and appearance: •

get to know people on a personal level.



when you have a conversation.



too casually.

Write 0 next to sentences that are offers. Write R next to sentences that are requests.

1

Could I have a copy of the report, please?

2

Would you like a drink?

fZ

3 Could you say the phone number again? 4 Would you like to have dinner with us? 5 Could I see the manager? 6 Would you like a copy of our catalogue? 7 Could you close the door, please? 8 Would you open the window, please? You are a manager at the head office of a company. One of your overseas branches has many problems. Write an e-mail to Carla Santori, the Branch Manager. Say what you think are the three biggest problems in the list below and suggest a solution to each of the three problems.

----------------~Unit D Revision I

Rewrite the text, replacing each phrase in italics with the correct form of a verb from the box.

Ceal

organise plan -s~ ______ with d~elop improve

train increase

lead

I

Piers Kohl has a very exciting job at Inventa. Last year, he started a new branch in Barcelona. He had to make more sales in the Spanish market and create new products. He was in charge ofa team of 12. This year, his role is mainly to teach new staff and to make communication better between the various branches of Inventa in the region. He also has to do something about customers' problems and think about future budgets. Sometimes, he also arranges sales conferences. Piers is never bored!

Piers kohl has a very exciting job at {nventa. Last year, he set up a new branc.h in Barcelona .... Underline the correct form of the verbs to complete this text. Eleni Bimis had !has had 1 an exciting career. She studied /has studied 2 at the Thessaloniki School of Business and Management from 1998 to 2001. Then she

applied /has applied

3 for jobs in Australia and America. She worked /has worked as a Deputy Project Manager in Melbourne until June 2002, and then she found / has found 5 a job with an aid agency in Mexico.

Eleni is fluent in Greek and English, and she learned /has learned Chinese for more than ten years.

6

4

Spanish and

Her career was always /has always been 7 very varied. She met /has met 8 people from all over the world, and she had /has had 9 meetings with senior executives from global companies. 'Once when I was /have been 10 in Australia, I even talked / have even talked 11 to the president of Sony Corporation!' she says. She came /has come back 12 from Mexico in 2006, but she is already planning her next move. She says 'I always wanted /have always wanted "3 to travel. I'm very happy about my first jobs. I learned /have learned "4 so much about other cultures.' Complete these interview questions with the correct prepositions.

1

What did you learn. Jr.QIJ7. .. your last job?

2 What didn't you like

your last job?

3

What are you good

?

4

Could you tell us

5

What kind

6

What do you want to do

7

What do you do

any special skills you have? people do you work well

?

the future? your free time?

Look at the seven questions in the exercise above. Answer the questions in writing to prepare for an interview. Invent the answers if necessary.

{learned to work under pressure customers. { ...

and how to deal with c.omplaints from

1

r-

to be; a/an; wh- questions

to be Form +

I II

?

I'm (= am) -+ie's / She's / It's (= is) You're / We're / They're (= are)

a student. from Poland. at work.

I'm not (= am not) He / She / It isn't (= is not) or He's / She's / It's not You / We / They aren't (= are not) or You're / We're / They're not

American. here. Chinese.

Ami

late? at the office? tired?

Is he / she / it Are you / we / they

lawyers.

Questions with to be • We put the form of the verb to be at the beginning. Am I early? Is it here? Is he a manager? Are you Spanish? • We do not use the short form of the verb in answers. Are you a consultant? Is she married? Are they OK?

Yes, 10m. (NOT *Yes, I'm.) Yes, she is. (NOT *Yes, she's.) Yes, they are. (NOT *Yes, they're.)

a/an

1

I

a an with singular nouns

• We use a before words beginning with a consonant sound (for example c, p, y, j). a city

a European

a picture

a problem

a university

• We use an before words beginning with a vowel sound (for example a, e). an address

an answer

an hour

an interest

I

2 a an with jobs • We use a Ian with jobs. He's a designer. She's an architect.

(NOT *He's designer.) (NOT *She's architect.)

3 We don't use alan with plural nouns.

wh- questions What Who

I

's are

your job? their names?

's

your boss? they?

are Where

's are

my case? the files?

an office

Grammar reference

2 Present simple; adverbs and expressions of frequency Present simple Form

i:l -

,

?

I / You / We / They work. He / She / It works. I / You / We / They don't work. He / She / It doesn't work. Do I / you / we / they work? Does he / she / it work?

Uses

We use the present simple: • to talk about habits and work routines. I get up early in the morning. She works from home. They go to work by train. • to talk about facts and things that are generally true. They have offices in Seoul. It rains a lot in Manchester. She earns a high salary. • with verbs that describe permanent states. I like meeting people. She has three children. I think he lives in a flat. I know his boss very well. • with adverbs and expressions of frequency. She always wears blue. He usually / generally takes work home at the weekend. They often go home early on Fridays. I sometimes play tennis with a colleague. Do you ever go to the theatre? I never go to the theatre.

Adverbs and expressions of frequency

1

Adverbs of frequency usually go before the main verb, but after the verb

to be.

I sometimes make phone calls to the USA. My boss is usually friendly. We don't generally stay up late.

2 For emphasis, usually, generally, often and sometimes can go at the beginning of a sentence. Sometimes, I don't like my job. Generally, we take clients out to a good restaurant. 3 Expressions of frequency can go at the beginning or the end of a sentence but not in the middle. Once a year, we have a sales conference. We have a sales conference once a year. (NOT *We have once a year a sales conference.) Does he play golf every Saturday? (NOT *Does he every Saturday play golf?)

I

I Graml11ar 3\

ot)

I II

I

got

!.eference

Present simple (negatives and questions); have got 1// YouI // negatives haven't (= have not) gota need two invoices? ~ IHave We go? /do? have got travel rain? itMalika do abroad? come I They train from? spell work? do or does German ticket? reference car. number? leave? the time. you /the we /enough? they got CD player. he //she she want you a new printer? Present simple: verb subject phrase and questions they a good printer. 1She She In faxes questions, comes the invoice the Brazil. -s tois us. on the auxiliary verb, not the becomes main verb. The She's job finishes pays got flies ahave afrom fast every good to Amsterdam. day salary. at six. He often I've got ause meeting this I'm free on Wednesday. •+ For •Form We use he, she have and /has it, gotto we add indicate -sa*Does with most verbs. •2 • When We also the use verb ends /car. has with in -ch, got aTuesday, consonant -sh, to talk -s, but about -xpossession. +or -z, plans. thethe ending ending becomes -ies. -es. Do Does he drink you like meeting coffee? customers? (NOT Yes, he Iy, drinks do. (NOT coffee?) *Yes, I like.) Question word We do not the full verb in short answer. Points to remember 3whSpelling rules questions

,

Grammar reference

4 can / can't; there is / there are can / can't Form

+

I

I / You / He / She / It / We / They can

-

, I / You / He / She / It / We / They can't (= cannot)

7

I

Can I / you / he / she / it / we / they

go. go. go?

Remember: can stays the same with he, she and it. (NOT *He cans go.) Short answers

Yes, you can. No, I can't. Uses

• We use can to talk about ability. He can write computer programs. She can fly a helicopter. • We use can to ask for permission. Can I make a phone call, please? Can we park in this space?

Yes,go ahead. Sorry, you can't park here. It's reserved.

• We use can to talk about what is possible. Can you come next Thursday? Sorry, I'm afraid I have another appointment. Can we put another desk in here? No, the room's too small. • We do not use to after can.

(NOT *She can to ride a motorbike.)

there is / there are Uses

• We use there is a + singular noun to say that something exists or doesn't exist. There's a coffee machine on the second floor. There isn't a swimming pool in this hotel. • With plural nouns, we use there are with some in positive statements, and there are with any in negative sentences. There are some people in the room. There aren't any flights on Sundays. • We use is there / are there + a/any to ask a question. Is there a message for me? Is there any baggage? Are there any good nightclubs in the city?

I

I

Grammar

5

reference

some / any; countable and uncountable nouns

some/any Form plural countable

uncountable

nouns

nouns

+

I

We need some machines.

We need some equipment.

-

, There aren't any restaurants. There are no cinemas.

There isn't any food. There is no entertainment.

? I Would you like some carrots? Do you have any coins?

Would you like some spaghetti? Do you have any money?

Uses

We use some to make an offer when we think the answer will be 'yes'. Would you like some tea? Yes, I would. Can I offer you some coffee? Yes, please. I

We use any to make an offer when we don't know the answer. Do you want any coffee? No, thank you.

II I

Countable and uncountable nouns

1

Countable nouns include individual things, people and places and have a plural. a computer a restaurant

I

some computers good restaurants

a secretary

two secretaries

2 We do not use a/an with uncountable nouns. They do not have a plural. It's difficult to find good staff. I don't often use public transport.

a lot of. many

1

and

(NOT *a good staff) (NOT *public transports)

much

We use a lot of in positive and negative sentences and questions with both plural countable and uncountable nouns. I have a lot of baggage. We don't have a lot of time.

I have a lot of bags. We don't have a lot of books.

Do you have a lot of money? Do you have a lot of American clients?

2 We can use many or a lot of in positive statements. I have many English customers. I've got a lot of English customers. Many is more formal than a lot of. 3 We do not normally use much in positive statements. They've got a lot of money.

(NOT *much money)

4 We use many with plural countable nouns in questions and negative sentences. Do you have many visitors? There aren't many vegetarian restaurants. 5 We use much with uncountable nouns in questions and negative sentences. Do you do much advertising? I don't have much time.

Grammar reference

6

J

Past simple and past time references Past simple Form

1

Regular verbs

Verb

Ending

Example -------

Ends in a consonant

+-ed

I worked at home yesterday.

Ends in -e (e.g. decide)

+-d

He decided to take a taxi.

Ends in a consonant + y (e.g. study)

change -y to -ied

She studied law at university.

Ends with a consonant + vowel + consonant

double the final consonant + -ed

They stopped smoking two years ago.

(e.g. work)

(e.g. stop) But if the final consonant is in an unstressed syllable, we do not double it (e.g. develop~ mention ~ mentioned).

developed;

2 Irregular verbs Many frequently used verbs are irregular. buy - bought meet - met

cost - cost put - put

know - knew send - sent

make-made write - wrote

(See the list of irregular verbs, inside back cover.) Uses

We use the past simple to talk about: • a completed single action in the past. He met her at the sales conference. We gave them a lot of money. • a past state that is now finished. I lived in Italy in 1999. We had an agent in Asia at that time. • a repeated action in the past. We went to the beach every day. I always wrote to him in English.

Past time references

1

We use the past simple with expressions that refer to a definite moment or period in the past. + month

in

on

+ year + decade

in April in 2002

+ century

in the 1990S in the 20th century

+ day / date

on Monday 2nd February

He first set up in business in 1999. The 1960s were relatively prosperous. We signed the contract on 3 April 2003.

2 Other expressions: We had a meeting last Friday. I visited the factory yesterday. He left the firm five years ago. (= five years between now and the moment he left)

~ ."~~ IL:Grammar . reference

7

Past simple: negatives and questions; question forms Past simple: negative statements We use did not / didn't + infinitive without to to make negative statements about the past. Form

+

I went by train. She saw you. They had a very good time.

I didn't go by train. She didn't see you. They didn't have a very good time.

Past simple: questions We make questions about the past with did / didn't + subject + infinitive without to. Did you check the figures?

Did they have a good time?

Didn't Paul tell you?

Question forms Questions

with

to be

To make questions with the verb to be, we put the subject after the verb. Was he at the meeting? Questions

Were there any messages for me?

Were they pleased?

with a modal verb

To make questions with a modal verb, we put the subject after the verb. Can I see you now? Question

Would you like a coffee?

words: what, where, when, why and how

We put question words at the beginning of the sentence before a form of do, be, a modal or an auxiliary.

do hyesterday?Where it? e of does was What do form you How can did see learn cost? do she the your about machine suppliers? it? question does Whenmuch go? do, be, modal often Why happy? need you they a with holiday? get subject on or auxiliary I can do it next week. She needs a holiday.

Be careful not to use two past forms in the same sentence. Where did you stay? (NOT *Where did you stayed?) Be careful with the word order. (NOT *Where did stay you?)

124/

her colleagues?

__ Grammar ~~_.reference .JI

8

Comparatives and superlatives; large and small differences Comparatives and superlatives Form

Comparative adjectives are forms like older, more expensive. Superlative adjectives are forms like the oldest, the most expensive. • For the majority of one-syllable adjectives, add

-er, -st.

cheap -+ cheaper -+ the cheapest • For one-syllable adjectives ending in -e, add

-r, -st.

late -+ later -+ the latest • For short adjectives ending in one vowel + one consonant, double the consonant.

big -+ bigger -+ the biggest BUT don't double w:

hot -+ hotter -+ the hottest new -+ newer-+ the newest

• For adjectives ending in consonant + -y, change y to

easy -+ easier -+ the easiest

i.

healthy -+ healthier -+ the healthiest

• Some adjectives are irregular.

good -+ better -+ the best bad -+ worse -+ the worst far -+ further -+ the furthest (or far -+ farther -+ the farthest) Uses

1

When we compare two things, we use the comparative + than.

France is bigger than Belgium. I think a Porsche is less expensive than a Rolls Royce. (NOT *that) 2 When we compare three or more things, we use the superlative. December is the busiest month in all our stores. Our products are not just good - they're the best in the world. large and small differences We can use a lot / a bit (especially in conversation) or much / a little (more formal) before comparatives. • For large differences, we use much / a lot.

We have a much lower margin on computers than on software. Our new range is a lot more successful than the previous one. • For small differences, we use a little/ a bit.

This time he seemed a little more interested than last time. Our prices are a bit higher than theirs.

I Grammar reference 9

Present continuous Form

+

I'm

He's / She's / It's You're / We're / They're

waiting.

I'm not

He / She / It isn't You / We / They aren't

working. working.

Ami

?

Is he / she / it Are you / we / they

coming?

Short answers

Yes, I am. Yes, he / she / it is. Yes, you / we / they are. Spelling

No, I'm not. No, he / she / it isn't. No, you / we / they aren't.

rules

Most verbs add -ing. For verbs ending in e, take away e and add -ing.

She's talking to a client. He's making some coffee.

For verbs ending in consonant + vowel + consonant, double the final consonant and add -ing.

/5 anyone sitting here?

But we do not double the final consonant if it is in an unstressed syllable (e.g. developing, marketing). Uses

We use the present continuous: • to talk about actions in progress at the time of speaking.

I'm using the photocopier at the moment. Not now, I'm talking to a customer. • for actions that are not necessarily in progress at the time of speaking, but have not finished.

I'm still writing that report. We're trying to enter new markets. • for temporary situations.

We're staying at the Hilton for the next few days. Present simple or present continuous? • We use the present simple to describe permanent - situations which will not change.

I work in Paris. • We also use the present simple to talk about habits.

I normally drive to work. • We use the present continuous to describe temporary situations - situations which happen for a short time.

I'm walking to work this week.

Grammar referenceJ

10 Talking about future plans: present continuous; going to; will Form

+

I'm

He's / She's / It's You / We / They're

going to

be

there tomorrow.

going to

do

that tomorrow.

going to

leave

tomorrow?

I'm not

He / She / It isn't You / We / They aren't ?

Ami Is he / she / it Are you / we / they

+

?

I / You / He / She / It / We / They

will

try.

I / You / He / She / It / We / They

won't (= will not)

work.

Will

I / you / he / she / it / we / they

go?

Uses

1 We use the

present continuous to talk about things we have already arranged for the future.

I'm meeting Mr Righetti next Thursday. We're having a staff party on Friday evening.

2 Sometimes we can use either the present continuous or going to. We're having a staff party on Friday evening. We'regoing to have a staff party on Friday evening. 3 going to is more suitable for strong intentions and predictions. I'm going to go to that meeting even if she doesn't want me to. We're certain the situation is going to get better. It's going to rain. Compare: It's raining. (now) 4 We use will • to make predictions about things we think are inevitable and will happen without any arrangement or individual intention. I think there will be an economic crisis soon. In the next few years, everyone will be able to access the Internet with their mobile phone. • to make promises. I'll give her your regards if I see her. I'll have the report on your desk before Friday. S The opposite of will is will not or won't. Don't worry, I won't forget.

I Grammar reference 11 should / shouldn't; could / would should / shouldn't Form

+

?

I / You / He / She / It / We / They should

go.

I / You / He / She / It / We / They shouldn't ( = should not)

go.

Should I / you / he / she / it / we / they

go?

Short answers Yes, 1/ you / he / she / it / we / they should. No, 1/ you / he / she / it / we / they shouldn't. Uses

1

We use should to say that we think something is the right thing to do. We should do more to protect the environment. You should always prepare a presentation in advance.

2 We use shouldn't to say something is not the right thing to do or to criticise. She shouldn't drive if she's broken her glasses. He shouldn't interrupt people all the time; it's rude. 3 We use should to ask for or give advice. 'Should I apologise to him?' 'Yes, I think you should.'

could / would

1

We use could and would to make requests. Could / Would you open the door for me, please?

2 We use would you like to make offers. Would you like some coffee?

1281

Grammarrefer~~C!J

12 Present perfect

------

----------._-.-

Form We form the present perfect with have jhas + the past participle of the verb. We form the past participle of regular verbs by adding -ed (e.g. finished, tried, lived). Many frequently used verbs are irregular (e.g. been, gone, made, seen). (See list of irregular verbs, inside back cover.) +

I I I've / You've / They've 1/ You We /// We've They haven't made made athere an mistake? effort. moved. been before. Have 1/ /you we / theyhad enough time? gone away.

he / she / It's it / She's She / It /hasn't

Short answers Yes, I jyou jwe jthey have. Yes, he jshe jit has.

No, I jyou jwe jthey haven't. No, he jshe jit hasn't.

Uses We use the present perfect when we think about the past and present together. In particular, we use this tense • to talk about actions that began in the past and continue in the present. She's worked here for years. (She still works here.) • to talk about life experiences. He's had a number of jobs. He's been a project manager, a financial analyst, and he's storted his own Internet business. • to talk about the present result of a past action. Present result

Past action completed the report yesterday

I've put it on her desk.

She's reading Jt now.

advertising campaign last month

Sales have gone up.

We're making more money.

Past simple or present perfect?

1

When we first give news, we often use the present perfect. When we give or ask for more details, we often change to the past simple. 'I've found your file.' 'Oh great. Where did you find it?' john has gone to Tokyo. He left last night.

2 We use the past simple with expressions of finished time. I met her last November. I came here in 2001. 3 We use the present perfect with expressions of time that take us up to the present. He's been CEOsince the beginning of last year. (He is still CEO.) So far, we haven't had any news.

4 We do not use the present perfect with expressions of finished time. NOT *1 have received a reply yesterday.

E-mails E-mails can have a formal business style or a very informal style, similar to spoken English. li..l

P..~.n~ ,.

~.~

~ ~ ~ §'~~~

From: ([email protected]

• ~

Categories



g

Projects



,:)

cc:L [email protected]:de

To:

Subject: •. Attachments: none ~

1

~y

Fan' Sizel-

B

T

(}

Dear Mr Schmidt This formal e-mail is similar to a standard business letter, but usually it is shorter. The e-mail should begin with Dear ... and finish with Best wishes or Best

I would like to invite you to dinner after your visit to our company next week if you have time. Our Managing Director, Alison McDermott, will also come. I will book a table at an Italian restaurant, Via Venezia, for 8 p.m. on Tuesday evening. The restaurant is next to your hotel in Barchester Road.

regards.

You use this style if you are writing to somebody outside the company or somebody you do not know well.

I hope you can join us. Please can you let me know this week. Best wishes Emily Lee

Emily Lee - Head of PR Bilder Construction PLC Box 62 London Wi

800

..

w ..2 ~ ~ ,

'l< • .e. .

•~ •~ ~

From: { [email protected] To:

(c:

[ ------ ----

fb ~ §:$

T~

• ~

Categories

• ~

Projects

In

[email protected]

Subject: r •. Attachments:

~

This informal e-mail is for people you know well inside or outside the company. The e-mail often begins with Hi or Hello and finishes with Regards or CU. CU means See you. Other short forms are: TX

= thanks

RUOK

= Are you

FYI

~



]

none

•. I Font sizel'

B 1

Hello, Sally I made an interesting contact at the seminar last week. Pablo Almeira is in charge of Research and Development at Rozlin Electronix in Seville. He is very interested in our new training software and wants you to contact him. Here is his e-mail address: Pablo.almeira©rozelex. com

OK?

Hope he's useful for you! CU

= for your information Emily

o

___

Writing file

I

Telephone messages

Telephone Message -

important information. Use note form. Make sure

"" write the correct telephone number of the you ~~,franK C-hurchill To: Danny /2.andall Name of caller: Brett- Sinclair For a telephone message, write down only the Time: 10.15 a.m. C-all bacK If problems 01&1172.0 774"3. "~

caller. Include your name as well.

al. th April Signed: ge: fv1eeti~ place with Adriana S:".

chanfced

Lists Make sure your list has a clear title.

Team building activities for new project 7/4 Move .t.t team team members to seminar same office 15/3 3/3 Two-day Weekend Every team skiing member building trip should have a 2-3/4 Organise kick-off meeting and dinner in hotel project away from teamheadquarters partner

By

)

Done Give the points a number and a deadline if possible .

Write your list with short notes, not sentences.

Memos

-----

M E M 0 -----

To:

Carlos Divietro

From:

Vice President, HR Francesca Stein

Date: Subject:

fS

The headings should look like this.

Manager, HR July 15th 200Overtime

Following a meeting yesterday afternoon with the Workers' Council, we have come to an agreement about employee overtime.

2 3

Memos are only used inside the company. The style is formal.

-{

Employees can work a maximum of 30 hours overtime per month. Employees can work a maximum of ten hours per day. Employees can choose to be paid for overtime or be given holiday.

Memos should be short.

Points should be in a logical order and are usually numbered.

----l

You can finish with your initials (like here) or your signature.

) )

I Writing

file

Action minutes

New office equipment Subject: Date: 19 April 200JS, KG, EdeG, CBM, DG Participants:

too much noise problems and r atmosphere

The headings should look like this. Make sure you note who was present.

Action Decision CBM tocheck check communication Staff None DO have toby back Agenda Item Reason Difficult work; 15/5 15/5 Improve Present JS costs compames by Agreed Not to supplier buy agreed too expensive by 15/5 from colleagues Note each item, the decision, the reason and who has to take the next step.

It is a good idea to give a deadline for each action item.

Letters

Start When you know the name of the reader: Dear Mr/Mrs/Ms

When you don't know the name of the reader:

62 Wardour Street London WC1 MsJing Peng 36 Hersham Rd Alton-on-Thames Surrey KTl3JR

Dear Sir/Madam

3 May 200-

Dear Ms Peng

We are pleased to inform you that you have been successful in your application for the position of Secretary to the Managing Director at Tilly's Trinkets. As agreed in the interview, we would like you to start on 1 October in our Wardour Street office. Your starting salary will be £20,000 per annum. You can take 20 days' annual leave. Please sign and return a copy of the contract enclosed to confirm acceptance of this offer. We look forward to hearing from you soon. Yours sincerely Ka.reM-

peng

For a formal letter, it is a good idea to put the topic of the letter as a heading.

Use the pronoun we when writing for your company. This is more formal than I.

End

When you know the name of the reader: Yours sincerely

When you don't know the name of the reader: Yours faithfully

Sign the letter with your first and second names above your typed name and position.

§iLbext

Karen Gilbert HRManager Ene. Contract Cc: Elaine de Groove Managing Director

Common abbreviations Re: regarding (about) Ene. documents are enclosed with the letter Cc: copies (the names of the people who receive a copy of the letter)

Writing file

I

Short product descriptions Short product descriptions are often found in catalogues.

Technical product descriptions are normally written in bullet points.

The text focuses on technical details that are important for the reader.

Product descriptions for cosmetic products focus more on colour, smell or taste, and how you will feel when you use the product.

GVC home movie system Digital MiniDV Camcorder with Nylon Carrier and 60-minute cassette 6.4 cm LCD colour monitor 700x digital zoom and digital colour night scope for colour pictures in the dark Long-play function and digital picture stabiliser

Bianca Toothpaste Wake up with Bianca! Bianca Toothpaste is made of a refreshing mixture of peppermint and eucalyptus, leaving your mouth clean, fresh and ready to start the day.

Short company profiles Short company profiles are often found in publicity material.

They tell the customer what your company does.

They should be short, easy to read and interesting.

Make sure the customer can see why your company is the best for him/her.

Use bullet points to highlight the main points.

BASLE BANKING

SERVICES

Our Mission Basle Banking Services (BBS) is the main provider of solutions in the market for business-to-business financial services. We want to be the number-one partner for your business. Our Services BBS offers a wide range of services, including sales and investment financing, fund management and insurance. Benefits for our Customers With our customers, we want to create growth. To do this, we: • connect industry and technology know-how with the financial markets. • offer new financial products and solutions, which we develop together with our customers. • give fast and friendly support.

1 Introductions, Vocabulary, Exercise C, page 8 Student

A

Ask about

Answers to Student

1

8's questions

2 Givenchy - French

Sony 3 Volvo 5 Gucci 7 Michelin 9 McDonald's

4 Zara - Spanish 6 Aeroflot - Russian 8 Siemens - German 10 Olympic Airways - Greek

3 Problems, Vocabulary, Exercise 8, page 23 Student

1

A

Match the adjectives with their opposites. long a) fast 2 heavy b) late 3 early c) short 4 slow d) dangerous e) light 5 safe

1

2 Your partner has the answers. Ask him/her questions to check your answers. For example,

What's the opposite of 'long'? 3 Now answer your partner's questions. The opposite of

big hot narrow

is

high soft

small cold wide low hard

3 Problems, Language focus 1, Exercise 0, page 25 Student A

1 You start work at 9.00 a.m. 2 You finish work at 7.00 p.m. 3 You work in Frankfurt. 4 You report to the Finance Director. 5 You never work at the weekend.

Activity

4 Travel, Language focus 1, Exercise G, page 37 Student A You work at an overseas subsidiary. Student B works at head office; he/she contacts you about his/her visit next week. Use the notes to answer Student B's questions. • take a taxi from the airport to the office? Yes, but expensive. Use airport bus. A

Can I take a taxi from the airport to the office? Yes, but it's expensive. You can use the airport bus.

• • • •

smoke in the building? get lunch in the cafeteria? get secretarial help? use a computer?

B

No Yes, but long queues No Yes, in the afternoons

6 Sales, Case study: Link-up Ltd, page 57 Student A Salesperson 1 Find out the customer's needs.

2 Help the customer to choose a phone and a service package. These questions will help you. • How often do you use your phone? • How many text messages do you send? • Do you use your phone abroad? Note: Your commission on the Kim phone is 5% of the sales price. Your commission on the Peterson and Sakano phones is 10%.

7 People, Skills, Exercise F, page 68 Student A Sales Representative You are a Sales Representative for a computer company. You want an expensive new car. Try to persuade your manager to let you have the car. • You were the top salesperson last year. • You travel thousands of miles each year. • An expensive car makes the company look good. Your competitors often call you to offer you a job at a higher salary, but you always refuse.

7 People, Case study: A people problem, page 69 Student A Director You are an old friend of Sam Benetti's. You know that he is very unhappy because of Max, so you want Max to leave the company. Use the comments from staff and the report notes to explain your point of view to Director B.

!~~

I Activi!y_fil~m_m

__

10 The Web, Case study, Isis Books plc, page 97 Student A Marketing Director You receive an e-mail from Svetlana Klimova in Moscow.

I can meet you all on I&th or 11th :rune, but I'm not available at any other time. I hope this doesn't cause you any problems. Let me know if you can make it on these days.

11 Cultures, Skills, Exercise 0, page 104 Student A Manager 1 You think Jim doesn't like working in your country. You think he doesn't understand your culture. He is often late for work and for meetings. He uses first names with everyone - with managers, too. Nobody else does that. You think it's good if he moves to a different department, but you think it's better if he leaves the company. Try to agree on a solution with Manager 2.

11 Cultures, Case study: A change of culture, page 105 Alice Baumann You want to introduce all the new ideas. You think the image of the bank is not good. You think the bank will lose customers if it doesn't change. You think staff will enjoy a more relaxed culture. You know some good staff members had to leave because the working hours were difficult for them. You want the bank to do well because it will be good for your career.

12 Jobs, Case study: High Profile Inc., page 113 Marketing Director and Human Resources Director One of you interviews J. Walter (age 34, married, two children) first. The other interviews P. Madison (age 42, single). Then you interview the other candidate.

1

2 Check the candidate's personal details. 3 Ask questions about the candidate. • Why he/she wants the job • Qualifications • Work experience • Skills • Interests 4 Ask any other questions you want to. 5 Ask the candidate if he/she has any questions. Preparing for the interview You can offer: • a salary of €80,ooo • three weeks' annual leave • a company car • flexitime You can invent any details you want.

Activity file

9 Companies, Case study: You and your company, page 85 Role card A

Position: Duties:

Company profile:

Employees: Turnover last year: Profit last year: Plans:

Technical Director, Mata Shoe Company • in charge of a department of 12 staff • work with design department to create new products • responsible for quality control of products • one of the biggest shoe manufacturers in Brazil • manufactures shoes under the brand name 'Daniela' • sells in over 20 countries

20,000 US$ 550 million US$ 42.5 million • to enter new markets next year • will target Russia and China

Role card B

Position: Duties:

Company profile:

Employees: Turnover last year: Profit last year: Plans:

Sales Representative, Mei Cosmetics • visit stores and supermarkets selling a range of beauty products • help to train new sales staff • manufactures beauty and skin-care products • manufactures equipment for beauty salons • has several shops in Taiwan 750 at its factory and 80 at its head office US$ 120 million US$ 25 million • about to enter the US market • will launch a new perfume next year in Japan

Role card C

Position: Duties:

Company profile:

Employees: Income last year: Plans:

Representative, Medi-Care • organise campaigns to promote the work of Medi-Care • try to get doctors and other medical staff to work in developing countries • place advertisements in newspapers • give talks about the organisation to young people and often appear on radio and television programmes • international reputation • non-profit-making organisation • have several campaigns each year in different countries • governments and big companies give money to your organisation 10 full-time employees in your office US$ 10.8 million • to contact famous people (e.g. actors and music stars) to be in a new advertising campaign for Medi-Care

I

I Activity

file

8 Markets, Skills, Exercise 0, page 76 Student A You start the meeting with a suggested name for the bar. Name Good Taste Price

€1.25

Promotion

Advertise in magazines and papers for young professionals

1

Introductions, Starting up, Exercise F, page 7

Student

B

Listen to your partner and write down the first names and surnames of three people.

1

3

2

.

Now spell the first names and surnames of these people for your partner. The Production Manager is Olga Karpyn. That's O-L-G-A for Olga, and then Karpyn K-A-R-P-Y-N. 2 Our Marketing Manager is Kaori Monchi. That's K-A-O-R-I, and then Monchi M-O-N-C-H-I.

1

3

1

The new Customer Service Manager is Leila Mehrzad. That's Leila L-E-IL-A, and Mehrzad M-E-H-R-Z-A-D.

Introductions, Vocabulary, Exercise C, page 8

Student

B

Ask about

Answers to Student A's questions

1 Sony - Japanese 3 Volvo - Swedish 5 Gucci - Italian 7 Michelin - French 9 McDonald's - American

2 Givenchy 4 Zara 6 Aeroflot 8 Siemens 10 Olympic Airways

3 Problems, Vocabulary, Exercise 8, page 23 Student

1

B

Match the adjectives with their opposites. a) wide 2 hot b) low 3 narrow c) hard d) small 4 high 5 soft e) cold

1 big

2 Now answer your partner's questions. The opposite of

long heavy early slow

is

safe

short light late fast dangerous

3 Your partner has the answers to Exercise 1. Ask him/her questions to check your answers. For example,

What's the opposite of 'big'?

Activity file I

2 Work and leisure, Case study: Independent Film Company, page 21 Student

B

Employee

Choose one of the role cards. Use the information to answer the interviewer's questions. Role card

1

Receptionist

Daily routine (what you do in your job): You receive visitors, answer phone calls and book meeting rooms. Hours: 8 a.m. - S p.m. Monday to Friday Breaks: one is-minute break in the morning Lunch: 1 p.m. - 2 p.m. You usually bring your own food. Feelings about job: You aren't happy. The reception desk is always busy. You work hard, and the salary is low. You need more breaks. You want more flexible hours.

Role card

2

Production

Assistant

Daily routine (what you do in your job): You book the studios, assist during filming and help to move equipment. Hours: 9 a.m. - 6 p.m. Monday to Friday. You sometimes work later. You sometimes work at weekends. Breaks: no regular breaks Lunch: no definite time. You usually get takeaway fast food. Feelings about job: You enjoy the job. You are very good at your job, and you like your helpful colleagues. The salary is OK, but you do a lot of overtime. Your office is very small. You want a fast promotion to be a producer.

Role card 3 Camera Operator

Daily routine (what you do in your job): You film in the studios and outside on location. Hours: 9 a.m. - 6 p.m. Monday to Friday. You often work much later. You sometimes work at weekends. Breaks: no regular breaks Lunch: no definite time. You often miss lunch when you are busy. Feelings about job: The work is interesting and always different. You like the travel opportunities, but you are not keen on the weekend work. Your boss is not very friendly.

Role card 4 TV Producer

Daily routine (what you do in your job): You create ideas for television, produce films and promote films. Hours: no definite hours - Monday to Friday and often at weekends Breaks: no regular breaks Lunch: no definite time. You usually eat in restaurants. Feelings about job: You love the job because it's interesting. You earn a high salary and travel a lot. You want a laptop computer and a new company car.

I Activity

file

3 Problems, Language focus 1, Exercise 0, page 25 Student B

1 You start work at 5.00 a.m. 2 You finish work at 3.00 p.m. 3 You work in London. 4 You report to the Head of Systems. 5 You work every Saturday morning.

3 Problems, Case study: Blue Horizon, page 29 Student B

Guest at Blue Horizon

Telephone the company's representative. You are very unhappy with your two-week holiday at Blue Horizon. It cost a lot of money. • Tell the representative why you are unhappy with the building, apartment and facilities. • You want to move to a different Sunrise Holidays apartment building or to get your money back.

4 Travel, Vocabulary, Exercise 8, page 35 Student B

1 Give your

partner the flight details he or she needs.

2 Ask your partner for the missing flight details, for example, What are Mr Bendhiba's flight details? Mr Bendhiba Ms Ayhan Ms Mehmood Mr Ashida

Mr Asafiev Ms Salgado Mr Ho Way Choo Mr Soong

SU231 IB3208 SQ321 CA938

3 Now check the flight details with your partner.

4 Travel, Language focus 2, Exercise 8, page 39 Student B You live in the city. Student A has a new job there. Use the notes to answer Student A's questions. • international school? Yes, a good one A B

Is there an international school? Yes, there's a good one.

• golf courses? • luxury hotels? • cinemas and museums? • • • •

good transport system? good health service? swimming pools? universities?

• nightclubs?

Yes, but very expensive No

Yes, a good choice Yes No, not enough hospitals Yes No

Yes

---------------------------------------------------Activity file

5 Foodand entertaining, Case study: Which restaurant?, page 49 Role card B You really want to take your customer somewhere special. Your customer, Ms Powell ... • is vegetarian and likes high-quality food. • likes a busy, lively atmosphere. • is staying downtown.

6 Sales, Skills, Exercise C, page 56 Student B

Watch manufacturer

Read the description of a divers' watch. Answer the Store Manager's questions. Add any other details you wish. Your most popular model: Quartz watch, Model Pl005 Features: waterproof to 600 feet; very reliable; smart design Colours: silver with black dial and black strap Price: $450 Delivery: usually ten days Guarantee: five years

6 Sales, Case study: Link-up Ltd, page 57 Student B Customer 1 (Student) Your needs are: • Phone use: not very often (200-300 minutes a month) • Text messages: a lot (about 150 messages a month) • Do you use the phone abroad? No Customer 2 (Area Sales Manager) Your needs are: • Phone use: very often (about 1,800 minutes a month) • Text messages: not a lot (about 25 messages a month) • Do you use the phone abroad? Once or twice a month

7 People, Skills, Exercise F,page 68 Student B Sales Manager You do not want to give the salesperson a new car at the moment. Try to persuade him or her to wait until next year. • No other salesperson in the team has a new car this year. • The company needs to save money this year. • You want to spend any extra money on bonuses. • You don't want this salesperson to leave the company.

I

I Activity

file

7 People, Case study: A people problem, page 69 Student B

Director

You like Max Davis. You know that because he works hard, business is very good at the Stuttgart restaurant, so you want him to stay in his job. You think there is a problem with Sam. Use the comments from staff and the report notes to explain your point of view to Director A.

8 Markets, Skills, Exercise 0, page 76 Student B You disagree Name Price Promotion

with Student A's suggestions. Healthy bite €O.95 Advertise on radio and TV

10 The Web, Case study, Isis Books plc, page 97 Student B Sales Representative (Russia) You receive an e-mail from Boris Shishkin in St Petersburg. f'm lOOking forward to seeing you all. f'm not available during the early part of your visit, but I could see you at the end of the week.

friday

or Saturday

(20th

or 21st :Tune) are free. Ok with you?

11 Cultures, Skills, Exercise 0, page 104 Student B Manager 2 You think Jim has a problem, but you don't know what kind of problem. You like Jim. He is efficient and also helpful to colleagues. He often does overtime. But he doesn't socialise with colleagues or attend social events organised by the company. You want to keep Jim in the company and you are happy if he stays in your department. Try to agree on a solution with Manager 1.

11 Cultures, Case study: A change of culture, page 105 Jeremy Owen You want all the overseas branches to have the same culture as head office. The new culture is working very well at head office. You know that meetings with fewer people are more efficient. You want the bank to make more profit. You know there is a lot of competition from other international banks. Some of the other banks are changing their cultures.

12 Jobs, Skills, Exercise 0, page 111 Candidate for the job of Receptionist Answer the Hotel Manager's questions. Use this information. 1 yes / came by taxi 2 like working with people / want to work in the city 3 good with numbers / fluent in English 4 stay very calm at all times 5 how to deal with people / work well in a team 6 long hours / difficult journey to work 7 cycling, watching sports 8 how long / holidays?

12 Jobs, Case study: High Profile Inc., page 113 Candidate

1

Walter: age 34; married, two children Qualifications: A university degree and a diploma in marketing

J.

CVsummary • Travelled round the world for a year • Worked in a department store for eight years • Present job: chief buyer for a clothing manufacturer (five years) • Present salary: €64,OOO • Reason for moving: you want a new challenge • Interests: family and managing a youth football team Preparing for the interview Think about: • why you want the job. • what questions you want to ask at the interview. You can invent any details you want.

5 Food and entertaining, page 49

Case study: Which restaurant?,

Role card C You do not want to pay too much for the meal. Your customer, Mr Tong ... • likes seafood . • likes live music. • is staying in Sausalito.

8 Markets, Skills, Exercise 0, page 76 Student C You like Student A's suggested name and you agree with Student B's price, but you disagree with their promotion ideas. Name Good Taste Price Promotion

€o.95 Advertise on posters and on websites popular with target market

I Activity

file

10 The Web, Case study, Isis Books plc, page 97 Student C Sales Representative (Poland) You receive a fax from Jerzy Kapka in Warsaw.

am pleased to hear that you are visiting us at the end of the month. f can meet you either at the beginning or end of your visit. I&th to 18th JUne are 01< but f prefer 2"3rd or 24th if that's aU right with you. f

11 Cultures, Case study: A change of culture, page 105 Senior Cashier You are against the changes. You have worked in the bank for a long time. There have been a lot of new managers from head office. You don't think the people from head office understand local culture. You know customers wouldn't like using staff's first names. You know customers expect staff to wear smart bank uniforms. You think it is important to write reports.

Office Manager You are against the changes. You have worked in the bank for a long time. There have been a lot of new managers from head office. You don't think the people from head office understand local culture. You think it will be difficult to organise a flexitime system. You don't want junior staff to be able to see you without an appointment.

12Jobs, Case study: High Profile Inc., page 113 Candidate 2 P. Madison: age 42, single Qualifications: A degree in business studies CVsummary • Left school at 16 • • • • • • •

Worked for five years in a large company Went to university at 21 Worked for several companies in sales Present job: manager for a sports goods store Present salary: €60,ooo Reason for moving: you want a more interesting job with travel Interests: art and sports

Preparing for the interview Think about: • why you want the job. • what questions you want to ask at the interview. You can invent any details you want.

9 Companies, Starting up, Exercise A, page 78 1b

2C

3a

4b

5C

6a

7C

1Introductions

o

1.1 (ES = Emma Schneider, CP = Costas Philippousis, R = Receptionist, SJ = Shi Jiabao, AA = Akim Anyukov, HB = Hans Borg, NS = Nuria Sosa, AO = Ana Oreiro)

Introduction 1 ES Hi! You must be Costas. CP That's right, yes. ES I'm Emma. Emma Schneider, from Habermos in Hamburg. CP Oh! Emma ... Nice to meet you at last! I've heard so much about you ... Introduction 2 R Payton Electronics. Good morning. How can I help you? Sj Good morning. My name's Shi Jiabao. I'd like to speak to the Marketing Manager, please. R I'm sorry I didn't catch your name. Could you say it again? SJ Mr Shi Jiabao. R Just one moment, please, Mr Shi. I'll connect you.

China; Chinese Kuwait; Kuwaiti Oman; Omani Poland; Polish Spain; Spanish Sweden; Swedish Turkey; Turkish France; French Greece; Greek the UK; British the USA; American

o

1.5

My name's Ingrid. I'm a graphic designer. I'm German and I'm from Munich. I'm married with two children. They're both in high school. Their school's near my office. My husband's an engineer. We're interested in travel and the cinema. My sister's an accountant.

o

1.6

Extract 1 Hi. I'm Pierre. I'm an architect. I'm from Switzerland. My office is in Zurich. My boss is Irene.

Introduction 3 AA Excuse me, I'm looking for Room 205. H B That's for the talk about investing in China, isn't it? I'm going there myself, so let's go together. AA Great. My name's Akim, by the way. Akim Anyukov. From Astena Consulting. H B Nice to meet you. I'm Hans.

Extract 2

Introduction 4 NS Good afternoon. Are you Mrs Oreiro? AO Yes, that's right. NS How do you do. I'm Nuria Sosa, from RTA Seguros. AO Pleased to meet you, Nuria. Did you have a nice trip?

o

o

1.2 AHJK BCDEGPTV FLMNSXZ

I Y

o

QUW R

o 1 2 3 4

o

1.3 Ms Schneider's first name is Emma. That's E-double M-A. Shi Jiabao is visiting Payton Electronics. Payton is spelt P-A-Y-T-O-N. I'm Akim, and my surname's Anyukov. I'll spell it for you: A-N-Y-U-K-O-V Nuria Sosa is talking to Mrs Oreiro. That's O-R-E-IR-O.

1.4 Brazil; Brazilian Germany; German Italy; Italian Russia; Russian Japan; Japanese

I'm Olga. I'm an engineer. I'm from Russia. My office is in Moscow. My boss is Eugenia. Extract 3 I'm Anna. I'm a lawyer. I'm Polish. My office is in Poznan. My boss is Alex. 1.7

Conversation 1 A Hello. I'm Patrick Keller. I'm the new Sales Assistant. B Oh, hello. Pleased to meet you. I'm Diana Vincent, Advertising Manager. Would you like a coffee? A Thanks very much. I'd love one. Conversation 2 A Good morning. My name's Hiroshi Ito. This is Mayumi Nitta, my assistant. B Nice to meet you both. I'm Dan Marshall from Marketing. Let's go into my office. Conversation 3 A Hello, Jimmy. B Hi, Dave. A Good to see you again. B You, too. How's business? A Not too good. B Oh, really? Sorry to hear that. What's the problem?

2 Work and leisure

o

2.1

Person 1 Well, what's important for me is a high salary, long holidays and helpful colleagues. I only have two of these in my present job!

~udio

scripts

Person 2

I'll write that down ... So, a coffee machine ... model Silva 942 ... Sorry, no. It's 542.

B

What's important for me is a friendly boss, travel opportunities ... oh, and job security.

A

Person 3

Call 4

I want to be a salesman, so what's important for me is a company car, parking facilities and a mobile phone. Person 4

A

Thank you for calling Online Books. We can't deliver any books this week. We are sorry for the delay. CallS

Fast promotion, flexible hours and some sports facilities are what's important for me.

A B

o 2.2 (I = Interviewer, R = Rodolfo, Is = Isabel, S = Sigrid)

A B

Interview I

03.2

What do you do when you get to work? I always check my e-mail. Where do you have lunch? I usually have lunch at home because it's close to my work. How often do you travel on business? I go to Italy once a month to meet customers.

I

R I

R

I R

CallI A

B A B

Interview 2 What do you do when you get to work? I usually look in my diary. Then I have a coffee. Where do you have lunch? I often have a sandwich at my desk. How often do you travel on business? I never travel on business.

I Is I Is I Is

What do you do when you get to work? I always say hi to my colleagues. Then I check my e-mails. Where do you have lunch? I usually have lunch in the cafeteria with my colleagues. How often do you travel on business? Twice a year I go to sales conferences in Europe and the US.

I

I

5 I

5

o 2.3 (P = Pat, T = Tim) P T

What do you do at the weekend? I'm keen on sport. I really like karate and I love playing football. But I'm not really interested in watching sport on TV I don't enjoy professional football matches, for example.

Hello. Barbara Keller here. Can I speak to Rodolfo Hernandez, please? B Hold on. I'll put you through .... Hello. I'm sorry, the line's engaged. Would you like to hold? A No. Can he call me back, please? My number's 02049 487934. It's urgent. We have a problem with the air conditioning. It's broken down again! Call 3 A

A B

A B

A B A

o 3.1 CallI

A

A

B

A B

A

B

A

Hello. I'm calling about my new television. The instructions are missing. Sorry. The line's very bad. Did you say the instructions for your new video are missing? No, no. For our new television.

Call 2 A

B

A

We can't find the remote control for our projector. Can you send us a new one, please? So you want us to send you a new projector? No, not a projector. Just the remote control.

Good morning. Denise Roberts here. Could I speak to Mike Wang, please? Speaking. Hello. I've got a few problems with the table you delivered last week. Can you give me some more information, please? There's a piece missing and the invoice is incorrect. Right. Let me note down the details.

o 3.3 (C = Cindy, R = Richard) e R

e R

e

Call 3

R

A

e

Our coffee machine is broken. Can we order a new one? It's the new model, the Silva 542.

Good morning. PK Electronics. Marta Gomez speaking. Oh, hello. I'm phoning about my microwave. There are no instructions in the package. I'm sorry to hear that. Which model is it? Hold on, I'll check .... Here it is. It's the PX2054. Sorry, could you repeat that, please? PX2054. PX2054. I'll send you some new instructions in the post today.

Call 4

B

3 Problems

Hello. This is Carl Fisher. Can I speak to Janet Porter, please? Speaking. How can I help you? I've got a problem with my printer. It doesn't work. I'm very sorry about that. Please return it, and we can look at it for you.

Call 2

Interview 3 5

I'm phoning about our order for drinking water. Yes. Is there a problem? I'm afraid so. Your delivery is late again. Oh. I'm sorry to hear that. Could you tell me when you placed the order?

R

Hello. Cindy Dekker speaking. Hello. This is Richard Marsh. I've got a problem with the parts you sent me. Oh dear. I'm sorry to hear that. Can you give me the details? Yes, well, I want part number PV202, not PB204. It's the wrong part. OK. Please return them as soon as possible. We can give you a refund or we can send you some new ones. That's fine. Please send me some new ones right away. OK. Thanks for calling. Goodbye. Thanks for your help. Goodbye.

Audio scripts

" VM

MP

3.4 (VM = voicemail.MP = Mike Park) Message received today at 3.47 p.m. Hi. This is Mike Park from head office. This is a message for Carla Davis. Just to let you know Mr Cortes, that's C-O-R-T-E-S, Head of Customer Relations, arrives on Tuesday at 2.30, flight BA 502. Can you meet him at the airport, please? Thanks.

" P J

P J

P

J

4 Travel "

4.1 (C = Customs officer, P = Pilot, A = Announcer, T = Traveller, F = Flight attendant, G = Guest)

1 C

P

Have you got any duty-free goods? Please open your suitcase.

2 P

P

" This is your pilot speaking. We are now flying at 30,000 feet.

R

S

3 A

Passengers for flight GA 642 to Rome, please go to gate 26.

4 T

R

S

A single ticket to the city centre, please.

S

R

6 F

"

Can I have an alarm call at 6 a.m. tomorrow, please?

8 "

4.3

2

3 4

5 6 7

R

S

4.2 Flight BA 427 Flight LH 265 Flight UA 491 The plane leaves from gate 38. You fly from terminal 3. The 4.40 flight to Frankfurt is now boarding. You are in row 35, seat E. The plane arrives at 12.10.

1

R

S The next train leaves from platform 8.

8 G

R

S Please fasten your seat belts and switch off any electronic devices.

7 A

S

The Hotel Excelsior, please.

5 T

R

Part 1 The next train to Manchester leaves at 4.40.

R

" M W

M W

M W

M W

M

Flight BA 125 is now boarding at gate 17. Please go to the gate now. Flight JA 327 is now boarding at gate 23. Please go to the gate now.

M

Part 3 Can I check the time of tonight's train to Marseilles? B Yes, it leaves at 8.25 from platform 7.

M

Part 4 A B

A B A B

A

Hello. Neptune Travel. Hello. I'd like to book a flight from London to Hamburg on Sunday. Certainly, let's see. There are flights at 9.30 and 3.30 p.m. The 9.30 is best. What time does it arrive? 1l.45. That's fine. So that's BA 341 from Heathrow, terminal 1.

4.4 (P = Paolo, J = Judith) Paolo Ranieri speaking. Oh, hello, Paolo. This is Judith Preiss here. Hi, Judith. Paolo, I'm calling about that meeting. Can you make next Wednesday? I'm sorry, Judith, I can't. But I can make Thursday or Friday. Well, I can't do Thursday, but Friday is OK. OK. Friday it is. Can we meet in the morning - say 10 o'clock? 10 o'clock's fine. Oh, and can I bring my colleague, Sabrina? You met her at the conference. Of course. I can pick you up from the station if you like. Great. See you on Friday. Bye. 4.5 (R = Receptionist, S = Simon) Hello. Capri Hotel. How can I help you? Hello. I'd like to book a room from Monday thelOth to Wednesday the 12th of this month. Right. Let me check. Yes, we have some rooms then. Do you want a single room or a double room? Single, please. With a bath or a shower? A bath, please. Fine. How much is it per night? 120 euros. OK. So that's a single room with a bath for two nights. And you're arriving on the 10th and leaving on the 12th. Yes, that's right. What time do you think you'll arrive? About 6 p.m. That's fine. Can I take your details, please ...

5 Food and entertaining

Part 2

A

I

W

" A B

B A

5.1 (M = Man, W = Woman) Would you like a starter? Yes, please. What would you recommend? Well, the escargots, the snails in garlic butter, are very tasty. And the tomato soup is very good here. I'd like the tomato soup. Great. And I think I'll have the snails. What would you like for your main course? Can you help me with the menu? What's paella? It's Spanish. It's a kind of rice dish. It's made with seafood. That sounds nice. I'll have that. Right. I think I'll have the spaghetti. Shall we order dessert later? ... Well, how about some dessert? Actually, I've eaten too much. I'm full. I think I'll just have some fruit. OK. And I'll have the apple pie. 5.2 Would you like a starter? I'd like the soup, please. What do you recommend for the main course? You should try the roast duck. It's delicious.

I Audio scripts A B A B

Would you like a dessert? No, thanks. I'm full. Right. I'll get the bill. Thanks very much. That was a lovely meal. I really enjoyed it.

(I 6.3

1 2 3

saved; delivered launched; worked decided; visited

(I

6.4

(I 5.3 (L = Lee, C = Cary) L C L C L C L

C

How can we entertain our visitors next week? Why don't we invite them for dinner? Good idea. Which restaurant do you recommend? The food is always good at Pierre's. That's right, but it's usually very busy. How about a restaurant by the river? Yes. There's a good Italian restaurant there. Shall I book a table for Wednesday night? Yes, please. Can you call the restaurant as soon as possible, please?

started, finished, advised, lived, decided, opened, missed, booked, invited

(I 6.5 (I = Interviewer, BH = Bob Hazell) I BH

(I 5.4

1 2 3 4 5

Are you ready to order? What would you like? The main courses today are prawn curry and sweetand-sour chicken. Would you like to order drinks? Would you like another coffee? Or dessert?

6 Sales (I

6.1

Speaker 1 I buy a lot of clothes by mail order. I order by phone and the mail-order company posts the goods to me. I spend a lot, but I only order once every three months.

(I 6.6 (I = Interviewer, BH = Bob Hazell) I BH

Speaker 2 I do my food shopping on the Internet. It's very convenient and only costs 6 euros for delivery. I do everything - order, pay and arrange delivery. Once a week I go online. Speaker 3 I love the January sales. I buy things like electrical goods because the discounts are so good. You can get some real bargains, especially in the high-street department stores. I go every year.

(I 6.2 (KS = Karl Svensson, AD = Alex Dodd) KS AD KS AD

KS AD KS AD KS AD

KS

AD

KS

Hello. Can I speak to Alex Dodd, please? Speaking. This is Karl Svensson. Hello, Mr Svensson. You asked us for a price for some TX7s. Yes, that's right. Before I place an order, I have some questions. Sure. Go ahead. Well, firstly, do you give a guarantee? Yes. It's two years on all our models. OK. And what about a deposit? Well, we ask for a 15% deposit on large orders - that's more than 50 units. Yes, that's no problem. And do you have the goods in stock? Yes, we always have goods in stock, and we always deliver on time. OK, I think that's everything. I'd like to compare prices with Emmerson's, but I'll contact you again this afternoon.

What makes a successful sale? The first thing is to be prepared - er, make sure that you've got everything that you need for your interview. Secondly, you should have researched your customers well before you go. That doesn't mean knowing everything about them, but it does mean knowing the basics, so that you don't have to ask silly questions. The third thing to do is to make sure that you're talking to the right people. To help to do this, there's a very simple process based upon the idea of 'MAN' M, A, N. M is the person who has the money; A is the person who has the authority; and N is the person who has the need. And nearly always we end up talking to the person who has the need. If we don't talk to the person who also has the authority and the money, then we may not get what we're looking for. Fourthly, the important thing to do is to know your product or service well. Knowing that will firstly build confidence in you, and secondly it will build credibility with your customer.

How do you train people to be good at selling? There are two things that we feel are very important here. Firstly, people who sell need to have the motivation to do it; and secondly, they need to have simple tools that they can take away to use. So let's look at the motivation side of that first. Motivation is down to three basic points: firstly, there's our drive - that's our get-up-and-go; in other words, it's what makes us want to go and sell in the first place. Secondly, our attitude - towards the company we work for, the people that we are selling to, their company, our products and our services. Our attitude needs to be right in all those things. And thirdly, we need to have the confidence to give us the ability, when we're in front of that customer, to come across credibly. So it's very important to do that. The second thing that we need out there is the process. Now, that means knowing how to conduct an interview, and basically there are four steps to that. Firstly, we probe - that means, we ask questions. That's designed to get the customer talking. Secondly, we confirm - that is, we say what they have just said back to them, but in our own words, and get them to nod across the table. Thirdly, we match what we have got to what they need, so that, in benefit terms, we tell them what our product or service can do for them. And fourthly, and most importantly of all, of course, is that we close, we move the process forward in some way: we get them to agree to another meeting, or, best of all, we get the business there and then.

(I 6.7 (B = Buyer, S = Salesperson) B

S B

S

I'd like some information about your microwave ovens. Of course. What would you like to know? What's your most popular model? Well, our most popular model is the R215. Let me show it to you. As you can see, it looks good, and the price is low.

B

5 B

5 B

5 B

5 B

5 B

What's the target market? It's for people with small kitchens. I see. What about colours? It's available in four colours - black, white, blue and silver. Does it have any special features? Well, it has an unusual design. It looks different from other microwaves, as you can see, and it's easy to use. And how much is it? The trade price is €85. That's not bad. One final question, what about delivery? There's no problem with this model; we have plenty in stock. We can deliver within three days. OK. Thanks very much. I'll get back to you.

7 People

o 7.1 (M = Max, M

c

M C

M C

M C

C = Costas) Costas, many employees didn't like Joe, the previous Office Manager. What kind of problems did they have with him? There was one key problem, I think: he didn't motivate his staff. We have a lot of hard-working, ambitious employees here, but Joe never said 'Well done' or even 'Thank you'. So he didn't encourage people. That's right. In fact, some people became completely demotivated. How long was he at Margetis Bank? He stayed almost three years. Why did he leave? He said he wanted to work for a big international company. But in my opinion, that wasn't the real reason. He didn't know how to solve the problems he created. So he decided to go.

o 7.2 (M = Max, M C

M C

C = Costas) Was there anything good about Joe? Oh yes, sure. For example, he liked people to be on time, and he himself was never late for a meeting. And something else. He didn't often make promises, but when he promised to do something, he did it. So, punctual and very reliable. Exactly. You know, he was a bad manager, but he wasn't a bad person. He was rather sociable, and sometimes we went out for a drink after work together with a couple of colleagues.

07.3 1 2 3 4 5 6 7 8

Many employees didn't like the Office Manager. He didn't motivate his staff. He didn't know how to solve problems. He wasn't a bad person. What kind of problems did employees have with him? How long was he at Margetis Bank? Why did he leave? Was there anything good about Joe?

When did Gates write Business @ the Speed of Thought? 10 How much money did they give to help global health and learning?

9

07.5 1

Where was Bill Gates born? In Seattle. 2 What was his mother's job? She was a schoolteacher. 3 How old was Bill Gates when he began programming computers? Thirteen. 4 Which university did he enter in 1973? Harvard. 5 Who did he start Microsoft with? A childhood friend. 6 What did they develop? Software for PCs. 7 How many people does Microsoft employ? More than 70,000. 8 How many children do Bill and Melinda have? Three. 9 When did Gates write Business @ the Speed of Thought? In 1999. 10 How much money did they give to help global health and learning? $29 billion.

o JM

5B

JM

5B JM

5B JM

o 7.7 (SB = Sam Benetti, MD = Max Davis) MD

5B MD

5B

o 7.4

MD

1 2 3

5B

4 5 6 7 8

Where was Bill Gates born? What was his mother's job? How old was Bill Gates when he began programming computers? Which university did he enter in 1973? Who did he start Microsoft with? What did they develop? How many people does Microsoft employ? How many children do Bill and Melinda have?

7.6 (JM = Jacques Martin, SB = Sophie Bond) I understand what you're saying, Sophie, but it's just not possible. We can't hire any more staff at the moment. We don't have the money. I can't accept that. I told you months ago that my staff work too hard. Some of them don't leave the warehouse until seven or eight o'clock. That's why they're off sick all the time. I'm sorry, I can't help you, Sophie. The problem is, business is bad. How can we employ more staff? Can I make a suggestion? Why don't we hire some part-time staff? It would help us a lot. I don't know. It's not easy to get the right kind of staff. I can train them. Even one part-time worker would make life easier for us. OK, Sophie, I'll think about it. I'll get back to you by the end of the week.

MD

Sam, we need to talk. I'm not happy here any more, everybody knows that. I'm sorry to hear that. But what is the problem? There's too much work, and there isn't enough help. I work long hours every day and often at weekends. But the staff don't want to help me. And you don't want to help me. I understand what you're saying, but you can't always ask people to stop their work to help you, and then be rude to them if they're too busy to help. But I get results, Sam. We have a lot of new customers. I get results without your help! Well, Max, we can't have two Business Managers. The problem is, you spend too much time and money entertaining customers. And another thing: you don't come to a lot of meetings. How can people help you if you don't talk to them at meetings? Why don't you look at the results I get? That's more important than meetings! And why did you criticise me in front of the office staff? Look, if you refuse to understand, I'm leaving the company.

I Audio

scripts

8 Markets

which are important to Indians. This can help to minimise many of the common mistakes made by foreigners.

o

8.1 six thousand, three hundred seventy-five thousand, eight hundred and seven eight hundred and twenty-three thousand, one hundred and twenty one million two hundred and fifty-five thousand, five hundred ten point five per cent

o

8.2

Last year, we had a market share of 10.3 per cent. We increased sales of our main brand by 13 per cent. We sold over 850,000 units of Sparkle, our most popular product. Next year, we want to increase our market share to 11.5 per cent and sell over 1,100,000 units of Sparkle.

o J

P J

P

o 8.3 (I = Interviewer, SJ = Sunit Jilla) SJ

What advice do you give to companies wanting to do business in India? Firstly, India can be a land of surprises. So if you want to do business there, be patient and have an open mind. Do not make quick judgements on what you see or hear because there isn't only one culture, there are many sub-cultures, and there are strong regional differences. Secondly, there are two Indias. I mean, there is a modern India, which you will meet when you arrive; and then, soon after that, you will probably see the traditional India, which is the foundation of modern India. You should try to understand how these two are part of the same country. This will really help you to be effective and successful in India. Thirdly, in some large Indian businesses, things can be much slower than in your own country, because of cultural issues such as status, respect, a sense of community and the need for harmony. Depending on the type of your business, be prepared for bureaucratic delays. You should also remember that religion and gender differences play an important role in India. So, in summary, you need to do your homework before going to India. I mean, before you start your business journey, you need to learn about several aspects of Indian life, both social and business.

o 8.4 (1= Interviewer, SJ SJ

= Sunit JiIla) What mistakes do foreigners sometimes make when doing business in India? Firstly, foreigners can have unrealistic expectations. They don't think about the possible problems, for example all the cultural challenges. They do not make time to learn from their mistakes. They don't have enough time to learn the right skills to communicate with Indian people. Secondly, people in India can be very flexible about time, and that is another shock to many foreigners. Meetings, for example, do not always start or end on time. There are many different regional holidays, and if you don't know about these, there can be delays. Thirdly, Indians don't like aggressive people, so you should not force them to make a decision quickly. Foreigners sometimes forget that it is very important for Indians to keep their dignity and self-respect. Fourth, foreign businesspeople are often surprised by the strong negotiating skills of their Indian colleagues. And finally, foreigners focus very much on the task, while Indians prefer to build the relationships first. So, in summary, you should be sensitive to the values

A

8.5 (J = Jacek, P = Paul, A = Anna) Sorry, Paul, I don't agree with you. Krakel isn't the right product for children. I think we need to target young working people. That's the best segment of the market for Krakel. Really? Why do you say that? Well, a lot of people these days have breakfast on the way to work. They don't have time to eat at home. And young workers have money to spend on a product like Krakel. Mmn. You're right. There is a big market for morning snacks. And Krakel is a healthy bar. It doesn't have much sugar in it and it's full of fruit. How do you feel about this, Anna? Should we target mainly young, working people? I really like the idea. I think it's good to target people who think about their health. OK. Let's call a meeting and talk to the rest of the department.

9 Companies

o 9.1 (I = Interviewer, IN I IN

= John Neill) What are the company's values now? The company's values have stayed the same from when we first established them in 1974 - firstly, a clear guiding philosophy, which is to understand the real and perceived needs of our customers better than anyone else, and serve them better than anyone else; a corporate goal that requires us to deliver outstanding personal customer service to all of our customers; and a very strong mission which demands that we, as individuals at every level in the company, work very hard to inspire all of our stakeholders to want to have a lifetime relationship with our company, because it represents a good experience for all of them.

o 9.2 (I = Interviewer, IN IN

= John Neill) How does Unipart help its staff to meet new challenges? In 1993, we realised that the world was changing at an ever-increasing pace. And Peter Drucker, one of the best management thinkers of all time, said you need to renew your skills every three years or you will become obsolete. So the question was, how to achieve that in Unipart? And we built our own company university in 1993, with the mission to develop, train and inspire people to achieve world-class performance. And we put a huge amount of time and effort and investment into helping every single person at every level in the company continuously reskill themselves to be able to meet the needs of the markets of tomorrow.

o 9.3 (RV = Ricardo Valdes) RV

Good afternoon, everyone. My name's Ricardo Valdes. I'd like to talk about our new marketing strategy. There are three parts to my presentation. Firstly, the background to the strategy. Secondly, how we want to change our current operations. Finally, the details of the costs and the effect of the change on staff. By the end of my presentation you will understand clearly our future plans.

10 The Web

o 10.1 (M = Mathilda, M

B

D

o DB

o DB

o I DB

B = Brad, D = Derek) I use the Internet a lot as I'm a student. For example, if I'm researching a project it's much easier than going to the library. I also use it to keep in touch with my family and friends back in Sweden. Oh yes, and I use it for finding cheap holidays. Last September, my boyfriend and I went to Greece and we found and booked everything online. I travel a lot in my job - you know, flying around Europe - and so I find it very convenient to use the Web for booking airline tickets. Another thing I use the Web for is to check the football and baseball scores from back home. I like to follow my teams! I sometimes use the Internet for buying books and CDs. It's much cheaper. Also I'm doing an MBA course over the Internet, by distance learning. I love the Internet. I use it to do all my banking. It's excellent; I can do everything I want day or night. I also do most of my food shopping over the Internet. As I'm retired, I spend a lot of time going to concerts, the cinema, that kind of thing. I always book my tickets online. Oh yes - my daughter and her family are in Australia, so I keep in touch with her and my grandchildren bye-mail. 10.2 (I = Interviewer, DB = David Bowen) What does a business website need in order to be effective? I think four things. First of all, its owners need to understand what a website can deliver - what it's good at, and what it's not so good at. Secondly, they need to draw up a set of tasks that they want their site to produce. Um, and then, thirdly, they need to build the site that can fulfil those tasks, looking from the different viewpoints of a number of different users. Um, and finally, they must make sure that the website is easy to use, and it doesn't break down over time. 10.3 (I = Interviewer, DB = David Bowen) Can you give us some examples of really good business web sites? The Otis elevator, or lift, company has a very interesting website because it actually helps people decide how many lifts they want, what size they should be, what capacity they need to be, so it's using the interactive strengths of the Web to actually help people do their jobs. 10.4 (I = Interviewer, DB = David Bowen) What should business websites not try to do? Business websites shouldn't try and compete with television commercials, for example, or with print media, where they don't have an advantage. So, for example, websites are very poor at getting short messages across. They're very good at complicated messages, but very poor at short messages. Television is much better at that. They're also not very good at displaying very high-quality images. Um, an expensive magazine, with good paper, can make an image look very beautiful. That's much more difficult to do on a computer screen.

o 10.5 (D = David, K = Kazumi) D K

Kazumi, what are you going to do next year? I'm going to change my job. I'm going to move out of the city, and I'm going to work from home. I'm not going to go abroad. I'm going to save some money.

What about you, David? What are your plans? Well, I'm not going to change my job, but I'm going to take a computer course and I'm going to design my own web page. I'm going to save money as well, so I'm not going to go abroad next year either.

D

o

10.6 (M = Manfred, J = Jane, I = Ian, N = Nadia, S = Sam, B = Bob)

CallI Hello. It's Manfred here. We need to meet next week ...What's a good day for you? I can make Wednesday. How about ten o'clock? M That's OK for me. Great. See you on Wednesday at ten o'clock, then.

M

J

J

Call 2 M OK. Let's meet one day next week. What day is good for you? I I can do Monday or Tuesday afternoon. M Sorry, I can't make Monday or Tuesday. How about later in the week? Is Friday OK? I Yes, I can do Friday morning after 11. M Yes, that's fine for me. Friday at 11.30. See you then. Call 3 N Hello, it's Nadia here. Sorry, but I need to change the time of our meeting. I can't make it on Monday now. 5 Oh ... How about Tuesday at the same time? N Yes, that's fine for me. See you on Tuesday at ten o'clock. Call 4 B Hello, this is a message for Jean. I'm very sorry I missed our meeting this afternoon. My flight was delayed. I'll call you again later. By the way, it's Bob here, from Chicago.

11 Cultures

o J

11.1 (J = John) I was in Yemen, in the Middle East, and I was invited to a colleague's house for dinner. There was a long silence during the meal. I felt uncomfortable. I saw a beautiful table and said, 'What a lovely table.' My host laughed and said, 'Oh, then please take it.' I said, 'Oh no, I can't take it.' My host offered it to me three times. It was very embarrassing for us both.

o 11.2 (C = Cameron) C

o 5

My good friend Peter joined a French company recently. He made a mistake and used first names rather than family names. The staff were not happy about this. It is always best to be formal at first in France, especially when you start a new job. Peter's last company was an American company. People were more relaxed there, and they always used first names. 11.3 (S = Susan) I was in Osaka in Japan, and we went out for a meal with our Japanese sales staff. There were lots of bottles on the table and, after a while, I poured my own drink. I didn't wait for somebody to pour my drink, and I forgot to pour drinks for the others. The Japanese staff looked a bit embarrassed and started laughing.

l

Audio scripts

o 11.4 (R = Rob) R

o PM TL

PM TL

PM TL

PM TL

PM TL

PM

TL

o

I was in Guangzhou for the first time, having dinner with a group of Chinese business associates. The food was delicious, and soon there was nothing left on my plate. Our host called the waiter, who then filled up my plate again. I ate everything to show everyone that I really liked the food, but the waiter came to fill up my plate once again. I was really full! Fortunately, my host had worked with foreigners before, and finally he kindly explained to me that in China, if you don't leave anything on your plate, it means you are still hungry! 11.5 (pM = Project Manager; TL = Team Leader) So, Francis, how's it going? We're not making a lot of progress, I'm afraid. The team have some problems with Rick. Really? What sort of problems? Well, we can see that he works a lot. That's good. But we don't know what he does. We don't even know exactly why Head Office sent him. But didn't Rick explain that? You see, the problem is, he doesn't communicate a lot. Mm, I'm not sure I agree with that. He writes e-mails to Head Office every day. Yes, he e-mails me, too. I don't think he realises that in this country, we don't write so much. We prefer to talk, it's quicker and more direct. And why is he so formal? We like team players, people who enjoy working with colleagues and sharing ideas with them. Maybe it's different in his culture, I don't know. All right. So, what's the solution? Well, I think you should talk to him first. I'm sure he knows there's a problem. Good idea. And afterwards, we should have a meeting with all the team members. The best thing to do is to explain things clearly. Everyone should know why Rick is here. OK. So you're going to have a meeting with him first and then we're going to get together with the whole team in a few days.

11.6 (AB = Alice Baumann, JO = Jeremy Owen) I want to change things at the bank. I want our style to be more relaxed and friendly. We should show that image to our customers. Then we'll get more customers. JO I agree, the new culture is working well at Head Office. So, what's the problem? AS The problem is the staff don't want to change. They've been at the bank for years. They like things the way they are. )0 But you do need to change things. The best thing to do is to talk to them. AS Yes, you're right. I should organise a meeting with some of the senior staff. JO Good idea! How about next week? I have to visit your office then. I can come to the meeting, too. AS That would be very helpful. You can tell them how the ideas are doing at Head Office. AS

12 Jobs

o I C

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I C

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12.1 (I = Interviewer, C = Candidate) How many jobs have you had since leaving university? I've worked for six companies. Why have you changed jobs so often? I wanted to earn more money. What have you done that shows leadership? Well, I lead the sales team. I'm also chairperson of a local business association. In what ways has your job changed since you joined the company? I now have more responsibility and work longer hours. Have you ever worked with a difficult person? Well, the boss in my last company wasn't easy to work with.

o 12.2 (I = Interviewer, SV = Svetlana Vlasova) Why do you want this job? SV First of all, I like meeting people and getting people to work together as a team. And then, I like travelling and using my languages. I really want to work for this organisation. It has an excellent reputation. I think with my experience in sales and in team-building, I can contribute to its success in western Europe. I What are your strengths? SV I'm fluent in German and English. I get on well with people. I'm also good at managing people and at getting them to achieve results together. I love organising events for clients, and I think I'm very good at that. I What mistakes have you made? SV Well, I'm not really patient when people don't meet deadlines. I What kind of people do you work well with? SV As a team leader, I have to work with all kinds of people. But the people I like best are those who work hard and who are reliable. I What are your interests? SV I have a lot of different interests. As I said before, I like travelling, and I like discovering new cultures. I also like aerobics and skiing. I Do you have any questions to ask us? SV If I get the job, when would you like me to start? I

o I C

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12.3 (I = Interviewer, C = Candidate) I'd like to ask you about your work experience. What did you learn from your last job? I learned to sell machines, and I improved my computer skills. Do you have any special skills? I'm good at languages. I speak Japanese very well. Also I find selling very easy. What do you want to do in the future ... in ten years' time? Well, I plan to be head of a large marketing department. Finally, about your interests - what do you do in your free time? Well, I spend a lot of time playing golf at the weekend, and I'm keen on fitness, so I go to the gym a lot.

Numbers following words indicate which unit the word first appeared in. Words without numbers are extra words for discussion activities.

Business meetings a conference 1 a meeting 1

a negotiation a presentation 4

a trade exhibition 12 a trade fair 6

a training course 7 a video conference

to introduce (new products) 6 to launch (a producD 6 a limited period 6 mail order 6 a model 6 offers 6 to place an order 6 a payment 6 a price 6

a product 6 to promote (a product) 6 a (special) promotion 6 a sample 6 to save (money) 6 a seller 6 a service 8

Our company has formal and informal meetings.

Buying and selling advertising 1 a brand 6 a buyer 6 a catalogue 6 a client a competitor 8 a customer 2 to deal6 to deliver 2 a delivery 6 a deposit 6

a discount 6 features 6 free 6 to fulfil/carry out an order 10 a guarantee 6 half price 6 to increase profits/sales 6 an increase in sales 8 in/ out of stock 6 interest-free credit 6

a supplier a target market 6 a transaction 10

Our company has a market share of 22%

Clothes Informal

Informal

casual Friday 11 weekend clothes 11

a coat a dress ajacket1 shoes

Formal

or Formal

a shirt a skirt trousers

a suit 1 a tie a uniform 11

Companies, work, people Places to work

Types of company

Perks

People

a boutique 10 a department 12 a department store 5 an office 1

a branch 12

a coffee/lunch break 2 public holidays 11 annual leave 11 childcare 11 a company car 2 flexible hours 2 an incentive/ a pension scheme 6

an agent 6 a colleague 2 an employee 2 a guest 4 a host 11

a company/firm 1 a factory 9 a hotel 4 a health centre 5 a restaurant 5 reception 5 a salon 5 a shop 2

a chain 9 a corporation 2 an Internet start-up 11 a shop 11 a store 9 an outlet a mail-order company a retailer 6

a promotion 2 travel opportunities 2

personnel 2 a representative retired 6 a sales force 6 staff a team 6 workers workforce

Types of work

full time overtime 2 part-time 6 a permanent position 6 shift work to work in teams 3

I work in an office / a factory. I work for leI. I'm in finance. He works in the computer industry. Our headquarters are in Oregon. The company's head office is in Beaverton. up the company in 1989. It shut down/closed down in 2004. They started/founded/set We need to hire more staff. We fired him because he was rude to customers. We train new employees to do the job. The position offers a good/high salary. My schedule is usually very tight. He earns a high salary.

I Vocabulary

file

Computers and the Internet a broadband

Internet

connection 4 a chatroom 10 a computer 4 dot.com retailers e-commerce 10

to browse 10

a printer 3 a screen a search engine

10

a keyword a hard copy 10 a hard disk the Internet 10 a mouse online 6

a shopping cart (AmE) a shopping trolley (BrE) software 5 a surfer a virus site 10

a website/a

to build (a website) to crash to download

10

to log on to navigate 10 to plug in to print 10 to rebuild 10 to surf to switch on

a plug

Countries and nationalities Country

Nationality

Country

Argentina 1 Australia 4 Austria 1 Brazill

Argentinian Australian 4 Austrian 1

the Netherlands Norway 5 Oman 1 Poland 1

Brazilian 1 Canadian Chinese 1

Canada 1 China 1 Egypt 5 France 1 Germany Greece 1

Egyptian French 1 German 1 Greek 1

1

Hungary Iceland 5 India 5 Italy 1

Hungarian Icelandic

Japan 1 Kuwait 1

Japanese 1 Kuwaiti 1

Mexico 5

Mexican 2

Nationality 5

Russia 1 Scotland

Russian Scottish

Spain 1 Sweden

Spanish Swedish Swiss 1 Thai

1

Switzerlandl Thailand 5 Turkey 1

5

the UK (Britain) 1 the US (America) 1

Indian 5 Italian 1

Dutch Norwegian Omani 1 Polish 1

1 1 1 1

Turkish 1 British 1 American 2

Continents Antarctica

Where are you from? I'm from China. / I'm Chinese.

Asia 2 Africa 8

How often do you go abroad? Each year he makes three trips to Europe. She often travels overseas.

Europe 2 North America 8 Oceania/Australia South America

8

The company director sometimes travels on business. They have international customers. The company has offices all around the world.

Describing people Personality

Looks

ambitious 7 calm 7 creative 7

funny 7 hard-working helpful 7

efficient 3 energetic 7 enthusiastic

intelligent 7 motivating/motivate popular 6

friendly

2

practical

punctual 7 relaxed 7 reliable 6

7

7

7

What's he like? He's ambitious and hard working. What does he look like? He's tall and he's got black hair. She's a team player. She works well with her colleagues.

rude 7 sociable

6

sophisticated

5

(blue, brown, green, black) eyes good-looking 7 (black, blonde, brown, grey) hair short smart tall

Documents an agenda a billS budgets 3 a curriculum

vitae (CV) 12

an e-mail 3 a fax 3 a guarantee 3

instructions 3 an invoice 3 a letter 12

a memo 7 minutes 11

a list 2

paperwork 9 a receipt 5 a report 3

a (telephone)

notes 3 message 3

I receive 30 e-mails a week and I send 15 letters. I don't get many faxes. The agenda lists all the things we'll discuss at the meeting.

Family Female a wife 1

Male

1

a husband a father a son 1 a brother

a mother a daughter a sister 1

1

1

a grandmother an aunt a niece

a grandfather an uncle a nephew

Are you married? No, I'm single. Have you got any children / brothers Do you have any children / brothers My partner is an engineer.

and sisters? and sisters?

Food and drink Food types

Drink

Meals

fish 5 meat 5 vegetables fruit 5

tea 5 coffee 5 water 5

breakfast lunch 2

5

wine 5 milk 5

pasta 2 salad 2 Vegetables a lettuce an aubergine a cabbage peas beans

(AmE eggplant)

a pumpkin a cauliflower peppers mushrooms courgettes (AmE zucchini)

Can I have the menu/the

Fruit an apple strawberries an orange a lemon plums

Are there any vegetarian dishes on the menu? We often go for a meal in a restaurant. Would you like still or sparkling water? How much do you tip the waiter or waitress? Do you like Italian/Japanese/lndian food? I usually eat in the cafeteria at work. What time do you usually have breakfast/lunch/dinner?

2

dinner 5 tea supper a snack 8 Dairy products milk cheese yoghurt cream butter

a banana a grapefruit a pear grapes a melon

bill / some water / a dessert,

Menu a starter

international dishes 4 French / Japanese / Spanish cuisine Sea food oysters prawns (AmE shrimps) a lobster a crab squid mussels a scallop

please?

5

a main course 5 a dessert 5

I Vocabulary

file

Jobs and departments jobs

an accountant 1 an analyst 1 an air traffic controller 12 an architect 1 an astronaut 1 a buyer 5 a camera operator 2 a cashier 1 a cab/taxi driver 5 a CEO 1 a chairperson / chairman 2 a consultant 1 a dentist 5 a designer 1 a director 1 a doctor 1 an electrician an engineer 1 an executive 1 a fashion designer 9 a financial analyst 1 a fire fighter 12 a graphic designer 1 a hairdresser 5

Departments

a housewife

1

a lawyer 1 a maid 5 a manager 1 a nurse 12 an office worker

1

an optician 1 a personal assistant (PA) 1 a police officer a pilot 1 a photographer 2 a porter 5 a postal worker 12 a production assistant 2 a producer 2 a publisher a receptionist 1 a sales assistant 1 a sales representative 6 a salesperson 6 a teacher 12 a technician 1 a telephone operator a trainee 1

administration advertising 1 customer service 5 design finance 1 human resources (HR) 1 marketing 1 payroll production 1 public relations (PR) research and development (R&D) 9 sales 3 securities 2 shipping (ArnE) transport (BrE) Rob deals with suppliers Liz leads / is in charge of a large team. Max trains new staff. Last year, he set up a new branch in Italy. Jill is responsible for the budget. Li supervises all new projects.

1

a translator 5 a waiter/waitress 5 What's your job? / What do you do? I'm a manager/ an accountant. Who do you report to? The financial director. She's my boss. (informal) She's my manager. (formal) Do you go to meetings and presentations in your job?

leisure to to to to

play golf 1, tennis 2, football 2 do exercise 1, aerobics 12 go to the cinema 2, gym/fitness centre 2

go walking 2, skiing, swimming 2, running 2, biking 2, car camping 2 to watch TV

a golf course 4 a spa 4 a swimming pool 3 a tennis court 3

to listen to CDs 2, the radio What do you do in your free time? I'm interested in the cinema. I'm keen on walking. I like / enjoy travelling.

Places to live, rooms Places to live

Rooms

a home a house an apartment 3 a flat

a hall a kitchen 3 a lounge a dining room a bathroom 3 a bedroom

Where do you live? How many rooms does the apartment have? It's 6 o'clock; I'm going home.

My friend does a lot of sport. I work out every day.

Vocabulary

file

I

Markets Types of market a mass market 8 a niche market 8

a luxury market 8 an export market 8 a home market 8

Describing

a market

+

a new market 8 a mature market 8 a growing market 8 a profitable market 8 a big market 8 an attractive market 8

a declining market 8 an unprofitable market 8 an unattractive market 8

to enter a market 6 China and India are emerging markets.

The office air conditioning 3 a briefcase a chair a coffee machine 3 a cupboard a desk

a door a fax machine 3 a filing cabinet a laptop 2 a lift 3

a personal computer (PC) 2 a phone/a mobile phone 2 a printer 3 walls 3 a wastepaper basket 3 windows 3

Problems missing instructions 3 an incorrect invoice 3 cash flow 3 high rent 3

no car parks 3 not enough money dangerous areas noisy streets

a complaint 9 to complain about something/ someone to be broken 3 to be delayed 3 to be lost 3 to have health problems 3 to hurt oneself 6

We pay a lot of rent for an office in the city centre. Our office is too crowded. We need a more spacious office. We waste a lot a paper.

to solve a problem 7

Products beauty products 8 bicycles 8 CDs 8

a camera 8 clothes 8 cosmetics 8 designer goods 8

electrical goods 7 fashion accessories 7 food 7 furniture 7 groceries 11 holidays abroad 7 kitchen equipment

Our company makes / manufactures furniture. We introduce / launch five new products each year. Autotech provides components for the car industry. Green Fingers supplies products to the gardening industry.

luggage 8 perfume 8 laptop computers 8 self-help books 8 sporting goods sports cars 8 toiletries 9 toys video phones 8 watches 8

to distribute 6 to produce 2 to promote 2

a single/a double room 4 a stopover a ticket office 4

to to to to

custom-made products 8 off-the-peg products 8

Travel an aisle / a window seat 4 an alarm call 4 a bill 4

a check-in desk 4 check out 4 a gate 4 a reservation 4

by plane, train, bus, car, taxi on foot at the airport, railway station, hotel in a taxi on a plane Can I have an economy class / a business class ticket to Melbourne? Single or return? Are there any direct flights to Zurich tonight? What time does the train arrive / leave? What terminal does the flight leave from?

What platform does the train leave from? Can I help you with your suitcases / hand luggage? I can pick you up from the station. I'll give you a lift to the airport.

check in 4 collect one's luggage 4 fly 4 go through customs / security / passport control to pack (one's suitcase) 4

l

), ct). please? tional). e. 9.30).

Vocabulary

file

Telephoning to to to to

call somebody telephone somebody phone somebody give somebody a call

to to to to

dial a number dial the wrong number make a phone call answer the phone

Saying numbers International

61Area 55 codeLocal 34032271 Country code number

00 double oh,/

double five ,/

six one ,/

three four oh three,/,

double two seven one

Some useful tips • The arrows show that your voice goes up for each group, except for the last one, when your voice goes down to signal that it is the end of the number. • '0' is usually spoken as oh in BrE, but as zero in AmE. • 11,22, etc. are usually spoken as double one, double two in BrE, but one one, two two in ArnE.

Making calls

Canafraid I ask who's calling? not the right office. I'm (she/he)'s engaged in a in meeting. now. you?

Checking information Sorry, I didn't catch (the street name). Could you spell it, please? Sorry, did you say (R-E-double T-A or double D-A)? Could you repeat that, please? Could I just read that back to you?

Receiving calls you like leave acalling message? Can Imoment, take athrough./I'll message? Goodbye. Who's Which One I'll Payton Speaking. put calling, company Electronics, please. please? good you connect (morning). from? you. How can I help Would I'm sorry but (her/his) toare call back extension's later? busy. Thank you for calling.

ocabulary

file I

Numbers (1-1,000,000,000) lone 2 two 3 three 4 four 5 five 6 six 7 seven 8 eight 9 nine 10 ten 11 eleven 12 twelve 13 thirteen 14 fourteen

15 16 17 18 19 20 21 30 40 50 60 70 80 90

100 101 110

fifteen sixteen seventeen eighteen nineteen twenty twenty-one thirty forty fifty sixty seventy eighty ninety

115 225 1,000 3,500 10,000 125,000 250,000 500,000 1,430,000 500,000,000 1,380,000,000

a hundred a hundred and one a hundred and ten a hundred and fifteen two hundred and twenty-five a thousand three thousand five hundred ten thousand a hundred and twenty-five thousand two hundred and fifty thousand five hundred thousand (half a million) one million, four hundred and thirty thousand five hundred million (half a billion) one billion, three hundred and eighty million

Numbers (1st, 2nd, etc.) 1st 2nd 3rd 4th 5th 6th 7th 8th 9th 10th

first second third fourth fifth sixth seventh eighth ninth tenth

11th 12th 13th 14th 15th 16th 17th 18th 19th

eleventh twelfth thirteenth fourteenth fifteenth sixteenth seventeenth eighteenth nineteenth

20th twentieth 21st 30th 40th 50th 60th

twenty-first thirtieth fortieth fiftieth sixtieth

70th seventieth 80th eightieth 90th ninetieth

Times 10.00 ten o'clock 10.05 five past ten (ArnE five after ten) 10.15 quarter past ten I ten fifteen 10.20 twenty past ten I ten twenty 10.30 half past ten I ten thirty 10.40 twenty to eleven I ten forty 10-45 quarter to eleven I ten forty-five 10.55 five to eleven (ArnE five of eleven) 12 a.m. = midnight 3 a.m. = 3 in the morning 12 p.m. = noon I midday 6 p.m. = 6 in the evening What time is it, please? It's half past two.

I ten

fifty-five

I It's

two thirty. When is the meeting? I What time is the meeting? It's at nine thirty in the morning. ~ 9.15 = early 9.30 = on time When do you start I finish work? What time does the bank open I close? Could you please confirm the date and time of our appointment?

9-45 = late

~cabulary

file

Days, months, seasons, dates Days

Months

Seasons

Monday 2 Tuesday 2 Wednesday 2 Thursday 2 Friday 2 Saturday 2 Sunday 2

January 2 February 2 March 2 April 2 May 2 June 2 July 2 August 2 September 2 October 2 November 2 December 2

Spring 2 Summer 2 Autumn 2 Winter 2

Note: days and months are always written with a capital letter. 16/3/2004 = the sixteenth of March, two thousand and four (BrE) 3/16/2004 = March sixteenth, two thousand four (AmE) in spring, in January, on Monday, on Tuesday 18th August at the weekend (BrE) / on the weekend (AmE)

Prices and percentages How much is it? / How much does it cost? dollars, cents: $230 = two hundred and thirty dollars

9S¢ = ninety-five cents $12.S0 = twelve dollars and fifty cents / two dollars fifty euros, cents: €120 = a hundred and twenty euros €9.20 = nine euros twenty / nine euros and twenty cents pounds, pence: £31.40 = thirty-one forty / thirty-one pounds and forty pence What percentage of businesses use the Internet? 7S% = seventy-five per cent 2.S% = two point five per cent

Weight, volume, dimension Weight

Volume

Dimension

92g = ninety-two grams 2Skg = twenty-five kilos

soml = fifty millilitres 31= three litres

80mm = eighty millimetres 10cm = ten centimetres sm = five metres

How big is it? How heavy is it? How big is it? How much does it weigh? What's the volume? What are the dimensions? ism x 10~ x 8m = fifteen metres by ten metres by eight metres It is is m long / 10m wide / 8m high. length = ism; width = 10m; height = 8m

160

I

~-

sending

~Irregular verb

run seen swum worn won come been was paying running came cut cost eaten growing set wearing written wrote sent shut showed swam told took waked wore or woke met meaning made lost left ran saying seeing meant saw became broke coming chosen did ate flew found going given had grown held went drew shook shown stole taken understood woken shaken stolen read said sold built broken chose dealt done fell driven drove drunk drank drawn flown knew heard learned fallen known become or learnt setting meeting putting cutting costing eating getting past participle making losing leaving reading seiling forgetting hearing having knowing learning shaking showing stealing spent swimming thinking teaching taking waking winning brought choosing caught dealing drawing falling driving giving finding grew gave begun gone quitting put becoming beginning buying building bringing breaking catching doing drinking got forgotten forgot flying holding being began sleeping shutting speaking spelling spending telling taught understanding thought writing present tense participle quit paid bought slept spoke spelled spoken or spelt

verbs

New Self-Study CD-ROMs contain: • Video •

Interactive case studies



Language reviews

• Vocabulary exercises • •

Skills practice Listening activities (This disc can also be played as an audio CD)

Other updated components include: • Teacher's Resource Book with new Test Master CD-ROM • Practice File • Test File

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