STUDENT’S BOOK ADMINISTRAMION & FINANCE David Walker Juan Manuel Rubio Santana Includes: Writing Guide Vocabulary Builder"| | : __) Office Orientation 9 Started: Vocabulary oege 113) ) | 1 eau! the e-mail, Then complete the clograny below. 4 ia Dear Ms Morgan, Welcome to Top-Sport. I'd like to describe the structure of the company to you. Mr Bruce Larson is the CEO. The company has got four departments: Marketing, Finance, Operations and Human Resources. Each department is headed by a director who is in charge of the staff under him or her. Mrs Lucy Grant is our Marketing Director. She has got four marketing managers who are in charge of the sales teams. The Financial Director is Mr Edward Brown, He heads a team of financial supervisors. Each supervisor has got an accounts assistant. Mr Gerald Trent is our Operations Director. The Operations Department has got a number of production teams headed by team leaders. They plan and develop our various praducts. Our Human Resources Director ig Ms Sally Burnes. Under her is the Personnel Manager, who has got a group of assistants, Attached is a diagram of the company organisation. | hope it will make things clear. Good luck in your new job! Eve Clark Senior Administrative Assistant, Human Resources Geer) fens eerie) 2. The Senior Administrative Assistant (A) at Top-Sport is speaking to a new Junior ‘Administrative Assistant (B). Listen to the dialogue and fill in the missing words. «) AL Thisis your". wen Lisa. | hope you've got everything you need. B: Thanks. ‘A: Let me describe where everyone in the office sits, As you can see, Human Resources is Mere 09 the? enn-vruinenn OOF, ‘And Ill be working in the HR Department, right? Yes, your job will be to assist the Personnel Manager and her staf 1 800. Marketing is also on this floor. The Operations Department is on the second tloor WS @ 9 -nsnnn—-ensnm department, $0 they've got thair own floor, ‘The Financial Department is on the * ee HOOF. B: Where do the senior management sit? A: They're also on the third floor. Bruce Larson, the CEO, is in room 301 Julie Black, his personal assistant, is in room Br OK. | hope | remember allthis, ‘A: Don't worry. There's a map of our facilities in your handbook, Now ket me explain to you how to use the photocopier and the ©.- 93 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and complete the sentences. 1. Lisa is going t0 Work if the wn 0 2. The Human Resources Department and... are both on the ae 8. The whole second floor is for the... 4, The senior management, including the anne WOTK ON thE enennen tn t 5. The CEOs non Sits in room 302. Working with Vocabulary 5. Listen and repeat the positions in colour in A. Then match A to B to form sentences. i) A B 1. The Financial Director isthe head of the company. 2. The Marketing Director plans how to sella product. 8. The Chief Executive Officer (CEO) c. manages the company’s money. 4, The Operations Director — d. travels to different places to sell products, 5. ASenior Administrative Assistant finds new employees, 6. The Human Resources (HR) Director — f.manages the production of goods. 7. A Sales Representative (Rep) -- @. ate al the workers of a certain company. 8. The Head of IT h. does office work. 9. The staff i. looks after the company's computers, 6 Listen and repeat. Then use the positions to complete the answers to the questions. 4) Personnel Manager + Production Team Leader + Senior Management Financial Supervisor + Personal Assistant (PA) + Accounts Assistant + Junior Administrative Assistant 1. You would like to meet the CEO. Who will YOu talk 107 HEP .—neenuenvsnsnene 2. You are an employee and you would ike to go on holiday. Who wil you go to? Tht en ee 3. You need someone to photocopy documents, Who will doit? A. 4, The company has come up with an idea for a new product. Who will be in 5. Youneed someone to manage the company’s money records, Who will do it? > Chief Executive The Officer (CEQ) = 6. You need someone to check money records Seireging Coctor and payments, Who will you rite? IM) nnn Coen Listen to the Marketing Director introducit Te peampery one gourmet VALE anew Marketing Manager tothe staf in the department. Match the people below to their 7 Listen and repeat the actions in colour. Then circle the correct answers. 4) 4. Clare Jackson 1. sell a.ajob b. a product Ed Hans, 5. The sales toam 2, hire: a.newplans —b. new employees | 3. Mark Hall 3, explain how mets customers out ofthe office. fouse: aamachine _b. adepartment Is n charge of market research, 4. describe: aaname —_b.aproblem Rite uae hee 5. develop: a. aproduct bp. ane-mall i e : assists Mrs Smith, the Marketing Director, charge of: a adepartinent b. a day se cletae of pros ce rnctional 8 bein material 7. assist a.amanager —b. an officeFinding Your Way (Gating Started: Vocabutary age T13)) 1 Read the two e-mails. Then complete the floor plan below with as many room numbers as you can. +) Dear Mr Rogers, Your interview next week is with the Marketing Director. His office is on the second floor, Room 207. I's the last room on the right. When you come out of the lift, you will be in front of Room 202. Turn right. Then, turn left ‘and walk down the corridor past the Conference Room Isit in room 206 which is opposite Room 207, Please come to see me first. There are some forms you have to fill n before the interview. Hook forward to meeting you. Sincerely, Kelly Sanders Merketing Department Dear Ms Gleason, Your interview next Tuesday is with the Human Resources Director, Her office is on the second floor, Room 203, When you come out of the lift, turn left. Then, turn right, Room 203 is the second roam on, your left, Sincerely, Lisa Jones Human Resources a Stas Ltt P3 4 ‘Two visitors (A and D) at a company are assisted by employees (B and C). Listen to the dialogues and circle the correct answers. 4) 1. At Excuse me. I've got an appointment with Mr Chandler at Cosmic Electronix. B: He's in room *471 / 1417 at the end of the corridor, When you get aut of the: it on the * fourth / fourteenth floor, turn tight andl then lft A: And where's the lift? It's over there, opposite the stairs ‘Az One more ® thing / question. How do | get to the toilet B: There are toilets here in the lobby, next to the i ‘A; Thanks for your help! B: You're welcome, 2. Ct Good moming, Mrs Landy. Welcome to Cosmic Electronix. 'm Amy Adams, a production team * member / leader D: Nice to mest you, Amy. Your offices are lovely ©: Thank you. Would you like something to rink before your meeting with Mir Carlyle / Mrs Cariyle? D: No, thanks, ©: Then Ill show you around our offices nd introduce you to everyone. D: Thatwould be nice /fovely C: The Operations Department is on the top floor, so we'll take the lit Practise the dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogues in Exercise 2 again. Then write T (true) or F (false) next to the sentences. Correct the false sentences. 1, Mr Chandler's office is on the fourth floor, ext to the lit There are toilets on the ground floor. 3, Mrs Landy tikes the offices, Mrs Landy wants a cup of coffee before the meeting, 5. Amys taking Mrs Landy to the ground floor,oO Working with Vocabulary 5 Listen and repeat the words. Then use them to _—7-_ Listen and repeat the words and phrases complete the sentences. +) reception + ground floor + lobby + top floor conference room + maintenance + warehouse cafeteria + car park + toilet + kitchen stockroom 4. We wil need the nnn for our meeting on 27th March at 10.00. 2. You go into a building on the 3. There isa men’s and a women's ‘on every floor of the building 4, You can buy sandwiches in the 5, There's a lovely view of the city from the of the building. 6. You can ask for directions to Mr Brent's office at the desk in the 7. You can make yourself a cup of coffee in the 8. There are hundreds of products on the ShNES iN the COMPANY snnrmmnnsnnnnnnne 8, THEE 18 snmnmn under the building and there's also one opposite the building, 10. We have gt 8 ven ——nnee-» department, “They repaired the window in my office last week. 11, We keep office supplies, such as paper, folders and staplers, in the 6 Listen and repeat. Then match the words in A to their opposites in B. A B 1. up - a behind 2. enter b. exit 3. turn right ec. down 4, in front of dé. tumieft Inthe UK, you enter a building on the {ground floor and you go Up to the first flaot. in the US, you enter a building on the frst floor and go yp to the second toot. in colour. Then complete the sentences according to the floor plan below. 4) 1. Go up the stairs to the first floor. Tho _ison your left 2. The ns I$ 07 the frst floor, opposite the lift 3. When you leave room 603, tur left Go past Human Resources and you'll find the ‘on your right. 4, Take the lift to the sixth floor, then turn right. Room 602 will be on your right, I's between rooms... ‘and 5, Take the lift tothe first floor. Tum right and go straight. The... Is at the end of the corridor. | Tolets ©) stockroom 102 | Cafeteria | 8” yo) 103 UR Stars TONES) vcen nance Human, Conteence i apaitiene enue ta You have got an incomplete floor plan of the Sth floor. In turns give your partner directions ‘to one of the places on your floor plan. Continue until you have both completed your floor plan, Student A: Use the floor plan on page 84. Student B: Use the floor plan on page 93.28 Practise the dialogue in Exercise 2 with a partner. Started: Vocabulary (page 174) ) Read the advertisement on the Internet. Then write T (true) or F (false) next to the sentences on the right. 4) Employer: StarOrb Corporation Job Responsibilities: Telephone: answering incoming calls, screening calls, taking and delivering messages, Correspondence: distributing incoming mall, sending emails end faxes, updating mailing lists Meetings: scheduling meetings, typing agendas for ‘meetings, taking minutes, assisting in preparing Presentations, The administrative assistant Fulltime work ~ Monday to Friday, 1. wil as to ollents phoning the company 9,00 am to 5.00 pm — 2. will write letters to people on the Candidates must have experience in: Tear word processing, spreadsheets, data entry and will sometimes be in meetings searching the Internet wil work every weekend Click here to apply as a candidate. must have a university degree must know how to type eae 2 AManager (A) is talking to her new Administrative Assistant (8). Complete the dialogue with the words below. Then listen to the dialogue and check your answers, +) arrive + taking + office + helpful + drink ‘A: Kato, I'd like to talk to you about your * aa duties. First of al, as my assistant, you're responsible for receiving visitors. Always offer them a Br Should | keep a log of the visitors? ‘A: Yes, here's the log. You must record the time thay 7 and leave and who they're visiting, B: No problem, Az You'll also be in harge of office supplies. You must keep track of them by : an inventory and you should order new supplies when necessary BB Who do order the supplies from? A: Barbara, the Senior Administrative Assistant, can give you the shop's details, You've met Barbara, ight? Yes, 've spoken to her, She's very ® - (Tie!) + Barbar ie how youhow we acumen Butts, OP) would you please type this agenda? I's important a ore 5: With pleasure, Would is more polite than using Can, A Thanks, Kate Could you please type this agenda? Would you please type this agenda? ‘Can you please type this agenda? Pay attention to the expressions in colour.4. Read the dialogue in Exercise 2 again and 7 sten and repeat the office routines in colour. complete the sentences. ‘Then circle the correct responses. +) 1. Kate has to receive... tothe 4. Canyou show the visitor around the office, company. please’? 2. She must write OWN WHEN nnn a, Of course. Please sit down, er vt b. Of course. Please follow me. 8. Kate must check that there are enough 2. Can you distribute the incoming mail now? a. Yes, I give it out right away. Yes, I'llsend the letters now. 3. Should | order supplies? a. Yes, I'ltel the staf. 4, Barbara will explain to Kate how to 5. Kate if NOW GOING tO nn Sail b._ Yes, we need pens, envelopes and paper. BY Working with Vocabulary 4. vous ssc rein MrBames and me, please? 5. Liston and repeat the office routines in colour. Cen Mae ied Then tick the logical sentences. Carlen, (chess Chescfan 1. Ihave to go to the post office to sencl Bi Gartetnbi ineactthia camara, e-mails, 8 Listen and repeat the words and phrases —- 2. You should always receive visitors RGAE TIVO ae politely. ‘sentences. 4) 3. Msend a fax with al the detals A 4. You type agendas for mestings before 1. Data entryis the process of. you have the meatings. 2. Word processing isa 5. I'file documents that you want to throw computer application that out ieee themmeynace so Mis Cron Be 4. You can prepare a presentation with soon as she reins. 7. When you answer incoming calls, you 5 When yolrkesp track ofsorrething, you Usa the telephone. B allows you to type documents. b. posters and dagrams. ©. collect information about what's happening over a period of time. 4. charts that help record and analyse data. putting inforation into a computer. 3. Spreadsheets are . 2 6 Listen and repeat the office routines in colour. ‘Then circle the correct answers. +) 4. You take a message when someone's... a. waiting for a:call ©. not in the office 2. When you type letters, you use a ape 8 ene @. advertise information Listen to a conversation between a senior b. find information administrative assistant and a junior 4 Youupdts a mat It th scniittv asta Tek he ten that @. names and addresses of your customers to do today, 4) 'b. information about your company 1, receive a visitor a Yin menace. eee 2 indaphere rember eee b. decide if you should transfer it }. update a mailing list 6. Youtke maton Geman a. ata meeting b, to.check the time 7. Ifyou keep a log, you ... information a. record b. earn prepare a presentation ~ fle documents 3. take an inventory of office supplies order office suppiiesPurchasing Office Equipment (Getting Startea: Vocabulary (page 114) 1 Read the e-mail. Then answer the questions below. 4) 20th December, 2013 Dear Mr Preston, Thank you for your enquiry regarding pricing information, Here is our quote: ‘Quantity and Description of Item 10 three-drawer fling cabinees Price perunit _| Price | £101.79 £1,017.90 5 projectors lias 6545, | e.728.06 (3 shredders i jer £531.66 |A black-and-white photocopiers | £5,460. £21,840 Subtotal | £26,11456 VAT 20% £5,222.91 Delivery date: 12th January, 2014 Total 631,337.47 | Because we haven't had the pleasure of doing business with you before, we would like to make you a special offer If you confirm this order within five days, we will give you a discount of 15% on the order Sincerely Max Grey Director of Sales Department a) Fly's Glos Eeuiprrient ‘in English, for numbers in the thousanels we \write 5,460 (not 5.460) and for decimals we write 177.22 (not 177,22) 1. Who would like to order the equipment’? nee es 2. Abank clerk (A) is ordering office supplies on the phone fom a shop assistant (8). ston fo A eas ti Piphecieed eae romcbisceETy es iceman Be sleigh Good morning, I'm calling from Grey Bank, I'd like to order some supplies, please, Sure. What would you like to order? First, we'd like two packets of highlighters — ‘one blue and one * se ee How much is each pack? 5. What type of photocopiers doas he nead? He 2. for a packet of ten. Fine. We also need a dozen staplers, What type do you want? We've got the smell nber? ‘ones that staple up ta a : sheets for $3.76 each and the large ones that staple up to 100 sheets for 7 each I take the large ones, please, No problem. Anything else? We've run out of writing pads. I'd fke 100. the purchase price, B: OK, so ten packets of ten writing pads in ‘each, Each packet is * A: That's it, When will our order arrive? B: It should arrive by 11.00 tomorrow. A ‘Thank you very much, 8, How many fling cabinets does he ni a? 4. How much does one shredder cost? 6, What special offer wil he get if he confirms the order on 23rd De Pre Value Added Tax. a tax added ontoPractise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again and complete the invoice for Grey Bank. Pearson's Office Supplies ‘Company: Grey Bank. Customer #98950 voice #18752 ttem{No.) Quantity PASPEF Total | sae packs” $800 1600 re iam [P—| 81989 | se ww (faci £146 evasso Subtotal £401.58 Working with Vocabulary 5. Listen and repeat the phrases in A. Then look at the pictures below and match A to B. 4) A B 1. apacket of m= @& paper 2. asheet of — B. scissors 3. arollof — ¢ staples 4. a pair of d._ sticky tape 5. abox of @. highlighters 6 Listen and repeat the equipment below. Then use the words to complete the sentences. «) shredder + filing cabinet + photocopier wastepaper bin + coat rack + projector scanner + air-conditioner Be YOU US 8 ann to make copies of a document. 2. Wlineed a to show the chart. 3. Itshot, Can you turn on the. 2 4, Hang your jacket onthe 5. I'd lke to have these old photos on my computer. Have you got a enh 6. Weuse a. to destroy confidential documents, 7, We file documents in the wnnm-e Don't throw food into the 7 Listen and repeat the words and phrases in © ‘Then match them to their definitions in B. 4) A 1. price per unit 2. subtotal 3. shipping cost 4. invoice 5. delivery 6 quality B <= 8 getting items to a customer -- b. how good something is ¢, how much each item costs d, a document which lists the items that ‘were ordered and their prices — ®. the price of all the items ordered, not including tax {the price of sending items to a custorner 8 Liston and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct sentences. 4) 1. ve @HHIEIEBD priming paper. havent got ary, ; Tia ce wi a en of recaiving the order, Nghe you 20% How much has he @ABURIBD you fr al the office supplies? 5, Since you are a new customer, 'm giving youa {wo for the price of one, 6. ve @HBEBED paper clips. | haven't got ‘enough, Ifyou order a large SBESENOMB?, you'll get a better price, se ‘Student A: You work at Wilson Furniture. You call Spring Office Equipment to order equipment (Order the items on the list on page 84 ‘Student B: You work at Spring Office Equipment. ‘Ask and answer questions about the items the customer is ordering according ' to the price list on page 93, We Then complete the invoice ‘on page 98. SALES A @ wnting Tasks, pages 103-104 Y Workbook, page ST](ating Stariea Voc 1 (oage 118) Read the e-mail. Then complete the sentences below. +) Ea eae To all employees, We have got a new voicemail service and we want everyone to learn how to use it. Over the next two weeks, Kim from the IT Department is going to call each of you to arrange a suitable time for a short training session (about 15 minutes). She is going to show you how to retrieve, replay, save and delete messages. She is also going to give you your own personal access number. If there are any problems, please contact me. Lucy Forbes Head of IT “The training sessions won't be very ‘Thay are going to learn how to save Each employee is going to get a personal employees have got any problems, they should eorene A supervisor in IT (A) is showing an employee (8) 3 how to use the voicemail service. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. +) office » listen » send » number » of course ‘A; How do I check my incoming messages? First, enter your access code, 9, What's my access code? WW check and *... ‘And what do | do after that? Dial 151#. Then press 1 to retrieve and * to your messages. How do I replay messagos? Press 8 to replay messages, press 4 to save messages of 2 to delete messages, Can | fast forward or rewind messages? Bo Press 7 to fast forward oF Bo rewind. When I'm not in the * anne 68M retrieve my messages from any location? Yes, you can. Simply dial our voicemail service Bn «Its 778-411-1280, A B: it to you, = 2 12 ‘The employees don't know how to use the voicemail service because it's is going to teach them how to use the voicemail service, Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then read the quotes below. Which number on the voicemail system should each person press? 1. “Iwant to save this message.” 2. “Iwant to hear this message again right now." *Lwant to retrieve my messages.” “I don't need this message any more.” “Lwant to fast forward to the last 80 seconds of the message,” 3, #= hash tar / asterisk 150# = one-five-oh-hash 1155# = one-double five-hashWorking with Vocabulary 5. Listen and repeat the words and phrases in colour. Then match A to B to form sentences.) A You dial a phone number Press this button .. ‘You can't listen to a message ... When you rewind a message, When you fast forward a massage... When you want to listen to incoming messages, ... B to record an outgoing message. aller you delete it. you move it closer to its beginning, when you want to contact someone. you must enter your access code. you move it laser to its end egsepe rpasge 6 Listen and repeat the words in colour. Then read the sentences and write each word next to its definition below. +4) a. Why did you save all these messages? Do you want to isten to them again? b. Gan | retrieve voicemail messages from any location? ©. Let's replay the outgoing message, 50 we can review t. 4. Did you modify the outgoing message after you listened to it? Place: Play AGAIN: Ot: change: keen: ead oF liston to carefully: eosenen G) @) Listen and repeat the words and phrases in colour. Then tick the logical sentences. «) — 1. You place the receiver on your ear and near your mouth. 2. Amobile phone has got a cord. 3. You can press a button to change the volume and make it loud, 4, The phone is off the hook because the receiver isin the correct place. 5. I'mgoing to put you on loudspeaker 80 ‘everyone in the room can hear you. Julie wants to record some outgoing messages her voicemail. Tom from the IT Department is helping her. Listen and choose the correct answers. 4) 1. First of all, Jule enters her a. name b, access code ©, outgoing message To record a daytime message, Julie needs to ‘choose ... a. the number *1" b, the number “2” ©. “daytime message" . Jule should press 8 .., her message. a._before she writes, b, when she begins recording ‘©, when she finishes recording ‘To modify her message after she reviews it, she should press the number... a4 b. 6 °, 9 there is an emergency at night, the caller should a, call back b. press 9 or 6 ©, press 111 BUsing the Intranet (DeGetcea Started: ocsbuiey baoe 719) “The topic of the memo is problems with the 1 Read the memo. Then read the false Intranet, sentences on the right and correct them by changing the words and phrases in bold. 4) 2. Employees must click three times on the ‘company icon to lag into the Intranet, Toall employees, Here are instructions for logging into the company Intranet. 8. Employees need a company icon to log into the Intranet. To log in: 1, Double click on the company icon on your desktop. 2, Enter your usemmame and password, Your password should include both leters and numbers. For increased security, you should include upper case and lower case letters, numbers and symbols. 4. Forincreased secutity, this is @ good password: S4AZL8, 5. You can share your password with your boss. 6. You can use the Intemet and the company Intranet at the same time, Notes: 1, Never share your password with anyone, including other company employees. 2, Never accass the Internet while you are using the company’s Intranet. For help with logging in, sending e-mails or using the Intranet, ‘all the IT Department and one of our technicians will be happy to assist you Kevin Jackson TT Department In everyday speech, Uuppar case letters ar Sandra (A) is asking Jackie (B) for help with an ‘e-mail, Listen to the dialogue and circle the o< correct answers. 4) ‘A; Jackie, can you please "look at / read this A e-mail? Is it OK in your opinion? B: Sure. Wel, Sandra, everything you have ® written / done is fine, The heading is bia The flow chart is clear. But | would move this paragraph to the beginning 3. Practise the dialogue in Exercise 2 with a A OK. cut and paste it fect patent ttemnpreneterete B: Algo, | think you should bold the dates of the meetings. They're the most ® jateresting / 4 Read the dialogue in Exercise 2 again. Jmportant information in the e-mail, Then tick the things that Jackie suggests ‘A; Goo! clea. Should I bold the room / doing. ‘phone numbers, 100? 1. maving a paragraph to a different B:_ Yes. You can bold them or maybe you should place underline them. 2. bolding the dates of the meetings ‘A: What about the font? Is it big enough? — By Ondering thernamas of tha pecote B: ts fine. 4, making the font of the e-mail bigger ‘Ac Great. Thanks for your help. llsend the 5. replying to Mr Talfet ‘email § now / soon, B:_ Look. You've already got a reply from Mr Taf. ‘As Let's see. Oh, nol | forgot to send the attachment with the e-mail, 4owe © Working with Vocabulary 5 Listen and repeat. Then write the correct, 6 Liston and repeat the words in A. Then match words and phrases under the pictures. 4) the words in A to their meanings in B. 4) paste + upper case letters + username A bold » cut + underline + copy + itallos 4. bogie ® ken lower case letters + flow chart » password 2. log out 7. reply 3. font 8. forward ‘Amysun A45$*nn¥ 4. paragraph 9. attachment 5, doubleclick 10, desktop B a. style of alphabet letters 4s onllS@rname.... Bee — B. go out, leave © press the button on the mouse twice u Z - d, asmall picture AbCdE AbCdE 8. agroup of sentences on the same topic _- f. send on to someone ese g. the working area of @ computer sereen — he answer meres ce i. gointo, access i: another document sent with the main document ABCDE abcde 7 Listen and repeat. Then look at the screen below ‘and write the correct letter next to each word. 4) 1. background 4. row 2. heading 5. bullet z 7 pore aea 3, column B ff Br Calls Incoming cals decreased in 2010, {n 2012, there was an increase ia incoming calls across all markets, | 2009 | 2010 [2011 2012 08 25 a7 +e F Sas soebsanins 10, Dyin) ‘Student A: You are a new manager and you call the IT Department for help with your voicemail and Intranet, ‘Ask questions to complete the information on page 84. Student B: You work in the IT Department. Answer ‘the manager's questions using the information on page 94. "1 YY workbook passé) 1516 x 3 Getting Started: Vocabulary (page 116)) “\ 1 Read the page from an employee handbook. Then answer the questions on the right. 4) Handling Incoming Mail . Open the mail and stamp each document with the correct date. Document the mail in the mail log. List the sender's tame and address and the recipient's name. . Sort the mail according to the chart below and distribute it liver mail marked “confidential” or “personal” directly to the recipient. Do not open it. Sorting Procedures | product manual ‘Types of Mail Department bank statements, invoices, Accounting cheques, receipts contracts, letters from lawyers Legal customer complaints Customer Service requests for product Salen information jab applications Human Resources | Research & Development 1. What is the first thing to do after opening the mail? 2. How does the company keep track of iis incoming mail? 3. Which department or person should the folowing go to? . Aletter saying, “The paper often gets jammed in the printer." ‘An envelope marked “Confidential for Mrs Holmes, Managing Director.” ©, Aletter saying, “I've completed my Masters in Engineeting,” 2 The Manager of the Mailroom (A) is speaking to (23. Practise the dialogue in Exercise 2 with a partner. anew clerk (B). Listen to the dialogue and fil in the missing words. ») ‘A: I'd ike to explain the procedures for handing ‘outgoing mail. First, you collect the mail from the outgoing mail basket in each AETY.00 Nd one 2 Right? Yes. Then bring it here and check all items, What exactly should | check? Make sure all letters are signed and enclosures are included. Also, check that the address includes the correct postcode, How do | know what the postcode is? ‘The postcode directories are ™.. Right! What about postage? You weigh the envelopes and determine tho postage using this chart. | see. Are items sent by first class or second lass post? A; We usually use * -—— post unless the item must reach its destination the next day. Oh, and all logal documents must be sent by registered mall REED RORe Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again. Then write T (true) or F (false) next to the sentences. Copy the words that gave the answers. -» 1. Each department takes its outgoing mail to the mailroom, 2. The cer usualy writes the postcode, -- 8 The cost of sending a letter i deterrined by its weight. 4, Second cass post is faster than frst class post. 5, Contracts must be sent by registered mai dalvery and second class post sully takes 2 or days,Working with Vocabulary 5 Listen and repeat the types of documents in A. ‘Then match each type of document to the reason for getting it in B.) A 1. cheque 2. customer complaint 3. job application 4. request for information 8. receipt 6. bank statement 7. contract 8. directory 9. product manual B A customer is unhappy. The company has paid for something The company is receiving money now, The company wants details about iis accounts. The company wants to be in a legal agreement with another company. f. Accustomer wants data about the company and its products or services, ‘@: A person wants to work at the company. h. A customer needs instructions on how to Use a product i. A.person needs an alphabetical lst of people or organisations with their details, such as addresses. aepe 6 Listen and repeat the words in colour. Then decide if the pairs of sentences have got the ‘same meaning. Write S (same) or D (different). 4) - 1. a, [ve documented today's mai, b. I've opened the mail 2. a, The postage for this lottor is £1.28. It costs £1.28 to send this letter, This bag of mail is domestic. ‘This mail is going out of the country. ‘The letter reached its destination, The recipient got the letter Mr Ross signed his letter, Mr Ross wrote his name at the end of his letter, Al the letters were stamped with yesterday's date All the letters wore sont yesterday, The package weighs 2.5 kilos. The weight of the package is 2.5 kilos, ‘This letter has got two enclosures. ‘Two documents are attached to the fatter. ce gecas 2 7 Listen and repeat the words. Then use the ‘words to complete the sentences, «) mail log + postcode + registered mail international « sort + sender + collect —_ _.. mail is addressed! to places outside the country, 2. When you write a letter to someone, you are the 3.1 the outgoing mail from ‘every department twice a day. 4. We. _— the inoming mail before we distribute it to the departments, 5. Itis important to lst all the incoming mail in the 6. Youuse togeta confirmation that a latter has arrived safely 7. Can you tel me the as fF Camaty Street in London? @ \we oftsn use abbreviations {or different types of wee streets, pes Natale Te. Strest = St Target Des Road = Rd reste Avenue = Ave. ‘Banbury On Boulevard = Bld. Listen to a conversation between two mailroom clerks about handling incoming mail. Tick tho topics they discuss. ) 1. sorting mall efficiently stamping mail throwing envelopes away documenting mail vmriting an address correctly ‘opening confidential mail letters for more than one recipient Noonan 7Using a Courier Service (7 Getting Started: Vocabulary age 110) ) || Read the waybill. Then complete the sentences below. 4) SZ Speedy Services Speatyectonacom "°°" ‘Receipt No. 20314 ‘Company nama: DIT Electronics 7 " ‘Sender's name: Ronald Green porcels: | comple parts ‘Address: 115 Chuich Soot Ciy / Country: Livrpecl, UK tiem | length | Widh 13.em | Zen Ven | Bem 3. [2am | 106m 5akg \4 ‘Compeny nome: Epcot Computers fect’ ae: Poel Hee ae res 29 Fe Stet = (iy 7 County: Bringhan, UK [Poncode 85 GH | Fe ovcy om hat | i ‘Telephone: 0121 496 0000 % Receiver's name: Pomela Hawkins Senders name: [Collected by Doe: es tll leew Sawer?” | 2/2/2013 vw D7 fe | ‘Sender's signature Date: 3/2/2013 all Gn 1, Thename of the company sending the goods 2 The Shipping Manager (A) is training a new | Bots shipping clerk (B). Complete the dialogue with 2. Theteagent ebemeahi ‘the words below. Then listen to the dialogue and check your answers. +) 3, The goods were ook goode wore coco by a cour on skies ¢paradiog geal Haepekens one ‘A: You are responsible for»... 7 the shipment of goods, This includes SOUR Best ecee cams Heh preparing packages, doing paperwork and tracking shioments. How do | prepare packages? First, you must put the gaods in a - Fragile items need extra protection, such as bubble wrap. Then weigh and measure each package. B: Do | labol the packages? A: Yes, you must attach our company label and any relevant special instruction labels Also, always eke sure the recipient's is written clearly, B: Right. What about the paperwork? mo high. H 7. The special instructions onthe packages say: =e “The goods reached ther destination on ata BBoth the metric system and the imperial system are used in the UK. Metric A: You fillin this form for the courier. Its called 28,950 grams ‘a waybil. One copy goes to the courier 0.4563 kilograms and you should 7 the other one here. B: OK. How do | track the shipments? A To make sure the shipments are delivered can time, you can either ® the courier or aocess the couriers website using our password. The website has got updates on all the shipments,Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases in © Pay attention to the expressions in colour. colour. Then circle the correct answers. «| 1. Youlabel / messure someth Sond tetnlgia In Execin 2 nom a py Youllel measure someting to chock the sentences that have got the same meaning as the sentences below. 4 4. Pack the items, 2. You use bubble wrap / goods to prevent an item from breaking, 3. You must irack / inspect each package \ Sea remeelt aeee carefully betore it is sent. 2. Cheok how big and heavy each package is, 4. Did all the items arrive in good condition / mh ceinesiean . special instructions? ‘3. Check each package has got the details of its 5. Use that nice paper to mark / wrap the destination aitts. ie a 6. According to the update / waybil, the 4. Give a copy of the waybill to the courier. shipment is 80 kilometres from Miami, 7. I wanted to know how high the package 5. You can cheok if shipments are on time on ‘was, so | measured its width / height. the Internet: 8 Listen and repeat the words. Then use the - ‘words to complete the sentences. +) parcel + paperwork » signature + insure pick up Working with Vocabulary 1. Don't forget to add YOUR ne the cheque, 5. Listen and repeat the words in colour. Then 2. What's inside this 2 Circle the TWO correct answers. 4) Its very heaw. 4. You can gend a shipment of 8. Where is the courier? He must a. books —b. messages _c, clothes sose=—e—nen th packages 800N 2. The length of something can be 120... because we're closing in an hour. a.melres b. centimetres. c. klograms 4. There's a ot of, nto do 3. Acourier Isa... that transports items, today. Ihave to fil out these fons and fle a.vehicle b.person ——c. company those documents. 4, An example of something fragile can be a... 5. You must... the shipment a.clock —b.TV c. shirt It.can get lost or something can happen to it 6 Listen and repeat the phrases. Then write the correct phrase under each label. keep dry + handle with care keep away from heat » this side up NTA win Student A: You are a manager. ‘Turn to page 84 and give the mailroom olerk Instructions on how to send three items, ‘Student B: You are a mailroom clerk. A manager is giving you mailing instructions. Ask questions to ‘complete the chart on page 94, YY Workbook, page 101920 Ocean Shipping UK LTD Full Container Worldwide Shipping Specialists ‘StMurin Grove Lane CCherwel Essex IG7 6D United Kingdom ‘SHIPPED FROME ‘Company Name wilson MicrosystemsLtd en Ha Shipping Order no. 1245/13 qe [Company Name LectrumGroup ‘Contact Name Margaret Grennan, [Contact Name Emilio Vinuesa del Comal “Telephone number (Business hours) 01424-254-5679 Street Address 25 Mosley Street City -Province / State Hastings East Sussex INSERT lechone number Gunes hour 047 #56568 ‘Count Spain mall Address (hpnent wach information avalabie va eal, margaretbrennangulson co.uk Email Address (Shipment ecling information avalable vire-ma, \vinuesadelcartabolectrumoroupees | Place of Receipt (ifferent to sender’ address) Shoreham Container Terminal Port of Discharge 00) cxjén Port Port of Loading Pot) Scheduled Vessel Place of Delivery ‘Shipping Term Shoreham Port Spirit of the Sea cy Fol 20'(foot)containers FL} [No.of Containers Pacineae Reference Number/s TRAST IPAOND 40’ foot) containers (FCL) | No.of Containers 3 Freight Charges 675 renters hesie Reference Number/s TASS ‘Terminal Handling Charges (THO Peer £154 ‘Total Charges £1369 SHIPPER'S DECLARATION We warrant that the detals of cargo declared above ate corect. — -nennnenmaren (Logistics Manager) Signature SHIPPING ORDER OFFICE COPY) 1. The shipper specialises in sending full containers, 2. ‘The shipper can send containers to other continents, 3. Its impossible to track the shipment 4, The shipper will pick up the containers in Hastings. 5, The name of the vessal carrying the containers is listed 6. The shipper only offers one size of containers. Tip! Common abbreviations in the shipping industry are: CY = Container Yard (containers delivered at container yard) FOB = Free On Board (containers delivered on board ship without charge to the buyer) FCL = Full Container Loads LOL = Less than Container Loads ‘Can you find more abbreviations in the shipping ‘ordor in Exercise 172 The Shipping Operations Manager (A) is talking to the CEO of his company (8) about a new shipper hired by the company. Listen to the dialogue and circle the correct answers. 4) A: We're very happy with the new shipper that we hired last ' week / month, They are offering the best rates at the moment. No one can compete with then. B: What discounts are they offering us? ‘A They're offering us a * 12% / 20% discount ‘on shipping orders to Europe. We only paid {£1,600 for our shipment to Valencia last week. B: How mutch did you pay for a simiar shipment by another shipper wo / a few weeks ago? ‘A; We paid £ * 2,000 / 20,000. B: OK. We're saving money, but do you think. they're reliable? A: Yes, Ido. They guarantee fast shipping and the shipment to Valencia was completely free of damage. B: Is it possible to track their shipments online? ‘A; Ohvyes, we tracked the shipment with our ® smartohones / tablets B: That's great. You know, the biggest problems are loss and damage. So it looks lke we've found the perfect shipper. P23 Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again. Why is the company pleased with the new shipper? Find three reasons. Working with Vocabulary 5. Listen and repeat the words in colour. Then, circle the correct answers. 4) 1. Asshipper transports / sells goods. 2. Afreight container isa large metal box used for transporting goods / passengers. 3. Acontainer terminal is located near the sea / an airport. Volume is size / quaity. The consignee is the person who sends / receives the goods. Worldwide service is international / local A vessel isa large box / boat. Cargo is transport / goods. A company's rates are its prices / services. A quote is a definite / an estimated price. oe eane 6 Listen and repeat the words in colour. Then complete the sentences with the correct words or phrases. <) from + will arive + onto + has come from 1, The workers load the cargo the ship. 2, The workers unload the cargo the ship. 3. The port of origin is where the cargo 4, The port of discharge is where the cargo 7 Listen and repeat. Then use the words and phrases to complete the sentences. 4) free of damage + compete + reliable guarantee * loss + free of charge + contact 1. How can a small business aaea—e with big international companies? Be CaN YOU nn that these goods will arive at the destination before Saturday? 3. Whois our ‘ in Miami —is it Mr Jones? 4, Did we receive our goods in perfect condition? Were they nun all 5. Isthis extra service... —?Isit included in the rates you've listed? 6. A.customer has just phoned to complain about the ‘of his cargo! 7. Is the shipper’ service aways good? Is it 2 The Shipping Operations Manager of a company is having a phone conversation with the Sales ‘Manager at Ocean Shipping. Listen to their conversation and complete the sentences.) 1, Mrs Sulivan is phoning to complain about the v--onrnem that they've received, 2, Ocean Shipping is offering a... % discount on shipping orders over £1,200. 8. Mr Becker emphasises that other companies don't guarantee... Ike his company does 4, Ocean Shipping is planning to offer an oniine tracking system 5. Mrs Sullivan and Mr Becker plan to meet at next Monday,| Import and Export | (Getting Started: Vocabulary age 117) 1 Read the webpage. Then read the senten below and copy the sentences or phrases in the webpage that give the information. 4) Are you thinking of importing from Asia? We can help you. | Sourcing4Uinasia.com is an online sourcing service that offers you assistance in finding reliable suppliers to match your requirements. | Our personnel visit suppliers to ensure their professional standards, Our Sourcing Service Package includes: | ~ Finding suppliers you can trust > Arranging meetings with suppliers ~ Assistance in negotiations Production follow-up and quality contro} > Packaging solutions and shipping arrangements ‘Sourcing4Uinasia.com can help you to identify opportunities in Asia, manage risk, minimise ‘costs and secure transactions. Sourcing4Uinasia.com means cheaper, safer and easier business. Contact us now at sourcingspecialist@sourcing4uinasia.com I The company specialises in connecting Asian exporters with buyers from other continents. 2. It looks for exporters that match your needs. I 3. Its employees meet the exporters to check thelr work: a 4. Itoffers help in reaching agreements —nmnm-enenn 5._Ithelps in arranging transport of 9000S. mun 6. It will help you save money when you do business, Getting Started: Vocabulary (page 118) 1 Read the tips from a website page, Then read the sentences below and copy the sentences with similar meanings from the tips. «) Telephone Etiquette Good telephone etiquette can create a positive ieee Follow the tips below to. Tepresent your company. presina a ‘Answering a Call "Always answer a cal before the third ing, Greet callers by inftoducing yourself and your organisation. Use a pleasant, rendly one. Put a “smile in your voice”. | Putting Callers on Hold pat pais hi h person if@ You oe franstetin 1 Tel the call wh noun ge must includ the ampany cd phone num the cal. stand the date cnd time 1. Answer ealls quickly, 2, ‘dently yours to the caller. &, Don't puta person on Fel without asking the person if its OK, 4. When you transfer cal, say whose all you are transferring. 5, When you take a message, write down when the person called. 6. Give the cal al he requested information before finishing the conversation, l Receiving Calls 2 Listen to the mini-dialogues between a salesperson (A), a secretary (B) and a manager (C). Fill in the missing words. 4) 1+ As Goce! moring, Fea to speak tothe naw» Please, It's urgent B: May | ask who's calling? A: Yes, I'm calling from J-Leasing. We've got ‘a spacial offer for your? B: ll put you through to our Purchasing Manager, Mr Bennet. Just one moment, please. Good morning, Mr Bennet, I'm transferring a call from J-Leasing, Good morning, Mr Bennet. I'm calling from J-Leasing. We've got a special offer for you. ‘We only consider offers received in writing. You can send it by e-mail or ‘AS Alright. Ill send it and call back later today. Kim, can you please come into my office? B: 4 oo C: Kim, you should avoid transferring calls like that to me. B: Oh, sorry. Should | have taken a message? C: No, when someone calls with an offer, ask them to sand itn writing, We don't consider any offers on the ith can and may are used when asking for oF giving permission, but i you're being formal of polite, use may. QB Practise the mini-dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the mini-dialogues in Exercise 2 again. Then write T (true), F (false) or DS (doesn't say) next to the sentences. 1. The caller wants to talk to the receptionist. 2. The caller wants to buy something. 3. ‘The secretary puts the call through to the ‘Marketing Manager. The company only looks at written offers, 5. It's Kim's frst week in the job.Working with Vocabulary 5 Listen and repeat the words and phrases in, colour. Then circle the correct responses. +) 1. Would you lke to leave a message? a. Yes, can you give me Mr Nelson's mobile phone number? Yes, would you please tell Mr Nelson that Mr Larkins called? 2, Do you know his extension number? a. Yes, its 0778 900129. b. Yes, it's 4706. 3. I'm sorry, Ms Sanders is out of the office. When will she be back? b. When is she leaving? 4, [Yorgot to announce the caller when | transferred the call a, Next time, make sure you do. b. Doit right now. 5. Shall | put you on hold? a, No, | can’t wait right now. b. Maybe later 6. I'm putting you through to Mr Banks now. a, I don't mind waiting, b. Thank you for transferring my call. 7. Dan has got a nice voice. ‘a. Lenjoy listening to his presentations. b, He writes a lot of e-mails. 6 Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct sentences. 4) 1. You must create a positive impression if you want to be understood, 2. I'd ike to great you to my personal assistant, Mrs Kay. a Don't ask for permission without saying goodbye... 7 4, Try to introduce receiving personal calls at work, 5. He'llhang up as soon as he gets back. 6. Always avoid visitors politely 7. Iii speak clearly ta leave work early today. 8. It's important to return your call on clients. (Your tung Listen to two phone conversations at two ‘companies. Tick the correct call in the chart. 4) Listen and repeat the words and phrases. Then use them to complete the sentences. ») call you back ¢ line is busy + professionally transfer calls » ring * urgent + friendly tone pleasant 1. usually answer calls after the frst 1 She always uses a When she speaks to her workers, | must go to a meeting now. I'l in about an hour. 4, must discuss the contract with him. It's BTN nee ne ght NOW, Do you want to wait? 6. You didn't behave. I'm disappointed in you. 7. Please don’t to Gustomer Service in the next hour. The department is having a meeting, 8. Everyone in my office is very = Hike working there. Phone call cele} 1. The person that the caller ‘wants to speak to is natin, 2. The clerk takes a message. 8, The clerk puts the caller on hold, 4, The caller leaves a telephone number, 5. The caller tells the clerk what ha/ she neods to discuss.Following Up on Messages ("Geting Started: Vocabulary (page 178) 1 Read the chart from an administrative assistant’s message book. Then complete the sentences below. +) PRIORITY MESSAGE igi Please send Kate's Kitchenware a copy of the contract with rents Thy rod SAP. EIG Electronics wants ional products for the order aoina, out tortiorrow ~ re Sek 7ahOt Contact Tkck Six on his moble Phone. Robert's sorry he sed call. If it’s urgent, he can reached at. 312-36}-8992. Please call Mark Jolson ing the delivery of the ae aatenet Enna Cooper fe to discuss the quotes from ‘Shippers, but she val be unavailaHle between 13:00 and 11:30. ASAP ia short for “as soon as possible”. 1. The most urgent message is the one for 2. Tho leat urgent meseage isthe one for 3, Kates Kitchenware wanta 4, EIG Eletonios would tke more 5. Rober leaves Bert a phon rhumber in case 6. Mark wants to talk to Denise phir ee ae Emma wants to talk to Bil ABOU enna a From 12:00 to 14:90, Bill ‘won't be able to 3 Practise the dialogues in Exerci 2 Two sales managers (A) are following up on phone messages they each received. Listen to the dialogues and circle the correct answers. +i 1. A Good 'moming / afternoon. This is Sara Fields from Cl Exports. | understand Nancy Ford was looking for me. B: Yes, she wants to discuss the contract with you. I'm afraid Nanoy is currently Unavailable, but she's specified the issues to me. A OK, Lot's “look at / go over them, B: Great, First of all, regarding the 8 delivery / payments ‘A; dust one moment, please. Let me get my ‘copy. 2. A: Goad afternoon. This is Janet Blake from EL Gardening. I'm getting back to Gerald, He left a message for mo to call B: Ill put you through to him * right away / right now. Gerald, Janet Blake is on the line, returning your cal. C: Hi, Janet. Glad you're back in the office. ‘We had a problem with a delivery ® yesterday / last week. One of the sales rops tried to assist us, but he wasn't sure how fo handle the problem, A: I'see. What was the problem? Ct We received products that we didn't order, A: Really? Let's look at the order together ‘What's the ® receipt / invoice number, Gerald? 2with a partner. Pay attention to the expressions in colour. 4 Read the dialogues in Exercise 2 again. Complete the chart. Call 1 Call 2 Name of caller: Company: Follow-up call for: Topic to discuss:Working with Vocabulary 5. Listen and repeat the words and phrases. ‘Then use them to replace the words and phrases in bold in the sentences. 4) get back to you + regarding + interrupt discuss + handles problems + essential as soon as possible 1. | need to talk about this procedure with you, Vilfinish typing the contract as quickly as | Gis 3, It's very important to get this delivery out on UM. na 4. Why did you stop me in the middle of my conversation? . 5. Ms Darcy will return your call in a few minutes. ... 7 6. Mrs Wright usually takes care of issues, but she's not here tight now... 7. I must talk to the CEO about this new Prod UG arma 6 Listen and repeat the words and phrases in colour. Then match the sentences in A to the responses in B.#) A 1. Ms Parker ig out of town, 2, Can you let me know as soon as you get an answer? 3. Where can I reach Mr Dean? 4. Have we received an order for the new dresses? 6, David is on another line, 6. Ms Shaw is currently working as a sales rep. 7. Have you got any comments about my resentation — anything | should change? B = a. Yes. Lenny’s Department Store wants, 200. Ato17-54033210, Of course, Ite you right away. Oh, when will she be back? No, it was short, but excellent! Can you please interrupt him? I's urgent! ‘She hopes to become a sales manager in the future, ereeog Listen and repeat the words and phrases in colour. Then circle the correct answers. +) 1. If something is a priority, itis more / fess Urgent than other things, 2. When you specity problems, you explain exactly / don’t explain what they are. 3. If amattoris critical, it's not so / very important 4, Ifyou are unavailable, you don’t answer / answer phone calls, 5. Ifyou missed a call, you faikect / li't tak to the person who called you. 6, There was no reply, No one called / answered the phone. 7. The ine was cut off, so we aldn't Anish the / had a long conversation 8. When you go over a document with someone, you wre / look at it together. Read the questions. Then ci responses for each question. 1. Mr Rogers would like to speak to the GEO, Is he available? a. No, 'mafraid he's out of town, b. No, 'matraid you missed his call, c. No, 'matraid he's on the ather tne, 2. When would you like to discuss the SYP contract? fa, Let's da it as soon as possible. b, Why don't we go over it after lunch? cc. When you interrupt me. 8. Did you reach Edward Fine? What did he say? a. No, I don’t handle problems wel. b. No, there was no reply. Yes, he'll get back to you with his, comments soon. 4, Is this delivery a priovity? a. Yes, i's critical that it gets to London today. Je TWO correct bb, No, they didn't specify its cost, c, No, it's not essential to send it right away. Follow the chart on page 85 and act out the conversation. ‘Student A: You're a sales rep al Penny's Sports Equipmont. Answer the phone call and take a message. ‘Student B: You are a client caling Penny's ‘Sports Equipment. YY workbook oe ts 27Read the meeting preparation form. ‘Then complete the e-mail on the right. +) MEETING PREPARATION FORM 1 January, Date Time: 9.00 am — 1.30 pm (Break: 11.00 am - 11.15 am) ‘Type of meeting: Sales and Marketing, @ onsite meeting _L offsite meeting Location: ard fier conference rom Number of participants: ....16. Agenda: 4. Sales. iawces preset aul Miler Ailey marketing strategies presentation Audiovisual equipment: Whiteboard and microphone. Refreshments: alt (biscuits curt cold drinks) Notify participants by: 4d January, 2014. Confirm participation by: 7H January, 2018. Meeting organiser: ‘Two personal assistants (A and B) are scheduling ‘a meeting. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. ) day + diary + perfect + assistant + morning A; Good moming, Ann, This is Elie from Computers Direct. I'm Emma Ryan's * a Emma has got a eating with Dan scheduled for tomorrow at 2.00 pm. B: Just a moment, please. Yes, | see it in Dan’s ‘A: Uniortunately, I'm going to have to postpone the meeting. I'm sony it's last minute, but Emma must stay in New York for another * B: I'see, Would you like to reschedule now? Yes, let's try for next week. 3: Would Thursday, 11th May, suit Emma? As Let me chack her diary, I'm afraid that won't ‘work as she’s got a previous commitment. see, Would an early * meeting on Friday, 12th May, be convenient’? That'll be fine. Alright, let's schedule it for 12th May at 8.30. That's ® snus Thank yOu. My pleasure, Elie. Have a nice day. Dear all, Our Sales and Marketing meeting will take place of an a 2. __....0n the third floor. The meeting starts at ® and ends at * - Paul Miller is going to give a® on . : = We will also learn about” - Awhiteboard and a® will be available. Light ®.. will be provided. Please confirm your participation by Shoila Parker | G23. Practise the dialogue in Exercise 2 with a pariner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 ag: Then circle the correct answers. 1. Elle calls to... ‘a. speak to Dan b. cancel Emma's meeting ©. postpone Emma's meating 2. Emma can't make it to the meating because a, she has to tly to New York. bb. she's in New York. c. she can't fly to New York this weak 8. Elle and Ann do not reschedule for “1th May because a. Danis unavailable then b, Emma isn't working that day c. Emma has already got plans on that day Tip!) Connectors such as because, since and as are used fo give reasons. That won't work because / since / as she's got ‘a previous commitmentWorking with Vocabulary 5. Listen and repeat the words and phrases in colour. Then circle the correct answers. +) 1. Hfyou postpone a meeting, ‘@. you move it to a later date 'b, you decide not to have itat all 2. Ifyou notify someone, a. you give this person some information you ask this person for information 8. If something happens at the last minute, a. its very urgent b. its at the latest possible time 4, Ifyou've got an on-site mesting, i'l take place a. inthe office b. out of the office 5. Ifyou've got a previous commitment, |, you'll definitly be out of town b. you've already got plans 6 Listen and repeat the words and phrases. ‘Then use them to complete the mini-dialogues. +) light refreshments + hold a mesting + attend reschedule + organise « convenient book a conference room « let's try for check the diary + participants 1. Az We're going to have more than we'd expected, B: Oh, then I guess we'll need a larger eating room 2. A: Can you please ..... . some cold drinks for the maeting? B: Sure, Would you like any other a 8. AS What tM 18 you to meet? B: an eatly morning meeting. Is 8.00 OK? 4, Az Bob won't be able to sewn th Meeting as for he is il. B: I'm sorry to hear that, Should we — the meeting? 5. A: Canyou for our ‘meeting on 21st April? B: Yes, what time do you need it for? 6. A: Canwe at 4.007 B: Just a minute. I'l i to see if Mr James will be available then. 3 Yeti) ‘The Operations Director is asking a production team leader to help him organise a meeting. Listen to their conversation and complete the form below. «) Listen and repeat the words and phrases in colour. Then tick the sentences that use the words and phrases correctly. 4) 1. When a meeting is longer than two hours, we usually have a break. I'd like to cancel the meeting to the 24th if possible, \'m afraid | can't meet Ms Price next week, I'd like to confirm the meeting with her. 4. Who is going to take place the mesting? Will you be able to make it on time? 6. We are going to have an off-site meeting at the Parkway Hotel. 7. Does it suit you to meet me tomorrow moming? S s Look again at the sentences that you did NOT tick in Exercise 7. Which word or words from Exercises § and 6 can replace the words in bold to make the sentences correct? Meeting Preparation Form Dette "een Time:?. Type of meeting: Opzraione lonste meeting Cloffsite meeting Meeting place: Sn Numb of participants: Participants: Operations Director, production team leaders, §.. ‘and four people fram LabTools Topic: Bregentation ta. LabToale ‘Audio-visual request: aptOp,"—— and” FRelreshments: .fuitand Meeting Organiser Braake. Leadq Booking Off-site Events (> Getting Started: Vocabulary (page 119) ) ‘| Read the webpage. Then write T (true), F (false) or DS (doesn't say) next to the sentences below. ») Cee XGI? provides management services for business events. From small intimate meetings to large conferences, conventions and exhibitions - we do itll We hold meetings with your representative in order to understand your exact needs. Then we prepare a special pan for you. ‘What do +e plan and manage your event budget. wedo? —_. We choose the best venue for your event. + We take care of eaistration procedures. + We provide auclo-isval equipment. +We setup the equipment and display. + We plan the food and beverages. What do ‘our clients say? Event Organiser provided us with excellent service They chose a great locaton for our ‘event and created « memorable experience for our guests, Andrea Moors ISM Event Organiser managed every litle detail of our conference fom planning our budget to menu selection. fe was a great success! Bob Ross, Dason's Tncing sis Bs ae Click here to check out our Photo Gallery, Event Organiser only arranges events for ‘over 100 participants, 2. Event Organiser charges a service fee that is 8% of the event's budget. 3. Event Organiser selects an appropriate place for the event. _. 4. Itorganises projectors, screens, whiteboards, etc, 5. It prepares the food. - 8. thas got many satisfied clients in London, 2 The Marketing Director (A) is talking to his personal assistant (B). Listen to the dialogue and fill in the missing words. ») ‘Ac Josh, we need to start planning our Me _.. Convention. I'd ike you to look for a venue. B: Sure. Il get my notepad. ‘A: Here's a list of places for you to call, We're going to need the venue from 14th-16th November. B: How many? tobe? ‘Az Between 60 and 70. We'll have an accurate umber by the end of = : Will you require any special equipment? Just standard audio-visual equipment: microphones, * and screens, Oh, and also podiums and laser pointers. B: What about catering? ‘A: We want two catered coffee breaks a day, as well as a buffet lunch and dinner. B: OK. I'l gat menus from several caterers. What other requirements have you got? We're going to need access to the convention hall ® hours in advance, 80 ‘we can set up our equipment and display. B: Right. Ill contact a few places and get quotes. I'l update you by the end of are there going Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again and complete the sentences. 1 7 avenue for the company's annual convention. 2. Iwill take place from a — 3. The company will know the ences number of participants by the end of October. 4, ‘The company wants to provide food for and ‘on each day. 5, The company needs to organise the a few hours before the convention begins, 6. Josh wil fn out 7 ‘of some venues and report back beforeWorking with Vocabulary 5 Listen and repeat the words in colour. Then tick the pairs of sentences with similar meaning. +) 1. a. Have you got access to the room? b, Gan you go into the room? 2, a. Our company had two important events last week. b. We had a convention in Paris and ‘a Christmas party in the office last, work, 3. a. We're going to have a display of our products. ‘We're going to sall our products, ‘This venue is big enough. ‘This place is the right size, | don't know the accurate number of guests yet. | don't know exactly how many guests we will have. 8. a, Whats the bucigat for our event? b, How much can we spend on the event? 7. a, They are going to set up the equipment today. bb. They are going to order the equipment today. @ ‘words can be verbs and nouns. We're going to display our aroducts. (Vy) ft was an interesting display. (n} ‘ can't acosss the Intemet right now. (y) Have you got Internet access? (n) pope s 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. 4) A 4. exhibition 8. podium 2 menu 6, memorable 8. beverage 7, 4. detail 8. provide take care of B give, supply lst of tems you can select dispiey individual factor tern drink remembered because it's special organise, manage ‘a'small platform for a speaker to stand on in order to be seen clearly yerpapce 7 Liston and repeat the words and phrases. Then use them to complete the sentences. +) registration + convention + catered buffet lunch + success + auditorium inadvance + laser pointer 4. We're planning to have our ennual 7 ‘on 2nd May. 2, They hold many conferences and concerts in this . eee 8. At 1.00, we're having & rumen at the hotal restaurant. 4, We have got a budget fora... inner 6. You rust give me a list of the participants WO WOKS oonnmm— 6. Group and individual aan Will Be possible online from 22nd to 31st January with a 10% discount 7. Youcan use the... to show everyone a specific item on the sereen 8. Everyone was pleased with the event. t was, abig... 8 Circle the TWO correct answers. 1. We bought new laser pointers / podiums / ‘menus for our annual conference. 2. Have you set up the display / audio-visual equipment / details? 8. We're going to have.a catered event / budget / buffet lunch, 4, Illhave access to the convention centre / auditorium / success three hours in advance, 5. It was a memorable registration / venue / exhibition. Everyone is still taking about it. ‘Student A: You are & marketing manager at PMA, ‘Mobile Phones. You must find a venue for a ‘company event, Uso the information on page 86 to discuss your requirements with an event ‘organiser. ‘Student B: You organise events at the Central Convention Gentre. Ask questions about the requested event to complete the form on page 95. @D wing Text p90 106 Wortbook age 163)H Read two extracts from the Marketing Director's diary. Then answer the questions below. 4) Wednesday, 3rd March 10.00 am, conference room #3 Staff meting with marketing managers: * Discussion about new marketing region * Brainstorming session on new marketing strategies | 8.00 pm, Bluemoon Restaurant, VIP room Business dinner with clients from Russia: * Presentation of new product | » Notes: Set up orientation meeting for new : reps towards the end of March, Thursday, 18thMarch 11.00 am, conferonce room #2 Board moeti Discussion on financial situation + Demonstration of new products to board of directors ‘Notes: Set up quarterly department meeting St mid-April update feam on new marketing strategies. sussion is a serious talk about a topic. ‘A chat isa friendly informal conversati Qs 1. What fst on the agenda for the sta meeting with marketing managers? 4 Where is the meeting with the Russian dlients going to take place? ‘What meeting is the Marketing Director planning for the end of March? What is going to be discussed at the board meeting? ‘Whan is the quarterly department mesting going to take place? discussing the upcoming convention 4 with her assistant (6). Listen to the dialogue and filin the missing words. 4)” ‘A: Let's go over the programme so . you can take care of all the details. Br Sure, I just got MY * enn ‘A: OK. The doors open at 9.00 am. The reps are going to greet customers, and hand out name tags and brochures, B: OK. What's next on the programme? ‘A: First, the CEO has got 15 minutes for is opening remarks, from 9.45. Then theres Adam's *.. ‘ at 10,00 - Rabotic Technology News. B: How long is Adam's presentation supposed to be? About 45 minutes, Then we've got 3 ~-for an open discussion, » and a 30-minute break. B: Thal means the coffee break ends at 1.85. ‘A: Right, Next on the programme is the presentation Unmanned Vehicles. I's an hour long plus 25 minutes for questions. B: Akight, Whenis the*—____._? ‘A: From 1,00 to 2.00. Atter lunch, we're giving a demonstration of our new ine of products. OK. And what's the closing session? Strategies for the ® Its from 4.00 to 5.00. ro Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. ‘Then complete the agenda. RFY Customer Convention - 12th November (CEO's Opening Remarks Open Discussion 13:00-14:00: 14:00-16:00:=u Working with Vocabulary 5 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. 1) opening remarks + line of products * hand out closing session + board of directors ame tag + attendance list 1. We've added sandals to our for children, ‘The CEO welcomed everyone to the ‘convention in his siazs 3. I haven't got the. Z 80 I don't know who the participants are, 4, Inher aun, She thanked the organisars of the conference for making it a big success, 5. Please photocopy this page and : copy to each Participant. 6. We give each of aur clients a 10 wear at our conferences, 7. The ve Gocided that Jett Evans would be the new CEO. Listen and repeat the words and phrases in A. Then match them to their definitions in B.4) A conference call summarise free gift brochure kena demonstration B — 8 pamphiat — 6. give the main points ©. explanation and exhibition of how something works . linking of several phones or computers in different places, so all users can ‘communicate simultaneously item that is handed out by @ company in order to promote the company Liston and repeat the types of meetings. Then ‘match each type of meeting to its function. Type of Meeting orientation meeting briefing meeting brainstorming session staff meeting board meeting Function a. fo make important decisions about the direction of the company ~ b, to try to come up with creative ideas - & to give instructions on a new project -- 0. to discuss various work-related issues with employees = ©. 10 ge information about basic procedures to new employees faApRs Listen and repeat the words in colour. Then complete their definitions. +) 1. daily once a. ssiaaes 2. weekly: once a. 3. monthly: ONCE 8 nnn 4, quarterly: ‘once in 5. annual / annually: once a - Listen to Richard, the Marketing Director, opening a stat! meeting, and circle the correct answers. <) 1, Thomas Cooper is @ sales manager in the southwest / northwest tegion. 2. Leah Spencer Is / Isn't a new employee. 8, Richard has got a board meeting / conference call at 2.00 pm. 4, The last board meeting was on 24th dune / July. 5. Each member of staff is going to give a report on sales in their region in the last three months / yeer. 6. They are / aren't going to discuss the new brochures at the meting, 33i Taking Minutes (2 Getting Started: Vocabulary (page 120) | Read the minutes. Then complete the " sentences on the right. 4) ., 1, The meeting took — | Minutes of the Quarterly Sales Me place on — ae 1 Date: Sth October, 2013, cea i Time: 10.30 am ~ 1.00 pm A tes Tae © yy Location: J Taylor and Sons Head Offices ne Present: Sales and Marketing Department, 3. The participants examined the advantages: Chief Fina Officer and disadvantages of. cclist: CEO } _ | Absent: Jenny Dale | 4, Sales fgures haven't changed since | Minute Taker: Susan Rogers E Agenda: 5. The task of collecting oi | 1. Analyse quarterly sales i ee fom customers i al ita ie was assigned to the ] 2, Discuss market research findings Te oR anaes 3. Clarify the pros and cons of expanding the productline. the company’s training budgets by Points made: 7 1. Sales figures — no change since last quarter. 2 Two sales team leaders (A and B) are talking 2. Customers want a larger selection of products, especially about the process of taking minutes. Complete for teenagers. the dialogue with the words below. Then listen 3, More pros than cons regarding expansion of product ine. to the dialogue and check your answers. «) Other issues raised: The need for additional sales reps and after «ate + Thareday:+ everyone + make sure better training, especially in the southern region. ‘A: ['velbeen assigned the task of taking minutes Collect current purchasing information from ili Rina ree a Macaeteniet B: It's not hard, but you hay pared. Oey oe A: How do you prepare? B: First, | read through the agenda carefully TASKT Contact major customers to collect adlitional current 12 1 know what the ) purchasing information. objectives of the meating are. That helps me [ Assigned to: Sales and Marketing Director (Rick May) focus on whal natas to take at the meeting, | Time frame: 31st October ‘A: What notes do you take? TASK2_ Analyse ability to hire new sales reps and increase B: I don't try to write everything down. You ‘raining budgets. should concentrate on the key decisions, Assigned to: Chief Financial Officer (Dan Binder) ineeetins acd * 's going to Time frame: 22nd October L chnealleonial A: Got il. Anything else? Circulated: 6th October, 2013 ea B: List the central issues that are raised. Also, record any objections that are raised. AA; Wht do you do withthe minutes ss nthe meeting? pene B: ‘Type up your notes soon after the meeting meal yaaa his Then send them to the participants and copy of the correspondance. aaa "onthe oc lst. ‘The letters “cc” stand for “caxbon copy" an oid Practise the dialogue In Exercise 2 with a partner. Pay attention to the expressions in colour. _ fashioned copying meted.4. Read the dialogue in Exercise 2 again. Tick the things that are advised. 1. Type up the agenda forthe meeting 2. Get ready for the meeting in advance. 3. Understand the reasons for having the meeting, 4, Try to write as much as possible, 5. Type up the minutes a short time after the meeting 6. Send a copy of the minutes to the people who were at the meeting or on the cc list Working with Vocabulary 5. Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. «) A 1. task 5. major 2. objective 6. training 3. focus 7. pros and cons 4. clarity B a, goal, purpose b. teaching c. advantages and disadvantages d. concentrate 2. make sure something is clear 4. important, main @. job for someone ta do 6 Listen and repeat the words and phrases in colour. Then circle the correct answers. «) 1. Actions are things you a. understand b, do 2. Toanalyse an issue, you a. write about it b. study it carefully A key decision .... will probably have a big effect probably won't have much effect 4. After the expansion of a product line, itis a. bigger b. smaller 5, When you are prepared for something, . you have cocked something b. you are ready for it 6. was absent from work because | Was... a ill b. ina staff meeting 7. When you raise a topic, you want to... it. a discuss b._ cancel 7 Listen and repeat the words and phrases in © colour. Then circle the correct responses. 4) 1. Were all the members of the team present? a. Yes, everyone was there, b. Yes, everyone received a gif 2. Were there any objections to Kate's plan? a. No, everyone had! lots of ideas, b. No, everyone agreed to try it, 8. Have they got a large selection of desks? a. Yes, their prices are very high, b, Yes, they've got many different kinds. 4. Did the sale attract many customers? a. Yes, there were a lot more customers than usual. bb. Yes, the customers bought many things. 5. Did you take notes during the talk? a. Yes, | wrote a letter Yes, | wrote the main points. 6. What is the time frame for this projact? a. We must be finished by Friday, b. It'starts in September. Did they assign anyone to do this project? a. Yes, they've signed the contract. Yes, Dean's team is responsible for it 8. Are there any issues regarding the new marketing strategy? a. Yes, there are some problems, bb. Yes, it's going well ‘Ask and answer questions with your partner to complete the minutes from a team meeting that was set up to plan the SLUGA 2014 Convention and the SLUCA 2014 Convention programme. ‘Student A: Turn to page 85, Student B: Tun to page 95, wiring Task page 167Y Workbook, poco 183536 Organising Exhibitions ‘| Read the invitation below. Then answer the questions on the right. 4) One Step Ahead Marketing Solutions 2014 International Marketing Services Exhibition: INVITATION: ‘You are invited to exhibit at ‘One Step Ahead - Marketing Solutions 2014 in Hong Kong. ‘The exhibition features the latest marketing trends worldwide and attracts business people from a wide variety of fields. seein Detais ‘Gow uP TODAY! Dates nash Febnuey,200 Location: Agoda Convention Centre, Hong Kong Exhibitors: Flin the reqistratin form and send it with, your deposit by Ith September, 203 to: Lee Fong ~ Exhibition Manager 10 Park Lane, Wan Chai Hong Kong, Telephone: +852 222412, Fax: +852 224123, Emma fong@osasuperaicbe.net 2 Two employees of a marketing company (A and B) are planning their company’s booth at the exhibition. Listen to the dialogue and circle the correct answers. +) A: We're meeting the designer of our booth “today / tomorrow and we need to give him spectications. B: OK. Let's make a lst of the things we need. A: First, we'll need a big banner with the company logo and stogan. B: Right, and pasters of our award-winning adverts around the booth. We'll also need * two / three laptops at the booth. ‘A; What are we going to feature on the laptops? B:_ Video oiips of some of our TV commercials and * brochure / website designs, too. At Nice. We'll also need a stand for promotional material B: Yes, we'll need a * big / huge stand forall the pamphlets and catalogues. ‘A: Where should we put the giveaways? B: They ean go on the main stand with the rest ofthe promotional material ‘A: Bul there won't be enough space, B: We can display a few giveaways on the stand and we can store the rest® under / Behind the table A Good idea 1. What is the topic of the exhibition? 2, Whenis the exhibition? 8. Where is it? 4. What do you have to do in order to participate? 5. How can you contact the exhibition manager? @._.. south coast, It is one of the word's leading financial centres. It was a Bailish colony until 1997. 23. Practise the dialogue in Exercise 2 ‘with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then complete the list below. Specifications for booth design: banner with " and 4 posters OF en + wot. with samples of and ‘materia catalogues and”.Working with Vocabulary 5. Listen and repeat. Then match the words to the items in the pictures. 4) 21. booth 4. pamphlet 2, banner 5. business card — 8, logo 6. slogan 6 Listen and repeat the words and phrases in colour. Then choose TWO correct answers. 4) 1. Acatalogue can include a. prices b. contracts, pictures 2, You usea stand to show your a. location b. products ¢. services 8, Promotional material can be a. projectors c, adverts b. brochures 4, You can exhibit a. paintings b. issues ¢, machines 5, You store things a, ina warehouse ©. inalobby b. ona computer 6. You offen see commercials for . a. teachers b. shops ¢, cars 7. You can sign up for a a. course b. convention ¢. hotel 8. Trends aro .. a. procedures ¢. changes b. developments CYataita 7 Listen and repeat the words and phrases in colour. Then circle the correct answers, ) 1. Have you sean / read this video clip? It's great! 2. There are many visitors here who work in the field of electronics / goods. 3. Can we see a sample of your name / artwork please? 4, Award-winning fms are usually famous / old. 5. There’ allot of storage space in this book / ‘cupboard. 8 Listen and repeat the words. Then use them to complete the sentences. 4) specifications * display * giveaways deposit * feature + variety 1. We've got customers from a large ~~~» Of BUSINESSES, 2. Companies sometimes offer to attract customers, any damonds in your 4, The house was built according to the architect's 5. You can give mea. of £1,000, and pay the rest when you receive the product, 6. This new clty will... eco-triendly systems. ‘An exhibit manager is talking on the phone to a client, Listen to the conversation and number the items in the order they are discussed. 0) how big Global Bookstore's booth is going to bo: bb, the number of parking places required for Global Bookstore c. the type of books published by Globel Bookstore 4d. an invitation to phone with questions or other requirements @. the distance from the train station to the exhibitionAttending Business Events (Getting Started: vocabulary (oago 121) 1 Read the memo. Then complete the sentences below. 4) Making Small Talk at Business Events Small talk is an important skill in the world of business. By making small talk at a business event, you can find out if a company is well-established and if it has got the potential to become a valued customer. We are always looking for ways to increase the company's business. The following ideas can help you achieve this goal: \ | Hi, my name is... T represent .... | Tes a pleasure to meet you. Getting curry Do you se ‘or internat pee What do you do at nu sell t Ciliates] What department do you work in? Eola Bratch) That's a rapidly-growing field. ))) that’s 2 hot product now. Wise tha hetectpameryalrton? Let's exchange business cards. Ti give you a call next week, When you make small talk, it's very important to listen, too. Ask interesting and thoughtful questions to make the conversation flow. Show interest by focusing on the person you're talking to, nodding your head, and adding “hmmm’s and “ul-huh"s at appropriate moments. 2. Two visitors at an exhibition (A and B) are making small talk. 4. According to the memo, small talk is for business. Listen to the dialogue and fil in the missing words. 4), people. ‘A: Hi 'm Linda Robinson. | represent Cosmic Import & 2. Smal talk can help jell Export how successful a business is. BS to meet you. I'm Jake West from Smart 3. The goal of small talk is to create Homes, We produce home automation systems, more ~ aa A: Isa% vn t0 Meet you, Jake, I've read that 4, In order to ensure that a conversation flows, you should 5. Inorder to show your interest, you should look at the person who's talking and, : You can also say “uh-huh” and “hmmm? when its In different cultures, business people great each other cifferentiy, for ‘example: some shake hands, some kiss andl some bow. home automation is a rapidly-growing field. What do you do at Smart Homes? B; I'mtho®.. vendors. A; I1se8. Which markets do you serve? B: Currently, we only serve the domestic market, but we're about to enter the * market. A; The European market is very hot right now. B: Yes, we're looking forward to expanding our business there. ‘There's a lot of potential ‘A: Why don't we exchange business cards? I'd ike to send you some *... about Cosmic Import & Export. B: Great. be & to have a look at it. Manager. We're looking for new| G23. Practise the dialogue in Exercise 2 with a Listen and repeat the words and phrases in | partner Pay altetion tothe expressfons in colout Te taelia te vor amano colour, A 4 Read the dialogue in Exercise 2 again. 1, ‘Wechiontt tn Inoreess or Bits ‘Then write T (true) or F (false) next to the 2. Before you ent ne sentences, Correct the false sentences. 3. Animportant skill 1. lake West's company males 4. A valued customer smartphones. 5. ll give you a call so... 6. Anexample of arapily-arowing fel 2. Linda Robinson thinks that the types of 7, ‘Wireschengedibusiness:cardh products made by Smart Homes are becoming more and more populer. B serecctnasceesce ‘8,6 learning how to make smal tak 8, Jake wants to find people interested in bb, we can set a meeting soon, developing his products, ¢, is mobile phone applications, oo iphabic ento a -- @, during a coffee break at the convention, —- 4, Jake's company sels its products in -- © by developing new products. many countries. fis important for your business. - ——— 9. yOU must find out about your competitors, 5. Linda would lke to do business with ‘Smart Homes, 7 Listen and repeat the words and phrases in A. ee Then match them to their definitions in B. A 1. age Working with Vocabulary Deed 5 Listen and repeat the words and phrases in 3. represent colour. Then tick the logical sentences. 4) 4, thoughtful 1. When you show interest in someone, 5. ven you want to know this person o. fndpinoosge 2. Accompany with a lot of potential wil : probably be successful aA -d business is generally anew business. 4, You might need more workers if you expand your business. 5, Ahot product is popular. 6. When you make small talk, you may discuss a serious family problem. 7. When a conversation flows, there are many moments of silence. (BN eiue ium ) 8. Poople want to achiev act or speak officially for someone. move your head up and down communication by movement, not words. how old someone is attentive and considerate a business that sells products slablis seaoge ] | Imagine you are a businessperson at an | exhibition. Make small talk with another | business person. Follow the chart on page 87 | and act out the conversation. Student A: You are the Marketing Manager at | H Toys. You are standing next to your company's | booth, | Student B: You are the Purchasing Manager at \ Cole Department Stores. 39) Making Travel bal Arrangements sie = tan > Getting Started: Dear Jil ‘As per our conversation yesterday, | would like to confirm the itinerary for your trip to Beijing with ‘Adam Ford. | have booked twa business class return tickets on direct flights. Please see the details below. ‘Outbound fligh ‘Car rental agencies classity cars ‘apcording to manual or automatic ancl according io size. Different agencies, classy cars afferent: compact / economy Flight number TA132 from London, Heathrow to BCIA medium: intermediate / mid-sized / (Beijing Capital international Airport). Departure is on full-sized / standard Sunday, 3rd March at 3.30 pm, Arrival is on Monday, | large: knury / premium 4th March at 8.00 am, local time Inbound flight: 2 ga Flight number TA145 from BCIA to London, Heathrow. Departure is on Sunday, 10th March at Departure date and time’. pucks Arrival date and time: * Car Type and size of car: a Rental agency: as Includes: °C Insurance 8) unlimited mileage travel agent (A). Listen to the dialogue and circle the correct answers. +) © 11.00 am, Arrival is on 10th March at 11.00 pm. A: Hello, Fast Air Reservations, Charlie As requested, I've also organised rental of an speaking, May |help you? intermediate class car (automatic) for the week of B: Yes, | made a reservation for our GEO on your trip. The car will be waiting for you at Check 20th duly. However, I need to "change / Cars at the airport. The drop-off point will be there, ‘cance! the reservation. too. Insurance and unlimited mileage are included. A: Akight. May ! have the passenger's name Please send me a copy of your driving licence. and fight number, please? Your e-tickets and rental car voucher are attached. B: Yes, it's Leo Hunter, floht number” $4927 / IF you need anything else for your trip, please let me case7, denctye Theniepoal fox shonsingy Tims Tee ‘Az That's the direct fight to * Mumbai / Tokyo. Sincere B: That's right. Mr Hunter would prefer to fly on Ronald Peters 2tst July Tims Travel A: I'm afraid business class is fully booked. | —- can offer him a seat in economy class or place him on the waiting list. Business Trip ~ Adam and Me B: Is there a fight on 22nd July? Flights A: The direct flight on 22nd July has been Flight to Beijing: number ' — cancelled, but there are seals in business GE orcon teatro class on ght gong ve Hong Kong carats cite apd cps etl OK toa ratio oe: ie Fine, That's fight number GIAGO4 to Tokyo Fl Sea eee, Br Can I get the seat assignment now? o A: Sure. I's® 7A / 704, I send you the erticket shortly. Remember that check-in is two hours before the flight. tickets: business, economy and first class. Do you know which is the most ‘expensive one?P23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again and answer the questions. 1. Which travel agent does Mr Hunter's personel assistant call? 2, Why doasn't she book the fight on 21st July? 3. Where is Mr Hunter's fight going to stop on its way to Tokyo? 4, When does he have ta be at the airport’? Working with Vocabulary 5 Liston and repeat the words and phrases in colour. Then tick the pairs of sentences similar meaning. 4) 4. a. Departure is at 20:16. b, The plane lands at 28:16. 2. a, Our fight to Oslo goes via Munich, b. There's a stopover in Munich on the way to Oslo, 3. a, I've booked a retum ticket to Rome, I've got a one-way ticket to Rome, 4. a. It's. direct flight from London to Los Angoles. b. We take off from London and fly all the way to Los Angeles, The flight is fully booked, but more people want to get on the fight There are no seats available on the flight, but there is a waiting lis. Our outbound flight lands at 2.00 am. Arrival is at 2.00 am, (My flight was delayed by an hour. My fight was cancelled According to my voucher, the flight back home is at 3.00 pm. According to my e-ticket, my inbound flight is at 3.00 pm. e os epegpee s 6 Listen and repeat the words and phrases in colour. Then tick the logical sentences. 4) 1. You can make a reservation for a fight months in advance, 2. You goto the gate to get on the plane. 8. Your itinerary includes the items you're going to pack. 4, I'showed my passport at the check-in desk. 5. You only shove your boarding pass when you got off the plane. 7 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) Passengers + rent a car + seat assignment ‘overweight luggage + drop off « driving licence unlimited mileage insurance 1. We'te planning to drive from Rome to Milan. 2. This car is big enough for six 8, You must have a... order to dive a car. 4, _-——- means you can dive ‘as many kilometres as you want without additional charges, 5, Don't forget to weigh your suitcases before you leave home. You don't want to be (Charged fF emmn-— ! 6. You must get suitable ..._ before you travel ~ for medical problems and. for your luggage. My. nanan OM the fight is 17C. I'm going to. _--» the car at the same plage that | pick it up. and —-i en Dave is talking on the phone to a clerk at a car rental agency. Listen to the conversation and fill in the invoice. 4) JASON CAR RENTALS Invoice #103692 Name of Customer. Address ype ofr Cleompact intermediate [luxury Pickup: —Date:* Time:* Place: Orly Alport in Pacis Drop off Date oon Times (115° Place: 7 Number of drivers: * Payment method: Desh Ccheque [credit card Price for ental: Price for extra: 5 (GPS) Total"Booking Hotels and Restaurants (© Getting Startoc: Vocabulary (age 122)) | Read the advert. Then look at a company's requirements below and copy the phrases from the advert that show the hotel can satisfy these requirements, 4) i@]N Five Star Hotel shah: Special Business Deal ‘Our facies wil make your business trip ‘a comfortable cnd successful experience. What do we otter our quests? 4 central location 276 uxrious excoutive silos rooms equipped with high-speed Wi several conference rooms for presentations ond rmeeings oom service 24 hours a doy transfer fo and fom the airport business canie for printing and faxing finess centre, swimming pool and spa three testouronis orig local and international culslna prepared by fop chols Rotes per Night “Executive | single Doudio Sulle Rates |Oooupancy Ocoupancy | Hy eae Jeo ergo ‘January — Ai) High seosen pe feted! fae i sls non-smoking 977 Lake Road, Hong Kong, Tel: +852 2270.2797 Company's Requirements: 41, The hotel must be located in the centre, 8. The company needs a place for business mestings. 4, The hotel must have exercise facilities, 2 The company needs three executive suites with single occupancy for four nights in September. Its budget for these hotel reservations is €1,800. Is the hotel in the advert suitable? 3 ‘The Financial Director's personal assistant (A) is talking to a reservations clerk at a hotel (8). ‘Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) Chinese + January « night + seats + dates quotes ‘A: Holo, I'm caling from BH Import & Export. We're checking out different hotels for a business trip from 17th till 19th of B: How many people are we talking about? ‘A: Aparty of 12, and we'd like 12 executive suites. B: Let me check our vacancies. Yes, we've got 12 executive suites for single occupancy on those ¢ A; Good. What are your rates? B: I's £150 per® for each room, half board. Would you like ma to book the rooms? Ac Not yet. First, 'd ike to get * from another two or three hotels. understand, sir. I'd also like to know if we can book a private room for the 12 of us at the hotel restaurant for business dinners on both evenings? B: Yes, you can, Our Tulip Room 7 12. I's very elegant, with a pleasant atmosphere for business dinners. ‘A: What type of cuisine do you serve? B: Wo serve ® , Japanese and ‘Thai food, Our head chef is trom Thailand, ‘Az Lovely. Thank you for your assistance. ze Practise the dialogue in Exercise 3 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 3 again. Then read the false sentences below and correct them. 1. The business trip is four clays long. 2. The party of business people want executive suites with double occupancy. 3. The rooms offered cost £150 per night without brealdast. 4, The personal assistant wants to book rooms al a few hotels. 5, The business people want to have lunch together at the hotel restaurantWorking with Vocabulary 6 ten and repeat the words and phrases in colour. Then choose TWO correct answers. +) 1. Abusiness centre will probably have a a. secretary spa b.photocapier 2. Hotel facilities may include a awaiter ¢, laundry service b. abar 3. Achef a. creates recipes b. supervises meal preparation ©, serves meals 4, Ifa quest orders room service, the quest may want a. ameal b. another room, 5. Afitness centre has often got a. akitchen ce. aswimming pool b. exercise machines cc. adrink 7 Listen and repeat the words in A. Then match the words in A to their definitions in 8.) A 4. luxurious 6. bill 2. party 6. non-smoking 3, cuisine 7. vacancy 4, tip B a.style of cooking b, very comfortable, elegant or enjoyable an available roar -- d_ indicating smoking isn’t alowed e f a invoice 1 group of people doing something together extra money paid to thank ‘person for giving a service ©) ‘Some words have got mare than ‘one meaning, tke tip and party. ‘Rad this hejpftl tip. Don't forget to leave the waiter ati Fm having a birthday party. I'd lke to book a table for a party of 20. How dlo you say each of these words in your language? 8 Listen and repeat the words and phrases in colour. Then write T (true) or F (alse) next to the sentences. 4) 1. If we go on holiday during low season, itll be more expensive than during high season! 2, An executive suite is usualy used by business peopl. 3. Asstandard room is more elegant than a luxury suite 4, A.single room is for one person and a double room is for two people. 5. Ifyou choose full board, you get three meats a day Ifyou choose half board, you don't receive any meals 9 Complete the sentences with words and phrases from Exercises 6, 7 and 8. 1. “I'lbe staying at the hotel alone, so I'l ike to book a ." said Brian to the reservations clerk, 2, “There are always more vacancies during = "the hotel manager said 8. "Please send this fax for me," Mr Wilson requested of the secretary at the hotel fed lke to book a table at the restaurant this, ‘evening, We're a. of 10. adults and four children,” said Sandra, 5. “My kitchen prepares Indian acninninsunn explained the head... f Course a luxury suite Is much more than a explained the hotel receptionist. 7. “We're ready to go. Can you please bring us our no~ ?" tequested Sharon of her ~nvonew atthe restaurant, 8. You can get a great massage at the hotel 1 and there's also a large outdoor ‘Student A: You call the Jenson Hotel to ask about the following: 1. room rales 2. check-in and check-out times 3. ifthe hotel has got a restaurant with a vegetarian menus Use the information on page 87 and the reservation form to book your reservation. 4344 (letting Started: Vocabulary age 123) 1 : How do employees submit : Can the employer refuse to give leave? : Can an employee carry over leave from year to year? : Does the employee have to provide a doctor's note to ] | € ) Time Clock Regulations Read the FAQs (Frequently Asked Questions) pai ‘Then correct the sentences on the right. 4 How much holiday leave does an employee receive? Employees who work a 6-day week receive 28 days paid ‘annual holiday leave. request for holiday leave? tien notice, ‘The employee must give w Employees get three weeks of holiday leave The employer may restrict when leave can be taken. for RSI ee ‘example at certain busy periods, but carit refuse to let ‘workers take any leave at all An employer must give leave at any time an requests it. Ii an employee has not taken the amount of annual leave smploresrequesie he / she is entitled to, the employee will be able to carry ‘over a maximum af five days to the following year, How many sick days is an employee allowed to take? ‘Twelve days. 3. An employee who has got a week's leave left from the previous year can take it this yeer. An employee must bring a doctor’ note it he / she is ill for over a day. the employer for sick leave? ‘An employee who is on sick leave for three consecutive days or more must provide a sick note signed by a doctor, Can an employee take leave for a sick child? Employees are entitled to five days of unpaid leave to attend to family matters. 5. An employee gels paid when taking leave for a sick child, ‘The HR Director (A) is reviewing regulations with an employee in the department (B). Complete the dialogue with the words and phrases below. Then listen to the dialegue and check your answers. »t) right + keep track of « long » instructions » ask A: Carre, let's go over the company's time clock regulations. You'll need to ive these '_ nn (0 the new employees tomorrow. B: | should instruct them to clock in when they arrive and clock out when they leave by swiping their card through the card reader: Isn't that * me ‘A: Yes, but you should also warn them that they must never swipe their co-workers! card for them! B: You mean if colleagues * you to clock in or out for them for some reason, you mustn't do it A: Exactly, We need to know each employee's work hours. In addition, we use the card teader to. employees for security reasons. B: | understand, What happens it an employee forgets his or her swipe card or loses it? ‘A: The employee must notify his or her manager immediately B: | see. A: Cartie, we've got a nent of requiations to go over — working overtime, maternity leave, sick leave. Do you want to get some coffee before we continue?23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialoguo in Exercise 2 again and complete the sentences. 1. Employees must clock in when they 2, Employees must clock out when they 8, ‘The card reader records the an 4, Employees who lose their swipe card must 5. The HR Director SUG 088 ner before going over the rest of the time clock regulations. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then tick the logical sentences. +) 1. part-time employee works more hours than a full-time employee. 2. Abusy poriod is atime when there isn’t much work 3. Your co-workers are the people that you work: with 4, Employees go to work when they take holiday leave. 5. Ifyou take a week of unpaid leave, you will not get a salary for that week. 6. An employee clocks in when amiving at work and clocks out when leaving work. 6 Listen and repeat the words and phrases. Then use them to complete the mini-dialogues. +) sick note + maternity leave + refuse swipe your card + sick leave + card reader restrict » overtime 1, At Do you often work, 2 B:_ Yes, | usually stay an extra hour. 2. A: Alicia is having a baby in the spring, B: When is she going on... 9. A: John was illlast week, He was on : {or four days, Bz Did he bring 2 enone OM iis doctor? 4. At How do you clock in? B: You through the ecm It's next to the reception desk. 5, A: The company can't to give you holiday leave! B: That's true, but they can. a when you can take it. 7 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4) A I must take time off next week You must give written notice to ‘According to our company’s regulations, Did your supervisor approve your request .. ‘Ara you entitled to B submit a request for holiday leave. oF did she reject it? to attend to some urgent family matters. 28 consecutive days of paid annual leave? you can carry over nine days of holiday leave from year to year. eaece ‘Aphrasal vert is a verb that is followed by one or more particles. The meaning of the phrasal verb is different from the meaning of the verb alone. You cannot cary over leave from year to year, Let's go over the regulations, 8 Complete the sentences with words and phrases from Exercises 5, 6 and 7. 1. I didn't swipe my card this moming because the wasn't working. 2. Isa very inthe ‘warehouse right now. We need you to work this Week, 3. Are we entitled to any sick days from one year to the next? 4, Can the manager unpaid leave? 5. | took a fow days of unpaid leave last wook to ‘some personal issues. 6. I submittad a request to take time off. | hope my SUPeNVISOF CORSI nae MY FEQUES togveme Listen to a conversation between a company’s Shipping Manager and one of his employees. Circle the correct answers. +) |. Ruby would lke to take @ one-month / ‘two-week holiday, Ruby submits her request more than @ month in advance, There Is / Isn't a ot of work at the company right now, From next month, Anne / Daniel isn't going to ‘work at the company any more. Mr Jones approves / rejects Ruby's request. than / 45Security in the Workplace (3Getting Started: Vocabulary (page 123)) 1 Read the security tips. Then write T (true), F (false) or DS (doesn't say) next to the sentences on the right. «) | ) Security Tips | for Office Managers I ‘Access: All employees should have entry cards. The business H should control which areas in its premises each card can ‘aocess. Allow total access to as few employees as possible. Reception: All visitors should be received by a receptionist land questioned about the purpose of their visit. Do not leave ‘the reception area unattended at any time. "i CCTV Surveillance System: Install a security camera system, ‘to monitor and record people entering and leaving the office. "> Alarm System: Install a good alarm system that will alert the authorities if there is a break-in. | a> Lighting: Install adequate lighting in car parks, staircases and corridors. | mf Computers: Invest in antivirus software and firewalls to protect computers from viruses and hacking. Confidential Documents: Make sure confidential documents are locked in a secure place. They should be shredded when no longer needed, WD Training: Make sure your employees are trained to use. ‘security equipment and follow procedures. Instruct them to report any suspicious activity. procedures to a new employee (8). Listen to the dialogue and fill in the missing words. ) ‘A As you see, we've got a fingerprint scanner insiead | 2. The Head of Security (A) is explaining security 1 i and “out” when you leave, then press your finger on the scanner i B:_OK. remember that. ‘A: Now let's go over sscufty issues in your * Here's the key to your locker B; Nice! I've gota locker for my personal belongings. ‘Ac Yes, always keep your purse and! other valuables in your locker and not on your ® 7 B: "make sure to do that ‘A: Also, don’ leave papers on tha desk when you leave the affice. We have a “clean-desk" policy B: Do yu mean at the end of the... ? ‘A: Yes, not every time you leave your office for a few minutes. | B: | suppose | should also log off the computer when leave. ‘A: Of course, You don’t want anyone to see your ‘computer * | tock all affice doors, * and fle cabinets. Remember to also drawers 46 of a card reader. You press “in” when you enter Qs 1. Allemployees must be able to enter all areas of the business premises. 2, Visitors must wait for an employee to accompany them within the premises. 8, The CCTV surveillance system watches who enters and leaves the premises. 4, Thealarm system will notify the authorities of break-ins, 5, There is no need for lighting outside the building. 6. Anti-virus software should be updated at least every year. 7. Confidential documents must only be shredded on company premises. 8, Teach employees how to use security equipment and tell them to report suspicious activity in the workplace. Tip!) ‘A Soourily camera is alo cated a i television, Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, Read the dialogue in Exercise 2 again. ‘Then answer the questions. 1. What is the first thing employees must, ‘do when they arrive at work? 2. Where do employees put their personal belongings’? 3. What should an employee do at the end cf the day? List three things,Working with Vocabulary 5 Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. 4) A 1. software 6. hacking 2, install 7. monitor 3, security camera 8. premises 4. personal belongings 9. suspicious 5. viruses 10. protect B accessing a computer network ilagally keep sate things that damage computers a person's private things programs used by computers watch a company's buildings and land putin seams to be cishonest or legal a machine that records what it sees @) of technology: wirus © mouse * yindow * bug « surf What are their old meanings and new meanings? 6 Listen and repeat the words in colour. Then decide if the pairs of sentences have got the ‘same meaning. Write S (same) or D (different). 4) 4. a. Employees must accompany their visitors on company premises. b. Employees must offer assistance to \isitors on company premises. 2. a. The receptionist left the reception desk unattended. bb. There was no one at the reception desk, 8. a. Those men are unfamiliar to me. b. recognise those men. 4. a. The car park has got sufciont lighting, ‘The car park has got a firewall 5. a, What is the purpose of the anti-virus software? . What is the reason for instaling these computer programs? 6 a, Thealarm system rings loudly when there's a break-in b. The alarm system alerts us when someone accesses the premises illegally. © 7 Listen and repeat the words and phrases. Then use thom to complete the mini-dialogues. «() security guard + lock + safety + question Koy + surveillance system + valuables 1. At Please vsuene the door with your — E B: Have you lost yours? 2. A: Didyou.. the employees in your department about the missing items? B: No, | didn't - all the items were found in the conference room. 3. At Is there a place in the building to keep my ? B: Let's ask the He'll know. 4, A: How do you ensure your employees’ eee B: We inslaled an excelent. for the entre building. 8 The words in bold are in the wrong sentences. Write the words next to the correct sentences. 1. You should lock your security cameras in the cupboard... = 2, The seourity guards alert tha company premises... 7 &. Several keys have damaged my computer. 4, There are two firewalls next to the entrance Of the DUIIGING, enunnnn 5. You should install these viruses on your computer for safety purposes. 6. Does the alarm system question the police wihen there's a breakin? . 7. Where are the valuables to the conference room and the StOCKFOOM? snnsnnnene 8. There's an unfamiliar man walking around the lobby. A security guard should protect him. Ask and answer questions to complete the notes and compare work regulations at your workplace with your partner's workplace. ‘Student A: Turn to page 88, ‘Student B: Turn to page 97.48 ) Customer Service ($Getting Startoa: Vocabulary (age 124) 1 Read the e-mail, Then complete the sentences on the right. 4) To all Customer Service Representatives, Lately, have received complaints from customers \Wwho were dissatisfied with our service. 'd Ike to remind you that customer service affects our company’s reputation in the long run. Therefore, ‘Wwe must keep our customers satisfied. Here are a few reminders of how to deal with enquiries or ‘complaints. 4, Greet each customer in a friendly manner, Treat the customer respectilly. 2. Listen carefully and ask questions to understand the customer's problems and needs, 3. Apologise when necessary. Don't argue with the customer and always speak calmly. 4, Try to think of a solution that satisfies the customer. Depending on the situation, offer a refund, replacement or gift 5. Assure the customer that you will solve his or her problem. Use phrases like "I'l see what can be done” and “I will keep you updated”. 6. Keep promises and follow up to check that problems are solved. Tina Logan Head of Customer Service 2. The Head of Customer Service (A) is talking to a Customer Service Representative (B). Listen to the dialogue and fill in the missing words. 4) ‘A: Hallo, Cathy. Come in and take a + please. B: Hello, Ms Butler. You wanted to see me. A: Yes. I'm aftaid there have been complaints from customers about you, B: Really? A: First, | received a call from a Mr Jones. He complained about not getting a chance to explain his problem. YOU ® 0. 7 his call and he was disconnected, B: I'm really sorry about that. We were getting so many calls at that time. A: OK; bu that's no excuse. Tere another _—- from a Mrs Terry. According to fe ‘you were very impatient and you interrupted hor while she was explaining her problem. 93 ‘When dealing with customer complaints, try to put yourself in the customers’ placs. The customers nead to feel you're on their side and that you empathise with them, Customers have recontly nnn about the service they received from the company. 2. The company may lose money one day because of a bad 3. It's important to be, behave to customers. 4. Ask the customer questions to find out argue with the 5. You. customer, 6. Try to think ofa for each problem. 7, that all problems are really resolved at the end. B: That was the *.. day, | was really exhausted ‘A: That's no reason to be rude to a customer B: I'm sory, Ms Butler, it won't happen a call of the ‘At I certainly hope not. Cathy, we're generally happy with your work. But, you must handle customer complaints professionally OK. Thank you, Ms Butler: I'l do my Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour.4 Read the dialogue in Exercise 2 again. Then tick the correct sentences below. There is more than one correct answer. 1. Customers complained that Cathy a. didn’t allow them to explain their problems b. didn't transfer their calls properly ©. interrupted them argued with them 2. Cathy explainad to her supervisor that a. shais always polite b. there is a lot of work c. she gets tired she isn’t happy at work Working with Vocabulary 5 Listen and repeat the words in colour. Then tick the sentences that relate to good customer service.) 1. The customers are satisfied with the servios they receive. 2. The reps are often rude to customers, 3. The reps respond calmly to customers! ‘complaints, 4. The reps are usually impatient. The reps always speak respectfully to the customers, 6. The reps always greet customers, politely, 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. 4) A 1, remind 5. deal with 2. refund 6. dissatisfied 3. replacement 7. exhausted 4. manner 8 apologise B a, the way something is done b. very tired . substitution d. cause someone to remember . handle - f. say you're sony g. unhappy h. the return of money ten and repeat the words and phrases. Then use them to complete the sentences. +) argue + enquiries + reputation + keep a promise {reat + in the long run * solve » assure 1, That company has got a bad. _——---- because of its unhelpful customer service, 2. You mustn't with customers. Stay calm and professional. 8, There have been many this week about our new XY20 phone. People ‘want to know when itl be in the market. 4, We must all our customers with respect and always speak politely, 5. hope we made a good decision, but we'll only know the answer 6. Did you wm the customer that she would get the delivery by Tuesday? 7. Itisn't always easy to : problems, but wo try to find good solutions, 8. Youmust that you make to a customer if you want the customer to be satisfied ‘Two Customer Service Representatives at Lloyds’ Office Equipment receive complaints on the phone. Listen and complete the forms below. 4 1, Complaint received ie i Customer's name / irs Jackson. / ‘company: mL Description of —* ‘complaint: innew photocopier ‘Action taken: Transferred customer to 2. Complaint recelved by: . Customer's NAME Lenn ‘company: Hariord College Description of Reoalved fing cabinets instead of Correct order to be sent by @ and) incortect order to be ee50 len Gil 123 Hill Road Birmingham 856 2th July, 2013 Dear Ms Phils, Following our telephone conversation yesterday, Lam writing ‘ogive deta of my complaint about my famiy’s holiday at Sin Hotel in Rhodes from 2h to T6th uly, 2013. ‘We booked the holiday through SunTours after seeing it in yourbrochur.{maffad the hotel was not atl like twas presented inthe brochure. Althouch the hotel ssupposedly four-star accommodation, the rooms were small and ‘uncomfortable. The l-conitoner was very old and madea noise. The curtains in one ofthe rooms were ton! In adetion, there wer problems with the hot water andthe rooms ‘smelled of cgarete smoke. Moreover the swimming pool was dlosed for twa days because ofa technical problem. eo that we are due a full fund or thisholiday, as well as ‘compensation, inci ailed to meet the description in the brochure and we were very disappointed. | ook forward to hearing fom you within the next two weeks. Yours sincerely, len Gill We use connectors of adeltion such ‘as moreover, furthermore, in addition ‘and as well as when introducing more similar Ideas, In addition, there were problems with the hot water. 1. Why does Ellen Gill write the letter? 2. Why was she dissatisfied with the rooms”? Find five reasons. 1 a seep 3. Whal other problem was there at the hotel? 4. What is Ellen Gill requesting from SunTours? 2. The Director of Customer Service (A) is discussing @ complaint with a customer Complete the dialogue with the words b Then listen to the dialogue and check your answers. 4) assist » may + soon + goods » manager A: Hello, Stradford Antique Company, Amy Kim speaking. How * help you? B: Hello, this is Mikhail Romanov from Moscow Antiques. I'm afraid I've got a very serious complaint. That's why | asked to be transferred to you. | see. What is the matter, Mr Romanov? All the ® you sent us are damaged! The container must have been dropped because all the ites are broken! A: | apologise most sincerely, Mr Romanov. We value you as a customer. | will tak tothe ean Of the Export Dopartinent, Mr Clark, to see how we can, ‘ you. B: What can you do? We'll have to make acclaim, Nothing can be repaired. This will have serious consequences for our business, ‘A: I'm sure we'll find a way to compensate you for the inconvenience. B: | hope so. | look forward to hearing from you very ® co ‘A: Iilbe in touch with you, Mr Romanov, in the next few hours. i | | | | | | | | | | Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again and complete the complaint form. COMPLAINT FORM StRApFORD ANTIQUE ComPANY Customer's name: Customer's company: * Complaint received by:* oe Description of complaint:*, Action taken: 3 iWorking with Vocabulary 5 Listen and repeat the phrases in colour. Then write six sentences using the chart below. Use all the phrases in colour. +) makes a noise, The crass | | tom. The printer | | is?" fresh Stee has got a hole. is broken, is missing a part. 1 7 2) ena B oe 4, ais 5. i 6. en een 6 Listen and repeat the words and phrases. Then write each one next to its definition. ) overcharge + defect + be in touch inconvenience + under warranty 1 have contact 1 is guaranteed =n? Something wrong + ask for too much money dificuity caused 2, 3, 4 5. : 7 7 Listen and repeat the words and phrases in colour. Then match A to B to form sentence: A \We wil ship the goods at our expense The customer insists on ‘These products failed to meet... We were disappointed ‘The company has got expectations We were supposed to have a mooting yesterday, B or requirements. cof making a good prof. ©. but it was cancelled. with the quality ofthe shoes. @. getting a refund, not a replacement {instead of charging the olient ” 8 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) ‘compensation « consequences + due make a claim + faulty part + pricing credit your account + repair 1. I'matraid the shoes are completely torn, ‘There's no way to. them. 2. This is not a small problem. It will have vary serious kate i: 3. The machine doesn't work because It's got a. 4, What... for the delay in shipping? 5. Was there really an error in 7 Let's check with do you offer the Sales Department, 6. I've spoken to a lawyer about our complaint She suggests tuning to the insurance ‘company to... 7. The service was terrible. We are soca full fund! 8, apologise for the mistake, We will with the amount we overcharged. Student A: You ere a customer calling the Director of Customer Service to make a Complaint. Tur to page 88 and give the necessaty details, ‘Student B: You ate the Director of Customer Service. Tum to page 97. Ask quastions to fil in the complaint form and suggest a solution to the problem, Whig Tash, age 108-105 Workbook oac026.) 5]52 Market Research Getting Started: Vocabulary (page 125) ) 1 Read the extract from a marketing course. ‘Then complete the sentences below. +) CONDUCTING A MARKET SURVEY Knowing what your customers want is very important when developing a product. ‘The best way to lear this is to conduct a market survey. ‘The stages of planning a survey: @ Perr Sopa acy Caen \What is the purpose of your suivey? What information do you want to find cut? This determines who you will interview and what questions you will ask them. i FEET TIENNBE You must interview the right type of people to get the information you need. © FEY You must also decide how many people to interview. Cee ‘ amine the hod before you Crs There are different interviewing methods, CISA advantages and disach ee i “Design the questionnaire according to the type of interview “you've chosen. Try to keep it as short and simple as possible. ‘pl simple dition olmarketing Patina the ht product inthe ight face, atthe ight price a tho right time, decide on the most suitable one fory Coan Cteseiniry Before conducting the survey on your target population, test your ‘questionnaire on a small group of people to check if there are any problems, ened Eoin 41. Gompanies cho market research in OF £0 remnnnennn secs 2. The marketing team must decide What of the survey are. 8, They must decide —nunenn-ner they want t0 interview and also the quantity of, 4, They should analyse the postive and negative sides of eee 5, The queslionnaite shouldn't be too. and it should be : 66, It recommenced to give the questionnaire to. ee 2 Two marketing managers (A and B) are discussing how to do market research for a new product, Listen to the dialogue and fil in the missing words. 4) ‘A; We must decide on the best way to do our ‘A; How about an e-mail survey? It'S fast market research. ‘cheap and we can get information from B: Perhaps we should conduct personal Of interviewees. interviews and have small focus groups, B: True. We can also attach pictures and “That way we can show the interviewees & sound files. But then again, many people demo of our dislike receiving that type of mail ~ they don't ‘A: But that's expensive and i'l take a long 2 nel time. A telephone survey is faster and A: Perhaps the best method is to conduct a cheaper, and we'll be able to reach more web survey. We'll post our questionnaire people. with a demo on websites that are B: You've got a point, but many people refuse a _.. with our target population. 107 serene QUESTIONS O the B: That way, well get thousands of responses phone and we won't be able to show them, quickly and cheaply ‘our demo, ‘A: Let's discuss all our options in the meeting O79 nnn nd teach a decision.3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again. Then choose two types of interviewing methods discussed and write their advantages and disadvantages. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then circle the correct answers. ) 1. An interviewee asks / answers questions in an interview. 2. When you test something, you check / winite about it 8. Youlisten to / read a sound file 4, Ifyou are concerned about something, you are enjoying / worried about it, 5. Alloyal customer usually shops at Gifferent places / the same place. 6. When you have a few options, you have a number of possibilities / problems. 7. Ifyou don’t mind something, you're angry about / fine with it 8. A series isa number of things that are connected / very alfferent, 6 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. +) A You conduct a survey A method: Sales analysis Your target population When something is on sale, B itis cheaper than it generally is b. to collect information from many people. is the group of people who you think may buy your product. d._ examines how well products have sold, @. isaway of doing something, ose 7 Listen and repeat the words and phrases. Then use them to complete the sentences. +) find out + brand + focus group + buying habits interested in + demo » questionnaire + factor go ahead + market research 1. Well sall this product to people who are . Sport. 2. When | buy a new air-conditioner, the most important -- {is the price. 3, Weneed to what people think about this naw drink. 4, How many people should we ask to answer the... ——B 5. Tusually buy this... 7 of coffee because it's my favourite. 8. Moco - of something shows ‘what it can do. 7. Of course you can ask me a few questions — 8 We met with a. in order to discuss our new product with them, 9. Our nnn PrOVICE dat AOU NE once of 12,000 people in the city, Listen to a telephone survey. Then complete the survey form below with the interviewee's answers. 4) GoodPrice Foods Cereal Bars Survey 1. How often do you eat cereal bars? Devery day 02:3 times.a week Clonce a week 4-5 timesa week Cnot at all 2. What type of cereal bars do you prefer? chocolate nut Ono preference honey fruit 3. What factors are important to you when choosing a cereal bar? Gsize packaging Cnumber of calories Dprice Obrand 4, How much would you pay fora single cereal bar? 025-50p 51-75p O76p-£1.00 5. Are you loyal to certain food brands? yes fino 6. AQC nn i. 8. Employment: Chstudent Cifulltime job parttime job’ unemployed 7. Omale Cfemale 5354 Marketing Strategies (Getting Started: Vocabulary (nage 125)) 1 Read the e-mail, Then tick the topics bolow to be discussed at the meeting. Dear all, I'm happy to announce that we've reached the last stages in the development of our new electric vehicle ~ the NNT Mini. Bethany’s marketing team will be responsible for planning our marketing strategies, Bethany's team will meet with Owen's production team on Sth July at 10.00 am for a brainstorming session. The following issues will be discussed at the mesting. Please come prepared with your thoughts and ideas. > What is the USP of our vehicle in comparison to ‘our competitors’ vehicles? ) Who are our prospective customers? What are they interested in? What are they concerned with? > What is our market size? How will we increase the demand for our product? > What marketing techniques will be most effective? > How can we prepare an original marketing campaign? What kind of promotions will tract consumers to our product? What public relations events should we plan? Please confirm your attendance by 18th June. Ethan Graham Marketing Director USP is shart for unique setting ‘point, A USP is what makes your product cifferent or better than the competitars similar product. 2 Atelemarketer (A) is talking to a prospective customer (B). Complete the dialogue with the words below. Then listen to the dialogue and check your answers, +) cost + slow » home + think » increase + address ‘A: Good moming, Mrs Davis. This is Jessica calling from Repair, a computer repair business, May | ask you a few questions? B: OK. ‘A: How many PCs have you got at ? B: Wel, we've got two PCs, but my son's been complaining that his is rather ‘A; Mrs Davis, we specialise in repairing PCs. We're extremely efficient and we offer excellent service at low costs. B: Sounds good. ‘A: We've got a special offer. We'll repair your computer aN smn ls memory. We'll addin a ftee wireless mouse, 100. 1. Developing a new electric vehicle Be Hew rooen wi this a in Corman meee eRe este A: You'll got allthis for only £60, which I'm sure vehicle with similar produots made by you'll agree is greet value cother companies B: Well il have to ® about it &, What kind of people might want to use A: Mrs Davis, this offer is only valid tll next the new electric vehicle Friday. Why don't you take achantage of it? 4, Seling this product to people in other We can pick up your eamputer today and get countries it back to you within three days. 5. Finding ways of improving the product Br Allright: Our ® is 25 to attract customers Bayswater Street 6. How to make more people want the product A: Excellent, Mrs Davis. You won't regret it 7. Analysing the technology used in the es Practise the dialogue in Exercise 2 with a SYA ATEN PS partner. Pay attention to the expressions in 8. The best marketing methods for this product: colour. -- 9, New ways of reaching customers 10, Making the product a type of public transport4. Read the dialogue in Exercise 2 again, 7 Listen and repeat the words and phrases in © Then circle the correct answers. colour. Then circle the correct answers. 4) 1. Jessica calls Mrs Davis to 1. Amarketing campaign can includ & sdlheranarcompuar ‘demonstrations / budgets of products. b._ sell her company’s services 2. Our financial / sales department is in charge 2. RepairdU is a company that ... computers. of creating good public relations. . 8. A form of promotion is giving a free sample / ‘conducting a survey. oe lid 4, An original idea is one you often hear / 3. Jessica says that her company's service i .. ‘eR enven Fee BEA a. free 5. Ifa product appeals to you, you tke / hate i b, not expensive 6. When you regret something, you are happy / 4, Jessica offers Mrs Davis a wireless mouse .. sony about it a. because Mrs Davis chose Repair4U b. inorder to persuade Mrs Davis to accept © Listen and repeat the words and phrases. ‘Then use them to complete the sentences bichra below. 4) §. MreDaviecan ool pet the-companyatier take advantage of + stages + specialise a. for three days in comparison to + image b. til next week 1, Ouralarm system has got many USPs : _-the competitors’ Working with Vocabulary alarm systems. Be There at 2 FEW en ato 5 Liston and repeat the words and phrases in A. this project. You can't doit in one step. Then match them to their definitions in B. ) 8 Our Merketing Depertment- ls workingion & A new campaign to improve the company's 4. consumer 4. persuade A, The58 COMPANIES we in 2. etitor marketing strate competitor 5, marketing strategy producing mecteal equiement. 8, telemarketer 6, prospective customer BWM YOU nen B something, you make good tse of it convince possible future client person who buys goods someone that competes with you plan of action for seling products peefson who trias seling products by phone -epea0cR 6 Listen and repeat the words in colour. Then tick the pairs of sentences with similar meaning. 4) 1. a, There's no demand for his product. People are interested in buying This offer is only vali til May. You can only get this offer til May. The business lunch in this restaurant is good value, eges S The business lunch is too expensive, GREAT Al Value dacmiee Tae 4. a. Ourmethod is effective, pacleiee rarest vsetoner Gre . Our method works well Feelgood Health Club, Use the questionnaire and 5. a. MyPAisa very efficient worker, information on page 88. b. My PA gets a lot af work done in a short time. Student B: You receive @ call from a telemarketer ‘trying to persuade you to join a health club. Ask questions to find out more information, Then make a decision, €D ting Toor age 108% Workbook page26) 55Cash Flow > Getting Started: Vocabulary (page 126) —— 1 Read the cash flow statement. Then = complete the sentences on the right. 4) (OWES Cash Flow Statement (direct method) rev he pocrencing besertburals dod UK English and US English waite the date in ifferent ways, gues USD Masons, Poashaes nate nega vos GP 215: December 2018 ‘Cash flows trom operating activities | Reveruo (coh eave om euslome) 8.650 | i acl ella Merchandise inventory (1.228) Porte ie (2.260) | 1. In2013, Emerkson Corporation paid ‘Other operating expenses (xvetising, shipping) (2,142) poe oo vers Corporate income taxes paid oon Pee eae are eee Nt cash provided by operaing activities 2108 Sg ete a [Gash flows from investing activites eget Susu 395 | 4, Emerkson Corporation ald enero Buldings renovation (985) ‘or renovating their buildings, Purchase of equipment (225) | 5, itspent... Of new equipment. Nat eash used Investing ectves 258) | 6. When the company issued shares, got {Cash fows fom financing ectivities ssa : | Shores issued 160 | 7. Emerkson Comoration paid dividends of Payment of cividends 25) eo Mess | TA or TIS o15) | 8 192013, the compary increased its net cash by || terest ns = oy | Not cash used in financing activities (05) | WNefierease in cosh 1.108 | Cosh bolanee on January 1, 2013 438 \When the amount of meney coming into your Teal Reimer DOORS ies business fs more than the emount of mney leaving it, you have a positive cash flow. 2 The Financial Director (A) and the CEO (B) of a company are discussing their financial situation. | ‘A: Based on our cash flow statement, I'm Br Why don't we ask our customers to pay afraid we might go bankrupt. us in advance? We can offer them a 1% B: But we're a profitable compary. How is that discount if they pay now. : ° : A; They can't, Most of our customers are A: We''e profitable, but we won't survive if . businesses and they've we haven't got enough cash to pay our got their own cash flow problems, suppliers. B: Then the only solution is to take another B: Well, we've got plenty of guaranteed sales in ‘oan. co months, At You're right. If we don't get a loan, we'll go £125,000 to several suppliers next week B: | don't think we'll have trouble getting a loan, and we won't get paid by most of our Call th ene ght NOW. We customers til next * = musin’t waste any time. That's cect, but we have to pay over out of business | 56F3 Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then answer the questions. 1. Why's the CEO surprised that the company might go bankrupt? 2, Howmuch money must the company pay suppliers next week? 3. What does the CEO first suggest as a solution to the problem? 4. Why isn't the CEO's first suggestion a good solution? 5. What does the CEO suggest next? Working with Vocabulary 5. Listen and repeat the words in A. Then match the words in A to their definitions in B. ) A B 1. expense a. money received 2. income. b,_have an obligation to pay 3. owe “= & giving money back 4. survive. d. continue to exist 5. repayment. @, money that is spent Listen and repeat the words and phrases in colour. Then circle the correct answers. +) 1. Long-term is over a considerable period of time / amount of maney. 2, When you take a loan, you give / owe money. 3. Acompany’s revenue is its staff / income. 4, The cash balance is the amount Listen and repeat the words and phrases in colour: Then match A to B to form sentences. 4) A The cash flow statement shows... When a company issues shares, Corporate income tax is money that .. ‘A successful company pays high dividends .. Banks charge interest rates ‘When you waste something, you use it. The renovation of the company's head office B ‘a. company must pay the government. tots shareholders. took two months. on loans. it receives money. nol for a good purpose. the amounts of incoming and outgoing money. Noses ereeasce Listen and repeat the words and phrases. ‘Then use them to complete the sentences. 4) Profitable + figures + deductions + an increase purchase + net + gross + a decrease 1. Accountants and bankers work with every day. 2, We made a very large Seonanet vehicles for the business last year. 3, When something becomes bigger or greater, there is... and when something becomes smaller or less, there's 4, My first business investment was extremely cama | only invested $1,000 and I received $9,000 a year later! salary is $5,000, but my salary ~ the final sum after ~ is only $3,850. cof money left over / owed. 5, When you go out of business, you stop operating / go on holiday. Liston to a radio interview with a business analyst. Write T (true) or F (false) next to each sentence, «) 1, Sue Rico works as a business analyst in New York, 2. Cash flow problems often start because customers ‘owe a lot of money to the business, ‘A business with a cash flow problem shouldn't pay salaries on time, 4. Mrs Rice suggests giving discounts on all invoices. 5. She suggests requesting thal some payments be made by customers before the service is completed. 57Wrenium Garden ud. ire Balance Sheet 2th February, 2014 Aes pound ering sane ella Assets Current assets Cash & cash equivalents: 55. Accounts receivable 195 Inventory 124 Other current assets: 2 Total current assets: 399 Non-current assets: Property and equipment 67 Total assets 466. Liabilities Current liabilities Accounts payable a7 Accrued expenses 136, Income taxes payable 2 Other current liabilities 23 Total current liabilities 248 Non-current liabilities Long-term debt AS: Total liabilities 291 Shareholders’ Share capital 125 Retained earnings 50 58 1 Read the balance sheet. Then answer the questions below. «) Total equity 175 “Total liabilities and shareholders’ equity 1. How much money do customers owe Premium Garden? 2. Does the company own any equipment? 3, How much money does the company have to pay in taxes to the government? 4, How much money does the company owe? 6, Has the company spent all ofits earnings? ‘balance sheel summarises a company's assets, lables and shareholders’ equity at a spectic moment in time, labllties + shareholders’ equity A prospective investor (A) is talking to an investment analyst (B) about the possibility of, investing in a small company. Listen to the dialogue and circle the correct answers. +) ‘A: I'm thinking of investing in a" book / clothes shop. B: Before making an investment, you have to find out everything you can about the business, ‘Az What should |® check / ask? B: First of al, the company's balance sheet can be a good indicator of the business’ health, ‘Az What should | be looking for? B: Wel, for example, lots of inventory and litle cash ean be a bad sign. A; You mean it may have a lot of * goods / products in stock because it hasn't succeeded in saling them yet? B: Exactly. Good business means a good inventory turnover ~ when merchandise moves ‘from the warehouse to customers. | see, And how can | check if the business ‘owes any money to creditors? B: Check the liabilities listed in the balance sheet. Liabiities, for example, include * taxes / loans, accounts payable and accrued ‘expenses. Az And! guess the most important thing is to check that the business’ assets are much greater than its liabilities B: “Ofcourse / Absolutely. You want to know its ‘eouily. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then complete the Investment Analyst's Tips. Sees e ull Always research a business . you invest init. 2. Analysing a companys ih is a good way to checkits health 3, If merchandise moves Very on. from the warehouse to the customer, the business has got a good inventory tumover. A. HPA DUSINESS on nereee—n MONEY tO crecitors, this willbe lsted under liabilties.Working with Vocabulary 5. Listen and repeat the words in colour. The words are in the wrong sentences. Write the words next to the correct sentences. 4) 1. Investors are money that a company owes. 2. Turnover is goods to be bought and sold. 3. All the things of value that a company has gol, such as cash and equipment, are called merchandise, 4, ‘Types of liabilities are land and buildings. Assets are people who spend money on a business in expectation af making a profi 6. Property is the rate at which goods are sold and replaced at a shop. 6 Listen and repeat the words and phrases in colour. Then circle the correct answers. ) 1. Acompany’s assets and liabilities are sted on its a. cash flow b. balance sheet 2. Atterson Corporation has got ... of $2 milion that can be reinvested in the company. a, accrued expenses b. retained earnings 3. You find the ... of a company by subtracting its liabilities from its assets, a. debt b. net worth 4. Our company has got to pay a lot of money ~ infact, we've got ... of over $1.5 millon. a. accrued expenses b. share capital 5... ara listed as a company’s liabilities. a, Accounts receivable b. Accounts payable 6. The company owes money to its a. cast flow b. creditors 7 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. «) current + equity + in stock + equivalent composition + sign + non-current + own out of stock 1. AN has gat the same value as another person or thing, 2A : isan indicator of something, 8. Is that boat company yours? Do you a me BS BTW nanan of something is the citferent elements it's made up of. meas is the value of the shares issued by a company and its retained earnings, 8. When ite 210 sane they are available for sale, and when they're = they are not avalable for sale, 7. Something that is — ‘ belongs to present time, and something that is = tlaesn't belong, only to present time. 8 Read the questions and circle the correct responses. 1. What labilties has your company got? a, The main one is accounts payable. b, The biggest one is aocounts receivable 2, What is the composition of the company’s non-current assets? a. Its assets are worth $4 milion. b. I's got two buildings and 20 industrial bread machines. 3, Have you got any long-term debt? a. Yes — our merchandise turnover: b. Yes —a loan of 60 monthly payments, 4, What are cash equivalents? a, They're assels that can be changed into cash easily. b. They're money that isn’t included on a balance sheet, tol You and your partner are investors. You're thinking about investing in a young company that is profitable but has got a cash flow problem. Ask and answer questions to ‘complete its financial statements. Then analyse. the information and suggest how to handle its cash flow problem. Student A: Turn to page 89. Student B: Turn to page 98. © wing rook, pogo 110 Werkbook, pegs 30) §91 Read the advert. Then read the false sentences below and correct them by changing the words and expressions in bold. +) EVAN N aN Olea ALP] ENN PS} ia Cree Eran Need help financing your business? Having short-term fluctuations in cash flow? Our Small Business Loan can give you the flexibility you need to be able to fund your long-term projects. © Business loans available between £1,000 and £25,000 © Choose your repayment terms: repayable over 12 ‘months to 10 years Interest rate and repayments fixed forthe duration of the loan | | @ Once approved, funds can be credited the same day | @ Business current account required | Q Personal guarantees not required | ‘Q One-month payment holiday allowed @ Only £100 arrangement fee at opening @ You can apply online, by phone or at the branch Apply for Small Business Loan Online at | service@savingsbankmidlands.com | | Greats at 80 800 8989 Or visitany of our branches 4. The minimum loan for a small business is £25,000. 2. Thointerest rate may change every year. 3, ‘There is no arrangement fee for takinga =» 3. loan. 4, After your loan has been approved, you wll receive the money in two weoks’ time. 5. Allloans for small businesses must be repaid to the bank within 12 months. 60 2. Assmall business owner (A) is talking to her accountant (B). Listen to the dialogue and fill in the missing words. 4) A; Ourcash flow * sane lint improving, B: Yes, | think we have to consider applying for a line of credit. I's the only way to pay our A: Aline of credit? How does that work? B: It works alot like a credit card. You ean withdraw funds from the credit line any time and the * _--- offers you flexible payment terms A: Doos a lino of credit have to be secured against collateral? B: Some do, but we can apply for an unsecured line of credit so that no calateral is needed. ‘A Howmuch* an we gat? B: | hone we can have access up to $50,000, Ac And what will he bank require to approve this line of credit? Br Thoy/' want to see ou franca They'll check if we've got a good business credit rating and if we're profitable. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Tip! The advantage of a line of credit over an reinary loan is that interest is not usually charged on the part of the line of crecit that Is unused, and borrowers can draw on the line of credit at any time that they need te.4. Read the dialogue in Exercise 2 again. Then answer the questions. 1. What is the accountant’s solution to the business’ cash flow problem? 2. What is a line of credit similar 10? 3, What is an unsecured line of credit? 4. How much monay does the accountant hope the business will be able to access? ‘What must the bank look at in order to approve a line of credit? Working with Vocabulary 5 Listen and repeat the words and phrases in ‘colour. Then circle the correct answers. ) 41. When you take a loan, you lend / borrow money. 2. My restaurant has got its business account / branch at New International Bank 3. When you withcraw / overdraw money, you take out more money than you've got 4, ve got a standing order / credit limit, so my lecticity bil is paid autornatically. 5. The bank gave us a loan with excellent terms / current accounts - only 19% interest 6 Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. 4) A 4. credit rating 4, collateral 2. pay off 5, arrangement fee 8. line of credit B .. a. payback ‘sum paid for organising a service cc. evaluation of the ability of a business to pay its debts. . assets that a. company will give the bank it it can’t pay back a loan . an amount of money a company can borrow from one place during 4 period of time up to maximum limit Liston and repeat the words and phrases, Then use them to complete the sentences. 4) secured + payment holiday + projection deny + personal guarantee LA [san estimate of a future situation. 2. mata the bank will probably us an additional loan, 8, When a loan is. ae ts repayment is ensured, aA promises that a person's assets will be given to the bank if the person's ‘company can't pay back its loans. 8. You don't have to start paying back your debt for three months. The bank is giving you a ‘Complete the sentences with the correct form ‘of words and phrases from Exercises 5, 6 and 7. 1. Myline of credit isn't secured against any 2. company’s cash flow 8 an catimate ofits future cash flow. 3. Our company’s business account is at Eleven Banks on Leads Road. 4, Last year, ne MY brother $10,000 to start his own business. 5, YOU"We reachOd YOU snnnnmn «YOU can't withdraw any more money. 6. Unfortunately, the bank has just __-—- my tequest for @ line of oredit Abbusiness owner is meeting his Account ‘Manager at the bank. Listen to their conversation and complete the Account ‘Manager's notes. +) ROYAL BANK OF WALES Meeting Notes ich, owner of Clean Right Meeting called by: Kev Date: .CtHMarch, 204 Type of business: Reacan for meeting: * ‘Amount asked for: ‘Money to be spent on: + paying off debts to. «purchasing = Arrangement fee: ° Monthly interest rate offered: » Possible collateral ® 61Insurance (Getting Started: Vocabulary foage 127) ) 1 Read! thte webpage, Then complete the sentences below.) pROPERTY. BUSINESS INSURANCE POLICIES Choose OTIC and save 10% when you buy insurance online. = Our policies are designed with small businesses in mind. = You can pay your premium in one payment or six interest-free monthly payments. Van Insurance AL OTIC, well cover your van whether you use itfor. business or pleasure. Your van isnitjusta vehicle its your business, So ifan accident takes you off the road, \well give you a guaranteed courtesy van. Up to 60% no-claim discounts Optional extra: legal assistance following an accident Professional Indemnity Insurance Nobady wants to makea mistake in their work, but it'sa good idea to have professional indemnity Insurance to cover mistakes or negligence ifa claim ismadeagainst your business. 1. Ifyou buy an insurance policy online from OTIC, you will get a Premiums can be paid in instead of in one payment you can’t use your van because of an accident, AS OTIC wil give you nan ie 4, According to the law, an employer must have = B: 6. OTIC's public and employer's lability insurance A provides a maximum of — B: to pay lawyers for their work and a maximum of for damage ‘compensation. 6. Professional indemnity insurance protects A against claims related 10 B: 7. Exisks insurance covers damage caused by electronic identity fraud, hackers and 7 wD a Tip! B: Insurance, as we know it today, can be traced to the A Sreat Fite of London (1666), which burnt down more than 13,000 buildings. After the disaster, Nicholas 7 Barbon opened an office to insure buildings. in 1680, Br he established England!’ frst fra insuranca company, The Fire Offic 62 money + three + feos Public and Employer's Liability insurance Make sure you protect your business, Even you ‘employ only one person, youll need employers liability Insurance ~it’s the law. fany of your employees ora customer gets injured, you must be covered, Even the smallest incident can lead to.a big compensation claim froma third party. Up to £100,000 to cover legal fees Up to £10 million protection to cover damages Errisks Insurance Itprotects your business against damage caused tocomputers by viruses anid hackers, as well as, against the dangers of electronic identity aud ‘A business owner (A) is talking to an insurance advisor (6). listen to the dialogue and check your answers. «) Complete the ialogue with the words below. Then staff + discount + gardening I'm starting my own! business: ‘and I'd like to know what types of insurance you'd recommend ‘Are you going to work on your own, No, 'm planning to hire Then you must purchase employers liability insurance. UK businesses that employ a are legally obliged to do so. You can be fined if you're not covered, Lane? workers, How does this insurance protect my business? If, for example, there's an accident and the business is sued, the insurance will pay your legal Noes and compensation costs if necessary. How much wit it pay? The limit on our policy is £10 milion. | see. | also need to insure my van. | can't work without it I can offer you a 20% © on your van insurance if you also buy employer's lilly insurance.3. Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then write T (true), F (False) or DS (doesn't say) next i to the sentences. 1. Ms Lane is going to employ members of her family in her gardoning business. 2. According to the law, an employer must have employers liability insurance. 3, The employers lability insurance offered will pay a minimum of £10 milion 4, The premium on van insurance is higher than the premium on car insurance. ~ 6, Ms Lane will save money if she purchases. van insurance as well as employer's liability insurance. Working with Vocabulary 5 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4) A 1. Apolicy holder is a person or a company that .. 2. You can be offered a no-claims discount on your insurance when | someone is injured on the premises of your business, .. 4, You can pay your premium in one payment .. ‘The company was sued .. 6. When you are covered by an insurance | policy, | B a. for negligence. bb. itmeans you are insured. ©. you.can be liable for the accident. d, B f S or in a few monthly payments. ‘owns an insurance policy. there haven't been any claims against your policy for a certain time period 6 Listen and repeat the types of insurance, © ‘Then read the people's comments and write the relevant type of insurance for each situation. 4) \d employer's liability insurance e-tisks insurance al indemnity insurance « fe insurance pulblic van ingurar professic 1. *lhad an accident driving the business’ \ vehicle while I was transferring goods." J 2, "My warehouse has been damaged by a fire that started because of electrical fallure.” iv ‘One of my employses was injured by a shelf that fell on his heacl” ‘Some of my customers are very unhappy withthe advice | gave them.” io and stolen some critical information.” 5 - 5. *Ahacker has damaged my computers | 7 Listen and repeat the words and phrases in ‘colour. Then tick the logical sentences. 4) 1. If your insurance policy covers legal fees, the insurance company will pay a lawyer to dive you service. 2. Identity fraud is legal 3. A.company can be fined! for having a profi. 4, The business has suffered a number of public liability claims over the years, 5, Acourtesy vans often supplied free of charge by a van insurance policy. 6. The company’s computers were damaged by a virus despite the anti-virus software that was installed in them, —. 7. We designed the offices with the ‘employees in mind, 80 no one had enough space to work efficiently — 8. Athirc party isa person or company that is making a claim against a policy holder {the first party) and the insurance company {the second party). Imagine you and your partner are starting a small business. Choose one type of business below. Then follow the chart ) on page 90 and act out the conversation. café + a courier service + an accounting firm a fitness club - a computer maintenance and repair business: Y werkiook nee 6364 Samal (Ce TR ae ea D We'll host your e-commerce website and help you to meet all your objectives: Services Create a stylish professional site that's sure to impress, Choose from our ready-to-use templates. Do business with unlimited bandwidth. We set up and host your e-commerce website, enabling heavy business traffic at all ties, Offer daily deals. Use our Deal ofthe Day feature to keep customers coming back for more Sell your products on Facebook. Use our customisable Social Shop to list products directly on your Facebook page and run promotions. Put your shop in your customers hands. ‘We include mobile commerce features so that your customers can browse and shop with their mobile phone. Your shop will be compatible with all types of smartphones. Stay connected to your customers. Support your customers and gather valuable feedback from them. ‘Accept payments by credit cards with a secure shopping cart. Credit card and order data is encrypted and secure with our service. Work calmly with 24/7 support from real people. Get help from our e-commerce experts round the clock for no additional charge. 1. templates 2, Deal of the Day 8. Social Shop 4, mobile phones 24/7 means 24 hours a day, 7 days a week. This term is used to describe a service that is always avaliable. 2 The owners of a jewellery business (A and B) are considering setting up an online shop. Listen to the dialogue and circle the correct answers. 4) A We could make more money if we sold our * silver / gold jewellery on the Internat, too. We'd be open for business 24/7, B: But how are we going to set up an online shop? We don’t know ®:much / anything about online shops. ‘A; There are e-commerce platforms that can provide us with everything we need, B: Really? ‘A: Yes, we just have to choose a template and we can create our website design, B: How much does an e-commerce platform ® charge / take for hosting an online shop? ps3 ‘A: f;we choose the Queen Package, it'll cost $830 per * year / month. This package offers Unlimited bandwidth and we won't be charged any transaction fees. B: Great, Lot's take photos of our *jewollory / products right now. ‘A; Good idea. We can run promotions and post the pictures directly on Twitter and Facebook. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4 Read the dialogue in Exercise 2 again. Then match A to B to form correct sentences. A 1. Anontine shop is You use a template to design ‘The Queen Package provides ‘The Queen Package doesn't charge ‘The two businessmen want to .. B ... a thelook of your website, . run promotions on social networks, ©. open al the time, 4. unlimited banawiath. ~ @ transaction foss. Working with Vocabulary 5 Listen and repeat the words and phrases in colour: Then tick the logical sentences. x) 1. Power is the opposite of abilly, 2. Asstylish shop is designed fashionably, 8, When you post information on a website, people can read It 4, An expert knows vary litle about a certain field 8. When you place an order, you want io Purchase something, 6. When a service is available round the lock, itis available most of the time. — 7. Welhost your website - we provide all the services necessary for it to function properly. -- B. Customers’ feedback about a product includes their comments and reviews about it 6 Listen and repeat the words in A. Then match the words in A to their definitions In B. 4) A 1. browse 4, showcase 2, gather 5. encrypted 3. accept 6 customise B — a collect b, agree to receive — © incode d._ change according to speofic needs ©. look around 1. a place for displaying things Listen and repeat the words and phrases in colour. They are in the wrong sentences, Write the words or phrases next to the correct sentences.) 1. You can use our support as models to create your own website. .. 2. When you shop online, you can see whal you have chasen by looking at templates. 3. It your online store becomes popular, then you'll have a lot of customers al the same time and will need a platform. wn. 4, It’s important to have all the unlimited bandwidth you ean get when you start a business because you will need help and advice, . 7 5. To create your online store, you have to choose your shopping cart that will provide you with everything YOU Mead. ann Listen and repeat the words and phrases. Then use them to complete the sentences. +) adapt + impose * localisation + worth the effort compatible * retail 1. Is this software a with any personal computer? 2. You mustn't = YOUr ideas on the website designer. Let her make decisions. 3. How did the company Roots its Vehicles for snowy weather? 4, _—.'8 an important issue ‘when you want to sel a product ina diferent continent, 5. Itwas very dificult to set up our business, but now it's very profitable. It was definitely 6. Isa. business. It sells small quantities of goods directly to the public, but not for resale. Listen to an e-commerce expert on a radio. programme giving tips about setting up an ‘online shop. Tick the tips he gives. 4) =. 1. It's advisable to frst check if consumers are interested in your products. -- 2. Its important to invest a lot of money in setting up the online shop, 8. Your e-commerce shop doesn't have to change much over time, 4, To expand the business abroad, you must adapt it to local demands, 5. I's best to use one payment method to do all your business, 65\ Dealing with Suppliers ( Getting Started: Vocabulary page 128)) 1 Read the blog entry. Then circle the correct answers to the questions on the right. 4) co yea caer! Dealing with Suppliers when Starting an Online Venture You've set up an online retal business, Your website is stiking and its getting alot of traffic. ut what about suppliers? can bbe extremely dificult to find reliable suppliers for your products. ‘Alot of things can go wrong, Product quality may not meet the requirements, shipping can be late, there may be hidden taxes, ‘or You might give your money toa fraud who has no intention of shipping anything to you. you don't tur to a sourcing company, 1 here ate Some tips for working directly with a new supplier. | ‘© Check product quality: To prevent extors and misunderstandings send you a free sample in order to test the quality of the product and its packaging © Use an escrow service for first-time payments: With an escrow service, ou and your supplier work with an intermediary, a neutral thi panty, and the supplier gets paid only after you have received, inspected and approved the goods. ‘© Negotiate payment terms: You should pay atleast 30 days after | receiving your product. This wil allow you to manage your cash flow and to negotiate with supplies iFthere are any problems, © Get to know the supplier: Beyond business talk try to chat a ithe with the supplier. This will help you assess what kind of petson you're | ‘working with. } 2 Anentrepreneur (A) is speaking to a prospective supplier (B). Listen to the dialogue and fill in the missing words. 4) A: I'm setting up a lighting business |'ve got al my designs ready and | need a supplier who can make high-quality light fixtures. BB Wl, we've been In business for over years, Our light fixtures are handmade and this allows us to always - an high-quality producis. ‘A: Could you send me some samples? B: Of course. I'm sure wo'll meet all your quality roquirements, but | understand your need to our product ‘A: Do you require an advance payment when we place an orcier? B:_ No, we usa an escrow service so that we're paid ] after you receive and ® the supplies. ‘A; And what is your returns policy? B: tems retumed within 30 days, get a full refund, 93 66 inyour order, ask as many questions as possible. Ask the supplier to 2, a, 4. Which problem does the blog nat mention? a. The products supplied may be of low quality. b. There may be additional taxes you didn't know about. c, The sourcing company may employ frauds. ‘What should you do in order to check: product quality? a. Request a questionnaire, bb. Request a free sample. c, Request products without packaging. What happens with an escrow service? a. You transfer money to the supplier. , Only the supplier transfers money to the intermediary, cc. The intermediary transfers your money to the third party. What is recommended? a. Paying for supplies as soon as possible. b. Paying for supplies 30 days or more after receipt, c, Paying only after you manage cash flow problems. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2. Give four reasons why this supplier might be a good ‘supplior to work with, 1Working with Vocabulary 5 Listen and repeat the words and phrases in colour, Then circle the correct answers. 4) 1. Does your website get a lot of traffic? a. Yes, so it's not very popular! . Yes, it's got ots of visitors all the time! 2. We are negotiating the terms. 8. think we'll wint b. I think we'll each an agreament soon. 3, Mrs Erikson is a neutral lawyer in the business contract between Neal and Rose. 1. She is working on the contract for both Neal anc Rose. . Shes only Neal's logal assistant. 4, l'matraid something wil go wrong at the convention. a, There are only three hours til it starts. b. Maybe there's something we haven't thought of. 5. Ronis an entrepreneur. a. He's set up three businesses, b. He's the Hoad of Customer Service. 6, The advert at the train station for Dunn's Jewellery is striking. a. Everyone notices it b. It's not special 6 Listen and repeat the words and phrases in colour, Then match A to B to form sentences. 4) A Aventure is a new business that ... | was surprised to discover hidden taxes that An escrow service Is a good way to... It’s quite easy to assess. Some frauds are hackers that According to the company's returns policy, Misunderstandings often happen with suppliers that B a. added to the cost. = b. obtain people's personal details legally on the internet. 8. speak a different language. d. you can get a full retund for items you disike, 8. the quality of this product, 1. involves considerable risk. gmake secure transactions, ve 7 Listen and repeat the words. Then use them to ‘complete the sentences. x) allow + prevent « intermediary » packaging sensible + handmade + intentions 1. These clothes are nee Thy aren't created by machines. 2. We work carefully, but we can't _ all erors 3. The isn't very strong. | hope nothing breaks on the way. 4, The sum of cash we received wil nnn US 10 PUCHASE @ COIOUT photocopier. 5. He collects a jot of information and analyses it before making decisions. He very 6, Despite the shipper's good the cargo was late because of stormy weather 7. Instead of giving the money directly to the supplier, we gave it to an... ‘who will give it to the supplier once we receive the goods, 8 Complete the sentences with words from Exercises 5, 6 and 7. 1, He charged us £200 for the mobile phone, ut it didn't work. He was a —._. 2. Kate's appearance is san» People inthe street often look at her, 8. Rick's latest _..18 opening a restaurant inside his fitness centre, 4, We've planned everything so carefully. Don't worry. Nothing can aetna 5. Aniintermediary must be a... person who isn’t connected to either side. 6, You must inspect the van and dive it in orcler to -... it's worth buying. Student A: You have just set up an ontine furniture shop and ere meeting with a furniture supplier, ‘Ask your partner questions to complate the chart ‘on page 90. ‘Student B: You are e furniture supplier meeting the owner of a new online furniture shop, Turn to page 98 and answer your pariner's questions, YYitertboot aoe 4) 67(Getting Startoc: Vocabulary age 123) \ b 1 Read the advert. Then complete the sentences. «i Does your team of employees seem tired, unmotivated or stressed? Itisn't easy to work in a team and it doesn't always come naturally. If you feel that your team isn’t pulling together, we've got the solution! We offer ‘time stress: presentation ‘communication conflict coursesin: management management ‘making skills resolution \We also offer exciting workshops to help your employees bond as a team ‘and really work together. Why not take your staff out ofthe offce to experience a different setting with new challenges? ‘These are some examples of our popular workshops: Busheraft - Go into the forest and survive as a team on its own in the wild! y ‘Treasure Hunt Work asa team to solve clues, and if you're lucky, youl find the treasurel Laughter Yoga Ifyou prefer something ess strenuous, try our laughter yoga workshop in your office. It breaks the ice and helps participants become more relaxed and comfortable with each other Contact us and we'll end one of our advisors to your offices to help you erie cea cies i for your stat We sometimes form adjectives lay adding the suffixes -ed or -ing to a word. When we acid ed, the adjective describes a person's fesing. When we ad ing, he adjective describes the noun causing the feeling. Ara you relaxed? This fs. an exciting workshop. 1, The courses offered are suitable for employees who feel exhausted, EE Elem 2. Two courses, Sere Set ere focus on how employees speak to each other. 8. Two of the workshops involve being away frOM the nema Ti paeactoe apaie ‘workshop helps people fee! calmer. 5. The company offers 10 S6N enone anne tO help yOu choose from their services. 2 Acompany's Sales Director (A) is talking to one of the regional Sales Managers (8). Listen to the dialogue and circle the correct answers. 4) AS Meg, I’m very disappointed with your A: | think we need a different approach. In region's sales figures. They've decreased my opinion, we should try some bonding by * 15% / 25% this quarter. activities for your team. B: I know, Charles, | was shocked when I got B: Do you think they've got a problem with: the figures, | can’t understand it~ our «interpersonal / organisational skils? * product / customer service is the best and ‘A: Yes, Ido. They also seam stressed thed our promotional material is excellent. A: Ifyou ask me, the problem is the sales team. They've lost their team spirit B: I don't know why my reps are unmotivated. B: Thay receNved ® smal! / big bonuses in the : last quarter, but this quarter, only one rep has achiaved his target sales. ps B: Have you got any suggestions? ‘A: Wall, there's a company that specialises in teambuilding activities. (Oh? Sounds like i's worth trying, Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 684 Read the dialogue in Exercise 2 again. Then answer the questions, 1. What problem does the Sales Director bring up? 2. Whyis the regional Sales Manager surprised by the problem? List three reasons, 3. What is causing the problem, in the Sales Director's opinion? List two of the causes. 4. What solution does the Sales Drector suggest? Working with Vocabulary 5. Listen and repeat the words. Then write each word next to its definition. «) stressed + relaxed + unmotivated + interpersonal evaluate + strenuous « prioritise + shocked ‘without determination 7 nervous assess calm + surprised in a negative way mot : between people requiring hard work -—---! decide on the relative importance PNEgRena isten and repeat the words and phrases in colour. Then circle the correct responses. «)) 1. How did you break the ice when you met the new group of employees? a. With laughter ~| told them a very funny joke. b. I gave each employee a bonus, 2, What is your approach to the company’s cash flow prablern? a. [think we must wait for clues, b. Inmy opinion, we must most with a financial advisor, 3. My team didn't pull together, so we dicin’t complete the project on time. ‘a, Haven't they got any team spirit? b. Did they not lke the office setting? 7 Listen and repeat the words and phrases. Then use their correct form to complete the sentences. 4) bond * experience + treasure hunt * challenge Conflict resolution + workshop 1. Louise is an expert on ca She helps employees find different ways to resolve ther disagreements, 2, Our company has ome ficulties lily ~ a Slow turnover and growing debt. 8, Thisis not going to be an easy project, but rm sure itl be an exciting * 4, Have you ever been on a 7's a game — you ‘search for hidden objects, Last weak, | went 1o a on stress andl laughter, 6. Have the members of your now toam os 7 Do they work well together? 8 Tick the logical sentences. 1. Employees usually get a bonus when they don't complete their work on time, 2. When people pull together, they work as a. team to achieve a goal 8. You read the clues carefully when you are trying to solve a crossword puzzle, Different clathes shops have got affferent marketing approaches. When you are shocked, you usually fee! very relaxed, 6. When you have got many tasks to do in a short period, it's a good idea to prioritise the tasks. o Cea ‘Two employees who took part in training activities are discussing them in the office. Listen to their conversation and complete the sentences. 4) 4, Joe took a course on. management 2. One tip WAS 10 KEEP 8 ennannn--rnmman NGL study it at the end af each day, 38. Another tip was not tO .—remnnenne OM the phone for long, 4, Allison's workshop took place in a 5. In Alison's workshop, they couldn't take their ‘with them. 6. Fordinner, they ate fish that they 69Teamwork (CGotting Started: Vocabulary age 128)) 1 Read the blog entry. Then answer the questions below. 4) eo 9 @og BUSINESS MATTERS - Jennifer Chan’s Blog The Power of Teamwork Nothing can be more dematvoting for employees than to feel that they ore alone, that they have fo do everything ‘on thelr own, and that no one listens to them, Obviously, ‘when people aren't motivated, they aren't gaing fo perform to their best ability. Tha’s where fearrwvork comes in, There are many advantages to collaboration. First ofall, research has proved that businesses achieve thelr goals more quickly and efficiently when people work as a feam. Team members constantly exchange ideas, as teamwork | | 2 Thwee employees at a | fashion business are having a | discussion. Complete the conversation with the | words below. Then listen to the conversation | and check your answers. 4) line + survey + focus + colours + meet + changes Greg: Kate, what do you think of my idea? facilitates good communication, Moreover, it encourages Kate: Conducting an e-mail ' nen? personal accountability. When each team member has Mhink it's problematic. Very few people {goto goal and is responsible fo the rest of the team for participated in the previous one. ‘achieving it, everyone works harder. Commitment and Greg: That's true. What about conducting a contribution become key words. In adaltion, if there is a street survey in action? Cconflicl, a team that works wall fogelher can satie it much Kate: Actually, | think we need to concentrate more easily. con improving our new *... AGA . of summer clothas first ~ before we start ko Seg astng caso eedback Remember there's ng “T" in “team” — Greg: Kate, you've been working on that with all for one and one for all! Sara. What * eave YOU Comments: comme ue wit 2 I'mvafraid we've got different points of ‘ison: thnk teamwork is overrated doesnt suit eveyone. saad. Ws tect the reat the’toem input ‘Many people wark better on their own, n a cuit place. Teamwork Heres honits Rid cot sagt foe Sara: You see, 'd Ike to improve the style of the clothes and Kate insists we only need to Ray: thnk teamwork stands o fas by parson accountabiity change the * ‘When there's no parsanal accountability, there are always Greg: We could always look into both aspects. people wa sit round anc et ers co the work for hem!) Kate: Good idea! Greg end | will do research on 4 the latest colours, and Sara can 5 on the style. 1. How do employees feel about working Greg: That sounds reasonable. alone, according to Jennifer? Sara: | agree. Let's © _~on : a - Thursday moming to share aur ideas, 2, Why does Jennifer mention research? ee nz GBB_ Practise the dialogue in Exercise 2 with two partners. Pay attention to the expressions in colour. 3. Why does Jennifer mention conflicts? 4, Why doesn't Alison agree with Jennifer about teamwork? Companies often use a SWOT analysis, to analysa their situation in the market: Strengths, Weaknesses, Opportunities ‘andl Threats, ‘What problem has Ray got with teamwork? 70 a i4 Read the dialogue in Exercise 2 again. Then read 7 _Listen and repeat the words in colour. w the false sentences below and correct them by changing the words and expressions in bold. 1. Kate thinks an e-mail survey is a great idea, 2, Kate thinks they should focus on improving their winter clothes. 3. Sara wants to change the colours of the clothes in the summer line. 4. Greg suggests looking into the prices and sizes of the clothes in the summer line. 5. The team is going to meet again on Wednesday afternoon, Working with Vocabulary Listen and repeat the words and phrases in colour. Then circle the correct answers. ) 1, We must work together on this project if we ‘want to do it well. We have to cooperate / express with each other, 2. When did you settle / come up with these ‘wondertul ideas? They're so origine 3. think that’s a reasonable / an overrated salary for a receptionist. 4. What is your paint of view / aspect on this issue? Circle the correct answers. 1. We tried to settle the a. meeting b. conflict 2, That's an overrated ..... It's not as good as everyone says itis. a. book b. problem 8. Itisn't easy for him to express his a. time b. feelings 4, [think the most important aspect of teamwork is 8. personal accountability —b. workshop 5, You should cooperate when you have objectives. a. the same b. diferent Then match A to B to form sentences, 4) A 1. He always makes a huge contribution ‘This idea is problematic because it requires Let's collaborate and design He doesn't share his ideas ... Her main strenath is that she's Her main weakness is that she is B ‘sometimes tude, a lot of time and wor, to the team’s work. very relaxed. aline af shoes together, with the rest of the team, egae reeaoge 8 Listen and repeat the words and phrases. Then use them to complete the sentences. +) encourage + demotivating + input + prove perform « facilitate + commitment personal accountability 1. Unfortunately, the team is finding its new project 2. Did all members of the team — their tasks as requested? 3. always my co-workers to ‘express their opinions. 4, How did researchers an that teamwork makes people more efficient? 5. nannnnnnn iS very important in teamwork. Everyone must be responsible for his or her own part within the group's work. 6. The new computer program will decision-making because it presents the data in a clear format, 7. [don't know how to handle this problem. I'd like your onit. 8. lls to the team is impressive, She's always ready to work overtime and help others. You work for a company that manufactures. jeans and you must decide how to market the new line of jeans. Work with a partner, ‘Make suggestions and give feedback on your partner's suggestions. Together, decide which ‘option you prefer. Use the ideas on page 91 or ideas of your own. Divi rat naga TOY Work 00098.) 7)pene cuentas eae ee eee ‘Aleader has got the ability to direct the actions of others for the good ofall. You can learn to be a leader, but you have to work at it — hard. This list of techniques can help you transform into the type of leader you choose to be: [BE PROACTIVE) RATHER THAN REACTIVE. Try to identify potential problems and solve them before they turn and adapt their business to the circumstances. Share your into a crisis, Good leaders constantly analyse the sit COMMUNICATEICONSTANTLY. Make sure your employees know what you are doing and plannin vision to provide direction for your entire team and enable your vision to become a reality COCR UO Ce eee ee Rad) 4 EMPOWER=IDELEGATEAND FACILITATE, After you set clear objectives for your team, leave the detailed implementation of these objectives up to the eam, Don’t try to micromanage, but be available to offer advice and support. DEVELOP YOUR TEAM Ensure all team members receive continuous training to develop and enhance their skills, Have regular review sessions to assess each member's performance and give feedback STAY CLOSE'TO YOUR TEAM. Be seen. Visit each department on a regular basis, and remember to thank ‘employees and praise them constantly. Make time in your busy schedule for people to approach you ~ and most importantly, make sure you really listen to them, 1, Tobe a good leader, you must be Born On. nn * 2. Aleader shauld look for problems. ren " 3. The employees should not have any information about their manager's projects, 4. Employees should be trained well, not only when they start their job, 5. It's important to be in touch with employees and speak to them face-to-face, 2. An organisational psychologist (A) is talking to the Head of Design (B) at Desgo. Listen to the dialogue and fil in the missing words. ) A: Lisa, | understand you've recently become B: Yes, thal's one of the is head of the depariment, after working here the lack of time. I can't got my own work done, for" yoars, ‘A; Well, one problem leads to the other. B: That's right, Liy, Being a manager ist 3: You're right, But what's the solution? See ¢. I'm sure there are many. How about setting ‘A; No? What are you finding ficult? Up daly meeting with your team to discuss along in my office all unnnestn fous, B: Well, I'm very close to my team. | don't problems? You'll have to Keep these meetings day. | walk around the floor and help my B: Yes, and then everyone can learn from each designers solve all Kinds of problems. ‘other's problems. That will definitely save time! im Thesance good some-MayeIneong pm 2 fe 6p) _ B: The problem is that | can’t make all the > Weican use reflex where the subje The employees must learn how to work things out for themselves. I solved the problem by myselt. pronouns to tak about actions decisions, and the object are the same, ‘A; You mean your employees must leam how to work things out for * 2 72F3_Practse the dialogue in Exercise 2 with a partner. 4 Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again and complete tho sentences. 1. The Head of Design is suprised by how hard itis 2, She spends a lot of time helping her ‘employees to i 3. She is complaining that her employees don't 4, Sho is also complaining that she hasn’t got BOE Dscssciensieeecnn 5, The organisational psychologist suggests having 6. The Head of Design thinks the organisational psychologist's suggestion will help her employees ... and it wll give her —. Working with Vocabulary 5 Listen and repeat the words and phrases. ‘Then write them next to their definitions. 4) direct + delegate * enhance + lead to praise + socialise + approach Te sonnei nsmnn SUPErvise, Control simprove, increase use suman? get together, go out come near ve responsibilty to PeEEN another person —nsseu @xrESS approval OF admiration about achievements Listen and repeat the words in colour. ‘Then circle the correct answers. 4) 1. Managers must be entrepreneurs, They have to be reactive / proactive. 2. Your ideas are wonderful, but their implementation / inspiration won't be easy. 3, The Operations Director meets will her team on a regular basis / crisis - twice a week. 4. Our main problem right now is a reality / lack. of space in the office building 5. Our Managing Director has got a clear vision / circumstance of the company's goals in the next five years, 7 Listen and repeat the words and phrases in colour. Then circle the correct answers. +) 1, Do you constantly receive phone calls? a. Yes, two or three a day. b, Yes, all day long, 2. Keep the outgoing domestic mail separate from the international mail. @. OK, I'l put everything together in this box. b. OK, Iiluse two boxes, 3, We must identity the problem so that we can solve i ‘a. Yes, we must find the part that needs repairing. b, But let's think of solutions first 4. Our supervisor really empowers us. a, Does he give you a lot of work? b. Does he allow you to make decisions? 5, Doesn't that noise bother you? a. Yes, | can't stand it bi Yes, it's very relaxing, 6.__Did you work things out with your business partner? a. Yes, we resolved the conflict b. Yes, we stopped working together 7. Do you get along with your team? a. Yes, we work well together: b. Yes, we work overtime every day. ‘Two friends who work at different companies are discussing their managers! leadership styles. Listen to the conversation and tick the correct, columns. 4) GE has lunch with the employees. ‘separates personal ite from work iif {is an inspiring model to the ‘employees. often praises the employees. trains the employees well often answers phone calls ‘while training employees. 73Strategy Planning (Getting Started: Vocabulary (page 130)) 1 Read the notes from a seminar. Then circle the correct answers on the right. «) Building a Strategy = # Leader's Role The leader sits in tite driver’ seat — navigating the future wit strategic amareness. Can't just be reactive, uust be proactive Be prepared ~ don’t be caught off guard. Must step back from everyday work lif and putting out fires, Im order to evaluate things from a broader perspective. Ht takes discipline to set aside time, away from all the operational distractions, to analyse the situation and make plans Keep on looking for ways to do things better, faster and cheaper. Maybe reinvent the business and its strategy: Not cnough that management know the company’s strategy. Ir must be clear to every single employee what the company’s strategy 1s and what his (Her role is in achieving the goals ~ at company level, departuient level, team lovcl, personal level. Guestions t0 ask: + What changes are likely to take place in the Future that will affect the business? (new competitors entering the market? bargaining power of suppliers - raising tHeir prices? bargaining power of customers — demanding lower prices?) «will any of these changes wake your company’s services f products irrclovant to customers? (threat of substitute products / services?) «Are there ways for your company to be a forse for positive change? (lead a technological revolution in the field?) A a, b, © d. leader mustn't be reactive caught off guard prepared 1. proactive ‘The best thing for a leader to do is to constantly . a, b, ©, d. have meetings make the business work better put out fres 1. focus on operational distractions . should be aware of the company’s strategy, a b, e d. A wi a b, « 4. (Only the Managing Director Only the management Every employee Every single department head leader should try to evaluate how il affect the company, new competitors an increase in the cost of supplies substitute products a, b and c~all the answers above | 2 The Managing Director (A) of a hotel is talking to the Marketing Director (B). Complete the dialogue | with the words below. Then listen to the dialogue and check your answers. «) luxurious » Thursday + electricity + update » competitors + prices ‘A: We're having a board meeting on to discuss the hotel's strategy in the light of changing circumstances. i: What are As Right. We must gather more informatior about this hotel offer and for what *... 2 competitor. What does the /ou most concemed about? B: Maybe we can market our hotel as a : Uniorunataly, there are a few problems to personal, unique accommodation. overcome. We've already got a number of A: Perhaps, but frst we must define the issues ‘serious > . a= and now a new clearly and try to break the problems down hotel is opening down the road from us. into smaller problems. Yes, and it belongs to the Browne's chain, Their hotels are very * 7 ‘A: Yes. In addition, our food suppliers have just announced that they're going t B: OK, I'-collect data on the new hotel and you before the meating. 74 aise theli prices next month, And the price of water andl * have both gone up, ei > There are many quotes about leadership. “As we look ahead into the next century, loaders wil be those who empower others.” - Bil GatesP23. Practise the dialogue in Exercise 2 with a 6 Listen and ropeat the words and phrases. Then partner. Pay attention to the expressions in Lise them to replace the words and phrases in colour, bold in the sentences. pul out fires » overcome + be caught off guard navigate + in the light of + substitute + force 4, The CEO must plan and direct the Company’ BUSINESS. enn 4 Read the dialogue in Exercise 2 again. Then read the false sentences below and correct them by changing the words and expressions in bold. 1. The new hotel is opposite the discussed 2. lm sure well succeed in dealing with this hotel. problem, - . 3. Our managers must handle crises all the time, 2. ‘Two problems are the rising prices of petrot and electricity 4. Chimno is an important influence in the eco-triondly building market. 8. The Marketing Director suggests promoting 7 : Plan ahead. You don't want to b ed the hotel as a large, luxurious piace to stay. Pe one and not prepared. 6. I mustn't have any sugar. What have you got asa replacement for sugar? wine 7. Our business is doing well considering 5. The Marketing Director must collect the present global economy. information ‘or his department meeting, 4, The Managing Director wants to find the solutions first aa BPE 7 Listen and repeat the words and phrases. Then use them to complete the sentences. ») Gistraction + reinvent + broader perspective set aside + bargaining power + awareness revolution + step back Working with Vocabulary 5 Liston and repeat the words in colour. Then match the questions in A to the responses 4. How did the digital affect inB. 4) the music industry? & 2, The continuous ringing of phones in the office 1. What is your role in the department? isa major forme. 2, Have you got discipline at work? 3. The company must itself ~ 8, What did that customer demand? Perhaps it' make its main objective creating 4, What is the most serious threat to your ones, nsfherthan makeing! company at present? 4, When you look at things from a 5, Does your bookshop belong toa chain? nee Hou cone ecusion tals, 6. Have video cassettes become irrelevant? B. Nowe ancien te B a. Sho wanted a full rafund. b. Yes, its one of 26 in the country. . Ihink so, Nabady uses them any mare. | design promotional material . It’s the rapidly-growing competition in india. 4. Yes, | work seriously until | gat my work done. information calmly. 6. It's important to time to evaluate your employees’ progress, 7. Today, there is more of environmental issues than 50 years ago, 8. Our suppliers’ has grown, and they have raised their prices by 10% ‘You are managers at a local chain of fish restaurants, You are meeting to discuss the company’s strategy in the light of changing circumstances. Ask and answer questions to complete the chart with the problems and possible strategies. You can add strategies of your own. Student A: Use the information on page 91 ‘Student B: Use the information on page 88. roting Tost poe 111™Y Werkboo. age 98(Getting Startod: Vocabulary (page 191)) 1 Read the job advert. Then write T (true) or F (falso) next to the sentences below. Copy the phrases that gave you the answers. +) International electronics company is looking for a SALES MANAGER for its Moscow office Job responsibilities include: running a small but dynamic sales team © participating in exhibitions © providing customer support identifying and targeting new matkets ‘© negotiating contracts Job requirements: 9 previous sales experience ability to lead and motivate a sales team co excellent interpersonal skills co ability to analyse local markets o effective negotiating skills co fluent in Russian e relocation to Moscow o frequent travel to other cities and countries, Sion Cea siyoranencarcas Seta trina The Sales Manager y _. 1. will supervise many people 2, must have experience in organising exhibitions, 3. willlook for new customers will direct and inspire a team 5, will examine the Russian electronics market 6. must be good at reaching agreements with, customers ‘must speak a fitle Russian 8. willive in Moscow 76 2. The Head of Sales (A) is interviewing a candidate (B) for the job of Sales Manager. Listen to the dialogue and circle the correct answers. 4 A: Good moming. I'm Jeremy Harper, the Head of Sales, B: “Nice / Pleased to meet you. 'm Liz Neilson. ‘A: Have a seat, Liz. Pd like to ask you a few questions. Can you tell me about your educational background? Of course. | studied Business Studies at Groenforest Collage for two years. ‘A: OK, end have you got experience in sales? B: Yes. I've been working as a sales rep / Sales Manager at Greendale Chemicals for the last three years. ‘And why do you want to leave? | ove my job there, but | feel I need a biager salary / challenge, and the position you're offering seems ideal ‘A; 500. So why do you think you're a good candiclate for this job? First ofall, 've got a lot of experience in sales. I'm very professional and organised, and |'m excellent at negotiating, I've got excellent people skils and I'm fluent in * Russian / German, ‘A: Well thank you for coming to the interview. 1H) be in touch B: Thank you. It was nice meeting you. Tip!) ‘When companies want to fila high-level position and are looking for an especially highiy-qualified candidate, they often use the services of recruitment companies 3. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4. Read the dialogue in Exercise 2 again. Then read th false sentences below and correct them by changing the words and expressions in bold. 1. Jeremy Harper is the Head of Human Resources... 2. Liz Neilson studied English. 8. She began working at her previous job two years ago, 0 4. She hates her job. 5. She has got excellent accounting skis. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then match A to B to form sentences. +) A 1. Bill has got a lot of experience in marketing books, ‘You must be fluent in Spanish. 3. dames is going to lake an advanced course in English ... 4. Itisn't easy to work undor pressure, . 5. When you target something, ... B if you want this job. n ‘80 we gave him the job. you make it your goal because his English is alraady quite good) epeg8 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) educational background + relocation heaciquarters * logistical support secondary school + vocational course 4. The company’s are in London. 2. The JO PeQUIRES @ nnn to Paris! 3. What is your: a Did you study at university? 4. I'm responsible for providing make sure thal the equipment - the projector {and microphone are working before meatings 5, finished . when | was 18. Then I took a i in electronios, especially when you're a new employes. 7 Listen and repeat the words. Then find four pairs of words with opposite meanings and write thom on the lines below. «) outgoing « insecure + hard-working + dynamic organised + lazy + responsible » confident introverted + anxious * mé 1 2, 3 4 + knowledgeable 8 Circle the correct answers. 1 1 PNoasan Listen to a radio presentation on interviewing tips. ‘Then tick the things the presenter mentions. 4), Lisa is showing me how to search for statstis. ‘She's very knowledgeable / insecure about the Internet, ‘Tom is very good at keeping track of office supplies in our company, He's very organised! / messy. ‘Amanda is harc-working / confident. She's at the office from Zam to 7pm every dey. Is Paul responsible / outgoing? Does he always finish his projects on time? its my first day at this job. I'm very lazy / anxious! Chios isn’t @ good marketing representative ‘She's too quiet and dynamic / introverted. I'm not very confident about my work. In fact, I'm quite responsible / insecure. ('m under pressure and | haven't got time to file papers, so my office is very messy / lazy right now, the importance of ariving on time how to dress for an interview how to greet the interviewer how to answer questions what documents to bring how to organise your documents which questions to ask the interviewer the importance of smiling 7i) Interviewing (2 Getting Started: Vocabulary age 151) 4 1 Read the interview form. Then answer the questions below. 4) | INTERVIEW FORM 2. The Human Resources Director (A) Is interviewing Liz Neilson (B) a | Name: Liz. Neilin, second time. Listen to the dialogue i | Telephone: 05746456721 and fin the missing words. 4) i rage ‘A: Hello, Liz t's nice to see you again, {| Aes 27nd. Contry ice H | Email: —lign@uk net B: Thank you. I'm glad to be here. | Education: (Z1secondary school ‘A: As|ltold you on the phone, we'd like to offer Bluniversty. 2] vocational you the job, but | want to go over a fow || skills; Computer skills: Word, Excel, PowerPsine ] ie (native), Rustiaw. (fluent) FE, Senn Languages: English (native, A: This job calls for a lot of overtime. How do | | Work experience: Sales Manager sore you teal about that? i Greendale. Chemicals B: its \'m flexible about \ | hours — and I’m energetic. oc nen er ‘A: Great. Your starting salary wil be £60,000 peer annum, Our sales reps work 40 hours @ | Date Lil August weok, but as a manager, we expect you to be Impressions: Hard-working, responsible, conscientious and work as much as needed, | arganised. exigting. That’ fai. What about hoiday time? You get two weeks in your and eight days of paid sick leave. You also get . health insurance and retiramant benefits, Bi That's oreat. It sounds lke the perfect job. A: Good. So will you be able to start on ee Schedule a second interview: ¥. Yes... No 1. In which city does Liz Neilson live? | ee s at 8.00 am? 2. Did she study at university? B: Of course, I'm looking forward to it! Thank esllgs a. you, Mr Harper. ( 8, What skils has she got? 23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4, Which languages does she speak? ue 4. Read the dialogue in Exercise 2 again. Then | 5. How many interviews has she had so far? merett fa B, : A B 1. £60,000 a. holiday time 2. 40 b. minimum number of 2. WERE work hours per week 4. 8 days starting time on first day 5. 9.00 d. annual salary ©. paid sick teave When talking about managerial salaries, wa fen use ‘for ‘thousand! and ‘per annum’ to refer to an annual or yearty salary. £80k per annurn means an anne 1 £80,000.Working with Vocabulary 5. Listen and repeat the words in colour. Then choose the correct word to complete each sentence. +) temporary + permanent 1. F'm looking f0F 8 aa job. | want to work in the same company for a few years, 2, This job is for three months, It's only a aj. incentive + starting salary 3. The. is £60,000 per annum, 4, Our company gives the best employees a weekend at a holiday resort. I's a great vee 40 Wor had shift work + schedule 5. The workers at the factory do — from 7 am to 3 pm and fom 8 pm to 11 pm, 6. Every week, the marketing reps get thelr an for the following week, recruit « fre 7. Greg was late tor work again. I'm sure they'll him soon, 8 Does your company many collage students? health insurance + retirement benefits 8. What 812 th cnet YOUF NEW job? They're very Important for your future, 10. My -—-- pays for my visits to the doctor. 6 Listen and repeat the words and phrases in colour. Then tick the sentences that are true for you. 4) 1. I'm very articulate. I'm good at speaking in public. 2. t'm very ambitious. | want a career. 8, I'ma punctual person. I'm never late, 4, 'mnot decisive enough. its hard for me to make decisions 5. Tminot very flexible about hours. | ean only work at certain hours. 6. 'mvery energatic. | don't need to take many breaks. 7. I'ma fast learner. | don’t need a lot of ‘explanation. 8. 'mnot very good at multitasking. Fean't do more than ona thing at atime. 7 Listen and repeat the words in A. Then match ‘the words in A to their definitions in B.-) A 4. sensitive 4. creative 2. conscientious 5, industrious 3. easy-going B has got original ideas B. very serious about doing duties and what is right hard-working is aware of other people's feelings and behaviour = &. pleasant and relaxed 8 Read the sentences and responses. 1. Are you flexible about your hours? a. No, | don't want to do shift work. b. No, 'm easy-going. 2. Our company has just fired 20 employees. a. Were they too energetic? b, Were they temporary workers? 3, The Sales Manager is giving a £2,000 bonus to the sales rep who sells the most phones. a. That's a retirement benefit b, That's a great incentive. 4, The Managing Director has just offered Mike a permanent jab, a. That's probably because Mike is such a ‘ast learner. bb, That's probably because Mike is too ambitious, Its great that they hire Melanie. a. Yes, she's really good at multitasking, bb. Yes, she's never punctual ircle the correct, Creat Student A: You are the Managing Director and. are interviewing a candidate for a job as Sales form on page 92. Then discuss work hours, salary and benefits. Use the information on page 92. ‘Student B: You are applying for a job as a Sales Director. Answer the interviewer's questions. ea, Then ask questions about work hours, salary and benefits to complete the job Writing Task, page 111 Workbook, page 40 79)(CGotting Started: Vocabulary Gage 182) | Read the tips for preparing a CV. Then answer the people's questions below. 4) 2 Make sure that your headings are clear. > Use the spell-check on your computer. > The headings you should include are: Personal details, Education, Work experience, Languages, skills and References. > Personal details: Include name, home address, date of birth, phone number and e-mail address, Other details you can include are your gender, nationality and marital status. > Education: Include all relevant courses, State where you studied, Always start with the most recent place you studied, -» Work experience: Write your most recent place of work first Give an accurate job description, You can also include any part-time work that you have done. > Languages: Mention any foreign languages you speak, > Skills: List computer skills or any ather skills that are relevant to the jab. > References: Ask two people if they would be prepared to give you references - one should be from a place where you studied, the other should be from a place where you worked. 1. How many headings should | inotude inmy ov? J ) 4. | speak French, but knowledge of een foreign languages doesn't appear In the job requirements. Should | mention being fluent in French? 8, Dol have to write the name of the schoo! | studied at? } po 2 Match the information below to the correct heading on the CV. AGV or curriculum vitae 1. 2009-2013: Marketing Manager, Rainbow Paints, ja.also caled s resura, dana@jmail. com _ especially in the US. Date of Birth: 26th August, 1986, 2008: Certificate in Business Studies ~ Bonnington Business Schoo. Responsibilities: negotiating with customers. 80