2 Working with words | Customer service 1. Look the picture below: What channels does it show for cus communicate with a company? Which ways do you prefer? Sa ug es ts Peers pore Pan eae eee eo is the most annoying? Serra een eo reed ero rs Peed pee td ee ami De Tera Po ga Wi oes problems ae 2 Readthistex and answer questions 1-3 3 1 What are the advantages of multi-channel customer service? 2 What problems can customers have? 3. What i the est ofthese problems for companies? Multi-channel customer servic oat cxnanies prove cstontrs The problems that thr Specs 30 mints an a teh mnay otens for owes fen enough ommmurcatonhasuw expla the poder £8 Syemat by onin cat trough alacorparytomakea. ends te improve he ester tieoompuny webs or ia seal compat about prod that erprince, Cases de) 3 tneda suchas Facebook or Teter. det’ work there isn a quick tanto so companies Commucasensnoreaseror rip. tse res he enloe cha. aeatimprove i reponse Casters wo hae a uery abut Theyhavenorecerdof te ema, ines tnd nme at Sprodutor cdr orwant report sathecutmerfs expan | tesamuneon sae speble tages conpanks he tsoue agin canoer cod, Th pi Rerita yiaicind Seeiein calcnraea een on ho customer experienc Customer Support The customer As cuntmers ho donc 3 Work witha partner. How do you think companies cas communication with customers? panies can improveCe Orla aL 4. Match the phrases in bold in the text in to definitions 1-9 1 Say you're not happy with something 2 Inform (a company) that something is wrong — 3 Give detailed information about a problem 4 5 The The idea that customers will always choose a company’s products it takes to ansiver a custome ‘Xdepariment that answers customer questions 7 Askcustomers what they think about your company 8 Suggest an answer toa problem —_ ing that isn't clear 9. Ask for more information about some 5 Work with a partner. Talk about customer service in your own company or ‘a company you regularly buy from. Which of these things does it do well? Which does it do badly? + Different communication channels Dealing with queries or complaints Encouraging customer loyalty Response times Getting feedback 9 For more exercises, go to Practice fi 6 Whatsolutions are these customer support 2s from thelist 1 We'llolfer you 20% off if you buy it os 2 Wecam’t repair it,but we will send you 3 Ifyou return i tothe shop, well give wey back 4 I valid for 12:months, and you can use of our stores. 5 Sony, you can’t have your money back k ‘ will send you a cheque for 7 > © Listen to two people talking about customer service Did they have a ‘good ora bad experience? B > 5 ? Listenagain and answer the questions for each situation ‘Situation 1 Situation 2 What did the customer talking toy tablet computer corer? Gg ‘What was the problem? How did they contact the company? How did the company respond to the problem? What olution did the company offer? 9 Work witha partner Talk about a good and/or bad customer experience you have had, Use the questions in 8 to help you. 33Unit 5 | Customer servic Tip | Two-syllable adjectives ending in -y “worsplabe adjectives ending Insp usually form tele comparative and superlatives wither ander ey, ease, te easest Pa Language at work | Comparisons online? Make alist of reasons, +. Why do people shop 1 Work witha partne 2 5.2 Listen toan extract from a radio programme about wh shop ‘online and note the reasons. Are they similar to yours? 3 5.2 Liston again and underline the correct words inital ite sentences 1-5. 1 Online retailers offer thecieupest / most expensive products 2 Online stores have the most / lst flexible hours 3. Wsnotasdifcult/ easy to compare protucts in physical sto 4 Internet shopping offers amore limited / wider choice than in oping. 5. Online retailers offer betlr/ less detailed information about | 4 Read the explanations inthe Language point Then complete the spe wih the dco in 3 eee. [Cancuace Poin 1 Most comparative forms of oneal adjectives en ine (when theadlctive erin) Fo the aupertive form ald et chp, chae the wide the wie 2 Most twosllabe actives and all adie ofthe of moreslabes “use more and the mast ri ayers. nor eres te ‘Rt, the es dala 3 Goat and bad have ie jective. You can also use fess an he st adi tive and superlative forms soo, the best bed, wore the worst 4 We use not a+ adjective (+m) fo say something is similar o something mot__esy (a) >? For more information, go to Grammar reference on page 115. 5 5.3 Listen to some shoppers be fo they gvloranepna Pes eingntrviwed in the tect, What as hysical store?Tete cuca cares 6 > 5.5 Complete the shoppers’ answers with the correct form of the adjective in brackets Then stn agin and check your ans. 11 get ate prfsonal (professional advice ina shop than online. The staf ina store havea __ (good) knowledge of the products, 2 1 know the prices arent (low) as online, but ts the (quick) way to get the product want 3 The (important) thing for me isto see and touch the products. I's (easy) to make the right choice 4 1s____(tficut to return or exchange items than when you buy online Iwsalso the __(expensive) way because you don’t pay'for postage. “The postal service isn’t (reliable) now. Delivery times are (long) and alot of packages are lst >? For more exercises, go to Practice file § on page 115, 7 Workwith a partner. Talk about your preferences for I~4 below. Give examples and explain your reasons, using comparative and superlative forms, Example: I prefer looking for products online beause its quicker ard easier compar thm Looking for and evaluating products. | Onlin, in physical sis or both? i 2 Buying new products. (Online in physica! stores or both? 3_ Buying secondhand prod Direetly from the slle or online? 44 Reporting a problem witha product By phone, by email, by letteror ‘bought online, onthe website Practically speaking | How to ‘soften’ a message 1 Inwhatsituations do you need to choose your words carefully and soften what you say? 2 5.4. A manageris complaining to an employee. Whats the problemand ‘Whats the soition? 3 > 5.6 Listen again and tick(V) the expressions each time you hear them, ‘Who uses the expressions: the manager (M), the empleyee (!) or bots (3)? ener re) Vafaid.. Pr mr Sur, but i - 1m sorry to sy this but Sorry about that “Well actually... «isnt very (+ postive adjective) 4 Which of the expresions in 3 does the speaker use to .2 ‘complain + respond toa complaint + coret wrong information a Practise the conversation with a partner. 6 Work with a partner: Take turns to complain and reply in these situations Use the expressions in 3, 1 AnIT technician came t install new software on your computer yesterday. Todlay your screen feezes everytime you try toopen iPhone the technictan, 2. Your colleague asked you to check a report he wrote. Alt ofthe information Is unclear or wrong aid it's fll of spelling mislakes, Speak to your colleague.Business communication | Making and dealing with complaints 1. Lookat the advice below. Do you age Wen deaing with a complaint, never say Mr making cama) Spor al reve wore, yor au .e? Why/Why not? 2. b5.5Lstentofourdifferent conversations. Note down the problem and solution in each, "Conversation 1 Conversation 2 Solution 3 5.5 Listen again. In which conversation do you hear these so os? 1 Yate arefund, 2 Oh deat Can you give me more details? —_ 3 Don't worry. deal withit now —_ 4 rmsorry tocar that, Well send you the coret version tod 5 Itsy foul 'm sory. — 6 7 8 Itstilhaswt arrived, Key expressions Iesnot working again. Fm not very happy about it. + Asking about the problem Customer Service. How can Thelp you? forcearer 9 Wecan offer you a meplacement What ean do for you? 10 ook into itand get back to you right aa: Can you give me moe details? ‘hal coniy ste poiaeil 4 Work with a partner. Take tums being the people in the situations » 2and Matieg Ws toratal have similar conversations. rm sor, but / i frat pakeetoh ites = 9 For more exercises, go to Practice file 5 on page 114, “Theresa problem vith (a sit nest atv. 5 Work with a pariner-Read these situations, What are the possible solutions? Imo not very hapey about). 1 You ordered sandwiches and drinks fora working lunch witha customer in Se ae Your company. The catering company promised to deliver before 1230p. bi Sympathicing/Apoogizing itsnow 1 pam and you're sill waiting, Your customer docs’ lock very MY Tim very sory about that You phone the catering company Ido apologize 2 Youthave ceived an onter fom: computer supplier but there's a mistake mane ee Yotorlend pap compen wh Bich sree at ye tour at sory. minicompaters with Inch crens and thee cealy a doc pce the {rm alaid we can't supplier. feat tes ly 40), You phone th ooaesl 3 You asked a colleague to send you some PowerPoint slides for an important inconvenience presentation you have this morning, When you open your ea, you se thi Wek nto tat wt t an hou. You phane your colleague ee eee 4 You rented a car on a busines trip from your usual rental company but the tieme cece {Bina slonred working ater two hour You then ont your ney wee We can offer you. manager yao hear rom you 6 Have a conversation foreach sit uation in Take turns de withthe complain. Won in 5.Take turns to complain and deal| + Sr cig Working with words | Employment PROCS RO 1 Areyouamember of any of these social networks? Why do/don't you usethen? eee eee kei, Bio aes 2 Read the article and answer the questions. 1 How many people and companies use Linkedin? 2 How does Linkedin make it easier for ..? + people to find jobs + employers to find new staff LinkedIn — the world’s largest professional network Today the Internet is making it Your experience in diferent | advertise new positions onthe easier and quicker for employers jobs and the skills that you | site With one ovo clk. and employees to ind each othe. have learned, ike managing | you can apply forthe jo. and ‘ne ofthe most popular a team or wing diferent’ | attach your CV ani covert websites for both employers computer programs Jeter You can also discover be Baissea, | ‘est, youhegin to develop | number af pools interested 8 4 socal network service for Your contacts. On Linkedin, | the position and know if you professionals. The company has you can search for people who | one of the better eandidates. ‘more than 400 milion asers you studied or worked with. | And ithe company decides fn over 200 counties. Many of Maybe an old university fiend_| to put you on is shorts ot the writs companies ise | More than | orexcoleagueis now with | cafdusus von canead «il Linkedin to holp hem recruit : | 3 million | Se0mpany that you'd lke to | advice on the site about what! new employoes, | ‘ork for. That person can post | say in a job interview. Ayou are looking for ajob, | COMpai@S | a reference onthe sit, sying.| Two nr peuple or coma ein inked. | payer god yur wont; ME Tome polo cmt io Seer Mote han tree milon | yous uutue bout incingvouqualteatons | P9G°SONconanoshapgeran got kg aos 0 from school or university Linkedin Hinkedln, and many of them | member, now's the time 10 dH 3 Answer the questions with a partner. 1 Do you think sites like Linked people looking for jobs? 2 Can you think ofan recruitment? in really make life easier for companies a"! ¥ disadvantages compared with traditional forms of 386 | Employn 4. Compete the stages of getting ao with the words in bod fromthe textin2 [Wen a company decides to! anew employee ] | sual SnenY OF the ab nthe pre or ontne | You decide tothe ob. You send CY, which includes information about: + the exams that you have taken (your §_) + the companies that you have worked for (your °_ ) + the things that you have learnt to do (your & + people who you have worked with who can gwve you 2 7 ‘The company studies the C¥s of al the ®_ and make a ‘ofthe best ones It invites these people to the compan foran™ 5 Discuss witha partner. Which pars of the recruitment process clo you find ceasier/more difficult? 6 » Listen to two people describing how hhow each person was lucky Speaker 1 Speaker? 7 > 6.1 Listen again and complete sentences 1-8 1 Tonly saw the for my job at the last Tonly had about four hours to prepare my really wanted the jb, but I wasn’t really ‘oI did't think L would be _ but was. 2 5 forit 4 5 I could see that the person who —___ me didnt ike me 6 7 8 “The company wanted a highly technician ‘Thad the qualifications, but I wasn’tat all _ of service technicians. He was responsible forthe {8 Match each word in 7 witha different form ofthe same word from 4, Are the words nouns, verbs or adjectives? Where isthe main stress on each word? “Example: application (noun apply (er) >) For more exercises, go to Practice file 6 on page 116. 9 Work with a partner. Tell them about when you got your present jb Tak about * how you heard about the jb + how you appli for it + the interviews you had + why you accepted the job 39Tip | been and gone Been and gone ate both wed 2 pat parties oF ewer {Boon meane at they went fel ame back tine you ever been ote USA fora okday? Gone mean that they are stl there He’ oot here. He's gone Paral thewechon. 40 Language at work | Present perfect (1) “L wat questions dointervewersften ask a job interviews? Which question, othe most fic to answer? 3 >-6.2 Listen again and underline the verb forms you hear, 1 When did yu sar / luce you started working inthis field? 2 et / haw ef university in 2008 3D you ever ork / Have you ever ork fora big onganiza 4 No, Idi’ fice / ‘se never had the chance, 3 Di you go / Have you be to Africa? 6 spent / cespent some time in Tanzania, 7 Oh rally? What did you do / hve you done there? 4 Look at the sentences in 3, Decide if the verb forms are in th mpleor present perfect. Then complete the explanations in the Lan ; —s LANGUAGE POINT 1 Weuse the to ask/talk about general experience inthe past. 2 Weuse the to ask/talk about actions at specific | timesin the past | 3 We form the present perfect with Jhastn') + past participle 4 We form questions in the present perfect with has + sabject+ 9 For more information, go to Grammar reference on page 117 5 ¥-6.3The interviewer asks Naomi more questions. Complete qu using the prompts. Then listen and check your answers ‘Example: When did you goto Tanzania? When / go / Tanzania? How long / stay there? What other projects / work on? Ever / manageateam? Why / decide / workin this field?Tema 6 »6.3 Listen again and note Naomi's answers tothe questions in 5.Then work with a partner and take turns playing the role ofthe interviewer and Naomi 9 For more exercises, goto Practice file 6 on page 117. 7 Workwith a partner: Take turns to ask and answer questions about your experiences, using the prompts Examples Have yo evr infec someone fr jab? B Ye The. A Who dif you nero? Whats he jo? Wht did you ask? 1 Interview someone fora job 2. Reine aj ifr 3 Give someone reference 4 Apply fora jb online B You are interviewing candidates fora similarjob to yours. Firs think ofthe skills and the experience that are necessary for your job. Then make alist of questions to ask the candidates, 9 Work with a partner-Take turns to inter iew questions in 8 Practically speaking | How to avoid ez 1. Lookat the question that a boss asks his/her employee. What's wrong with the employee's answer? Can you think ofa better response? ‘A Have you finished that proposal? B No, haven't I've been very busy 2. >-6.4 Listen to four short conversations. Which conversation is about ..2 ‘aa document that somebody has to write ba document that somebody has to read «¢ somebody's language skills _ «somebody's work experience —_ 3 > 6.4 Listen again and complete responses 1-4. What kind of information ‘comes after but in each sentence? 1 Thaven’t, but ___ ofthe product last month 2 No,but— todo. 3 No,but — before the end of the week: 4 No,but on holiday. 4 Write two or three questions that (a) boss (b)an interviewer could ask ou 5 Work witha parter-Take tums to ask and answer your questions from 4, Your partner mst say’nobut change it int postive ansiver. aBusiness communication | Evaluating options 1. Acompany's looking for a new project man for..? 1 recruiting somebody 2 promoting somebody internally (e assng the questions in 1 What ar the fon? Can you tink of possible soluon? sger. What are possible reasons externally (i. from outside the company) from inside the company) 2. >.6.5 Listento three managers disc arguments forand against each opt z "Arguments for Arguments against external inteoal 3 »-6.5 Listen again and match 1-9 to a-ito make complete sentences, voler that we save money 1 2 Ike the idea bythe cost of finding someone 53 Vmotsurethat internal promotion i 0 sky. 44 Vdgotor 4 tosecrut internally 5 Another disadvantage ise becausei’s quicker a caper. 6 One other sues somebody with morse) -riene 7 Akey advantages — §§ ourengineers have) experi 8 Trealy think — I that wedon’t have srt 9 The intemal options attractive __ i that wessend them 2 >. ve message. 4 Work with partner Evaluate the following suggestions from > any’s HR Department. 1 Recruit only people under 30 years od. 2 Allemployees to receive English and Chinese lessons. 3 Senior employees can work just four days a week in thei as y then ‘work one day a week fora year after they retire 9 For more exercises, goto Practice file 6 on page 116. 5 Workin small groups. Your company wants to provide training ori pe es «employees. For each ofthe waning courses, evaluate which ofthe ree es y of training would be best. Saying why an ide i good Onefanctner key avenge is eee TRAINING COURSES: 1 Oral Engish 2 Computer skits ie tia that Xie aac) because we emalpesr Type 2 External : . X's a (eal) good idea/option traning. Tring wil traning. Training willbe training. Training wllbo pecan) be provided by current provided by en extarnal done online using an Deraerel ee employees who have raring erganizaion extemal organization nytt sda experienceinesch —inaserasct dey This wi ake oe ae fied. There wilbe one sessions cutside the ouside of working Fr nt sur tna. session 2hoursper compary. Groups of hours and employees {ing 800 week duringnomal 10-15 peoplefrom can choose whan 0.00 ‘Stating a preference ‘working hours, and indifferent companies. Al it. Weekly online tutorial | prefer (to do) X because ‘small groups of 34 Participants will receive with a trainer to review {ni i peterabe eopHe.Nocfcial an oficial qualiican ualicaion progress. rine wen because uaifeaten abuse {rd go for / choose X Z the end ofthe ‘exam at the end of the because course, ne Yes beter more stable an’), 6 Work: partner. Have you ever had any of the types of training in 5? ‘What was it for? What were the strengths and/or weaknesses of the tainins?5 | Practice file * Working with words 1. Match 1-6 oa-fto make phrases. 1 pete 2 asolution 2 make _ aproblem 3 offer € loyalty 4 customer _ a complaint 5 response e-teedback 6 report F times 2 Acustomer service managers taining new employees, Complete her words witha phrase from. We lost alot of business to our competitors Jast year so this year wo are working hard to ‘encourage |__eustomer fyalty ere are Some important things you need io know. When customers ws with a product ‘they bought, i's important wo answer them ‘quickly. They know that mistakes heppen, 0 fyou can tothe problem immediately, customers are usually satisfied. Customers generally only 4 if doy think you don't understand their problem or don't want to help Ifyou can't answor immediatly call the customer ‘back as soon as possible, We're trying to improve ‘soi you can't utes, ask your ‘olution in less than “Team Leader for hlp. ter each customer series call, we sond out ‘online questionnaires. Only about 30% of people respond, but its tl a usofUl way for you to « fn the work your team is doing 3 Choose the correct words in italics to complete sentences 1-6. 1 Tmsorry, but can't offer you anise /a solution right now: 2 Thavea complaint / query about te price. Isit €25.99 or 29.97 13 We can offer you a 15% refund / dicount ifyou pay tox: 4 Bring the computer back, and we'll give youa replacement / compensation to take heme toda. 5 Can you explain thefaltack / issue with your order in more detail? 6 matraid we don’t give refunds, but we can give yyoua compensation / elit coucher to use in the Shop at ater date Business communication 41 Putthis conversation in the right order. (Oh dear. do apologize. Can you give me your order number? Yes its SRO35L. That was the reference on my coder and on the photos received Yes thats ight. ‘Wel sent you pictures of my factory but received photos of somebody's birthday pay Photo World, Good morning. How can Thelp Yes sure. Il wait to hear fom you Ont sorry tohear that. Can you sve me mae details? Let me check. So you're Mr Hada? (OK Tl deal with right away, M Haddad a IBF Can call you bck in five o en sinates? Hello rm ealling because there's» problem with some photos you sent me. 2 Complete the conversation betwee! shop assistant SA) and the customer (she words land expressions from thelist. ida with Pmofraid check cmt sorryfor we canoer you Tm ” SA. Good afternoon, sit What ye and for ought this item yesterday but oes work eee abou SA Oh dear.» out hat Tike refund, please sat wwe cant give yous fa bol See cei voucher © Wel can’t you replace it? ‘SA I'mnot sure if we have any mote in the shop. Let me’ ‘One moment SA No, Tmafraid you bought the last one, bt pecan have one here for you tomo. "the inconvenience A OK no problem. What time tomorrow? B Well ® itright now and then Ican give you a time, Do you have two minutes?Language at work [GRANINAR REFERENCE Comparative and superlative forms Form 1 Add-eror «to one syllable and some two-syllable adjectives ‘hoop cheper— thechapest fuel guiter the quictest Han adjetive ends n-y, change the-y to anand adder oF tasy esier the cosest 2. Double a consonant aftr a orl a he end of short adjetves fol hotter the ttest Fig bigger the big 3 Some adjectives are i ont better tho. at tworse the oo 4 Add mors and o> | more sylabies. spise — moreexpesi it lesedficult the los | tha after the compara \ings / people. Sales Manager more ppl _ Manager In the superatve form, youcs) 6 0 tr, ete insten of ie. Ito ur mast sucess yn Use 1 Use the comparative to compare vo ines Prides aro better than Mondays 2. Use the soperative to compare one thing o many other things. Saturday the est dy of ie we. : 3 Tosay something isthe same, use as + adjective + 25 My fice is as big as you's Tea someting ent sera a5 | This machine isn’t as complicated as the od oe, 1 Complete sentences -9 using the comparative oF superlative form ofthe adjectives in brackets 1 Lets goto the meting rom. I's ute (quid) than in my oie 2 Ourcompany was, (profitable lst year than this year 3. Wehave seven factories the (new) one sin Me 4 My hotel was (ear) 0 the company than the last hotel [stayed in 5 Our (popular) product is the VS520, 6 think our new brochure looks (professional) than the instone, (ead) Last yenr was the — in our company’s history __ (big) Germany isthe country in the EU 9 Ournew Sales Manager is ws the re information and ile (F,:Then Fasy to use Good customer 6 Fe Low prises Quick dtivery 92% Es 86% 5% 1 Phoenix ha better customer service than Tesl, E Phenix has morse customer service 2 Teslo has higher prices than the other companies. {3 Phoenix's website isthe mos difficult to use. 44 Phoenix has the lowest prices. 5 Teslo offers quicker delivery than Arsba, 16. Amiba’s products are cheaper than Teslo's 7 Phoenix is the most popular for customer service, 8 Artiba’s website isn't as easy to use as Teslo's, 156 | Practice file Working with words Business communication e correct answer from the words in i 1. Choose eight wordsfrom thelisto complete the 1 Choose the correct answer din ital 6 letter of application, interoiew — qualification reference _cnilate ret experi“ aply sis afer shortlist Dear Sir/Madam, |.am writing to? _appiy_for the postion of, Quality Manager ‘on your website, As you can see from my attached CY, | have six years of 2 working as a qualty technician in the automotive industry Last year, obtained a new #_when Tleompieted a degree trom the Bentham School of Engineering In the last six years | have learnt many new? relating to Japanese production methads and | use them in my ‘everyday work | believe that | am 2 very strong & for this post, and | hope you will gve me the opportunity to speak to you at an? My present employer will be very happy to provide you with a & "look forward to hearing from you. Yours sincerely, Patrick Todd 2 Complete sentences 1-8. Choose fom the list of words in 1, but change the form where necessary. 1 Pvereceived three new appli: for the ob. 2 He's not very forthe job because he doean'thave a university dese 3. The HR Managers responsible forthe cofew employees. 4 Tapplel forthe job, but they dl’ me for an interview. 5 The machines we use are very complex. We need workers with technical knowledge 0 ‘operate them, 6 Philips are recruiting atthe moment. saw an ‘on their website 7 She's very she's worked for 20 years in the industry. 8 Theperson who re asked some very difficult questions. sooner pee to wait another month pan aes ate Ta gofor another issue is ke the ide that fremore suitable mmol sure prefer is prerable One key adeantage ‘A Personally,!___L prefer a video interview = - js that we can arrange to meet candidates very quickly and i's not necessary to make all hose travel arrangements. Ar peony, ‘ they do the interview intheir own home Because I think are more relaxed than when they come tots. pan. Bt thatthe: are more relaxed because ian be dificult > font fofacamera especially in a situat o> !s this And 3 w thatthe swtioand video qualitys often bad. If we w ssi option, Interview. The audio quality is usu the candidates less stressed besaise them Think”, togivethe ‘candidates the choice ~ some people fel ood infront ofa camera and others prefer the phone But Lals think that video or phone conversations ——— for fist interviews. For final interviews, I think we need to see candidates facetortace.eran MOT Language at work (GRAMMAR REFERENCE Present perfect (1) Form Positive: aces + past participle form Thave (ve finshed my work He has (He's) written tre leters tay Negative ees + no + past participle They haven't done the work ths eek The post hasnt arrived vt Questions: Put teas before the subject Hive you met the new Production Manager? Where has she beer today? Use | 1 Totalkabout past actions where the time inchdes the present, Tee mae thre presenttionstoday/this weekithis month 2 Toask someone about general experiences in their life, we can use ever Have you ever sete Ts No,newr. 3 Wealso use the pron Ik sbout which started inthe pst For more informatio, sp Ive worked her fo oe ro 4 For pastactions where the sins present, use the past siaaple haven’ seen hin today, bt sas 0 y seus 5 For regular verbs, the past particp!- 9-9 uly | the same as the past simple: verb + 0! {6 Forieregular verbs, the past parsoi orp simple forms are sometimes the sme Como" fohn!? Verb Past simple Past purciple become became become & did done find found found P weet one | dase had fad Inco ke soon male me ‘made se sav sen spk spoke spoken take took taken Fora list of iregular verbs seepage 159. 1 A-manageristalking about his department. Compete the text ith the present perfect form of the verbs in brackets ‘This month Mnot be) sn’ bee, _ very good one for me: Taree more members of iy team el) me that they ae leaving the company. Two of them “not find) —anoter jb, ‘but they say thatthe pressure of work Sibecome) too much for them. I ‘rue that thre "hey big increase in th ‘wo other eustomer service assistants leave) = the department and ‘we Tinot/ reeraty anybody to replace them. ask) ay boss several mes ifwe can employ some new People forthe team, but each time he say) that we need to Feduce our salary eos, But I know we Uo ough people o deal wi The situation can’t continue on this but Fm ean the co rysol, Choose the correct ansiver from th tocomplete questions 1-8, nen m responses 2-h 1 Did you red / Haves rad that article about cerecruitment lost 2 Did you / Hae 3 Have you ever / Did you applied or 4 Have you had / Did you h before you joined this company 5 Has / How she made any more calls to 6 Hare / Dit all the candidates come for their interviews yesterday? 7. Have you been / wen? tothe USA?__ 18 When hve you sent / di you send that letter? seen the new Dali exhibition? _ online? 1 No,never: But I really lke to go. Yes, once. But I didn’t get the job! Just one orto this afternoon, 4 Yes, I did. Thad several jobs when Iwasa student €@ Two or three days ago. «g. There was just one who wasn't there ‘h No, haven't had time. wos148 A Well not exactly. His market is more North America and Canada, 'B OK, now I remember He went tothe tad far in San Francisco didn’the? 1A Yes, that'sright 44 Jin Good mornin. Ihave an appointment with Olivia Gonzales Receptionist OK.Can have your ame pleas” Fim Jim Berman, fom Tg iterations Receptionist OK. Youn wsor's pass. Can seo some ‘identification plese? Jim Sur. Hone you ae Receptions Thana Cn ou gn nist ese? Receptonst Sew’ your spot anh is your vist pas Jim Thank you Receptionist Ms Gonzales willbe right there Pease ake ass Sim OK, thank you Olivia Het, jim. Jim Hi, Ofvia. Nice to see you again Olivia You, to. Did you have god trip? Jim Yes [did thanks My plane served on tine. And my hotel's (livia That's good. And di you ave any trouble finding us? Jim No, but the twatfic was bad Sony avait ae. Olivia No problem. Thank yo for coming. Sion Thanos for iiting te. Olivia It’s pleasueSo t's goto my office. I's this wey. Jim After you (livia So, her's my office. Please ake a seat Jim Thani (Otivia Can get you something to drink? A coffe or ea maybe? Fie Yes, please A cotlee would be nie. Olivia OK. And do you need anything alse? ia. Yes. Can I plug in my compte somewhere? la Yes, ofcourse Then 2 socket just her. ‘And do you havea wh connection here? ia No, we don’ just use this cable Youll need the password. Here you ae Jie. Thanks. o Olivia OK, colle’ read. Help yourself to mil and sugae ion Great thanks [jst ned 6 check my ena hen Tbe ready, Otivia Noung. Let me hnow if you new anything se, ion {will Thanks. Unit 5 51 1 Toought an expensive talking ty from an online rae fr my son's birthday. My son was very happy but unfortunately Bure Lightyear stopped talking after just two days: The ony chsnel ‘of communication was an emai addres to contact he company, oI wrote to them to report the problem. [was expecting along ‘wait eerily did hink the respons time would beso {quick The same afternoon gota phone cal fom the supe ‘tthe ty, who was very polite and understanding. They sent me ‘replacement the same day which arcved the day after And in the package there wos 910 credit voucher for my rex purchase on these, fee jer wanted ina store near my hone aa cet, Tat that it as cheaper in etm hese company and then gotodhesteto ei a tate ted he ett oe Pek tap comet othe ltere 501 ook it ky eee inte They were ery hel They ee tint do anytng becuse bought itonle ey ae cree our mest And cameo You soto pa se erate plc or {nt eld bit ey x my jute the phone number ofthe Tce Spon tie 5.2 Why do peopl preety ce? Ameen survey ahd th quest 150 shoppers in 5 deren pars he ‘tet The st reason probly 0 surpse to you One ‘ener eee pest pects 35% 0 peopl chs cng teats pce wer lower The send reason wes, ‘Rapping hour Psa sore ae ofcourse nite y the Spentg tne butelne stores ave he nos ele ours 2 hous day seven day weak fs ciclo Be mee Aenean tat, Peoples ied the tt you can compe prodacisand pcs online And is tues ots ay car prods in physical tres epi tee ot ‘ech ther Ano eson was the numero valable Some people buy online because nie shopping fers a wider choice than store shopping. ‘realy where 4 you prefer ogo information about prsus ne people thinkonlinertalers fer beter information so» produc ‘Butoey 1% though! this wa a rsson fo ne Pathaps many of stil prefer to speak to nal shop. 53 ‘A gst more profesional advice in shop ti chink {in general he staffina store have a betes bs eof the products. That's very uefa ' Tow the pices arent as owas olin, bu quickest way to get the product want. dot ike to package to come, © Themest important thing for meisto see an! touch the routs tts easier to make the right choice But sill aya loc of things dont nee! 1 Wall its ss dtc to return o exchange items han whan Youbay one. With alse, anit walk here oF {nthe car Ie als the least expensive way because you dont nea spensive way b Wel you seein the news, The posta sevice nate row livery nes are longer and a lot of packages aes sol prefer to buy ina shop, pee 54 ‘A Timsorry to say this but the report you di forme stv Pont you df “ 2 Fins dart undntand A ent vey yore tee ais ma evtonaniedin test an Sort gh hah uid actually, told you to present the results by country, ot sw cyte Sorry, but could you doit again? ie OF Sony aout at Fd ech55 1 service. How can Thelp you? ca erred ek oy you, a en there's problem with ee mans ane ran ede : “patit’in Spanish not English, think [ maybe clicked on the ea been he To hart tetend | youthe correct version today. Can you return the other Seer — I a ne press | eT yur aca tal 7 Taxis. Good morning, Ae Asha ook ta tothe pot for ‘ele ek nse 1Smo and tal hc ard owes cena woh me Afift loge hs Novatech The esis ‘oes no? siotateneh : Be ies tan peach yo ight ea. Canal prenhiramber 1 Temp moe Pato ear rom ou ‘Good ateroon, st What can Ido for you! 1 Good atemoon, bought this music system six nonths ago [Wsakeady been repaired once, and now isnot workin agin mnt very happy about i ‘A Soy about that, sir This model is usally very celisble. Nhat ‘ead is the probe? 18 its thesame issue as before. It doesnt rod MIPS files. {on vant itto be repaired again. ike a elu, A fmafaid we cant give you a refund now, but wecan er youareplacement.Do you stil have thereceip? ‘ A You kro those customer files you prepared for mie? Bis, A Tmatraid they/re not the right nes. factually wanted! the fies for 2015, #2016 58 Onyes remember now It's my ful. sory | Yes sony about that. now i ook you along time to put ‘hem gether. 8 Dont worry TU deal with it now: Unit 6 61 1 "ashy. only sa the advertisement for my jo tthe lst mate vaso the companys webs, an the dealnews {tight the same day only about fur hours to peepare 2yeppiation.Isenitat about wo minutes before midight. | {ab nated the jo, but wasn tesly qualified ot boese Ist havea Masters degree So did! tink {woul be ut as, Why? Wel [was the lst person to send [RIG sol was the fst candidate on thi is the next mong, fst one they looked at always sel fo be atthe thei, at 2 Itallstarte with interview that he person whe nteried intersted in my answers Thee techni, preter ith had the qualifications, but wasntatall espe oa iy first real job. Anyway, I decided to go fora drink afer my interview ar thee inet one my ether fm al schoo He hada new ob working foracompary see ‘ind tubs He was responsi for the menagerie Aehnisans think you cn imagine We eat Taree 62 Interviewer So werd you sa working nth ld? Naomi Wel let rivers ina and et immediately after that. ee Interviewer And hive you ever wore oa aition? Naomi No,Tverever adh chance But Teesealet te te smaller one l wah operons in At jr Tae. cd hve youben Aa? have ve pen some tne in Tezala Interviewer Ohl? What did you doth” Naomi Twas there thy wih he contruction of anew seo 63 Interviewer So when did you goto Tanzanis? [Naomi Last year in March They asked met go thee forthe Interviewer Ad how long di you stay there? [Naomi For four months ame back is ful, when the school Interviewer Soit went well Naam inched two months ay And weed Interviewer That's great So what other projets have you [Naomi Ye onea tt of construction projects but ve aso herp os up taining programmes, giving loa people the sad tr manage dst ves: arming, for example in another company: could see me didn’ke me: He wasn't empony wanted a highly led wee years working in he innty 1 serviewer Arid have you ever managed a team? [Naomi hint yt bat ve had very goed bosses and ve leat Hor abet managing people. now i ready 0 do this job. Interviewer Ves, mstre you are. Tell me~ why dd you decide to workin this fla? [Naomi hy mother livin Africa when she was. child Shes often talked to me about erie there [wanted to discover it for myselt 64 1 ‘A Have you had time to look atthe product deseription I ent your? B haven't, but [saw a presentation of the product last month. [A Have you worked in any Lain American countries? B No, but ifs something fl relly like todo. the report on your tip to Toronto? em before the end of the week. [No,but Vl send i to you cased English in your job? 3 Navbctrve-sen spoken it on holiday. have fal inthe B No but ve often USA.65 {A Sohere are the two options. We can ether roma ne of four exsting engineers a advertise for an project manage? ‘outside. Thnow we hav some goo candidates ine he company but Fike to her your views B I prefer to recruitintemally We have lof young engineers ‘who want ¥oprogresin the compuny Hike the ie that Send them a postive message. They will te tha theres 2 future for them bee (© Well Luncestnd that we have to give opportaiies to younger employees. Bitte these ely any goed candidates? Fmaotsure Wat our engineers have enough experience Most ‘of them ined the company ast wo tee years ag. for somebody wih more experience from outside Wal eink that ull be a mistake, We do want good ‘engineus to lave to work orour competitors. And another slsadvantageis that we dont have ine to ensue te ‘ompany: We sel projet manager next month Thats no Tong to Bd the rght person, {A Yes and one othe ses the cot of indng somone. And ‘the we will have to pay them ot more promote someone, key advantage that wesave mone) and of ‘course we shove our unc engineers that they are inpotant forthe company © Ok, but we need ths project manager forourbiggest Japanese customer: Ivealy think eternal promtion 800 sisy. The Japanese prefer to ork with more experienced met managers No, we need somebody wth more experience of managingbigcastomers ‘A Wl t's truethat experiences an sue her. Bu then the intemal option is attractive because i's quicker and cheaper: Let me think about this and wel talk about it again tomer Unit 7 7 1 ‘A Can sce your passport pease, madam? B Yes Hereyou are ‘A mafta your fights canceled 1 Cancelled? ‘A Yes thor's technical problem, But theres anther plane for Amsterdam an host ate B But havea connecting fightin Amsterdam. Ihave nother Plane to Stockholm. only had one hour between the vo igh. ‘A Don't worry, madam. The are planes every hour to Stockholm, eo. We ean put youn the next one, Bat beat for my meeting. A Tmvery sorry madam. But weean offer youa fre upgrade torts, B OK, thanks, 2 [A Four people, si? B Yes, thas ight ‘A Youonly have thee boarding passes here. Where's the fourth Ohno! I used the online check-in servic at home. nt see there wer only three. {© Whats the problem now, Dave? ‘A And that suite, sr That's hold baggage Ws too big to tke ‘onthe plane. You nee to check tin © Dave, what'shappening? 5 rnvetogo bic Can my ean en gotsough tecunty san? rt tgp backand xin the A eet pnty ec rl ier ‘Ok thanks. Can you put your bags here please? Yes sate [Tati have to charge you for excess Baga. Imsory? ‘Tc bg is 28 os. The weight allowance s 23 los pr bag Ch Teed know that, Soha’ the extra charge? FS S7370K,butean havea window sea, please? Tm sey but the only seats Thave are here, here and hee Alli sets Ys sory about that Thats OK Ws nt my day! 72 Fabrizio Hello, Emily i's Fabrlao ' Fbrizi, Gres to ear fom you. How are you? Fabrizio I'm fine, How about you? Are you stil yrking for ET? ily Wal forthe moment sil here, But I zing leave the company soon. Atthe end of uly, proba Fabrizio Oh really! What ae you going do? Emily I'm doing a one-year Masters course in stating in September Fabrisio Ah, that's reat news, Emily Listen ‘Menzel fora conference next week: Emily Oh col! How long are you tying? Fabrilo Tm arsivingon Sunday and leaving say ‘evening Are you thore?Can we meet up? wrerererapere log: tm Emily Yeah, sure Int now my schede letyou ow. Can we talk about later the we: Fabrizio Yes sure. all you agin on Friday. 0) OK? Emily Great Speak to you scon, Fabrizio. 73 1 AA Hello. Can you tell me the way to thestation, pose? 1 Yes, OK Tum rghtat the tafficlighis. You cor 3 ‘oundabout. Take the second no, the thin exit You lee station in ont of you A Great thanks. 2 ‘Excuse me. im looking or the registrations fe othe “conference, a 3 Sure Tur et a the en of he corridor then go don the sts Repsraone athe ora . tn Restate ithe ist ora dor our A Face me. How do eto the motorway? 3 Ee-ktme think Tk th it et Ths postion er hat ou sen ‘Thanks very much Oh doyou know were he eat etl 3 Yes hesoneon here supermtt Juste ta A Grot Tans 74 Enya abr Emily 1 Faby nthe road you're aking You go pat he ieSabig supermarket. The petrol station Ws Fabrizio, "0. Are you calling about your trip to Mont?ver ‘come tein ting wild buy catch «choose come at deal do dream sink dive find Past simple was / were became began broke brought baat burnt / burned bought caught chose cost cut dealt did dreamt drank drove ate fel foughe found few forgot froze ot gave went grew had heard id held kept knew led leat / learned lett lent Past participle een become begun broken brought ‘built burt / burned bought caught chosen, cost cut dealt done devamt deunk driven eaten fallen fed felt fought found flown, forgotten, frozen got given gone / been grown had heard hidden, held kept known led learnt / learned left lent Verb let light lose make ‘mean meet Pay put ride ring say sell send set shine show shut sing sit sleep ‘speak spell spend stand steal take teach tell think throw understand wake Past simple let lit lost made meant met paid put read rode rang said sold set shone showed shu slept spoke spelt / spelled spent stood stole took taught told thought threw understood woke wrote Past parti let lit lost ‘made ‘meant met paid ut read ridden rung, spelt / spelled spent stood stolen taken taught told thought thrown understood woken writen