English Business Book

... .....•••,1.,1 I I Irene Barrall I Nikolas Barrall I PEARSON The - -Longman Economist

Pearson Education Limited Photo Acknowledgements Edinburgh Gate The publisher would like to thank the following for Harlow their kind permission to reproduce their photographs: Essex CM20 2JE England (Key: b-bottom; c-centre; I-left; r-right; t-top) and Associated Companies throughout the world. Alamy Images: A. T. Willett 42bl, blickwinkel 35, Eye www.pearsonlongman.com Ubiquitous 55, Fancy 27, Image Source 3b, 29, 50, 52, Purestock 34, Radius Images 30, Trinity Mirror / © Pearson Education Limited 2011 Mirrorpix 14; Corbis: G. Baden 3bl, 24, Laura Doss 3t, 6, MM Productions 38; FLPA Images of Nature: The right of Irene Barrall and Nikolas Barall to be ImageBroker 23; Getty Images: Absodels 5, 42t, Bruce identified as authors of this Work has been asserted Laurance 58, Chabruken lc, 53, 59, David Papazian 22, by them in accordance with the Copyright, Designs Ryan McVay 56, Stockbyte Silver 20; The Economist: and Patents Act 1988. 26, 44; Thinkstock: BananaStock 13, Comstock 11, 11, 37, 48, George Doyle 28, iStockphoto 9, 17, 43, All rights reserved; no part of this publication may Medioimages / Photodisc 10, Michael Blann 40, Polka be reproduced, stored in a retrieval system, or Dot Images lr, IS transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise Front cover images: Getty Images: Chabruken c; without the prior written permission of the Publishers Thinkstock: Comstock I; Polka Dot Images r First published 2011 All other images © Pearson Education ISBN: 978-1-408-26795-0 Picture Research by: Kay Altwegg Set in Economist Roman 10.5 / 12.5 Every effort has been made to trace the copyright holders and we apologise in advance for any Printed and bound in Slovakia by Neografia unintentional omissions. We would be pleased to insert the appropriate acknowledgement in any Acknowledgements subsequent edition of this publication. The publishers would like to thank the following people for their helpful comments on the manuscript Illustrated by Kathy Baxendale and John Bradley for this book: Lut Baten (prof dr.), ILT KULeuven, Belgium; Louise Bulloch, Intercom Language Services, Hamburg; Stephen Bush; Fiona Mackie, China; Elzbieta Jendrych, Ph.D, Kozminski University, Warsaw, Poland; Sarah Quiger, France. The publishers would like to thank the following people for their help in piloting and developing this course: Richard Booker and Karen Ngeow, University of Hong Kong; Adolfo Escuder, EU Estudios Empresariales, University of Zaragoza; Wendy Farrar, Universita Cattolica del Sacro Cuore, Piacenza; Andrew Hopgood, Linguarama, Hamburg; Ann- Marie Hadzima, Dept of Foreign Languages, National Taiwan University, Taiwan; Samuel C. M. Hsieh, English Department, Chinese Culture University, Taipei; Laura Lewis, ABS International, Buenos Aires; Maite Padr6s, Universitat de Barcelona; Giuliete Aymard Ramos Siqueira, Sao Paulo; Richmond Stroupe, World Language Center, Soka University, Tokyo; Michael Thompson, Centro Linguistico Universita Commerciale L Bocconi, Milan; Krisztina Tull, Eur6pai Nyelvek Studi6ja, Budapest.

Unit 1 Introduction 48 Unit 10 Take a stand Motivate staff 6 Unit 1 Motivate staff 52 Unit 11 This unit will help you review language Do the right thing for talking about contrast and similarity. 10 Unit 2 You will also review phrases for giving Show the way 56 Unit 12 feedback. Page 6. Develop skills 14 Unit 3 Unit 5 Manage change 60 Writing 4 Coveri ng letters Resolve conflict 18 Writing 1 Memos 62 Good business practice This unit will help you review the keywords 68 Culture at work and phrases for presenting arguments and 20 Unit 4 74 CuLture profile organising ideas. Page 24. Spin 75 Grammar reference 86 Pairwork 24 Unit 5 101 Audioscripts Balance funds 28 Unit 6 Make contact 32 Writing 2 Formal emails 34 Unit 7 Manage resources 38 Unit 8 Resolve conflict 42 Unit 9 Communicate ideas 46 Writing 3 Mission statements On the inside back cover of this book you will find an Unit 11 interactive CD-ROM with extra activities, audio files and video clips. There is also a reference section with grammar, culture notes Do the right thing and good business practice. This unit will help you review language used in reporting. You will also focus on the importance of word stress to convey meaning. Page 52.

The InteLLigent Business Advanced SkiLL~ Book provides a practical approach to developing each of the core business skills: presentations, attending and leading meetings, negotiating, socialising and telephoning. The book is for advanced learners who are either already in work or studying and preparing for a career in business. How can the book be used? The Skills Book provides all the components for a complete course. However, it can also be used in conjunction with the InteLLigent Business Advanced Coursebook. Each Skills Book unit gives further practice of language introduced in the equivalent coursebook units. There is also an InteLLigent Business Advanced Video that shows the language and business skills common to both books in practice. The Skills Book can be taught as a one-week intensive course of 30 contact hours; or it can be used for classes that attend one or twice a week over a longer period. It is designed for groups of four to eight students, but can be adapted for use with larger groups, or with one-tO-{)ne students. (See InteLLigent Business Advanced Teacher's Book for guidelines.) What is in the units? Each unit contains two or three practical speaking tasks, which are designed to develop the skills you need to meet the objectives of the unit. After each task, you will have a short analysis session, which will help you to evaluate your performance. There are also listening activities in each unit, which provide a model of key language and will also help you to develop your listening skills. The section What do you think? gives you the chance to discuss your own experience of business. If you don't have any experience of work, you can refer to the Good business practice section at the back of the book. The CuLture at work section at the back of the book will help you to find out how other cultures approach common business situations. You can draw up your own culture profile by completing the chart on page 74. There are four writing units in the book which will give you practice in the kinds of writing that are useful in business: memos, formal emails, mission statements and covering letters. You can go to the Grammar reference for information about the main grammar points, and for exercises to help you to practise key points. The integrated CD-ROM will give you extra practice activities to do on your own. You can practise listening to the dialogues from each unit and watch short extracts from the Intelligent Business Advanced Video. We hope you enjoy using this book and find it helpful in improving your English. Good luck! Irene Barrall and Nikolas Barrall

90-120 . 6Motivate staff Spin Manage resources Take a stand minute block Analyse an HR problem . 20 . 34 . 48 Give feedback Explain options Make predictions Make a forecast Give a briefi ng Allocate resources Negotiate the best deal 90-120 Show the way Balance funds Resolve conflict Do the right thing minute block . 10 . 24 . 38 . 52 Show leadership Present arguments Resolve conflict Query information Unite your team Raise objections Influence others Report concerns 90-120 Manage change Make contact Communicate ideas Develop skills minute block . 14 . 28 . 42 . 56 Find a compromise Create an opening Get your idea across Identify skills Analyse options Make a pitch Evaluate choices Request train ing Evaluate an idea Prepare for an interview Memos Formal emails Mission statements Covering letters . 18 . 32 . 46 . 60 Write a directive memo Write a response memo Write a formal email Write a company mission Respond to an statement advertisement Write a personal statement Enquire about an opening Good business Unit 9 practice Communicate Culture at work ideas Culture profile This unit will help you Grammar reference / review key functional Pairwork I Audioscripts language used to . 101 communicate ideas and vocabulary related to marketing. You will also practise using different types of adverb. Page 42.

Analyse an HR problem Give feedback What do you think? Benefits and rewards Pdir<; A recent sUlvey identified key benefits, other than salary, which British employees consider essential for happiness at work. Look at the benefits below and tick five that you think are the most important. Discuss your choices with a partner. 2 Now turn to page 87 to read the results of the survey. Are you surprised by any of the findings? Do you think the results would be different if the survey was carried out in your country? 3 What other benefits can companies use to recruit and retain employees? generous holiday entitlement D employee share scheme D creche / help towards childcare D flexible working D sports/social club membership D bonus D luncheon vouchers D company pension D free car parking D train season ticket loan D personal medical insurance D discounts on company products D Are the factors that motivate you to join a company always the same as those that make you want to stay? What can help to make work an enjoyable experience on a daily basis (e.g. relaxed atmosphere, inspirational leadership)? 6 . Unit 1

r Listenin Which well-known English expression do you think the picture illustrates? a carrot to tempt the donkey 2 the rider uses his stick wisely 3 the carrot and the stick approach 4 a confused rider goes nowhere Is there a similar expression in your country? CD 2 G: Listen to Janet Webster, an HR manager with Horsens bank, talk about staff motivation. Make notes to complete the table. 2 which professions do and don't respond to this approach? CD 3 (\";' Listen to part of a presentation by HR consultant Clive Harte about staff motivation. Make notes about extrinsic and intrinsic motivators. Include the following information: I advantages and disadvantages of each approach. 2 which type of motivator do many managers rely on? Why? Compare your notes with a partner. Did they include the same key information? Are these statements true or false? Extrinsic motivators come from outside the self. Conversely, intrinsic motivation is linked to a person's inner beliefs and values. 2 All extrinsic motivators are linked to financial gain for employees. 3 Intrinsic motivators are generally quick to administer. 4 Extrinsic motivators push people in a particular direction. In contrast, intrinsic motivators draw out their potential. 5 Review meetings and appraisals can be used to discover what motivates staff. What do you think?; Motivation Discuss these questions with your partner. Is the carrot and the stick approach an example of extrinsic or intrinsic motivation? 2 Have you ever experienced managers who used either the carrot or the stick approach? Were they effective? 3 Do extrinsic or intrinsic motivators work best for you? Why? Unit 1 . 7

What do you say? 1 Contrast and similarity Match functions 1-4 with sentences a-d from the listening exercises. 1 making a contrast a On the other hand, if they underperform or 2 expressing a don't hit targets, staff encounter the stick. counter-argument b Likewise, there can also be problems with 3 showing a similarity overusing rewards. 4 adding an afterthought c Still, extrinsic motivators can be quick and effective. d On the contrary, he or she will work best in a structured role where processes and routines are in place. Now match these words and expressions with functions 1-4 above. by the same token mind you in contrast conversely equally in the same way nevertheless ~ G'am'Tlar eference: Contras: a~d s~milarity, page 75 Task 1 Objective: Analyse an HR problem I Illdividudl Step 1 You are the new General Manager in a company that reconditions computers for use by international charitable organisations. You were informed when accepting the position that there is a problem with morale and performance in the warehouse. Your predecessor has left you a short report with information about the situation. Tum to page 86. Read the report and answer the questions. Group,> of t'1'ef Step 2 Three managers were asked what they would do in this situation. Read their responses and identify whether the manager is recommending the use of intrinsic motivators, extrinsic motivators or the carrot and the stick. Student A: Read Howard Ashcroft's response on page 88. Student B: Read Kelly Lane's response on page 98. Student C: Read Vincent Myer's response on page 90. In your group, take turns to summarise your manager's view and compare it with your own recommendations. Listen to the summary and recommendations of other people in your group and make notes. Discuss which approach would work best in this situation. Analysis Did you identify the key information in the report? Were you able to make recommendations to improve the situation? Were you able to summarise another person's ideas and contrast them with your own? 8 . Unit 1

What do you say? 2 Feedback Look at the following strategies for use when giving feedback. 1 Open with a motivational statement I was impressed lArith your positive attitude on the team. 2 Use open questions to encourage discussion What were the main Learning points for you on the course? 3 Be constructive when giving criticism I appreciate the Long hours you worked, but do you feel the project was a success? 4 Explore reasons for problems and find ways to resolve them in the future Why do you think you didn't meet the deadline? WouLd it help to have more training on the new software? Match statements a-d with strategies 1-4 above. a Can you think of ways you could avoid similar confrontational situations working with your next team? b It's great to see how your confidence in the new system has grown. c What factors made you decide to change the ordering process? d The first part of your presentation was excellent; I'm not sure that the second part had the same clarity and focus. ~ Good 'Juc;i'lec;s 'Jractice, page 62 ~ ( u t Are .It work, .:>age 68 Task 2 Objective: Give feedback Work with a partner and role-play two feedback meetings, one formal and one informal. After each meeting, discuss how you think it went. Meeting 1 Meeting 2 A manager and an employee on a sales team The team leader and a member of a project team are preparing for a difficult appraisal. Use the have been having problems with their working information to prepare and role-playa formal relationship. Read the information and role-play appraisal meeting. an informal feedback meeting. Student A: You are the manager. Turn to page 87. Student A: You are the team member. Turn to page 90. Student B: You are the employee. Turn to page 88. Student B: You are the team leader. Turn to page 93. Analysis Was it more difficult to give or to receive negative feedback? Is there anything you would change if you were repeating the meetings? Was your choice of language appropriate for the situation? Self-assessment Think about your performance on the tasks. Were you able to: - analyse an HR problem? yes [1 need more practice - give feedback? yes need more practice Unit 1 . 9

Show leadership Unite your team What do you th n Leadership qualities ~ 8 listening Some people want to be leaders and some find themselves having to lead. Number the qualities in the order that you value most in a leader (1 is most important, 8 is least important). Compare your list with a partner and explain your choices. courage 0 flexibility 0 compassIon 0 social skills 0 charisma 0 single-mindedness 0 intelligence 0 determination 0 Can you think of any other personality traits that a good leader should have? Which of these do you think you have? The leader of a new project is addressing his team for the first time. Listen and answer the questions. How did Clive Davies select his team? 2 What is the new team going to produce? 3 Where will the products be located? 4 Why is this contract so important? 5 Do you think Clive Davies shows his team good leadership qualities? Why / Why not? 6 Make a note of the problem with each of the departments. 10 . Unit 2

Iwhat do you say? 1 Describing quaLities We often need to describe what someone or something is like. We can do this directly if we know the person we are speaking to well but sometimes we need to be more polite and use indirect language. Match the direct sentence with an indirect way of saying a similar thing. 1 think he's nuts. a His social skills leave a little to be desired. 2 He thinks he's the bee's b 1 think he could be a little bolder. knees. c He doesn't seem to be handling things well. 3 He's such a loud-mouth! d He certainly seems to have a lot to say. 4 He can be so rude. e He seems to have quite a high opinion of 5 He hasn't got a clue. himself. 6 He's completely spineless. f He can be a little unconventional. Choose one of the sentences from exercise 1 to go into each of the conversations below. Make any necessary grammatical changes. Decide whether you want the comments to be direct or indirect. 'Ah! My niece is doing her work experience placement in your department. How's she fitting in?' 'Actually, she's upset a few of our staff. I'm afraid _ _ __ 2 'Jack, look! Two of our main competitors have cut their prices by 20%.' 'You're kidding! _ _ __ 3 This project is falling apart. That manager you put in charge is an idiot, he - - - - 'Look, calm down and tell me exactly what's been going on.' 4 The board is . They're just a bunch of cowards.' 'I couldn't agree more. They let the shareholders walk all over them.' 5 'Some people are saying that the sales team have got big-headed'. 'Well, they but they certainly get good results.' 6 'J met the head of R&D for the first time at a function yesterday. She just doesn't stop talking, does she?' 'J used to work with her. She _ _ _ _ but she's interesting, too.' eCO 5 Listemng . The Head of Production at Transcom is leaving. In a conversation with the person taking over her job, she explains some of the problems with the department. Listen and select the correct options. Four people in the department have requested training / have recentL1j been reassigned / make avoidable errors. 2 The team has more people than it require.') / fewer people than it requires / the right number of staff for the task. 3 Seven people in the department show little motivation / generall1j produce good work / show little intelligence. 4 She regards herself as someone who has an enviable job / has exceptional potential/is an example of a good leader. Do you think she showed good people skills as Head of Production? Why / Why not? Unit 2 _ 11

Objective: Show leadership Individuals Step 1 You have taken over as the Head of production at Transcom. Consider the problems that your predecessor described. Decide what approach would be most suitable to get the team back on track. Should you be direct and assertive or more encouraging and supportive? Prepare a short speech introducing yourself to the department and outlining your approach. Small groups Step 2 Practise giving your speech to the other members of your group who will play the part of your staff. Did you get the tone right? Did your new 'colleagues' feel that the speech was effective? What do you say? 2 Encouraging people People need to be motivated and often need to be told that they are doing well or that they are making improvements. Sometimes we can use idiomatic expressions to encourage others. Complete the sentences using words from the box. along cracked getting on grips hang head laugh spot teaching trick well wipe Don't worry, we all make mistakes, the _ _ _ _ is to learn from them. 2 I can see you're really getting to _ _ _ _ with the new system. 3 Your public speaking skills are coming very well, aren't they? 4 That's brilliant. You've really got the of it now. 5 Yes, that's almost right; you just need to amend the graphs and you'll have it. 6 You seem to be _ _ _ _ really _ _ _ _ with everyone in the team now. 7 You'll be me how to do it next! 8 Your report was on. It really hit the nail on the _ _ ___ 9 Come on, you'll really enjoy it. It'll be a _ _ __ 10 Once you get going you'll the floor with the rest of us. In pairs, role-play the following situations. Encourage ... a member of your staff who has recently had a series of arguments with another colleague. a colleague who has recently failed a business English exam. a member of your staff who has can't master the photocopier. a colleague who has recently made an effort to dress more smartly. ;:8J Good business practice, page 63 12. Unit 2

Task 2 Objective: Unite your team 1-;-: Step 1 Preparation You are leading a new team and the members do not know each other well. You have decided that your team would benefit from an informal team-building exercise. Read the list of team-building activity ideas and add two more. Write the advantages and disadvantages of each activity. All the activities would involve a half-day out of the office. Activities Paintballing: team up to shoot the opposing team with paint and capture their flag. Making a TV commercial: the team write, direct and act in a commercial. Chocolate making: the team learn how to make high-quality chocolates. Puzzle day: mental and physical challenges and activities that need intelligence and agility to complete. Abseiling and rock climbing: learn how to do these exciting activities. Murder mystery: work out the clues to solve the murder mystery. Actors play the parts of the suspects. Paintballing fun, exciting, cooperation needed outdoors - so dependent on the weather, aggressive - could be divisive qr Step 2 Discuss the activities and agree on one to do as your team-building exercise. List the reasons for your choice. Step 3 Take turns to present your ideas to the whole group. Encourage those who object because they don't think they could do the activity. AndL '5 Did you keep in mind the needs of the people who would be going on the day? Were you able to convince the doubters? Did you contribute your ideas to the discussion process? Lf-a 5 m nt Think about your perforfTlance on the tasks. Were you able to: - show leadership? yes need more practice - unite your team? yes need more practice Unit 2 . 13

Find a compromise AnaLyse options r What do 0 sa? Reactions to change I hat do When people encounter transformations in their work or home life it is not unusual for them to experience strong reactions. Below are five stages which many people pass through before accepting a major change. Match the stages ]-5 with the phrases a-e. Acceptance a They didn't even consult us! 2 Anger b I can't believe they're doing this. 3 Shock c What's the best way to progress with this? 4 Move forward d I'm sure it won't really affect my department. 5 Denial e I suppose we'd better just get on with it. Coping with change Put stages 1-5 above in the order that you think most people experience them. Compare your ideas with the information on page 86. Think about a change that has happened in your work life. Did you experience any of the stages mentioned? What strategies did you use to cope with the change? 14 . Unit 3

eI CD 6 Listening 1 Theo Wilson, a newly-recruited change management consultant, is having trouble with his first project. Listen and answer the questions. I What is the problem? 2 What steps did the consul tan t take to resolve it? 3 Were the steps successful? How did the manager respond? 4 What options does he outline? 5 What attitude does the company have to managing change? Discuss with a partner what you think the consultant should do. ECD 7 Now listen to Theo's colleague, Victoria Harmen, give her opinion on what strategies Theo could use. Number the recommendations in the order that she mentions them. Which one is not mentioned? identify needs D communicate ideas D examine processes D organise feedback D reward success D bJ 1n c; p d fl d fl 04 dr r f rE'n : ( tinu c; oelT, g Task 1 Objective: Find a compromise Your company is having financial problems. To avoid redundancies the company needs to reduce the costs of manpower for three months whilst maximising productivity. Look at the list of potential solutions. How might each of these steps affect the workforce? cancelling all overtime introducing a four-day week cutting lunch breaks from one hour to half an hour stopping flexible working hours setting quotas for staff productivity and penalising anyone who underperforms o gro p Step 1 Preparation A meeting has been arranged to negotiate which changes to implement. Managers and staff are preparing their strategy for the meeting. Students from Group A: You are managers. Turn to page 87. Students from Group B: You are staff. Turn to page 89. u Step 2 Negotiation In a group of A and B students, role-playa meeting to discuss the proposed changes. Try to negotiate an acceptable compromise. Students from Group A: Outline the changes and explain why they are necessary. Students from Group B: Discuss which changes you are able to accept and present alternatives where necessary. r Ana y·s Were you ab.e to negotiate a compromise that was acceptable to managers and staff? Unit 3 . 15

~8 8 Listening ~ Roy Dean and Carla Jenson are managers at Vantex, a wholesale supplier of electronic equipment. The company is about to make changes to its supply chain. Listen to part I of their conversation and answer the questions. What does Carla say her company needs to do to remain competitive? 2 What will the supplier need to do if the changes are implemented? What does Roy think the reaction to the proposal will be? 3 In Carla's opinion, what are the benefits of doing a force field analysis? Listen again and put the stages of the force field analysis in the order that they are mentioned. Evaluate whether pros or cons have the higher score 0 Give each point a score out of five, one is weak and five is strong 0 Use the information to anticipate and respond to arguments 0 Brainstorm ideas 0 Separate into a list of forces for and against change 0 Add up the scores for forces for and against change 0 CD 9 E' Listen to part 2 and put the information below into the correct place in the force field analysis. Listen again and complete the scores. a Updated facilities - increased efficiency benefits all customers b Possible increase in revenues c Warehouse extension - expensive d New delivelY schedule - guarantee long-term commitment e Dictating how business is run f Delivery changes - negative customer reaction Force field analysis 1 4 2 5 3 6 Total Tota l What do you sa ? ~ Talking about advantages and disadvantages Decide if each of the words in the box is used to talk about advantages or disadvantages. advantageous beneficial benefit con drawback flawed pitfall plus point pointless pro senseless worthwhile 16 . Unit 3

Task 2 Objective: Analyse options four Natural Bounty started life as a small company producing hand-made juices, smoothies and ice-creams for restaurants and independent retailers. Until recently, the company has been making modest profits but has shown little growth. Both the co-owners and staff receive low salaries as all profits are re-invested in the company. All that has changed since the products were featured in a glossy magazine article. Now a high-profile supermarket, part of an international group with global retail outlets, wants to stock the entire range. The co-owners of the company need to analyse the pros and cons before making a decision. Step ] Preparation The four co-owners of the company are discussing the pros and cons of working with the supermarket. Look at the points below. Choose three points and brainstorm the advantages and disadvantages. - Your company would need to install a new mechanised production system to produce the volume required by the supermarkets. The supermarket wants to work closely with the company in extending the current range of products. - A brand consultant would work with the company to raise the profile of both the product range and the company. The company would be likely to grow in both size and financial security. The supermarket wants an exclusivity deal which would limit other outlets where the products could be sold. Step 2 Analysis Use some of the ideas from the brainstorming session in step 1 to carry out a force field analysis. Include any other ideas you may have. Divide the ideas into forces for change and forces against change and discuss what score each point should have (between ] and 5). Use the force field analysis to decide whether or not to do business with the supermarket. If you decide to work with the supermarket, would you try to negotiate any changes to the terms in step I? ~ Good Dur , e\"; prdctice, p1ge 4 .. ~alY~iS Were you able to identify the advantages and disadvantages? How did the force field analysis help or hinder your decision making? I Self-assessment Think about your performance on the tasks. Were you able to: - find a compromise? yes need more practice - analyse options? yes need more practice Unit 3 . ]7

Write a directive memo Write a response memo What do you think Sometimes it is necessary to decide on the most appropriate form to communicate written information. In which four situations below would you use a memo (memorandum). What might you use in the other situations? 1 To remind staff about an amendment to health and safety procedures 2 To introduce yourself to a potential new client 3 To explain that company policy regarding expense claims will change next month 4 To summarise the outcome of a recent business trip for your line manager 5 To ask a colleague to send you some information 6 To give a detailed account of product testing, with graphs, visuals and recommendations 7 To outline key action points and dates required to complete a project on schedule 8 To say who was present at a meeting, what was discussed and what action was agreed Choose the correct word to complete the information about memos. The tone of a memo is usually linformnl / semi-:formaL Information can be communicated in a(n) 2direct / indirect way. Contractions 3are / are not acceptable. A greeting and signature arelnecessaYlj / not necessaYlj on most memos. A summary and bullet points can be used to organise information in a Sshorter / Longer memo. What do you write A directive memo states policy, procedures or changes that you want people to follow. Match the structure for ordering information in a directive memo (1-5) with the sentences a-e. Subject line a As a result of the recent review of security 2 Context statement procedures, new office access regulations are being 3 Introduce key introduced. information b A member of security will contact you this week 4 Action points to arrange photographs for your badge. 5 Summary c Changes to security arrangements d Therefore, from 15th June, no member of staff will be admitted to the building without showing a security badge. Thank you in advance for complying with this. e This is to advise all staff that security badges will be introduced from Monday 15th June. 18 • Writing I

Task 1 Objective: Write a directive memo Look at ~he notes below and underline the key information. Then s,:,m~anse the points and put them in the best order to write a clear dIrective memo. It wasn't an easy decision , we've consulted all the departmental heads. But we've finally decided to offer staff flexible working hours from 30th October. Of course , not all employees will want flexible hours, they're probably perfectly happy working nine 'til five, so it's not compulsory. There are a few things that a member of staff needs to do if they are interested . They'll have to contact their line manager to discuss options, complete a flexible hours application form and then arrange an interview with Jo Harris in the HR department. You probably have a few questions, in which case you can call the HR department hotline (extension 2048). Don't get too excited though because it's not being offered to everyone . Only staff who have been with the company for more than two years can apply for the scheme . To: All Staff From: HR Department SUbject: Task 2 Objective: Write a response memo The purpose of a response memo is to answer a query. Look at the memo. below and write a response. Use the notes to help you. The follOWing phrases may be of use. Purpose: This memo responds to your request to ... Summary: We wiLL/won't be abLe to compLy with this request ... Conditions or explanations: as Long as ... / because / ALternatively To: Marketing Department From: Finance Department SUbject: Changes to personal expenses We would like to talk to staff about changes to the company policy on V ~ersonal expenses. We will be making presentations next Monday a d would llke all staff to attend. Can you confirm that this is convenient for you and your staff? £:tcJ.fftraining day MondClY lo.30Clm-3.30pm Tues:dCly am. - £:tClff product meeting Wednes:day - Friday - DepalimentCl\\ conference Writing 1 . 19

Explain options Give a briefing r eCD 10 Listenin Listen to the extract from a radio news item about Vayger, a travel company, and make notes on the following: The nature of the problem 2 How the share price was affected 3 The general state of the travel industry 4 Which travellers are in the worst position and why Listen again and complete the extracts. Then match the missing words with the definitions a-f. I The travel industry was in last night... a bankruptcy 2 Almost 75,000 passengers were left _ __ _ at b amalgamation of airports ... two companies 3 The share price _ _ _ _ from € I8 to less than c chaos €2 overnight ... d closure e fell suddenly 4 Some industry experts are predicting a 5 Vayger will be forced to file for _ _ __ f unable to move from the place 6 The news follows the recent of travel where they are compantes ... What do you think? Thinking about priorities What action would you take if you were one of the stranded passengers? 20 • Unit 4

What do you say? TaLking about aLternatives We can use paired structures to talk about alternatives and options. Match the beginnings of the sentences 1-10 with the endings a-j. Not only will this option be a the less we have to finance the popular ... project. 2 We have two options, either we b so which one should we choose? raise taxes ... c nor the airlines will take 3 The more we spend on responsibility. consultants, ... d the greater the potential gains. 4 Neither the travel companies ... or cut services, it's as simple as 5 As well as examining policy ... that. 6 On the one hand we could make but on the other we might get a a deal ... better offer. 7 While some believe that costs will alternatively we could offer a Increase, ... credit note. h we should also introduce 8 I suppose one option is to practical changes. arrange a refund, ... others say they will stabilise. 9 The higher the risks, ... but it will also be cost-effective. 10 Well, both strategies are suitable ... Underline the paired structures in the sentences. Example: Not only will this option be popular but it will also be cost-Effective. ~ Grammar page 77 Task 1 Objective: Explain options Pairs Step 1 Vayger has been taken into receivership. Role-play the conversation between a passenger and a clerk at a check-in desk. Change roles and role-play the conversation again. Student A: You are the passenger. Turn to page 87. Student B: You are the clerk. Turn to page 91. Step 2 The passenger now telephones hislher customer in Bilbao to explain the situation and discuss options. Role-play the telephone conversation. Student A: You are the customer. Turn to page 92. Student B: You are the passenger. Turn to page 88. Were you able to discuss the travel options? Was the clerk helpful or unheLpful? In what way? What option did the passenger choose? Why? Was it possibLe to rescheduLe the presentation? Unit 4 .21

8CD 11 Listening 2 Listen to a press conference given by Carl Winters, the CEO of Vayger. What has happened to the company now? How did the company attempt to avoid this outcome? Listen again and complete the phrases. Who says each one, the CEO or a journalist? I want to get -------- to the -------- 2 It is with that I have to -------- the -------- of both Vayger Travel and Vayger Airways. 3 ... we have ________ trading and are in the ________ of a 4 How has this -------- --------? How have you suddenly gone - - - - - -? 5 It's _______ due to the _______ economic ______. 6 .,. no company has such action. 7 Can you that Venture Airways were to , both to our - - - - - - as a white ... ? 8 I'd like to take this to apologise customers and our suppliers. 9 So, what plans can you passengers? 10 I can only ________ that customers and suppliers have our ______ Use the information in the press conference to prepare an update for 1V or radio about Vayger. Work in pairs and present your report to your partner. Consider your audience. Is it better to use formal or informal language? Should facts and figures be most important or the drama of the situation? Should you focus on the perspective of the company or its passengers? Student A: Present your report on a serious business channel. Student B: Present your report on a populist news channel. Task 2 4 nDrRAUEL Objective: Give a briefing Luxurious, eco-friendly safari NO Travel is an award-winning travel company which promotes its green lodges in gorgeous surroundings credentials. The company's latest venture is a new eco-friendly lodge village, In north of England, built from Sandyside EcoPark, in an area of outstanding beauty in the north of England. locally sourced, sustainable materials. Power is supplied You work in PR as part of NO's marketing team and by solar panels and wind have been in charge of organising publicity for the power and the on-site project. The advertising campaign has emphasised restaurant uses 80% that people can have a holiday without worrying local, seasonal produce. about causing ecological damage. Just before the official opening you find that a local newspaper has uncovered evidence that the habitat of a rare sand lizard has been destroyed during the construction of the lodges. It is only a matter of hours before the web and the national press pick up on the story. 22 . Unit 4

~ups of threE Step 1 Preparation Read the newspaper article. Brainstorm potential problems for your company and ideas for damage limitation. Gekko unfriendly! ~Green' holiday firm destroys rare wildlife NO Tra\\·cl's lates t project, a cco-tourism lodge yillages. that the sand lizard appears to hayc statc-of-the-art eco-fi-ienuly hoI iday Unf(wtunatcly, h(mc\\·cr, the been \\\\·iped out fi-om the \\alley yillage, has just bcen completed cnyironlllcnt does not appear to f()llO\\\\ing the constrllction of the and the first gucsts \\\\ill be arriying extend to the sand lizard (Llcer!,1 lodges. next month. ND has cOlllbined IIp;ilis). This rarc anilllal \\\\·as statc-of-the-art tcchnology \\yith ]1rC'Yiously to hc f(lIl1ld in qllite local materials to produce what good nllmbers in th e yalley \\\\·IH..'rl' they consider to be a blueprint f<lr thc lodges haye been bllilt. 1\\0\\\\ flltllrc cm ·iron men ta lly-fi-ienuly concerncd cm·ironmentalists claim Groups of t',-et Step 2 Meeting Role-playa crisis meeting, putting forward the idea on your card and any other suggestions from step 1. Agree on the best strategy to present to the media. Student A: You are the assistant project manager. Turn to page 88. Student B: You are the building contractor. Turn to page 100. Student C: You are the project manager. Turn to page 87. \"lew qro ps Of thre Step 3 Press briefing Role-play the press briefing. Student A: You give a briefing to the media. Outline the problem Explain the action your company intends to take Respond to questions the press puts to you. Use appropriate body language and tone of voice. Students Band C: You are journalists. Ask questions and challenge information where appropriate. Analysic; Did you keep calm under pressure? If you were the assistant project manager, did you succeed in defending the project's reputation? If you were a journalist, were you able to ask questions and challenge information? Self assessment Think about your performance on the tasks. Were you able to: - explain options? yes need more practice - give a briefing? yes need more practice Unit 4 . 23

Present arguments Raise objections eCO 12 Listening Listen to part of a meeting about departmental budgets and answer the questions. The board proposes that funding for technological development will .. . a mcrease. b decrease. c stay the same. 2 Tanya believes that this course of action would make it difficult to .. . a compete with rival companies. b reduce costs. c create new technologies. 3 The company's mission statement states that innovation and technology should be .. . a demanded. b natural. c encouraged. 4 In Claudio's opinion, they need to be ... a apologetic. b realistic. c problematic. 5 Alex assures everyone that these measures would be ... a flexible. b long-term. c short-term. 6 Tanya asserts that the impact of the proposal on all departments present would be ... a negative. b positive. c neutral. 24 . Unit 5

What do you say? 1 Organising ideas Match the beginnings of the sentences ]-8 with the ends a-h to make sentences from the meeting extract you have just heard. To begin with, I'm fully aware a than it is to increase it. 2 I can see two problems here: b away from our mission statement. 3 Not only that, we also risk moving c R&D is being singled out. 4 1 don't dispute the fact that cuts d but it could also compromise are needed, some current projects. 5 You also have to consider that it's e that we're trying to reduce costs. much easier to cut a budget f but I do question whether this is 6 There are a couple of things I'd the right place to start. like to point out: g first, as I've already stated, any 7 Moreover, it's not as though reduction should be considered 8 Not only would reducing the temporary. budget have a detrimental impact on future ventures, h firstly, R&D relies on new technology. Task 1 Objective: Present arguments Step] Preparation You work for Stanton Holdings, a financial services company. The last quarter has been difficult for all sectors of the industry. Look at the information below and on your role card to prepare arguments as to why the sales department should or should not receive a bonus this quarter. 3.5 Market share of Morgan Dale ~ 3 Sales of financial product financial product group &Croft 2.5 (sales compared 21% '\".O~..,J'0~\" 234 to competitors) 20% 2 AML ::> :~:> 1.5 10% Primex 17% O'OJ ~c OJ 0 0.. = Vl := ~~ V\"l '~ ~entros 0.5 8% 0 Student A: You are the sales manager. Turn to page 86. Student B: You are the sales director. Turn to page 98. AnaLysi Step 2 Meeting Role-playa meeting between the sales manager and sales director to decide whether the bonus will be paid and, if so, how much it should be. Were you able to present arguments about why the bonus should or should not be paid? Did you reach an agreement in the meeting? Unit 5 . 25

What do you say? 2 Justifying decisions Discourse markers can provide a link between different parts of speech or act as a signal to the listener that the conversation is going to change direction or emphasis. Look at the discourse markers below and underline the one that does not belong in each group. Decide which of the other groups it belongs to. Focusing on a subject as far as ... is concerned regarding by and large 2 Showing a consequence no doubt therefore for this reason 3 Generalising with reference to on the whole broadly speaking 4 Persuading someone look consequently after all 5 Conceding a point it is true of course such as 6 Giving an example for instance in particular certainly : J' our e a ke c; e 78 eCD 13 Listening Edward Carr, the business affairs editor of The Economist, presents his case to defend executive pay. Listen to parts 1-4 and match the interview questions with the responses. a What are some of the hazards connected to the position of CEO? Part 0 b When did executives' pay start to increase? Part 0 c How does current executive pay compare to other high-flying jobs? Part 0 d Who or what is perceived to be to blame for the situation? Part 0 Listen again and choose the correct options. Executive pay increased sharpLy / remained steady in the 1990s. 2 When executive pay was less high, boards were more / Less independent. 3 Average pay for executives is $7 million per annum / contract. 4 Executives appointed from outside a company tend to be more / Less successful. 5 The length of an executive's contract has got Longer / shorter. What do you t In Executive perks Do you agree with Edward Carr? Is high pay for executives justified? How do the figures that he mentions compare to executive pay in your country? 26 . Unit 5

Match the executive perks below to their description and discuss whether they are general practice in your country. Which do you think would be most effective in motivating an executive? 1 Golden parachute a incentives to remain with a company 2 Golden handshake 3 Golden handcuff\" b the choice to own company stock to 4 Share options supplement salary c a large amount of money paid on leaving a company - often as an incentive to retire early d contract agrees that a large amount of money will be paid if the contract is terminated early Task 2 Objective: Raise objections Glover & Royal sells luxury cosmetics. The internet made the brand popular in the global market, particularly in Asia. However, the company has not achieved similar success in the USA The objective for the future of the company is to expand into the lucrative male grooming market. The present CEO is due to retire soon. The board needs to consider whether to continue with the company's traditional policy of promoting an executive from within the ranks or to appoint a CEO from outside the organisation. Step 1 Preparation You are on the board of directors. Look at the information about one of the candidates and prepare arguments as to why he or she should be appointed. Consider areas where fellow board members might raise objections and have a response ready. Use the notes about the rival candidate to prepare objections to his or her appointment. Student A: Turn to page 89 and look at the information about Dulcie Fry. Student B: Turn to page 92 and look at the information about Fred Hawkins. Step 2 Meeting Take turns to summarise the reasons why your candidate is the best person to be CEO. After you have listened to your partner's presentation, raise any reservations you have about their candidate. Step 3 Negotiation Choose to be either Dulcie Fry or Fred Hawkins. Prepare the minimum terms and conditions that you require if you are to accept the position of CEO. Take turns to be one of the candidates and a senior member of the board and role-play the negotiation. Analysis Were you able to present a case for your candidate? Were you able to raise objections about the rival candidate? Were you able to reach agreement in the negotiation? r~~_Self-assessment Think about your performance on the tasks. Were you able to: - present arguments? yes need more practice - raise objections? yes need more practice Unit 5 . 27

Create an opening Make a pitch EvaLuate an idea r What do you think. A naturaL networker? How often do you meet new people as part of your job? What types of situation do you meet them in, for example, trade fairs, meetings with other companies in your group, conferences? Find out whether you're a natural networker. Read the statements below and choose the three that most apply to you. Discuss your ideas with a partner. Look at the evaluation on page 91. Do you agree or disagree with the comments? 1 I know that it's supposed to be 4 I'm not really a sociable person. I'm 7 When I do finally manage to get useful but when it comes to the just the same at parties - I only talk chatting to someone, they're never crunch, I just freeze. to people I know. any use as a contact. I think the whole thing is a waste of time. 2 I just start talking to people around 5 I'd rather be talking than working. If I me and before you know it I've got can stand around drinking coffee and 8 The way I see it, just one contact in half a dozen business cards in my chatting to new people while getting twenty might be useful, but often pocket. paid, great! those useful contacts have saved me an awful lot oftime down the line. 3 If I've got to make some contacts for 6 I network as a means to an end - it a project I'm working on, I'll target a goes with the territory. I try to be 9 I'm a people person - I'll talk to likely gathering and talk to people focused and home in on whether we anyone. It's fun. You can always until I find someone who could be could be of use to each other. find something interesting about a useful and then try to connect. person. 28 . Unit 6

eCD 14 Listening 1 Put one word from the box into each space in the sentences below. waving excuse liaise badge pity queue remember chance field session You don't know Clem Wilson by any _ _ _ _, do you? 2 We're not really in the same _ _ __ 3 Hi, I seem to we met at Sales & Sellers last year. 4 Yes, you were sitting next to me at a led by that cold-calling guru. S Is this the for coffee? 6I between our factory and our customers. 7 I can see from your name that you're with Bossa Fruit. 8 . Oh, I think my colleague is at me. Would you _ _ _ _ me? Now listen to four conversations at a sales conference and check to see whether the speakers use the same words as you. Listen to the four conversations again and decide whether each one leads to successful networking. What are the reasons for the ones that are not successful? Task 1 Objective: Create an opening Go Step I Networking POI' You are at a conference and you have been asked to find contacts who might be useful for your company. Use the information on the role cards to introduce yourself to other people in your group. Ask polite questions in order to find the contact who can help you. If the person you are talking to is not someone likely to be a useful contact, make small talk and then move on. Student A: Turn to page 96. Student B: Turn to page 90. Student C: Turn to page 93. Student 0: Turn to page 99. Student E: Turn to page 100. Student F: Turn to page 89. Step 2 Discussion Was it obvious when someone was speaking to you to find out if you were a useful contact for their company? How did it make you feel? What advice would you give to someone who wanted to make a good first impression when meeting new people? Present your ideas to another pair. An lysis Were you able to introduce yourself and start a conversation? What questions did you ask to find out about the other person? Were you able to make any contacts that were useful to your company? Unit 6 . 29

What do you say? Pitching your idea Below are four stages for pitching an idea. Match the stages 1-4 with the descriptions a-d. ) Engage a talk through the process in more detail 2 Inform b gain attention by outlining the benefits 3 Explain c indicate the end result 4 Project d briefly describe the facts Two pitches are jumbled together. Below are the opening statements for each pitch. Look at sentences a-f and identifY whether each sentence goes with pitch 1 or pitch 2. Write each pitch in the correct order, following stages 2-4 above. a Parts of our service run at a loss because of lack of volume. b The unit price is considerably less than any of the other models that are currently on the market and the manufacturer has agreed to pay for a huge marketing campaign. c We could be running a better, more cost-efficient service within a year. d You can expect a 20% return on your investment within eighteen months. e I'm starting to import a new games console from Korea. f We can cut costs by restructuring and then outsourcing as far as possible, for example IT and transport. Pitch 1 Pitch 2 I'd like to offer you an exciting I have an idea that could reduce investment opportunity with my our costs by around 15% per company. annum. Task 2 Objective: Make a pitch Digimart is an international electronics company which is planning to develop a new digital video camera. The project is still at the concept stage and the company is planning to set up an international team to generate fresh ideas. Step 1 Discuss concepts Look at the concepts on page 97. Which do you think would be most successful? Why? What target market would each concept appeal to? Brainstorm more ideas for a new type of digital video camera. Step 2 Make a pitch You want to work on an international project. You meet the director in charge of the international project to develop the new video camera at a company event. Take turns to be the employee and the director and role-play the conversation. rA~a~ysis Student A: You are the employee. Turn to page 90. Student B: You are the director. Turn to page 92. Could you pitch your idea clearly and confidently? Did you indicate your interest in taking part in the project? Are there any parts of your pitch that could be improved? 30 . Unit 6

Listening' Present your pitch is a radio programme where entrepreneurs have a minute to pitch a business idea to a group of potential investors. The next candidate ~158 is about to begin his presentation. Listen to part I and answer the questions. What does the entrepreneur want from the investors? 2 What is the product? 3 How did he get the idea? 4 How would you rate his pitch? Would you invest? Why / Why not? 5 What would you have done differently if you had been the entrepreneur? CD 16 E Now listen to part 2, the comments from one of the potential investors, and make notes about the formality, jokes, assumptions and product description in Stan's pitch. ed Task 3 Objective: Evaluate an idea 4 CD 17 E Step 1 Evaluate a pitch Another candidate appears on Present your pitch. You are the panel of experts. Together you have 050,000 to invest. Listen to the presentation and discuss the following questions: - What did you think of the candidate's pitch? Give examples of the parts that you thought were most and least effective. - What did you think of the product? Do you think it has potential? - Are you going to invest? If so, how much? Step 2 Prepare a pitch Look at the information and prepare a pitch to sell your idea. Student A: Turn to page 93. Student C: Turn to page 90. Student B: Turn to page 99. Student 0: Turn to page 97. Step 3 Pitch to the panel Students A and B, pitch your ideas to the panel (Students C and D). The panel can choose how much money to invest in each idea. Then Students C and 0, pitch your ideas to the panel (Students A and B). Analysis Were you able to evaluate whether it was a good or bad pitch? Did you pitch your idea confidently? Self-assessment Think about your performance on the tasks. Were you able to: - create an opening? yes need more practice - make a pitch? yes need more practice - evaluate an idea? yes need more practice Unit 6 . 31

Write a formaL email What do you write? The tone of a formal email is similar to a business letter. However, as with all emails, the information should be concise. Match the functions 1-6 to the parts of the email a-f. 1 Bullet point or list information 2 Offer further assistance 3 State when you made contact 4 Say why you are writing 5 Insert clear subject sentence 6 ClarifY any attachments ~I Cd'1a11 Deleto Junk Reply Reply N forw~rd New ~'.;sag. Note To Do To: [email protected] From: [email protected] Subject: a Requested Autotravel information Dear Ms Hanson, b It was a pleasure to meet you at the Tourism Expo in Milan last week. c As requested, I am sending information about Autotravel packages. I am sure that this will be of interest to your company. The Autotravel package is designed for independent travel agents like yourselves. It will streamline administrative tasks and improve the booking process for your clients. d The following information is attached: e 1. Full details of our services 2. A case study that demonstrates the system in use 3. Our current price list If you require any further information, please do not hesitate to contact me. I look forward to hearing from you . Yours sincerely, Karl Fendz Marketing Director 32 • Writing 2

Replace the underlined words in the email in exercise 1 with one of the phrases below. As you expressed an interest in our services 2 Kind regards, 3 Following our conversation 4 Please find S Do let me know if you have any queries. What do you think Evety day we send and receive emails. Some are informal emails to friends or colleagues, others might be more formal emails to potential customers or suppliers. Match the content 1-6 with the examples a-f. Can you think of more examples? Which of these should you avoid in a formal email? I Abbreviations a Yours sincerely, / Regards, 2 Salutation 3 Contractions .b Here's some blue sky thinking for you. 4 Jargon S A formal ending c~ 6 Emoticons d I'm writing to see if you've ... e FYI (for your information) f Dear Mr Webb What do you write? t In informal emails there is usually less emphasis on correct use of English. However, it is important to check formal emails before you send them to make sure that they are accurate and that the punctuation is correct. Look at the email below and insert paragraphs, capital letters, full stops, commas, bullet points and a colon. CJ Get 'obi! Dek-te junk Reply Rep y jJJ on'l.lrd New t-' essagt t\\ot e To 00 0. [ Search i am contacting you to confirm that i have paid the course fees for the international finance cou rse which starts on 18th June if you could send an email confirming that payment has been received i would be grateful could you also send the following before the start of the course term dates travel directions pre-course reading list thank you for your help with this matter kind regards Task Objective: Write a fonnal email Write a response to Karl Fendz. Refer to his email. Express interest in the Autotravel package and request a demonstration. End politely by saying that you look forward to further contact. Writing 2 . 33

Make predictions Allocate resources Avoiding waste Just as governments have to make decisions about how to ensure a continuing supply of power and resources, so companies have to work out how to avoid wasting resources and energy. What of the following do you think are the three most important actions that a company can take to avoid wasting resources and energy? Use fuel-efficient company vehicles Use low-energy light bulbs Switch off PCs when not in use rather than leave them on stand-by Ensure the canteen uses local, fresh produce - Avoid taking long-distance business flights Can you think of any other measures that a company can take? Has your company adopted any of these measures? 34 . Unit 7

r CD 18 Glistening Maeve Reynolds and Karen Palmer run a bakety and patisserie firm in the south of England. They need to replace their delivety vans. Listen to their discussion. What two environmentally-friendly measures is Karen proposing? Listen again and answer the questions. I What is the problem with the current vans? 2 Why does Maeve not want hybrid-engine vans? 3 What would be the two benefits for vans delivering to London? 4 What are the running costs of the electric van they are discussing? 5 What reservation does Maeve express regarding electric vans? 6 What is the range of the electric van? 7 What is the problem with using electricity? What do you c;ay Suggesting changes Match the beginnings of the sentences 1-10 with the ends a-j to make suggestions. We could diversifY a the world's resources are dwindling. 2 It might be an idea to branch b resources into projects that 3 I'm sure you'll already have encourage sustainable development. 4 Perhaps it'll be necessary to c to abandon fossil-fuels. scale d out into service industries. 5 We should channel more e down our future building projects. 6 Maybe we should consider f consider hydroelectric energy. 7 Our competitors won't have g looked into possible c1imate-change agreed strategies. 8 It would be a mistake not to h affected our industry as much as we fear? 9 We need to focus on the fact that into other areas, such as biofuels. 10 In a decade, will global J investing more in nuclear energy. warming really have Unit 7 _ 35

Task 1 Objective: Make predictions S'lla q You are the senior management team of Pedson Holdings, a multinational company with interests in mining, energy and construction. Step] The world is changing. Make predictions about how the following global issues may affect the mining, energy and construction industries over the next decade. Global warming Increased population Scarcity of natural resources Population movement Fuel and power costs Step 2 At present the company's energy interests focus on coal and gas. Suggest how the company could adapt in order to meet the chaI1enges of the future. CD 19 Were you able to make predictions about gLObal issues? Did you suggest ideas abol..t how the company could adapt~ Listen to the news report and decide if the fol1owing statements are true or false. The government is using advice rather than legal measures to reduce energy use. 2 The legislation will have an impact on night-shifts in most industries. 3 Petrol and diesel tax has increased by more than 50%. 4 Water rationing will be implemented within a week. S The energy minister believes that the public will generally support these measures. ( The building of new towns has proved unpopular. 36 . Unit 7

Task 2 Objective: Allocate resources Your region is suffering a water shortage and the government has introduced water rationing. You work for a courier company which has 300 employees. As well as using water for normal office hygiene, the company vans also need to be kept clean and presentable. Due to the current resource crisis, your company needs to decide where and how to make water savings. Currently the water usage is 50 litres per day for each employee in the company. Step 1 Meeting You have been appointed to the water efficiency committee. Your objective is to reduce your company's water usage to 12,000 litres per day (40 litres per person). Look at the ideas below and discuss which you agree or disagree with. Give reasons for your opinions. Suggest more ideas to save water. Clean the offices less frequently Install short-flush toilets Install taps that turn off automatically Run an awareness campaign <, n l 1 0 P Step 2 Presentation Design a water awareness campaign for the company. Present the information to another group as a poster or in a short presentation. I Analysis Did you contribute your ideas to the discussion process? How did you choose to present your water awareness campaign? Self-assessment Think about your performance on the tasks. Were you able to: - make predictions? yes need more practice - allocate resources? yes need more practice Unit 7 _ 37

Resolve conflict Influence others I What do~u think? 1 Personality types Read the statements and circle the letter in each pair which is closer to your preference. How do I prefer to direct my energy? Extroversion (E) Introversion (I) I prefer to direct my energy J prefer to direct my energy towards towards people things and the ideas, information and the 'inner 'outer world'. world'. 2 How do 1 prefer to process information? Sensing (S) Intuition (N) r prefer to deal with facts and I prefer to deal with concepts and ideas and to look for new possibilities. what 1 know or what 1 can see. 3 How do I prefer to make decisions? Thinking (T) Feeling (F) I prefer to be rational and use a I prefer to be guided by my personal logical and analytical approach. values and by beliefs and my relationships. 4 How do I prefer to organise my life? Judging 0) Perception (P) I prefer my life to be planned, I prefer to be spontaneous and stable and organised. flexible, to go with the flow. 38 . Unit 8

Look at the analysis on pages 94-95 about your personality type (e.g. EST]). Compare your results with your partner. From the analysis, do you think you would work together well in a team? Why / Why not? Read the information about the other personality types. Which of the different personality types described would you find it easiest and most difficult to work with? rWhat do you say\" Attitudes to conflict Look at the five different approaches to conflict ]-5 and match them with the descriptions a-e. Which is closest to your general attitude to conflict? I Competing a The objective is to delay. 2 Avoiding b The objective is to find a middle ground. 3 Compromising c The objective is to yield. 4 Collaborating d The objective is to win. 5 Accommodating e The objective is to find a win- win solution. eCD 20 Listening Match the statements a-e below with the approaches ]-5 above. a Let's not be hasty, why don't we sleep on this before making a final decision? b I understand that you now want the figures by the 19th but our original deadline was the 27th, so shall we agree on the 24th? c Well, I think these changes could bring the project over-budget but, if you insist, then we'll do it your way. d Your priority for planning this conference is cost and mine is finding an attractive location. If we opt for Slovenia we'll both be happy. e These other proposals are interesting but I think my plan will help us achieve our objective more effectively, don 't you? Team leader, Gerard Haynes, attempts to deal with conflict between two team members, Rebecca and Peter. Listen and answer the questions. I Which of the approaches above would you say that Rebecca is using? 2 What concern does Gerard have about Peter and Rebecca's conflict? 3 What problem does Peter have with Rebecca? 4 Rebecca says that she and Peter agreed that she should do the presentation. How does Peter recall the situation? 5 What does Rebecca think that Peter should have done if he disagreed? 6 Who does Rebecca initially say thought of the ideas and did the research? 7 Where was she when the concept was first thought up? 8 What was Rebecca's main contribution? 9 What compromise does Gerard suggest? 10 Does this create a better atmosphere between Peter and Rebecca? What evidence is there for your answer? ~ G J a ref re lee: Acti E' a as\"i E' E' 81 Unit 8 . 39

Task 1 Objective: Resolve conflict three You work for a pharmaceutical company and are part of a team that is working on an important project which has a fixed deadline for completion in two months' time. The project has had a number of problems, both technical and interpersonal. Some of the original team that worked on the project have been replaced, including the team leader. Two of the team members are finding it difficult to work together productively and the atmosphere between them is starting to demotivate the other team members. Read the information and role-playa meeting to attempt to resolve the conflict. Student A: You are the new team leader. Turn to page 99. Student B: You are a member of the original team. Turn to page 100. Student C: You are a new team member. Turn to page 96. Analysis Were you able to explain your position? Were you able to resolve the conflict? What do you think? 2 Can conflict be positive? Look at the statements below. Decide which statement is closest to what you think. You can agree with more than one. Discuss your ideas with a partner. Conflict is a normal way of communicating when you have different points of view; you shouldn't take it personally. 2 Conflict is a sign that communication has failed and issues should be discussed openly even if they are uncomfortable. 3 Conflict is damaging to relationships and should be avoided in case people get upset or embarrassed. Can conflict have any positive aspects? What are they? ~ C lure at 0 k page I 40 . Unit 8

eCO 21 Listening ~ Ellen Brady, an assertiveness trainer, gives tips about how to deal with difficult situations in an assertive way. Listen and put the assertiveness techniques in the order that they are mentioned. I Using 'negative enquiry' 2 Avoiding 'you' statements 3 Using 'negative assertion' 4 Using 'J' statements 5 Using the 'broken record' technique Look at the examples from the listening and match them to the techniques. Which statement is an example of what not to say? a That may be true but, as I said, it would be better not to interrupt others in team meetings. b Can you think of any examples when you felt that I didn't allow you to finish what you were saying? c r feel as though my contribution at team meetings is undermined when my comments are interrupted. d I agree that there probably have been times when I've interrupted you in team meetings. e You always interrupt me at team meetings. Task 2 Objective: Influence others G u Step 1 Preparation Tum to page 86. Look at the problems that are occurring with a new team member. Prioritise the issues that you wish to deal with most urgently and discuss the best way to approach the problem. Irair Step 2 Meeting ~o group Take turns to be the new team member and one of the team. Role- playa conversation where the problem is discussed. Use assertiveness strategies to discuss the problem and deal with criticism. Step 3 Presentation Write a 'team charter' to define codes of acceptable behaviour within your team. Think about behaviour that will make it more effective. Present your team charter to the other group. Analysis Were you able to find ways to deal with the new team member? J Were you able to explain the problem in a calm and assertive way? When you were the new team member, how did you deal with criticism? Self-assessment Think about your performance on the tasks. Were you able to: - resolve conflict? yes need more practice - influence others? yes need more practice --- Unit 8 . 41

EvaLuate choices / I ~ e22 List n·ng Listen to six experts talking about the marketing strategies below. Number the pictures in the order that the strategies are described. ab c buy one get one free FREE DESIGNER SUNGLASSES de WITH EVERY PURCHASE OF PRESCRIPTION GLASSES Jus:: bnng ttns advert to your local VISiON retailer before 30 September and we'll do the rest! ---~ VISION f Mol/box .....\".- - - - - Big savings on Diet drinks! We can help your eo.r.... business save money. Let me introduce you to our miraculous If'Ibol:(1il Let us tell you how. Son! ~~i~ed~r~s15tf~rS~8c~~;~,t~~~~~~ry offer Oral\\l\\ .. Lose up to lkg in 14 days F~,.,.,I.W . . Dulls your appetite Con'-\"\" .. Boosb energy .. Flushes woste from your body .. Gives you botter stin Listen again and answer the questions. 1 What term is used to refer to a marketing strategy that uses mass media? 2 What word describes electronic junk mail sent to an email address? 3 What is an advertisement that appears when you click on a webpage called? 4 What examples of below-the-line marketing are mentioned? 5 What is the name of a marketing message that is passed by one consumer to another, often using electronic media? 42 . Unit 9

What do you thmk? 1 You the consumer How do you feel about marketing strategies such as spam, pop-ups and viral marketing? Are they an interesting way of using technology to communicate ideas to consumers or are they intrusive? r What do you <;ay? Communicating ideas Match the functions 1-6 with the expressions a-f. interrupt a I'd just like to finish ... 2 deal with interruptions b Do you see what I'm getting at? 3 ask for clarification c What are your thoughts on this? 4 rephrase d If I can just add something here ... S ask opinions e So, are you saying that ... ? 6 check that the listener f What I'm trying to say is ... understands u P'lqt> 7 Task 1 Objective: Get your idea across p Step 1 Preparation Carlton Chocolates is a family-run company which sells chocolate to specialist retailers and supermarkets. The company wants to introduce a box of chocolates aimed at a new market. You are in the marketing team. Read the information below and prepare some ideas before taking part in the meeting. History: The seeds of the cacao Older children (aged 10+) are more likely to enjoy chocolate than younger children. tree are the source of both chocolate and cocoa. The Mayan civilisation Trends: Ethical consumerism has called cacao 'God food' and used it in had an impact on chocolate sales. ceremonies and as currency. The Aztec Fairtrade, which guarantees farmers a people drank chocolate combined with fair price for their cocoa, recently saw chilli peppers and the word 'chocola.~e' a 24% growth in sales of its choc~late comes from the Aztec word 'xocalatl products. There has also been an Inc~ease meaning 'bitter water'. in high-quality chocolate products With Markets: Chocolate is a worldwide high cocoa content. Recent taste trends include adding spices, fruits and nuts and industry with retail sales topping $50 unusual flavour combinations. billion. Traditionally, boxes of chocolates are marketed for sale to women. In Health: Chocolate can increase terms of sales, packaging can be as 'feel-good' chemical levels in the brain. important as the quality of the product. Some medical studies suggest that dark Premium chocolates tend to have chocolate contains antioxidants and has highest sales on special holidays (such health-giving properties. as Valentine's day). Unit 9 . 43

I Groupe; of~:- Step 2 Marketing meeting Choose a member of the group to chair the meeting and discuss the topics below. Target market: Who will the new box of chocolates be aimed at? Concept: Design the box and brainstorm ideas for the content to fit your target market. Marketing strategy: Where will it be sold? How will you advertise and promote the product? Chairperson: You need to make sure that everyone contributes. Before the meeting starts, decide how much time you want to spend on each topic. The meeting should last no longer than 30 minutes. Team members: Put across your ideas clearly and effectively. Group,; of ~ou Step 3 Presentation Prepare and give a presentation about your product to another group. Be prepared to answer any questions and explain your decisions. While you are watching the other group's presentation, prepare one or two questions to ask at the end of the presentation. in .., l .ce .; e 61 I Analysi'i If you were the chairperson, were you able to make sure that everyone had a say? If you were a team member, did you get your ideas across in the meeting? Were you able to present your ideas clearly to another group? eCD 23 Listening Andreas Kluth, technology correspondent for The Economist, discusses the impact of new media. Which statement best summarises Andreas's ideas? Media companies need to work more closely with the audience in order to find ways to advertise more effectively. 2 The era of mass media is giving way to one of personal and participatory media. These changes will profoundly change the relationship between the media and the audience. 3 Young people are more open to technological advances and because of this they have an advantage when competing for jobs in the media industry. What do you thmk? 2 The new media Do you agree with Andreas' evaluation? Have you used, created or participated in any of the media that he mentions, such as blogs, podcasts, wikis, texts, etc? What implications could Andreas' ideas have for advertising and marketing? 44 . Unit 9

Task 2 Objective: Evaluate choices ou Blaze is a music magazine for teenagers. The publishers believe that it offers content that sets it apart from its rivals because, unlike other magazines which focus on a particular style of music, BLaze covers a wide range of tastes including rap, soul, pop, indie and world music. Step 1 Meeting Look at your information. Have a meeting to share your information in order to answer the following questions. Market: Who are we selling to? Media: What is the best way to reach them? Message: What do we want to say? Student A: Look at the information about traditional marketing options on page 88. Student B: Look at the information about new media marketing options on page 98. Student C: Look at the information about the target market on page 97. Student D: Look at the information from the client on page 91. Step 2 Presentation Use the information in step I to outline a marketing campaign for Blaze. Present your ideas to the client and include the following information: how you intend to promote the magazine (will you focus on above- the-line, below-the-line, mass media or new media; be prepared to give reasons for your choices) any promotions to increase circulation when the magazine is launched what the advertisements will say You may find the following phrases useful. We beLieve that the most effective way to promote 'Blaze' is to ... The reason we think this is ... Given our target market, we feeL a promotion wiLL/won't be usefuL because ... The message that we want to get across in the campaign is ... Were you ab.e to summarise the options and discuss which were most useful? Did you contribute ideas to outline the campaign? Could you present your ideas clearly to the client? Think about your performance on the tasks. Were you able to: - get your idea across? yes need more practice - evaluate choices? yes need more practice Unit 9 . 45

3 ....... Wntlng \"'MlSSlQnsta:tements• •.. e · .e ... - Write a company mission statement Write a personal statement What do you think Which of the statements below can be used to describe a press release and which can be used to describe a mission statement? Information about a company that is usually prepared for the media 2 Often appears in business plans or on corporate websites 3 Announces a range of new products or services 4 Can be used to explain or apologise for a company's action 5 Describes a company's purpose and ideals 6 Can help potential investors or employees understand the character of a company 7 Announces news about the company 8 Highlights the goals and objectives of a company What do you write? A mission statement is usually written in clear, simple language. It should be short; a paragraph or less. Match the mission statements 1--6 with the companies a-f. 1 To organise the world's information and make it universally accessible and useful 2 To provide a global trading platform where practically anyone can trade practically anything 3 We take pride in making a perfect pizza and providing courteous and helpful service on time all the time. Every customer says, 'I'll be back!'. We are the employer of choice offering team members opportunities for growth, advancement, and rewarding careers in a fun, safe working environment. We are accountable for profitability in everything we do, providing our shareholders with value growth. 4 We strive to lead in the invention, development and manufacture of the industry'S most advanced information technologies, including computer systems, software, storage systems and microelectronics. We translate these advanced technologies into value for our customers through our professional solutions, services and consulting businesses worldwide. 5 Our mission is to bring sustainable energy solutions home to everyone. Achieving our mission means delivering a safe, socially-responsible and competitive service that exceeds the expectations of our customers, our people, our shareholders and the communities in which we operate. 6 To bring inspiration and innovation to every athlete in the world a ebay b EDF Energy c IBM d Google e Nike f Pizza Hut 46 . Writing 3

Task 1 Objective: Write a company mission statement Write a mission statement for your company or for a company that you know. Consider the information below. Why are you in business? (What product or service do you provide? What makes it stand out?) who is this information aimed at? (shareholders, customers, staff, the community?) What does the company believe in? (profit, corporate responsibility, customer service?) What image of your company do you want the reader to have? What do you write? 2 A personal mission statement is a motivational statement that can be used to define professional and personal goals. It can be a useful exercise when preparing for interviews or when considering changing career. Write notes on the following. Which professional or personal characteristics are you most proud of? What or who do you care about? - What values or beliefs are important to you? What are your short- and long-term goals? Use your notes to prepare a personal mission statement. The following structure can be used as a guide. I am ... I care about ... I believe that ... I aim to ... Task 2 Objective: Write a personal statement Some jobs and educational courses require candidates to write a personal statement. This can usually be included in the covering letter, application form or at the start of a 0/ as a personal profile. It is usually short and its aim is to highlight your attributes, skills and goals. Look at the example of a personal statement written by a person applying for a job in a PR company. Underline the phrases that introduce information. During my career J have successfully combined my work with studies to gain further technical and theoretical knowledge relevant to my profession. In balancing these commitments I have shown myself to be motivated, organised and capable of working under pressure. In addition, I have excellent analytical skills and a practical approach to problem solving. Even the tightest deadlines have been achieved through drive and an ability to prioritise time and resources. While I enjoy working on my own initiative, I also have a proven track record as a committed team member. To summarise, I am experienced, reliable and hardworking and I have a genuine interest in PRo Write a personal statement about yourself for a prospective employer. Writing 3 .47

Make a forecast Negotiate the best deal Poor decisions 'Commitment bias' is a term that describes when we make poor decisions in the present in order to justify an initial investment (of time, money or resources). The original decision may have been rational but subsequent ones might be less so. Can you think of any examples of this in the news, in business or in your company? What are the risks associated with this type of decision making? Look at the situation below in pairs. Discuss which action (a-c) to take? Give reasons for your choice. You have both invested in a holiday property on a new development. When you first agreed to the deal the holiday rental prices in the area were high. The economic situation in the area has now changed and these have decreased by 25% in the last year. At present, your holiday rental property is still in development. You have spent {45,OOO each so far. The developers say that due to rising building costs, they will require another €30,OOO to complete the property. The contractor requires immediate payment. What do you do'? a Refuse to pay the costs and sell the property back to the developers immediately at a 50% loss. b Pay the extra building costs and hope that the property and rental markets will improve making it a long-term investment. c Pay the extra building costs in order to take a chance on selling the property on the open market. 48 . Unit 10

eCD 24 listening 1 Business partners Lewis Granger and Martina Kovac discuss a business decision. Listen to their telephone conversation and answer the questions. What is Martina's reason for calling? 2 Is it a good time for Lewis to have the conversation? Why I Why not? 3 What is the problem with the present location of their company? 4 What alternatives does Lewis suggest? 5 Why does Martina think that they need to see the property quickly? 6 What compromise do they make? Listen again and complete the phrases that Lewis and Martina use. 1 I might be able to the later today. 2 Is this a -------- time to --------? 3 I'm a bit up at the ________ looking at samples. 4 Shall 1 ________________ to you later, after we ________ up here? 5 ________, Lewis, I do ________ to talk to you ________ 6 Is buying a new property the way ? 7 Look, I've ________ to ________, they're calling me ________ to the meeting. 8 This isn't a -------- we can make on the -------- of the 9 Hang ________ a ________, don't go ________ yet. 10 I'm I really to -------- ~ Grammar Probability and possibility, page 83 Iwhat do you say? 1 Considering criteria When making a forecast, it is useful to consider the internal and external criteria that might affect plans. 'Internal criteria' are factors within an organisation and 'external criteria' refer to the outside market. IdentifY each of the criteria below as internal or external. customers development market staff competitors financial promotion timing Now match phrases a-h with the criteria above. a October might be a good time to launch. b We could really go for it and have a launch campaign on TV. c We plan to reinvest profits to fund this project. d This is more likely to be popular with men than with women. e It won't be a problem to hire temporary workers. f This sector has dipped recently. It's quite saturated. g There aren't many players in this field. h We expect R&D to complete the prototype within twelve weeks. Unit 10.49

Task 1 Objective: Make a forecast Blue Bird Trading (BBT) makes high-quality furniture. In recent years, profits have fallen steadily as the brand's traditional designs have come to be seen as out of step with current trends. The company has been offered the opportunity to collaborate with Francis de Vere, a cutting-edge designer, to make a range of garden furniture. The partnership would be unlikely to attract the company's usual market segment and would require a large financial commitment. Before making the decision the board wants to make a forecast of the project's potential for success. Step 1 Information gathering You have been working with a colleague to research the internal and external factors that will influence whether you go ahead with the collaboration with Francis de Vere. Look at the information and role-playa telephone call to complete the information. Student A: You want to find out information about the external considerations. Turn to page 99. Student B: You want to find out information about the internal considerations. Turn to page 93. Step 2 Discussion Use the information in step 1 to forecast whether it would be a good idea to go ahead with the collaboration. Groupe:: of fall Step 3 Presentation Present your forecast to another pair. Give reasons for your decisions. Analysis Were you able to obtain all the information that you needed to make the forecast? What factors helped you to come to your decision? eCD 25 Listening 2 Lewis and Martina have decided to go ahead with the purchase of a new factory. Listen to the negotiation with the vendor and answer the questions. What impression has the agent given the vendor? 2 What concern does Lewis raise? 3 Does the vendor agree with his concern? Why / Why not? 4 What doubts does Lewis raise about the two other potential buyers? 5 Why might the vendor want a quick sale? 6 What does Martina suggest is the advantage of doing business with herself and Lewis? 7 What doubts does she raise about the area? 8 What reduction do they eventually agree on? 50 . Unit 10