SB_BR2nd_Intermediate

Unitrl5 j Performandb 5 Here are some nominations for employee of the month. Match an adjective in bold from the newsletter in2 to descriptions 1-5. 'Paula really likes coming to work and 'You never see him relaxing. He's always busy doing something.' 1 'He really looks 'lnga is always punctual and never off work.' after everyone - even with 5 difficult customers, he'll listen for as long as it takes.' 4 Tip I Adjective or noun? 6 fnir,t of a colleague where you work and nominate them for employee of the We use the adjective form of month.Tell your partner about them using adjectives from 5. personal qualities in everyday 7 We often make noun forms of an adjective by adding these endings. speech. We sometimes use -ce -ion -iasm -ity the noun form in more formal situations such as at a job Match the five nouns in bold in the newsletter to the endings. interview: Example: patience 'l'm fairly flexible,' 8 Complete this table of personal qualities with adjective forms and noun forms 'l think flexibility is one of my main strengths.' Adjective Noun enthusiastic Noun patient patience punctual efficiency dedicated 1 8 6 7 motivation ambitious 7 flexible confident 4 creativity 9 9 Complete these sentences with the correct form of a word from 8. Then work with a partner and say if the statements are true (T) or false (F) for you or your company, using a different form of the word. Example: It's not important for me to harte flexible working hours. 1 It's important for me to have some flexibility in my working hours. 2 I'rn not a verv person - I always want everything to be done 'now' 3 is one of my strong points - I'm never late for anything 4 I have a great deal of in how my company is run and in its success. 5 My company offers good incentives to ensure ongoing enthusiasm and amongst the staff, 6 My company is to its employees and puts their needs before those of the customer. D For more exercises, go to Practice file 15 on page 134 10 Writ\" down the job titles of three people you know. Write down qualities you think each person needs for their jobs.Then tell the class what you think. Does everyone agree with you? 11 Work with a partner. Thlk about the qualities that are important for your iob. How would you describe yourself? How do your qualities help in your job? Example: Patience is important because I work in after-sales, and customers sometimes call to complain about ,.. 99

IT. I LANGUAGE POINT We use the past perfect (had + past participle) to say that one event _happened before another past event. We use the past continuous (was/were + -ing) to: . _talk about something in progress at a particular time in the past . _grve background information in the past D For more information, go to Grammar reference on page i35. 5 > f S.Z Listen to two more people, Helena and Matthias, describing some feedbackthey received. Listen and answer the questions. 1 What feedback did they receive? 2 What happened after their performance reviews? 6 p lS.a Complete these sentences from the listening with the past perfect or past continuous.Then listen and check your answers. (work) for a large food company which didn't employ many women. 2 It was terrible to hear this, because I (already / discuss) with him how difficult it was to be the only woman. (run) the factory! (talk) about the usual things, but during all of this, he answered the phone twice and even replied to an email. 5 This annoyed me because I _ (prepare) verv thoroughly. 6 Some weeks later I heard that he was fired, but I (already / Ieave) by then. ) For more exercises, go to Practice file 15 on page 135.

7 Workwith a partner. Look at this timeline for Helena. Make sentences about her, using the past perfect and past continuous. Examples: She applied for the job zahile she was studying at unioersity. She'd appliedfor the job by the time she graduated. Periods: studying at un iversity working for food company working for subsidiary graduated transferred I to another subsidiary Tip I Position of -ly 8 tvtake a timeline for yourself with periods of time and important events. It can adverbs be about your studies, career or life in general. Describe it to your partner. Adverbs ending in -/y such as Practically speaking I How to generalize or be specific ge nera I ly, pa fticu la fly, ma i n ly, mostly, specifical/y usually go 1 Vvhen was the last time you had a job interview? Do you remember any after the subject and before the main verb: particular questions you were asked? In general, how did the interview go? I mainly find I work better in teams. 2 m' L:j ,l Listen to part of a job interview and answer questions 1-3. 1 \\zVhat question does the interviewer ask? 2 What particular details does the candidate remember about the team? 3 In general, how does the candidate feel the project went? 3 Compare the words in bold in these two sentences from the job interview. \\A/hich sentence is generalizing? \\zVhich sentence is specifuing? 1 In particular, I remember that one of the team was very independent. 2 Overall, i found that worked fairly well. 4 Wtricn of these words have a similar meaning to the words in bold in 3? Example: On the whole = Oaerall on-tffie generally particularly all in all especially mainly mostly in general specifically generally speaking 5 Work with a partner. Make sentences 1-5 general or specific. Example: In general, I prefer to traael by train. I generally prefer to traael by train. 1 I prefer to travel by train. 2 My company does more and more business online these days. 3 We communicate in English at work. 4 My last holiday was relaxing. 5 I'm huppy with my job at the moment. 6 No* imagine you are both in a job interview situation.Thke turns to ask and answer these questions. In your answer, say how you feel in general and also give a specific example from your personal experience. . How do you feel about working on your own for long periods of time? o What would you say is one of your main strengths as an employee? o How confident are you about taking responsibility and being in charge of other people?

Unit 15 i Performance !T Business communication I Appraising performance and *\"*# setting objectives Key expressions 1 Cf,-rir Hately works in a factory producing shafts for cars. Chris is having his Giving a formal appraisal six-month performance review. Read what he has written on his form. Do you have similar forms at work? Overall ... / ln general ... Part A l'mlWe're very happy/pleased with your performance ... Please answer the questions on this form and return it to your line manager You seem to be doing very before your performance review. well. One of your key strengths is ... 1 Have the last six months been good/bad/satisfactory? Why? Perhaps one thing to work on is... Good. I've really learnt a lot since I started here and everyone has been really helpful. One thing I wanted to discuss was... 2 What do you consider are your most important achievements of the six Encouraging self-evaluation How do you feel about ...? months? How are you getting on with ...? I completed my initialtraining in June and wae given a permanent contract. Have you thought about...? What do you think would help 3 Which parts of the job interest you the most? And the least? you to ...? ls this an area you'd like to Solving problems with machinery. develop? Evaluating your own 4 How could your performance be improved in your current position? performance l'm really happy with ... Juat continue what I'm doing - learning more. Something I need to work on is ..- 2 > rc,q Listen to the first part of Chris's performance review and add any extra I think ... is an area for improvement. information to his answers in l.Then compare the information with a partner. Setting objectives So let's summarize what we've 3 p f S.g. Match 1-7 to a-g.Then listen and check your answers. agreed. 1 In a doing very well. One thing you're going to ... You intend to ... 2 We're very pleased b on. You need to think about ... Agreeing objectives 3 Youseemtobe c general... How does that sound? ls that OK with you? 4 One thing I wanted d about working with other people? ls there anything else you'd like to add? 5 Is it an area e you'd like to develop? LO2 6 How do you feel f with your performance. 7 That's something I need to work g to discuss was ... 4 > f S.S Listen to the final part of Chris's performance review and answer questions L-3. 1 How does Chris's manager signal that it is the end of the meeting? 2 What have they agreed to do? 3 What two questions does Chris's manager ask to check agreement? ) For more exercises, go to Practice file 15 on page 134 5 Imagine you have a performance review.Turn to page 141 and fill in the form. 5 tut\" turns to appraise your partner using the form you have just completed. The person leading the meeting should: . make general comments at the beginning o give specific feedback . discuss and ask questions about performance . set and agree objectives at the end 7 Work with a partner. Thke turns to talk about one of the areas below. Review your performance in the area you choose and say what improvements you could make. Decide with your partner on a plan of action. . Ahobby . A sPort you do . Your progress in English

Extroverts, introverts and ambiverts Introverts Ambiverts Extrouerts / Can we guess a person's personality researcher studied their sales . by their job description? For example, performance over three months and found that the 'introverts' earned is a sales representative always an less than the 'extroverts'. However, extrovert? After all, theirjob consists the 'extroverts' earned less than the of networking with large groups of group with scores on or between 3 peopie and giving presentations. And and 5 on the personality test. This do introverts work as accountants most successful group are called with a private office where they mainly deal with money? According 'ambiverts'. to one study*, the answer is 'No, not In fact, the good news is most necessarily'. people are ambiverts and most jobs In the study, 300 call centre saies need a combination of skilis; from the social skills ofthe extrovert to reps took a personality test. It the quiet hard work of the introvert. measured their personality on a scale *Study by Professor Adam Grant, from 1 to 7 (1 = most introverted, 7 = most extroverted). Next, the Uniuersity of P ennsylv ania For your type of job, do you think it helps to be an extrovert, introvert or ambivert? \\A/hy? Do you trust the types of tests and questionnaires that we use to measure people's personality and behaviour? \\zVhy/\\A/hy not? Have you had to take a personality test for your job? Do you think it was accurate? \\a/hy/\\a/hy not? Here is a sentence from a similar test to the one described in the article. How would you score yourself for this sentence? (1 = definitely not true for me,7 = definitely true for me) I always prefer working in teams and don't work so well on my own. Work with a partner and design your own test. Discuss and write five more sentences (similar to the sentence in ..) to find out if someone is extroverf introvert or ambivert. Swap your five sentences with another group. Try taking each other's tests. Do you think the test scored you accurately?

Focus 3\" Watch three people talking about environmental issues in their workplace. Make notes about their answers in the table. ln this video lesson, you :.:.,,. ,_, Sperkei 1. Speaker 2 Speaker 3 will watch an interview with Miles Keeping who runs an , Would you describe environmental consultancy ' your company as called Hillbreak. 'environmentally friendly'? , Does your company have to follow any environmental laws? How important is it for your customers to know you are environmentallyfriendly? .,,,, 2 Work with a partner.Thke turns to ask and answer the three questions in 1. An environmental consultancy 3 Yo,l are going to watch an interview with Miles Keeping who talks about his environmental consultanry Hillbreak. Before you watcfu match words and phrases from the interview 1-10 to definitions a-j. L sustainabilitv a 2 drivers _ 3 lesislation 4 resulations 5 iurisdiction 5 comolv with 7 sreen aooeal 8 buildins codes 9 refurbish 10 urban desi-en a producing or providing goods or services in a way that is good for the environment b the layout and appearance of a city or town c reasons that make businesses do something d when something is attractive because it is environmentally friendly e the power of an official organization to decide or control something f to do something because it is the law g make a building look new again h a law or laws from the government i official rules that control something j rules that control the construction of new buildings 4 ' \" Watch the interview with Miles Keeping of Hillbreak environmental consultancy. As you watch, number the parts of the video A-F in the correct order 1-6. A Knowing about the law and environmental regulations _ B An example of a building with'green appeal' _ C Hillbreak consultancy services I D A project in the retail sector _ E Market drivers and 'green appeal' _ F Urban development and'branding' a city _

again and answer questions 1-11 1 lA/hat type of services does Hillbreak offer? 2 There are two drivers that make companies use Hillbreak's services. What is the first one? 3 \\A/hich two sectors use Hillbreak consultancy because they need to comply with regulations? 4 What is the second driver which makes companies use Hillbreak's services? 5 When someone is interested in moving into a buiiding, what might affect their choice? 6 Why did the builders of the Shard want 'green'certificates? 7 ln Miles' example of a client, what did the global retailer sell? 8 What aspects of the refurbishment did Hillbreak work on? 9 Which shops were refurbished? 10 According to Miles, how can cities brand themselves? 11 Which example does Miles give of branding through urban development? 6 Complete these sentences with words from 3. in the retail sector. 1 In recent vears. online shoppins has been a kev the new government legislation, we pay all our staff a mlmmumwage. 3 The European Union has no over our company because we are based outside of the EU. 4 This yeaL we plan to all our shops so they look more modern. 5 In the past, it was easier to start a business but nowadays there are too many rules and are replacing the old town centre with a new that has lots of appeal with parks, trees and places outside to relax in. Branding with ogreen appeal' 7 Oo you think your company needs more'green appeal'? How could you brand your business in this way? I Work in groups. Imagine your city needs modernizing and wants to brand itself as a city with'green appeal'. Discuss the pros and cons of these five ideas. At the end, choose the best idea or think of a new one. . Build a new shopping area that only uses renewable energy such as solar panels. o Ban all private transport from the city centre and introduce cycle paths, trams and more pedestrian-only areas. . Build a new bridge over the river with trees and flowers on it. As people walk across the river they can also sit and enjoy nature. o Knock down the old housing in the middle of the city and create a new park with a play area for children and places for new 'green'businesses to promote their products and ideas. o Build a tall tower with offices. Only rent the offices to companies and businesses with'green appeal'. 9 Girr\" a group presentation to the class. Present your choice to the class and give reasons for your decision.

Working with words Business com mu n ication 1 Match 1-8 to a-h to make sentences. 1 nict Parry is a buyer for a supermarket chain. 1 Our firm specializes b 2 I'm resoonsible He is introducing a colleague, Marcel Grover, to 3 Both our roles consist 4 We work Patti Kline, the representative of a key supplier. 5 I work as 6 She works in Complete their conversation with words from 7 Thev're in 8 He deals the list. a for the company accounting and general finance. isthis 14ffi*ffu1e-ffiee+ zohat do you do myhere's c the areas of pharmaceuticals and hospital supplies. l'maery pleased really nice to meet you d with all the enquiries from clients in our northern it was nice region. Rick Marcel, 1 I zuant uou to meet one of e of leading small teams of people on projects. f charge of dealing with after-sales and client our guests. Marcel, Patti Kline. She works with Longridge/ one of our services. biggest suppliers. g a sales assistant for an engineering firm. h with each other most of the time. to meet you, 2 Complete 1-6 in the email with a verb from A and a too. So Marcel, preposition from B. exactly? A Marcel Well, I'm in charge of all our stores in the charge responsible consist specialize work deal south of England. Patti 6 ? That must be very Hi Burcu, Thanks for your email and congratulations on the pneerwsopnotsoitiboen!inTh1e-y couldn't pick a better their sales team in Ankara. lt'll be hard to be2- all those different Jen Mills. people at first but l'm sure you'll manage. Greg call / please / Greg / me With regard to your request for a good J I see you're from translator, I do know someone based Greg Bostory though I spend a lot of time in Europe 3-in London. Most of her work tends to /these days. A.y*uy, haae / to / I'm / I / now / aftaid translating technical gos-. documents, and I think she migh |en Sure. to / meet / nice /you / it / aery / was English-German translations. 6 However, she's also fluent in Turkish, so l'm sure she could 5 /Jen Here you are. I / hearing / forward / from/ to / look type of sales literature. uouS 6-Let me know if you'd like me to contact her. l'm sure you'd find her easy to Best Gerald

Language at work 1 Complete the sentences with the present simple or the present continuous form of the verbs in Present si mpte,q,nd present continuous brackets. slls Form 1 Carlos usually Present simple (sit) in the main office, but today he (work) at home I/you/we/they It zoorks really (you / have to) Ieave home to get to work? 3 Look at the woman over there. Why I work for Ford, He doesn't know. I'rn French. She isn't here. (she / sit) at John's Does it cost a lot? Negative They don't knozo. Is she French? (you / work on) They aren't here. at the moment? Anything interesting? Question IMere do you tuork? Are yott Swedish? (Nadia / think) When the verb after he/she/it ends in consonant + -y, about her new boss? changethe -y to an-i and add -es. 6 You're very quiet today! He rclies on financial information. (you / think) about your presentation? With verbs ending in -ch, -0, -s, -ss, and -x , add -es. 7 How much It reaches nezo leaels eaery day. /(a successful salesperson earn) each year? Present continuous 8 Excuse me, what (you / do) in this room? This is for staff only, I/t1ott/we/they 9 A \\,Vhose is this briefcase? They aren't coming. Negative Are you making Delia is emailing of our visitors (belong) to one Question her business partner. (have) lots of progress? 10 They Thomas isn't listening noru. Present simple P-r€$ent continuous To talk about regular or To talk about actions 3 Once or twice each week, I have lunch with clients repeated actions. happening now and In my job I speak to current projects. 4 Most Friday afternoons, she leaves at 4.00 customels euery day on the loel can't help you right now because he's speaking 5 All our customers expect free Wi-fi these days phone. to a client. 6 I don't take work home at the weekends, even if To talk about trends and we're really busy during the week. changing situations. The price of fuel is falling in marry cowtries. With state verbs such as To talk about temporary understand, know, like, etc. situations. She knous a lot about tltis Kim works at the York office, but she's uorking at area ofbusiness. lrcme today. Adverbs of {requency and time We use adverbs of frequency (alzuays, often, slmetimes, neuer, etc.) to talk about how often we do something. 1 With be,put the adverb after the verb. I'm neoer lata for work. 2 With other verbs, put the adverb before the verb. I often utork latc. We use adverbs of time (now, at the moment, currently, etc.) to talk about when we do something. l'm cunently finishing off aproject.

Practice file Working with words Business communication 1 Complete the sentences with the phrases from 1 put the words in the correct order to make the list. questions in a phone conversation. Wiffie ooertime home-working core hours a last name / what / his / 's lunchbreak publicholiday paternityleave What's his lasf nome unpaidleatse annualleaoe statutory pay b say / can ,/ that / you / agatn 1 I work {lexitime , so I can start and finish my c his / have /number / can / | working day whenever I like. d that / is / case / lower / all 2 Our employees' are between f me / you / give / that / could ten and four, when they have to be in the office. 2 No* complete 1-6 in the conversation with the 3 Last week, I worked for 55 hours, so I did 20 hours questions a-ffrom 1. Katja Hello, Katja speaking. 4 I work from home once a week because my Niki Hi, Katja.It's Niki. Katja Oh, hi. companv has a svstem of Niki You know the man we met yesterday? Katja Paul? 5 With matemity leave, the first 12 weeks are fully Niki Yes.1 paid and then you receive 27 weeks' which is less 6 Irarelvtakea .lusuallvkeep working and eat my sandwich at my desk. 7 In many countries, 1st ]anuary is a 8 Nowadavs. more fathers are takine to helo with a new babv. 9 Last year, I took six months to travel round the world. It was a great experience but I missed receiving a salary! 10 I need to take the rest of my before the end of the year or I'll lose it. 2 Choose the correct words (a, b or c) to complete L-6 in the text. According to research by Peran Kandola, a business psychology firm,86% of employees also see a link between their moods and how well they do their work. How can this help us at work? . T1a-ke control. lf you don't like the terms and at your company, do something about it. Talk to someone or maybe even change jobs. . Don't work late every d2a-yl'or be the person who always says, 'l'll work lt'll only end 3- 2 My number's double zero, double four, three one up with you needing to take leave. nine, double four, oh one oh. . Keep your body healthy as well as your mind. 3 My email's Lydia underscore forty-nine, at yahoo T4r-y cycling to work or do exercise during your like a walk round the building. dot d for dog, t for Turkey. . Aim for a good work-life s-. Make time 4 The new website is www dot, about dash, me, dot for your family and friends. Make sure you take com, slash courses, underscore online. 6-time off when you need it and always take your ful conditions b agreements c emplolT nent corehours b overtime c unpaid annual b statutory c sick holiday b lunch break c unpaid leave balance b day c flexible paternity leave b annualleave c flexitime

Practice file I Unit 2 Language at work &RAMIYIAR REFERENCE 1 Complete the sentences with the phrases from The infinitive form the list. Form ,, dfficult to know sad to see important to be The infinitive is formed with fo + base verb (e.g. to meet, right to ask afraid toleaae nice to see to clmnge, to ssae). 1 It was so you again. Use You look so well. what we .Use the infinitive form of the verb 2 It's really after an adjective: It's important to know the truth. should do next. There isn't an easy solution. . We're very pleased to meet you. 3 With staff who aren't working hard enough, it's to exPress Purpose: I always check with eaerylne to,make,s,ure they are 4 I',m firm but fair. hrppy. my current job in . To saae enerw'arlwld the ffices,7fie use timers. case I can't get another. after verbs about plans and decisions:'il We intend to change the policy. 5 On behalf of everyone here, we are They'ue decided to stop buyingfrom us. you go but want to wish you luck in your next job. 6 I think you're absolutely for apay rise. It's long overdue. 2 Complete the sentences with the infinitive or -ing The -ing form form of the verbs in brackets. (change) to 1 They want Form a system of flexitime. (join) us The -ing form is,{ormed,with the base verb + ing 2 Would you like (e.g. meeting, changing, saaing). for dinner? Use (be)late 3 I really dislike .Use the -ing form of the verb for anything. after verbs about likes/dislikes: 4 Do you think he'd be interested in I'like pl'aying sport at the weekends. (upply) for this all.We enjoyed meeting you :- vacancy? . aftei a preposition; 5 Thanks verv- much for I need to work on improzting my,lT skills. (invite) us to look round. I look forward to seeing you all next week. 6 1A/hen do you plan (take) your annual leave this year? 7 This team is responsible for (develop) a new product. (help) you 8 I'd be happy with this. 9 \\A/hen did you decide (requalify)? 10 We look forward to (see) you on the 21st. 3 Complete the introduction to a meeting with the infinitive or -ing form of the verbs from the list. spend arriae interuiew k rp make talk offer surn up Hello, everyone, and thank you all for 1- zon-tthimise today. I realize you're all busy, so I hope As you know, we have been looking at meeting 3br-ief. ways of employees the opportunity to work more flexible hours, and I think we have finallv come uD with a solution 4 sure oervoecerysosnheascainnvaoclhvieevde5a better work-life balance. The number a laree of different people in eenvieorvyedde6partment and I have to sav that I've reallv time talkins to manv of vou. Anvwav. I'd like 7 b8y- presentinagbothuet overall feedback and then I plan the main points of our proposal. 109

Working with words Business communication 1 put the letters in brackets in the correct order to 1 Complete the conversation with the words from make words that match the definitions. the list. 1 somethine available to exploit and use: resources e+++m* happening with anyone else so far we're currently let's check help with (ESCRORUSE) update me 2 timetable of activities: (CSEHDLUE) let's meet uhere are 3 news on how something is progressing: Henrv Risht. so evervthine's 1 on track with (urEPAD) accommodation. What's next on the list? Ah yes, 4 money spending plan: (BDTUCE) before I forget, Melinda, can you contact the car 5 the last day for finishing a piece of work or project: hire people for the VIPs? (ADENDELI) Melinda I'd prefer not to if that's OK. I'd do it but 6 working together: (EAWKTMRO) I'm really busy with the caterers. Henrv Oh reallv? What's 2 7 practical abilities (LSTKLS) them? 2 tvtatch 1-8 to a-h to make sentences. Melinda The usual problems with menu changes - L lt's always difficult to allocate a which is why I can't take anything else on. 2 You need to leam how to delegate Henry As Melinda's busy, is that something you can 3 3 What I like about my boss is she alw-ays lets me Martin Sure, no problem. eet Henry Thanks, Martin. 4 We're falline Martin AYnodu'r4e welcome. Henrv we 5 It's difficult to stay within with reolies to the 6 If we continue like this, we -should meet invitations, Rebecca? 7 Hi, Melinda, it's Hanna, I need to get an - 8 I'm sure we'll be able to catch Rebecca I've sent them out but s waiting - for replies fuom70 people. - Henrv That manv? Can 6 helo vou check if b behind schedule, so we all need to work this they're coming? weekend. Rebecca No, I can manage. I'll ring them individually c update on how the project is progressing. over the next two days. d tasks - you can't possibly do everything yourself. e up - there are three more weeks left. Henry Thanks, Rebecca. OK Ralph. Can you f on with my work on my own. 7 briefing the media? g budget - we always overspend. h the deadline without too much trouble. Ralph 8 so good. I've sent out a press release and a few journalists have already co-onfnirmed. we all know what Henry Good, so 9 3 Complete the email with the correct form of words we're doing. Melinda is dealing with the frorn2. caterers, Rebecca is handling the invitations, Martin is handling the car hire firm and Ralph M has volunteered to deal with the media. OK, if that's everything, 10 again in a week to Dear Jan, review progress. l'm afraid it looks like we are not going to 2 prcit the words in italics in the correct order to i-be able to meet the zWe've fallen behind next Friday. complete the conversation. Secause we Kevin Express Printers, Kevin speaking. were not 3 Ludo Hi K1evinH,oiutt''ss Ludo herc. eoerything / going / eaerathins soins with our We need more 5 appropriate skills to be put on the project brochures? immediately. Of course, this does mean Kevin So far so good. almost / we / finished /'ae 2 that we won't be able to stay within our 6 either. I will send you an Ludo Great, so track / eaerything / on / is 7 after our team meeting this 32 afternoon to let you know what is decided Very best wishes, Kevin Yes, but we need somebody to deliver them. Lu4do-hWeellpl, something / I / is / can / that with? Graham Call me when they're ready and I can come and collect them. Kevin OK. Great. Ludo Cood. So to sum up, you're going to make sure they're completed I / going /'m / to / and 5 collect them. 110

Language at work Present perfect and past simple 1 Underline the correct words in italics to complete Form the sentences. Present perfect I Past simple 1, Ibooked / haue booked the hotel yesterday. hasflMt'e + past partici 2 Haoe / Did you ever been to India? I haoe worked here for 3 I live in London now, but lhaae liaed / lioed inParis fiae years, from2010 to2072. Use both the present perfect and the past simple to talk about the past in different situations. 4 I hsaen't seen / didn't see him recently. 5 Last year,Ihazte changed / changed jobs. 6 Haae / Did you go to the meeting last week? 7 He hasn't arriaed / didn't arriae yet. 8 I asked / l'ae asked for this report three times already this week! Past simple 2 Complete the sentences with the past simple or To talk about finished present perfect form of the verbs in brackets. actions or events when To talk about finished the speaker says, asks or 1 Arura has zuorked (work) here for actions or events when knows when something the speaker does not happened. (The time is ages. She still does the same job. specified.) say, ask or know when it 2 The sales office (close) I met him last Snturday. happened. (The time is down over a month ago. not soecified.) When did he leazse? 3 The Managing Director We'zte alreadtl done this. (just / organize) a meeting with all line managers. I hazsen't seen him, I'm aflaitl (you / call) him back yet? 5 \\z\\4rat time (she / arrive)? 5 I don't think we (ever / meet) before, have we? 7 We- n0w (not / take) the To talk about actions or To talk about actions or opportunity when we had the chance events that took place in events that took place in a time period that has not a finished time period. 8 Things (not / improve) finished, e.g. up to notu, todny, this year. Slte zuorkeil here for fi-oe that much since he took over. years,front 1999 to 2004. W e' o e man ufacture d t h i s (you / ever f speak) to product for oaer three years. Hoiu long haae you been (you / work) here? here? 3 Complete the conversation with the words from the :\"\"\"\"\" \" \"\"\"\"'o list. already jwst yet A The presentation is in two minutes and I still haven't seen Caroline 1 B Actuallv. she's 2 arrived - I saw her car We often use the adverbs We usually use time words and phrases with arrive a few minutes ago. set ur> in jttst, yet and alrendy with the past simple, e.g. yesterday, lnst week, lost A Great. And our speaker has 3 the present perfect. year, in 2011, three years the conference room, so I think we're ready to start We use Tusf to show an aso,tuhen I nrrioed. action happened in the once Caroline comes up ... very recent past. We use yet innegative C Sorry I'm late. The traffic was terriblel sentences and questions to talk about something that hasn't happened but you expect will happen. We use already to emphasize an action happened sooner than expected or planned.

Working with words Business communication 1 Replace the words initalics in 1-8 with the words 1 Complete the sentences with words from the list. allow coru;inced find happens from the list and rewrite the sentences. problems question seem time-consuming poor quality efficient 1 Everything about this app is really easy to 1 One of the biggest understand and operate. signal is very weak. Eueruthins about this aoo is reallv user-friendlv. 2 That's a good 2 The new caf6 round the corner is a bit 4 I'm not if I press this flashing button? expensive, but it's so conztenient for lunch. that the new motor is faster. To 3 How correct are these figures? They don't appear to me, it seems slower. me to add up. 5 Even though it's automatic, will it _ 4 AII your information is stored on state-of-the-art save my work manually? servers, so it's very safe frorn identify thieves. complicated now but, in fact, 5 You take a numbered ticket at the bank now it'll become clear when you start using it. instead of queuing. It's really good for reducing 7 I'm sure vou'll it much easier to use once the time. you get used to it. 6 I'd like a report on the situation which is 2 Complete the conversation with the phrases from detailed and says what's happening nowt the list. 7 This new software seems to have made doing the isanother useful feature it'll let isthe main benefit monthJy payroll take up more of my day compared to makes things easier it's also a lot less the old system. will it let make your life easier that's probably true 8 The graphics on this new version are really not aery A So, this is the new photocopier. good gioen the price. that it's faster 2and can do larger amounts at one time. time-consumins to use because it's programmable. me copy on both sides of the paper? A Yes, ofcourse. copy on two sides, put two pages on one side and reduce and enlarge pages. Everything really. I'm sure you'll find it will user-friendly and 2 Complete the sentences with the phrases from the B What happens if I select this button that shows a list.Then underline the correct verbs in italics. double-sided option with a staple? Haaing a financial adaiser Flying business class A well,8- that the Hiring a consultant Online banking photocopier can staple pages together. helps / allows the company look at problems objectively and consider B Really? all the possibilities. A Yes, try it. mnkes / allozus me to lets / makes it so much faster than going to a building and waiting with everyone else. lets /allows me get a decent night's sleep and saves the cost of a hotel room.

Language at work Comparative forms and modifiers First of all, a website must be as 2 (easy) rorm to use as aasny3o-ne else's. Badly-designed sites don't function (good) as their competitors' 1 Add -er to one- and some two-syllable adjectives and and to adverbswith the same form as adjectives. so they lose a lot more business. Another point is that smnll + srualler sites which are successful are continually looking at how they can be even L- fast + faster (friendly) to the user. If the adjective or adverb ends in -y, change the -y to an -i and add -er. Fast happy - lnppier The second F is to (fast) than the 2 Double the consonant after a vowel at the end of rest. Customers won't want to use the website if short adjectives. downloading pages on the site is 6. hot + hotter big + 6iftu than on other sites. thin + thinner 3 Some adjectives and adverbs are irregular. Familiar + 1good/well better, bad/badly Trrorse 4 Add more to adjectives and adverbs with two or the end (popular) if it's similar more syllables. to other websites and users know how it works and 1accurste tnore accurate what it does. lquicklY more quicklY 5 Add thsn after the comparative form to compare two 2 Ad.ian Sewell's company is looking for a new things. website designer. He is discussing the options with two members of his team. Read this information Carole is more sociable than Vincent. and underline the correct words in italics in their Use conversation. 1 Use the comparative to compare two or more things Fritz Neff Experience: 5 years or people. ' Salary expectation: veryhigh Style: modern Thii new system is better than the old one. Sickness record: 1 day last year 2 To say something is the same, use as + adjective + as. Maria Mendes Experience: 4 years, 6 months I tt't ss accurate ss the old system. II S fo say something is different , use not as + adjective + Salary expectation: medium , Style: traditional as. Sickness record: 0 days last ye3r II lt is not (isn't) as efficient as the old'system. - Modifying comparetive adjectives and adverbs Jean Petit Experience: 2years Use modifiers to talk about differences in the size of the Salary expectation: medium / low comparison. Style: experimental 1 Big differences: much, far, a lot, a great deal. Sickness record: 11 days last year Sales are far bigger this year tlrun last year. Adrian So, Katie, Guy - what do you think of our We sold out much more quickly this year. candidates? Before as + adjective + as, use not arything like. Katie Well, I think we should choose Maria. She is Sales rueren't anything like as big as last year's. la lot / more experienced 2as / than Jean, and she didn't take any days off due to sickness last year. 2 Small differences: a bit , a little, slightly , marginally . Guy Yes, but I think ]ean would be better 3than / Sales were a bit better tlris year. thatMaria. He's more dynamic and his salary Oaerall, we did a little better this expectations are also aa bit / a /of lower than hers. Before adjective nearly or almos Adrian Well, I disagree with both of you. I think we should go for Fritz. His designs aresslightly / more 'zuere neaily as many tomers last up-to-date than Maria's and that's important for urere at Christmas. our image. And his sickness record issa little / much better than ]ean's and only 7 a bit / n great deal worse than Maria's. Katie Yes, but Maria issalmost as /not nearly ns experienced asFritz, and her salary expectations areefar /abitlower. Adrian I think we can talk to Fritz about salaries ...

Working with words Business communication 1 Complete the sentences with the correct form of the 1 Underline the correct words initalics to complete words from the [ist. the conversation. care serae require lW*l expect satisfy A lt'slabout / around our IT seminar next year. I'd like 1 Once you've built good customer loyalty , they tozdo /fix a date for it. B Didn't we3attend / arrange ltfor ]anuary? keep coming back year after year. A Yes, we did, but not many of our staff can[arrioe f 2 First of a1l, I need to find out about your come then. They say it's too soon after Christmas. What exactly do you need? B OK. Well, the second half of Febru ary isswell / good 3 I'll just put you through to customer for me. How does that6suit / conztenient you? They should be able to help you. A Actually, can we Tmake / bring it later in the year? B Of course. But when? 4 ln this company we really about our A Most people seem to think that late in March is customers and we're always thinking of how we sany good /OK. How aboutFriday 27th? B I'm not econfirmed / free on that day. Can well \\ix 1 can keep them happy. bring it forward to the Wednesday of that same 5 The results show that we're not always matching week? up to people's A The 25th? Sure. 6 We regularly do market research to find out about B So that's the IT seminar arranged for Wednesday levels of customer with our products. March 25th. 2 Underline the correct words in italics to complete 2 Complete the sentences with the prepositions from the sentences. the list. 1 It's a caring / loyal company which wants to make about at back for forward in on +e customers happy. 1 Hello, I'm calling to arranqe a meeting at 2 Our aim is to exceed yorx expectations / satisfaction your hotel. every time. our appointment at four today. 3 Whatever yourequire / satisfy, we can supply it Something's come up. within 24 hours. 3 Is Tuesday any good you? 4 Soruy, but I'm not free one. Mavbe later 4 Is there a way to produce / delioer this in a smaller in the day? size? 5 I'm afraid I can't come Thursday. 5 If you are not 700'/, expected / satisfied with the item, 6 I'm busy next week, so can we move it _ we will replace it or give you your money back. to the week after? 6 Note that deliaery / care tirnes may vary during the holiday period. 7 l've had a highly required / productioe week and done everything on my list. 3 Match the words from the list to definitions 1-5. 7 Instead of the afternoon, why don't we bring it expect loyalty satisfy require seraices care to the morning? 1 something companies supply - not products 8 Can we make it later the week? 2 giving or showing strong support for a company or brand 3 to believe something will happen 4 to need something for a particular purpose 5 - somebody or something looking after 6 to make someone feel pleased and contented LL4

Language at work 1 Complete the phone callwith the present simple or Present tenses for future reference present continuous form of the verbs in brackets. .FOrm Enrico Hello, Sophie. It's Enrico. I'm calling to check the details for tomorrow's visit. See page 707 for the present simple and present continuous. Sophie Htimelleo,1Enrdicooes. Yes, everything's organized. See page 109 for verbs + fo + infinitive. What your flight arriae (tliglitt / Use . rr,, arrive)? Present simple Enrico lr-2-(get in) at We often use the,present simple with the verbs arrirte, leaae, comebncb,,go, start, t'inish to talk about a scheduled 9.15 a.m. or timetabled event in the future. Sophie Oh yes, that's what I have written here on The flights arriaes at six in the euening. Does this trsin leaae at middaY? the schedule, and John No, it doein't leaae until threi in the afternoon. (meet) you at the airport. Then he Present continuous (bring) you back to the We often use the present continuous to talk about an arrangement for the future. office She's joining us at one for lunch. Enrico Oh good. We aren't meeting anyone until later this afternoon' Wlrcrt time are you arriaing at the cont'erence centre? So(pwheieaYlle/s,haanvde)thluennchweto6ge-ther? Verbs + fo'+ infinitive (show) you around the factory. We use present tenSe verbs such as plan,hope, intend, Enrico Great. And what 7 want, expect + fo + in-finitive for future plans, hopes and expectations. (we / do) after that? (have) Then we Let'i plan to meet eaeryone st the airport and take a Sophie 8- taxi together. I hope to schedule tlrc preientation t'or three so that a meal at an Italian rFurr.unutr',a xt\", tnut eaeryone cnn attend. have to go back to the airport. \\Atrhat time He doesn't intend to let the discussiort last too long. Enrico It 10- (your flight / leave)? Do you expe:ct to be late home tonight? (leave) at be + adjective We use the present tense of be wilh adjectives such 10.30 p.m. as t'ree, busy, aaailable, tied up to talk about future availability. Sophie Oh, that's fine. We can order a taxi to pick you up at 8.00 p.m. We'rebusy next weekbut the ueek after is goad for 2 Complete the email using the prompts initalics. eaeryofie. Dear Maria, |m afraid I'm not aztailable until the fifth. 1\" you / free / on / Thursday / ertening? Are you free for abreakfast meeting tontorrow? 2 Our team / go out / to celebrate /Torsten'sbirthday Would you like to come? 3 We / plan / meet / in reception / around fiite 4 We haven't booked anywhere yet, but I /hope /try /that new Greekrestaurant. 5 We could go home together afterwards The last train / leaae / at midnight. 6 lf you / not / busy, it'd be great to see you.

Working with words Business communication 1 Complete the review of a hotel. Use the answers 1 Put the words in the correct order to make to complete the puzzle and find the European city expressions. where the hotel is located. 1 meet / person / 1t's / nice ,/ to / you / tn ll'< uieo ln 2 have / did / finding / you / any / trouble / us? 4 through / programme / I'll / run / today's 5 this / ^y / come f way / to / oftice Tguheidehdot3el-can also organize events such as around the town centre for conference 4 and hotel guests who For food-lovers, the 7 reception / sure / make / in / at / you / eig11 6_four-star restaurant serves regional every evening. All in all, this is a top-class 2 Raymond Roberts has an appointmentwith 7 for business and for pleasure. Janet Rose. He has just arrived at HBG premises. Complete their conversation with the phrases from - the list. baglet me take your how was your journey can I get you a drink You'll need this W+ry Makesureyou I thought you could catch up again 2 Replace the words initalics (1-8) with the phrases Raymond Good moming, I'm here to see Janet Rose. ]anet Hello, I'm Janet. 1 Welcome to HBG publishing . from the list. Add a pronoun if necessary. Raymond It's nice to meet you in person. lmooeektaurporuonidthfrecshheeckn up outeat pick someone up Janet Likewise. So, 2_? in droffo#es1+e6 Raymond Well, there were traffic jams on the motorway and I got a little bit lost in the industrial park. Janet Don't-worry. That happens to everyone. Anyway,3- show someone around - I'll store it Pedro lt's difficult to park here. Can I stepand-1e+ve- in my office. ye,al drop you off in front of the Raymond I'll hang on to it if you don't mind. It's got hotel? all my stuff in it. Sabrina Sure, I'11 register Janet Well, if you change your mind just tell me. And and then I'd like to haae a rnash, and change my Raymond Thanks. I'll have a cup of tea, please. clothes 3 Pedro If you like, tonight I can giae you a tour of Janet Sure, I'll just get that for you in a second. the old citv. We could sFirst of all, I'll run through the schedule. eat in a restaurant 5 start by meeting the port. and then we'll Sabrina That sounds great! I'd rather walk about and at lunchtime. see 6 the city than stay in Raymond OK. And will I see Malcolm Briscoe? my hotel room Janet Yes, in fact he's joining us for lunch. One Pedro I'11 collect you other thing. It's your .m. We'll see 8 security pass. wear it Alberto and Maite in the main square. at all times.

Language at work 1 Complete the sentences with a, an, the or no GRAMMAR REFERENCE article (-). Articles ' 1 Is there _ bus to the airport from my hotel? 2 Our centre is equipped with _ latest facilities. Ur 3 How long have you been learning to speak _ a Chinese? a 4 Could I have _ cup of tea, please? 5 Sorry but he isn't at _ work today. 6 _main exhibition centre is over there. 7 He's person I mentioned during dinner. You shoul-d meet him. 8 Is this _ information you wanted? 9 \\A/hat time's my flight to _ USA? 10 I normally travel by _ bicycle. 11 I love vesetarian food. 12 The greatest innovation of _ twentieth century was the Internet. 13 Are we meeting again on _ Thursday? 14 H'i. My name's Elaine Keevey and I'm _ accountant. 2 nead eight rules and guidelines for staff working at a conference centre. Add the correct article(s). 1 Al1 staff must be polite and helptul t*1rlrua\" Ai, delegates. 2 Remember to wear ID badge at all times. 3 Check visitors'names on registration list when they enter main venue. 4 If you see visitor who looks lost, immediately offer to help. 5 Staff not wearing uniform will be sent home. 6 Exhibition centre is always closed to visitors on Mondays. 7 For in-formation, direct visitors to Cenkal Registration Desk. 8 If you travel by car, please park in Staff Car Park. He's always at work by eight thirty. Thry' re at home today, w1 th transportation by taxi,by plane, by car, 0n foot a with days of the week Monday, Tuesday

Working with words Business communication 1 Read the news report. Replace the words initalics 1 Read the fust part of a teleconference. Number the (1-7) with the words from the list. lines in the correct order L-10. 'was down sietiw prevent oulnerable hackers Is that any better? netutork encrypted - Yes. Loud and clear. FIi, Natasha. - Yes, it is. Hello, Ryan. Natasha is here with me, More than five hundred Canadians have been - too. Can you hear me OK? notified that they may have been the lpeople who 1 Hello? Is that Michael? suffered aictims of a maior securitv breach at a _ Me neither. Ryan, your line isn't very good. Can large consumer-credit reporting agency. According you speak up? to reports, staff noticed the problem when the whole 2connected sustem of comouters 3stooaed Hi, Rvan. working for an hour. During that time, We're just waiting forLiza. She's calling from unauthorized access was gained to personal, detailed - Rome. credit files containing customers'banking details and Yes, much better. home addresses. Although , theapeople who tried to - Sure. I haven't spoken to her for ages. steal the information weren't able to access - Hello? This is Liza. 2 -Read two more parts of the teleconference. all the information because some of it was Sunreadable because it needed a password the company wasn't able to6stop them from stealing Complete the missing words (1-8). details on around 500 customers. This is the second Michael OK, let's 1b-. Thank you everyone time this month that a major business has found for coming. We have myself and Natasha in that its customer records areTweak and easily attncked MToadnacvheIswteatntRtyoa2l idn-Boston andLiza in Rome. our online security. 2 tvtut\"h 1-7 to a-gto make sentences. YbuoutL'vizeaa. llcasenevnocuop3iess olLiza's report and proposal 1 Last nieht. we uoeraded first? I'd like vou to 2 Don't forget to back up give a brief summary of the main points. 3 Businesses need to encry-pt _ Liza Sure. 4 It's a good idea to create Michael And then Ryan, you can speak next. I'd like 5 Double-click this icon to o-pen to hear the vI ieawss- from your team in Boston. 6 This tool lets you share Natasha Can something before we - 7 Trv runnins begin? - Michael Go ahead. a the attachment on your email. b sensitive data so no one else can read it. Natasha. Ryan and Liza? Can I ask you both a c all your files so you have a copy. ? I sent out two drafts of the report d documents with colleagues while working on and I want to check that you are looking at the second version ... them. ll,aterl that 6c 7s- evervthine from mv Rvan So I think up the main e the software, so you'll notice some changes. course, I'll f a scan to check for a virus. team. And of I a new password at least once every three months points in an email. MLizicahaMeicl hGareela,t.caTnhaI n8k\"s-for that Ryan. in here? Ryan, at the beginning you said most of your team are huppy with the existing system but ...

Language at work 1 Underline the correct verbs in italics to complete Verbs of obligation, prohibition and the sentences. In two sentences both verbs are permission correct. Form Verbs of obligation; prohibition and permission 1 You need to / are allowed to get a parking permit if (e.g. mttst, haae to, can't, can) come before the main verb. you want to use the car park. ,,Customers must pay for the product zuithin 3;0 days.\" Do I have to check ofi before L2.00? 2 Employees mustn't / hazte to attend at least three We can't tske our phones into meetings. You can make short personal calls at work. training days per year to receive a certificate. Use 3 She doesn't haue to / can't work with us if she doesn't 1 Use must, haue to, need fo for talking about want to. I just thought she might like to. obligations (e.g. rules) and necessity. 4 Can I / Am I allowed fo call my family on this phone? You must 'wear your unit'arm during uorking hours. 5 You mustn't / don't haoe fo drink the water from this They haae to start work nt three. She needs to update her passruord by the end of the tap. It's only for washing hands. week. 6 The room over there is for having a coffee and 2 Use don't haoe to, don't need to when there is no taking a break. Anyone can f needs fo use it. obligation or necessity to do something. 7 You aren't allowed to / mustn't smoke anywhere on Employees don't have to (pear anJD badge. With flexitime, no one needs to stalt or end at a fixed the premises. Go outside if you need a cigarette. time of day. 8 Do we haoe to / musf wait outside until the security 3 Use musttt't, can't', (be) not'allowed fo for prohibition guard arrives with the key? '(stopping somebody from doing something). 2 Rewrite the sentences starting with the words You mustn't leatse the designated area. Employees can't use the Internet dtLring work time for given. Use must, haue to, need to, etc. personal use. Visitors are not allowed to enter this area of the 1 My job is to welcome guests and answer the phone. building without a pass. I haae to tpelcome quests and answer the 4 Use can, (be) allowed fo for talking about and asking phone. for permission. 2 It isn't necessary to bring your laptop - we have We can make personal calls t'rom our workstations at one you can use. lunchtimes. You don't - we have You'rc allowed to bring your mobile phone into one you can use. the lab. 3 This is a no-smokingarea. Am I allowed to log in to the seruer from home? We aren't in this area. 5 Must has no past form. IJsehad fo instead. 4 It is forbidden to take these documents out of the They must sign in nt reccption. (Present) He had to shoto his passport nt the security desk. building. (Past) these documents 6 With question forms about rules, use Do I hsae to . . out of the building. or Do I need to... ? We rarely use must to ask about 5 In theory we can't talk in the library, but everyone rules. does. Does he haae to lock up eaery day? We're in the library, but ,: Do I need to ask for permission to leaue early? everyone does. 6 You're obliged to wear a helmet on the construction site. You a helmet on the construction site. 7 Can I use your password to log in? to log in? 8 Is it the law to drive on the right or the left in this country? country?

Working with words Business communication 1 Complete the sentences and use the answers to 1 Look at the four slides and read their descriptions complete the crossword. 1-4. Underline the correct words in italics. ACROSS EA 1 is a new way of raising money online for a business idea without giving away lots of equity. 2 You often need plenty of to start a new business. in a company, you own part 6 Ifyouhave of it. 7 are the units a company is divided into and sold on the stock market. 8 Budding need lots of energy and passion E in order to succeed in business Dubai London 9 Your financial are rather optimistic. Do New York 5ALEs ($) Paris 2,264,257 you really think you can make this much money by Tokyo 1,052,785 1,890,006 next year? 927,735 DO\\^/N 1 ,11s ,248 1 is the money you pay someone for n0w helping to sell your products or service. 1 This table / graph / chart shows you the main 3 If you need financial help to start a business, you findings. could consider having some It's based on / diaided into / shown ftom three sections give you the money in return for a share in the 2 The upward /flat / dozunward trend shows positive business. results. 4 Some businesses start with a bank but 3 These tables / graphs /figures are the sales results of be careful about how much interest you might pay. each of our branches. 5 With investors and shareholders, you'll have to oav them some 4 This decrease will definitely stop / continue / change once vou-,start makine a profit. into next year. LU t't 2 Complete the presentation with the prepositions from the list. to at into fro* in oaer on zTh-kdeaatlaook 1 this chart. It's based from our research department wanedbsitites.hoItw'ssbtrhoekeanve3ra-ge number of visitors to our two parts: the sreen side indicates the number of visitors who visited but didn't buy and the red Assideyoinudcicaanteseseth4e_number who purchased something. this, around a third of the visitors actually bought something. You might think that's low but in fact 30% is normal for most 5on-line retailers. Now I'd like to draw your attention another slide. 2 Complete the sentences with the prepositions from It's a graph which compares visitors and purchases the list. in each month of the year. Over the last 12 months, towards fo, out back the number onfevwiss.itoArnsdannodtipcuerc6hases has increased. 1 How much did vou Dav That's sood oarticular vour new car? that the number of purchases per visit has also 2 If you lent them the money, why didn't they pay increased. So the conversion rate rose from 26% to you ? 34o/\" over the year. This upwards trend is positive 3 Hans is retiring next week, so would everyone like and will continue 7 the next vear if we to pav somethins the cost of a present? build on this. 4 How often do they pay dividends to the - shareholders? 120

Language at work Going to new French restaurant. Form Sasha That sounds good, and I am/is/are + going fo + verb try and organize l'm going to work lnte tonigltt, something for after the meal. Use be late. I'm supposed to be at their hotel in five L To make a strong prediction based on evidence. minutes! He's going to be late for the rueeting because lrc's still Sasha Don't worry, Patrick, I've got my car with me ort his wny to the office. today.I give you a lift. 2 To talk about things we intend to do, or have Patrick Thanks, Sasha. That's great. already planned. 2 Choose the best option (a, b or c) to complete the I'm going to start mV 07.011 business once I'rte cort t1,tl eted this t ra ittin g. sentences. wiil L A Would you like to join us for dinner after the Form meeting? will + verb B That's kind of you, but I c have an early night. I tlink the new product zuill be successful. I'm tired after the journey. Use a will b could 1 To talk about future facts. 2 A How do I get to your place from the airport? Next year the call centre will be in Bangkok B Don't worry, I definitely be there to pick you 2 To talk about predictions. uP. - c '11 The price of gold will continue to rise. b might a could 3 To make decisions at the moment of speaking. 3 A Is Marika coming to the meeting? A Can I call t'or a taxi? I need to get to the airport. 'B No need to,do that. l'll driae you there ruyselt'. B I think so, but there are some new roadworks 4 To make promises. near her house, so she be a few minutes late. l'll finish it tomorrow, don't worry.' l a might b is go-ing to c 'lIdefinitely Will + adverbs of certainty 4 We have to think carefully about signing their Adverbs of certainty come after will. , contract, as it be a big mistake. I'll probably take the job. Adverbs of certainty come before uton't. I probabh4 won't take the job. Modal verbs: might, may. could might/maylcould + verb The new offices mightbe ready by the end of the year. Use tJse mighf, mfiy or could to talk about something that is ' ' possible in the futqre but not certain. This clause in the contrnct may giae us problems later. a is going to- b will c could 5 These new trading laws not affect us as much as we think. We'll have to- wait and see if they really change anything. a may b could c will 6 Making this decision without Michael here make him angry, but you never know w- ith Michael. a will definitely b will possibly c is going to

Working with words 1 Complete the sentences with the words in bold. Change the form of the word in bold or add another word to it. supply 1 It's important to build good relationships with different sLoaliers . 2 Our suppla chain beeins with the manufacturer in India and ends in our UK shops. transport is much higher but it's 3 The cost of air faster. show invent /Let me see. Well, my / to infor mat i on / accor din g 5 Every item in our is unique, so we keep 4 it is still on order. photographic records of each of them. Virginie I really need to know happened / to / has / it / what Could check / me / you / it /for / out the final cost of products because we have to add Kevin the' on their fee. Virginie Thank you. ship arriving in three days. 2 Kevin callsVirginie back. Complete their 7 We have a large track conversation with the phrases from the list. 8 We use barcodes to of the @ asap chargeitto onwas dispatched stock coming in and out of the warehouse. outcheck it as quick as 70e can made must haae gone r.orong 9 All our pots are which makes them Kevin Hello, this is Kevin from DYK calling. I've got expensive, but our target customer doesn't want some information about your order. anything mass-produced. Virginie Oh, thanks for calling back. So, what's original -, happened to it? 10 The of the products is printed on the Kevin Well, wel put t2he- order straisht throush to the warehouse, and it the bottom of the box. 2 Underline the correct wo rds in italics to complete 25th. the sentences. Virginie But I haven't received it yet. Kevin I'm sorry about that. Can you confirm the 1 The book is currently out of stock, but it is on / out delivery address? of ordey so we'll have it soon. Virginie We wanted it delivered to our Brussels 2 We need to stock up on / run out of headed paper. office. Could you put an order in? Kevin Ot9 something 3 I ran low on / out o/ink, so I couldn't print out the It looks like it might have gone to your Paris office instead. I'll a report. 4 We can keep track of / on track our order by satellite. 5 Let's stop at the next service station. We are running low / out on petrol. Kevin OK, no problem. We'Il resend it Virginie Thank you. And please 7 the Brussels account, not the Paris one.

Language at work +We use a question word (e.g. zohat, when, hozu) .' 1 put the words in the correct order to make direct or auxiliary verb (e.g. be, do, can) + subject + r,erb to form indirect questions. direct questions. 1 was /lf / corid / I / order / an / place / I / What are you doirrg tomorroru? wondering When did she arriaeT How can he get there? 2 much / a / does / it / magazine / cost / how / to / send Ye slN o direct questions 3 idea / do / youlhow / any / itl long / have / For a direct question which needs a 'yes' or 'no' takes answer, we just use an auxiliary verb at the beginning. 4 would / mind / arrived / if / a / telling / me / Are you t'ree tomorrow? Did she arriae on tinrc? has/package/you Can he get there? 5 has / visitor / yet / my ,/ arrived We use the following phrases before indirect questions. ...I'd like to knozo/ask 6 tell / the / where / is / me / could / post / Do you knont .,, anyone / ofhce ...Can/Could you/anyone tell me I was ruondering ... 7 do / for / you / a / if / know / left / message / ...Do you haae'any idea Would yor.L mind telling me ... they / me Use a question word after each indirect question 8 will / my / what / arrive / day / order phrase, but use the same word order as an affirmative sentence and don't use an auxiliary Dilect question l'd like to knou wlmt tinrc the train leaaes. What time does the train leaae? Do yort know horu often trains to London leaae? How often do trains to London learse? YeslN o indirect questions I was wondering what uou'd likc, to drink ? For an indirect question which needs a 'yes' or 'no' 2 Why didn't you call to say you'd be late? answer, use an f statement after each phrase. A I was wondering if this trnin goes to London? I'd like to know B Yes, it does. A Do yott knozu if it leaaes at three? 3 Where is the next conference? Could uou tell me B Nr, it doesn't. lt leaaes at four. 4 \\A/hich flight is Mr Stoppard on? Writing indirect questions Do you haae any idea Some indirect questions need a question mark and some just need a full stop. If the phrase starts with a 5 Are they arriving tonight? question word, use a question mark. If the phrase is a Do qou know statement, uge a full stop. 6 How often does the bus come? Do youknow how,ot'ten trains to London leaae? l'd like to know what time the train leaaes. Would you mind telling me ? Use L We use indirect questions instead of direct questions to sound more formal, polite and less direct. I was,wondering if you could meet me at j.00? Can you nleet me at 3.00? (more direct) 2 We use indirect questions at the beginning of an enquiry followed by a series of direct questions. A Can you tell mehow much it costs to send a B p'ltackage to the USA? depinds on the size. A How much does a fiae kilo box cost?

Practice file Working with words Business communication 1 Read these comments from people talking about 1 Complete the second sentences so that they have their places of work. Match the adjectives from the the same meaning as the first sentences. list to the comments. 1 I'm not sure it's a good idea to do this. fully-equipped epet+-pk* comfortable spacious old-fashioned state-of-the-art futuristic frn I have a few reservations about doins this 1 'With the old offices everyone was in separate 2 How about changing the colour? rooms with closed doors. Now you can see \\4hy don't we ooen-olan 3 Let's ask them to make a better offer, 2 'The architect must have liked science fiction. The I think we should consider new headquarters looks like a spaceship has just landedl' 4 I don't think we'll be able to convince them of our 3 'Our new factory has the most modern equipment proposals. It might prove 4 'Since we replaced the old computers with 5 Perhaps we could provide some chairs laptops, there's so much more room to work in.' Couldn't 5 'I complained about my chair because I 6 We could always have music in the factory. kept getting a sore back. This new one is so Have you thought about much better for sitting in for long periods.' 2 6 'I have everything I need in my office. A computer, 7 Do you mind if I don't come? a photocopier, afax and a coffee machine.' I'd rather 7 'lfie have a room for staff with lots of computer 8 I'd recommend looking at this again tomorrow games, a pool table and even a trampoline. I believe that adults need to behave like children morning. sometimes.' I'd recommend that 8 'We don't have many computers in our office. A 2 Complete the missing words in the conversations. lot of work is still done using pens and paper!' 1 A What do you think of this idea? 2 Underline the correct words in italics to complete B Great. I reallu like it. 2 A It seems like a bad plan to me. the sentences. 3 A Maybe we should change the office round so 1 That bright red colour on the walls isn't exactly / that everyone shares desks. is aery relaxing. I was thinking of a light green or something instead. B Sorrv. but I don't think that w 2 It's going to be difficult to change the dates. This new system seems slower than the old one. They're fairly / not aery flexible. I asree. Replacine the old one m 3 My flight was 12 hours overnight. I'mreally / p to be a bad idea! exactly tired. These new meeting rooms are very large but I 4 We've had some extremely / preffy good ideas don't like the colour. so far but I think we can do better. Let's keep We c- a- repaint them. brainstorming. Let's cancel the order for new desks. 5 The negotiations wentfairly / extremely well. We Yes, I like the old ones. B-, we can't didn't get everything we wanted, but neither did they. I still think we might get what we want in the really afford them. end, though. 6 This new software is oery / not aery easy to use. I learnt all the basic functions in less than an hour. 7 We're ald. not exactly / extremely huppy with your performance this year, so I see no need for you to make any changes.

Language at work Quantifiers ', 1 Correct the sentences which have mistakes.Tick (/) , the correct sentences. Form 1 Do you have any infe+matiens about these Quarrtifiers (e.g. much, many, soryLe, any, a little, a lot of, a few) come before nouns. oeoole? information There nre a feiw problems uith the order. 2 How many people do you employ? We don't lmae much time. 3 Sorry, I don't have much time. Let's be quick. 4 A little customers have complained about the Use 5 I'm afraid we don't have many paper in stock. The quantifier you use depends on the type of noun 6 There isn't much demand for this line any more (countable or uncountable) that follows it. 7 Give him any more time to finish this 1 Countable nouns have a singular and plural form 8 I've got fewer space in my new office than in my (usually ending in -s, but some plurals are irregular). old one. Uncountable nouns only have one form. 9 A lot of people said they preferred the taste of this Countable nounsr chair (chairs), employee (employees), one. _ mon (men), child (children) 10 I'd like a little help with that, please. Uncountable nouns: time, money, int'ormation, coffee 2 t*o people are checking the store cupboard at 2 Use some, any, a lot of with countable AND uncountable nouns. There are a lot of employees in this factory. 3 Use many and a few ONLY with plural countable work. Complete their conversation with a suitable nouns. quantifier. How many employees are there? Onty a few. A So. how 1 manu boxes of oaper clips do we 4 Use much and'a llffle ONLY with uncountable nouns. have in stock? so we should How much information do yott harse? Only a little. B Well, we only have a 2-, 5 Any,much andmany are mostly used in questions or probably order some more. negative statements. A 3How about ink cartridges? I don't think there are left. Do youhaise any problems? B Well, tah-ere's an extra box of them here, but we'll need more/ sooner or later. There areru't many enrployees in this clmpany. A 5OK. What about the coffee machine? How 6 Some is mostly used in questions or positive coffee is there? statements. B There's a of that, but there aren't of tea. Could you gioe me some help? 7 l'ue got'some work for you to do. A Right, so that's paper clips, ink cartridges and tea. 7 Alot of canbe used with questions, negative Anything else? statements and positive statements. B W-ePtt,awcekdeotns't have 8- at the moment, but office have He gets / doesn't get a lot of suppart inhis job. people in the asked me if Do you get a lot of emails eaery day? we can have biscuits for the tea breaks. 8 To make a comparison with countable or uncountable nouns you can use more. I need more time to work on this! We need more clients! 9 To make the comparative of little / not much'wilh i' uncountable llouns, use less. W neu boss has little time for my questions. My new boss has less time for my questions than my boss. make comparative countable nouns, use feuer. clients. The company doesn't deal deals feuer clien tlmn ours.

Working with words Business comm un ication 1 Mut.h 1-7 to a-gto make sentences. 1 put the words in the correct order to make ? 1 I wish vou'd make c 2 It's important to evaluate _ expressions for ne gotiating. 3 If you don't like doing the task, _ 4 That new employee seems to avoid _ 1 me / yor / offer / let / make / an 5 If vou isnore 6 I'd like to invite Let me make uou an offer 7 With long lists, I'd prioritize _ 2 concerns / do / any / this / you / have / about a delegate it. b doing anything manual. 3 halfway / meet / 'll 1 tou 1t c up your mind! d everyone to comment on the new website designs. 4 would / I / thrlk / faft / that /be e the different options before deciding. 5 1,0% / if / offerl more / I / agree / you / will / f the problem, it rarely goes away. years/to/two g tasks in order of importance. ? 6 issue / with/ discuss / you / to / an / I'd / hke 2 Complete the sentences with the correct form of the 7 not / rn / to / position / I'm / that / accept / a words in bold. 2 Read a conversation between a manager and one of democracy because we vote their team. Complete the missing words 1-7. 1 Our company is very A Hello. Please, sit down. There's something we need on every decision we make. totdiscuss .Ihavean with your consult work. 2 We've had a meeting with our B RTheeall3y?.-What's that? I have accountants and the futwe doesn't look great. A is that you are not doing confront between management and regular hours and I never know when you are in 3 There was a the office. the trade union but I think they've avoided a strike. B But we have a system of flexitime and home hierarchy working. When I'm not here, I'm working from 4 Most decisions are made at the top and passed home. down, so I'd describe my company as very A I understand that. But you still need to be here at _! cTehertaainptimes for meetings and so on. is that we need to agree cooperate some core 5 You aren't beins verv hours. Why do you have to disagree with everything I B That's fine, although sometimes I get so much more say? done at home. 3 put the letters in brackets in the correct order to A I can imagine there are distractions in the office. make words that match the definitions. Especially with ylootu. r5k5in-d of work, where you need to concentrate a we agree on three 1 something you need to do quickly: days when you are here for a full eight hours? (RECUNT) ursent B Three days? I think that's unnecessary with the 2 general agreement between people: type of project I'm doing at the moment. Most of it (oENSCSNUS) is research and report writing. 3 a person who is part of a club, society or A But you're still tpoasrteeofyoaute. aHmowan6d ayo-ur team cooperative: members need if I (MBREME) offered you the chance to do two fixed days in the 4 assess/judge: office and then you choose a flexible third office (EVELAUAT) day? 5 an argument or open conflict: B OK, though I'm afraid it isn't always possible to (AOTONROFNCNTD do two fixed days. \\zVhat happens when I have to 5 final conclusion after thinking about or discussing travel? something: A That's true. OK, let's review your schedule at the (NroDrcES) beginning of every month. It's really just a case of knowing when you are going to be here and when you absolutely have to be here. B Right.I 7. agree to that. L26

Language at work GRAMMAR REFERENCE 1 Complete the sentences with the most appropriate . form of the verbs in brackets. First conditional 1 I know it won't ever happen, but what would rue do (we / do) if our restaurant suddenly became Form (become) famous? (have) good financial r/+ present simple (= condition) , ruill/can/maylmight + infinitive (= result) 2 Unless you lf we change our supplier, we'll reduce costs. planning, your expansion plans disaster. Use 3 Every new recruit starts with the same opportunities. If you To talk about likely or possible future situations and (work) hard, you their likely results. (be) promoted. lf they close the factory dozun, zue'll haae to look for (know) the answer to that question, I another job. (be) a very rich personl (lt is possible that the factory might close down in 5 Ifyou (have) three wishes for your the future.) career, what (they / be)? Second conditional 6 Unless your work (improve), you Form (have to) start looking for another job if + past simple (= condition) , would/could + infinitive (= result) 7 I'm not saying it's going to happen, but how lf we changed our supplier, we zuould reduce costs. (you / feel) if we (ask) you to Use work in our Lagos office? 1 To talk about events that are unlikely to happen. 8 Just imagine what you suddenlv (so) bankruot. lf you wasted less time chatting on the phone, yott 9 Ifvou (can) change just one thing about would get more work done. (you / your working environment, what (But I thinl you will continue to waste time.) change)? 2 To talk about impossible (or highly unlikely) 10 \\A/hen they _ (arrive), we _ (be situations. able to) start the meeting. (But I'11 always be short.) 2 Underline the correct words in italics to complete lf I ran the cotnpany,I would make a lot of changes. the sentences. (But I am just an 18-year-old office clerk.) 1 We will start working on the project as soon as / 3 To talk about an imaginary situation. unless the budget is agreed. lf we took oaer their company, we' d haae access to 2 lf / IMen we know more about our competitor's the South American market. plans, we will make our final decision. 4 To be more polite, or achieve more 'social distance'. 3 If / Unless you make the decision, I will haae / had to What would you say if I asked you to be CEO? make it for you. f5 We can use the second conditional structure / 4 When / Unless we improve the design, it will look / 70as ... or lf I were ... to give advice. We often use looks too old-fashioned. were instead of zuns to sound more formal. 5 She will hqae to / has fo accept being unpopular If I was/were the manager, I would improve unless / if she becomes the boss. working conditions. unless, when, as soon as 1 We can ise unless to mean if not or except. They won't let you into tlrc restaurant unless you're wearing a tie. 2 Use when / as sootl as instead of if, to show you are sure that something will happen. Lizwill call me when the client arriaes. (You are sure the client will arrive.) client client

Working with words Business communication ]. put the letters in brackets in the correct order to 1 Underline the correct words in italics to complete make words that match the definitions. the sentences. 1 something that gets in the way: 1 Good morning, and thanks/or / to / at coming. obstacle 2 I'm going to tell you of / about / for my new concept. 3 I'd like tobegrnfrom / at / by outlining the main 2 often changing in an exciting way problems. 3 an idea for something new: 4 I'll take questions by / at / to the end. 4 something which you can depend on: 5 Let's look at / by / frorz this chart. 6 The main reason of / for / about this is the drop in 5 not complicated: demand. 6 new and original: 7 The best thing of / for / about this is its simplicity. 7 something which can change the way things are 8 That brings rne by / at / to the end of my presentation. 9 We think / notice / take it's a good idea. done or thought about: L0 That's everything I want to end / tell /say. 8 new and interesting in a way that is different from 2 Complete the introduction to a presentation with a anything that has etsted before: suitable word. 9 a new idea based on something that already exists: afternoon. evervone. I am 2 10 clever and complicated: today to tell you about aIt'nadlkel.ixkc4eit-itn,oIg'31n1ew way of choosine vour holidav. bv you an overview of my tell eivine you about how the concept was developed. we'Il have a look at how it was launched we'll have a look at the website and 2 Choose the correct words (a, b or c) to complete 1-8 I'll show you how it works. Please feel 7 in the text. ask questions at any time. In many ways, the company Doherty Preserves 3 Number the lines of the final part of the looks like your typical food company, with a simple presentation in the correct order 1-12. It sells a 2 range of marmalades, a bring immediate results. So, to jams and fruit preserves, based on old recipes, to b we need to listen. Then - delicatessens and local markets. And like every other c for listenine. Are - food business these days, the company is aiming to d see from this _ 3reach a more health-conscious consumer, so not a e summarize, there are three f brings me to the end of my p-resentation. Thanks idea. What is surprising is that the company was the g ways to respond to our customers. First, - 4 firsotfsa 7l-year-old. Now aged 76, Fraser h So. as vou can 'l - with the idea of selline Dohertv i we need to be seen to be listening and reacting. preserves when his grandmother taught him the OK, that _ s-ecret recipe for her marmalade. This was the i there any questions? for Fraser's business idea, and within weeks he'd begun selling to the neighbours. From k diagram, thinking abo-ut our customers can there, he employed friends to sell door to door on a I we need to act. And finallv, - commission basis. from one so young might be put down to a good education, but Fraser says, 'It's a million miles away from what I learnt at school.'In addition. monev doesn't seem to be an 8 'I don't concern myself so much with profits and productivity - what's important to me is improving quality and customer satisfaction.' 1 a reinvention b catalyst e--+€n€ep+ 2 a traditional b revolutionaryc up-to-date 3arevolutionary breliable csimple 4aobstacle bbrainchild cinvention 5 a came across b came out c came up 6achallenge bsolution ccatalyst 7 a breakthrough b innovation c reliability Saobstacle bprototype cbrainchild

Language at work Form 1 Correct the mistakes with the superlative form in 1 Add -esf to one- and some two-syllable adjectives each sentence. and to adverbs with the same form as adjectives, 1 Face-to-face communication is still the mest best way of doing business. best e.g. fnst, straight, high. 2 I think quickest way to send it is by courier. smqll - smallest 3 Microsoft must still be the more fast + fastest influential company in the whole world. 2 If the adjective or adverb ends in -y, change the -y to 4 It's one of the most beautiful place in the world. an -l and add -esf. 5 Since taking this job, I'm the boredest I've ever carlY + earliest 3 Double the consonant after a vowel at the end of been. one-syllable adjectives. 6 We don't want to be a second most hot + hottest successful. We want to be number onel big ' 11iff\"t 7 What's the biggest order you ever received? + thinnest thin 8 My boss is the most busiest person in the company. 4 Some adjectives and adverbs are irregular. good/uell+ best 2 Complete the article with the words from the list.If )badfuadly worst necessary, change the word to a superlative form. 5 Add rnost to adjectives with two or more syllables bad good few (x2) flexible second *e one and adverbs ending n -ly (except early). accurate + most accurate Age at work quicklY + most'quicklY They forget things. They tdoon1't work in latest 6 Also add most to adjectives ending in -cd. teams. They can't adapt pleased + most plessed /he tired + most tired 7 Don't use most with an -esf superlative. Do say: She is the greatest boss in tlrc compnny. technology. These are often the reasons given Don't say: She is the+esLffee+es+ boss in the 2-for not employing older people. But research company. shows that the workers are not 8 In sentences, use thebefore the superlative. 3-necessarily the slowest and in fact slower Do say: This is the fastest cnr on the road. workers often make the mistakes. Don't say: Tltis i*fes+es+ car on the road. Jutta Kray of Saarland University in Germany, Use who specializes in this area of research, did 1 To describe the maximum or minimum in a range. find that when it comes to being the most This has the largest meffilry of any laptop. 4- and quickest at decision-making, 5-older people come 2 To place something in a position after first place. best to their We're fhe second biggest supplier in this market. 6-younger counterparts. ln the 21st century, where speed of thought is of 3 With plural nouns to say something is important but the most important business skills, this is not the only important one. clearly a disadvantage. But Kray also found It's one of the most important innooations of the in other tests that the 'inflexible old' made last century. mistakes in certain tasks, so 4 Followed by the present perfect to describe our experience oi something It was the worst food l'oe euer ttasted.

13 Working with words Business communication 1 Underline the correct words in italics (1-10) to 1 Complete the conversation with the words from complete the texts. the list. In the case of product linlury / failure, please bydo you mean should solae the problem 'won't contact the number below to obtain a returns onthink you should keeps code. Then return the defective unit to us in if I utere you its original packaging in order to receive a 2refund / recall. sounds as though eax+J+elp haae you tried Gareth Hi, Blanka. How 1 can I helu ? Blanka It's my printer. rt2 give me clean print-outs of anything. It just messes them up. Gareth What exactly 3 All our computer systems are3dornn / defect and 'messes them up'? missing we are unable to deal with customer enquiries. Blanka Well, it a- Please call again tomorrow. lines and you can hardly read it. If your order has a manufacturer'sacomplaint / Gareth Don't worrv. it s defect or itissmisunderstood / damaged in some it could simply be a printing-head problem. way, we will pay for aly refurns postage 6 cleaning them? When using this machinery, wear protective Gareth Yes, 1z goggles and gloves at all time to avoid personal clean the heads regularly so that this doesn't 5injury / defect. happen again. I'll show you. There, that Due to a fault in the steering system, the vehicle 8 manufacturer isTresolaing / recalling all cars made in the year 2008. Blanka Oh, that's much better, Gareth. Thanks! Over the last three days, we have received over Gareth You're welcome. Although from now on, I'd clean the heads regularly 1.,\\O\\gcomplaints / faults from viewers of this TV programme. It was inappropriate to broadcast 9 this before 9 p.-. and we would like to apologize 2 Underline the correct words initalics to complete for our emistake / damage. the sentences. The technical problem with our online ordering 1 It looks like / though you'll have to buy a new one. 2 It's extremely annoying - she always borrows /'s system has now beenl0resolaed / refunded.We apologize for any inconvenience caused. alzoays borrowing my calculator without asking. 2 tvtut\"h 1-6 to a-f to make sentences. 3 I'm really annoyed. Ludo keeps on taking / take 1 A machine fault caused / biscuits from my desk. 2 As a result of a machine fault, 4 What's matter / torong with it exactly? 5 There we are, that should / must hx it. 6 I'd adaise / say you not to use it again - best to call the engineer first. 7 It smells / sounds like something must be loose - it's so noisy. 8 That should / mean solve the problem. 9 So what appears / looks like to be the problem with your computer? L0 Have you tried put / puttingitin a different position? 3 A machine fault lead _ - 4 There was product damage because 5 A machine fault resulted - 6 The product damage was -due _ a to product damage. b in product damage. c to a machine fault. d there was product damage. e of a machine fault. f-predt*etdamaeg 130

Language at work 1 tvtatch 1-5 to a-e to make sentences. 1 She's the inventor d 2 This is the discovery _ 3 Nine o'clock on a Monday is the time 4 He's the oerson - 5 That's the same place a when we have our weekly team meeting. b where you went on holiday last year, isn't it? c who has just been fired. iortaire- e which changed the world of telecommunications 2 In which two sentences above can you use that as the relative pronoun? 3 Complete the conversation with the correct relative pronouns. A Look at this ohotosraoh. lt's the olace l we could build a new factory. B Is it for sale? A Yes, the person land it is, wants to sell as soon as possible. B Do we have permission to build on it? A I have a meeting with the person at the local council 3 deals with planning permission. B He sounded positive on the phone. 4- Great. But is there a town or city nearby employees could relocate to? After all, a new factory needs a workforce. A The nearest town is about two kilometres away, with a population of ten thousand people. There are plans to expand the town into a city, so the government is building tahenetiwmerasilw- ay through the region. That will be luld will become more expensive, so we should buy it sooner rather than later. 4 Join the two sentences with a relative pronoun. 1 I'm the person. I deal with technical issues round the office. I'm the aerson who deals with technical issues round the office. 2 They are the people. Their company went bankrupt last year. 3 Palo Alto is a city. It has lots of tech businesses. 4 The lunchbreak is a time. You should relax at lunchbreak. 5 Tennis is a sport. A lot of employees play tennis after work.

Working with words Business com m u n ication 1 put the words in the correct order to make 1 Make multi-word verbs with the words in the questions and sentences. table and match them to the synonyms 1-10. 1 questions / are / any / there up down Arp lhprp onu nupqlionc out into 2 have / questions / does / any / anyone away off 3 quite ,/ understand / question / I / the / don't 1 reduce 4 let / correctly / understood / me / check / I've / 2 discard you 3 transform 4 remove (to another place) 5 for / you,/ question / that / thank 5 start (a new business) 6 that,/ question / an /'s / important 6 deliver and leave 7 select 7 to / are / two / parts,/ question / your / there 8 collect 9 create from 8 answer / that / your / does / question 10 register (for something) t have,/ question / I / answered / yo: 2 Complete the sentences with the correct multi- word verbs from 1. 1 I was trying to a new dress for work but I can't find anything suitable in this shop. that office chair! We can 2 Don't use it somewhere else. 3 He's the sort of person who, one day, will leave here and his own company. 4 l'm trvins to cigarettes at the moment. all our products recycled plastic. 6 What time does the truck normally the finished products at the warehouse? 7 Our production process creates lots of waste by- products. I wonder if we could them something useful. 8 The courier is coming at twelve to this package. Can you make sure he collects it on time?

Language at work Passive forms + past participle 1 Underline the correct words initalics to complete F'orm the sentences. Verbs in sentences can either be Ihe passlve ls tormed 1 The Kabul Star football manufactures / of the marn verb. is manufactured in Afehanistan. Passive form Active form' ' 2 Employees make f are made the footballs in a large Present simple The post is Dauid opens opened in the the post in the house in Kabul. Present morning. ntorning. continuous 3 The process starts in the garage where pieces of Past simple The report is loe Langley gave being written ffie your name. leather cut andpaint / are cut andpainted. Present perfect right nou. The CEO has 4 The workers then sew f are sewn the leather pieces I zaas giaei asked us to speak at the eoent. together to make the balls. your nanrcby a Nobody must 5 After that, the balls utash / are washed inthe colleague. change it in any bathroom and packaged in the largest bedroom in We'oebeen way. asked to speak at the house. the euent. 6 The factory only employs / is employed women. It mustn't be 7 A charity called Humanitarian Assistance for changed in any Women supports / is supported the factory. 704y. 8 The female workers encourage qnd trqin / are encouraged and trained to set up their own businesses. 2 Complete the sentences with the correct form of the verbs from the list. use lew turn locate hold win 1 The Tate Modem is known as one of the best modern art galleries in London. The waste is T'\\rc company on the banks of the taken to be takes tlrc uaste to River Thames in the heart of the city. turned into fuel. turn it into fuel. 3 An old power station Use into the gallery in the year 2000. 1 To talk about processes or how something is done. 4 An international competition First of all, the bottle is zuashed and sterilized. Next, to find a suitable it is filled ... proposal for transforming the power station into an 2 To emphasize the result, rather than the person or art gallery. thing causing it. by Herzog & We hnae been forced to chnnge our plans becatLse .. . deMeuron, a Swiss architectural practice 3 \\ /hen the person who does the action is unknown, 6 This unique space unimportant or obvious. display the large collection of art since its opening. Hello,I tnas adoised to talk to you about 3 Rewrite the sentences in either the passive or active purchosittg .., form. 4 Passive forms tend to be written down mor€ than ' 1 Most business these days is done over the phone. they are spoken.rFor example, we often use passives in formal business writing such as memos and People do most of their business oaer the phone these reports. daus It is recommended that all staff arrange an 2 The company is opening three more new branches appointment with their Iinc managers. this year. Three more branches 3 The manager must give employees a warning if they are late. Emolovees 4 It has been agreed to extend the hours of work. 5 People in this culture regard punctuality as a sign of politeness. Punctuality

L5 Working with words Business communication 1 if,tatch the adjectives in the list to comments 1-7. 1 Complete the conversation with suitable words confident hard-working enthusiastic €re{}tise or phrases. punctual patient ambitious A Inl genevnl , we're very 1 'I like his original ideas and new ways of 2 with your approachinethinss.' ueatiae performance. You seem to be doing very 2 'She doesn't seem to have any doubts about her 3we-ll since you started. How do you about the abilities.' last six 3 'She wants to be CEO of this company by the time months? *ith mv she's twentv-five.' B l'm reallv 4 4 'It's important, as a manager, to spend time work and the staff seem to like me. listening to your employees and not expect them A Yes. one ofvour kev 5 to always get things right the first time round.' is motivating your team. You 6 to be doing very 5 'FIe's always the first one in and the last one well. However, one 7- out, at work. You never see him resting.' wanted to discuss was a complaint we had from one employee. 6 'VVl:ratever the plan, she's always huppy to try it 2 Underline the correct words initalics to complete out.' the conversation. 7 'Workers in this countrv are never late for work. It's A How are you getting 1on / off / out with these late considered very bad.' orders? 2 Complete the words in the sentences with the B I think we've dealt with most of them. A That's great. Have you thought zwith / about / for correct ending. how we can avoid delays like this in the future? 1 People such as doctors and nurses must be so dedicate d to their work. B Personally, I think communication between 2 Sorry to keep you waiting. Thank you for your purchasing and the warehouse is an area oatien sat / withfor improvement. A You might be right. I think we should have another 3 We don't have much confiden_ in this meeting next week. Is that OK4to / ftom / zuith you? new product, because the initial sales figures have been very disappointing. 3 Complete the conversation with the verbs from 4 You need a lot of motivat when vou're the list. self-employed. s+t*w*rh4e intend add do sound 5 We've been very impressed with your A So let's lsummarize what we've agreed. One thing you're is talk to vour line creati in coming up with solutions qoinq to 2 to problems. mlyuonaunchaagtlismeore3a. b-Hoouwt yodouerstiodtehjoaaitnfoatrhea new system. And English classes at 6 They say that women are able to do more than ? ob at a time and are more flexib than men. 7 He's youn8 and has lots of enthusias_, A Is there anything else you ? so we should probably spend time and money on traininghim. 8 Mv biesest ambitio is to climb Mount Everest. 134

Language at work 1 Underline the correct words in italics to complete had + pastparticiple , ,, ,:: the information. Use 'several years ago llhaae worked / utas toorking as the quality technician with a new company. Well, ,1 To say that one event happened before another Izhadn't beeru / wasn't there many weeks when, one completed past event. The meeting had ended whenhe arrioed. day, while we3were all finishing / all finished off - it was around 5.00 p.m. - the supervisor came by. He 2 The past perfect often appears in sentences with awas saying / saidhe was going round the factory and conjunctions such as when, by the time, because, so. asking everyone for feedback on a new idea of his to The other verb in the sentence is often in the past improve a process on the production floor. Heswas simple. asking /hadn't asked me up to this point, so I said I'd 3 Words often used with the present perfect are also have a look. But while I 6was suggesting / had suggested often used with the past perfect, e.g. for, since, yet, reversing a couple of steps in the process, he suddenly just, neuer, recently, already. Tstopped /had stopped me and explained why my suggestions weren't possible and walked off. Anyway, The email hnd already been sent ruhen lohn noticed six months later, I was reading my annual appraisal the ntistake. report from the same supervisor when lswas coming / Past continuous came across this line. \"He is unable to accept other Form people's opinions.\" He obviouslyewasn't liking / hadn't wa,s/were + -ing form liked the feedback on his idea six months before and Use hel0has waited / had waited all that time to criticize me!' 1 To talk about something in progress at a particular 2 Complete the interview with the past perfect or the time in the past. It often appears with the past simple in the same sentence. past continuous form of the verbs in brackets. We were talking when he nrrioed. Journalist You opened your first clothes shop in 1998, Note that the past action might happen whilst the Mary. So, did your interest in fashion begin there or continuous action is in progress (a), or it might interrupt and stop the continuous action (b). hppn (be) interested before he arrived Mary Yes, I suppose so. I2 he arrived (have) a number of jobs in the Hong Kong 2 To give background information in the past. fashion industry long before I opened my own we uere rh*i\"s,;;rrurromers alr day. shop. And that was all at the time when clothes with a Chinese look 3 all day (quickly / become) very fashionable around the world. Although, even as a child, while I (grow) up inAmerica, I knew that working in fashion was something I wanted to do. Journalist So why didn't you stay in the USA, where there was already an established industry? Mary Well, when my boyfriend, now my husband, was offered a job in Hong Kong, I (just / graduate), so I was free to go anywhere. |ournalist And was it while you (run) your own shop that Tiger Retro approached you? Mary That's right. Actually, they 7 me once before. Journalist So why (you / not take) the job previously? Maery-(Adt oth)e time, my ownbusiness really well and I wanted to see how far we could go with that -(ask)

Comm u nication activities coMpANy ELB (Elite Building lnternational): builds Jos Hot-air balloon pilot and sells property in the UK, France, ltaly and coMpANy Hot Air Experiences - offers flights Spai n. over castles, forests and famous landmarks REASONS FOR ATTENDING NETWORKING EVENT across Europe^ Also arranges trips to African game parks. Great as incentives and prizes to pRoFEssroNAr-: Look for business partners. customers and sales staff. Want to find a printer for your brochures and promotional I iteratu re. REASONS FOR ATTENDING NETWORKING EVENT eERSoNAL: Arrange a study tour for your daughter. pRoFESsroNAl: Find new partners. Find a sponsor for your next expedition. rNrEREsrs Collecting modern art, golf. eERSoNAL: Meet some interesting people. Joe Event organizer rNrERESrs Photography, music. coMpANy lnstant Events - organizes conferences .loe Marketing manager and hospitality events (venue, catering, coMpANy Speakeasy, a chain of language schools photographers, printed invitations). with centres in all the major European capitals. Also runs holiday courses for young people in REASONS FOR ATTENDING NETWORKING EVENT different countries. pRoFEssroNAl: Make contacts and find potential REASONS FOR ATTENDING NETWORKING EVENT customers. Find partners who can offer exciting events and motivational prizes. pRoFEssroNAr-: Find new partners and customers eERSoNAL: Organize your next holiday. PERSoNAL: Buy a property in Spain. rNTEREsrs Extreme sports, languages, travel. lnterests Eating out, travel, walking, cycling. roa Travel agent Joe Cook and caterer coMpANy Romano Travel - specializes in exciting coMpANy EPG - specializes in international cuisine. and unusual holidays, e.g. sledging with dogs Has cookery schools for young people in in the north of Canada, eco-tourism in the Florence and Lyon. Brazilian rainforest. REASONS FOR ATTENDING NETWORKING EVENT REASONS FOR ATTENDING NETWORKING EVENT pRoFEssroNAl: Expand the business into gastro- pRoFEssroNAl: Sell your holidays. Find new tourism. Looking for partners in the travel partners. industry and people who can take care of eERSoNAL: Make friends. lmprove your social life. promotional material and packages. rNTEREsrs Sport, travel, cooking. eERSoNAL: Find people who share your hobbies. loe Customer services manager rNrEREsrs Languages, sport, exotic travel. coMpANy Paper Solutions - hi-tech printers specializing in promotional literature and company prospectuses for prestigious orga n izations. REASONS FOR ATTENDING NETWORKING EVENT pRoFEsstoNAl: Make new business contacts. eERSoNAL: Meet some interesting people. TNTERESTS Golf, tennis, travel.

Communication activities Unit 2 I Business communication, Unit 5 | Language at work, exercise 6 exercise 7 Student A Student A 1 You are going to a trade fair. Read some sentences about CaIl l: it and write in the, a or no article (-). Cologne The annual Garden Trade Fair You met Keiran at a meeting last week in Dublin. You can't . in 1- find his contact details. Call Student B and ask for Keiran's last name, mobile number and email. 2at-tracwtsorolvde. r 40,000 visitors who come from all over . 43lFAseuo-la-larvreoianoexvnguxhethertibsfdierebiootaioo6mtsirrosvn8amins-pcdiutelaosnicarnttseridrer,.epostoiohserrert2vrd0eeei0svi5,spe0lr-07ay0y-s1ss.5qtaurmneadgirneuublamtyeresMst.rhaeusyttw5lethitbhtuos Call2: . Answer Student,{s phone call. Give the information on this contact: o Marianne Chiew 2 You are going to ask your partner for more information 00 86 10 6957 8699 about the trade fair. Prepare these questions with the www.KAlglobal.org.hk coffect article (or no article) and ask your partner for the Unit 3 | Business communication, information. exercise 5 How many / exhibitors attend / trade fair? Student A Which parts of / world do exhibitors come from? You are in charge of Project 1. Your partner is in charge of IMat opportunities does / exhibition offer? Project 2. Call your parkrer. Give an update about Project 1 and delegate two tasks to your partner. Then ask your IMy should you go sightseeing in / Cologne? partner for an update about Project 2. 3 Your partner is also going to the trade fair. Answer his/ Project 1 Organizing a two-day training session for staff her questions using the information in 1. . Venue for training session - room booked. Unit 8 | Language at work, exercise 8 o Hotel for trainers - Victoria Hotel has available rooms. Pair A Tryi.g to negotiate discount. You are in charge of setting up a new company office in another country. You have asked the Finance Department . Lunch - none so far. Need someone to book caterers and for a budget of $100,000 (not including wages) to set it up. negotiate payment. Delegate this to your partner. 1 Brainstorm all the expenses you think you'll need to . Information pack for trainees - need to ask trainers to budget for and write these down. Then discuss how to divide the $100,000 between the expenses. Write a figure send schedule and summary of training session. next to each expense. . Need to organize transport between hotel and office. 2 Meet with Pair B. Present your budget with the Delegate this to your partner. expenses and figures to the Finance Department and answer their questions. Project 2 Raising money for a local children's charity Viewpoint 2 | exercise 13 o Posters and leaflets? What was happening in each situation? . 10 km sponsored run? 1 In some cultures, it is normal and polite to listen to your . Charity sale? . Anything else? partner, to wait and then to speak. In other cultures, it's normal to interrupt when you want to speak. 2 In some cultures, including Thai culture, it is not acceptable to criticize someone in front of their colleagues because they cannot'save face'. The woman feels she has no choice but to resign. 3 The German approach to discussion is more direct and to the point than it might be in the USA. The American mistakes this directness as aggressive.

Commun ication activities Unit 8 | Business communication, Unit 8 I Talking point, task 4 exercise 6 What happened to the crowdfunding ideas? Student A Fish on wheels You are goiag to present a slide from a presentation to UK This idea failed to raise €40,000. In fact, some critics were building investors. Prepare and then take turns to present surprised that there were 89 people who offered a total of the information to your partner. Decide with your partner €5,250. After all, would the fish crash? And what happens if UK property is a good investment for the future. when two fish are in at the same time? Nevertheless, Studio Diip, the company who made it, is still in business Number of houses built in UK (approximate) today. 250,000 MiRing TWin brothers Zach and Max Zitney only raised around 200,000 $8,000 for their ring, so failed to get crowdfunding. However, there is a positive end to the story. A UK-firm 150,000 working on a similar product contacted the brothers as a result of their attempt at crowdfunding and now they are 100 000 collaborating. 50,000 NewYork City Opera The opera company only raised $301,019 through 0 crowdfunding, so failed to meet its $lmillion target. New York City Opera went bankrupt and closed in 2013. Source: UK govemment statistics Forml This was successfuMr:r fact, Forml received much more than its $100,000 goal. Over 2,000 investors offered $3 million dollars in funding. Nowadays, the Forml (manufactured by Formlabs) is used by designers, engineers and artists around the world. Unit 4 | Business communication, exercise 5 Student A You think the new system is a good idea but your partner has some concerns. Talk about the benefits of the new system to Student B and handle any questions and concems. Try to convince Student B that it's a good system. 138

Communication activities Unit 9 | Language at work, exercise 7 Unit 9 I Business communication, Student A exercise 5 Think about what questions you might need to ask to get StudentA the information you need. (Use a mix of indirect and direct Take turns to role-play two situations on the phone. In questions). one situation you will be a customer, and in the other situation a call handler. In each situation you will have Call l: two conversations. You work for a shipping company. Use this information to Situation 1 answer your parhrer's questions about a shipment from Singapore to New York. Conversation L You are the customer. You work for an oil company. Size of containers Price Time for shipment 67 cubic metres f,5,000 6 weeks (approximately) o Call the supplier (S1 Engineering). 33 cubic metres €3,500 . Give your account number HK568 and order two Warehouse storage: First seven days free. After that, minimum of $100 a week (depending on size of order). drill pieces. Note: For insurance enquiries, please contact our agent on Conversation 2 0044235 4756. You urgently need the pieces you ordered five days ago. You are very unhappy with the delay. Call 2: You want to transport some handmade goods from . Call 51 Engineering again. Explain the problem. Istanbul to London by road. Call the transport company . Give your account/order details again. for a quote. Find out about: . Ask for a solution. r price for up to 1,000 kilos Situation 2 o delivery time Conversation 1 You are a call handler for Haddows Trading, a fashion . any additional costs distributor. . warehouse storage for two days . insurance for goods o Answer the call from a customer. o Ask for the account number and details of the order. Unit 11 I Business communication, o Give this order reference: HTGS899. exercise 6 Conversation 2 You receive another call from the customer two days later. Student B . Answer the call. Negotiate an agreement between a manufacturer of car . Ask for the account details and order reference. Find out parts and a regional distributor. Agree upon some details of the new contract. what the problem is. You are the regional distributor for the southern region of r lnvent an excuse and explanation. the country. You would like a contract with exclusivity for . Promise to send a delivery van with the order today at three years. If the manufacfurer wants to have a shorter contract or to introduce sales performance reviews, no extra charge. then you will need to negotiate. You also know that the manufacturer wants distributors in the western and northern regions of the country and you would like this business. Spend a few minutes preparing your position, then begil the negotiation. 139

Com m u n ication activitieS Unit 10 I Business communication, Unit 10 I Working with words, exercise 6 exercise 10 1 An architect is redesigning your office space. Look Look at this website with offices to rent. Take tums to at these two styles of office and read about some choose a property and describe it to your partner. Use advantages and disadvantages for each in the table. different adverbs and adjectives to describe it. Your Can you add any more? partner must guess which property it is. Disadvantages noisy,harder Style B 5 individual offices on 3rd floor of four-floor building. for private Location: Off motorway. Excellent parking. 1 km conversation good for from mainline station. concentration, Built: 2015 private Facilities: Conference room, Reception area, Shared kitchen on 2nd floor. No shops or caf6s near. not as social, old-fashioned Open plan office for approximately 15 staff. 3 individual offices. Location: City centre. Bus stop outside. No parking. Built: 1998 Facilities: Shops and caf6s nearby. ti/embership of local gym. 50 cubical offices with 2 large breakout areas on Sth floor. Previously used as call centre. Built:2002 Location: 3 km from city centre with cycle path. Parking and bus stop. Facilities: Canteen on ground {loor. Also use of locker room and showers. ;Prol The 2 open plan areas with 5 offices and conference room. Built: Original warehouse built in 19\"1 0, renovated in 2003. Location: 0.5 km from airport. Shuttle bus from city centre (25 minutes). Parking. Facilities: Canteen. Small shared gym and changing rooms with showers. Fitness classes held three evenings a week. 2 Now prepare and give your recommendation for one of the office styles using the expressions from 4. Student A, promote style A. Student B, promote style B. Respond to the recommendation you hear. Tiy to come to an agreement with your partner. Example: A l'd recommendhaaing an open-plan ffice because... B I think we should consider building closed ffices because ...

Communication activities Unit 10 I Talking point, task 3 Unit 15 I Business communication, l-rederick Herzberg (1923-2000) researched exercise 5 motivation in the workplace over many years. Imagine you have a performance review. Complete this form for your job. FI After different studies, he developed his theory Part A that satisfaction and dissatisfaction at work were caused by two sets olfactors. Please answer the questions on this form and return to your line manager before your performance review. . In general, there are factors which workers like but' 1 Have the last six months been good,/bad/satisfactory? do not provide long-term satisfaction. These include: a company car, job securily, new company policies, \\A/hy? relationship with boss, salary, relaticinship with colleagues, your personal life. 2 What do you consider are your most important . Then there are long-term factors which are the achievements of the six months? true motivators in the workplace. These include: achievement, reco gnition of good peiformance, the nature of the work, Ievel of responsibility, advancement. Unit 11 I Business communication, 3 VVtrich parts of the job interest you the most? And the exercise 6 least? Student A 4 How could your performance be improved in your Negotiate an agreement between a manufacturer of car current position? parts and a regional distributor. Agree upon some details of the new contract. You are the manufacfurer. You would like a contract Iasting two years with reviews of sales performance every 12 months. If the distributor doesn't reach a target, you have 90 days to end the contract. The distributor will have exclusivity to distribute in the southern region of the country. Currently, you also have a distributor in the western region, though the contract ends in 12 months, and you are currently looking for a distributor in the northern region. You could offer the southern distributor these two other regions also in return for something. Spend a few minutes preparing your position, then begin the negotiation. E

Com m u n icatron activities Unit 2 I Business communication, Unit 6 I Language at work, exercise 6 exercise 7 Student B Student B 1 You are going to a trade fair. Read some sentences about Call l: it and write in the, an or no article (-). o EGvaerdryenyeTaiar,d2e,00F0airexinhi2bi-torsCoaltotegnnde.1- annual Answer Student A s phone call. Give the information on . over 3- this contact: There are exhibitors from a5n0dcoau-ntriAessiai.n Keiran Geraghty Europe, North and South America, . s- exhibition offers opportunities to show 5- 00 353 1.657 4770 [email protected] o Clsahoteolosutgldntreegnoisd8s7-i-n plants and garden products. Call2: ancient and beautiful city, so you You met Ms Chiew at an exhibition stand in Hong Kong. sightseeing while you are here. You can't find her contact details. Call Student A and ask for her first name, office number and company website. 2 Your partner is also going to the trade fair. Answer his,/ Unit 3 I Business communication, her questions using the information in 1. exercise 5 3 You are going to ask your partner for more information Student B about the trade fair. Prepare these questions with the Your partner is in charge of Project L. You are in charge correct article (or no article) and ask your partner for the of Project 2. Your partner will call you. Ask your partner information. for an update about Project 1. Then give an update about Project 2 and delegate two tasks to your partner. How many / rsisitors attend / trade fair? Project 1 How large is / exhibition? Organizing a two-day training session for staff By what date do you need to book / stand? . Venue for training session? How do I get from / airport to / trade fair? e Hotel for trainers? Unit 8 I Language at work, exercise 8 . Lunch? Pair B o In-formation pack for trainees? You are the Finance Department. Before you give Pair A a . Anything else? budget of $100,000, you would like more details. Project 2 1 Discuss what you think Pair A might need the budget Raising money for a local children's charity for. Then prepare any questions you have for them. e Posters and leaflets - printing now. 2 Meet with Pair A. Listen to their presentation and ask . 10 km sponsored run - need to contact council about questions about their expenses and figures. Make sure using sports stadium. Delegate this task to your partner. they are going to spend the budget correctly. . Charity sale - all staff have received a memo. Unit 4 I Business communication, . Need someone to organize collection boxes for charity exercise 5 sale. Delegate this task to your partner. Student B You have some concerns about the new system. Talk to Student A and listen to the benefits. Ask questions and express your concerns. L42

Commu nication activities Unit 8 I Business communication, Unit 9 I Business communication, exercise 6 exercise 5 StudentB Student B You are going to present a slide from a presentation to UK Take tums to role-play two situations on the phone. hr building investors. Prepare and then take turns to present one situation you will be a customer, and in the other the information to your partner. Decide with your partner situation a call handler. In each situation you will have if UK property is a good investment for the future. two conversations. Average UK house prices Situation L 250,000 Conversation 1 You work for 51 Engineering, a company which provides 200,000 spare parts for the oil industry. A customer calls you to place an order. 150,000 . Answer the call. 100,000 . Ask for the account number and details of the order. . Give this order reference: 965/LQand say goodbye. 50,000 Conversation 2 0 2010 2012 701.4 Five days later you receive another call from the customer. Source: Nationwide r Answer the call. . Ask for the account details and order reference. . Explain that the order was delayed by two days because of a strike. . Tell the customer the order will arrive later this afternoon. Situation 2 Conversation 1 You are a customer from the fashion kade. . Call the supplier (Haddows Trading, a fashion distributor). . Give your account number VX890 and order 15 green skirts. Conversation 2 You have just received the order from Haddows Trading. Unfortunately it contained 50 green shirts. You are very unhappy. . Call and complain. . Ask for a solution. . Agree and say goodbye. 143

Emrann Good morning/ everyone, and welcome to your 7.4 fust day of what I hope will be an interesting and useful course in online marketing. As you know, my name's 't Emrann Bhatt and I'm your trainer for the next two days. However, you don't know each other, so before Hannah Hi, Luc. we begin I'd like everyone to give a short presentation Luc Hi, Hannah. about themselves. OK? Veronique, you can go first. Hannah Luc, I want you to meet ]o Johansson. ]o is from Veronique Sure. Good morning, everyone. My name's the Bloomfield Foundation. Jo, this is Luc Akele, one of Veronique Denvir and I work for a medical charity. our area managers. In my job, I often deal with fundraising projects and advertising campaigns. So, for example, I'm currently Jo Nice to meet you, Luc. running a campaign to raise over a million euros for a Luc Nice to meet you, too. So tell me, what do you do at water project in cenkal Africa. I'm mainly based in Paris though I'm living and working in London for three the Bloomfield Foundation? months. Jo Well, I deal with fund applications. Emrann So why are you taking this course today? Luc That's interesting. I sometimes have to apply for Veronique We1l, my organization usually advertises in funding. traditional media such as newspapers and TV. That me.u1s most of our sponsors tend to be older people. fo Really? What do you do, exactly? But these days, more and more people are reading text and watching video online, so we aren't reaching a large Luc Well, I'm in charge of our sub-Saharan Africa part of the population. My problem is that I don't know enough about online marketing and I need to learn operations. about it quickly. So that's why I'm doing this course. Emrann Great. Thank you, Veronique, and I'm sure this Jo Sub-Saharan Africa? course can help you with that. Now, who's next? Luc Yes, I oversee projects and make sure that the money T,2 is well spent. So I report to our main sponsors. Jo I see. So, how much time do you spend in the field? ]oel So you're ... Veronique. Luc Well, I usually do five or six trips ayea\\ sometimes Veronique That's right. And you're ]oel. \\Arhere are you more. based? Jo Wow! That's aJot of time away from home ... |oel I'm a freelance consultant, so I work from my home Luc Well, I'm afraid I have to go now, Jo, but it was very in Bruges. But at the moment, I'm doing a lot of work in nice to meet you. the USA. Veronique Really? How often do you travel there? ]o Yes, it was nice meeting you, too. The work you are Joel Err, I probably go about once a month. It's a project doing is fascinating. for a pharmaceutical company. Luc Well, I'd like to keep in contact. Do you have a card? Veronique Is that right? My company works with Jo Sure. Here you are. pharmaceutical companies, too. But we're usually Luc And here's mine. looking for sponsorship on the projects we run. Jo Thanks. Coodbye. |oel Yes, well this one gives money to charities and non- Luc Goodbye. profit organizations. 2 Veronique That sounds interesting! It would be good to keep in contact, Do you have a card? Hiroko Can I join you? Dr Mayer Sure. Have a seat. 1.3 Hiroko Thanks. Let me introduce myself. I'm Hiroko Really? Watanabe from Head Office. Is that right? Dr Mayer WeIl, I'm delighted to meet you, Ms Watanabe. That sounds interesting! My name's Dr Walter Mayer. But please, call me Walter. Hiroko I'm very pleased to meet you, too, Walter. I see from your badge that you're with FPR Pharmaceuticals. Dr Mayer Yes, that's right. Here's my card. I'm responsible for their medical donations programme. I handle all the inter-government work. Hiroko That sounds very rewarding, knowing that you're helping so many people. Dr Mayer Yes, it is, although it involves a lot of negotiation, which can be quite slow. Hiroko Yes, I can imagine. Dr Mayer So which part of Japan are you from? Hiroko Actually, I'm from Brazil.I'm a third-generation Brazilian. Dr Mayer Oh, I'm sorry. I thought ... well ... Hiroko Please, don't apologize.I'm proud of my Japanese heritage ... Well, it was nice meeting you. Dr Mayer It was nice meeting you, too. And thank you for your interest in our donations programme. I look forward to hearing from you. Hiroko You're welcome. Goodbye, Walter.

7 4 I think, overall, employees at my comPany have a fairly A Hi. I know you have the day off tomorrow, but I've good work-life balance. A lot of us have to work long made a small mistake. I've given the day off to Mark hours and sometimes we work through the weekends, but we have a system of time off in lieu. So if you work a day as well. There's a big delivery tomorrow, so we need at the weekend, you can take an extra day off some other someone here. I asked Mark but he's arranged to take time. Last month, I worked over two whole weekends his children somewhere. Could you take your day off so I have four extra days. This really works well for me because I can add them to my annual holiday. The only next week instead? bad thing about this system is that there isn't any paid overtime. I often work late but I don't receive any extra B Yes, no problem. A Thanks. That really helps. Let me know which day you money. I think that's OK if you're a manager but not if want to take off instead. you're an ordinary employee. I think they should Pay us for working late or they should give us extra time off. 2.3 2 Mirella Hello, Mirella Lyrio speaking. Raul Hi, Mirella.It's Raul. We have flexible working hours, which is good for me Mirella Ob hi. because I have children. I can start work at eight in the Raul You remember Leif Gunnarson? We met him in morning and finish at around three thirty to meet them after school. And I also work from home one day a week, Stockholm last month. so that helps. Having flexitime and spending more time at home helps me feel like I have a life outside of iust Mirella Yes, he's with Skidbladnir Shipping. working. There is one problem with flexitime, though. Raul That's right. I thought i had him in my contacts list It means that I tend to work through lunch and I don't always take a break. Sitting at my desk all day probably but I don't. Could you give me his details? isn't very good for me, and most of my colleagues do the same. Maybe the company should tell us to take an hour Mirella Yes, sure. One moment. I've got his card here. off at lunchtime. Also, because so many people work Raul Great. Can I have his number? from home on different days, it makes it very difficult to Mirella His mobile or his office? organize project meetings, as there is always somebody not Raul His office. in the office. I think we need some core days in the week Mirella It's double 0 46. 967 . Double 5 6745. when everybody is in the office for meetings. Raul Sorry can you repeat that? Mirella Yes, it's double 0 46 for Sweden. And then 967 2.2 double 5 6745. 1 Raul So that's967 55 6745. A Hi. You know a few people are off sick this week. Well, Mirella Yes, that's it. Raul And do you spell his last name with one N or it means we're behind with some of the deliveries. Would you be interested in doing some overtime this double N? weekend? It'd be paid of course. Mirella Double N. So that's G-U-N-N-A-R-S-O-N. B Yes, absolutely! \\A/hat tirne do you want me here? Raul Sorry, was that E-R or A-R? Mirella A as in apple. So it's Gunnarson. 2 Raul Sorry. Canyou saythat again? Mirella A not E in Cunnarson. A Hi. Sorry to interrupt your lunch break, but can you Raul OK, thanks. Do you have his email? find this order for me? We were supposed to deliver it Mirella It's leif dot gunnarson at SBN shipping dot SE' yesterday but I think there was a mistake. You know you can find all his in{ormation online? Raul Right, of course. What's his company's web address? B Yes, sure. Mirella It's www dot SBN shipping dot SE slash sales. A Thanks. Finish your sandwich first, though. The SBN is in upper case letters. 5 Raul OK thanks, Mirella. A Hi. Can you help me with something? I know you're Mirella No problem. Is there anythhg else? Raul No. That's everything. Thanks for your help. about to go home but this order just came in and the other driver is sick. Can you deliver it on your way home? B Well, I'm actually going out this eveningbut ... OK ... Yes, I suppose so. A Thanks. I really appreciate it.

So this is my project - a centre for senior citizens. We 3.4 have to finish by the end of the week and I think we'll 1 Are you back on track agarn? meet the deadline. We fell behind schedule because of Thanksgiving, but we managed to catch up last week and Yes, I am. In fact, the whole project is ahead of schedule we're back on track now - we might even finish ahead of now. schedule. 2 Did you email me the schedule? It was hard at first, knowing how to allocate resources Yes, I did. I sent it two minutes ago. - you know - who does what, when, how much it will cost, etc. I have managed to stay within budget, but only 3 Have you retumed your feedback? just! No, not yet. Sorry, but I've been really busy this week. I think the key thing I've learnt is the importance of 4 Can we meet for an update? delegation. I try as much as possible to delegate tasks and trust people to get on with them. If I tried to do everything Yes, OK. I'll come to your office right now. myself, we'd never finish on time. Teamwork is essential and I get updates from people every two days, so that I 3.5 don't lose control of the project. Ramon OK. The last thing we need to discuss is Xavier. As I'm very happy with the project - so far, things are going you know, Xavier could be away on sick leave for a few weeks, or even longer. Xavier is project managing the according to plan. So, fingers crossed for the last few days. opening of the new branch, so for the time being I need everyone to help out. Sue, you've already done some 3.2 work with Xavier on recruitment. Can you update me on that? Judith Hi, Dawud. Have a seat. Dawud Thanks. Sue Sure. We've recruited all the frontline staff but ]udith I'd like to get an update on the project and check we're currently looking for someone to fill the post of manager. The interviews are next week. I can do the all the deadlines so far. interviews on my own but I prefer to interview with Dawud Sure. Well, I've agreed the approximate someone else. equipment costings with finance. Judith. That's good. And did you place the order for the Ramon Eloise, is that something you can help with? Eloise Yes, no problem. What are the dates exactly? equipment yesterday? Sue It's next week. Dawud No, I didn't. As I said, the figures are only Eloise Next week! \\A/hat? All week? Sue Yes. Though we won't interview on the Friday approximate. That's because some departments haven't sent their requirements yet. We can't order until we because we need a day to review all the candidates. have their final requirements. Ramon I'd like you to help if possible, Eloise. ]udith \\A/hich departments? Eloise OK. I'll do it. But I need to postpone a few other Dawud Marketing and IT. |udith But they've had three weeks to decide! things, though. Dawud I know. I've just emailed them another reminder. Ramon Thanks, Eloise. It really is very important. Judith OK. And what about the plans? Has anyone given Sue Ramon, there is also the induction training for the their feedback? new frontline staff. Dawud Yes, I've already received it. Ramon OK. lA/hat's happening with that? Sue Well, Xavier scheduled it for the week after next. I'm ]udith What? From everyone? Dawud Yes. Everyone replied before the deadline and afraid I'm on holiday that week. I'd postpone it, but I've booked my flight and everything. overall they were very positive ... Ramon I'd do it, but I'm away as well that week. Can anyone else help you or do we need to cancel it? 3.3 Eloise Sorry, but I've never run induction training before. Ramon Derek. Would you like to help with that? Dawud Hello? Judith Hi, Dawud. ]ust calling to see how things are Derek Sure, I'11 do it. I've run that training before, so it going.Has the new equipment arrived yet? should be OK. Dawud No, it hasn't but I've just called the supplier and Ramon Great, thanks, Derek. Can you speak to Sue the truck left the warehouse this morning. It'll be here afterwards about the details? Derek Sure. around four o'clock. Ramon So, let's check we all know what we're doing. fudith Did they deliver everything else on schedule? Eloise is going to interview with Sue all next week. Dawud Yes, they did. We've unpacked most of the boxes And Derek is going to run induction training the week after. Let's meet again in three weeks'time to review the already. situation. I might know more about Xavier by then.

't 4.3 The new system is quite well designed. You log in and look \\vVhen we asked businesses about software installation, we at a calendar for each room. The system of colour coding received well over one hundred responses. They gave the helps you see if a room is free. Then you reserve the room. following answers. Nearly a third uses the company which There's also the option to invite people to the meeting, supplied the software. Then, about half of them have an which is a useful idea but it isn't always accurate. I had in-house person or an IT department to do the job. And to email one person again because they didn't receive the the number of respondents who employ an external IT invitation. company/ but do not use the software supplier, was a little 2 under 15%. Last week, I spent over 90 minutes in the queue. The whole system is so time-consuming. They've even introduced 4.4 a new self-service system which enables you to put your A Hi, everyone. I'm here to talk about the new software. passport on a screen and walk through. It looks fairly user-friendly, but guess what happened when I used it? Well, the main benefit is the payroll feature. It's a It wouldn't recognize my passport and I had to wait for lot more accurate because it automatically knows someone to come and let me through. how many hours you've worked each month. With the current system, one of the problems is that your J manager has to fill in a form for each of you. It's very I work at a university *d we're lucky to have some new time-consuming and it's easy to make mistakes. But childcare services. Parents can drop their children off in the with this new software, it's better for everyone. morning and pick them up later in the day. Plus you can see your children at lunchtime. The staff are so friendly, B \\A/hat happens if I forget to log on in the morning when and it's a very secure environment for the children. It's great because it allows employees to keep working full- I start work? It means I won't get paid. time. A That's a good question, but you can choose between two 4.2 systems. Either you log on and log off or you can set A Well, the real reason I'm calling is just to check how you your computer to do it when you switch on or switch are getting on with the new version of the warehouse off. management systems software. Do you think it's better? B But wouldn't that require us to have to adjust the B Oh, it's very good. Overall, it works a lot more settings on our computers? It's not ideal for those of us efficiently than the old version. who aren't so good with computers. A That's great to hear! How about the new customer- A It might seem that you'd need to adjust your settings, profile system? Have you noticed any improvements but in fact the software can do this automatically if you tell us which system you would prefer, so you don't there? have to do anything different to what you usually do. B Err, yes, a little. Though I didn't think there was B I see. I suppose that makes it easier. C I have a question, too. \\Atrhen I'm overseas, will it let me anything wrong with the old version. You could find a profile almost as easily. log on from a hotel? Because otherwise my manager won't know if I'm working or not. A Well, you should be able to add more details and the A That's true, but there's a mobile app. So you log in on options are a lot more useful. your phone anci it sends a uressa6e. B Ah. There is one small difference I don't like, and that's C I'm not convinced that it's possible to do that every time the new order form page. it requires more information, you're abroad. so staff are filling it in a little more slowly. I'm sure they'Il get faster with practice, but is it possible to delete A Of course, I understand that sometimes there might be a some of the options because we really don't need them problem, but you can still talk to your manager and let all? them know you had a problem. After a few weeks, I'm sure you'll find it much easier to use than the current A Yes, that's easy to do. You need to click on main settings system... and press the edit function, then ...

Audio scripts 5.1*5,6 Giray Hi, Anita. Ttds is Giray. I'm sorry, but I'm busy Elena On Monday? I'm afraid I'm always busy on next Monday evening/ so I can't meet you personally Mondays ... I can't make it that day. How about at the airport. When your flight arrives, a driver will meet you. Let's plan to meet in your hotel reception on Tuesday? Tuesday morning at around eight thirty, because we're Sergio The 1st? meeting the first client at nine thirty instead of eleven. Elena Yes. By the way, do you intend to check out in the morning Sergio Sure. That suits me. Is two o'clock convenient? or are you staying another night in Ankara? I'm afraid I'm not free in the evening, but I can book you an Elena Err, can we make it later? At three? excellent restaurant near the hotel for dinner if you are Sergio Fine. So that's Tuesday the first at t]-uee. I'll confirm staying. It opens around eight, I thirk. Anyway, let me know your plans. it by email. 5.2 Elena And I'll send you some more details about us with a 1 I'm sorry, but I'm busy next Monday evening. map of where we are. In fact, there's one on our website. 2 l'm sorry,but can you repeat that? It's www dot ... 3 I'm sorry to keep you waiting. 4 I'm sorry but the traffic was terrible this morning. 5.5 5 I'm sorry, but can I say something at this point? On Monday? 5.3 The 1st? At three? 1 I'm sorry, but I'm busy next Monday evening. 5.6 No problem. How about Tuesday instead? Elena Hello. Elena Schenker speaking. 2 I'm sorrybut canyou repeat that? Sergio Hello, Elena. This is Sergio from FTF Fitness. Elena Oh, hi. Nice to hear from you again. Sure. It's A as in Alpha. Sergio Sorry for calling so late in the day. Elena That's OK. I've only just got back to the office. 3 I'm sorry to keep you waiting. Sergio Is this a busy time for you? Elena It's our busiest season with all the skiing. Not to worry. We haven't started yet. Sergio Of course. Anyway, it's about next Tuesday. I'm 4 Imsorry,but the traffic was terrible this morning. afraid I can't make it. Can we move the meeting back a day? That's OK. There was a problem with my train as well. Elena To Wednesday? Sergio Yes, that's right. 5 I'm sorry, but can I say something at this point? Elena Erm. The afternoon is free. Of course. Go ahead. Sergio Great - there's a train that arrives at one thirty. So 5.4 after lunch? At two? Elena OK. So that's Wednesday the second at two o'clock Sergio Hello, Sergio Boccherini speaking. Elena Hello, Mr Boccherini. You probably don't remember then. me but we met at the trade show in Geneva last month. Sergio Thanks. And sorry about that. I visited your stand and I have your card here. Elena No problem. See you then. Sergio OK, great. Sorry, what's your name? Sergio Bye. Elena It's Elena Schenker. I'm Head of Facilities for the Altenhof hotels in Switzerland. Sergio Oh yes. I remember. You were interested in some of our gyrn equipment. Elena That's right. As I told you at the time, we've recently received mixed feedback on some of our hotel fitness facilities. [r particular, some of the machines need updating. Is that something you can help us with? Sergio I'm sure we cErn. \\A/here are you based exactly? Elena I'm at our head office in Bern, but what I need first of all is some idea of prices. Sergio Well, I can email you a brochure and some details but it's difficult to give an exact price without a meeting. One moment. I just want to check something ... I am actually coming up to Switzerland next month. Elena Really? Can we arrange a date to meet? Sergio Yes, I have a meeting with some other clients in Geneva who I met at the same trade show. It's on 31st January. That's a Monday ...