SB_BR2nd_Elementary

Language at work 1 You are on the stairs. Look at the plan and complete GRAMMAR REFER the sentences with the words from the list. Cafeteria above Sa les Fi na nce Production Logistics on the right on the left behind on in next to between infront of _1 Production is HR. in front of between 2 Finance is Logistics and IT. 3 You are the first floor. 4 The water fountain is the cafeteria. 5 Logistics is 6 Marketing is the last door on the left (of) on the right (of) 8 Marketing is the cafeteria. Sales On the third floor On the second floor 2 Read these directions and look at the plan and information in 1. Where do the directions take you? 1 Start at the stairs. Co past HR and then turn left. 2 Go left out of IT and along the corridor. They are in front of you 3 Go out of the cafeteria, turn right and go into the room. 4 Go into the lift and up one floor. 3 Correct the mistakes initalics. Business Tower. JEB Electronics. Our offices: W2e are in 1 the 15th floor. Lifts are in front turn lefltle-cienp3tio-n. the lift to the 15th floor and Take the right is a coffee area. Prepositions of movement oaNrleoebenxtwntae7e-nt-no\"f .6o-fttfhh\"e\"emeetin*semaroeoiesmtiinmogenreovtooinmuqirairenohdotm.th.ewGeo stairs. Finance and HR are belowT To give directions. on the L6th floor. Car parking is underground - aboaeS offices. Ask for a pass at the security desk on right 9 before you drive in. along down

Working with words Business communication 1 Complete the sentences and use the answers to 1 tvtat\"h 1-6 to a-f to make questions and sentences. a Monday. complete the crossword. 1 Can we arrange 2 \\Atrhat time - b good for you? 3 I'm free on - c a meeting? 4 Sorry, - d at lunchtime? 5 Is 10.00-a.m. e are you free? 6 Are you free - f I'm busy then. 2 Underline the c-orrect expressions in italics to complete the conversation. A We need to discuss the sales conference. lcan zoe arrange a meeting? / I can't meet on Tuesday. B OK, zis Thursday OK? / I can't meet then. A Oh, no,sare you busy at 5.00 p.mJ / sorry, I'm busy then. B OK well Wednesday's no good for me, but 4l can't 1 As a doctor, I must be about the /meet then. are you free on Friday? /A Yes. Friday's fine for me. sls 17.00 a.m. OK? medicines I give to my patients. (7 letters) 12.00 is good. 2 My project manager often has problems to deal B 11 a.m. is good. with, but she is very and usually solves A Great. See you on Friday, then. them. (9letters) 3 Complete the conversation with the expressions 3 I spend a lot of time looking at numbers and from the list. budgets. It's not always easy to stay can't meet Wednesday's good Wednesday OK (7 letters) onAre you busy lMat time are you free We need to meet about is fine 4 \\A/hen I started in my company six years ago, I wasn't very but now I know all about the problem with the the job. (11 letters) product design. 5 In my job, you have to think quickly and be really B Yes, of course. (9 letters) with the 6 lt is imoortant to stav customers. (8 letters) B 2.00 p.m. is 7 People don't always understand about IT, so I have to be when I try to explain how things work. (T letters) 8 \\A/hen we interview for new advertising executives, we look for people who are (11 letters) 2 Complete the conversation with the phrases from for me. the list. inisn't very good has a lot of experience good at indoesn't haoe any experience a qualification in A We're looking for an advertising assistant and we have a strong candidate. She has marketing, She is imaginative and energetic, but she our product range. B I don't think that's a problem - she can learn that. She's 3 organizing and planrdng. I saw some of her work at the interview, She also a managing people. presenting - she was terrible at the interview. B She can do a presentation course to help her though.

Language at work 1 Complete the email using the present continuous form of the verbs in brackets GRA MM E rER E P n u us Subject: New position questions/update Form Hi Max, Positive: Subject + am / is / are + -ing Here's some information about the new I amf'mwritingthe monthly rEort. position: He is/'s workingfiom home. Talvinder can't take the new job They are/'re meeting the MD. because she 1 Negative: Subject + am / is / are not + -ing (finish) her university studi es. We I am not / 'm ttot ruorking at home todny. 2 (contact) some of She is not / isn't hauing her lunch. the other applicants from the interviews last You are not f aren't talking to Security. week. Questions: (Question word) + am / is / are + subject + Janis 3- -ing? (check) their qualifications again and I Am I working with the new customer todayT ls it raining today? 4 (arrange) second Are we looking at the right report? int\",.ui\"*.. w\" 5 Short answers: Don't repeat the main verb. (not invite) applicants from abroad - this A Am I working with the new customer today? takes too long. B Yes, yoLL ere. A Are zue looking at the right report? I need some help from you with the B No, we aten't. 6int-erviews - do you have time or Spelling gou ptan) the HR Most verbs: add-ing to the verb conference at the moment? Please let me study + studying / start + stqrting know. Verbs ending with -e: replace -e wit}. -ing Regards, arriae + arriaing F Verbs ending with vowel + consonant: double the last consonant and add -lilg 2 putthe conversation in the correct order 1-7. a _ I know, but Konrad is waiting for this. stop + stopping Anyway, what's Abi's news? Use b Are you coming to the meeting now? To describe an action or event in progress around the c -_ He's helping set up a new sales office in time of speaking. Cape Town. Are you working on any interesting new projects? d _ No, sorry. I'm working on this presentation. To describe an action happening at the moment of e Well, he isn't managing the sales team any speaking. - more. A lNhat arc you doing? f But Abi is here from South Africa - he's only B We're checking all the new application forms, - staying three days. I \\A/hat's he doing now, then? 3 Co-rrect the mistakes in 1-6. 1 \\Atrhere Zoran and ]udith going? 2 They're do a course on presentations at the InterContinental today. 3 Are you go to the party? 4 Does he working in Paris this month? 5 We training to become software engineers. 6 Are they stay at the Dorchester Hotel? Fo-

Working with words Business communication 1 Complete the email with the words from the list. 1 Underline the correct words in italics to complete up-to-date fast wide low friendly hxgh the conversation. Our 1 range of products is of A I have two quotes here for office printers. It's quality and we always offer difficult to choose one. 4-prices. We produce our products B How do they lcompare / better? using modern machines and A Lexi is2dffirence / similar toSamsonic. B So what's the3dffirence / compare? technology. You can see all the products in A The aadvantage / better of the Lexi is it works with a 6-our brochu re and read about our 5 wireless network. delivery times and customer B That sounds good. service. A Yes, but it's more expensive. Please call us or order online. /B The Samsonic is cheaper, but the scomparison 2 Choose the correct adjective (a, b or c) to complete disadrsantage is it is more difficult to use and isn't 1-4. wireless. 1 We use technology to build our systems. A l6choice / prefer the Lexi - it's a higher price but a frien-dly b low c up-to-date better for our office. 2 Don't buy from BNS, their prices are too c ba-d. B OK. a high b fast 2 put this conversation in the correct order 1-7. The 3 We have a choice of products. c high first and last lines are correct. a up-to--date b wide 4 Our new offices are in a location. a 1 A I have two hotels that look good. \\A/hich a slow b go-od c wide should we book? 5 We offer a delivery time for urgent orders. b B Let's choose Mercure - breakfast is a fast - b expensive c good - included, we have transport and we can get 6 They are expensive, but they produce a taxi to the centre of town. products. b bad --quality c high c A Well, Mercure is similar to Ibis. Mercure has a wide - breakfast included, but Ibis doesn't. 3 prrt the letters initqlics in the correct order to make d B How do they compare? e - A Exactly. But the disadvantage of Ibis is it words to complete the presentation. - only has a suite free - no single rooms. We are very competitive and are number two f B So we don't need a hire car? g - A Yes, breakfast is good, but the advantage of in the market. Why? We offer findlrey customer service. We can guarantee a fast - Ibis is its location. It's more central. h B Well, I'd like breakfast in the price. i - B Oh, does Mercure have single rooms? j - A Yes, and the advantage of Mercure is we can - have free pick up from the airport. k 11 A OK - I'll book it. 6also in a odos location for our customers.

Language at work 1 put the adjectives from the list in the correct Compa category 1-3.Then add their comparative forms. Form friendly expensiae low experienced easy dfficult fast cheap One-syllable ecti adjectives) Comparative Adjectives ending + -er (also two-syllable consonant: faster Adjectives ending wider Adjectives ending in -y: replace the -y with-ier 2 Correctthe mistakes in 1-8. +e7SY easiet 1 easylet is often more cheap than British Airways. Long adjectives - two syllables or more 2 Vodafone offers a gooder service than my phone Put more before the adjective. The adjective doesn provider. change. 3 Our office is in a more expensive location like our ldffiuilt more dfficult comoetitor's. Irregular adjectives 4 Spanishis easyer to leamthanJapanese good + better 5 Our customers are often more experienced that our bad + worse technicians. Use Use comparatives to compare two or more things or 6 The competitors offer more lower prices than us. people. 7 The new mobile phone is more difficulter to use Shoppitrg online giaes you a wider choice of products and cheaper prices than shopping on the high street. than the old model. Than 8 Their customer service is worser than before To compare two things use than after the adjective. 3 Complete the text with the words from the list. ADaer.uoo is cheaper than an Audi. Safitel is more expensiae than Noaotel. Express deliaery is faster than standard deliuery. fmrioerend(xli2er) higher expensiae wider than easier betteru)orse Report: Our market position in comparison to our competitor in the supermarket business. . 1-Our products are often expensive, but we 2- 3-offer a choice them. . 4-thanQuality of our products is always . 5_Their sales staff are well trained and theirs. 6_experienced than our shop assistants. than the o Customers say our staff are competitor's. locations, but we are r Our stores are in more 7 '_ to find than the competitor. e- 10-o ln conclusion, it's not possible to say we are or than our competitor. We have different qualities.

Working with words Business communication 1 Complete the email with the words from the list. 1 Complete the conversation with the expressions decisions ideas solutions from the list. problems in a team meetings Do you think I think IMat do you think my opinion Yes, I agree Subject: My new job! advertisement? about our new it's the best one so far. g2 Hi Xander, My new job's great - l'm so glad I moved enough? the picture is big . the loeo departments. ln this job we work 1 A Oh ves. but in s fmli'nmadkteh2e3- a-ssistanftotororotsuhorelvcetuescthonmiceiarsn.sI who should be smaller. don't it's my job to tell the team about changes 2 putthe words initalics in the correct order to and new systems. Sometimes I attend continue the conversation from 1. where we work together to Bl/agree/ don't 1 develop for the future. lt makes a nice change to be part of a team How's your job? i Anot/l'm/sure/so B I/we/should/thinkL- 2 Complete the sentences, then find the words in the make the packaging more interesting with the same word search. A colours. 5-. It's not 1 I usually a meeting every Tuesday. true / That's 2 Itwasa decision to close the factory. the most attractive box for such a great product. 3 I called the Helpdesk because I had a 3 Underline the correct words in italics to complete problem. the conversations. 4 Our bosses want us to solutions to our 1 A What's your opinion? customers' problems. in a team. B That's true. / Well,l think ... 2 A I think we should change suppliers. 5 We have more ideas whenwe B What do you think? / I'm not so sure. -6 At the brainstorming meetings we _ ideas 3 A I don't think that's a good idea. for marketing campaigns. B I disagree. / ln my opinion. 4 A \\A/hat do you think? 7 Lenny had some ideas for the team- B That's true. / ln my opinion, ... building weekend. 5 A In my opiniory it's a waste of time. 8 Roberto must the right decisions so the /B I think we should. Yes, I agree. project doesn't cost more money. 9 We have ten urgent orders and there's a transport strike - we don't know how to the problem. 4 Correct the mistakes in 1-5. 1 \\Atrhat you think? 10 The company doesn't allow Internet surfing - 2 That true. that's HR's 3 Do think our company is the best? decision.- 4 I not so sure, 5 My opinion, we should stop production.

Language at work 2 prrtthe adjectives from the list in the correct row Form 1-13 in the table and then add their superlative One-syllable adj ectives (also some two-syllable adjectives) forms. f*rt good friendly high nice expensiae big up-to-date wide small bad eas7 old Adjective Superlative Adjectives ending il -y: replace the -y with -lesf double consonant + -esf 1easy the easiest , y + -iest Long adjectives - two syllables or more most + Put the most or tlrc least before the adjective. The adjective doesn't change. irregular dfficult + the most dift'icult 3 ti\"t (/) the correct sentence, a or b. +expensioe the least expensiae 1 a That was the most important decision of my Irregular adjectives whole career. +good the best b That was most important decision in my whole bad + the zuorst career. Remember: the is always used before the superlative. Alternatively, a possessive form can be used instead 2 a I think Gina has the goodest marketing idea. of the . b I think Gina has the best marketing idea. This is our smallest factory. 3 a My mobile phone is the most up-to-date I could Use find. Use superlatives to describe the maximum or b My mobile phone is the most up-to-datest I minimum. could find. lohn's idea was good. lngrid's ideo was better. But, of tlte three, Ling's idea ittas the best. 4 a Our competitor is the bigest company in the 1 Complete the conversation with the superlative market. form of the adjectives in brackets. b Our competitor is the biggest company in the A We need to book the hotel. We've got a few market. to choose from. Which one do you think is 5 a That Internet provider is the most expensive, but (good)? offers the bestest service. the Meridian is 2. b That L:rternet provider is the most expensive, but (easy) to get to, and it's 3. (modern). offers the best service. but it's also a 6 a The German manufacturer makes the highest- (expensive) quality goods in our field. b The German manufacturer makes the most highest-quality goods in our field.

Working with words Business communication 1 Match 1-5 to a-f to make phrases. 1 eross-eut the one incorrect response in 1-4. 1 credit- a service 1 A How was your meal? 2 exoirv b call /B Very nice, thanks. / Very delicious. 3 room- c card Delicious, thanks. 4 wake-uo d number 2 A Could I have the bill, please? 5Intemet- e date B Sounds good. / Certainly. / Sure. 6 card- f access 3 A Would you like a dessert? 2 ACoGmopoledteevtehneinmg.isDsoingyowuohradvseinantyhe1cvo-n?versation. B No, thanks. / Yes, please. / No, I don't. B Yes. Would you like a or double room? 4 A Do you like sushi? B Yes, I do. / Yes, please. / Yes, I looe it. A Double, please. 2 Complete the conversation with the correct words. A Hello. Are vou 7 to2 ? B 3O4Kfi--,.wIte'shavebraedaok1fu2a0bsltde.orlolaorms on the tenth and the price B Yes, thanks. I'3- have the spaghetti A That's fine, thanks. I'll take it. bolognese, please. I's- C Mmm. The steak 4-good. B 5OK5, do you have a credit card? We need one to like the steak and fries, please. the room. B Do vou 7 you like any side dishes? A Of course. Here you are. anv salads? B Thanks. Please sign here. Here's your keycard. Is A Yes, we have a green salad. B oK, I'il 8- there anything else I can help you with? one of those, please. A I need to get to the airport for 8.00 a.m. tomorrow we have two colas, please? moming. Can you order me a6t-? B Of course. Which 7t-at the airport? B i1- A Number 2. me? B O\\AKtrh.aTt htiernteaxdiowviollube8hsere at 7.30 a.m. A Yes? A breakfast? B Could I have the 12 please. B From 5.00 a.m. One 14 , please A Thanks. 3 prt the conversations in the correct order. B There are towels and a 1os- in the bathroom, and there's a in the 7 A wardrobe. And where's the 111-? Great, thanks. a Would vou like a side dish with that? b Yes, I'll have a four seasons pizza,please. B It's just over there on the left. c - Are you ready to order? d - No oroblem. A Thanks. e No, thanks, but I'd like a glass of mineral B Have a nice evening! water, please. How was your meal? - Would vou like a dessert? And could we have the bill, please? - Sure. - No, thank you, but we'd like two coffees, - please. f Verv nice. thanks.

Language at work 1 Make sentences from the prompts usinggoingto. G 1 They / visit / their customers. Going to 2 I / not / ask / Patrice to help. Form 3 We / take / Tuesday off. Positive: Subject +ilm IS are + to + verb 4 It / not / raintoday. I am/'m going to aisit the new customer. 5 you / discuss / the conkact at the meeting? He is/'s going to write the next presentation. 6 I / see / losd at the con{erence Thry are/'re going to work in Brazil. 2 Match L-6 to a-f to make sentences. L Franz is going to meet us at the airport before we Negative: Subject + am / is / are nat + going fo + verb leave _ 2 We're going to arrive early at check-in _ I am not / 'm not going to take the job. 3 Samir is going to come to the airport _ 4 fake is going to attend the con{erence _ She is not / isn't going to lcaae the company. 5 We're going to work late _ 6 I'm going to contact our suppliers _ We are not f aren't going to haae a meeting about this. a to find some new customers. b to take us to our hotel. Questions: (Question word) + am / is / are + subject + c to miss the queues. going to + verb? d to give us our visas. e to ask about the order. Am I going to come to the nteeting f to finish the presentation. Why is he going to talk to managemen 3 Correct the mistakes in 1-8. 1 The airline is going cancel its flights. Are you going to uisit the suppliers? 2 Silvia going to attend the meeting instead of me. Short answers: Don't rcpeat going to. B No,he 3 Marco are going to confirm his flight details A Is he going to talk to management? tomorrow. A Are you going to aisit the suppliers? B Yes,l a|n. 4 I'rn going to not finish the report by tomorrow, USC 5 Are you visit ]ess while you're in New York? To talk about a general plan for a future action or event. 6 Timo's going to call the suppliers for to cancel It is used to mean the same as I atn planning to ... There is not necessarily a fixed time in the plan. the order. l'm going to oisit Toronto. 7 Are you going to hold a meeting to discussing the We arcn't going to eat out in the eaerung, Are you going to take Friday ,tr? IT problems? lnfi n pu rpose 8 Franz isn't going take the new job. Add an to say Tohy you are doing something. We're gomg to meet our suppliers to discuss They're to spend dny New York to find u neu) office. l'm going to leaue the ffice at 3.00 p.m. to collect my wife from the airport. Eo?-

Working with words Business communication 1 €ress-out the word in 1-5 that doesn't match the 1 prt the words in italics in the correct order to noun in bold. complete the conversation. 1 tight /busy / fast schedule A We have a few problems.The / that / is / situation 2 busy / annual / quiet period the ordering system 3 public / time / annual holiday 4 tight / busy has crashed. deadline B OK, we have a back-up and the technicians 5 annual / time off are working to fix it. The / to /is/aim 6 public / annual leave 2 be working by lunchtime. 2 Klurrs works for Pioneering a seed company. He's A Well, we need to hurry. talking about his job. Replace the phrases in bold B W32hy? INhat / deadline /'s / the with the phrases from the list. annual leaae deadline long weekend public holiday A The courier arrives at 1.00 p.m. to some time off busy period 4collect the goods, so why / we / don't finish the We have a lot of work orders we're at the beginning of the year. The shops need working on? New orders will have to wait. I'11 put 2the seeds in February and our final date a notice on the website to inform customers. to set the seeds readv 5-B Good idea. So / summarize / to the current orders are is the end of ]anuary. It doesn't give us much time. OK, but new orders aren't. Is that right? I try to take a break 4at Easter, and in May we have a national day off 2 Complete the conversation with the expressions . so I usually take from the list. a5h-.oliday from Friday to Monday In the How much time do we needfor Let's summer the tol'm going We'ue already company closes for two weeks and we all have our 4 i sDent two davs on the oresentation and holidavs 6 3 Complete the email with the words from the list. the meeting is tomorrow. timetable annual conference busy schedules B 2-the graphs and quiet period tight reminder figures? A Well, I'm waiting for Alexi to send them to me. call him and give him a deadline, Subject: Next week U nf ortu nately, - - - is two weeks behind. now looks is the meeting? for the sales report. I know we all have 5 at the moment, _ _ is to sign the contract by March. but I wanted to ask if I could give you the _ - - we call the customer? report a week late. The week after next is _ _ to finish on Friday. tobea6. is that the soods are late. me, so I will have time to do it. for the deliverv? Thanks, happv with that date? Paulo we call John and ...

Language at work l- Read the list of tasks then complete the email, saylng what you have (/) and haven't (X) done GRAMMAR REFERENCE * Finish the report lor Ajax' / Form Positive: Subject + haae/has + past * Call our suppliers. X the buffel receplion' / * Finalize the menu for I haoe ordered some more ffice paper. Book hotel rooms for our Thai guesls' { He has sent the inooice to the wrong person. * I Negative: Subject + haae/has not + pastparticiple* * Send the timetable of the visit to the guests' We haae not receizted your payment. * Check lrends emails. / She hasn'tbeen to Nepal. Questions: (Question word) + haae /hns + subject + * Cancel lrenas flight to Sweden' X past participle* Haoe you contacted the suppliers? Dear lrena, Why has he gone to Canada? Short answers: Don't repeat the past participle* I have been very busy, so I haven't done everything you asked. A Haae you contacted the suppliers? B Yes,Ihaoe. .11 the report for Ajax suppliers. *past participle . l2-our menu for the buffet . I 3-the For regular verbs, add -ed to the verb, as for the rules for forming the past simple (see Practice file 5 on reception. page 95). ' | rooms for our Thai Use guests. To talk about an action in the past that has an effect on 5 the present. . the timetable of the visit to the 1 I haae finished the report and giaen it to my boss. Action in the past = frnish the report, give it to my boss gue-shtsotel Effect on the present - the report is on my boss's desk .96 your emails. Never use the present perfect to talk about an event in . 17 your flight to Sweden the past with a time expression (see Practice file 6 on page97 for time expressions), , Regards 2 Complete the conversation with the present perfect form of the verbs in brackets. 4 t ,vou / send) the order vet? B No,I2-(have / not). A lAtrhv not? I3 (post) them the invoice already! B The order's not ready. The Production Department 4 (have) some problems. A Oh, I 5- (not / speak) to Jeff from Production today, so no one told me. B machine 5 (break down) and (not / fix) it yet. A OK, I'll call the customers and explain. 3 Correct the mistakes in 1-5. 1 They haven't the order completed. 2 A Have you done the holiday timetable yet? B Yes, I done 3 Mikhail haven't replied yet. 4 A Do they have confirmed the hotel booking? B No, they haven't 5 I've work in IT development and on the helpdesk. 6 Thiery's took the last car from our car pool. 109

Com m un icatron activities 8Unit 1 | Language at work, Exercise Unit 2 I Talking point, Task Student A Student A Ask and answer questions about the people below. Use Company: some of the information from the list to complete their profiles. Produces: trains and trams Nationality: Germany lT companies TUX Managing Director Head office: restaurants Brazil Spain Receptionist Number of employees: supermarkets Excel Example: Is Renatefrom Germany? Exoorts to: flffifl nenate 1 The paper company is Japanese. 2 The company with its head office in Tokyo has 13,000 employees. 3 The fruit company's head office is in Cape Town. 4 Chrysler exports cars to Europe, China, Mexico and Canada. nEilft{ Ramiro and Carmen L You want to order some satnavs for your company. Call Pacific Exports Head Office your supplier, Student B. Use this information to make 62 Bay Rd your order. Wellington Your company: FR Logistics New Zealand Your company address: 26 Mill Road, Durban, [email protected] South Africa,4091 Your email address: [email protected] You want to order: 15 satnavs Product code:2828N You want: . delivey as soon as possible o to pay by credit card . the supplier to confirm your order by email 2 You work for a supplier of kitchen products. Student B calls you. Use this information to take their order. Product CF72 is in stock. Customers can pay by credit card. Delivery is free. You want: e the customer's email address . the delivery address Unit 10 | Practically speaking, Exercise 4 Student B Here is your news. Tell your partner. 1 Your favourite colleague is leaving the company. 2 Your company won a new contract yesterday. 3 No one's receiving a pay rise this year.

Communication activities Vienna, Austria Unit 5 | Language at work, Exercise 4 In the centl-e of Europe. StudentA , 1 You weren't at a presentation last week. Your partner I SevenW airlines to 180 destinations in over , was. Check if the report below is correct. 60 countries. Example: Was the presentation onTuesday morning? i Road and railway connections to Central European countries. Presentation: Future plans Sixteen minutes from airport to city centre Time: Ttresday morning (?) by train. Present: Jan, Lydia,Janusz, Carlos (?) Venue: The conference room (?) Fast public transport. Small city centre - Speaker: Managing Director (?) good for waiking. 2 Now answer your partner's questions about this report. Conference I Thr\"u conference centres, e.g. Austria facilities Centre Vienna with 180 meeting rooms for Presentation: Profits for this year Time: Wednesday morning 70 to 4,320 people. Present: Jan, Lydia, /anusz, Carlos, Piotr 85 conference hotels. Venue: The conference room Speaker: Financial Director Cost High Vancouver, Canada Location Transport to the city Conference Unit 5 I Working with words, Exercise 9 facilities Student A Cost 1 You are away on a business trip. Student B has two emails for you and calls you for help. Ask what the emails are about and give the following instructions: r Email 1: Reply and attach electronic copy. It's in the folder marked'Newbroch'. . Email 2: Forward it to HR and reply to the applicant. 2 Student B is on a training course. You check his or her email. Call Student B and explain the emails. Ask what to do. Make notes and check you understand. Can you send me a copy of the Finance report? Thanks. Giil With reference to our order (see attached) tor 20 of item P-166, we only have 10 boxes. Where are the other 10 boxes? Felicia Hildebrandt

Communication activities Unit 5 I Language at work, Exercise 8 Unit 6 | Practically speaking, Exercise 4 Student A Student A 1 You received this message. Ask your partner for the 1 Look at these pictures and answer your partner's missing information. Use the question words in brackets. questions about this trip. Vr 1imons called at (When ...?) -a.m. ?le a o e c all him b a ck if y ou w ant him t o sp e ak at the conference. 2 Now answer your partner's questions about the information in this phone message. From: Mr Koch Time:2.OOp.m. S ubje ct : T rip to G erm any laat w e ek. Meesage: Hans was sick - another meeLing next, month. Read more information about the problems in the email. 2 Now ask your partner questions 1-5 about his/her trip 1 How was the journey? o Astrid, the receptionist, is sick today. o You called IT about the printers, but no one answered. 2 How was the hotel? o You didn't remember to book the tickets. 3 How was the food? 4 How was the meeting? r You can buy Ellen a leaving present. 5 How was the city? Now call your partner. Unit L2 I Language at work, Exercise 7 1 Explain and solve the problems together. Student B 2 Promise action. Here is a list of your tasks for the week. Ask Student A if You are responsible for printing and postage. The printers need about three weeks. he/she has done his/her tasks and say if you have done You think it's going to take about two weeks to send the yours. brochures out to customers. You have annual leave between 10th October and 17th Example: Haae yotl ordered a new coxtputer? October. Discuss the final schedule and write down the stages with You Done? Student A all the irnportant dates. book venue for annual no order a new computer? conference? write minutes for team no ship delivery to meeting? Argentina? organize meeting with yes call clients about new union rep? product? ask bclss for some time no email new brochure to oft? clients?

Communication activities Unit 7 | Language at work, Exercise 3 Unit 6 | Business communication, Student A Exercise 7 1 Describe this company plan to Student B. Student A Role-play these situations. Example: The cafeteria is below Sales and Marketing. 1 lt's the first moming of an annual conference. It's your rketing n first time at the conference. The first session is in Room IT 725,but where is it? Student B speaks to you. I Cafeteria Production 2 You are in Reception at your company. A visitor wants Reception to see Sara Olsen, who is on the third floor. Speak to I him/her. 2 Listen to Student B. Write in the rooms and departments. Unit 7 I Business communication, Exercise 3 Student A 1 Call your partner and check these details. Ms Bebiyon Tel.07 364330? GibuvoMr Tel. 0034 711,5400? 2 Your partner calls to check these details. Mr Kassabygy Tel. 0041 909 5520 Ms Herrera Tel. 0709 553 627 rG Unit 7 | Business communication, Reception Exercise 6 Unit 5 I Working with words, Exercise 9 Student A Student B Call l 1 Student A is away on a business trip. You check his or You are Megumi Yoshida. Call Michelle McGoldrick about your hotel reservation. You want the hotel details as soon her email. Call Student A and explain the emails. Ask as possible. Your phone number is 078 546 2394. what to do. Make notes and check you understand. Call2 You are Youssuf Flussein's assistant. He is at lunch. Answer the phone and take a message. Can I have an order form and a copy of this Message for: Urgent: year's brochure? From: Phone number: Thanks, Calling about: Please call back: J iri Hanron Solutions Dear Sir or Madam, Unit 12 I Business communication, j Further to your advert for a trainee sales Exercise 4 1 person, please find attached a copy of my CV Student B 2 You are on a training course. Student A checks your You are responsible for information and design for the brochure. email and calls you for help. Ask what the emails are You think it's going to take about six weeks to get all the about and give the following instructions. in-formation. The designers need about four weeks. You have annual leave between 15th August and 30th August. o Email 1: It's in a folder called 'Budgets'. Please print her Discuss the final schedule and write down the stages with all the important dates. a hard copy. 113 . Email 2: Forward it to the right department - it's not my responsibility.

Com m u n ication activities MONDAY Thursday 09.00 doctor 11.00-12.00 HR weekly meeting 15.00-1 7.00 meeting with personnel agency Unit9 | Business communication, Unit 10 I Practically speaking, Exercise 4 Exercise 6 Student A Here is your news. Tell your partner. StudentA You and your partner need to choose a new courier 1 Everyone in your team likes the new Team Leader. company for important deliveries, and a hotel for some 2 Your Department Manager is having dinner with the two-day training seminars around the country. new Human Resources Manager tonight! . You have quotes from two courier firms. . Your partner has quotes from two hotels. 3 The company is opening three new factories abroad. . Take turns to ask and tell each other about the quotes, Unit 11 I Working with words, Exercise 9 and then make a choice together. StudentA Company: Speed Merchants Now you are a visitor. Check in and ask for information on Price: €10 per kilometre the following: Online tracking: Uses up-to-date satellite technologl to find a fast route.You can check the . wake-up call at 6.30 a.m.? location ofyour package online. . restaurant in hotel? necessary to book? Location: Centres in over 20 cities. . meeting room for tomorrow at 10.00 a.m.? . sauna and solarium? - very lriendly etaff on the phone - no discounie Company: Go Fast Student D Price: €9.95 per kilometre Guaranteed delivery: Money back if late. Comoanv: Niaaon Paoer lndustries Location: Centres in 18 cities. Produces: - sl.aff were slow'w answer the phone Nationalitv: - no way to checklocation of packages online - offeredlree delivery for every ten deliveriee Head office: Number of emolovees: Exports to: 1 The train and tram company is Polish. 2 2,000 employees produce fruit. 3 Afrifresh is a South African company. 4 Pesa produces trains and trams.

Communication activities Tiavel information Unit 12 I Business communication, Exercise 4 Student A You are responsible for the schedule. You need to schedule the following stages: r product details and price list . design o printing . sending the brochures to customers Find out from Students B and C how long each stage takes. You want to send the brochure to clients by 1st November at the latest. Also find out when Students B and C have time off because this will change the schedule. Discuss the final schedule and write down the stages with all the important dates. Paris-Lyon / Unit 1 I Language at work, Exercise 8 Lyon-Paris Student B Accommodation information: Ask and answer questions about the people below. Use some of the information from the list to complete their Average Airbnb profiles. lapan lndia Sema small businesses Sales Reps Takeyama multinationals Sqles Director PersonalAssistant Uchida Erample: Is Renate a Sales Director? Average business hotel Lisbon Lyon Paris All pices and times are approximate, t2lUnit Language at work, Exercise 7 Student A Here is a list of your tasks for the week. Ask Student B if helshe has done his/her tasks and say if you have done yours. Example: Hatte you booked a oenue for the sruual conference? You Done? Student B order a new yes book venue for annual computer? conference? ship delivery to no write minutes for team Argentina? meeting? call clients about new no organize meeting with product? union rep? email new brochure to yes ask boss for some time clients? off?

Communication activities Produces: Unit 3 I Practically speaking, Exercise 5 Nationalitv: Head office: Student B Number of employees: Ask Student A questions to complete their contact details Exoorts tol' 54 countries HR dept, City Hotels 1 The American company produces cars. 2 The Polish company's head office is in Bydgoszcz. Manchester 3 78,000 employees work for the company with its head Unit 3 | Business communication, office in Michigan. Exercise 7 4 3,700 employees work for Pesa. Student B Unit 3 | Language at work, 1 You work for a supplier of electronic products. Student Exercise 5 A calls you. Use this in-formation to take their order. Student B Product 282BN is out of stock. You can deliver product 2888N tomorrow You work at The Dubai Grand Hotel. Use the inJormation Customers can pay by credit card. below to help you answer Student A s questions about the You want: hotel. r the customer's email address Example: A ls there a bus to the airport? . the delivery address B Yes, there's a bus eaery 20 minutes. 2 You want to order some coffee machines for your The Dubai Grand Hotel company. Call your supplier, Student A. Use this information to make your order. r Buses to airport every 20 minutes. Your company: Macquires . Car park for 100 cars. Your email address: [email protected] r No restaurant in the hotel. There are some international Your company address: 63 Farringdon Way, Londory restaurants near the hotel. UK,W13AG You want to order: eight coffee machines . Swimming pool and gym. Product code: CF72 r Internet access in all rooms. You want: . Bank and post service in hotel. . Six meeting rooms. . the supplier to confirm your order by email . The hotel has a free taxi service to city centre. o to pay by credit card Unit 3 | Language at work, . free delivery Exercise 4 Thursday Student A You work at The Arabian Garden Hotel. Use the Conference call to Singapore informationbelow to help you answer Student B's Meeting with Kasia and bank questions about the hotel. representative Exannple: B ls there a bus to the airport? A Yes, there's abus eoery 30 minutes and there are also buses to the city centre. The Arabian Garden Hotel o Bus to airport every 30 minutes and to city centre every 15 minutes. . No car park, but guests can park on the street. There is also car hire at Reception. . TWo restaurants and one bar. o Swimmingpool, gym and sauna. o Internet access in all rooms. . Conference room for 80 people and four meeting rooms. . The hotel has a tourist information service and there are day trips to places of interest.

Communication activities Tiansport You and your partner need to choose a new courier in the city company for important deliveries, and a hotel for some two-day training seminars around the country. Conference , facilities o You have quotes from two hotels. o Your partner has quotes from two courier firms. Cost o Thke turns to ask and tell each other about the quotes, Vancouver, Canada and then make a choice together. Location North America. Hotels: Incountry Price: €5,000 (for ten people) Tiansport About 90 airlines. Direct flights to about 60 Facilities: Many hotels provide secretarial seruice to the city international destinations. with fax, Internet, printers. Locations: Over 35 hotels. Hotels are in the Vancouver International Airport named countryside, but easy to find. 'Best Airport in North America'. Leisure: Most hotels have swimming pools and Road and railway connections to Canadian gym facilities. and US cities. - all hotelo are difterent and I Thirty minutes from airport to city centre by train. rest,aut antg s erv e lo c al dishes Excellent public transport: bus, train, tram - friendly cuelomer service ?erson on iandboat. lhephone Con-ference Five con-ference centres, e.g. Vancouver Hotels: Vacationworld facilities Convention and Exhibition centre with Price: €5,100 (for 72 people) Facilities: All hotels have two or more meeting ,2,300 m2 of meeting space. More than 40 rooms. Locations: 30 hotels near or in city centres. c_on-ference hotels. Leisure: TenVacationworld Plus hotels have swimming pools, sauna and gym. - staff were polite and helpful - all hotele are modern: restaurant s serve wide ranEe (ltalian, Chinese, lndian, etc,) Cost Medium Student C Company: Produces: Nationality: American Head office: Number of employees: Exoorts to: 1 The South African company exports to 54 countries. 2 The European company exports to Europe, especially Germany. 3 They export paper and paper products worldwide. 4 Michigan is in the USA.

Com m u n ication activities Unit 5 I Language at work, Exercise 8 1 Your partner calls to check these details. Student B Ms Babayan Tel.077 3643300 1 Answer your partr:rer's questions about the information Mrlibowo Tel. 0033 771541:0 in this phone message. 2 Call your partner and check these details. From:MrSimone Mr KasebiggyTel. 001 908 5220? Ttme:9.3O a.m. 9 ubject: NexL m o nt\"h' e c o nf er enc e Ms Flirrarer Tel. 070 953 6227? Messaqe:ln Canada.Date of next canferenoe? Unit 5 I Language at work, Exercise 4 2 You received this message. Ask your partner for the Student B missing information. Use the question words in brackets. 1 Your partner wants to know if the report below is Mr Koch called at week. (What ...?) correct. You were at the presentation last week. Your He aalled abaut the _last partner wasn't. Answer his/her questions Erample: Was the presentation on Tuesday morning? Hans canaelle d t h e meet ing Presentation: Future plans We arranged another meetingfor Time: TUesday morning (When ...?) Present: Jan, Lydia, Carlos Venue: Room 305 ?lease callhimback. Speaker: Managing Director Unit 5 | Business communication, 2 Now ask your partner questions about this report. Exercise 4 Presentation: Profits for this year Time: Thursday morning (?) Student B Present: Jan, Janusz, Lydia, Carlos (?) Venue: The conference room (?) Read more in{ormation about the problems in the email. Speaker: Managing Director and Financial Director (?) o Your assistant is not very busy today. . We emailed the wrong invoice. You'll contact them after the meeting. . The IT department has a training course today and tomorrow. . You booked a restaurant for Ellen's leaving party. Now call your partner. 1 Explain and solve the problems together. 2 Promise action. Unit 11 | Working with words, Role-play these situations. Exercise 8 1 It's the first morning of a conference. You're one of the Student B organizers. Room 125 is on the first floor. You think Student A has a problem. Speak to him/her. You are a visitor. Check in and ask for in-formation on the following: 2 You are a visitor at a company. It's your first time at . dinner in room the company. You are here to see Sara Olsen. Student A o times for breakfast speaks to you. . swimming pool o Internet access in the hotel

08.30 appointment at bank Communication activities Unit 6 I Practically speaking, Exercise 4 Student B 1 Ask your partner these questions about his/her trip. 1 How was the journey? 2 How was the hotel? 3 How was the food? 4 How was the meeting? 5 How was the city? 2 Now look at these pictures and answer your partner's questions about this trip. Sales and Marketing 2 Describe this company plan to Student A. Message for: Urgent: From Example: lT isbehind Reception. Phone number: Calling about: Marketing Please call back: Sales Call2 Customer Service You are Henri Wafunda. Call Youssuf Hussein about your meeting this evening. You are at The Arabian Garden Hotel in Dubai. Your room number is 701. The hotel number is 00977 4228663.

Dahlia is lndian. 2 2.3 Raquel is Brazilian. Randy is American. A \\,1/hat's your company? Kikkoman is a fapanese company and we Lukasz is Polish. B Lufthansa. sell 400 million Litres of soy sauce every year. Tiziana is Italian. A How do you spell that? We employ around 5,000 people in totai. Charlotte is British. B L-U-F-T-H-A-N-S-A. We export soy sauce all ovet the world, Yuko is Japanese. A Thanks. including Asia, North America, Australia and Jacob is South African. Europe. We also develop new products for 1,.7 the pharmaceuticals industry. Restaurants, India supermarkets and Asian food shops buy American AIek Helio. My name is Alek Gorski. That's our products and we also provide lessons in Brazilian G-O-R-S-K-I. We have an appointment with |apanese cooking - using Kikkoman products, Polish Mrs Da Rocha. of course! Africa Eva How do you do, Mr Gorski? I'm Eva, 2.4 1.3 Maria Da Rocha's assistant. 1 I'm from lndia. I'm a receptionist for an A Our first business area is Food and Food Alek Pleased to meet you, Eva. This is my Service. We produce sugar and cooking American company. oil. The company has restaurants, caf6s assistant, Elzbieta Wozniak. and food shops. It provides meals for 2 Hello. I'm from Brazil. I'm a human restaurants, schools and hospitals. Our Eva Nice to meet you, Elzbieta. Sorry - how resources manager. I work for an Italian second business area is Bio Pharma. comPany. do you spell that? Here we produce pharmaceuticals and Elzbieta Elzbieta? That's E-L-Z-B-I-E-T-A. medicines. 3 Hi. I'm a sales rep. I'm from the USA, but Eva E-L-Z-B-1-E-T-A. Thanks. Just a moment. B And do you export these products? my company is Japanese. Maria, your visitors are here ... A Yes, we do. We export medicines to Maria ... Alek. It's good to see you again. 4 Hello. I'm Polish and I'm a team leader for Alek And you. How are you? countries around the world. And we Maria I'm fine. And you? develop new biotechnological products. an Indian company. AIek Not so bad. Maria, do you know The third area, Entertainment and Media, is now the main business of C]. The company 5 Hi. I'm a personal assistant from Italy. Elzbieta? She's my new assistant. produces films for the Korean market and I work for a Polish company. Maria No. How do you do, Elzbieta? abroad. Elzbieta Pleased to meet you. B Does the company import films, too? 6 Hello. I'm the Chief Executive Officer for a A Yes, it does. We import films from foreign British company and I'm from the UK. 1.8 production companies like DreamWorks, and we have eight cable TV channels in 7 Hello. I'm Japanese. I'm a technician for a Maria See you soon, Alek. Korea and a chain of cinemas. The fourth Alek Yes, goodbye, Maria. business area is Home Shopping and Brazilian company. Maria Nice meeting you, Elzbieta. Logistics. We provide a home shopping Elzbieta Nice meeting you, too. service for customers,24 hours a day. 8 I'm a financial director from South Africa. Maria Bye. Have a good journey. B Do customers buy on the lntemet? Alek Thanks. Bye. A Yes, they do, but also on satellite TV. We I work for a South African company. have a logistics centre. It provides transport William Nice to see you again, Natasha. Do and delivery services. 1.4 you know Malik? 2.5 A So, is Marcegaglia a family company? Natasha No. Hello, I'm Natasha Darcy. Nice B Yes, it is. Steno Marcegaglia started the 7 to meet you. company in 1959, and his children Antonio A Do you export these products? and Emma are the CEOs. Malik You, too. Where do you work? B Yes, we do. A Are they from a big family? Natasha I'm with Perfect Match. It's a small B No, they're from a small family, but 2 Marcegaglia isn't a small company. It's recruitment company. We provide staff- a multibillion euro company with 2000 especially in the pharmaceuticals industry. A Does the company import films, too? employees. B Yes, it does. A And are all the employees in Italy? \\{rhat about you? B They are in Italy and in many other J countries, too, such as Brazil and China. Malik I work for a company called Risklink. A Does CJ provide financial services? 1.6 We produce software for financiai services B No, it doesn't provide financial services. 1 companies. 4 Natasha Oh right. \\,Vhat about you, William? A What's his name? A Do you import medicines? B Mr Gorski. Do you still work in electronics? B No, we don't. We export medicines. A How do you spell that? William Well, yes. but I don't have a job right B G.O.R.}K-I. 2.6 A Thanks. now. That's why I'm here. I want to find 7 something in the automobile industry, if A Can I have your phone number? possible. B Certainly. It's oh seven seven eight, four 2.2 five six, tfuee six five. pharmaceuticals hotel 2 electronics finance A \\Ay'hat's the price for that mobile phone? B It's $45.60. recruitment automobile 3 One thousand three hundred employees work here. 4 We started the company in 2001.

2.7 3.3 A So, how do yonrse Paym? B It's easy. Open your bank's mobile banking 1 1 My email address is Peter dot Tieng at app or online banking website. Log in Receptionist Good morning. TE Media. Forresters dot CA. with your username and password. Then Anna Good moming. This is Anna Lillis from press the Paymbutton, or ciick on the Paym 2 Her email address is Alina underscore DL link i{ you are using your laptop. On the OPT Bank. Is Peter Bawden there, please? next screen you can enter the details, for Receptionist Yes, I'll put you through. at G-mail dot com. example, the amount of money you want to Anna Thanks... send. It's a bit like sending a text message. Peter . .. Hello. Peter Bawden speaking. 3 Our email address is jobs hyphen info at A I see. Anna Hi, Peter. It's Anna Lillis. top communications, all one word, dot co B First, if you have more than one account, Peter Hi, Anna. dotUK. select the account you want to send the Anna I'm calling about your email . .. money from. Then select someone from 4 Their mailing address is Accounts your contact list or key in a mobile number. Anna ... So that's eleven o'clock. Next. enter the amount and press'pay Peter That's right. Department, Blair and Browns,99 Edward now'. Anna OK, see you soon. Street, Toronto, MsV 2MD. A That does sound easy. Peter See you. Bye. B Yes. And the other person gets the money 5 His postal address is 21 Old School Road, in their account seconds later, and they , receive confirmation of that by SMS Glasgow, and the postcode is G21 4YU. Receptionist Hello. The Dubai Grand Hotel. messaSe. How can Ihelp you? 6 The company address is seven-four-two Quaker Street, Seattle, and the zip code is A You mean text message? Sadler Hello. This is Raymond Sadler from B That'sright. Sadler Business Services. I'm calling about nine-ei ght-one-zero-f our. A Sounds good. And can I pay anyone? your meeting rooms .. . B No, if you want to send or receive money 3.4 Receptionist .. . and there's Intemet access in withPaym, all users need to register for the each room. A Can you give me your address, please? service first. This links your bank account B Yes, it's 30 Grosvenor Street, Cambridge. with your mobile phone number. So you Sadler That's great. Thanks for your help. A Is that 30 Grosvenor Street? need to register first, too. We can do it now. Receptionist You're welcome. B Yes, that's right. Are you logged in to your mobile banking Sadler Goodbye. A And can you spell Grosvenor for me? Receptionist Goodbye. B Of course. It's G-R-O-S-V-E-N-O-R. account? A Thanks. And what's the postcode, please? Good afternoon. I'd like to tell you about the B CB7 9BT. A Yes, but I need to charge my phone fust. LEGO group. They are a family company A CB7 9TB. The battery is low. with their head office in Billund, in Denmark, B No, it's 9BT, not 9TB. but they operate in many countries. In A Oh, right. So that's CB7 9BT. Got it. And B OK. There's a power point over here. Billund, they also have their research and A Thanks. I'11 just log out first. development centre and a factory. They have what's your email address, please? two more factories in Europe: in the Czech B It's Chris dot Oakley at homenet dot co 4.2 Republic and Hungary. In Asia, they have one factory in China, and in North America, dotUK. 1 Log in to your account with your usemame they have one factory in Mexico. They have A Sorry can you repeat that, please? sales offices worldwide: around 20 in Europe, B Sue. Chris dot Oakiey - that's O-A-K-L- and password. around ten in Asia, four in North America, one in South America, two in Australia E-Y - at homenet dot co dot UK. 2 Press the Paym button or click on the Paym and one in Africa. They have two large A Thanks very much. distribution centres in the Czech Republic and link if you are using your laptop. in the USA. Of course, there are LEGO shops 3.5 all over the worid. And online, their website, 3 On the next screen you can enter the LEGO.com, has 21 local sites for LEGO fans in A Hello. Workspace Supplies. How can I help different countries. you? details. 3.2 B Hello. This is Dan Kashani from York 4 It's a bit like sending a text message. Services. Can I order some whiteboards, 5 Select someone from your contact list. A Dubai is a great location for a conference. 6 A I need to charge my phone first. The The weather is always good. please? battery is low. B What about the airport? Are there lots of A Yes, of course. Can you tell me the product B OK. There's a power point over here. international flights? code? 4.3 A Yes, there are. And there isn't a problem with transport ftom the airport because B Yes, it's 9082\\,1trB. Can I order three, please? First of all, the warehouse computer receives public transport is excellent in Dubai. A 9082W8 ... I'm sorry but that product is customer orders. Then, the computer tells a robot to find the correct box. Next, the robot B But is there a good place for a con-ference? out of stock. We have another whiteboard, finds the box and delivers it to a human co- A Yes, there is. It's the Dubai Intemational the 9099WB. It's the same price. worker. After that, the person takes the correct B €92? items for the order. And finally, the robot Exhibition and Convention complex. It's A Yes, that's right. So that's €276 in total for returns the box and starts again. perfect. three. B OK. Thanks. And can I check the delivery time, please? Is it next-day delivery? A That's right. We can deliver them tomorrow. Can I have your delivery address? B Sure. It's 248 Portland Sheet, Manchester, M1 sWD. A Sorry can you repeat the postcode, please? B Yes, M1 5WD. And can you confirm my order by email, please? A Yes. What's your email address, please? B It's Dan dot Kashani at york services, all one word, dot co dot UK. A Sorry can you say that more slowly? B Dan dot Kashani at york services, all one word, dot co dot IlK. A Got it. Thanks for your order. B Thanks for your help. Goodbye. A Goodbye.

A'udio scripts .', 4.4-6.1 ,,,.,, 4.4 A Thethirdof May. B Thanksverymuch. B That's strange. It isn't here. Sorry about A Did you email the report to the client? Nathan !1/hy doesn't it work?! B Oh no! I forgot! I'm really sorry. I'11 do Melissa Can I help, Nathan? that. One moment. Did they attach the Nathan That would be grea! thanks. I want document to an email? itnow A Yes. I think they sent the email on the third. to log in to the file-sharing system, but the B OK, here's an email from Hanran Solutions 5.5 password doesn't work. I have it here. Can on the third with an attachment. you help me? A Thatsoundsgood. Joe Joe speaking. Melissa Sure. The password is all in lower- B Yes, it's an order for 20 scanners. Mandy Hi, Joe. It's Mandy again. case letters. Don't use upper-case letters. A Great. Can you forward the email to me? Joe Hi, Mandy. Nathan Oh! I see. I'm in now - thanks very B Sure. Mandy I'm sorry Joe, but we've got a much. Melissa You're welcome. 5.2 problem with the order for Gosport. We did Nathan But ... where's the meetings folder? all the baseball bats and T-shirts yesterday Melissa Do you want a hand again? ]anusz Sorry I'm late. I was at the so I can ship them tomorrow. But the logos Nathan Yes, please. fosh says the next presentation on branding. on the caps didn't work. The colours are meeting notes are in the meetings folder, wrong. We need to fix the machine today but I can't see a meetings folder. Carlos Oh, was that this moming? and print them again. I'm really sorry. Melissa Let's have a look. Hmm ... No, I ]anusz Yes, at 7.30 in the Century Hotel. Joe OK. Don't worry. I know the Purchasing can't see it either. You can search for it. Carlos Oh. Was it good? Manager at Gosport, so I'11 speak to him Nathan How do I do that? ]anusz Yes, the presentation was really and explain the situation. But can you help Melissa There's a search box in the top right- me? We need to give another delivery date hand comer. Write the folder name in there. interesting and there were iots of good for this. Nathan OK, thanks. No, nothing. I still can't questions at the end. Mandy Sure. I'll call the factory now and I'lI find it. Carlos Were there many people there? let you know as soon as I can. Melissa Hmm. Maybe the folder isn't shared. Janusz There weren't many people for the Joe That would be great. Thanks a lot. You need to accept an email invitation to breakfast at the start, but there were lots for share the folder fust. the presentation. It was too early for some 5.6 Nathan Otu do I? I don't know how to do people! that. Can you give me a hand again? Carlos Were yor on time? A So what do you think about the use of Melissa Yes, of course. Is there an email Janusz Of course! But the breakfast wasn't 'English only'at companies like Honda and invitation from Josh in your inbox? very good. Anyway, why weren't you in Rakuten? Nathan |ust a minute - I'11 have a look. Oh the office yesterday? yes, here it is! Carlos There were terrible problems with my B Well, there are some big advantages. Melissa Now, just click on'view folder' in flight back from Rome, so I . .. It means that Japanese companies can the email. talk to their customers and suppliers in Nathan Ah, here it is. Great! Thanks very 5.3 other countries more easily, as well as mucb Melissa. to their colleagues who work in offices Melissa You're welcome. Piotr Hello? intemationally. They can also save time Lydia Hi, Piotr. It's Lydia. Sorry I missed and money if they don't need to hanslate 4.5 documents or have a translator at meetings. your call. And for the employees, they can leam 1 In all our supermarkets this technology Piotr No problem. I wanted to ask about the English more easily if they use the language all the time at work. saves us money, and it is fast and easy for event. Did you call Ron Peters? our customers to pay for their shopping. Lydia Yes, I did. I called him yesterday. He A And are there any disadvantages? 2 I like to check my emails and read the B Of course. It canbe difficult for the news when I go to work on the train in the can do the presentation, but not in the moming. morning. He's busy then. company to find good employees who also Piotr OK so what time did you decide to speak English. And it can be expensive to 3 I'm a hairdresser. This is useful for me to start? give them English lessons, and this can take Lydia 12.30, so it will be a lunch meeting. I a lot of time, too. Some employees don't speak to customers on the phone at the invited him to have lunch with us. want to speak a foreign language at work same time as when I'm cutting a customer's Piotr Good. And did you book the hotel? because they feel they can't say what they hair. Lydia No, I didn't. I phoned the Century want to say in English. Hotel, but they don't have any free rooms 4 I like this because it helps me to do enough at lunchtime. The Parade Hotel has a Martin So, I'm on Twitter and Linkedln. How exercise - I can see how much I walk and meeting room free, but I didrr't book it can I use social media to get a job? run every day. Georgina WeIl, the fust thing is to have a because I didn't know if it was OK for you. 5 This is good for our delivery company Piok Yes, the Parade Hotel is fine, thanks. good profile (on Twitter it's called a 'bio') because our drivers can easily find the right Lydia OK, I'11 call them now. and a professional profile picture. You need Piotr Great. Thanks, Lydia. to update your profile regr.rlarly and you address when they deliver packages. can also add a link to an online CV. 5.4 6 I like it because there are some good apps Martin That's a good idea. And how will on it and I can choose when to watch 1 my favourite TV programmes on the big companies find my profile? A HeIIo. Sorry I'm late. My train was very late. Georgina Many companies now search screen. B That's OK. We called you, but you didn't online for candidates. But you also have A Hi, Michelle. It's Rona. answer. to search for jobs. Many companies are on B Oh, hello. How can I help? social media. Look at their pages to find A Well, Hanran Solutions telephoned. A Yes, sorryr. I wanted to call you, too, but my jobs, and you can follow companies on battery is low. Twitter. They received our invoice for an order of scanners, but they say it's wrong. Did you B No problem. We can start now ... Martin OK, I already do that. What else can print a hard copy of the original order form? B No, but I always save their order forms. Let J I do? me open the folder. What was the date on Georgina Weli, it's social networking. That it? A Now, about the team-building weekend, we decided to ask the Century and the Princess means you have to network. Hotels. Did you call them about prices? Martin \\Atrhat does that mean I do? B No, I didn't. Sorry about that. I was really busy yesterday because we had visitors all day. I'11 do it this morning. 3 A Great work on the training last week, Tara. You managed it really well.

Georgina First, you add contacts to build 6.5 7.3 your network. You can ask your Facebook friends or Linkedln cormections to Simon Canljoinyou? 1 introduce you to their contacts. You can Nathalie Yes, of course. also search for useful contacts and ask to Simon I hear you workfor GST. A This is your visitor's pass. connect with them. Another good way to Nathalie Yes, that's right. B Thanksverymuch. find people is to join professional 'groups' Simon My name's Simon Turing. I'm with on Linkedln or Facebook. These are called , 'communities' on Google+. Tulsa Filters. You're one of our customers. Nathalie Ah yes. Pleased to meet you. A Those are two of my colleagues. Martin I see. B Can you introduce me? Georgina And it's not enough to have a I'm Nathalie Anderson, and this is my colleague, Brent. 3 lot of friends or corurections. You have Brent Nice to meet you. to be active and communicate with your Simon And you. So, what do you think of the A These are our new products. contacts. People need to'see'you and know conference? B Theylookgreat. something about you. Update your status, Nathalie The conference? Very interesting. that means post something, regularly. Post Simon Do you come here every year? 4 interesting things that are connected with Nathalie No. This is my first time. But Brent A \\{hat is that building? your work and comment on or 'like'your here is a regular! B It's the warehouse. contacts'posts. Join a group conversation Simon Do you know a lot of people here, or a Twitter chat, or start a conversation Brent? 7.4 about a professional idea. Al1 of these are Brent No, not many. The faces change every easy ways to network. year. Would you like another drinl? 1 Martin Thanks very much, Georgina. Useful Si:non No, thanks. ideas. I'll go and update my status now. Nathalie No, thanks. I'm fine. A Can you spell that? Brent Well, please excuse me. I need to go to B Yes, it's Nzogoung. That's N-Z-O-G-O-U- 6.2 my room before dinner. Simon Sure. See you later, maybe. N-G. Enzo Hello. Can I join you? A So that's M-Z-O-G-U-N-G. Giang Yes, please take a seat. My name's 6.6 B No, it's N as in New York, Z, O G, O as in Giang Bai. How do you do? A Hello. Can I help you? Enzo My name's Enzo Matti. B Yes, please. I have an appointment with Mr Oslo, U, N, G. Giang Is this your fust time in Vietnam? A Oh, I'm sorry. N-Z-O-G-O-U-N-G. Enzo Yes, it is. I'm with a textile company in Cannory but there's nobody in Reception. B That'sright. A Oh dear. Is this your first time here? Italy. Here's my card. B Yes, it is. 2 Giang Thank you. FIere's mine. So you're A WelI, come with me. I can take you to his A OK. Can I have a contact number? from Italy. That's a long way to travel. How office. B Yes, it's three nine nine, six tfuee four four. long did your joumey take? B Thanks very much. After you ... A So, that's tfuee three nine, six three three Enzo It took about 48 hours, I think. I came to Ho Chi Minh City last night, but I left A ... OK, right - here's John Cannon's office. four. Is that right? Bologna two days ago. I flew to Milan and Please go in and take a seat. B No, it's three double nine, six three double then to Shanghai. I had a day in Shanghai, so I met some colleagues there yesterday. B Thankyou. four. Giang Were you on the ten o'ciock flight last A I think John's just next door. I'11 call him. A Sorry, three nine nine, six three four four. night? B Yes. Enzo That's right. Can I get you something? A coffee? Giang Oh, we were on the same flight then! B Oh, yes, please. 7.5 Enzo Really? A OK, I'll ask him to bring you one. Have a A Hello. 6.3 good meeting. Nice talking to you. B Hello. Could I speak to Teresa Baum, B Yes, and you. Bye. Giang So how did you become a sales please? manager in textiles? organizes deals A I'm sorry but she isn't here this morning. Enzo Well, my family was always in textiles. checks My father had his own company in Bologna contacts Can I help you? and I worked for him. B Could I leave a message for her? 7.2 A Sure. Giang lVhy did you leave? B It's Richard Andac. Enzo We[ I went to university and I studied Security Good morning, sir A Can you spell that, please? Jim Hello. I have an appointment at B A-N-D-A-C. Business Management. Then I wanted to A So that's A-N-D-A-C. work abroad, so I left the family company Whitley's. B That's right. And I'm calling about our and spent time in the United States. Security Do you want the factory or the Giang So when did you join your current meeting. Can she call me back as soon as company? offices? possible? Enzo In 2003. A OK. Can I have a contact number? ]im The offices. B Yes, it's double oh double four, two zero 6.4 seveo three nine nine, six tfuee four four. Security Well, you go along this road and A Sorry that's double oh double four, two A Hi, Mike. How was Brussels? tum right. Go past the factory to the offices, zero seven, three nine nine, six three four B Fine, thanks, but the joumey was long and but don't park there. Look for the car park four. Is that right? sign and drive down below the offices and B Yes. tiring. go into the car park there. A OK. I'11 give her your message, Mr Andac. A Did you go by car? B That's great. Thanks for your help. B Yeah. Jim That's great. Thanks a lot. A You're welcome. A And how was the meeting? B Goodbye. B Very interesting. We discussed a lot of energetic practical things. imaginative focused A Was the hotel OK? careful patient B Yes, it was really nice, thanks. Very friendly experienced comfortable, and the food was delicious! A Sounds good.

8.2 8.5 9.2 Anton OK. So we have a student for the Kasia Hi, Bruno. It's Kasia here. 1 summer job. Let's discuss the web editor Bruno Hi, Kasia. How are you? position next. Who do we have? Kasia Fine, thanks. Listen, we need to meet A Our competitive advantage is that we provide a better service. Sandra There were lots of emails for this one, about the plan for staff to work from home. but there are only two people really. First Can we arrange a meeting on Thursday B What do you mean, exactly? of all, there's Monica. I spoke to her on with Dolores and Chen? Is two o'clock OK A Well, our staff are more experienced than the phone and she's very friendly. At the for you? moment, she works in publishing. Bruno Sorrlz, I'm busy then. lA/hat about the our competitors'staff. They get six weeks' morning? training before they start. Anton Is she an editor? Kasia OK. What time are you free? B So they can give good advice to your Sandra Yes. She has a lot of experience in Bruno 9.30 is good for me. customers? Kasia I can't meet between 8.00 and 10.00. A Yes, that's right. And our sta{f are friendlier book editing, but she says she's good at I've got interviews. than other shops'. We know our customers editing websites because she does some Bruno Are you busy after that? well because we often see them. in her free time for friends and small Kasia Dolores and I have an appointrnent B What about the products? businesses. with someone from the bank at 12.00, so A Well, when there's a new product on the Anton OK. That sounds like a possibility. let's meet before that. market, we're aiways the fust shop in lAtrhat about the other person? Bruno Is 10.15 good for you? town to stock it. Customers know that our Sandra Here's his picture. Do you recognize Kasia Yes, a quarter past ten on Thursday is products are more up-to-date. They come him? fine. But I don't know about Dolores and here first to see the technology. Anton Yes, who is he? Chen. I think Chen has a factory visit in the Sandra It's Roberto. He was the student on morning. , our summer placement Iast year. Bruno OK. Can you call Dolores and I'11 Anton That's dght. Roberto! I remember him. phone Chen? B What are your competitive advantages? Very energetic! Really nice young man. Kasia Sure. C Well, the first one is the price. We offer Sandra Exactly. Any'way, now he has a Bruno Thanks. Bye. qualification in IT. lower prices than our competitors. Anton But why is he applying for the web Interviewer How big is the Accor group? B That's because you don't have any shops? editor lob? He doesn't have any experience Manager Well, they employ 190,000 people in C Yes, but also because we buy products in editing and he isn't very good at working on his own. nearly a hundred countries. And they have in large quantities. We have 30,000 cubic Sandra I know, but he liked it here so much over four thousand hotels worldwide. metres of storage space, so we have bigger iast summer he wants a job. I think he's Interviewer So, verybig. stocks than all our competitors. perfect for the position of web production Manager Yes, but the hotel industry is very B Is that an advantage for delivery, too? assistant. competitive - there are a lot of big chains C Yes, of course. Because we have large stocks Anton Exactly. Let's offer him that and then out there. we provide faster delivery. We always invite Monica for an interview. I'd like to Interviewer That's true. So, with so many deliver in two or three days. And we offer a see the websites she worked on as well. competitors, how does Accor stay Sandra Sure. I'11 send you the links. competitive? wider choice - 5,000 different products. Manager Well, one reason is that they are 8.3 the only intemational group with hotels in 9.3 every market segment. This means they can 7 offer all their customers a wide choice. For 1 example, Motel 6 is a chain of budget hotels A Where's Chantelle? in North America. These offer the customer A We have a special low price on this model B She isn't working in the office today. She's a cheap option. Then at the economy level this month. Only twenty-nine euros there's the All Seasons brand in the Asia- ninety-nine. working at home. Pacific region. You pay more at these hotels, A Why is she doing that? but they offer very good service with B That's not bad. friendly staff. A And then you pay only seventeen euros B She's finishing her report. Her boss wants it Interviewer Vtrhat about hotels for the business traveller who wants more comJort fifty a month. That's for ten hours of calls. for 7.30 tomorrow morning. and services? B Ten hours a month. I don't need ten hours. Manager OK. This is the mid-range market A Well, if you prefer five hours a month, it's 2 segment. So, we're talking about hotels like Novotel. The quality at a Novotel only eleven seventy-fi ve. A \\Arhere are Bill and Sofia? hotel is very high with modem, up-to-date B They're doing the training course for that business facilities like meeting rooms and , office services. Location is also important new finance software. for the customer at these hotels so they A Is delivery free? A Are they doing the course all day? are easy to find in city centres or at B Yes, it is, if you order more than five B No, they aren't. It's only a half-day course. intemational airports. Interviewer And what if money is no hundred dollars of goods. 8,4 problem for the customer? A And if I don't? Manager Then you choose a Sofitel hotel. It's B Then there's a delivery charge of seven I expensive, but it offers five-star quality and each one also offers the visitor something dollars fifteen cents per item. A Iny'here are you going? eise. Because each country is different, A So that's about thirty dollars for four items. B Home. every Sofitel hotel is different and gives the B Yes, twenty-eight sixty to be exact. A But it's only twelve o'clock. customer a special experience. B I know. But I'm working from home this 3 aftemoon. A That's two thousand, eight hundred and sixty yen, please. 2 B I have a customer card. A U/hen are they back from the training A OK, so that gives you a discount of one course? hundred and seventy yen today. So that's two thousand, six hundred and ninety yen. B At about 5.45. 9.4 3 Managing Director So, did you look at the A She's working on that report today. two quotes for the website? B \\4rhen does her boss want it? A For 7.30 tomorrow moming. Javier Yes, briefly. Here they are. Managing Director OK. How do they 4 compare? A What time does your train leave? B At ten past eleven. Javier For price, ITE is cheaper. Managing Director Yes, so I see. lVhy is that? Javier They're a smaller, newer company. It's two brothers. Weblines is older and it has about 20 staff. Managing Director Are they better?

]avier The quality is similar. Weblines x Audio scripts produces very nice sites, but ITE also E does good work. The advantage of ITE 10.1 is the two people have experience in the 2 online marketing and sales industry. The Zoe Is everything OK Rashid? disadvantage of Weblines is they don't Rashid Well, I have a big problem with the A I didn't get that sales job that I applied for. usually work with online businesses. B I'm sorry. How disappointing. new project team. Managing Director How fast can they do Zoe Oh! Ufhat's the matter? 3 the work? Rashid They're nice people and they're A I left my phone on the train. Javier There's no difference. They both need working hard, but there's a serious B Oh no. That's tenible. four months. problem with their teamwork. They're just not working together. They don't 4 Managing Director Four? share information with each other or try favier That's fairiy normal. to find solutions to problems together. So A Our boss got a new job with our biggest Managing Director I see. Well, what do it means that sometimes two people do competitor. the same task, or they waste a lot of time you think? trying to find information, instead of asking B Wow. That is surprising. Javier I prefer ITE. They're cheaper, they're someone on the team. Zoe I see. That's a difficult problem. Do they 5 professional, but also easy to talk to. I like know each other? their work - it's more modern. Rashid Yes. We had a meeting at the A Our company won retailer of the year. Managing Director Fine. Let's choose them. beginning of the project where we B Really? How amazing! Javier Good. I'lI call them today introduced everybody and everybody could talk to each other. 6 9.5 Zoe Maybe it wasn't enough. Can you do some kind of team-building? Take everyone A We won the contract for the new shopping A So, these two German supermarkets are out for lunch together or go to a ca{6 after doing very well in Britain. Why is that? Is it work? Give them time to get to know each centre. all about price? other better. Rashid That's a nice idea! B Good. That's excellent newsl B Of course, price is very important. They are Zoe And why don't you have a team meeting every moming? Everyone could share to.4 called discount supermarkets, because they information and ask each other questions. offer low prices, but quality is important, Rashid That might not be a bad solution, but Director So. Did you read the report? too. The German customers expect good a daily meeting takes up a lot of time. Line Manager Yes. quality at low prices and that's what the Zoe Or how about talking to them all about Director And? \\{hat's your opinion? British customers want, too. their teamwork? Line Manager I think it explains some of the A And how can they offer such low. prices? Rashid I don't think that's such a good idea. B Firstly, they have a much smaller range of I don't want them to think I'm telling them problems, but not all. For example, we have products than the bigger supermarkets, like what to do. It's difficult to decide. I'II think the highest prices. so in my opinion that's Tesco or Sainsbury's: an average of 1,350 in about it. one reason. But some customers also say a UKAldi, compared with 25,000 products that our delivery times are slow. in a UK Tesco. And they don't sell many to.2 Director I agree. And it isn't just delivery famous name brands. This means that they that's slow. Look at the figures for the call get cheaper prices from the suppliers and Richard Hello. centre. We have the longest call times. Do they can have smaller stores. Adriana Hi, Richard. It's Adriana. you think they need more training? A But don't customers want a wider choice of Richard How are things in Recife? Line Manager I don't think so. All the staff products? Adriana Not good, I'm afraid. The problem is get regular training. Maybe it's a problem B A lot of customers like the smaller stores of teamwork. I think we should make because it's faster and easier to do their bigger than we thought. them feel part of a team where people like Richard Oh no! Not because of the new working. shopping. Director I'm not so sure. A It's interesting that both companies are components? They were so expensive! Adriana No, I know they were the most 11.1 German. Is there something especially German that makes them successful? expensive solution, but they were also the A Hello. Clarion Hotel. B Well, they do have very good systems best idea. B Hello. I'm calling from Dublin airport. I've that save time and money. For example, Richard So what's the real problem? all deliveries are to a central distribution Adriana Well, Pedro says the new missed my fligh! so I'd iike to book a room centre so that they can control deliveries to components are worse than the old for the night. Do you have any vacancies? the stores. And these systems are the same components, but the team leaders say they A Yes, we have a double room at one hundred in all their stores in different countries. Did are better, and I agree. and twenty euros. you know that Aldi operates in 17 different Richard So are you saying the problem isn't B Does that inciude breaKast? countries and Lidl in 31? The idea of good technical? A Yes, it does. quality at a low price is also the same in Adriana That's right. I think it's a personnel B Great. Can I book a room then? all these countries. But Aldi and Lidl do problem. Do you know that staff tumover A Certainly. Can I have your name? make some changes for the local market. in Recife is the highest? Our other factories B lt's Ms Chiang. C-H-I-A-N-G. For example, Aldi of{ers online shopping are about 30% lower. A And I need your credit card details. inAustralia but not in Europe, and in Richard Wow. That is surprising. So the B Sure. It's Visa. all countries they also sell food which is problem is the team? A And what's the card number? produced locally. In the UK, they have Adriana No, not the team. It's the Line B 6674859683746374. Manager. The biggest problem is Pedro. No A And what's the expiry date? successful TV advertisements - something one likes him. B Zero three, nineteen. they don't do in Germany. Lidl is also using A OK, Ms Chiang. That's a doubie room for 10.3 just one night. You can check in anytime social media very successfully and is now now. the European food retailer brand with the 1. B Sorry where is the hotel exactly? most'likes' on Facebook! A We're on the airport grounds. There's a free A Really? Very interesting. Thanks very A I got a promotion to Section Manager. bus from the terminal. much, Dominic. B Great. That's fantastic! B Thanks very much. See you later 11.2 A Good evening, madam, B Hello. My name is Chiang. I have a reservation for tonight. A That's right. Can I see your credit card, please? L25

a EE a AIud'io sciipts , 11.6 I B Here you are. A I think we've just got time for lunch before to arrive on the twenty-seventh. I know A Thank you. Your room is on the fi-fth floor. we fly. you have a tight deadline, but we've had a few problems here. Room five-oh-one. The lift is over there. B Good. I'mhungry! Greta Don't worry. The trventy-seventh is B Thanks. What time is breakfast served? A OK, there's a nice Italian place just over OK. I can change the schedule by a week. A It's between five and ten a.m. There's also Barati Have you taken lots of orders for the there. soap? dinner in the hotel restaurant this evening Greta Yes, there's been a lot of interest. until ten. B Soundsgood! Barati Great. Have you seen some of the B Do I need to book a table? other products on our website? A No, you don't. A Do you Like puza? They l-Lave really good Greta Yes, I have. They look really p:tzzahere. interesting. 11.3 Barati You should come and visit us B Yes, I do, but I think the risotto looks nice. sometime. Have you ever been to Nepal? A Hello. Reception. C He11o. Are you ready to order? Greta No, I haven't, but I'd love to! B Hello. This is Ms Chiang in room five-oh- A Yes, please. We'd like a bottle of sparkling 72.3 one. Can I have a wake-up call, please? water and ... would you like to order first? A Certainly. What time is that for? B OK. I'11have the vegetable risotto, please. 1 B Six a.m., please. Also, can you order me C OK. A So, what are the busy times for you? a taxi to the airport terminal for seven A And fd like the pepperoni pizza, please. B People usually think about buying and o'clock? A Yes, we can arrange that. C Sure, so one vegetable risotto and one selling houses in spring, so my busiest B Sorry there's one other thing. Do the rooms peppercnipizza. Would you like any side period is in spring. have lntemet access? I can't log on. A And are youbusy now? A Yes, they do, but there's a problem with the dishes? B Wel1, I'm travelling to a big real estate connection this evening. Sorry, we're trying conference tomorrow My flight is at ten. to fix it now. B Not for me, thanks. The conference starts on the thirteenth, but B OK. I'd also like dinner in my room. Do A No, thanks. you have room service? I've got some meetings fust. So, yes, I'm A Yes, one moment, please ... B How was your meal? A Very nice. And yours? quite busy. tt.4 B Delicious! Would you like a dessert? A No, thanks. I'Il just have a coffee. A \\ trhat are you going to do at the weekend? A Whenis your trip to Canada? B Me, too. Excuse me? B Working! I always work at weekends as B Next week. C Yes? A VVhy are you going? B We'd like two coffees, please. that's our busiest time - and holidays. We B To visit the sales offices. I'm going to visit C Sure. B And could I have the bill, please? are open on public holidays. Toronto first to see the sales reps there. C Of course. fust a moment. A When can you take time off? A Great. Are you going to Vancouver as well? B I have a day off in the week and the B No, I'm not going to have time. But I'm 72.1 restaurant is closed in May, so I have my going to spend a day in Quebec to present 7 annual leave then. the new product to Dominic and his team. A Oh! Quebec is beautifr:l. Sixty per cent of all major intemational trade 72.4 B Yes, I think we're going out in the evening fairs now take place in my country and to see the old city and have dinner. |anuary to mid-May is the really busy period. Greta At the moment, the schedule is about A When are you coming back? So I can usually take my annual leave in a week late. The situation is that the raw B On Thursday, but I'm going to take Friday june orJuly and then some more time offin material from Nepal has just arrived and off to have a nice long weekend. the autumn before I start planning again for we've already taken it to the warehouse. So A Good idea! next year. the aim is to get the soap on the shelves by Valentine's Day. 11.5 2 I have a very busy schedule at the start and Soledad But what's the deadline for this? 7 end of the year. hr ]anuary, we have the sales, I know we need it for February the with big discounts, so lots of customers like to fourteenth, but what date is the launch? A Here you are. The terminal is there. shop then. And, of course, through November B Thanks. How much is that? and December we have the build-up to Greta We plan to launch it on January the A Eighteen pounds, please. Christmas, so that's our busiest time. The twentieth. B Here's twenty. Keep the change. Can I have summer is a quiet period because people go on holiday and spend more time outside and Soledad But Martin, how much time do we a receipt? less time in shops. September gets busier as need for production? people do'back to school' shopping. A Sure. Martin Production isn't a problem. But we J , haven't got a final package yet. We promise to deliver flowers the same day Greta I know I've spoken to the designers A Can I help you? so we have very tight deadlines. We also B I'd like something for my children. How need to be sure we have the right number of again today. We'll have the packaging by staff. For certain public holidays or special the thirty-fust of October. much do these cost? occasions, like Valentine's Day and Mother's Martin OK. So we'll have the final product A They're twenty-nine euros each. Day, we need about 80 people and five team by the end of December? B OK. I need two. Can I pay by credit card? leaders. Spring is definitely our busiest time Greta That's right. Around the twmtieth. A Sure. of year. During quiet weeks we only have Soledad \\Atrhy don't we deliver the product about ten full-time staff in the centre. at the begiruring of ]anuary? The shops are 3 going to want it ear[er than the twentieth. A Hello. Can I help you? 72.2 Greta OK. Then let's start delivery from the warehouse on fanuary the second. Is B I'd like to change five hundred dollars into Greta Hello. Greta Helsing speaking. everyone happy with that date? Barati Hi, Greta. It's Barati in Kathmandu, Martin/Soledad Fine./No problem. euros, please. Greta Oh, hi, Barati. Greta Right. So, to summarize, I'm going Barati Hi. Thanks for your email about the to call our packaging people - again. And A Certainly. The exchange rate is one point we're going to tell clients they'llhave the two tfuee today. Is that OK? Palmarosa oil. We've sent it and it's going product by January the . . . ? Soledad Let's say |anuary the fifth. I'11 tell B What's the total? them. And I'm going to prepare some press A Four hundred and six euros. releases as well. B OK. Greta Great. A Do you want the notes in fifties? B Yes, that's fine. A So that's four hundred and six euros and your receipt. B Thanksverymuch. t26

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OX.FORD Withspecialthanks to: Kiva Systems p.28 TINIVERSITY PRESS Illrstrationsby: Mark Duffin pp.27, 33; Beclqy Hallsflhe Organisation p.75; Martin Sarders pp.6, 49, 99, 113, 119. Great Clarendon Sbeet, Oxford, ox2 5Dp, United Kingdom Cwer hnagei Getty Images/Clerkenwell Oxford University Press is a department ofthe University ofOxford. It fufihers the University's objective ofexcellence in research, scholarship, Back cover photograph: Oxford University Press building/David Fisher and education by publishing worldwide. 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