SB_BR2nd_Advanced

Key word I kilt Practically speaking I Civing and responding to compliments Match the use of k// in 1-6 7 > tZ,l Listen to six conversation extracts and answer questions a-c. to definitions a-f. _a Which extracts include a compliment on someone's appearance? _b Which extracts include a compliment on someone's work/achievement? 1 l'm going to have to sit c _In which extracts does one or both of the speakers seem uncomfortable? down, my feet are killing me. 2 > tZ.Z Listen again and decide why the speakers might feel uncomfortable in 2 I heard he made a killing some of the extracts? from selling doughnuts at 3 Look at phrases 1-15 from the extracts in 1. Decide which are used to the World Cupl compliment someone (C) and which are responses to a compliment (R). -3 ... but don't tell Sandra 1 That was ereat. she'd kll/ me if she knew 2 Avery worthwhilemeeting. _ what I'd done! 3 Thanks. 4 Thank yo-u. I felt it went well. _ 4 When I heard Jos6 wanted 5 You're lookine well. 6 I like your ... to become a singer, I killed 7 I thoroughly e-njoyed your talk. _ 8 It was verv interestine. myself laughing - I mean, 9 I don't know how you can say that, but thanks an)'way. _ 10 I'm glad you enjoyed it. _ he's tone deaf! L1 Great desien. 5 lt won't kill you to admit we 12 I love 13 I was hoping it would be well received. targeted the wrong market with that advert. 14 Well done, you all did a great job. _ 6 John asked Abi about her 15 You have verv nice ... new .lob, but she hadn't D For extension and revision, go to Useful phrases on page 136. been asked to second 4 Work with a partner. Use phrases from 3 and have conversations 1-4. interview - it was a real Avoid making your partner feel uncomfortable and respond to compliments conversation killerl appropriately. Conversation 1 a to make a lot of money from A You've just given a presentation. B Compliment your partner on his/her presentation. something Conversation 2 B You've brought in a homemade cake for a colleague's birthday. b to laugh a lot about A Compliment your partner on his,/her cake. Conversation 3 something A You've presented a new package design to your company. B Compliment your partner on his/her design. c to be a lot of effort to do Conversation 4 B You have a new haircut. something A Compliment your partner on his/her hair. d to be very angry about something e to hurt f to stop something abruptly Culture question . How would you feel if someone complimented you on a) your general appearance, b) a specific part of your appearance - eyes, hair etc., c) your belongings? . Do you know of any cultures where these types of compliments are not appropriate? . Does it depend how the compliment is made and who is making the compliment?

Focus Preryiew L Read the different descriptions of ways of doing things in business (1-12). Decide ln this video lesson, you will watch two different interviews if each description refers to business practice in the past, present or future. with Professor Tim Morris and 1 Short-term and temporary contracts are the norm. Professor Jonathan Trevor. 2 A11 basic routine jobs are automated (e.g. robots assemble cars). They look at how our view of 3 Office workers do a nine-to-five day. leadership has changed in 4 Leadership skills are only needed at board level. the last century and make 5 The role of the worker is only to follow orders and not question decisions. predictions about leadershi p 6 Working in teams is the most effective way to rcach decisions. roles in the future. 7 Remote working is the norm. 8 Employees need a variety of skills and continuous retraining. Prof ile 9 A manager's primary purpose is to maintain the current system. Tim Morris is Professor of 10 Typically, most managers are male. Management Studies at SaId Business School. He lectures 11 Companies with flat structures are more efficient than those with hierarchies. on the Oxford Advanced Management and Leadership 12 Everyone must learn how to manage change. Programme. 2 Work in groups. Compare and discuss the reasons for your answers in 1. Then think of three more descriptions (of the business world and the workplace) that you can categorize in the past, present and future. 3 fft\" speakers in the videos use the following words and phrases. Match 1-10 to definitions a-j. a thinking about your past performance b the ability to imagine the future and plan for it t humdrum and c a powerfui type of personality which attracts, mundane impresses or influences other people 2 contingent 3 vision 4 continuity d boring and always the same 5 self-reflecting e maintaining the current situation so nothing changes 6 charisma f an important characteristic of someone or something 7 intrinsic g dependent upon 8 set of traits h increase or grow quickly 9 escalate i achieve everything you are capable of 10 fulfil potential j group of characteristics Leadership from past to present 4 ,,' WutchTim Morris answering three different questions. Number questions A-C in the order he answers them (1-3). A At what stage in their career do people emerge as leaders in business? B How different is being a manager and being a leader? - C What do we need to learn in order to be a leader? - 5 Watch the first part of the interview again.Tim- Morris says that in the past we tended to associate leaders or managers with the aspects of business below. Were the aspects associated with leaders (L) or managers (M)? vision making things work effectively running- systems _ monitoring _ - Ions-term stratesv chanse continuity managing the organization's environment innovation - - 6 Wtly doesTim Morris think these past ideas about leadership and management are false?

Glossary 7 :, Watch the second part of the interview again and decide if Tim Morris come into your own to be thinks the statements below are true (T) or false (F). Note down any words or useful and successful in a certain situation phrases he uses that support your answers. figurehead of political 1 Most leaders start to emerge in their late-twenties or early-thirties. _ brokering someone who 2 In many companies, Ieadership development often takes place intensively in represents the company when negotiating people's thirties and forties. grasp the nettle force yourself 3 In the modern entrepreneuria-l world some people experience their first to do something difficult leadership challenge in their twenties. _ the cream always rises to 4 If you haven't become a leader in your forties or fifties then it's probably too the top the best people will late. _ naturally succeed 5 Increasingly, women are coming back to their careers and taking on leadership thrown into the deep end roles. _ given a challenge with little or no preparation or assistance 6 Don't think you are ever too young or too old to be a leader. _ thrust into the role forced to I Watch the third part of the interview again about how to learn take on a job you didn't ask for or want leadership. Make notes on whatTim Morris says about these three areas and why they are important. . Self-reflection o Experience o Formal learning I Work with a partner and discuss the questions below.Then report back to the rest of the class. 1 In your experience, would yoll say that the skills of managers and leaders tend to be different or that they often overlap? Can you give examples from your own workplace to support your answer? 2 Did any of Tim Morris's descriptions in the second part of his interview reflect your own experience of taking on leadership roles? What did you think of his views on age and gender in relation to leadership? 3 Based on your own experience, describe how important'experience, formal learning, and self-reflection'have been in your own career development. Has one aspect been more important than another? Profile Leadership in the future Jonathan Trevor rs Associate 10 O $5 Watch part of an interview with JonathanTievor talking about how our Professor of Management Practice at Said Business view of leadership will need to change in the future. Answer questions 1-7 in School. He is an expert in as much detail as possible. organizatronal theory, human resource management and the 1 In what way does ]onathan tevor compare the traditional view of a leader future of work. with top-flight athletes? 2 In the traditional view of leadership traits, which one is the most important? 3 \\A/hat word does ]onathan Tievor use to describe these past ideas on leadership? Why? 4 In what ways will change impact on our working lives in the future? 5 Lrstead of seeing leadership as a set of traits, how does he think we should see it? 6 In the future, what will all organizations expect us to be capable of doing? 7 How should we all see work in the future, according to jonathan Trevor? 11 6 05 Work in gxoups and compare your notes in L0.Then watch the video again and add any further details to your answers. Managing and leading in the future 12 Work in groups. Prepare a one-day course entitled'Managing and leading the future'.The aim is to prepare people from your own company or people working in your areas of business with the new skills that they are likely to need in the future.The day includes four workshops on different topics. Decide on the name of each session and then list the main aims of each one. 13 Present and compare your training schedule with the other groups tia-

Working with words 5 The position they offered was not particularly interesting - in fact it was rather ordinary 6 One of the most surprisirtg L Complete these sentences with the verbs from the things was list. Change the form of the verb if necessary. the number of times meetings were rescheduled. build (x2) (xp2ro)cegsisafeorwmeighnuxapnawgoerktake 7 My manager has a relaxed read keep towards timekeeping so I don't worry if I'm late for 1 jens found it difficult to the situation at work. MMK - he couldn't understand what was going on 8 This project is taking a lot of time so at all. hopefully the results will pay off. 2 If you want to culture-sg, oyoodurneelaetdiontoshinipfosrmwith 9 We prefer to do business with companies that are clients from other -willing to listen to different ideas and not yourself about their customs and ways of doing afraid to take risks. things. L0 Sometimes the fact that he is so confident in himself 3 Before relocation, we the pros and cons does come across as arrogance. of staying in our own country or moving to a new 11 They've just opened a new branch in an area of location with lower costs. town that is grozoing in popularity 4 I can't ginifvoermyoautioanfinyaol-udseecnist imone.until I've 12 Data entry is one of the more boring and repetitioe all the aspects of the job. 5 I'I my eyes open when I go to the meeting in Tokyo so I can learn about offic-e Business communication etiquette. 1 Sonia and Luis are discussing Luis's visit to a 6 tHoegr-eetintothkenoswoupthe,owplee like to our time potential site for the company. Choose the best before business with we do answer from the words in italics. them. Sonia How did you feel about the beach site? 7 Some people an osop-itnhieonatotiftuadceomanpdany Luis I've got to say that I'm not 100% lagreed / based on first impressions, conoinced / decided.I mean, it's beautiful. But it's behaviour of reception staff is very important. more of a holiday resort than a business centre. 8 My six-month placement with ACI me There's too much of a holiday feeling - and it's not even especially close to the airport. All in all, an insight into how business is conducted in India. it's going to be a bit more complicated than we 9 Erik will be managing a multicultural team so he'lI 2anticipated / considered / proposed. 10 need to move to thehiEsuinrotpeercaunltuofrfaicles-kwilillsl. Sonia I see. \\Mhat about the potential pitfalls? What's Sanjit's your impression of the local workforce? both ways - he'll learn about our culture and we'll Luis Well, I3shouldn't / toouldn't / didn't go so far as get extra help with the project. to say that they don't speak English at all, but I did run into a couple of problems. al'm saying not / l'm 11 For me, the hardest part of doing business in a not to say / I'm not saying it's a bad thing that their different culture is unknowns - I don't French is better than their English, it's just that English will be a major factor as well, so I'm a bit like dealing with unfamiliar situations. 5aware / careful / wary of that. I'll do more research if L2 Petra an open rnind while she was yolr want, but I can't promise 6nothing / something / investigating the cause of the communication anything.I'm a bit reluctant to recommend the site breakdown - she wanted to talk to everyone before at this stage. she reported to the CEO. Sonia What about the city-centre site? 2 Replace the words/phrases in italics with adjectives Luis I Tought to /'ue got to / shall say that I've never from the list. Make any changes that are necessary. seen anywhere quite like it. I'm totally convinced by its potential, as it's really got everything you out-of-the-way outspoken run-of-the-mill could ask for. I'm sure you'll agree that the local facilities are first class. There's also an old factory dozun to earth unexpected lozu-key which I'm fully sconfident / assured f insured we can acquire and refit. up-and-conring time-consuming ensy-going Sonia I'm not sure whether the budget will stretch ... open-minded tedious self-assured Luis That's notean explanation / a reason / a rationale to 1 Sam is very practical and sensible delay. As you'll see from my projected figures, the helps us keep things in perspective when there are price of the disused factory is a bargain! Wel)can't / problems in the office. mustn't / don't go wrongl 2 DDM's new office building is attractive, but it's Sonia Then that shouldn't be a problem. quite dfficult to get to and doesn't have good transport links, in my criticism of 3 I was open and honest the plan and this offended my hosts. 4 I don't like to attract a lot of attention so my retirement party was simple and not extraaagant to2

2 Correctthe mistake in each sentence. Language at work 1 I'm not just 100% convinced - I mean, theoretically L Choose the correct words in italics to complete it's a good idea, but ... these extracts from a company's strategy statement. 2 I'm fully sure that you'll agree to the proposal. 1, We are gro'cuing / grozu our business by adapting 3 To be just, the whole matter could have been worse. what makes / has made our business a success in 5 I wouldn't go so much as to say that I think it is the UK in recent years to our other international fantastic, but it certainly has potential. markets. 6 From how I could see, there are already several 2 We haae expanded / zuill haue expanded our Dutch established retail outlets. operations with a move into retail banking. Initial figures haoe been f were very promising. 3 Report these statements as indicated in brackets 1 The meeting went much better than expected. 3 The fall in our share price reflects / is reflecting (reporting a personal observation) problems in the markets, and in the last year we luae continued / continue to outperform the stock 2 The trip did not go as planned and I had a lot of market overall. problems. (avoiding being negative) 4 Ian Opie takes / zoill haoe taken over as CEO next 3 The proposed site would be perfect for the month, when Rita Flagstad is stepping / has stepped down after eight years in the job. company. (being persuasive) 2 Read Xavier's notes for his conference presentation. 4 The project is going fairly well. (reporting from Correct his use of tenses where necessary. another source) 1 We are completing the second phase by the end of April next year. 2 We have originally hoped to commission Meyer for the redesign, but their books are full until next year. 3 As the project nears completion, I'd like to thank all those who had been working on it and are here today. 4 I take questions at the end of this presentation, if you don't mind waiting till then. 5 I wanted to show a short video now, but there's seeming to be some kind of technical fault, so bear with me. 6 We will have sent these figures to you by email after the presentation, so don't worry about them now. 7 I'll now be handing over to Carla. She worked on this area of the project for the last six months. 8 Our sales have levelled off for some years/ but now they're growing rapidly again. 9 That's a very good question. Actually, I thought about this in the taxi from the airport.

Working with words 3 Choose the correct words initalics. 1 Sometimes it's important to put / take / walk a step 1 Match 1-10 to a-j. backwards before you can move forward. 1 The job involved really long hours and she was 2 I don't want more responsibility so would prefer to burnt moae / go /changehorizontally within the company. 2 Everyon-e in my workplace is talented. It's hard to 3 It can often be far more interesting to go along / find a way to stand lead / follow less conventional paths than climb the 3 It's a very competitiv-e environment and you need promotional ladder. to find a way of staying 4 Broadening /Deaeloping / Opening your horizons and 4 One way to propel - trying something new is always healthy. 5 Notice what problem-s your boss is having, and 5 Sometimes it takes time to dezselop / work / grow into come your role and do your job well. 6 Even if-it is not your strength, it helps to play 6 I want to do somethingthat aims / goes / takes 7 You may not actually like everyone you work w- ith, beyond the scope of my current position. but if you're in a team you need to keep 7 Doing a further training course should place / put / 8 You need to get out - post you in a better position for promotion. 9 These numbers just d-on't stand 8 Inevitably, you will come aulss / reach / find a stage 10 If you want to push an idea throu-gh you will need in life when you will welcome change and new to convince others and stand challenges. a ahead of the competition. - b up with solutions to help. Business communication c up to detailed analysis. 1 Complete the expressions with the words from d out from the crowd. e the part of a good listener. the list. f up for your plan. come in like get on to come back understand get suppose think mention keen on talk g out from the late nights and stress. h in with all your colleagues. 1 So, Iet's started. First, can we discuss . . . ? i there and ask customers directly. 2 Perhaps you'd like to us through some j yourself forward is to put in the hours and be of the issues, John. incredibly productive. this idea, but I think 3 You probably won't 2 tvtut\"h the multi-word verbs in 1 to these phrases we should do some more research before ... with a similar meaning. 4 Would this be the right moment to the 1 drive yourself ahead contract details? - the need to find the best 2 show how you are the-best 5 I'm sure you'll 3 maintain good relations with- possible candidate. 4 defend your ideas and argume-nts 6 Can I suggest we to this point about overtime later in the meeting? 5 be exhausted from - 7 I so. But do you really that 6 act as though you a-re will attract a better candidate? 7 maintain an advantage-over 8 I know you're not Ana's suggestion, 8 defend yourself against - M-att, but we do need to consider it. here for a moment, 9 think of - 9 If I could just Jan? 10 do somet-hing actively How should we ensure ...? - the subject of pay scales in a moment. 2 Match each expression in 1 to categories a-f. a Involving people: b Disagreeing/Expressing reservation: c Managing the discussion: d Putting forward unpopular ideas: e Putting forward ideas you're confiden-t about: f Asking permission to speak: - --104-l

3 Correct the one mistake in each of these sentences. 2 Rewrite these sentences using conditionals, starting 1 Would you want to talk about that now, Sophie? 2 The obvious solution to this problem can be to with the words given. advertise the position more widely. 1 I didn't ask for a pay rise. I didn't get one. Even if 3 The target of today's meeting is to draw up a short 2 The company didn't renew our season ticket. I list of candidates. couldn't go to the football game. 4 It's interesting you had said that, because actually 3 They got rid of the air conditioning. The office is the opposite is true. unbearably hot. 5 Could I only say something? If only 6 I'm not sure how your feelings are about this, but I 4 The airport staff called off their strike yesterday. think we need to review our recruitment policy. I'm in Spain now. 7 Brtt what makes you so true our company will 3 Complete these sentences with words from the list. benefit? would might should had haae 8 Given that Arturo does have much experience, 1 Marketing have let us see the wouldn't it be better to take on a contract worker? 4 Match the expressions in 3 to the categories in 2. promotional material before releasing it - it's terrible! Language at work 2 Perhaps you're right - I have been a bit too direct. 1 Match 1-10 to a-j. have booked a taxi if I were you 1 If the interview had gone better, 4 jim might finished earlier if the printer 2 Even if the interview had gone be-tter, been working. 3 If you hadn't had four years' experienc-e, 5 I didn't realize you were so busy. You 4 You needn't have sent a CV. - have asked for my help. 5 My first boss could have given-me more support. 6 I could taken on some of your work - I 6 If I'd been born into a very rich family, - had some free time last week. 7 Whether I'd gone to Harvard or Yale, - had the information last week 8 It would have been good - she would have been able to include it in her 9 It's just as well - presentation. 10 I still don't think- that 8 I can't find the receipts an).where. I suppose it's possible that Rachel a my opportunities woul-d have been similar. have taken them from my desk so that she could process my b Your application form had all the relevant expenses. information. have been better if we had known c I might have got the job. about the delay to delivery sooner - we could have d if you'd told us about their offer. changed our plans, but it's too late now. e we wouldn't have given you the senior post. 10 We have bought that company when we f promotions at this level should be automatic. had the chance. If we had, we'd be market leaders g That's my biggest criticism of him. by now. h I probably wouldn't have got the job. i we were able to match their offer. j I don't think i would have had such drive.

Working with words 3 Complete 1-8 with the phrases from the list. 1 Choose the best answer from the words in italics. achieae good results facilitate productiaity 1 The new secretary is very effectioe / efficient - she assess the situqtion exchange ideas accommodate the needs anticipate obiections works incredibly quickly and to an admirable generate enthusiasm measure the perforrnance degree of accuracy. 1 It can be difficult to 2 We're accessing / entering the final stage of the appraisal so all participants will need to access f individual staff, but there are a lot of useful tools enter key documents as quickly as possible. that use a rating scale of 1-10. 3 She was given no option / opportunity but to accept 2 The marketing team met to the pay-off and leave at the end of the week. for a slogan for the new 4 The new CEO has completely transformed / advertising campaign. to organizational transferred the working ethos in the company 3 If you - employees are no longer apathetic and change, you can prepare convincing arguments in unmotivated. response. 5 Tests were implemented / carried ouf to confirm the 4 The investment in new machinery to seriousness of the diagnosis. streamline the production process should 6 The change procedure / process is naturally a 5 Staff morale has been low so the long one, which can be aided by having a set of company has brought in a consultant to procedures / processes in place. and find out why. 7 Alarge, flexible team of staff provides tl:re means / 6 We've introduced a new system of flexible hours to ability to offer a 24-hour service. of working parents 8 The group's main purpose / meaning is to oversee 7 Having a pleasant and comfortable working the implementation of the new management environment helps to strucfure. accounting exam. 9 You don't necessarily have to jump around and be energetic / dynamic to make a good impression on an audience - but you really have tobe energetic / dynamic if you want to keep their attention. 10 The security department has put in plnce / installed cameras every'where - I even noticed one above the mirrors in the bathroom the other day. 2 Delete the noun in italics which does not collocate with each verb L-8. 1 assess progress / performance / confirmation / a situation 2 measure pragress / objections / success / performance 3 achieve results / ideas / targets f success 4 generate performance / ideas / enthusiasm / interest 5 anticipate problems / objections / requests / productiaity 6 facilitate productioity / progress / change / objections 7 accommodate needs / detselopment / requirements / requests 8 exchange information / dfficulties / ideas / knowledge

Business communication Language at work 1 Complete this presentation about flexible working 1 Complete these sentences with the most with the phrases from the list. appropriate future form of the verbs in brackets. I said earlier and this brings me this is where 1 Sorry, Ali, I'm in a meeting right now. turning to mooing on just to fill you I'd like to sfotraerxt ajumspt lteo I mean 2 We (call) you back in 20 minutes (roll) out the changes in our digress something to think about put it another way management structure over the next year. ... I'm going to talk about flexible working, and in 3 The video link's down. Never mind, particular e-teams. '- in on some of 4 Yo-u (give) the presentation on my own. (listen) to me for over an hour the background, research has shown that flexible working exists in 48% of companies with ten or more by then, so at that point I (take) any employees, and 61,'/. of managers said that flexible questions. working results in job satisfaction. It's 2 (learn) about your annual bonuses and I'11 return to this later on 5 April, all being well. by saying that a good communications 5 Henry (speak) to everyone in the room policy is vital. The e-team operates on a 'dispersed' by the end of the evening, I think. He's such a Dasrs. *LL o' team members work in networker. different locations and at different times. This 7 Their shares (yield) a decent dividend, means that synchronous communications need to given past form bceonimtacptr.oBvye'dsytnoctharkoenoacucso' usnt-mof ereedutcinedgsfa,ce-to-face (be worth) finding out why they phone calls, video-conferencing. Asynchronous turned down the offer. communications - briefing notes, circulars, email, 2 Rewrite sentences 1-8 using the words in brackets. voicemail - need to be managed more carefully ... 1 It's likely that the consultants will suggest merging ... OK,6-to look at the customer dimension. the departments. (probably) \\Atrhatever the working arrangements, it's vital that the a quick response. So, 2 I'm sure they'll deliver the stock in time. (almost making the customer wait until apart- certainly) time member of staff is on duty, possibly several days later, is not acceptable. The vital information needs to 3 The management will ask our opinion before bNeocwon8s-tantly available ... of contacting staff making the changes. (bound) issue the team is likely to members. As 9-, the be 4 The tax changes might well turn investors away. sdyisspteemrs.ed1.0T-he ideal is to have a 'seamless' phone (probable) people are integrated into the phone network wherever they are 5 I've got to go now, but I'11 probably see you at the 11 for a second - use of the phone should launch party later. (good chance) be encouraged. Regular voice contact is important to avoid isolation. to the last point - there's no substitute for getting everyone together on a regular basis. Make it fun, too ... 2 putthe words in the correct order. 7 We think the CEO will make an announcement at 1 talk / divided / I've / into... / my / up the dinner. (expected) 8 They may need more identification than a credit card. (perhaps) 3 in / about / more / l'71 / that / moment / say / a 4 on / background ... / to / flll / just/ in / you / oflthe/some 5 are / now / know,/ with /I/if/you/ familiar / don't 6 point / t}lis / and / key / rny / is 7 now / I'll / any / happy / be / take / to / questions

Working with words Business communication 1 tvtut\"h 1-10 to a-j. 1- Katla's team are discussing the menu for a formal 1 In order to test the product we had to run dinner at a large company event. Complete their 2 We make progress by learning from conversation with the phrases a-i. 3 Our risk management strategy means that we 4 In the press conference the CEO a could you let Torsten finish, please 5 We went to visit the community to express b I'd be really interested to hear what you think 6 Having a good plan in place can mean 7 The company are still struggling to restore about the printer issue 8 We actively encourage our employees to take c I'm not fully convinced as yet 9 To prepare for any potential problems d we seem to have some sort of consensus e could you talk us through this 10 Having robust communication plans f you're saying that g bring the conversation back to the agenda a are resilient to most crises. h can I just check - we are now talking about b ownership for their work. i maybe we're digressing a little c a swift resolution to most problems. d a series of simulation exercises. Katja I'd like to start with the menus. Torsten, e their reputation after the latest crisis. 1 f showed public remorse. g solid contingency plans are a must. Torsten Yes. We've prepared the text for the menu and we've decided to use a company called Theta. h our care for the people affected. i each other's mistakes. Wolfgang j in place avoids misunderstandings during a crisis. the printers we're going to use for the menus? Torsten Yes, that's right. A couple of printers sent us some sample menus and I think Theta is the best. They've... 2 Complete sentences 1-8. Use the answers to Theta can offer the same level of quality as complete the crossword and the hidden word. 1 He's such a driver - he puts everyone Katja Sorry, Elke else at risk. Torsten Yes, well, as I was saying, I chose Theta 2 He won't ever support my idea for this new because they have the best prices and their design concept - he's just really was great. 3 Lending so much money without any guarantee Wolfgang By the way, has anyone seen the new that it would be repaid wasn't exactly a design of the company magazine - I think it looks action. terrible. 4 Firing Piotr for acting without authorization was Katia 6 decision - I think she-regrets it . 5 I tend to be quite with my investments - Elke I totally agree with you, Wolfgang. I really don't understand why they changed it. I don't like anything that's too high risk. Katja If I could just 6 Expanding into new markets was a step Wolfgang, - I wasn't sure we were ready for it, but it seems to Wolfgang Yes, well I agree with Torsten. Theta is have worked. offering the best deal, and although the quality 7 lt's to think that you can use the is not quite as good as Schmidt's, it's still good company credit card for personal expenses without enough. someone noticing. Katja OK, well, 8 If yo-u want to be innovative, you simply can't be because you have to be prepared to deal with unknowns and take a chance now and then.

2 ft.\" team are now discussing entertainment. Language at work Choose the correct words in italics. 1 Rewrite the sentences in italics in 1-6 usingit, this Wolfgang So, what's happening with the or that. entertainment? We haven't discussed that at all yet. Example: We've booked you a meeting room. The meeting room will be ready from 3.00 p.m. Katia Maybe we can llet / allow /ask Elke answer that. She's been working on entertainment. = lt will be ready from 3.00 p.m. Elke Have you seen this brochure of party 1 A Didn't we meet at the jakarta conference? decorations? They look great. I think we should get B Yes, the lakarta conference TDas one of the most useful some balloons and ... conferences l'ae been to. Katja That's interesting, Elke, but I think it's probably bestzdiscussed / left / gioen for another meeting. 2 Aleph's submitting his evaluation by email. We don't have much time, so I'd like to prioritize His eaaluation should be uery helpful, I think. entertainment. 3 We need to minimize the chances of a downturn. Elke Sorry. Yes, er ... we were thinking of hiring that A downturn would be disastrous. Abba tribute band, but I'm having second 3opinions / 4 We need contingency planning. ideas / thoughls about it now. Maybe the Beatles tribute band would be better. Contingency planning is just good business practice. Torsten Witharegret /respect / regardsElke, do we 5 The auditors are arriving today. really believe that those kinds of bands are a good The auditors arriaing today is what's worrying me. idea at such a sophisticated evening event? 6 A My problem is understanding all the jargon. B Understanding all the jargon is my problem too. Wolfgang Do we need any live music at all? 2 Complete this presentation with it, this or that. Elke Well, I've started to wonder that. Maybe we don't ... Sometimes more than one answer is possible. Katja I'm not sure this sgels /leaoes / is getting ws We can't say exactly what wi,ll happen next year. any,where. The decision has already been made would make our jobs much less that we'll have live music, so can we try and make interesting, anyway! But there are some predictions a decision on this? Can I just ask everyone 6fo is why conchtde / to sum up / to tell their views on this? will have Wolfgang OK, well I still have serious Treseraations f three parts. Firstly, we'Il carry out a review of our considerations / obseraations about having a tribute performance last year. will help us identify band. If we must have live music, I would prefer a the current trends in the market, and our strengths lazzband or a string quartet. and weaknesses. Next will be a 'blue skies' session. Torsten I totally agree. will involve us splitting into groups of six. Elke Well, I suppose I could look into that. 3 Look back at your answers in 2 and decide what Katja So am I right sabotLt / with /in saytngthat the they refer to. Choose the correct options (a or b). general opinion is we'lI go with either jazz or 1 a next year classical? b not being able to say exactly what will happen Elke Yes - I think so. next year Katia Good. I'd like loedraw /say /manage things to 2 a the fact that there are some predictions a close now so could we check that we are all clear b the fact that we can be fairly confident on what needs to be done next? 3 a the meeting b today 4 a our performance b the review 5 a the session b splitting into groups of six

Working with words Business communication 1 Put these words in the right order to make 1 Complete sentences 1-10 with the best option a-c expressions. 1 My skill in languages was viewed by the 1 you / if / aware... / don't / are / know / I? rest of the team. 2 try / and / we /look / avoid / any.../ can? a helpfully b clearly c positively 3 propose / with / you / how / deal / issue / do / 2 Growth in our Asian markets has been down to our we / this ? team there pursuing new sales channels 4 try / and / facts / we / on / can / focused / the / a powerfully b vigorously c strongly stay ? 3 The fall in sales last month is disappointing but I 5 real / is ... / the / here / issue don't think there's any need to worry 6 say / you / what / to / do / tryng / I'rr. / about it. understand ? a excessively b extremely c exactly 7 I / mean / b:ut ... / what / you / see 4 You have to tread very with Simon as he 8 get / herc / not / to / try / personal / let's is easily upset when there is a problem. 9 I've / make / correctly / I / sure / can / just / this / understood ? a easily b thoroughly c carefully 10 how ... / don't / just / understand / I 5 If you analyse the problem I'm sure you'll come up with a sensible solution. a specifically b logically c factually 6 When there's a crisis in the office, Clare has the ability to consider the facts and look at things a objectively b evenly c exactly 7 My boss pushes us to meet deadlines and achieve the results he wants. a heavily b forcefully c hard 8 ldeally, we want someone who can come up with good ideas and communicate them the rest of the team. a completely b effectively c thoroughly 9 We must make sure to assess customer satisfaction in order to pick up on any customer service issues we might have. c periodically a timely b rapidly 10 We always get the same good results from our logistics suppliers - they always perform a consciously b constantly c consistently 2 Choose the correct verbs in italics andthe prepositions in bold. 1 Admittedly, there are certain tasks that I tend to not spend / pay / saae attention in / to because I find them boring. 2 Alexfocuses / spurs / thrioes into / on the pressure of meeting his performance targets each month. He Ioves the challenge. 3 I like to follow / steer / guide clear in / of arguments at work as I prefer a calm environment. 4 The introduction of performance-related bonuses has focused / spurred / thrizted many employees into / in action! 5 Technical people are often able to point / focus / aint with / on solutions in a systematic way. 6 I don't know how to cope / make / control with / at this situation so I'm going to ask my boss for help. 7 Our packager can be coped / thriued / relied on / with to produce good results every time. 8 You mustn't deaiate / rely / pay attention from / with the agreed workflow.

2 Complete sentences 1-10 with phrases from the list. 2 Correctthe mistakes in sentences 1-10. we try and aaoid you be happy a bit worried 1 The meaning I say this is because iJ we miss this not happy with I be right in thinking prepared to zuhat you mean just don't understand date, then we lose the contract. if you are aware be more than happy 2 What is why you need to fill in this form properly. 1 I don't know but the 3 How we explain this to the board the problem is. reason the situation arose in Sales was that the 4 It's last month's sales figures how concern me. brochures were late. 5 In the case, Alan, I leave you to email the supplier? that no one 6 This concerns me is the cost of the materials. bothered to tell the HR Department? 7 The price of labour to accept I'm prepared how we let the 8 The thing that confuses me this number is here. complaint get so far, 9 \\A/hat I'd like know is when you can send a delay the campaign if we can sort out the problem with the printers. replacement part. -, to meet with a 10 What must we be clear about is that this process mediator? about what is going exists for a reason. on in the new factory. but surely we 7 I see need to do something about this now? to look into a 9 Look, can unpleasantness - we're all adults after all. 10 I'mreallv the way this has been dealt with. Language at work 1 Rewrite the underlined sections of sentences 1-8 to change the emphasis. 1 He didn't contribute to the meetine until the end. Only at 2 She didn't even answer mlz main question. 3 I like her as a person, but I can't stand her lack of orofessionalism. 4 Ben isn't verv well-qualiJied. but his boundless enthusiasm is impressive. The person 6 It's matters like that which vou need to inforLme of. It's absolutelv vital Creativity 8 [ don't like his constant need to make stupid iokes.

Working with words Business communication 1 put these words in the correct order to make 1 Complete this text with the verbs from the list. get (x2) try hit think look brainstorming expressions. foll figure bounce rutl 1 work / would / not / how / I'm / sure / how / Six tips for creative thinking but / practice / this / in / about ... ? . 1-Creativity often needs peace, so out ways 2 | / have / be / posslble / would / it / thought / would / to... of gettlng some quiet time for yourself, Or have an 3 you / work / think / what / that / makes / would ? 'away day'with colleagues to 2 around ideas 4 could / about / we / it / thinking / even together. 5 you / would / llke / on / expand / to / that? r To come up wilh new and unusual ideas, you need to 6 that / just / inl that / I / welll thought / way outside the box. Be open to new 7 certainly / thinting / it's / about / worth perspectives. beyond your beliefs and usual 8 we / shouldn't / be / more / thmking / about ... ? ways of dolng things. . Writing down your ideas and thoughts wiiL help the s-creative process. The more ideas you have, the greater the chance you might on a few good ones. . Take risks! Expect that some ideas will fail or 7-by the wayside. See them as experiments rather than mistakes, then back on track and come up with new solutions. . Be curious. Ask a 1ot ofquestions. Challenge existing methods and out different things. 9-o The end result of a creative idea needs a lot of hard work. So don't give up when you into problems or when projects fail to off the ground 2 Mut.h 1-8 to a-h. 9 the / lines / thinking / I / was / along / of 1 From this point of view, employees are the most important part of a business, an idea which is causing quite 2 To serve customers better, the company is shifting 3 Good managers know how far to tolerate 4 In fact, staff retention is now seen as the ke-y driver to boosting 5 Nevertheless-, strict measures are needed to control 6 ... otherwise they can significantly cut into 7 In the end, both innovation and control are n-eeded to successfully outperform 8 Companies often have to un-dergo radical a costs and prevent overheads from spiralling- out of control... b the production emphasis from quantity to quality. c the competition and maintain a competitive edge. d mistakes and see them as part of the innovation process - they also budget for learning costs. e a stir among traditional, number-crunching managers. f the bottom line and reduce profits. g earnings in service-orientated companies where employees need the freedom to choose how they serve. h change in order to meet the challenges of the digital age.

2 Complete this problem-solving brainstorm with Language at work appropriate expressions using the words in brackets. I Complete this email with words from the list. A So we've got to make significant changes or face Sometimes more than one answer is possible. receivership. (consider) poaching quite rather little all absolutely just actually et)en only gt l'\\-7 market share? L_:.1 C I don't see how that helps. Increasing market share ''- 't doesn't necessarily help the bottom line. I B So, where does that leave us? C 2 (supposing) ignore market share and our competition l'm writing from Milan, where l'm at B 3 (sorry / saying) that a good conference on technologies we don't bother selling anything? in business. lt's all been 2 i nteresti ng C Not exactly. I meary let's look at ourselves rather so far, although l'm getting a3- than outside. (thinking) tired - l've 4 been having about four A Oh I see,4- hours' sleep a night, because I keep bumping that we should be trying to reduce our costs rather into old colleagues and going for meals and than increase our revenues. Am I right? 5-drinks with them. Talking of meals, the food C Well, for example, we could look at which of our here is wonderful 6 the customers actually make us money. most basic things are 7 spectacular. B Erm ... all of them? 9-And the wine's not B A Well, that's probably not quite true. But either. l've got back from lunch, 5 (bad idea). We could 10 Anyway, I needed to ask you even drop those clients who don't make us enough of a margin! B6 (concerned) how that 2 Complete this conversation with a suitable adverb/ would look. aAdvTehrabt iwalapsh1ra-se. C I think it would be fine. By focusing on those a useful meeting, wasn't it? clients who generate the most profits and selling B Yes, although I'm not 2 convinced about to similar clients, we can increase revenues and profits without expanding the infrastructure or A tTthhoeebbderaa3yin-4s,1t-ot'rimmreinsgo. meno,5t e-i.ther. I found that part of fixed costs. 7 (consider). B Yes. Nick couldn't6-keep his eyes open! A Well yes, his attention did seem to wander, but towards the end - for most of the meeting he was concentrating, B Of 8 and even if we didn't get a clear outcome, it was useful 9 to be thinking about all those issues together. - A Yes, I don't 10 think it would have been B possible to reach any firm- decisions today, do you? N1o1,-I suppose not. And I have to say, it was the most productive meeting of that kind we've had on this project so far. 113

Working with words 3 Complete sentences 1-8.Then use the answers to 1 Complete sentences 1-7 withphrases from the list. complete the crossword. collectiae aspiration shared oision Across paradigm shift performance management 3 We wanted a more stntctural change employeeparticipation structure so we gave a lot of decision-making power to the regional offices. skills deficit personal deuelopment plans 6 I don't think the CEO and the board should 1 'We left the company and started our own business continue to alter strategy. Any changes should together. We knew it would work because we had come from the people who are actually doing the work - it should be a a of what we wanted to approach. achieve.' 8 I planned and implemented my own learning programme - it was completely 2 'The company was completely reorganized after those management consultants came in - a radical Down was implemented.' 1 When looking for a job, you can't just have a 3 'In the next year, carrying out our business in an ethical wav is both a and a mutual responsibility for us all.' cover letter - you should adapt the letter for each job that you apply 4 'I would like to encourage for. in all departmental 2 Head Office decide which training courses should decisions.' be made available to staff, so I guess you'd say that 5 'We need to have more control over staff training is progression, so we need to start taking 4 We can offer language more seriously training - we'll teach you exactly what you need and I think we should introduce formalized for your ro1e. for each member of 5 A few of your team are unhappy about your staff.' in traditional management style and I think you 6 'There was a real need to develop a more inclusive and less the team when Gareth left and Jens was appointed team leader. Everyone suddenly became far more approach. target-orientated and enthusiastic. Sales went up 7 Franchises use a dramatically.' business model that is then adapted to meet local 7 '\\v\\lhere are all the competent IT specialists? markets. There seems to be a real in this area!' 2 Correct the mistakes in this conversation. 8 Andrew Why haven-'t they put salaries upby 8ok over the board? Why is it just management level that get that? Tiago That's what always happens. You need to get in the reality world and realize that this is just the way it is. Andrew I know, but I think this decision is actually counter-productive with the long run. Some staff might leave. It will cost a lot to recruit new staff. Tiago Tiue, but they'll always defend these types of decisions. They'll argue that management deserve bigger pay rises because they're the ones who have to think about the huge picture and make decisions. t14

Business communication 1 put the words in italics in the correct order to complete the conversation. Gerhard Hi, Nicole. I'm calling to discuss the recent delivery problems we've been having. Nicole Oh, hi, Gerhard. I've heard there have been a /few delivery issues recently.l problems / the / Could zuere? / what / you / exactly / clarifu Gerhard Yeah, sure. Basically it's White Route Logistics, they just don't seem able to deliver on time any more. Nicole 2 mean / you / Do / that the other logistics companies we use aren't causing any of the problems? Gerhard Well, not exactly. 3 is /I'm / saying /lMat that it's mainly an issue with White Route Logistics, but we have also had a couple of problems with Utome. /Nicole a logistics / of / What / name / other / again? / was the/company/the He's been headhunted by that web company, 2 Lookat other examples of 'the future in the past'in Utopia. Gerhard Really? I knew he wasn't particularly sentences a-g.\\A/hich one expresses ...? huppy. 6 about / way, / By / talking / the 1 a prediction people leaving, have you heard about Helga? Nicole No. What's happened? 2 an arrangeme-nt Gerhard Apparently, she's taking early retirement. 3 an obligation - 4 a promise - /Anyway, sorry. 7 That's / of / digression. / a / bit / a 5 an excuse - 6 a personal -conviction 2 Choos\" the correct words in italics. 7 an intention - 1 A Can I speak to Rachel Warner, please? a I was visiting-the client tomorrow, but they've just B Did you ask / said / say Rachel Ward? had to postpone the appointment. 2 I'm not quite clear with / about / af your last b She assured us that she'd have the figures by the suggestion. end of November. 3 Could you mn ltby / through / along me again? 4 Could I ask you to spell it / with f out some details? c We brought in a new CEO thinking that she would 5 No, it'sbad / not / problem that we don't have the be able to change the company culture. resources. We don't have the time to do this. d I was going to send it to you, but I forgot. Sorry. 6 Just a second / little / thought. It may not be entirely e I always knew he would do well in the company. relevant, but have you noticed how tired David's f I was going to phone you this week, but I heard been looking recently? you were out of the office. 7 ActuaTly, rt doesn't / won't / isn't matter - it's a bit off g They were supposed to get back to me by Monday, the topic right now. but it's Wednesday and I still haven't heard from them.

Working with words Business communication L Complete the text with the verbs from the list and 1 Complete this impromptu presentation with the an appropriate preposition. Change the form of the phrases from the list. verbs if necessary. just like to outline it would be a good idea if I haae make see gain take feel thathaae to admit youI'll get back to I think you should be aware we are at the moment the first thing is a good point remember exactly Name: Al1an Reed Job: Researcher, Biotechnology, GTT Anton Could you run through the opportunities for What inspired your interest in biotechnology and CasrtoudOeKnt.sWaht eDreHN1?- working for GTT? is, we've just finished putting together the I've always had a passion for science, but what brought me to GTT was knowing that the work I'd do would introductory programmes for students - there are two programmes where students can a difference people's lives. learn the business from the inside out. I'd What do you like about working for GTT? 2 the main features of 2-The people, the research, the culture, the whole these. And perhaps 3- environmentl The company has tSoou.c.h. e4d-on the main opportunities for graduates. our Intern recognition, and awards, its overall Programme gives hands-on experience during the performance as a company and its workplace culture. summer vacation. We look for candidates with It offers an environment that supports both teamwork 3-and lndividual initiative - so I good leadership and communication skills. a say a-the research I want to do. I Anton Does it matter what year of their degree part s- an incredibly talented team of people they're on? who pride the products they Caro That's 5 Thev need produce. to have completed their second year of study. -People are very supportive of each other, and the Anton Do they need to be studying a specific degree? beneflts that the company offers are so generous that Caro I can't6-,butmost 6 a future myself opportunities are for students in business and anywhere else. technical fields. OK, next point. We also run a 2 Choose the correct verbs in italics andthe Co-op Programme - with alternate school/work semesters - which helps students gain experience prepositions in bold. and try out ideas from the classroom. 1 My company inspires / prouides opportunities for / Anton Creat... into developing our areas of specific interest in the Caro And that for industry. students whose home is at least 40 miles from the 2 It's an established company which supports / takes work location, we provide an accommodation pride in / of its good track record of developing allowance at the beginning of each work term. innovative new products. Anton What about academic grades? Are you only 3 Our research made / proaided us to /with a looking for high achievers? competitive advantage by allowing us to react Caro Well, principally we look for people who can quickly to market trends. work well with others. grades are important, I8 4 Moving our sales office to Asia connected / opened obviously. Let me check the exact requirements and to / up more market opportunities for us. 9 5 Getting this job allowed me to support / turn my dreams of working with endangered species into /of a reality. 6 Our team's passion for delivering top-quality products prooides / unites us for / in a common cause. 7 Listening is fundamentaltnbuilding / making on / up rapport with people. 8 The secret to success is to offset the need to work with striaing / reaching at / for a healthy work-life balance. 116

2 Correctthe one mistake in each sentence. 2 Choose the most appropriate answer to continue 1 I like to be able to tell you more, but I'm afraid these conversations/presentations. 2 You're quite right, we are need to address this 1 Is our employees'happiness important to us? question. a (same speaker) Yes, it's of absolutely paramount 3 I don't have the exactly figures, but what if I importance. summarize? b (new speaker) Yes, it's of absolutely paramount 4 I think really this is an important point. importance. 5 I can check double if you like? 2 Can I check whether you feel valued at work? a Yes, you can. I don't, really. 6 I think that's covering everything. b In general, yes I do, mainly because I'm in a 7 You'll appreciate that I still have need to run that supportive team. by the board. 3 Why do you think the company has such high staff Language at work turnover? 1 put the words initalics in the correct order to form a I'm not sure - that's something we're trying to questions. address. 1. A say / ruould / many / you / you / weaknesses / haae b Not a clue. What do you reckon? 4 Will the union be asking for a higher pay ? settlement this year? B I have some, but I always try to overcome them. a When have they ever not? 2L /position / like / know / l'd / you / attracted / what b Probably. And what will we do then? this/to/to 5 And employees'productivity is the best it could be? ? a Well, these things can always be improved, but B Well, the company's reputation is really good it's not far off . and I'd love to have the opportunity to work for b No. you. 6 Do you know how many sick days the average 3A /you / you / your /'re / are / present / unhappy / job employee took off last year? not / in ? a TWo point three. b I don't know. I'd imagine somewhere between B Not at all, no, but I'm ready for new challenges. two and five. 4A looking / you / what / are /for / salary 7 Are you with me so far? B My current salary is about €40,000 a year, so ., a (new speaker) Of course we are. 5 A you/us/questions/haae/ask/must/to / some b (same speaker) Good. Moving on, then. This next ? slide shows ... B Yes, I do have several questions for you. Firstly, 8 How can I put this? a You're fired. is career progression seen as important here? b Basically, as you know, we are having severe problems in terms of resources, and... 9 And how about childcare? a (same speaker) Are there any plans to introduce a crdche? b (nezu speaker) Well, how about it? 3 fi\"a an example from the sentences in 2 for each of the following categories. a a rhetorical question b an embedded questio-n c a question to check that -the listeners are paying attention d one questio-n used to introduce another question e a statement used as a question - 7L7

Working with words Business communication 1 Complete sentences 1-8 with words from the list. 1 tu.u and Amal are discussing strategy and corporate accountability track record assets resources. Choose the correct answer (a or b) to bottomline knowledgebase naturalresources complete 1-8 in their conversation. criticalsuccessfactor sustainable deaelopment 1 a We have a number of options, endangered species b Looking at it from a long-term perspective, 1 I really believe in the importance of 2 a I think we need to look at the bigger picture b We have to bear in mind the long-term viability - companies have to 3 a I think our options are quite clear here. show some kind of responsibility for their actions. b Realistically, would we be able to finance this 2 I don't think we can rely on Piet to manage the strategy? project successfully. Do you remember the disaster 4 a we have a number of options b we're in a really strong position with the last project - he doesn't have a great for this kind of thing 5 a provided we b there's no point in trying to 3 We've invested a lot of money in training and we're 6 a I'm not sure that would work, now seeing the benefits - we've built up an excellent b assuming we decided to renovate the offices, within the company. 7 a Right. So we're decided 4 Our company owns a lot of land and this is one of b I'm not sure that would work our most secure 8 a how would it work if we continued tomorrow? b 5 When you work for an insurance company, you are there any other points to consider? 1- Tara So our aim is to improve our reputation. know that natural disasters can have a really we need to focus on improving more than just our negative effect on the product. of the company. Amal Exactly - we can't just focus on one area. 2- 6 A-forourexpansion and this means addressing absolutely everything plan is getting the necessary funds to finance the that affects our image. project - without the money, we just can't do it. Tara Right. We could start with our physical 7 We're using up more and more resources - Iook at the state of our offices, they're and they won't last forever, so we have to start thinking about taking a old arld run-down. approach to our Amal So you think we should find new premises? business. That could be really expensive. 8 Trade in ivory is illegal as it threatens Tara Good point. 3- such as rhinos and Amal No, I don't think we could. elephants. Tara Then maybe it would be best to update and 2 Complete the email with phrases from the list. renovate our current buildings. short-termprofit drain on resources market aalue Amal Possibly, but remember - a- for this return on inoestment cost-benefit analysis Iong-termaiability quantifiabledata improvement programme - we should think about other issues too. People, for example. We need to Hi Alex ThrraetaYiens,obuur tbses-t staff and try to attract new people. attract the best people if we can't We've discussed the CSR proposal and these are our suggestions and concerns. even offer them a modern office to work in. our staffing Before any scheme is chosen, a detailed Amal Maybe you're right. So 6- 2-project won't be a has to be carried out to ensure the problems could disappear. and finances. TAamraalWIetlhl,inIkthsinoktoiot .c7ou-ld help. ln order to get the shareholders on our side we have to start looking into the - we'll 3-be able to show immediate results - they'll want to see some from this project. This will be costs of modernizing the offices. easier if projections show a good Tara That sounds like a good idea. But before we go r period. Our report needs to include ahead with that,8-? - the shareholders will expect to see Amal Yes - what about our actual processes? some facts and figures. From a PR point of view, the CSR issue is one we must address as it will boost our overall ect is our first, we must check its carefully, so that we can be sure of a positive effect on our reputation in the future. We're not aware of any similar projects by our competitors, so potentially this could give us a real competitive advantage. Let me know when you would be available for a follow-up meeting about this. Regards Verena

2 p*the words initalics in the correct order to 2 Correctsentences 1-10 using the information complete sentences 1-7. in brackets. 1 Let's be a bit more positive - we f uork / proaided / 1 If I know Chris's email address, I'd give it to you. together / all (I don't know it.) I'm convinced we can still meet our deadline. 3 If John turns up on time, I am amazed. (It's very 2 Well, hold / we / assuming / decided / to unlikely he will turn up on time.) the next team meeting in Brussels, we could 4 If we hadn't changed suppliers, we wouldn't had also take the opportunity to look at some office so many outstanding orders. (There are a lot of buildings to rent next year. outstanding orders now.) 3 OK, it seems manageable, but we long-term /mind / 5 If the directors have had a pay rise last year when haoe / bear / in / aiability / to / the we had our bonuses cancelled, a lot of people of this project. would have left the company. (The directors didn't have a pay rise and people didn't leave.) 4 /Look, going / no / zoe / meeting / don't / with / there's 6 If they would offer you the job, would you take it? ahead / point / this / if have any of the key decision-makers here today. (It might happen.) 5 What's really clear to us is that strategy / to / clear / 7 If we could afford to relocate anywhere in the we/deztelop/a/need world, I will vote for Manhattan. (We can't afford to move the company forward. to relocate.) 6 We don't have a lot of money available to us, so 8 We could offer BA Thomas the case then LPC] turn basically choice / zue / haae / don't / much it down. (LPGJ might turn it down.) 7 Well, that was a really interesting discussion - so, 9 Provided we offered to cover your relocation general / the / is / consensus / that expenses/ would you take the job? (This is a we need to find a new developer if we're going to definite offer and I need your answer now.) deliver the product on time. 10 If I was reappointed, I wouldn't have had to look - for a new job. (I wasn't reappointed.) Language at work 1 Match 1-10 to a-j. - 1 If we appear to have green credentials, 2 If I remembered to copy you in on the em- ail, 3 If we raise dividends, - 4 We'Il be able to minimiz-e damage 5 h\"r the UK, if you're introduced to s-omeone, 6 We may lose market share - 7 If everyone turned off their -computer at night, 8 If we don't start providing incentives, - 9 If I had taken the job at Kurwenal, - 10 If he's been at work all night, - a you should have got it some tim- e yesterday. b you shake hands with them. c providing you stick to the measures I've put in place. d we would save the equivalent of two directors' salaries. e ethically-minded customers are more likely to buy our products. f I would never have met my wife. g we keep shareholders huppy. h no one will want to move to the new offices. i his concentration probably won't be 100%. j if Kirput and Sinderzy merge.

Working with words between the individual 1 Complet e the puzzle using clues 1-12 andfind the team members. It takes time, but it's worth it. hidden word. Getting them to collaborate on projects can work, 1 If you have this, you are totally dedicated to what or sharing responsibility for key tasks - anything you are doing. eto-bwrinitghiinndividuals closer together and develop a the team. This 2 Able to make decisions. 3 If you have this, you believe completely in what enables the team to work \"as one\".' you are doing. 'People need to know where they stand. It's irnportant 4 Knowing your capabilities and your limitations. your expectations and 5 lnterested in, and good with, people. 6 Modest, not arrogant. feedback - so treat everyone the same. Always 7 Working together and involving everyone. 8 Letting people do their work without interfering. individuai achievement 9 Flexible, willing to adjust to different situations. when it's appropriate to do so. But also acknowledge 10 If you have this, people believe you are honest and successes 1th2at-aare a team effort - any manager that trustworthy. sense of team does this 11 The ability to understand other people's feelings. spirit.' 12 If you are this, you feel very strongly about Business commu nication something. 1 Complete 1-11 in this briefing with phrases from the list. the benefits are clear as I understand another great thing about this change is yor.L and your teams are crucial to inhas a key role to play it has been agreed that I would encourage all of you to it will be zuell utorth the inconaenience apparently, the decision was taken iswhat this will allow us to do my understanding 'As you may have heard, from 1st January, the activities of all the European offices will now be independently managed from Brussels rather than reporting directly to New York. at yesterday's meeting of the new senior m3a-nagement team, and obviously it affects all of us. it, 2 Completei-12in the advice about leadership with although the initiative came from head office, it has the words and phrases from the list. been welcomed by all the regional offices. culture of trust aaoid work together credibility be consistent in establish generate influence Now, firstly, to offer a instil recognize reinforces sense of cohesion fcausstteormaenrds.m5o-re tailored service to all our European that we will 'Be especially careful at the beginning. You won't have complete independence, and the freedom to your authority as a team develop our own ways of operating that are right for leader by being too heavy-handed. Your team need our market. to accept that you have the right to lead them. And Now, there is likely to be some restructuring on a local you certainly won't level, but is that there confidence in your team by being too hands-on - they will be no job losses. Even if a few people do have may see t3ha-t as a sign that you don't trust them. So at to relocate, to have so all costs, the temptation much more control over our destiny. And long term, to micromanage.' more freedom, more 'Your team need to know you can do the oOpbpvoiortuusnlyitiees-, thmeore rewards. success of so it's important to establish your right from the this strategy. It's up to you to seize the opportunity sst-art. You're urLlikely to be able to exert any and to make it work. As I see it, each one of you over people if they don't 10 ensuring that the believe in you. Show them that you recognize their transition is as smooth as possible. It is proposed that professionalism, and they're more likely to see you we hold an initial planning next week, so in the same way - in other words, make an effort to 11 'with your teams mutual respect.' and come up with some initial ideas for this.' 'You have to get them to If they're suspicious of each other, or too competitive, that has to change, so try and build a

2 Complete the spoken extracts from a meeting using Language at work 1 Rewrite sentences 1-8 with passive forms using the the minutes and expressions from the list. prompts in brackets.The underlined words are not I like the idea of ..., but I'm not uery happy about .. . relevant in the passive sentence. ...That's a aalid point, but My understanding is . .. 1 Shops were selling five of our products every Let's giue this s chance to raorlc. minute tr.201^7. (past continuous) I haae some concerns /reseraations about . . . 2 We asked him to email us details, but he didn't get Are there any guarantees that ...? back in touch with us. (perfect -ing form, start the Can you ASSure us / giae us an assurance that ...? sentence with the -ing form) I understand where you're coming from. 4 Someone mieht have sent the flowers vesterdav. Reduction in departmental training budgets (might + perfect) SH has some reservations about the proposed changes. He agrees there's a need to be more cost- 5 Someone selected me. It was a great honour. effective, and make departments more accountable. However, he's worried that the essential training needs (perfect infinitive, start the sentence with fo) of individuals and small teams will not be met due to increased competition for a limited budget. 6 An emolovee had been processing vour order, but CJ recognizes SH's concern, but it will now be the then the whole system crashed. (past continuous) responsibility of individual departments to decide 7 Someone is eoins to write a formal replv to address how the money is spent - not the HR Department. At your complaints. (golizg fo) the moment, departments have to spend a certain proportion on job-specific training, lT skills and language 8 We have received 15,000 orders - a staggering training, but in future, they will be free to choose their own priorities. number. (present perfect) SH: This is something I wanted to bring up. 2 Choose the correct words in italics Cj: Well, of course, By the end of the year, the third quarter's losses t had more than made up for / had been more than made up forby final quarter gains, This 2put /was put us back on target for a strong year-end performance, and indeed, when our annual figures 3pubtished / were published, they a showed /were showed a year of record profits. These prof-i.ttsr__cdivided /were divided as follows: 50% 6reinvested /was reinvesfed in the business, we7 paid out /were paid out20?/o as bonuses to employees, and the remaining 3OohBwent /was gone into dividends for shareholders. Our dividend I raised /was raised lo 8o/o, the highest rate for some years. 10 Looking / Being looked towards the future, we're delighted 11to have invited /to have been invited 12 to put in /to be put in a proposal for the competition 13 to build / to be built a major new skyscraper in London. 1a Having voted / Having been votedthe UK's most innovative architecture firm for the third year in a row, we 15 anticipate / are anticipated success in this.

Working with words Business communication 1 Complete sentences 1-11 with the words from the list. 1 A company is thinking of relocating its offices. integrity pioneering responsibility unity excellence merit competence diaersity equality Complete 1-7 in the conversation with the words dignity respect tolerance mutual cooperation from the list. in the workforce means we have a possibly say to out beyond stuck firm ruay round wide range of skills and experience to draw upon. Union representative So, we're all extremely 2 Tim Berners-Lee was the force in the worried. I would urge you to consider redeveloping the current site. development of the Internet, Managing director Yes, I can understand 3 It is our to make sure our production worries, but the decision is our control. We need process has minimal impact on the environment. to assume the move is going ahead and plan 4 In spite of their differences, the board displayed accordingly. public at their last press conference. Union representative Well, if we really are 5 AII staff promotions are based on about an individual's rather than length of service. 6 the two countries has increased then I want to make sure that the employees get a trade in recent years. guarantee that they wiII be looked after. 7 Ow company has very strong moral principles - Managing director We can guarantee that most members of staff will be invited to move to the new -betweeisnkey. 8 against discrimination site. We have strict regulations in order to ensure Union representative OK, but we can't for all our employees. expect all staff 9 Employees should show members to move. They have family ties and understanding towards colleagues with different partners with jobs here. points of view. Managing director Obviously there will be some 10 Our ultimate goal is to achieve We do severarce pay for those who leave us. our job the best we can possibly do it. Union representative Well, yes, of course there will. lL Our work environment promotes mutual But not everyone wants to leave the company. so that all employees can maintain their Managing director So they come to the new location. at work. Simple as that. 2 Underline the adverb initalics that can't be used in Untihoant.reI hparevseetontsattaivve4No, it's not as simple as each sentence. on this. We need to think about alternatives 1 A rise in interest rates would be comparatioely / sfo-r the ones who can't move. What would you potentially / significantly disastrous. offering people the 2 The negative figures for the last quarter are option of working from home? potentially / profoundly / stLrprisingly worrying. Managing director That's not 3 Fortunately demand has remained comparatiaely / of the question, but it iruetrieaably / relatiaely stable. wouldn't work with every -job. 4 The growth in demand for new hybrid cars has Union representative OK, but I don't think it's good been potentially / relatiaela / unexpectedly rapid. enough to offer people a couple of months' salary 5 Since the negative publicity over the recent share and no further job prospects. We need to find a /issue, media reports have become appreciably 7 this ... noticeably / relatioely more hostile. - 6 Even if the allegations aren't true, their effect is comparatioely / irretrieoably / potentially damaging for the company. 7 Disposable income across the population as a whole is irretrieaably / noticeably / significantly different from even a year ago. 8 It's a fact that we are now finding it potentially / increasingly / relatiaely difficult to find skilled workers prepared to work for these wages.

2 Choose the correct words in italics. Language at work /1 We have arrioed / got / reached the point zuhich 1 Complete sentences 1-9 with the words from the where / when we have no other option but to withdraw our custom. list. Sometimes more than one answer is possible. 2 Would you consider of employing / employitrg / to Offering Giaen Haaing considered As changing Knowing Faced uith Not only At no time employ some extra staff for the project? Under no circumstances 3 No, I'm afraid it is not just / just not possible. 4 Unfortunately, management is refusing to change / L all the applications, we have shortlisted budge / adapt on this. the two candidates we think have the most 5 I'11go along /willing / agree with that. potential. 6 We are zuith / at / in a very difficult situation right -I'm not that Beth has only been here a month, now. sure she's the best person for this project. 7 Could we make out / do / hazte with a smaller order 3 the choice of accepting a job I don't for now? I don't thirrk we have enough cash to want, or being unemployed, I'd definitely take the make our usual order. job. 8 lhad / can / uould be willing to offer a discount of -we'd the process would be time-consuming, better stick with what we have 5\"/,, if you ordered a minimum of 100 units. to assign him another employee would 9 I'm afraid I have fo say / to answer f to giae'no' to mean his team would have more capacity. this contract - the price is just too high. that Helen has to pick her kids up in the 3 Correct the mistakes in this conversation. afternoon, the early shift would be better for her A I can't understand why you're being so negative have I said that I will leave the company. about this. We're in a very much difficult situation, and we really need to work together on this. 8 will food that doesn't have the proper B I know, but this idea about job-sharing won't just certification be accepted. work. It's not an effective use of time or resources. are we committed to providing the best- Would you consider reallocate jobs and redefine -mtaostsint getphricoadlufcoeo, dwaev'raeilaablsleo. inspired to source the roles instead? 2 Rewrite sentences 1-9 using the words in brackets. A Well I'd be willing hearing your suggestions, but I 1 I heard that the train had been cancelled, so I took have to say no to redefine roles. People do the jobs the bus instead. (Ituowing) they are skilled in doing. If we change that we'd 2 I was so disappointed in the quality, that I won't need to start retraining, which is a further drain on buy from them again. (Given / disappointment) resources. 3 I thought about the choices available, and decided B I agree that that's outside of the question, but what to go for this one. (Having considered) I meant was, reformulating job descriptions so that 4 When the news went public, he had no option but everybody is clear on where their job starts and to step down. (Faced with / going) ends. A I suppose that feasible. Do we all agreed that we need think about more fixed job descriptions? 5 The only way to keep the client was to offer them a larger discount. (Offering) 5 Moving the deadline wasn't feasible, so we decided to reduce the volume instead. (As changing) 7 Visitors must never go beyond reception without a pass. (Under no circumstances) 8 They offer a very generous pension scheme. And they also offer flexitime. (Not only) 9 We've never failed to live up to our core values of decency, innovation and trust. (At no time)

Working with words 3 Choose the correct words in italics to complete L Replace the phrases initalics in this email with a sentences 1-8. phrase from the list. 1 We all want to work hard for Suzy, she's a good generate a demand promote the consumption of leader and really aspirational / motioational. reinforce an associntion play on tailor 2 jens has a lot of ambition, and he's very aspirational / Dear Sylee mqteriqlistic - he wants our team to win the sales Here's an update on the advertising campaign team of the year award! for the new drink. Our discussions have led 3 With this new product we're hoping for rapidUSP / us to believe we have to create the need market penetration ahead of the competition. for our product 4 It's well-known that they expect their employees amongst 74-21-year-olds. By showing young to reach impossible deadlines, even if it means working throughout the night. I think that's people with the product we can strengthen the really exploitatiae / materialistic and they have to connection between change their policies if they want to improve their them and promote the idea that if you drink reputation. our product, you'll be 'in' with the trendy crowd 5 Helen is very worried about what her neighbours We know that young people do anything they think of her new car. I think she may have a bit of can to avoid being an outsider, and we can USP / status anxiety. take advantage of3 6 The product is selling extremely well because we insecurities and fears about this. created a USP / consumer profile that no competitor could match. We're really pleased with the work that CH 7 Kids these days always want new gadgets and are Media has done so far and they're now going to never satisfied - we were never so materialistic / adapta- our usual slogan exploitatiae when we were young. towards our new target group. lt's an exciting 8 We've studied purchasing trends and have drawn up some very accurate clnsumer profiles / market penetration. 5-project and one that will definitely encourage peopte to purchase our beverages. Business communication Let me know if you have any questions. 1 Complete the talk with phrases from the list. second point strong position haoing said Bea become apparent oery much is qchieoable comes acrlss because ute first benefit 2 Complete sentences 1-8 with the correct serious consideration preposition. is one of 1'S-o, we're here today to discuss change. It has 1 The message we want to put that although you all 'belonging'. know change is i2ne-vitable, you don't want to face up 2 We're hoping to appeal the younger to it. Also, what from market. talking to you is your reluctance to embrace the -3 We want young professionals to buy the changes. I'd iike to reassure you that this can only lifestyle that we portray. be a positive move. Let's look at the plus points; by 4 Customers were taken by the idea that changing our internal structure we can optimize our owning the product would improve t-heir social skills and strengths. status. 5 The advertising agency have picked on - if we become several potential problems with our proposed logo mdeomreanedff.icBieuntt,si-t'l1 be easier to meet customer that, and slogan. it's 6 The first draft of the advert didn't rea-lly live important to remember to stay focused and not to our expectations. overreach ourselves. Our goal here is to gain market for a much share. I believe a 57o increase by the end of the year improved second draft of the advert - we can wait 6 No question. Through for another two months, so we should push for hard work and determination we'll succeed. In fact, what we want. we're in an extremely 7 8 The economy is in trouble and people are trying \\Ahy? 8 have to cut their spending, so I think we should tap this by pushing our low-price'value' both the knowledge and the resources. I products. 9 hope that you'll support me in this. Please give 10 to not only the company's future, but your future Change does make sense.'

2 tvtatch 1.-6to a-f. 2 Complete 1-10 in the conversation with the correct 1 I know that, like me/ option (a or b) from the list. 2 Not only that, it's - A 1Lo-o.k,I, |ames - we're real1y having problems here. think stand at the 3 We're committed, w-e're motivated, we should cancel our 4 You could argue that we're taking a r-isk, - Mumbai conference. 5 I'm calling B 2-, that seems like a bit of a radical solution - I'm 6 We could be-missing out on A really not sure about it. but 3-, we're just not a and we believe in what we do-. I know what you mean, going to be ready to put together a decent stand by b on you to support this change. Muy. still not convinced. 5-, c you are concerned about the future of the company. B 4-,I'm all of our most d a great opportunity if we don't pursue this. important customers will be expecting us to have a e but on balance it will be worse if we don't act now. A big presence there. terrible. 6- Yes, but our stand f also essential that we put the necessary finances in is going to look place to fund this. that's ninotthgeoiningdutostgryiv.e7o-u,rItchoimnpkanwyeasvheoruyldgood image consider other methods of promotion and avoid Language at work the conference - we could print extra copies of our l- Choose the correct words in italics to complete B OcaKta-lotghuoeseanadre agdovoedrtiidseinags,paonsdte8rs-, for example. that would the email. be the easier optiory but I really think we should do those in addition to having the stand. If we all work really hard I'm sure we can get it ready in time for Mumbai. Jason, A pI oressailblyled. oen-'t think having the stand will be il we could get more people involved Time's running out for the in-house i1n0th-e preparation it might be possible, I suppose. magazine! tBasicalty / Mind you, the editorial we need to sort this out immediatety. Could team have had enough of waiting for articles you find out if we would be able to expand the and have started writing them themselves. lt's team? 2obviously / anyway been forgotten that they have real jobs to do too! 3Of course / Anyway, 1 a Of course b If you ask me could you send whatever you've collected? 2 a Quite honestly b Mind you 3 a after all 4After att / So to speak, anything is better than b as I was saying nothing at all. 4 a As a matter of fact b To tell you the truth 5quite honestly / Admittedly, I don't know why 5 a After all b So to speak they don't scale it down to publishing it twice 6 aObviously bAnl'way ayear. We discussed this a few months ago but no one seemed very keen. 6As a matter of 7 a Of course b Basically fact / Obviously, when Henri left the meeting 8 a admittedly b so to speak he was so upset! Tguite honestty / Admittedly, 9 a Mind you b As a matter of fact someone said they found the themes he 10 a So to speak b Anyway suggested for articles boring! Have you heard, lvica's abandoning us, smlnd you / so to speak. She's taking a year off to travel. She says if she doesn't do it now she never will. eAs i uvas saying / Mind you, I don't blame her. Her department's changed so much since the shake-up. roOf course / After a//, she didn't say that was the reason for leaving, but we all think it is. trBasicatty / To tellyou the truth,l'd think of travelling the world if I worked for that boss! Tanya

Gramm ar reference UnitllTensesreview Past perfect continuous Present simple Use the past perfect continuous to refer to an action in progress before something else happened. Use the present simple He was the one who had been working on the project, but 1 to talk about general facts, states and situations his boss zuas the one who got all the credit. The purpose of business ts to make a profit. Should 2 to talk about regular or repeated actions, or permanent 1 Use should + infinitive to recommend something situations strongly. lack works for Nissan. You should try that oegetarian restaurant on the riaer, 3 to talk about timetabled future events 2 Use should + perfect infinitive to talk about a lost The meeting starts at 70.00. opportunity. Present continuous You should haue gone this morning - it was quite an Use the present continuous interesting meeting. 1 to talk about an action in progress at the time of 3 Use could / should + infinitive to predict. speaking/writing I'm trytng to get through to lon Berks. It could\"/should turn out to be quite interesting. 2 to talk about a current activity, taking place around the Future forms time of speaking 1 Use tuill + inltnttive to make on-the-spot decisions. They are pushing the area for deoelopment. We'll haue to explain the options to the client. 3 to talk about fixed plans or arrangements in the future 2 Use be going fo + h{initive when we are talking about an I am meeting the management committee on Friday. action we have already given some thought to. Present perfect simple We're going to haae to explain the options to the client. Use the present perfect simple 3 Use the future continuous to talk about something that 1 to talk about actions which finished recentlv and for will be in progress at a particular time in the future. I wtll be writing euerything up later this week. which there is a present result The IT guys haae changed all the access codes. 4 Use the future perfect to refer to events which finish 2 to talk about actions that started in the past and are still before a given time in the future. I will haue jinished by the end of the year. going on Silaio has worked for us since he left school. 5 Use the future perfect continuous to emphasize the 3 to talk about experiences in your life or events in history continuation of an action, seen from a time in the future. I'ue neaer been to Bahrain. Our companies will haae been working together for ten years in Mry - we should plan a celebration. Present perfect continuous Unit 2 | Expressing attitudes to the past Use the present perfect continuous to talk about a recently completed action. The focus is on the activity, not the Third conditional result. 1 Use the third conditional to talk about past situations The IT guys hqae been changing all the access codes. that did not happen. Past simple If you had chased up the reference, yoLt would haue Use the past simple known not to employ him. 1 to talk about past actions which are over at the time of 2 Orny the situation in the clause wlthhad (the y'-clause) speaking must be in the past. The other situation can be past, I heard from the locals that tlwre were seueral interesting sites. present, or future: something that did not happen, or is not happening, or will not happen, but which is seen to 2 to talk about past states be linked with the situation in the ifclause. If I had got the job at Chelco,I would haae been made I liaed in Haringey when I worked in the City. redundant when the company folded. (past situatiory past result) Past continuous If I had got that job, I ntould haue been able to ffird to Use the past continuous to talk about being in the middle buy property by rrozu. (past situation, present result) of a past action - there is likely to be an interruption (in the If I had got tlmt job,l would haue been able to retirc in ttuo years' time. (past situation, fufure result) past simple) in the sentence. kterything was going really smoothly, whenWu took oaer 3 Instead of would in the result clause, we can use might the project. for a less likely result, and could to express possibility. lf we had reduced prices, more people might haae bought Past perfect our products. (= would perhaps) Use the past perfect to indicate that an action happened lf you'd told me before about the operation, I could haue before another action referred to in the past simple. arranged coaer for you. (= it would have been possible for me to arrange cover for you) I had heard ftom the locals that there zuere seoeral interesting sites before I uistted the area.

Grammar reference 4 Informally, we can use 'd as a short form of had inthe Unit 3 I Speculating about future if-clause, and as a short form of zuould in the result clause. changes I'd haae phoned if I'd known. Will or going to 5 We often use the third conditional to express regret, or In many sentences and situations, either will or going to is to analyse past actions (especially for criticisms). possible. However, in general use will If I had sold my shares in May,l would haae made a 1 to make predictions based on experience good profit. We'ae increased the salary so ftrcre people will apply. 6 When the past situation is negative, the effect is 2 to give or ask for ir.r{ormation about the future sometimes to congratulate ourselves or others for When will we need to be ready? the actions they took. This can also happen with past situations that are not grammatically negative, but 3 to make promises, requests and threats which are seen as undesirable. Wtll you giae me a hand? If you hadn't warned us about that supplier, we would haae had serious problems. Thank you so much! 4 to make spontaneous decisions (at the time of speaking) lf we hadfollowed the consultant's adoice, we'd haue You're running late? OK, zuell, I'll start the presentation probably gone bankrupt. (lt's a good thing we didn't!) without you. Perfect modals Use going to 1 The result clause in bold in this third conditional 5 to make predictions based on our current feelings and sentence uses a perfect modal ( modal verb + perfect infinitive). thoughts If we had intested in Northern Rock, we would haue lost l'm gotng to get angry in a minute. nearly eaerything. 6 to talk or ask about plans or intentions This pattern is especially useful to talk about our likely actions if we were in the situation described. Sue's going to attend the Milan conference in ltme. I would haae told my manager straight away, rather than 7 to talk about decisions that have already been made hiding eaerything. I'm going to giae Ed a written warning, no matter what he 2 We can also use could, might, should, ought to and needn't says. followed by perfect infinitives to talk about things that Certainty and the future did not happen in the past. Notice that these perfect modals often express irritation and criticism. 1 Several modals can be used to make predictions about You could haae told me you'd be late. change in the future, with different degrees of certainfy. I might haae known the distributors zuould let us down. The recession in Spain might/could,/will ffict sales across They should haue consulted me about the cancellation. Europe. They ought to haue warned us about the strike. 2 With similar meaning, utill + adverbial (adverbial + Other ways of expressing condition won't) is possible. 1 There are several other words we can use instead of if n The Spanish recession will perhaps ffict pan-European the fclause of a third conditional sentence. sales. If we lud inoested in that company, we would haoe lost The euro's strength probably won't continue beyond lune. nearly eaerything. We can also use a range of adjectives Suppose/Supposing we had inaested in that company ... 3 with structures like be .. . to ... Imagtne (ifl wehad inuested in that company ... The Sp anish recession is (un) ltke ly/ e xpe cte d\"/certain/ 2 Use if only to emphasize regrets and wishes. bound to ffict sales across Europe . If only zue hadn't relocated, we'd be sitting on €1 million of 4 with structures like if's ... that ... will ... real estate by nozu. I t's (un) like lU/p r o b ab le./ c ert ain t hat the S p anish 3 We can use euen if to talk about an unreal past situation recession will ffict sales across Europe. to say that it would make no difference to the situation We can also use adverbs of degree (quite, aery, really, in the result clause. etc.) with most of these structures, to add emphasis or Euen if we had kept to our schedules, the mantfacturers distance. probably zoouldn't haae kept to theirs. The Spanishrecession is qutte likely to affect sales across 4 We can tse zohether when we are talking about two or Europe. more past situations that would have had the same result. Whether ute had giuen the job to Hogg, Curtis, Xama or Kzenksy, they raould haae had a dfficult task ahead.

Grammar reference Unit 4 I Referencing using pronouns New information Referring backwards This can refer forward to new information. We do not use that or if in this way. It, this and that canbe used to refer back to something that has just been mentioned. All three words can refer Craig isn't a great team player. Thts is his main problem, back to a person or thing, a situation or a thought /idea/ though - his lack of creatiaity. (refers forward to the new proposition, etc. information about his lack of creativity) Craig isn't a great team player. Thut's his main problem. He said the greater the risk, the greater the potential retoard. (refers back to the information about the fact that he is Thts might wellbe true. not a great team player) Even when flzls is used to refer to old information, there is Here's our prototype. It giaes a pretty good idea of what we always a sense that what we are going to say about it is new, hope to make. Unit5lAddingemphasis lohn was arguing for cuts in the RED budget. That's the Fronting last thing we need. 1 In most active sentences, the subject of the verb comes Emphasis first. However, we can alter the word order to place the 1 If is used for neutral reference: as a simple way of information we want to emphasize at the beginning of the sentence. This is called'fronting'. continuing the discussion, without giving special I liked the conference hall, but I thought the accommodation emphasis to the information being referred to. was awful. There's also a subsidized canteen. It's OK, but no better than The conference hqll I liked. The accommodation I in most companies. thought was awful. 2 This and that are more often used to add emphasis to the 2 Subject and verb/auxiliary are inverted after negative information: they draw our attention to what has just been said. expressions, after only, and after participles. And we haae a gym exclusiaely for staff. That's one of the Rarely haae I seen such a confident presentation. best things about working here. Only in lapan can you get fish as fresh as this. 3 This in particular is used when there is something new Included in the contract was a job description. or especially relevant about the information introduced. If-clefts Finally, there's our final salary pension scheme. This has it + be + emphasized language + relative clause Use to focus our attention on a noun phrase or adverbial. been praised throughout the industry. It was the finance director znho suggested freezing Reference recruitment. 1 In sentences where several things are mentioned, lf is It was earlier this morning that she phoned me. usually used to refer to the main topic, whereas this/that more often refer to the last topic mentioned. tNhat-cleIls There's a meeting in the Kennedy Suite. It's aery important and could go on for hours. (it = the meeting) whst + noun phrase/clause + be + emphasized language There's a meeting in the Kennedy Suite. That's on the third Use to move our attention to the end of the sentence. floor, by the lifts. (that = the Kennedy Suite) What he does is assess proposals. 2 Generally, this refers to things that are near to us (in What I want is an eaening 0ff. space, in time or conceptually - thought of as close Other phrases and relevant); that refers to things we think of as more distant. We can also use phrases such as the person/people who/ that, the place where, the reason why , the thing that to add Carlos asked about the depreciation of the dollar. This will emphasis. ffict us all,lrc said. Tom is the person that you need to speak to. The place where our 2025 conference will be held is Carlos asked about tlrc depreciation of the euro. That was unlikely in the foreseeable future, Kate qnswered. Brighton. He, she, they, these, those The thing that annoys me most is that no one contacted us 1 When we refer to a person mentioned in the previous about the problem. sentence, he or she is used in the same way as it. Heather tuas the first of the candidates to be interaiewed. She was oery impressiae. 2 When the information referred to has a plural form, they is used instead of it, these instead of this, and those instead of that. We discussed seaeral options during the brainstorming sessions. They were qll considered impractical, though. We discussed seueral options during the brninstorming sessions. These were quite good fun, by the way, but hqrd work.

Grammar reference Functional adverbials Adverbials are often used to refine the message conveyed by the sentence, without altering the meaning of any individual words. For example, they can be used 1 to soften negative reactions Unfortunately, I can't agree with you. (Also: r egr ettably, sadly) 2 to provide a link to what someone else has said Of course, you're right about that, but ... (Also: ro doubt, obaiously, eaidently, certainly) 3 to move the subject of conversation/writing onto a different area Frankly,l'd prefer not to discuss that ... (Also: fo be honest, honestly, actually)

Grammar reference Unit 7 I The future in the past Indirect questions and modals in questions Was going to 1 In indirect questions, unlike with standard questions, 1 We can lose tuas going to to talk about the future from there is no inversion of subject and auxiliary. a point of view in the past regarding things that were l'd like to know how many days the factory ts closed planned, or former intentions. for. I was going to oisit our Alicante ffice too, but my plane 2 Modal verbs are also used to make a question less was delayed. direct. 2 It is the intention that is in the past and has changed. Would you say that you're a team player? (= Are you a The time the intention refers to can be in the future. We were gotng to go to the races tomoruow, but the course team player?) has been flooded. Mag I ask if you'd be likely to accept the job? 3 The time the intention refers to can also be in the past. Could I check whether you'ae signed in rnith security? I was gotng to luoe my appraisal yesterday, but my boss was ill. Other ways of asking questions 4 This structure is often used to explain why something 1 A statement can sometimes have the function of a did not happen, make excuses, explain changes to plans, question. In writing, this is shown by a question mark. give background to our current intentions,/thoughts. hr speakine. there is a rise in intonation. Hi, lohn. I was going to call yott today, but I totally forgot. We were going to haue the meeting in the cafd, but it was -And uou trained as a lazuucr before ntoaino into bankinq too noisy. Yes, that's right. I was going to inaite Denis out to dinner tonight. Do you 2 Particularly in speech\" we can sometimes use parts of think it's a good iden? statements to similar effect. 5 We can also use perfect tenses with going fo, for different -And your other interests I likc football and lennis. perspectives in the past. Question tags She's been going to uisit this ffice for ages - I don't think 1 We can follow a statement with a question tag (inverted she eaer will. They had heen going to make me redundant, if I hadn't subject and auxiliary), to check or confirm information, taken early retirement. or check that the person we are talking to agrees with or understands us. A positive statement has a negative tag, Other structures and vice versa. A number of other structures are also possible. They said they'd arriae around 9.00 p.m., didnt they? 1 The past continuous can be used for former It's probably not n good idea, ts it? arrangements (just as we would use the present 2 It is possible to have a positive tag after a positive continuous for a current arrangement). I was meeting lheir sales rep at 3.00 p.m., but he's just statement, to express a reaction to something you have just heard, for example. cancelled. And you're happy with that decision, are you? 2 Was to / were fo is possible, as the past form of be to, Functions of quesfions particularly to talk in a formal style about past plans and arrangements. Beyond asking for information, questions can have a range We were to launch the product at the International Spring of functions. We can use them Conaention. Unfortunately, there were delays beyond our 1 to check that the audience is following/understands control. It's not, is it, a question of threats, but of opportunities. Do UnitSlUsingquestions you see? Yes/no questions 2 to set up / introduce a subject which you then explain Yes/no questions can be answered wlthyes or no. They What are our objectioes for the coming year? Well, first of all, usually begin with an auxiliary verb or be, followed by the subject. It is usually impolite to reply with just yes or n0. we hope to ... Extra words are necessary for politeness, and giving extra, more detailed information is often appropriate. 3 to give yourself time to think, or to give the audience a -I s this the best solution? Ye s, after detailed research we' re pause in concentration conainced that it is. And then, erm, how can I put this? WelI, we haae decided that,., Wr- questions 4 to challenge what someone has said Wr- questions ask for specific information about people, places, etc., and begin with zohqt,'ahere, when, zohy, how, And you really belieae that these measures will haoe an effect, do you? rohich,horu many, etc. - Well, they should certainly help relieae the pressure in the Where did you study for your MBA? - In Stanford. Why short term. do you ask? 5 to lead someone towards a specific point of view That may not be a good thing, surely? Don't you agree that it's better to wait?

Grammar reference Unit 9 I Using conditionals Mixed conditionals Form 1 It is possible to use the rfclause of a second conditional These are the main conditional forms (if + past simple) with the result clause of a third Typ\" Situation Result conditional (zuould haae + inlinitive). This is an example of a mixed conditional. f + present tense present tense If you cared more about your work, you would haae been If you hand in qou nmke a bad promoted years ago. irrrptression. zt,ork late, Here we are talking about a present imagined situation, with an imagined past result. first f + present tense zrrill + infinitive 2 More often we use the fclause of a third conditional If we lose the u,e'll be in trotLble. contract, (if + past perfect) with the result clause of a second conditional (would + infinitive). second I/+ past tense tuould + infinitive If I had got the job,l would earn €100,000 by now. (toould + present infinitive) lf ue lost the my job wouldbe on the line. If I had got the job, I would be commuting for four hours contract, a day. (wotld + continuous infinitive) lf + past perfect would haoe + infinitive Here we are talking about a past imagined situation with an imagined present result. If we'd got the rue iuould hooe nmde a lot contract, of money. Passives Zero conditionals Passive forms are possible in all types of conditional sentence, in either clause. 1 Use zero conditionals when the relationship between If the contract is lost, ue'll be in trouble. the situation and result is always true or always the same; there is no element of chance or doubt. If we adopted the new system, hundreds of hours could be lf we hit our targets, rDe get a bonus. saaed. 2 We can also use two past tenses, to talk about something Other words instead of r/ 1 Irr many conditional sentences, uhen can replace y'. This that always used to be true. We got time off in lieu if rae worked roeekends. makes a situation sound more likely. The same is true of 3 lnformally, we can use this structure where a first eaery tirue. conditional would be more appropriate in a formal When we hit our targets, zue get a bonus. situation. Euery ttme we hit our targets, we get a bonus. If rae lose the contract, we're in trouble. 2 In zero, first and second conditionals, we can use unless First conditional to mean except if or if not. 1 Use the first conditional when a situation is very likely Unless rne keep our contract zuith Zimiercz, we'll be without to have the result given. a Polish partner company. If you arriue late, you'll miss the meeting. 3 Participles such as proaiding, proaided, assuming and 2 The present continuous and present perfect are possible supposing, and phrases such as on the condition that and in the fclause. If lenny's working on this project, she'll learn a lot of useful fas long as, cat,:. also replace stuff. Proatding the building goes well, our nelu ffices will be ready in May 2025. If Amit's broken his leg, you'll haae to gioe the talk. As tong as the pound stays strong, our projections will be 3 Other modals such as can, may, be going fo are possible in realistic. the result clause instead of utill. If we don't gain market share, we may be in a sticky situation. I'm going to change distributors if Kikibo don't get their act together. Second conditional 1 Use the second conditional when a situation is hypothetical or imagined. If taxes rose, we would consider relocating. 2 The second conditional is also useful to make suggestions, offers, warnings, etc. more distant and polite. If you arriued on time, we'd get much more done. 3 Might and could are also possible in the result clause. We could saae time if we adopted the new system.

Grammar reference Unit 1O I Using the passive Passive reporting Forms 1 We use the passive with reporting verbs when we don't 1 In all tenses we form the passive with be in the know, or would prefer not to say, whose words we are appropriate tense + past participle. reporting - for example, if their identity is confidential Mistakes were betng made. (past continuous passive) or sensitive. Eight applications haue been recetued. (present perfect l'ae been asked to write you a reference. passive) 2 In the active sentence below, Carol is an indirect object. 2 Passive modals are also possible. lixr told Cqrol the likely result of the restructuring. The indirect object becomes the subject of a passive Forms may be filled in zuithblack ink, or typed. The computer network must be being updated - I can't sentence. access it. Carol was told the likely result of the restructuring. Your timesheet should haue been receiued by now. Some reporting verbs do not take an indirect object, so cannot form passives in this way. These include: agree, Modal phrases (e.g. haae to, be going fo) follow the same allege, announce, argue, claim, decide, predict, report, say, state and suggest.Instead, we use them in a structure rules. with an empty subject: it + be + past participle + that. You're going to be olfered a post in tlrc Paris office. It was alleged that you stole money from the company, 3 A passive infinitive is to be + past participle. A passive Unit 11 I Participle claLrses and inversion for emphasis and formality perfect infinitive is to haoe been + past participle. Using participle clauses or inversion can add emphasis to I'm delighted to be offired the post, but unfortunately I statements and make them sound more formal. must decline. Participle clauses l'm delighted to haae been offered the post,but 1 An adverbial clause begins with a conjunction (e.9. unfortunately I must decline. because, when, after) and gives extra information about 4 A passive -ing form is being + past participle. A passive the main topic in a sentence. perfect -ing form is haoittg been + past participle. When I traael by train, I prefer to sit by the window. Betng asked to leaoe the company wasn't pleasant. Often it is possible to use a clause with a participle instead. This is called a participle clause. Haatng been offered three options,lim chose the cheapest. T?aaelling by train,l prefer to sit by the window. 5 The object of an active sentence becomes the subject of a 2 We can use most conjunctions before the participle. passive sentence. If a verb has two objects, either object Afier traaelling by train,l needed some fresh air. can become the subiect. 3 Usually, we use the present participle (verb + -ing) Someone at the door gaae us a handor.rt. for present and recent sifuations, in place of the We were giuen a handotLt, present simple / continuous /perfect and past simple / Ahandout wqs giuen to us. continuous. Verbs that do not take an object (e.g. go, come, fall) Since livtng in Dubai, I'zte learnt to cope with hot toeather. cannot be made passive. (= since I haae liaed ...) Learning English, I often wrote dfficult words on Post-it @)P rofits fell last year. (Not: notes. (= when I was learning / learnt ...) Use 4 Haaing + past participle is used in place of the past 1 We use the passive to focus attention on the action perfect for a past action before another past action. mentioned, or on the object of the action (the person Haatng dectded to hire Fatima Mattar, we made her a job or thing affected by it). We do not know who does the offer (= after we had decided) action, or it isn't important. The ffice has been redecorqted. It looks so much better 5 We can use a past participle in place of a passive than before! adverbial structure. 2 Using the passive helps create an impersonal style. This Offired the job,l uasn't sure whether to accept it. (= when I was offered the job) is often appropriate in formal English, for example in business letters and reports, where a personal style 6 Note giaenhas a meaning similar to because of. would not be appropriate. Gtuen his reluctance to accept criticism, you'll lwae to be Results for the first quarter were published on 6 April. careful how you word the letter. (= because of his reluctance . . .) 3 The passive is a useful way of adding distance between an action and those doing it, for example when giving people bad news. Regrettably, redundancies will haue to be made. Some of those sitting here will be afficted. (Compare: l'll haoe to make redundancies. It will affect some of you.) 4 In discourse, we often choose to use the passive if it provides a better link with the sentence before. In these cases, we can say who does the action usingby. We asked for ways to improoe customer relations. Making changes to our complaints procedure was suggested by seaeral respondents.

Grammar reference Inversion Discourse patterns 1 Inverted phrases usually follow negative words or Some discourse markers draw attention to the discourse expressions such as not only, at no time/point, in no way itself - the pattern of what is said. and under no circumstance(s). 1 We can use the following to rephrase or paraphrase an Not only haae we missed the deadline, but we'ae also oaerspent on budget! argument: as I was saying, as it utere,l mean, if you like, so to speak, that's to say, to put it another way, zuell. At no point did he mention the contract hadn't been signed. Under no circumstances is customer data to be shared Your holiday could cause a real problem for ... well, I mean, with third parties. zue need to amend the schedules, really. 2 lr:rversion is also used after the negative words neither 2 We can use the following to link to a new topic: now, and nor. anyway, mind you, moaing on, actually, indeed. In no way do I accept their conclusions. Neither do I think So, that's the plan for the next two months. Anyway, didn't the report should be circulated. you want to ask me about the sales figures? Not wtthout carffil thought am I writing this letter. Nor 3 We can use the following to return to a previous topic: is it without haaing consulted seoeral of my closest associates. any?pay, as I was saying. 3 We also use inversion after adverbs such as seldom, The contract was signed yesterday and ... oh, Daaid, you'ae rarely , scarcely , hardly (eaer) and little. These restrict the decided to join us! Anyway, as I wus saying, the contract meaning/reference of the verb that follows. Rarely haae I been to such a taell-organized product launch. has just been signed and ... Ltttle did we know that she had accepted a position with our 4 We can use the following to introduce a conclusion: so, riaals. &nyrzay, basically, in conclusion, to sum up. Unit 12 I Discourse markers That was what my report uncooered, so basically, we haae to consolidate our product list oaer t|rc next year. Tiuthfulness Acknowledging non-literal meanings 7 Honestly and frankly are used to claim that the speaker Some discourse markers show that language is being used is telling the truth. Often they introduce criticism or in a way that is different from its usual, literal meaning: so negative remarks. Quite adds emphasis to both words. to speak, as it were, if aou will/like. Frankly,I didn't like the aenue. Quite honestly,I thought your comments were ill-judged. A George seems quite aolatile. B Yeah, he's a bomb waiting to go 0ff, so to speak. 2 To tell you the tnih and to be honest have a similar function. To tell you the truth, I didn't enjoy the conference. To be honest, the meeting was a complete waste of time. Strengthening arguments All of the following discourse markers stress the importance of the point that follows. 1 We can use in fact, as a matter of fact and after all lo suggest that an opinion is not personal, but is based on evidence. As a matter offact, house prices fell by 2.5% last month. 2 We can use if you ask me and I mtLst say to stggest that it is personal. If you ask me, the gooernment is to blame for ruining the economy. 3 We can rse clearly, of course, naturally, obaiously, untloubtedly and after all to suggest that what will follow is not controversial or will not be questioned. Clearly, the next two years will be critical for the future of the economy. Concession We can use admittedly, to be sure, it's true that, to acknowledge that someone has made a good point before disagreeing with them, or to concede a negative point before making a different point. The sentence that follows often begins withbut or howeaer. Admittedly, the result could hazte been better. Howeuer, we retained our position as market leader.

Useful phrases Unit 1 | lntroducing yourself to a group Unit 3 I Showing understanding Saying who you are Showing you understand Hi, my name's X. I'm from the Y office. I know what you mean. No, it hasn't, has it? As most of you will know, I'm ... I hear what you're saying ... For those of you who don't know me already, I am ... I can see where you're coming from. I totally understand. Talking about your role I'm accountable for ... Explaining why you understand My responsibilities include ... It's quite hectic over here, too. Lately I've been concentrating on ... I know this is a tricky tirne for a lot of you. Basically, my role is to coordinate ..., making sure ... I had a similar problem at ... This entails ... That happened to me, too. I'm responsible for ... Offering practical solutions Civing reasons for being there It mightbe worth ... What's the point of me being here today? I still think you should ... I hope to share some of my ideas with you. You might want to ... I'm here today to ... What about ...? Have you tried ...? Updating people on achievements I'm pleased to say that ... Unit 4 I Establishing rapport I've now managed to ... I'd like to point out that over the years, I have been Recalling past events in common continually... We've had a great few years. It must be two years - or more - since we last met? You'll be huppy to know that ... Wasn't it at that conference in ...? Talking about aspirations Oh yes, ... - it was really beautiful. And can see ways of further improving ... ... do you remember that ...? We want to help out ... I guess I'm ready to take on board ... Paying a compliment I can't wait to share our expertise with you and to help You're looking well. you to ... You look great, have you been on holiday? Unit 2 I Getting your point across Asking a follow-up question And are you still enjoying it? Really? Reformulating And what do you think of it? Yes, sorry let me rephrase that ... In other words ... Asking about someone's journey To put it another way ... How was the journey? Was the journey OK? Clarifying How was the flight? \\rVhat I'm saying is that ... Did you get here OK? I was actually referring to ... \\Atrhat I mean by ... is ... Showing knowledge about a person you have just met To clarify, I'm saying that ... It's X, isn't it? I've seen your profile on the website. You're not the X who ..., are you? Illustrating a point I've heard quite a lot about you, too. You ... didn't you? Would it help if I gave you an example? Well, if you look at ... you'll see ... Summarizing recent events Well, I'd been working in ... for five years when ... Summarizing So I've been in ... for the last ..., in an apartment The fact of the matter is ... overlooking ... The point I'm trying to make is ... Basically, ... Echoing the other person to encourage them to say more To summarize, ... A I have had a few ups and downs. B Ups and downs? A I've just been on a business trip to Budapest. B Budapest? Picking up on a key word to extend the conversation A ... but the job's pretty challenging. B ... Challenging, in what way?

Useful phrases Joking about yourself Unit 7 I Expressing dissatisfaction I may be old, but you can't get rid of me that easily! I have to admit, I'm not getting much out of it. Being modest about achievements It's doing my head in! Well, it wasn't just me. There was a whole team involved It's really testing my patience. Oh, it was nothing. I think I've reached my limit. I couldn't have done it without the team. It hasn't lived up to expectations so far. I have to say, I was expecting something a bit more Unit 5 I Responding to feedback It's just not up to scratch. Responding to positive feedback To be frank, I'm not huppy with ... I can't really see the point of ... Thanks for your support - it's good to know I'm on the To be honest, I'm finding it a bit frustrating that right track. I just don't think this is the best use of my time. Thanks, though I have to admit, I got the idea from ... This is ridiculous! Thanks. I'm glad you liked it. This is just not good enough. Accepting negative feedback Unit 8 I Dealing with difficult questions I'm sorry, only I didn't realize - thanks for pointing that Admitting ignorance I'm afraid I don't know any more than you do. out. Sorry, I don't know what you mean. Oh, I see. Well it seems a pity to ..., but maybe you're right. I'm afraid I'm not up to speed on ... Oh, really? \\A/hy do you think that? I'm really not the best person to ask. So how do you think I could improve it? Refusing to answer OK, I'll see if I can improve it. I'm sorry, I'm really not in a position to talk about that. OK, I'll keep working on it. I'm afraid I can't disclose that information. That's confidential, I'm afraid. Challenging negative feedback Look, you're entitled to your opinion, but ... Avoiding the question I see what you're saying, but ... We1l, it's not that straightforward. To be honest, I don't have time to ... It's hard to say at the moment. Fair enough, but it's a bit late now. I can't really comment. No, I'm sorry, but I don't see what you're getting at. I'm afraid I'm really not in a position to talk about it. I'm not sure I agree with you. It's not for me to say. I'd like a second opinion on this, if you don't mind. It's nothing to do with me. Unit 6 I Using vague language Unit 9 I Dealing with misunderstandings Something about ..., I thinkl Saying you haven't understood ... you've put me on the spot there. Sorry, I don't know what you're talking about. I'm not quite sure now. What do you mean, sorry? I seem to remember ... I'm afraid I don't get it. ... something like that, in any case. I'm sure I would have done. Responding to a misunderstanding I'm trying to think ... No, I didn't mean that. I'd say you're on the right track. Sorry if I didn't make that clear. ... it's the kind of thing ... No, you've got it wrong. It just needs a bit more ... I was thinking more along the lines of ... You know ... and so on. That's not really what I meant - what I actually wanted to Something along those lines ... say was ... Yes ... something like that. What I meant was ... No, not really. Can I put this straight? It's difficult to explain really ... It may seem ..., but actually ... It almost had a hint of ... No, that's not right. It was kind of ... No, that's not what I'm saying. ... you know, that sort of thing. ... a bit like that, but not quite as ... It was a bit ... oh, I don't know.

Useful phrases Unit 12 I Giving and responding to Unit 10 I Expressing personal views compliments Encouraging someone to express personal views Complimenting So what did you think of ...? Such as? That was great. You're not in favour of ... then? A very worthwhile meeting/ discussion. I was interested in what you said earlier about ... You're looking well. What did you like about it in particular? I like your ... It must have been ...? I thoroughly enjoyed that. How does it feel to ...? It was very interesting. You were saying earlier that ... Great design. I love ... Iheard... Well done, you did a great job. What do you mean? You have very nice ... That was brilliant. So...? I saw your ... and I thought it was excellent. What are your thoughts on ...? I'd like to know what you think about it. Responding Expressing personal views To be honest with you ... Thanks. Personally speaking ... Thaxk you. I felt it went well. I have to say ... Thanks for the feedback. To tell you the truth ... I don't know how you can say that, but thanks an),way. To be perfectly honest ... Honestly? I was hoping it'd be well received. Personally, I think ... Glad you enjoyed it. I look at it like this: ... I'm glad you liked it. My attitude is ... I don't mean to sound rude, but ... This is a bit delicate. Please don't take offence, but ... Please don't take this the wrong way, but You see, the thing is ... I'm not quite sure how to put this. With respect ... I have to say that ... The fact is ... Don't be offended, but ... I'm sorry to have to say this, but ...

Manager Unit 2l Practically speaking, exercise 4 You are Student A's line manager. You have a very close- Student A knit team and you feel that it is important for team spirit Monthly reports and for productivity to have regular chats and face-to-face You would like everybody's report to be handed in one updates. You also feel it is essential for this team spirit that week earlier than originally planned. everyone on the team is treated the same. Sales figures Official figures have not yet been released, but you believe Student A has a request. Discuss the possibilities of this your group did particularly well. request. State your position, try to negotiate some terms with A, and come to an agreement. Unit 11 I Working with words, exercise 9 Gompany Y faet fite . makeslaptop and desktop computers for home and business use . is highly successful. with a reputation for quality and reliability . advertises its laptops as robust enough to be taken anywhere, using the stogan GompanyYtaptops a heatth hazard! A laptop fire on an intercontinental flight caused panic amongst passengers, Eortunatety, the cabin crewwere able to extinguish the fire, but it's stilt unclear why this happened. This isn't the first time that a iaptop from CompanyY has caught fire. There have been several other reports oflaptops exploding or bursting into flames withoutwarning. One destroyed a truck in America, while another caused a huge fire in a family home in the UK. As a result of the latest incident, several airlines have now banned passengers from travelling with laptops made by CompanyY. According to the company, the fault lies with the batteries, which are made and supplied by another company. Company Y situation following news article r Company Y issued a statement publicly blaming their supplier for the problem. o Despite the statement, sales of their laptops are falling, and an increasing number of corporate customers are cancelling their contracts with them. o To limit the damage, the directors have agreed to replace any laptops that have been destroyed, and have recalled all recently sold laptops for free battery replacement.

Unit 4 | Business cornmunication, Unit 9 | Language at work, exercise 5 exercise 1 YP fitness studio yearly review meeting Last year teleconference 1 Past actionL/inaction and past results 1 Before the call starts, familiarize yourself with the agenda r invest in new equipment + able to increase 2 During the call itself, enunciate clearly, be concise and membership fee try to avoid making long speeches or talking over other people. . failed to develop competitive January special offer + 3 lt's often a good idea to identify yourself each time you lost potential customers to competition come back into the conversation - otherwise people can 2 Past action/inaction and present results quickly get confused about who's speaking. . failed to address HR crisis and recruit new personal 4 When you want to ask a question, nominate the person trainers -r only three personal trainers - all you want to respond. overworked, several customers on waiting lists 5 lf no one else is doing it, offer occasional brief recaps. Paraphrase or summarize what has been said - it's a . developed partnership with local school -r overweight good way to help people focus and you can check if you teenagers now following fitness prografiune have really understood. Next year 6 Stay on topic, keep to the agenda and encourage 3 Suggestions/predictions for next year plus results to do the same. . develop new membership packages + increase number Unit 4 | Business communication, of members exercise 7 r start more initiatives with teenagers -t improve gym Background reputation and get new young members You are regional managers for Farmview, a manufacturer of dairy products. Farmview has recently launched a new . employ more trainers + more personal programmes for very strongly flavoured blue cheese. Despite a positive reaction to its taste, the cheese hasn't been selling well and customers and more profit it has been agreed that the name 'Old Mouldy' (which was intended to be humorous) has probably been putting r renovate pool area + improve reputation, increase customers off. A teleconference has been arranged to decide on a new name and marketing strategy. swimming prices Preparation Unit 5 | Language at work, exercise 5 1 Thjnk of a possible new name for the cheese and some Agenda reasons why it should be used. 1 Unfocused meetings 2 Prepare to do at least three of the following during the -[eam members have a tondsncl io go off IracY and teleconference. nol to focus on \\hv agenda t digress 2 Team members with different working styles . check your understanding ll't a ner^r team, bringing together people fr^om different . exPress doubts departments who don't norma\\\\1 worK iogothor o nominate another person to say something 3 Lack of communication outside team meetings . intervene to ensure a speaker doesn't dominate . interrupt in order to take over the topic lnstructions oftan \\ack c\\ari11 Agenda 1 lntroductions 2 Each participant to suggest a new name ior the cheese, with reasons. Follow-up questions and discussion. 3 Reach agreement on new name. 4 Discuss whether the product name can simply be changed on the packaging or if a full new product launch is required. 5 Agree act on noint; ,

Com m u n icatron activities Unit 5 I Working with words, exercise 10 Item t Project outline 1 . change opening hours . cloee dovrn ihe caleleria 1 Task/project . othar ideas? International charity football match organized by two top liefi 2 teams and a charity promoting peace in an area of conflict. . emplol more alternaiiva siaff 2 Colleagues/teammates . improvr .ommuni.ation b1 sanding eiaff on a lraining coursg . othcr idcas? Very varied, from the club president (who expects VIP treatment), to the charity volunteers. llem ? 3 Schedules/pressure . giva amp\\o1eetlhe choicv of r^rhich coutsei ihel taKa part in . maKa eure cortain training coutieb are comp\\oledbelore Deadline is fixed and non-negotiable because of the match . amploleea get promoiad timetable. Player availability is also a factor. oihor ideaa? 4 Issues/problems Itam 4 The television scheduling - due to time zone differences, . set up leam'baaod pa1 so iha onus i5 on tha emploleos to finding a good local kick-off time is problematic. maKe suro that avcrlone is there 5 Confrontation/fairness . give emploleob gt?aiw flaribility in tha hours worKad , olher idea} Differing attitudes to time is causing conflict. The culture of the charity is 'inclusive', so much consideration is given You support these original proposals from Floralope. to finding a satisfactory solution for everyone. 1 Investing in training for all staff on the new system is Project outline 2 essential. 1 Task/proiect 2 Using cash in the bank to invest in the system is A fashion show based in a luxury boutique to promote the new collection (especially the top-end jewellery). necessary. 2 Colleagues/teammates 3 Going ahead with the new system as soon as the cost- Models benefit analysis has been done. Discuss the advantages of these original proposals. Think Shop staff about how the company's performance or reputation will Caterers be affected. Lighting/sound crew Security staff Head Office staff 3 Schedules/pressure The date and time of the show are published and invitations sent to the top 1,000 customers in the boutique's database. The new collection must be launched on time. 4 Issues/problems There are health and safety issues regarding the maximum number of people who can be in the boutique at any time. 5 Confrontation/fairness It's a challenge to manage a team made up of people from different companies and areas of expertise, who all come to the project with their own personal needs and agendas. The models are notoriously unreliable and temperamental. Unit 2 | Practically speaking, exercise 4 Student B The competition The competition have been very active recently - you saw a number of very good presentations at the conference last week. Travel budget This has been greatly reduced this year, so only employees in senior positions are able to travel overseas.

Comm u n ication activities Unit 5 | Practically speaking, exercise 5 Unit 6 I Practically speaking, exercise 3 Student A Student B 1 Give feedback to Student B on her,/his report. The Situation 1 Student A will ask you for some tips on how to organize report your colleague wrote was incomplete. You are a tour and presentation of your company to a group of particularly concerned about the summary. Most of the graduates. You organized the same event last year. You summary doesn't link with the findings of the report. can remember the day in general, but you have trouble Flowever, you thought the report was well presented recalling the details. and the findings that are included are very interesting. . Started with a tour of the building - lasted all morning? 2 Student B is going to give you some feedback. Your boss . Short lunch break - sandwich lunch in meeting room, or wants to talk to you. You think it is about the mistakes {ast food in staff canteen? you made in the database management. . Afternoon - talk by representative from each Unit 5 I Language at work, exercise 5 department. Introducing different job types? Agenda . Finished with question and answer session? 1 Unfocused meetings Situation 2 Not all team membars attond ieam meatings - uithout In order for the MD to authorize the new project you are working on, you need to present a written proposal with regular updates, it's difficult to worK oui what alaga the Student A. You have written the first draft. Ask Student A projeet has roachcd. for feedback before writing the second draft. Ask questions if you feel you need more detail from Student A. 2 Team members with different working styles ioma team membars a??vat io be aompeting againot Unit 7 I Working with words, exercise 9 oach oiher. Company L 3 Lack of communication outside team meetings . no formalized training approach - training needs of It'r not cloar vrho is responsibla for what. each department are extremely varied, so this would be too complicated Unit 10 I Language at work, exercise 5 . no in-house training - only learning from more Memo experienced employees whilst doing the job 3.1 Job shadowing initiative . money for external training available, but only given in From: Senior Management Team To: all group heads -Juan C, Chris T, Anastasia G, Bruno R, response to a direct request from an employee Robert C, Suzanna H, TimJ, Andy W Company 2 Decision We have approved a job shadowing scheme within the o structured and formalized training approach division. . senior management decide what kind of training Objective To foster cooperation and teamwork by heiping staffto better courses are made available understand what their colleagues do on a daily basis, and the demands ofjob roles outside their own discipline. . employees in first year of employment must complete Departments involved: Finance, Operations, Marketing, Sales, Production, Customer Service, Logistics, Research & two courses designed for their particular job - this is Development decided by the line managers Requirements A11 members of staff at team leader grade and below will have . employees in the second year of employment must to spend a minimum of four haif-days (by the end of next month) shadowing a colleague in an appropriate department. complete two more general courses related to the We want all individuais to company (e.9. product presentations, business o set up and schedule their own shadowing programme processes, etc.) - this is decided by the line managers . report back on and evaluate their experiences . agree with their line manager what changes to make to and employees during appraisals their work as a result of their participation in the scheme. . employees must complete two training courses per year We will not allow extra time for work you don't complete within this period. We expect that staff will cover for after their second year absent colleagues. - 14ol

Unit 8 I Working with words, exercise 9 Unit 8 | Practically speaking, exercise 4 Company profiles Student B Company A 1 You've just come out of a meeting where the suggestion A is a multinational with offices in every major city in EMEA (Europe, Middle East and Africa). A's core business was made to cut the budget on Student As pro;'ect and to push back the schedule date, because priorities have is accountancy and auditing, but they have a small up- changed. Respond to Student A's difficult questions by and-coming consultancy division which is gaining a lot of recognition. There is a rigid hierarchical structure and clear . avoiding the question career path. . distancing yourself from the situation. 2 You've heard from colleagues that your department is Company B going to be restructured within the next year. Find out B is a SME (small and medium-sized enterprise) from Student A speciaiizing in the provision of office supplies. They operate only within national borders, although some of . who is ultimately responsible for the plan their suppliers are found abroad. B values flexibility and . if it would mean any redundancies. rewards loyalty above all. Unit 5 | Practically speaking, exercise 5 Company C C is a franchise business which focuses on cleaning Student B (commercial and domestic) and disaster-recovery services. It is a rapidly expanding business, although at the moment 1 Student A is going to give you some feedback on your it has relatively few full-time employees. The master franchisee holds the licence for many further related report. You spent a lot of time preparing the report. With brands which have not yet been exploited in your market. the deadline approaching, you asked a colleague to help The master franchisee's Head Office is also based in your you with the summary, but the report is still yours. city. 2 Give feedback to Student B about a recent project. You Company D want to congratulate Student B on the success of a recent database project which she/he was managing. D is a family business managed and owned by a husband You also want to mention concerns about difficulties and wife. Their core business is software development and one team member had with working long hours on the they have made a name for themselves in the industry for project. their cutting-edge programming. Both the husband and wife also teach IT courses at the local university as well as Unit 5 | Language at work, exercise 5 an online master's degree in programming. There are three other employees. Unit 5 | Business communication, Agenda exercise 10 1 Unfocused meetings Student B -[eam mambars qai .too much informalion in maatings and forget ii a5 soon ai the meaiing is over Situation 1 You are working on a project with very tight deadlines. 2 feam members with different working styles You are supposed to hand over a piece of work to Student -Thoro aro 'parsona\\ily clashes' in ihe team some membe.rs A tomorrow. You need a few more days. You've been ill lust don'i get on and you also think the deadlines weren't very realistic. Student A is going to ask you about progress. 3 Lack of communication outside team meetings Situation 2 Taam members do not sa1 what the'1 thinr dirar-l\\y, and thinr You share an office with Student A and Student C. The ihat hir't5 are enorrgh office has to be manned constantly so you can't go out at the same time, even for a few minutes. Student A and Student C both want some time away from the office tomorrow afternoon. Help them to reach an agreement. (You can't man the office for them, as you are on holiday tomorrow.) Situation 3 You work in a team with Student B and Student C. Student C is refusing to accept work you have carried out. You don't want to do the work again because it would delay the whole project, and any'way, you carried out the work according to Sfudent C's brief. 74L

Com m u n ication actrvities 9Unit 11 I Working with words, exercise Unit 10 I Working with words, exercise 4 CompanyX fact file Team leader A . produces coffee, chocoLate. and related food and Please evaluate the following: drink products (1=excellent,5-poor) . sources cocoa and coffee beans from a variety of Ability to achieve results Commitment to the project producers in different parts ofthe world Honesty and openness Ability to make decisions . has used the Fairtrade tabel on a smaLl number Willingness to consult team about decisions Flexibility in dealing with change of its key products, suggesting that it treats its Communication with team suppliers well and pays a fair price for the goods Understanding of team's needs and concerns it buys Allowing team to do their work unsupervised Self-awareness CompanyX in Fairtrade scandal! Team leader B CompanyX has used the Fairtrade Labetting in a bid to Please evaluate the following: enhance its reputation, and has seen sales and profits on many of its non-Fairtrade products soar as a result. Ability to achieve results 1 But is this about to change? An independent report has Commitment to the project revealed that CompanyX does not abide bythe terms ofthe Honesty and openness ,/ Fairtrade agreement for most of its products, and actually ,/ puts pressure on producers to accept Iower prices, driving ,/ many growers into poverty. Ability to make decisions Company X's situation following the news article: Willingness to consult team about decisions ,/ . Company directors moved quickly to limit the damage Flexibility in dealing with change - they issued a press statement playing down the Communication with team ,/ situation. Understanding ofteam's needs and concerns ,/ . Despite the press statement, the share price has fallen Allowing team to do their work unsupervised very quickly, and sales figures for most key products are much lower than expected. Self-awareness . Customer surveys suggest the company is no longer trusted. t42

Com m u n ication activities Unit 5 I Business communication, Unit 6 I Business communication, exercise 10 exercise 5 Student C Students C and D Choose two of these ideas to discuss in the meeting. Situation 1 . Provide free coffee and biscuits for staff every day. You are working on a project with very tight deadlines. r Introduce a yearly paid bonus for all staff. Student A is expecting a piece of work from Student B . Offer all staff three extra holiday days. tomorrow. Student B is unable to meet the deadline. Help . Offer staff the option to work their hours in three or them to discuss the issue, and to reach the best solution for all concerned. four days, rather than five. Discuss the advantages of the ideas and how they would Situation 2 work. Think of possible disadvantages and prepare a You share an office with Student A and Student B. The counter argument. office has to be manned constantly so you can't go out at the same time, even for a few minutes. Think of a very Contrary to expectations, this country is being important reason which means you have to be somewhere surprisingly slow to awaken investons' interest. The else at 3.00 p.m. tomorrow. Student B will be on annual cost of production in this country is lowen than in a leave. Talk to Student A and see if she/he can look after lot of othen states, and the numben of skilled workers the office for you while you are away from your desk. is high and constantly impnoving. The infrastructure is adequate to deal with the pnedicted volume of Situation 3 traffic, but if some senious action is not taken soon in You work in a team with Student A and Student B. You are terms of offering incentives for investment, then the very dissatisfied with some work that Student B has just potential will not be met. carried out. It's true, she/he followed your instructions, but the quality is very poor and the work seems rushed. You don't want to accept the work, and you would like her/him to do it again. Employee You are extremely busy at work and you have an hour's commute every day. You want to start working from home in order to save commuting time and avoid unnecessary interruptions at work. You have an office space at home and an Internet connection, so you feel that your work would not suffer at all from this change and you might even become more productive. Student B is your line manager. Explain what you want and discuss the possibilities of this arrangement. State your position, try to negotiate some terms with B, and come to an agreement.

Kimberley So, on my first day here, it was at Peter Good, I was looking forward to hearing wary. So that's another reason why I'm a the aftemoon meeting, and I was introduced what you'd have to say. And the experience bit reluctant to recommend the site at this to my colleagues. They were pleasant enough, was great. I had lots of he1p, and I'm reaily stage. But, look, why don't you come out but it was kind of amoying at the beginning, pretty excited about what I saw. and see for yourself? because to be honest, I found them a little du1l and, well, pompous. I guess I could have been Johanna OK, well, before you start, carr I just Part 3 more open-minded. I was too quick to judge fill you in on what the client has said while Johanna What about the third site? I - it was just different to what I was used to, you were away? but with time I think my impression probably understand you went back to Krakow at the changed. Er, the buitding itself is in this out- Peter Sure. end of your trip to visit a potential location of-the-way, purpose-buiit, industrial zone, as Johanna Well, the thing is, because Krakow is on the edge of the city? they call it here. In fact, it's pretty upmarket Peter Yeah, that's right. I've never seen and I think it has pretty much everything you such an up-and-coming place, they've told an)'where quite like it. I've got to say that could ask fot. One thing I found very time- us that they definitely want the site to be I'm convinced that we can make something consuming was the constant greeting and somewhere in that area. So, do you think out of it - it has just about everything you wishing people farewell. I can appreciate the that's doable? could ask for. need for formality, but it got kind of tedious, Peter I don't see why not. Krakow is a all that kissing and shaking hands every day. fantastic place. In fact, I started off my Johanna That sounds promising. research trip in the city cenke, which I Peter The major advantage is that the 2 have to say is absolutely beautifui and buzzing with life. There's so much going infrastructure is already in place. I'm sure Igor \\Arhen you're working here, you have to on there and there's a great vibe. Let's see. you'Il agree that the local facilities are first take into account the wide variety of cultural According to the local tourist office, they're class - do you want to take a look at the influences. It's quite anl.a/r:.g to me, really. I pictures? mean, it's so up-and-coming, investment is really investing in developing the area; Johanna Yeah, sure, but erm, didn't you pouring in from everywhere. And it really is however, from what I could see, there are mention that it's an abandoned factory? a melting-pot culture, so business tends to already a number of hotels catering for Peter Yes. It's this old brewery which I'm be more formal, which, personaily, I think is the business market. But I gathered from confident our client can acquire and reIit. not a bad thing. People dress smartiy, and the locals I met, that there could be several Basicaily, it's got a lot going for it, and the they are confident, you know, seif-assured interesting sites worth considering in the pros definitely outweigh the cons. and outspoken. \\A/here I come from many mountains outside the city. fohanna I'm not sure whether the client's things are outdated and in some cases quite budget will stretch that far ... run-down, but over here it's the opposite. Johanna OK, like where? Peter No, OI(, but surely that's not a reason Everything is new and state-of-the-art. Peter Well, I can't pronounce them! But they to delay. Look, I'11 send you my projected I suppose a predictable outcome of this figures. You'11 see that the purchase value difference in cultures is that communication wrote the names down for me and I cut my of the disused factory definitely makes it can sometimes break dowry you know, in stay in Krakow short and headed for the worth considering! We can't go wrong, negotiations and business deals. So what hills... really, not r rith the way property values happens is that language and concepts get Johanna ... and what did you find? are increasing. An1,way. I thought you'd be simplified, which can iead to meetjngs that are, impressed, so I'd like to set up a meeting you know. run-of-the-mi11 - quite dull. rcally. 1.3 with the owner. Johanna But, we haven't talked the figures J Part 2 through in detail yet. |ohanna So, how did you feel about the Peter Yes, but that needn't stop us at least Ho Lee Park When you arrive in New making some further enquiries about the mountain site? \\Arhat was it called again? building. It's only a preliminary meeting. Zealand, there are so many new things to Johanna Well, OK, butby then we need to take on board. A lot of new information to Zakopane? have pinned down any other potential process. But New Zealanders are very down Peter Zakopane, yes, that's right. To be fair, obstacles for this site, don't we? to earth people, and very easy-going. I was Peter I'm pretty sure I've covered everything surprised at first, but I like it. Coming from a it could have been worse as a location in my analysis. I'11be writing everything up big city, I guess it's not surprising that New for a business hotel. It really does have later this week. Zealand lifestyle is more low-key. Yes, this absolutely breathtaking scenery, but then Johanna OK, but to get me fully on board helps to make it relaxing, but there are times that's not everything. No, I've got to say you'll need to show me the figures in more when it can feel quite a lonely p1ace. One of that I have my doubts. detail. Convince me there, and maybe we the most unexpected things for me was how fohanna Oh. \\Alhy's that? Just a gut feeling? can make this work. entertaining the people can be. Laughter and Peter Maybe, difficult to say, but I'm,ust not joking are very much part of the culture, and 100% convinced. I found it to be more of 1.5 it's nice at work sometimes, when people are a ski resort than a business centre. Plenty a As you'll see from my projected figures, not so serious. It helps to cheer me up. of sport - loads for guests to do - skiing, walking, saunas, plenty of that kind of the purchase value of the disused factory 1.2 thing. I'm not saying that's a bad thing, definitely makes it worth considering. I'm it's just that it's not really an ideal location sure you'il agree that the local facilities are Part 1 for this type of hotel - and it's not even first class. Johanna Hi, Peter, how are you? How was especially close to the airport - at least a couple of hours' drive. No, all in all, I can't b Basically, I'm happy to do a bit more your trip? help feeling that that option would be a bit Peter Not bad at a1l. I hadn't been before, so more complicated than we anticipated. research if you're stiil interested, but I Johanna Yeah, I take your point. So are we can't promise anything. I'm a bit reluctant definitely interesting, thanks. saying this is stili a serious contender, or to recommend the site at this stage. But, |ohanna I've had a look through what you've look, why don't you come out and see for not? yourself? sent me so far, and well, it all sounds very Peter Wel1, it's hard to say. Like I said, it's got promising. c I've never seen any'where quite like it. I've a lot going for it really, but I think we can probably do better. Basically, I'm happy to got to say that I'm totally convinced that we do a bit more research into the area if you're sti1l interested, but I can't promise anything. can make something out of it - it has just Johanna I see, OK, er .. . Well, any other potential pitfalls of Iocating there? What's about everything you could ask for. your impression of the iocal worKorce, for instance? d I'm just not 100% convinced. It does have Peter We1l, I wouldn't go so far as to say absolutely breathtaking scenery, but then that they don't speak English at all, but that's not everything. I did run into a couple of problems with communication which makes me a bit

1.6 serious look at your options, ask around 2.2 for advice and see what you can do about '1, following less conventional paths. Extract 1 Interviewer So what kind of options Heidi ... Right, everyone's here now, so let's Hi, my name's Holly Cheng. I'm from the are people looking for when they're Singapore office, and, we1l, I'm accountable get started, shall we? I'm afraid we don't for everything that goes on in Production contemplating a change? have that much time. Now, as you know, Planning. I'm pleased to say that after two Susan Well, there are several ways of the purpose of today's meeting is to look years in the job I've now managed to get on at our current recruitment problems. I've top of things and can see ways of further approaching the issue. For example, you asked Arun to analyse the underlying improving our ability to deliver on time. may want to stay in your current field, but causes of the difficulties we're currently Lately, I've been concentrating on local with a change of role. Some people opt for experiencing in recruiting the right people. production, but with the worldwide strategy a lateral move, I mean moving across or So, er, perhaps Arun, you'd like to talk us gathering speed, it's becoming more and more horizontally into a new role at the same through some of your findings. important to look at the globai picture. What's level you're curently at - so that you can Arun Certainly. Weil, this is an issue that has the point of me being here today? I guess I'm gain more experience in a similar position. been affecting Coben Waish for some time ready to take on board anything I can about Moving back or down is also possible - to now. I've been following up on why so how to improve commurication between explore a new direction, open up new many candidates have rejected job offers. my team and our counterparts around the And basically, there's no getting away from world. I do have a tendency to talk too fast so, opportunities or, increasingly often, to it - we face serious competition from the please slow me downl Or stop me if you can't reduce stress. Or you might like to consider larger, better-known accountancy firms. understand what I'm saying! an exploratory, often temporary move to Top graduates know how much they're another location or department, just to give worth and they're attracted to the most 2 yourself a taste of what else is out there. prestigious, higher-paying firms. Hello. For those of you who don't know But of course, something else to remember Rachel Couid I just say something here, me already, I am Elke Seifried from Graz is that, over time, you will grow into your Heidi? in Austria. My responsibilities include role. And then you can develop it on your Heidi Yes, go ahead. optimizing the quality assurance procedures at own terms- Rachel You probably won't like this idea, our plant there to ensure that we only produce Interviewer Does this really work for Andy, but I think that the obvious solution parts of the highest standard. I'm empowered to this problem must be to increase the to jettison any sub-standard products and have everyone? I mean, essentially, aren't most initial saIary package we're offering. I really think we should consider doing so. the task of working out what went wrong. I'd people looking for a change - any change - Andy I'm sorry, but I don't think we're in like to point out that over the years, I have a position to do that, Rachel. Apart from been continually improving procedures, and I because they're just a bit bored? anything else, it would mean we'd have to hope to share some of my ideas with you here. Susan Yes, that's dght, there are times when increase al1 salaries by the same amount to retain motivation in our current staff. 3 we reach a stage in our caleers when Heidi Can I suggest we come back to this we feel stuck - we aren't sure which point about salaries a bit later on, Rachel? Hi, there. As most of you wi-II know, I'm Harvey direction we should be moving in. Within a Andy? Benson from Atlanta. \\Alhat can I say? Well, it conventionai organization, it's really up to might surprise you to know that we've had a managers to look out for the warning signs Rachel Yeah, OK. few great years and we're just rolling the stuff that people are looking to move on, and to out. The point is, we're finding it really tough discuss the options with them. They need Andy Agreed. An1,way, I'd rather investigate to keep on top of demand, but, well, you gotta other options before we go down that give the customer what they want. Basically, to focus on the positives of being assigned route. I'd be interested to hear about your my role is to coordinate what happens between departments, making sure that commurication to other departments or project teams. It suggestion, Heidi. before we make any is optimal - this entails a lot of talking, mailing, getting on people's cases, and so on - so I might needn't mean you're being sidelined - decisions. not be everyone's favourite person! You'11be happy to know that we've been selected as a your horizons are simply being broadened. Heidi Yes, of course. I'11 get on to that in a benchmark for best practice, due to the process moment. Arun, did you want to talk about that I developed. To get to the point, we want That sort of approach. to help out all the sites around the world in Intewiewer And what if the changes staff retention issues as well? optimizing their communication processes - I suggested by your manager don't match Arun Yes, we1l, as you know, we're also your expectations? experiencing a high turnover of staff, can't wait to share our expertise with you and Susan We11, then there's the ultimate step again, primarily among our younger to help you embrace the changes you'II be of moving on completely. You want to employees. Based on what they say in their facing over the next few months. go beyond the scope of your current job, there's nothing suitable where you are. so exit interviews, there seems to be a general Interviewer . . . and today I'm joined by Susan you start looking around for an interesting feeling that we're a bit specialist, and they'll Whittaker, who's a career coach ... Susan, progress faster in their careers by moving more and more people seem to be exploring position in another organization. companies. They don't seem to feel any less traditional career options. Realistically, Interviewer And is a manager ever likely to particular loyalty to us. And .. . what are the alternatives to a traditional Rachel If I could just come in here for a encourage this? career? Susan Well, you and your manager can see moment, Arun? What makes you so sure it's an issue that only affects our company? Susan Well, yes, people are beginning to when you've looked at a1i the options and I'd say it's the attitude in all industries these realize that if you want to move forward the fit,ust isn't there. Maybe your skills you need to take responsibility for your don't match those required for the job, days - people simply don't stay with one own career development. And if you perhaps your career goals are unrealistic want to make a real change, you have to within the organization. In such cases, company for that long any more. be prepared to take some risks. Talking the manager may just have to let you go, yourself into that promotion, and climbing and if the move is done weli, you can end Andy Of course, you're absolutely right, but arother rung on the vertical career ladder up being the best ambassador for that we can't iust ignore this probiem. I know may not necessarily be right for you. If organizatlon after you leave. you're not keen on it, Rachel, but I realIy Interviewer OK, can we just go back to your think we should hear about Heidi's school- that's the case, then you have to take a leavers plan. point about the move downwards or backwards? How is that supposed to be a progressive step? Surely most of us would f ind that demotivating? Susan Good question. I know this can seem like some kind of voluntary demotion, but that's not necessarily the case. It's difficult to explain exactly, but sometirnes, in order to move forward you need to take a step backwards to put yourself in a better position for the next move. Interviewer OK, we1I, I may have to take your word on that.

2.3 have been good if we'd made a bit more B But it's been so difficult with ail the Extract 2 progress today. changes. I'm sure you can appreciate, these are factors which are out of my controi. Heidi OK, given the current situation, I'm Arun Yes, if only I'd known how Rachel sure you'll understand the need to improve would react to the school-leavers proposal. A Yes, I understand that. It's been difficult our choice of candidates. Heidi Well, we should have anticipated it, for everybody in the group. But the point really - we already knew she was quite I'm trying to make is I'd like to see more Andy Absolutely, yes. evidence of how you deal with these Heidi Now, I'm not sure what your feelings resistant to the idea. challenges. are about this, but we think we need to Conversation 2 move our focus away from university Rachel A11 I can say is, I'm still not convinced Conversation 5 graduates. We were wondering if we could consider targeting school-leavers instead this is the right move, Andy. I might have A I got some useful feedback from the - offering them an apprenticeship with been a bit too forthright, but I need to be Coben Walsh and paying for them to study sure any change is right for the company. morning session. Overall it seems they for their professional qualifications whilst We are partners here, a{ter all! don't feel well informed about the product. Andy WelI, it could have been awful if we'd gaining on-the-job experience. just gone round in circles. At least we B Really? But don't we keep them informed managed to have some kind of discussion. Arun Er, Heidi, would this be the right Rachel True. But suppose I hadn't been there with our newsletter? moment to mention the conditions of to present the other side of the argument? Vy'hat wouid have happened if I hadn't A Yes, but what I mean by 'well informed' employment? suggested improving our graduate intake? And I sti1l don't think Arun brought much is, they'd have liked to be more involved Heidi Oh, yes, thanks, Arun. Well, basically, with the product before it came to market. the new recruits could combine work and to the discussion - basically, he relied on Look ... to put it another way, couldn't we study for five years, during which they Heidi. consider letting them trial the products in would receive a moderate salary After Andy Yes, but it's a good thing he came to the their own markets first, so that thev feel meeting, though. It sounds like we're going their views count? five years they should then get their fu1I to be working quite closely with him from professionaI qua I ification. now on. Interviewer OK. Can you tell me a little bit Rachel But surely the best students will want about the company? to go on to university? And won't there be 2.5 bad feeling if we then recruit a graduate at a Ifraki Yes, welf our consultancy, BICG, was higher position with a higher salary? Conversation L set up in 1999. Principally, we do research in the field of new ways of working, which Heidi Now, it's interesting you should say A So, what would you do if one of your key that, because actually I think the trend is a fusion of severai different disciplines is changing. Alot of good students are members of staff was off sick on the day of reiated to the organizational aspects of a really worried about the cost of going an important presentation? company. So we focus on the infaastructure to university, and the prospect of being B Um, well ... would it help if I gave you an - the information and communication in debt. It could be that they would be really happy to take a secure employment example? technologies applied to the workplace. opportunity instead. We look at the physical environment, A Mm. Go on. architecfure and the use of space, the way Andy We'd have to demand very high grades B I mean, something Like this happened to me an office should be built and laid out. from the school-leavers, you know, to make And more generally, we deal with the in my previous job ... cultural aspects of a company, like working sure we get the best candidates. practices. Conversation 2 Interviewer Why does the professional world Heidi Yes, quite. Now, coming back to the A Ela, is it OK if we make some changes to need new office and workplace concepts? issue of graduates - they have to complete three years of training once they join us those plans you sent through? Ifiaki WeII, I think it's more like the end of a process, you know. Basicaliy, we in any case. That means that effectively B The ones attached with the proposal? I help companies to move with the times. they'll only be two years ahead of the I mean, the business world has been school-leavers, and since we're paying for thought they'd all been approved. evolving rapidly over the iast few decades, five years of education I don't think the school-leavers will complain about their A No, I was actually referring to the ones due to new technologies. Things have comparatively Iow salary. changed and it's time for physical spaces Rachel Mm, I suppose so. But do you really drawn up for internal purposes. Especially to accommodate the new needs and think schooi-leavers will be able to make the one on page four - it looks a bit odd to requirements of the world of work. such big decisions about their career at the me. Interviewer OK. What kind of advantages are age of 18? Given that we need employees there from a management point of view? Is who are comrnitted to the profession, B Does it? this purely a money-saving exercise? wouldn't it be better to focus on ways of A Well, if you look at the scale at the bottom improving our graduate intake? Ifraki No, not exclusively. I mean, cost- of the page, you'lI see what I mean. Surely Arun Well, I think a lot of eighteen-year-olds that can't be right? saving is certainly one of the results you can achieve, but it's not the most do already have a clear idea of what they Conversation 3 important. What is essential is being more want to do. Er ... something else we've productive and having more efficient been thinking about is the introduction of A Sorry I'm not really sure I've understood. and effective processes, and teams and an entry exam ... working practices. Then, also, having more Does everybody need to be informed? motivated people. 2.4 Interviewer Mm. So, I imagine you make B Sorry? quite a few changes to the working Conversation 1 A Yes, sorry, let me rephrase that. Am I environment. How do the people who are Arun I'm so giad I finally had a face-to-face actually working there react to that? lVhat supposed to notify everybody in the problems do you have to anticipate? meeting with the partners - I haven't had department each time I receive one of these much contact with them so far, and at least Ifraki Weli, actually one of the core focuses now they know who I am. proposals? of our work is to facilitate cultural change Heidi Yes, it's just as well I brought you within companies. People react differently. along, Arun - as you're the one who's really B No, of course not, you won't have time to Normally the people at the bottom are quite going to have to deal with Andy and Rachel do that. What I'm saying is that it's worth iI we do go ahead with the changes. If I'd happy to get something new; a more open thought about it, I could have brought one sending it to the people responsible for that and creative environment. Those at the top particular region. I know AIex is looking of the recruitment consultants we use as for new contacts, and so is Thierry. In other well, but there's aiways next time. It would words, there's no point in it sitting in your in-tray for the next few weeks. Conversation 4 A Well, the last year has obviously had its ups and downs for you, but look, the fact of the matter is that I need to see a dramatic improvement in your performance over the next six months. L46

of companies, senior management, they are 3.3 working, in whatever capacity, for themselves the champions or sponsors of these new - and we anticipate that this trend wili only concepts. But middle management tends to Extract 2 increase. And this is my key point - by the be very resistant to this kind of change, so I'd like to start by saying a few words about we have to explain the benefits for them as some of the changes predicted in a recent mid-21st century a major cultural change wili report. One significant change will be the have taken place. The workforce will have well - it's important to generate enthusiasm rise in'demuting'. By'demuting' I mean for these changes. working remotely from wherever you are/ acquired the power to make choices, and Interviewer Yeah. How do you see this and not needing to travel to an office. So, the employers need to recognize this and start situation developing in the future? Are opposite of commuting really. It's anticipated planning for it now. To sum up, forward- that as many as 12 million people in the UK thinking employers would be wise to view there going to be any more major charges? will be working from home by 2025.|f the this element of choice as just as serious a Or is it more of an ongoing process? 20th century was about the 47.6-hour week competitol as other employers are considered for British workers, the 21st century is going to be. And solving this dilemma must surely Iffaki I think it's been more or less an ongoing to be about a new generation of'career become a key priority. So, that brings me to nomads'. Now, I don't know if you're familiar the end of my talk. Thank you very much process for a couple of decades. We're with this term? Well, 'career nomads' refers for iistening. And I'll be happy to take any getting more mobile and technology is to employees who are changing the rules of questions now. getting smaller and smarter, and this is a time management in ways that suit their new trend that is making us more flexible, more 3.6 and more independent of space. So the approaches to work and leisure time. To put it office won't be the place where you have to another way, employees who no longer think 1 Yes, I can't see any altemative. I think it's go every day arrd work eight hours. Work in terms of a job for life, but move arourd, will be something that you can do wherever bound to happen sooner or later. you are and, realiy, you'11 come to the office changing jobs, and even careers. We need to to meet people and exchange information 2 It may happery but it's not very likely. and knowledge. So that will probably be the ask ourselves - is this a good thing, and for 3 I think it's possible that we'll see new trend in the near future. Interviewer But if people aren't coming into whom? innovations in this area, yes. the office, won't there be a problem with 3.4 4 It may well be that things change in the communication? Extract 3 next few years. We'llhave to wait and see. OI(, moving on now to look at how this Ifraki Mm! Definitely, definitely! I mean, this all affects the workforce. One possible 5 Definitely, yes - there's certain to be a major consequence of the home becoming the focus is something you have to take account of, of most people's working lives will be a rise change at some point in the future. to ensure that people will communicate in in'binge-time careerism'- this is where the right way and will still have this 'we' employees work non-stop for an agreed 6 I thjnk it's very unlikely that will happery to feeling -being part of a team. You have period and then take the equivalent amount to distinguish between the work you can of time off. Personal development could also be honest. do individually wherever you are, and the benefit as new ways of working give rise to 'shadow careers'- and perhaps here I should 7 Oh, most certainly, yes. And it's highly khd of work where you need to exchange information, ideas with your colleagues, just explain what I mean by'shadow careers' - likely to impact on all our lives. and therefore you go to the office. that's when amateur activities are pursued to 8 It's quite probable that we'll see some big Interviewer Mm. And how do you assess professional standards. So for example, ... . .. Turning to the next point, research changes in the near future. your progress? How do you know whether commissioned by British Telecom points or not the work you've done has been out that 24-7 access to company emails and 9 It's certain that there will be significant information via phones and BiackBerries successful? could simply translate into staff working changes, yes. harder and longer, rlnless organizations devise 10 Oh, definitely, and there's a good chance Ifraki Since we deal very often with so-called formal policies to deal with their new working 'soft' factors, it's not that easy to measure practices. And as I said earlier, it's predicted most of us will benefit from these changes. that there wiil be tension between employers the success of these kinds of projects. and employees over some new ways of 3.7 working. I'11 say more about the effects on Nevertheless, there are other ways to employers in a moment. Just to digress for a 1. measure success. Obviously, you can check the motivation of the people in a company. second - the report suggests that the trend A Heilo? towards home working could have other B Hi, Sophia. It's Manjit. Have you got a few You can also check measurable aspects, like, for example, the time needed to solve positive social side effects. It points to the minutes? a problem. If you reduce the normal time fact that three-quarters of people questioned needed for solving a problem, then you are believe that flexible work patterns and the rise A E1, actually I'm quite snowed under at the more productive. of home-based businesses are likely to revive local communities. And six out of ten people moment, with the exhibition only two days 3.2 believe the shift will make larger communities away! and cities more personal and peopie-friendly. Extract 1 B I know what you mean. It's quite hectic All right. just to fill you in on some of 3.5 the background; research from Henley over here, too. I'11 only be a few minutes, Management College in the UK has shown Extract 4 though. that middie managers are under increasing For employers, howevet the flip side to all pressure and it's going to get tougher. Why? this will be the sheer number of alternatives A OK. What can I do for you? Because the flexible working revolution means available to individuals. And this brings me that management will become more about to the last point. Whenever I hear employers 2 resourcing and measuring results than about discussing how they are going to compete following day-to-day procedures. People are for talent, the focus always seems to be on A How was the presentation? Did it go expected to be working more flexibly in the competition with other employers. But today's future. In fact, it's estimated that by 2050 most technology-aware workers already have according to plan? people will have been working flexibly for more opporfunities than ever before to make more than a decade. That's something to think a distinct choice between corporate life and B No, not quite. It wasn't so great actually. about, and I'll retum to this point later ... A Oh? ... So, I've divided my talk up into tfuee B Well, there just wasn't enough time to sections. First of all, I'11 consider the current research. After that, I'11 go on to talk about the cover everything. Ald there were quite a few technical problems along the way. I impact on the workforce as a whole, and I'll don't think the organization here has been conclude with some comments about how this particularly good, actually. will affect employers. A No, it hasn't, has it? B I mean, they should have stuck with the original 45 minutes per presentation. A Yeah. It might be worth sending an email to everyone who came, to cover the parts you missed out. t47

Audio sciipts 4.,1-.4,3 J J Jean-Luc OK, Khalid, you've made your point. Greta - I'd be interested in hearing A ... It's just that I'm finding it's quite a task I think most people think mainly of health what you think about *ris. and safety issues, but it's not only that. My to manage my work now that the team has responsibility covers all areas of risk within an Greta WelI, at firct I was very much in favour been spiit up. I spend way too much time of Joana's proposal, but I admit that I'm passing messages on and not nearly enough organization - financial, lega1, environmental, having some second thoughts about it. time doing my actual job. \\A/hich is why I put forward an altemative technological. \\44ren I discover a potential proposal that we're going to discuss later on. B I hear what you're saying. I mean, I know problem, my job is to assess the severity of I think we have to take the long view. There this is a tricky time for a lot of you, but I is huge growth in this sector and we ... really think that in the long run, it'Il work the loss that could result from it - maybe in Khalid \\Arhat do you think of this? We offer better as a system. equipment or time or knowledge, or even customers the option of paying the carbon A I don't know. I feel like I'm iust treading human life - and put a financial value on offsetting as an extra ... |ean-Luc Sorry, Khalid. Could you let Greta water. that. I also calculate the probability of that finish, please? B Believe me, I can see where you're coming risk actually happening. I can then decide Khalid OK, sorry. which risks need immediate attention, and Greta I was just saying that I think if we're from. I had a similar problem at my last which ones are manageable. In many cases company, but it did work out in the end. you can find ways to completely avoid the going to stay competitive in this market . .. risk. For example, if you determine that a 4 Extract 3 staircase is potentially dangerous - you close |ean-Luc ... so that all seems OK. Thomas A This is so annoying. \\Atrhy won't people it down and repair it. But, outside of safety - I have a question for you here. How reply when I ask them to? It's been three issues, avoidance isn't always the most likely is it that our current partners along days now. prudent course of action. If you went to the the Mombasa coast wouid buy into this CEO and advised him to avoid every risk, B I know. I still think you should send the you're probably gonna get a deeply sceptical proposal? response. A totally risk-averse company is request agairy though. Thomas Can I just check - we are now talking never going to make much progress. A But I don't want it to look like I'm about the alternative smaller-scale proposal 4.2 suggested by Greta, rather than Joana's full badgering them. scale original idea? Extract 1 Jean-Luc Yes. I think that's where we've got B Quite. Well, you might want to word it so |ean-Luc . .. How about now, Greta? Is to. Is that right? Ioana? Joana Reluctantly, yes. I'm not fully convinced it's not too aggressive, in that case. that any better? [Yeah.] Good. Any more as yet. technical hitches? No? OK. So, if the Thomas To me, it sounds a lot more Nowadays, of course, there's a lot more manageable. Our partners can make a consultation and discussion, but in the end document-share programme is now transition over a period of years rather than working, you should all be able to see page someone has to take the final decision - and overnight - and depending on customer seven of the proposal on screen . .. Joana, that's me. Sometimes you feel nervous could you talk us through this? uptake, we can go faster or slower as putting your signature to a multi-million Joana Yes, sure. We1l, if you could look at the appropriate. I think that makes more sense bottom of page seven, where it says 'Risk than trying to do everything at once, and dollar agreement. If I've got it wrong - well, I summary', you'll see that I've summarized possibly falling flat on our faces. prefer not to think about that. But, of course, some of the risks involved in this proposal. Jean-Luc OK, well, we seem to have some sort I've only reached the position I'm in because I'm not over-cautious by nature. I have been Extract 2 of consensus - although we stili have to accused of being reckless - for example, when Thomas ... OK, so that's one problem. And convince Joana that this is the right course I took the bold step of cutting al1 our top- of-the-range prices by 30% last November. I as a result, the price of minibus hire in the of action ... was proved right on that one. To an outsider, my decisions may sometimes look rash, but locality has increased dramatically over the Extract 4 Jean-Luc OK, I'm not sure this is getting us you can be sure I've only reached them after last year. careftrlly weighing up all the pros and cons. I anywherel Well, I'd like to draw things to a have a duty to the shareholders not to behave Jean-Luc That's interesting, Thomas, thank close, so can I iust ask everyone to sum up in an imprudent way with their investment. you, but I think it's probably best left for their views in two or three sentences? I'11 You have to ask yourself again and again: am another meeting. Maybe we're digressing a mention any of your remaining doubts or I being prudent? Or is this course of action little. If I could just bring the conversation questions to the board when I report our baslcally foolhardy? And. of course, the other back to the agenda . .. discussion. Greta, can you start, please? side of the coin is that I wouldn't be doing Greta It's been quite hard, but I think we've anyone any favours by completely avoiding Joana Am I right in saying that the general made the right decision. It would have been justifiable risks that carry the possibility of opinion is we can go ahead on this? too risky to commit ourselves to ... sizeable retums. Khalid Khalid here. Er, I still have serious 1. 2 reservations. Are we really prepared to lose Thomas .. . and as a resul! the price of I think it's what comes with responsibility. tfuee of our best-selling products, including minibus hire in the locality has increased Sometimes it feels like the whole of my daily the Nile Cruise, just to chase this pipe dramatically over the last year. working life is filled with risk - but that's dream of green tourism? I suggest that we because I have quite a lot of freedom to make Jean-Luc That's interesting, Thomas, thank decisions. For example, I can decide exactly keep all the current tours, but include the you, but I think it's probably best left for what deal I offer potential clients on price or opportunity for clients to pay a voluntary another meeting. discounts. That means I don't always know for charge for carbon offsetting. Now by doing sure that I've got it right. Sometimes I put the 2 phone down and immediately I'm wondering this ... how sensible that was. ln many ways, the Khalid I suggest that we keep all the current biggest risk I face in my work is the risk of fean-Luc OK, thanks, Khalid, maybe we can tours, but include the opportunity for wasting time. As they say, time is money - it's let Joana answer that. clients to pay a voluntary charge for carbon actually my income. If you think you've got offsetting. Now, by doing this ... a good potential lead, you can spend days ]oana Well, if you remember, we did explore following up, and then the whole thing can this last year - that was just before you |ean-Luc OK thanks, Khalid, maybe we can just collapse and you end up with nothing. So joined us, Khalid - and we decided at the let joana answer that. to some degree you have to be cautious about time that it wasn't the route to go down. deciding which leads to follow up. Joana Wel1, if you remember, we did explore fean-Luc You're saying that it's not worth this last year - that was just before you reconsidering? joined us, Khalid - and we decided at the time that it wasn't the route to go down. Joana I really don't think so. Khalid With respect Joana, do luxury travel and green tourism really go together? And do we really believe that our customers will pay thousands of dollars to stay in a mud hut without running water, next to a termite mound? That's what I'm asking.