| SUCCESS © | WITH THE NEW BUSINESS ENGLISH CERTIFICATES COURSE WORKBOOK. _PAUL DUMMETT Summertown PublishingPablished by Suminertovm Publishing Ld, Axisiotle House Atte Lane Oxford Ox26TR United Kingdom vow sumumggtoon.coak, ‘email info@sumamertown.eo.ke Workook without key dition 9781 902741 956 ‘Workbook wit kay edition 878 1 805982 04 ‘© Summertgwm Publishing Limited 2008 ust published 2008 Allughts reserved, No pvt of this publication may be reproduced, Sorel ina rerleval ayer, or tasmited in any form ory any means, tlectronie, mechanical, photocopying, or others, without the prior [permission ofthe publishers or exeoptas permited by law. og design and setting; Oxon Designers & Mustrstors ‘Gaver design by whitespace ‘© Sunmartown Publishing Limited 2000 Adiaowledgements ‘The publishers would keto dedicate tho Succoss with BEC series to the ‘mem ofits inspictional editor, Davi ley. “The publishers would lke to thank and acknowledge the allowing souees for dlagrams, copyrigh€ material and tedemark: Hunn Your Busnes 2 The People Stupid! tex reproduced with the permission af wos estauranreportcom, {he Clase Hota com Example ishosed on The SheSimple Principles (of Vira Marketing by Dr Ralph Wison ~rpreduced by kind permission ‘ofDr Wilson, Soto: Web Marketing day Ise 7, ‘Ave you Control Freak 5 anys stop by Toanna rote text reproduced with che permission of Joana Krot, Muse2Muse Productions. eerullent-basel on article Inside Job by Caroline Roberts. 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Printed i MaltaModule | Module 7 Ways of working 5 ABBE sales 35 Making contacts 7 RRS Selling 37 Speaking Test: Part One 9 RWB Reading Test: Part One 39 Module 2 Module 8 ‘Company benefits 10 EEG] Training 40 Presenting your company 12 (EMS Showing you're listening 2 Reading Test: Part Five 14 ESESBSY Listening Test: Part Two a“ Writing Test: Part One Module 3 Module 9 Starting a business 18 Branding 45 Leaving and taking messages 17 Getting through a7 Listening Test: Part One 19 Writing Test: Part Two 49 Module 10 20 Management 50 Eire) Delegating 2 Solving problems 52 eiefieg| Reading Test: Part Four 2 Listening Test: Part Three 54 Module 5 Module II The workplace 25 Ethical economics 55 Participating in a meeting Ea Discussing trends 7 ‘Speaking Test: Part Two 29 Reading Test: Part Three 89 Module 6 Module 12 Recruitment 30 APF Business taw oo Emailing 2 AEE] Handling questions e Reading Test: Part Two a4 APEEREd Speaking Test: Part Three 4 CONTENTS 3Pye e Eos 1 write the opposite of each phrase. 0 to start work: to finich work, , regula fixed hours "Sours atemporary job: ay. P9205) fob 1 2 3 toworkpart-time: towork fall “Taare 4 5 anemployer:an 22"! lawe 7 ve been working as freelance journalist (0) for six years Before that, T worked (1) 2° a mn, but 1 didn’t have the freedom to write the stories 1 big daily newspaper in the business sect wanted {o. In fact, Pm someone who needs to work (2) ©" her own —I really enjoy being my own boss. T dislike being (3) an office too, but fortunately I get out a lot. My work takes me all (4) Rio to Riyadh, according (5) the world, investigating stories from what interests me at the time. At the moment, I'm working © an interesting team of them who are employed mM being in a research lab, they work (8) a story about Japanese inventors. There's big electronics firm, but instead of home. ‘The company thinks this will open their minds, ’'m not quite so sure, because they have to report O} they’ve been doing! their bosses every day about what The disadvantage of working for yourself is that ‘you never take enough time (10) Actually, that doesn’t matter to me, because I get to travel and work (11) a lot of interesting people. When I'm (12) well as writing and doing research for the next home I relax a bit more, as project. 3. Bach of these sentences contains one grammatical mistake, Find the mistake and correct it. 0. T'm glad 1 don’t have to get up-on 6 o'clock es ery morning! at 6 o'slook 1 Twork a five-days week, 2 I've been working there since a couple of months. 8 Tofien work few extra hours on Monday. 4 Lam not every day in the office. 5 Tiss to chat to my colleagues. Pronunciation 4 Check that you can pronounce the underlined words correctly. © Abusy office 00d advice Jotis/ as in ‘mae! and Jadvais/ 29 in 1 hard work along walk 2 partofa team parttime 3 parental leave live near the office 4 one child three childven 5 ajob share an office chair MODULE | WAYS OF WORKINGPresent tenses Life coaches are employed by some busy executives, to give advice about how they can manage their ‘working ives. Below are some examples of this advice, Put the verbs in brackets in the present perfect simple or present perfect continuous tense. 0 Ie all about work-life balance. You have been working (work) too hard and not relaxing enough. (do) the same thing for years, It doesn't mean you have to 1. Just because you go ondoingit. 2 Ifyou (have) the same job for seven years, it's probably time fora change. 3 Iyou your life, (know) only success in ilure can be very difficult to deal with. 4 Being at the top can seem lonely. The reason is probably that you — (not / listen) to other people enough. 5 You ___— (worry) too much about lite things - the things that are important are your health, your family and your happiness. 6 Business should be a pleasure. As far as I can tell, for you up tonowit (be)a chore. 7 You (think) about your standard of living and not your quality of life. 8 To get to where you are now —_____ (be) your ambition all your life. I'm not surprised you feel uncertain about what to do next, MODULE | WAYS OF WORKING 6 7 Write a one more piece of ‘life coach advice’ for someone who works long hours. ‘Complete each sentence in your own words using ‘the present simple or present continuous tense. 0 I'mnota qualified engineer yet. Tam stil training 1 When [arrive at work, Lalways 2 Lrarely ater? o'clock, 3 Tusually drive to work, but this weekT 4 Atlunchtime, I generally. 5 Myboss HH ___ atthe moment. 6 After work often 7 Please don’t disturb me now. 1 8 When I speak Bnglish I sometimes ‘Write how long you have been doing OR have done these things: 0 live atyour current address {ve been living in a flat in London for 6 months (OR since July). 1 study English 2 work in your current job 4 have your mobile phone 4 know what you want to do i 5 do these oxorcises1 choose the correct word(s) to complete each statement. © It’s a small company - there are only fifteen of us ~ ‘and I'm responsible({oB/ ofanswering the phone ‘end making appointments for the dizector, 1 I've been working at Dell Computers for two years. Lam specialised / specialise in examining {international contracts to make sure that they ‘comply with the law. 2 I'm in charge of/ for a small team of workors in the Jaguar car plant, We work on the engine assemblyline, 3 Remploy isa company that employs disabled people. handle / deal with the media and try to {get us as much good publicity as possible. 4 Lam quite independent and I report / depend directly to the Managing Director. 'm involved in /by making sure the company's activities have a positive impact on the environment. 5 work with /for a specialist garage. We repair and restore old vintage models, ike Rolls Royce and Bugatti. 2. Match each of the descriptions in exercise 1 to these job titles. A Legal advisor B Head of Sustainable Development Personal assistant =O D Production foreman Pras officer F Car mechanic 3 Read the job advertisement and then answer the questions. 1 What will the HR officer be mainly responsible for? 2 What else does the job involve? 3 Who will he / she report to? 4 What will he / she need to attend from time to time? 5 What doesn't he / she have to have for this job? Making contacts oat: HR Ofer == aaa (Organisation: Green Ass Salary: £35,000 plus exeslont benefits and progression ‘Are you looking to join a eapidly growing advertising ageacy in ccntral London? Your duties are to recruit staff at all levels across the fim, Working directly wnder the HR. manager, you development of the organisation: recruitment, taining career development. You will also represent the company a conferences anc! job fairs The successful candidate will have ood organisational skills, experienoe of reeruitment and the ability to work to tight deadlines. Previous knowledge of the sector isnot necessary, as training wil be given. 4 Correct the underlined phrases in this conversation between people meeting at a conference. Barney Hello, Sara, good to see you again. Can T Introduce you to SuLi? ‘Sara How are you do, Su Li? 'm Sara, How do you do? ‘SULA It’s pleasure, Please call me Sn. Sara Lam pleased mecting you, too. Barney has told ‘me about you. How long were you here? Su Li T arrived in London two days ago. Sara Andis that your first time in England? Sui Yes, Sara How you like? Su Li Londonis great, but rather expensive. Sara Well, can IJoin toyou two for a coffee? SULI Yes, sure, Are you enjoying the conference? Sara Yes, ithas been very useful. Imake alot ofnew contacts, And you? SULi Yes, it’s new for me, but I have learned alot. Sara You work for Taylor Associates, isnt? SuLi Yes, Iam their Chinese agent. And you are with Featherstone, I think, Sara Yes, thisis right. MODULE | MAKING CONTACTS will support her in all projects relating to Human Resource |!8 Correspondence 5. Read the two emails and say which one definitely requires action. Write a short reply o the one that requires action. Hi David Tanks for your message. I'm sorry to hear that you didn’t get the jab. To be honest, | expected them to give it to someone with more experience. You've only been working there for nine months. Anyway, how about a drink some time? Let me know when is good for you. Kate Dear Ms Kowlowski | am writing to apologise for the mistake we made with your order. The correct item is now on its way and should be with you in the next couple of days Do not hesitate to contact me if | can be of further assistance, Kind regards Afonso Alvares 8, We met earlier in the week. I'm now sending you the information you asked for (further / meeting / please / attach / requested) Convert these short messages from a formal to an {informal style using the words given, 0 Please find attached estimate for the plumbing work. Please do not hesitate to contact me ifyou require further information, (Here / estimate / plumbing /in touch / need / more) Here io the estimate for the plumbing work. Please get in touch if you need any more Information. 1 Lamat this afternoon. I would be grateful if you could tell me the result. (sory / can’t please / let / know / happens) ‘aid Twill be unable to attend the meeting, 2 Twould like to suggest that we meet at the restaurant, Unfortunately, I will only have an hour, (how / meeting /? / bad news) 3 Itwasa pleasureto see you last week and Ian ooking forward to our next meeting (good / hope / again soon) 6 Convert these short messages from an informal toa formal style using the words given. 0 Please don't forget to call Kate. She's wants your answer, (remind / contact / would like) May I remind you to contact Kate. She would like to know your anower, 1 Justa quick note to say that we have got your order and it will be with you very soon, (writing /inform / received / arrive shortly) 2. Tam sorry for the mistake with the invoice, Here is the correct one, (apologise / incorrect / attaching / version) MODULE | MAKING CONTACTS You are a salesperson for a lighting company. You want to visit some lighting shops in the UK next, month to show your product range. Write an email of 40-50 words to the owners of these shops explaining when and why you would like to visit them. Use the framework below. Deer tr represent tw be Please suggest.VL Fittin the missing words in each question to complete the dialogue from a speaking exam. Examiner So, Paolo. (0) Where are you from? Pa lo My home town is near Milan in Italy. EXAM SPOTLIGHT Speaking Test: Part One 3 the responses ofthis candidate are a bitshort tsxpand each one into fall answer. Examiner Whore are you from Candidate Vienna. (0) I'm Austrian. | come from Examiner And (1) _______ do you do? Vienna originally Paolo I'ma studentat a business college Examiner And are you working at the moment? Examiner (2) __________haveyou Gandidate Yes, the last sic months. been studying? o Paolo ‘Three years. 'm in my final year Examiner What co you do exactly? Examiner (3) ____ you havea job lined up Candidate Trainee, sales, afterwards? @ eee sas Paolo: Yes. 'm going to work for my father's Examiner Cen you tell me a bit about the company? ' company. Candidate Cosmetics. Bxaminer (4) (3) ' company is it? Paolo We make jewellery. Examiner And (5) _____ will your job 2 Paolo Iwill be working in marketing, trying to develop international business. Examiner And (6) ——— do you feel ___ working for your father? Paolo Well, actually, he is semi-retired now, so we won't seea lot of each other. 2. Read the examiner's questions and say what you are being asked (o talk abi itin each case. companysactivity workedutios ambitions your opinion job prospects hobbies Examiner Who are your main customers? Candidate Department stores, pharmacies. (7) JesieHinetetnete tense tnninstnsnstnsinstenistansstn Examiner Do you have to use Finglish in your work? Candidate Not yet. ©) Examiner What do you think about the testing of cosmetics on animals? Candidate What? (6) Examiner Whatdo you think about the testing of cosmetics on animals? Candidate 1's OK.(7) Examiner And what would you like to do in the future? Candidate International manager. 0 What does your job involve? work duties 1 What do you do in your spare time? 2. What are your long-term goals? 3 What line of business are they in? 4 What do people on the course generally go on to do? 5 How do you feel about working abroad? (8) 7 a 4 Now use the prompts below to write long answers to the questions in exercise 3, How do these compare with your own answers? working / company / called / six months ‘moment / just / working / trainee / department ‘manufacture / sell / range / products mainly / sell to moment / hope / future Sony / repeat? mow / people / disagree /1/ problem / actually ambition / manager / abroad : MODULE | SPEAKING TEST: PART ONE | 9Company benefits 1 Complete this list of job benefits using the words in 3 Read the passage about job title inflation and the box. unpaid promotion off pension company flexible geed holiday ‘Your employment package will include + 2 (0) good salary + use of a (1) car + (2)___working hours + excellent opportunities for (3) + a full (4)____ on retirement + possibility of (5)__ leave + five weeks annual (6) + one day (7)____per month for personal training 2. Complete these expressions using take. 0 Tam takinga trip to Madrid next week. thope I'l getsome time to see the city 1 Don't worry. Andrew is an excellent host. He will, take _____of you. We have taken secretary for three months to help us get through the work, 3 Tthink we should take a —___ We've been discussing this for two hours now. 4-You should take what she says with a temporary a of salt. 5 ‘The conference will take —__________in ‘New York in October next year. MODULE 2 COMPANY BENEFITS choose the best sentence (A-G) to complete each gap (1-6). A That's alot of chiefs and not very many Indians. B Have you got greater responsibilities? ‘They make a public statement that this employee is important to the company. D Interms of the job they actually do, the dle is meaningless, E Inother words, you are doing the same job, but it now has a grander ttle, F After all, the company cannot be made up of only, igh-flying managers. G The other will be to have an impressive job title. Have you just been promoted to the status of manager? Then ask yourself these questions: Has your salary risen significantly? (0) B Have your benefits increased? If not, then you are probably the victim of what is known as ‘job title inflation’, (1) One in four company employees in London are now managers. (2) Itcannot be the case that companies need so many people giving orders and so few people taking them. So we can only conchide that these managers ‘are managers in name only. (3) So why do companies continue to hand out these titles? The answer is simple. ‘They are a cheap way to recognise an employee's commitment to the job and to give them an incentive to stay. (4) If you ask an MBA student these days what their ambitions are, one will certainly be to pick up a fat pay cheque some day. (5) But companies have to be careful. Too many title promotions can lead to employees feeling suspicious about their value, (6) ____If the company keeps cteating new titles (Senior, Deputy, Vice-President, Marketing and so on) their significance soon decreases4 tookat the underlined verbsin this dialogue. Ifthe verb isin the correct tense, write ‘correct’ itis incorrect, write the correct form. Interviewer So, 1see ftom your CV that you are currently with Cadbury's. How long did you work, ()have you been working there? Candidate | have joined (1) them in 2004, At first, worked @ in the sales department but more recently Iworked (3) in the Marketing Innovation department. Interviewer ‘That sounds interesting, What have you done(4) there exactly? Candidate We have been researching (5) ___________ what products we should sell into our new markets in the Far Bast. In some cases, ‘we took (6) an existing product and rebranded it. In other cases we have been developing (7) new product. Interviewer And you lived (8) in Austrdlia until last January. 1s that right? Candidate Yes, we have moved acompletely (©) ——______ back to the UK in February, Thave looked (10) foranew job since then, 5 write the profile of this the box. Begin like th Reynard Inc le based ia Birmingham in the UK. The company w. | Bios Poa ety Main product Ser HM Subsidiaries: Eran Pee cd etna Pronunciation 6 Look at this extract from a presentation and mark ‘where you think the natural pauses should go. I think we all recognise that incentives are important, but why? And what kind of incentives work best? Should they be financial or should we concentrate on praising employees for good work or for achieving their targets? The answer is not simple beceuse not every individual responds in the same way. 7 ‘the letter ‘i’ canbe pronounced /at/ as in nice, or // asin quick. Sort the words from the box into the correct column in the table. recognise incentive promise finance individual outiine policy final flexible benefit behind article division describe Long‘t Jaw Short‘ // recognize MODULE 2 COMPANY BENEFITSEXO) 12 Presenting your company 1 Complete the company profile of a French energy ‘company, by choosing the correct word A-D below to filleach gap. “TOP STORIES a3 so) EDF is one ofthe largest electricity companies inthe ‘world with a (0) turnover of 59 billion Eutos in 2008. its (1) are in Peis, and tis the dominant player in France, with over 80% of the market. Its largest (2) + 100% owned by EDF is EDF-Energy which supplies over five million customers in the UK. The company has three main (3) electricity production, of which 70% comes from nuclear power (4) distribution; and retail or supply. The fist two are very technical activities. The third, reall, is more customer focused. Nowadays, ‘most customer contacts handled by (5) ____ centres, where operators ‘manage customer enquiries online or over the telephone, Electricity isan unusual product. t cannot be stored in a (6) _____ ike other goods. what you produce has to be consumed immediately. So, supply and demand have to be balanced exactly on a day by ay, or hour by hour basis, 0 A sales G@ tumor C income: D figure 1 A base B foundation C headquarters D seat 2 A subsidiary B subsidy C substation D daughter 3 A agencies B corporations C holdings D divisions 4 A factories B plants C branches Dcentres 5 Acall B phone C ring D telecoms 6 A depot B holding C plant D warehouse MODULE 2 PRESENTING YOUR COMPANY 2. write these numbers in words (as you would say them). 0 #2 five hundred and forty-two 1 60% 2 1908 (the year) 3 2008 (the year) 45,000,000 5 3210 6% 7% 8 33.3% 3 Putone word in each space to complete this extract froma presentation. | thanks everyone (0) for coming, Taday like to (1)________ you abit about our new ‘company, Il be (2) 150 ifyou have any questions please wait an Ill be (3)________ to answer them at the end. First of ()_________, how dd we get the idea for Mobile Media? | met Steve my partner three months ago when he was working with Vodafone to. One other thing I'd ke to point (5) —_ is that ths isnot a technology just for the future tis already being used in China and Korea. .- Finally,’ just ike to (6) ____ you this chart which (7) —______an overview of all the possibilities that this technology offers. We are really excited about the prospects for it and I hope 've heen able to communicate some of that enthusiasm to you today. Thanks for (8) — are there any questions? 4 what comes next? Continue these presentation phrases using the prompts in brackets. 0 ‘Thank you (come / today) for coming today. 1 Te like to begin by (tell / something / product) 2 Atthis point will quote our CK product / not enough) : (great / 3 Let's move on (look / sales) 4 This chart (show / turnover / 2007) 5 Let’stake a look (profits / last year) 6 ‘That brings me (end / presentation)Memos 5. Read the following memo and answer the questions. 1 What is the relationship between John Simmons and Graham Pole? 2 What isthe problem? 3 What solution is proposed? 4 What ection should Graham take next? INTERNAL MEMO. To: Graham Pole From: John Simmons Date: 16 March Subject: Absence from work ‘You have been absent from work for 22 days this year. I am aware that some of this was due to sickness, but if there is some other problem, you are welcome to come and chat to me any . If T don't hear from you, F will expect your attendance to return to normal, 6 there are eight more mistakes in this memo. Find them and correct them. INTERNAL MEMO. To: very All staff From: Sarah Kandarthi Date: Sth of October Subject: Suggestions for staf party Just a quickly reminder that the staff party will be at 5 December. We have not done a final decision on where it will take place, so please to send me your suggestions. f anyone is not able attending, please make me know before the next Friday. 7 Read these two memos and then replace the underlined phrases with the synonyms below. Torfurther information esyeumayknow Fike to pointout further fo asa result fyouwouldlike because of you hear from me INTERNAL MEMO To! All sales staff From: Davis Allan, Sales Director Date: 12 February Subject Product defect ~ 83050 (0)As you are probably aware, As you may know a number of vacuum cleaners (Model 83050) have been returned with a faulty electrical connection. (1) Consequently, we are temporarily withdrawing this product from our list. Please do not try to sell any until (2) further notice. (3) If you have any questions, please i contact me directly. To: All staff From: Katja Ebert, Production Manager. Date: 7 May ‘Subject: Closure of Mannheim plant (4) Following a meeting of the board on 6 May, the company has decided to close the | plant in Mannheim. This is (5) due to recent poor results. There will be an official meeting to discuss the closure on 3 June. (6) For anyone wishing to attend, (7) please note that the deadline for registration is 21 May. MODULE 2 PRESENTING YOUR COMPANY | 13gx Reading Test: Part Five [Find the extra word in each sentence. Explain why itis wrong. 0 ‘The company don'tcannot know wh You not need two auwiliary verbs (‘do' and ‘can’ arid ‘company’ is a singular noun ¢o ‘don't’ ie incorrect. 1 For most people, itis more better to have an interesting job than « high salary. 2. The company encourages a people to go on training courses. 3 Iisa job witha lot of variety and which with flexible working hours 4 When you join to the company, you become part of a family. 5 Butitis not only the company's responsibility. Each employee that has (o motivate himself i: motivates each employee the most. 2 Answer the exam question. + Read the article with advice for restaurant owners. ‘with the sense of the text. Some lines are correct. + Inmost of the lines there is one extra word. itis * ‘Ifa line is correct, write CORRECT next to the line, If either grammatically incorrect or does not fit in there is an extra word, write it next to the line, 0 Imagine the best dining experience you ever had in your life, where you were CORRECT (00 the guest. Now imagine that someone having this experience in your restaurant, ‘that 1. Does it seem realistic to think this could happen in your place? Could you do even more 2 better? The answer is no, because you cannot give a better service experience 3 for your guests which if you have never experienced it yourself. Now try to imagine 4 the best service experience any of your 16- to 24-year-old staff has been a part out of. 5 Probably not that good. But what does has this got to do with managing employees? The 6 7 8 answer Is everything! You don’t manage people, you lead them. And how you lead your employees directly relates to how because they treat your guests and your business. What business are you in? The food a business? Retail? No, its the people business! Writing Test: Part One 3 Memos in the exam are supposed to be 40-50 words long, Look at the question and the candidate's answer, ‘which is (0 long (100 words). Underline the most important information in the memo and cross out any phrases which give unnecessary detail. Then, wite a shorter version of the memo. You work in the Human Resources Department. The government has recently increased the amount of social security tax for all workers. Write a memo to your staff informing them: ‘= what the change in taxis * who will be affected + when the new rules will take effect. To: All staff From: Daniel de Rivaz, Payroll Officer Date: 13 May Subject: Tax changes | would like to point out to al staff that following the recent changes in the tax law announced by the government last week, in future the rate of social security tax will be 11%, which Is an increase from the 10% it was before. This new rate will apply to everyone (the level of your salary is not important) and you will be ‘axed this amount starting in July. if you have any questions or want more information, you are welcome to contact me, Daniel de Rivag, in the Human Resources department during normal office hours, MODULE 2 READING TEST: PART FIVE; WRITING TEST: PART ONEied 5 ee LO a od 1 Complete the crossword with words describing types of businesses, Land 2 someone who runs a business alone (4and 6) 3 tobe responsible for any financial losses (6) 4 abusiness where two or more individuals share the visk (11) 5 a phrasal verb meaning to establish: 6 youdo something by yourself or‘on your_ (3) 7 businesses which have a licence to trade under up’ (2) another business name and following thelr business model (10) 2. Match each idiom or phrasal verb with the correct definition. 0 setup A dversify into something new B be ee rouse your potential 1 getinto 2 goitalone Ce the boss 3 stretch yourwings\_D setupa business without help 4 mun theshow B establish 5 branch out F become involved in Starting a business 3 > Complete the text about the qualities of an entrepreneur by putting one of the words below into each gap. risks enthusiastic hard tested growth run entrepreneurs fall profit capital sense Do you have what it takes to be an entrepreneur? ‘The most dynamic societies in the world are the ones, that have the most (0) entrepreneurs. These people are the spark in an economy's engine, activating and stimulating economic (1) ‘The entrepreneur looks for opportunities to make a (2)____ by satisfying unsatisfied needs, to fill the gap betwreen what consumers want and the products and services that are currently available. Do you fit the description of an entrepreneur? ‘+ Entrepreneurs are creative, (3) and future oriented + They are Innovators who don’t need to follow the tried and (4)____ route, + They have a natural business (5) + They are not afraid of (6) _ work or afraid to (7) + They are willing to take (8)______ with their own (9) — _— and resources. ‘+ They are excellent problem solvers and negotiate the legal requirements to launch and (10) _ a business. + They focus on sales, cash flow and revenue at all times. t MODULE 3 STARTING A BUSINESS | I5will and the future Study the different future forms in the table. Then choose the form that would best complete the sentences below. A timetabled or scheduled event Present simple Present continuous Something that has been firmly arranged will (1) A prediction about the future itt (2) A promise of action or an offer ‘going to + infinitive A plan or intention (already decided) Future continuous Acontinuous action in the future Future perfect Acompleted action in the future 0 ‘his time tomorrow L... + Future continuous 1... at 1am, followed by lunch, atl pm. 2 I've decided that... 3 Bytheendoftheyearwe.. 4 Ifyou like 1... 5 [think that she.. 6 .. In the pub at 6 o'clock. 5 Match each phrase below to one of the phrases in exercise 4 to make a correct sentence. © If you like I'l pick you up from the station. 1 —_________ will have sold over 1 milion units, 2 —___will be lying on a beac! Bermuda. I can’t wait! 3 T'mmeeting her 4 ‘The seminar takes place See will probably get the job. 6 ‘am going to set up my own consultancy business. 16 | MODULE 3 STARTING A BUSINESS & Complete each short dialogue, using the most appropriate future form. 0 A Have you seen my mobile phone anywhere? B No haven't, But'll keep (keep) my eyes open. 1A Would you keto go fora drink this evening? B I'msorryI can’t. 1 ___ —— (have) dinner with some client. 2A Gan call you with an answer tomorrow — around 10? B No.]____________ (drive) up to Leeds then, Call me after12, 5A Have you decided how to break the bad news to her? B Yes, "think hat’ the only way. 4 A So, what's the programme for tomorrow? (leave) at ) (tell) her dicectly, B Wel ourtrain 915,80 I think we some breakfast and go. 5 A What do you think our chances of success are? B Lam fairly confident we (Win) the contract, but Lalso think they_______ (uy) togeta better price from us. 6 A When can you let me have your report? BI______ (finish) itby next “Thursday, atthe latest 7 A I'mreally having trouble loading this programme. B Here, 00d with computers, 8 A Do you have any plans of the weekend? B Woll, | ____ (play) golf with Lee tomorrow and on Sunday I (relax) with the fernily. (help) you. 'm eee eee eevee serge veedeeraeet eres ceeeee ee eeeteeeeeteaeTg Messages 1 write in words how you would say the following 0 25 June the twenty-fifth of June 1 14 May 2009 2 25pm 3 07783221010 4 J61ax VE ELLY 6 wonwyell.com 7 karen@gmall.te 2. Complete these phrases by adding one word. The first letter has been given for you. 0 Please call me back. 1 Sachiko is trying to geth__________of you, 2 Pmjustr. your call, 3 Letmer, that back to you, 4 Tileall youb. —— imanhour, 5 Youcang, me on this number any time. 6 ‘ther_____I'meallingis that 3) Match each of these phrases with the one closest in meaningin exercise 2. ‘A I'm phoning with regard to... B Ican always be reached on my mobile C Fd be grateful ifyou could return my call. O D She needs to speak to you. E Can just check that I wrote that down correctly? F Youphoned earlier, G Iwill phone you again in an hour. 4 Complete the dialogue, using one word in each gap. Sanja Hello, jurevic Investments. Jose Hello, (0) this is Jose Moya from SRL in Madrid. Can Ispeake(1) Mico, please? Sanja I'm sorry, Mr Moye, Mr Iurevic is (2) —________ of the office today. Can 1 help you? Jose Well, its with (3) —_____tomy diary. Tmet Mr Jurevie yesterday and I think (2) —_________ mistake picked up his diary and he picked up mine, Did he mention it to you? Sanja Oh dear. No, he di perhaps [can call him now and get him to call you (Gyeeeeeeeee : Jose Iwould be very (6) Sanja Is there a number can (9) —________youon, iff can't get through tohim? Jose Yes, you can get me any time @) my mobile. I's 06966 39941, but 'llbe in the office all day today. ‘ say anything, But Sanja Yl just (9) that back to ‘you. I?’ 06968 39941. Jose Yes, that’s right, Thank you (19) _______ your help. Goodbye. 5 Complete the message form using the information in the dialogue. Message for; From: Subjects Action needed: it Contact details: MODULE 3. LEAVING AND TAKING MESSAGESTaking notes and messages 6 When you arrive at work in the morning, you find the following four recorded messages on the answerphone. Read the transcripts of the messages ‘and complete the notes. Use one word per space. Hello. Is anyone there ... no? ... OK, this is Aran from Bangkok House Restaurant. Ms Gerhard asked us on Friday for @ price for a set dinner for 30 people. I have prepared a possible menu and the price, Can you ask her to call me on 0208 733 4545? Message for: Me Gerhard at Message from: Subject: He has and {or set dinner Action: Please call him Hello, 'm trying to contact Mr Sata, My name is John Davies It's quite urgent actully, but litle confidential. 'd be grateful if he could retum my cal as soon as possible. He knows the numer, Message for: Mr Sato Message from: Subject: Action: Please ____ as soon as possible, Hello, this is Tey Jones from Guest Office Supplies. 1 ‘think you were interested in aur offer on office chats — item 504 in our catalogue. 'm just calling to say that the offer ends this week, so if you would lke to place an ‘order, please contact me soon. MODULE 3. LEAVING AND TAKING MESSAGES Message from: Tetty Jones ‘Subject: Please note that the ends on Action: Let______ soon if we are interested, Hello, this is a message for Sarah Jenas. We had an appointment for 4.30 on Friday but unfortunately | mmissed it. 'm very sony. would like to arrange another time this week. Would Thursday afternoon be possible? Please can she cal to say ifsheis avilable then? Oh, sorry, I forgot to give my raime— i's Maria Sanchez ‘Message Jor: Sarah Jenas ‘Subject: She apologised for___— the ____ Friday, Would like to_ Thursday afternoon, ‘Action; Please call to —__- Pronunciation 7 Match each fetter to the correct vowel sound and ‘complete the table, AEGHIFSOQRTUWYZ Jel fish far foot fort faxf Ie A Il 8 Write the names as they are spelt out below. Davies 3 sir~ au-bit~er-ar-en1 Look at these notes to fill in from Part One of the Listening Test and try to predict what will go in each space. Write your predictions using one or two words. A Changes to conference Date: (1) Veaue: (2) 34pm session: Speaker cancelled New speaker: (3) Titles) ete Customer Services ~ Messages : Caller’s name: Jackie Brown Company: (5) Limited lem Ordered: (6) —_____~ Incorrect invoice. We (7) Problem: the customer. Action: ret (8) £ to he account. © Reminder of Training Session Date: duly Venue: Galaxy Hotel é Toreserve Send back (11) i place: Lisa Melrose in HR. HR department - Messages Calter’s name: Buddy Richards Subjects Job interview Problem: He has an interview on (12) he is unable to attend because he is (13) He isvery (14) ‘the job. Is it possible for us togive him a (15) 1 but eee kde Listening Test: Part One 2. Nowstudy the transcripts and write the correct answers for exercise 1. a A Him caling bout he IT conference onthe 3 May B Do you mean the one atthe National Institute? Is there @ problem? ‘A Well yes and no. The speaker forthe 3 o'lck session has just canceled, B Oh, dear, that was Laura Dean wasn't She's really goo. ve heat her speck befor, Yes, | know it's a pity Lucky, Steve Johnson herein our office has volunteered to speak in her place, B Steve Johnson? Fas he? What is he going to tak about? [A He has done alot of work on new mabe phone technology so he is proposing ‘Mobile Future as the name fr his session. 1K that sounds godt change the caference programme, B ‘A Hel, can I speak to someone in Customer Services, please? 8B Yes, you'r trough to Customer services, My name is Keran Donahue. How can help you? ‘A by names Jackle Brown. fm cling from Global Media Limited. We ‘otcered a leather sta from you last week B Has it not anved yet? 1A Yes it has ative and it's very nice thank you, Thats nat the problem. ‘The problem fs that on the invoice you set you have overcharge us. B One moment. You bought the Chestafd leather sofa at £1500, ‘A That’ it, but the noice is for £1800, 8 That’ obviously 2 mistake. | wil get the ciference of £300 credited to your acount, ‘A Thanks, appreciate that, c ‘A You have reached the voce af Kerry Hirsch. sary Ym nat here to take your cal Pease leave a message andl call you back. BEEEEP 1 Hell Kory this is Lisa Melrose rom HR. Just a emir that the ‘raining couse entitled ‘Buying signals’ wil take place on he Ah July at the Galaxy Hotel, Al the sales managers both fram here and alxcod, are being invited to partkipate I's not compulsory, but think it willbe aeally useful day. you areintoested, can you send back the registration form that | mle to you by ray atthe ates Thanks, D ‘A Hel, Birgit Herseler speaking, 'B Ok, elo, my name is Suck Richards | applied forthe job asa recritment office ‘A Yes | remember you have an interview next week. How can help? Well that’s the problem realy. You asked me to come at 10am on 10 July, but'm actually on hoiday that week. A Oh thats cfu, because it's @ group interview. B Oh, I did't realise that. am vry keen on the jb. It sounds perfec for ‘me. was wondering if you could ve mea telephone interview instead, ‘A F' sony, we d insist on meeting al candidates. Is there no possibilty you coud change your holiday dates? MODULE 3. LISTENING TEST: PART ONE 9ODULE 4 BUSINESS TOPIC Advertising 20 1 Match the pictures with the advertising terms, ‘TVeommercial mailshot banner spam wordofmouth sample billboard loyalty card 2 Complete the article by putting one preposition in each gap. Advertising complaints + 271 people reported a tax office advertisement (0) o the ASA (Advertsing Standards Authority) It showed a plumber hiding ‘under the kitchen sink to avoid paying his tanes. They objected ” ‘the fact that it suggested that selemployed people were dishonest. ++ 145 people complained (2). ‘a mobile phone auvertsement that gave the idea that its service was ree forever + 99 complaints were received about an advertisement (3) a TV programme called 'Wothing good ever came cut of America. The programme makers responded (4) the complaints by saying thatthe programe was, infact, promoting American culture (5) viewers, » ATV commercial advertising breakfast corel (6). clildren featured a man riding a dag, 96 people complained that children looking (7) ‘the image would ty to do the same thing (8). home, MODULE 4 ADVERTISING 3 Read the text about viral marketing (advertising messages that are spread by the users themselves) and put the sentences A-Einto the correct place. The classic Hotmail.com example ‘Te classic example of vital marketing is Hotmall.com, one of the fist free Web-based emall services. (0) B =to give away free mall addresses and services. (1) «Attach a simple ta atthe botiom of every free message sont out: (2) ‘Ten stand back wile people emal to ther ow network of ‘riends and associates @ “They sign up for their own fre email service. ‘The message spreads even wider to their own ever-increasing eles of frends and associates, a ike tny waves spreading futher and further from a single stone dropped into the water ‘A ‘Get your private, free email at hutp://waw. hotmail.com! B The strategy is simple © A carefully designed viral marketing strategy grows outward extremely rapidly. D They see the message ns about the advantages and disadvantages of viral marketing. Replace each highlighted phrase with one of the phrases below. suppose relatively tend+o onthe otherhand remember not sure 0 People generally respond to viral advertisements ifthey make them laugh. tend to 41 Limagine that i's successful because i's similar to ‘word-of-mouth advertising. 2 Lam uncertain about the ethics of it. Is it legal? 3 Viral ads can reach alot of people, But, the response is not always positive. 4 Tthink it’s great: rs new, quite cheap and has more impact than TV commercials, 5 Don’t forget that ‘viral is 2 very negative word. It-suggests you need to be protected from it,Modals 5 Read these advertising guidelines and put the most appropriate modal verb into each gap. Use must, ‘mustn't, should, shouldn't or don’t have to. © Advertisers of alcoholic drinks mustn't advertise tochildzen. Advertisers of alcoholic drinks make advertisements whieh could appeal to children. 2. When advertising a product, you mention the price. 3. When advertising a product, you make false statements about competitors’ products. 4 Ifyou advertise a service, you explain the full terms and conditions, exceptin the small print. Advertisers of medicines —____be ‘truthful about their benefits, 6 Advertisers of cosmetics products uy to beas truthful as possible about their benefits, 6 Putthe most appropriate modal verb into each gap. Use must, must have, can't or can’thave, 0 Itmust be difficult to advertise your service, because its very complicated. 1 His report is only two pages long. It_________taken him much time to write it 2 ‘There's no answer from her phone, She —_______ switched it off. 3 There be some other way to contact her. ry calling the New York office, 4 The advertisement doesn’t mention the special offer They read my brief properly. 5 He ____ be changing job. He's only been there a month, 6 There bbe some mistake. 1 definitely reserved a double room. 7 Read the dialogue between an advertising manager and a legal advisor, Then answer the questions. 1 Whi 2 Isit possible to use the advertisement in its current form? 3 Did they make any changes before? 4 What option did they not choose when designing the advertisement? Manager So, | understand that we can't now use this nt, What Is the abjection to itexactly? the subject of the advertisement? advertis Advisor ‘They are not saying that you can't just that changes will have to be made. Manager I thought we had already improved it, Advisor Actually, you needn’t have changed the ng~ that wasn’t the problem. ‘Manager What was the problem? Advisor ‘The ASA are worried that the image could ‘upset some people. ‘Manager It's supposed to be shocking, We could have made it more pleasant to look at, but people need to know that AIDS isa serious problem, 8 For each situation say what the person should do / ought to do or should have done | ought to have done. Use the words given to help you. 0 Te invested all his money in Telecom shares and lost tin the stock market erash. (more carefully) He should have / ought: to have invested his money more carefully. 1 hey made the advertisement themselves and people said it looked cheap and unprofessional. (an advertising agency) 2 They have sent out over 10,000 letters in a mailshot but had very little response. (a different type of advertising) 3 They need to find a new receptionist. (the local paper) 4 They are losing customers to other supermarkets. (loyalty card) 5 He lost alotof important data when a virus infected his computer. (anti-virus programme) MODULE 4 ADVERTISING aiDelegating 1 Read the article on how to stop being ‘control freak: Write the correct heading for each parageaph. Let go in stages Delegate, don’t dump “Throw away your ego Get rid of superman Get help from specialists Five steps to stop being a control freak ... 0 Get rid of superman If you are successful at building a business it soon becomes too big to manage on your own, But you are used to being in charge and you are sure everything is under control ~ uni something goes wrong, You lose a key client. A talented partner walks out. So forget the idea that you can do ital, and hire some help, ‘The control freak in you keeps saying that no one does anything as well as you do, Nobody works harder or better. No one cares as much, This just isn't true: some people cut there have skils that you do not have and they too can work well on their own, 2 Don’t rush into delegating. It must be done gradually, so both you and the employees can grow into the unaccustomed roles, IFyou need to hire new help, move thoughtfully 3 Getting the opinion of outsiders can help you work out where to hold on and where to let go. But be careful about who you ask. Find people whose advice you respect — advisers who have both the expertise and good will to help you grow. 4 You have to empower people and give them ownership ofthe task, Employees need to understand your values and mission, So don’t just give bits and pieces of work to people, because you haven't got time to doit yoursel. MODULE 4 DELEGATING 2. Complete these delegating instructions by putting ‘one word in each gap. The first letter has been given foryou. 0 Please check the details in this cor programme and make any changes you think are necessary. Can you give this email p___ because the client wants an answer today? 2. Before you visither, eed to b you on the background to our dealings with her, 3 Feelf to ask me if something is not clear, 4 You'll need toe thatall prices and. other facts are correct before sending it out. 5 Vike you to give mo regular u____on. your progress, 6 I think we should just go t. the main aims of the report before you start work on it 7 Please remember that the d____ for this offer is next Friday. 8 'mgoingto put you inc___ of the ‘management of this project. Pronunciation 3 > Undertine the three or four words in each sentence that are stressed the most. 0 Fd like you to be in charge of the project. 1 Please give priority o the Johnson case. 2 Letme know your answer by Tuesday. 3 You've done a great job on this! 4 One thing that’s worrying meis the cost. 5 Can I borrow your computer fora moment? 6 Lwant you to go to Geneva. 7 When is the deadline for registration? 8 The main findings ofthe report were positive 4 Check your answers to exercise 3 in the answer key, then practise saying the sentences, emphasising the stressed words and taking the stress off the others,Reports 5. Match each phrase on the left with the one closest in meaning on the right. 0 ‘The aim of thisreport A This means that... isto... 1 Asaresult ofthis... |B ‘Thefindings were that... C In the light of these results, | propose that we should . 2 In conclusion . 3 Itwasfound that... | D Aswollas... 4 Alternatively, we could. E “The purpose of this reports to. 5 Thefindings show —F Tosumup.. that we ought to... 6 Inaddition to . G Another possibility would beto.. Put one of the phrases A-G from exercise 5 into each gap in the following report about the business strategy for a hotel. | To: The executive board He | Re: Businss strategy | (0)€ describe the business strategy of a competitor, Bracken Hotels, and suggest what we can earn from them. | After visits to two clffeent Bracken Hotels (1) ___ ther | strategy isto target the business custome by offering the | following services + secure parking anda car valeting service © 24-hour room service and laundry service © meeting rooms (2) __ this, they do not charge for cancellation if you tell them before 6 o'clock on the night you are going to stay. (3)__, they are very busy during the week, but tend to be quieter at weekends {4)___ offer similar services during the week and mail ‘outa leaflet to companies advertising these, For meeting rooms, we could convert some existing bedrooms. {5)____rent rooms in @ nearby building. 6) seems that Bracken Hotels have a winning strategy for weekday quests and it would be a good idea to copy ths, 7 Read the information and use the framework below towritea report. ‘You work in the marketing department of a company selling office supplies. The results of recent advertising campaigns have not been so good. Write id ‘aeport to the executive board to explain this, ‘what you propose to do about it. Use the information and notes below. | 20 [a Sales Jan Mar May July Sep Nov t Marketing actions Late February ~ mailout of special offers catalogue best results here — suggest more of this | June —TV advertising poor response and expensive September — newspaper advertising campaign response better but also expensive November ~ mailout of new catalogue not baal Other possibilities - tnternet advertising? enna igs: Effect of advertising on sales | Conclusions Re: | Introduction and aims | | Recommendations MODULE 4 DELEGATING 2BOe i. a, : aL Reading Test: Part Four ofthe contract that ‘This part ofthe exam tests your knowledge of vocabulary, | customers pay within 30 days 2 Iisa 0 Only two companies were to 4 On average someone goes out of bu Usually that means choosing the word with the correct | A condition B requirement ‘meaning. But itis also necessary that the word fits | © tem D ask {grammatically in the sentence. ' 3 ‘Thisisnotthe time that this happened. 1 choose the word that does NOT fit grammatically in A secondly B first these sentences. C last D longest participate inthe tial, every minutes. A. prepared Cine) A three B few © witling D happy © many D ten 1 Consequently they pitas 5 of selling is very useful inthis the costs. kind of job. A decided B agroed ‘A. Awareness B Expetience © considered D promised C Opportunity D Knowledge Read the text below about advertising. Choose the best word to fill each gap from A, B, Gor D. The first task is not to select the right advertising (0} B,but to choose the right message. Advertisements (1) assume that the reader, listener or viewor has a basic [evel of interest and is (2) close attention to the ad. But customers (3) ____ to ignore all ads that do not speak directly to them. For this to be the (4) the product or service you are promoting has to meet a (5) have established this, then you can concentrate on how to deliver the message. Remember: the message has to be clear and simple. Ing) to answer the question of where you should place your advertisement, you will need to consider the following. First, how long is the (8) going to last? If you want to raise the generat awareness of your brand, you will reed time and money. These are resources which not (9) small or medium-sized businesses have.The (10) advertisements: for example, offering a product ata (I!) price for a limited petiod.The problem with this is that, even if the message (12) to people at the time, customers will quickly erase the advertisement from their is short-term ‘of the consumer. (6) ___ you aA place @ Treduri) 18 usually -B general 2A making give 3 A think 8 are 4A means B case 5 A request. 8 need 6A Before 8 Soon 7A how B case 3A way B best 8A many 8 long 104 way 8 alternative 1A cheaply reduced 12A getson __B takes over promoting D newspaper C most Ddo paying Din € often D tend C true D fact C client D will CAs D Once € time D order € campaign D time time D far other D better C down D money C sets up. D gets through MODULE 4 READING TEST: PART FOUR | | | | | !BUSINESS TOPIC Rearrange the words to make questions about buying art for the company. 0 how / companies / justify / do / the expense / ? How do companies justify the expense? 1 what / tend / compantes / do / kind / to buy / ofart/? 2 how/ a company / ever / does / what art / agree on / tobuy/? 3 why / so / companies / do / choose /to buy / many fart /? 4 who /if/T/ should / want / a plece of art / consult /1/ to buy /? does / matter / where / is displayed / the art /it/? 6 commission / can / a workof art/ to emphasise / you / your brand /? Complete the article about project management by choosing the best word to fill each gap. Successful project management ‘The same project management rules can apply to all projects, eter the projec it commission a work of art to construct ‘ew ofes orto putin a new computer sen The (0) based / (hasidiprincipls are these: Understand the (1) aims / ends For example, the short-term objective ofthe project may be to instal a computer syst, but whats the long-term goal? Is this (2) finish end result that you must focus on Decide who has ownership The person inthe company wito has (3) commissioned / ordered the projects the owner. It ay be a specific department of a person, for example the CE. They are the customer in this case andthe project (4) manager / ‘management serves them, Define the (5) range / scope This means the quantity ofthe Drojct how (6) many J much you want to achieve) and the quality (hor good you need it tobe), Work out what resources you need This means not only the ime and money you wil have to (7) expend I spend, but also the (8) specialist / special knowledge you will ned Ensure you have enough ofboth to (9) run J cope. Appoint a project manager A project mange has to (10) overtook / oversee the projec, matching the resources, available tothe (11) requirements / requests of ‘the custome” Keep it on track the project manager is aso responsible for ‘making sure thatthe project is (12) on Jin time and stays (13) into / within budget This means (14) confirming | ‘checking the progress ofthe work constantly The workplace 3 > Putcach word in the correct form to complete the sentence, 0 He works for aconsultaticy firm. CONSULT 41 Weare known, forthe quality of our products. WORLD 2 Whatare the specific____of your customer? REQUIRE, 3 We don’tneed to advertise. We geta lot of from other clients, REFER 4 Customer is very important to us. SATISFY 5 We have alot of field, EXPERT 6 Shehasa unique __of skills, COMBINE 7 We are still waiting to know the __of their research. COME 8 Thave made an___fornext Wednesday. APPOINT in this Pronunciation 4 Answer the following questions about word stress, 1 Look at where the stress falls in each of these ‘words, What rule can you make? ‘onganisation selection satisfaction commission 2 Mark the stress on chese words. combination division solution installation 8 Study where the stress falls in each of these verbs. develop agree entertain require appoint invest 4 Mark where the stress falls when each word is, made into a noun by adding -ment. development agreement entertainment requirement appointment investment 5 What rule can you make? MODULE 5 THEWORKPLACE | 25|’ Reporting Ls When you report things said in the past, you generally put the verb used one step back in the past, For example; ‘Twill be late! — He said he would be late, | Creed 5 Change the highlighted verbs to reported speech. Direct speech Reported speech Lam too old was don’t know Thaven't seen him You have to apply ean manage It’s raining hero ive in Paris | was waiting for an hour Iwon'tell anyone Tean’t understand & Read this brief report in a newspaper and answer the questions. 1 What will companies not be taxed on in the future? 2. Whatis the condition with works of art? 3. What will be the effect of the new law according to ‘The Arts Council? The government announced today that it would not tax spending on works of art bought by companies for public display. ‘There would also be tax relief if companies sponsored other artistic events, such as theatre or dance productions. The Arts Council welcomed the announcement, saying that it would give a boost to the arts in Britain. MODULE 5 THE WORKPLACE 7 Read these statements given by spokespersons of various companies In response to this news. Rewrite them in reported speech. 0 ‘Ifithelps to promote the arts, we're for it! (Tesco) A spokesperson for Teaco said that if tt helped ‘to promote the arte, they were for It, 1 ‘Tewon'treally affect us, as we do not sponsor any art projects anyway’ (Harris Plumbing) 2 ‘We are not against it, but wish they would do the same for sports sponsorship! (Riverside Centre) 3 “Ie right for the government to reduce taxes on companies, but we have to decide where we can spend our money? (Max's Café) 4 ‘Its about time. his government has a bad record ‘on promoting the arts? (ones Gallery) 5 ‘think this is a really good idea. Itwill help to bring art closer to the people’ (The Bus Company) 6 ‘Thope this will give employees a chance to show their artistic talents’ (Ashton Community Centre) 7 ‘Ws not clear if this also applies to musical performances, but I hope so’ (Opera Now} 8 ‘Isitreally true?’ (Telecom) Rewrite this reported announcement by a railway 8 2 y company in direct speech. Begin like th ‘We apologise for the inconvenience to passengers following .. ‘The company apologised for the inconvenience to passengers, following the closure of the London to Glasgow fine. This | as due to an accident involving vo freight trains, Fortunately, no-one had been injured. They said that the line would reopen (on Tuesday morning after they rad made repairs. In the ‘meantime, passengers were asked to use other means of transport1 Complete these definitions by putting one word in cach gap. The first letter has been given for you. 0A formal speech at a meeting is called a presentation. 1 ‘The person who runs the meetings the c 2 “The person who takes the m_____is the secretary. 3 The people who a participants. are the 4 The list of items for discussion is the ‘An i____meetingtis one between two or three people without these formal elements. ow meeting the aims or objectives. 7 The objective is tor ‘on a decision by the end of the meeting. {8 When you state your opinion in a meeting, you I the reasons for h_— the fan agreement make your p. 9 Mothers agree, they go a with you. 10 Movingo ‘means stopping one subject and starting another 2. Correct the underlined phrases inthis extract from a meeting on reducing travel expenses. Claudia OX. Hthink we have talked enough about restaurants. Let's (0) goin move on to the next point, ‘which is the subject of flying, Abdul Hang on. Heve we (1) arrived in agreement ‘onwhich restaurants we can use? Claudia Yes, 1 thi ‘unless itis for entertaining a client, Now, flying, (2) Itseems for me thet people use business class ‘more than they need to, Jordi (3) Lam agtee. It's not necessary for short fights. Claudia (4) Lsuggest us to make arute that no-one uses business class for a journey less than four hours. Abdul (5) [disagree to you here, Sometimes we have to arrive fresh for an early morning meeting. Sara Can [just (6) go in here? In my experience... ik we have agreed: no restaurants See Participating in a meeting 3 Read these comments bya manager on how he tries to make meetings more interesting and fun. Then answer the questions below. 1 Why does hie use referee cards? 2 Why does he schedule the meeting 15 minutes carly? 3 Whet does brain gymnastics help people to do? 4 Why does he ask participants to summarise the neeting in a picture? 5 Why does he sometimes cancel meetings? PE eEeEEeE ESET “When [ chair a mecting, always have two cards in my top pocket one yellow and one red — like a football referee I, daving the meeting, someone says something, ‘which is rade or too critical of anather participant, 1 show the yellow card,as a warning, Ic always makes people smile and is a good way of avoiding any conflict or tension | schedule the meeting about 15 minutes eater than, ‘we actually need to start. That way, it gives people an ‘opportunity to exchange a bit of small talk and relax before proceedings become more formal. Irs asimple strategy but it works very well ‘We sometimes do a litte brain gymnastics at the i beginning of the meeting,'That doesn’t mean mental mathematics or anything like that. It involves doing. physical longer. The best known example is tapping your head with one hand and at che same time making a circular motion on your stomach with the other exercises that help you to concentrate for f 5 eee eee tnt | sammie wa they thin they have ened ow it tod how itu benefited the company Butinsead of { puting this in won, sk them to drapes to sume their poin The avmnage of hs that ean. | etary and ten people fr hey can give thee eee aes One tactic Fase, ‘he meeting and to ask the patticipants to spend the ‘ime doing something other than their regular work. For example, f the meeting was going to be about marketing ideas, | might ask them to spend an hour ooking at other companies’ websites or calling a friend ‘who works in another company to get ideas I not 00 often, i simply to cancel MODULE 5 PARTICIPATING INA MEETING | 27Report on a meeting 4 Look at this report on a meeting. It contains some mistakes. In most lines (not all) there is one extra word. Ifa line is correct, write CORRECT next to the line. If there is an extra word, write it next to the tine. A report on meeting to discuss travel expenses ‘The aim of the meeting was to look at with ways to reduce business travel expenses inthe —_ with _ ‘company. The discussion focussed on three main areas: restaurants, car hire and flying, ‘At the moment, there are no the rules about where and when itis acceptable to take a business contact out for lunch in a restaurant. After some of discussion, we agreed that we ‘occasions, the senior manager in the department must give his permission. The question of ‘ar hire was more easier to solve. Claudia Hertz pointed out that the company could save i a lot of money simply by are negotiating a deal with one company for all our car hire. She ° 1 2 3 4 should use restaurants only when we do meet a client for the first time. For any other 6 7 8 said that she would investigate this herself, The last point was the most difficult which to 10 to fly business class on short journeys. Most people agreed that they needed | 11 to arrive fresh for meetings, but some the said the difference in comfort between economy 12. and business class did not have justify the extra expense. In the end, it was put to a vote 13, and the outcome was that in future all employees must to fly economy class for 14. journeys less than three hours long. If they want to fly business class on longer journeys they must get permission from the purchasing department. 5 study the minutes of the meeting below and the additional notes written by a colleague. Write a full report including the information from the minutes and the additional notes. Organise your report as follows: + tileofreport + detallsofmeeting + whatwas discussed + final action points Minutes of meeting Participants: Diego Sanchez, David Lyle, face rae Some additional points — pate: 14 galy | sangeet Art commission + Budget is maxiiauin 20,000 BO would like to commission an artwork for the reception but should be in region area of the new offices. Budget: is £20,000. oF 40,000 bu said the cost of a consultant would have to come out of ‘ the budget, so it would be better to do it ourselves. * BS to search For Finel decision: to enploy « consultant for only half a day art consultant to help get ideas, 7 What type of artwork? All agreed that a sculpture would be * Mfurife some beat for the space, Suggestions for the artist ext step: it agreed to make @ List of possible artists to for the next weering present at the next meeting. DS asked if the work should reflect the image of the company. After discussion it was agreed that it was better to leave the character of the work to the artiet himself. Wext mesting: 2 August 28 | MODULE 5 PARTICIPATING IN A MEETING. oe[Loot at this list of tips for Part Two of the Speaking, ‘Test, Say which are true (T) and which are false (F). 1. You should speak in general terms and not give specific examples. 2 You should organise your talk: an introduction, ‘main points and conclusion. 3 Separate each point cleanly: Firs, I think Secondly, .., Finally 4 Atthe end, wait for the examiner to invite comments from your partner; don’task them yourself, 5 Listen carefully to your partner's talkand be ready ‘to agree or disagree with the points made. 6 When preparing your notes tr to develop each argument as fully as possible, 2. Read this transcript of a candidate’s mini- presentation. According to the answersin ‘exercise 1, what are the good and bad points about it? Shall t begin? OK, so the question is what are the important things thinking about when we choose a new supplier? For my view, there are three things we should consider: ‘The first is the price The secondly is the quality of the supplies. And the third isthe period of delivery. What mean isthe time it spends from ordering the supplies to the delivery into the factory or offices. In some industries, this must be a very important factor. {think is very diffcut to find a supplier who will can ‘meet all of these conditions. For example, ifthe quality ofthe supplies is high, then probably the price will be also high. | think that covers the main points. Do you have any questions, Paula? 3 4 ‘These phrases from the presentation in exercise 2 contain grammatical or vocabulary mistakes. Try to correct thom, 0 what are the important things thinking about what are the important thinge to think about 1 Formy view 2 ‘The secondly is the quality 43 the thitd is the period of delivery 4 the time it spends from 5 the delivery into the factory 6 Insome industries, this must bea 7 think is very difficult 8 who will can meet all of these conditions 9 the price will be also high Complete these useful phrases for organising a :mini-presentation by writing one word in each gap. 0 So, there are a number of points to consider... 1 Firstof - a 2 ‘Ihe second point to is that... 3 Ihisalso tne ‘many companies 4 Something thatis importantis .. 5 —__ example, ityou need to... 6 conclusion, I think.. MODULE 5 SPEAKING TEST: PART TWO » || 30 es es ELD koa Recruitment Complete this text on reeruitment by choosing the best word to fill each gap from A, B, Gor D- ‘An employer trying to recruit a new training officer has @ (0) pile of CVs on her desk. Wouldn'c it be great if ‘yours was on top? That can happen if you've been, (1) —__-by afrlend who's already working there. For a business, employees’ social networks can be an @ _way to access talent, Recent research found that ‘almost half of employees had (3) a friend for a job in the past, and one in four eusrently knows someone they could recommend for a (4) atthelr company.Some businesses even encourage employees to (5) the role of head hunter by offering incentives like shopping ‘vouchers or cash bonuses ifthe recommended candidate is taken (6) ‘Referral schemes can (7) big savings on advertising and agency fees, are simple to set up and operate, and easy to promote through internal 0 Atiny ome job Dist 1 A working B hired € recommenced Delose 2. A efficient B best Conly Done 3A voluntary B noticed C referred Dnever 4 A vacancy Bee C full-time D work 5 A took B play C apply Dstay 6 Aon Boff Cin Dup 7 A have Bevery Coe D mean 8A Increasing B have C usually D definitely 9 Ain B running Cinvemted Dadriving 10 Avalued B full-time Crecruiter D longest 11 Acareer B recruit Cpossibiy Dialing 12 Aand B lastly Clate D missing, MODULE 6 RECRUITMENT communications! says Marisa Kacary, of Capital Consuleing, ‘So T think they'll (8). ‘become more widespread One organisation (9) successful incentive scheme is Bnterprise Rent-A-Car, which recruits almost 40% of its graduate trainees through personal referrals, ‘At Enterprise, every employee is a (10). 1 says Donna Milles, Human Resources Director for Furope. “They're the face of our company ~ no one teaches someone about Enterprise's culture, (11) ‘opportunities and environment better than those who are already living it! ‘But before you start recommending all your friends, you need to think carefully about what they can bring to the “organisation. "Referring someone can reflect badly on your judgement iFthey turn up (12) for tho interview or don't have the right attitude; warns Kacary. 2. Choose the best ending A-I to complete the sentences about employment. © We try to recruit ‘A twenty people in the last two years. 1 He was fired for B onwithouta formal interview. 2 Twassoangry that | C because the just walked company offered an excellent package. 3 Ttook voluntary D you must give atleast redundancy fone monthrs notice. 4 Wehave hired E out there and then. 5 He resigned B only the best graduates 6 ‘Three hundred G sleeping on the job. people were laid off Hbecause he didn’t agree with the company’s sales strategy. 7 you want to leave 8 ‘They tookme when the plant closed,3° choose the right word or phrase 10 answer these questions. 1. Jack was late for work overy day last week. Is he going to be made redundant or be dismissed? 2 Joc is 65, Is he going to retire or resign from the company? 3 Is the company running a campaign to recruit or tohire young people? 4 Sarah has had a job offer from another company. Is, she going to leave her present company or take voluntary redundancy? Pronunciation the underlined words have the same sound. Match each pair with the word in the box that sounds most similar, tyre fine fork stayed “boot look 1 Idicin’t resign from the design department. 2 ‘They laid off the maid. 3 Ttaak your book, 4 We walled and talked. 5 ‘They have a hite and fire poticy. Passives 5 Lookat these notices ata compan where you would find them, /ssite and say Li ae THIS PARKING SPACE IS RESERVED || IL FOR CUSTOMERS f Ce | eel Peed Visitors are asked to sign | the visitors” book Stop button: to er essed - invemergencies. only: f L of my | NB. Staff party has been moved to 2 December | | 6 Transform these statements into notices in the Passive. 0 Keep this door locked at all times. This door to be kept locked at all times, 1 The union invites all members o attend a meeting on Friday 12 July. 2 You should report anything suspicious to security immediately 3 You can post suggestions in this box. 4 Queen Blizabeth opened this building in 1988, 5 You must obtain a registration form from the Administration Office, Put these newspaper headlines into full sentences. Use passive or active verb forms. 0 300 LAID OFF AT LONGBRIDGE PLANT 300 employees have been laid off at the. Longbridge plant. 1 HOLBROKE SACKED BY CAPITAL INVESTORS 2 400 JOBS To BE, CREATED IN NORTH WEST : CEO RESIGNS AFTER RECORD LOSSES ANNOUNCED AT TELEAST. 4 pee ‘Temporary workers given only 1 day's notice “REPORT SHOWS 300 NEW DOCTORS NEEDED 6 ENGLAND FooTeALL, MANAGER RESIGNS 8 transform these active sentences into the passive. 0 Lexpect the company to tell me in good time if there are going to be redundancies, | expect to be told in good time .. 1 It’s better for people to respect you than to like you. 2 I dislike people telling me what to do. 4 It’s nice when the company considers you fora promotion. 4 Tdon’tlike it when people keep me waiting 5 Idon’t mind people questioning my decisions. MODULE 6 RECRUITMENT | 31Emailing [Read this article about companies that use text 2. Read these short email messages and complete the messaging and choose the best sentence A-G to fill, text by writing an appropriate verb in each gap. Sere eee a, Dear Alice For the older generation, text messaging by mobile phone seems to be the domain of teenagers incapable of ‘writing proper English, But now one of Britain’s biggest businesses is encouraginggits staff to use tet, (0) 8 Maze than 10,000 employees in British Gas’ nine call centres a " Across the country are being taught {0 send internal | am sorry that | haven't been in touch, My computer ‘crashed yesterday and | wasn’t able to (0) read my emails ‘memos and emails using the language of text messages. oe {'m sory, but (1) your last email by mistake. Can British Gas has produced its own text message glossary you 2) ies to help staf learn the shorthand of the twenty-first century. It claims the initiative will save its stall 8,333 CUB LAR — call you back | aa | mninates 8 day. (1) lates; and :) BG Cuz— happy British Gas customer jae British Gas admitted that it would ake ime for some Sony, (3) to attach the file to my last emai. Here stall to fel confident talking intext. (2) Cat its Please etme (4) that you have recived it Evans and her daughter Helen Busby both work in British Gas’ call contre in Cardiff. 3) ‘mother said it was still a culture shock, But her | British Gas's sharcholders are delighted with the scheme, Dear ivan However, English Janguege purists arc less happy. ‘Thank you for sending me the link tothe Sparks website. i @ Teachers across the country have already tdoesn’t seem to (5) ___, though. Can you (6) | reported that pupils are now using text message phrases that it's the correct address? in their essays as standard practice. ° Last June The Accident Group sent hundreds ofits employees text messages informing them they had DS aE CSAS been sacked, It read: ‘Sorry folks im gutted 4 u good luck in ur future careers.” | sent you an email about your account with us last Friday, bout haven't (7) _ areply, ee ) completely lose touch with the correct way of pletely correct way of eae Here is your username and password so that you can writing English grammar, B Itbelleves the measure will save it hundreds of 8) the site, Just (9) them in when you are thousands of pounds a year. asked and then (10) ‘on the link to Case Histories, _ British Gas is not the first business to use text Good luck messaging as a way of communicating efficiently. Paul : D Using shorthand in emails or text messages can ace ceed Ee ceed Ceee cece eee eee See) lead to breakdowns in communication. en B ‘For older people in the call centres, using text Dear Martina Yanguage is a new phenomenon; said Alan. | am (11) ___ you the report we discussed. When you Metaughlin, send me your comments can you (12) Francesca : F Gardener in, because she is working on this project too? F The time-saving phrases includ ae G Busby, 21, sald: ‘Most ofthe younger operators Ger have been using text as shorthand fora while? MODULE 6 EMAILINGInternal communication 3° Choose the best ending A-I to complete the sentences. 0 Please note that A your recent memo about absenteeism, 1 Iwould appreciate “B these new regulations will not come into effect until May. C ifyou could make sure that everyone is aware ofthe changes. D everyone that the plant willbe closed for naintenance. BE your help with this. F foryour comments. 2 Lam writing with regard to 3 Ta like to remind 4 T'msorry 5 The reasons 6 Vabe grateful G ameeting of the board on Tuesday, it has been decided to 7 Following H for the changes are as follows: 8 Please I for the inconvenience this will cause, 9 ‘Thankyou J submityour ‘suggestions by Friday. 4 A colleague hax sent you her presentation to look ‘through before she gives it ata conference next week. It contains several mistakes. Write a short ‘email to her to explain this and to suggest a meeting 0 that you can go through it together. Use the framework given. Dear Liane ‘Thank you for Ihave looked Unfortunately, it Perhaps we Let me know 5 complete these internal memos by putting one ‘word in each gap. CF INTERNAL MEMO To: Alloffice staff From: Wanda Koepchen RE: Coffee area (0) Following comments from various members of staff about the untidiness of the coffee area, T'd like to (1) all staff that visitors are also taken to this area from time to time. If itis not kept clean, it gives a bad impression of the company to outsiders. In future (2) make sure that you clean your coffee cups and leave the area looking tidy. 1(3)______ your help with this. Din) Dear Wanda Tam writing with (4) to your ‘memo about the coffee area. I understand your concerns, but I think the (5) for the untidiness is not the staff being careless, i ‘The fact is that the room hasn’t been painted for four years and there is no proper coffee ‘machine in it. Pl be (6) —_____if you could ask the management to consider investing in making these improvements to the coffee area. Geraldine INTERNAL MEMO. i Dear Geraldine Thank you for your (7) have made a (8) of them ‘and wil pass them on to the management, MODULE 6 EMAILING | 33| 4 eos Reading Test: Part Two I Each pair ofsentences below ismissings 2. Read the article about volunteeringand choose the connecting sentence. Write a sentence that fits best sentence from A-G to fill each gap 1-5. One grammatically and in meaning, usingtheideain _sentence is not needed. brackets. A On the other hand, charities do not only employ 0 Don’t wait forall the conditions to be right. They volunteers never will be. (never) Try to be satisfed that jus’ If people have to fight their way through . the important ones have been met. bureaucracy and go through long, unnecessary 1 There are various ways to recruit someone for a training to achieve their aim, the desire will die, é high-level job. (advertise / newspaper) € ‘That's an enormous number, ——________Soshe applied to the couneil to teach basic maths ‘Another is to use a head-hunting firm, and reading skills to children with no formal 2 First, asleyourself these basic questions. (enjoy / education. i job?) E If not, the following story will illustrate just how i haitis And are there better opportunities elsewhere? F She also learnt about the need for Muslim men 3 Wayne Sanders also expressed hisconcernsabout and women to be taught in separate classes, the plan. (I think/ design / weaknesses) G That my wife is educated, intelligent and ser Besides; he added, ‘no-one will invest in it! 4 The first version was well received although ithad (0) E My wife is an English graduate — sensitive, Have you noticed how hard it is to volunteer? some minor design faults, (second / improvernent) kkind and responsible. Like all volunteers, she felt! ‘nd the tnd is expected to be even better inspired one day to use her skills to help others 5 ‘The results wore not at all what the researchers (1) ___ After weeks of calls to the council, she expected. (77% / very unhappy) ‘was finally told that she needed 2 qualification before being allowed to help in any official While only 23% said they were satisfied with the capacity. She paid £200 and spent one day a j level of service. week for ten weeks attending a course twenty j 6 Having the security of a job for life used to be miles away. She learnt about the correct terms to { considered fairly normal 30 years ago. (nowadays / use around disabled people and about cultural samo job / ten years) sensitivity. (2) _AMt the end she was given a i Buc there are signs thet this kind of long-term relationship between employer and employee may bbe coming back into fashion Jjob teaching young offenders in prison. It had taken months to achieve what a five-minute interview could have established. (3) This country has 22 million voluntecrs. (4) ___ Their work is worth around £40 billion per year. But their desire to help others is a delicate thing, @ my wife. Not everyone will be as persistent as MODULE 6 READING TEST: PART TWOed? ed Read the statements made by different sales people and choose the best phrase for each gap. BUSINESS TOPIC tangible results cold calling door-to-door selling sales pitch target-driven sales techniques © Cold calling is very diffcult. Half the time people just put the phone down when they realise you are trying to sell something, Its very Important to practise your___________untilitis perfect. You only get one opportunity to convince people. 2 Actually, [think that —_________isan invasion of someone's privacy. I don't think it should be allowed. 3 Our company is very —______. We all have monthly objectives and our pays closely linked to these. 4. The great thing about sales workis that you have —______ .Inalotof jobs, it’s difficult to measure your contribution, 5 There are alot of diffe the basic principle is always the same: you have to convince people that they need and want what you are selling, but 2. Decide whether these adjectives describing the job of selling are positive or negative, and write them in the correct column in the table. dishonest rewarding unglamorous dynamic well-paid challenging tangible unpopular sociable repetitive Positive Negative dishonest 3 puteach word in the correct form to complete these sentences about selling. 0 Selling can be a very challenging job. CHALLENGE 1 Butit can also be very REWARD 2. And itcan be don'tbuy, FRUSTRATE 3 People say that itmust be a job. REPEAT 4 Butin fact, ithas alot of, VARY 5 You moet many ______ people. INTEREST. 6 Inever suffer from—__________. BORE 7 Also Thave decisions. RESPONSIBLE, 8 AndIam GOOD PAY when people for my own for what | do. Pronunciation 4 inthe word ‘dishonest’ the letter ‘b’ is not pronounced. Underline the letter in these words which is not pronounced. debe autumn environment whole business mortgage Knowledge guard hour wrong listen building doubt climb MODULE 7 SALES36 Comparatives and superlatives 6 Complete these sentences describing the 5 cma tcmpstsngenie __ufaeeauyengem i : 6 [do alittle extra consulting ouside my regular job. Adjective (or Comparative Superlative Tdon’tearn much from it but it’s better than adverb) form form nothing, high higher the highest 1 _bestaspect ofthe jo isthe feeling Jow that lam making a real difference. good better 2 Job satistetion is more important 10 well me —____ money. bad theworst 3 The hours are ___ flexible than in most flexible more flexible Jobs and that suits me, rich, the richest 4 Ifyou have a postive atitude, then selling is as i Rae easy any other jo. oe 5. New Yorks an expensive place to ive, but London is____ mote expensive. pee 6 you inchide commissions and bonuses, then a litle theleast salesjob is paid than ajob in much a rmatketing. 7 Wsthe —__ challenging job ve ever hhad, but Tam loving every minute of It 8 Is been a ery difficult time forthe company, but suppose things can’t get any —__ {Look at this text about price comparison websites. Itcontains ten mistakes (one in each ine) with comparative and superlative farms. Correct the mistakes. © Allast time you bought @ washing machine, how did you go about it? | wouldn't be The last time 1 surprised if you did the same thing than me. First | searched on the Internet to find out aoe 2 more about the subject: which one was the reliablest, which one was the most efficient, 3 and so on. Having done this, then looked for the better price | could find for the model 4 had chosen, And then? Did | order it online? No. | went to my nearer electrical shop so 5 that | could have @ more close look at the machine before | bought It. | just used the 6 traditional shop to inspect the product before buying, like so more people these days. |had 7 no intention of buying a machine there, because | thought the price would be highest than 8 online, n fact, surprisingly it turned out to be just as cheaper in the shop. So bought t. It 9. seems that cetallers have been forced to offer similar prices with the Internet competition to 10 avoid going out of business. | don't know how they do this, because their overhead costs ‘ate many higher, but I'm glad, because | still prefer to shop In the traditional way. MODULE 7 SALESSelling ‘Complete this crossword about the elements necessary to make a successful sale, 1 across You must be prepared to sometimes. All sales people suffer knockbacks. (4) 3 across and 5 down A good salesperson his In other words, he understands the product he is selling, (5,5) # across Don't just describe the product, explain to thee areto him. (8) {across ‘The customer will____from yo feel the product will make their life better. (3) tomer what its 2 down It’s not true that a good salesperson is to sell anything to anyone. (4) 4 down Ifa customer says up.) 5 down sce 3 across at first, don'tgive 6 down Don’t impose your own porsonality on the customer, Try to___his personality. (7) 7 down Ask questions to find out what ___are important to the customer. (6) 8 down and 11 across Before you can sell anything you have to the ___of the customer. If they think you ate dishonest, they will not buy from. you. (5,5) 9. down You have to persuade the customer thathe really. the product. (5) Look at each conversation between a customer and asales person and choose the best word to Bap. 9 Customer Sorry, }don'tunderstand why you don'thave the item 1 wan({i)/ on stock, Salesperson We don’t carry abig range at this time of year because supply /(leman®yals alo. Customer I'm interested by / ina new camera. Salesperson OK, What kind of camera did you hhave in your mind / mind? Compact or professional? leach 2 Customer What colours does it go / comein? Salesperson We have this model in red and black, ‘The outdated / updated version Is sve. 8 Customer ‘The last lamps we bought from you didn’t prove / approve to be very popular with our customers. Salesperson | think perhaps the design was alittle complicated. This new range is a huge improvement fo /onlast year's, 4 Customer I'm really not sure about these, I'll ink about / of itand let you know. Salesperson Why don't just take / put you down, fora small order then? 5 Customer like these. How many / much would it ‘cost to have our logo on them? Salesperson I can't make / give you a price on ‘that ust now, but ll check with the office and call you this afternoon. . 6 Salesperson Hello, Mrs Gardener. I don't want to take up much of your time, but was considering / wondering if could interest you in a fantastic broadband offer. Customer Thank you, but we're happy with /in the service that we have already. What verbs are possible in each of these expressions? 1 To _____ customer needs 2 To ______assale 3 To____two similar prod 4 To ___a proposal 5 To_____ the benefits MODULE 7 SELLING | 37A proposal 4 Read the proposal below and choose the best sentence A-H to fill each gap. Dear Mr Tang (0) F Lunderstand that you have already looked at our website. (1) suggest as a first step that I visit you at your headquarters at a We can also discuss This convenient date. (2) your exact requirements. (3) quotation will be free of charge. (4) ‘At the moment we are offering a 20% discount Con two of the ranges. (6) ___ If you wish to consider this option, please contact me without delay. (6) contacting Aquadream. — Thank you once again for (7) —_— Kind regards Tomas Herzberg {A Italso puts you under no obligation to order from. B As you will have seen, as well as supplying showers, we provide a full installation service. Thave put my personal number atthe top of the page. D When I know these, [ean prepare a formal proposal and estimate, E Lill bring with me brochures of the various ranges we offer. P Thankyou for your enquiry about showers for your hotel. G Look forward to hearing from you in the very near future. H However, please note that this offer will end on 30 June. | 38 | MODULE 7 SELLING 5 You work for an office relocation services company. ‘You receive the following enquiry. Read it and answer the questions. | 1 What Is good about their present offices? 2. In what way do they not meet the company’s requirements? 3 What do they need more of 4 What information would Mr Smith like to receive in reply? Doar Si We are @ small, but growing company that provides: : a range af computer sores: webste desig, database managertent an software ning. There are ston of us nfl Al the moment we work Fon Tented ofces in he core ofthe ey. This has been quite corvenient up fo now, as many of our clients, are also in the oily. However the offices are becoming {00 small for us and the bullding is not well equipped for our line of work. In addition, more and more of our business is coming from companies outside the city. Consequently we would lko to ind larger premises (atleast 1000 m4 in a more modern building and in a location that is easy to reach and has good parking Facilities, Can you let me know if you can help us inthis and also whal your fees are? Kind regards Jasper Senith & write the reply to Mr Smith’s enquiry in exercise 5 using the framework below. Dear Mr Smith Thank you for We would be delighted At the moment we have two suitable tts key features are ‘The other is an attractive _Its advantages are that. Full details of our fees can be. Please do not hesitate | look forwardEXAM SPOTLIGH pee Reading Test: Part One Although in this type of matching exercise mast ofthe : statements refer to details in the text its very important to | have a sense ofthe main idea being presented in each paragraph, | 1 Read this paragraph and then choose the statement that best summarises it. The boom in demand for new home entertainment technology, such as flat-screen ‘tolovisions and computers, istaking up worrying ‘amounts of energy. The consumer electronics sector is now not far from being responsible for using more domestic electricity than any other source ~more than lighting or kitchen appliances, for example. By 2020 it will account for 45% of all electricity used in UK homes, cancelling out all other efforts to reduce energy use and fight climate change. ‘A. Demand in the electronics sector is particularly strong for home entertainment systems. B_ Demand for consumer electronics means we are using more energy when we should be trying to use less. C The amount of electricity used by kitchen appliances is growing. 3) Now answer the exam question. 2 study the article below and write one sentence to summarise each paragraph. Mood Foods A This every marketer's drcam. To take @ product which people like, but fee! they shouldn't consume too smuch of, and to preseat it as something which s beneficial to your health. "Mental Balance Chocolate Gaba’ is one such product; chocolate which actually does you good, Research has shown that Gaba, an acid naturally found in chocolate, can reduce anxiety and help people to feel less stressed. It is already on sale in Japan and demand is growing rapidly. 8 Gaba is just one ina family of products called ‘mood Foods’ wich are currently being promoted by the food industry. In the UK, sales of healthy or lifestyle foods are worth over £1 billion @ year. In the past, however, companies have promoted the physical benefits of certain ingredients: such as strengthening your bones or reducing the isk of eancer. With this new range, the focus is much more ou food that will help you to change your mood or emotional state, C Omega-3 is another example. It is claimed that it both, boosts mental development and promotes good behaviour It’sno wonder that parents are trying to get itinto their children as fast as possible, Traditionally it thas been found in dairy products, like milk and yoghurt, but marketers saw the opportunity to satisty ‘both parents’ and children’s requitements and now it can be found in eakes and sweets too. D Thesuccess of these products has prompted companies 1 look for similar products, but food experts say wo ced to bea little cautious. “The problem is; says Dr Campbell of the Food Advice Bureau, ‘people feel ‘hat by occasionally consuming one or two of these products, they can seap all the benefits. What they don't realise —and what the companies don’t bother to fell them — is that everything that you eat is important.” + Look at the statements below and the article on ‘Mood Foods’ above. ‘+ Which paragraph (A, 8, C or D} does each statement refer to? (You will need to use some of the letters ‘more than once.) ‘A product that seems to be good for you an Its benafits are to make you feel less worried, Its benefits are that it stimulates your mind. Nownuna Companies don't try to educate people about their whole diet, —__ also nice to eat is very easy to sell These new foods emphasise mental rather than physical effects. Specialists think people should be careful about the advantages of eating specific products. People spend a lot of money on foods that are good for thern. MODULE 7 READING TEST: PART ONE 39le) 1 ae ee Oo : Training 1) eadthearileontiainingby choosingzhe best 2. Decide whether each phrase tn the box describes ‘word to fill each gap from A, B, C or D. ‘an advantage or a disadvantage and write it in the correct column in the table. ‘Alotof managers question the usefulness of employees | (0) B courses which are not dtetly elated wo their sector aplus the downside one drawback jb function, For example, the skills (1) to bea ‘one good thing one problem a benefit salesman are kaowledge of the produc, the ability © ara a persuade and the ability to listen and read (2). from ene eee the buyer, What would you co ia salesman asked fhe could (3) on couse entitled “How to Improve Advantage Disadvantage yur Concentration through Yoga"? Would you say *No* (4)? Would you say, "OK, but not on company {ime ora the company's (5) *? Or would you stop 10 (6) about how this might benefit the company and individual in a wider sense? Aport fom the obvious (7) opportnites, there are other advantages to ‘employees following courses which don’t focus only Pronunciation @ ——workcrelated subjects. The employee wll el greater loyalty to the company if he is encourage to ke (0) other interests end improve himself through ‘eaning. Olen the experience isl or something the \ Falling: Intonation falls at the end of statements and (10) sti, wil have given hia new idea oe fos WW questions petopective on his work, Iavatably, he will return to work Fincihg seaee oe wes] tance recat ae With renewed motivation, leave a sentence unfinished. i a plus SW” Falls: Intonation falls at first but rises atthe endif | tania rors Wwe went to show doubt or uncertainty. | gotting D going 1 A necessarily B responsible 3 Mark each sentence in this dialogue with the C required Dtrainea correct arrows to show the intonation, 2 A books Beome 0A T'mvery wored that alot of middle managers C signals Dabout don't understand finance. NV 3 Apay B application 0 B Should we organise some training for them? 71 Che Dental 1 A Yes, maybea litte basic training would hetp. | 4A directly B idea 2B What kind of raining did you have in mind? | | cto Dever 3A Well, although face-to-face training is, { 5 A place B expense expensive © pay Dimoney 4 B You think itis more effective. 6 A consider B imagine 5 A Yes, don’tyou? C discuss D think 6 B Actually there are some very good computer- 7A networking B possibilities based financial training programmes, | Cand D take 7 A One advantage is that it would be more 8 Ain Bat flexible, \ Con Dabont 8 B Yes, and another good thing about itis that | 9 A Involve B explore they might agree to doit from home, Isuppose. : C showing Dgo 9 A OK. Gan you get me some more information 10 A book B priest about these courses? C professor D tutor 10 B Sure, When will youneed it by? L 40| mopuLe 8 TRAINING—— Gerund and infinitive 4 Decide whether each verb phrase is followed by the gerund or the infinitive, or whether both are possible. Complete the table, reinember afford stop involve like want wouldlike recommend start prefer _be interested in +Infintive (todo) +Gerund Ging) Both possible remember 5 > Here are some internal messages from a company’s intranet. Underline the correct verb form to complete each one. 1 John would like speaking ifo speak) to you about a recent order. Please remember calling / to call him. 2 Sorry Nadia, | don't remember seeing | to see your laptop when we got off the train. I suggest caling / to call the station. 3 Sorry you are having problems with the new software. You can probably retrieve the information| by switching I to switch the computer off and restarting [to restartit. 4 t've stopped using / to use Heal and Co. The quality of their service has really gone down since the new management took over. 5 Please can you make your letter a fitie mare polite? | know it's their mistake, but we can't afford risking [10 risk upsetting them. 6 Are you interested in attending / to attend this conference? If so, please let me know. | am attaching the details. 7 Would you like coming / to come with me to a Prinee concert on Saturday? I've got a spare ticket 6 Complete these sentences about yourself using a gerund or an infinitive. 0 I'mvery interested — 1 Inmy free time, Ilike 2 Atthe moment, I can’t afford. 3 Ifyou come to my country, [recommend —___ Generally, for breakfast I like. When I was 16, [remember a 6 My workmainly involves 7 When travelling, I prefer 8 When I retire, I would like 7 Write the missing words to complete the spider chart showing ways of delivering training. o_t_a_ _— telephone byc_r_e—p_n_e_e_ —n_too_e inag_o_p MODULE 8 TRAINING 4la Showing you’re listening 1 Read the five characteristics of bad listeners and. answer the questions below. listeners: + Give advice. In fact most people just want you to listen. If they want advice they will generally ask fort. + Are defensive. They see most discussions as 2 debate which they should try to win. This closes their minds to other viewpoints. ‘+ Interrupt. They make judgements too quickly on What they think others are saying and then come In with their own opinion. ‘+ Want to go one step better: Instead of responding to what they hear they respond with a story of their own which is better’ than the other person's, + Don’t empathise. They think that the speaker's feelings are wrong, when in fact each person's feelings are equally valid, even if they are different from yours, | Why is it bad idea to give advice? A People usually don't want it. B People tend not to follow others’ advice, Its difficult to understand another person's situation, 2 Why do people interrupt? A Because they think the other person had bad judgement. B Because they think they have understood before the speaker has finished. C Because they think t is a normal part of conversation. 3 What is said about people's feclings? A Bveryone's feelings are different. B Everyone's feelings should be respected. C They will probably be different from yours. 2. Maricthe following sentences with + ifthey show sensitivity in the speaker, or - if they show you are ‘more interested in speaking than listening. 0 Let me just stop you there. 1 Yes, 1see what you mean. 2 So, ifTunderstand you corvecily, you're saying that. 3 And how did you feel about that? 4 T'ltell you what think. 5 ‘That reminds me ofthe time when I... oo0o00 oo MODULE 8 SHOWING YOU'RE LISTENING 6 Are you really? That's interesting. o 7 Why do you think that is? a 8 Well, ofcourse, Ithink the answer is obvious, ] 9 ‘That's funny, because inmyjobthaveto... LC] 3) what do the + phrases in exercise 2 have in ‘common? And the - phrases? 4 Look at the prompt card from Part 3 of the Speaking ‘Test and the transcript of two candidates discussing the topic from the card. They make some mistakes (which are underlined), Correct them. ‘Your company would like to arrange a welcome and induction day for a group of new recruits. You have been asked to contribute some ideas. Discuss with, your partner: + what this day could include + how you can make the new recruits feel at home. Student A So we need looking to look at what kind of induction traning we can give to eve recruits. think that a general tour and a presentation ofthe companys history would be @ good idea. What (1) are you think? Student B Yes Id go along (2) to that. And Id recommend (3) to put them in small groups forthe tour so that there is an opportunity for them to ask as many «questions (4 than they want Student A | think you'e right, but we may not have enough (5) af experienced staff fortis. Student B Well, another option (6) can be to have a kind of bud syste Student A Sorry... 'mnot sure (7) to know wiat you mean. Could you explain? Student B Yes. I's when you put each new (6) recuits with an experienced employee so that they can follow them and ask (9) questions to them when necessary. Student A (10) That's sounds like @ good idee. | think the advantage would be that the new recruits will feel (11) most comfortable in a one-to-one situation, And what about welcoming them? What do you suggest (12) to do?Linking phrases 5 Match each of the conjunctions 1-5 with amore formal linking phrase A-F which has a similar meaning. 0 After ADueto 1 So B In addition to this 2 Fvenso C However 3 But D Following 4 Also B Asaresulk of this 5 Because of F Inpite of this 6 Rewrite each sentence using the phrase given so that ithas the same meaning as the first sentence, 0 We don't have a very big budget for taining, but ‘we do more than in many companies. Despite not having a big budget: for training, we do more than in many compari 1 It's a vety effective training course, Furthermore it can be done In only two days. Inaddition to 2 ‘The session had to be cancelled because the weather was bad. Because of 3 Only six people enrolled on the course. Nevertheless, it went ahead anyway. Despite 4 After we had discussed the issue, we took a vote, Following 7 Choose the linking phrases from the list below to ‘complete this letter. nevertheless however following despite moreover inadditionto ducto asaresult unfortunately Dear Ms O’Dwyer (0) Following a meeting of the Finance + committee last month, it has been decided to cut | our training budget by 20% next year: | () —_____ the HR department has | had to make some difficult decisions about | which programmes will be affected. | Q)—_______. your two-day course on | cross-cultural issues is one of those we have | decided to cancel, (3) —_____its | popularity with the staff. (4), the good news is that we would still like to continue with your ‘Effective Communications” course, O— would like to run three, rather than two of these , itis possible that we courses next year Please can you send me a full proposal (including prices) for these courses. (© —____ this, we will need three references. I am sorry for all the extra work — thi the board to improve the process of is also (7) _ adecision of ‘commissioning training. (8) —________, J am confident that you will be given the contract, I appreciate your understanding and look forward to hearing from you, Yours sincerely Jackson Nesuetth MODULE 8 SHOWING YOU'RE LISTENING | 4344 PCa ke Listening Test: Part Two 1 Look at these trans answer questions 1-5. Underline the key words in the text that gave you the answer. Section One (Questions 1-5) * You will hear five short recordings where people talk about their work. ‘+ For each recording, decide what job the speaker does. + Choose from the list below (A-H) 1 A Salesperson B Production manager 2 © Personal Assistant D Receptionist oe E Marketing Manager 7 F Company doctor G Recruitment Officer 5 H Teainer Of course knowledge of your subject is important, but when you're teaching people the key is to understand that not everyone learns in the same way, or at the same speed. So you have to accept this and not get frustrated if someone seems to be taking longer to understand a point. 2 ‘There are a lot of books about management theory, but for me it's all down to one thing: the ability to distinguish between what's urgent and important and what isn't. We have a lot of different advertising projects and promotions going on at any one time and I have to decide what needs working on now and what can wait. No one likes rejection, but in my line of work you have to accept that sometimes people are going to say ‘no’. The critical point is how you deal with failure. if you don't remain optimistic and move on to the next customer or prospect with enthusiasm, then you'te not going to get very far. MODULE 8 LISTENING TEST: PART TWO ipts from the listening test and 4 I've been very lucky in that my bosses have always been nice, patient types, I've been working for the same boss now for nine years, keeping her diary, organising her travel and making sure she always has the right information to hand. I see my main role as trying to keep everything in order for her so that she can approach her work feeling calm and supported. There are not so many of us anymore. | think only a fow big companies still have an internal medical service, That's a shame because the health of the staff has a big effect on morale. Also, if you have a lot of people absent through sickness it can really affect the bottom line. My role is to be aware of what the current health issues and risks are and to take actions to prevent these hurting the company. So spend most of my time listening to people and gathering information. 2 Now answer exam questions 6-10 below using the transcripts 1-5 from exercise 1. (Remember that in the exam you will have different recordings for the second part.) Underline the words or phrases in the text that gave you the answer, Section Two (Questions 6-10) + You will hear five short recordings where people talk about their work. + For each recording, decide which skill they identify as the most important for this job from the lst below (&-H). ‘ A Tobe organised B Tobe creative 7 € Tobe able to prioritise D Tobe friendly 8 E Tonetwork : F Tobe a goad listener G Tobe patient 10 H To have a positive attitudeBranding Brands 1 Complete the marketing collocations using the words in the box. identity marketing packaging bi¥board impact advertising customer 0 billboard advertising 1 brand, 2 -—_slogan 2 big. 4 perception 5 attractive = 6 tool 2. Complete the slogans for these brands using the words in the box. Tocal bad ultimate 1 ave you ever had a ein Levis"? 2 The world's —__bank. 3 ‘The driving machine 3° Which slogan from exercise 2is about: 1 festyle? 2 quality? 3. scale of operation? Liked. LOL tod od 4 Look at the statements below and the article about American brands. Which of the paragraphs (A-D) does each statement (1-7) refer to? You will need to use some of the letters more than ance, © To sell products in other countries you need to be ‘aware of their cultures. A People do not want products which promote an Ameri n way of life any more. — 2 ‘The American brands which have been successful are the ones which have adapted their products to the local marke 3 Americans do not make enough visits to the International markets they sell into, __ 4 Some US companies have understood the need to win the confidence of local customers, 5 Political decisions have damaged US brands, 6 American education programmes are becoming more international. A ‘The US controls one third ofthe global economy. Is brands have enormous influence in markets sll over the world. But with this comes 2 responsibility to be sensitive to other cultures. “This means travelling to other countries and acquiring cultural, knowledge. However, Americans havea poor recatd of going aro to research foreign markets and only 20% of the population hold passports, B But they have begun to realise that they need to adapt the identities oftheir brands tothe local market. The war i frag en ‘ther policies made the US less popular internationally and tis certainly hurt some of the well-known brands, like Coca Cola ‘and MeDonala’s, which represent American culture, c [But there are some US companies whieh, for some time, have ceajoyed greater success: Heinz, Ford, Kellogg's, General Motors, What do they have in common? They try to understand their local markets and build trust with local consumers, They act their raw materials from local suppliers and they recruit theft ‘managers from the countries they operate i. They support local charities and community projects. Moreover, they change their products so that they suit local tastes, D ‘The world still wants American products, but nt necessarily ‘an American lifestyle. In schools more international geography is being aught, and in business schools more intemational marketing casestudies are being usod, Most importantly, American companies are listening more to their international consumers and business perners MODULE 9 BRANDING | 45Relative clauses 5 Complete the relative clauses in this letter by writing either who, which, whose, where, when or why in each space. Dear Ms Haratounian, Thank you for your letter (0) which was passed to me today, concerning the air conditioning system (1) —_______ we installed for you in March. I am sorry for the delay in I replying, but the person (2) job it is to deal with after sales enquiries is away at ‘the moment. I understand that on hot days, (3) you would like to lower the temperature, it does not go down far enough. From your description, I think the reason (4) the system is not working properly is that the engineer (5) programmed it set the master controls too high. This is how to fix the problen: Go to the main control box and next to the place (6) it says ‘MASTER TEMP’ you will find two buttons: a blue one (7) makes the air colder, and red one to make it hotter. Press the blue button until the counter reaches 10. This should fix the problem. If you have any difficulties or if there is something you don’t understand, please feel free to call me at the office or on my mobile (8) _______ is always switched on. Kind regards Abdud Aziz 46} MODULE 9 BRANDING 6 Foreach sentence decide if which or who is, necessary, or ifitean be omitted. 0 It’s the strategy which I feel most comfortable with. Omitted: It's the strategy I feel most: comfortable with, 1 Lean'tdecide witich isthe best one to buy. 2 Itis the first new product which we have launched in sixyears, 3 “The Nestlé strategy isto buy brands which ate already established. 4. We design our own advertisements, which isa cheaper solution, 5 Alborn, which is the world’s leading brand consultancy, has agreed to work with us. 6 ‘The company which we used last year has gone out of business, 7 Lean’t decide which is the best way to get there, 8 He's man who Irespect very much. 7 Complete these sentences with a defining relative clause, 0 She's the kind of person who would do anything for anyone. 1 New York is the kind of place 2 Your 20's are a period in your life. 3. My parents are the reason 4 Its the kind of book. 5 “the iPod is the kind of product. 6 He's the kind of manager:Telephone words 1 fateh the phrases 1-6 with the phrases A-G which have similar meaning. 0 He's busy. A Does that suityou? 1 gerbe oyou Xb Hobunarate Tl putyou through, © Hold on, please. D 1'llcall you back, Ul just repeat that. F Tlleonneetyou. G Filteke it down, Mlwrite itdown, 2 3 4 Iilread that backto you, § Isthat convenient? 6 6 Wait a moment. 2. Complete each conversation using the words in brackets. © A Sorty, [can't find the number. Are you ina hurry? B No, that’s OK, (hold on) Ill hold on for a moment, 1A Have you got his number? B One minute. (look up) 2A So, his name is Giles Kilkeady KL B OK. (read back) 3 A Can you help me to write this proposal? B Sorry. (tied up) 4 A Isthatthe end of the meeting? B Yes, (run out) 5 A Ican'tcome to the meeting on Friday, [eave that day, B Ise, (bring forward) for Sp 6 A T'msorry, Mr james’ tin ‘moment. B OK. (call back) —__ 7 A Can speak to Colin Spackman, please? B_Onemoment. (put through) engaged at the 8 A Can you tell her that Fred ealled? B Ofcourse. (pass on) Getting through 3 Complete this telephone conversation using ONE ‘word in each space. Davies Hello 'd like to (0) 9peak to Yuko Sato, please. Reception One moment. I'll try to (1) you. I'm sorry Ms Sato isn't(2)_____ today. Can 1(8) —___a message? Davies Ihave a question about your women's fashion accessories. Receptionist OK.T'l (4) ‘you though to Sales, Maybe they can help you. Can [just (8) —_____down your name? Davies Yes, of course. It’s Stephanie Davies. Receptionist One (6)________, Miss Davies. ’m_ goingto put you on (7) fora moment... OK Go ahead. Sales Hello, Sales. Davies Oh, hello, 'm ()______froman independent ladies boutique. We're interested ‘buying some of your fashion accessories. Sales OK, Well think the best thing is to arrange ‘an appointment to see Yuko Sato, our regional ‘manager. She's out of the office today. Can you call (9) tomorrow? Davies Yes. What time would be (10) 2 Sales Around 9.30 would be best if that (11) ______ you. Can Ijust take your name, anyway? Davies Yesit’s Davies. Sales OK, Miss Davies, twill (12)_____the ‘mossage on thatyou called. Davies Thank you. MODULE 9 GETTINGTHROUGH | 47| 4 Correcting and rewriting ke The most common errors to check for when you are reviewing your writing are: + subject-verb agreement (singular or plural) * atticles (a, the, some) * prepositions * use of correct tenses + word order * spelling mistakes cesutangie ovecrennemne ane Bach email below contains six mistakes - one of each type of common error. There are two mistakes in each sentence, Find them and correct them. Dear Rebecca for Gail ont waitin/an answer tothe emai I sent you last week. My colleague Erica need to know your answer before she will go to Germany. Please let know me by Wenesday at the latest. Thanks Jane Dear Mr Duncan Regarding to your order for a Bosch washing machine, | am afraid that this item are not in stock. However, | can offer you the other option, which is too a German- made machine, | attached a full description of the product to this email and | hope it will meet your requirments. Yours sincerely, Onkar (Sales) Hello John Ihave tried to telephone you yesterday, but | think you were out at the lunch with a client. We are having tomorrow a meeting at 10 o'clock with a brand consultant to discuss about our new marketing campaign. He is a very intresting guy who have worked with some top companies, so please try to come. Felix Dear Maria | got your message in this morning about the interviews which will next week take place. In the answer to your question, | ‘think it will be better if they were group Interviews. This will give us the oportunity to see how the different candidates reacts With each other. Thanks Jane MODULE 9 GETTING THROUGH. ‘The four most important things to remember when variting a letter, @ report ora proposal in the exain ar: ‘A Coverall the point inthe question B Organise your writing (use clear paragraphs, bullet points and linking phrases). Be brief and to the point - avoid unnecessary repetition. Think about who you are writing for and adapt the | ‘tone and style to sult ther, | wr ctr peer ree etree aE 1 Loot atthe exam question below and the letter one student wrote, Which two recommendations from A-D did the student NOT follow? 2. Now, thinking about your answer to exercise 1, rewrite and improve the letter EXAM SPOTLIGHT ~ Writing Test: Part Two Dear Mr Duty ‘Thanks very much for choosing our company. We'd love to have the chance to work with you. What’s more, if you could extend the trial period to 12 months, we could offer you another 8% reduction in the price, Here are the answers to your other points: — Our normal collection hours ate 7am — 8pm. There's justa small fee for collection at other times. —We can cover al the locations mentioned, but i'd be 00d to know how many cars you expect to hire from each place, — We can also do chauffeur driven cars. Allin all, { think you can be confident that we'll handle this business professionally and for a good price. Please give me a call to arrange a good time to meet, Best wishes Steve ‘+ You work for APIS Car rental, a small but growing car hire business. You have just received ‘+ Read the fax and the other information, including the notes you have already written, + Using all the notes, write a letter in reply to Dave Duffy. (120-140 words) fax. Fax offer discount | To: APIS Car rental —}+Erom: Dave Duffy (Purchasing manager) For 2. wonths pancboN meetings with you last week, we would lke to discuss the Cars can be possibilty of(@ 6-month triacontract. Here is a reminder of our requirements: collected ~~ ——~1>>— 24-hour availabilily for car collection Prices canvary from one between Fam = coverage of all our main locations in the UK (London, Birmingham, iccation to anther Ad Be, Extrt Manchester, Glasgow, Leeds and (leweastle) << ——— feeif outside’ — the option of chauffeur driven cars for senior executives ‘ose hears ‘We expect to make on average about 30-40 car rentals per week and ‘vor cum deper here, itis vita that we know you are able to manage this quanti is vita you le to manage this quantity. ine sled pared | look forward to hearing from you. Ask for i approxiate ‘ures for cach —‘Waeation Number of cars in fleet location London 50 Birmingham 25 Manchester 30 Colo ara Glasgow 20 sat “ Modern fleet of cars. Flexible ° hours, fast service, fair rates Newcastle ° MODULE 9 WRITING TEST: PART TWO. 49oo At Management 1 compteethisfow chartshowing five stepsio ‘Find he opposite ofthe undestned word he fist, success in business using he verbsin the box. leterhas hen given for you. implement recognise develop 0 totake an opportunity: to miss an opportunity | fil setont plan renew 1 to succeed: to f. 2 I's one of my strengths: It’s one of my 0 Set out with a clear vision. 3 Itwas a complete failure: It was a great. I 4 to be ignorant of trends: to be a_______of iz ~ trends: 1 —______ an understanding of your market 4 5 aslowly changing market: ar. and customers. changing market J 6 to repeat the same mistakes: tol____ from your mistakes 2 —_____ your weaknesses and 3. Replace each underlined word with the correct the gaps if form of the word, J 0 Thave attendance lot of courses. attended 1 The business has developed quite rapid. : 5 your suziogy and conelderhow 2 We havea five-year strategic to grow the business. i | you will it 3 She doesn’t recognition her own weaknesses. 4 We have to increase people's aware of our brand. i 6 He is quite weakness at planning, 4 ____ your offersegularly to respond to 7 They setting thelr salesmen very difficult targets changes in the market. 6 Planningis one thing, implement is another. 4 Read the text about changes in the music industry. In most lines there is one extra word. Some lines are correct. Maine is correct, write Correct next to the line. there isan extra word, write itnext to the line, 0 People in the music industry are at a last beginning to realise that the old strategy for a i (00 promoting a new artist finished. The record companies are aware of the problem but CORRECT they don’t know how to can solve it. They know that when they invest in recording and promoting an artist, they will not get a return on their investment away from the profits of the first CD. In order so to be profitable, the artist must repeat thelr success again and again, This is because the costs of producing and advertising have increased sharply in recent years. Another factor companies also recognise is that more and more than music is downloaded for free on the internet. You would think about that the consequence of these factors would be fewer new artists and less original music, because original means oe risk, But in fact this is not the case. The internet has been allowed artists the opportunity to reach to thelr audience without the help of e record company. In addition, they can develop ‘their audience and at the same time earn a reasonable income by touring and playing live. MODULE 10 MANAGEMENT i} ©Conditionals 5 study the following conditional sentences and decide if the underlined verbs are correet or incorrect. If they are incorrect, replace them with, the correct form. 0 What would you do if someone offers you the chance to play in a band? offered 1 Ifyou are able to recognise your weaknesses, you will bea better manager, Ifyou don’t work hard, you never achieve success. 3 Hyou would heat water to 100°, it boils. 4 IT knew the answer, Iwould tell you. 5 Ifdidn’tmees her, [would have missed this ‘opportunity, 6 You will never achieve much unless you will have great ambition, 7 If Twas you, [would think about finding a partner for this venture © fhe had learnt from his mistakes, he wouldn'the in this situation now. 9 No company can survive ifitjust kept on doing the same thing. 10 Ifyou would fail it wouldn’t be th world, \d of the 6 Match the two halves of each proverb. Do you have a similar proverb in your language? 0 Ifyou can't beat A. she would have been them my uncle 1 Ifatfirstyoudon’t |B wewould not enjoy succeed the sun. 2 Isomething can go | C try, tryand try again. ‘wrong 3 Ifyoucan’tstand | D youwill please no- the heat one. 4 Ifyouare not partof | E join them. the solution 5 Ifthere were no F itwill clouds 6 Ifyoutryto please then you are partof everyone the problem, 7 ifmyaunthad been —H getout ofthe aman Kitchen, 7 Read the text and complete the sentences below. Indiana comes round again ... When Indiana Gregg took a job in a Manchester fitness centre she didn’ timagine that one day she ‘would retwm to the city as a pop star, She first came to Manchester when her ‘American husband got a job in the area with a large pharmaceutical company. She was keen on the idea of leaving America to spend a year | in Britain, And, a few weeks after she had settled | into to her new home, she found a job in the Living Well Health Club, in Quay Street. | ‘At that time, in 1993, Manchester was a centre i for pop music} she remembers. ‘One of my | jobs was to welcome pop musicians and other celebrities when they came to the gym to work out. Inever dreamed that one day Twould be one of them, a successful singer? Over the past ten years, Indiana's popularity as a singer has grown, But her career really took * off after she signed to the One Stone Music record label last year. The turning point in her career was in December, 2002. ‘It was just before Christmas, and my former husband ran off with his secretary. That changed everything in my life, I started writing more songs and getting really serious about my career as a singer. I needed something to take my mind off other things! 0 She wouldn’thave come to the UK, ifher husband hadn't got a job with a large pharmaceutical | company. 1 She would not have met other performers, ifshe 2 If'she hadn't signed to the One Stone Music record label, her career 9 Ther former husband hadn’t run away with his secretary, her life 4 She wouldn’t have started writing songs if she MODULE 10 MANAGEMENT | SI1 complete the crossword by adding in the missing ; words inthis conversatian about a solution toa problem with a web designer, ‘A. So (across), the problem is that we have employed a designer who can't do the job, i We urgently need to. (1. down) this problem. There are two things we can do: (10 down) possibility is to pay for the work that has been done and find another designer. ! B And what's the (across)? A. ‘The other (3 down) is to workwith ) the designer until we can ______(B across) a design solution we like. (25 across) that he has the competence to deliver what we want. A Butthereis that another designer can either, What 2 across) we do ifa new designer was____(12.down) bad as the first?” (AL across). Let's employ a consultant to evaluate the current designer? The advantage (6 down) that would be that we'd get an expert view. A. Lagree. Ifsomeone else B I'mnotso (18 across) guarantee B ve gotanother (8 down) an independent evaluation, itd be more objective. B On the other. (14 across), itmight be expensive. (7 across) about the (down). The priority isto get finished, A. Well, we can cost. the new websi 52] MODULE 10 SOLVING PROBLEMS Solving problems 2. in Part Three of the Speaking Test, two candidates are given this question to discuss: ‘The company that you work for, an online travel agency selling fights and holidays, would like to promote itself more widely. You have been asked to come up with ideas. Discuss with your partner: + how it can do this without greatly increasing its advertising expenditure + what kind of promotions it could offer Look at their conversation and correct the ‘underlined mistakes, A ‘The main problems how (0) promote to promote the company without spending lot on advertising. What do you think? B_ Well, one option (1) can be to post reviews of our company on the internet. A. How would that work? Well if you (2) will find a holiday on the internet, you generally want to know another (3) person opinion of it, There (4) isa lot ofsites where you find personal reviews of holidays. If we (5) was to offer our customers a small payment to write a review of thelr holiday with us, we could post the good ones on other websites. A. ‘that’s (8) good idea, Irwould have the advantage (7) to being like a word-of-mouth recommendation. I suppose we could even posta (©) litle reviews ourselves. B_ I'mnot sure that (9) willbe legal. Let's start (20) on trying to get customers (11) writing reviews. And what (12) are you think about promotions? A. One solution is to offer loyalty points, (13) inorder that customers can geta discount ‘the second or third time that they book. B_ like that idea. I think it works (14) good for a lot of travel companies.Managing a project 3 Complete the conversation about a project to construct a stage for a concert by putting ONE preposition in each space. A. How's everything going with the stage construction project? Are you (0) on schedule? B Actually, we're (1) of schedule, We will finish on 2nd July, well (2) — for sound testing on the 6th. A And have you kept (3) B_ More orless. ‘The scaffolders quoted £26,000 and their final bills £28,000, so we're a litle (4) ____ budget there, ‘And did you manage to get the new LED screen? B_ Noweran(5) : manufacturers were three weeks (6) schedule, so we cancelled the order. We've used a traditional LCD. [think it'll work fine. —time the budget? > oftime there. The 4 Match each expression on the left with the one ‘closest in meaning on the right. 1 following A so B further to C inorderto 2 because of 3 therefore 4 so that D asaresultof 5 Use the best expression from exercise 4 to complete each of these sentences, 0 Because of a misunderstanding with our shipping department, your order has been delayed, 1 —_ the decision of the board to be ‘more environmentally active, the company vill no longer use plastic packaging. 2 ___ speed things up, I've passed ‘your request straight to the Director. 3 Your contract has now expired, aaa ‘unless you renew it, we cannot send you any more issues of the magazine. 6 Write the notes in emails 1-48 full sentences, | To: All staff From: Jean Fevre Because / high demand / training course next week / we / decided / move It/ 2 larger venue. The course / now take place / Marriot Hotel / 4 March Because of the high demand for the training couree next week Nee 2 To: IT Director From: ‘Concerto’ Project manager Subject: Dol Unfortunately / we / experience / few problems / new software. This / due / programming fault, We / tty / correct it/ and with luck it / work again / tomorrow afternoon / the latest, | 3 To: Gabriela Santos From: Dean Taylor Subject: Help with proposal Further / our meating last week / 1/ work / proposal / our new Chinese partner, However, it / not be ready / time for our next meeting. 1/ attach / this emeil. Could you / look / it and tell / how can / improve? 4 To: All departments From: Cost control manager Subject: 1 stil walt / response / my request of 12 September concerning purchases / office stationery. Ineed this Information / order / prepare the budgets / next year. Please send / information / soon / possible. I run / time. Deer MODULE 10 SOLVING PROBLEMS 5354 EXAM SPOTLIGHT In the Listening Test Part Three, you should always look closely at the multiple choice options. before you listen to the passage. Some answers, are more likely than others. Look at the choices ‘and underline the most UNLIKELY answer to each question. ‘+ You will hear an interview with a management, consultant, Gerry Roberts, explaining how to relieve stress 1 The secret to feeling less stressed is A changing your habits in a few small ways. B abig mystery. to stop worrying 2 When you make a day list, you must A. include all the things that you have to do. B be realistic about what you can do in a day. € be sure to put the items in order of Importance 3. Ifyou have to write a 10,000 word report, you should write on your day list A leave until another day. B write the report. C write part of the report. 4 you take breaks in the day, try to A keep them short. B use the time to do some personal jobs. C get some exercise 5 Taking breaks can make you A feel more relaxed, B feel tired. © work better. 6 When accepting work from others, don't A. agree without considering first what you can do. B agree to any deadlines. C be afraid to say no. 7. The interviewer always arrives a little early at work so that, A he can read @ magazine or newspeper. 8 deal with any emergencies. C get home earlier at the end of the day. 8 Chatting to colleagues A. wastes the company's time, B can give you good ideas. C helps you to worry less about work problems. MODULE 10 LISTENING TEST: PART THREE 2. Nowread the transcript of the test and circle the correct answer to each question. Interviewer So, Gerry Robertsis here to give some tips on how we can feel less stressed at work and. manage our time better. You're looking very relaxed, Gerry, What's the secret? Gerry Roberts ‘Ihere's no great secret tot. Alot of ‘what I say will seem obvious. It's just a question of ‘making a few simple changes to your lifestyle. Interviewer For example? Gerry Roberts Well, the first thing you need to do is stop worrying about all the things you have to do. The best way to do this is to make a shortlist of what you hope to achieve the following day. Make sure that they are achievable - so don't put down ‘write report, ‘which happens to be 10,000 words long, Instead, put down ‘write 500 words of report? ‘The second thingiis to make sure that you give ‘yourself proper breaks during the day. ‘This is particularly important if you work in front of a computer al day. Ideally these breaks wil some exercise, like going for a short walk or a swinn. You'll be amazed, if you do this, how much better you feel when youreturn to your work. Itwill actually make you more productive. Interviewer And a ot of people feel stressed Decause others are depending on them tof piece of work for example. How can you deal this? Gerry Roberts It’s very important when you are accopting work from others to be realistic about what you can do in the time you have. So always think about what is possible and don’t just say "Yes, of course I'll doit’ to please them. Think about what is realistic and don’t promise to do more than that, Interviewer One thing do when I get to work to arrive a litte early so that I can deal with any unexpected problems before Istart work Ifthere aren’t any, [just spend 15 minutes reading the paper. Gerry Roberts [think that’s an excellent idea. Italso gives you the chance to chat to people about things ther than work. Thinking only ebout work from the ‘moment you arrive at the office to the moment you leave isn’t healthy. It makes you feel alone and under pressure. It really helps to talk about your problems or concerns with a colleague, even if there is not much they can do about it. includeFinancial and trade terms [Match these trade and financial terms to the correct, definition, exportcosis acommodity overheads GDP break-even freight amiddieman mark-up _ market price 0 a middleman: someone who buys a product from ‘one person and sellsit on to another 1 ~: the total value of goods produced and sold by a country in a year 2 ____:the point at which sales equal costs 3 —________: fined costs like rent, electricity, heating 4 —______: goods transported overlong distances by land, air or sea 5 —____ the difference between the buying price and the selling price 6 commonly traded ba product ike coffee, aluminium, oranges 7 ee expenses involved in ‘transporting goods to another country (such as, taxes, insurance) 8 —___: the standard price fora product or service 2. Write the missing lettors to complete the spider chart showing different types of cost. Production m_i_t-n_ne MODULE II _ BUSINESS TOPIC =) Ethical economics 3 Complete the sentences describing the process of exporting coffee with the past participle form of the verb inbrackets, 0 Coffee is grown (grow) all over the world. 1 Coffee farm labourers are (pay) very (export) to the developed world, 3 Itis__ (transport) by ship. 4 Someis (buy) directly from the producer, 5 Itisusually (package) by the retailer. 6 Itis (sell) with a high mark-up. Use the expressions of quantity in the box to complete the sentences. roughly average tiny excessive small increasing minimum least © GBEL is roughly equivalent to US $2 1 On__aB teaaday, 2 The typical coffee producer only gets a proportion ofthe final selling price: h person drinks six cups of about 4%, 3 Fairtrade is not perfect, buti’sa____step in the right direction. 4 An___number of coffee shops are selling Peittrade products. 5 £5 fora cup of coffees. 6 Alotof governments in western countries have fixed a ‘wage to protect the lowest paid workers, 7 Iny togive money to charity at __ once month MODULE II ETHICAL ECONOMICS | 55Articles 5 Bach of the following sentences contains ONE mistake with the use of fe, a, an, some or the zero. article. Correct them. 0 Thope to see her at the Frankfurt Book Far the next week. Book Fair she next weok 1 Can you book me the taxi to the station please? 2 Thave an information that I think will interest you. 3 Exxon-Mobil is a biggest ofl company in the world. 4 I'm sorry to be late, A train was delayed by an hour. ‘There has been the enormous increase in the number of people going to university 6 Inever get much time to read a newspaper atthe work. 7 Can we meet in Red Lion pub at around 6 o'clock? 8 Ws very bad situation. 9 In last five sales by 60%, 10 Do youhave the paper I could write your address rs, the company has increased its on? 6 Complete the sentences using the or 0 (the zero article) into each gap. (0 We are going on holiday to Greece in the summer, 1 Twork at hight and sleep in dy. 2 Weatebased in Germany but we operate all over. world. 3 In_____ last en years, we have taken on forty new employees. 4 ____ United Nations was founded in 1945 after Second World War, 5 Ineed to beat home in time for : — supper. 6 Will you goto 7 Myson is studying at Califor ‘university next year? University of 56] MODULE II ETHICAL ECONOMICS Pronuns 7 tn the word average there seem to be three syllables, AV-ER-AGE. In fact there are only two, AV-RAGE. The middle syllable has been compressed. Look at these other words with compressed syllables and underline the syllable that is NOT pronounced. ‘vulnerable comfortable medicine secretary ordinary difference interested business valuable withdrawal 8 these sentences about the history of the Fairtrade ‘movement contain some common grammatical stakes. Sometimes the wrong word is used, sometimes a word is missing, sometimes the word order is wrong. Correct exch underlined mistake. 0 ‘The Fairtrade Foundation has been operating singe over twenty-five years. for 1 101992 the price of coffee foll by halfin justa litle montis, 2 This was big disaster for many coffee-producing countries. 3 These coun -¥ economies depended for coffee for their income. 4 “The Pairtrade Foundation teaches farmers how compete in intemational markets, 5 They also discuss about global t national governments, 6 ‘They have been doing this for the ten past years. 7 They mustto convince people that Fairtrade is good for free trade. ide issues with 48 Ifyou increase trade, the money doesn't necessary goto the people at the bottom of the chain. 9 Youhave to persuade people operating with each. cother more fatly 10 Consumers are realising that they should buy products that do a difference to people's lives. 11. Meer the farmers and farm-workers and see the conditions they lve in can have a big effect on ‘your attitude.1 write in the opposite of each phrase. 0 to go up: to go down 1 to increase: to d_______ 2 torise: to £ 3 tocrash: tos 4 toreach a low-point: to reach ap. 5 to fluctuate: tor 2. study the graph from inforse Europe, which shows how energy could be used ina sustainable way over the next forty years. Then, using the verbs below, complete the (ext describing the trends which the graph shows, Tall reduce increase remain level out Total Primary Energy Supply Py (Thousend) me voz 20802002050 ‘The graph shows how we can (0) reduce our dependence on fuels like oll and gas over the next forty years, In order to do this the total amount of energy supplied will have to (1) 68,000 to 19,000 PI by 2050, The use of Biomass will from (2) —____ 05,000 Py by 2020 and then @— _after that, At the same time, the use of other renewable forms of energy will not @. -— stable, but continue to rise up to 2050. 3. Read the text below about the future of nuclear ‘energy. Choose the best word to fill each gap from A,B,CorD, ‘Nuclear power is once again back on the (0) A. For years, particularly folowing the Chernobyl disaster, ‘twas not diplomatic for politicians to talk about the nuclear (1) three factors Fits, the (2)____in global warming has resulted in all governments wanting to take action to (3) So what has changed? there are carbon dioxide emissions. Burning nuclear fuel does not produce any CO,, Secondly, (8) have been many efforts to look for alternative clean energy sources, (5) ___to now these have made only a small contribution to our energy needs, Lastly, demand for energy, especially electricity, i still rising and is expected to reach a (6). —in 2020. because the (7) of new technology used in the home - computers, home entertainment systems - is there also increasing ‘Atthe same time energy supply is (8) ___, as old power stations close down. In other words, we need to build powerful new facilities to fil the 9) ‘one disadvantage, which is how to deal with the waste. But with the new, more (10). of nuclear power stations, this problem is also declining. ‘Nuclear has many advantages and only generation 0 @agendd B headlines © point D track LA choose B option C power 2 Arising B rise C rose D risen 3A decline B reduction € reduce D fall 4 A however B although C but D yet 5 Ain Boff Cup D back 6 A finish B summit 7 A number B amount C progtess D lot D one C increase -D peak 8 A reduction 9A missing Bland C gap D form 10 A efficient B increasing C industry D good B decline C falling Ddown MODULE II DISCUSSING TRENDS 37A proposal 4 Match the two halves of each phrase used in writing proposal. 0 "Thank you. A would like to point out that 1 We would be B ofusinga hotel delighted would be 2 Before give more \.C for yourletter details regarding... 2 Themalnelements —D areas follows: of our proposal 4 Theadvantage E Lwould recommend that F toworkwith you. G Ifyou would like to discuss any of these points. 5 One other thing. 6 Inorder to keep the overall cost down, 7 Pleasedon'thesitato Hi we should consider to contact me isn 5 1 sections of a proposal letter do the sentences inexercise 4 belong to? Complete the table. Introducing proposal Thank you for you letter regarding . Comparing pros and Balancing and concluding 58] MODULE II DISCUSSING TRENDS 6 You work for a company that organises corporate events. Read the letter from a prospective customer in answer (o your advertisement and, using the notes, complete the proposal letter below. aH z ~ adinner wit a comedian Dear Ms Harrison, avd a davce band { Isaw your advertisement in the Evenip Post and was ‘ory interested in your services. We would like to organise an event for about 200 staff tind key customers. | was thinking ofa dinner with some light entertainment. Because of the large number of people | imagine it would have to take place ata conference centre, but you may have another suggestion. Please can you send me a proposal with an approximate idea of the cost. ‘Many thanks. Church hovel banquet hall £40 per head approx (Bar drinks not included) Yours sincerely, Derek, Cook, ‘CORPORATE ENTERTAINMENT AND EVENTS. We specialise In organising corporate and customer ‘events, such as + team building activities ‘themed parties + quest speakers + formal dinners Contact Katie Hartson for further details. Dear Mr Cook ‘Thank you for — ee ‘We would be delighted to —_______ Bofore I give more detalls,— ‘The main elements of our proposal are as follows: ‘The advantage of using « hotel would be that. (One other thing we should consider is —_____ Asto the cost, In order to keep the overall cost down, I would recommend that Please don’t hesitate to Took forward to ____ ‘Yours sincerelyEXAM SPOTLIGHT Reading Test: Part Three 1 Do Part three of the Reading Test. Give yourself 12 minutes to complete the task. *+ Read the article below about the economist, Adam Smith, and the questions that follow it. * For each question (1-6), choose the best answer (A, 8, C of D). ‘Adam Sinith, the father of fre trade and author of the five tader’s bible, The Health of Nations, has {ust been honoured twico. Firstly, his face will now appear onthe new £20 note tobe printed by the Bank ‘of England. And secondly, he isthe subject of « book just published by the American satirist PY O'Rourke ina series called “Books that Changed the World’. So what did Adam Smit stand for exactly? Sven though he wrote in the 18th century, many of his observations about the economy are true today. His basic theory was tha ifyou give people the freedom to improve their own economic situation, they will also improve everyone else's isnot from the ‘benevolence ofthe buicher the brewer or the baker that we expect our dinner, bul from thelr regard to their own interest. Writing atthe time of the industeal revolution and the beginning of manuftturing, he also recognised the importance of dividing work into specialised tasks, In other words, ifeach person concentrated on a task they were good at, the foal effort would be moze productive. This lesson has now been adopted on a slobal scale. In each developed or developing country ‘goods are imported from other countries where they fate produced most cheaply and efficiently. In this way fiee trade becomes the natural way to improve standards of living all over the world, O'Rourke agrees that Smith’s ideas are still relevant to us, but not because of economics, He disagrees with people who think that there is something immoral in believing in the individual's right to promote his own profit and self-interest. “His importance was not just to economies, it ‘was the connection of morality to economies,” says (O'Rourke. “That was his true geni ‘Smith believed that people were motivated by ‘more than profit; they also wanted to please other people and to win their approval. By what he ealled ‘self-command’ people are able to control selfish feclings and do ‘benevolent acts’, that is to show ‘kindness and charity towards others, ‘O'Rourke thinks that the important economic message of Adam Smith’s is for governments, The tess that they interfere in the economy, the better it does, ‘Economics is forever telling us to leave people alone,” be says. The trouble, he thinks, is that governments are always trying to regulate business and economic activity in order to justify their own existence. The title of Adam Smiti’s book is ‘A Books that Changed the World B The Wealth of Nations © The Free Trader's Bible D The Bank of England ‘adam Smith believed that people A are basically selfish. B value freedom more than anything else. help each other by helping themselves. D want to improve their neighbour's standard of living If work is divided into specialised tasks A It creates more employment. B it makes goods more expensive. you can make more specialised products. D you can produce more. 4 The principle of free trade wil A make everyone in the world richer. B help to make goods cheaper. C be adopted in under-developed countries. D not improve the quality of goods. 5 Smith also believed that people naturally wanted to A be kind to others. B control others © work harder than others. D educate themselves. 6 O'Rourke thinks that governments should A regulate businesses more strictly. B interfere when they have to. C allow businesses to get on with what they want todo, D be more concerned with economics. MODULE || READING TEST: PART THREE 59 jrowed iE BUSINESS TOPIC “+ Business law Legal terms 1 complete these phrases describing ways to complain about someone's behaviour through the law courts. take someone to court Cee ae ~~. start legal p_____ against someone 2 take out|_____ against omeone p____-tomeone for 2 Complete these sentences using the wordsbelow. 3 Complete the article buy choosing the best sentence (AH) for each gap (1-6). Tights court sue prosecute case copyright ee trademark litigation defence judge It is a fact that America is the compensation, and $300,000 asa ‘compensation ‘most Iitiziows society in the_ punishment. 3). world, (0) D. Toe svecessil During the tist it was 0 “The judge ruled that Galacall should pay $400,000 ation brought by Sills Liebeckdisoovered dat MeDonak's sok gninst MacDonald's over a its coffee at 80°C, ot feast 20°C spilled cup of coffee is « well- above the industry stendacd in damages to the rival company. 1 In 2007 Viacom announced that it was taking frown example. Bit vas her @) ‘What's 01% ; Cue in fhet w unraposble? MeDonsi's hed taown about gle toto protect is material Google ro 19 protect its material — the burn risk for over ten yours, ‘being published on the website YouTube. ‘On Febrany 27, 1992, 79 because other poople had also Ee edid dial Gea iube ofa natal en yesrald Ste Tiebeck sopped sucdthe company. naps of his, For brain at 2 MeDool’s Stel yas fndhy the uy tbe breach of ______. drive-through restaurant, 20% responsible for the accident. 3 Other companies elso said they would @) But as she pulled) —_— {he lid off te coffee cup boiling She was awarded $160,000 in Google ifitdid not remove their hot cote (around 80°C) spilled damages for her medicel costs material. conto her lap. It burt her leg, and disability. (6) —__— More ee Teaving lasting damage, She as. urfl to her was the fact hat ec 4 Google's _____was that users, not the immobile for several months ease became wed a8 an example company itself, put this material nto a public tffervards and her daughter gave of how people blame others for up worktolockeafr bet accidents which ar realy their pore ShebiredayerReed Moxpan, own fut 5 ‘The roaringlion isthe of MGMfllm who demanded $100,000 in productions. j 6 In 1985 Michael Jackson bought the {She lived the rest of her life in pain and discomfort. toall the Beatles songs for US §47.5 milton. B McDonald's refused to settle out of court and the 7 Aninteresting recent ___— involved the el oot eee ‘This is actually what happened. State of California and various ies, Hae eee D People are ready to take an employer or a retailer 8 ‘The state of Californie wants to_____—the to court over the smallest thing, car companies for unnecessarily polluting the E Ifthe coffee that spilled onto Stella had beon atmosphere. 5° cooler, it would have not have burnt her so 9 lesald that it wanted______for the costs seriously, that would result from the effect on the climate, P When she had got her breakfast, she stopped the ‘car to put cream into her coffe. G Because of this the amount of compensation she received was reduced. 10 In response the Automobile Manufacturers Alliance has taken out_____against the state of California to block its environmental laws, 60 | MODULE 12 BUSINESS LAWIndirect questions and tags 6 Convert each direct question into a tag question. | 4 putthese questionsin the correct order. 0 Do you come from China? 6 it /ten't/ nice day, /a fits? You come from China, don’t you? Wea nice day. tent? 1 Didn't we meet at the Berlin conference? 1 French, / aren't / you're / you /? We mee Seoeeeeeceeeeeeee eee eee eee CeCe You're. 2 Is Li your first name? 2 are f sue / they / to / going / you / think / do /? fichier eee eee Doyou. 3 Hasn't the meeting been postponed? 3 what /is know / about / you / do / this /? ‘The meeting EEE eee Doyou. 4 Do you take sugar in your coffee? 4 wondering /was / you /I/ help /if/ me / ‘You take EERE EEE EEE: could /? 5 AmIlate? Cgc eee Eee eee eee eee eee ring cee eereeerRere ere PrP eereerr Hg 5 when / have / do / register /1/1o / you / know /? 6 Don’t they own the rights to the: | Doyou. ‘Theyown—____ | : " I 6 charge / tell / who /can / in fis /you/ me /? 7 Doesn't he work for ABC! Can you. Heworks—_____ 7 ¥a/ know / she / to /Ieft/ why / like Pronunciation PI HH 8 offers, / you're / to / open / new / you / aren't? 7 Long vowel /i:/ and short vowel /e/. When the letter Youre appears between two consonants tis sometimes pronounced /i:/ as in been and sometimes /e/ asin 9 / works / how / explain / it f you/? eee Bee get, Decide how to pronounce the underlined ¢ in. Can you the following words, and complete the table, 10 long /have / Vd / here / how / like / worked / you /t0 know rmedia legal level recent mgtal geet a - previous detail precious separate decade FEPEEEEEEPREHEEREEeEEEEeEEE reteil_ creditor medium female pressure 5. Convert each direct question into an indirect question using the words given. jet 0 What time ist? Can you tell me what time tt is? 1 Whetdo you think? 1d like to know. 2 How mach does it cost? Could you tell me 3 Isiclegal? Do you think 4 How long would ittake? Twas wondering 5 What exactly did they complain about? Can you tell me 6 Do they own the rights to the name? wonder 7 Which firm did you use? Do you remember — z MODULE 12. Business LAW | 616 1 Complete the following phrases for responding to ‘questions using the verbs in the box. repeat comeback getback follow catch thank {s mean answer eheck mind 0 just need to check with someone fits. 1 Sorry. 1 don’t_____you. 2 'mafraid 'm unable to________ that at the moment. 3 YL 10 that point ater on. 4 Can you explain what you. exactly? 5 Letme to you on that. 6 Doyou____ ifTanswer that at the end? 7 Sorry, canyou— the question? 6 ______ you for asking that, 9 Sorry. | didn’t _____ that. 10 That. a good question, 2. During a presentation you are giving, you get varlous questions. Choose an appropriate response from exercise 1 to use in each situation. 0 Someone asks a question which you think you ‘understand, but you are not completely sure Can you explain what you mean exactly? 1 Someone at the back of the room asks you a question, but you cannot hear what they say. 2 Someone asks you a que: n, but you dan’thave swith you the information you need to answer it, 3 Someone asks you a question which addresses the ‘main point you have been discussing. 4 Someone interrupts your presentation to ask about something which you are going to explain later in your talk, 5 Someone asks you a question which you don’t understand because itis too complicated and technical. MODULE 12 HANDLING QUESTIONS Handling questions 3 Read the advice about how to handle questions, Match the correct headings (A-F) with each paragraph (1-4), (WE Before your presentation, make a listof the questions that you might be asked. Give the list toa colleague and ask them to fire the questions at you. Keep some ‘material in reserve so that if you are asked a question, ‘you ean present this new information as ifit was spontaneous, (a. When you have finished your presentation, don’t say immediately ‘Any questions?’ Instead, take a couple of minutes break and then begin to take questions. If there still aren't any, suggest some yourselE: for example, ‘Tm often asked ..! This will encourage the audience to start asking questions, — It's very important to engage with the person who is asking the question, so try to maintain eye contact, with them and to listen carefully to what they have to say. This is respectful and will help to prevent any conflict during the session. @) is very eary to allow a questioner to take you into aan area which is not necessarily relevant to the main point of your talk. Always keep in mind the main objective of your presentation and return to it as ‘many times as possible, Respond to every question, ‘even ifyou don’t thinkit is relevant, but keop your answer short. @ ‘Make sure that you and not the audience have the last word, Givea short summary or make an appeal tothe audience for action, or atleast for agreement. Remember that the audience's attention is greatest at the beginning and at the end of the session. ‘A Give your audience time to think B Don'the distracted C Focus on the questioner D Finish strongly E Prepare well F Ignore irrelevant questionsing a press release A. Read the press releases A-C. Correct the underlined mistakes. A ‘To mark their 50th anniversary, Goodwins ice Cream is holding a competition (0) for to find ‘the most interesting new flavour. The winning suggestion will be (1) make into our special anniversary ice cream. The winner will also receive 5 litres of the ice cream in (2) the special presentation pack. Existing customers and members of the public are invited to submit their suggestions (3) until 31 May. For more (4) of details visit Goodwin's website at www.goodwinsicecream.com In recent years there (5) was 2 lot of concem about the use of chemicals in the manufacture of foods. Eatdhealth has a policy of (6) use only natural preservatives and flavourings in its range of food products. Company spokesman, Gerry Chambers says, ‘There's (7) anything wrong with trying to preserve foods and make them last (8) more longer. People have been doing it for thousands of years, We have researched methods that were used in the pre-industrial era and are re-introdueing, (9) this into our manufacturing processes.” We are pleased to announce that we will ‘soon be opening a new office in Guang Zhou (10) like pert of our programme (11) expanding the company’s interests in| China. The new office will handle operations | in Southern China and we are really looking | forward (12) for giving local and international businesses the chance to benefit (13) to our real estate expertise. 5 Read the press releases again and say which one is written in the wrong style for a press release, Explain why. 6 Youworkin the public relations department of, Sestro, a company that manages urban transport projects. Read the memo from your colleague and then using the notes below, write a short press release. INTERNAL MEMO Good news, We won the Liverpool tram project, to build a single tram line from the centre of the city to Birkenhead. As you know, our offer included the building of a youth community | centre and small skateboard park near the main tram terminus. Can you write a press release highlighting this? Thanks | Fenella i «contract awarded by Lerpooal Gity Councll ‘value of contract at. wil, 1 skateboard park and commanity youth centr will Genet young people in tHe area work to startin January next year Pronunciation 7 when the letter u produces the sound /u:/, in some ‘words the sound /j/ comes before the /u:/. For ‘example tunes pronounced: /tju:n/. Underline the ‘words which have the same /ju:/ sound. future opportunity suit ime produce music value pollute due unusual rude include MODULE 12 HANDLING QUESTIONS | 63| ‘This discussion from Part Three of the Speaking Test is about the best way to recruit anew sales ‘manager. Read the dialogue and say if you think the underlined answers of each candidate A and B are: 00 formal, too informal, 100 long ot too short. Examiner So, what do you think is the best way to find a person to replace Kevin, who was very experienced and very good at this job? Candidate A (0) Lam ofthe opinion that we oughtta employ a headhunting agency. too formal Examiner What do you think ofthat idea, Carlos? Candidate B (1} Explain please Examiner He said that we should use a headhunter. Candidate B (2) No, that’s wrong, We just need to advertise, Examiner 1 think if we want to choose from e bigger range of candidates, advertising is a good solution, Candidate A Tam sorry. (3) Ido not properly. understand your line of argument Examiner What | mean is that we would probably then get a range of older and younger candidates. Candidate B (4) So what? Examiner Well, on the one hand someone younger could bring a lotof enthusiasm to the job. Candidate A (5) Conversely, an older candidate would have more experience, Candidate B (6) Yeah, definitely. Examiner So, we really need to decide what kind of person we are looking for before we choose the ‘method of recruitment. Candidate A (7) And whatis your opinion on this? Examiner I think the job is too important for someone inexperienced, so using a headhunter is the best way. Candidate A (8) Lfully appreciate your point, but to my.way of thinking headhunters can be unreliable. Don't you think so? Candidate B (9) Sorry? MODULE 12 SPEAKING TEST: PART THREE EXAM SPOTLIGHT i -* Speaking Test: Part Three 2. Replace each ofthe underlined phrases (1-8) in exercise } with one of the phrases (A-D). ODI think we chould.. A Onthe other hand, B Lagree with you completely. © Sorry, could you repeat that? D Ithink we should .. B Can you explain what you mean exactly? F Lsee your point, but for me G Somy, I don’t quite follow you. H What do you think? I I'm afraid | disagree. J And what would be the advantage of that? 3 neach of these statements by candidates in Part ‘Ihree of the Speaking Test, there is one underlined vocabulary mistake, Correct it. 0 ‘The delegates will want to have some free time for theirown. themselves 1 We should be able to get a decrease on the price of the hotel rooms. 2 On another hand, using a celebrity to endorse the product could be very expensive. 3 Ithink the most affected way to advertise is on TV. 4 In addition to a good salary, we can offer other benfits as a company cat. 5 Itwe ask employees to reuse paper more, we will, win a lot of money. 6 Alot ofemployees go to work here in thetr cars every day. 7 don't think people are interesting in this Kind of course. 8 | think we should encourage employees to make more on-line training courses.