OVERVIEW Ror sd eau Pay ree Typical work problems cov Ported problems Prcrcarrras Bresent simpi Eee) Crete Pca teed ir someand-any eres Sees SU Cay Ceti always being busy difficult customers changes to orders computer crashes rude people missing documents delivery delays machinery not working Adjectives; too/enough What sort of problems might these people have at work? an office worker a shop/sales assistant a factory worker acall-centre worker Look at the problems on the left. Which do you think go with which person? D1.30-1.33 Listen to four people. Look back at Exercise A. Where does each of them work (a-d), and which problems do they mention (1-8)? Person c, problems 7, What problems do you have at work / in your studies? Complete the sentences below using adjectives from the box. broken clean confusing fost Aenible noisy Our employees enjoy having flexible hours The new sales assistant got a promotion, We want a and well-furnished apartment. Their old printer is so they want a nev one The instructions are nat clear. They are very When the machinery in the factory starts, itis veryUNITS *» PROBLEMS 1 work in pairs. Ask and answer questions about adjectives and their opposites. Student A: Turn to page 130. Student B: Turn to page 137. Look at these sentences. The bed is too hav. it is’t soft enough. The seats aren't wide enough. They're too narrow. Write sentences using too or enough and adjectives from Exercise B relating tothe underlined words. 1 The report doesn't give much inform: It's too short. / Itisn’tlong enough. | can’t carry these suitcases. (100) n. (tooenough) | can’t meet you at six o'clock in the morning. (100) | don’t want this car. Its top speed is only 100 kilometres per hour. (too,énough) Don't take any visitors to those areas late at night. (too/enough) That camera doesn’t fit in my pocket. (toofenough) The hotel room is $1,000 dollars a night. too/enough) BR Oh de Ok | can't sleep because of the music from the party. (too/enough) ‘See the DVD-ROM oe ©) Work in pairs. Tell each other about some of the problems you have Jorthe -Glossary. where you work or study. My office is too small. My office isn’t big enough LY 4ico:.24 Jeremy Keeley, a specialist in change leadership, talks about problems he has at work. Listen to the first part of the interview and decide whether these statements are true (T) or false (F). Correct the false ones. Typical work problems 41 Jeremy often works with a large number of people. 2 His clients have quite complicated problems. 3 Jeremy's biggest problem is having enough time to do a good jab. 4 He also faces urgent requests for help when he is already very busy. ¢c01.35 Listen to the second part, in which Jeremy talks about the biggest problems in companies, and complete these notes. ‘© Biggest problem amount of........u! they have to go thraugh at speed. ‘+ Second problem -diffcult to plan their needs and resources (staff | oes money they need to satisfy their customers). * Another problem ~ customers expect them to reduce. at the same time as companies have increasing 5 4)co1.36 Listen to the third part of the interview and answer these questions. Watch the 1 What sorts of problem is Jeremy asked to solve? interview on 2. What was the problem Jeremy had to salve? the DVD-ROM, 3. Which different groups did he bring together to solve the problem? 23UNIT3 »+ PROBLEMS BX which of these adjectives describe work in a call centre? Workplace badly paid boring interesting noisy quiet relaxing stressful well paid problems = Three call-centre workers answer the question ‘What are the biggest problems for you at work?’, Read their replies. Reply | Reply 2 Reply 3 “At our call centre, 150 agents work ff “The job is wel poid, but the hours “A lot of the work in a call centre is imone large room. A lotof them are fore long, We work nine hours a doy, very boring. You do the same job Bitiec cx a UOURODTne rts but we often work overtime, The calf day after day. On a typical day, each tions are very close together, so i's centro is long woy from my home cof us takes up to 200 calls, We've very noisy. We wear headphones, utp ttokes me tuo hours to commute) often on the phone forfour or more theyre not good enough, Fimonly. work, 20 my real Working doy is hours continuously. Most of the calls 21, but my doctorsays [have hearing often 1Shours, Difut customers ore ff are complaints, and we're expected problems, Sitting ata workstation Cenother problem. Ourcustomersia the. Pio solve each problem within two for many hours eauses other health ff] UH are often very rude, I's not easy tof minutes. When one cal finishes, preflecrs. cet tea coleagacy talkto customers when they're onary ff. another call starts immediately. have backache, often get headaches | ond don't want to understand. Alot of ff You don't get time to think. I's very fiom looking athe computerscioen mw colleagues wont 0 leave and find stressful. Another problem is there's for core nother jab, but t's not easy to find no possibility of promotion. I's just such wel-poid work ‘job, i's nota career. Nobody stays Biro auee east Comany Vijay, 27, Mumbai, india in te job very long so the company is constantly recruiting and training new sta Kevin, 26, Sydney, Australia Look at the chart and tick (/) the problems the call-centre workers talk about in the replies. Who talks about each problem? Write Bit Vijay (V) or Kevin (K). Problems Name Problems Name long working day vv angry customers breaks 100 short tow pay tong hours at workstation no time between calls boring work high staff turnover na prometion a lot of noise )_ Which three physical problems are mentioned in Birgit’s reply? Gi Undertine the adjectives from Exercise A in the replies. Work in pairs, Ask and answer questions about problems in your place of study or workplace. A: What are the biggest problems for you at work/college? B: One problem is ... Another problem is 4Present simple: negatives and questions UNITS ++ PROBLEMS + Toor the present simple negative of most verbs, we use don't/doesn't + verb. ‘© Inpresent simple questions, we use do/does. Negatives Questions They don’t come to work on time. Does he work well with colleagues? He doesn't go to meetings. Where do you work? page 147 Work in pairs. Match the questions (1-6) to the answers (2-f). 41. What do you think about the new boss? a). Peter. He's your line manager. 2 What time does the meeting start? ')Hehas to pay for the oie party. 3 Where does she live? ©) You can leave at five o'clock. 4 Why does he need the money? 1d) She's very efficient. 5 Who dol report to? ©) Inthe city centre. 4 6 When do | finish work? 1) Itstarts at two o'clock. Put these words in the correct order to make questions. 1 weekend / work / they /Do/at/the/? Do they work at the weekend? 2 Pierre / in / sales / Does / work |? 3. you / do / travel / abroad / How / often /? 4 you / spell/ How / business / do /? 5 finish / does / the / meeting / When |? ‘Ask and answer these questions. | Student A: Turn to page 132. Student 8: Turn to page 144, 41. Wha time / start work? What time do you start work? | 2 When / finish work? | 3 Where / work? 4 Who / report to? 5 How often / work at the weekend? Make negative sentences. Use don’t (do not) or doesn’t (does not). | 1. like meetings. (aresentations) Thike meetings, but I don'tlike presentations. We waste allot of paper. (electricity) I They agree about most things. (money) | Susan sends a lot of e-mails. (faxes) wewn Our management team discusses business strategy. (employee problems) Tick (V) the sentences that are true for you. Change the other ones to make them true. Then compare and discuss your sentences in pail 1 agree with my manager about everything. | don’t work in teams very often, + 3 always come to work/college on time. 4 | don't ike giving presentations. 5 | never take work home in the evening or at the weekend. 25UNIT3 + PROBLEMS have; some and any solving problems + We use have to talk about possession. ‘have a new printer, but it doesn't work very well The office doesn’t have alt. ‘Do you have a problem with training?" Yes, we do.’/'No, we don't.” + We use some with plurals in positive sentences. We have some problems with deliveries. ‘© Weuse any with plurals in questions and negative sentences. Do you have any meetings today? ‘+ In British English, we often use have got. The office hasn't gota lit. We haven't got any large boxes. page 147 Make sentences about what Marco has and doesn’t have. 1 Marco has a company car. He doesn't have a sat-nav. 1 acompany cary asatsnav x 2 aniPhone x aniPad 7 3. aninteresting job 7 high salary x 4 anice boss x some great colleagues 7 5 adesktop computer at work x alaptop 7 Complete these questions with does have and do have. 1 Deyou haveanew mobile phone? 2. What kind of car she. ? 3 the company a restaurant? 4 all the rooms. air conditioning? 5 _time to Finish this? Work in pairs. Look at the list in Exercise A. Tell each other what you have and what you don't have, Work in pairs. Do a survey to find out what your colleagues/friends have. ‘L_ Prepare five questions, e.g. Do you have an iPod? 2 Ask three people your survey questions. 3. Give the results to the class, e.g. Tivo people have iPods. 4)c01.37 Listen to the conversation between Marcia and Harry. Answer these questions. 1. Whyis Marcia phoning Harry? 2 How do you spell the name of the new marketing assistant? ¢c0137 Listen again. What does Marcia say t 1. introduce herself? 2 ask Harty to spell the man’s name? 3. ask Harry to give the information again? 4 lend the conversation? Check your answers by looking at the audio script on page 160.UNITS => PROBLEMS. 4).c01.38-1.41 Listen to four phone calls. Match the calls (1-4) to these problems (a-d). 4) There is a problem with the invoice o ) The date ofthe meeting isnot suitable. o The quantity is not correct. og @) There are no instructions. o 4) co1.38-1.42 Listen again and complete these sentences. 1. Ican't meet your. Vanessa Gordon, next Wednesday. I 2. Pm sure we can......-.-another time. 3. Its about the. ‘of mobile phones. 4 Sorty about that. ........-with it immediately 5 There are no... in the package. 6 Sorry tdida't that. Could you it, please? 7 Also, | think the are wrong. 8 ri the matter and send you another Watch the phone calls on the 4) co1.3¢-1.41 Look at the Useful language box below. Listen again and tick (V) the expressions you hear. oa r vo-ROM. Work in pairs. Use these role cards to role-play a conversation, Use some of the expressions from the Useful language box. I ‘Student A Student B | Sales Representative Customer | Answer the phone. ‘+ Introduce yourself, Say you have | © Ask for details. some prablems with an order. ‘© Apologise forthe first problem, . of fist problem (ordered ‘© Apologise again and offer solutions. e, not orange juice). © Say goodbye. © Give detalls of second problem (ant 1,000 bottles, not 100 eans, ‘© Thank the sales representative. Say goodbye. | | as soon as possible). | ‘GETTING THROUGH ‘STATING THE PROBLEM GIVING DETAILS an| speak to (ane Porte), please? havea problem (with..) ‘The invoice is incorrect all me back later, please. There are some problems with Its the wrong part/model/item. There’s a piece missing. ANSWERING APOLOGISING Hello, this is (Carl Fisher) (Oh dear! I'm) sorry to hear that. FINDING SOLUTIONS ‘Good morning, (David Seymour) {'m very) sorry about that. We can give you a refund. ‘speaking. ‘We can send you new ones. GETTING DETAILS {can talk to the manager. { ‘STRODUCING YOURSELF can galiistiatne sore ore | “ello, this is David Patterson, Hudson information? Motors. “ello, David Patterson here, Hudson Motors. FINISHING THE CONVERSATION Thank you. Thanks for your help. Bye. ‘Which modetis it? 27bo i ae a a CH a oly kitchen pare what the online advertisement promises with the gi hat i different. s* experience of apartments. The apartments don't have lovely views. The rooms aren't colourful. 2 Student A: See below. Student B: Tur to page 138, Read your tole cards. Then make the telephone call | Student a | Guest at High-Style Business Rentals | Telephone the company’s manager. You are very unhappy with your apartment. | Tell the manager that you want a | © bigger apartment + desk and more chairs in the sitting room (is cheaper Internet price ($3 an hour) ‘+ new television with satellite programmes. Writing You ae Diana Nolan, Manager at High-Style Business Rental. Write an e-mail to Jason Parker at Head Office. * Explain the pro ns you have with Hig le guests. * Say that you want a mi g with the Director of Marketing. t you want to discuss High-Style’s future advertising policy iting fe page 126el her ae ee aC y 1 Eating out © ingroups, answer these questions. 1 Whatis your favourite dish? 2. What food don't you like to eat? 3. Have you ever made a mistake when dining? Ifso, what? © inpairs, do this qui | 1 In which country is it OK to arrive up to 30 minutes late for dinner? } a) Germany } b) China | 9 tay | 4) Denmark | In which country is it OK to fill your own glass after you have filled your guest's? a) the UK b) Korea ) Russia @ Japan In.which country isit a good idea to leave some food on your plate? 3) Norway b) Malaysia ©) Singapore &) Egypt O Wor Then check your answers on page 144. In which country is 7 chewing gum not rude? 2) Luxembourg b) the USA ©) Singapore @) Switzerland In Arab cultures, which of these should you avoid when eating? a) standing up b) drinking anything c)_ using your left hand d) eating alot Who usually pays for a business meal in France? a) the oldest person b) the host the guest d)_ Everyone shares it. — In which country is it common to go out to eat after 10 pm? a) Sweden 6) Denmark Austria @) Spain In which country is interrupting someone during a dinner conversation not rude? 2) Canada ) Brazil ©) Germany @) Japan In which country is a strong handshake not good? 2) the USA b) the UK ) Germany 9) the Philippines isten to the introduction at a workshop on dining. In the first column of this chart, complete the seven topics that the speaker wants to look at. Topics 5 | |6 | Body language Examples i a ae 2| Germany: wait until you are shown where to sit | 3 | | }4 | What you use to eat |Germany: bad to rest your elbows on the table 7 © 4001.46 Listen again and complete the examples in the second column.ae ay Bs 1 The Chinese prefer to entertain in public places rather than at home. Look at the notes for guests on the right. 2. Make notes for a short talk giving advice on dining habits for some foreign businesspeople coming to your country or a country you know well. You can use the notes on the right or the headings in the Topics column of the chart in Exercise Cto help you. 3. Inpairs, give your talks to each other. WORKING ACROSS CULTURES > EATING OUT Arrive on time. Dress well Greet the eldest person first. Learn howto use chopsticks. Do not point with your chopsticks. Wait to be told where to sit. Wait forthe host:to begin eating first. Try everything that is offered to you.Travel ‘He who lives sees much. He who travels sees more. aca Oya Reeth tomers Romig Pore tc Pr accret Cd READING Cres Psa rece? rca erry ra piece Reed Peri ica eueeetey ano 1 36 How often do you travel? Where do you like to go? Do you ever travel on business? When you travel, which of the following do you like or not like? Write sentences. Tlove meeting new people. like eating new food T don't mind packing a case. + checking in + waiting for luggage * going through security checks + speaking a foreign language + packinga case Can you add any others? these things? 2) inataxi b) atanairport Hs Plrit aca Seetiy in. 98 1.54 Listen to extracts 1-¢ ©) atarailway station Tdon'tlike flying Thate checking in. ‘© being away from home travelling to the airport/station ‘= meeting new people flying + eating new food 3. Where (a-e) can travellers hear or say 4) atahotel_e) onaplane Anne Ziaits Bo Travel details See the DVD-ROM for the Glossary. ee eT ee UNITS >» TRAVEL 4) cD1.55-1.58 Listen to each part of the recording. Then answer these questions. Port 1 1. What time is the nest train to Manchester? Part 2 2 Which fight is boarding at gate 23? Part 3 t 3 What time does the train leave? 4 Which platform does it leave from? Part 4 5 The passenger chooses a fight, What time does it leave? 6 When does the light arrive? 7 Whatis the flight number? 8 Which terminal does it leave from? People often do these things when they travel. Match the verbs (1-5, 6-10) with the correct phrases (a-e, fi). 1 buy: a) security 6 watch 1) ahotel room 3 collect 9) atthe checkin 8 book hy atthe hotel 4 gothrough 4) their tight 9 do 1D) an in-fight movie 5 queue ©) their luggage 10 checkin) abusortaxi Work in pairs. Put actions 1-10 from Exercise B in order. Lbuya ticket 2 book a hotel room, . Complete the sentences below using the nouns from the box. I Dill booking call centre fight luggage | Passport password receipt reservation seat / At the ticket office At the hotel 1. Ineed to change my booking. B Vhave denen fOr two nights. My | 2 Is there a direct 2 feme's Bataan 3 Canttake this ashandinnnm-? tm checking out today, Can have the j 4 Can | have an aisle. 2 » Please? 5 Which wayis control? 41. Can have the... forthe Wi, Ina taxi By: | i 6 Please take me to the city. 7 Cant havea please? You are expecting a visitor to your company. You need to check your information. Work in pairs. } Student A: Turn to page 131, Student 8: Turn to page 138. 37A business traveller Liz Cred Watch the inenenon o the DVD-ROM. can/can't | co1.ss Listen to the first part of an interview with Liz Credé and answer these questions. 1 Why does she travel to a) Amsterdam? b) Singapore and Chicago? 2. How often does she travel to a) Amsterdam? b) Singapore and Chicago? 3. Whats Liz's favourite business location, and why? Liz says she likes flying business class and she likes staying in the same hotel. in pairs, predict why she likes doing those two things. 4) 01.60 Listen to the second part of the interview and check your answers to Exercise B. In pairs, discuss this question. Where would you most ike to go fora business conference, and why? We use can to say we are able to do something. He can program a computer. ean’t speak French, We also use can to talk about what is possible. ‘Can | get a snack in the bar? “Yes, you can. It serves food until 11.” ‘Can | fly direct from Baltimore to Moscow?" No, you can't, You need to go via ‘New York or Atlanta,” ‘Ask people in your class about the languages they can speak. A: Can you speak Japanese? B: No, I can't Work in pairs. Try to remember the languages people can and can’t speak. John can speak English and German, but he can’t speak Chinese. Put this dialogue into the correct order. Paul: Hi,Judith, Judith: Well can't do Thursday, but Friday is OK. Paul: Paul Robinson speaking. Judith: Oh, hello, Paul. This is Judith Preiss here. Paul: Im sorry, judith can’, But can make Thursday or Friday. Judith: Paul, 'm calling about that meeting. Can you make next Wednesday? Paul: Of course. can pick you up from the station you like. Judith: Ten o'clock’s fine. Oh, and can | bring my colleague, Sabrina? You met her at the conference. Paul: OK. Friday itis. Can we meet in the marning ~ say 10 o'clock? 000 ooo88o00 Judith: Great. See you on Friday. Bye. 4)c01.61 Listen and check your answers.UNIT 4: *» TRAVEL Look at the dialogue in Exercise B. Write questions beginning with can. Can Judith and Paul meet on Friday? Work in pairs. Ask each other your questions. How much can you remember? ‘A: Can Paul meet Judith on Wednesday? B: No, he can't. 401.61 Listen to the dialogue again. Then practi d_ complete the e-mail that Judith writes to Sabrina about the arrangements. To: Sabrina Monti From: Judith Preiss Subject! Meeting with Paul Robinson Sabrina | called Paul Robinson about the meeting. He says he ‘make it on Wednesday, but he 2 do # at 10 o'clock. He says of course you vod Come with me! ANG NE... PiOK US UP fFOM the «ro 7 you text me today and let me know if Friday is still OK for you? | don't think we need to meet before Friday. We..........® go through my notes for the meeting on the train. See you then, Judith Work in pairs. Role-play this situation. Student A: See below. Student 8: Turn to page 137. Student A Part You plan to visit one of your company’s overseas offices for a week. Student 8 Works there. Ask him/her for this information: + rentacarat the airport? Can rent a car at the airport? + change money atthe airport? + walk from the hotel tothe office? + use the Intemet atthe office? Part 2 visitor from head office (Student 6) contacts you about a visit Use these notes to answer his/her questions. : Can use a computer? Yes, you can. You can use the computer in my office. Noy «I's better on Wednesday. No, ... The office isn't open until 9a.m, Yes, «but i's very busy at lunchtime, Yes, .. You can use the computer in my office. eae enetaies ILUNIT »» TRAVEL Oo Business hotels About the hotel The Hilton Tokyo is in the centre of Tokyo's Shinjuku skyscraper business district This luxury hotel has 808 guest rooms and a choice of seven inviting bars and restaurants. ‘What kind of hotel do you like to stay in when you are on holiday or on business? Tick (v) the facilities you expect to find in a business hotel. beauty salon giftshop business centre health club childcare service tennis courts concierge desk restaurants, coffee shop Underline the words from Exercise B in the text below. ‘Take turns to ask and answer questions about the Hilton Tokyo. 41 check your e-mail in your room? A: Can you check your e-mail in your room? B: Yes, you can. 2 swim outside at the hotel? B: Can you swim outside atthe hotel? A: No, you can’t play tennis atthe hotel? eat Chinese food in the Musashino? hosta dinner for 1,500 people? use the health club at night? set from Narita Airport direct to the hotel? Guests can swim in the hate's indoor The Musashino serves Japanese pool, play tennis on one of the twa specialities Le Pergoese offers French rooftop tennis courts or relaxin the cuisine. Guests can try Chinese food jacuzzi and sauna in the hotel's 24- atthe Dynasty and order a midnight hour health club snack at the Marble Lounge, Guests can visit nearby Tokyo attractions, including Yoyoui Park, the Mel Shrine and the Imper'al Palace. For quests with children, the Tokyo Disney resorts about 20 bHlomettes from the hotel. The hotel's 24-hour reception team offers advice ‘on places to visit, Guests can also book sightseeing tours and theatre tickets Shinjuku's busy shops area The Hilton Tokyo is the perfect place 10-minute walk from the hotel. for meetings. Tere are 16 meeting rooms. The largest room has space for 1,200 people. There is also 24-hour business centre. Guests feel at home in the spacious rooms, with large windows and city views. In each room, there isa desk, airconditioning and voicemal From Narita International Aiport, the Rooms have high-speed internet easiest way to arrive is fo take the access, flat-screen TV and on: airport limousine. It takes about demand videos hours. Getting around is easy. There isa free shuttle service from the ote! to Shinjuku station, The hotel is aso directly connected to the Tokyo ‘Metro subway,there is / there are o> TRAVEL ‘Answer these questions. 1 How far is the hotel from the Shinjuku shopping area? 2. How longs the business centre open? 3. How long does it take to travel from Narita Airport to the hotel? Match the words on the left (1-6) to the words on the right (a-f) to make ‘word partnerships from the text. 1 business. 2) views 2. indoor ae rooms 3. sightseeing ©) dist 4 ay © poo! 5 internet ©) tous 6 meeting 9 access ‘We often use there is / there are before a/an or some/any.. There is an indoor swimming pool. There are three restaurants. There aren't any shops in the area. ‘Are there any meeting rooms in the hotel?" ‘Ves, there are.’ /'No, there aren't. page 148 Complete these sentences with the correct form of there is or there are. 1. It's avery small airport. There aren't. any shops in the terminal. 2 a problem with my ticket? any alste seats available. a stopoverin Frankfurt any flights to Zurich tonight? Fm afraid...» flight to Warsaw this afternoon. two cafés in the terminal earanuew ‘any buses from the airport to the city centre? In pairs, ask and answer questions about the facilities at the Hilton Tokyo, A: Is there a health club? B: Yes, there is B: How many guestrooms are there? _‘&: There are 608. Work in pairs. Role-play this situation. Student A: See below. Student B: Turn to page 139. ‘Student A Part ‘You have a new job abroad, Student B lives there, ‘Student B has a new job abroad, You live in that country. sk him/her about these points + international school? Is there an international school? "+ good local transport? big supermarkets? houses to rent with gardens? Part 2 Use these notes to answer his/her questions. Are there any good restaurants? Yes, there are lots of good local restaurants. No, .. any cinemas, lots of good local restaurants. but you can swim in one of the hotels. tennis club with five courts, Funes anUNIT4 > TRAVEL 4)c01.62 Simon is flying to Rome on business. Listen to the phone call and Making choose the correct answers to these questions. bookings 4. When is Simon arriving? ‘GBlondapy/ Wednesday and checking 2. When she leaving? Tuesday / Wednesday arrangements 3° What kind of room does he want? single / double 4 How much does the room cost per night? 120/ €150 5. Howmany nightsishe staying at the hotel? one night / two nights 6 What time will he arrive? seven o'ock | sicotclock Work in pairs. Study the Useful language box below. Then role-play the telephone call. Student A: You work forthe Delta Hotel in Frankfurt, Germany. Student 8: You are a business traveller. You want to book rooms for yourself and a colleague, A: Answer phone. Give name of hotel. B: Give your name. Ask for two single rooms with baths from 16th to 20th July |A: Check booking is forfour nights from 16th to 20th July. B: Price? ‘A: €150 per night fora single room. B: Restaurant? Car park? A: Restaurant: yes ar park: no {Ask for credit-card details. Bs Visa number: 4921 4456 3714 1009 Expiry date: 12/16 Work in the same pairs. Study the Useful language box. Student A: Turn to page 132. ‘Student B: Turn to page 136. Watch the phone callonthe E DVD-ROM. Role-play the telephone call. RECEPTIONIST / SALES EXECUTIVE CALLER Hello, Capri Hotel / Big Bird Aways. How can I help you? Id ike to booka room from Tuesday the ath to Thursday {can give you a single/double on the first floor. eeu Js that single (rf) / one way (AmE) or return (Br) / CE round trip (Ame)? How much isitper night? So, that’s a single room for two nights, the 4th and sth. Is there a restaurant the hotel? So, that’s a round-trip business class ticket from London Istherea car park? Gatwick to New York? Can have your credit-card details, please? And what are the last three digits of the security number fon the back of the card? What time do you expect to arrive? Could you repeat that, please? Is therea pick-up service? Can | pay with American Express / MasterCard / Visa? Isa Visa card. The numbers. The expiry date is. What time does the flight arrive? 42Oram ULM eMe Mell oraiiaelcaicy Peet) he Gustav Conference Centre is just outside the city centre of Vien Sat) , Austria. Three companies fay atthe conference centre during the period Friday July 7th to Sunday July 9th Sead the Information about the companies and their needs. Then read the information on the Conference Centre's meeting rooms on page 140. 2a [are ees Ey as ia ee ee dos if ar ea 35 oa i roa) : Notes ieeeree erence It is @ new customer for the Conference Centre / Sen et aac etre ea conferences athe Centre last year elem ey * Minnesota Chemicals wants: video-conferencing: projector + large screen (5m x 4m), direct access eee ree * Elagant Ways Beauly Products wants: video-conferencing; projector + large screen (5m 7x dm), direct access to the terrace and garden, technical support * JooC Designs wants: large screen (5m x 4m, 10 laptops, technical support +40 c01.63 Listen to the conversation, The conference organiser from JooC Designs makes a request to the Conference Centre. Note down wha 1. Work in pairs. You are the The Manager of the Conferen ‘Manager and Assistant Manager Centre telephones the conference of the Conference Centre. organiser of each company. The Discuss these que: Manager offers each organiser a meeting and seminar room, and discusses any problems. Role-play the telephone cals, Take turns, playing the role of the Manager and conference organiser. Which meetin want to offer each company vhat will you say tothe fer Is there a problem with the We can offer yout seminar ro Room. Ithas a seating capacity of 100. There is a large screen, but Writing You are are at the Conference Centre. Choose one of the companies and write an e-mail to thelr conference organiser. Confirm the details of thelr stay. Include the date of arrival, the date of leaving, the type of meeting room, the umber of seminar rooms and some of the room's best features. be Mi TNE Casestudy Ff 43GRAMMAR REFERENCE Present Present simple: negatives and questions Points to remember ple: negatives and questions; have; some and any 1. In questions, the -sis on the auxiliary verb, not the main verb. Does he drink coffee? (NOT Bees hedtinks-cotiee?) 2 We do not use the full verb in a short answer. ‘Doyou like meeting customers? “Yes, | do.” (NOT Yes-Hike) 3 Spelling rules * For he, she and it, we adds with most verbs. She comes from Brazil The job pays a good salary. * When the verb ends with a consonant+y, the ending becomes -les. He often flies to Amsterdam. + When the verb ends in -ch, sh, -s,-ss, -xar-z, the ending becomes -es. He finishes every day at six. She faxes the invoice to us. + | Wou/We/They have German car He/She/Ithas ae a cb player. = | WYou/We/They haven't (= have nat) / don't = do nod have | the time He/She/tt hasnt (= has no) / doesn't (= does not) have good printer 2 | Dot/you/we/they have a ticket? Does he/she/it have a reference number? Uses + Weuse have/has to indicate possession. She has a fast cor + Wealso use have/has to talk about plans. | have a meeting this Tuesday, but Im free on Wednesday. * InBritish English, we use have got in the same way. He's gota job interview next week Some and any ‘+ Some and any ate used with plural nouns when the quantity isnot specified. ‘+ Ifthe sentence is positive, we use some. There are some deliveries due in taday. ‘+ Ifthe sentence is negative, we use any. There aren't any deliveries due in today. Ifthe sentence is a question, we use any. ‘Are there any deliveries due in today? 147‘GRAMMAR REFERENCE 148 can|can't; there is | there are can/can't Form + lYou/tie/She/It/We/They can £0. = |You/He/She/it/We/They can't (= cannot)_| go. 1 Can i/you/he/she/it/we/they go? Remember: can stays the same with he, she and it. NOTHeeansge,) Short answers Yes, you can. No, lcan’t. Uses © We use cam to talk about ability. He can write computer programs, ‘She can flya helicopter. ‘© Weuse can to ask for permission. Can | moke a phone call, please? Yes, go ahead. Can we park inthis space? Sorry, you can’t park here. It's reserved. * We use can to talk about what is possible. Can you came next Thursday? Sorry, 'm afraid | have another appointment. Can we put another desk in here? No, the room's too small. © Wedo not use to after can. (NOT Shecamtoridesmetorbite) there is / there are Uses ‘+ We use there is (not) a + singular noun to say that something exists or doesn't exist. There's a coffee machine on the second floor. There isn’t a swimming pool n this hotel. * With plural nouns, we use there are with some in positive statements, and there are not with any in negative sentences. There are some people in the room, There aren‘t any flights on Sundays. + Weuse is there / are there + a/any to ask question. Is there a message for me? Is there any baggage? ‘Are there any good nightclubs inthe city?AUDIO SCRIPTS [MP:uh, ov long have you got? OX, 1 don ike working such long hours ‘withouta break. have a Young daughter and Ident see mach afher because I get home so late, Loften work on the weekend we hare to plan ally big sdverising campaign So my work-life balance ist ood. Too auch work, not enough time fo lesre for fan activities, ‘Not enough tine fr the family that’s ay problems, UNIT 3 PROBLEMS. ‘co TRACK 30 Penson ‘Wel think the biggest problems is when we have late deliveries. Then "here int enough stock to sell ro customers. We alsa sometimes gst Alficul customers who want you to spend sot atime with them, of who ‘want their money back fr na reason! covTRAcK 34 eRson? have big problems with he computer pstem.Iestemsto rsh enc a tice week. When this happens, It means Icait work The ther big problem s ‘wehave alot of documents, which are sometimes dificult find. Isa big fice and alotof documents go missing when people donitretura them. ‘co TRACK 32 Penson 3 ‘Well were always very busy Its never quit. I guess the worstproblen, spar from that people who are rode to you onthe phone People thik {hey can say anything because they cast see you. Sometimes its ciclo be polite toll the customers. (Co TRACK 33 Penson 4 ‘Will ican be very noisy at times, but for me that’s not a problem. {think ssnormal.The worst preblem s when the machinery beeaks down and we Cant work We have to stop production and eal the engineers, The other big problem s when customers want o change their order INTERVIEWER, k= JEREMY KEELEY) I Whatare typical work problems for you? Ik: Asa consltant ren my own business and Tn ofen on my on, but zn cents have quite complicated problems tha they need to resolve, My biggest problem shaving enough time todo a good job withthe amount of work I've got todo. And thea Ialio fae gent requoet oF Delp wien Im already very Busy. ‘COLTRACK 35 (/= INTERVIEWER, = JEREMY KEELEY) | Whatare the biggest problemsin companies you know? J: Most ofthe companiss I wock with r big international companies facing complicated situations. Probably the biggest problem they ace isthe amount afchange they have to go though all the time, and they Ihave to go through that change fast at sped. Secondly they fndit wry dificalt fo plan thelr needs and therefore leo to pan theirresouress in other words thie taf the equipment, ‘the proporty the money they need to satisfy their customers. And thet customers expect the to reduce thei prices tthe same ine as ‘these companies have increasing costs So ey hve tobe mich more productive, much more ecient al the time ‘CDLTRACK 36 (= INTERVIEWER, |= JEREMY KEELEY) |: Canyou give an example ofa problem you've solved? Ik My customers usualy ak meta hap them Slee complicated problems where ois ofpeople need to be nvaled in designing the slatioa. Recently there was 3 computer sytem that had tobe introduced that affected milion ofeustomer nd thei bills "Atthelast moment, problem arose that alfected the whole system. brought the echnical tam the business eam, the project eam and the suppliers togetherin one room, and by understanding the whole problem, andby undarstanding ech other individual problems, we fame up with the soliton that solved the problem together {CDLTRACK37 (= RECEPTIONIST, f= MARCIA, = HARRY) Re Hella, United Food Corporation. ‘Ms Good morning, my names Marca Jones, Hove tors Good morning How an Thelp? ‘Ete o speak to Harry Palmer please Re Hold ona minute, I'l putyou though He Hacry Palmer ms t ms rs Ms Hi, Hay, Marcia here, Hi, Marca «Teed some information. Can you give me the name ofyour new ‘marketing assistant, pleas? I need contact hi. Certainly Hi nam Jee Haydon, Could you spl his name forme, please? 160 Hi OK JERE HAYD.ON Son, could you repeat hat please? Hi JERE HAYD.ON, IM: Right. GCEPPHLALD-O.N? Me No,notG,}.}E-FE. And Haydon hasaYpatan .HEAYD-ON. Ne_Right OK, ve got chat Thanks very much He Noprobem Ic Plspeal to you soon, sey. ‘D1 TRACK (6S = BEVERLEY SIMPSON, = ACKE INGER) 25: Helle JS: Hel Jacki Singer here Ca Iapeakto Beverley Simon pleas? 85, Speaking Hw ean Lhelp yout IS: Fvegota problem. Icant meet yours, Vanes Gordon, next ‘Wecnesy Somethings ome. 85: OK, Tl pasonyourmearage muro we cn aeangs anor 15: Thanks ery much Bye ‘D1 TRACK39 (= MICHAEL BENSON, SC= SHEILA CLARIQ cau? MB:Good morning isis Michael Beason, PK} lectzones. Oh, hallo, Michal this s Shell Chak. What the problem? ‘bse about he delivery of mobilephone. {want S008 1S. ‘Sc: Sorry boat tat. i del with timmedate ‘Mi Good. need then bythe end af the week. 1K Ws ao problem. Bye for now, (thanks for your bel. Bye. ‘COLTRACK 40 (OR » DENISE ROBBINS, lt) = MIKEJACKSOM) eu DR: Good momsing, Harding Kitchenware, Denise Robbins speaking Mj: Halla myname lei scan. Tm phoning about myshare ‘hore ar na instructions inthe package DR: Oh dear Soret Which models? Mj: Holdon chock 1s the PT1095 model DR: oy iat catch tht Could you repeat please? DR: Gott send you some new instractions ight away. (CL TRACK 41 (DP = DAVID PATTERSON, |® = JIM ROBERTS) DP: David Paterson eve, Hudson and Compan. Can Ispeakt i Roberts please? I Speaking. 'DP. Theres problem with the invoice you sent me. Re Ob, realy? 1: Yas, Lean reat vory wll The woeds are na eae, Rs Aly sorry about that. DP: Also [tink the figures are wrong, IRs Took nto the matter and send you another invoice Is that OK? DP: Fine, Thanks very mach, ontrack 42 uesrt £ don like my bedzoom all ely small and dat There no light in the celing, and ono ofthe table ights is broken. Ther’ ot of noise outside the window, and I dant have aview ofthe city Al the vallsare _rey and there ae pictures. The gym as no equipment, nd the sauna Isnever open. con TRACK 43 ssuesr2 [My bedrooms too smal Iti brght andthe walls are grey The ‘atheoom st well equipped. There® no bth, and the shower docsnt work wel Tehas Intemet, butit' so expensive to use $10 an hour! Ibave an old television the siting rom. There are no satellite programmes, just three ‘orfour local nas, 50 I cat watch TV inthe evening covTack aa ‘suest3 "mot happy with che apartment The bedroomis oo smal, andthe aie conditioning doesnt work. The siting room doesnt have enough frst “Therisjustnc old sof and no desk Tike to sw ever day but the pools too small and the wate st clean. Te erace and garden arene buc ter no arnitare there no table or cals. A nights ery nosy outside the baling. con TRackas, surest “The apartments Took god inthe advertisement, but when you gt here,-vecyting’ different. The heach is about 20 lometes aay, at jst ew ‘minutes by ca. And there are so many people on i. There’ 0 sand, ether, hte that kind ofeach, don't you? WORKING ACROSS CULTURES 1 ‘cor TRACK a6 Understanding dining habits in diferent cleuresis important fyou want to build strong busines lationship. The key is preparation. So, before you goto another culture, ind out about thei dining habits Inthis workshop, we ae going to Tok at seven areas that you should research before you travel abroad. Yilstat with avval- Ist mpertant to be puncte, to ative on time? For «example n Denmat, its nt good to arrive ate. But in Tay, you can arrive atdinner up to 30 minutes late Secondly seating Who sits where? Should you wait before siting down? For example in Germany, tis good manners to wat until youare shows, hereto sit “Thiel how much teat? Tn Norway, Malaysia and Singapore, is rude to leave foo on your plate. Butin Egypt and China, leave a litle food on your plate to show you at ul Fourthly, what yu use to ext. Do you ate «knife and fork, chopsticks or hands In Arab cultures, you should not eat with your lft hand. Tilmoveon to drinking In some cultures, alcobolisnotallowed, And in, other countries such as Korea, Japan and Russa, itis ade or unlucky t9 pour your own drink. [Body langaage is anther important area. sit bad behaviour to rest your clots on the table ats in Germany? "iol leaving, In Ching its common to leave soon after your med “However, in Colombia, its polite t tay for awhile after the meal ‘We will ow look t each ofthe seven area in det but remember if you sare not sure what to dot the dining able then do the sme a your host ‘other guests who know the culture. UNIT 4 TRAVEL ‘COL TRACK 7 (C= CUSTOMS OFFICER) CDo you have any duty-free goods? Please open your sites, cot TRACK 48 (P= PLOT cexraacr2 Ps "Thiss yourpilet speaking. Weare now ying a 30,000 fet ‘CDLTRACK 49 (A= AIRPORT ANNOUNCER) cxraacr3 ‘Az Passengers for fight GAG42 to Rome plese goto gate 26 (DL TRACK50 (T= TRAVELLER) exracr4 Te The Hotel Excelsior, pease (D1 TRACK 51 (T= TRAVELLER) exact Te Asingle ticket to the city centre, pleas, (DL TRACK 52 (F= FLIGHT ATTENDANT) sxrRAcTS. lease fasten your seatbelts nd switch of any slctronic devices. (D1 TRACK 53 (A= STATION ANNOUNCER) extaacr7 ‘Av The next tain eaves Groen platform 8 (CLTRACK 54 (G= GUEST exer Gt Can Thave an alarm cllat 6am, tomorrow; please? (COL TRACK 55 perl Antentionall passengers on platform 1. The next tain to arsve the 1:32 to London Pasengess on platform 2, the next tran to Manchester isat M0. COL TRACK 56 pane Fight BAL2S isnow boarding at gate 17, Plate goto the gate now: Flight {JA327 isnoye boarding at git 23, Pease go tothe gate ow Last cal forall passengers fr flight SA238 at gate I2. The gat closes ive minates. COL TRACK 57 maar |: Can checthe ime ofthis aftemoonis trai to Fainburgh? 3B: Yes st eave at 1425 from platform 7. No, sorry that's wrong. im looking at Saturday. ts 1416 rom platform 5. AUDIO SCRIPTS. con TRACK 58. awa Hello, Neptane Travel, Hella. Tike to book fight rom London to Hamburg on Sunday. Certainly le se, Er, there are fights 3¢ 9.30 am. and 3.30pm, ‘The 9.305 best What time docs tative? 1145, “Tha fine So thats BASH from Heathrow Terminal S (D1 TRACK 59 l= INTERVIEWER, {C= UZ CREDE Why do you goon busines tips? Uc Thereare two reasons that oo busines rips. Theis sto work with ny cen who arebased all over the word Atthe mement travel to Amsterdam about every month. The second weasam sto vst snycollesgues. They re based a Singapore and Chicago, an wave totee them about tice aye Andin between iy contac them by phone and video conrencing te Which is your fours busines locsion, and why? Lc: My faowtit loation i ou Singaporean ofc, And the reason Tike that alot is ecause its based in the ol tow of Singapore, and aot ‘nthe busines dst thas alot of character, andits rato be sbleto experience Sngppore i, ater han jst te tele fo the ‘sincere, 1 TRACK 50 (= INTERVIEWER, {C= LIZ REDE) ie Whats your fivourte way of velig? 1c: My favourte way of woven oy busines clas. That allows me to ‘nto alusines lounge andar mel before 1. A then once Timon te plane, havea seat that zn lata a be, and that’ ret for gtingslep before are at the other end te Doyouliketostay inthe same hotels? UC Yeo do Travel lotandits reat when I go backto a hotel and they recgnise me, hey know myname and they know what ike odoin theotel And theres one particular avout in Amsterdam that go tor whae they remearber what favourite den (D1 TRACK (PR= PAUL ROBINSON, JP = JUDITH PREIS) PR: Paul Robinson speaking, JP: Ohl Pel Tiss Judith Pres here. PR: Hi Jud, 1B; Paul Tm caling abou thst meeting, Can you ake next Wednesday? PR: Tm sory jucith Ica Bt Lean make Thorsday or Friday Wel cast do Thursday but Fridays OK OK. Friday tis. Can we mectin the morning sy 100k? Ten otocks fine Oh, and ea ing my colleague, Sabrina? You met erate conference PR: Ofcourse, an pik you up from he ation ifyou ike JP: Grea See you on Fn. Bye (D1 TRACK 62 (R= RECEPTIONIST, S = SIMON) Rell Capi Hotel How can ely you? 5: Hella Tike to books room rom Monday the 10k to Wedaeday the 1th ofthis month Right. etme check es, we have some rooms then, Do you want singe room ors double oom? Single pease. With bath ora hower? bath pease Fine iw chs per night 120 euros, OK. Sothat single room wil bath fortwo nights And yout aiving onthe 1s srl lavingon the 12? Yes that Whattime doy thik you'll are? About 6pm. “That fine. Can Lake your creditcard deals plese? ‘DITRACK63 (CO = CONFERENCE ORGANISER, GC = GUSTAV CONFERENCE CENTRE) 6eC-Gustay Conference Centre 0 Hello ll Damood ere fom JooC Designs GCC, fil howe can help? CO: Wi we want to have more members of aa our confeence, Weld like to have another 30 employees shat OK? cc. met sur ely 50 you want 5 people at the confeenc at 35? 0: Thatrght 6CC:MmCanTcallyou bck? talkto my coleagues nd et you know (0: OK, please do your esto Thanks. Goodbye pyryneRe 161