Includes: Vocabulary Practice Functional Language Practice Optional Grammar Practice Writing Plan PagesBurlington Professional Modules: BUSINESS ADMINISTRATION & FINANCE Workbook by David Walker Burlington Books PO, Box 54411 3721 Limassol Cyprus Burlington Books is a imprint of Danos Books Li ‘The publisher grteflly acknowledges the following for providing photographs All borgraphic images in this publication are © Shutersock Inc All sgh reserved by the publisher No pat ofthis publication may be reproduce, tore in a ere sytem or transmitted in any form o by any ‘means ~electonic, mechanical, photocopying otherwise witht permission in wet Hom the publisher ISBN 978.996251-056-6, Copycght © 2013 Buringion Books 10 09 08 7 06 05 04 03 02 2221-20 19 18 17 615 18re ee PEE 10 Contents Vocabulary and Functional Language 4 Grammar Practice: to be, have got, 48 Personal and Object Pronouns, Possessives Writing Pian Pages 86-87 Vocabulary and Functional Language 8 Grammar Practice: Present Simple, 48 Imperative, Let's Writing Plan Pages 88-89 Vocabulary and Functional Language 8 Grammer Practice: Present Continuous, 50 resent Continuous / Present Simple Vocabulary and Functional Language 10 Grammar Practice: Thora is /There are, 52 Quantiers and Determiners, How much / How many Past: fo be, There was / There were Vocabulary and Functional Language 12 Grammar Practice: Pest Simple 84 Writing Plan Page 90 Vocabulary and Functional Language 14 Grammar Practice: be going to, 56 Present Continuous with future meaning, | Future: will | Vocabulary and Functional Language 16 | Grammar Practice: First Conditional, 58 Zero Conditional, some / any / no compounds Writing Plan Pages 91-92 Vocabulary and Functional Language 18 | Grammar Practice: Modal (can, could, 60 must, mustn't, should) | Writing Plan Page 93 Vocabulary and Functional Language 20 Grammar Practice: have to / don't have 62 fo, don't have to / mustn't, ‘may / might, Reiew of Modals \Whting Plan Page 94 Vocabulary and Functional Language 22 Grammar Practice: Comparative 64 adjectives, Superiative agjectives Writing Plan Page 95 nN 12 13 4 15 16 7 18 19 20 Vocabulary and Functional Language Grammar Practice: Comparison of adjectives, Adverbs of manner and. degree Vocabulary and Functional Language Grammar Practice: Past Continuous, Past Simple / Past Continuous Writing Plan Pages Vocabulary and Functional Language ‘Grammar Practice: Present Perfect ‘Simple Writing Plan Page Vocabulary and Functional Language Grammar Practice: Present Perfect Simple / Past Simple, used to Writing Plan Page Vocabulary and Functional Language Grammar Practice: Past Perfect Simple Vocabulary and Functional Language Grammar Practice: Relative Pronouns Vocabulary and Functional Language ‘Grammar Practice: Reported Speech Writing Plan Page Vocabulary and Functional Language Grammar Practice: The Passive Writing Plan Page Vocabulary and Functional Language Grammar Practice: Second Conaitional, Third Conditional Writing Plan Page Vocabulary and Functional Language Grammar Practice: Grammar Review Writing Plan Pages 24 Cy 26 68 96-97 28 70 98 30 72 99 32 74 34 76 36 78 100 38 80 101 40 82 402 42 84 103-105, | |Who says it? Circle the correct answer. 1. "We need to find four more workers for the ‘Accounting Department.” a. an Accounts Assistant b. the Human Resources Director 2. “There's a mistake in this invoice.” a. a Financial Supervisor b. the Operations Director 3, "Shall | order more pens?" a. a Junior Administrative Assistant b. the CEO 4, “I can offer you an excellent price for this, product.” a. the Personnel Manager b. a Sales Representative 5. “This product wil sell wall in the USA.” a. the Marketing Director b. a Senior Administrative Assistant 6. "Please shut down your computers before you leave your office today,” a. a Production Team Leader b. the Head of IT Complete the positions. LF Rw D t 26 te v ° c as f a D t 5s rom m 6 P LA t Complete the sentences with the words from Exercise 2. 1. Mr Roberts’ always organises meetings for him. 2. The wants to start seling the new sweaters in France, The is meeting with his department to discuss ways to help the company make more money. 4, All of the directors make up the We've got a new - ‘She's making changes in the structure of the whole company. 6. Mrs Kirkwood called all the together to discuss holidays. ] Vocabulary and Functional Language 4. The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. 1. How would you be in charge of your supervisor? Is she nice? 2. Qur production team is trying to explain how to use a new product. We hope it will be ready in a month. ... 3. I would like Emma to hire this new project. and lead the team, - 4, Qurnew administrative assistant will develop me with the presentation. - 5, Mr Jones wants to sell a new Financial Supervisor. — 6. Susan, our Junior Administrative Assistant, will assist the new photocopier 7. We can describe those bags for at least £30 each Write the correct words under each picture. car park + warehouse + ground floor tollets + reception + conference room top floor « lift + maintenancet . 6 Match the words in A to their definitions in B. A B e 2. cafeteria b. aplace where office supplies are kept 7 3. lobby c. a room to prepare food and drinks s : 4. enter @.aoom ate enrerce of buing 2 : 5. ext . come into a building Ss : 7 Write the correct sentence under each picture. ‘Turn right. + Go straight. + Go up the stairs. + Tum left. + Go down the stairs, EORBEH : 8 Look at the floor plan and complete the sentences with the words below. opposite + go past * on your left + between ¢ in front of * behind at the end of the corridor * on your right 1. The Marketing Director’ office is the Financial Director's , ae fice and the CEO's office, 2, The Financial Director's office is (‘a Room 101 Department is A te 4, Flom 103 and the CEO's offce are i if 5, When you leave Room 102, you see } loom 103 fo 6 the Sales Department and ae you'l gee Human Resources on your it. 7. When you exit the lift, the kitchen is you and the toilets are ' the kitchen: || mate t 8 to form sentences. A 8 | 1. The Human Resources Department is. a. around our offioes. 2. Your job will be — b. the Senior Management sit? | [eres De erent | 4. show you ds something to drink? 8. Would you like e. with Amanda Gilmore. 6. Where does f. on the second floor 7. ve got an appointment g. tothe tolets?Match A to B to form phrases. A B 1. search a. incoming calls 2. answer b. documents 3. keep cc. the Internet 4, fle d. alog ‘Complete the sentences with phrases from Exercise 1 1. We always ne that We might need later. 2. Fiona must - of all of the mail she receives, 3. Can you for hotels in Rome? 4. Always —. quickly, We don't want to keep customers waiting on the line. Complete the phrases with the missing letters. 1. A: Can speak to Miss Fraser, please? B: I'm sony. She isn’t in her office, Can | the mini-dialogues to. am 2 ‘A: Yes. Please tell her that Sarah phoned from the bank. B: No problem. I'll d the m as soon as she returns, 2. A: I don't know how to get to your office. B: Is YOU af... with directions, A: Could yous mean e-, instead? Then | can read it on my Smartphone. B: Certainly 3. A: I've got a meeting tomorrow with the sales department. I'd like you to t NA. ~~» S01 Can hand it out at the beginning of the meeting B: OK. We've got several new custorners, Would you lke Me 0 Use wo ne the More 1 with their names and addresses, so you can give it to the sales reps at the meeting? Good idea. Thank you. ‘Some new customers are coming to see our offices. | will be in a meeting until 2 o'clock. Could you please r —— thev 7 Wi}join you when | can, B: No problem. I'l offer them something to drink Re 2 Vocabulary and Functional Language 4 The phrases in bold are in the wrong sentences. Write them next to the correct sentences. 41. It important to write down what people say at the meeting. Will you show our visitors, around? 2. Mrs Hall can't speak to clients today, ‘She asked me to order supplies. 3. Mr Forest asked me to schedule a Meeting for him and to send it to the CEO, 4. We need to discuss our marketing plan. Let's take minutes for tomorrow afternoon. 5. Megan tnes to screen her calls at 10 am, but sometimes the postman comes late, 6. Nick, can you type a letter? They want to 828 Our OfffC@S, . 7. Please ask Lucy to distribute the Incoming mail. We haven't got any folders. Complete the sentences with the words and phrases below. spreadsheets + keep track of + word processing Prepare a presentation + data entry 1. Let's look at these and check our sales over the last year. 2. Anthony is giving a talk at a conference, so he needs to 3. A,Junior Administrative Assistant often needs to _- office supplies and order supplies when necessary. 4, A Senior Administrative Assistant should know and ‘Complete the sentences with the phrases below. a packet of + a pair of + a roll of + a box of | a sheet of 1. Tllwrite down my address for you. Have you got paper? 2. I want to cut out this picture. | need scissors. 3. had _—.-» sticky tape, but I can't find it. Can | use yours? 4. I'm going to the stockroom to get staples. Do you | need anything? | 5. I need to make sure everyone at the i meeting has got paper to write on. I need writing pads,7 Write the correct words under each picture. filing cabinet « photocopier « waste paper bin coat rack + projector + air-conditioner 8 Tick the sentences that are true. Pay attention to the words in bold. 1, The weight of an item affects the shipping cost. 2. You use a scanner to type a letter 3. Aninvoice tes you how good a product is, 4, The delivery date tells you when you will receive an item, 5, If the quality isn't good, people won't want to buy the product. 6. The price per unit is usually higher when you order more units, 7. You use a shredder to destroy documents. ‘Write the sentences in your language. 1. You're responsible for receiving visitors, 3. Would you please type this letter? 4. I'd like to order some supplies, please, 9 Match A to B. Pay attention to the words in bold. A 1. You charged me £20 for four rals of sticky tape. This is only the subtotal 8, There's a special offer on this product for one week only 4, We expect to receive your payment within a week of delivery. B a, So humy up and place your order. It doesn't include tax. Please send us the money as soon as the delivery arrives. d. That's too much! I's a mistake, 10 Circle the correct answer to show you understand the words in bold. 1. Quantity refers to a, how good something is . how much of something we've got 2. Ifyou get a discount, you a. pay lass b. pay more 3. Ifyou run low on something, you a. haven't got enough of i b._ don't need any more 4. When you run out of something, you a. haven't got any at all . have got enough of it 6. What type do you want? 7, We've run out of staples. 8. it should arive by 9.00 tomorrow.Match A to B to form phrases. A B 1. dial an outgoing message 2. contact _ b. youraccess code 3. press cc. the phone number 4. listen d._ to my incoming messages 5. record 2. this button 6. enter someone Complete the mini-dialogues with the phrases you formed in Exercise 1. 4. A: Did you |'gave you? ‘Yes, but there was no answer, My voicemail isn’t working, I inthe IT department and they'll help you. 8. At Are you going to 2 B: Certainly. | want people to know they've reached the correct number, 4. A: want to check my phone messages. B: OK. First of all, you have to 5. A: How do transfer a call? 8B: next to the red light. 6. A: Someone called you while you were at lunch. B: Oh, thanks. 1 to find out who it was. The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. To hear the end of the message, you should location it 2. He picked up the cord and said “Hello” 3. I turned up the receiver on my phone because I couldn’t hear it ring, 4, Don't modify that message. It's very important, oo. 5. You can listen to your voicemail from any fast forward . 6. I want to save the beginning of my outgoing message. I's not very clear, - 7. must sit at my desk when | talk on the Phone because my phone has got a short volume. — 8. I'll delete that mes age. | might need it later. 3 Vocabulary and Functional Language 4 Complete the words and phrases in each sentence with the missing letters. 1 | couldn't reach Millio all day because her phone was On... t i Please don't put me on i don’t want everyone to hear me. Bill has got such a |... — voice. Please ask him to talk quietly. | couldn't hear some of the message. I'l r it and listen again. Let's r everything you learned. It's very important that you understand Is it possible tor —-- messages that | deleted? want tor: my outgoing message to hear how | sound. 5 Write the correct words under each picture. icon + lower case letters * paragraph + italics underline + upper case letters a a ABCDE AbCdE 5 AbCdE (09) abcde 6 Match the sentences in A to the responses in B. Pay attention to the words in bold. 1 2. 3. 4. 5, A | want people to pay attention to the dates. want to see your photo. How do | open this program? This invitation is hard to read. I've finished working on the computer, B Double-click on the icon, ‘Then you should log out. ‘You should bold them, Vllsend you an e-mail with an attachment. Maybe you should use a different font. ea9oR> 4 . 7 Match the words in A to their definitions in B. 10 Circle the correct answer. A B 1. My... is davidw, 6 1. Usemame a. acomputer filo which is @. username —_b._altachment 2. bold ‘sent together with an e-mail 2. You should read this message. I'll... it 3. password b. the area in an image behind to you, 3 eee ae cca ek. trans ’ 5. attachment ~ © Your identification 3. haven't got much time. I. to that § d. asecret code ‘e-mail later. 3 ‘ a print that stands out @. copy b. reply 3 , 4, Oh, nol I've forgotten my ... again! 8 Complete the sentences with the words a paragraph —b._ pasword. ee 5. When you type the name of a book, reply + desktop + copy + forward + paste RTCRGUEI Use login a. italics b. font 1. Before you start working on the computer, you have to 11 Complete the sentences with the words 2. Ifyou want to use the same sentence in a that you didn’t circle in Exercise 10. diferent place, you can the 4. Can you Seer gon sentence and then it and send it to me? 8. James wants to read the mail| got from 2. Please send the e-mail again, You forgot i Helen, so Il itto him, to add the 4. want to answer this mal, 60 I'l use the 3. ke the lower case letors in this function. : 5. | keep all my important files on my 4, Please. at the end of ~ the day, vomaton nhs. 9 Tickine sentences that ar ru, Pay atontion cou nomen to the words in bold. "y 1. A flow chart is a type of diagram, 2. Alheading comes at the end of a paragraph. 3. You often use bullets when you make @ ist. 4, You undertine the frst word of every paragraph. 5. Arow's horizontal and a column is vertical 8. You should type with dark letters (on a dark background. 7. When you eut something, it disappears from the text. Match A to B to form sentences. A B 1. How do! check bold the instructions 2. First enter b. to the end of the paragraph. 3. Press 1 ©. my incoming messages? 4. would move this sentence 4. big enough? 5. think you should e. your access code. 6. Is the font +4. tollisten to your messages. |10 1 ‘The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. 1, Can pay you with a customer complaint? 2. You often need to complete a bank statement when you're looking for work. 3._I'minterested in their products, so 1've sent them a job application 4, We've received a receipt from someone who was unhappy with our service 5. Acontract gives you information about your account. 6. Make sure they give you a cheque atter you pay for the items, ee 7. After they agreed on all the detais, thir lawyers prepared a directory. 8. Let's check the request for information 10 see how to use the photocopier. 9. The product manual gives us the details of all the companies. ‘Complete the sentences with the words below. stamp « sign + collect + sort + weight 1. Please the date. 2. After you finish writing a letter, you it each package with 3. Make sure the package is not more than 5 kg, 4. You the mail according to the department each letter goes to. 5. You have to = the outgoing mail every day and bring it to the post office. of each Write T (true) or F (false) next to the sentences below. You weigh something to see how big itis. 2. Domestic mail is sent abroad, 3. When you sort the mail, you put the letters in different groups. 4, Ifa letter has got two enclosures, there are two things in the envelope. 5. Intemational mail goes out of the country. _ 6. The recipient sent the letter. The sender pays forthe postage. You stamp the mai after you distribute it 4 Vocabulary and Functional Language — 4 Correct the false sentences in Exercise 3 without changing the words in bold. Use the words below. in the country + before « three + got + heavy 5° Match A to B to form sentences. Pay attention to the words and phrases in bold. A 1. When you write the address, 2. Please send all legal documents 3. Before distributing the mail, 4, The Human Resouroes department deals with 5. We sent the product last Monday, 6. At the post office, they will weigh the letter | B a. by registered mail | b. to determine the postage. ©. remember to include the postcode. d. but it hasnt reached its destination. ©. document the letters in the mail og 1. job applications, 6 Complete the puzzle accor 1g to the clues. FCITLE PTT ‘Across how tall a person is products to be sold package sent by mail easily broken how long something is ‘waite a word or symbol on something Down 4 2. check, examine 3. follow the progress of something 4, find out the size of something7 Complete the mini-dialogues with the words and phrases below. pick up ¢ this side up + good condition courier « insured + shipment + paperwork 1. At Areal the items in 0 No, I'm afraid one item was broken. B: 2. At Dol have to do all the a ‘Yes, write all the details on these forms. The goods were lost. Don't worry. Everything was Be 4, A: Can you mark the package ? Yes, I'l put a sticker on the top. When is the sooo going to arrive? B: Welll receive it next Monday. 6. A: Whois going to the package? The is coming at 11 o'clock, so the customer should receive it by 12. > ‘Complete the dialogues with the phrases below. includes the correct postcode + check all the items collect the mail + make sure + weigh the envelopes Dialogue 1 ‘A: What is the procedure for handing outgoing mall? Be Frat, you it to the maitoom. ‘At OK. Then what? Be Seu ta A; What do I check? aS Ne all letters are. signed. Then check that the address ‘A: What about postage? B Yous Ss and determine the postage using this chart le the correct answer to show you understand the words in bold, 1. You fil in a waybill when you send something by registered mail / courier. 2. When you label something keep away from heat, it should be kept in a coo! / hot place You use bubble wrap to protect / track anitem. | 4, Your signature is the special way you write your address / name. ‘You can wrap something in glass / paper. 6. You handle something with care when it's Iragile big. Circle the word or phrase that doesn't belong. 1. insure » mark * wrap + label 2. width + height + update + length 8. keep dry + special instructions handle with care + keep away from heat 4. waybill « invoice + receipt « paperwork attach our company label + delivered on time {ill in this form « put the goods ‘A: How do | prepare packages? BE First, YOu MUSt ee ina box. ‘A: Do | label the packages? B: Yes, you must? e . ‘A; What about the paperwork? tee — forthe courier ‘Then you must track the shipments. Why do | have to do that? To make sure the shipments are v2 1 Gircie the correct response. 1. When will our goods arrive? a. Let's ask the shipper. b. Let's ask the cargo. 2. How much space will they need in the container? ‘@._It depends on the volume of the goods. 'b. It depends on the shipper’ rates, 3. Whois this container for? a. Check under vessel in the shipping order. b. Check under consignee in the shipping order, 4. Where are our goods at the moment? a. Inthe quote. . In the container terminal 2 Complete the words and phrases in each sentence with the missing letters. 1. Ourf —¢ didn't arrve. Call the shipping company, 2. This company even ships to Australia. They offer w service. 3. ABC shippers are ar company. They always deliver on time. 4, ‘They are going to | the ship tomorrow. 8. Oure in Hong Kong called to tell me the goods have arrived. the goods onto ‘The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. 1. He gave us @ guarantee, but | think | can convince him to charge less. I'm sorry but this service isn't free of damage. You will have to pay for it. 3. These prices are very difficult to loss wit. They are very low. — 4. Unfortunately, because of the weather, we can't compete that the ship will ave in time. 5. The customer complained that the goods ‘were not free of charge. Some of the goods were broken, 6. The quote of the ship's cargo cost the company thousands of euros. 6 Match the words and phrases in A to their definitions in B, A B 1. cargo a. the place a ship is 2. port of origin going to 3. rate b. awritten promise 4. unload ©. alarge ship 5. port of d. the amount of space discharge inside something 6. vessel . goods 7. volume {take items off a ship 8. guarantee @. price h. the place a ship begins its journey Tick the sentences that are true. Pay attention to the words in bold. 1. The buyer makes the products, 2. If peaple don't make something in one country, they often import it from another country, 3. If the goods are damaged, you can complain to the supplier. 4. If you export goods, you sell them to foreign countries. 5. If you want to secure a transaction, it's ot a good idea to do a follow-up. 6. The profitis the money a company makes, ‘Complete the sentences with the words and phrases below. manufacturer « investment + profits + ensure requirements « risk + advantages start a business. 1. What are the. for exporting to China? Do we need special documents? 2. Sarah wants to but she hasn't got enough money. 3. That shipping company isn't reliable, You losing your cargo when you ship with them. 4. What are the goods by sea? Is it cheaper? ‘The mobile phones we ordered didn't work, The promised to replace them, 6. An American company made a large _— in our company, so we \were able to open a second factory. 7. How can that I don't lose any money in this deal? 8. Daniel's company is doing very well. Its sun F088 20% last year. of shipping o7 Match the sentences in A to the 8 Circle the correct response. responses in B. Pay attention to the 1. What is happening with the Pres-to contract? Z : rds in bold. worst a. Weare sillin negotiations. a b. We are doing a follow-up. 1. We need our goods to arrive 2. Our company is spending too much money. Ghickiy and without damage a. We must secure transactions. 2. Business is bad at home. . b. We must minimise costs. 3, We don't know which products to order. 3. Harry has just opened a computer programming company. ‘a. Some people say he's too young to run a business, b. Some people say he's too young to manage risk Shiai. We've got a new contact in india. 5. How did you find your supplier? a 4, I'mlooking for a new personal assistant. He willhelp us improve our a, Youhave to choose someone you can ensure trade there, b. You have to choose someone you can trust b. Don't wony, I take cave of ail 5. We need special plants to produce this medicine, but your shipping arrangements. (hairpins ©. We used a sourcing company. a, Welllhave to export some. 4d. You should choose things with bb. We'llhave to import some 2 high resale value 6. | want to ship some products to India. Can you help me? ‘2. Maybe you should look a. Possibly. Have you got any special requirements? for opportunities in foreign markets. b. Possibly. Have you got any special advantages? Circle the logical continuation. | 1. The shipment to Hamburg was completely free 4. They guarantee fast shipping. | of damage. a. You wil get a discount. | ‘a. The customer was very angry. b. Your goods will get there quickly, b. The customer was very happy. 5. They are offering the best rates at the moment, | 2. You mustn't risk a large investment at the beginning. a, You will pay less money, | a. You will make a lot of money. You can track their shioments. b. You could lose a lot of money. 6. Look for products that have got an advantage. ‘3. Why don't you contact a sourcing company? @. For example, products that are expensive. 2, They i hen 150 fd 9 suppiex: ©. For example, products that people really 'b. They'll send your cargo for you. need. 31 2, 3, 4 1 4 1 Tick the pairs of sentences with similar meanings. Pay attention to the words in bold. 1. I'm putting you through to the Marketing jrector, 1'm transferring the call to the Marketing Director 2. Use a friendly tone when you talk to customers. You should sound pleasant when you receive cals from customers. 3. You must speak in a loud voice. You must speak clearly, 4, Mr Waters will return your call as soon as he gets back. Mr Waters will call you back when he returns. 5. He always introduces visitors that come to the office, He always greets people who visit the office. 2° Match A to B to form expressions. A B hang ‘a. you on hold create b. up ask calls put 4. for permission transfer € positive impression 3 Complete the sentences with the expressions from Exercise 2. Pease don't to me during the meating Shall! - or take a message? it's important to — when talking to people on the phone, Wait! Don't yet. There's something | need to tell you. ‘You must = _to Use this equipment. Vocabulary and Functional Language 4. Circle the best continuation for each sentence. Pay attention to the words in bold. 1 ‘This is very urgent. a. You must do it now. b. You can do it later, ‘The line is busy. a. I'mputting you through. I'm putting you on hola, Mrs Dixon is out of the office right now, a. introduce you to hee b. Would you lke to leave a message? Nicole always behaves professionally. a. She's an excellent personal assistant. b. She has got a lot to learn, V'd like to leave a message for Mr Brown, @. OK. Should ! put you on hold? b. Certainly. Who's caling, please? Match A to B to form sentences. Pay attention to the words in bold. 1 2 3 4 5 6. A Please remember to announce You can call him directly Please avoid | answered the phone ‘You must speak clearly ‘You create a positive impression B if you have his extension number. when you give @ presentation, the caller, when you act professionally. eating at your desk. attr the first ring, ee eaore6 Complete the puzzle according to the clues. ‘Across + 2. relating to, about talk about something with other people not free to do something request asking a company to supply products happening now Down { 1. extremely important 8. say something while another person is speaking 5. something that must be done before other things 7 Complete the mini-dialogues with the words 8 Complete the sentences with the words and and phrases below. phrases below. reach + go over + as soon as possible handles problems + let me know essential + comments + currently is on another line + missed a call » specify get back to you + out of town no reply * was cut off 1. At I'm sorry, but Mr Hunter is 1. 'm sony, the line unavailable. What did you want to ask me? B: Can you tell him to cal me back 2. There was sory a to reach him later. 2. A: Mrs Bradley is 3. The Senior Administrative Assistant this week, efficiently and B: Is there a number where | can professionally her? 4. Ms Parker She'll get 3, A: Can you this back to you! contract today? 5. Can you when the B: Certainly. I'l do it this afternoon and give shipment arrives? | itto you with my 6. Thay didn't the details | 4. A Its that | speak to of that order, | Mr Owen about this probiem. 7. You while you were B: OK. Ital him to ut of the room, immediately. Write the sentences in your language. 1, May | ask who's calling? | understand Richard Adams was looking for me, 4. One of the sales reps tried to assist us. 5. We only consider offers received in writing, 8. Mr Spencer is currently unavailable, but he's specified the issues to me. | | | 4 Tar gion rman ope sais | |6 1 Circle the correct answer in A. Then match the sentences in A to the responses in B. Pay attention to the words in bold. A 1. We must cancel / attend the meeting with the CEO because he is il 2, I'm sory, but Thursday doesn't notify / sult ime. Shall we have a 15-minute participant / break at 11.007 4, Can you book a conference room / ccheck the diary from 1.00 to 8.00 for our meeting on 14th May? 5. Mr Fields called to say he's running late and can't confirm / make it at 2.00. 8 a. Yes, and we'll have some light refreshments then. b. OK. I'll try to postpone his meeting with Ms Weight to 3.00, c. So what day is convenient for you? Shall we reschedule? fe. Sure. Would you Ike me to organise the equipment as well? Circle the correct answer to show you understand the words in bold, 1. How long / Where wil he mesting take place? 2. ‘They're having an off-site meeting in Mr Meyer's office / at the Plaza Hotel 3. How many / Viho participants will there be? 4, Mr Roberts’ PA called to confirm your cat / 9.00 meeting 5. Who / What is going to attend the meeting? Complete the sentences with the words and Phrases below. last minute + notify + on-site meeting hold a meeting + previous commitment let's try for 1. I'd ike to with the department heads on Sth June. 2. Iknow it's but can you be here this afternoon? 3, Tuesday doesn't suit me, so Wednesday moming, 4. Will you me if you change your plans? 5. itsan in the big ‘conference room on the third flocr. 6. I'm sorry, | can't join you for dinner because I've got a. a 7 Vocabulary and Functional Language 4 Complete Jessica's “To Do” list with the words below. confirms * book a conference room « notify Participants « light refreshments + organise CCREECE LEE EEE Eee Eee To Do List for 25th January Meeting rene from Mr Larson. all the staff about the + Make sure each persor attendance by 15th January. o for 25th January, from 10.00 to 2.00. ©? osu seen eQulpment for presentation, © Onder & = cold drinks, biecuite, fruit 5 Complete the words with the missing letters under each picture.aorta deanna imntaealenatineemmenannatiinedl 6 Replace the words in bold with the words below. Do not change the original meaning of the sentences. ‘Number the sentences in the correct order take care of » accurate + provide + beverages + set up + venue Have you got an exact number of participants? Wil you find a suitable place? ‘You will handle ali customer complaints, We must prepare the equipment for Mr Anderson's talk Will you order the drinks for the party? : Our company will supply all the necessary equipment. — Match A to B to form sentences. Pay attention to the words in bold. A B 1. At what time will we have access a. to the auditorium? 2, We've got a budget of — b. or online, in advance. 3, We're going to have a buffet lunch and a catered dinner. 4, We're going to have a large exhibition 4d. £25,000 for our annual convention. 5. Registration will be between 8 and 9 at the convention hall... @. with a display of all our products. Complete the sentences with the words below. buffet lunch + display + event + detail » memorable + success 1. They had a wonderful Of their amazing products, 2. itwas a... experiance. 3. You could see that they had planned every 4, The was fantastic - the food was delicious, 5. The began at 9.00 am and finished at 6.00 pm. Everyone was leased and said that it was a great to form two dialogues. Dialogue 1 Dialogue 2 ~ @ Unfortunately, we're going to have to ‘a. We're going to need the venue from 5th Postpone the meeting, to 7th May. . Wednesday will be fine 'b. Right. I'l contact a few places and get . Ms Hart has got a meeting with Mrs Stone quotes, and I'l organise the equipment. ‘scheduled for Tuesday at 11.00 am. i ‘¢. OK. When are we going to need it? Yes, let's try for next week, d. Wil you require any special equipment? @. Would you like to reschedule now? @. Zak, I'd ike you to look for a venue for our 1. Yes, | saeit in Mrs Stone's diary annual convention. 9. Would Wednesday, 12th June suit Ms Hart? |. 1, Just standard audio-visual equipment18 Complete the sentences with the words and Phrases below. line of products + board of directors handed out + opening remarks + closing session summarise 1. Mr Bryson welcomed all the participants to the conference in his = 2. The company has developed an exciting new 3. This report is very long. Could you _ it for me, please? 4, The Managing Director gave his final presentation at the of the conference. 5. At the beginning of the meeting, the Financial Director the financial report to the Write the correct words under each picture. name tag + attendance list + demonstration {ree gift + conference call « brochure 8 Vocabulary and Functional Language 3 Match the type of meeting in A to what someone might say at it in B. A staff meeting brainstorming session briefing meeting orientation meeting board meeting B a. “Should we sell the factory in Poland?" b. “I'd lke to go over your requests for holiday. cc. “T'dlike to discuss what each of you is going to do in the new project.” d. “As new employees, there are some things you should know.” “What if we use different colours? Maybe we could make it bigger: Circle the correct answer. 1. The postman delivers the mail a. daily b. quarterly 2. The ... Christmas party is next week. a. annual b. monthly 3. The Financial Director prepares a report every three months. It's a... report a. weekly b. quarterly 4. ‘There are ... staff meetings every Monday. a. weekly b. annua 5. Most workers get paid a ... salary. a. dally b. monthly Complete the sentences with the words and expressions below. major + pros and cons + clarify + objective focus + task + training 1. Our. _—..is to become one of the biggest fashion companies in the area 2. What are the. of exporting to China? 8, Allof our new employees receive when they start work. 4, In my opinion, we have to choose one product and ont. 5. High shipping costs are a problem for exporters, 6. The Head of Marketing gave Tom the of preparing the report on our business in Poland, 7. [don't understand. Gan you that for me, please?6 Match A to B. Pay attention to the words in bold. A 1. Richard couldn't answer the customer's auestions. 2. The Managing Director won't be at the meeting, 3, Why didn't Kate come to the meeting? 4. Who is going to prepare the quarterly report? 5. How much time have we got to finish the project? 6. This report has got a lot of important information. B @ Mr Evans assigned the job to Anna, . That's why we have to analyse its results very careful, ©. thas to be done in a time frame of four days. d. So we won't be able to make any key decisions. He wasn't prepared for the meeting, f. She was absent that day, Complete the sentences with the words and phrases below. The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. Have you got any actions to giving the job to Nick? Who is going to attract at the conference? 8. Thanks to the objections of our factory in Greece, our sales have increased by 159% aa 4. You shouldn't have done that. We lost a lot of business because of your expansion. 5. We can raise more customers by offering larger discounts. 6. Are you going to take notes the topic of foreign investment at the meeting? Complete the words and phrases in each sentence with the missing letters. company offers a large 28 on On OF products, 2. LWASH't om mae at the meeting, So | don't know what they decided. 8. We have to agree on Some io.uU@ before we can deliver the goods. 4. Sue wants to a_.a e the situation before she decides what to do. 5B. Lets 2... — Fn an the French proj he’s an expert on France. t to Ben - your notes + go over * key + CEO « the participants + details * everything + objectives name tags and brochures + read through the agenda + greet + opening remarks 1. Lets s ou the programme so you can take care of all the 2. The reps are going to 8. Fest, the on : 4. To prepare for a meeting, | ae of the meeting are, 5. Don't try to write an = Se decisions. 8. Type up... customers and hand out s has got ten minutes for her... & Carefully and | make sure | know what the ‘down, but you should concentrate on the and then send them to a 920 1 Complete the puzzle according to the clues. fel TI 2 Circle TWO correct answers. 1 We can get something to eat at one of the food booths / trends / stands. You can see our deposit /Iogo / slogan on all our posters. Each rep should make sure to have enough business cards / pamphlets / commercials to hand out to customers. We must have a stand for our fields / promotional material / catalogues. Our booth features / stores / displays photos of our products. 3. Tick the pairs of sentences with similar meanings. Pay attention to the words in bold. 1. We must sign up for the convention by 20th March The last day of registration for the convention is 20th March. 2. We'll have a banner with our company's name, logo and slogan, Our business card will Include our ‘company’s name, logo and slogan, 3. Did they have any samples? Did they offer any giveaways? 4, This is an award-winning fim. This fim got prizes. 5, We need to have some storage space for our promotional material We need a place to store our catalogues and pamphlets. 6. He made a video clip showing the company's new product. He created a commercial for their new product. 7. This exhibition attracts a variety of people. Many citferent kinds of people come to this exhibition, Q Vocabulary and Functional Language _ ‘Across -* 1. a detailed descriotion of how something should be designed or made Down 4 show something to the public money you pay when you agree to buy something ‘a symbol that identifies a company something that is naw popular 2. a very thin book that gives information about something an area of work or study 4, a.small amount of something for people to try fe the mini-dialogues with the words slogan + sign up + catalogue + exhibit deposit + promotional material « stand + logo 1 ‘A; Gan you send me some so | can see your products? Yes. I'll send you our ‘A; What are you going to in your booth? B: We're going to have a with our books and software. A WE NAVE 10 sennen exhibition today, B: Right, and | believe we must send a for the ‘A; We need to design a for our company. B: Yes, and we also have to think of a good 5 Match the sentences in A to the responses in B. Pay attention to the words in bold. Oo ReNe A We're trying to sel our products in China, My grandfather started his business in 1931 Iidlike to hear more about your other products. I'm sure this company will do well | can write computer programs. | realise it's a dificult project, $0 I'l assist you. B a. Thanks for showing interest. 'l tell you all about them. b,_ I's a good idea to enter the market there. That's thoughtful of you. d. It must be a well-established business today. e. Yes. Its got great potential {. That's an important skilMatch the sentences in A to the responses in B. 6 Match A to B to form phrases. A B 1. make a. interest 2. show b. amarket 3. achieve c. youac 4. give d. small talk 5. enter e. your goals Complete the sentences with phrases from Exercise 6. 1. Did he when you told him about the services we offer? 2.1 next week and we'll discuss the issues. 3. Inorder to = you have to do research to learn about it. 4. When you... ata business event, you may create business opportunities. 5. Inorder to _. = + you will have to work very hard, The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. 1. We'd lke to represent our line of products. 2. After the valued customer closed his business, we had to buy parts from another company, — What company does she exchange? 4. Software development is a vendor, so it's @ good career, 5. MIG is a rapidly-growing field, so we do our best to please them. 6. Let's expand business cards and meet some time next month, A We'll need a big banner with the company logo and slogan. 2. What are we going to feature on the laptops? |. Where should we put the giveaways? Hi, 'm Megan Roberts. | represent ABA Import & Export ‘We produce mobile phone accessories. ‘Which markets do you serve? ‘Why don’t we exchange business cards? 9 eaece Circle the correct answer to show you understand the words in bold, 1. Ifyou ask about someone's age, you want to know a. how old he b. iffhe’s married 2. When you make small talk, you may talc about a amajorissue —_b, the weather 3. When you increase your business, you do business, a. less b. more 4. When you ned, you show that you a. agree b. disagree 5. Ifa product is hot, ... people are buying it a many b. not many 6. In order to make the conversation flow, you must a. listen carefully _b. ask questions 7. Ifyou want to read someone's body language, you b. watch them a. listen to them, ‘They can go on the main stand. Right now, we only serve the domestic market, I've read that it's a rapidly-growing fle. ‘A video lip of our robot in action. Nice to meet you. I'm Luke Kennedy from Random Smartphones. Sure. Here's mine. Right, and three laptops at the booth,22 picture. driving licence + gate + check in » boarding pass ‘overweight luggage + passenger 2 Complete the sentences with the words below. waiting list + stopover + via + inbound flight eticket + land 1. Mr-Cook flew to Moscow Bertin 2. Please send my —to johnd@mail.net.uk, 3. We had a 7-hour— in Paris, so we visited the city. 4. When the plane began to we could see the whole cily below us. 5 The Is very fong. don't think you'll get on the fight. 6. Jo was excited on her because sie wanted to get home. Complete the words and phrases in each sentence with the missing letters, 1. What is your time of a Atlanta? The airine gave Angela av for a sandwich ano a drink, 8. You should be at the airport at least two hours before your d — time, 4. ‘They showed an excellent fim on our ° f - in ] O Vocabulary and Functional Language Write the correct words or phrases under each ‘The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. 1. We're planning to drive a lot in France. We need driving licence. 2. can't drive because | forgot to bring my passenger. — 3. You have to take out unlimited mileage in-case you have an accident. 4, How much does it cost to drop off in Greece for two weeks? Mr Everett will make a reservation the ‘ear at the airport at the end of his holiday, 6. Please make sure that your insurance is wearing a seat belt 7. Id ike to rent a car on tomorrow's fight to New York Circle the correct answer to show you understand the words and phrases in bold, 1. The flight is fully-booked. a. There are some places left. b. There aren’t any places left. 2. The airine cancelled the ten o'clock fight to Brussels, a. It left at eleven o'clock. It didn’t leave at all. 3. Mr Green's fight to Bratislava was delayed. a. It left two hours late. b. Itleft on time. 4. 110k a direct flight to Rome. ‘a. We stoppad in Zurich on the way. b. We flew straight to Rome. 5. Susan booked a retum ticket a. Her fight home was included. ©. Her fight home was not included, ‘Complete the chart with the words below. drop off * seat assignment + take off make a reservation « one-way ticket « itinerary driving licence « unlimited mileage + insurance boarding pass7 What do the people want? Write the correct phrase next to each sentence. business centre + laundry service + half board luxury suite « fitness centre + double room 1. "I've got some shirts that need washing.” 2. “Inged to send some e-mails and a fax. "Ike to work out every morning.” 4, “want the best room you've got.” 5. "My wife and | would like a room, please.” 6. “Tdiike to have breakfast and dinner at the hotel.” 8 Write the correct name under each picture. Pay attention to the words in bold. 1. Lucy is at the bar, David is in the swimming pool. John is getting room service. Mark is a waiter. Wendy is at a spa, Janet is a chef. | Wite the santences in your tangua | 1. tmatraid business classi uly booked 2. Can I get the seat assignment now? 3. Check-in is two hours before the flight 10 Motch the words in Ato ther dtntions in A 1. est 2. tow season 2. igh season j 4. excutne ste 5. singe room : 6. ful board : 5 3 a. alarge room, often for a business person = B. r00m for oe person person ting not aque tine fora hota eluding tee meas 1. buses! te ofthe yea fora ote Celene correct answer 1. | ove talan room service / cuisine, especially pasta Because of the festival, only one hotel had a vacancy / guest. 3. There is-a mistake in my bill / barr. | cicn't order wine. 4, There are ten people in our party / fitness centre, so we'd like one large table. 5. This room smals terrible. Are you sure it's a luxurious / non-smoking room? 6. Max was very pleased with the service, so he gave the waiter a big tip / spa. 7. Mr Campbell doesn't want a suite. He prefers a swimming pool / standard room We're chacking out different hotels for a business, ‘rip. What are your rates? What type of cuisine do you serve? 23Circle the correct answer. 1. Remember to swipe your card / submit a request every time you come to work and leave. 2. New workers often get oniy two weeks Unpaid leave / holiday leave. Do employees have to clock in / clock out when they get to work? 4, You can take time off / carry over up to five days holiday from one year to the next 5. How many days of holiday leave are you entitled to / attended to? 6. itis important that all employees know the company’s co-workers / regulations 7. tefused / approved her request to start work at 10.00. tt’ important that ail ‘employees be at the office at 9.00, ‘Complete the sentences with the words below. unpaid leave + part-time + clock out card reader « sick leave * give written notice consecutive « sick note + salary 1. Thad to work overtime for five days. 2 You When you leave the office. 3. She was offered a of £30,000. 4. This year, I'm studying and also working 5. If'you're planning to leave your job, you must at least a month in advance, 6. I'm planning to take a year of 10 study. 7. We can't clock in, The isn't working 8. Don't forget to get a from the doctor and take it 10 your employer when you return from 1] Vocabulary and Functional Language 3. Match the sentences in A to the sentences in B that have a similar meaning. Pay attention to the words in bold. A 1. Ihave to attend to these issues. 2. | plan to take time off. 3. We're going to have a busy period soon. 4. We have to work overtime. 5. I'm going on maternity leave. 6. approved her request for holiday leave B a. I'mhaving a baby. I must handle these problems. ©. I'mallowing her to take time oft 4d. I'm taking holiday leave. ©. We must stay late at the office. We expect to have a lot of work. 4 Read the questions and circle the correct response. Pay attention to the words in bold. 1. Did you reject Diana's request for holiday leave? a. Yes. | approved her request for a two- week leave, b._I'mafraid | had to refuse because we're going to have a busy period. 2. Have you submitted a request for holiday leave? a. Yes. I've given Mrs Sanders written notice. b. Yes. 've asked Mrs Sanders to recommend a hotel 3. Have you got a full-time job? work five days a week from 9.00 t0 5.00. b. Yes. | work three days a week from 9.00 108.00, 4. Where do | swipe my card? a. You must never swipe your co-workers’ cards. b. There's a card reader on the ground floor |s Myra taking leave to attend to family matters? a. Yes. Her father is il b. Yes. She's il 6. Can the company restrict when we can take holiday leave? a. Yes, you can take time off. b._ Yes, for example during busy periods.EE —V7VnW7HWuHnlRkR——S ae 5. Write the words in the correct columns. security guard « firewall + suspicious break-in * security camera ¢ virus + hacking surveillance system + alarm system. 6 Complete the puzzle according to the clue: 77 F 1 I ‘Across + 1. adefence system for computer networks 3. keep from being harmed 5. not well-known 7. not cared for or watched Down 1 2. go somewhere with someone 4. the reason for which something is done or made 6. something used to open a lock 7 Tick the sentences that are true. Pay attention to the words in bold. 1. Analarm system protects buildings from break-ins. 2. Your personal belongings are things you own, 3. Assecurity guard makes sure all computers are protected from hacking 4, Ifa place hasn't got sufficient lighting, it may be dark. 5, You use an anti-virus program to stay healthy. 6. You can install valuables. 7. Alockis a type of software, 8. A company’s premises may include a car park. 8 Circle the correct answer to show you Understand the words in bold. 1. You lock the door to make sure no one comes in / clocks in 2, An example of someone's valuables is jewellery / a business card. 3, You alert someone when there's @ window / danger. 4, You question someone when you want to ‘make smal tak / get information AA virus protects / damages a computer system. 6. We monitor people entering the building wth a frewal /secunty camera. wv. , safety by installing a surveillance system / key. ‘Complete the dialogues with the phrases below. 7. You ensure your employees’ og off the computer when | leave + swipe their co-workers’ cards + press your finger on the scanner notify their manager immediately + keep your purse and other valuables there ‘You press “in” when you enter + clock in when they arrive and clock out when they leave Dialogue 1 A: Callum, 'd like you to explain the company's ‘time clock regulations to the new workers. Br OK. Should | tall ther 10° nu ‘Yes, and make sure they understand that they must never ® Dialogue 2 A: Dol have to clock in and out? Br Yes, we've gota fingerprint scanner. es as and “out” when you leave, then? ‘A; Where can | keep my personal belongings? : You've got a locker. Aways* ‘A. Shoud (* Be B: Yes, you don't want anyone to see your ‘computer fies. 251 Circle the correct answer. 1. apologise / assure you that ! will handle the problem. 2. We received a complaint because of the way you solved / treated the customer. 3. You can't work in customer service because you don't handle complaints in an appropriate ‘manner / enquiry. 4, Please deal with / remind everyone to be polite and friendly 5. We don't give replacements / refunds, but our technician will bring you a new washing machine tomorrow, Tick the sentences that are true. Pay attention to the words in bold. 1. You argue with people when you agree with them, 2. You apologise for something you're sorry you've done, 3. if something has an effect in the long run, you see the effect immediately 4, You make enquiries when you need some information. 5. You feel exhausted after you sleep wel. 6. When you keep a promise, your customers ‘complain about you. 7. A dissatisfied customer probably got excellent service. 3 Complete the words in the customer service instructions below. ‘A customer service representative ... . ‘* must never be ‘+r or © mustn't * a ‘© must always speak to customers * c with customers. and *p ‘© must always treat customers on ‘* must make sure the customers are 2 Vocabulary and Functional Language 4 Circle the correct answer to show you understand the words in bold. 1. «1. aren't good for a company’s reputation. a. Helpful customer service representatives b._ Impatient workers 2. Accustomer may get a refund when a. heis dissatisfied with a product b. a product is unavailable 3. Accustomer service representative usually deals with a. satisfied customers b. customer complaints 4. You might feel exhausted when you've a. had a relaxing holiday b. worked hard all woek When you treat customers respectfully, they often’ a. return in the future b. ask for a refund 5 Complete the mini-dialogues with the words and phrases below. ‘compensation « isn’t fresh + expectations credit your account + inconvenience « pricing make a claim ¢ insist on + is missing a part 1. A: The salad = B: So complain to the waiter and ask for a new one, The surveilance system B: I'llask the company to deliver it right away. 3. AI speaking with the manager right now! B: I'm sorry, but he's unavailable at the moment. Can | help you? 4. A: What are your of this new software? B: We're pretty sure it will be a success. 5. A: The goods were damaged B: If they were insured, you can 6. A: We were very unhappy with the service we received, B: I'm sony for the You will receive full 7. A: The. on these items is wrong. You overcharged us. You're right, | apologise. We'll6 Tick the pairs of sentences with similar 8 meanings. Pay attention to the words in bold. 4. We'll be in touch with you. We'll call you. 2. The microwave is under warranty for a year. ‘The microwave is guaranteed for 12 months. 3. Wewill send you a technician at our ' expense, j You'll have to pay for our technician's i services. 4, The dishwasher isn’t working because its got a faulty part The dishwasher isn’t working because a part is broken 5. | was supposed to get a refund. ‘The company gave me a refund, 6. The shir is tom. The shirt has got a hole. 7. You overcharged us for these goods. These are not the goods we ordered. 7 The words in bold are in the wrong sentences Complete the business letter with the words and phrases below. repair + disappointed + be in touch + defect failed to meet + due * making a noise Anctow Wels Customer Service West Cooing Systems| Manchester M12 | 4th July, 2013 | Dear Mr Wells, Last month, we had an a-condtoner installed by your company, Two weeks afer twas installed, the al-condttoner started are caled your offce and a technician was set to a: the air-conditioner. According to the technician, the air-conditioner had a 2 that he couldn't fx. The technician said he would * Us, but we haven't heard from him since. This problem with the ai-conditioner has caused Us great inconvenience. Furthermore, your service with has * ‘our expectations and Write them next to the correct sentences. we are very ® : ‘Gebeoss' 1. It seemed ike a smal mistake, but it had ‘of this, we feel we are” 4 setious faulty parts. — full compensation. 2. This shirt is broken. | We expect to hear from Where did you buy this cheese? It is torn! you by next week. | Yours sincerely, 4, We had great consequences of our i new product, but we were disappointed | Debra Stunden | Debra Saunders 5. Something's wrong with this camera, | se2- Hew itisn’t fresh. — 8. The photocopier has got expectations that must be replaced Write the sentences in your language. 1. im altaid there have been complaints from 5. We value you as a customer ‘customers about you: ss ss - — 6 This will have serious consequences for our 2. That's no excuse, 3. You were very impatient and you interrupted her, 7. 4. You must handle customer complaints professionally. 8 business, ''m sure we'll ind @ way to compensate you for the inconvenience, Fle in touch with you. a7Circle the correct word or expression to describe each picture, | D YY focus group / sound file Interviewee / factor method / series target population / questionnaire =) BIZ yg sales analysis / options / brand on sale 2 Complete the words and phrases in each sentence with the missing letters. 1. Ive just made a d of the new computer software. Would you lke to see it? 2, The sales director is ¢ about the production problems in the factory. 3. Ihave been al customer of this, ‘company for 20 years. 4. Mr Dawson has got only WO O ex. — - he can either sell the company or he can close it. 5. Would you answer some questions? | want tot the survey before | send it to our customers. 6B. Personally, dec’ which brand | buy ~ | usually look for the cheapest! 28 : 3 Vocabulary and Functional Language ca ae J 4 ‘Complete the sentences with the words and expressions below. factor + method + conduct a survey « find out interested in + go ahead 1. WHICR ween of collecting information should we use? 2. How can we tel if people are really - our products? 3. The aim of our questions is to how popular our chocolate is. 4. Price is an important when people decide what to buy, 5. They're going to of 1,000 British women. 6. The R&D Department has decided to and develop the new product, Circle the correct answer to show you understand the words in bold. 1. According to our sales analysis a. we are selling less than we expected in France b. our new brand is on sale ur target population should be interested in conducting a survey 'b._ women between the ages of 20 and 30, 3. Our market research shows that our products @. probably won't do well in India ib. have got a sound file 4. We organised some focus groups and asked them a. to develop a series of marketing methods 'b. their opinions about our new products 5. We examined people's buying habits and discovered ‘a. they prefer to shop in large shopping centres, b. the questionnaire w sn't a factor5. Circle the correct answer. 1 A marketing strategy / telemarketer called Louise and tried to sell ner sore insurance. Every person who walks into the shop is a prospective customer / promotion, After we know the needs of the public relations / consumer, we can develop the right product. ur campaign / competitor, Black's Shoes, has opened a shop next to ours, You should buy that motorbike. At that price, its excellent value / demand. 6 Complete the sentences with the correct verbs below. persuade + appeal « take advantage of specialise + regret 1 ‘Match A to B to form sentences. This is an excellent offer. You should it Our company is going to in high quality fashion Millie was able to people to take part in her survey. If you buy a car from us, you won't your decision. We use sports celebrities in our adverts because they tomen, lots of A Perhaps we should conduct May | ask you We'llbe able to reach more : You've got a é We can also attach We ofer excelent service at We've got a special This offer is only vai ti ye-eacep 7 Tick the pairs of sentences with similar ‘meanings. Pay attention to the words in bold. 1 Oliver is an efficient worker. Oliver gets things done quickly and well Our marketing strategy was quite effective, We ost business because of our marketing strategy, The offer was valid last week. The special price was good until the end of last week. company's image is an important factor in their success. A company will be successful fit has got a marketing strategy. The focus group liked the original ideas. ‘The focus group was impressed by our new ideas. 8 Tick the sentences that are true, Pay attention to the words in bold. 1 2. 8. B pictures and sound fies. offer. low costs, personal interviews. Wednesday. point. ‘A company with a good reputation has got a positive image. ‘The goal of 2 promotion campaign is to increase sales. If you're getting a good deal in comparison to other products, you are wasting your money. Good public relations can help a company sell more of its products. There isn't usually a demand for inexpensive, high quality products. ‘A marketing strategy may have more than one stage. AMWINGWION ‘few questions? people, 29Complete the words according to the a money made by a company 24 ~a smaller size, amount, number, etc. 3p ~ something you buy 4. ~ use in careless or frivolous manner 8. i ~ a larger size, amount, number, etc. Match the words in A to their definitions in B. A proftable long-term expenses gross net B @._ the total amount before deductions bb, things that cost money ©. the amount after deductions creating revenue taking a lot of time Tick the sentences that are true. Pay attention to the words in bold. 1. People often make loans to @ bank. 2. When a company makes a profit, its shareholders may receive dividends. 3. An increase in price means you pay less. 4, Salaries are one of a company’s expenses. 5. When @ company’s cash balance is £50,000, it must pay that amount of money. 6. Most companies have to pay corporate income tax. 7. Your gross salary is the amount of money you receive after deductions. 4 Vocabulary and Functional Language 4 Circle TWO correct answers. 1. You can waste a. time b. money cc. figures 2. Alter you issue shares, you can pay a. revenue b. dividends ©. your shareholders 3. Acompany can owe @. corporate income tax b. renovations c. money on a loan 4, Acompany can go out of business becaust a. itisn’t profitable b. ithas no revenue cc. ithasn’t got high expenses 5. Acompany can survive @. unexpected expenses b. shareholders cc. ahigh-interest loan Circle the correct answer. 1. The normal repayment / income period for this loan is five years, but we can give you another year. 2, The restaurant is closed for deductions / renovations. 3, The empioyees will receive an interest rate / increase in salary this year. 4. Our cash flow statement / income shows that we've lost money this year 5. Are the figures / shareholders in this char in euros or in dollars?6 Circle the correct definition. 1, accounts payable a, money a company owes b. employee benefits 2, accounts receivable a. gifts given for excellence b. money owed to a company 3. current. a. happening simultaneously . happening now or in the near future 4, equivalent of equal amount or value b. having the same parts 5. investor a. someone who buys shares in a company someone who works in a company 6. share capital a. haif of a company's assets b. the amount of money raised by issuing shares 7 Tick the pair of sentences with similar meanings. Pay attention to the words in bold. 1. He owns these shops. These shops belong to him, What is the composition of this chemical? ‘What is this chemical used for? 3. Her debt to the bank is £125,000. She owes the bank £125,000. 4, Is the merchandise ready for shipment? ‘Ate the goods ready to be shipped? 5. The product is out of stock. The product isin the stockroom. 6. We want to find ways to increase our inventory turnover. We need more storage space for the inventory, Complete the sentences with the phrases below. {good inventory turnover + a 1% discount + and little cash + to take another loan ‘over £330,000 to several suppliers « the business’ assets are much bigger if we haven't got enough cash + can be a good indicator Then the only solution is, ai The company’s balance sheet Lots of inventory... Good business means _.. ‘The most important thing is to check that We can offer them : ene f they pay Now. We have 0 pay anu — next month. We won't survive — to pay our suppliers. Match A to B to form sentences. Pay attention to the words in bold. A ‘A companys balance sheet shows She owns a lot of property s ‘There are signs that ‘Accrued expenses include ‘The company’s long-term liabilities include ‘An equity investment refers to A-company’s assets may include B salaries, taxes and interest a loan to be paid in ten years, the company may go out of business. in this area. ts assets and lables. property, cash and machines. 2. buying a company’s shares. Pe eeaoge Circle the correct answer to show you understand the words in bold. 1. These products are in stock so you can / can’t get them today. ta. company has got £5 milion in assets and liabilities of £2 milion, its net worth is £7 milion / £3 milion. 3. Non-current assets are / aren't expected to become cash in a short time, 4. Retained earnings are reinvested in the business / ‘paid as dividends to shareholders. 5. Acompany’s property may include its debts / land and buildings. 6. You owe money / issue shares to your creditors. of the business’ health, can be a bad sign, ~~ than its abilities. 3132 Complete the words according to the definitions. 1b a local office of a company or organisation 2w ~ take money out of a bank account ad ~ refuse to give something to someone 4s ° an instruction to a bank to pay an amount of money regularly 5p h = aperiod when you don't have to pay back a loan 2. Tick the pairs of sentences with similar ‘meanings. Pay attention to the words in bold. 1. The bank lent the company £60,000. The bank gave the company a loan of £50,000. 2. He overdrew his account by £350, He took £350 from his account. 3. The bank denied our request for a loan, ‘The bank agreed to give us the money, 4. We borrowed £2,500. We received a loan of £2,500. 5. I withdrew £250 to pay the electrician, | took money for the electrician from my bank account, 6. As planned, it took us 20 years to pay off the loan, We had taken a long-term loan of 20 years 3. Complete the sentences with the words below. arrangement fee + branches + projection collateral + current account + terms 1. I've got £10,000 in my and td like to invest it 2. ‘They charged us an of 2800 for the loan. 3. They wanted different so they didn't sign the contract. 4. ‘The Financial Director gave a of next year’s expenses, 5. We secured the loan using our flat as 6. The Second National Bank has got two — in our town, Vocabulary and Functional Language — 4 Tick the sentences that are true. Pay attention to the words in bold. 1. company’s credit limit depends on several factors, including its cash flow. 2. Profitable companies are rarely given a high credit rating, 3. Ifyou don't repay a loan, the bank can take your collateral and sell it. 4. If you have a £3,000 line of credit ana you use only £1,000, you will pay interest on £3,000. 5. A personal guarantee may be secured by personal assets, 6. You must have a business account to manage your company's finances. Gircle the correct answer. 1. Legal fees / Policy holders are paid to lawyers for their services. Can | pay for the equipment in 12 monthly premiums / payments? 3. If your car is damaged in an accident, does your insurance company pay fora courtesy / third party car? 4. One of my employees was injured / covered while he was driving to work 5. We've got van insurance / fire insurance, 0 the insurance company paid to repair the bulding and damaged equipment. Circle the correct answer to show you understand the words in bold. 1. The company was sued becau: a. the defects in its products b. its excellent products 2. The company is liable for a. picking up the cargo . any accident that happens on its premises 3. They were fined for not ‘a. working according to the regulations . participating in the exhibition 4. We were covered by ... for damage from the fire, our insurance policy b. the legal fees 5. We've suffered ... because of the ‘economic situation. a. increased profits b. some losses of7 The words in bold are in the wrong 8 Complete the mini-dialogues with the words and sentences. Write them next to the correct Phrases below. sentences, van insurance + no-claims discount « in mind 1. The person who has got negligence + e-risks insurance + despite insurance is the insurance policy 1. Ar hear you had a break-in last right : z : B: Yes our new security § 2. The illegal use of someone's personal system, somebody managed to break in. g information in order to get money Bee i ¢ 1 sompany fined? is called professional indemnity Petia ar 5 insurance, 2 es 3 ‘The company didn't provide workers with 3. The policy holder is the amount proper safety equipment. of money paid to be insured, 3. A: Are all your company vehicles insured? 4. Premium protects employers from Gah! labilties connected to iiness and 4, As I'm worried about damage to our computer injures. systems, 5. The public and employer's lability B: You should take out some Insurance is the contract with the ‘conditions of compensating the person 5. At I wonder why our insurance premium went who is insured, down by £200 this yer 6. The third party is designed to B: We must have received a protect your business against claims regarding bad advice or service. 6. A: What have you got for our annual event? 7. Identity fraud car insurance covers B: I'm thinking of taking all the employees damage to the other car and driver, to a hotel in Rhodes ‘Number the sentences in the correct order to form two dialogues. Dialogue 1 | Dialogue 2 @. It's like a credit card. You can withdraw funds |... @. You must purchase employer's liability insurance. ‘from the credit ine any time, ' . b, The limit on our policy is £10 milion, 'b. What will the bank require to approve this line: ¢. If there's an accident and the business is sued, of credit? the insurance will pay your legal fees and ©. We have to consider applying for a line of : ‘compensation costs, coat How does this insurance protect my business? — d._ They'll check if we've got a good business | __@,_|'m starting a small business with three credit rating and if we're profitable, ‘employees. I'd like to know what types of — € What isa line of credit? insurance you would recommend, 1. How much money wil it pay? 33] 6 Vocabulary and Functional Language Circle the correct answer to complete the tips 4 Complete the for opening an e-shop. below. ee feedback + showcases + post « place an order impose + worth the effort . | 4. Doyou think we should purchase these * Finda reliable company to * gather / host your items? website. B: Yes. I'll for 50 of them, You may not need * unlimited bandwidth / and we'll see how well they sell your shopping car, but make sure your 2. A: Do you get comments rom customers ‘website can support the traffic you expect to | about your products? receive. i jlogues with the words * ' Customise / Accept your website to create the look you want. - . B: Yos. Their is very choose tan expert /2 template that oa i important to us. good and presents the information wel t 3. A: Does your boss his + Make sure your customers’ personal i f Ftd i ideas on you? information is secure by having all payment: Se i, data* adapted / encrypted. } 3 ny Op peop! ideas and opinions, Do you think we should try to develop this product? No. I don't think it’s How will we display the jewellery? We'l put it in _ How do you get comments from your customers? Many of them, their ‘comments an our website. » - > Complete the sentences with the words below. localisation + stylish + platform * customised browsed + shopping cart + accepted + retail Hove the clothes made by that company, They're so 6. 2. I disagreed with his decision, but | POPP 2 3. Can we run this program on a personal computer 2 5 4, Put the items you want to purchase in your Match the sentences in A to the responses. in B. Pay attention to the words in bold. A 1. I want to make sure I don't pay without receiving the goods. 2. The design is extremely attractive. 3. You haven't sent us the products we ordered 4, Ave these bows produced by machines? 5, think I'l ask Alan for his advice. 6. | paid for the goods last month, but they stil haven't arrived, and now the supplior has disappeared! 5. They the system according to our specifications, 6. The clothing company has got five shops in the city 7. Language translation is a large part of : but there are other aspects, too. a1 the Internet and found the shoes | wanted at a better price. 3. Tick the pairs of sentences with similar meanings. Pay attention to the words in bold. 1. We are open round the clock. We are available 24 hours a day. B 2. He gave me a lot of support when | started my business. He gave me a loan when I started my business, 3. He's an expert in ths field He has read about this topic. 4. The printer is compatible with most PCs. You can use this printer with most PCs. 5. The CEO has got the power to make important decisions, The CEO must be a decisive person, t'm sory. There must have been a misunderstanding. Why don’t you use an escrow service? ‘That's a good idea. He's very sensible. {'m afraid he might be a fraud. agree. I's really striking, No. They're handmade. 346 Complete the puzzle according to the clues. 7 The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. She gave me some hidden advice when | started my ousiness, 2. Attractive returns policy is important to draw people's attention. 3. Unfortunately, there was a venture and they sent us the wrong items, 4, We must make sure there are no handmade costs, We don't want any unpleasant surprises... - 5. According to the shop's misunderstanding, you can exchange the item, but you won’ get a refund. - 6. The tablecloths are sensible, That's why they're so expensive. 7. You will have to invest £10,000 if you awwinavoon Across > want to be part of this packaging. 2. amedator 6. person who profits from stating businesses ; tora onen feer 8 Tick the sentences that are true. Pay attention to the words in bold. 7. thi . 2 Pecado aa nee aaeae — 1. You can assess how wella system is 8. data sent and received by visitors to a working website 2. He servad as an intermediary between 10. An... sence holds funds for two other partes. the workers and the management Down 1 3. People are usually satisfied when 1. stop something from happening something goes wrong, 3, not supporting any side 4, There are frauds who try to steal People's identities. 4. very attractive When you use an escrow service, the 5. discuss something in order to make an supplier gets your money before you Goa receive the goods. em 6. Ifyou state your intentions, people will have no idea what you want to do. Match the sentences in Ato B. A What's the advantage of having an online shop? Sn, How will we set up an online shop? ‘What does this package include? ‘Can you send me some free samples? Do you require an advance payment when we place an order? ‘What is your returns policy? B ‘a. Of course. I'm sure we'll meet all your quality requirements, bbut | understand that you need to inspact our product Items returned within 30 days get a full refund, Wel, for one thing, we'd be open for business 24/7, !toffers unlimited bandwidth and we won't be charged any transaction fees. ‘There are e-commerce platforms that can provide us with everything we need No, we use an escrow service, so we're paid after you approve the goods.36 1 Circle the correct answer. 1. Alllour managers take a course in conflict resolution / treasure hunts, so they will be able to deal with problems, 2. We went to a bonus / workshop on ‘communication skills, which was very interesting, 3. You seem tired and relaxed / unmotivated. |s something wrong? 4. We've experienced / prioritised some difficulties recently, so we're trying to make changes. 8. To succeed as a manager, you must have good strenuous / interpersonal skils. 6. ve been teeing stressed / shocked lately. I've got too much work and some problems at home. 2 Match A to B to form sentences. Pay attention to the words in bold. A 1. He always seems relaxe 2. The team members have bonded quickly, 3. We don't want a formal setting for the workshop, 4. After you solve the clues, 5. We evaluate the performance 6. If we all pull together, B you wil find the treasure, even during our busiest periods, we can achieve our goal of each employee once a year, and they're working well together. so it won't be at the office, 3 Circle the correct answer to show you understand the words in bold. 1. You meet with an advisor when you need oles / help. 2. When you ask for a bonus, you want more tasks / money, 3. People will work hard / fee! comfortable together after they break the ice. 4. You might feel stressed when yyou have to finish something quickly / are on holiday leave. 5. You go to a workshop in order to buy / Jearn something. 6. Laughter is a sign that your joke was sad / funny. 7. The goal of a treasure hunt is to wrap a parcel / find something. ] 7 Vocabulary and Functional Language ‘Complete the mini-dialogues with the words below. team spirit « prioritise » approach « strenuous challenge + shocked 1. Ar Were you surprised by the results of the survey? B: | was quite . actually. | was expecting something entirely diferent, 2. A: Does your team work well together? B: Yes, we've got alot of. 3. A: The new Marketing Director has made a lot of changes. B: | agree. She's got a different to marketing, 4, Az Do you think you'll be able to manage this project?” B: itllbe a... . but I'm sure | ccan deal with it 5. At Ralph comes home very tired from work every day. B: Yes. He's got a —job. 6. A: I've got so much work that | don't know what to do first. B: Show me what you've got and I'l help you your tasks. Tick the pairs of sentences with similar ‘meanings. Pay attention to the words in bold, 1. He often comes up with great ideas. He has got a lot of great ideas. 2. The two sides have settled their differences, ‘The two sides don't agree, _ 8. Her greatest strength is her creativity She's very creative, _ 4. The management's attitude is demotivating, ‘The management has got a positive attitude. 5. She shared her opinions with her co-worker She told the other workers what she thought. 6. His contribution helped the project succeed, He succeeded in doing the project by himsett. | | |6 Complete the dialogues with the phrases below. Complete the puzzle according to the clues. 7 Tick the sentences that are true. Pay attention to the words in bold. 1. When you share your ideas, you tell People about them. 2. Ifyou encourage someone to do something, you think they should do it 3. Areasonable request should be rejected. 4. Somebody with a strong commitment to his work wil try and do a good job. Personal accountability means you shouldn't share a bank account 6. A person's point of view expres opinion, 7. You don't think your co-worker can cooperate with others, so you want her to bbe the team leader. 8. Aperson can have both strengths and weaknesses. LAPSE a 1. contribution of ideas or information 4, valued too highly 7. dificult to understand, solve or fix 10. a part or feature of something 11. not keep something completely to yoursolt 12. show your thoughts or feelings Down | 2. do something, such as work or a task 3. work together 5. make an action or process easier 6. show something is true 8 the opposite of strength fend an argument by reaching an agreement ifyou ask me + a different approach different points of view + that sounds reasonable ary suggestions « I'm very disappointed with {what do you think of + it's problematic has achieved his target sales conducting a street survey Dialogue 1 f Dialogue 2 kK a your region's A een my id? sale figures, They've decreased a lot lately. B: Actually, think? 2 B: | realise that, but | don't understand what the | At Well then, what about problem is. t a Sa 2 Ae ~~ the problem is B: In my opinion, we should concentrate on improving the sales team. Our line, not on customer feedback. B: You could be right. This quarter, only one rep :_'m afraid that we've got ‘A: I think we need * ee B: Perhaps we should get the rest ofthe team's input. B: I'm ready to try. Have you got A OK, 5 2 371. Tick the sentences that are logical. Pay attention to the words in bold. 1. Her ideas are original, but their implementation can be dificult 2, Inbusiness, a company’s circumstances rarely change: 3. We planned our campaign on the basis of our customers’ buying habits 4, The ob requies a leader witha vision of the past 5, The company went out of business a serious crisis. 6. She isn’t punctual or organised, She's a real inspiration 7. The reality is that the company can't afford to pay bonuses this year due to 2 Complete the sentences with the words below. reactive + constantly + separate + proactive Te MY B088 I sono — ‘checking my work. | don't fee! that he trusts me enough, 2 Ina approach, you control a situation before it becomes a problem. 3. You must put each type of item ina - container. 4. Some managers wait and respond to problems. That's being - 3. The words in bold are in the wrong sentences. Write them next to the correct sentences. 1. It's important for a manager to identify responsibiities to her staff 2. Do you and your co-workers sometimes direct after work hours? 3. The system isn't working properly, but we haven't managed to approach the problem yet 4. In my current job, | socialise a department of 30 employees. 5. I'd like you to know that you can praise me with any question or problem, 6. I make sure | always delegate my staff for their successful work, ] 8 Vocabulary and Functional Language 4 Tick the pairs of sentences with similar ‘meanings. Pay attention to the word: bold. 1. We managed to work things out at the office. We worked hard and took everything out of the office. 2. I hope these changes will ead to an increase in sales. | hope to have more sales as a result of these changes, 3. The team enhanced the system and now it's working perfectly, After the team made improvements, the system worked perfectly, 4. You can increase motivation by ‘empowering your staft. Your staff will be stronger if you motivate ther 5. She gets along with the other members of the team, She's got a good relationship with her o-workers. 6. | was bothered by the noise from the paper shredder. The paper shredder was very noisy, but | couldn't hear it from my office. His work is excellent but he lacks the qualities that make a leader. He shouldn't be made a leader, but he does excellent work. Complete the phrases with the words below. ‘Then use the phrases to complete the sentences. Power + back « off guard * perspective « fires 1 be caught put out broader = step bargaining | suggest we and think about the situation in a reasonable way. We must view these issues from a in order to make the right decisions. Part of a manager's job is to solve problems and Due to the new regulations, employees have got greater a We dont Want 10 un 80 we must be aware of changes in the market,1. Phil will be Marge’s substitute / role while she is on maternity leave, 2. We must increase our staff's force / ‘awareness of security issues. 8. Inmany cultures, obedience and chain / discipline are very important. 4. | think background noise is an annoying distraction / revolution 5. The customer overcame / demanded to tal to the manager, 6. Inthe light of / Set aside our small budget, ‘wel participate in only ane exhibition this year. 7 Complete the puzzle according to the clues. 2 <0 e306 function, plan and direct the course rot relating to what is being discussed danger ‘a group of businesses owned by the same company a complete change ask for something with force to give something a new form or purpose Q | Write the sentences in your language. 1. That sounds good to me. 2. The problem is that | can't make all the decisions. 3, Another issue is the lack of time, 4, That will definitely save time! | 6 Circle the correct response. Pay attention to the words in bold. 1. Have you set aside some money for emergencies? Of course. We don't want to be caught off guar b. Of course, I'm sure we'll manage to solve the problem 2. Has Mr Carson been the force behind these changes? a. Yes. He used his influence to cause these changes. bb. Yes. The board of directors persuaded him to make these changes. 3, Has the new CEO succeeded in navigating the company through this difficult ime? a. Yes, he's managed to drect the company in a sensible way. b._ Yes, he gets along well with all his employees, 4. Has she got enough disci diffout job? a. Yes. She's got excelent interpersonal sls b._ Yes. She can work hard to achieve an objective 5. Do you think we'll find a substitute for Helen in such a short time? a. Definitely. Helen is due back from maternity leave in two weeks, b. l'mnot sure. It'll be hard to get someone as good as Helen. 18 10 do this What aré you most concerned about? ‘There are a few problems to overcome. ‘We must gather more information about this new competitor. We must define the issues clearly and try to break the problems down into smaller problems. 39Write the adjectives below in the correct column. hard-working + insecure + messy + dynamic responsible + confident « knowledgeable lazy + anxious Circle the correct response. Pay attention to the words in bold. 1. What is your educational background? a. I studied biology al university b. I worked at AAA Electronics for three years, 2. Do you usually work well under pressure? a. Yes, 've got a lot of team spit b. Yes, stress at wo ‘Where are the company’s headquarters? a. There are offices in different parts of the country, b, Their main office is in Leeds. Have you taken any vocational courses? a. Yes. I've got a degree from Oxtord University b. Yes. completed a programme on hotel management. 5. Does this company provide logistical support in setting up an exhibition? a. Yes. They find a venue and organise the displays and equipment. bb. Yes. They give advice and help resolve problems, 6. Does the job require relocation? a. Yes, you will have to move to a new city. b. Yes, we have several new offices, ] 9 Vocabulary and Functional Language 3. Tick the sentences that are true. Pay attention to the words in bold 1. Ifyou are fluent in a language, you speak it wel 2. Anintroverted person usually enjoys meeting new peopee. 3. IF you'te taking an‘advanced course ina certain fed, is probably your frst course 4. Danis an outgoing person. He's frendly and sociable 5. An experts a person whois very knowledgeable in his field. 6. Someone lazy is suitable for a job that requires a lt of work 4 Tick the pairs of sentences with similar meanings. Pay attention to the words in bold, 1, min my last year of secondary school. I've just started university. 2. They targeted Marie for the sales director job. They want Marie to be the new sales, director. 3. The manager has got a lot of ‘experience. He's been a manager for many years. 4, Brooke's work is always organised. ‘The work Brooke oes is excelent. 5, He's got a dynamic personalty He's always very activ. 5 Complete the sentences with the words below. ambitious + retirement benefits + sensitive health insurance + shift work « fired 1. In'some countries, men over the age of 65 are entitied to 2. The covers your magical expenses, My boss is a and caring person, Doing can involve working at night, She was because she made too many mistakes. Kim is very She wants to be CEO one day.6 Match A to B to form sentences. Pay attention to the words in bold, A A decisive person 2, An ambitious person 3. Acreative person 4, Anatticulate person 5. Anindustrious person ©. A punctual person B @. comes up with interesting new ideas, b. is usually a good speaker. ©. makes sure to arrive on time. 6. is very hard-working has got a strong desire to be suecesstul 1. is able to make choices quickly and confidently. 7 Circle the correct answer to show you understand the words in bold. 1. An energetic person usually enjoys relaxing / being active. 2. An easy-going person usually gets along / argues with people. 3. When you do shift work, you work at the same time / different times of the day. 4, Ifa company is recruiting workers, they want people to join / leave the company. 5. Ifyou've got a permanent job, you may \work at that job for several years / a few months. 6. An incentive is something that encourages an employee to become a shareholder / perform well Complete the below. good at multitasking + fired + starting salary fast learner « temporary + schedule flexible about hours + conscientious i-dialogues with the words x 1. A Whatis the 2 § B: ts £40,000 per annum, & 2. A: What's your for today? 3 B: I've got two meetings from 9.00 unti 42,00, then I'm free. 3. A: Isita = job? B: Yes. 'm going to work there for five months. 4. A: Have you anybody recently? B: Unfortunately, yes. We had two people ‘who weren't suitable for their jobs. 5. A: Can yoube 2 B: No. I can only work in the afternoon, 6. A: Are you 2 B: Yes, | can do several things at the same time, 7. A: Isshea worker? B: Yes. She's hard-working and always does her best. 8 A; Is yournew PA a 2 B: Yes. Although he only started three months ago, he already knows how to do the most difficult tasks. Complete the dialogue with the phrases below. have you got any experience in marketing why do you think you're a good candidate for the job ‘was nice meeting you your starting salary will be £22,000 per annum + we'll be in touch it sounds like the perfect job + ‘can you tell me about your educational background A: Have a seat, Dave, 4 studied marketing at the College of Business Administration. Ree oe GD Not yet. I've just completed my studies, Bt S08 - SS a B: Well, 'm hard-working, articulate and creative. I'm also 4 fast learner and have got excellent people skis, I'd like to ask you a few questions. ‘A: If we decide to give you the job, You'll also get health insurance and _ retirement Benefits. How does that sound toyou? B: oS ‘A: Well, thank you, Dave. B: Thank you. 442 Match Ato B. A references mmatital status date of birth current job foreign languages B a. German, French marketing assistant at Belle-Cosmetics c. Marsha Grey, Director of Marketing, Belle-Cosmetics divorced 14th August 1988, 2 Tick the pairs of sentences with similar ‘meanings. Pay attention to the words in bold. 1. This document says that his date of birth is 3rd February, 1959. According to his CV, he was born on ‘rd February, 194 2. He's got formal training in graphic design, He's got experience as a graphic designer. 3. My current job is at SIS Computers, | used to work for a computer company = SIS Computers, 4, Mr Roses single. Mr Rose is not married. 5. She's got very good managerial skills ‘She's done a management-training course. 3 Circle TWO correct answers. 1... i an example of a gender. a. Women. c. Male b. Female 2. When you graduate from a formal training course or university, you might receive a. aBachelors degree c. acortiicate b. managerial skils 8. Your personal details include your a. phone number cc. name b. references 4, People usually include ... on their CV. a. foreign languages b. career objectives c. current job 5. Ifyou are ... , you haven't got a husband ora wile, a. married c, divorced b. single 20 Vocabulary and Functional Language 4 Complete the mi below. Bachelor's degree + managerial skills references « job description career objectives. 1. As The job requires — Well, | was a team leader at my last job. What are your a) | hope to be the Financial Director of a big ‘company in the future, ‘What does the say? B: The job requires at least three years of ‘experience in sales, Have you got a 2 ‘Yes, | graduated from Princeton University last year. Have you got any 2 B: Yes. I've got two letters from my teachers at Essex College. ialogues with the words PP or > Vocabulary Review 5 Complete the chart with the words below. consignee + personnel manager + high season pull together + double room « port of origin financial supervisor + cooperate + head of IT accounts assistant + collaborate + vessel bond + luxury suite + cargo « full boardCircle the word that doesn’t belong. 1. exhausted + domestic + energetic + impatient 2. rewind + copy + cut « paste 3. security camera + surveillance system alarm system * fre insurance 4. arrangement fee + bargaining power line of credit « personal quarantee 5. organised + rude + creative + industrious female + single * married + divorced 7. buying habits + market research sales analysis + acerued expenses 8. this side up * boarding pass + return ticket check-in desk Circle the correct answer to form a phrase. 1. distribute ... a. incoming calls, b._ the ineoming mail ©. incoming messages 2, achieve ‘your goal c b. arefund 3. place a. ashowcase ° b. alogo 4. put out a. fires ° b. threats 5. create... a. a friendly tone °. b. a positive impression 6. break . a. the laughter ° b. the details the claim an order problems contribution the ice Complete the sentences with phrases from Exercise 7. 1. It might seem difficult today, but if you work. hard, you will... — 2. I'm waiting for an important contract that is due to arrive by post. Hurry and 3. Ata training seminar, new co-workers ‘sometimes feel shy or anxious, so it's @ good idea to prepare an activity 10 4. Youcan with the customer service representative and it willbe delivered within five days. 5. Ifyou need someone who can call Adam. He has always got a good solution. 6. Do you want the job? Then it’s important 10 ere sewn ON HE interviewer. 9 Circle the correct answer. 1 2. 3, 10. ‘You drink a beverage / an image. You owe / attend an event or a meeting ‘An annual / A quarterly review happens once a year ‘A major / substitute shareholder is very important to the company, ‘A trend / delivery is something that is currently popular. ‘Your contract / salary is the money that you receive for doing your job. ‘An entrepreneur / intention is something you pian to do, When you regret / survive something, you feel sorry about it. ‘Aciisis / An inconvenience is a very cificut situation, ‘When you discuss / run out of something, you talk about it. 10 Circle TWO correct answers. 1 You can turn, a. straight bright «. left You can... a business a. start b. mark run You can take a. amessage b. minules —c. alog You can ... a call a goover —b, transfer. return You can... a meeting, a. reschedule b. notily ©. hold You can hand out a. objectives. freegifts —c. giveaways You can make a. smal tak —b. aninvestor _c. anoise You can get along with your a. co-workers b, feedback —c. staff You can have a ... account, a. business b, current. —_c. standing You can have ... insurance. a. professional indemnity c. van b. returns policy 43 Oa reeseiGrammar Contents 1 tobe, have got, Personal and Object Pronouns, 46 Possessives: 2 Present Simple, Imperative, Let's 48 3 Present Continuous, Present Continuous / 50 Present Simple 4 There is / There are, Quantifiers and Determiners, 52 How much / How many, Past: to be, There was / There were 5 Past simple of 6 ‘be going o, Present Continuous with - future meaning, Future: will 7 First Conditional, Zero Conditional, $8 some / any //no compounds : 8 Wodals (can, could, must, mustn't, should) ° 9 have to / don't have to, don't have to / mustn't, @ may / might, Review of Modals 10 Comparative adjectives, Superlative adjectives, 64 TT Comparison of adjectives, Adverbs of 6s manner and degree 12 Past Continuous, Past Simple / Past Continuous 68 13 Present Perfect Simple 70 14 Present Perfect Simple / Past Simple, used to 72 15 Past Perfect Simple 74 16 Relative Pronouns 76 7 Reported Speech 78 18 The Passive 80 19 Second Conditional, Third Conditional 82 20 Grammar Review a446 ] Grammar Practice Sa Jam /t'm am not /1'm not Yes, ! am. /'No, I'm not Youare/You'e — Youarenot/You aren't. Are you..? Yes, he is. No, he isnt Ho is / He's He is not / He isn’t Ishe...? Yes, we are. / No, we aren't. Sheis/Shes Sheisnot/Sheisn't —isshe..? [EY this /tts Itis not /ttisn't fst? ‘er descrpions Weare/We'e Wearenot/Wearen't Are we... to give information Youare/You'e You arenot/You aren't. Are you... ? Watch Out! They are / They're They are not /They aren't Are they... they = people and things ci Sind have got /'ve got I haven't got Have | got... 2 Yes, | have. / No, | haven't. You have got / You've got Youhaven't got Have yougot...?._Yes, he has. / No, he hasn't. He has got / He's got He hasn't got Has he got . ‘She has got / She's got She hasn't got Has she got...? fo talk about possession Ithas got / It's got Ithasn't got Has it got ..? to talk about characteristics We have got /We've got» Wehaven't got. Have we got ...? You have got / You've got Youhaven’t got. Have you got ... ? They have got / They've got They haven't got Have they got ...? 1 Complete the sentences with the correct form of the verb to be. 11 personal assistant. 2. Tomand! (rot) new here. 3. The CEO Julia Hopkins. 4, You (on the 7th floor. 5 Myotfice (not) on the 4th floor. 2. Write questions for each answer. Pay attention to the words in bold. 1 Mr Morton’s offic is on the sixth floor. Julia is Mr McKenzie's personal assistant. 3 - No, the toilets aren't on the ground floor. My name is Ruth Hanson. My appointment is at 3 o'clock. 3 Complete the sentences with the correct form of have got. 1. We = offices on the top floor. You can see the whole city from our offices 2. You ‘big office. Your office is small 3, Rob _—a sales meeting on 20th August. Please remind him. 4, Harry and Luke ....— shelves in their office. They put books and papers on them. 5. Milie's office. windows ~ only one. 61 cafeteria. I'm very busy. two time to go to thes Write questions with the words below and the correct form of have got. Then match the questions to the answers below. Questions. 1. you/’apen when / we / the meeting with James 3. the cafeteria / sandwiches 4, Roger / an office on the top floor 5. what / you / for lunch today Answers a. On Wednesday, at 3 o'clock No, he is on the fifth floor. ©. Asandwich and a salad, 4. Yes, do you prefer black or blue? 2. Yes, but they're not very tasty, Look at the table and complete the sentences with the correct form of to be or have got. NAME ROOM FLOOR George Scott Financial Director 112 Liz Evans Personnel Manager 114 Pat O'Brian Marketing Manager 201 Mark Hutton Operations Director 303 Chloe Darwin Personal Assistant 304 Conference Room 220 Cafeteria 320 Toilets 1. George Scott the Financial Director. 2. Liz Evans and George Scott offices on the frst oor. 3. Mark Hutton - the Marketing Director. He the Operations Director. 4, Pat O'Brian an office on the second floor. 5. Rooms 303 and 304 on the third floor. 6. The cafeteria on the second floor. It (on the third floor, 7. The building a conference room. It —----- 09 the Second floor. 8 The second floor nn 8 tle eee a Pronouns | Pronouns | Adjectives | Pronouns 1 me my mine you you your yours he him his his she her her hers it it its we us our ours you you your yours they them their theirs 6 Complete the sentences with the correct object pronouns. 1. This is my office. Do you like 2. Mrs Thomas, our Marketing Director, is very popular, Everyone likes — 3. Please go to Mr King’s office. He wants to SEC 4. Our offices are lovely. Would you lke to see a 5. John isn’t here yet. Should we call 2 6. can't find room 202. Can you help 2 7. We have got an appointment with Miss Lee. Her personal assistant is showing to her room, 7 Complete the sentences with the correct Possessive adjectives or possessive Pronouns. 1. Harry has got an office on the first floor. — office is very small 2. [lost my mobile phone, so Lisa let me use 3. I'lcall you later. What's telephone number? 4. Peter and | share an office. We are in office right now. 5. Paul likes his job, but his administrative assistants don’t ike 6. I got your e-mails, but you didn’t got 7. The accounts assistants work very hard. - — supervisor is very pleased, 8. I can't get into the office. | can't fing 7 key. 9. Have you got a new car? Is this beautiful car 2 10. Mrs Parks has got a corner office. office has got two big windows, JOLLOVUd HVWINYHD 4748 1 Complete the sentences with the adverbs of o Grammar Practice Geto Short Anowers Hearn | don't learn. Doll earn... 2 Youleam You don't learn Do you learn ... ? He learns He doesn't learn Does he learn ... 2 ‘She learns She dossn'tlearn Does she learn... ? Itlearns It doesn't learn Does it learn ...? We learn We don't learn Do we lea... ? Youleam You don't learn Do you learn... ? ‘They learn They don’t lear Do they lear .. 2 ee ‘every morning / day, once / twice a month / year, on Mondays to talk about general facts and habits frequency and time expressions below. twice a year + usually + always in the summer « every day * never 1. Most workers take their holiday oss ‘The weather is good then. edad 3 Look at the list of ds administrative assistants. Then write sentences with the words below. Use the imple affirmative or negative, Present Yes, | do. / No, | don't. ‘Yes, she does. / No, she doesn't. always, often, usually, sometimes, rarely, never Watch Out! tikes ~ kes watch — watches go - goes try - tes Cs J He doesn't tke Note NOT He doesn" Hes 8 of three 2. technician checks the it |Anna| Zoe_ He comes in March and September. Type agendes viv 3, Helen makes mistakes 1 7 when she types. Her letters are perfect. Prepare spreadsheets | J 4, We have lunch in the cafeteria || Distribute incoming mail v « except on Fridays when 2 \Wwe go to a restaurant. | Take minutes at meetings| v Ed _ answers the phone, but Receive visitors v | sometimes Tanya answers it, 0. 7 6. Thal company makes its | Send faxes | payments on time. | ike working with them. 2 Complete the sentences with the verbs below. 1 Use the Present Simple affirmative. go + watch « try « file + work + update 2 1. Nancy always toanswer incoming calls quickly. 3. 2. ‘The supervisor — the workers. refuly. This makes some of them nervous. 4 3. Loften _. he company's mailing ist. There are new customers almost every day. 5, 4, dulle and Emma all the important documents, 6 5. Theil to the tenth floor, 6. Robandt for the same company, SESS OES ‘Anna and Zoe / type agendas ‘Anna / prepare spreadsheets Max and Zoe / distribute incoming mail Zoe / take minutes at meetings Max / receive visitors Max and Anna / send faxes4 Complete the questions with the verbs in brackets, Use the Present Simple. Then match the questions to the answers below. Questions 1 Sarah (order suppies? 2. How Caries and Mark (get) to work? 3. When you (distribute) the incoming mai? 4 the CEO {scheduie) his own meetings? 5. Why Sue... (use) the stars? 6. the company (Give) discounts? What personal as 8 Where Jenny (put) the writing pads? Answers No, his personal assistant does that. In the stockroom. By bus. They usually help the directors. Yes, she does it once a month, Usually at about 10 o'clock every moming, Yes, to special or new customers, Because she doesn't like using the lit. Complete the sentences with the verbs in brackets. Use the correct form of the Present Simple. 1. Ashredder. (destroy) confidential documents. 2. The people in my office - (make) @ lot of noise. Our office is usually very quiet, 3. Why you (orefer) this computer? 4 Jeremy (work) here? 8. They always (give) us a scount because we're good customers, 6. Dave (distribute) the incoming mail, That's not part of his jab. 7. How often Jane (update) the maiing lst? nie Let's meet at 2 pm. Don't leave your bag here. re to gve a direct order to make a suggestion 6 Look at the pictures. Then complete the sentences with the imperative form of the verbs below. 0 into + throw + turn off * use + touch + add waste paper into the bin, that room! JOMLOWYd YWWINVHD paper to the photocopier. the wal a { = | \ Q) i | | the it the light, 7 Make suggestions for the following situations. Use Let's 1, It's 5 o'clock in the evening and you've been at work since 8 o'clock in the morning, Lets.90.home. = 2. You need folders and you've found some that aren't expensive, 3. Mr Porter is a very good customer. 4. The office is very dirty 5. The computers aren't working well 6. That conference sounds very interesting, 49iene Vem working 'mnot working Am | working? ‘You are working You aren't working Are you working? Helis working —-Heisn't working Is he working? She is working She isn't working Is she working? Itis working ttisn’t working Is it working? We are working We aren't working Are we working? You are working You aren't working Are you working? They are working They aren’t working Are they working? 1 Complete the sentences with the verbs in brackets. Use the Present Continuous affirmative 1. You - (copy) the wrong sentence, ea - (check my e-mails, 3. David (teach) me how to retrieve a message now. 4, Our company (hire) new workers at the moment, 5. Miss Clark. (put) the documents in the fies. 2 Look at the pictures. Write sentences for each picture with the words in brackets and the Present Continuous negative. Then write another sentence for each using the Present Continuous affirmative. E (Greg / distribute mail) (Gail and Melissa / type letters) (Ed / write an e-mail) Yes, | am. / No, 'm not, Yes, hes. / No, he isn. Watch Out! Yes,we ae, /No Woaont ay ayng | RUS ceca sit - sitting j now, right now, at the moment write — writing to talk about things that are happening now 3 Complete the questions with the verbs in brackets. Use the Present Continuous. Then ‘match the questions to the answers below. Questions, 1. Who Tom (train)? 2, Kate and Paul - (have) lunch now? 3. What the technician —— fi)? 4, - the CEO (hold) a meeting at the moment? 5. Why you (type) these documents now? Answers ‘The photocopier. Because they are very urgent. Yes, he's in the third floor conference room, The new administrative assistant. @. No, they're drinking coffee, 4 Write questions for each answer, Pay atter 1 to the words in bold. Yes, I'm working at the moment, Mrs Smith is talking to the Operations Manager. ‘They are preparing a presentation for the sales meeting No, Amy isn't writing her weekly report, Peter and Lisa are sitting over there.PeCuac eae He is typing a letter now. (Present Continuous) ‘She sends e-mails every day. (Present Simple) 5. Circle the TWO correct answers. 1. Louise listens to incoming messages a. now c. twice a day b. every morning 2. What are you doing a. atthemoment c. right now b. every day 3. Neil and Tanya don't... stay lat. a. right now cc. always b. usualy 4. Emma takes holiday leave a. in August c. once year b. at the moment 5. Lam fling documents a. now ¢. at the moment b. once a week 6 Complete the sentences with the verbs below. Use the Present Continuous or the Present Simple. listen + drink + show + not sit + send not answer + leave 1. Lisa - the phone. That's Ell’s job, 2. Rose can't help you at the moment. She Greg how to use the phone system 3. We —... hundreds of e-mails to our customers every day, 4. Why are you stil here? You usually the office at five o'clock, 5. Please be quiet. | to my incoming messages. 6. Rob at his desk at the moment. Where is he? 7. Sue and Amy coffee at 11 o'clock every morning, Write questions with the words below. Use the Present Continuous or the Present Simple. ‘Then match the questions to the answers below. Questions 1. Jamie / work on a presentation / at the moment 2. why / the CEO / talk to Louise / now 3. when / we / usually / send / invoices to our customers 4, Richard / file documents / every day 5. who / the Marketing Director / talk to / right now 6. how often / you / order office supplies 91L0VHd HYWHO Answers ‘At the end of the month, Yes, he's very busy, ‘An important customer. About once a month. He wants her to type a letter. No, he usually does it twice a week. Correct the mistakes in bold in the sentences below. 41. Usa don't work in the afternoons. 2. Lam liking my new job, 3. Does Fiona talk to a customer now? 4. Is Richard and Peter coming to the meeting? Who answering the phones at the ‘moment? (Our CEO travel to China every month. 514 Grammar Practice aL Cee uta recauic Countable Nouns ‘There is a parcel ‘There is an enclosure. ‘There are some cheques. ‘There are many pens. There are a lot of markers. CC There isn't a stapler. ‘There isn't an envelope. ‘There aren't any pens. ‘There aren't many parcels. ‘There aren't a lot of staples, Ded Is there a folder? 's there an envelope? ‘Are there any staples? ‘Are there many folders? ‘Are there a lot of pens? Interrogative | ‘Yes, there is. / No, there isn't. Yes, there are. / No, there aren't. Ces There is some mail. There is a lot of paper S Watch Out! ‘We use the with countable and ‘uncountable NOUNS ‘There isn't any paper ‘There isn't much mail ‘There isn't a lot of bubble The folders are red. i The water iS cold. [eae is there any coffee? How much bubble wrap ...? ; 2 Is there much work: dow mang enieope Is there a lot of money? 1 Complete the sentences with suitable 3° Complete the sentences with How much or anions or determine There snr be fowinany. more than one correct answer. 1 ‘enclosures are there with 1. Whalis postcode or sear? 2 2. bubble wrap do you order 2. ‘egal psckage her lo vary ih? wriesl a campie shoul peck? 3. ee isn't outgoing mail 4, does this package weigh? ee 5. customer complaints do we natuctons iets parc ’ 8 isthe postage? 5. Dotneed access code to ‘enter the building? 4 Circle the correct answer to complete each 6. Weverecehed rs wa lalogue anicalons =e or eink pei s int arene 2 Tilo mes tng une t Osa wth rite sentences withthe words below. Use Mee et the sot foun ot her a there oes Be) ee nea, aa a 2. Hove you got some / any bubbie wap Bi Here, You can use tis {20 that we ~ haven't got much / many bubble wrap, so 2. some cheaues / for / you / to sign / ince ee 4. As tethere/ Are there any ig envelopes? age tom / tis Box? teed send some mish tse fh 4. any / meetings / today B: There is / There are one here, but thse are any mary ervaopes nthe —— sacloom 5. much/papor forthe pina? | ae oe Aes 4. A: How many / How much parcels have you | gartecny? 6. alot of / paperwork / to do /? 52 : There are / There aren't any parcels today, but I've got a lot of / much letters.80 you Interogative twas, wasn't Was... ? You were You weren't Were you... ? Hewas He wasn't Was he ... ? Shewas She wasn't Was she... 7 twas ltwasn't Was it ..? We were We weren't Were we... ? Youwere You weren't Were you ... ? ‘They were Theyweren't Were they... ? Smo Yes, he was. / No, he wasn't, ‘Yes, we were. / No, we weren't. yesterday, a year ago, last night / week / Sunday 5 Complete the sentences with was or were, affirmative or negative. 1. Katie and Joyce... last Tuesday because they at an exhibition. They really enjoyed it. 2, The visitors in the lobby, but Lara there, So I sent Lucy down to receive them, 8. Allthe sales reps at a training session yesterday, but | there because | had fo help in the office Mr Turner. 4, James. late for the meeting this moming. Mrs Spencer hates when people are late, s0 she very angry. 6 Write the words in the correct order to form questions. Use was or were. Then answer the questions according to the sentences in Exercise 5, 1. Katie and Joyce / last Tuesday / where 2. in the lobby / Lara / the visitors / to receive 3, ata training se yesterday ion / the sales reps / 4, angry / why / this morning / Mrs Spencer eee ed There was a factory. ‘There was some music. ‘There were some hotels. Ee There wasn'ta factory There wasn't any music. There weren't any hotels. Se ‘Was there a factory? ‘Was there any music? ‘Were there any hotels? Interrogative Scio ‘Yes, there was, / No, there wasn't, Yes, there were, / No, there weren't x Circle the correct answer. 1. A: There was / There were a lot of incoming mail this morning, B: Yes, but there wasn't / there weren't 2 lot of other work to do, so | managed. 2. Az The Operations Director was very happy because there were / there weren't any complaints about the new product. That's true, but the CEO wasn't happy because there were / there was some ‘complaints about our service, 8. Az | couldn't finish preparing the parcels, because there were / there weren't ‘enough boxes, B: But there were / there was many boxes in the warehouse last week. 8 Complete the sentences with the correct form of there was or there were. Then match the questions in A to the responses in B. A 1 - ‘many calls when | was out? 2. - a fax from Green Industries earlier? 3. ‘@ waybill with the shipment? 4, any job applications yesterday? B a % but the details on the form don't match the goods, b. No, . but they called to say they'd send it soon. c. Yes, three. Would you like to see them? 6. No, only two, Ms Jenkins from IBC phoned and Mr Saunders phoned to say he'd be late. a1 Wud HWINIWD 535 Grammar Practice wat out Itaked —Ididn'ttalk ——“Did I talk?-——Yes, he did. / No, he cin’. play oe = Youtalked —Youdidn't tak Did you talk? _Yes, we did, / No, we did't ae ed He talked — He didn't talk Did he talk? stop - stopped She talked She didn't talk Did she talk? last night / week / Monday irregular Verbs Ittalked it didn't tak Didi take? month/year ago, yesterday erie Wetaked Wedidn'ttak Did we tak? UE put put You talked You didn't talk Did you talk? to tak about events that take ~ took They talked They didn't talk Did they talk? happened in the past note 54 ‘Complete the sentences with the verbs in brackets. Use the Past Simple affirmative. 1. The goods (arrive) in Southampton last week. 2. They (track) the container and found it in Istanbul 3. We (save) a lot of money by Using this shipper. 4. Saly (study) the shipping, quotes and gave Fast-lane the contract. 5. Mr Jenkins - (complain) about the damage to his goods. 61 {stop} working with that shipper after my container got lost, Complete the sentences with the verbs below. Use the Past Simple affirmative. leave + find + write + go + get + do + cost bring 1. The documents are perfect. You a great job! 2. Paul the wrong address on the shipping order. 3. Sending the products by air = ‘our company a lot of money. 4, Acourier - the shipping documents to our office 5. She the message from her personal assistant. 6. Mrs Watson check the container. 7. The vessel Rotterdam, 8. Our contact in Budapest us an excellent supplier. to the port to from the port in ¥ She didn't play. X NOT: She didn't played ‘Complete the phrases in A and B with the verbs in brackets. Use the Past Simple affirmative or negative. Then match A to B to form sentences. A 1. We (pay) extra 2. Mike (work) late 3. The cargo {not arrive) on time 41 (not send) the e-mail 5. MrHanson - (fy) to Boston B ‘a. because the shipping company (not have} the correct address, b. because he (want) to look for a supplier there. c. because we (send) the goods by air. d. because we (not nave) an internet connection, ©. because his supervisor — (as) him to, attend a meeting,4 Write sentences about what Megan did and didn’t do at work yesterday. Use the Past Simple affirmative or negative, i X pay shipping bill make reservation fo flight to Lima choose photographs for new catalogue X alleto Mr Lee in Shanghai ¥ ship onder to Naples meet Mrs ivanov for lunch 5. Write questions with the words below. Use the Past Simple. Then match the questions to the answers below. Questions. 1. you / ask / for a quote 2. when / they / receive the order 3. why/ Rob / cancel the order 4. the company / track the container 5. how/ they / send / the goods Answers: a, Because he made am (On Wednesday. By air Yes, it dig. No, | didn't Write questions for each answer. Pay attention to the words in bold. 1 Yes, | spoke to our contact in Dublin. 2, I eft the docurnents on my desk. They gave me three copies of the documents, 4, No, Lisa didn’t teach re how to fil out the form| | called Mrs Rossi in Rome, ‘Complete the dialogue between the Managing § Director and the Head of Shipping. Use the 3 Past Simple. : ‘A: When we 3 (send) the spare parts for 3 BlastCo? 5 B: They* (leave) the factory 3 on 4th August. ‘A: Which shipping company * you (use)? B: Kingshippers * (cive) us the best quote. Az | see, How much they (charge)? B: They® (offer) us an excellent deal - £1,200 FOB, ‘Az That's a good deal, but why the goods (arrive) late? B: Thelorry® (have) an accident on the way to the port AS you (inform) BlastCo of the delay? B: Yes, | (ta) them immediately. Az | see. Thank you very much Correct the mistakes in bold in the sentences below. 1. She sended him an e-mail 2. Did you spoke to the shipper? 3, The container not arrived on time. 4, When they loaded the ship? 5. They didn't called me. 556 Grammar Practice eT a ae Short Answers lam going to eat I'm not going to eat Am Igoing to eat? Yes, !am. No, I'm not. ‘You are going to eat You aren't going to eat Are you going to eat? Yes, he is. / No, he isn't. Heis going to eat —-Heisn't goingtoeat isthe going toeat? —_Yes, they are. / No, they aren't Sheis going to eat Sheisn't goingtoeat is she goingtoest? [IRE Saeen tis going to eat ttisn't going to eat Is t going to eat? Jeongrow coon. akon ei a. Weare going toeat We aren't goingtoeat Are we going toeat? next week / month / year You are going to eat You aren't going to eat Are you going to eat?” ‘They are going to eat They aren't going to eat __Are they going to eat? to tak about future plans and intentions to talk about an action about to happen or a future event based on present evidence 1 Complete the sentences with the verbs in 3° Look at Mrs Dawson's diary for tomorrow. brackets. Use be going to. ‘Then answer the questions in Exercise 2. tla (be) out of the office all morning tomorrow. : 2. The company 19% (fot impon) any new products this 3. We (discuss) { the problems at the meeting on Monday. 10:00 go over AWP contract 4. They with Bruce (not pick up) the parcels today. 8. MrKright 12:00 prepare presentation fo" {G0 over the bank statements this afternoon. marketing meeting 61 (not hire) any new employees in the near future, 14:30 discuss personnel 3 prablems with Geargia. = 2. Write questions with the words below. Use 2 be going to. |h 15:90 meet Dean Fiscal = 1. Mrs Dawson and Bruce / go over / the AWP } CEO Fischel contract inthe afternoon 2. Mrs Dawson / prepare / a presentation for the marketing meeting / at noon 3. what / Mrs Dawson / discuss / with Georgia 4, who / Mrs Dawson / meet / at 3.30 pm 5. when / Mrs Dawson / have / dinner 56fat ani Grito We aren't leaving tomorrow, ‘Are you leaving tomorow? Le ic) SU ara to tak about definite plans for the future 4 Complete the sentences with the verbs in brackets. Use the Present Continuous with future meaning. wt supplies on Tuesday, 2 you (send) these parcels tomorrow morning? 3 We (not go) over the job applications this afternoon. 4 Mr Mis (0articipate) in the meeting next Wednesday? 5. They (go) out soon, der) office Rane (ies | wl call won't call Wil | call? Youwillcal —Youwon't call Will you call? He wil call — He won't call Will he call? She will call She won't call Will she call? htwitcall ——ttwon't call ——-Willit call? Wewillcall We won't call Wil we call? Youwil call —Youwon't call Will you call? They willcall_ They won't call__ Wil they call? Yes, she will No, we won't ie tomorrow / one day / in the future to talk about a planned schedule, a prediction or a spontaneous decision or promise 5 Complete the sentences with the verbs in brackets. Use the correct form of will. wl (handle) the problem, 2. I'm afraid we (not make) a profit on this sale. 3. Ms Lawrence (get back) to you in a few minutes. 4. The CEO (not sign) this contract. 6 Write questions with the words below. Use will. ‘Then match the questions to the answers. Questions 1. who / be / the next Managing Director 2. they / give / us /a discount when / this meeting / end 4, how / we / improve / this product the cargo / arrive / in good coneition Answers a. Maybe by using a stronger plastic. 8 b. Yes, it wi 2 ©. I think in about an hour, = d._No, they won't. = e. hope it will be Mrs Robinson. 5 Complete the sentences with the verbs in 3 brackets. Use the correct form of will. Then match the sentences in A to the sentences in B. A 1 1 (be) in charge of incoming mail? 2. Do you think Bil (start) a business? This project (cost) the company a lot of money. 4. I'matraid | inspect all the items. you (remember) to let me know as soon as possible? (not have) time to a. We (do) everything can to minimise b. I promise | cc. Yes, he's thinking about it. He probably (telus about it soon. osts, (not forget). d. Yes. You distribute it e. Itsalight.| (check) them, (sort) it andFirst Conditional Iyouhury, you won't be late. (Present Simple), (Future wil) You wil be tate it you don't hurry, Unless you hurry, you will be ate. Witt you make the shipping arrangements if! show you how? to tak about things that will possibly happen in the future Watch Out! Don't forget the comma when the condition comes frst. 1 Complete the sentences with the verbs in brackets. Use the First Conditional, 1. itwe. (reschedule) the ting, | will notity you. 2, (not attend) the t's on 4th February. 3. fit (suit) you, we'll have the meeting at 3.00, 4, Ifyou cheok the diary, you (see) that I've got a previous commitment. 5. She won't make it to the meeting if she - (not leave) now. 6. The conference (09) at the Seaview Hotel if our budget is high enough. 2° Complete the sentences with if or unless. 1. We'll mest tomorrow: you have a previous commitment. Mi set up the equipment you tell me what you need 3 more people register, we ‘won't need such a big venue, 4 you give me the menu, Il choose something. 5. The display won't be ready — - we start working on it right now. _. Monday isn't convenient for schedule. you, we'll 7 Grammar Practice 3 4 5 Complete the sentences with the verbs in brackets. Use the First Conditional. 4. Ifyou (wrap) the sample in bubble wrap, i _... (Rot break) Be YOU nese (OK Make) a stake i you (be) careful & How. ‘ (reach) you if | nn (N60) YOU? at (0) out for lunch uniess you (want) me to do something now. 5. Unless Adam (irish) work early, we (not meet) today. 6. They {make} a good proft if they (Gel) this product 7. Where the convention (take place) if the Imperial Hotel... (not be) available? Complete the sentences with the correct verb in brackets. Use the First Conditional. 1. Ifyou them a request, they you with all the information (end, provide) al home unless Mrs Chambers me to stay, (ask, go) 3. Nathan in charge if Mr Lawson 2 (not return / be) 4. We costs if we this shipper. (minimise, use) 5. Who... minutes at the meeting if Jane in tomorrow? (take, not come} Imagine you are a Personal Assistant. Complete the sentences about organising a convention. Use the First Conditional. 1. If my supervisor asks me to find a venue, 1 2. I'llget menus from several caterers if 3. If got a lst of equipment requirements 4, We will need a big aucitorum if 5. Uni today, | get the budget for the conventionein ak) ke if u? ork, ay. sft if ial erb hey ion, POR el Ifyou register in advance, you get a discount. to talk about general truths ~ situations that ‘always happen given a certain condition Watch Out! itis possible to use when instead of if without any meaning, change in 6 Complete the phrases with the verbs in brackets. Use the Zero Conditional. Then match A to B to form sentences, A 1. Mr Spencer —.(compiain) 2. tthe parcel (be) fragile 3. Hyou (want) to delete messages, 4, When | (schedule) Mr Barnes’ meetings, eal (cal IT 6. She (fl) in @ waybill B a. you (Press) 2, b. when she (send) parcels by courier. when | (be) late, i it! (check) his diary. (need) help with the ‘company intranet you {label it “handle with care” some / any / no compounds Ce (er Interrogative Uses ‘There is a security camera somewhere in the building Nothing was stolen. They didn't take anything, Has anyone seen my briefcase? to talk about people: someone / anyone / to talk about things: ‘no one ‘something / anything / nothing to tak about plact somewhere / anywhere / nowhere Watch Out! some, any and NO ‘compounds are abways in th e singular. 10 Answer the questions with no one, nothing or nowhere. 1. Who's in the conference room? No.one, ‘What are you going to order? Who aid you call? What have they prepared? Where did you go? Ae ‘Answer the questions in Exercise 7 with anyone, anything and anywhere. Write negative sentences. 1, There isn’t anyone in.the, conference room. 2 . : 2 4 5 5 7 z 5 Complete the sentences with some or any 3 ‘compounds. z 1. We need a venue near the g train station. 2 2, Have you heard regarding " the shipment? 8, There ist san inthe auditorium. Theres ‘on the other line 5. There's. Vd lke to discuss with you. 6. Have you seen the laser pointer 2 Circle the correct answer. 1. At Has Mr Kaye hired anyone / anything / something? B: No, Nothing / No one / Someone was suitable. 2. A: Is thore anywhere / something / anything urgent that | must do now? B: No, there's no one / nowhere / nothing Urgent right now. 3. A: Have you seen Keira nowhere / anywhere / anything? B: I'm sure she's somewhere / something / someone in the building. Maybe she’s in the warehouse. 4. At Hannah, the receptionist, has got somewhere / something / anything for you B: I wonder what itis. | wasn't expecting anything / someone / anywhere. 5960 1 Match A to B and circle the correct answer. 3 Look at the pictures. Then write the answer to : 8 Grammar Practice You can cook. You can't cook. ‘Can you cook? He could cook tast year. He couldn't cook last year. Could he cook last year? ERSMM They must cook ‘They mustn't cook. - She should cook ‘She shouldn't cook Should she cook? ‘Yes, you can. / No, you can't. Yes, he could. / No, he couldn't. Yes, she should. / No, she shouldn't. ean: to talk about abiity, possibilty and to ask permission or make requests could: to express ability in the past, possiblity and to make polite requests ‘must: to talk about rules and obligations or the need to do something mustn't: to express prohibition should: to give advice and to talk about duty A ‘the questions in Exercise 2 under each picture. 1. Mr Thomas isn't busy at the moment, 2. You are talking too fast. 3. There willbe a 45-minute break soon. 4, Whereis your name tag? 5. Susan hasn't got a brochure, 6. Bill and Kate han B We ean / can't have coffee then. ‘They can / can't hand out brochures. | can / can’t understand you, ‘You can / can't take part in the conference without it, "1. got anything to do. fe. He-can/ can't come to the meeting, 1. She can / can't see the company's products, 2. Write questions with the words below. Use can. 1. you/ take / a brochure 4 Complete the sentences with could or couldn't. 2. Mark / hear the speaker 1. Gemma broke her hand, so she take notes, | went to a quieter room, so that | ‘concentrate better. Mrs Bellamy _ come to the meeting because she was il 4, After they fixed the microphone, everyone hear the speaker. 5. Mark was late for the meeting because he 6. we/ take the it start his car 8. Jack / find his name tag 4, Lisa / come to the meeting 5. the participants / speak FrenchSE ‘Write the words in A in the correct order to 9 form questions. Then match the questions in Ato the answers in B. A 1, James / all the questions / could / answer 2. help / please / me / could / you 3. you / the meeting / please / could / reschedule 4. the meeting / they / in Rome / hold / could = 10 B a. Yes. Ill be right there. ._ Yes, they found an excellent venue, c. Yes, he was well prepared. 4. Yes. Is 4 o'clock convenient? Complete the sentences with can, can’t, could ‘or couldn't. 1. The telephone line was very bad 1 hear what she was saying, 2, Nick hasn't got any free time, He help you with the project. 3. We: _ see that the speaker was nervous. He dropped his papers twice. 4. Read this brochure and you .. learn more about our products. Circle the correct answer. 1. This is an important meeting. You must / n mustn't miss it 2. Those gifts are fragile. You must / mustn't wrap them well 8. Amanda is very busy. She must / mustn't finish her report by Friday. 4, These goods must / mustn't antve late. We wil lose business if they do, ‘Some of the participants don’t speak English very well, You must / mustn't speak slowly. Greg left a note for himself on his desk. Write the things he must and mustn't do. Bir ensywinout Choose the correct answer. 1. Please ask Kate and Peter to come to the conference room, a. They should greet our customers. b. They shouldn't greet our customers, 2. Lisa's opening remarks will be great. a. She should won. b. She shouldn't worry. 3. The conference has begun. ‘a. You should switch off your phone. b. You shouldn't switch off your phone. Write the words in A in the correct order to form questions. Then match the questions in Ato the answers in B. A 1. present / who / the new product / should 2. have / the break / we / when / should 3. should / the conference / we / where / hold 4, make / should / the opening remarks / David B In Bradtord, Kate, At about 12.30, Yes, he's an excellent speaker. Look at the pictures. Then write sentences ‘the words in brackets. Use must, mustn’t, should or shouldn't. (people / smoke here} (he / use his mobile phone here) = } (you / wear your name tag) | name tags | (he /listen to the speaker) 6 ‘JOLLOVHd YVWIWYHD9 Grammar Practice RCRA eee od Ihave to go I don't have to go You have to go You don't have to go He has to go He doesn’t have to go She has to go She doesn't have to go ithas to go It doesn't have to go We have to go We don't have to go You have to go You don't have to g0 They have to go They don’t have to go Do | have to go? Yes, Ido. / No, | don't. ‘Do youhave to go? —_Yes, he does. // No, he doesn't. Does he have togo? TEE Does she have to go? have to: to talk about rules Does ithave to go? and obligations or the need to do something don't have to: to talk about Do you have to go? lack of obigation Do they have to go? Do we have to go? Watch Out! We algo use must to tak about rules and obligations, but we Us n't to express pronibt must 1 Complete the sentences with the verbs below. Use the affirmative form of have to. make + tell «fillin + watch + display + contact wt the Exhibition Manager by 13th October. 2. We a list of the things we need. 3. You all the promotional material on our stand 4. Mrs Webb us exactly what she'd like, 5. Matthew the registration form and send it with our deposit 6. Our Sales Manager... the video clip. If he likes it, we'll put it on our website, 2 Complete the mini-dialogues with the verbs in brackets. Use the correct form of have to. LA both Anna and | (attend) the exhibition? No, Anna (not go}, but you (be) there, 2 & the designer (make) new posters? B: Yes. He (oreate) new posters and @ banner as well aA we (eaisten in advance? B: Yes, and we (0ay) in advance as wel 4. A: What time we (get) to the exhibition hal? BI _—. (arive) early to set up the booth, but you (not be) there until 9.09. Cae ee You don't have to attend the conference. You mustn't be late! Complete the sentences with don't have to, doesn't have to or mustn't. 1. We prepare any more promotional material. We've got enough 2. Rosie ‘take minutes at today's meeting, I'l do it 3. You leave the booth unattended. Someone always has to be there. 4, He design anew banner. The one we've got is fine. They Postpone the meeting. Its important that we have i today. 61 - _ train Jeff. He's already taken a course.aan Youmaygo. He may not go. I might go. They might not go ii May! go? Yes, you may. / No, you may not. Uses may: to express possibility in the future to express permission in formal speech to make a polite request or offer might: to express possiblity in the future 4) Write the words in the correct order to form sentences. 1. may / the exhibition / we / this year / participate / in / 2. not /enough / might / storage space /1/ have / 3. toenter / our company / next year / the Russian market / try / might / 4, we/ the large conference room / tomorrow morning / use / may /? 5, the closing session / Mr Amolds / not / may / attend / 5 Complete the sentences with the words below. may sign up + may | see * may | offer may not be * might make + might not have 1. 'mafraid | time to prepare the presentation today. 21 _...{or the robotics convention next week. 3. - your idea for the ‘commercial? 4, We ‘a.good profit on this 6. you a sample of our new perfume? 6 Mrs Cooper... here in time for our staff meeting EERE ste can do the job, FEEREIE He could read when he was fv, We should take some time oft HEEB 01 must swipe your card before you leave. You mustn't leave before you clock out They have to work overtime this week BRIBE ray coca to my boss You might enjoy it 6 Match the sentences in A to the sentences in B. A We have to display a lot of material This colour may be difficult to read, ‘You mustn't put confidential documents here, | can't attend the meeting tomorrow. Could you please prepare the contract? B Can you please take notes for me? ‘We must have a bigger booth, Mrs Stevens has to see it We should make it darker ‘Someone might see them, JOLLOVEd YYW eaoge N Circle the correct answer. 1. ltaked to the purchasing manager of WOG, He can / must / may try our new product. 2. Mr King couldn't / can't / shouldn't join us yesterday. He had a previous commitment, 8. You can't / shouldn't / don't have to put ‘someone on hold for a long time. Should / Can / May you type this, please? We have to / might / could make sure the exhibition is a success. 6. 'matraid we mustn't / can't / might not have enough giveaways for everyone, 8 Rewrite the sentences using the modals below. should + don’t have to + must + may + mustn't 1 ‘good idea to make small talk at conventions, 2. You are not allowed to enter that area. 3, Itisn't necessary to find new vendors now. » Perhaps I'll assign this project to Helen, 5. Always speak politely to the customers. 63| O Grammar Practice 3. Look at the pictures. Write sentences with the Rell knee hace words in brackets and the comparative form of ees the adjectives bolow. ease teak Tek nis old «comfortable « wet endl « expensive» dty i ums seat 6 good— better bad—worse _ far — farther / further ma a3 — a. 4 to compare one person, thing or group tans with another person, thing or group Watch Out! ~ shorter 1. Complete the sentences with the shot Sho" comparative form of the rice ~ ni adjectives in brackets. ig - bigger > = 1. The rooms on the top floor are easy ~ easier — (quiet) | ETO] the rooms on the other floors, | | 2. Ourhotelis ss eect 9 acne Reens tel wo (the Park Hotel /the Riverside Hotel a (00) the blue one, 4, The service at Lintom Car Rental is (good) the service at Pote’s Cars, 5. The Oak Tree Hotel is (modern) the New Hillside Hote! 6. The fish at Port Gaféis (tasty) the fish at Rivers Restaurant. Write sentences using the comparative form of the adjectives in brackets. 1, The Golden Cactus Hotel is always full. The Desert inn is often empty. (popular) 2. Aight to Paris costs £200. A flight to Amsterdam costs £150. (cheap) John rented a car for seven passengers, Mike rented a car for five passengers. (small 4. The drive to Greendale takes three hours. The drive to Blackbridge takes four hours. (long) 5, The Excelsior Hotel nas got a restaurant, a ‘ spa, a fitness centre and a swimming pool The City Hotel has only got a restaurant, (luxurious) — (Doug's bed / Ed's bed) 64‘Superlative adjectives Samal the cheapest the most expensive Coie good—best bad - worst _far~ farthest / furthest re to compare three or Watch Out! short - shortest more people, things or groups and say that ‘one of them stands out rice ~ nicest in some way 4 Complete the sentences with the superlative form of the adjectives in brackets. The new hotel is (tal) building in town, What is (easy) way to get to the airport? The Queen's Hotel is (famous) hotel in town. ‘Anna's hotel isin (no'sy) part of town. This restaurant has got (hot) Indian curry in town, This is (magnificent) suite in the hotel Look at the chart below. Complete the sentences with the name of the correct car rental company and the superlative form of the adjectives in brackets. Car ental | Number of | Cost | Customer company | passengers | per day | satistaction AGACars 9 7 @@ 5 0 © 8 240 5 £35 is offering (big) car of all is (cheap) company of all gives (bad service of all has got expensive} cars. customers are (satisfied) of all Circle the correct answer, 1. This car is more comfortable / most comfortable than the other car, The fight to Moscow is longer / longest thar the flight to Frankfurt Stars Hotel has got the more luxurious most luxurious spa. Heathrow Airport is one of the busier / busiest airports in the world The Two Towers Hotel is more popular / ‘most popular than the CityGate Hotel The waiters here are friendlier / friendliest than the waiters in the other restaurants, This is the worse / worst hotel in town! Cardiff is one of the flatter / flattest Cities in the UK. It's great for riding bikes! Write eight sentences comparing the hotels in the chart. Use the comparative and superlative forms of the adjectives below. DSS eao Top 1998 140 £160 * Bay 2014 380 £150 we Bridge 1967 35 £80 ake Grown 1895 60 £350 wok Forest 2005 120 £220 to big + small + expensive + cheap + old + modern good + bad 301LOVHd HVA,66 ] ] Grammar Practice ara) ‘The TFA surveillance system is as expensive as the WOA surveillance system. ‘The alarm system is not as expensive as the seourity cameras. Use to show that two people, things or groups are equal or not as 1 Look at the information about paper shredders: and write sentences with the words below. Use the correct form of (not) as... as. Speed Mode! Size perminute Pree ‘Shredit 22x35x54.em 3.5 metres £224 Top Security 23x96x59cm 8metres £489 PaperCut —-27x50x87em Smetres £652 Secure Now 23x36x59cm Smetres £312 1. the Seoure Now / cheap / the Shred-lt the Top Security / big / the PaperCut 3. the Secure Now / small / the Shred-tt the Top Security / large / the Secure Now the Top Security / expensive / the PaperCut the Top Security / fast / the PaperCut 2 Circle the correct answer. 1. Mr Morgan's salary is not as high as. / higher than Mrs Taylor's salary, Mr Morgan ams £32,000 and Mrs Taylor earns £34,000, 2. Inthe summer and winter months, about the same number of people take holiday leave. ‘The winter months are usually as popular as / more popular than the summer months for holidays. 3. Daniel and Sharon both work eight hours a day. Sharon's workday is as long as / longer than Daniel's workday, 4. My office is darker than yours. The lighting in your office is not as good as / better than the lighting in mine, The premises are too small ‘The premises are not big enough. re too: to show that something is excessive (not) enough: to show that something is sufficient or insufficient 3 Complete the sentences with the adjectives in brackets and too ... or (not)... enough. 1, This security camera isn't good. The pictures are (clean, 2. In my opinion, she's (young) to be the CEO. She hasn't got enough experience. Is this room (private) for a board of directors’ meeting? 4, We're not going to buy this alarm system. Ws 2 (expensive). 5. The catalogue is (attractive), We have to make a new one. 6. The lifts are _—... (slow) {for such a big building. It takes a long time {0 get to the 50th floor. e 4 Look at the pictures and write sentences with the words below each picture. Use too or (not) enough. (the auditorium / (the gil tall) (the background / crowded) dark) (your dog / he boy/stong) the condor / fend) wide)Ucn res ‘The green banner is less attractive than the blue banner. ‘The orange banner is the least attractive. to make negative comparisons 5. Read the sentences and circle the correct, statement. 1. Last year, the company had 2,300 orders in May, 5,400 orders in June and 4,250 orders in July a. July was less busy than May, b. June was the least busy month. cc. May was less busy than June, 2. Dave's camera cost £210, Lity’s camera cost £125 and my camera cost £154, a. My camera was less expensive than Lily's camera. b. Dave's camera was less expensive than my camera, ©. Lily's camera was the least expensive of the three, 3. At our exhibition in 2011, there were 325 People; 270 people attended in 2012; and in 2018, we had 412 people. ‘a. The 2011 exhibition was the least successful b, The 2011 exhibition was less successful than the 2013 exhibition, c. The 2013 exhibition was less successful than the 2012 exhibition, mura slow- slowly careful-carefully easy — easily regular: good well hard - hard fast—fast high - high Use to describe actions 6 Complete the sentences with the adverb form of the adjectives in brackets. 1 When there's a break-in, the alarm system rings (oud). 2. Speak to customers (potte). 3._I'm very happy with the new administrative assistant. She does her work (00d) 4. Why are you looking at me so (suspicious)? 5. She always handles problems (Grofessional, 7 Look at the pictures and complete the sentences with the adverb form of the adjectives below. a . comfortable + bad ¢ fast + high + careful + angry 1. Walk - 1 2. We enjoy traveling - so we hired this car. 3. The customer is speaking to the shop assistant 4. We're driving above the lake. 5. The man in the litle white car is driving very 6. They installed the security camera above my desk CCS completely, extremely, very, pretty fairy, quite, sh ightly, not at all She types very quickly. to give an idea of greater or lesser intensity ise Match A to B and circle the correct adverb. A 1. He's very happy with the new fingerprint scanner, 2. We're not going to stay at that hotel again. 3, Mr Larson refused my request for holiday leave. 4. It took me along time to do all the paperwork. B a. We were not at all / pretty pleased with, the service. . It was slightly / quite citficut c. Pmvery / completely upset. d._It works fairly / extremely well JOMLOVHd HVWWHD 67] 2? Grammar Practice Iwas working | wasn't working Wes | working ... 2 ‘Yes, he was. / No, he wasn't. You were working. ‘You weren't working Were you working ... 7 Yes, we were. / No, we weren't. Haves working“ He eairvwothng. Washo Werk: She was working She wasn't working Was she working ...7__yesterday, last night, a weak ago Itwas working Ik wasn't working Wes it working... 2 We were working We weren't working Were we working .. ? Watch Out! You were working You weren't working Were you working ...? talk ~ taking They were working _ They weren't working __ Were they working ..? ait sting a write — wring ride riding to tak about an action in progress at a specif time in the past study — studying to talk about two or more actions in progress at the same time in the past 1 Complete the sentences with the verbs in brackets. Use the Past Continuous. 1. At 10.00, Debbie (handle) customer complaints. 2. The administrative assistants (type) letters all morning 3. You (repair) the printer at 11.30. 4 (plan) the budget for the convention at 9.00. 5. The CEO's PA (take) minutes at a meeting at 12.00, 6. We 7 (sit) in the lobby at 2.30. 2. What was happening at the office building at 9.00 am? Look at the picture and correct the sentences below. Use the Past Continuous affirmative and negative, 1. Amy was making coffee in the kitchen ‘Amy wasn't making cottee in the kitchen, She was sorting the mail, 2. Nina and Pam were fling some documents. Mr Lewis was reading a contract. 4, Dave and Andy were weighing some parcels, 5. Luke was standing on a chair. 68Complete the questions with the verbs in brackets. Use the Past Continuous. 1 Amy (stamp) the letters? 2, Mr Lewis — (wear) his glasses? 3 —neee Nina and Pam (talky? 4 Dave and Andy _ (have) lunch? 5 oe Mr Lewis 7 (sit) in his office? ‘Answer the questions in Exercise 3 according to the picture in Exercise 2. 1 : Complete the sentences with the verbs below. Use the Past Continuous. Use + discuss + not speak + show + not work 1, At8.00, Pete and | video clips to the visi tors. 2 — you the photocopier a few minutes ago? 3. She very clearly, so we couldn't understand her 4, They —-vsenm €t 1.00, They were at the cafeteria 5. Mrs Watson ——-w the problem with Mr Powell earlier? Write sentences about what you were doing at the following times. Use the Past Continuous. 1, 11.00 on Thursday morning 2. 4.00 this morning 3. half an hour ago 4, 9.00 on Saturday night (ges Ane ones We were discussing the contract when we got the message. The visitors arrived while we were having @ meeting, | was setting up the equipment while Jo was preparing the refreshments, re Past Simple: to talk about completed actions that took place at a specific time in the past Past Continuous: to talk about actions that were in progress at a specific time in the past to talk about an action in progress that was interrupted by another action Watch Out! when = Past Simple while = Past Continuous 7 Circle the correct answer. Lucy was arguing with a customer when / while Mrs Stanford arrived, 2, The alarm went of when / while | was showing some visitors around. 3. While / When | was inspecting the items, | saw that some had detects. 4. While / When you called, we were discussing some important issues, 5. had an accident while / when | was driving to work 8 Complete the sentences with the verbs in brackets. Use the Past Continuous or Past Simple. Rob (discover) a problem while he (check) the surveillance system, a (search) the Intemet when | {fina some interesting information. 3. While Sandra and Terry : (set up) the stand, Trevor — (replace) the banners on the wall 4, Mr Gleason — (wait) for the customers when they — (call) to cancel the meeting, 8, While | (carry) allarge box to the stockroom, | nn fall 6 You - {not listen) very carefully wnile | — (explain) the regulations. 69 JOLLOVUd HVWINVHD] 3 Grammar Practice teeta io inns Ihave testes Ihaven't tested Youhave tested You haven't tested He has tested He hasn't tested, She has tested She hasn't tested thas tested tthasn't tested We havetested Werhaven't tested Youhave tested You haven't tested They have tested They haven't tested 1 Complete the sentences with the verbs below. Use the Present Perfect Simple affirmative. file + assure + conduct + analyse + book schedule 1. We the meeting with, the CEO for two o'clock. 2. Amy us that this price is an excellent valve. 3. You thes documents under “human resources" instead of "marketing’, 4, Mark and his team a survey on people's buying habits in Sweden, 6. John. the conference 90m for 10 o'¢lock on 4th May, 6. Tim and Jane the sales figures for this year, and they're very good. 2 Complete the chart. CO Pastas bean begun foc forget © keep leave make un send show take 12. wnte 19, dea 2S eengaasones Have | tested ... ? Have you tested ...? Has he tested ...? Has she tested ...? Has it tested ...? Have we tested ...? Have you tested ...? Have they tested ...? Yes, |have, / No, | haven't Yes, she has. / No, she hasn't ever, just, already, never, yet, for, since to talk about an action that started inthe past and is relevant or continues in the | present | 3 Complete the sentences with verbs from Exercise 2. Use the Present Perfect Simple affirmative. There may be more than one correct answer. 1. We all of the brochures to customers. Can you order some more? 2. Don't worry. | with the problem. 8. Many people interest in our new line of products. 4. Linda the office. ‘She'll be back in an hour. 5. Harry to order the name tags. What will we do? 6 You _—...me an e-mail, but I can’t open the attachment 4 Write sentences with the words below. Use the Present Perfect Simple negative. 1. L/ ire / more telemarketers 2. David / reschedule / the sales meeting 3. we/ discuss / the sales figures / for October 4. they / ship / the goods / to Amsterdam 5. our company / begin / producing telephones Robert and Peter / go / to London5. Look at Andrea's list of things to do before the sales conference. Write six sentences about what she has and hasn't done. U X buy light refreshments X speakto the IT department about projectors 1 book the conference room write opening remarks prepare a PowerPoint presentation ¥ askZoe to type the agenda 6 Circle the correct answer, 1 ‘Anna has been a telemarketer ... two years, a. for ». since Martin has ... sent you the reports, a. ever b. just We have worked with Miller and Sons 2011 a. for b. since They haven't... taken part in an exhibition, a. already —b. ever Lisa has ... answered my e-mail a. just b. yet | have ... spoken to that customer. a. ever b. never You haven't sold anything ... a month, a. for b. since Janis has ... begun the survey. a. yet b. already 4 Write questions with the words below. Use the Present Perfect Simple. 1. many people / take part / in the survey 2. which / target population / you / choose 3. William / conduct / enough / interviews 4. we / increase / demand / for the product, what / people / say / about our products 6. where / Fiona / put / the sales analysis Match the answers below to the questions in Exercise 7. ‘They love them! Its on her oi ‘About 60, No, we need to find more interviewees. Young people between the ages of 15 and 19. Yes, our sales are 20% higher. aece ‘Complete the sentences with the verbs below. Use the correct form of the Present Perfect Simple. schedule + run out of + develop + not prepare leave + not make + hand out « not collect 1. The conference is tommorrow and I my presentation yet. 2, you the next marketing meeting? 3. Luke brochur potential customers. 4, We anew computer program for small businesses and i's very successful 5, anyone me a message? 6. Neil enough information to make a sales analysis, 7. The Financial Director is very concerned, The company ‘a profit this year. 8 we questionnaires? {can't find any! A} 4 Grammar Practice ‘The company's profits have grown by 10%, (Present Perfect Simple) They grew by 10% last year, too. (Past Simple] Present Perfect Simple: to talk about an action in the past that is related to the present to emphasise the importance of the results of the action, as they affect us now Past Simple: to talk about actions that began and ended in the past 1 Tick the pairs of sentences with similar 4 Complete the sentences with the verbs in meanings. 1. Mrs Parker has been CEO since 2008. Mrs Parker was appointed CEO in 2005. Louis has just picked up the part Louis picked up the parcel an hour ago. We've had this luggage for two years. We bought this luggage two years ago. I've worked here for five years. | worked here five years ago, They have had this property since 2002 They bought this property in 2002, 2 Circle the correct answer, 1. When did that company go out / has that ‘company gone out of business? Name tags were / have been out of stock lately Have you ever participated / Did you ever participate in a focus group? They have begun / began issuing shares in 2005. Mr Stevens didn't prepare / hasn't prepared. the cash flow statement yet | didn’t receive / haven't received the merchandise yesterday, Complete the sentences with the time expressions below. already + yet + never + a few minutes ago singe * last year 1. Diane hasn't sent the questionnaire to our customers J arrived at the exhibition - and ''m waiting for you at the entrance, Mr West has contract. Here Iti. Mrs Garth has run the busine: her father died, 's that the company that went out of business. signed the We've been to italy, but 've always wanted to visi brackets. Use the Present Perfect Simple or the Past Simple. wd —.. {plan} two marketing campaigns recently We (have) an orientation meeting for the new employees yesterday. you (represent) the company at last year’s conference? Bill (not make) a reservation yet because the fight was fully-booked, Mr Price already (prepare) the budget for the convention? ‘Complete the sentences with the verbs below. Use the Present Perfect Simple or the Past Simple. not hold + take talk + not see + reach 1. We just a long-term loan, the parce! its destination yet? Yesterday, | neve 10 OUF supplier regarding the shipment. We _ last week's meeting at the office. It was an off-site meating 1 Katie lately. Is she on holiday? Write a sentence about something 1. you did last weekend you should do but haven't done yet interesting you've done fun you did last summerHe used to work here, femurs ‘They didn't use to have a security camera. Did she use to work as a ened telemarketer? Yes, shed. / No, ho ont to talk about past habits and states which are now finished 7 Complete the sentences with the verbs below. Use the affirmative form of used to. work + sell + be + receive * have 1. We our exhibitions at the Emperor Hotel, but we use the St George Hote! now. 2. They only to the domestic market, but they've recently begun to export their products. 3. Brooke part-time, but she started working ful-time last month, 4. My office on the second floor, but I've just moved to the third foor 51 the company's clients, but now that's Emily's job. 8 Complete the sentences with the verbs in brackets. Use used to, affirmative or negative. 1. In the past, only men (do) secretarial work because women {not work) outside the home, 2. People {not communicate) online before the invention of the Intemet. They (send) letters by post. 3. Secretaries (not prepare) documents using word processors. Before offices had computers, secretaries (type) documents on typenrters 4, People {not transport) merchandise by air in the past. They (ship) goods by sea. 10 n Erin changed her lifestyle after she got a job. Write four more sentences about what Erin used to do and didn't use to do according to the information below. ‘She stopped * sleeping late * going out on weekdays * exercising every day Sho started * participating in staff meetings * attending conferences Erin.used to, sleep late, 1 2, 4 5. Write questions with the words below and the correct form of used to. 1. people / have / air-conditioning /in the 1800s 2. people / work /in tal buildings / 200 years ago 9. people / send messages / on mobile phones / before the year 2000 4, people / fle / documents / on PCs (personal computers} / in the 1990s Read the sentences. Then answer the questions in Exercise 10. 1. The first modern air-conaitioning system was designed in 1902, 2. The first sate lft was installed in 1853. 3. Text messaging began in the 19: 4. The PC was produced in 1981 Write two sentences about what you used to do and don't do any more, and two sentences ‘about what you didn’t use to do and do now, Ve 2. 3 - — 4 73 BOLLOVHd YVINWVHD:5 Grammar Practice Peirce Thad solved Thadn't solved Had | solved ... 7 Yes, | had. before, after, yet, already, Youhad solved You hadn't a 88 800n as, until, by the jounad solved Youhadn't sowed Had you solved ..? No, youhadn't. 5° He had solved He hadn't solved Had he solved Yes, he had. She had solved She hadn't solved + Had she solved ...? No, she hadn't. to talk about actions that It had solved Ithadn't solved Had it solved ...? Yes, it had. took place before another We had solved + We hadn't solved Had we solved ...2 No, we hadn't, activity or time in the past Youhad solved You hadn't solved + Had you solved ...? Yes, you had. Watch Out! sfect Sipe ‘They had solved They hadn't soled Had they solved ..? No, they hadnt. "| Use the Past Pereot S vo for the earier activity an the Past Simple fr the more recent activity Match A to B to form sentences. Then circle Circle the correct answer. the number or the letter in A or B to show 1. We bought the insurance after / until we ‘which action happened first in each sentence. had talked to several insurance agents us They stil hadn't made a decision when / We had given the designer specifications as soon as we called, After they had explained now the robot | had tried several phone numbers after / worked, by the time | finally succeeded in reaching The customer complained because bi When we recsived the invoice ‘The courier had't picked up the parcel “They had tested the product as soon as / before | lft the office. By the time / Unti | started working, | had B never had a bank account. she had received a product with a faulty par. 4 Complete the sentences withthe verbs below. we saw that they had overcharged us Use the Past Perfect Simple. eerie give * not open « check + go out + not receive lose belore they started seling it ie Eaerenere 1. Before they approved the loan, they ey gave us a demonstration Cees te Complete the sentences with the verbs in ad brackets, Use the Past Perfect Simple. We didn't know about the problem because i Noun we any complains. Sretiors EE Sere Cee Tete |r nsw the pron because “They developed the product after they ie (conduct) several the company ana a lot of money before it stof business? When we started the meeting, the CEO gece foto He only agreed to lend us the money ater Unlorunatey wo we him our personal (not take out) fre insurance betore the fre guerantee ocurred She had @ personal account when A she started her business, but she (prepare) all the paperwork by the time you ee finshed packing the parces? Cara (rot had) any experience untl she joined our staf.se Write the words in the correct order to form sentences. There may be more than one correct answer. 1. you / had handled / by the time / arrived / the problem / we / 2. until /at the exhibition / introduced us / we / you / hadn't met / 8. heard /had / when / you / the office door / you / the noise / already lacked / ? the meeting / hadn't printed / began / Angie / the schedule / before / 5. because / Alan / wasn't effective / he survey / the marketing strategy / hadn't completed Circle the correct answer. 1. By the time the conference had ended / ‘ended, we had made several important contacts, 2. Dr Simms was angry because she didn’t receive / hadn't received the fax. 3. When they got to the departure gate, they saw the plane took off / had taken off 4. didn't call / hadn't called you back becaus | hadn't got the message, 5. I hadn't checked the stockroom so! didn't order / hadn't ordered more bubble wrap. 6. Sara bought a salad at the café because she forgot / had forgotten to bring lunch. 7. John noticed his camera was gone, Had someone taken / Did someone take it? 8. Had you understood / Did you understand the procedure after | had explained it to you? Complete the sentences with the verbs in brackets. Use the Past Simple or the Past Perfect Simpl 1. | had worked here for ten years before (eecome) the CEO. 2. After! (book) all of Ms Shaw's fights, she cancelled her business trip. a) eee {Pot hire) any ‘new employees until we expanded the business, 4, They {not sign) the contract because they hadn't agreed on the terms, 6 you {inspect the shipment before you sent it? 6. By tho time he (Contact) us, we Nad already found another vendox. Write sentences with the words below. Use the Past Simple or the Past Perfect Simple. 1. Andrew not join us for dinner / because he already eat at home / 2. by the time we retum to the office / the bank approve the loan / 3. you begin the survey / before the computer stop working / ? 4, there / be a break-in / before we install the surveillance system / ? 5. the shipment not reach its destination / because they not do the paperwork. properly / 301L9Vud YYW 75ROCs ‘The woman who / that called didn't leave a message. oad Seem The hote! which / that you found isnt in the city centre. Did you see the cat which / that came through the window? The building where | work has got 88 floors. ‘This is the day when we usually have our meetings, The manufacturer whose products we use has gone out of business. to give essential information about the person or thing ‘mentioned in the main clause Underline the relative clause in each sentence and circle the words each clause refers to. 1. The website which you set up is striking, Is that the room where you had the meeting? 3. October is the month when we usually have our exhibition, 4, These are not the goods that | ordered 5. Is this the customer service representative who served you? 2. Circle the correct relative pronoun. 76 1. The template which / who / where we used is not suitable, The girl which / who / whose was interviewed created a positive impression. 3. What is the name of the company that / who / whose catalogue we received? 4. ‘The hotel which / where / that we stayed is. very nice, 5. Summer is the time when / where / which most people take holiday leave. Write when, who, which, where or whose and complete the sentences about yourself. 1. product | bought ontine is 2. shop Toften buy clothes 8, The month Twas born is 4. eompeny products 1 use 3 5. Aperson sometimes helps me's ] 6 Grammar Practice 4 Inwhich sentences in Exercise 3 can you replace the relative pronoun with that? 5 Complete the text with suitable relative pronouns. There may be more than one possible answer. amazon CO} D A Pioneer of E-Commerce One of the pioneers of ecommerce is Jeff Bezos, the founder and CEO of Amazon.com. in 1994, Bezos left his job and began working on @ business plan s was the basis for Amazon.com, He made a list of 20 products 7 Could be sold online, in the end, he decided to sell books. 8ez0s wanted his company to have a name 8 first letter was "A", so it would appear early in any alphabetical list. He decided on Amazon, one of the biggest rivers in the world, The day ‘Amazon.com opened its online shop was 16th July, 1995. At that time, it was a small ‘company with a few workers © packed and shipped boxes of books. The place 6 they were working was Bezos garage in Bellevue, Washington. The workers packed the books on a table * was made from ‘a door they had found. Since then, Amazon.com has become the warld’s largest e-shop, * customers can buy almost anything they want 6 Complete the sentences with the relative clauses below. who prepared the cash flow statement where we had our first exhibition whose offices are on the fifth floor which they created for us when we opened our e-shop that delivers computer parts in 24 hours 1. The people are having furniture delivered at 9.00. 2. Do you know the name of the supplier 8. Do you remember the name of the hotel 4, The date oo was 3:d July 2007. The accounts assistant made a mistake. 6. The website looks very professional7 Write a suitable relative pronoun. Then match Ato B to form sentences. A 1. A.customer service representative is a person A warehouse is a place Nine o'clock is the time: The premium is the money The CEO is the person B you pay to buy insurance. runs the business. ‘we begin work you keep merchandise, job includes handling complaints, 8 Join the sentences using relative pronouns. Make any necessary changes. 1. The feedback was very positive. Wk received it 2. ‘The Administrative Assistant is excellent. We hired her last week. 3. The office building is in the centre of town. | work there, u know the time? The vention begins The production team leader is Craig. His t won a prize. Write sentences to define the items below. Use the words below and relative pronouns. a chef + a virus + a container terminal a busy period + a telemarketer 1. isa time /a business / has got /a lot of work 2. is aplace / cargo /'is ke 3. is aperson/ prepares / food 4. is something / can harm / your computer 5. is. person / job / is / to sell / things on the phone JOWLOVYd HVIWWVHD bold in the sentences 1. Joe Meyers is the person which is in charge of all the shipments, 2. ‘The day where we're supposed to meet is not convenient for me. 3. The shoes which | had ordered them were handmade, ‘The auditorium where we are having our presentation there is not big enough, 5, The woman who | took her business card is the Marketing Director of Holmes Fashions. 778 Present Simple “We have a staff meeting every week," he said. Present Continuous “V'm taking part in a workshop now." Past Simple “talked to an advisor yesterday," Craig said, Future Simple ‘Mrs Banks said, “Our company will collaborate with AIM to develop this product.” Present Perfect Simple “We have received some interesting input,” the ‘manager reported. ean understand your point of view.” “You must learn to cooperate with your orkers," she explained. Time expressions and some other words change in reported speech. now > then today > that day tomorrow > the next day / the following day yesterday > the day before here> there this > that these > those I> he/she my > his/her es to report what someone said without repeating it word for word Watch Out! 1 Circle the correct answer to complete the statements in reported speech. 1, "Ill share my thoughts with you.” Lisa said that she had shared / would share her thoughts with us. 2. “Luke often comes up with good ideas. Ms Grey said that Luke often ‘came up with / comes up with good ideas. 8. "We are going on a treasure hunt! ‘She announcad that we are going / ‘were going on a treasure hunt "We must pull together in order to succeed.” Mr Marks told us that we must / had to pul together in order to succeed. 5, “We gave them a bonus last year.” Mss Clark said that they had given / have given them a bonus the year before. 6. “She hasn't made any significant contribution.” ‘Mr Dawson said that she hadn't made / didn't make any significant contribution. 17 Grammar Practice He said that they had a staff meeting every week. She said that she was taking part in a workshop then. Craig told me that he had talked to an advisor the day before, Mrs Banks explained that their company would collaborate with AIM to develop that product. ‘The manager reported that they had received some interesting input. He said that he could understand my point of view. She explained that | had to learn to cooperate with my co-workers, He said that He told me that 2. Hannah receives visitors at the company where she works. Read what she told the visitors and complete the reported statements. 1. "Today you will see the diferent departments in our company. Hannah told the visitors that that day they _. the different departments in their company, 2. "Amelia Gardner designs all our jewellery.” Hannah explained that Amefa Gardner - all their jewellery. 8. “At the end of the tour, you can visit our shop and have some refreshments.” Hannah announced that at the end of the tour they, their shop and, have some refreshments, 4, "Many celebrities have worn our jewellery.” Hannah said that many celebrities their jewellery. 5. “Yesterday, we received an order from the Queen.” Hannah mentioned that the day before, they an order from the Queen3 Change the words in bold to complete the reported sentences. 1. "We participated in the exhibition last year. Mrs Hunter said that they had participated in the exhibition 2. “They are preparing all the promotional material now.” Ryan told me that they were preparing all the promotional material... 3, “I'l explain my point of view. Mr Carr said that he would explain _—... point of view. 4. °Ms Elis is flying to Mexico today.” He told me that Ms Elis was fying to Mexico, 5. “Idon't understand this.” Harry complained that he didn’t understand 6. “We'll reschedule for next week.” Megan said that they would reschedule for Complete the sentences in reported speech. 1. “Ihad a strenuous week.” Jessica told me that : 2. "Iwill give the members of your team a bonus.” Mr Bailey promised me that - 3. "He can deal with this problem.” Mrs Ross said that : 4, "Ms Stone usually prioritises my work. Jenny explained that 5. “I'm evaluating our competitor's product now." Mr Armstrong said that .. - 6. “Sophie hasn't been here all week.” He said that Rewrite the sentences in reported speech. 1. “I fee! really stressed this week," Mia said. 2. “Iwill settle this contct today," Sam promised, 3. “The merchandise is here,” Zak announced, 5. “lm checking the policy," Max reported. 6. “We participated in a workshop about confit resolution last week," Harry said, ‘Tom Hamilton received several messages on his voicemail when he was on holiday. Complete the messages in reported speech. 1. “Hi, Tom. It's Jacob. We received the goods yesterday. They look good.” Jacob called. He said that He also mentioned that 2° bac Oliver said that — He added that "Mr Hamiton, this is Ms Jenkins. I've found the perfect venue for your convention. | need | must book it by the your approval becaus fend of this month, Ms Jenkins said that ‘She explained that 4. "Good moming, Mr Hamilton, Jane Owen from the bank speaking, We've approved the joan that you requested last week.” Jane Owen from the bank said that fe must solve this problem now," Tina said. jelo, Tom. This is Oliver, The MEG contract is problematic. We'll discuss it when you get 30U9vud UVINWYHD 719cross claeeeicy ME tis delivered They are delivered Itisn’t delivered They aren't delivered eae st doivered ... 2 Are they delivered ... 7 Seg Yes, itis. / No, itisn't, Yes, they are. / No, they aren't Time every day, once a week, SC em on Mondays, always, often, usually to focus on the action, not the subject, when the subjact is obvious of unknown Watch Out! . When we mention who or what oie ou the action, it goes at the end of the - sentence preceded by the preposition Py. 1 Complete the sentences with the verbs in brackets. Use the Present Simple Passive. 1. The performance of each employee (assess) twice a year, 2. Bonuses {not give) to all the employees 3. Objectives - (always / et) by the head of the department, 4, The building (not insure} against fire. 5. The company's strategie: (usually / iscuss) by the management. 6. The merchandise {not store) in this building, 2 Write questions with the words below. Use the Present Simple Passive, 1. market research / do / to get information 2. the office supplies / keep / on this floor 3. what / a shredder / use for 4. where / meetings / usually / hold what / fragile items / wrap in 80 ] 8 Grammar Practice 3. Match the answers below to the questions in Exericise 2. a. In the conference room. Yes, itis. Bubble wrap, Destroying documents, No, they aren't ep aos eee EO twas written ‘They were written EEE tt wasn't written ‘They weren't written, Zz eee) Was it written ... ? Were they written ... 2 ce Yes, it was. / No, it wasn't EIRTESIES Yes, they were. / No, they weren't cy yesterday, lastnight, last week, two eiekeccucl Months ago, three years ago, in 1989 to focus on an action in the past, Not the subject, when the subject is ‘obvious or unknown & 4 Complete the sentences with the verbs below. Use the Past Simple Passive. install « not prepare + not sign + leave display + not deal with 1. Their new product in the exhiottion last month, 2. New security cameras last week. 3. The complaint ina professional way, 4. The parcels for shipping on time. 5. The reception desk Unattended for an hour. 6. Some of the cheques by Mr Pearson yesterday,FEESETT ESPTea set onset OnTTC SOTTETSaTOTEInNTETETTOSSTTEESTT ETT EE TEETER eEeEOTCEEEOOTCPEnITOSTSvOTESSOTOTETTITETESTEatoe Eta Etat nae ESAT EEnnT TE an aennT ORT A RETIRE RET 5 o Write questions for each answer. Pay n to the words in bold, Yes, the shipping arrangements were made yesterday. No, our loan wasn't approved. Lara Thomson was appointed head of sales. Mr Cooper's meetings were cancelled because he is il. 5 - The fax was sent an hour ago. 6 a The comments were posted on the company website. ‘Complete the sentences with the verbs in brackets. Use the Present Simple Passive or Past Simple Passive. 1. The members of the team. — (praise) by the head of the department last week. 2 parcels (usually / deliver) by courier? 3. The paperwork. (not do) yesterday. 4. Staff meetings (hold) once a week. Don’t be late! 5, you (introduce) to the members of the team this morning? 6. The mall (not distribute) at the same time every day. CRM aces) ic) He will be notified hen ‘Thay won't be notified ener Will be notified ...? Bia Yes, she will. /No, she won't, Resreceeiem tomorrow, later, soon, in an hour, in the future, next year ry to focus on an action in the future, not the subject, when the subject is obvious or unknown ‘Complete the memo with the verbs in brackets. Use the Future Simple Passive. To: Lynnette Employees From: Celia Adams, Manager Date: 15th January, 2013, Subject: Employee Meeting Ameeting ' (hold) on Monday, 11th February from 9,00 am to 3.00 pm at the salon, Chantall, the new product line from Paris, * (present). The meeting Alead) by Charlotte Ward, who Is our Chantall consultant. Each of our stylists c — (alive) one of the Chantal treatments. There will be a break at 1.00 and lunch * (provide) by Chantal Please note: appointments ‘ (not make) during the shchour meeting, Please remember that you are all obligated to attend this meeting, Employees who fail to attend (not certify) to use the Chantall line, JOLLOVUd YVWINYHD Write questions with the words in the chart. Use the Future Simple Passive. There may be more than one correct answer. the meeting hand out in the the equipment represent auditorium giveaways set up to customers: your company book for us hotel rooms postpone at the convention to Sth March 1 2 3. a 6. o = . Complete the sentences with the correct form of the verbs in brackets. Use the Passive. 1. The reservations (make) last Tuesday. 2. Laundry service (not provide) in the future. 3. When we receive our new cards, they {swipe} by each employee. 4, - problems usually — - (handle) by Jess? 5, The money - (not withdraw) yesterday 6. Lunch (never / order) Until everyone decides what they want. 8182 11 were you, | would accept that job. ! would take a temporary job if| found one. 10 talk about hypothetical or imaginary situations 10 give advice Circle the correct answer. 1. They would give you the job if you were / would be fluent in German, 2. If lwere James, | didn't ask / wouldn't ask for a higher salary. 3. He'd take the job if it didn't require / wouldn't require a move to France. 4, If you were more organised, you didn’t lose / wouldn't lose important papers. 5, Ellen would make some changes if she got / would get the job. 2. Complete the sentences with the verbs in brackets. Use the Second Conditional. 1. It would be helofut if you — (prepare) a list of all the interviewoes, 2. Ifyou gave them a bonus, it (motivate) them. 8, IF wore you, | (tn) t0 be more punctual 4, Ihe - (not be) so lazy, fhe would find a job. She (hot take) that job if she didn’t need the money. 3. Match the conditions and the results below to write sentences. Use the Second Conditional. 1. know English fee! more comfortable 2, goto university work in the UK 3. have an increase our sales air-conditioner the premises safer 4, open an online study economics shop 5. install security cameras 1 2 eee 3 Avene 4 oe Bo ene : ] 9 Grammar Practice 4 brackets and the Second Conditional. 1. At Do you think | should ask lan for a job? (he / you) B: Yes. /f you asked him, he would hice you. 2. Az Do you think we should use this shipper? (save / money) BYES! sense ene ne - = \Why are they going by taxi? (arrive / late) Be ene ee ‘Are you going to take the job? (not require / flexible hours) B: No, Why do we have to work late this week? (not finish / the project / on time) Write a sentence for each situation using the Second Conditional. 1. They aren't going to offer him the job because he seems very shy. ‘fhe didn't seem very shy. they would offer him the job, - 2. Sara can't go to the cinema because she has to work overtime today. 3, I'm not taking the job because the salary isn't high enough 4, You're not fluent in German so you can't work. in our German office. We're not booking that flight because there's a six-hour stopover, 6. They're installing the alarm system to prevent break-ins,a Third Conditional If she had applied for the job, she would have got i. |would have accepted the job if they had offered a better salary. to talk about conditions that can no longer be futfled, since they refer to the past 6 Match A to B to form sentences. A Ithe had worked well with others, If hadn't run out of samples 3. Ifyou had used buibble wrap, It there had been better lighting, lf you had bought fire insurance, B the items wouldn't have broken, they wouldn't have fired him | would have given her one, | would have seen the thiefs face. 7 Circle the correct answer. 1. Ifyou hadn't read / wouldn't have read the instructions, you wouldn't have done it propery. 2. If she had submitted a request, | had approved / would have approved it. 3. We wouldn't have lost the customer if you hadn't been / wouldn't have been ruce. 4, ‘They wouldn't have survived / hadn't survived if they hadn't taken a loan. 5. lwould have lent him the money if he had given / would have given mo 2 personal guarantee, 8 Complete the sentences with the verbs in brackets. Use the Third Conditional. 1, If had seen you at the exhibition, | (say) hello, i (not receive) their catalogue, | woutdn't have ordered from them 3, We would have made a good profit if we (produ that product 4t (explain) the procedure to you if you had asked me. 5. IfRuby (not have) an important meeting, she would have joined us. you would have received compensation. 10 Read the first sentence. Then write a logical continuation with the words provided. Use the Third Conditional. 1. Sherry was in time to catch her train, be late for her interview / miss it 2. We went home at 4.00 realise the report was urgent / stay at work ‘They didn't request any information, know they were interested / send then a catalogue 4. I decided to sign up for the convention. not attend the convention / not meet a lot of people Write a sentence for each situation using the Third Conditional. 1. We worked late last night and that's why we jere exhausted all day. | didn’t prepare the presentation yesterday because | didn't have time, 3. He didn't shred the documents because he didn’t know they were confidential 4, They didn’t hire her because she wasn't suitable for the job. JOLLOVEd HYWIVHO.? O Grammar Practice Circle the correct answer. 4 1. She is / has got single. ‘They didn't start / haven't started hiring yet | dicin’t see anything / anyone who | knew. The demo will be made / will make soon, ‘You might not / shouldn't ask about the salary right away, | go / am going for an interview today. How much / How many exits are there? ‘There were / There was keys in the lock Have you interviewed him / his? Is that the font who / that you chose? 6 7, 8. 9. 10, 2 Complete the sentences with the words in brackets. Use the forms indicated. Present Simple / Present Continuous 1. He usually {not work) in the warehouse, you (update) the maling list now? Past Simple / Past Continuous 3. While we inspect} the items, we (see) that some had defects, you (take) minutes at the meeting when | (cay? Past Simple / Present Perfect Simple 8, Meet Mrs Sims. She. CEO for three years. The parce! destination yesterday, Past Simple / Past Perfect Simple a (have) many different jobs before | (hire) her. (oe) {not reach) its the visitors {arrive) by the time you (reach) the office? ‘Complete the sentences with the verbs below. Use the future tenses indicated in brackets. approve + not regret + ship + not participate 1. We inthe exhibition this year. (be going to) 2. Do you think Mr Orr my request? (Future Simple} 3 - Cathy - the packages to France later? (Present Continuous) | promise that you using our services. (Future Simple} Complete the sentences with the comparative or superlative form of the adjectives in brackets. 1. This exhibition is (big) the 2012 exhibition That was: presentation I've ever seen This parcel is ofall Gloria is (knowledgeable) Roy in that field, 5. Ofall the ideas | heard, Gis was (origina). (good) (heavy) Circle the correct modal. 1. We can / must / might install a security system. Its essential The auditorium was full so we couldn't / shouldn't / mustn't get in. You mustn't / couldn't / don't have to book a conference room. The meeting has just been cancelled I may / must / can sign up for the convention in Chicago, but I'm not sure yet. What's your advice? Could I / Should | / Do | have to reschedule the conference call? Complete the sentences with the words in brackets. Use the forms indicated. Zero Conditional 1. You (pay) more if you (stay) ata hotel during igh on. 2. When she ‘complaint, she the problem. First Conditional 3. You (receive) a (deal with) (learn) a lot if you (wor) with him, (provide) (not 4. Unless he references, we Consider him forthe ob. ‘Second Conditional 5. if (be) you, | (buy) fre insurance. (take) the job if they (otter her a higher salary. 6. She Third Conditional 7. we (make) a claim, they (compensate) us. {not be) so (handle) the 8. The customer angry if you problem professionallyung 7 8 Combine the sentences using relative clauses. 1, The air-conditioner had a faulty pa sent it You 2. What is the name of the Administrative ‘Assistant? She showed us around, 8. Iwas happy with the venue, We had our ‘convention there. 4. August is the month, | usually take holiday leave then 5. I'd like to interview the person. I've just read his CV, Write the sentences below in reported speech. 1. “Te finally made a decision,” said the CEO. 2. *tilbook a tight for Sth June," said Anne, 3. “I'm leaving early today, said Mrs Stark, 4. “Lusually receive visitors,” said Mille. v 5. "We didn't have time to discus said Jake. this issue, Circle the correct answer. 1. The surveillance system installed / was installed yesterday. 2. We purchase / are purchased beverages from that supplier. 3, The equipment will set up / will be set up soon, 4, They didn't give / weren't given us the specifications. 5, Where do the office supplies keep / are the office supplies kept? ( Lee: Helio, Ann. ! 10 Lee is interviewing Ann for a job. Read the interview and circle the correct answers. Can / May you tel me about your current job? Well, |? worked / have worked for Beauti-foe! Cosmetics for seven years. |° was starting / started as a sales representative and now | “have got / am the sales manager. | work ® close / closely with the CEO. Why ® are you leaving / do you leave your | current job? | \: Pd like to work in a bigger company ’ which / | ‘where I could get more experience and have more responsibilty. | think a company ike | ‘yours can offer ® me / my an opportunity to | develop my skis | : Why do you think we must / should hire you? : Pm energetic, decisive and industrious and F've got much / a lot of experience. eg | ‘Ann: g SOILOVYd YVWAVH9 Correct the mistakes in bold in the sentences below. 1. In my opinion, Greg is the least suitable for the job than Phil 2. He used to worked here many years ago. If you lived in the city, you would take the bus to work? 4, Is there any messages for me? 5. You mustn't use bubble wrap. These items aren't fragile. 6. Debbie is not organised as Samantha, 7. Let's to go out for lunch today. 8 Md ike t ask you any questions, 9. Dylan Mathews is called in for a second interview yesterday. 10. Unless you speak Engiish, you will get the job. 85Writing Plan Pages C1) a tusiness coe Write a business card. Follow the instructions below. * write the name of the company * write the name of the cardholder write the cardholder's title * write the address of the company * write the office telephone and / or mobile telephone number ‘write the cardholder's e-mail address ‘Need help with vocabulary? See Vocabulary Builder, Student's Book, page 113Write an Use the Useful Language to help you. + state your name and position in the company ‘state where you come from and relevant previous experience ‘add a friendly comment introducing yourself WRITING PLAN PAGES introducing yourself as a new employee. Follow the instructions below. eer My name is lam anew /the new I'm from My previous job was. | used to work at | managed the I'm very excited about coming to work at I'm looking forward to meeting and working with all of you. Best wishes, ‘Need help with vocabulary? ‘See Vocabulery Builder, Student's Book, page 119 87 S39Vd NVTd ONLI88 WRITING PLAN PAGES ( 2. _Ane-mail requesting a quote Write an e-mail requesting a quote for atleast five items. Follow the instructions below. Use the Useful Language to help you. te your reauest + gve ast of testo be included inthe quote + Slate atonal leven information To From: Sibject: ee Ue Sincerely, / Yours sincerely, / Regards, "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 114WRITING PLAN PAGES C Write an e-mail providing a quote for office equipment. Follow th Use the Useful Language to help you. ‘thank customer for interest ‘give the list of items and price quote ‘state relevant information, including discount (if any), terms of payment and conditions of delivery * state interest in doing business in future An e-mail providing a quote Rene eteey ‘Thank you for your recent request regarding prices for Our prices are as follows Since you are a valued cus ‘The payment terms outlined Ifyou confirm your order within the next mer, .. / AS a new customer, If you require any further information, please do not hesitate to contact us, We look forward to doing business with you, Regards, / Best regards, / Sincerely, "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, nage 114 S9Vd NVId ONLY 89ET | WRITING PLAN PAGES | | ( 5 ) An e-mail dealing with shipping arrangements | Write an e-mail dealing with shipping arrangements. Follow the instructions below. Use the Useful Language to help you. * state the details of the shipment, as agreed at the time of the contract, * describe the problem * describe the consequences of the problem * request an immediate solution to the problem [ Useful Language] eee According to the shipping documents / our agreement, The cargo was sent on The port of origin was The estimated time of arival was Our clients have not received the container. ‘The goods were damaged. We could lose 2 lot of business as a result of .. The consequences may be very serious, Please look into the problem immediately. Prease get back to me urgently with more detais. Looking forward to hearing from you soon Thanking you in advance, / Sincerely, / Regards, ‘Need help with vocabulary? See Vocabulary Builder, Student’s Book, page 117 90BE WRITING PLAN PAGES OY An e-mail requesting a meeting Write an e-mail requesting a meeting with people in your office. Follow the instructions below. Use the Useful Language to help you. «state the topic of the meeting «state the suggested time and piace + inform participants if they must prepare something + ask the recipients to confirm attendance Pees | would like to schedule a mesting to discuss ‘We'd like to hold the meeting on ... / from til... at /in ‘The meeting will take place on .../ from... til at/in Make sure to come well-prepared with Please bring the | hope this is convenient. Please confirm your participation Please let me know if there are any problerns. "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 119 |. $99Vd NV 1d ONLI 792 WRITING PLAN PAGES C Write an e-mail accepting an invitation to attend a meeting. Follow the instructions below. Use the Useful Language to help you. + repeat the date, time and place * confirm your attendance An e-mail accepting an invitation to a meeting * state what you will prepare for the meeting, if relevant * ask questions you may have fi. eee ‘Thank you for your e-mail regarding I'd like to confirm my attendance. I'm available on that date. | will bring the data on Is there anything else you would like me to prepare? Would you lke me to... ? Looking forward to our meeting, Yours sinceraly, "Need help with vocabulary? ‘See Vocabulary Builder, Student’s Book, page 119WRITING PLAN PAGES il cancelling and rescheduling a meeting Write an e-mail cancelling and rescheduling a meeting, Follow the instructions below. Use the Useful Language to help you. «state that you must cancel the meeting * give the reason | «suggest rescheduling at an alternative time and give details, ‘ask recipients to confirm attendance reece) Unfortunately, we cannot hold the meeting on ... , 2s originally planned. I'm afraid we'll have to postpone the meeting This is due to the fact that We would like to reschedule on Please confirm your attendance, It you are unable to attend, let me know as soon as possible. Looking forward to seeing you. ‘Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 120 nn 93WRITING PLAN PAGES 9 Write a leaflet for an exhibition. Follow the instructions below. Use the Useful Language to help you. * state the name of the exhibition and its topic ‘include when and where it will take place * give information about the visitors (who, where from) ‘+ mention any special offers for exhibitors + include the organisers’ contact information (Come and participate in . You are invited to exhibit at / attend Don't miss the ‘The exhibition will take place from ... to ‘The exhibition will take place at It wil feature ‘The exhibition attracts We offer attractive rates for participants who For registration or more information, contact "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 121 94WRITING PLAN PAGES Write an e-mail giving a colleague his / her itinerary for a trip. Follow the instructions below. Use the Useful Language to help you. + provide departure and arrival details (time, place and method of transpor!) + give hotel details ‘s include who is going to accompany your colleague ‘provide return details, CEs ful Language Here are the final details of your trip to .. Your fight leaves on ... at Its time of arrival is ‘An executive suite has been booked for you at While you're there, ... will ook after you, On... . you're going to have dinner with Your return fight is on ... at You't land in ... at We have arranged for a taxi to pick you up at | hope everything is to your satisfaction. If there are any problems, please don't hesitate to contact me, Bon voyage, Have a good trip, Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 122 | NWid SNLLIBM _ $3a9Vd 95WRITING PLAN PAGES 6 2 } _A letter of complaint Write a letter of complaint. Follow the instructions below. Use the Useful Language to help you. ‘s state the details of the problem ‘state what you expect the recipient to do 96 CEs ees 1am writing with regard to | wish to complain about ‘The invoice number is Unfortunately, we only received The ... was missing / is fautty / arived late. You have made a mistake with the You have overcharged me for the Please send us a new order immediately ‘This has caused us great inconvenience. | feel that you should offer us some form of compensation. Please look into the matter as soon as possible ook forward to hearing from you. ‘Need help with vocabulary? Ses Vocabulary Builder, Student's Book, page 124WRITING PLAN PAGES (2 ) A response to a letter of complaint Write a response to a letter of complaint. Follow the instructions below. Use the Useful Language to help you. + acknowledge receipt of the complaint ‘apologise for the inconvenience «= give information about how you are going to solve the problem + offer compensation if necessary + offer future services $394 Nid ONAL Cas ee Thank you for your letter of We apologise for the mistake / inconvenience. We are very sorry that Please accept our apologies for We are looking into the matter, We'll replace the Weill credit your account with the difference, ‘As compensation for this unfortunate incident, we Asa valued c We value you as a customer and look forward to doing business with you again mer, we would like to offer you ‘Need elo with vocabulary? ‘See Vocabulary Builder, Student's Book, page 124 97WRITING PLAN PAGES 6 A product description Write a product description. Follow the instructions below. Use the Useful Language to help you. ‘choose a product and introduce the product in a positive manner « state what itis mace of + lst colours / styles / sizes it comes in + describe what the product does + include any advantages it has got De is one of our most popular products for is an extremely popular choice these days, It's made of lt comes in a variety of colours / styles / sizes Ithas got You can use it to Itis ideal for Itoomes with a .... guarantee, ‘Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 125 98WRITING PLAN PAGES 142 A marketing report Write a marketing report according to the information in the chart below. Follow the instructions below. Use the Useful Language to help you. ‘Give information about increases and decreases in the sales of each model in each market + present a forecast of sales for the following year Marketing Report for XT Mobile Phone Series number of units ms ee ‘This has been / hasn't been a very successful year for The figures indicate that Sales have increased / decreased to ... in Our largest market Sales in... rose / dropped significantly Next year, we expect / don't expect this trend to continue. The forecast is that sales wil . ‘The forecast for next year is / isn't very good / encouraging. "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 126 99WRITING PLAN PAGES C 100 __A job advert Write a job advert. Follow the instructions below. Use the Useful Language to help you. «state the name of the company and / or the field that it works in «state the available job + include job responsibilities +s include experience needed and / or other requirements, ‘+ add any special information about the company oF the job + provide contact details Cec is looking for a ... with We are a... looking for a Job responsibilties inctude The job involves Job requirements include Our company places great importance on We believe that Ifyou are ... , your piace is wth ust IF you this is your opportunity to join ust with "Need help with vocabulary? ‘See Vocabulary Builder, Student's Book, page 129WRITING PLAN PAGES Gs 3) _An e-mail congratulating a colleague Write an e-mail congratulating a colleague who has been promoted. Follow the instructions below. Use the Useful Language to help you. * mention the colleague's new position + relate to the colleague's work skils and / or personal qualities + wish your colleague success ee | have just heard of your recent promotion to and wanted to congratulate you. | was 80 pleased to hear about your promotion to Congratulations on yaur recent promotion! It. comes as no surprise. It was only a matter of time, They couldn't have chosen a more sultable candidate, They certainly chose the best person for the job. You have a wonderful way with people. wish you every success in your new position, Good luck in your new position I'm sure you'll do a great job. [Need help with vocabulary? See Vocabulary Builder, Student's Book, page 130 101 ‘Sd9Vd NW1d ONLLIYMWRITING PLAN PAGES 102 () An e-mail r esting job information Write an e-mail requesting more information about a job. Follow the instructions below. Use the Useful Language to help you. + include a reference to the job + show interest in the job ‘request the information needed. |.am writing in response to the advert for... in | am interested in applying for the position .. | would like some further information, | would be grateful if you could answer the following questions. | would appreciate it if you could give me more details regarding Does the work involve ... ? Are you willing to ... ? ook forward to hearing from you soon. Yours sincerely, ‘Need help with vocabula/? See Vocabulary Builder, Student's Book, page 131WRITING PLAN PAGES 6 A letter of recommendation Write a letter of recommendation. Follow the instructions below. Use the Useful Language to help you. ‘state the name of the person you are recommending ‘note your profession and position, how you know the person and for how long you have known the person ‘+ describe the person's professional abilities and attitude to work or studies + describe other characteristics of the person + state that you recommend the person for the job as Language | am writing in response to your request for character references for lama...at Ihave known ... for... years He / She was /is an excellent / a hard-working / a helpful He / She works / worked wel a team / under pressure He / She shows / showed great interest in He / She was is very pleasant / trienaly / helpful He / She got / gets on / along well with peopl. | ecommend him / her for the job. | can't praise him / her highly enough He / Sho will be a valuable adkition to your stat ‘Need help with vocabulary? ‘See Vocabulary Builder, Students Book, pages 131-182 103WRITING PLAN PAGES Co A cover letter for your CV Write a cover letter for your CV. Follow the instructions below. + refer to the position you are interested in * confirm the attachment of your CV ‘Need help with vocabulary? See Vocabulary Builder, Student's Book, pages 131-132 104Write your curriculum vitae. Follow the instructions below. * give your personal details, ‘= provide information about your education * describe your work experience * state the languages you know * give a lst of relevant skills * list references (CURRICULUM VITAE WRITING PLAN PAGES PLINER A PREIS TTS ‘Need help with vocabulary? See Vocabulary Builder, Student's Book, pages 131-132, 105