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 INTRODUCTION
English fоr lпtеrпаtiопаl Tourism is а three-level series Language skilIs
designed to meet the English language needs of
professionals working in the tourism industry and students Speaking skills: Each unit provides you with а rапgе of
of tourism in further education. Тhе course includes speaking activities. The раirwоrk tasks аrе designed to
authentic material taken from Dоrliпg КiпdеrslеуЪ provide you with furthеr oppoгtunities to communicate
acclaimed Eyewitness Тrачеl Guides which ехрlоrе some iп realistic апd motivating tourism-related contexts.
о{ the wоrldЪ top tourist destinations. The course helps The Case studies require you to еп9аgе in extended
you to: communication about topical issues in the tourism
о build confidence in professional skills such as dealing industry. At each level further speaking practice is
with enquiries. marketing destinations, оffеriпg advice, ачаilаЫе in а tourism-related board game.
negotiating, writing emails and speaking to groups Listening skills: Each unit contains several listening tasks
. develop language awareness through an integrated developed around topics related to the travel industry.
grammar and skills syllabus А range of British, American and other international
. acquire the specialized vocabulary needed Ьу tourism native and non-native speakers are featured, helping you
professionals understand how people speak English in different parts of
о practise language skills in reaIistic Case studies that the world. Audio scripts of the recordings аrе ачаilаЫе at
reflect issues in the tourist industry today. the back of the coursebook.
Reading practice: Reading texts feature regularly in the
structure of the coursebook units providing you with а variety of texts and topics that
you аrе likely to епсоuпtеr in а tourism context.
The coursebook contains ten units and two Review Writing practice: ln the writing sections you will write
and consolidation sections. Each unit is divided into real texts related to the tourism workplace such as emails
four lessons. The Unit Menu shows you the key lеаrпiпg and tour itineraries. At each level thеrе are also writing
objective of the lesson. Each unit has the same structure: tasks to help you get а .job in tourism. Models of text
. а vocabulary lesson types аrе ачаilаЫе in the Writing Bank at the back of the
. а grammar lesson coursebook.
. а professional skills lesson
о а case study оr tourism-related game. Workplace skills
KEY VOCABULARY Working with пчmЬеrs: Throughout the course there
The vocabulary lessons introduce and practise many аrе sections that help you to manipulate numbers in
words and expressions required in the tourism industry English, which is а vital skill iп the travel and tourism
introduced through either а reading text оr а listening. Ву workplace.
the end of the lesson you will Ье better able to use the Research tasks: Each unit contains опе оr mоrе research
specialist vocabulary in appropriate tourism contexts. At tasks that епсочrЬ9е you to ехрlоrе tourism-related issues
the end of each unit there is а Кеу Word Ьох that provides оп the internet оr in your local environment.
а selection of words and phrases frоm the unit and а
rеfеrепсе to the Mini-dictionary оп the DVD-ROM. Private study
$
KEY GRAMMAR Workbook А separate Workbook with а CD provides
lп the grаmmаr lessons key aspects of grаmmаr that аrе you with extra tasks for study at home оr iп class. There
essential for progress at this level аrе presented within аrе two versions of the workbook - one with the апswеr
ап authentic tourism context. These lessons include key fоr private study and one without а key which сап Ье
clear explanations and activities designed to help you used Ьу the teacher fоr ехtrа practice in class.
understand and use the language effectively. Ву the DVD-ROM: The course has а DVD-ROM designed to
end of the lesson you will Ье аЫе to use the grаmmаr
Ье used alongside the Coursebook or as а free-standing
mоrе confidently. Fоr additional suррогt there is а video {оr private study. The DVD-ROM is attached to
comprehensive Grаmmаr rеfеrепсе at the back of the the back of the Coursebook and provides you with five
coursebook. authentic films featuring different aspects of tourism. Each
PRoFESSloNAL SKlLLS film has а рriпtаЫе worksheet, а transcript and а key to
The Professional skills lessons provide you with the the exercises, These films give you the оррогtuпitу to
оррогtuпitу to lеаrп and practise effective interpersonaI listen to а variety of native and non-native speakers using
and business skills which аrе ап essential job requirement English as ап international langua9e in five authentic
in the travel and tourism industries. you will learn documentary videos. Additionally, the DVD-ROM has а
professional skills ranging from dealing with customer comprehensive Mini-dictionary featuring очеr З00 tourism-
enquiries and meeting clients' needs to рrераriпg а related terms along with their definitions, pronunciation
guided tour оr а presentation. and example sentences. The DVD-ROM also contains the
мрз files of the coursebook audio material.
CASE STUDlES
Each unit ends with а Case study linked to the uпitЪ professional exams
tourism theme. Тhе case studies аrе based on realistic i
tourism issues оr situations and are designed to motivate English fоr lпtеrпаtiопаl Тоurism is recommended
t
and actively engage you in seeking solutioцs-Jlrey use рrераrаtiоп for the LCC| English for tourism exams
the language and professional skills which you have (www.lcci.org.uk).
acquired while working through the unit and involve you
Ё
in discussin9 the issues and recommending solutions
through active group work.

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sчпtасаmа: А Саrдььеап rеsоrt
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iustаimаЬ|е g*if
 Continuous aspect The history of Using visuals Таilоr а раск.эе
1 ,10
р. tourism р.12-13 р. 14-15
Trends iп tourism р.В
р.8-15 Tourist motivations -
push and pull factors
р.9
DеsсriЬiпg visuaIs
р. 1з

2 countable and
uпсоuпtаьlе поuпs
Advertising апd Maintaining
website
а lmрrоче а глgdiе
рuЫiсitу рrоfilе
Get the message р. 16 р. 16 р. 20 р.22-2З
р.16-2З Web words
р.17
collocations
p.]9

Jо Making predictions -
degrees of certainty
Brands and Ьrапdiпg Creating а business
plan
lnvest in а hote
р.24 р. ЗO-З1
Hotel branding р.26 Boutique hotels р.2В-29
р. 24-З'l р. 25, ,

Hotels of the future

р.26-27

4 Reporting verbs Tourism апd

community
Chairing а meeting Develop ап
р.з5 р. З6-З7 eco-reSort
Sustainability р.зз р. З8-39
р. З2-З9 Ecotourism
р. З4-З5
VеrЬ + noun
collocations
р.зб

5 Airport facilities Dealing with difficult

situations
Develop аirрогt
infrastructure
р.40-41
Come fly with Аirроrt security р.44-45 р.46-47
me
procedures
р.4О47 р.424З

Review and consolidation 1 р.4В-51

6 Talking about the
paSt
Describing
hеritаgе site
а Working as
guide
а tour Design а museum
exhibition
Heritage р. 5з р. 5з р. 56-57 р. 5В-59
р, 52-59 Аrсhitесturе
р. 55
Guiding expressions
р. 56-57

7 Hypothetical
ations
situ
collocations with
еVепt
Understanding
contracts
Make а festivaI
profitable
Managing events р.61 р.60 р.64-65 р.66-67
р.60*67 Event management
р.62-6З
contracts
р. 64-65

в Dependent
prepositions
Applying for а job Recruit the right
р. бВ-70 perSon
Careers р.71 Remuneration р.74-75
р.6В-75 р.69
Adjectives
describing
personality
р.70

9 Relative clauses Food Giving feedback Plan а new itiпеrаrу

р.79 р.7 6 р. ВO-В1 р. 82-В3
Gastronomy Сuliпаrу tourism
р. 76-8З р.77
Describing food
р. 78

Modal чеrЬs Types of risk Dealing with crises Game: The Olympic
10
р. 87 р.84 р. ВВ-В9 Game
Risk р.90-91
Risk prevention
p.84-9]
р. 84
Adventure sports
р.Вб

Review and consolidation 2 р.92-95

Writing bank р.96-101 Pairworkfiles р. 102*1'l0 Grаmmаr rеfеrепсе р. 111-115 Audio script р. 116-128
 Grammar: continuous aspect
Vocabulary: tourist motivations, describing visuals
Professional skills: using visuals
Case study: Getaway Тrачеl - tailor а package

Keaqlng
|,

тнЕ HlSToRY оF ToURlSN/l

ý Read about the history of tourism and put the paragraphs in chronological order ('1-6).

А _ With а great deal of time to spend in leisure D _ Тоurism. in the modern sense, dates back to
pursuits - uпdеr Еmреrоr Claudius, there were 159 the nineteenth century, when Thomas Cook first
рuЬ|iс holidays - the Roman aristocracy had ample exploited the opportunity for short organized trips.
opportunity to go out of town for pleasure and lп 1845 he сhаrtеrеd а train and offered а ]50-km
relaxation. The most popular destination was the ехсursiоп with pre-paid accommodation and а list
Вау of Naples, just four days' journey from Rome of department stores to visit. lt was not lопg before
down the paved Via Domitiana. With ап he was taking parties to Switzerland, ltaly, Egypt
itinerarium- а list of villages and cities and the and the united states on all-inclusive tours.
distances between them, which could Ье purchased
{rom а street vendor - visitors knew iп advance
what facilities their chosen accommodation offered.
Е _ The еаr|у twentieth сепturу was the golden
age fоr the luxury cruise industry. Places like
Havana, Miami and Beirut a|ways had а ship in port,
В _ During the Age of the Enlightenment in the with passengers on 'сruisе and stay' voyages. But
eighteenth сепturу, it was fаshiопаЫе fоr young holidays аЬrоаd wеrе still only fоr the affluent and it
aristocrats to travel аrоuпd Europe for up to three was not until the 1970s and 80s that ordinary
years in order to visit and study great works of аrt people who wanted to get away and enjoy
and аrсhitесtчrе and to improve their education. themselves abroad were able to do so. Mass
This was known as the Grand Tour and took place tourism was Ьеgiппiпg to take off.
in Paris, Flоrепсе, Rome and Venice.

F _ Getting frоm А to В in the Middle Ages was

С _ Throughout history, people have always found often difficult and dапgеrоus but pilgrims traversed
rеаsопs to travel. Тhе O|ympic Games gave the lопg distances to visit the Holy Land оr famous
ancient Greeks ап opportunity to leave hоmе every shrines, such as the one at Santiago de Compostela
four years to watch the competitions. They also iп Spain, and this created а demand for inns and
travelled to temples erected in hопоur of the god of hostelries for ап overnight stay.
healing апd medicine, in the hope of Ьеiпg cured.

ý Read the texts in Exercise 'l again and tick (/) the reasons for travel mentioned.
1 amusement 4 health 7_роrt
2 _ business 5 _ religion 8 _ visiting friends and relatives
3 education 6 _ shopping
Speaking
TOURlSM DEVELOPMENTS

3 ln what ways do you think the tourism industry has changed since the 197Os?
Discuss with а partner. Think about the factors below.
. types of holiday о choice of accommodation
. advances in technology . trапSрогt infrastructure
. choice of destinations . the profile of tourists

4 Tell уочr partner about the holidays you had as а child and the holidays you
have поw. How аrе they different?

Listening
ToURlST MoTlVATloNS

ý ffiffiffi Listen to Paul Henley, а representative of the United Nations World

Tourism Organization, talking about why people travel and tick (/) the reasons
he mentions. What examples does hе give of these reasons?
1 _ to escape frоm their daily routine
2 _ to find out how оthеr people live
3 _ to visit friends and relatives
4 _to realize an ambition
5 _ to acquire social status
6 ffi Listen again and complete what Paul says.
1 First of all, they want to rесhаrgе their batteries, just '_, chill out and then come
back 2_.
2 А couple has Ьееп saving up for а long time in оrdеr to go on а round-the-world
cruise. we could call this
lз l.

З lthink people often travel to 4_ so that when they come back, they сап 5

their colIeagues, friends оr family.

4l'mafraidmosttouristsdon'tactua|lyu_withthelocal population,exceptvery
superficially.

7 WЖМ Now listen to Paul talking about'push'апd'pull'factors in tourism

motivation and complete the table.
push factors pull factors

сhеареr cost of living

love and rоmапсе

Speaking
PULL FACTORS

8 Work in pairs. Discuss the pull factors that motivate tourists to come to
уочr сочпtry.
 жfuжfl"жNт

Listening
TOURlSM TRENDS

1 ф,ýj.tr;ffiffi Monica Cheung works for the Hong Копg Travel

Rеsеаrсh Сепtrе. Listen to
her talking about trends iп tourism over the past ten years and complete the summary.

People поw book their vacations online and personalize their itineraries.
This mеапs that, although the High Street travel agent '_yet, the
retail agent 2_ fast.
Тhеrе is а(п) з_ towards mоrе sustainable tourism and governments
in'_.ounarЬs attracting inward investment. As а result, remote
аrеаs 5- up, "r"
there аrе mоrе jobs and profits '_. Adventure
tourism and ехtrеmе spoгts аrе iпсrеаsiпglу popular and this segment
'_ rapidly.
Сurrепt trends in demography апd lifestyle are also imроrtапt. The
пчmЬеr of customized vacations for the sепiоrs market'_. Тhеrе is
апоthеr important n_trend associated with increased levels of stress
in реорlеъ work and daily lives. дs а result, there has been а(п)
,о_ from vacations focused
оп entertainment towardi ,оr" spiritual ехреriепсеs, designed to improve health and wellness.

z ffi Listen again. what prediction for the future does Monica cheung make? Do
you а9rее with her? What other predictions would you make?

Use the present continuous to talk 3 Use the past continuous to describe
about situations that аrе changing, past events repeated очеr time.
developing or рrоgrеssiпg. Д few уеаrs ago реор/е were sауiпg
Тhе High Street retail travel аgепt that the future lay iп space trачеl.
hasnt disappeared yet but is 4 you сап use continuous fоrms with
disappearing. modal verbs оr the passive.
Gочеrпrпепts п е mеrgiпg countries
i
Реор/е who go оп а rоuпd-thе,wоrld
are trying to attract fоrеigп direct cruise rпау Ье fulfilling а drеаm.
investrnent. lп еmеrgiпg соuпtriеs rеmоtе areas
Реор/е are living uпdеr increased are Ьеiпg орепеd up andjobs аrе
/eye/s of stress. being created.
Use the present perfect continuous 5 use continuous forms to indicate that
to describe а situation оr activity that the event оr situation is unfinished.
started in the past and has been in Реор/е are lncreasin gly looking fоr а
рrоgrеss for а реriоd until now. mеапiпg to their /ives,
So, are there апу trends that hаче l dоп't think that апу tourists will
Ьееп ernerging over the /ast ten Ье staying on the rпооп in the
уеаrs оr so? foreseeab/e fчtчrе.
Тhе пumЬеr ofpeop/e оvеr 55 has
See Grаmmаr rеfеrепсе, ра9е 1 11.
Ьееп increasing steadily iп Еurоре.
 Study the Grаmmаr Ьох. UnderIine the verb forms and identify the tenses used in
the sentences. ln each case, is the situation finished (F) оr unfinished (U)?
1 We've seen а complete rечеrsаl of the previous trend. F/ U
2 We've Ьееп selling а lаrgе number of adventure holidays. F / U
З Гv'lапу old buildings have been destroyed to make way for пеw office blocks. F / U
4 Моrе and mоrе people аrе using their smartphones to make bookings. F / U
5 Climate change is having а profound impact on tоurism. F / U
6 Residents of lndia and Сhiпа аrе becomin9 mоrе mobile than ever before, F / U
4 Complete the aЁicle with the correct form of the verbs in brackets. Тhеrе may Ье
mоrе than опе роssiЫе answer.

Writing
+ PORTRAIT оF ...

5 lп what ways has уочr country changed in recent times? Write а description
(250-280 words) for ап airline magazine of the developments that hаче taken/are
taking place. Use the topics in the Ьох and the article in Ехеrсisе 4 to help you.

сulturе есопоmу family life lifestyle politics

population tourism workingpatterns
Ъl,",,
,}Iъ -" :

R**Сiпg
EUROPEAN TRAVEL TRENDS

ý Read the extract from а report about travel trends in Europe. What are the general trends
in the categories below: upward, downward or steady/level?
1 visitor пumЬеrs 2 European airlines 3 hotel occupancy

Executive summary: trends for the first semester

Тhе majority of Еurореап destinations аrе indicating а The capacity of European airlines continues to
positive start to the уеаr. Fоrеigп visitor аrriчаls expand, саrrуiпg оп the trend frоm late last уеаr.
went uр steadily during the first six months and the Capacity sоаrеd between NочеmЬеr and Маrсh,
пumЬеr of days spent in each соuпtrу is also on averaging an 8.8 percent risе in АчаilаЫе Seat
the rise. kilometres очеr the first 14 weeks. This should translate
Both airline and hotel industry data сопfirm the into competitive fares and boost travel demand очеr
uрwаrd trепd in travel to Еurоре. However, visitor the next 6-8 months.
пumЬеrs have Ьееп growing mоrе gradually than Hotel occupancy has improved {urthеr but арреаrs
duriпg the peak growth periods of last уеаr. to have levelled off. Ачеrаgе daiIy rates continue to risе
|пtеrпаtiопаl passenger trаffiс outpaced globaI fast across Europe iп response to demand. Ноwечеr,
growth очеr the first two months of the уеаr. Еurореап overall growth is expected to dip as а result of the
airlines have also rероrtеd а modest increase in traffic sharp hike in епеrgу prices, which is leading to а
очеr the first 14 weeks but passenger numbers have significant de_g1ease in disposable income and а surge
declined sliqhtlv over recent weeks. in transportation costs.

2 Complete the table with the underlined words describing trends in the extract iп Exercise 1.
Change verbs to their infinitive form.

N;;; Verbs Adverbs Adjectives

Look at the table iп Exercise 2. Which words indicate а rapid оr sudden change? Which verb
mеапs 'to stop rising or falling'?
Vocabulary
DESCRlBlNG VlSUALS

4 Look at the four different ways of showing statistics. Label the visuals A-D with the
words in the Ьох.

Ьаr сhагt line grарh pie chart ' table

Tourist arrivals AustraIia visitor arrivals

80,000,000
70,000,000
60,000,000 f other countries
50,000,000 l New zealand
40.000,000
30,000,000
20,000,000
1 0,000,000
0
Frапсе Spain ltaly UK

Reýidents of сочпtriеs other than the 2о07 2008 2009 20,10 2о11
7о сhапgе in profits over а five-year period US entering Ьу canada (thousands)
5.00
Ьу land 49в 7 541 8 _5]9 0 598 7 555 6
4.00
з.00
byar 4,0з7,0 ,060.7 з,501,4 з,697.з з,801 ,6
2.00
1.00 Ьу sea ]4з 4 16] 8 ]49 5 159 9 165.1
0
2008 2009 2010 2о11 2о12 201з
4

ý Label the features 1-6 in the visuals in Exercise 4 with the words iп the Ьох.

Ьаr соlumп horizonta| axis rоw segment vertical axis

Listening
PRESENTlNG STAT|STlcS

6 W Listen to part of а talk about using visual aids to present statistics and
complete the Professional skills Ьох.

lntroduction Topic circumstances

This Ьаr chartr the пumьеr of tourist аrrivаls in the wоrldъ most visited countries.
The pie chart 2_ visitor arrivaIs for the period in question.
The red shaded segment'_ the number of visitors from New zealand during the first semester.
The iine 9rарh 4_ the percentage сhапgе iп profits оvеr the last few years.
The table gives us а(п) 5_ of residents entering Canada Ьу land, аir and sea.

Speakin9
DESсRlBlNG А VlSUAL
Research some recent statistics relating to
7 Work in pairs. Student А, turn to file 1, ра9е 102. tourists visiting уоur country. lf possible, find out
Student В, turn to file 20, ра9е 108. Take turns to about visitor аrriчаls, their country of origin, hotel
describe your visual for уочr partner to draw and occupancy, аVеrаgе length of stay and spending
complete with the соrrесt information. Start Ьу patterns. Рrеsепt your findings to the class,
explaining what your visual represents.
слSЕ STL]DY
T,\tt#K & реск&йж
Aim: То design а package for Chinese tourists,
1 Read ап email about the boom in chinese tourism,
2 Listen to а representative of the china Travel Market Research lnstitute,
3 Read ап email frоm а tour ореrаtоr in Beijing,
4 Write а proposal for а suitаЫе package.

Getaway Тrачеl
Read hеr
l Diane sullivan is а senior partner in the Getaway travel agency in London.
email to hеr junior colleagues and answer the questions,

1 What prediction has the World Tourism Organization (WTO) made?

2 what explains the growth of outbound tourism?
3 What do the пumЬеrs S.З,6.4% and 17.5% rерrеsепt?

Diane sullivan

Hannah Williams; Dan Bower; Kevin Jones

go into decline,
The Ечrореап travel market has levelled off in recent years and may ечеп
so l think the time is ripe to investigate the chinese outbound market. l've done some
initial Spadework and found out the following:
. 66 million chinese tourists travelled очеrsеаs last year - ап increase of 8.з million,
. The WTo reckons China will Ье the fourth largest international market Ьу 2020,
representing 6.4 percent of the total market share.
. The growth of China's outbound tourism, 17.5 percent уеаr-оп-уеаr, is much faster
than for inbound tourism.
The Chinese economy is still growing and people now have much mоrе disposable
income, so l need the team to do some research and generate ideas оп how to саtеr
to
this emerging market.

Research interviews
2 ffiffi Listen to Наппаh and Dan frоm Getaway Travel interviewing ап expert
оп the chinese outbound market. Не identifies two types of tourist: Generation
Х
(older first-time travellers) and Generation Y (mid 2Os, highly educated, аfflчепt),
complete the tаые with information about them,
Generation Х (1 960-1 980) Generation Y (aged 20-30)
travel motivation
whеrе from in china

рrеfеrrеd activities and

interests оп holiday
 ,Ап, email frоm Beijing
! Gtaway Travel hаче received the email below. What is Huang Meng offering? How
&es hе make the оffеr sound attractive?

Н uang.Meng@qirtou rs.cn

china travel

We are ап established travel agency in Beijing and are looking for European partner5
to take advantage of the growing пumЬеr of Chinese wantin9 to travel to Europe and
elsewhere. Less than five percent of China's очеr 22,000 travel agencies аrе engaged in
the outbound tourism business and we wish to grow оur business in partnership with
overseas suppliers such as yourselves,
Could you offer а ten_day tour to famous places for grоuрs of married couples and
аrrап9е suitable accommodation and tran5portation? We also have business delegations
who would want to соmЬiпе sightseeing and cultural trips with their professional duties.
We look forward to hearing from you,
Huang Meng
Chief Executive, Qй Tours

А feedback meeting
4 ffitrffiffiffi After the interview Наппаh, Dan and Kevin frоm Getaway Travel get
together to compare notes. Listen and complete the fact file.

сhiпеsе vjsitor fact file

. Food is not а priority. Most Еurореап food is
1

. ТБ prize luxury Еurореап goods because they аrе

,-,
. Тhеу enjoy visiting з_.
. Semi-FlTs need а tочr guide who is о_.
. chinese visitors appreciate visitor information in
5

. Most high-spending tourism comes from 6

ý Work in small grочрs. lп response to Huang Меп9Ъ

email, decide what kind of ten-day tour you could
organize fоr groups of Chinese visitors to your
country
Decide оп:
. the profile of visitor your package is aimed at.
о the type of accommodation you would book.
! the best things for the grоuр to sее-апd do.
. а possible itinerary fоr the grоuр. affluent cater for сhаrtеr

6 Write ап email to Huang Meng with а proposal for сопsumеr boom сurrепt date back to
а ten-day tour that could Ье marketed Ьу Ой Точrs. dеmоgrарhу FlТ inward investment
Give reasons for уочr choices. level off outbound/inbound
rесhаrgе batteries segment surge
itji]ji;'] vertica l/lпorizonta l axis
See DVD-ROM Mini-dicionary
 Grammar: countable and uncountable nouns
vocabulary: advertisin9 and publicity, web words, collocations
Professional skills: maintaining а website
Case study: Genesis Valley - improve а media profile

VосаЬulаrу
ADVERT!SlNG AND PUBLlclTY

ý Look at the dictionary entries. What do [Q and [Ц stand for?

ad-ver,tise,ment n IC] pub: lic, i.ty п [U] {рлЬ'llsаti] ad.vвr,tis,ing п [U] [lаdvataвIц]
ВrЕ' free content about а реr5оп or content уоч рау for оп TV, iп
[аd'чз:trsmапt
а соmрапу that appears in the пеwýрареrs, on the web, etc.
,advэr'tarzmant АmЕ] They spend mi/Iions of dollars
also ad (informal); advert ВrЕ media
Тhе 'Sаче the Coast/ine' оп television adyertiýing,
а рiсtчrе, set of wоrds,оr а short
film intended to persuade mоvеmепt has just lаuпсhеd а
people to buy а product оr use пеw publl:city саmраigп оп
а service Facebook.
lrvе{че taken out а full-page
adyertisement in Тhе Times.

2 Are the following advertising (А) or рчЫiсitу (Р)?

1 а television commercial broadcast during prime time А / Р
2 space purchased for а Ьаппеr embedded in а commercial website д / Р

3 а message about ап upcoming event posted on Twitter А / Р

4 а description of your Caribbean cruise оп TripAdvisor А / Р

unlike countable почпs, чпсочпtаьlе почпs аrе ATwitter mе55а9е опlу gives уоч space fоr up to
not used with а/ап and do not have а рlurаl {оrm. 140 characters. (U)
advice (NOT ап advice оr advices) А good workiпg knowledge of рrоgrаmmiпg
advertising (NOT ап advertising оr advertisings) languages would Ье ап asset. (С)
Most people have very little knowledge of how
some nouns have соuпtаьlе оr uпсоuпtаьIе uses.
the internet works. (U)
Тhе iпtеrпеt grew iпсrеdiЬlу fast очеr а very shоrt
See Grаmmаr rеfеrепсе, pages 1 11 апd 112.
space of time. (С)

3 study the Grammar Ьох. Then чsе а dictionary to check the meanings and uses of
the words in the Ьох. Which of them аrе never used with а/ап or in the plural?
4 Complete the pairs of sentences with the correct form of а word from the Ьох in
Exercise 3. Аrе the words сочпtаЫе (С) оr uncountab]e (U)?
1 а l want а job with good prospects for _. С/U
Ь Wе'rе doing а special winter sports _. С/U
2 а We're looking at а new for the соmрапу logo. С / U
Ь She did а course in web during hеr third уеаr at college. С / U
За The tax cuts аrе aimed at stimulating in tourism. С / U
Ь ShеЪ made а huge _ in time and еffоrt to get this done, С / U
4 а l'm чеrу happy with the {оr the new full-page advertisement. С / U
Ь Could you give me а(п) of last уеаrЪ financial rероrt? С / U
5а Тhеу say that broadens the mind but l'm not sure it does. С / U
Ь ShеЪ off on hеr again and won't Ье back for another six months. С / U

VосаЬulаrу
WEB WoRDS

ý Match the words 1-'I0 with the definitions a-j.

'l link а the first page of а website
2 font Ь а list of choices which appears on а computer sсrееп
3 bandwidth с move information up оr down on а sсrееп
4 crash d the way text and images аrе set out оп а page
5 cursor е а connection frоm а word or image оп а webpage to апоthеr webpage
6 layout f transfer а рrоgrаm оr webpage frоm а remote server to а computer
7 menu g the amount of data that сап Ье transmitted at one time
8 hоmе ра9е h а moving mаrk оr аrrоw to navigate around а computer sсrееп
9 scroll i the size and style of text displayed on а соmрutеr sсrееп
load j
#,ibWi.ffi
10 stop working completely

А NEWWEBS|TE
6 ffiýWffiW Listen to Brad and Kristin trying out their new website and circle the
correct options in italics.
1 The website is taking а long time to load / shut dоwп / rеfrеsh.
2 Kristin thinks that they don't have enough bytes / bandwidth / images.
З Тhе graphics / hеаdеrs / liпks аrе all in different colours.
4 Тhеrе is too rпuсh text / аrе too mапу pictures / аrе too mапу videos оп the site.
5 The video opens uр iп lпtеrпеt Ехрlоrеr / opens in а пеw window / wоп't ореп.

Writing
BRlEFlNG А WEB DESlGNER

7 WOrk in pairs. Student А, turn to file 2, page 'l02. Student В, tчrп to file 21, ра9е
108. Share the information and put the features in order of importance. Тhеп write
а set of instructions for а new designer. lnclude the points below.
о the information оп the home page . уоur ideas on layout (menus, images, etc.)
о the пumьеr of pages on the site and their content о the design features you consider important
ffi#}й "Ж,& ffi - е."ф h;ffiЗ Ж ",,"\

ýpeaking
SoClAL MEDlA
tr Work in pairs. Discuss the questions with а partner.
'I Do you use social media? Which services do you use and what do you use
them for?
}
"i

2 How сап а travel organization promote а destination through social media?

Work with а different partner. Read what different people аrе saying
about social media. Ехсhапgе information with уочr раrtпеr and make а
list of the advantages and disadvantages of using social media in tourism
promotion. Аrе the benefits stronger than the disadvantages? Student А,
look at the information below. Student В, turn to file 3, page 102.

1 'Two thirds of the global internet population visit social

networks.'
GREAT BARRIER REEF
2 'Реор|е аrе abandoning email in favour of social media.'

3 'ltЪ grеаt {or responding to negative feedback on travel # Grеаt Ваrriеr Reef
review sites like TripAdvisor оr Travbuddy.'

4 'Businesses сап foster communication between their

customers without trying to mапа9е their conversations.'

5 'lt doesn't require huge financial investment - your

customers do the work for you.'

6 'The positive wоrd of mouse message is more сrеdiЬlе

than traditional advertising.'

7 'Social networks аrе "viral". А video оr tweet сап Ье

seen Ьу millions within hоurs.'

Reading
lSLANDREEFJoB.CoM

3 You are going to read an artic|e about а social media

campaign to promote the Great Ваrriеr Reef iп Australia.
Write three questions about things you would like to know
about the campaign. Share уочr questions with а partner.

4 Read the article оп ра9е 19. Does it answer any of your

questioris from Exercise 3?

5 Read the article again and апswеr the questions.

1 How did candidates apply for the job?
2 How was the best candidate selected?
З То what extent was this campaign innovative and traditional?
 The best job iп t:he wоrld
А few years ago Ъчrism Queensland set aside $1.2 through YочТчЬе; People who watched voted оп
million for а groundbreaking social media the videos, thеrеЬу focusing on the quality of the
campaign, targeted at'9lobal experience seekers', posts апd поt just the чоlчmе of traffic.
to рrоmоtе the Great Ваrriеr Reef, The campaign At each stаgё of the campaign the website was
was launched as The best job jn the rлrorld and refreshed with пеw content, emails were sent to
invited applications for а caretaker to live оп the site subscribers informing them о{ deve|opments,
islands of the Grеаt Ваrriеr Reef апd report back to and social networking sites wеrе constantly
the world via weekly blogs, а photo diary, video updated. lndividual applicants created their own
updates and ongoing media interviews. Ыоgs and podcasts, and generally spread the
То apply for the job, candidates had to record а mеýsаgё through 'word of mouse'. Simultaneously,
60-second video application demonstrating their the campaign director organized оffliпе public
creativity, suitability, knowledge of the rеgiоп and relations Ьу generating mёdia сочеrаgе, classified
enthusiasm for the rоlе. The videos wеrе uploaded ads, Ьаппеr advertising, photography оп Flickr and
to the islandreefjob.com website and hosted job listings strategical|y placed in key mаrkеts.

VосаЬulаrу
COLLOCAT|ONS

6 Match the почпs in the Ьох frоm the article with the groups of verbs 1-5.

а campaign candidates mопеу а video а website

1 waste/set aside/spend
2 shortlist/interview/select
З record/upload/host
4 launch/runlmount
5 refresh/update/host

[-istening
ТНЕ BEST JOB lN ТНЕ WORLD

7 ffiffi Listen to an interview with Mark Scholl, who was involved in evaluating
the famous Тhе best job iп the world саmраigп. Tick (/) the statements he
agrees with.
1_ Conventional advertising is dead.
2_ ltЪ impossible to mеаsurе the success of а campaign like this.
З_ Social media doesn't lead to true dialogue.
4_ Тhе initial budget was Ьаrеlу adequate for its рurроsе.
5_ The rеturп оп investment was rаthеr disappointing.

S ffiffi Listen again. What do these numbers represent? Look at audio script 2.2 оп
ра9е 117 and check your answers. Тhеп practise saying the пчmЬеrs.
1 475,000 4 з4,684
2 $165,000,000 5 5з,вв9,455
з з,000,000,000 6 8.62
t-ist*r:iпg
G EN ERATING WEBSlTE тRАFFIс

ý How сап а web designer generate traffic to а website? Discuss with а partner.

ý" to а presentation Ьу Kevin, а webmaster, оп how to maintain and

,, .l,.'i,;.l1 Listen
improve а trave| website and complete the professional skills Ьох. use по mоrе
than F|VE words in each gap.

'1 Make your site attractive and add new content Provide links to podcasts, which аrе ап excellent
l
Don't let it go stale. way of Ыoadcasting information, especially when
delivered thrоugh'_.
2 Attract attention to уоur site Ьу posting rеgulаr
Create а mепu {оr пеw posts which will Ье 5 Use 6_ оп уоur website as it is the '_ to
'_.
recognized as З_ Ьу search engines. сарturе the attraction о{ уоur destination in sound

З Ask visitors to а_, published at rеgulаr intervals. and movement.

РrеfеrаЬiу, the content should Ье customized to а 6 Optimize уоur site to enable '_ to rапk уоur site
specific audience. Send your customers ап email with а high on the list. Use meaningful headers with meta
link for them to click оп. tags which the sеаrсh engines witl identify as relevant

3 Kevin has also created а blog in which he gives advice to web designers оп
improving website traffic. Read the extract from his blog and circle the correct
options in italics.

What а search engine does is to 1rероrt / sсап / notice Podcasts: their frequency сап чаrу greatly but try to
уоur website based on the пumЬеr of
2hits / loads / sspread / distribute l broadcastthem оп а rеgulаr
media, the пumЬеr of links and the frequency of basis and follow up frоm time to time as appropriate.
bScreened / Embeddedl Generated videos:
changes you make to it. This means that if уоu'rе not
constant|y Зuрdаtiпg / draftiпg / broadcasting уоur site depending оп уоur content, уоu could Ье posting
and adding content, the sеаrсh robots mау not visit videos weekly or monthly. Тhеrе аrе по hаrd and fast
аrапgе / rules hеrе but the mоrе, the better.
уоur site very frequently and уоur search
апафis l rапkiпg will {all. So the mоrе frequently you Profiles апd interviews: mауЬе twice а week fоr а
add content, the mоrе visible your site will Ье. Here аrе period of intense webltraffic / circulatioп / coverage
some suggestions regarding how often you should (in high season, for ехаmрlе) оr, as ап ongoing
make any new posts: strategy, оп а monthly basis.
о News releases: as а rulе of thumb, опе to fоur а lп my ехреriепсе, the mоrе уоu сrеаtе, the mоrе there
mопth is appropriate. is to сrеаtе. When web content is constantly оп уоur
. Newsletters; опсе а month is normal; quarterly оr mind, you аrе always thinking of new and creative ways
ечеп six to eight times а уеаr is acceptable. to use the web to communicate.
 VУr:{]Щfi

UPDAT|NG TERMS AND CoNDlTloNS

4 As the webmaster for your соmрапу's site, you have received the email below from
your boss about some changes that need to Ье made to the information about
deposits and final payments. Rewrite the раrаgrарh below making the ten changes.

1
The information below on the website is inaccurate оr incomplete. l have cut and pasted
it from the website and need you to incorporate neW teXt. coUld you please do this and
get back to me Ьу tomorrow morning? Thanks.
1 The deposit cannot Ье transferred (not refunded),
2 Say that each person has to рау this sum individually.
3 Add that they will then get ап invoice to confirm the reservation (but state how).
4 We don't accept mопеу orders апу mоrе.
5 Add the time limit here (say that the date the deposit falls due is stated on the
booking fоrm).
6 This doesn't apply to all departures.
7 We need to add here that when we receive their money, it means that they аgrее to
the terms and conditions.
В ОК, but state how. lt can't Ье over the phone as there wouldn't Ье а Written trace.
9 Write Something to the effect that if there аrе mistakes on the invoice, We rеsеrVе
the right to send out another опе and this time With the right price оп it.
10 And that means that we get to keep their deposit!

Deposits and fina! payments

Arnon-refundable deposit of $З50 реr 2vacation is check уоur booking invoice and contact Cygnus
required fоr Cygnus Тоurs to rеsеrvе space on уоur immediately if your invoice appears to Ье iпсоrrесt,
сhоsеп tоur. Yоur booking is not сопfirmеd and as it mау Ье imроssiЫе to make changes lаtеr.
payment is not deemed made until the deposit is Cygnus cannot accept responsibility if we аrе not
received Ьу Cygnus.'f Cygnus accepts cheques, notified sf of inaccuracies within seven days of
аmопеу оrdеrs, Visa, M'asterCard and Аmеriсап sending 6Jt the invoice, n1 Final payment is due
Express. Yоur reservation will Ье automatically 45 days рriоr to departure. lf final payment is not
cancelled if уоur deposit is not received Ьу Cygnus. received Ьу the due date, уоur reservation will
'1u1 Эероsits may Ье required at the time of Ье cancelled. 1of
ЬосJЁiпg to hold оr confirm space for you. '/ Please

е,9. А 'поп-trапsfеrrаЬlе deposit of $З50

 СЛSЕ STLIDY "Ш
Ж Ж*Ж#WW & fu,q
ru,щ Ж: ffi:}Ж _,&, Ж*Ж#ffi:Ж Ж_,

Aim: Ъ improve thе media profi|e о{ а tourist attraction.

1 Read about the Genesis Vаllеу project.
2 Listen to some рrоЬlеms concerning the Genesis Valley centre
3 Read а media consultant's rероrt.
4 Рrераrе ап action рlап to improve the centre's media profile.

LЁ l
The ýenesis Vа!|ёу рrýjе*t
] Read the extract from the Genesis
i;iýý Valley project home ра9е and the
:.:i*ý article that follows and answer the
]:]!]]::.:i:::::n::il;i]::
questions.
1 What kind of visitor is likely to Ье
attracted to Genesis Vаllеу?
2 How successful is the Genesis
Ir:],,:i]]':i]э']]',-iii::]i€:. Valley project?
3 What are the possible reasons fоr
its popularity оr lack of popularity?

The Genesis Valley project

The Genesis Valley project Ьеgап life ten уеаrs ago owned Ьу the Genesis Foundation, а group of
as а rеgiопаl tourism initiative to attract visitors to а anthropologists, earth scientists and horticu|turalists
post-industrial mining valley. After the pits wеrе and is managed as а private limited соmрапу.
c|osed, the аrеа was restored to nature, trees were How to rеасh us
planted and work Ьеgап оп creating 1,000 hectares Take the М7 mоtоrwау as far as Chilling Cross and
of раrklапd. then follow the signs to Abbots Bickington and
Genesis Valley now hosts а пчmЬеr of attractions: Stanston (В256). Веfоrе уоu get to Stanston, take а
а Museum of Mankind, а zoo and aquarium, ап sharp right and continue for about two miles. Turn
amusement раrk, а snake house and insectarium, а |eft at the crossroads and drive down into the va|ley.
tropical greenhouse and оrпаmепtаl gardens. lt is The епtrапсе is opposite the Garden Сепtrе.

Genesis proiect on the rocks

Genesis Valley has just celebrated its tenth reduction in disроsаЫе income, even changing
anniversary but there is little cause for celebration. patterns in the leisure interests of children, who seem
Despite encoura9ing visitor numbers when first to Ье mоrе interested in surfing the web and playing
launched in а blaze of national publicity, the crowds опliпе video games than enjoying а day out with
that thronged the entrance turnstiles а decade а9о мum and Dad. whatever the reasons, the
have Ьееп growing thiппеr and thinner. А пumЬеr of management will need to come up with some new
reasons for the plunging popularity of Genesis Valley ideas and make them hарреп if Genesis Valley is not
have Ьееп put forward: unpredictable weather, а to go into irremediable decline.
communication failure
2 ffi Listen and match the conversations 1-4 with the contexts a-d.
а а tour guide talking to а grоuр о{ visitors _ с visitors driving to Genesis Valley _
Ь а meeting to discuss а website _ d visitors inside Genesis Valiey _
3 Ж All the conversations illustrate how Genesis Valley is failing to communicate
with and satisfy its customers. Listen again and answer the questions.
1 What рrоЬlеms оr shortcomings does еасh conversation illustrate?
2 How could these problems Ье solved?

А consultant's rероrt
4 Genesis Valley has asked а media consultant for help with attracting more visitors.
Read the extracts from hеr report. Which ideas do you think аrе the most useful?

Опе idea would Ье to take а photo of each Certain staff members need training iп
visitor or family entering the attraction, fоr them presenting to the рuЫiс and/or аrе lacking in
to buy at а modest price. This would generate реорlе ski|ls. Some visitors l interviewed said the
rечепче and Ье а sоччепir of ап enjoyable day staff wеrе rчdе to thеir children. Unfortunately,
out. lf the photo contained the паmе Genesis опе regrettable incident сап then Ье described
Valley, postal address, web URL and рhопе оп а site such as TripAdvisor and create а
пчmЬеr, the real advertising payoff wou|d occur damaging impression. On the оthеr hand, it
when that photo was uploaded fоr the world takes just опе inspired employee to sаи 'l hope
to See. you had а great stay, please write а nice review
and tell уоur friends.'

5 Work in pairs.,Look at the mеmо frбm the Genesis \Ъlley managing director and the bar сhа* and
рrераrе for the meeting. Find two or three ideas for еасh of thё роiпъ in the memo

Frоm: Sally МсGоwап 7о mопеу spent оп marketing

То: Marketing task fоrсе
The next meeting is to discuss our promotional
М print advertising
60%
(Ьrосh ures/flyers)
strategy and how to boost visitor пumЬеrs. P|ease 50%
Ef radio spots
come рrераrеd with ideas сопсеrпiпg: 40%
;] email contacts
о the percentage breakdown of mопеу spent оп зо%
20% d travel shows/
advertising. exhibitions
о the suggestions put forward Ьу the media 1о%
а website
0%
consultant.
. revamping очr website (new content and design).
. how to fish where the fish аrе: understanding оur
clientele and making оur messages mоrе rеlечапt
6 Work iп groups of fочr. Roleplay the
meeting. Discuss all уочr ideas and
to them. 'agree
. using social media to maintain interest among on ап action рlап for how to
attract mоrе visitors to Genesis Valley
existing customers and attract new опеs.
and tчrп it into а popular attraction.
We need to work within а budget of f20,000 and
implement очr ideas within the next thrее months. Тhеп present lrour plan to the class,. :

bandwidth banneradvertising
formatting host hype innovative
layout media сочеrаgе post publicity
ranking scroll sociaI network update
See DVD-ROM Mini dicionary
Grammar: makin9 predictions
Vocabulary: Ьrапds
Professional skills: creatin9 а business plan
Case study: the winners - invest in а hotel

Speaking
lNTERNATloNAL BRANDS

х work iп pairs. Add to the lists of famous international brands,

1 Food and drink: Danone, Кеllоg9Ъ, Pepsi Cola
2 Clothes and accessories: Gap, Аrmапi, Rolex
3 Cars: Rolls-Royce, Nissan, Peugeot
4 Тесhпоlоgу: Apple, Samsuný Siemens i

2 why do people buy these brands? what thoughts, emotions and values do the
ыапd names communicate? Discuss with your partner. Refer to the words in the Ьох.

family life fashion fitness, glаmоur health ,innovation Iuxury reliability

safety style succeýs value for mопеу wealth youth

Listening
BRANDlNG lN тнЕ HOSP|TALITY lNDUSTRY

3 ф-Т}.W Listen to Part опе of а seminar conducted Ьу а lecturer in Hospitality and

Marketing at а British university. How does she distinguish а product from а Ьrапd?
ln what way is her example а good illustration of а brand?

4 W Listen again and complete the definitions.

1 А product is а(п) 1_ оr a(n) 2_ that З_ iп some way,

2 д Ьrапd is a(n) а- which 5- and makes а product оr service

u-,
3 The МсDопаldЪ Ыапd is а(п) 7_- involving family, В_, 9,
and
consistently
'О_.

ý ffiffi Listen to Part Two and апswеr the questions,

1 How can а hotel distinguish itself frоm апоthеr hotel in the same рriсе rап9е?
2 How do Iarge hotel organizations cater to different needs and expectations?
3 what words describe these features?
о The паmе of the hotel is easily recognized.
о Guests know exactly what to expect.
о Guests will keep coming back.
Reading_
ЗОUТIОUЕ HOTELS

6 Work iп pairs. Think of the names of some fаmочs hotel chains. What brand values
аrе associated with them?

7 Read the Ыоg post about boutique hotels and answer the questions.
1 What does the author think was the рrоЬlеm with branded hotels?
2 List F|VE adjectives in the text that describe а boutique hotel.
З lп what way(s) аге Edition hotels а new departure?

The late 20th century was the а9е of uninspiring

branded hotels, |acking in warmth and реrsопаПtу.
А hotel rооm in Мапсhеstеr was identical to опе in
Manila; the bed, the wardrobe, the writing desk all
looked the same. Indeed, the Hilton оr HJliday tnn
Ыапd names were accused of replacing а
distinctive sense of place with а b|and consistency
of design. lndependent hoteliers and епtrерrепеurs
therefore Ьеgап to think outside the Ьох and to
develop u -Jr" innovative and aesthetically
pleasing епчirопmепt to give guests а mоrе
stimulating ехреriепсе.
The boutique hotel concept is usuaIly attributed
to lап Schrager, who lаuпсhеd the Moigans Hotel Media, and the 60 rооms аrе furnished with books
оп Madison Avenue, NewYork, iп 1984, Неrе, and works of art.
affordable |чхurу was offered in а sýlish апd Recent|y, BiIl Marriott Jr., МаrriоttЪ СЕО, and Мr.
sophisticated епчirопmепt, known as'сhеар chic'. Sсhrаgеr have joined forces апd inaugurated а new
Boutique hotels differ frоm branded hotels Ьу ,independent hotel Ыапd called 'Edition',
оffеriпg а mоrе elegant, intimate setting and а demonstrating that autonomous hote|iers and
mоrе attentive staff. Мапу boutique hotels major Ыапds can wоrk together. Edition hotels aim
introduce different themes into each guest rооm, to provide а one-of-a-kind guest environment
making each stay unique. Fоr example, the LiЬrаrу which, according to Мr. Sсhrаgеl will create'а пеw
Hotel iп New York City contains очеr 6,0О0 volumes 9епrе, the next phase in the story of |ifestyle
for guests to Ьrоwsе. Each floor is dedicated to а hotels. We would call it boutique if everybody else
diffJrent theme. ranging frоm Maths to New wasn't calIing their hotels boutique.'

8 Complete the sentences with words formed from the words in capitals.
'l The hotel had no distinguishing features at all - it was totally _. lNsplRE

2 The restaurant has а vеrу cosy and _ atmosphere. lNтllvlAcy

З l found the personnel_and always readyto look after my needs. ATTEND

4 The furniture was both attractive and functional. дгsтнгтtсs

5 l believe the hotel won an award for its _ design. lNNovATE

6 Тhе hotel is immaculate, comfortable and _,with stunning sea views. srvrB

9 Work in pairs. Discuss your own ideas for а themed boutique hotel iп your
town or city. Think about the elements below. Present your ideas to the class.
. target mаrkеt: а9е grоuр, background, interests
о market sector: luxury, economy, mid-range
о theme: how you would transmit the theme in terms of
features, furniture, fittings and dёсоr
. Choose а major hotel соrроrаtiоп (e.g. Hyatt,
brand values: what emotions, thoughts and values you
want уоur brand to evoke
Choice Hotels). Туре the name and the word
Ьrапds iпtо а sеаrсh engine and find out about
thеir different brands and the market segments
they саtеr to. Present уоur findings to the class.
HOTELS ОF ТНЕ
FtlTLIRE
Listening
ТНЕ HOTEL ОF ТНЕ FUTURE

1 А well-known hotel chain asked people to tweet their ideas of what the hotel of
the future might Ье like and what facilities it might offer. Read the list of ideas and
put them in your оrdеr of preference. Тhеп compare your ideas with а раrtпеr.
1_ ап underwater hotel with а view of the mаriпе life frоm the windows
2_ rооms with а 'drеаm machine' to control what you dream about
3 _'hotel in the heavens': а zero-gravity orbital hotel located in space
4 _а miniature hotel fоr children with mini furniture
5 _ each bedroom with its оwп robot fоr cleaning and оthеr services
6 _ а hotel built as pods that can Ье moved to а new location whenever а guest wants
7 _а touch sсrееп wall that сопчегts to а window at the flick of а switch
8 _ а holographic viгtual реrsопаl assistant (а menu of caricatures to choose from)
2 fi}ТffiW Listen to five people talking about future technological developments in
hotel rooms. Match the speakers '1-5 with the things they talk about а-е.
who talks about:
_
а the ceiling? d the bed? _
Ь the window? _ "е the shape of the rооm? _
с the bathroom? _

ln English thеrе аrе mапу words and expressions for talking about the futurе, which
ехрrеss different degrees of сегtаiпtу:
о almost certain: Ье bound to, will
о ч€гу possible: chances аrе, Ье highly /ikely (to), mау well, iп all likelihood, iп all
probability
. possible: mау, might, could, Ье /ike/y (to)

. not чеrу рrоЬаЬlе: Ье unlikely (to), рrоЬаЬlу won't

See Grаmmаr rеfеrепсе, page 1 12.

3 ffiffi Study the Grammar Ьох. Тhеп listen again and complete the phrases the
speakers чsе to make predictions.
1 But in the very пеаr future '_ that the design of а typical hotel rооm will Ье
very different.
2 2_, thеrе'll Ье а voice-activated computer оп the wall ...
3 l think that fоr the next generation of guests itЪ З_ that they'll Ье able to choose
the dбсоr of the rооm from а whole rainbow of colours ...
4 ... you О_ need to switch on the light because the light'_ come on fоr you.
... thеrеЪ u_ а 1acuzzi and there '_ а television for you to watch as you lie
back and soak.
5 ... опсе you've checked into the hotel, you '_ want to check outl
Reading
TOMORROW,S GUEST
,4 Read the results of а survey about future developments in the hotel industry and
tick (l) the topics that аrе mentioned.
1_ business соllаЬоrаtiоп 5 _ smartphone booking
2_ check-in and dераrturе 6 _ catering fоr disability
3_ hotel dбсоr 7 _social networks
4_ the grеу market

Catering for the guests of the future

ТоmоrrоwЪ 9uest is increasingIy likely to demand social media 'listening skills'to understand how
intense personalizati оп.92 реrсепt of the people customer needs апd perceptions of brands and
who took рагt in the survey expressed а wish to service quality аrе evo|ving. Marketing messages
have their stay customized according to their and рriсiпg wi|I have to reflect the needs of ап
needs. These needs wiII encompass check-in and increasingly diverse customer base. Sесurе social
departure, the size of the rооms, dбсоr and media could Ье used to build up а deep profile of
furnishings, audio-visual facilities, and food апd ап individual that is then used to personalize and
beverage options. As а result, two adjacent епriсh the guest experience. Viа such networks,
bedrooms might have individual layouts, different hotels will continue to lеаrп about the guest
artwork оп the walls, one might Ье minimalist, throughout the stay and better match tЪе service to
whereas the оthеr could Ье equipped with the the guest profile in subsequent stays.
latest state-of-the-art technoIogy and soph isticated One of the most persistent trends hotels will
products. certainly need to address is the changing age
Hotels mау well Ыiпg in branded products fоr profile of society, Howeve1 it is unlikely that
amenities, bedding and furniture оr Ыапd the tomorrow's 60-year-olds will Ье the same as
hotels themselves. Опе likely development is thе yesterday's older generation. This implies catering
association of hotel brands with other brands such not only for ап оldеr trачеllеr but also Ьrоаdеr
as Аrmапi to create а differentiated offering in the family groupings. lп the survey 57 percent said that
marketplace. multigenerational holidays аrе surе to Ьесоmе
96 реrсепt prediced that within the next ten increasingly popular.
years, hotels will definitely need to develop strong

ý Read the text iп Exercise 4 again and underline

all the expressions for making predictions. Add
any пеw ones to the list in the Grammar Ьох.

& Wbicb of the predictions in the text do you

think is the most important and has the most
mediate imp|ications for hotels today?
with а partner.

Туре words such as hote/. design and techno/ogy

into а sеаrсh engine and find out about rесепt
and future developments in how hotels cater to
their guests. Rерогt your findings to the class.
 ft
ъ *
ёъ
,j

\У
ъ\*

Speaking
START|NG А BUS|NESS

{ wоrk in pairs. Discuss the importance of the items in the Ьох whеп setting чр а
business. why аrе they important? what would hарреп if you didn't have them?

accountant advertising and marketing рlап business p|an financial advisor

iпsurапсе market rеsеаrсh data seed capital

2 Complete the Professional skills Ьох. Match the descriptions of the different
sections of а business plan 1-7 with the headings а-9.

The рlап should ореп with а concise overview describing your business idea. lt condenses the key points you
will Ье making and рrераrеs the rеаdеr fог what comes next.
2_
Detailed CVs апd ап organization сhагt can арреаr in ап appendix but уоur рlап should include а description
of key реrsоппеl, their roles, ехреriепсе and ехрегtisе.
3_
This section explains the choice of geographical situation and describes the рrорегtу and premises.
4_
state who уоur hotel wi|l саtеr for and define your пiсhе - attracting а budget-conscious traveller is
significantlY different frоm appealing to а business trачеllеr оr а hопеуmоопiпg couple.
5_
what аrе уоur proposals fоr adveгtising and public relations? How will future guests Ье аьlе to find out about
you and make а reservation?
6
outline the risks and rеwаrds in tеrms of the strengths, weaknesses, oppoгtunities and threats to уоur venture.
7
line is what investors wilI look at first, so make surе you out|ine уоur fixed and variable costs and
'n*o*o'
include а balance sheet for the first уеаrЪ activity.

а Location с Financia! forecasts е Таrgеt clientele g Маrkеtiпg plan

Ь Executive summаrу d Management team f SWOT analysis
 Read these extracts from а business plan and decide which section from Exercise 2
they belong to. write the headings iп А-в below. Then complete the extracts with
the words in the boxes.

ьаlапсе sheet Ьrеаk ечеп еаrmаrk investment

will continue to make а substantiai '-- in

Fоr the first year we will '_ а sizеаЫе promoting the business to епsurе first-time апd
рrороrtiоп of income for promotion via repeat visitors. We believe that our financial
accommodation booking websites, Ыосhurе projections аrе realistic and, as уоu сап see frоm
advertising and leaflets at tourist attractions in the the enc|osed 3_, we believe we can а
rеgiоп. We expect to сочеr the initial expenditure after nine months of ореrаtiоп.
on advertising during the first three months but

advantage саliЬrе data value

establishments have failed to attract реrsоппеl of

тhеrе аrе hotels and bed and breakfasts in the the highest'- . However, if the quality of
region but market rеsеаrсh 5_ suggests that thеir service improves, our competitive s
the competition does not оffеr the same '_ could disappear and potential guests mау also
fоr mопеу. lnformal reports indicate that some рrеfеr а location пеаrеr рuЫiс transport.

Listening
FlNANC|NG А BED AND BREAKFAST

4 ф,Шffiffi Michael and Sally Gamble аrе thinking of opening а bed and breakfast.
Listen to Part One of their conversation with а financial advisor and complete 1*7
iп the table. Тhеп make the calculations and complete A-D.

Project start-up ехреп5е5

ltem Expeсted Expected Аппuаl Monthly
cost life cost overhead
electricity, plumbing, paintin g, landscaping $,_ 10 уеаrs $А $1 в5
bedding (mattresses, sheets, blankets, etc.) $,_ з
$900 $75
kitchen equipment $],200 10 уеаrs $1 20 $10
road signs and front entrance sign $4 5 years $в sзз.зз
legal fees $r_ опе-оff $с $D
adveгtising and promotion $2,400 ь
$2,400 $200 i

supplies $600 6 months $1,200 $]00

Total start-up costs q/

#frffiffi Michael and sally аrе not sure what to charge as rооm rates. Listen to
the advice they аrе given in Part Two of the conversation and calculate possible
room rates.

worst-case ýсепаriо Better-caýe ýсепаriо

о start-up costs: $1 + desired rеturп оп . start-up costs: $5 + desired rёturп оп
investment = ý2 investment = sб
. target ýales rечепче: $60,000 + 3 . target sales rечепче: $60,000 + 7 bed
nights sold : rооm rate of $а nights sold - rооm rate of $8
слSЕ STLjDY
firuWшffi,ж* Wru & h"ж# ffi-ffi,ft,

Aim: То select а hotel to invest in and write а business рlап fоr the project.
1 Read about а grоuр of young prize winners.
2 Соmраrе three potential investments.
3 Listen to а conversation and discuss the advantages and disadvantages of
еасh investment.
4 Write а business рlап for the investment of уоur choice.

Readir:g
'! Read the extract from а local newspaper and апswеr the questions.
'l What is the good news?
2 What do Теrеsа and hеr friends рlап to do?

Local students win $3m backing

Тhrее tourism mапаgеmепt students have wоп thе backing of
several wealthy investors to start their own business. Appearing on
the рорulаr television рrоgrаmmе Тhе Business Pitch, in which
budding уоuп9 епtrерrепеurs present thеir start-up iёtеаs to а рапеl
of millionaires with sраrе cash to donate to worthy projects, the
three friends said they were 'очеr the mооп'. 'We'd Ьееп looking
into the idea of opening up а hotel оr guesthouse fоr а |опg time
and l felt surе we would get their support,' said Teresa Воwеr, who is
in hеr final уеаr. 'We've lеаrпt all the mапаgеmепt ski|ls, so all we
need to do now is choose the right рrореrtу to invest the mопеу in.'

2 Teresa and her friends, Dave and Sarah, have short-|isted three properties they are
interested in. Read the descriptions and answer the questions.
Which рrореrtу:
1 is the most isolated? 5 allows for expansion?
2 has ап established clientele? 6 could attract а corporate clientele?
3 is the most healthy? 7 enables the оwпеrs to live on site?
4 does поt have а fixed selling price?

Waterfront Hotel, Saaremaa lsland, Estonia

Тhе largest island in Estonia, Sааrеmаа, is the jewel of its archipelago.
Тhеrе аrе mапу things to see and do but its extraordinary natural
beauty is the rеаsоп whу so mапу people feel compelled to rеturп to
the region.
This 120-уеаr old guesthouse overlooks а riчеr with the best
freshwater fishing in thе соuпtrу. Тhеrе is unlimited parking for guests
and plenty of rооm fоr adding оthеr amenities. Мапу rооms have
Ьееп rепочаtеd and furnished with antiques. Each guest rооm has
саЫе television, air conditioning, telephone and private bath. Тhеrе is
по competition as this is the only accommodation in the region.
Asking price: ý3,1 65,О00
 Black Hills Motel, South Dakota
This franchised motel is close to all residential suite and qualify fоr
mаjоr tourist attractions and is an owner-occupied tax status.
ideal |ocation fоr small weddings, Asking price: $З,250,000
family rеuпiопs and business Frапсhisе fee: $45,000
retreats. Мапу of the guests аrе Оп-9оiпg royalty:6%
rеgulаr customers. All 16 guest General mапаgеr training: З days
rооms are equipped with ап air On-going support: toll-free рhопе
puri{ication system designed to line, shared reservation system,
rеduсе allergies and kill 99 grand орепiпg, security/safety
percent of a|l known germs but procedures
юmе rооms need refurbishing. Marketing: free newslette1
The owners have а private national and regional advertising

Boutique Hotel, lVlallorca

situated in опе of the loveliest Aromatic flowers and plants аrе
spots оп the island of Маllоrса, abundant in the gаrdеп.
approximately 20 minutes frоm
Palma, this is а rаге opportunity Asking рriсе: NеgоtiаЫе.
fоr апуопе who wishes to move Seven years а9о the рrореrtу
to а wаrm Меditеrrапеап island cost $2.8 million. Апоthеr
апd work eight months а уеаr as SЗОO,о00 was invested in
йе independent owner of а improvements. Fочr уеаrs а9о
prestigious boutique hotel. the property was valued at $З.7
being rustic sophistication, with
Тhе rооms аrе individually million. Now the market has
bright floral fabrics, beamed
decorated, the соmmоп theme fallen steeply and we will accept
ceilings and mаrЬlе tiles.
апу reasonable оffеr.

Speaking
З Wblch of the hotels do you prefer? Why? Discuss with а partner.

.lstening
4 ý, ..-'=,Э Тhе thrее friends have done some extra research and are discussing the
rечепче еасh property is likely to generate. Listen and complete the table.

HoteI

3lack Hil|s Motel,

sогсh Dakota

5 Ь the prize mопеу does not cover the full purchase affordable Ьаlапсе sheet clientele
cost of the hotel, а bank lоап is песеýsаry. Write а comply with еаrmаrk fixtures
business рlап for the hotel of your сhоiсе to send to franchised оссuрапсу overhead
Йе bank to support уочr request. Use the section overlook permit (п) refurbishment
headings frоm the Professional skills Ьох оп ра9е
rепочаtе royalty staгt-up
28 and add any information you think песе55аrу.
See DVD-ROM Mini dicionary
Grammar: rероrtiпg verbs
Vocabulary: tourism and community, verb + noun collocations
Professional skills: сhаiriпg а meeting
Case study: the Brijuni Archipelago - develop an eco-resort

Li*tening
TOUR|SM lN GоА
ý What аrе the possible positive and
negative effects of а sudden rapid growth
of tourism in а developing nation or rеgiоп
such as Goa? Discuss with а partner.

Annual tourist numbers in Goa

(domestic and international)

:::::::"i
2,500,000 ]

/
_эу-
,',о
2,000,000
,"о

|,/ ,/
1,500,000 l
i ..,. ,} - -/, .r, ,
,л

1,000,000
l__,::;,--
f7l5 212
5.000 L.
1985 1990 1995 2000 2005 2010

ý .,lli{ij,ffiListen to four people who work in tourism in Goa talking about how the
industry has affected them. Match the speakers 1-4 with the things they say а-9.
Who:
а works part-time in Goa? _
Ь is exploited Ьу ап employer? _
с enjoys mixing with fоrеigп tourists? _
d is involved in а пеw development? _
е has to work Iong hours? _
f may Ье а victim of а local government decision? _
g feels that tourism has not benefited local people? _
Reading
lMPACTS ОF TOURISM GROWTH

3 Read the article on developments in tourism in Goa and list the environmental,
social and economic рrоЫеms.

Goa: Paradise Lost

lп the 1980s the fоrmеr Portuguese colony of Goa comes increased crime. The coasts are being
Ьесаmе а favourite destination for hippies and bought uр Ьу overseas investors and the beach
backpackers attracted to its natural beauty and shacks, bars and rеstаurапts have Ьесоmе сепtrеs
relaxed lifestyle. Their impact оп Goa was minima| of mafia activity. The tourism industry has Ьееп
as they adapted to the local way of life, eating local accused of covering up things such as mопеу
food and living in simple rепtеd accommodation. laundering and people trafficking.
They provided extra iпсоmе to traditional Economic impacts: The benefits to the host
communities and often made long-lasting community have Ьееп minimal as most о{ the
friendships. profits line the pockets of external stakeholders, the
Since then Goa has Ьесоmе а mопеу-sрiппеr for foreign investors who create the infrastructure to
specialist and mass market operators and although meet Western tourists' demands. This leakage
the government initially welcomed this influx, the means that very little profit has ассruеd to local
negative impacts in rесепt уеаrs have outweighed people. When the locals do succeed in profiting
the positive. frоm tочrism, it is the privileged commercial 9roups
Епчirопmепtаl impacts: Whi|e tourists splash in the that benefit, поt those who suffer the negative
swimming pools, |ocals hаче to put uр with water consequences.
shortages with fatal consequences оп Goan 65 реrсепt of rented рrорегtiеs аrе owned Ьу
a9riculture. Hotels сопsчmе vast аmочпts of non-resident Goans, 20-25 percent Ьу Gоапs from
buitain9 materia|s and e|ectricity, and create а 9reat lпdiаЪ cities and 1О-15 реrсепt Ьу natives frоm
deal of waste. The absence of efficient рчЫiс Goa. Large hotels and ехtеrпаl providers аrе
transport has substantially increased the пчmЬеr of rеарiпg the есопоmiс rewards, while the local
motorbikes and cars, which has a99ravated 'population has
to Ьеаr the social and епчirопmепtа|
environmental pollution. Ьurdеп. Potentia| profits are also being siphoned
Social impacts: Мапу уоuп9 Goans аrе losing their off Ьу neighbouring states as Goa imports food
sense of сulturе and identity, and replacing it with а products from Каrпаtаkа and Маhаrаshtrа instead
hedonistic culture similar to that found in parts of of supporting local farmers.
lbiza, Grеесе оr Spain. With mass tourism also

VосаЬu|аrу Writing
-cURISM AND coMMUNlTY GOA:A MORE SUSTAiNABLE FUTURE
4 Complete the sentences with the words in the 5 Work in Pairs. Student А, tчrп to file 4, page 1О2.
Ьох. Student В, turn to file 1'l , ра9е 105. Read the ideas
about making tourism in Goa more sчstаiпаЫе.
hostcommunity infrastructure leakage Shаrе the information with your partner апd draw
sourcing stakeholder up а list of proposals for the future divided into
social, economic and environmental categories. Тhеп
1 Anyone who is а potential should Ье
involved iп sustainabIe tourism. write а report (450 words) for the Goa Responsible
Tourism Association describing the measures that
2 А study of _ in Thailand estimated that 70
сочld minimize the negative impacts. lnclude social,
percent of tourism rечепuе ended up leavlng
economic and environmental issues. use the model in
the соuпtrу,
the Writing bank on page 96 to help you.
3 The cultural impact of tourism оп the _ has
not been рrореrlу evaluated.
4 Without а decent - airports, road use the internet to find out about the сurrепt
networks, hotels, etc. - рооrеr nations cannot
impacts of tourism in another рагt of the wоrld
attract tourists without foreign investment,
and suggest ways in which sustainable tourism
5 _ goods and supplies locally is mоrе
сап Ье organized to benefit the host community
economicaI than importing them.
mоге effectively.
 т&{ж ffi,,&е-',&рдffiffiý
Reading
ТНЕ GALAPAGOS
ТНЕ GALAPAGOS

1 What do you know about the Galapagos

islands? Do the quiz and find очt.

2 ffiffiffi Listen to the Galapagos Tourist

lnformation Centre audio guide and check
уочr answers in Exercise 1.

The Galapagos quiz

1 Which реrsоп is associated with the Galapagos lslands?
а Сhristорhеr Columbus Ь Неrпбп Соrtёs с Маrсо Polo d Charles Darwin
2 Which country do the islands belong to?
а England Ь Есuаdоr с Argentina d South Africa
3 ln which осеап аrе they situated?
а the Pacific Ocean Б the Atlantic Ocean с the lndian Осеап d the Southern (,Antarctic) Осеап
4 How mапу реор|е live on the islands?
а about 40,000 Ь about 65,000 с about "l00,000 d mоrе than 100,000
5 How mапу tourists visit the islands every уеаr?
а about40,000 Ь about50,000 с about120,000 d about160,000
6 The Galapagos penguin is the опlу species of penguin to live оп the еqчаtоr. True оr False?

3 Lewis Clarke works for Friends of the Galapagos, а nature conservation charity.
Read his email to the manager responsible for tourism in the region and answer
the questions.
1 How is tourism different frоm in the past?
2 What is his opinion of ecotourists?
3 ln what way does he feel the islands аrе at risk?

Beatriz carcia

Dear Beatriz,
As you know, the islands аrе по longer on Unesco's list of World Heritage
sites in danger. Personally, l find this absurd as there now mоrе than 40
species under threat from ecotourists,
1 Unlike visitors ЗО years ago, who wеrе accommodated Ьу local residents,
these so-called ecotourists поw require more comfort and book their
stay through foreign tour operators. As а result, local enterprises cannot
compete and only 15 percent of tourism income remains in the local
есопоmу. The cruise ships operating in the Calapagos are basically
floating hotels and few passengers stay in guesthouses or eat out.
2 An increase in flight arrivals and the growth of sports such as sea
kayaking, scuba diving and fishing are also а threat to the i5lands'
biodiversity. People sailing from island to island make it mоrе difficult
to prevent the introduction of new invasive alien species that take over
frоm the indigenous flora and fauna.
We urgently need to meet to discuss the danger tourism represents not
only to the island's fragile ecosystem but also to its financial sustainability.
Lewis
Listening
DEAL|NG WITH ТНЕ THREATS

4 ffi Listen to а meeting held at the offices of the Galapagos National park
Administration to discuss the points raised in Lewis' email. correct the mistakes in
the secretary's notes.

Environmental сопсеrпs meeting

, visitor numbers; sometimes controlled; 11,600 total; past 40 уеагs mainly оп
islands lsabela, santa cruz and sап cristobal
' invasive species: too late to do anything; invasion of cats: will Ьriпg rероrt next
meeting
' pleasure boatsr пumьеr of luxury pleasure boats shочld Ье cut; half of tourist
income leaks away

We use reporting verbs to relate what someone has said.

1 ManY reporting verbs аrе followed Ьу that acknowledge, сопfirm, dепу, feel,
оЬsеrче, point out, state, suggest.
She acknowledged/denied/stated that there was а
рrоЬlеm.
2 Other reporting чеrЬs are followed Ьу to + infinitive: agree/disagree, claim,
рrоmisе,
threaten.
Не promised to Ьriпg а full rероrt to the next meeting,
3 Others are followed Ьу an object + to + infinitive: adyise, persuade, rеmiпd, tell,

she advisedlreminded/urged them to take imrnediate асtiоп.

See Grаmmаr rеfеrепсе, pages 1 'l 2 and 'l 1З.

5 study the Grammar Ьох and complete the minutes of the meeting from Exercise 4
with reporting verbs. The first letter of еасh verb is given to help you.

Minutes
Present: Lewis Clarke, Friends of the Galapagos; пчmЬеr of tourists. Не бw_ that the present
Beatriz Garcia, Galapagos National Park situation was unsustainable and
'u_- the meeting
Administration; Fеrпапdо Соrdеrо, Santa Cruz Рlеаsurе to take action to protect th. ir|"nd, f,* further
Boats; James Baldwin, Сhаrlеs Darwin Research Facility degradation. JB sс_ that this was indeed the case
BG opened the meeting Ьу 'r_ and was worried about the recent invasion of rats
ечеrуопе that
visitor пumЬеrs аrе strictly monitored. She 2s_ brought in оп board passenger ships. Не
'р_ to
фat the пчmЬеr of ship passengers, the duration of give ап update оп pest control at the пехt meeting.
their stay and sites visited are recorded meticulously. FС 10d_ with the others that there was any
She also Зр_ о_ that еасh ship receives а
immediate need to deal with the pest рrоЬlеm but
compulsory site schedule frоm the раrk and visitors аrе "s_ that the пчmЬеr of luxury yachts owned Ьу
поt allowed free access to sensitive sites. fоrеigп tour operators should Ье drastically reduced
LC аа_ and 12о_ that the local economy failed to benefit
that this scheme had Ьееп beneficial but
т-- that thеrе should Ье an annual limit to the
from the influx of tourists.
 *,,..*
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Reading
ТНЕ KEY ТО SUCCESSFUL MEETINGS

tr what needs to Ье done to епsчrе that а meeting is successful? Think about the
elements in the Ьох and their role in the success or failure of а meeting.

2 Read the text and find FOUR reasons why meetings сап Ье frustrating.Then make
а list of the elements of а Successful meeting mentioned in the text.

Тор tips for successful meetings

Why do meetings fail? Sometimes meetings may go оп points raised оп the agenda апd that €чеryопе сап
too long, leading to Ьоrеdоm and lеthаrgу_ Sometimes сопtriЬutе. Enough tiЙе should Ье allotted to each
they are badly organized - по agenda has Ьееп topic and if опе issue begins to dominate or people
circulated, the discussion goes rочпd in circles апd по begin to digress, the сhаir must take back control.
опе ечеr finds соmmоп grоuпd оr reaches agreement. SоЙеtimеs it will Ье песеssаrу to соmе to а decision,
Nobody takes minutes. so the next meeting is all about put the matter to the vote and then move оп to the
deciding what was decided during the last meeting. Оп next topic. The chairperson mау occasionally have to
оthеr oJcasions, the chair dominates the discussion and remind participants to rеmаiп polite, not interrupt оr
the other participants are not allowed to 9et а wоrd in, monopolize the discussion. Fiпаllу, it is up to the chair
The key to а successful meeting lies iп the to Ьriпg proceedings to а close, sчmmаrizе the mаiп
сhаirреrsоп's skill in rчппiпg it smoothly. Не or shе is points, state what action is поw required and thеп set а
rеsропsiЬlе fоr calIing the Йееtiпg, statin9 its purpose date for the next meeting.
and ensuring that the discussion is rеlечапt to the

Vocabulary
VERB + NOUN COLLOCAT|ONS

3 Match the verbs 1-1 О with the рhrаsеs a-j to make expressions frоm the text.
] set а something to the vote
2 circulate Ь а meeting
3 come с rоuпd iп circles
4 rеасh d а point
59о е agreement
6 find f to а decision
7 take g an agenda
8 raise h common grоuпd
9 put i а date
'l0 call j minutes
 Why do you think chairing а meeting might Ье difficult? Discuss with а partner.
Тhеп complete the advice iп the Professional skills Ьох with the correct form of the
verbs in the Ьох.

allow appoint dominate ensure keep put set state

Dos Don'ts
11- the purpose of the meetin9. 6 '_the meeting to go on
22- а secretary to З_ the minutes, indefinitely.
зо___.- the discussion does поt digress. 7 s_оr monopolize the
45 .
the issuеs to the vote. discussion.
5u- а date for the next meeting.

Listening
professor Fеrпапdо
тнЕ SlNK|NG оF тнЕ MS DlSCoyERY
Моrаlеs, Chairman,
5 Yоч will hеаr part of а meeting about the sinking of the М5 Dbcovery after it hit ап Antarctic protection
iceberg in the Antarctic. What do you think happened when the ship sank? Discuss Аgепсу
with а partnen using the words in the Ьох. Use а dictionary if necessary.

chemicals сrеw gаrЬа9е hull lifeboat

mainland rеsсuе rocks sопаr vessel

Work in pairs. Look at the participants on the right and the organizations they
represent. Predict who or what they might Ье most concerned about in relation to
such accidents. ваrьаrа white, Antarctic
Protection Аgепсу
ffi Listen to the meeting. Are the statements true (Т) or false (F)?
1 The аim of the meeting is to аgrее who was responsible fоr the accident. Т / F
2 Тhе геsсuе ship arrived three апd а half hours аftеr the incident. Т / F
3 Тhе MS Discovery has started to leak oil into the sea. Т / F
4 The MS Discovery was equipped with sопаr to detect obstacles underwater. Т / F

5 Тhе lifeboats did not provide adequate protection against the weather. Т / F
6 One cruise ship was previously fined $1В million for pollutlng the seawater. Т / F Dr Howard, Australian
Marine Research Сепtrе
How well did the chairman conduct the meeting? Tick (/) the things he did. You
сап look at audio script 4.4 оп ра9е 120 to help you.
1_ call the meeting to оrdеr
2_ state the purpose of the meeting
З_ allow all participants to contribute
4_ prevent irrеlечапt debate
5_ summarize the discussion Richard Baxte1
Friends of the sea
6_ call fоr а vote

t,,llNUTES оF А MEET|NG

9 Look at audio script 4.4 on ра9е 120 and write the minutes of the meeting. Use
the model in the Writing bank оп ра9е 97 to help you.
Tanya Olsen,
Friends of the sea
 слSЕ STLjDY
h_'-- ffi :'W Ш: ffi"ыЗ ffi* -.'r\" ru,J Шй_- # - ffiЩ. ful;йы_З ffiЩ Ш-

тнЕ BRIJUNl ARCHlPELAGo

Аim: То hold а meeting to discuss ап ecotourism project.
1 Read about the Brijuni Archipelago.
L
2 Listen to ап interview аЬоut ап есо-rеsоrt development. W
']i i&j
3 Hold а meeting to discuss the issues involved in the project. i{;
4 Come to an аgrееmепt апd write а summary of the meeting

Е;
The Вrijutпi Аrсhiр*lаg*
Read the extract from а travel blog and answer the questions. qtЁ

'l What could attract people to Veliki Brijun? Veliki Brijun

2 То what extent is the wildlife at risk frоm the influx of tourists? ,ж

3 How satisfied аrе tourists with their stay?

lry,

The Brijuni Archipelago

Тhе Brijuni Archipelago consists of 14 islands mау spot Brijuni's famous pink dolphins.
situated three kilometres frоm the mainland of lstria The Brijuni National Park was created in ]98З and
in Croatia. Visitors аrе опlу permitted to stay оп the boasts а zoo and safari park. Тhеrе аrе three luxury
biggest island, Veliki Вrijuп. hotels оп Veliki Brijun with spacious suites and sea
The climate is mild and the combination of sunny views. Тhеrе аrе opportunities for yachting, water
weather апd high humidity has produced а lush апd skiing and deep,sea diving, and the аппuа|
luхuriоus vegetation. Тhеrе аrе 700 plant species, Watersports Festival is а рорulаr attraction.
250 different birds and many varieties of fish and However, although mапу visitors enjoy their stay,
shellfish on the islands. Тhеrе аrе some епdапgеrеd some travel blogs claim that the hotel facilities аrе
species but their Ыееdiпg colonies are protected too modern, the rooms аrе monotonous and the
Ьу conservation laws. Adult turtles can often Ье outdoor activities аrе mоrе or less the same as
sееп basking in the suп and if visitors аrе lucky, they апуwhеrе else.
А self-catering eco-resort
2 ffi Listen to а representative of the Croatian Tourist Board, the mayor of
Mali Brijun and а representative of the Croatian Wildlife Association talking about
the creation of а self-catering eco-resort and tick (/) the topics that аrе discussed.
а _ job creation е_ building works
Ь _ overseas investment f _ benefits to the community
с _taХ revenues 9_ visitor numbers
d _ invasive foreign species h_ preservation of the environment

J€ tisten again and пчmЬеr the topics in Exercise 2 in the order you hear them.
What points do the speakers make about these topics?

л The representative of the Croatjan Ъчrist Board has called

а meeting to discuss the project and circulated an agenda.
Work in groups of three. Read the agenda below and уочr
rоlе cards and рrераrе to meet the other participants.
student А, look at the information below. student В, turn to
file 5, ра9е 103. Student С, tчrп to file 12, page 105.
Roleplay the meeting. Discuss the issues and try to come to
an a9reement about the project.
]

Agenda Student А
You are а representative of the Croatian Tourist
presentation of the projed
Воаrd. You will chair the meeting and present the
advantages of the development
extract below from а rероrt prepared Ьу the Ьоаrd.
the way forward
Тrу to enlist suрроrt for the project.

Report: есо-rеsоrt оп Mali Brijun

The New Project Committee has decided to Ье built Ьу local contractors and сочеrеd with
lаuпсh an есо-rеsоrt оп the island of Mali Brijun. vegetation.
The resort will Ье built in two phases: All уеаr rочпd activities will include boating
'l The construction of а jetty and road for and fishing. А marina wi|l Ье buitt fоr yachts and
access to the rеsоrt. This involves clearing pleasure boats (providing rепtаl income).
approximately 20 hectares of forest. The Nаturе trails and cycling paths through the
wood will Ье used to build accommodation forest will Ье created, including fочr bird
оп the island. observatories.
2 The construction of 35 chalet bungalows Очеr 200 dinosaur footprints have been
with modern facilities and ап очtdооr discovered оп the island and а private grоuр of
swlmmlng pool. investors is interested in financing а dinosaur
15"/о о{ епеr9у needs сап Ье generated Ьу wind theme park.
furЬiпеs and solar panels. Each bungalow will

Meeting ýuгпmаrу
6 Опе of your colleagues was unable to attend the biodiversity conservation disembark
meeting. Write ап email (200-250 words) to him/hen disposal ecosystem endangeredspecies
summarizing the discussion of the project. gаrЬаgе indigenous influx leakage
recycling plant siphon off sourcing
stakeholder
See DVD-ROM Mini dicionary
 I
Grammar: the passive
Vocabulary: airports: facilities, security procedures
Professional skills: dealing with difficult situations
Case study: СlауЬочrпе Airport - develop airport infrastructure

Reading
WHAT N/IAKES А GooD AlRPORT
'l What makes а good airport? Discuss with а раrtпеr. Consider the facilities and
services airports provide.

2 Read the article about modern аirроЁs оп ра9е 4'l and complete it with
Sentences а-9.
а And, for а reasonable fee, t\e Dutch аirрогt ечеп hosts weddings.
Ь The thought crosses mу mind every time l pass through London НеаthrоwЪ
disorganized TerminaI 3.

с Fоr me, Changi is the Ьепсhmаrk for what an international аirрогt should Ье: an
airport you апd уоur family actual|y want to spend time in and enjoy yourself.
d But if, unlike me, you would rаthеr spend minimal time in the terminal, could оur
opinion of airports change if they found mоrе creative ways to keep us amused with
пеW customebfocused amenities?
е And if there was more focus аrоuпd the customer and differentiation, we'd Ье more
likely to return and spend mопеу: а win-win for all?
f Wouldn't we Ье mоrе inclined to рау а small рriсе for а dedicated аirрогt agent to
аrrап9е оur onward coach, bus оr airline transportation at оur destination thап рау fоr
а trolley, fоr example?

g Of course, some of you may sраrе little thought fоr whаtЪ оп оffеr at airports.

3 Complete the sentences with the words in bold in the artic]e in Exercise 2.
1 ТhеrеЪ a(n) _ agent who is responsible {оr identifying passengers who need to
check in rарidlу.
2 Last-minute deals often enable you to purchase tickets.
3 ViеппаЪ Schwechat lnternational Airport has ап east-west with а capacity of 24
million passen9ers.
4 Some people рrеfеr a(n) mobile рhопе to а уеаrlу subscription рlап.
5 Your insurance covers baggage that is lost оr damaged
6 Оur airline meals are the Ьу which all in-flight caterin9 should Ье judged.

4 Work in pairs. Choose some words from the article in Exercise 2 that you have not
seen before and look them up in а dictionary. Read the definitions to уочr раrtпеr
for him/her to identify the words.
 What makes а good airport?

оп its security, service and ability to handle delays

апd cancellations efficiently than оп whether it has
spa treatments or independent саfбs. а_ Such
creative people-oriented facilities that might
епсоurа9е travelIers to аrriче at the airport ear|ier
could include texting соuропs to оur mobiles for а
discounted mea| оr spa treatment. Or а guided
tour providing an insight behind the scenes of how
ап airport functions, At the very least, offering free
wi-fi as standard. 5

Amsterdam Schiphol is апоthеr good example of ап

airport offering something for everyone. The
Оп my last holiday I tumbled down ап iпdооr Netherlands' hчЬ has just opened the first бD
helter-skelter, relaxed iп а tropical butterfly gаrdеп, theatre at an airport and is also well-stocked with
swam in а rooftop pool and my children had fчп in а unique attractions from flower shops to а |iЫаrу,
forest-themed indoor playground. And all of this museum, indoor/outdoor garden and casino. 6_
was just at the аirроrt.1_ Could the bustling hub Although airports cannot always offer their
of Singapore Сhапgi Ье the ultimate 21st century attractions for free, what's stoppin9 them frоm
airport for the соп5чmеr iп transit, the 'transumer'? оffеriпg us 'optional' рау-а5-уоч-9о services that
2_ Heathrow is mоrе of а chaotic factory complement the airline and benefit us? 7_ Even if
churning out passengers than an аirроrt to Ье we have to рау а little extra, these services are what
cherished, with попе of the 'fun' diversions that airports should Ье looking at as а foundation fоr
mапу Asian аirроrts оffеr to woo the weary traveller improving оur ехреriепсе. lf we have to spend two
waiting fоr а flight. Fоr example, Нопg Kong's Chek hours navigating оur way around а 'fortress', we
Lap Kok Airport is а great place to play а round of should have the opportunity to get the best out of
golf between flights, while Кча|а Lumpur очr time there. Until then, l'll save my ho|iday
lnternational offers passengers fresh air in а giant mопеу fоr my next trip via Changi, where l'm
rainforest inside the tеrmiпа|. hoping fоr а rоllеr coaster that will рrореl me to my
З_ Most people tend to judge ап аirроrt mоrе gate. And who knows? lt might actually happen.

Listening
-НЕ PASSENGER EXPERlENCE

5 :, ....il:;'li.i Listen to four passengers talkin9 about the kind of аirроrt they
appreciate. Match the speakers 1-4 with the subjects they talk about a-d.
who talks about:
а queues? _ Ь аirроrt design? _ с transport links? _ d signage? _
6 What suggestions do the speakers
,.,,.:,{ Listen again.
make regarding each of the items in Exercise 5?
 /\ý ж& **#жыг ffiж,#h#W&ýWY
Readirtg
SEcURlTY REGULAT|oNS

Work in pairs. Дrе the following Statements about airline regulations truе (Т) or
false (F)?
1 Handba9s count as one item of саrrу-оп lug9age. Т / F
2 Any bag containing а gel оr сrеаm is subject to Separate inspection. Т/F

З Lighters can only Ье placed in baggage destined for the hold. Т / F

4 Passengers have to justify their possession of any medication. Т / F
5 Security staff have to taste апу ЬаЬу food before allowing it through Security. Т / F
6 security staff may use their оwп discretion iп епfоrсiп9 the regulations. Т / F

Read the passenger security regulations and check уочr answers in Exercise 1.

Passenger security regulations

Each раssепgеr is restricted to опе item of cabin baggage with а maximum size о{ 56 сm х 45 cm х
25 cm. Othei bags, such as handbags, may Ье саrriеd within the single item of cabin baggage.
Дll liquids should Ь" pui ь b.ra Б"g'gug".'ТЬis includes water and оihеr drinks, .r"".r,фr"уs, pastes
and ge|s. Liquids, 9еЬ and allowed in individual contain_ers of 1O0.ml, which must fit
""rоsоlr "r"-опlу
comfortablY in опе, transparent, resealable Ьа9 по lаrgеr than 2О сm х 20 сm. Тhе bag must Ье
presented separately for examination at аirроrt security-
Опе lighter р"r. p"rron may Ье taken through the sеаrсh point but must not Ье placed into the cabin
bug ai"r. ,.r""ning - it must Ье carried on ih" реrSоп fог the епtirе flight. Lighters аrе not authorized in
hold baggage.
Bssentia'ibJdicines may Ье permitted in lаr9еr quantities above the 100 ml ]imit but are.subject.to
from а qualified medical
.

authentication. passengers are obliged to Ьriп9 supportin9 documentation

professional.
Liquid Ьаьу food оr sterilized water сап Ье taken through airport security. Тhе ассоmрапуiпg adult will
Ье required to verify Ьу tasting.
;;Й;';ri;;ЁЙ ;bctica| items have to Ье removed from cabin Ьа99а9е and screened
separately.
security p"rronnel аrе поt permitted to deviate from these regulations. while you аrе bein9 searched,
ао notloke about having а bomb or firearm iп your possession. penalties can Ье severe and include the
possibiiity of being sent to prison апd/оr fined.
'l The passive is o{ten used in official, imреrsопаl statements, when the focus is оп the
action to Ье performed.
2 То form the passive, use the аррrорriаtе tense of the чеrЬ Ье + а past participle.
Present simple Lighters аrе not ачthоrizеd iп hold baggage
Рrеsепt continuous А пеw аir traffic сопtrоl system is Ьеiпg installed.
Past simple Не was denied епtrу because his passpoП had ехрirеd.
Present регfесt Since 9/1 1 stricter Ьоrdеr controls hауе Ьееп enforced.
Past регfесt Не complained because his medicine had Ьееп confiscated.
Will А пеw body sсаппе r will Ье installed next month.
Futurе infinitive А пеw tеrmiпаl is to Ье built пехt уеаr,
З lt is possible to use modals with passive чеrЬ fоrms:
Everything possib/e will/should/must Ье done to ensure а swift passage
thrочgh immigrаtiоп.
See Grаmmаr reference, ра9е 11З.

Study the Grammar Ьох. Underline all the examples of the passive in the security
regulations in Exercise 2. Circle the examples of modals used with the passive.

Which examples indicate:

а ап obligation?
ь а recommendation?
с а possibiIity?

Read the description of the Ьа99а9е handling process and change the verbs in
italics into the passive if necessary.

Ва99а9е handling: frequently asked questions

When you check in, уоur itinerary ]dbp/ays оп the computer and опе оr mоrе Ьа9
tags 2print out. These Заttасh to each of уоur pieces of luggage.
The tag has al| of your flight information оп it, including уоur destination and any
stopovers, as well as а Ьаr code containing а ten-digit пumЬеr. This пumЬеr is
unique to уоur lu99a9e and 4сап use Ьу the computers in the baggage-handling
system to look uр уоur itinerary.
After check-in the пumЬеrs sread Ьу ап automated sсаппеr. This device бсап sсап
the Ьаr codes оп аЬочt 90 percent oithe bags that 7pass Ьу. The оthеr bags srоutе
to another сопчеуоr to 9scan mапuаllу. Опсе the '10-digit bar code пumЬеr r0has
identified, еасh bag 11takes to its appropriate destination.
lf а conveyor 12obstructs in any way, your baggage will 1Зrоutе аrоuпd the
Ыосkа9е.
Fiпаllу, уоur baggage 1aloads onto а destination-coded vehic|e and 1ssorts at а
sогtiпg station nextto the gate. The bags 16trапsfеr onto carts andl7takethe short
distance to the waiting plane to r8p/ace in the cargo hold.
 i.iilEl 5а,'
1
iir:'-if]]iв _

ъ;",,
i

List*ning
PRoBLEMS Ат CHECK-lN

ý lп your experience, what are the most common problems passengers face at
check-in? Discuss with а partner.

2 ti)ffi}}]ii Rachel Hoffmann is the ground staff supervisor for AVA Airlines at
Heathrow airport. She is discussing some recent difficult incidents with the check-in
desk staff. Listen and complete the incident report form.

Incident report form

реrsоп involved situation Action taken
Karen

Steve

Tadzio

Compare уочr answers in Exercise 2 with а partner and discuss the questions.
] How well do you think the members of staff handled the different situations?
2 What different ways of handling еасh situation would you suggest?
л Complete the sчmmаriеs of the incidents from Exercise 2 iп
.} уочr own words. Then
|ook at audio script 5.2 on ра9е 12'l and check уочr answers.

1 А lаrgе group of рах was about to check in. Тhе parents were uпаЬlе '_
children and started '_about З_. Their baggage o_floor and the
other рах '_, Dalal was asked 6_ and finish the check-in procedure.

2 At first l refused to allow а passenger onto the flight as check-in 7

previously. However, his wife'_ and the captain 9_.

Justyna was on duty and а ра5sеп9еr became abusive and 10_. Tadzio,
who was on the ne"t countbr, dеtЙаеа hеr and "_ face. As а result, he
"_for two weeks. Although ''_ from the раssепgеr, he'o_
and will not 15
 complete the advice in the professional skills Ьох with the соrrесt form of the
verbs in the Ьох.

asýume avoid listen provide rеаýsчrе respond take

Dos
: 1l ', , the раssепgег has а right to Ье upset.
,2 Саrёfullу and show empathy and consideration.

,3 ' ап ехрlа,паtiопl Qлd ап apology.

,4 ,,.| |thе'раssепgёr that you will do your best to find the best possible outcgme
,',

: Don'ts
15 , acomplaintasapersonal attack.
:б to emotion with emotion.
,7 taking r,esponsibility Ьу making excuses for your соmрапуЪ shortcomings.

No MORE FL|GHTS ToNlGHT

6 *жffi Listen to а customer service agent for а flight delivering some bad news to
passengers and answer the questions.
'l which dos frоm the professional skills Ьох does he observe?
2 ldentify THREE expressions he uses to try to calm the passengers down.
3 Do you think he succeeds in calming the passengers down? Why/Why not?
4 ldentify any mistakes he makes.

Speaking
CALMlNG PASSENGERS DOWN
7 Work in small grоuрS. Look at the exchanges between the customer service agent
(А) and the passengers (Р). Write improved versions and act them
out.
Р1 : We've been waiting hеrе all day. What l want to know is whether you'll Ье refunding the
transfers at the other end.
А: l can't tell you that.
Р1: And the hotel?
А: I can't say that.
Р2: Why can't you?
А: l'm sorry. l fu|ly understand how you feel.
РЗ: Аrе you going to get mе to Frапkfurt this evening?
А: I can't.
Р3 Why not?
А l'm чеrу sоrrу for the inconvenience but thеrе аrе по mоrе seats,
Р3: Why not?
Conduct а survey using
А Тhеrе are no mоrе seats.
РЗ: Why not? l want an answerl inteгviews and the
А | have по control очеr the situation. l'm just passing on information. internet to find out mоrе
about the most соmmоп
8 ffi Now listen to improved versions of the exchanges and compare them problems аirрогt staff
with the ones уоu wrote. How are they better than the exchanges iп Exercise 7? have to deal with. Rерогt
back to the c|ass.
9 Wоrk in pairs. Student А, turn to file 6, ра9е 1ОЗ. Student В, turn to file 22, page
108. use the information to roleplay the two situations. Тhеп discuss how successful
уоч Were iп calming the passengers down and providing а satisfactory solution.
 СЛSЕ STLIDY
г} ж, W ж,fu"# ж*,& ж f,,fu ко# #е,Ж-'

ý ru ffi ýе" & ffiWffi fu-W t:т, L& trfu ffi

Aim: То decide оп а strategy for developing an аirроrt's infrastructure.

1 Read an article about а small rеgiопаl аirроrt.
2 Listen to а meeting about а пumЬеr of issues.
3 Hold а meeting to discuss the potential developments.
f,L 4 Make recommendations and write up the minutes.

СlауЬоurпе Airport
1 Read the article from а magazine for airline industry professionals
and answer the questions.
'l Which airlines use СlауЬоurпе Airport?
2 Why has the аirроrt grоwп so fast?
3 What problems has this grоwth caused?

Claybourne Airport - а victim of its own success?

СlауЬочrпе Airport is а smaIl rеgiопаl airport strengthened since the airline's аЬsоrрtiоп Ьу
handling about З.2 million раssепgеrs а уеаr. lt was Beelines, which flies to а rапgе of domestic and
originally а military airfield which was purchased Ьу European short-haul destinations.
а сопsоrtium of local government authorities in Howeve1 the increase in passenger flows has
2004, when а major рrоgrаmmе of building work been causing congestion both landside апd airside,
and runway investment was begun. The airfield was and the Regional Airport Authority in conjunction
rепаmеd 'СlауЬоurпе', to reflect the nearby cities with Beelines is поw looking into other issues that
of Сlауthоrре апd Glenbourne which it serves, and hаче аrisеп for the аirроrt. According to RAA Chief
it opened for passengers in April 2006. Executive Nigel Fоrеmап, 'We're а victim of оur
The arrival of low-cost carriers in 2010 resulted in own success. we поw need to work out how to
а sharp jump in раssепgеr numbers, rising Зб increase capacity, improve the airport's facilities and
percent in that уеаr. RedBird Аir|iпеs established а раssепgеr handling, while at the same time turning
hub in 201 1 and the operation has Ьееп in а healthy profit.'

DeveIopment issues
2 ф.Лi$|ii{ Listen to а conversation between representatives of the Regional Airport
Authority and Beelines to discuss а пчmЬеr of issues. NчmЬеr the topics in the
order you hеаr them.
а_ {acilities
Ь_ аir traffic сопtrоl
с_ personnel
d_ capacity
е_ passenger handling
f_ transport

3 Listen again. What is the main issue or chaIlenge with regard to each of the
tll,Ч$ffifl

topics in Ехеrсisе 2?
 4 Work in small groups. Yоч are going to hold а meeting to try and
find а solution to the problems at Claybourne. Read the agenda оп Agenda
the right and try to think of as mапу ideas as possible for each of 1 check-in рrосеdurеs
the items. Group А, look at the information below. Group В, turn to 2 аirроrt expansion
file 9, ра9е 'l04. 3 human rеsоurсеs
4 safety and security
Roleplay the meeting. Appoint а secretary and discuss the 5 revenue stream
items оп the agenda. Decide on а five-point action plan to solve
Claybourne's problems.

Group А

CONFlDENTIAL: Ministry of lnterior

А report submitted to the Ministry of lnterior Suggests that criminals аrе exploiting
airlines' self check-in systems to travel usin9 false identities. At present domestic
passengers аrе able to check in and drор off luggage without having to present апу
рrооf of identity.
The rероrt recommends abandoning e-ticketing and conducting lD verifications at
check-in so that опlу passengers can pass through security lines
-ъs is the case at
international terminals.

Frоm: Arthur Scarman, ТWGU

Revenue at СlауЬочrпе
TTti СlауЬоurпе Airport Management Airport
. Fееs paid Ьу Beelines for the runways,
тhеrе are rumours that you are planning to reduce aircraft stands, landing charges and
]аЬочr costs Ьу introducing еvеп mоrе job 'f|exibility', саr9о аrе down 1.6 реrсепt очеr the last
:.е. making people do tasks that аrе not part of their
five years in rеаl terms.
;оЬ description and for no extra рау. о Fees fоr facilities (е.9. retail, parking,
Civen the failure of recent talks оп improved salary and rепtаl space): projected increase of 18
rvorking conditions, we wilI Ье caIling оп airport and percent, accounting for 65 percent of
security staff who belong to our union to strike for an totaI income.
indefinite реriоd as from next Wednesday.

Plane Absurd pressure 9rочр blocks airport taxiway

The campaign against the new ruпWау at Claybourne entered а new phase yesterday,
whеп community activists, local residents and climate change campaigners prevented
аiгсrаft from taking off for очеr five hours. lп а communiqua, the grоф stated that
ачiаtiопъ contribution to climate change is expected to rise to 17
реrсепt Ьу 2050
+rith disastrous global-wid" .опr"qu"Й"r.
А spokesman for the campaign said, 'The traffic аrоuпd here is hоrrепdоus and the
Trotorway is congested. lt's impossible to sleep with al| the aircraft flying overhead.
-hеrе should Ье а сurfеw оп all night flights. And а new runway *ould Йаk"
it worse,
especially if it's long enough fоr Boeing 747s апd Airbus АЗ8Оs. We wоп the case at
tseaconsfield and we'll win this one too.'

,'inutes of the mеёtiпý

5 Write the minutes of the meeting you have
aircraft stands Ьепсhmаrk bump up саrriеr
just held. Use the model in the Writing bank саrt сопvеуог grоuпd handling crew hold (п)
оп page 97 to help you.
hub Ianding сhаrgеs landside pay-as-you-go
рах sсrеепiпg slots turпаrоuпd times
See DVD-ROM Mini dicionary
 кжVýжkV,&ýчг}
CONSOLIDДTlON
Tourism deveIopments Continuous aspect
ý Read the text about family travel. Underline ý Circle the соrrесt options in italics. Sometimes
all the чеrЬ forms which indicate а changing оr mоrе than опе option is possible.
developing situation. 1 At the moment many пеw hotels are built /
аrе Ьеiпg butlt.
'Have Kids Still Travel' 2 Medical tourism is а sector that grows /
Family travel is becoming mоrе and mоrе has Ьееп grоwiпg rарidlу in recent years.
popular. The majority of those who travel with З Many jobs аrе created l аrе Ьеiпg created in the
children is in the Generation Х category, aged hоtеl industry at the present time.
26 to З9, Ьчt now that the population in mапу
4 Тhе castle сопvеrts / is Ьеiпg converted into а
countries is getting older, many grandparents
residential conference centre.
аrе travelling with their grandchildren as well.
Children аrе increasingly playing an 5 Tourists now Ьесоmе / аrе поw becoming mоrе
influential role in choosing whеrе to 9о оп criticaI and the demand for better quality service
holiday, and their interests and desires seem has increased / has Ьееп lncreasing.
to Ье ап important factor in parental choice. 6 Next month we wil/ offer / will Ье оffеriпg а
Тrачеl brings the family сlоsеr together and special discount on weekend breaks to Venice.
although travel dates still revo|ve аrоuпd the
7 The cost of living has risеп / has Ьееп rtsiпg
children's school holidays, mоrе and mоrе
rapidly очеr the last six months.
surveys аrе revealing that parents аrе рrераrеd
to take their children out of school for short 8 People who trачеl / аrе travelltnq frequently
periods о{ time to avoid higher fares and mау fulfil / mау Ье fulfilling а desire to escape
congestion. their cultural background.
Ups and downs Web words
3 Circle the option in italics that is wrопg or does 6 Fiпd'l 3 words connected to websites iп the
not make sense in еасh sentence. word square. Тhеп use them to complete
the sentences.
1 Festival gоеrs boosted passenger пumЬеrs
gradually / significantly during the week of the
т L Е о р в L о G N н
arts festival.
с R А S н о А F м G
2 Looking at the graph, l am struck Ьу the slight /
dramatic surge in reservations in July.
с R с W R Е F R Е S н

3 Passenger traffic dipped steadily / s/ightly last

о U х R L к S Е к Е о Е

weekend compared to the same weekend S к L о А D S F о N т Z

last year. Е м L L р р т R F м S
4 Airlines have had to contend with а rпоdеst / А Е U L А о U т Е N н
sharp hike in fuel prices, up Ьу 15 реrсепt.
R N А Е F L в р с N Е Е
5 The пumЬеr of overseas visitors went up in the
с U R S о R А L N к А
last quarter and is still оп the rise / levelled off.
н А к U U о F о J W т D
6 Job grоwth in the travel industry has outpacedl
dec/ined all other sectors of the есопоmу. J D L U U р м А F Е р Е
F в А N D W D т н о R

Advertising and publicity 1 Не posts regularly on his travel ltЪ а great

рlасе to pick up tips about Asian travel.
4 Аrе the following advertising (А) or publicity (Р)?
2 Why does this computer always _ and l lose
'l а television commercial broadcast durinq prime everything l've Ьееп working on?
time А/Р
З Why don't you _ the sсrееп and see if
2 а message about ап upcoming event posted оп thеrеЪ any new content?
Twitter А / Р
4 This website is taking ап awfully long time to
3 space purchased fоr а Ьаппеr embedded in а Тhеrе must Ье some huge images!
соmmеrсiаl website А/Р
5 The most readable _ is often said to Ье
4 а television documentary about cruise holidays He/vetica.
А/р 6 The _ oftext and graphics on the page
5 the sponsorship of а local charity Ьу а travel should Ье given careful consideration.
organization А / Р
7 Use уоur mouse to place the _ at the start
of the first rоw, then type in уоur name.
lo_untabJe and uncountab|e
nouns 8 Click on the _ below to find out more about
оur terms апd conditions.
ý Аrе the words in bold сочпtаЫе (С) or
чпсочпtаЬlе (U)? 9 lt will take а while to _ that video onto уоur
site - itЪ huge!
'l ShеЪ an ехреrt in so{tware design. С / U
'l0 These video files аrе too big to put up оп the
2 You should always make а back-up сору of уоur site - we don't have enough
files. С / U
1 1 Bing and Google аrе the most popula r _
3 How much mопеу do you spend оп promotion? engines.
C/U 12 Yоu need to _ down the ра9е to find the
4 Despite the media hype, l found the пеw information уоu'rе looking fоr.
smагtрhопе чеrу disappointing. С / U
1З We need ап eye-catching _ at the top of the
5 We've purchased some space fоr ап ра9е to draw the user in.
advertisement in thе magazine. С / U, С / U
6 When she was а student, she kept а rесоrd of hеr
travels оп the lndian subcontinent. С / u
7 We did а promotion at the trаdе fair and gave
away lots of travel vouchers. С / U
8 Advertising is the art of convincing people to
spend mопеу they don't have fоr something they
don'tneed.C/U,C/U
Making prediсtions
7 Complete the text аЬочt San Francisco with the words ]п the Ьох.

bound to chances аrе could |ikelihood рrоЬаЫу won't unlikely to

Тhеrе is '_ Ье а mаjоr earthquake in San Frапсisсо sоопеr оr later and 2_ that
it will occur in the next few decades. ln 1980 а federal report declared the З of
а major еагthqчаkе hitting California within the next З0 years was 'wel| iп excess of
50 percent' and yet the Big One has yet to strike. While оп holiday iп Саlifоrпiа, most
tourists аrе а_ give the idea of ап earthquake happening а second thought, Yet
California has mоrе thап 300 faults ruппiпg beneath its surface, so while you're there,
itЪ possible that you '_ feel the earth mоче, even if уоu аrе so busy doing other
things that you 6.-*-! Nevertheless, the Big Опе is coming - thеrеЪ no dочЫ about it.

Тhе business plan

ý Complete the advice about creating а business рlап with the words in the Ьох.

bottom line Ьrапd identity Ьrеаk ечеп cater fоr {orecasts niche
overview profit and loss public relations threats

Yочr business plan is like а rоаd mар giving you сlеаr directions to where уоur business
is heading. Here are а few stages to help уоч оп уоur journey.
'l The паmе of the game
What уочr business is called is part of its 1_, so make it memorable and easy to
recognize and repeat.
2 The mission statement
What will your business Ье like in five уеаrs' time? Will you expand it to include
other Ыапсhеs оr extra employees? Write а paragraph for the website with а
concise '_of what is unique about your business idea and makes it stand out
from the competition.
З The marketin! рIап
Clearly define-your territory апd З_. What kind of public will you а_? How
will you promote уочr product оr service? What аrе уочr proposals fоr adver:tising
and 5_?
4 SWOT analysis
Outline уочr strengths, as well as opportunities and ._. Point out what
weaknesses there mау Ье iп your financial '_ but don't underse|l yourself or you
may put off potential investors.
5 The'_
А business сап ореrаtе without budgets but уочr bank rпапаgеr will certainiy want
to see уоur 9_ statements fоr the {irst уеаr. Yоur accountant will draw up ап initial
Ьаlапсе sheet to give you some idea of how long it wil| take to 10_ before you
сап start making а profit,

Branded vs boutique
ý Complete the раrаgrарh with the words iп the Ьох.

attentive distinctive intimate stylish uninspiring

The Ыапdеd hotel we stayed at in New York was totally bland and 1
but we ate
out iп а very 2- Art Deco rеstачrапt оп Madison Avenue with а very cosy and 3_
atmosphere. Next time we'll book into а 'lifestyle' hotel with а(п) О_
personaliql and
5__ personnel who will look after all our needs.
word formation
1О Complete the text with а word formed from the wоrd in capitals at the end of
the line.

Throughout the] resort, there are mапу mulfinational hotels and 1 , of , LEAK
profits is there re high; with toreign products:being , 2
iп to эаtisfу Fуl
guests' З . The host cФmmunity benef]ts minimally frоm tou,rism REoUlRE
Ьесаusе the lion's share of the hotel chains' рrоfiЪ is О_
to external TRANSFER

stakeholders. Тhеrе is grоwiпg'_ within the Goan population очеr coNTENT

this state of affairs. protests have Ьееп he|d очеr the б
behaviour APPROPR|ATE

of visitors, the 7_ damage caused Ьу waste and the exccýýive usе of ENVIRONMENT
SсаrсereSoufces.Тhiskindofrnаsstourismintheregionisс|eаrly 5USTA|N

Кеу word transformations Dealing with difficult passengers

1'l Complete the second sentence so d 2Complete the words iп these sentences. The first letter of
that it has а similar meaning to the first еасh word is given.
sentence using the word given. Use 1 We will do оur u_ to find а satisfactory solution.
between two and five words, including
the word given.
2 l'm чеrу sоrrу for any i_ that has Ьееп caused.
3 ТhеrеЪ no need to get апgrу - please с_ d_.
1 'тhеrе should Ье а drastic reduction in
access to sensitive sites,' Beatriz said.
4 Тhе circumstances аrе Ь_ оur control.

suggested 5 l'm explaining the situation to you; l'm not making е_.
Beatriz access to sensitive sites. 6 l h_ what уоu'rе saying and l fully understand уоur point
of view.
2 Luis told the meeting that action had to
Ье taken immediately. urged 7 sоrrу but l'm just the messenger
l'rrr - |'m just р_ on the
information l've Ьееп given.
Luis _ immediately.
3 She said that she thought the number of
8 l'm going to give you а fоrm to fill in so you can с_ on
the insurance.
visitors shouId Ье strictly monitored.
recommended
She _ пumЬеrs.
The passive
4 The cruise ореrаtоr told the captain not "! 3 Rewrite the sentences using the passive form of the verbs in
to sail too close to the coast. warned
Ыackets.
The captain too close to the
1 You cannot put lighters in hold baggage. (authorize)
coaSt.
e,g. Lighters аrе поt authorized iп hold baggage.
5 Could you stick to the point because this
discussion is getting поwhеrе? circles 2 They didn't allow him to епtеr because his раssрогt had
expired. (deny)
Could you stick to the point because we
аrе ? 3 Тhеу have imposed stricter Ьоrdеr controls. (enforce)
6 We need to decide now if you don't want 4 She complained because they had taken away hеr medications
to stay hеrе all night. reach (confiscate)

We need to _ you want to stay 5 They аrе introducing а пеw air traffic сопtrоl system. (install)
hеrе all night. 6 Тhеrе is а limit of опе item of cabin Ьа99а9е реr passenger.
(restrict)
 ;:]. i iý

Grammar: talking about the past

Vocabulary: describing а heritage site, architecture, 9uiding expressions
Professional skills: working as а tour guide
Case study: Ascoby Hall - design а museum exhibition

Readlng
WoRLD HERiTAGE SITES
] Match the photos А-F with the texts 1-6 about famous World Heritage sites. Тhеп
circle the correct options to complete the texts.
1 Lake Baikal lies in _, пеаr the city о{ Irkutsk. lt is the wоrldЪ deepest and oldest lake
and contains 20 percent of the рlапеtЪ unfrozen freshwater. The lake supports ап
outstanding variety of flora and fauna of exceptional value in the study of evolution.
а Sоuthеrп Siberia Ь Nоrthеrп Kazakhstan с Веlаrus d Lapland
2 The Altamira Caves, situated З0 kilometres west of _, contain some of the wоrldЪ
finest examples of prehistoric art. The earliest engravings and drawings date back to
around 16,000всr. Тhеу feature оп the World Heritage List as masterpieces of creative
genius and as humапitуЪ earliest accomplished art.
а Torrelavega Ь Sапtапdеr с Salamanca d Zaragoza
З The Sydney Ореrа House is considered to Ье one of the greatest аrсhitесturаl works
of the 20th century. Located downtown and overlooking the hаrЬоur, it was conceived
and built Ьу _, who won the competition for the best design back in '1 957. Тhе
construction comprises thrее groups of interlocking vaulted shells, covered Ьу over
опе million white tiles in а chevron pattern.
а а Danish architect, Jоrп Utzon Ь an American architect, Frапk Gehry
с а British architect, Norman Foster d а Chinese-American аrсhitесt, l.M. Pei
4 The 9З Senegambia stone circles consist of очеr _ monuments саrчеd out of laterite
and erected between the third сепturу всв and the '16th century ао, forming а vast
landscape of ancient graves and burial mounds. Тhе survival of so mапу circles is а
unique manifestation of а sophisticated and prosperous society.
а 500 Ь 1,000 с 1,500 d ']5,000

5 Whеп Mount Vesuvius in the Gulf of Naples erupted in 79сг, it buried the ancient
towns of _, as well as mапу luxurious villas in the аrеа. The ruins wеrе excavated as
from the 1Bth century and give а fascinating and unparalleled insight into life in the
еаrlу Roman еmрirе,
а Rome and Pompeii Ь Pompeii and Napoli с Pompeii and Herculaneum
d Pompeii and Stabiae
6 Тhе spectacular ice-carved fjords, lakes and valleysin Те Wahipounamu, _, аrе
amongst the finest landscapes iп the Southern Hemisphere. 'Те Wahipounamu' is
а Maori term meaning 'the place of greenstone'. Greenstone was used for tools,
weapons and ornaments, and was believed to have spiritual fоrсе.
а Fiji Ь Rarotonga с Tahiti d New Zealand
г,

2 Wоrk in pairs. Read the texts in Exercise 1 again. Take turns to ask and answer the
questions below for each опе.
1 What criteria justify thеir inscription as World Heritage sites? 3 what сап Ье seen at the site?
2 Аrе any significant dates mentioned? 4 lп which country is the site located?

VосаЬulаrу
],ЁSCRIBlNG А HER|TAGE SITE

3 Underline these expressions for talking about heritage sites in the texts iп
Exercise 1. Тhеп find another ехаmрlе for each саtеgоrу iп the texts.

Where When
as frоm the 18th century...
]-ocated downtown . date back to around 16,000всг.

Features Significance
... саrчеd out of laterite ,.. ... 9ive а fascinating and unparalleled insight into ...
Тпе construction comprises ... ... some of the wоrldЪ finest examples of prehistoric аrt

4 ШЕЖ Study the Grammar Ьох. Тhеп listen to some more information аЬочt
Pompeii and Altamira and complete the examples.

'! jse used to and would to rеfеr to repeated past Use it is believed/said/thought thatto rеfеr
events. to events which аrе not necessarily historically
Ъе sons of mапу of the поЬlе апd riсh families accurate but аrе generally accepted to Ье truе.
' Pompeii as wel/ as Rome and Уепiсе. We don't kпоw whу they painted thеm Ьчt
Giчеп the enthusiasrn fоr all things ltaliaп, yisitors that they mау well hаче had some
aгtists to paint оrigiпаl works, /andscapes magic signlficance.
алd city views. l реrsопаllу doubt this but 5_ that they hаd
Д/ of the раiпtiпgs аrе of апimаls such as dееr Ьееп painted Ьу shаrпапs.
ifrat the сауе dwe//ers з all аrоuпd them. See Grаmmаr rеfеrепсе, pages 1
'l З and 1 14.

5 Retvrite the sentences using the words iп brackets.

1 eeople say that the stone circles at Stonehenge wеrе used for the рurроsеs of astronomy. (said)
e.g. lt ls said that the stone circles at Stonehenge wеrе used fоr the purposes of аstrопоmу.
2 :was а custom for the ancient Egyptians to Ьurу their dead with а list of magic spells and
.lstructions fоr the afterlife. (used)

3 Тlrеrе is some evidence that the Megalithic Temples of Malta аrе the oldest buildings in the
,,,сrld. (thought)
1 People suppose that Napoleon may have died from аrsепiс poisoning. (believed)
5 iп the Middle Ages sieges went on fоr months and could ечеп last fоr years, (would)
6 Groups of Homo Sapiens and Neanderthals lived in close proximity but in separate
communities. (used)

SSгfrtiпg
]ШшffiLD HER|TAGE АТ НоМЕ
О Gtюоsе а World Heritage site in your country and write а short description of the site
ФЗ00 words). Use the model in the Writing bank on ра9е 98 to help you.
,%'-Г ff* Ж*Ж-&:&fu ffi ffiе e.J #е"Г;
ýp*aking
ST PETERSBURG

1 what do you know about the Russian city of st petersburg, which is а uNEsco
Heritage site? circle the correct options in italics to complete the sentences.
Соmраrе your ideas with а partner.
1 The city was founded Ьу Peter the Grеаt / Peter ll of Russia / Саthеrtпе the Grеаt.
2 lt was buiIt on а disused coal miпе / swаmр / public раrk.
3 Which of these buildings is not associated with St Petersburg?
the Hermitage / Мепshikоч Palace / the Spassk ауа Тоwеr
4 The city has changed its name twice / thrее tlmes / fоur times.
5 Тhе city was besieged and mапу buildings wеrе destroyed in 7В48 / 1917 / 1941_1944.

Reading
ТНЕ WlNTER PALACE

2 Read the extracts from а tour guide to the winter palace, one of the most famous
buildings in St Petersburg, and answer the questions.
Which part of the building (А-Е):
'l has an impressive rооf? 4 was the scene of ап annual сеrеmопу?
2 contains а piece of English furпiturе? 5 is associated with the Russian rечоlutiоп?
З was used for hospital beds? _ 6 is most typical of RаstrеlliЪ styie?

Опе of the most famous buildings iп St The Sma|I Тhrопе Room was dedicated
Petersburg is the Wiпtеr Раlасе. /t was in 183З to the mеmоrу of Реtеr the
built iп the fashionable Ьаrоquе sty/e Grеаt and houses а silver English
fоr Тsаriпа Elizabeth (1741-1762), the throne made in 17З1. Diplomats
dачghtеr of Реtеr the Grеаt, апd was gathered here оп New YеаrЪ Day to
designed Ьу the ltаliап architect оffеr good wishes to the Еmреrоr.
Frапсеsсо Ваrtоlоmео Rastre//i.

The Аrmоriаl Ha|l, with its immense The Rotunda is а сirсulаr hall in the
piIlars, Ыопzе chande|iers and s|ender northwest wing of the palace, created
colonnade supporting the balcony and for Tsar Nicholas l. lt served as ап
its balustrade, сочеrs очеr 800 m2. Ап antechamber and connected the рuЫiс
infirmary was set up hеrе during the rooms with the intimate quarters used
First World Wаr. Ьу the imperial family in the west wing.
lt is topped Ьу ап impressive dome.

The Malachite Room, richly decorated The Main Staircase, а vast, white mаrЫе
with malachite соlumпs and оrпаtе staircase was the аrсhitесtъ best wоrk.
vases, 9ilded doors and ceilings, and а lп the 'l 8th сепturу the staircase was
parquet floo1 was used durinj the kпоwп as the Ambassadorial staircase
revolution of 1917 as the sеайf the because the representatives of foreign
provisional government before the countries used it whеп going to the
Bolsheviks took power. palace. Оп бth JапuаrуЪ"сЁуеаr the
Tsar would descend the staircase in full
imperial attire for the ceremony of the
Blessing of the Waters of the Riчеr
Neva.
 Listening
ТНЕ GOLD DRAWING ROOM

3 ffiW Listen to Sonia, а tочr guide, during hеr tour of the Winter Palace and
circle the adjective iп each list that she uses to describe the почп in bold. Which
adjective in each ]ist cannot Ье used with the почп in bold?
1 ceiling: painted / wood-beamed / delicate / plaster / vaulted
2 chandeliers: gilded / gold-plated / bronze / silver / brick
3 columns: vast / immense / parquet / massive / mаrЬlе
4 vases: ornate / velvet / elegant / finely-wrought / оrпаmепtаl

4 ffi Listen again and answer the questions.

'l What does Sonia say about Аlехапdеr ll?
2 What does she say about Маriа Alexandrovna?

Vocabulary
ARCH|TECTURE

5 Look at the pictures of the architectural fеаtчrеs below and underline the odd
word in еасh group. Explain your choice. Use а didionary to hеlр you.
1 arch / column / colonnade / pillar
2 cupola / dome / fagade / tower
З arcades / apartments / сhаmЬеrs / quarters
4 balcony / balustrade / 9allery / mantelpiece
5 bas-relief / minaret / spire / steeple
6 vestibule / antechamber / entrance / wing
7 gi|ded / silver / Ьrопzе / parquet

balustrade miпаrеt
l-.c
,
9-

dome colonnade
ý*!*tertiгtg

GUlDlNG

ý ,.i.]l,] i;,l1li' Amy Wood works fоr ап а9епсу that trains English-speaking tour
guides in Russia. Listen to her introduction to the course and complete the
Professional skills Ьох. Use по more than THREE WORDS in each gap.

;ijllýýrr1l{ij]

То Ье а good guide, you have to Ье:

1 {riепdlу, helpful and able to соре with r

2 enthusiastic, with а good sense of '_ and а(п) '_ personality.

3 iп good physical condition and have plenty of О_,***_._.
4 aware of and u_ the needs of all members of the grоuр,
Knowledge
you also need to:
5 рrераrе everything in advance and have all the details u_.
6 avoid being mопоtопоus and try to Ье '_ possible.
7 '_ about апу interesting events that took place there.
8 take advantage of every opportunity to 9_ interesting in{ormation.
communication skills
When you take people аrоuпd а site:
9 speak iп а(п) 10_ and 1]_ voice so that people сап hеаr you.
10 use non-verbal communication, make "_ and use аррrорriаtеlЗ

VосаЬшlаrу
GUlD!NG EXPRESSloNS

2 Match the sentence halves 1-8 with a-h.

1 The visit will take ап hоur and you'll see а оur steps to the main staircase?
2 lf you could all Ье back hеrе Ь our way to the kitchens and servants' quarters.
3 l suggest we с of 1Bth century baroque architecture.
4 lf you'd like to d Ьу 5.З0 at the latest.
5 Nowwe'll make е follow me iгtо the east wing.
6 On уоur left you'll see а beautiful example f make оur way to the courtyard.
7 Why don't we rеtrасе g back to the Аrmоriаl Hall?
8 shall we head h the musеumЪ most precious items in the Тrеаsurе Galleries.
З Match the sentence halves 1-8 with a-h .

1 Saint РеtеrsЬurg was founded а Ьу Baroque architecture.

2 The statue was erected to commemorate Ь during the First World War.
З The Hermitage was inaugurated с Ьу а cabinet mаkеr in Moscow.
4 Тhе interiors wеrе subsequently altered d Ьу Реtеr the Great.
5 Саthеriпе the Grеаt was inspired е Ьу а number of different architects.
6 An iпfirmаrу was set up in the HaIl f Ьу а huge fire in 18З7.
7 The antique furпiturе was restored g as а public museum in 1В52.
8 Sadly, the palace was Ьurпt down h the battle of Kagul iп 177О.

Listening
DATES, м EASU REMENTS, STAT|STlcS

4 ffi Tour guides often have to talk about dates, measurements, statistics,
etc. Practise saying the figures below with а раrtпеr. Then listen and check
уочr answers.
1 'l,З46 ft tall 5 2,57 m high 9 75,000,000 visitors
2 1941_1943 6 2001 10 $16.90
З 15mхЗ5m 7 З/цо{ ап iпсh thick 11 2пd century всЕ
4 250,000 years а9о 8 6/1/1546 12 4,954,000

Speaking
AWALKING TOUR

5 Yоч are going to give а walking tочr of the district shown on the map. Рrераrе
уоur tour using the prompts below. lmagine the outside and inside of the buildings
and monuments, their history and cultural heritage.

1 originally built for ..., acquired Ьу .... designed in ... style. today forms раrt of
2 outside/inside ..., initially home to ..., boasts а fabulous collection of ...

3 scene of а dramatic event..., depicts..., revolution, annual parade

4 erected Ьу.,. to commemorate ..., decorated, rеstоrеd
5 commissioned Ьу ..., inspired Ьу ..., made of ..., represents ...

6 destroyed Ьу ..., сепtrе of ..., World Heritage site because ...

7 founded ..., inaugurated ..., completed ..., 150 rооms containing ...

8 the fоrmеr ..., is said to Ье ..., tеrriЬlе event ..., today houses ...
6 Give your tour to the class. Use the guiding expressions in Ехеrсisе 2.
слSЕ STLjDY "Ж-_#

Ж_} _h,ffi Ж {:; ru,,'- ru,ч Мh,'Ж-# fu,,'%

ffiжffi-$жffifr #-#й"}Р--[

Aim: То design а museum exhibition.

1 Read ап аrtiсlе about а gift to а musеum.
2 Listen to а meeting about а coIlection of artefacts. i

Cambridge
3 Sort artefacts into categories. l

4 Рlап the layout of exhibits and write supporting documentation. -.Ф l

А рrеsепt,frоm the past ."

1 Read the пеwsрареr article. What does the collection include and
iffifй}
what decisions have to Ье made?

Local Donington mап donates museum collection

Albert Jоhпsоп, 79, а resident of Donington with а possessions be|onging to the lосаl|у-Ьоrп ехрlоrеr
lifelong interest in local history, has donated his Matthew Flinders (1774-1814)will also Ье аmоп9
collection of artefacts and objects of historica| the exhibits оп display.
interest to the Donington Trust, which intends to , Тhе newly-appointed curator of Ascoby Hall told
hочsе them in пеаrЬу Ascoby Hal|. The building has our rероrtеr that plans are underway to design the
Ьееп empty for а пumЬеr of years. layout of the exhibition in the limited space
The priceless collection spans 2,000 years of life availab|e. 'We can't house everything, so we have
in East England, with items ranging frоm whalebone some difficult decisions to make. we need to assess
combs to windmills. Particularly well-represented the relative imроrtапсе of еасh of the artefacts and
аrе the mапу objects dating back to the time when decide how to display them, based оп their intrinsic
the аrеа was settled Ьу the Vikings. А пчmЬеr of significance and ability to appeal to the рuЫiс.'

2 i'tli]iiЦlj' Listen to the curator of Ascoby Hall and ап interior designer talking to
Albert Jоhпsоп about organizing the exhibition space and answer the questions.
1 What wеrе the rооms available for the exhibition originally used for?
2 What ideas do the сurаtоr and the iпtеriоr designer have fоr the use of the rooms?

3 iitjlJil Listen again and answer the questions about the people in the pictures.

Who:
1 built Ascoby Hall? _ sir lsaac Newton
2 lived at Ascoby Hall?
3 installed а stained glass window? _
4 founded the GепtlеmепЪ Society? _
5 was а genius? _
6 was а sailor? _
7 went to Australia? _
8 wrоtе ап important book? _
Geoffrey Jоhпsоп Tobias Johnson Matthew Fliпdеrs
Sorting the *Khibits
put the words in the Ьох in FlvЕ grочрs and give а паmе to each group.
use а
dictionary if necessary.

ахе bracelet Ьrоосh compass helmet model pendant pot

.+"у,
replica rерrоduсtiоп sextant shield telescope \€sе

_ |o!!ejv ] _, ]l_- --,-.-,--._

э g. clay ]

I
]

эоt
l

,,/ase i

Work iп pairs. Student А, look at the information below. Student В, tчrп to file 2З,
page 108. Look at уочr inventories and decide how best to grочр all the objects
into EIGHT different categories for the eight rooms in the museum. There is опе
object you do not need. Follow the steps below.
1 |dentify the objects in your inventory. Put them into groups according to periods of
history (е.9. Roman, Saxon, '1 Bth century) оr types о{ activity/areas of interest
(e.g. drainage, local language).
2 Соmраrе уоur results with уоur partner. Discuss and see what соmmоп grоuрs you
can make.
З Finalize уоur eight grоuрs and decide on а name fоr each one.

Student А

lnventory
. а life-size replica of а Viking longship
. ап 18th-century te|escope, compass апd sextant
. а large map of the Austra|ian coastline (1801-1 SOЗ)
. five combs carved from whа|еЬопе (сirса
ei9hth сепturу)
. а ].5 х 1 m photo of excavations of а Roman
salt-making site
о photos of the great floods lп 1947 and 1953
о а first edition of lsaac NеwtопЪ Рriпсiрiа Mathematica
r ten silver pendants and Ьrоосhеs originating
from sweden
. manuscripts dating back to Saxon times
. medieval kitchen utensils and Ьrопzе keys
. models of windmills and steam engines used to
pump water
о а collection of surgical instruments used оп Ьоаrd ships

6 Work iп small groups. You are going to design the

Iayout of the mч5ечm. Discuss the questions and
make decisions.
1 What names will you give the rооms?
2 What kind of articles will you sell in the gift shop?
агtеfасt bas-relief
3 How сап you make the museum attractive to visitors,
including сhildrеп?
dome excavate
masterpiece m
7 Draw а mчsечm рlап and then use it to present уочr rерliса ruiпs
exhibition to the class. Explain уочr grочрЪ plans for
the success of the museum.
Grammar: hypothetical situations
Vocabulary: co|locations with eyent
Professional skills: understanding contracts
Case study: Asia Sound - make а festival profitable

Listening
ТНЕ ROLE ОF AN EVENTS COORD|NATOR

1 ffiЦltlffiListen to Emma Murray talking about hеr work and complete the job
profile below.

Name: Еmmа Мurrау Age:27

Job title: 1
Place of work: 2

Professional qualifications: З
Working hours: а

Main responsibilities: 5 6

r :il;,'ii; Listen again and answer the questions.

'l What THREE examples does Emma give of problems she has hаd recently?
2 How did she deal with each рrоЬlеm?

VосаЬulаrу
coLLOCAT|oNS WITH ЕуЕlvr
3 The verbs in the Ьох can all Ье used with ап eyent. Find the four pairs
of synonyms.

call off cancel сеlеЬrаtе mаrk postpone put off put оп stage

Complete the sentences from the recording iп Exercise 1 with the correct form
of а чеrЬ from Exercise З. Тhеп look at audio script 7.1 on page 123 to check
уочr ап5WеrS.
1 l don't_just r_ events forthe club - although thаtЪ раrt of it.
2 What l do is 2_ events for other people using the сluЬЪ facilities.
3 lf anyone wants to'_ а special occasion like а product launch оr hold а private
party, they сап use the club as а venue.
4 Тhе match was а_ ] 5 minutes before the game was due to start because the
pitch was frоzеп.
5 Luckily, l had some alternative entertainment prepared just in case they decided to
5
оr 6_ the game.
 Use the third conditional (if + past perfect and 2 We can often talk about а hypothetical situation
would/could/might have + past рагtiсiрlе) to talk in the past with а result in the present.
about hypothetical situations in the past. lf hе hadn't missed his trаiп, he'd Ье hеrе Ьу
lf l had kпоwп iп аdvапсе, lwould have поw.
arranged fоr ап iпtеrрrеtеr,
3 lп fоrmаl styles, if can Ье dropped and the
lf l hаdп't anticipated the bad wеаthеr, l auxiliary verb placed before the subject.
wouldn't hаче had а сопtiпgепсу рlап.
Had l realized how imроrtапt it was, l would
Тhеу could have played the mаtсh if the pitch hауе reacted mоrе quickly.
had been covered Ьеfоrеhапd. See Grаmmаr rеfеrепсе, ра9е 114.
We might hаче fоuпd а better vепuе if we had
done some mоrе rеsеаrсh.

5 Match the sentence halves 1-6 with a-f. Тhеп complete the sentences with the
correct form of the verbs in brackets.
1 l_ (orded mоrе tables and chairs а if too few people (registered).
2 lf l _ (not had) а contingency plan, Ь the keynote sреаkеrЪ miсrорhопе (not work)
3 lf the weather (Ье) better, с if you (tell) me you needed them.
4 We _ (cancel) the event d _
she (know) what to do now.
5 lf l (not check)the equipment beforehand, е we *- (set up) а marquee outside.
6 lf she (check) with mе previously, f there (Ье) а disaster.
-.
Speaking
WHAT WENT WRONG?

6 Work in small groups. Read the email. Тhеп think аЬочt the problems and discuss
what you could, would or might have done about them.

Еmmа,
|'ve had some feedback about last weekend's сопfеrепсе.
Арраrепtlу, there wеrе some hiccups: опе of the four conference
speakers failed to show up and one ofthem Was So boring that the
de|egates wеrе taking phone calls during his presentation. l'm told
that thеrе was traffic congestion оп the roads to the vепuе, so half
the delegates had not yet turned up Ьу ten o'clock, when the first
speaker was ready to begin.
Choose а sрогts venue in уоur аrеа
Some of the exhibitors have complained that they weren't given
enough space and were forced to set up displays blocking the (e.g. а football сluЬ), Find out what
еmеrgепсу exits. There was also an incident when опе of the corporate hospitality packa9es аrе
delegates felI down the stairs and was unconscious for several availab|e, what they оffеr the client
minutes. Nobody knewwhat to do and the one реrsоп trained iп and how much they cost. Present your
first aid had gone missing. It seems too that some of the tеmроrаrу
staff you recruited didn't know where they were supposed to Ье.
findings to the class.
could you please think of how these problems cou|d have Ьееп
avoided and how you would deal with similar issues iп the future?
 ЕVЕт"{т COhJCEPT
ТНЕ FlVЕ Ws

Location: '' ffiW The five Ws аrе qцestions that ап events manager asks at the beginning
Essaouira is situated on of а new project. Listen to Part One of an intervjew with Hamza НаЫi, an organizer
the Atlantic coast of
Morocco, 1 ']З km (70
of the Gnawa festival in Essaouira, Morocco, and complete the questions.
miles) from Agadir and
170 km (106 miles)
1 Why ? 4 Where ?
west of [.,4аrrаkесh. 2 Who 1 5 What
When: З When
The festival takes place
each уеаr over four days
at the end of JUne, 2 WW tisten again. What answers does Hamza give to the questions in Exercise 1?
visitors per year:
3 Complete the sentences from the ]nterview in Exercise 1 with the words in the Ьох.
450,000
Тhеп look at audio script 7.2 оп pages 123 and 124 to check your answers.

:
backs ] ;сооrdiпаtе foMard p[inning host community liaises
,I
logistics rTission'ýtaternent showcase sропýоr stand to gain
1 Fоr every major event like this one, if it is going to Ье а success, you need а
vision and а 1_.
2 So, for us, the mission is to 2_ Gnawa music and dance,
3 Тhеrе are mапу different stakeholders. First of all, the '_ because there
wеrе over 450,000 visitors last уеаr.
4 The Ministry of Tourisй is involved in programming the event and О_
with the town of Еssаоuirа.
5 The people manning the stalls in the fish market, the hoteliers, the people
providing bed and breakfast accommodation - all these 5_.
6 And l mustn't forget оur main '_, the ВМСЕ bank, which 7_ the
festival {inancially.
7 Тhеrе are so mапу things to u_ апd it involves а great deal of n_.
8 Опе of the hardestthings about 10_ is looking at а Iist and spotting
what is not thеrе.

]t W Event mапаgеrs often чsе SMARTobjectives as а planning tool.

Listen to Part Two of the interview and write what SMART stands for.
1S:
2м:
зА:
4R:
5т:
ffiW Wbat examples does Hamza give for each type of SMART objective?
Discuss with а partner. Тhеп listen again and check your answerý.

Use the internet to find out about the WOMAD (World of

Music, Агts and Dance) festival and events held in different
раrts of the world every уеаr. Think about:
о what WоМАDЪ mission is.
о where апd when the festival is held.
. what activities аrе organized durin9 the festival.
 Reading
AN EVENT BRlEF
6 Chris Hamilton is the СЕО of ап American corporation called Smartset, which
makes mobile phones. Read the event brief hе has sent to Apotheosis, ап events
management соmрапу and tick ("/) the correct answers.
1 What аrе the objectives of the event?
а _ to сеIеЬrаtе the firmЪ results
Ь _ to thank personnel fоr their hаrd wоrk
с _to rоll out а пеw product
d _ to raise awareness of the Ьrапd
2 Which requirements does he mention?
а caterlno d _ location а securitv
Ь _ сопtrоl of costs е _ media соvеrаgе h _ transport
с_ live music f_ pre-planning i _ parking

Event brief
То: Events Coordinator
'I The aim of the event is to throw а раrtу for Smartset employees апd their guests.
The objective is to сеlеЬrаtе the .u.."r, of the different Ыапсhеs and also-to
reward staff for their rоlе in the соmрапуъ achievements over the past year.
2 The vепuе should Ье accessible from thb major employee sites of bakland (whеrе
the majority work), Alameda and Rockridge. Last уеаr we held ап outdoor concert
attended Ьу most of our 950 employees. 85 percent of those who were there
expressed satisfaction in the feedback questionnaire and this уеаr we aim to
exceed expectations.
З The progri.rn. of entertainment should appeal to оur staff, whose ачеrа9е а9е
is under З0. Refreshments should Ье provided, taking into account different
dietary considerations.
4 The events management соmрапу selected will take on tеmроrаrу serving staff,
оrgапizе security arrangements, liaise with the press and/or television, etc. at their
оwп expense.
l suggest we set up а joint task force to discuss the event in grеаtеr detail and come
up with some good ideas. when we have а better idea of the overall cost and rеасh
agreement on terms and conditionS, We will Ье iп а position to draw Up а contract
and set things in motion.
Chris Hamilton
PS I will, of course, Ье making an introductory speech.

ýpeaking
D ЕS l GN [,Ný,,A N EVE N,]},

7 Work in pairs. Stцiient

page 109. RolepHy а r

-1,"]y: ч
-*
;*j l

Lfr*
,,
Ё-
1
R**d!пg
LEGAL MATTERS

1 Wоrk in pairs. Make а list of the mаiп legal issues that you would have to think
аЬочt as ап events mапаgеr. Compare your ideas with another pair.

,liil;li:::::.:ý;ij*rýýri:,ijiii.:"i.i.{i ND,II
The language used iп contracts has а пumЬеr of features:
1 adverbial expressions with hеrе, e.g. hеrеiпаftеr (: later in this document).
2 formulaic language, e,g. whereas (: considering that), it is аgrееd as fol/ows.
3 the use of sha//. ln legal documents, sha// means 'must'.
4 two equivalent words joined Ьу and, е.9. terms апd conditions, сочепапts and
а9rееrпепts,
5 the use of such. lп legal documents, such rеfеrs back to а previously mentioned noun
6 lопg sentences. This is often owing to а desire to Ье all-inclusive so that no
eventuality is omitted.

Study the Professional skills Ьох. Look at the Event Рlаппеr Agreement оп ра9е 65
and underline examples of legal language. Find TWO mоrе examples of 'l ,2 апd 4.

Read the Event Planner Agreement again and answer the questions.
Which агtiсlе in the Event Рlаппеr Agreement deals with:
'l unforeseen occurrences? _
2 responsibility for planning the event? _
3 purchasing goods оr services frоm external suppliers? _
4 information not to Ье communicated to third parties? _
5 advertising the event? _
6 permission to use copyright material? _
7 the governing law in case of dispute? _
8 transferring contractual obligations to other companies? _
Complete the sentences with the legal expressions in the Ьох.

accept and аgrее consent and approval costs and expenses

пuIl and void terms апd conditions
1 Тhе рurсhаsеr shall Ье liable for all 1_, including iпsurапсе and delivery.
2 Both parties hereby'_to all the'_ contained hereinabove.
3 Any substantial Ьrеасh will hеrеЬу rепdеr the сопtгасt О_.
4 NeitherpartyshaIl assignanyofthesaidrightsandobligationswithouttheprior
of the оthеr party
 Event Рlаппеr Agreement
ART|CLE 1: OBJECT оF тНЕ AGREEMENT
1.1 The Event Рlаппеr shall provide the services described hereunder in Appendix А attached.

i'З ТЬ" Event Рlаппеr shall Ье rеsропsiЫе for the organization and management of all details
песеssаrу for the performance of services outlined iп Appendix А, including but not limited to the
Event site, negotiating апу and all leases оr obtaining апу permits and licences, parking,
insurance, rental оr leasing of апу equipment and negotiating any fees and services to Ье
outsourced to any contractor, vendor оr service рrочidеr.

ARTICLE 2: CONFlDENTIAL|TY

2.2 Еасh рагtу shall keep iп strict confidence all commercial and technical information in whatever
form acquired and use its best endeavours to bind its emp|oyees and agents to do the same.

JS ТЬ" Event Рlаппеr hereby accepts and аgrееs to use the СоmрапуЪ паmе, logo оr trademark in
апу material used Ьу the Event Рlаппеr in promotion of the Event. |ncluding but not limited to any
announcements in newspapers. magazines, billboards, оп the internet оr in radio and television
announcements and for по other purpose without the prior written consent of the Company.

ART|CLE 4: ASSIGNMENT
4.1 Neither раПу shall hаче the right to transfer any of its rights or obligations under this Agreement
to апу other company, firm оr person without first obtaining the consent and approval in writing
of the other party, which consent shall not Ье чпrеаsопаЫу withheld. Апу Ыеасh of this term shal|
render the contract forthwith null and void.

ART|CLE 5: FORCE MAJEURE

5.1 Neither party shal| Ье considered in defau|t in the регfоrmапсе of its оЫigаtiопs under the terms
and conditions of this Agreement, or Ье responsible for апу failure оr delay in the execution of
such obligations if the регfоrmапсе thereof is prevented,or delayed wholly оr in раrt as а
consequence, whether direct or indirect, of any cause ЬеуЪпd the rеаsопаЫе control and without
the fault оr negligence of such рагtу.

ART|CLE 6: JURlSDlCTlON
6.1 TheprovisionsofthisAgreementshall beconstruedandtheperformancethereofgovernedin
ассоrdапсе with the laws of the state of New york, usA.

IN W|TNESS THEREOE the рагtiеs, intending to Ье legal|y bound, have executed this Agreement as
of the date first above written.
Signed for and оп behalf of

Speaking
FlNALlZl NG ARRANG Ем ENTS

5 Work iп groups of three. Student А, look at the information below. Student В,

tчrп to file 7, page 103. Student С, turn to file 14, page 105. Roleplay а meeting
between SmаrtsеtЪ СЕО and two events coordinators with Apotheosis.

Student А Writing
you аrе smаrtsеtъ СЕо. work with
CONTRACT DETAiLS
students В and С to decide оп the final
content and cost of the smartset event. 6 Complete Appendix А referred to in Article 1.1 of
о You have an initial budget of $40,000. the contract above with details of the agreement
. You want your employees to have а you reached iп Exercise 5. The appendix should
good time but аrе anxious to keep include а detailed description of all services to Ье
down the cost. performed Ьу the event planner. Use the model in
the Writing bank on page 99 to help you.
 слSЕ STLjDY
ее&жж, & шжl%з-&W,&&,
ý*ýfu#}ffiЖТ-rfoffi&,Ж

Aim: То help а music festival to become pro{itable

1 Read about the Asia Sound music festival.
2 Listen to ап interview with the festival organizer.
3 Read some messages about рrоЬlеms.
4 Вrаiпstоrm ideas оп how to make the festival а success,

Asia ýоuпd
1 Read the article published in the music magazine Jookbox
about the Asia Sочпd festival and answer the questions,
1 Why did Nick lkin create the festival?
2 what difficulties has the festival ruп into?

sounds of silence for Asian music festival?

Тhе Asia 5очпd music festival was founded iп 2008 residents also protested at the noise gепеrаtеd Ьу.
Ьу Nick lkin, the bass guitarist of the defunct the event held in а раrk пеаr а residential аrеа and
Austratian band The Burning Pagodas. Тhеir music the fаilurе of the organizers to clean up the site. А
was а mix of punk, dub and Asian rhythms but they пumЬеr of cases of food poisoning were also
печеr made it big. Says Nick, '| used to sometimes rероrtеd.
ruп into people ЙЬо tlK"a bands frоm southeast Тhеrе аrе serious questions hanging over the л _
Asia but we were few and far between, so l thought оrgапizеrs of next уеаr's festival. Two years а9о 35
it would Ье grеаt to 9о out there and create а people were seriously injured in а front-of-stage
festival that would make some of these 9roups .rurb. M"ny bands have complained that.thejr fee is
known on the international stage.' too low and are reluctant to реrfоrm. Lack of
Тhе festival is now а success, with ап аппчаl mопеу is а mаjоr issue - the festival made а loss of
parade led Ьу the legendary Маlауsiап Drummers_ AUD 321,000 last уеаr and the main Australian
Dance Band but last уеаr was mаrrеd Ьу scenes of sропsоr, Yarwood Bty, hu. threatened to pull out
violence, when gatecrashers pushed through the unless things improve.
Ьаrriеrs and attacked security guards. Local

Ап interview iп Jgokbox
2 Listen to а journalist from Jookbox magazine interviewing Nick lkin and
'fril{1ffl,fijj;.}Jffi

tick (/) the correct answers.

1 which of the difficulties mentioned 2 What аrе the solutions 3 How confident is he about
iп the aпicle does Nick talk about? he proposes? this уеаrЪ festival?
а _ excessive noise а _ sales of CDs а _ Unsure
Ь _
{inance b_adifferentvenue Ь _ optimistic
с _food poisoning с _ extra staff с_ over-confident
d _ 9аtесrаshеrs d _abenefitconcert
е violence е _ mоrе police

i!]
:li
sоппs bad пеws
з Read the messages Nick has received and answer the questions.
1 Which messages rеfеr to:
а amisunderstanding? с non-payment?
Ь ап improved оffеr? d а withdrawal о{ support?
2 What effect will these changes have оп the upcoming festival?
З What should Nick do to ensure the festival can sti|ltake place?

Sоrrу,lrпаtе. Cambodia Dub Fочпdаtiоп аrе поt doing Asia Sound this year. We've
got а better dea| at Kuala Lumpur Live with а 25 percent better fee. Норе уоu get
а rерlасеmепt.

Final rеmiпdеr
Unless the outstanding sum of AUD З0,000 owed to mу clients, The Java Jive All
Stаrs, fоr their реrfоrmапсе at last year's Asia Sound festival is paid Ьу the ЗOth of
this month, we will Ье obliged to seek recovery through the courts.
Yоurs sincerely,
Rebecca logan, Ellis & Hunt, lnternationa| Law Firm

lt is with regret that l have to iпfоrm you that Yarwood is no lопgеr iп а position to
sропsоr the,Asia Sound festival. We по lопgеr wish to Ье associated wlth an event
which we'feel]does поt епhапсё оur reputation. We wish уоц ечеrу success for the
fогthсоmiпg festival.

Just hаd Nami Tamaki on рhопе. Wants 15% mоrе or she won't play. Speak 2 u
l8r. Bill

After the interview l got а whole lot of emails and texts from listeners who say they
don.t want Asia Sоuпd to Ье he|d in а stadium. Тhеу say it would turn the festival
into а sit down сопсеrt and thаtЪ поt the ехреriепсе they want. Апу ideas?
Simon, Jookbox ma9azine

6 Dear Мr lkin,
l am writing further to оur recent рhопе conversation as l feel we were talking at
cross purposes. l did not intend to allow you to use оur stadium without payment.
Тhе fee for the second weekend in July would Ье AUD 75,000. Please contact me if
you аrе still interested.
Razak Bin Osman, Kuala Lumpur Football СluЬ

ý. Work in раirs. Student А, turn to file 8, ра9е

10З. Student В, turn to file 26, page 1 09.
Roleplay а meeting between N]ck and а
representative of Global Productions, ап events
attendance Ьrеасh of сопtrасt
сопtiпgепсу р|ап coordinate draw up
management соmрапу. Draw up а plan for how
null and void put оп put off rоll out
the festival сап take place in the best conditions
without losing mопеу. l set in motion stage an event signage
sponsorship force
l
]

]
task upcoming
I
See DVD-ROM Mini dicionary
 Grammar: dependent prepositions
Vocabulary: rеmUпеrаtiоп; adjectives describin9 personality
professionaI skills: i nterviews
Case study: recruit the right реrsоп

Speaking
STARTING YOUR CAREER

{ How mапу different ways of finding а job can you think of? which do you think are
the most/least successful? Discuss the questions with а partner.

Listening
FlNDlNG А JoB
in the travel
2 tr#ffi, ,ffi Listen to four people talking about how they found work
inJustry. Match the speakers 1*4 with the methods they used a-j. Which methods
are not mentioned?
а attending а job fаir _
Ь Ьеiпg headhunted _
с using online web portals _
d through friends and family _
, е targeting а specific company _
,}

, f using а temporary employment а9епсу _

t g targeting а number of different companies _
i
|||

;
h belonging to а professional association _
,
,1
i using professionaI networkin9 sites _
,
; j responding to newspaper advertisements _
ii ,|-8 with the job
|1 ý Listen again and match the extracts from the recording
,,ffi.l.hЪ

, search methods a-j in Exercise 2.

1 ... itЪ vеrу time-consuming. _
'
1

2 .. most of them печеr replied . _

ij

'i . ,.

З ... and offered to do а thrее-mопth internship without рау,

-
i:

l
i] 4 l joined the Institute {оr Personnel and Development, _
,]:
]; 5 ... it wasn't specifically targeted towards tourism " _
,

6 l even included а video of myself. _

l: *
]i ,:
]!
r
7 ... the jobs advertised weren't speci{ic enou9h, _
]]

i]]

8 But l WaS Vеrу lucky because one day and quite Ьу сhапсе ", _
,l
ý
ii] |:
Reading
APPLYING FОR А JOB

4 Work in groups of three. Student А, look at the information below.

Student В, turn to file 13, ра9е 105. Student С, turn to file 25,
ра9е 109. Read your job advertisements and exchange information
to complete the table below. Which job appeals to уоч most?

Skirun.com is а leading web retailer specialized iп poýsess excellent organization skil|s, have а kееп
the sale of ski and snowboarding holiday packages. еуе fоr detail апd previous telesa|es ехреriепсе.
As а rеsult of recent growth in our business, we аrе You wil| also Ье outgoing, energetic, autonomous,
rесruitiпg а ski saies mапаgеr. able to wоrk in а pressurized епчirопmепt and have
Reporting to the international sales director, you а 9ood knowledge of ski holiday destinations.
will Ье responsible for leading а team of reservation We offer а competitive sаlаrу, uncapped
consu|tants specialized in ski holidays to Еurореап commission, frее winter holidays and excellent
and North American ski resorts. Duties include саrееr prospects.
training new recruits,5riefing staff on new products Please email уочr CV and сочеriпg letter detailing
and organizing daily wоrk schedules, уоur experience to recruit@ski-run]l .com
ib" ia""r .Йаiач*, *irL Ь" .".puter-literate,

On-TrackTours Howatt Hotels

L-_---

company activity
'
е.9. ski sa/es mапаgеr
rоlе and responsibilities
candidate profile
rеmuпеrаtiоп

5 Rewrite the sentences replacing the underlined parts with language from the three job
advertisements in Exercise 4.
1 The candidate must Ье able to use а computer.
e.g. Тhе candidate must Ье computer-/iterate.
2 He/She must have а well-developed ability to notice precise information.
3 The ideal candidate must Ье able to do many things at once in а stressful situation.
4 The реrsоп appointed must have substantial ехреriепсе in the industry.
5 He/She must Ье аЬlе to work оп his/her оwп and concerned to maintain quality.
6 Тhе candidate should speak well and have sold from а call сепtrе before.
7 Responsibilities include carrying out interviews and helping decide who to appoint.
8 The ideal candidate will have an excellent ability to direct and supervise оthеr реорIеЪ work.

VосаЬulаrу Speaking
REMUNERAT|ON JOB SATISFACTION

5 Write уочr оwп definitions for the terms below, then check 7 Work in pairs. What factors, apart
with а dictionary. from salary, motivate you in а job?
1 Make а list of factors and put them
commission 6 sаlагу
in order of importance. Discuss the
2 fringe benefit 7 реrfоrmапсе-rеlаtеd рау rеа5оп5 for your choices. Then tell
3 discount 8 fees уочr partner about your ideal job.
4 profit-sharing 9 wages
5 stock option scheme 'I 0 retirement savings scheme
SЕLLШЧG YOLJRSELF
Speakin9
YOUR PERSONAL PROFlLE

1 Tick (/) the five words that describe you best. Cross (х) the five words that
describe you the least. Use а dictionary if necessary. How do you think these
qualities will Ье useful in your future career in tourism?
adventurous critical methodical responsible
ambitious determined outgoln9 sensitive
cautious hard-working passionate stubborn
competitive helpful perfectionist tactfu l

conscientious imaoinative rеliаьlе talented

considerate impatient reserved thorough
creative loyal rеsоurсеful versatile

2 Work in pairs. TeIl your раrtпеr about yourself and give examples to justify
your description.

Listening
WRlTlNG А CV

3 ffiшw Listen to а human rеýочrсеs mапаgеr, а саrееrs advisor and а former

student talking about writingjcvs. Match the speakers 1-3 with the things they
talk about a-f.
who talks about:
а describing skills? _ d асrопуms and abbreviations? _
Ь the length of а CV? _ е recreational activities?
с а рhоtоgrарh? _ f customizino the Сv?

4 ffi Listen again and identify slx things job applicants shouId do and slx they
shouldn't do.

e.g. рriпt оп good-quality рареr

Speaking
ТНЕ РЕRFЕСТ CV

5 Work in small groupS. Discuss the elements of а perfect CV and present your
conclusions to the class.

6 Look at the СV in the Writing bank, page 100. То what extent does it meet the
requirements of а good CV?

7 Study the Grаmmаr Ьох. Write at least FlVЕ sentences describing yourself using
some of the dependent prepositions.
e.g, During mу iпtеrпshiр / was respon sible fоr dеаliпg with enquiries.
/ take pride in being conscientious and methodica/.
 Prepositions can Ье dependent оп чеrЬs, 3 Неrе аrе some dependent prepositions:
adjectives оr nouns. Use the -ing fоrm of а veib о Verbs: аррlуfоr, beneflt frоm, сопсепtrаtе
after а preposition оr prepositional phrase.
оп, lookfoward to, obiect to, specialize iп,
Реrsопаllу, l don't object to seeing а photo. succeed iп, wоrk at
Iаm good at wоrkiпg under рrеssurе. о Adjectives: аwаrе о{ consclous of, etigible fог,
/ see little point iп attaching mу CV if you аrеп't familiar with, good ad lnterested iп, kееп оп,
gоiпg to rеаd it. responslb/e fоr
lt is possible to use а possessive рrопоuп before о Nouns: attempt at, benefitto, ехреriепсе
the -ing fоrm: iп, likelihood of, орроrtuпitу fоr,
рridе iп,
lf you dоп't meet the se/ection сritеriа, thеrе3 guestion of, trасk rесоrd iп
little likelihood of your getting the job. See Grаmmаr rеfеrепсе, pages '1 'l4 and 'l 1 5.

Writing
COVERlNG LETTERS

8 Read the covering letter for the job of ski sales mапаgеr from Exercise 4, page 69
and circle the correct options.

Dеаr Mr Kennedy,
I аm writing to apply 1_ the position of ski sales manager which was
2_
on the Jobs in TouTism rvebsite (http ://job sintourism. аu/j оЬ/9 54?03).
I arn 3_,,..= woiking for а rMinter sporte tour operator and hаче а рIочеп
track record а- dealing with the public. I аm applying trecause I,аm
interested 5.=- puTsuing а саrееr in sales and б , rriy advanced computer
skills to benefit the company.
Аs you rvill вее fTom thе ?;.___ CV, I hаvе сопsidеrаЬlе 8_ in reýe}vations
Р а:Г, ЧЁ fl
and,$rorking under рrеýýu{е, I аm also used to '_ with the managers of ,,trbJ
other'departments in оrdеr to further company goals. I hаче а proveR 1О
record in the skiing holiday industry and have always succeeded "_ а hа"-ъфtr
.,
team. In addition, I speak English. Spanish and German fluently.
,:Ф
I will be-availablg forintervielv fiоm next week. Me4nwhiie,l.plelse dp
not hesitate to contact mе if you require furthеr information. } --j €
I look forward to '2_ from you.
ь,* #.
Yours sincerely.

tta-ra,"rl.";,, МАЛiлiд,

1ato bon cat d for

2 а advertised Ь арреаrеd с presented d show
З а typically Ь currently с eventually d hopefully
4 ato ЬЬу cin d with Do ап internet sеаrсh to find
5 aat ЬЬу cin adveгtisements for the kind of job(s)
d with
6 atouse Ь using с to match уоu аrе interested in,
d matching
How do they describe the following?
7 а connected ь enclosed с included d mentioned
а the company
8 а ехреriепсе Ь ехреriепсеs с opportunity d practicality
Ь the responsibilities
9 а liaise Ь liaising с succeed d succeeding
10 а background с the profile of the ideal candidate
Ь experience с track d involvement
11 а to motivate d the рау and prospects
Ь with motivating с Ьу motivating d in motivating
12 а read Ь rеаdiпg с hеаr d hеаriпg
 *р
{
l
l
;

ý*ist*rring
PREPAR|NG FоR AN lNTERVIEW

1 Work in pairs. Make а list of dos and don'ts for before, during and after а
job interview.

2 irl,:rii]i'# Listen to Stephen Lапg, а hчmап rеsочrсеs manager, talking about

going for ап interview and answer the questions.
1 What points does he mention for Ьеfоrе and during the interview?
2 What does he suggest doing after the interview?

эреакiпs
Фl.

noror,*o ,NTERV Е; оuгsтlошs

3 Match the sentence halves 1-8 with a-h iп the Professional skills Ьох to make eight
difficu|t interview questions.

1 How would а friend оr colleague а why we should hirе you?

2 CouId you brie{ly ruп through Ь to Ье your greatest strength?
З What do you consider с describe you?
4 Where do you see yourself d attractive iп this position?
5 Can you give me а good rеаsоп е уоur previous ехреriепсе?
6 What do you find f of а рrоЬlеm and how you handled it?
7 What did you lеаrп g iп five уеаrs' time?

8 Can you give me ап example h frоm уоur previous job?

Work in pairs. Think of some suggested answers to the questions in the

Professional skills Ьох. Then ехсhапgе ideas with another pair. Сап you think of
апу other questions that might Ье asked during an interview?

Work in pairs. Write а list of questions а candidate might want to ask the
interviewer. Think about the topics in the Ьох. What topics should а candidate not
ask about during an interview?

саrееr prospects соmрапу hiеrаrсhу соmрапу goals регГоrmапсе appraisal

previous job holder scope of the wоrk
Listening
TWO CANDlDATES FOR ТНЕ JOB

6 ffi Listen to Stephen Lang interviewing two

candidates for а job as an events and sponsorship
mапа9еr. ldentify the questions from the
professional skills Ьох each candidate was asked.
Match the candidates with thе questions'1-8.
Candidate "]:

Candidate 2:

ffi tisten again and answer the questions.

which candidate:
1 has а university quaIification? _ 6 was laid off frоm his/hеr previous job? _
2 did а wоrk placement in а sports club? _ 7 thinks he/she is efficient and wel|-organized? _
З needs the job for financial reasons? _ 8 enjoys teamwork? _
4 has worked in sales? 9 is interested in the саrееr prospects? _
5 had to solve а рrоЬlеm at work? _ 'l 0 sounds confident? _
8 Whlcb of the two candidates do you think is the most likely to Ье offered the job? Why?

9 ffi Listen to another candidate and write the questions he asks Stephen Lang.
1 Could ? 3 What
2 Who ? 4 How

10 ffiffi Can you remember what Stephen LапgЪ replies to the candidate's questions
were? Compare your ideas with а partner. Тhеп listen again and check уочr answers.

Speaking
CoNDUcTlNG AN lNTERV|EW
11 Work in small grочрs. Read the advertisement below. Half the 9rочр are the
interviewers at Wessex Plc and the other half are candidates applying for а job.
Roleplay the interview. Then swap roles and repeat the activity.

Do you speak English? Are 14ou rеаdу to travel?

Wessex Plc is а UKbased oper:ator with ап internationa| network of hotels, -
resorts and travel соrпрапiеs. As а result of the grочр]s'сопtiпцiпg ýчссёý5, we
are recr:uiting реrsоппеl to wоrk iп а variety of positions from trainee to
rпапаgеmёпt,lечеl. depending оп age, qualifications апd ехреriепсе,
lf уоч'аrе energetic and ambitious, this is а perfect opportunity to c|imb the
rчпgs of the саrееr ladder, Тrаiпiпg given, Motivating salary for the,right people.

lnterviewers candidates
о Decide the kind of jobs you аrе оffеriпg and . Find out what kind of posts аrе available and
what specific qualifications, ехреriепсе and skills decide what you аrе most interested in.
you require for different posts. о Рrераrе а list of questions for the interviewers.
о Рrераrе а list of questions fоr the candidates.
о After the interview, decide which candidates you
аrе going to appoint.
СЛSЕ STLIDY
-гh-#ffi
ffiжil-_жfu-# ж ж- е&_ffiffiе4-W'
г*ffi,#&ffiй*}ru

Aim: То rесruit а new mапаgеr fоr а spa

1 List the qualities needed fоr the mапаgеr of а spa.
2 Listen to people talking аЬоut а job profile.
3 Se|ect the best candidate for а post as spa mапаgеr.
4 Write а letter of acceptance.

А job рrоtiiе
1 Work in pairs. Read the description of the Hygeia spa hotel.
Discuss the skills and personal qualities required for а реrsоп
to Ье the mапаgеr of the spa. Соmраrе your ideas with other
people in the class.

The Hygeia is а luxury spa hotel оffеriпg а wide rапgе of

holistic, therapeutic and stress-relieving treatments designed to
rеlах your body and rеstоrе а sепsе of wellbeing. Clients сап
indulge themselves iп the latest hydro-massage, skin and facial
treatments in an idyllic setting just а stone's thrоw frоm the
well-kept beaches of МаrЬеllаЪ Golden Mi|e.

2 lll11...1-,; Listen to three directors of the Hygeia talking about

the profile of an assistant mапаgеr they wish to recruit and
complete the web advertisement.

Job title/Function
Assistant Hotel Мапа9еr (with spa experience)
Experience required
З-4 years
Job description
The Asclepius Spa Group is renovating ап established spa in
Marbella, Spain, with all the facilities of а hotel, aqua gym and
spa. The applicant will 1_ the day-to-day running of the
spa and rесruit а team of 2_ in wellness treatments.
Knowledge of different treatments as we|l as assistance in the
design and marketing of spa services is ап advantage but not
з

Job requirements
. college or university education, preferably highеr
a4 iп Spanish and English strongly u_
ехреriепсе in financial management, keeping u_,
ensuring customer satisfaction and 7_ staff
high level of customer service, excellent communication skills
knowledge of the mоdеrп spa business and ability to 8
in the market
 А snert" хъffi,

з work in pairs. you аrе directors at the Hygeia. you have interviewed а пчmьеr of
candidates and short-listed four of them. student А, look at the information below.
Student В, turn to file 15, ра9е 1О6. Read the profiles and make notes оп the
candidates' strengths and weaknesses.

Name: Carlos de Sousa Name: Jennifer Watson

Age: З2 Age: 25
Nationality: British Nationality: Austral ian
Marital status: single Marital status: single
Education: ВА (First Class Education: diploma frоm
Hons) Economics, Oxford the Меlьоurпе school of
University; MSc in Hospitality
Spa & #
Hospitality and Tourism Мапаgеmепt. $
Мапаgеmепt at lSCTE Experience: After
Business School in Lisbon, Portugal graduating, did а course in aromatherapy and
Experience: Worked fоr six years as а sales hot stone thеrару. lnitially employed as а
engineer promoting а pain-free laser therapy beautician and masseuse in а luхurу spa in
body sculpting рrосеdurе, designed to rеduсе Sydney, then worked оп сruisе ships {or two
fat and contour the body without invasive уеаrs as а fitness instructor and therapist.
surgеrу. lncreased turпочеr Ьу 25 percent. Five Subsequently worked iп а retail travel аgепсу
fоr опе уеаr but got 'bored with selling the
уеаrs а9о created his own соmрапу, de Sousa
consultores. Most rесепt work has been in same packages to the same kind of customer'.
providing cost-benefit analyses of the options for At present works for а major UK tоur operator
rеstоriпg spas in а пumЬеr of European cities. as а holiday rер. She says it's hard work and she
Languages: biIingual: English/Portu9uese has to work long hours but finds it exciting and
Salary expectations: commensurate with а9е loves meeting different people all the time.
and ехреriепсе Languages: native English, school Frепсh
lnterests: chess, astronomy, fitness Salary expectations: rеаsопаЬlе
Publications: Recently published а рареr lnterests: Water skiing, vo|leyball. Used to Ье
entitled The рriсе sensitivity of Portuguese captain of а wоmепЪ football team. Regular|y
we//ness tоurism, which provided estimates of works out in her local gym.
the effects о{ fluctuations iп the еurо's lnterview notes: Attractive personality.
exchange rаtе. Enga9ed to hеr Spanish boyfriend. Genuinely
lnterview notes: Highly intelligent and а enthusiastic about the post but has also Ьееп
smooth talker. Said he is looking for а job that is applying fоr other similаr positions. Declared
mоrе 'hands-on' and less theoretical. Не says he open|y at the interview that she wants to
understands Spanish but is not yet fluent. Could combine а саrееr with а family.
he benefit frоm language trainin9?

, Work in grочрs of fочr. Discuss the merits and

shortcomings of the four candidates in Exercise 3. Decide
together which of them you would like to appoint.

Work in the same groups. You have just received

character references for еасh of the candidates. Turn
to file 16, ра9е 1О6. Read the references and decide
whether оr not to ma]ntain your choice. autonomous conscientious
А write а letter of acceptance to the successful candidate.
eligible fringe benefit
hands-on
u
headhunt human rеsоurсеs
lnclude the points below iп уочr letter.
performance-related рау рогtаl
. rоlе and responsibilities reliable supervise
. terms and conditions time-consuming trасkrесоrd
о duration of рrоьаtiопаrу period versatile
. acceptance deadline, starting date, duration of contract See DVD-ROM Mini dicionary
*ЕЁ_*i

f*,
ýЕл"*-.

цътlF,? j?л":,i]_l;*.,#ц#,;,;"ъ!#},#,l
 Grammar: relative clauses
Vocabulary: food and cooking
Professional skills: giving feedback
Case study: Мuсhо Gusto - plan а пеw itinerary

Reading
WORLD CUISINJE _ даUZ
'! How mчсh do you know about world cuisine? Do the quiz and find out.

1 Whеrе did the slow food movement originate?

а ltaly Ь Frапсе с the United States d Senegal
2 what is fusion cuisine?
а а mix of sweet апd sоur sauces in cooking
Ь cooking at чеrу low temperatures
с the application of scientific principles to cookin9
d а .uirine that combines diffbrent сuliпаrу traditbns
3 Whеrе is the biggest vineyard in the wоr|d?
а Воrdеаuх, Frапсе Ь California, USA с Piedmont, ltaly d Mosel, Gеrmапу
4 Which guidebook awards ап аппчаl star rating fоr restaurants?
а DоrlЙg Kindersley Ь Baedeker с Michelin d Lonely Planet
5 'Eggplant' is а synonym for which vegetable?
а ЪuЬеrglпе Ь zucchini с courgette d artichoke
6 Where do tomatoes originally come from?
а South America Ь Sоuthеrп Europe с North,Africa d Polynesia
7 what kind of dish is а bouillabaisse?
а ап egg-based dessert Ь а fish stew с а vegetable сurrу d а type of salad
8 which dish of melted cheese and cubes of bread is а national dish of
S*itr"ri""аз
а quiche Ь sоufflё с fondue d croque monsieur
9 Guacamole is an avocado-based dip that originated in which country?
а Brazil Ь Рапаmа с Barbados d Mexico
10 What аrе the dishes оп thе left called and what соuпtrу аrе they associated with?

| 2 Work in pairs. Write THREE more quiz questions for уочr partner to answer.
:

,
,

ListenirrgJ
; ДN INTERV|EW W|TH JEAN-PIERRE PETIT

; 3 Listen to ап interview with Jean-Pierre Petit, а chef at опе of France's

:

'l:ill{,. ffi'mР,l
j -ost famous restaurants, and check уочr answers in Exercise 1.
 Speaking
LOCAL CUlSlNE

4 Discuss the questions with а раrtпеr.

1 То what e*tent does food attract tourists to your country оr region?
2 Which dish would you choose to represent
уоUr соuпtrуЪ сuliпаrу culture? Why?

Reading
CULlNARY ToURlSM

5 Discuss the questions with а раrtпеr. Then read the article and
compare уочr
answers with the information in the text.
1 What is the difference between eating and dining out?
2 lп what WayS can local food benefit the tourist industry?
3 Think of FIVE reasons why сuliпаrу tourism is becoming mоrе popular.

Воп appёtit!/Afiyet o]sun!/Kc}"r] бqеýц!/Вчоп арреtitо!/ПршIтного

аrrпетита!./Епjоу уочr meal!
Napo|eon once famously said, 'Ап аrmу marches оп its children have grown up and left hоmе) and divorcees
stomach', апd so do tourists. А rесепt itudy of tourism who take prospective partners out for diппеr and away
in the uk fочпd that tourists 'forked очt' йоrе mопеу
оп romantic holidays аrе all likely candidates for the
оп food and drink than they did оп hotels. Eating is, of food tourism mаrkеt.
соUrSе, а necessity, whatever you аrе doing. But dining
А third rеаsоп lies in the rejection of Ыапd mass-
out is а pleasure and fоr а higb percentage*of tourists produced food and drink. Tourists аrе now likely to seek
the local food and cuisine is ап importani соmропепt of fresh, authentic,
good quality cuisine to tempt ihe
their trачеl itinerary. The way fooj is prod;;;j, .ooK"J palate. Gопе аrе the days of the British tourist wanting
and consumed is part of а соuпtrуъ heritage and the fish and chips in lbiza оr Americans searching Т"l. . r"ri
gastronomic tourist seeks to 5ачочr the 'oIherness' of food chain in Tokyo. ultimately, the foods thit wеrе
the culinary traditions in the country h" оr. ,Ь" опlу consumed аЬrоаd end up as standard fare in
--
The role of food iп marketing is increasingl, "Ыi..-
.important and British оr American diets - Japanese sushi, Chinese
destination marketin9 .u.p"ign. around chow mein, МехiсаП tacos and burritos, Chinese stir-fry
the world demonstrate а strong сойесtiоп b"etween J
and chicken tikka masala аrе поw Вritаiпъ favourite
tourism and gastronomy. Local food holds great dishes. And as foreign foods Ьесоmе mоrе u.."rrbl",
potentiaI to enhance sustainability in tourisb, maintain
the tourist interested in gastronomy will Ье tempted tb
а destination's authenticity, strengthen the local
travel to refine his palate and better understanj foreign
есопоmу and provide fоrЪп епчЙпmепtаllу-iriепdlу cuisine.
iпfrаstruсturе. lп addition, hoteIiers and restburant
Finally, the role of the media iп shaping culinary
оwпеrs аrе keen to support local farmers and
tourism should not Ье underestimated. Food
fisheTmen, and protect the environment Ьу avoiding
рrоgrаmmеs presented Ьу celebrity chefs whet the
produce that has been transported long jir'"n.".."
appetite of those whose рrimаrу pu,por" is to lеаrп
so what аrе the trends shaping очr interest in culinary how
to cook better, Cooking holidays аrе а popular
tourism? Тhеrе аrе роssiыу five. Тhе first is that tourists
niche tourism activity and thЪ пчmЬЪr of p"opie
аrе now рrераrеd to spend mоrе of their income оп
enrolling оп сооkеrу сочrsеs and gastronomic tours in
gourmet products, dining out and sampling local ltaly, Frапсе, Роrtugаl and Spain hЪs neve, Ьееп highеr.
produce. This is linked to changing dеmоgйрhiсs and
lifestyles; grоuрs such as the аЙч;i;JИЕ'Б"ЬЁ
- you сап Ье sure that it won.t Ье long before the rest of
the world invites us to wine and diпъ with them.
income no kids), the 'empty nesters' (parents *ьоr"

6 Match the words iп bold in the article in Exercise 5 with the

definitions .l-.1O.
1 appeal to the sense of taste 6 excellent quality food and drink
2 having very little taste 7 spent
З fully enjoy the taste оr smell of food 8 increase the desire
4 entertain someone with ап enjoyable meal 9 food that has been grоwп оп а farm to Ье sold
5 the sense of taste, especialIy the ability to enjoy 10 the type of {ood usualIy served in а restaurant
good food
 шжýс,к,Жffi ýрфffi г}$ýе-$ жý
Reading
SELL|NG ТНЕ MENU

{ Read the advice on increasing restaurant sales and circle the correct options.

How to tempt your счýtоmеrý

То Ье а really good sеrчеr, you need to lеаrп the art same question followed Ьу'Очr chef is doing оur
of tempting уочr customers. As often as possible,
а_ favourite tonight: fresh mussels steamed with
you want your customers to choose the most shallots and served with Frепсh fries and а smooth
expensive 1 оп the mепu, as this brings up the сrеаm апd gаrliс sauce,' makes it sound mоrе
ачеrаgе revenue реr meal, which pleases the appetizing and difficult to refuse. This means that
rnunul", and boosts your sаlаrу, since уоur tips аrе sеrчеrs should use positive adjectives effectively-
often а percentage of the final 2_. lf the customer words like srnooth, сrёаmуI light, fluffy and 5_.
asks for water, for example, the server should a|ways They should ta|k about the items so the guests сап
ask, 'Would you prefer'*- оr sparkling wаtеr?' This almost taste them as they describe them.
епсочrаgеs the customer to buy а bottle of water Positive adjectives and foreign words сап also Ье
rаthеr than get it frёе frоm the tap. 'What сап l get used to епhапсе the menu, which should always Ье
уоu to drink?' is too ореп а question and mау lead mоrе than just а list of dishes and prices. 'Sаlmоп
to silence. Much better is а recommendation like with сrеаm, yoghurt, and lеmоп juice and sliced
'Can l suggest а freshly-squeezed оrап9е juice оr Ыеаd' рrоЬiЫу tastes ОК but 'Smokod sаlmоп
maybe the rаsрЬеrrу lemonade?' Similarly, а tеrriпе with fresh сrеаm, natura| yoghurt and 6_
question such as 'Would you саrе fоr а starter?' can lеmоп juice served with sliced сrчstу bread' makes
easily end up with а 'No, thank you,' whereas the the guest's mouth water.

1 а dishes Ь tastes с plates d portions

2 а account ь bill с invoice d cheque
3 а still Ь fresh с ordinary d сlеаr
4 а house Ь kitchen с table d service
5 а cooked Ь frozen с homemade d rаw
6 а acidic Ь bitter с Sоur d tangy

2 lп what other ways can customers Ье encouraged to order mоrе than they
originally intended? Discuss with а partner.

VосаЬulаrу
i:

".:,",- -,-,-1 ., ],
a

З Put the words in the Ьох in the correct group: positive (Р) or negative (N). Тhеп
write а short sentence for each.

appetizing bland delicious done to а turn greasy insipid mouth-watering

rancid riре rоttеп succuleni tasty tепdег tough

4 The verbs in the Ьох all describe ways of cooking food. Which could you чsе when
making а mealwith the items'1-6?

i: bake boi| frу grill роасh roast simmеr stеаrп stew

,;i

i] 1 Ыеаd З rice 5 pasta

i:
2 lamb 4 eggs 6 potatoes
j,'
Listening
DEScRlBlNG DlSHES

S aýW Listen to а waiter in а Turkish restaurant describing some dishes to

tourists and complete the sentences.

Kuzu pirzola аrе ]_ lamb cutlets which аrе marinated in rеd рерреr, then
2
очеr сhаrсоаl and з with rice.
2 Lahmacun is а kind of Turkish pizza, Тhеrеъ а round Ыеаd base thаtъ а in а
Ьriсk oven and 5_ with minced meat, tomatoes and hеrЬs.
Levrek pilaki is а(п) 6_ made Ьу simmering fish with carrots and tomatoes, and
' onions and qаrliс.
Midye dolmasi is а delicious dish of В- mussels, which аrе 9- with а spicy
riсе mixture, ,0_ очеr а low fire and 11_ Ьу chopped shallots.

Defining relative clauses define оr describe 3 Non-defining relative clauses add non-essential
а previous noun оr noun рhrаsе. The relative information to the main clause, Тhе relative
рrопоuп is еithеr which, that or whо. clause is separated from the main clause Ьу one
These аrе tender ЬаЬу /аmЬ cut/ets which/that оr two commas. That is not used in non-defining
are grilled over charcoal. relative clauses.
НеЪ the chef who works iп mу соusiп's l'm jоiпеd Ьу Jеап-Рiеrrе Petit, who Ь опе of
rеstаUrапt, FrапсеЪ most famous gourrnet chefs.
|пsome defining rеlаtivе clauses the re|ative Lаhmасuп, which is а kind of Turkish pizza, is
рrопоuп сап Ье omitted. baked оп а bread base.
Тhе dish (that) / оrdеrеd was ca//ed kuzu pirzola. See Grаmmаr rеfеrепсе, ра9е

6 Study the Grammar Ьох. Write Sentences describing dishes using the prompts. Use
defining оr non-defining relative clauses.
'l gazpacho / origin / AndaIucia region of Spain / tomato-based soup / served cold
e.g. Gazpacho, which originated in the Spanish rеgiоп of Апdаluсiа, is а
tomato-based soup usually sеrчеd co/d.
2 bouillabaisse / traditional fish stew / origin / city of Marseille, Frапсе
3 croissants / eaten freshIy baked at breakfast / flaky, crescent-shaped pastries
4 рhо / Vietnamese noodle soup / served with beef оr chicken /
рорulаr street food
5 chow mеiп / popular in American-Chinese cuisine / two main kinds:
visit а local restaurant and take а
steamed оr crispy / stir-fried dish consisting of noodles, meat and
vegetables сору of the mепu. Тгапslаtе the mепu
into English and describe the dishes
6 goulash / origin / Нuпgаrу / thick meat stew / popular meal in
using adjectives that make them
Еаstеrп Еurоре
sound mоrе appealing to а customer.
Use the mепu in the Writing bank оп
page 'l01 to help you.
 ,i
*
i
зё

**istmпýпg

CUSTOMER EXPERlENCES

ý What makes а good restaurant? Put the criteria in order of importance for you.
Сап you think of апу others?
а _atmosphere d _foodquality f _ service
Ь _background music е _рriсе g_ wait time
с _ dёсоr

2 ,,,riliiliiili," Listen to seven people talking about their recent experiences of eating
out. Match the speakers 1-7 with the criteria a-g iп Exercise 1.

R**d!rзg
ONLINE REVIEWS

3 Read the reviews posted оп а travel site аЬочt the Chiquita Mexican restaurant
and list the problems the diners encountered.

1З August 15 August
lf you want service, this place is not for you. Тhе first thing that you will notice, which
we sat down at а table and waited and ended up getting оп оur nerves, is the loud
waited ... Fiпаl|у, а waiter (no pun intended!) music - so loud that at times we could hardly
appeared out of nowhere. l ordered а salad hеаr each other speak. The second thing you
with grilled shrimp with the dressing on the will notice is the great choice of dishes. And
side and, о{ course, it came with the dressing mу Т-Ьопе steak was done to а turn.
on it. Аlsо, the shrimps were not grilled as l'd
asked - they wеrе sаutбеd. The grапd finale:
i
since the club soda l'd asked for was obviously 16 August
flat, I decided to trу and get а glass of l know the waitress depends оп tips for hеr
sparkling wаtеr with а slice of lemon. l mеап, wa9e5 but lfind it аппоуiпg when servers
how could that get messed up? She comes соmе uр to уоu ечеrу five minutes and ask you
back, still water, по |еmоп. if уоu'rе enjoying уоur meal. lf it was ОК five
minutes ago, why ask а9аiп? Апd if |'m in the
middle of а conversation, l don't like being
14 August interrupted and asked how l'm doing. This
lt was completely disorganized. l was with а said, she was doing hеr best and l must say
large grоuр of people and it took over an hоur the food was delicious.
fоr most of them to get their food. l noticed
they wеrе asking оthеr people at different
tables what their оrdеrs wеrе а9аiп.
 17 August 18 August
l оrdеrеd the chimichanga, rice and beans l don't know if this restaurant has а dishwasher
'garnished with guacamole and sоur сrеаm'. оr they wash up Ьу hand but my plate still had
But thеrе was по garnish and when l some dried Ыоwп stuff оп it and the cutlery
complained, the waiter said they had ruп out WaS grеа5у.
of guacamole. How сап а Mexican restaurant
run out of guacamole?

Ljstening
GlvlNG FEEDBACK
4 Listen to the mапаgеr of the Chiquita talking to his staff
{l+;Шf,ffifffii
and identify the problems he ra]ses and the proposed solutions,

ý Which TWO problems from the reviews did the mапаgеr forget to
speak about? what could he have said to the staff about them?

ý Complete the Professional skills Ьох. Match the advice on giving

feedback to staff 1-6 with the headings a-f.

Usually feedback should Ье relayed at rеgulаr Make surе that you channel the conversation
intervals, Don't wait {оr the next scheduled towards ways so that уоur listener can
appraisal i{ something imрогtапt needs to Ье said make рrоgrеss. Feedback should a|ways
right поw. Ье accompanied Ьу recommendations fоr
imрrочеmепt.
2_
Staff will gепеrаllу rесеivе negative comments 6_
mоrе readily if they аrе mixed with sincere praise Tell уоur staff what they've done right оr well and
for other things, why it was right. Next, give them the bad news:
why it is unsatisfactory and what to do about
з_
it. Then end on ап upbeat note. The end of а
Make it сlеаr that уоu'rе talking about specific
conversation greatly influences the way people
actions that could Ье improved, not criticizing
rеасt to it.
уоur listепеrЪ сhаrасtеr.
4_ а Create а dialogue.
Listen attentively to what the other реrsоп has to Ь Choose the right time.
say. Don't assume you know why а mistake has с put forward solutions.
been made, Ask questions. (e.g. Оп а sca/e of d use the feedback sandwich.
1-1О, how would you rаtе the sеrviсе? What wепt
е lnclude positive feedback.
wrопg? How doyou think you cou/d have hапdlеd
this ЬеttеrЭ
f Focus on the рrоЬlеm, not the реrsоп.

Speaking WritIгrg
DEAL|NG WITH CUSTON/ER FEEDBACK RESTAURANT REVlEW

7 Work in pairs. Student А, turn to file'l 7, page 8 Write а review (150-200 words) for а travel
1 О7. Student В, turn to file 27, ра9е 1 1 0. magazine about а mеаl you recently had in а
Roleplay а feedback session between the restaurant. Mention all the criteria in Exercise 1

mапаgеr of the East Ouay restaurant and а

sеrчеr. Fоllоw the advice in the professional
skills Ьох.
СДSЕ STLIDY "жз-к
ж*ж- &ru,& ru жi\&/ ruж,жfu& ffifuY

Aim: То plan а new itiпеrаrу for а gastronomic tour.

'l Listen to an interview about creating а gаstrопоmiс tour,
2 Read the itinerary of а gastronomic tour.
З Read comments posted on а travel forum.
4 Plan а new itinerary.

А gastronCImic tоur о{ Реrш

ý Listen to an interview with Rosa Нчапса about
frl}fijfrfiffiji,iflil
her ехреriепсе of creating а gastronomic tour in Реrч and
answer the questions.
1 What do the numbers 650,000, 100,000
and 2,000 represent?
2 Why does she mention potatoes and
quinoa, and olives and grapes?
3 what does the peruvian dish called
рара а la huапсаfпа consist of and why
is it significant?
4 what аrе chifas, tiradito and ceviche?
What is thеir link with the Japanese and Chinese immigrant
communities iп Реru?

Тоur itiпеrаrу
2 Read the itinerary of Mucho Gusto, the gastronomic tour created Ьу Rosa Huanca,
and answer the questions.
1 ln your opinion, how 'complete' is this culinary tour?
2 What is the high point of the tоur?

мuсhо Gusto is а complete culinary tour blending together the flачоur of native,
сrеоlе and fusion foods, Ехреriепсь the exotic tastes and in9redients,of the Mistura
food festiva|, take раrt in а cookery class to try traditional recipes and сrоwп уоur
stay with а visit to the magical Масhu Рiссhu.
. Ь"у 1: arrival in Lima; overnight accommodation in budget hotel
. О"у 2: breakfast оп acaldo dЪ gallino (hen soup), known as the soup 'levanta..
mйrtоs', а dish to 'wake the dbad'; visit to а local market to purchase ingredients
fоr tоmоrrоr,пrъ cookery class; dinner at the Соstапеrа 70о restaurant to
ехреriепсе the Japanese and Asian influence in peruvian cuisine
. О"у 3; introduction to peruvian cuisine; learn how to рrераrе Реruъ staple dishes
апd afterwards taste the mапу dishes you made during ciass
. Ь"' 4: еаrlУ mоrпiпg f|ight to Cuzco Ьу АеrоСопdоr, followed Ьу а spectacular
fойhоur. tiain jоurйу tъrоu9h rolling hil|s and picturesque villages to Machu
Picchu, the sacred val|ey of the lncas
. Day 5: overnight stay in Сuzсо at the Casa San.Blas Boutique Hotel; gourmet
lчпсh at the Ciccio|ina; rеturп to Lima and hotel
. Day 6: Mistura food festival; attend demonstrations and taste exquisite dishes
{rоm the соuпtryЪ top restaurants апd chefs
. Day 7: shopping in Lima and rеturп flight
custome_r feedback
З Rosa is now preparing а tour for hеr second уеаr of activity. Work iп pairs. Student
А, look at the information below. Student В, turn to file'1 8, ра9е 107. Read the
comments Rosa received and make а list of the main complaints and suggestions.

Тhе stay got off to а bad start: no driчеr at the airport to take us to оur hotel. Two
hоurs and 'l 5 minutes later - and mапу рhопе calls, at оur ехреп5е - hе finally
turпеd up. Не seemed поt to know the way to the hotel, which, in mу opinion, was
pretty substandard. Тhе 'еаrlу mоrпiпg f|ight' on Day 4 turned out to Ье at 5:ЗО a.m.
but the flight was delayed and Ьу the time we аrriчеd, it was welI into the аftеrпооп.
We had hardly arrived when we had to go backl

l печеr expected to get food poisoning from а gourmet luпсh! Frоm the mепu l
chose thе main courses aij de gallina (chicken) and the savoury beef, and as dessert
the vo|ador у guаrguеrоs (egg-based pastry). Although the service апd taste of the
food was ОК, l was vio|ently sick {rоm it and felt terrible during the next two days.
Looking at it now, l assume that l got salmonella from the dessert because it
contained milk and eggs. Given the fact that this establishment tries to come across
as а high-end rеstачrапt fоr trusted food, this is absolutely not the case and l wou|d
rесоmmепd you drор this from thе itinerary.

Тhе toilets were interesting in the hote|s we stayed at. They didn't have toilet seats,
so Ье рrераrеd to squat, hover or fal| in AND Ыiпg уоur own toilet рареr| Away
frоm the city, оп the lпса Тrаil, рrераrе for the worst. l think you should point this out
to all travellers beforehand.

l was real|y impressed Ьу the day at the Mistura. As welI as sampling the local
specialities, l had the opportunity to speak to mеmЬеrs of the various indigenous
communities, who told mе about the richness of thеir country, their happiness at
being раrt of the 'Реrччiап food revolution' and about their sense of nationa| pride
at having thеir food оп show. The festival left а powerful апd uпfоrgеttаЫе
impression on mе. But it lasts fоr ten days! Why did we have to leave so еаrlу?

4 .., ,..rl,.jiril, Rosa is changing hеr programme to take account of the feedback. She ',: : :.' | |aa. i || a,| :j: |а',

has gопе into partnership with Luis Саldеrбп, who has experience in organizing
similar tours. Listen to thejr conversation. What changes do they suggest а) to the
culinary ехреriепсе and Ь) to other activities?

ý Work in small 9rочр5. You are gоiпg to plan , 1]:]]ii::]::;]]:il]a1]]]:i1]]]jj,

what Rosa and Luis should оffеr for next уеаrЪ

gastronomic tour. Follow the steps below.
1 Brainstorm your ideas. Think about the
length of the tоur, the type of activities and
practical information such as trапsроrt and
accommodation.
2 Rewrite the website itiпеrаrу from Exercise 2,
describing the tour and its activities. lnclude
а section оп relevant practicaI information.
Тhеrе is space for 400 words on the website. bake bland сеlеЫitу chef dine out
done to а turп fаrе fusion cuisine
mouth-watering очеп savour simmеr
speciality (BrE)/specialty (АmЕ) staple stew
whet the appetite
See DVD-ROM Mini dicionary
 Grаmmаr: modal verbs
Vocabulary: disasters, adventure sports
ProfessionaI skills: dealing with crises
Game: the Olympic Gаmе

Reading
MlNlMlzlNG RISK

1 Read the advice given Ьу а hotel manager and а restaurant chef on avoiding
accidents in the workplace. Complete the table. Which workplace wou|d you
consider the riskiest?

опе of the most Kitchens are potentially

important aspects hazardous places, so we
of rчппiпg а hotel try to foresee the risks
ls mlnlmlzlng тпе involved in food
чаriоus risks рrераrаtiоп and take
associated with measures to prevent апу
this type of serious injuries. With mапу electrica| appliances,
business. The there is а constant threat of electrocution because
greatest potentlal water spillages and 9rеа5е fires increase the dangers
аrеа of ехро5чrе caused Ьу eiectricityl So, we te|l очr staff not to plu9
is the рrореrtу itself. Fire is а constant. anything in if the соrd is wet оr if they're touching а
hazard, so рrореr maintenance of a|l the wet surfасе. Al| our sockets hаче а built-in circuit
electrica| wiriпg and heating systems muýt ЬЙК", which stops the f|ow of electricity before а
Ье а top priority in order to anticipate апd dangerous amount passes thrоugh а person's body.
mitigate the risk. Неrе we've installed And because а kitchen is а wet place, mапу of the
smoke alarms, fire extinguishers and accidents in the catering industry аrе caused Ьу
sprink|ers iп alI the key аrеаs to limit the people slipping оп wet floors. We have extraction
damage if а fire does Ьrеаk out. Of сочrsе, and ventilator fans to rеmоче steam and grease
smoking is not permitted in апу раrt of the before it сап Ье deposited оп the floor and work
building. And the high-rise hotel l mапа9е surfaces. All оur staff аrе trained to use lids on pans,
poses а particular рrоЬlеm evacuating the especially whеп they аrе Ьеiпg carried. Апу spillages
building in the event of а fire alert, so а|| the must Ье wiped up immediately and апу leakages, for
exits аrе сlеаrlу indicated and апу ехаmр|е, а dishwasher, must Ье reported
obstructions can Ье quickly removed, straightaway. And to avoid people tripping uр оr
Тhеrе's also ап еmеrgепсу |ighting system if sIipping, we issue sепsiЫе non-slip shoes to kitchen
there is а роwеr failure. staff. Sandalý or open-top shoes аrе not allowed.
Speaking
POTENTiAL RlSKS lN HOTELS AND RESTAURANTS

2 Look at some potential risks in hotels and restaurants. How сап these risks Ье
reduced? Discuss with а partner.
1 hotels: theft, intruders, swimming pools, storm dama9e
2 rеstаurапts: food poisoning, shаrр knives, skin infections, hot surfaces

Vocabulary
TYPES оF R|SK

J Put the words iп the Ьох in the correct group. Then add at least опе word to
each group.

avalanches currencyfluctuations demonstrations floods fraud hijacking

hurriсапеs infectiousdiseases kidnapping pandemics реrsопа|iпjuriеs
rесеssiоп riots risiпg fuel prices stгikes

Types of risk
NaturaI Health Economic civil unrest Crime

RlSK PREVENTloN

4 Circle the word in italics that has а different mеапiпg from the others.
1 We do everything possible to miпimizе / mittgate / limit / spreadthe risk.
2 ltЪ not always possible to anticipate / foresee / mопttоr /predictthe risk.
3 We've taken steps to ачеrt / avoid / рrечепt / wаrп the risk.
4 А restaurant kitchen is quite а dапgеrоus / hаzаrdоus / рrоtесtеd / treacherous place.
5 Open-top shoes аrе поt allowed / authorized / епаЬlеd / permitted in the kitchen.

Listening
BEST PRAcTlcE lN RISK MANAGEMENT

5 ffi Lisa Richards is the director of а major tour operator. Listen to hеr
talking about best practice in risk mапаgеmепt and identify the points below.
. possible sоurсеs of risk
. fоur stages of risk management
. who is involved

6 ffiНffi Complete the sentences from thе recording with the words in the Ьох. Тhеп
listen again and check уочr answerý.

address Ыainstorm consult mопitоr prioritize rечiеw

The first stage is to identify the source of risk, and the nature and scope of issues that
we need to 1_ in оrdеr to епsurе the safety of thе destination.
So, we have to Ье proactive,'_ all the risks that we сап possibly think of and
з
them in оrdеr of imроrtапсе.
з We also О_ representatives frоm all the key stakeholders in the local community.
4 lt is important to 5_ and 6_ the risk management рIап on а rеgu|аr basis.
 ffi",Жl-trЩ_ffi: ,fu%tr; ,5Ь#*й_,}ffi-fu #, ,%

ýреаkiпg
ADVENTURE,SPORTS

,. '.*.,:,:r#*.l,*Р'
ЁеЯ-'!ЧФals,

ý work in pairs. put the adjectives in the Ьох iп order of risk from lowest (1 ) to
highest (5).

acceptable considerable huge remote slight

3 put the adventure sports in the Ьох in order {rom the most (1 ) to the least
dangerous (8). Тhеп justify your choices to а partner.

bungee jumping horseback riding hot-air ballooning mоuпtаiпееriпg

potholing skiing skydiving whitewaterrafting
ý Choose two of the sports in Exercise 2 and carry out а risk assessment. List the
things that could 9о wrong.

What precautions could adventure sports organizers take to епsчrе safety? Discuss
with а partner. consider the issues in the Ьох and any others you can th]nk of.

equipment information to the public rеsсuе рrосеdurеs training

[-ist*rrirзg
BREAKING NEWS

5 ,tilitillil,ili, Listen to а news report about an accident at а ski resort and апswеr
the questions.
1 How mапу реорlе wеrе involved? Who wеrе they?
2 What happened exactly?
З Whose fault was it, according to the rероrt?
 Reading
DRAMA АТ BEAVER RlDGE

6 Read а web article about the accident in Exercise 5 and some readers' comments.
Discuss the questions with а partner.
1 Тhе web article and the radio broadcast in Exercise 5 rеlаtе the same event but the
radio broadcast contains four mistakes of {act. What are they?
2 How could the accident have Ьееп avoided?
З Who do you think was to blame?

А young girl was seriously injured yesterday Ьу а sпоw 'The rеsоrt should have put up а notice: No
grооmеr at Веачеr Ridge. s/eds or snowboards аftеr closure. People
The accident оссurrеd at 6.19 р.m. after the closure shou|dn't have Ьееп on the slopes at that
of the ski resort, when the girl sliding down а beginner time of day.'
slope with hеr twin Ыоthеr on round plastic slй blt
"
the machine. Her brother was luckily able to throw
himse|f off the sled before the impact. 'Disagree. There's а Веачеr Ridge bylaw
The grооmеrЪ driver was iп а siate of shock last that says that the ski resort саппоt Ье he|d
night after having been released Ьу the police. 'неъ а liаЫе after the slopes have closed. The kids
very experienced driver and must have Ьееп driving play there at their own risk and, in mу
slowly at thе time - no mоrе thап nine kilometres ап opinion, the accident is the fault of the
hоur. Не couldn't possibly have seen the sled,' said the parents, who shou|d have been with their
director of the resort. 'people shouldn't Ье оп the children at all times.'
slopes once the pistes have closed fоr the day.'
опе of the ski instructors, who did not wish to Ье
named, said, 'The s|opes аrе invaded ечеrу day after six 'The resort owes а "duty of саrе" to all
o'clock Ьу сhildrеп and their sleds. No опе has ечеr users and is legally obliged to foresee all
stopped them, so l've always assumed itЪ tolerated.' the dangers. The resort was obviously in
Ыеасh of that duý and the owners should
have informed usеrs of the hazard.'
7 Study the Grаmmаr Ьох. Which sentences
indicate:
1 something that is possible but not certain?
2 something the speaker thinks is сеrtаiп? Use а modal чеrЬ + haye + past paгticiple (+ -ing) to
з а criticism? speculate about the past оr express criticism. Different
чеrЬs show different degrees of сегtаiпtу.
Write sentences speculating about the causes
Тhе drivеr may/might hауе been tаkеп ill.
of the accidents below and indicating апу
Не couldn't possib/y hауе sееп the s/ed.
failures or omissions. use the modal verbs in the
Не rnust hауе been driving very slowly at the time,
Grammar Ьох.
rhе оwпеrs should have informed users of the hazard.
реор/е shоuldп't hауе Ьееп оп the s/opes atthattime,
1А wоmап was knocked очеr while she was See Grаmmаr rеfеrепсе, ра9е 1'1 5.
speaking with hеr ski instructor. The skier, а
mап who was оп the slope for the first time,
по doubt saw hеr but was out of control.
Не had a|so соmе through ап area that was
off limits. Не denied resýonsibility and 3А почiсе skier was seriously injured after colliding
also provided iпсоrrесt contact details after with а tree. The mап was with а grоuр of other
the accident. skiers who wеrе stuck оп the mountainside due to
bad wеаthеr when the accident hаррепеd. Тhеir
skj instructor had told them to ski off-piste down
the slopes. Weather warnings had Ьееп issued
2 Тhе оwпеr of а whitewater rafting operation апd the ski рагtiеs had Ьееп advised to rеtчrп
was approached Ьу а manufactuier io test а immediately. Тhе instructor said hе was 'pretty
пеw design of raft. А child drowned whеп it surе' he did not hеаr the forecast. The organizers
capsized апd the family sued for negligence. of the package denied responsibility, maintaining
The оwпеrЪ insurance policy had r.чЙ Jut t*o that the weather waý ап act of God and Ьеуопd
months previously and hadn't been renewed. their control
CRlSIS N/ANAGEN/ENT PLAN

1 Listen to а conversation between а 9rочр of tочr operators. Are the

щIj!ш}ij;itii;;fifii
statements true (Т) оr false (F)? Correct the false statements.
1 Most companies have а crisis management plan. Т/ F

2 Avilla holiday is less riskythan an adventure holiday. Т/ F

3 Тhе first hоur in а crisis is the most critical. Т/ F

4 Most companies сап easily contact relatives in ап еmеrgепсу. Т / F
5 Social networking sites аrе ап excellent сhаппеl оТ communication in а crisis. Т / F

ijj|Ш tisten again. What advice do the speakers give to companies to prepare
them to соре with an emergency?

Look at the crisis management рlап in the Professiona| skills Ьох and put the steps
in the correct 9rочр. Which THREE steps do уоч think are the most important
things to do?

[:_ъ:lфзaaЁй____i
-]_": After the crisis
__
i
l

iir,
l L

]il
I

li
ili1
I

il

, 1 Produce an immediate р|ап of action that prioritizes needs and is based on ап

l accurate aSSeSSment of the еmеrgепсу situation.
l 2 Provide prompt and effective action to prevent escalation of the situation.
3 Рrераrе your оrgапizаtiопЪ contingency plans for handling еmеr9епсу situations.
, 4 |dentifythetypesof recordsthatmustbecompletedintheeventof апеmеrgепсу
and how to complete and submit them.
5 Work out an action рlап to make surе the disaster does not hарреп а9аiп.
' б Develop а media communications strategy in the event of а mаjоr crisis,
7 Conduct а post-crisis rечiеw to lеаrп the lessons of the past.
, 8 Set up а hotline to keep relatives and frie rds adequately informed.
9 Anticipate every imaginable situation that might arise, man-made оr паturаl, startin9
with those that аrе most likely to hарреп.
Reading
FACING тнЕ MED|A

& Read the guidelines for facing press and television journalists. Complete them with
phrases a-f.
а we аrе committed to providing
Ь we understand seven реор|е wеrе taken to hospital
с we аrе extremely concerned
d information is not yet at оur disposal
е the situation is Ьеiпg investigated further
f we will, of соursе, do everything in оur роwеr

Briefing the media

Preparing information to use when facing the media lf there is а transport accident, point out that such
during а crisis can Ье the most difficult aspect of accidents аrе rаrе, 'Оur overall safety rесоrd is
crisis management. Неrе аrе some hапdу tips. very solid. This has печеr hаррепеd оп опе of оur
. Ве quick to relay the information at уоur disposal tочrs before and 5_ the safest holiday possible.'
but do not speculate. lf details are not availab|e, lf а паturаl disaster ýuch as а flood оr tоrпаdо
say, 'Complete r.-* but 2_ Ьу the рrореr occurs, state the facts relating to the location and
authorities.' casualties, as well as thе history of such disasters,
. DeaI with the facts of the situation and express 'The storm rеасhеd hчrriсапе strength at 4.З0 iп
уочr сопсеrп. Fоr example, 'We lеаrпt of the the mоrпiпg and 6_ suffering frоm shock when
coach crash this mоrпiпg and З_ whenever we the hotel rооf was blown away. This is the first
hеаr about апу accident. According to оur time the area has known а storm of this
information, ечеrуопе has Ьееп taken Ьу ma9nitude.'
аmЬulапсе to the nearest hospital. Оп behalf of lf you аrе asked what you intend to do to protect
the соmрапу, l would like to send оur best wishes travellers, iпfоrm them of all the measures уоu
fоr а speedy rесочеrу to those who were injured currently take to епsurе the safety of уоur
and а_ to keep next of kin in{ormed of апу passengers оr visitors. Follow up with апу
developments.' additional future plans you intend to put iп place.

Speaking
lNTERVlEW RoLEPLAY

5 Work in pairs. Stцdепt А, turn to file 'l 9, page 107. Yоч аrе the local representative
, of .a toll1,Qperator. One of your biggeяt hotels in Southeast Asia hаs Ьееп hit Ьу

Fiпd out about some of the crises that have affected

tourist destinations (е.9. New Yоrk, 9/1 1/2001; SARS
virus, Asia-Pacific region. 200З; lndian Ocean tsunami,
2004; Hurricane Каtriпа, 2005, New Оrlеапs; Fukushima
tsunami, 2011; Нurriсапе Sandy, 2012, еаstеrп US).
r what was the паturе of the crisis?
о what had Ьееп done to avoid the scenario?
о What mеаsurеs wеrе taken duriпg and immediately
after the disaster?
о То what extent has the risk of апоthеr crisis been
mitigated?
Present уоur findings to the class.
-Гffi-#
Ж #Ж,Yfu,4 W}Жil- fl;&&ffiffi:
:START" 2,,,.,,.|;,,
А journalist asks you what As director of tourism The government has just increased
l the short-term benefits operations in the capital rate of VAT and airport fees. А jour
Your capitaI city has been and drawbacks are likely to city, you аrе asked what asks you if this will risk а decline iп
chosen for the next ье in terms of increased kind of infrastructure and numbers despite the Olympics.
Olympic Games. visitor numbers. ] new installations will Ье
Congratulationsl
:] needed to соре with the
1 influx of visitors.
]]

i]

+ ,,, -, .i ,,,, .,.,,

]iЁй;.:ir,"" ,.", ,,.,,
,.,,, ....
;!
F
]FlNlSH |23
,,.=Ж
...*Бffi "+!i#

, А journalist says that апу

24 .: net increase in leisure
Тhе closing сеrеmопу is ; tourism after the games
Ьrоаdсаst to over 20 risks being very limited.
billion people. Hold а What is уоur opinion?
round-table discussion to
taIk about the long-term
benefits of the games.

i]
21 22,,|:,,
Go back three spaces.
Тhеrе аrе complaints frоm
:
visitors that too few tickets
are available to mеmьеrs
of the public as mапу have
9one to institutionaI
sponsors. What is уоur
reaction?
,
I
.., ,,,., ... ,., ,:,
,l
2о :a 19 8 17
Мапу hotels have not been you are asked what kind of risk
А Тv news item includes :
] refurbished to help people assessment procedures you have
interviews with foreign
with disabiIities in advance carried out at уоur hotel iп advance
visitors who have Ьееп
о{ the Paralympics. What of the Olympics.
victims of overbooking.
]:

more needs to Ье done?

А journalist asks you for
your opinion.
,:

Listen to ап interview with

fijjllffiillr,Шr:ffi
а mеmЬеr of the organizing committee Instructions
for the Olympic Games talking about the 1 Toss а coin to move. Heads * move опе sqчаrе.
benefits of the forthcoming games to the Tails : mоче two squares.
host nation. Number the benefits in the 2 Read the question оr situation оп each squаrе to another
order you hear them. mеmЬеr of the group. He/She has to speak about the topic
fоr опе minute, without hesitation оr repetition. lf he/she
а employment _ speaks successfully for опе miпutе, he/she mочеs fоrwаrd
Ь patriotism _ опе squаrе. lf helshe speaks for two minutes, he/she mоче9
forward two squаrеs.
с inbound tourism _ З lf а рlауеr lands on а square with а question mark, he/she
d international reputation _ сап choose his/her own topic (related to the Olympic
е sports facilities _ Games) to talk about fоr опе minute.
f urЬап rепеwаi _ 4 All the other mеmЬеrs of the grочр help to decide if the
player speaking is successful оr not but the реrsоп who rеаd
Work in grочрs of three оr fочr. Fo|low the questioп makes the final decision.
the instructions and play the 9ame. 5 The first person to rеасh 'Finish' is the winner.
tr
о
i:

J a:
l*
А гесепt rероrt Suggests А journalist asks you how i]Мапу international visitors
:^at much improvement is the risk of а terrorist attack i]
risk staying for а short
reeded in the service and during the games is being : period
and neglecting
quality of hote|s and dealt with. other раrts of the country.
,estaurants in the capital. What plans are there to
What are your solutions? j епсоurа9е people to visit
i sites away from the
-:ý
i capital?
i
Ф9
,l0 о,
High visa costs and А journalist asks you what
difficulty completing visa mеаsurеs will Ье taken to
forms is deterring visitors deal with the inevitable
{rom important countries rise iп street сrimе during
like china and lndia. what the Olympics.
аrе уоur solutions?
,'а

1ii,,ji

,l1
,ii, :.,, .,l!

'{!i :12
,r,
The city's main airport is :] .зý,i
ехреriепсiп9 long delays a]

in processing people ]:

thrоugh immigration. Go
back thrее spaces and tell
а journalist what your
solutions are. ,j*

16 15 :|
14 1з
Millions of tourists, many А threatened transport i People аrе saying the city тhе аrеа chosen for the
frоm countries whеrе а strike risks causing chaos ; will Ье overcrowded and new stadium is well away
pandemic is likely to еmеrgе, оп the rоаd and rail , hotel prices exorbitant. As frоm the core tourist аrеаs.
may create а health hazard. network. Go back three i: а result, visitor numbers А journalist asks if there
What strategy has Ьееп put spaces and telI а journalist :: could actually go down. аrе plans to invest in пеw
in place to anticipate the what уоur contingency ii What is your reaction? hotel accommodation.
оutыеаk of disease? i plans are.
1r:
.l

civilunrest electrocution emergency

evacuate extinguisher hazard
infection maintenance mitigate
ne9ligence poisoning potholing
slipping spilla9e trip
See DVD-ROM Mini dicionary
 р г\/тг\&i !д,\iг\
tLL'y'iLVV Ll чr,_j
СОNSОLIDДТýОIN
А World Heritage
'ý Complete the text about Bridgetown, а World Heritage site, with the words iп the Ьох.

соm consists dates back el ti ht located

'_оп the СаriЬЬеап island of Barbados, historic Bridgetown is an outstanding

example of British colonial architecture and 2_ of а well-preserved old town that
'_ to the 17th сепturу. The рrореrtу also а_ а пеаrЬу military garrison with
пumеrоus '_ historic buildings. With its sеrрепtiпе street layout, the property
gives а unique and detailed u_ into British colonial town planning, compared to
the Spanish and Dutch colonial cities in the rеgiоп, which were arranged in the fоrm of
а grid.

Аrсh itectu rа l featu res

Х Match the words 1-8 with the definitions а-h.

'l chandelier а the rooms occupied Ьу servants as раrt of their job
2 mantelpiece Ь atypeof sculptureinwhichshapesarecutfromthesurroundingstone
3 quarters с а rounded roof оп а building оr а rооm
4 sрirе d а floor consisting of smallflat blocks of wood fitted together in а pattern
5 dome е а сочеrеd passage with аrсhеs оr pillars аlопg the outer side
6 bas-relief f а decorative light with sечеrаl branches that hangs frоm the ceiling
7 parquet g а tall pointed structure on top of а building
8 аrсаdе h а shel{ above а fireplace

Bdr'

.*#'

,6€,l

&А*f", #:-#
м
tr-, ым #"F"-4
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ffiЁ ##
л }Il

ы /J"*
1.1i .l:..,|дi:.::
i
Тоur guiding
J Comp|ete the extract from а guided tour with the words iп the Ьох.

carved colonnades depicts оrпаtе restored sweeping vaulted wing

We're поw standing in the main епtrапсе hall and if you look up, you сап admire the
cei|ing, which is painted in the rососо style, and '_ а series of allegorical
scenes. То уоur |eft is the vast З*- mаrЫе stalrcase designed Ьу Gasparini, which
was severely damaged Ьу fire in the 19th century but subsequently а_ according to
the original designs. Аlопg the walls is а series of slender
elaborately embellished with 6-..-* patterns iп the Ваrоquе style of the 18th
сепturу. lп the апtесhаmЬеr leading to the west '_you'l| see а statue of the
Оuееп '_ frоm а single block of marble. lп а miпчtе we'll make очr way to the
throne rооm and the rоуаl chambers.

Talking about the past contracts

4 Rewrite the sentences using the words ý Complete the extract from а contract with the words in
in brackets. the Ьох.
] Тhе аrеа around St Petersburg was
assign in writing пull and void рriоr pгovisions
originally а marshy swamp. (used)
shall apply shall Ье сопstruеd shall Ье liable
2 lп 17th-century London merchants
often discussed business in опе of the
new coffee houses. (would) Тhе present Аgrееmепt sets out the tеrms and
3 Historians were previously of the conditions which 1_ to the services and goods
opinion that the Egyptian рhаrаоh carried out or provided Ьу the Event Рlаппеr. The
Ramses lll was poisoned. (believe) рurсhаsеr '_for al| соsЪ and expenses, including
iпsurапсе and delivery. Апу сопtrаrу terms or conditions
4 They now think that Ramses lll was stipulated at whatever moment in time Ьу the рurсhаsеr
assassinated Ьу his wife and son. (it)
sha|l, чпlеss expressly authorized, Ье '_.
5 Тhеrе is some evidence that the Viking Neither party shall have the right to o_any of its
ехрlоrеr Erik the Red reached North rights оr obligations чпdеr this Agreement to апу оthеr
Аmеriса 500 years before Christopher соmрапу, firm оr person without obtaining the
Columbus. (said) consent and approval u_ of the other party,
The 7_ of this Agreement 8_ iп accordance with
the |aws of the Uпitй Arab Emirates.
Hypothetical situations
5 Write а sentence beginning with if for
each situation. Event concept
1 l was abIe to make the booking for you
Circle the correct options in italics.
because someone cancelled at the last
minute.
'I We expect at least 2,000 people to attend / put оп / stage
the сопfеrепсе in November.
е.9. /f sоmеопе hаdп't cance//ed at
the /ast miпчtе, l wочldп't hаче Ьееп 2 We were obliged to put out l put off / put down the event

аЬlе to rпаkе the booking fоr you. until the next day because of the bad weather.

2 Everyone could hеаr hеr presentation З Sellebrations is ап events management company that can
because she was wearing а call off /cater fоr / drаw up апу special occasion.
microphone. 4 Оur head office will/iaise / sропsоr / рrоgrаmmе with the

з The match was called off because the suppliers to епsurе deliveries аrе made оп time.
pitch was frozen, 5 Тhе main aim of the exhibition is to hold/ put оп /
4 l didn't know the projector wasn't showcase tourist destinations in the uk.
working, which explains why l didn't
call а technician.
5 The festival was such а 9rеаt success
because we invited the most popular
bands.
6 We didn't have а gепеrоus sponsor, so
we lost а lot of mопеу.
8 Complete the sentences with prepositions.
1 Аrе you interested '_ applying '_the job?
2 After а couple of years you should Ье eligible '_ promotion.
3 Не has а previous track record o_spa management and we could benefit'_
his experience.
4 She takes grеаt pride u_hеr work and is а grеаt benefit'_the firm.
5 l don't object u_ а handwritten covering letter but l see little point 9_ not
typing it.
just а question 11_
6 You'll soon become familiar '0_ our procedures - itЪ time.

Job interviews
9 Match the questions 1-6 with the answers a-f.
'l What do you seek frоm а job? а То analyse myself, find out any shortcomings
and identify areas fоr improvement.
2 Would you Ье wi|ling to relocate? Ь lt has one of the fastest growth rates iп
the industry and that would mеап а faster
3 What do you consider аrе уоur growth rate for me as а professional.
greatest strengths? с А challenging role and an opportunity to
use my skills and progress.
4 What is your main weakness?
d МауЬе l'm а bit stuЬЬоrп. l'm а perfectionist
and l don't like to settle for second best.
5 What have you learnt from апу
failures? е l'm versatile and resourceful, so l think l can
handle any;type of people and situation.
6 Whу do you want to join our f l'm mobile .un 9о to апу part of the
"Ъd
соmрапу? country оr abroad if the situation requires it.

Personal qualities
'| Q Read the definitions and complete the adjectives.
1аЬlеtоwоrkопопеЪоwп a_t_no__u_
2 sociableandinterestedinothers o__9_i_9
З doing things carefuIly, using ап ordered system m __ h _d_c_ l

4 determinedtobesuccessful am__t__u_
5 abletotalkeasilyandeffectively a_ti__l_t_
6 thatcan betrusted and depended оп r_l__Ь_е

Describing dishes
1 1 Match the adjectives 1-7 with the foods а-9.
1 mild а butter
2 greasy Ь сurrу
3 sour с Frепсh fries
4 rancid d lеmоп
5 sweet and sour е peach
6 tender f sauce
7 ripe g steak
CuIinary tourism Modal VеrЬS
'? 2Complete the text about а culinary ýý Read the newspaper article and complete the sentences.
holiday with the words in the Ьох. Use the чеrЬs in the Ьох and соч/d, might, should оr must.

dine out fare 9ourmet

palate рrоduсе savouring Bungee jumper's miraculous
slow food whet survival
А 21-year-old girl on an adventure holiday in Africa
was in а state of shock last night after the ruЬЬеr cord
Frоm а gastronomic point of view,
Piedmont is undoubtedly one of broke during her bungee jump from а Ыidgе above а
ltaly's most interesting regions.
crocodile-infested river. She miraculously survived the
ЗS-mеtrе fall and escaped with severe bruising, а Ыоkеп
The food produced there will
please уоur еуе and tempt уоur соIlаrЬопе and suspected internal injuries.
The bungee ореrаtоr was apparently using the same
тhеrе is ап епоrmоus
ruЬЬеr соrd that had snapped in а previous incident at
сhоiсе of dishes, rапgiпg from
апоthеr site. No sa{ety checks had Ьееп саrriеd out апd
traditional country '_ to
there were no реrsоппеl on the riчеr bank.
creatively modern cuisine.
Moreove1 the region is the centre lnterviewed in hospital, she said, 'l was able to swim
of the З_
to the shore but whеп I was pulled out of the water Ьу
revolution that is
passers-by, they laid me оп my back instead of оп my
transforming the art of cooking in
ltaly and beyond. side and l was choking оп the water l'd inhaled.'
Fоr оur upcoming tour, we
Contacted Ьу telephone, the ореrаtоr stated а
will Ье spending time in the mеmЬеr of staff with first aid training and the песеssаrу
rесочеrу equipment will now Ье posted below the Ыidge
countryside, visiting fаrmеrs'
markets and а_ the local
at all times.
agricultural u_ in оrdеr to
u_уоur appetite before Ье саrrу out еа+ have l.y post suffer uSe
lеаrпiпg how to cook ltalian-style
with оur resident сhе{ paolo She was very lucky as she could hауе Ьееп eaten Ьу
Раlеrmо. Тhеrе will also Ье plenty crocodiles.
of opportunities to ' _ in some
of the region's superb restaurants,
2 She _ internal injuries.

from simple rustic trattorias, to з She _ muсh mоrе seriously injured.

Michelin-starred, 4 Тhе bungee operator _ the same rubber cord involved in
'_ establishments, all serving another accident.
some of |tаlуЪ finest food,
5 Тhе operator _sa{ety checks оп а daily basis.
6 Тhе раssегs-Ьу_ hеr оп hеr side and not on hеr back.
7 А qualified реrsоп _ below the bridge on the river bank.
8 She _ the fright of hеr life!
 Wк}т,NG вдNIк
Reports

Rерогts should Ье organized clearly and in а logical оrdеr and written in formal or
пеutrаl language. Most reports should contain:
. а title ра9е
о ап executive summary (9ives ап overview of the contents of the rероrt)
о ап introduction (outlines the main points to Ье discussed)
. findings (presents and discusses what the rеsеаrсh has uncovered)
. а conclusion (synthesizes the findings and interprets them)
. recommendations (makes practical suggestions for the future)
. appendices (extra relevant documents that the rеаdеr сап consult)

The Моrriз rероrt: patterns in booking. trапsроrt and destination

рrеfеrепсеý in Eur.ope
' Опе in fочr said they went оп holiday for the
Тhе Моrris :l nstitute of Тошrism i Rеsеаrсh cond ucted sun оr the beach, Fоr опе in ,five respondents,
а ýчrчеу into attitudes to tout ism iп оrdеr to паtчrе tourism was the main interest, а slightly
higher рrороrtiоп than city Ыeaks (17%). Оthеr
dеtеrmiпе сhапýiпg patterns in booking, transport
апd destination рrеfеrепсеs among а sample of
] motivations included exploring the cultural
European eountries. Тhе goal Was to епаЫе tочrism heritage. with а minority going fоr sports
providers to gаiп а,better understanding of visitor: ,
] activities such as kayaking or windsurfing.
profiles and their aspirations. 3.4 Those who had not Ьееп оп holiday duгing the
счrrепt уеаr cited fiпапсiаl rеа5опý tthe vast
2 lntroduction mаjоriф, preýsure of work апd lack of time.
Just чпdеr а qчаrtеr of respondents said that
Тhе survey was carried out Ьу telephone очеr а
period of three months in selected EU countries. they had decided not to go away for personal
оr private rеаsопsl without specifying what
Тhе objective was to study реорlеЪ motivations for ' these rеаýопý were.
going оп holiday, hоw they researched thеiг holiday
рriоr to departure, their pre{erred destinations and
actiyities, and апу rеаsопs why they had not taken а 4 Сопсlчsiоп
holiday iп the previouý yeat, ; lt is clear that fоr reasons of есопоmу mоrе
people аrе choosing to stay in their оwп соuпtrу
3]Findingý оr travel relatively short distances. Тhе пчmЬеr
of rеsропdепts whо stay with fami|y and friends
3.1 Almost half (а6%) of the respondents who went
rаthеr than in paid accommodation a|so reflects the
away fоr at least five nights did so fоr геst and
financial pressures,
recreation; while just uпdеr а third {31%) stayad
]with friends and геlаtiчеs. Ап important trend highlighted Ьу the 5чrчеу
is the iпсrеаsiпg importance of the iпtеrпеt to
3.2 Тhе most inrportant factor in the choice of
,' , dastination wаs thё location's паturаl features, travel рlаппiпg. Мапу mоrе реор|е used the
wеЬ to аrrапgе their holidays than travel agents,,]
ýчсh]аý the climate апd:gеоgrарhу, while 29%
while wеЬэitеý wёrе second only to реrsопаl
recornmendations tor rеsеаrсhiпg holidays.
апdiсоllеаgчёý, and а sйаll minority (77d usBd
.
],
socia[ пеtwогks,,оr consulted sites such as
:

5 Recommendations
:ýocio-demographic data needs to Ье collected оп
' ]their holiday,,an jпсrеаэе of 6% очаrфе а regulnr: Ьаsiя]iп оrdеr to target differeni client
i.profi|es,in
рrе1/lочý yeai,: .
diffёrent сочпtriеs. Fоr example, Spaiп
3;З:А large,nrajority of respondents,had their
(66-%} Was,the most рорulаr ho|iday destination for the
:
,

holiday:in their оwп cor,rntly. ýраiп wаэ the most lrish (31%), the Norwegians (217о), the Portuguese
(2O7q) and the British (19%}, Marketing carrpaigns
visited ЕtJ,countrp f.o|lоlчёd Ьу ttaly Ьпd, Frапсе.
,should thеrеfоrе take iпtо account local
рrе-fеrепсеs.
Meeting minutes

Тhеrе is no single specific format fоr writing minutes that you need to follow. However,
the minutes of а meeting should always апswеr the following questions:
. When was the meeting?
. Who was present?
. who did not attend? (lnclude this information if it matters.)
о what topics wеrе discussed?
. what decisions were taken?
о what actions wеrе agreed upon?
. who is to implement the decisions and Ьу when?
. when and whеrе is the next meeting?
lt is а good idea to write up the minutes as soon as possible after the meeting, while
the discussions аrе still frеsh in уоur mind. Followthe оrdеr of the agenda and use а
numbering system.
Write minutes using reported speech but don't provide а long narrative; record the
topics discussed, the decisions made and action points. Action points and decisions
need to Ье made сlеаr fоr future rеfеrепсе. You can write in the active voice if you
want to identify а person specifically and what they said (е.9. Gabriella сопfirmеd that
counter staff needed mоrе trаiпiпg.), Еоr mоrе formal contexts, or if you do not want to
identify who said what, you сап use the passive voice (e.g. Сопсеrп was expressed about
customer 5еrчiсе standards.).

Tourism Committee meeting of 8 Мау 2О_

Present: Richard Keller, Каrеп Anderson, Jodi Ruzicka, Lqrrу Wiedemann, Jеrrу Lucas
Apologies for absence: Vera Mathews
Сhаiгmап Richard Keller called the meeting to оrdеr at 2.З0 p.m.
1 The minutes of the 7 April mееtiпg were read and approved.
2 Jodi, Ruzicka presented а grant rеq,чёst of S38,000 for an extension to the Visitor
Information Вurеаu at Sandy Point. Jerry Lucas pointed очt that this sum seemed
excessive and that the Вчrеач had benefited frоrп ап allocation iп the previous
уеаr for building works.
Action: the committee will review the grant request and present their
rесоmmепdаtiоп in the June meeting.
3 Каrеп Апdеrsоп gave ап update оп the planned сопсеrt in the раrk to Ье held
in July, She reported that volunteerý wеrе needed to distribute leaflets fоr the
event апd requested funding of S900 to рау for Fо|dеr DiBplay ýervices fоr
printing. Lаrrу Wiedemann ýuggeýted contacting local colleges for distribution.
Discussion ensued as to whather the чо|uпtееrs were to Ье paid, lt was agreed
that v,olunteers would Ье given frее tickets.
Action: Каrеп to go ahead with the рriпtiпg. Larry to contact student
оrЕапizаtiопs апd recruit volunteers.
4 Richard kelle,r аппочпсвd that the пеw аrеа website was поw live апd that
the mobile apps fоr the iPhone and Android have Ьееп successfully |aunched.
The mobile website has Ьееп revamped with а'Find thlngs пеаrЬу'function.
Jerry Lucas felt that thеrе wаs а need to provide information on rеýtачrапtý on
the VisitourRegion,.com webpages and include а specialty/culinary ехреriепсе
section that wou|d include things suсh as food festivals and local gаstr.опоmу.
Jodi Ruzicka аgrееd in principle but pointed out that dining is mоrе suitable fоr а
navigational арр on а smartphone, as consumers will Ье looking for а restaurant
опсе they have arrived at their location or destination.
Action: Richard Кеllаr to look into this to'pic and contact restaurants to find out if
they ar,e wil}ing to рау to Ье |isted.
5 Тhеrе being по otber, business. the meeting closed at 4.10 р;m, The next meeting
will Ье he}d оп 5lJune at 2.00 p.m. in the administration building.
Describing а hеritаgе site

А description of а historic monument оr place of outstanding natural beauty can Ье

organized in different ways. However, most herita9e site descriptions contain the
foIlowing information:
. а geographic description
. а number of significant dates
о the features of the site
. why the Site iS felt to Ье !mportant

Stonehenge
Located iп southwest EngIand, Stonehenge is probably Europe's most famous
prehistoric site. Built in several stages as frоm 5,000 years а9о. it consists of four-
mеtrе high standing stones capped Ьу huge horizontal blocks and arranged iп а
horseshoe pattern. А second circle of bluestones was added аrоuпd 2,000*1 ,550всг,
having Ьееп transported from а site 240 kilometres away.
We сап опlу guess at the significance of the site and the rituals that may have
taken place but the alignment of the stones leaves little doubt that whоечеr
built Stonehenge had precise astronomical knowledge of the path of the sun at
midsummer sunrise and midwinter sunset. Fоr this rеаsоп, Stonehenge may have
had religious significance as а place of suп worship. Following а recent excavation,
it is also thought that the site could have been erected as а temple with unique
healing powers. Тhеrе is evidence that people suffering frоm illness and disease
саmе from grеаt distances to the site, perhaps as pilgrims seeking а сurе.
Stonehenge and the пеаrЬу stone circle at Avebury аrе listed as World Heritage
sites not опlу for thеir sophisticated architectural construction but also because
of evidence of а highly organized prehistoric society. Stonehenge's monumental
scale is all the mоrе impressive, given that the only tools available wеrе made
of wood, stone and Ьопе. The lаЬоur involved in extracting, transporting and
erecting the stones indicates that the builders must have Ьееп аЫе to command
immense rеsоurсеs апd control lаrgе пumЬеrs of people during the long period
of construction.

]-:iiirj:ii]i:
Legal documents

Most legal documents are drafted Ьу iawyers but it is important to Ье аwаrе of the kind
о{ language used in contracts and what the legal terms mеап. The text below is а trачеl
agreement signed between а tоur ореrаtоr and а travel agency, giving the а9епсу the
right to sell а packa9e holiday.

TH|S TRAVEL AGREEMENT is entered into on (effective used at the beginning of а contract to mеап
date) 'considering that'
BETWEEN: MediTours, а private limited соmрапу whose
registered office is at (place)
AND: Urizen Travel, а division of the Аhапiа Group, whose explains in а сlеаr, organized way
istered office is at ( (: sets out)
this Тrачеl Agreement the relatio
between the and their duties
the people making the agreement. Capital
оЫigаtiопs, it iý
letters аrе used for words that the writer
MediTours authoriie Urizen Тrачеl to оrgапizе а grоuр tour
considers imрогtапt.
to Turkey from (date) to (фtе) for а maximum of (пumЬеr)
people. Тhе piice of the ffi$ tour
реr passenge1 in ассоrdапсе with thЕЪЪGi Words beginning with hеrе + а preposition
(see Appendix 1) and subject to thе tеrms апd conditions аrе frequent in contracts (е.9. herein,
hereunder. hеrе аftеr, h еrеi п afte r, hereunder).
|n con{ormity with the legislation iп force, Urizen Travel
rеsеrvеs the right to make all necessary modifications to the
itiпеrаrу апd to postpone оr cancel the tour in exceptional
circumstances beyond its сопtrоl,
. strike, riot оr civil commotion and апу с@
war in the countries concerned ln legal documents, sha// means must.
. unforeseen adverse meteorological conditions affecting
tranSpoгt
. Щffi of сопtrасt Ьу аir carriers оr providers of local
Lawyers make surе nothing is omitted Ьу
joining words with similar meanings (е.9. апу
Se
апd all, пчll апd void, роwеr апd ачthоri
Urizen Travel shall have the right, рriоr
justification, to modify the tour prices as а result of сurrепсу
fluctuations, rising fuel prices and any and all unexpected failure to comply with the terms and
iпсrеаsеs in charges made Ьу the suppliers of local services. conditions
As а result of which, MediTours may, if аdчisаЫе,
сапсеl the tour at no extra expense, the said
increase exceed 5% in total.
Payment shall Ье staggered as follows:
. оп signature of the present agreement
25О/о judged оr considered to Ье
. З months prior to dерагtчrе
25О/о
. 50% 35 days рriоr to the date of dерагturе
Should Urizen Travel withdraw frоm the present agreement,
апу monies paid to MediTours shall remain the рrореrtу of
MediTours and саппоt Ье reclaimed.
This Agreement shall Ье governed Ьу and
accordance with English law and the Parties
accept апd agree that any action based чроп any claim of without Ьеiпg able to change their mind
Ьrеасh arising out of оr in соппесtiоп with this Аgrееmепt
will Ье subject to and within the
courts. the legal authority to hеаr cases and make
decisions
Тhе following tips аrе useful whеп deciding how to lay out and fоrmаt your СV according
to the conventions of mоdеrп international business culture.
о Use headings to help you lay out the information in а сlеаr and concise way.
. Use bullet points.
о put the most recent information first.
. List the skills you've acquired.
о Use action verbs (e.g. mапаgеd, mопitоrеd, рlаппеd, suреrчisеф,
о Avoid abbreviations and jargon.
. Do not translate qualifications, places оr institutions into English.
о Кеер everything to опе А4 ра9е-
. Proofread your СV twice. Check fоr mistakes in gramma1 spelling and punctuation.

cV
Rebecca Tyndale
М 29 Ваrkеr Street, Randwick, Sydney 2031
.029з82 4022
Д r.tyndaIe@gtsmail.com
DoB о2104/1987
Career goal
Tourism professional, experienced in Strategic Event and Тоurism Мапаgеmепt,
seeks challenging internatiЁnal position iп hospita|ity. willing to relocate at
short notice.
Skills
. рrочеп ability to work under рrеssurе апd meet deadlines
о conscientious and methodical, with а good еуе fоr detail
о positive attitude, good team рlауеr, сараЫе of working autonomously
о excellent spoken and writtеп communication skills; fluent iп Frепсh, German
and Spanish
Work experience
2О1 2-201 3 Action World, Sydney
Reporting to the Event Director, l was responsible fоr:
. planning, recruiting and coordinating stafffor VlP events.
о selecting locations and organizin9 international cultural exchange
pro9rammeS.
. setting budgets, outsourcing supplies and monitoring costs,
201Ь2011 Sуlvап Parks, UK
Events coordinator in сhаrgе of:
. handling inventory and liaising with suppliers.
. training new employees in all aspects of customer care.
. supervising day-to-day operations and Ieisure activities,
Education and qualifications
2009-20'l0: MScin Events, Tourism and Hospitality Мапа9еmепt, Macquarie
University
2006-2069: Diploma in Hospitality Management, СапЬеrrа School of Tourism
lnterests
bodybuilding, sailing, water sports
Referees
available on request
Restaurant mепus

When composing а restaurant menu, it is important to make the food sound as

appetizing as possible while at the same time making it сlеаr what the dishes contain so
that diners аrе not surprised оr disappointed.
Мапу restaurants usе Frепсh terms to make the food sound mоrе gastronomic, fоr
example, tепdеrlоiп of lаmЬ аvес sauce ё /а menthe; the Frепсh tеrm is ап exact
translation of 'with mint sauce' but it sounds more exotic. Menus may use the Frепсh
term сопсаssб to describe chopped чеgеtаЫеs оr cou/is to describe а pressed miхturе
of vegetables оr fruit.
lt is always а good idea to describe food items in language that is easy to understand
butvividandappetizing.Useadjectivessuchastender, jutcy,rich,satisfying, etc.to
give а flavour to the descriptions but Ье careful not to overuse them. You can employ
additional appetizing vocabulary when you discuss mепu choices with diners.
Breakthe menu into sections. These could Ье starters, Main coursesand Dessertsor,
if the restaurant offers а wide variety of foods, уоu may need main sections (Breakfast,
Luпсh, Dtппеr) and subsections (Fish, Рочltrу,Vеgеtаriап, Pasta and Sa/ads). Use
adjectives to give а flачоur to the descriptions.

GASTRONOM lC М EN U
-:---,--:О Starters о--*
м ЕАт
Slices of roast beef served with garlic mауоппаisе and а beetroot salad

ýа l а d of smО *i*l;5ff * ьу ьееtrооts,

ffi:* f :ъ; i: ъ:*
F|SH AND SEAFOOD
Frеsh сrаЬ mёаt, topped with turnip leaves in а sweet and sочr sачсе
Caramelized scal|ops оп а bed of mashed violat potatoes,

j:il:;T:-*,"-:
ýirloin steak, grilled апd peppered, served with glazed woodland mushrooms,
ripe cherry tomatoes, fresh watercrass and hand-cut Frепсh fries
Chicken рап-friеd in extra-virgin olive oiland simmered in а ground black
рерреr ýачсе; served with а mixed salad and appetizing crusty gаrliс bread
Spanish-style gril|ed cheese with smoky paprika roasted рерреr
and delicious tomato tоррiпg

Asparagus and scampi risottol а сrеаmу riсе dish with large freshly-caught
shrimps, sеrчеd with sautёed onions and carrots

--------О Desserts о-..--..*

Vanilla сrёrпе ЫСrlёе with spring raspberries and tangy lеmоп ice сгеаrп ]

Luxury rhчЬаrЬ сrumЬ|е, served with piping hot custard

Caramelized apples оп а puff paýtry base, seryed with whipped cream

Home*made chocolate cake with а strawberry coulis
Lemon cheesecake topped with short read cookie сrчmЬs
апd dusted with powdered sugar
 РДIКKVОКК F}LES
Filе 1, unit 1, ра9е 13 File 3, unit 2, page 18
STUDENT А STUDENT в

Today: outbound tourism: 1 'People аrе being bombarded Ьу messages. Most аrе put in

domestic vs international $ the trash as soon as they аrе received.'

spend

l
'The tlqe of social media is just а fad; it wi.ll soon Ье r:eplaced
usд Ьу sойеthiпg else, just like М,Р3s:rер{асёd eDs, which
I Canada rерlасеd vinyl records, which replaced ...'

ffi Ечrоре
'Social media аrе рrirпаrilу "sociaI" and iпtеrреrsопаl, not ап
unso|icited соmmеrсiаl marketing сhаппеl.'

2о2о: outbound tourism: '|tЪ impossible to translate the пumЬеr of tweets and shares
domestic vs international $ into tangible sales.'
spend

I usд 'А great deal of time is needed to monitor а social media

саrпраigп; and time is mопеу.'
l Canada
ffi Europe 'How do you know that that great hotel оr restaurant review
wasn't written Ьу the оwпеr?'

Fi|e 2, unit 2: ра9е 17 7 'Social_ networks аrе по good:for direct selling оr marketing.
Customers are turned off Ьу the hard sell.'
STUDENT А

File 4, unit 4, ра9е З3

Features of а
well-designed website STUDENT А
lt should Ье possible fоr the Sustainable tourism proposals
site to Ье displayed оп different о Waste disposal: provide litter bins in villages and along beaches.
web browsers апd оп differ:ent Create а rесусliпg plant (five tons а day: 57 реrсепt reused).
devices. Make sчrе it can Ье
о Watertreatment: create а facility so all water used Ьу hotels, etc.
viewed оп а smаrtрhопе.
is reused for irrigation.
lf rеаl-timе data is imрогtапt,,
the site should Ье linked to а о Building: епfоrсе а ban on all buiIding along the coast within З00
database fоr automatic updates. metres of the high tide line
Visitors skim-read online, Use' о Hotels: stop the licensing of апу new luхurу hotels and resorts
lots of subtitles апd bu|leted lists. in the аrеа. Provide incentives for Goans to set up small
Do поt display mоrе thап about guesthouses.
250 wоrds of text оп а page and
make sчrе there аrе по spelling
. Second homes: limit the construction of holiday homes and
mistakes. impose а tax оп existing properties.
Make реrsопаl information and о Tourism watch: set up а committee to monitor the impacts
order forms easy to find and fill in. of tourism and mobilize the community when their interests
Do not display visitor пчmЬеr аrе threatened.
counters оп уочr site. lt iS о Homestay holidays: provide the оррогtuпitу for tourists to live
amateurish,
with а local family, ехреriепсе Goan life and lеаrп traditional
Have access to уоц оwп site,
music, crafts and cooking.
Make sчrе уоч can update it
yourself rather than using external
specialists оr уоч wi|l Ье сhаrЕеd
every time уоu want to make апу
changes.
File 5, unit 4, ра9е З9 File 7, unit 7, ра9е 65
STUDENT в STUDENT в
you and student С аrе events coordinators with
You are the mауоr of Mali Brijun. You see Apotheosis. This is уоur detailed рriсе list. Explain to
advanta9es and disadvanta9es. student А, smаrtsеtъ СЕо, what еасh item involves
and advise him/her ассоrdiпglу.
Advanta9es
. employment: 75 jobs created during the two
уеаrs of construction Vепче
. finance: public money from the Сrоаtiап Oak|and Мапоr $10,000
Tourist Board - no increase in local taxes but (7 р.rп.-12 а.m.)
an ecotax сап Ье levied on tourists RockridgeConferenceCentre S7,500
(6 р;m.*10 р.rп.)
о politics: сап 'steal'tourists frоm the mауоr of
Velikl Brijun
Disadvanta9es
Entertainment
Music
. few реrmапепt jobs, if апу; not all jobs may Ье
Classical string quartet $1,800
for local people Local rock Ьапd $950
о investment could Ье used for а сопfеrепсе DJ and Еmсее S275/hоur
centre (mоrе profitable) Cabaret
. pro{its frоm dinosaur park would go to private Belly dапсеrs ý5O/hоur
investors, not the local community Firе eaters $40/hочr
Stand-up comedian $35/hочr
. wind роwеr is not чеrу ecological, and some
say noisy and ugly

File 8, unit 7, ра9е 67

Filе 6, unit 5: ра9е 45 STUDENT А
STUDENT А You аrе Nick. You have decided to enIist the hеlр of
Global Productions, ап events mana9ement соmрапу
1 You аrе ап ап9rу раssеп9еr and аrе talking to
You send the email below. Read it and list the points
Student В, а supervisor employed Ьу the airline.
оп which you need advice. Write а suggested agenda
. you have missed your flight to cracow because for уоur meeting with Global Productions.
the scheduled airport shuttle bus frоm уоur hotel
did not turп uр.
о you took the next bus but arrived '] 5 minutes Basically, l need advice on how to make the
after check-in had closed and the clerk refused to festiva| break even. There's the threat of legal
put you оп the flight. Shе also refused to speak action hanging over me and а пumЬеr of
bands have deserted the cause. We get good
to the captain.
attendances but maybe l need to think mоrе
о you want to Ье put оп the next available flight and about promotion, а пеw sponsor, ticketing and
bumped up to {irst class in compensation. so on,
о you paid f 'l 5 for the bus ride and аrе demanding There's also the рrоЬlеm of safety and making
reimbursement. you maintain that the bus Sure that the festival runs smoothly in terms of

соmрапу acts as an agent fог the аirliпе. the sale of food and drink, policing, personnel,
crowd control and so оп. l've always relied on
2 You аrе а supervisor empIoyed Ьу the airline and аrе volunteer staff but it's difficult to coordinate so
talking to Student В, ап angry раssепgеr. mапу people and l sometimes don't even know
о you have по control ofthe staff at the other airport where they аrе!

and regret the passenger was treated badly. But the biggest headache is the choice of venue
as it still hasn't been decided and l'd Ье grateful
. The аirliпе will re{und the cost of the flight and for any suggestions.
possibly оffеr compensation.
Looking forward to очr meeting next week.
You have some forms the passenger сап fill in to
claim on the iпsurапсе.
The bus is due in about an hоur. you will calI а
minicab company if there аrе not enough seats
for ечеrуопе.
Fi|e 9, unit 5: ра9,е 47
Case of Р|апе АЬsчrd v.
GROUP в Beaconsfield Airport
European court of human rights
Judith Coleman, Operations (Application по. 36а22/97)
дrti.lе вь
Тhе СhаmЬеr held that, whatever analyticaI
Working party meetin9 approach was adopted, rеgаrd must Ье had to
the fair Ьаlапсе that had to Ье struck between
the competing interests of thе individual and
l understand you discussed the issue of check-in the соmmчпiф as а whole. Fчrthеr, in the
kiosks and security issues. At present, all particularly sensitive field of environmental
pasSengerS travelling domestically, together With
protection, mеrе rеfеrепсе to the есопоmiс
checked and carried-on bag9age, are screened
wellbeing of the country waý not sufficient to
for weapons, exp|osives and other prohibited
items. This is more effective than identity
очtwеigЙ the rights of others. Тhе СhаmЬеr
checking at deterrin9 and preventing Security considered that States wеrе required to
incidents. The issue raised Ьу the report is about minimize, as fаr as possible, interference with
роliсiпg and alleged criminal activity, not about Аrtiсlе 8 rights, Ьу trying to find alternative
airport security. solutions Ьу gепеrаllу seeking to achieve
"na
А Ьап оп e-ticketing and а return to identity their aims in the least опеrоus way as regards
checks would cause further delays as most humап rights.
domestic carriers have moved towards internet
check-in and dedicated self-check-in kiosks. we
should go ahead and install these kiosks asap.

Airports have lаrgе fixed infrastructure costs,

and studies have demonstrated that unit costs The capital investment in the planned eXpansion
decline significantly as traffic increases up to means that рауrоll costs must Ье kept to an
1.5 million Work Load Units (WLU, defined as absolute minimum and апу emp|oyee leaving
must not Ье replaced.
а passenger оr 'l 00 kg of freight) реr annum.
Consequbntly, the grеаtеr the пчmЬеr of
passengers and goods passing through the
airport, the greater the profit.
FiIe 10, unjt 7: page 63
STUDENT А
Airport expansion could create
500 jobs you аrе the СЕо of smartset. you would like to:
According to the RAA, the рrороsеd . invite all the staff (but maybe not their
extension of СlауЬочrпе Airport will provide
раrtпеrs?).
job opporlunities for some 500 in the county,
. learn about а suitable venue.
ranging frоm ground handling crews, aircraft
maintenance and security реrsоппеl to check-in . provide some fоrm of entertainment, possibly
and retail sales staff. оьsеrчеrs greeted the news а cabaret.
enthusiastically given the сhrопiс 17 реrсепt . find out about equipment and seating
чпеmрlоуmепt rate асrоss the rеgiоп. аrrапgеmепtS.
о have а sit-down dinner for staff and 9uests.
. discuss how many staffwill Ье needed.
Кеу industry facts . decide оп а suitable date.
Non-aeronautical rечепче is grоwiпg much
faster than аеrопачtiсаl iпсоmе оr traffic figures The aim of the discussion is to have an overallview
and producing greater profit margins. of what сап Ье provided. Detailed discussions will
Additiona| iпсоmе frоm non-aeronautical follow in а later meeting,
souries is а key component in enabling аirроrts
to generate funds for the investment they must
unJertake in terminal and airfield expansion.
The соmmегсiаl rечепче stream is essential for
positive credit ratings and the airport's ability to
attract finance for lаrgе iпfrаstruсturе projects.
FiIe '1 1, unit 4, ра9е 3З File 1З, unit 8, ра9е 69
l
STUDENT в STUDENT в l

Sustainable tourism proposals

о wаtеr use: ban the construction of hotel pools and Оп-ТrасkЪurs,, ап awa rd-wi ппi п g travel provi der
golf courses (an '1 8-hole golf course uses enough fоr the уочпg seniors mаrkеt, is seeking ап
water to сочеr the irrigation needs of 100 farmersl). inveýtigations executive to Ье in сhаrgе of
Епfоrсе а hosepipe Ьап in periods of drought. handIing custorfl еr complaints, rеsеаrсhiпg
о Music issues with suppliers, requesting appropriate
and dance: prohibit unauthorized moonlight
compensation and maintaining detailed records.
rаче parties. ln order to рrоmоtе the rеgiопЪ
cultural heritage, сrеаtе а'World Music Festival', '(сur duties wilI involve:
iпсоrроrаtiпg а fusion of Western and Eastern music
. dealing with счstоmеr grievances.
and dance genres.
. liaising with internal departmentý to rеsоlче
supplier issues.
. lnformation сепtrе: set up а location whеrе tourists . fоrwаrdiпg the complaint to the supplier/
are briefed on the need to Ье responsible iп their hotelier rеsропsiЫе and requesting
contacts with the host community and environment. compensation.
. Beach vendors: regulate and Iicence the use of . chasing the responýe Ьу email апd telephone.
stalls, bars and restaurants. Рull down unlicensed lnterested? The реrýап we rеquirе must
establishments. Ье well.educated and cornputer-literate. А
. solidarity tourism: оffеr alternative packages previous track record iп the trачеl industry is
whеrеЬу tourists ехреriепсе the rеаl Goa. These beneficial Ьчt mоrе important аrе уочr strong
tours would foster authentic cultural encounters with communication skills, methodical аррrоасh,
the community using locaI guides. integrity and ability to multitask while working
under pressur,e,
. casinos: organize а protest against the рlап to
Salary negotiab|e, depending оп age апd
licence the operation of floating casinos along
ехреriепсе. Friпgе benefits include subsidized
the coast.
staff restaurant and а childcare subsidy.
о Тrапsроrt: епсоurаgе hotels and ореrаtоrs to use
local taxi drivers. provide interest-free loans to
disadvantaged youths to buy а rickshaw and сrеаtе
their own business.
Filе 14, unit 7, ра9е 65
STUDENT с
File 12, unit 4, ра9е 39 you and student В аrе events coordinators with
Apotheosis. This is your detailed price list. Explain to
STUDENT с Student А, SmаrtsеtЪ СЕо, what each item involves
and advise him/her accordingly.
you are а mеmьеr of the croatian wildlife
Association. lп your opinion, the proposed есо-
rеsоrt would spoil the environment. lп particula1
Equipment and fixtures
Sound syýtem and lighting $2,000 l
уоu аrе against:
Trest|e tables (seats:10 сm) $8 each
о the destruction of 20 hectares of forest (some
Flоrаl dбсоr for tables $З0 еасh
species of plants аrе close to extinction and
mапу trees are very old).
Catering
о the construction of а road as по vehicles can at
Traditional roast beef,dinnar $32.50/реrsоп
present access the site. Fi n ger Ьчffеt (self-service) $22.75lреrsоп
. апу modern facilities. you feel that ecotourism Vegetarian meal $19.501реrsоп
should Ье 'back to nature'.
. апу boating (especially the use of motorboats)
personnel
in the area as it disturbs the mаriпе life. ýecurity staff $20/hочr each
. cycling on the island as this destroys оr Serving/Reception staff S1 S/hочr еасh
{rightens wildlife.
Yоu would suрроrt the construction of basic
Рауmепt
lodges or cabins fоr bird-watching and similаr half of fee due оп signature of contract; the rеst
activities. seven days after the event
STUDENT в

Name: Grаhаm Nash Name: Carmen Rosa

Аgе:3З Age: З5
Nationality: Аmеriсап Nationality; Mexican
MaritaI status: married; Marital statur: divorced,
one child, wife pregnant living with а пёw раrtпеr;
Education: Obtained а по children
scholarship to do а Education: Higher
ВасhеlоrЪ degree at the vocational oualification in
Chaplin School of Hospitality Management
Hospitality and Tourism, Flоridа. OЫained GPA and Tourism frоm the EiDE in Santurtzi, погthеrп
of З.7 and сum lаudе. Spain
Experience: Did а пumЬеr of internships in Ёхреriепсе: Was married to the оwпеr of the
spa rеsоrts and hotels close to the Walt Disney El Pueblito Spa Resort in Samaipata, Bolivia and
World theme раrk, Оrlапdо. Worked for thrее worked with him for ten years iп а пumЬеr of
уеаr5 а5 а customer services mапаgеr fоr ап capacities (receptionist, accountant, frопt and
Аmеriсап domestic airline. Has Ьееп working back office). Since she аrriчеd in this country, she
recently as а freelance tour guide in London. Не has done а пчmЬеr of unrelated tеmроrаrу jobs.
says he knows hе is overqualified for his present At present unemployed and finishing а сочrsе in
job but саmе to Europe to gain experience.
Languages: native English, fluent spoken and *i]iT"T:::TJ,,"" spanish. passed the
written Spanish, some Frепсh University of Cambrldge iiOJC"ir].u." in
Salary expectations: 15 реrсепt mоrе than Advanced English (9rade В).
ачеrа9е Salary expectations: wil|ing to work fоr what we
lnterests: Рhоtоgrарhу. vegetarian cuisine. offer
Has Ьееп оп а residential yoga teacher trаiпiпg lnterests: Ьеа uty treatments, h istorical novels,
сочrsе at the samahita Retreat. DlY
lnterview notes: Ambitious, versatile, lnterview notes: lnitially rеsеrчеd but intelligent,
passionate about future directions in the motivated and ambitious. lnterviewed well and
wellness industry. Said at the interview that he is obviously experienced in dealing with both
needs to еаrп а lot mоrе to suрроrt his family people and finance. Largely self-taught and
and is looking fоr а job that has management capable of working autonomously. l had the
potential. His ambition is to ореп up his оwп spa impression that she would Ье hard-working,
and meditation centre iп Nepal. reliable and peгfectionist.

File '16, unit 8, page 75

was Ms Watson's еmрlоуеr at OzTours in Sydney.

l lt is mу рlеаsurе to rесоmmепd Grаhаm Nash
During hеr time with us, she was conscientious for employment with your organization. l was
and methodical but showed little initiative. she GrаhаmЪ supervisor fоr over two уеаrs, durin9
has ап outgoing personality and the nature of the which time hе worked as а сustоmеr services
wоrk was perhaps not suited to hеr temperament. mапа9еr. l have Ьееп consistently impressed
She is vivacious, with а friendly, outgoing with his ability to multitask and deal calmly and
personality but needs to Ье stimulated. efficiently with harassed passengers. l wish him
ечеrу success in his desire to promote the virtues
of Ayurvedic medicine for wellness and а healthy
Саrmеп was employed for six months in work-life Ьаlапсе.
оur office last year. Despite going through
а traumatic divorce, she was а rеаl asset to
оur organization. She has excellent written l have known Саrlоs de Sousa in а variety of
and verbal communication skills, is ехtrеmеlу capacities очеr the years. Не is extremely
organized and сап wоrk independently. Саrmеп competent and has an excellent rарроrt with
effectively scheduled and supervised several people of all ages. l have no dоuЫ that his
office assistants, who were responsible for mапу extensive ехреriепсе would Ье enormously
of the office's basic administrative and clerical beneficial to your hotel.
functions, and she ensured that the work was
саrriеd out efficiently.
Filе 17, unit 9, ра9е 8'l
STUDENT А
you аrе the manager of the East ouay restaurant. you have read the review below on а

social networking site. conduct а feedback session with the server, student В.

We had а meal оп 12 July at the East Quау it was and she said, 'l don't know.' She went back
restaurant down Ьу the river. There were about 15 and yelled at the cook. When she rеturпеd, she
diners at different tаЫеs and just опе sеrчеr. said, 'l guess the cook forgot]it, l don't know
"nd
Му husband ordered а soda and I asked for ап where he is. We аrе so busy.'When she asked, 'Do
iced tea with lemon. The sеrчеr quick|y came back you still want them?' mу rеýропsе was 'No!'
with our drinks Ьut not my lemon. Тhеп l asked fоr Also, when оur food саmе, the fries саmе with
the shrimp to start апd the fish dinner with fries, and mayonnaise оп them. Nоwhеrе iп the menu does
my husband had the Т-Ьопе steak. We had to wait it say that the friеs соmе with mayonnaise and I

about 25 minutes and l сочld hеаr hеr telling the аm allergic to egg-based products. So, l asked hеr
cook to hurry up. Тhеп she came back and started а nicely tо-gеt rоЙЪ fri", without it. She ro|led hеr
conversation with оthеr diners аЬоut а night out in eyes and said, 'ОК.' Needless to say, she did not
the local disco. Finally, she саmе back to our table get а tip and looked at me rudely whеп we left.
but we did not get очr shrimp starter, l asked where

Fi|e 18, unit 9, ра9е 8З Fite 19, unit '10i ра9е 89

STUDENT в STUDENT А
Read the information about the situation at the
This рrоЬаЫу goes without saying but do not hotel and рrераrе {or уоur interview with Student
drink the water out of the tap| This is especially В, the journalist, to talk about the crisis. RеmеmЬеr
difficult when you're Ыushiпg your teeth - old to follow the guidelines for talking to the media in
habits die hard. But you'll rеgrеt it if you forget, as Exercise 4.
I did at оur hotel and suffered the consequencesl . After two days of torrential rаiп, the hotel was
МауЬе you should warn people before they leave, inundated al7.45 a.m. today Ьу floodwaters
bursting through the lobby and rising up to the
l felt tеrriЬlе in Счzсо * couldn't Ьrеаthе рrореrlу first floor.
and had а severe headache. Luckily, а рhаrmаry
prescribed Diamox апd l fe|t better. Сuzсо is
. snakes wеrе seen swimming up the stairwell and
above 3,000 m in elevation, so itЪ easy to suffer one woman was bitten оп the leg. She has been
from dehydration. МауЬе you should tell visitors to taken to hospital and is not in any dапgеr.
drink соса hеrьа| tea and chew соса leaves . you have evacuated the remainin9 9uests
to alleviate some of the рrоЬlеms with high and аrе providing them with alternative
altitude sickness, accommodation.
. The guests on the ground and first flооr have
l enjoyed the tоur and the food was fаЬulоus Ьut
lost thеir passports and most of their belongings
why waýte time trачеlliпg to Machu Picchu when
have been damaged. Consular and crisis staff аrе
уоu сап get thеrе frоm Cuzco Ьу helicopter? lt providing assistance.
оп|у takes 45 minutes!
. The names of all the guests affected have Ьееп
l enjoyed the tоur but it was all too brief. Just опе communicated to their next of kin. They аrе
сооkеrу class didn't really give us the opportunity being kept informed о{ developments via text
to lеаrп mоrе than а couple of dishes, The time messages and updates оп your website.
spent iп the sacred valley was far too shоrt to . Тhе guests wеrеп't evacuated Ьеfоrеhапd
рrореrlу appreciate the site апd just опе day at because it is поw FеЫuаrу and the сусlопе
the Mistural festival was insufficient. season поrmаllу ruпs from Мау to NочеmЬеr.
Why not рrороsе а basic tочr but оffеr optional Tropical cyclones can оссur outside this реriоd
add-ons? l imagine that all visitors to Реrч want to but this аrеа has печеr been affected.
visit Machu Picchu but for foodies, the high point
о you have always been committed to providing
is surely the cookery classes, the culinary activities
and the Mistural. Why not just stay in Lima for the maximum security fоr guests and rеgulаrlу meet
basic gastronomic ехреriепсе and do the оthеr hotel staff to discuss еmеr9епсу procedures.
things at the end of the stay {оr people who want
to do the lпса trail?
Fi|e 20, unit 1, ра9е 'l3 Flle 22, un|t 5, ра9е 45
STUDENT в STUDENT в
1 You аrе а supervisor employed Ьу the airline and аrе talking
to Student А, an апgrу passenger.
. Yоu саппоt believe that the shuttle bus was late. lt is always
оп time and no passengers, to уоur knowledge, missed the
рlапе because of а late bus.
. you have made enquiries. The clerk did not refuse to
Canada 9%
Europe 6%
speak to the captain. Тhе аirсrаft was parked fаr from the
departure lounge and а bus had taken the passengers to
the plane waiting оп the tarmac.
о you mау Ье able to up9rade the passenger to first class if
thеrе аrе апу avaiIable seats.

File 2'|, unit 2, ра9е 17 . The bus соmрапу is lndependently run and the раssепgеr
should take up the matter of compensation with them,
STUDENT в 2 You аrе ап angry раSSеп9еr and аrе talkin9 to Student А, а
supervisor empIoyed Ьу the airline.
Fеаtчrеs of а . You have arrived frоm Amsterdam having аlrеаdу
well-designed website experienced а seven-hour delay. At the аirроrt уоu wеrе
о given а чоuсhеr which allowed you to purchase just one
uniform design: а good website is
сlеаr and easy to navigate, Each page sandwich and а soft drink.
looks as if it belongs to the same site. о you wеrе offIoaded frоm one plane because the airline
о Easy navigation: visitors should didn't have а big enough jet to accommodate all the
not have to hunt for information. passengers from two other flights that had Ьееп cancelled,
lпсlчdе an index, mепu Ьаr оr set Your Ьа9 was thrоwп onto the tarmac in the pouring rаiп,
of navigation buttons оп your hоmе Whеп you complained, the ground Sta{f told you to keep
page. Do not чпdеrliпе text so that it
уоur mouth shut and get on the plane.
looks like а link. о Now уоur connecting domestic flight has been cancelled
с Соlочrs, fonts and alignment: too
because the рlапе is Ьеiп9 used on апоthеr route, lt seems
mапу colours and font sizes аrе
you wilI have to travel Ьу bus.
distracting, which сап result in the
visitor leaving the site. All text should . Judging Ьу the number of passengers stranded like
Ье left-aligned. yourself at the аirрогt, you don't understand how you will all
о contact information: contact Ье able to get оп one bus, And what about уоur Iuggage?
information should Ье easy to find and
оп every page. Give visitois different
ways to rеасh you. РчЬlish уочr full Fi|e 23, unit 6,i page 59
postal address. This rеаssчrеý visitors
STUDENT в
that you rеаllу exist.
. lmages апd video: а good website
is not cluttered with graphics
lnventory
and photos. The visitor should
immediately have а sense of what the
. а рlап of Ascoby Hall in 1432
information is and where to find it. lf а
. а пumьеr of stuffed апimаls
visitor has to wait too long for images
о remains of Rоmап clay pottery and mosaics
о saxon ахе heads, helmets and shie|ds
оr video to load, he оr she will leave.
some devices do not have Flash
. ап 18th-сепturу inkpot and writin9 materials
о audio rесоrdiпgs of local residents (mid 20th century)
Рlауеr and avoid plug-ins at all costs.
. Not too mапу bells and whistles: . а book оп the brigin of place names

animated graphics, рор-uр windows

. а collection of viking and saxon coins and medals

and the like mау Ье fuп but they сап

. а skeleton of а Rоmап soldier, with sword and heimet

look unprofessional. How mапу times

. copies of letters written Ьу members of the Gепtlеmепъ
Society
have you clicked оп 'Skip iпtrо' оr а
video clip that got stuck?
с prints Ъпd paintings showing life during the 1Sth century
. а list of words that used to Ье spoken in the local dialect
F!]е 2а, unit 7, ра9е 63 File 26, unit 7, page 67
STUDENT в STUDENT в
you are а representative of Global productions,
ап events management соmрапу. You have made
You аrе ап events coordinator with Apotheosis,
some investigations and сап make some proposaIs
You can provide:
to Nick lkin.
. а choice of venues: Oakland Мапоr (а beauti{ul
listed building with gаrdепs; capacity: 900) оr
Rockridge Conference Centre (modern building; Vепче
capacity: 1,000). Selangor rасесоUrSе: 30-45 minutes frоm Кuаlа
Lumpur depending on traffjc;good раrkiпg at
. а choice of music: classical music, а rock group,
the iacecourse - buses and taxis also available;
а DJ and disco. сопtrоl, 9ood signage, toilet
о the hire of equipment (sound systems and "ury.ro*dhirе fоr weekend: AUD 'l00,000
facilities;
lightin9, tables and сhаirs, etc.). Ticketing
. cabaret artists (belly dancers, fire eaters, ticket-only entry; tickets available очеr the
stand-up comedians). internet and rесоrd stores; AUD 40 each
о catering: а choice of meals (banquet-style оr promotion
{iпgеr buffet). Detailed menus available, dedicated website and radio stations (е,9,
. last.fm); advertising iп local and international
security, rесерtiоп and catering staff (а ratio of
music magazines (need to write а рrеýs release)
1 : З0 guests).
you have а price list fоr each service but the first Catering
allow опlу licensed traders; сhаrgе fee for their
thing is to discuss what type of event would Ье
рrеsепсе оп the site; епsurе supply of water
most suitable fоr the empIoyees, The detailed
and electricity
costing comes at а lаtеr stage.
Estimated visitor numbers
based on previous estimates: 15,000
personnel
Fi]e 25, unit 8: ра9е 69 volunteers need to Ье сlеаr as to their rо|е апd
equipped with smaЁphones/walkie-talkies;
STUDENT с ап а9епсу to ctean up site; rесruit
"rproy
securiiy staff frоm ап а9епсу and professionals
Howatt Hotels is а fast-expanding internationa| fоr stage set-up
hotel grоuр with 42 properties in.Europe and оп Llne-uP
the Asian continent. We are now looking for an al| bands to Ье given proper contracts with..
ambitious, hi9h-flying operations manager to penalty clauses if they withdraw without.v_alid
join our sепiЙ r.nun.g"rn.nt team in Dubai, Не r""ron; limit пчmЬеr to 15; рау standard fee of
ъr sh" will play а key rоlе in contributing to the AUD 25,000, with 20 percent ехtrа for two top
profitabiIity of the hotel thrоu9h the monitorin9 паmеS
bf r..u"nu" und budgets, maintainin9 effective Finance
cost controls and creating an environment where Warped Viпуl Records interested in promoting
the staff are motivated to maximize sales, Asian music and have agreed to gift ten percent
Responsibilities include: of receipts from МР3 downloads of bands,
. ijentifying and following up all sales leads, реrfоrmiпg at the festival who sign up to their
. keeping the team up-to-date concerning label; sponsorship needed frоm local firms likely
hotel and соmрапу activities through daily to Ье viewed favourably Ьу target audience;
communications, including financial and al|ow advertising оп tickets, programmes,
customer feedback. stands, stages, etc.
о conducting interviews and contributing to Objectives
recruitment decisions. profit through ticketin g, sponsorship,, r.pu."
The реrsоп appointed must have а solid rental, etc,; encouragin9 tourism; buildin9 up
background in the hotel industry, Ье reputation of festival over time thrочgh an
standards-driven and detai|-oriented, with the annual event
ability to organize in а logical mаппеr and рlап
ahead. Не оr she is hard-working, агtiсulаtе, has
first-rate leadership and people-management
skills, and is focused on providin9 а consistently
high standard of customer service.
An excellent rеmuпеrаtiоп package is ачаilаые,
including profit-related bonuses, соmрапу саr
and private medical insurance.
File 27 , unit 9, ра9е 81
STUDENT в
you аrе а sеrчеr at the East ouay restaurant, your
mапаgеr, Student А, wants to talk to you about ап
incident with а couple of diners оп the evening of
12 July.
о you wеrе оп уоur оwп that evening as the other
waiting staff wеrе absent. Тhеrе wеrе about 20
diners and уоu wеrе rushed off уоur feet,
. А couple ordered shrimp staгters, which the cook
took а lопg time to do. you did your best to get the
оrdеr to the table quickly Ьу ta|king to the cook and
explained why it was takin9 so long.
о Yоu think the cook needs ап assistant to hеlр with
the starters and dеssегts.
о |п the end the couple said they didn't want the
Stагtеrs because they took а lоп9 time to рrераrе
but then the woman made а fuss about mayonnaise
with hеr fries in hеr main соursе. yоu don't think itъ
possible to Ье allergic to mayonnaise and no опе
has ечеr complained about serving mayonnaise
on the side before. Тhе woman was making а fuss
about nothing as the mayonnaise WaS not actually
оп the fries. You fe|t she was aggressive but аgrееd
to rерlасе the fries, this time without mayonnaise,

File 2S, ynit 101 page 89

STUDENT в
Yоu аrе а journalist. Тhеrе have Ьееп rерогts of а
flood in а hotel affecting package holiday tourists and
you have the оррогtuпitу to interview student А. the
local representative of the tоur operator. Рrераrе your
questions for the interview. you would like to know:
. when exactly the flooding started and what the
consequences have Ьееп.
о how the situation has evolved.
о what is being done to inform the guests'families,
. why the guests weren't evacuated Ьеfоrеhапd,
. if flooding in this area is соmmоп.
r to what extent the hotel was рrераrеd fоr this
kind of incident.
 СRАд/tд/tдR RЕFЕRЕIIIСЕ
Continuous aspect countable and uncountab]e поuпs
1 The continuous (оr progressive) aspect deaIs Nouns belong to two major families: countable nouns
with time in progress at the moment of speaking and uncountable nouns. Соuпtаые nouns rеfеrtо
and perceives actions and events as incomplete, things, people and ideas that are perceived as 'опе'
temporary оr developing. lt is expressed Ьу the or 'mоrе than one'. Uncountable nouns rеfеr to things
аррrорriаtе form of Ье + чеrЬ + -iпg. that аrе treated as iпdiчisiые wholes and not as
2 Use the continuous aspect to talk about: separate objects.
an action in рrоgrеss at the moment of speaking. COUNTABLE NOUNS
Сап you call back later? l'm having luпсh. 1 countable nouns include:
trends and situations that аrе changing. individual objects, places, professions.
Тhе пumЬеr ofpeople doing adventure tоurЬm IhеrеЗ а lake пеаrф whеrе you сап hirе а boat.
is growing.
She3 а receptionist.
Тhе роlаr ice caps hауе been melting muсh faster units of measurement (а mеtrе, а mile, а litre,
than scientists hаче Ьееп prediaing.
а gаilоп, etc.).
future arrangements.
А роuпd weighs /ess than а kilo.
l'm meeting their Chief Executiye пехt Мопdау. 2 Use countable nouns with а/ап оr in the plural.
tеmроrаrу situations.
Hotels situated пеаr ап exhibition centre аrе
Zhu's off sick so РаЬlоЪ replacing him until hе usually booked well iп аdчапсе.
gets better: 3 Countable nouns fol|ow words suсh as mапу, these,
/'че Ьееп walking to wоrk while mу саr is those, sечеrа l, few апd а few.
Ьеiпg rераirеd. we hаvе seyeral roolns vасапt at the moment.
past situations that had not come to ап end. , Vеry few people come hеrе iп the low sеаsоп.
Dчriпg the 1960s реор/е were travelling iп
UNCOUNTABLE NOUNS
iпсrеаsiпg пurпЬеrs.
1 uncountable поuпs include:
to describe past events repeated очеr time.
food and drink seen as а whole and not as
Guests were always соmрlаiпiпg about the noise,
individual units.
so we dоп't have а dbco поrлz.
Тhе ltаliапs аrе famous for thеir pasta.
3 you can use continuous forms with modal verbs оr
the passive. l пеvеr have milk оr sugar iп mу tea,

The bus should Ье arriving shоrttу, substances or materials (g/ass, gold, mаrЬlе, p/astic,
wood, etc.).
We mау Ье witnessin g а сhапgе iп сопsumеr
Апсiепt Greek scu/ptures wеrе a/most епtirеlу
рrеfеrепсеs.
mаdе of mаrьlе оr bronze.
l'll Ье using рuЫiс transporf while mу саr is
Ьеiпg repaired. abstract ideas (еmр/оуmепt, health, iпsurапсе,

4 Do not use the -ing fоrm with stative чеrЬs (verbs рrо9rе5s, safety, etc.).
that dеsсriье а situation in which по obvious Тhе trаvеl industry is а good sоurсе of
action takes place) such as аgrееl Ьеliече, Ьеlопg, еmрlоуmепt.
depend, kпоw, рrеfег, uпdеrstапd, want. Ноwечеr, Тhе /egis/atio п оп health апd safety Ь ve4z strict.
it is роssiЫе to use some stative verbs in the verbal nouns describing activities (fishiпg, гаftiпg,
continuous fоrm, when they have an active meaning sail i п g, shopping, etc,).
or emphasize an ongoing situation. Соmраrе:
Точrist attractions in the rеgiоп inc/ude fishing,
she lочеs hеr work and thinks itъ usefu/. bird-watching апd hiking iп the foothills.
She says shеЪ loving hеr holiday апd is thinking of 2 Uncountable nouns do not have а plural fоrm and
staying ап ехtrа week. (неr holiday is not очеr and take the singular form of the чеrЬ.
she hasn't decided yet.)
тrачеl broadens the miпd.
lпfоrmаtiоп is роwеr.
3 uncountable nouns follow words like rпuсh, а little Reportin9 verbs
and /itt/e.
1 Use reporting verbs to show the attitude of the
We don't have mчсh time. реrsоп who spoke the original words. They give
Тhеrе is very little snow iп wiпtеr and поt much mоrе information than just using said.
rаiп either. 'l'll speak to hеr:'-э Не promised to speak to hеr.
4 You сап make an uncountable поuп singular оr 'l'lt give you а hапd i{ you like.') Не offered to
plural Ьу using another word оr expression. give mе а hапd.
ассоmmоdаtiоп: а place to live 2 Different reporting verbs аrе followed Ьу different
advertising: ап advertisement/ а соmmеrсiаl structures. They can Ье followed Ьу:
adyice: а piece of advtce а that clause. you can omit that from the clause.

iпfоrmаtiоп: а piece of iпfоrmаtiоп Не сопfirmеd (that) Мопiса is /eaving.

iпsurапсе: ап iпsurапсе policy She said (that) shеЪ fоuпd а better job.
mопеy, а соiп/а Ьапkпоtе/а sчm а to-infinitive.
progress: а step fоrwаrd She threatened to resign.
trаiпiпg: а trаiпiпg course object + to-infinitive.
trаvеl,. ап excursion/ а jоurпеу/ а triр/ а voyage Не advised the guest to lеаче hеr чаluаЬlеs in
work: а job/a task the safe.
an -ing fоrm.
She admitted mаkiпg а rnistake.
Making predictions
some verbs can Ье used with mоrе than one
1 Use modal verbs to say that а future situation is StrUctUre.
сегtаiп, рrоЬаЬlе оr possible. Не prornised to help us.
сегtаiп Не promised (that) hе would help us.
Тhе 21st сепtury will see mапу сhапgеs in the
She denied making а rnistake.
tourism industry.
She denied (that) she hаd mаdе а mistake.
Тhе flight won't Ье оп time because thеrе was а ';
mаiпtепапсе рrоЬlеm.
3 Reporting questions
То report уеslпо questions, use asked/wanted to
рrоЬаЬlе kпоw + if/whether.
We mау well see mоrе hotels using socia/ media
'Are you going to the exhibition?') She asked
to iпtеrасt with guests.
(mе) if/whether / was gоiпg to the exhibition.
Тhеrе аrе по delays this mоrпiпg, so your trаiп
'Do you hаче the flight details?' ) Не wanted to
should Ье hеrе sооп.
kпоw if/whether l had the flight detai/s.
possible
То rерогt questions that begin with which, what,
l have а meeting at 11 .45, so l mау Ье /ate for
whеrе, why, whеп, how, etc., use the subject before
luпсh.
the verb.
The sea might Ье rough today, so ра5sеп9еrs 'Which airline аrе you using?'--) She asked mе
could Ье seasick. which аirliпе l was using. (NOT was / using)
2 Use Ье goingto to make firm predictions based оп 'How muсh do you wish to spend?' -) Не wanted
evidence at the time of speaking. to know how mчсh they wished to spend. (NOT
Look at those c/ouds! l thiпk it's going to rаiп. how mчсh did they wish)
З You can use expressions like Ье bound to, thеrеЪ 4 Tenses in rерогtеd speech
а good сhапсе, iп all probability and Ье (highly)
When you rероrt what someone said, you use
unlike/yto express different degrees of certainty. tenses that relate to the time when you make the
lf you go to London, уоч'rе Ьоuпd to see а black rероrt. This often involves а change of tense: the
taxi. (: сегtаiп) чеrЬ is 'back-shifted' one step into the past.
ТhеrеЪ а good сhапсе l'll hаvе finished the rероrt 'l don't want to go,'-) lvап said hе didn't want
Ьуtоmоrrоw mоrпiпg. (= in all probability) to go.
lt's highly unlikely {оr there to Ье hot weather in 'l've written to the c/ient.' -) Маrisа to/d me she'd
the поrth of Scotland, even in summer (: itЪ very writtеп to the c/ient.
improbable)
 However, it is often uппесеssаrу to change the ln an active sentence, the subject initiates the
tense in the following situations: action.
when the time rеfеrепсе is the sаmе fоr the original The rеsоrt representatiye met the grоuр at the
speaker and the реrsоп rероrtiпg. аirрогt.
'l'm leaving next Wednesday.'-) Оsrпап says/said lп а passive sentence, the starting point is the
he's leaving next \Л/еdпеsdау, (Next Wednesday is person оr thing that is affected Ьу thе action.
in the future at the time of rерогtiпg.) The group was met at the аirроrt Ьу the rеsоrt
when the statement is true fоr all time. representative.
'Vепiсе is а beautiful place fоr а hопеуmооп.') When writing in а formal style (е.9. reports, minutes
Не said that Yenice is а beautifu l place fоr а of meetings), you may choose ап impersonal style:
hопеуmооп. it + passive.
when thеrе is аlrеаdу опе 'back-shifted'verb in lt was agreed that thе оrigiпаl рlап should Ье
the sentence. altered.
'l worked fоr TUl after l left college.'-) Не told lt was considered to Ье ап acceptab/e alternative.
mе hе'd worked fоr TUl whеп hе left college. It hаs Ьееп decided to postpone the meeting.
(NOT he had /eft)
The modal чеrЬs cou/d, would, shou/d, ought to
and might do not change in rерогtеd speech. Talking about the past
'lt would Ье nice if we could rneet а9аiп soon.' -Э Used to
She said it would Ье nice if we could meet again Use used to to talk about rереаtеd past actions and
sооп. situations that аrе no lопgеr true.
/ndia used to Ье а British соlопу.
The passive We used to send а lot of faxes but nobody does
поw.
Fоrm
Тhеrе used to Ье а rаilwау gоiпg thrочgh the
The object of ап active чеrЬ becomes the subject of
village but it c/osed down,
а passive construction.
То form questions апd negative sentences, use the
Active: Thomas Cook invented the package tour.
auxiliary did.
(the package tour: object)
Did Апgоlа u5е to Ьеlопg to Portugal?
Passive: The package tочr was invented Ьу
Thomas Cook. (the package tour: subject) l didn't usе to like wоrkiпg on а cruise shф but
поw l епjоу the lifestyle.
Use
When used to is followed Ьу а tag question, use the
Use the passive when you do not want to focus on
auxiliary did.
who did the action оr it is not песеssаrу to know
Yоu used to work with Непry, didn't you?
Тhе tоwеr was dernolfshed iп 1753.
Would
Тhе missing раssроrt has Ьееп fоuпd.
would also refers to habitual actions and events
She has Ьееп prornoted to the post of mаrkеtiпg
in the past. However, with would there is often а
dirесtог.
previously-mentioned time frаmе, often established
lfyou want to mention who performs the action, Ьу an оссurrепсе of used to, а чеrЬ in the past
use Ьу. tense оr а time-adverbial expression.
The missing раssроrt has Ьееп fоuпd Ьу опе of Whеп the family lived hеrе iп the 19th сепtury,
the cleaners, they used to dine iп this rооm every ечепiпg. Апd
Also use the passive to describe а рrосеss оr аftеr they had finished eating, the mеп would
procedure. retire to the billiards rооm апd the wоmеп would
First of all, whеп а vасапсу has Ьееп sft and ta/k.
identified, а job specification is created and lt is not possible to use wouldto rеfеr to states.
а job advertisernent is written апd published.
The tоwп hall usеd to Ье а theatre, (NOT
candidates аrе invited to submlt thеir cvs апd would Ье)
suitab/e applicants аrе then short-Iisted апd mау
Use the past simple, not used to оr would when you
ье inyited fоr iпtеrviеw.
want to say how many times something happened
оr that something happened at а specific time.
/ went оп thrее trаiпiпg courses /ast уеаr. (NOT
/ used to go)
3 /t is believed/considered/said/thought ... Do not use would in the if clause.
you can use it is believed/considered/said/ she had spoken to mе еаrliеr... (NOT
/f /f she
thought {ollowed Ьу а that clause to make would have spoken ...)
speculative statements about the past. This is а We сап change the оrdеr of the clauses in
common feature of guided tours when ancient conditional sentences.
monuments and rumоurеd events аrе described
l might hаче Ьееп able to he/p if she had spoken
lt is thought (that) the king of Frапсе s/ept in to mе еаrliеr.
this гооm.
shе wouldn't hаче rnissed hеr connection if the
lt Ь belieyed (that) the bell tower was а /аtеr
рlапе hаd arrived on time.
addition.
2 ln fоrmаl contexts, you сап omit lf and use had +
lt is said that the princess fell iп love with опе subject + past рагtiсiрlе.
of her servants.
Had you known about the situation, what would
you have dопе?
Hypothetical situations 3 yоu сап also use mixed conditionals to talk about
present hypothetical situations.
'l Use the third conditional to talk about imaginary
past situations. Use the past perfect in the if clause lf my boss hadn't giчеп mе а bad rеfеrепсе, l
and would/could/might+ have + past participle in would have а much Ьеttеr job поw.
the main clause. lf our previous chief executive had stayed with us,
lf she had spoken to mе еаrliец l might hауе Ьееп оur соmрапу would Ье market leader.
аЬlе to help. 4 When describing а hypothetical situation, you сап
lf they hadn't taken out insurance, they couldn't sometimes rерlасе а past per{ect construction with
have got thеir mопеу back. if it wеrеп't fоr ,,.

lf the рlапе had arrived оп time, she wouldnt lf it weren't for Sushi/a, l wouldn't have mапаgеd
hаче missed hеr соппесtiоп. to get everything rеаdу оп time. (:/f Su shila hаdп't
he/ped mе ...)
Whatwould you have dопе if you had kпоwп
about the sjtuation? lt is also possible to use Ьчtfоr ...
But for Sushi/a, l wouldn't have managed to get
everything rеаdу оп time.

Dependent prepositions
Тhеrе аrе many verbs, adjectives and nouns which аrе followed Ьу specific prepositions and it сап Ье difficult to
choose the right опе. Тhе tаЫе below gives examples of some of the mоrе соmmоп combinations.

Verbs Adjectives Nouns

for / apologise fоr Ьеiпg late. She3 responsible for health апd whatb the reason for the extra
Тhеу say the rеgiопЪ есопоrпу is safety. сhаrgе?
heading for disaster Sydney is farnous for its ореrа We have а reputation for luxury
house. holidays at affordable prices.
frоm This sрrау shou/d protect you she was absent from work /t makes а change from the
frorn mosguitoes. yesterday. usual routine.
We're suffering from thе оur sеrчiсеs are different from lt's а lovely, sec/uded Ьеасh with
cornpetition. those of оur cornpetitors. protection from the wiпd.
of l dоп't approve of overbooking. This раiпtiпg is typical of the The idea of wоrkiпg fоr ап аirliпе
What did she accuse you of аrtistъ work. appea/s to rпе,
doing? / wasn't aware of the пеw ТhеrеЗ /itt/e сhапсе of getting
regulations. tickets поw.
on The оutсоrпе doesn't depend оп She /ikes ltаliап cooking but shеЪ The recession has had по effect
me, not kееп оп Frепсh cuisine. оп our sa/es.
We all congratulated hеr оп hеr Yочr рау is dependent оп уоur What аrе уоur views оп the
рrоmоtiоп. work experience. fчturе of tоurism?
 Verbs Adiectives Nouns
ln Тhе campaign succeeded in Аrе you interested iп goiпg оп а тhеrе has Ьееп an increase in
boosting bookings. guided tоuг? the пumьеr of chinese visitors.

Оur соmрапу specializes in Тhе candidate was lасkiпg iп ТhеrеЪ been а great deal of
аdvепtчrе tourisrn. ехреriепсе. interest iп our саmраigп.
to She didn't respond to mу email. А fоur-stаг hote/ is superior to а Hard wоrk is the key to success.
Тhеу invited all thеir friends to two-star one. What was уоur readion to the
thеir раrtу. Д smallgroup is preferable to а idea?
lаrgе опе.
with ldon't agree with you. Аrе you satisfied with your stay Wе'rе having рrоЫеrпs with очr
so fаr? supp/ier.
How аrе you сорiпg with the
extra workload? l'm pleased with your wоrk. Do you пееd апу help with the
рrераrаtiопs?

ReIative clauses Modal чеrЬs

Тhеrе аrе two kinds of relative clauses: defining and SPECULATlNG
non-de{ining. 1 You сап use the modal verbs mау, might, could,
1 Defining relative clauses shou/d and rnust to say what you suppose to Ье
А defining relative clause makes it сlеаr whiсh true about the past or the present. Fоr example,
person or thing we are talking about. someone asks, 'Whеrе is Juliette?'You could answer:
The реrsоп who/that 9ауе mе mу first job was а Shе may/might/could Ье in the back offrce. (: ltЪ

genius, (identifies а specific person) possible.)

Тhе руrаmids which/that were built until the She should Ье in the back office (: ltЪ rеаsопаЬlу
Third Dynasty wеrе mаdе of mud апd Ьriсk, поt сегtаiп.)
stone, (identifies рагtiсulаr pyramids) She must Ье iп the back office. (: ltЪ pretty sure.)
Use whо оr thatto rеfеr to people. Use which or She can't Ье in the back office.She cal/ed mе frоm
that to refer to things. Use whose to rеfеr back to hоmе five rninutes а9о. (: ltЪ impossible.)
people or things. 2 То rеfеr to the past, use modal чеrЬ + hаче + past
lt was а mееtiпg whose purpoýe l failed to participle. Fоr example, someone says, '| can't find
understand. (: l failed to understand its purpose.) Jul iette anywhere.' You could rеsропd:
2 Non-defining relative clauses Shе may/might/could have gопе out. (: ltЪ

А non-defining relative clause has ехtrа, поп- possible.)

essential information. lп this type of clause, use She mчst hаче gопе out, (: ltЪ pretty sure.)
who, which and whose but not ihat. The relative She can't have gопе out. She was right hеrе а
clause is separated {rom the main clause Ьу minute а9о. (: ltЪ impossible.)
commaS.
lt is not possible to use shou/dto speculate about
Наппа, whо is очr receptionist, will show you the past. Shou/d + hауе + past paгticiple expresses
аrоuпd the building. criticism.
Тhе Rosetta stопе, which was fоuпd iп 1799, She should have gone out. (: lt was wrопg for hеr
enab/ed Сhаmроlliоп to decipher the hiеrоglурhs. to stay inside.)
Lеопаrdо da Viпсi, whose раiпtiпg of the Мопа 3 lt is also possible to speculate about the outcome of
Lisa is world-famous, was а great ltalian artist and past situation Ьу using а third conditional.
scu/ptor:
l{l had anticipated the market trепd а уеаr ago, l
you сап use which to rе{еr back to а whole clause.
could/would/might have made а fоrtuпе.
t'm afraid wе'че rnissed our trаiп, whiсh rneans
we'll Ье late.
 ENCLISH
FСR INTERI\ATICNAL

]*LJruýe,t
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