POET emeteocsstonen teres BUSINESS & FINANCE David Walker Juan Manuel Rubio Santana Includes: ° Writing Guide ¢ Vocabulary BuilderContents Page 1 nN fice Orientation Time Glock Regulations 44 Finding Your Way Security in the Workplace 46 2 12 Office Routines 8 Customer Service 48 Purchasing Office Equipment 10 Handling Complaints 50 3 13 Using Voicemail 12 Market Research 52 Using the Intranet 14 Marketing Strategies 54 4 | fia | Handling Mail 16 Cash Flow 56 Using a Courier Service 18 Accounting 68 5 15 | Shipping 20 Banking 60 Import and Export 22 Insurance 62 6 | 116 Receiving Calls 24 Global E-commerce 64 Following Up on Messages 26 Dealing with Suppliers 66 0 7 Scheduling Meetings 28 Training 68 Booking Off-site Events 30 70 8 Planning Meetings 32 rR Taking Minutes 34 Strategy Planning 7 9 19 Orgarising Exhibitions 36 Applying for a Job 76 ‘Attending Business Events 38 Interviewing 73 | 10 20 Making Travel Arrangements 40 Preparing a CV 80 Booking Hotels and Restaurants 42 | | wetingacv 82 | Pairwork Appenaix 84 | wating Guise 401 | Vocabulary Builder 113> Getting Started: Vocabulary (page 113) ) 1 Read the e-mail. Then complete the diagram below. Dear Ms Morgan, Welcome to Top-Sport. I'd ike to describe the structure of the company to you. Mr Bruce Larson is the CEO. The company has got four departments: Marketing, Finance, Operations and Human Resources. Each department is headed by a director who is in charge of the staff under him or her. Mrs Lucy Grant is our Marketing Director. She has got four marketing managers who are in charge of the sales teams. The Financial Director is Mr Edward Brown. He heads a team of financial supervisors. Each supervisor has got an accounts assistant. Mr Gerald Trent is our Operations Director. The Operations Department has got a number of production teams headed by team leaders. They plan and develop our various products. Our Human Resources Director is Ms Sally Bumes. Under her is the Personnel Manager, who has got a group of assistants, ‘Attached is a diagram of the company organisation. | hope it will make things clear. Good luck in your new job! Eve Clark Senior Administrative Assistant, Chiet E Human Resources eens Geet ferns Geet Human Resources ReaD) fom} srl olhiiey 2. The Senior Administrative Assistant (A) at Top-Sport is speaking to a new Junior Administrative Assistant (8), Listen to the dialogue and fil in the missing words. A: Thisis your... 0/6, Lisa. t hope you've got everything you need. B: Thanks A: Lot me describe where everyone in tha office sits- As you can see, Human Resources is here on the ?..qh 2.5. nn fl00r. B: And I'll be working in the HR Departrent, right? A: Yes, your job will be to assist the Personnel Manager and her staff. B: | see. A: Markating igyalso on this floor. The Operations Department is on the second floor. Its a®..... ADO... department, so, ve got their own floor. Tho randa Doarmens entre’ PARA. toor B: Where do the senior management sit? (A: They're also on the third floor. Bruce Larson, the CFP, is’ room 301 Julie Black, his personal assistant, is in room... 50. uy. B: OK. | hope | remember all this. 7 i A ‘me explain to you how to use the photocopier and the © Lady. Wnts Don't worry. There's a map of our facilities in your ite Now let23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. ‘a 4. Read the dialogue in Exercise 2 me and complete ti 1. Usa is going to work in the. oe 2. The Human Re rent and di are both on the... of 5 3. The whole. ine floor is for the 0, 4 rane eae nara WCE oO. work on the 5 5, The CEOS fe arnt} #8 ipr00m 202. pavers Mole Working with Vocabulary 5 Listen and repeat the positions in colour in A. Then match A to B to form sentences. +) A 4.8 1, The Financial Director -2 a. isthe head of the company. 2, The Marketing Director... LZ b. plans how to sell a product. 3. The Chief Executive Officer (CEO) A, c. manages the company's money. j 4, The Operations Director .. & 4. travels to diferent places to sell products. f 5. ASenior Administrative Assistant... ©. finds new employees. 6. The Human Resources (HR) Director .. manages the production of goods. 7. ASales Representative (Rep). 9. are all the workers of certain company. 8, The Head of IT... h. does office work: 9. Thestaft. © 1. looks ater he company’s computers. Liston and repeat. Then use the positions to complete the answers to the questions. «) Personnel Manager + Production Team Leader + Senior Management Financial Supervisor + Personal Assistant (PA) + Accounts Assistant + Junior Admipistrat Ast, 1, You would lke to meet the CEO. Who will you talk to? Her A. Rms vb & and you ld et to ae on holiday. Who will you go to? a ee tS / i You need someone to crate dimen ‘Who will do it? A. Moangath bh alatbel wt Whim 4, The company has come up, idea for a new product, Who, will be in charge of developing it? A. Prerducchiy eae Feed 5. You need someone to manage the companys money records. Who wil do it? Pou Executive Tho baregecelad Sogo te Officer (CEO) = 6. You need someone to check monay records eee eee ne ts. Who. pours eer Eplunda. hk aa t i would like to do ee the company. Who will you meet with? The > Gana Al YL WA ew 7 Listen and repeat the actions in colour. Then circle the correct answers. <) 1. sell: a.ajob b.’a product 2. hire: anew plans (Bj new employees 3. explain how 7 tou o 2 aahachine __b.@ department describe: a, aname ‘Ba problem 5. develop: av alproduct —_b. ane-mail 6. bein a charge of: a. a department b. a day 7. assist: a-dimanager —b. an office OoFinding Your Way “ (Getting Started: Vocabulary (oage 113) ) 1 Read the two e-mails. Then complete the floor plan below with as many room numbers as you can. 4) Dear Mr Rogers, Your interview next week is with the Marketing Director. His office is on the second floor, Room 207. It's the last room on the When you come out of the lift, you will be in front of Room 202. Turn right. Then, tur left and walk down the corridor past the Conference Room. I sit in room 206 which is opposite Room 207. Please come to see me first. There are some forms you have to fil in before the interview. Took forward to meeting you. Sincerely, Kelly Sanders Marketing Department Dear Ms Gleason, Your interview next Tuesday is with the Human Resources Director. Her office is on the second floor, Room 203. When you come out of the lift, turn left. Then, turn right. Room 203 is the second room on your left. Sincerely, Lisa Jones Human Resources 2. Two visitors (A and D) at a company are assisted by employees (B and). Listen to the dialogues and circle the correct answers. 4 1. A: Excuse me. I've got an appointment with Mr Chandler at Cosmic Electronix. B: He's in room 1417.1417 at the ond of the corridor.When you get out of the lift on the ‘Court fourteenth floor, tur right and then Tt A: And where's the lift? B: t's over there, opposite the stars. ‘A: One more thing kG@uestion) How do | get to the toilets? — “There are toilets here in the lobby, next to the it. ‘Thanks for your help! You're welcome. 2 Q o> Good morning, Mrs Landy. Welcome to Cosmic Electronix. 'm Amy Adams,~ production team * member /Jeader. D: Nice to mest you, Amy. Your offices are lovely : Thank you. Would you like something to drink before your meeting with © Mr Cariyle Mrs Carlyle?) No, thanks. -—— Then I'll show you around our offices and introduce you to everyone. D: That would be nice Llovely. ) C: The Operations Depariieft is on the top floor, so we'll take the lf D3. Practise the dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogues in Exercise 2 again. Then write T (true) or F (false) next to the sentences. Correct the false sentences. 1. , MrChandle’s offige js on the fourth floor, Cviolnextito theiitt. rahe y 2. There are toilets on the ground floor 3. Mrs Landy likes the offices. Mrs Landy wants a cup of cotfee before: the mestina. re ee > XK l i hated sz wl..cxgl |” 5. Amy is taking Mrs Landy to the ground floor.Working with Vocabulary 5 Listen and repeat the words. Then use them to complete the sentences. 4) reception + ground floor + lobby « top floor conference room * maintenance + warehouse cafeteria + car park + toilet + kitchen stockroom oH 1. We will need the Cera)fallsst. or our ‘meeting on 27th March at 10.00. 2, Yougo nto a bulgpg 09 the 3, Theres sa prs dad a women's Fela on every floor of the building, 4. You can buy sandwiches in the Ladd 5. There alovely view of the cily from the \ 2-20) of the building 6. Youlcan ask for drections to Mr Brent's og, at the i. desk in the Agen 7. You cap. make yoursolf a cup of coffee in the KA Chaban 8. Theo are hunceds of raguts on tho shelves Inthe company LX (hal 9. There aCaia.~p.cksalK under the building and there's also one opposite the building, fh ya 10. We have gat aa 2 department. They repaired the window in my office last week. 11. We keap office supplies, such 9s paper, folders and staplers, in the.Sole 6 Listen and repeat. Then match the words in A to their opposites in B. A Rees up behind enter oy tum right 3 a b, ©. infrontot “Sa In the UK, you enter a building on the {ground floor and yau go up to the first floor. In the US, you enter a building on the first floor and go up to the secand floor. Mem © 7 Listen and repeat the words and phrases in colour. Then complete the sentences, according to the floor plan below. x) 1. Go.up the stairs to the first floor. The is on your left. eaunwi6 ON the fist f00r, opposite the lft 3 Whon yu eave room 808, tum ot Go past Human Resources and youl find the taecteceUGUl on your right. 4, Take the lift to the sixth floor, then turn right. Ror 602 will be on your right, Its between rooms Bon and 5. Take the it o the fst fgg Tum ight ana go straight. The Xtcut aus atthe ‘end of the corridor. Stockroom 102 jl cA Ee ute Stairs FETE «<0 URE) oman opie cro ‘You have got an incomplete floor plan of the Sth floor. In turns give your partner directions to one of the places on your floor plan. Continue until you have both completed your ‘floor plan. Student A: Use the floor plan on page 4 ‘Student B: Use the floor plan on page 93. eaeOffice Routines (Getting Started: Vocabulary (page 114) ) | Read the advertisement on the Internet. ‘Then write T (true) or F (false) next to the fentences on the right. eae eae incoming mail, sending ‘emails and faxes, updating mailing lists. ‘Meetings: scheduling meetings, typing agendas for meetings, taking minutes, assisting in preparing presentations. The administrative assistant Fulltime work - Monday to Friday, 1, wil tak to clients phoning the company 9.00 amto 5.00pm. 2. will write letters to paople on the Candidates must have experience in: nae ‘word processing, spreadsheets, data entry and 3. will sometimes be in meetings searching the Internet. -- 4. will work every weekend 6. 6 | click here to apply as 2 candidate. — 5. must have a university degree must know how to type ee 2 AManager (A) is talking to her new Administrative Assistant (B). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) arrive + taking + office helpful » drink As Kate, I'd ike to talk to you about your ' as my assistant, you're responsible for r 3 _. duties. First of al, iving visitors, Always offer them a B: Should | keep a log of the visitors? ‘A; Yes, here's the log. You must record the time they * and leave and who they're visiting. B: No problem, ‘A: You'll also be in charge of office supplies. You must keep track of them by 4 ce an inventory and you should order new supplies when necessary B: Who do | order the supplies from? ‘A Barbara, the Senior Administrative Assistant, can give you the shop's details You've met Barbera, right? Yes, I've spoken to her. She’ very ® ane i 'A: Barbara wil also show you how we fie documents. But fest, P0- uld you please type this agenda? I's important. g ere are many ways to make polite requests in Engish. Using Could / Would is more polite than using Can, ‘Could you please type this agenda? Would you please type this agenda? ‘Can you please type this agenda? jh pleasure. ‘A: Thanks, Kate. P23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4 Read the dialogue in Exercise 2 again and complete the sentences. 1. Kate NaS 10 FOCNE nnn tO th company. 2. She must write down when 3. Kate must check that there are enough 4, Barbara will expiain to Kate how to 5. Kate is now going to Working with Vocabulary 5 Listen and repeat the office routines in colour. Then tick the logical sentences. «) _. 1. Ihave to go to the post office to send e-mails. — 2. You should always receive visitors politely. — 8. Illsend a fax with all the details. 4. You type agendas for meetings before you have the meetings. 5. Iilfile documents that you want to throw. out. 6. I'lideliver the message to Ms Crane as ‘800 as she returns. 7. When you answer incoming calls, you Use the telephone, 6 Listen and repeat the office routines in colour. ‘Then circle the correct answers. 4) 1. You take a message when someone's a. waiting for a call b. not in the office 2. When you type letters, you use a... - a. pen b. computer 3. You search the Internet to... advertise information b. find information 4, You update a mailing lst with names and addresses of your customers b._ information about your company 5. Youscreen a callto.... a. find a phone number decide if you should transfer it 6 You take minutes ... at ameeting b. to check the time 7. Ifyou keep a log, you a. record b Listen and repeat the office routines in colour. ‘Then circle the correct responses. 4) 1. Can you show the visitor around the office, please? a. Of course, Please sit down b. Of course, Please folow me. 2. Can you distribute the incoming mail now? a, Yes, I'll give it out right away ._ Yes, I'l sond the letters now. 3. Should | order supplies? a. Yes, Iltel the staf . Yes, we nead pens, envelopes and paper. 4, Would you schedule a meeting for MrBames and me, please? a. Certainly, check the diary. b. Certainly, "il read the document. Listen and repeat the words and phrases in colour in A. Then match A to B to form ‘sentences. 4) A 1. Data entry is the process of . 2. Word processing is a computer application that .. 3. Spreadsheets are... 4, You can prepare a presentation with .. 5. When you keep track of something, you... B a. allows you to type documents. posters and diagrams. ‘6. collect information about what's happening over a period of time. s . d. charts that help record and analyse data. . @. putting information into a computer.Purchasing Office Equipment (Getting Started: Vocabulary age 11 ) 1 Read the e-mail. Thon answer the questions below. «) 20th December, 2013 Dear Mr Preston, Thank you for your enquiry regarding pricing information. Here is our quote: | Quantity and Description of Item Price per unit Price 10 three-drawer fling cabinets £101.79 £1,01790 5 projectors > £545 2,725.00 3 shredders £1722 £531.66 4 black-and-white photocopiers £5,460 21,840 Subsotal £26, 11456 VAT 20% 251 Delivery date: 12th January, 2014 Total 631,337.47. | Because we haven't had the pleasure of doing business with you before, we would like to make you a special offer If you confirm this order within five days, we will ge you a discount (of 1596 on the order: Sincerely Max Gey Director of Sales Department e" Ries Office Equpment in Engish, for numbers nthe thousands we vite 5,460 [not 5.460) and for decimals we write 177.22 (not 177,22) Who would ike to order the equipment? 2 Abank clerk (A) is ordering office supplies on the phone from a shop assistant (B). Listen to the dialogue and fill in the missing words. ) A Good morning, 'm caling from Grey Bank. I'd lke to order some supplies, please. B: Sure. What would you lke to order? A: First, we'd like two packets of highlighters ~ cone blue and one 7 a How much is each pack? 5. What type of photocopiers does he need? Its? for a packet of ten. ee Fine. We also need a dozen staplers 6. What special offer wil he get if he confirms What type do you want? We've got the small the order on 23rd December? cones that staple up to * be sheets for £3.76 each and the large ones ‘that stapie up to 100 sheets for , @) VAT = Value Added Tax each 1 take the large ones, please % This is a tax addod onto the purchase pi & B: No problem. Anything else? A 8: 2. Has he ordered equipment from this company in the past? 3. How many fling cabinets does he need? 4, How much does one shredder cost? x We've run out of writing pads. I'd Ike 100. OK, so ten packets of ten writing pads in each, Each packet is * A; That's it. When will our order arrive? B: It should arrive by 11.00 tomorrow. a Thank you very much,23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again and complete the invoice for Grey Bank. Pearson's Office Supplies ‘Company: Grey Bank ee Customer #98950 Invoice #15752 Hern (Wo) “Quanity Price Pet | Total ] hightighters |*—---— |caog | (4923) 4924) packets 80° en large ‘i f es £1989 £238.68 Gan packeig” 61469 £14690 Subtotal £401.58 Working with Vocabulary 5. Listen and repeat the phrases in A. Then look at the pictures below and match A to B. ) A B 1. apacket of a. paper 2. ashest of , scissors 3. arollof c. staples: 4. apair of 4. sticky tape 8, aboxof =e. highighters 6 Listen and repeat the equipment below. Then use the words to complete the sentences. 4) shredder « fling cabinet * photocopier wastepaper bin + coat rack + projector ‘scanner + air-conditioner 1. Youuse a to make copies of document. 2 lineed a. --- to show the chart 3. It's hot. Can you turn on the = 4, Hang your jacket on the... 5. I'd lke to have these old photos on my computer. Have OU GOt 2 wun 6, We use a— to destroy confidential documents. 7. We file documents in the 8. Don't throw food into the Listen and repeat the words and phrases in A. © Then match them to their definitions in B. 4) A price per unit ‘subtotal shipping cost invoice delivery quality B getting tems to a customer how good something is how much each item costs a document which lists the tems that were ordered and their prices — @ the price of all the items ordered, not including tax f, the price of sending items to a customer oo eene aeoge Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct, sentences. lve run low on printing paper. | haven't got any. Discount must be made within two weeks of receiving the order Pi give you a 20% quantity. : How much has he run out of you forall the office supiies?.. 5. Since you are a new customer, 'm giving you a payment ~ two for the price of one. 6. I've charged paper clips. | haven't got enough. —. 2 7. ifyou order a large special offer, you'll get a better price... N12 es Using Voicemail (Getting Started: Vocabulary (page 115) 1 Read the To all employees, to learn how to use it. If there are any problems, please contact me. Lucy Forbes Head of IT 1 2 3. The training sessions won't be very .. 4, They are going to learn how to save 5 6 -mail. Then complete the sentences below. ) We have got a new voicemail service and we want everyone Over the next two weeks, Kim from the IT Department is going to call each of you to arrange a suitable time for a short {raining session (about 15 minutes). She is going to show you how to retrieve, replay, save and delete messages. She is also going to give you your own personal access number. ‘The employees don't know how to use the voicemail service because it's. _—--..u i8 going to teach them how to use the voicemail service. Each employee is going to get a personal... if employees have got any problems, they should . 2. Asupervisor in T (A) is showing an employee (8) C23 Practise the dialogue in Exercise 2 with a how to use the voicemail service. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. +) office + listen + send + number + of course ‘A; How do I check my incoming messages? B: First, enter your access code. ‘A: 509, What's my access code? B: 'icheck and" ~-itto you. Az And what do I do after that? Dial 151#. Then press 1 to retrieve and x nuns t0 yOUr Messages. ‘A: How do | replay messages? B: Press 3 to replay messages, press 4 to save messages or 2 to delete messages, ‘A: Can | fast forward or rewind messages? 2 Senso « PrOSS 7 10 fast forward 0° 8 to rewnd ‘A; When I'm not in the + can! retrieve my messages from any location? B: Yes, you can. Simply dial our voicemail sovvice ee WS 773-411-1230. Partner. Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again. Then read the quotes below. Which number on the voicemail system should each person press? 1. *Iwant to save this message.” 2, “1 want to hear this message again right now” — 3. “Iwant to retriove my messages.” — 4, “Idon't need this message any more.” 5. “Lwant to fast forward to the last 30 seconds of the message.” hash 4 = star / asterisk ne-five-oh-hashWorking with Vocabulary 5. Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4) A You dial a phone number Press this button ‘You can’t listen to a message When you rewind a message, When you fast forward a message, When you want to listen to incoming messages, B to record an outgoing message. after you delete it you move it closer to its beginning when you want to contact someone. you must enter your access code. you move it closer to its end. OokeNa rpaoge 6 Listen and repeat the words in colour. Then read the sentences and write each word next to its definition below. «) a. Why did you save all these messages? Do you want to listen to them again? b. Can | retrieve voicemail messages from any location? c. Let's replay the outgoing message, so we can review it. d. Did you modify the outgoing message after you listened to it? place: 7 play again’ _ get: Ce keep: — 7 read or listen to carefully egaAeEs 7 Listen and repeat the words and phrases in, colour. Then tick the logical sentences. 4) 1. You place the receiver on your ear and ‘near your mouth, 2. Amobile phone has got a cord. ‘You can press a button to change the ‘volume and make it loud. 4, The phone is off the hook because the recover is in the correct place. _. 8. I'm going to put you on loudspeaker so everyone in the room can hear you, Julie wants to record some outgoing messages. ‘on her voicemail. Tom from the IT Department Is helping her. Listen and choose the correct answers. 4) 1, First of all, Julie enters her a name b. access code . outgoing message To record a daytime message, Julie needs to choose a. the number “1” b. the number “2” c, “daytime message” Julie should press 3 ... her message. a. before she writes, 'b, when she begins recording c. when she finishes recording . To modify her message after she reviews it, she should press the number a4 pee) a9 5. IFthere is an emergency at night, the caller should a. callback b. press 9or5 ©. press 111 3= Using the Intranet ¢ E E Cetng State: vocabulary Gave 178) ‘The topic of the memo is problems with the 1 Read the memo. Then read the false Intranet. sentences on the right and correct them by ‘changing the words and phrases in bold. ) 2. Employees must click three times on the ‘company icon to log into the intranet. 3. Employees need a company icon to log into the Intranet, To all employees, Here are instructions for logging into the company Intranet To log it 1, Double click on the company icon on your desktop. 2. Enter your username and password, Your password should include both letters and numbers. For increased security, you should include upper case and lower case letters, numbers and symbols. 4, For increased security, this is a good password: 34AZLB. 5. You ean share your password with your boss. 6. You can use the Internet and the company Intranet at the same time. Notes: 1, Never share your password with anyone, including other company employees. 2. Never access the Internet while you are using the company’s Intranet. For help with logging in, sending e-mails or using the Intranet, call the IT Department and one of our technicians will be happy to In everyday speech, bes’ upper case letters are Kevin Jackson Usually called “capital IT Department a 2. Sandra (A) is asking Jackie (B) for help with an e-mail. Listen to the dialogue and circle the correct answers. «) ‘A: Jackie, can you please ' look at / read this e-mail? Is t OK in your opinion? B: Sure. Well, Sandra, everything you have © wntten / done is fine, The heading is big. The flow chart is clear. But | would move this paragraph to the beginning. 3 Practise the dialogue in Exercise 2 with a A: OK. 'llcut and paste it pee eee Bt Also, | think you should bold the dates of : the meetings. They'e the most * interesting / 4 Read the cfalogue in Exercise 2 again. important information in the e-mail “Then tick the things that Jackie suggests ‘A: Good idea, Should | bold the “room / doing. phone numbers, oo? 4. moving @ paregraph to a diferent B: Yes. You can bold them or maybe you should place Underine thom. _. 2 bolding the dates of the meetings ‘A: What about the font? sit big enough? _ 8. underlining the names of the people Its fe, 4, making the font ofthe e-mal bigger A: Great. Thanks for your help. I'll send the 5. replying o Mr Tatfot e-mail ® now / soon. B: Look. You've already got a reply from Mr Taft A: Let's see. Oh, no! forgot to send the attachment with the e-mail. 4Working with Vocabulary 5 Listen and repeat. Then write the correct 6 words and phrases under the pictures. 4) paste + upper case letters * username bold + cut + underline + copy + italics lower case letters + flow chart + password sereeerar f || A45S*nny 1 Dicconreimuanne u fi AbCdE AbCdE ABCDE abcde 7 — Be ee ne Bh cet é i AbCdE of eae 9. = Hise Listen and repeat the words in A. Then match the words in A to their meanings in 8. 4) A log in log out font 6. icon 7. reply 8. 9. attachment forward paragraph double click 8 style of alphabet letters, 90 out, leave press the button on the mouse twice a small picture ‘4 grOup of sentences on the same tonic ‘send on to someone else the working area of a computer sereen answer 0 into, aocess, ‘another document sent with the main document gsens 40. desktop -serepeange Listen and repeat. Then look at the screen below ‘and write the correct letter next to each word. +) cm 1. background 4, row on 2. heading 5. bullet 3. column iiicsrning Calls | Incoming cal deceased in 2010 In 2012, there was an increase in | Incoming calls across all markets |16 Handling Mail A, COURT AT N Getting Started: Vocabulary page 116) “\ Y 4! ace 1 Read the page from an employee handbook. Then answer the questions on the right. 4) Handling Incoming Mail 1. Open the mail and stamp each document with the correct date 2, Document the mail in the mail log. List the sender's name and address and the recipient's name. 5, Sort the mai according to the chart below and distribute it 4, Deliver mail marked “confidential” or “personal” directly to the recipient. Do net open it. Sorting Procedures Types of M bank statements, invoices, cheques, receipts contracts, letters from lawyers, customer complaints requests for product “information ‘product manual job applications Department Accounting, Legal Customer Service | Sales | Research & Development | Human Resources 2. The Manager of the Mailroom (A) is speaking to anew clerk (B). Listen to the dialogue and fill in the missing words. «) ‘As I'd like to explain the procedures for handling ‘outgoing mail, First, you collect the mail ‘rom the outgoing mail basket in each B: At 11.00and? ———-? Right? A: Yes. Then bring it here and check all items. : What exactly should | check? ‘A: Make sure all letters are signed and enclosures are included. Also, check that the address includes the correct postcode, B: How do | know what the postcode is? ‘A: The postoode directories are *.. B: Right! What about postage? A: You weigh the envelopes and determine the postage using this chart B: | see, Are items sent by first class or second class post? A; Wo usually use * annum POSE Uniess the item must reach its destination the next day. Oh, and all legal documents must be sent by registered mail What is the first thing to do after opening the mail? . How does the company keep track ofits incoming mail? . Which department or person should the following go to? Aletter saying, “The paper atten gets jammed in the printer” ‘An envelope marked “Confidential for ‘Mrs Holmes, Managing Director.” Aletter saying, "I've completed my Masters in Engineering.” D3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again. Then write T (true) oF F (alse) next to the sentences. Copy the words that gave the answers. Each department takes its outgoing mail tothe maircom. ‘The clerk usually writes the postcode. ‘The cost of sending a letter is determined by its weight. 4, Second class post is faster than first class post. Contracts must be sent by registered mail, (re) In the UK. first class posts for nxt cay detvery and second class post usually takes 2 or 3 days,Working with Vocabulary 5 Listen and repeat the types of documents in A. ‘Then match each type of document to the reason for getting it in B. «) A cheque ‘customer complaint job application request for information receipt bank statement contract directory Product manual 8 A customer is unhappy. The company has paid for something The company is receiving money now. ‘The company wants details about its accounts, ‘The company wants to be in a legal ‘agreement with another company. ©erngogsene eoge and its products or services, ‘A.person wants to work at the company, h. Acustomer needs instructions on how to use a product. i. Aperson needs an alphabetical ist of people or organisations with their details, such as addresses. 6 Listen and repeat the words in colour. Then decide if the pairs of sentences have got the ‘same meaning. Write S (same) or D (different).4) 1. a. I've documented today's mail. b. I"ve opened the mail 2. a. The postage for this letter is £1.28. It costs £1.28 to send this letter, This bag of mail is domestic. This mai is going out of the country. The letter reached its destination. The recipient got the leter. (Mr Ross signed his letter. Mr Ross wrote his name at the end of his letter. All the letters were stamped with yesterday's date, Al the letters were sent yesterday, ‘The package weighs 2.5 kilos. The weight of the package is 2.5 kilos. ‘This letter has got two enclosures. ‘Two documents are attached to the letter, 2 s Pp gPpgegeg cegeg ‘customer wants data about the company 7 Listen and repeat the words. Then use the ‘words to complete the sentences. «) mail log + postcode « registered mail international + sort sender + collect 1 malls addressed to places outside the country. 2, When you write a letter to someone, you are the... Bo Ven nnane— the Outgoing mail from every department twice a day. 4, We... the incoming mail before we distribute it to the departments. 5, tis important to fst all the incoming mail in ihe 6. Youuse to get a ‘confirmation that a letter has arrived safely. 7. Can you tell me the nnn ‘Camaby Street in London? for Ci a @— anaceress, | uy mae wwe often use abbreviations for differant types of streets irs Natl Fee ‘Sweet = St Target DEM. Road = Rd. po forest oe ‘Avenue = Ave. Banbury Boulevard = Blvd. Engen eee ‘handling incoming letters for mo 7Compe none I Ecos Sondrs name: tonal Gen es em ype: Teta 3 cine pom | 1795 'Campany name: Epcot Computers Receivers name: Pamela Harkins Reneld Groen ‘Special instructions: ogi heap away from heat hondle with care Cl keep dry el 's signature: | hull Gee | Bile nelle tetera cendng WS coace e 2. The recipient is located in... 3. The goods were collected by a courier on Broan 3 4, The packages contain = 6. Allthe packages together weigh 6. Item 3is See 7. The special instructions on the packages say: long and 8. The goods reached their destination on at at . !) oe imperial system are used in the UK. Imperial Metric 1 ounce 28.360 grams ‘pound = 0.4663 kilograms 2. The Shipping Manager (A) is training a new shipping clerk (B). Complete the dialogue with the words below. Then listen to the dialogue ‘and check your answers.) address + organising + call + box « fle As You are responsible for"... the shipment of goods. This includes preparing packages, doing paperwork and. tracking shipments. How do | prepare packages? A; Fret, you must put the goods in a Fragile items need extra prctcton such as bubble wrap. Then ‘weigh and measure each package. B: Do label the packages? ‘At Yes, you must attach our company label and any relevant special instruction labe's. ‘Also alvays make sure the recipients is written clearty. B: Right. What about the paperwork? A: You fill in this form for the courier. Its called ‘a waybil. One copy goes to tha courier and you should * the other one here. B: OK. How do | track the shipments? A; To make sure the shipments are delivered ‘on time, you can either» the courier or access the couriers website Using our password, The website has got Updates on all the shipments. 23. Practise the dialogue in Exercise 2 with a partner. logt Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again and copy the sentences that have got the same meaning as the sentences below. 1. Pack the tems, 2, Check how big and heavy each package is. 8. Check each package has got the details ofits destination. 4, Give a copy of the waypill to the courier. 5. You can check if shipments are on time on the Internet, Working with Vocabulary 5 Listen and repeat the words in colour. Then, circle the TWO correct answers. +) 1. You can send a shipment of... a.books b. messages _¢, clothes 2. The length of something can be 120 a.meties b. centimetres. kilograms 3. Acourieris a... that transports items. a.vehicle b. person. company 4. An example of something fragile can be a dock —b. TV . shirt 6 Listen and repeat the phrases. Then write the correct phrase under each label. keep dry + handle with care keep away from heat « this side up Listen and repeat the words and phrases in colour. Then circle the correct answers. 4) 1. You label / measure something to check how long tts. 2. You use bubble wrap / goods to prevent an item from breaking, 8. You must track / inspect each package carefully before itis sent. 4, Did all the items arrive in good condition / special instructions? 5. Use that nice paper to mark / wrap the ois. 6. According to the update / waybill, the shipment is 80 Kilometres from Miami 7. wanted to know how high the package ‘was, 80 | measured its width / height. Listen and repeat the words. Then use the words to complete the sentences. «) parcel + paperwork + signature + insure pick up 1. Don't forget to add your the cheque. 2. What's inside this eaeet its very heavy. 8. Whereis the courier? He must the packages scon because we're closing in an hour. 4, There's a lot of, todo today. | have to fil out thase forms and file those documents. 6, You must : the shipment. It can get lost or something can happen to it.1 20 -- 6. The shipper only offers one size of Read the shipping order Fas) Ocean Shipping UK LTD Full Container Worldwide Shipping Specialists St Muri, Grove Lane Cherwell, Essex 167 60 United Kogcom An ‘Company Name Wison Microsystems Ltd ‘Contact Name Margaret Brenna cor co Shipping Order no. 1245/13 Date of shipment 14th November, 2073 pany Name |Lectruméroup ntact Name Emil Vinuesa del Coral Telephone number (Business hours) Tele 01424-254-5679 lephone number (Business hours) Ba 9a7 Street Address 25 Mosley Steet ‘Street Address 190 Vitoria Steet (City Province /State Hastings ast Sussex County UK Postcode TN341RT City - Province / State Burgos E-mall Address (Shipment racking information avalable iae-mall, _margaretbrennanaowilsonco.uk lace of Recelpt i dernt 0 senders address ‘Shoreham Container Terminal | Port of Loading Pou | Shoreham Port Spittof the Sea or ‘contents: books - |20' (foot) containers (FCL) 2 | Port of Discharge (P00), Gijén Port Scheduled Vessel | Place of Delivery ‘Shipping Term Fos Freight Charges 40’ (foot) containers (FCL) S contents books Reference Number/s I [124s/i3/2071-2 | Taa5/A3/A07 Freight Charges Teialindng Chae HO /SHIPPER'S DECLARATION We warrant hae ag declared above are correct. Signature 11. The shipper specialises in sending full containers, 2. The shipper can send containers to other continents, 3. It's impossible to track the shipment. 4. The shipper wil pick up the containers in Hastings. The name of the vessel carrying the containers is isted. containers, (Logistics Manager) ® | cY= Container Yard (containers delivered at container yard) FOB = Free On Board (containers delivered on board ship without charge to the buyer) FOL = Full Container Loads LOL = Less than Container Loads Can you find more abbreviations in the shipping order in Exercise 1?gs 2. The Shipping Operations Manager (A) is talking to the CEO of his company (B) about a new shipper hired by the company. Listen to the dialogue and circle the correct answers. «) ‘A: We're very happy with the new shipper that wwe hired last " week / month. They are offering the best rates at the moment. No one can ‘compete with them. B: What discounts are they offering us? ‘A: They're offering us a ® 12% / 20% discount ‘on shipping orders to Europe, We only paid £1,600 for our shipment to Valencia last week. B: How much dd you pay for a similar shipment by another shipper * two / a few weeks ago? A We paid & *2,000 / 20,000. B: OK. We'te saving money, but do you think: they're reliable? ‘As Yes, | do. They guarantee fast shipping and the shipment to Valencia was completely {ree of damage. B: Is it possible to track their shipments online? ‘A; Oh yes, we tracked the shipment with our ‘smartphones / tablets. B: That's great. You know, the biggest problems: are loss and damage. So it looks lke we've ‘ound the perfect shipper. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Why is the company pleased with the new shipper? Find three reasons. 1 2 ee : 3. 7 7 Working with Vocabulary 5 Listen and repeat the words in colour. Then circle the correct answers. 4) 1. A shipper transports / sells goods. 2. A freight container is a large metal box used {or transporting goods / passengers. 3. Acontainer terminal is located near the sea / an aiport, Volume is size / quaity. ‘The consignee is the person who sends / receives the goods. ‘Worldwide service is international / local A.vessel is a large box / boat. Cargo is transport / goods. ‘A.company's rates are its prices / services. A quote is a definite / an estimated price. Seare 6 Listen and repeat the words in colour. Then complete the sentences with the correct words. or phrases. + from + will arrive + onto * has come from 1. The workers load the cargo ‘ the ship. 2, The workers unload the cargo nen the SHIP. 8, The port of origin is where the cargo 4. The port of discharge is where the cargo 7 Listen and repeat. Then use the words and phrases to complete the sentences. +) free of damage + compete reliable (guarantee + loss + free of charge * contact 1. How can a small business with big international companies? Be CAN YOU vn that these goods will arrive at the destination before Saturday? 8. WMO ES OUP nnn in Miami — is it Mr Jones? 4. Did we receive our goods in perfect condition? Were they 9 5. Is this extra service. sit inoluded in the rates you've listed? 6. Acustomer has just phoned to complain ABOU tHE nnn of his cargo! 7. Is the shipper’s service always good? Is it llivan is phonin ) mee next Monday.—eVQn Import and Export > Getting Started: Vocabulary (page 117) 1 Read the ‘below and co} the webpag 1 wu sourcingsuinasia.com ‘Are you thinking of importing from Asia? We can help you. ‘Sourcing4Uinasia.com is an online sourcing service that offors you assistance in finding reliable suppliers to match your requirements, (Our personnel visit suppliers to ensure their professional standards, Our Sourcing Service Package includes: => Finding suppliers you can trust > Arranging meetings with suppliers = Assistance in negotiations = Production follow-up and quality control + Packaging solutions and shipping arrangements ‘Sourcing4Uinasia.com can help you to identify opportunities in Asia, manage risk, Minimise costs and secure transactions. Sourcing4Uinasia com means cheaper, Safer and easier business, Contact us now at sourcingspecialist@sourcing 4uinasia.com 1, The company specialises in connecting Asian exporters with buyers from other continents. 2. It looks for exporters that match your needs. - 3. Its employees meet the exporters to check their work. 4, Itoffers help in reaching agreements, ... Beeson 5. It helps in arranging transport of Goods. en _ 6. It will help you save money when you do business. ...———-- : 2 ‘two business associates (A and B) are having a conversation. Complete the dialogue with the words: below. Then listen to the dialogue and check your answers. 4) recommend * price + paperwork + money + difficult At I think I'd like to start my own business. Ar Itmust be... nn tO fi B: Really, Janet? products with an advantage and reliable Az Yes, Mike, I'm thinking of running an suppliers that you can trust, import-export business. I's a type Yes, that's why I _.. starting of business that doesn't take much with only one or two products. You mustn't : one tO Stat risk a large investment at the beginning, You're right. requires very litle investment. A: see. Another question - buying directly The first thing you need to do is choose ‘rom foreign countries requires a lot of products from a foreign source for resale. > + doesn't it? ‘A; What kind of products should | import? B: Yes, it does. Why don't you contact a B: Look for products that nave got an sourcing company? They'll offer you all the advantage — ones that aren't sold at all in assistance you need, this country, or ones that you can buy at a ower? in a foreign county. PS Practise the dialogue in Exercise 2 with a partner. Pay attention tothe expressions in colour. 24. Read the dialogue in Exercise 2 again and complete the sentences. 4. Janet wants to start an _--- business. 2. Janet won't need to invest _- ~ 3. Janet should look for foreign products that PEOpPle CANT some ..-~ in her country. “2,_Atthe beginning, Janet should only IMPOFE ...nn-n--—-s1e PFOGUCS. 5. Mike suggests that Janet gets help fron ee Working with Vocabulary 5 Listen and repeat the words in colour. Then match A to B to form sentences. ) A B 4. Abuyer... a. produces goods. 2. Amanufacturer .. _. b. bring goods from another country. 3. When you export, you .. c. might lose it. 4, When you import, you _ d, make a profit. 6. You make an investment in order to fe. sell goods to another country. 6. When you risk money, YOU ... _ f. buys products from a supplier. 6 Listen ond repeat the words and phrases. Then write each word or phrase next tots definition.) trade + shipping arrangements + foreign » advantage + ensure + resale requirements « start a business 4. open a shop or company: 6. a favourable condition: .. seling again: 7 7. needs: = make sure: 8. organisation of transport of goods: export and import = ais as from another country: osenrn 7 Listen and repeat the words and phrases. Then use them to complete the sentences. ¢) negotiations + follow-up * manage risk + minimise costs + sourcing trust ¢ secure transactions + run a business 4, Wecan —_.n by using this shipper. Their rates are cheap. 2. Are you sure you want to open a café? How will you have enough time to ~_.on your own? 3. The... _____ between the two companies t00k two weeks, put now they've finally signed a contract. {He's @ refable supplier. YOU CAN ———rnorn——one EM, A ‘company helps you find suppliers and it checks them carefully, This computer program helDS 10 nn that you make on the Internet ur Qualty Assessment Department always 4028 @..n-—-—--nwe~~ to oheck the quality of our products. I's very important to and think of ways to handle them. noose __...in business - you must identify the dangers Tip! ‘The profx ois- means not. ‘advantage - disadvantage trust - distrustl (Getting Started: Vocabulary (bage 178) ‘1 Read the tips trom a website page. Then read the sentences below and copy the sentences with similar meanings from the tips. Telephone Etiquette Good telephone etiquette can create a positive impression. Follow the tips below to represent your company professionally ‘Answering a Coll ‘Aways answer «call before the third ring Greet callers by inroducing yourself and your cxganisation. Use a pleasant, friendly fone, Put a “smile in your voloe” 4 Taking Messages ‘A message must include the caller's name, ‘company and phone number and the date and time of the call 1, Answer calls quickly. 2. Identity yoursaf to the call. 3. Don't put a person on hold without asking the person if it's OK. 4. When you transfer @ cal say wnose call you are transferring 5. When you take a message, write down when the person called. 6. Give the calle all the requested information before finishing the conversation 24 e Receiving Calls 2 Listen to the 4. Read the mini ie i-dialogues between a : salesperson (A), a secretary (B) and a ‘manager (C). Fill in the missing words. ) 1. At Good morning, 6 ke to speak tothe «please. It's urgent B: May | ask who's calling? ‘At Yes, I'm calling from J-Leasing. We've got a special offer fOr YOU enum B: ll put you through to our Purchasing ‘Manager, Mr Bennet. Just one moment, please. Good morning, Mr Bennet, I'm transferring a call from J-Leasing Good moming, Mr Bennet. I'm calling from J-Leasing. We've got a special offer for you. C: We only consider offers received in writing. You can send it by e-mail or Az Alright. ll send it and call back later today. 3. O: Kim, can you please come into my office? B: + C: Kim, you should avoid transferring calls like that to me, B: Oh, sorry. Should | have taken a message? CC: No, when someone calls with an offer, ‘ask them to send it in writing, We don’t consider any offers on the €) "SD aan can and may ae used when asking fr or giving permission, but i you're being formal or polite, use may Practise the mini-dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. jlogues in Exercise 2 again. Then write T (true), F (false) or DS (doesn't say) next to the sentences. 1. The caller wants to tak to the receptionist. ‘The callor wants to buy something 3. The secretary puts the call through to the Marketing Manager. The company only looks at writen offers. 6, It's Kim's first weak in the job.Working with Vocabulary 5. Listen and repeat the words and phrases in 7 Liston and repeat the words and phrases. colour. Then circle the correct responses. +) Then use them to complete the sentences. ) 1. Would you like to leave a message? call you back + line is busy + professionally a. Yes, can you give me Mr Nelson's mobile transfer calls + ring + urgent « friendly tone phone number? pleasant '. Yes, would you ploase tell Mr Nelson 1, Tusually answer calls after the fist that Mr Larkins called? eae 2. Do you know his extension number? 2. She alway USES 8 wo ‘a. Yes, i's 0778 900129. when she speaks to her workers. 6 Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words and phrases next to the correct sentences. 4) 1 3. I must go to a meeting now. I'l eens BOUL BN HOUT. 4, Imust discuss the contract with him. It's b. Yes, its 4706. I'm sorry, Ms Sanders is out of the office. a, When will she be back? b. When is she leaving? 5, The right now. | forgot to announce the caller when I Do you want to wait? transferred the call 6. You didn't behave an a. Next time, make sure you do. ''m disappointed in you b. Doitright now. 7. Please don't ee Shall | put you on hold? Customer Service in the next hour. The department is having a meeting, 8 Everyone in my office is very Uke working a. No, | can't wait right now, b. Maybe later, I'm putting you through to Mr Banks now, feel a. Idon't mind waiting b. Thank you for transferring my call Dan has got a nice voice. a. enjoy listening to his presentations. b. He writes a lot of e-mai. : : 1. The person that the caller You must create a positive impression wants to speak to is not in if you want to be understood. 2, The clerk takes a message. ''d like to greet you to my personal assistant, MAS KY, nen | 8. The clerk puts the caller on Don't ask for permission without saying hold GOODY, narnrnnnnnnnnn | 4. The caller leaves a telephone Try to introduce receiving personal calls at numer 5. The calle tells the clerk what work. i He'll hang up as soon as he gets back. he/ she needs to discuss. ‘Aways avoid visitors politely. I'l speak clearly to leave work early today. It's important to return your call on clients.Following Up on Messages (Stig Saint Voc ape 75 1 Read the chart from an administrative assistant's message book. Then complete the sentences below. 4 Crtical |EIG Electronics wants ° Vadclional products for the order, going out toniorron ~ Toes Wb 7246L Contact ° Jack Sullivan on his mobile Phone. Roberts somy he missed Pep es wen he con be ied oe 8364-6992 Please call Mark Johnson regarding the delery of the ° computer eauipment jk Emma Cooper wants to 2 HO iccuss the ots from shippers, but she vill be unavaiable between 13:00 and 14:30. Normal Tip! ASAP is short for “as soon as possibie’. 1. The most urgent message is the one for 2, The least urgent message is the one for 4. EIG Electronics would like more 5. Robert eaves Bert a phone number in case Mark wants to talk to Denise about... 2 Emma wants to talk to Bil about —. = 8. From 13:00 to 14:30, Bil won't be able to 3 ‘Two sales managers (A) are following up on phone messages they each received. Listen to the dialogues and circle the correct answers. 4) 1. As Good * morning / afternoon. This is Sara Fields from Cl Exports. | understand Nancy Ford was looking for me. B: Yes, she wants to cisouss the contract with you. I'm afraid Nancy is currently unavailable, but she's specified the issues to me. At OK. Let's ook at / go over them. B: Great. First of al, regarding the * delvery / payments. ‘At Just one moment, please. Let me get my copy, Hee 2. A: Good aftemoon. This is Janet Blake from EL Gardening. 'm getting back to Gerald He lefl a message for me to call 1 put you through to him * right away / right now. Gerald, Janet Blake is on the line, returning your call C: Hi, Janet. Glad you're back in the office We had a problem with a delivery yesterday / last week. One of the sales reps tried to assist us, but he wasn't sure how to handle the problem, ‘A: | see, What was the problem? C: We received products that we didn’t order. Az Realy? Let’s look at the order together. What’ the & receipt / invoice number, Gerald? Practise the dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogues in Exercise 2 again. Complete the chart. Name of caller: ‘Company: Follow-up cell for:Working with Vocabulary 5 Listen and repeat the words and phrases. Then use them to replace the words and phrases in bold in the sentences. 4) get back to you + regarding « interrupt discuss + handles problems + essential a5 soon as possible 1. need to talk about procedure with you. 2. I'lfinish typing the contract as quickly as | CBD. ent 8. Ws very important to get tis devery out on time... 4. Why did you stop me in the mile of my conversation? 5. Ms Deroy will turn your ell na fo MINES. oem 6. Mrs Wright usualy takes care of issues, but she’s not here right now. 7. must talk to the CEO about this new product. 6 Listen and repeat the words and phrases in colour. Then match the sentences in A to the responses in B. 4) A 1. Ms Parker is out of town, 2. Can you let me know as soon as you get an. answer? 3, Where can | reach Mr Dean? 4, Have we received an order for the new dresses? 5. David is on another line. 6. Ms Shaw is currently working as a sales rep. 7. Have you got any comments about my presentation — anything | should change? B — @ Yes, Lenny’s Department Store wants 200. At 017-54088210. Of course. I'l tell you right away. ‘Oh, when will she be back? No, it was short, but excellent! Can you please interupt him? its urgent! She hopes to become a sales manager in ‘he future ereaog © Listen and repeat the words and phrases in colour. Then circle the correct answers. 1, If something is a priority, itis more / less Urgent than other things. 2. When you specify problems, you explain exactly / don't explain what they are. 8. Ifamatteris critical, it's not so / very important. 4. Ifyou are unavailable, you don’t answer / answer phone calls. 5. If you missed a call, you talked / didn't talk to the person who called you. 6. There was no reply. No one called / answered the phone. 7. The line was cut off, so we olah’t finish the / had a long conversation. 8. When you go over a document with someone, you write / look at it together. Read the questions. Then circle TWO correct responses for each question. 1. Mr Rogers would like to speak to the CEO. Ishe available? a. No, I'm atraid he’s out of town. b. No, I'm atraid you missed his call No, I'm atraid he’s on the other line. 2. When would you lke to discuss the SYP contract? ‘a. Let's do it as soon as possible. b. Why don't we go over it after lunch? cc. When you interrupt me. 3. Did you reach Edward Fine? What did he say? a. No, | don't handle problems wel. b. No, there was no reply. c. Yes, he'll get back to you with his ‘comments soon, 4. Is this delivery a prionty? a. Yes, it's critical that it gets to London today. b. No, they didn't specify its cost. No, its not essential to send if right away. ain workbook. vace 14) 97> Getting Started: Vocabulary (page 119) 1 Read the meeting preparation form. Cerone MEETING PREPARATION FORM January, 2014 Time: 9.00.4m— 1.30 pm (Break: 14.00 am — 41.45 am) Type of meeting: Sales and Marketing. © onsite meeting C1 Offsite meeting Location: 8rd floor conference room Number of participants: 15. Agenda: f ASales tlgares presentation = Paul Miller A.New marketing strategies presentation - Aumanda Holmes Audiovisual equipment: whiteboard and microphone, Refreshments: Light (biscults, fruit, cold drinks)... \ Notify participants by: 2nd January, 2014 Confirm participation by: $1 January, 2014 Meeting organiser: Sheila Parks { Date: ‘Two personal assistants (A and B) are scheduling ‘a meeting. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) day + diary » perfect + assistant * morning ‘A: Good morning, Ann. This is Elle from Computers Direct, I'm Emma Ryan's * Emma has got a meeting with Dan scheduled for tomorrow at 2.00 pm. B: Just a moment, please. Yes, | see it in Dan's ‘A Unfortunately, 'm going to have to postpone the meeting. I'm sorry its last minute, but Emma must stay in New York for another * a | see. Would you like to reschedule now? Yes, let's try for next week. Would Thursday, 11th May, suit Emma? Let me cheek her diary. I'm afraid that won't work as she's got a previous commitment. | see, Would an early * meeting ‘on Friday, 12th May, be convenient? A; Thatll be fine. B: Alright, let's schedule it for 12th May at 8.30. A: That's ® an Thank you. B: My pleasure, Elie. Have a nico day. RERe 2 3 Practise the dialogue in Exercise 2 with a ©) Connectors such as because, since and as are Dear all, Our Sales and Marketing meeting will take place on! in 2 ‘on the third floor. The meeting starts at one 8d ends at * - Paul Miller is going to give a® on We will also learn A whiteboard anda® will be available. Light * " will be provided. Please confirm your participation by Sheila Parker about? partner, Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again. ‘Then circle the correct answers. 4. Elie calls to 8. speak to Dan b. cancel Emma's meeting ©. postpone Emma's meeting 2. Emma can't make it to the meeting because ... a. she has to fly to New York: she's in New York. . she can't fly to New York this week 8. Ellie and Ann do nat reschedule for ‘1th May because a. Danis unavailable then b. Emmaisn't working that day cc. Emma has already got plans on that day used to gve reasons. ‘That won't work because / since /as she's got a previous commitment.Working with Vocabulary 5 Listen and repeat the words and phrases in 7 Listen and repeat the words and phrases in colour. Then circle the correct answers. «) colour. Then tick the sentences that use the 1. Ifyou postpone a meeting, words and phrases correctly. <) a. you move ito a later date 1. When a meeting is longer than two hours, we usually have @ break. 2. I'd like to cancel the meeting to the 24th if possible. 3. I'matraid | can't meet Ms Price next b. you decide not to have it at all 2. Ifyounotify someone, ‘a. you give this person some information bb. you ask this person for information Week. 'd like to confirm the meeting 3. If something happens at the last minute, with her a. it's very urgent 4, Who is going to take place the meeting? b. itsat the latest possible time 5. Wil you be able to make it on time? 4. Ifyou've got an on-site meeting, i'l take 6. We are going to have an off-site place... meeting at the Parkway Hotel a. in the office 7, Does it suit you to meet me tomorrow b. out ofthe office morning? Bt ITYOUNS Ok ERODE CONTENT: 8 Look again at the sentences that you did NOT a. youll definitely be out of town tick in Exercise 7. Which word or words from b. you've already got plans Exercises 5 and 6 can replace the words in bold to make the sentences correct? 6 Listen and repeat the words and phrases. ‘Then use them to complete the mini-dialogues. 4) light refreshments + hold a meeting + attend reschedule + organise + convenient book a conference room + let's try for check the diary + participants 4. A: We're going to have more 7 7 ‘than we'd expected < B: Oh, then | quess we'll need a larger form below. 4) _ poaae meeting room. Slama Meeting Preparation Form | 2. A: Can you please... 7 ‘some cold drinks for the meeting? B: Sure. Would you like any other Type of meeting: Operations on-site meeting [offsite meeting 8. A: What time is ._. for Meeting place:* you to meet? Number of participants:* ae B: - an early morning Participants: Operations Director, production team meeting, Is 8.00 OK? leaders," ‘and four people from LabTools 4, A: Bob won't be able to a -* the meeting as Topic: Presentation. ¢o.LabToale he is i Audio-visual request: laptor B: I'm sorry to hear that. Should we a - the meeting? Refreshments: nnn 5. A: Can you... for our 4 meeting on 21 Apa? Meeting Organizer Brake Leade 3: Yes, what time do you naed it for? 6 A: Canwo.. = B: Just a minute. I'l “ to 800 if Mr James will be available then. at 4,007Booking Off-site Events 3 Getting Started: Vocabulary (page 119) ) 2 The Marketing Director (A) is talking to =r personal assistant (B). Listen to the dialogue 1 Read the webpage. Then write cea fil in the missing words. 4) T (true), F (false) or DS (doesn’t say) ‘A: Josh, we need to start planning our 7 ‘convention. I'd like you to look for a venue, B: Sure. I'l get my notepad. ‘A: Here's a list of places for you to call. We're. going to need the venue from 14th-16th next to the sentences below. 4 eee eo ea ens EventiOrganiseni yn ta ‘far business events. From small intimate meetings to large. | conferences, conventions and exhibitions ~ wedo ital November. \We hold meetings with your representative in order to understand _yourexctneeds Then we prepares spedal lan for you tobe? A; Between 50 and 70. We'll have an accurate number by the end of * : B: Will you require any special equipment? Just standard audio-visual equipment: microphones, * and screens. Oh, and also podiums and laser pointers. B: What about catering? ‘A; We want two catered coffee breaks a day, as well as a buffet lunch and dinner. B: OK. I'l gat menus from several caterers. What other requirements have you got? ‘A: We're going to need access to the convention hall hours in advance, so ‘we can set up our equipment and display. B: Right. ll contact a few places and get quotes. Ill update you by the end of What do -Weplanand manage your event budget. wedo? We choose the best venue for your event, + We take care of registration procedures. = We provide audio-visual equipment, + We et up the equipment and display. + We plan the food and beverages, B: How many? are there going | Whatdo: "event organiser povided us with exelent eed ye eat te for BSF even ond ceca’ c coe experince for our guests. Andrea Moore, ISM Event Organiser managed every ite deta of our canfrence, fom planning cur budget to menu selector was a great success! Bob Ress, Dason's Trading P23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and complete the sentences. 1, The Marketing Director wants to | 4. Event Organiser only arranges events for a venue for the over 100 participants, company annual convention 2, Event Organiser charges a service fee that 2. Itwill take piace from '5 8% of the event's budget. UW romans 8. Event Organiser selects an appropriate 8. The company will know the ace for the event. number of 4. Ikorganises projectors, screens, participants by the end af October. whiteboards, etc, 4, The company wents to provide food for 5. Itprepares the food. =. 6, Ithas got many satisfied clients in London, ae on each day. 8. The company neads to organise the a few hours before the convention begins. 6, Josh will find out ‘of some venues and report back beforeWorking with Vocabulary 5. Listen and repeat the words in colour. Then tick the pairs of sentences with similar meaning, «) — 1. @ Have you got access to the room? b. Can you go into the room? _ 2. a. Ourcompany had two important events last week: b. We had a convention in Paris and a Christmas partyin the office last week. — 8. a We're going to have a display of our products. We're going to sell our products, This venue is big enough. This place is the right size. | don't know the accurate number of ‘quests yet I don't know exactly how many quests we wil have. — 8. a, Whatis the budget for our event? b. How much can we spend on the event? _ 7. a, Theyare going to set up the ‘equipment today. Thay are going to order tho equipment today. a) ‘Some words can be verbs and nouns. We're going to display our products. () lt was an interesting display. (7) I can't access the intemet right now. (¥) Have you got Internet access? (r) ecec 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. <) Listen and repeat the words and phrases. Then use them to complete the sentences. .) registration + convention + catered buffet lunch * success + auditorium in advance + laser pointer 1. We're planning to have our annual ‘on 2nd May. 2. They hold many conferences and concerts in HS seen 3. At 1.00, we're having a at the hotel restaurant, 4, We have got a budget for a... 7 dinner, 5. You must give mea list of the participants. two weeks... 6. Group and individual... will be possible oniine from 22nd to 81st January with a 10% discount, 7. Youcan use the to show ‘everyone a specific item on the screen. 8. Everyone was pleased with the event. It was big Circle the TWO correct answers. 1. We bought new laser pointers / podiums / ‘menus for our annual conference, 2. Have you set up the display / audio-visual equipment / details? 3. We're going to have a catered event / budget / A buffet lunch. 1. exhibition 5. podium 4, Il have access to the convention centre / 2. menu 6. memorable auditorium / success three hours in advance 3. beverage 7. provide 5. It was a memorable registration / venue / ‘4. detail a Gees exhibition. Everyone is stil talking about it B a. give, supply Pee eee ‘Student A: You are a marketing manager at PMA c. display Mobile Phones. You must find a venue for a individual fact or iter ‘company event. Use the information on page 86 fe. drink to 88 y ‘your requirements with an event f. remembered because i's special _. @. organise, manage _. h. a.small platform for a speaker to stand on in order to be seen clearly Cina aaieanD 21Read two extracts from the Marketing Director's diary. Then answer the ‘questions below. «) ‘Wednesday, 3rd March 10.00 am, conference room #3 Sta meeting with marketing managers: + Discussion about new marketing region * Brainstorming session on new marketing strategies 8.00 pm, Bluemoon Restaurant, VIP room Business dinner with clients from Russia: * Presentation of now product ‘Notes: Set up orientation meeting fornew reps towards the end of March. S600 TF Thursday, 18th March 111.00 am, conference room #2 Board meeting: : + Discussion on financial situation + Demonstration of new products to board of directors ‘Notes: Set up quarterly department meeting for mid-April - update team on new marketing strategies. 6 ‘dfscussion is a serious talk about a topic. ‘Achat isa triendly informal conversation. 1. What is fist on the agenda forthe statf meeting with marketing managers? 4 Q3 2. Where is the meeting with the Russian clients going to take place? 3, What meeting is the Marketing Director planning for the end of March? 4, What is going to be discussed at the board meeting? 5. Whenis the quarterly department meeting going to take place? Marketing Director (A) i discussing the upcoming convention with her assistant (B).Listen to the dialogue and fill in the missing words.) A: Let's go over the programme so : you can take care of all the details Sure, Il just get my OK. The doors open at 9:00 am. ‘The reps are going to greet customers and hand out name tags and brochures. B: OK. What's next on the programme? A First, the CEO has got 15 minutes for his opening remarks, from 9.45. Then there's Adam's? at 10.00 - Robotic Technology News. B: How long is Adam's presentation ‘supposed to be? ‘About 45 minutes. Then we've got for an open dscussion,, and a 80-minute break. “That means the coffee break ends at 11.95, ‘A: Right. Next on the programme is the presentation Unmanned Vehicles. I's an hour long plus 25 minutes for questions. Aight. When is the * 2 From 1.00 to 2.00. After lunch, we're ging a i demonstration of our new line of products i B: OK. And what's the closing session? Strategies for the its from 4,00 to 5.00. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. ‘Then complete the agenda. faceted oe 09:00-09: u 2 CEO's Opening Remarks 10:00-10:45:* “ + Open Discussion 1105-1135: 1135-12: x : Questions and Answers 13:00-14: 14:00-16:00:* oon Closing Sessions!Working with Vocabulary 5 Listen and repeat the words and phrases. 7 Listen and repeat the types of meetings. Then Then use them to complete the sentences. «) match each type of meeting to its function. 4) ‘opening remarks + line of products * hand out “ype of Meeting losing session + board of directors 1. orientation meeting nad sarees Pe 2. briefing meeting f've added sandals to our ; i oe yen 3. brainstorming session 2. The CEO welcomed everyone to the ee convention in his, - S-bosrd meetin 3. URavent Ot the Function so | don't know who the participants are, a. to make important decisions about the 4. Inher » she thanked dliection of the company the orgarisers af the conference for meking b. tory to come up with creative ideas ita big success. Gt. ge instructions on a new project 5. Please photocopy this beciteiel ea _. d. to discuss various work-related issues re with empioyees Geapeaaaialanne @. to give information about basic eu soy nS procedures to new employees conferences. 8 Listen and repeat the words in colour. Then 7. The nn docided that Jeff ‘complete their definitions. <) Evans would be the new GEO. 4. daily once a... 6 Listen and repeat the words and phrases in A. 2. weekly: a ‘Then match them to their definitions in B. <) 8. monthly: eae A 4. quarterly (078 i 1. conference cal 5. annual / annually: once a. 2. summarise S ierat Ree) 4, brochure . 5. demonstration B — a pamphlet b. give the main points explanation and exhibition of how something works d._inking of several phones or computers in different places, so all users can ‘communicate simultaneously . item that is handed out by a company in order to promote the companyTaking Minutes (Ccoting Started: Vocatuory 6290 120) 1 Read the minutes. Then complete the ‘sentences on the right. 4) Minutes of the Quarterly Sales Meeting ! Date: Sth October, 2013, | Time: 10.30 am ~ 1.00 pm | | Location; JTaylorand Sons Head Offices + Present: Sales and Marketing Department, Chief Financial Officer + cclist: CEO " Absent: Jenny Dale Minute Taker: Susan Rogers ‘Agenda: 1. Analyse quarterly sales figures. 2. Discuss market research findings. 3. Catfy the pros and cons of expanding the product line, Points made: 1. Sales figures — no change since last quarter. 2. Customers want a larger selection of products, especially for teenagers. 3, More pros than cons regarding expansion of product line. Other issues raised: The need for additional sales reps and better training, especially in the southern region. Collect current purchasing information from ‘our majorcustomers. Objections: None TASK Contact major customers to collect addtional current purchasing information. ‘Assigned to: Sales and Marketing Director (Rick May) Time frame: 31st October TASK2_ Analyse ability to hire new sales reps and increase training budgets. Assigned to: Chief Financial Officer (Dan Binder) Time frame: 22nd October Circulated: 6th October, 2013 ‘When you ce people into sn e-mall, you send them ‘copy of the correspondance. The letters "oc" stand for “carbon copy" ~ an old- fashioned copying method, 4, The meeting took place On... atthe 2. didn’t attend the meeting, took minutes. 8. Tho participants examined the advantages and disadvantages of 2 4. Sales figures haven't changed sinco 5. The task of collecting ms 7 from customers was assigned to the zs 6. The. must analyse the company's taining budgets by Two sales team leaders (A and B) are talking about the process of taking minutes. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. «) after « who + Thursday + everyone + make sure ‘A: I've been assigned the task of taking minutes at the meeting next ' _—. lve never taken minutes. B: It’s not hard, but you have to come prepared. A; How do you prepare? B: First, | read through the agenda carefully re | know what the ‘objectives of the meeting are. That helps me focus on what notes to take at the mesting, What notes do you take? I don't try to write everything down. You should concentrate on the key decisions, the actions and * mi going to do each task, A: Got it. Anything else? B: List the contral issues that are raised. Also, record any objections that are raised. [As What do you do withthe minutes the meeting? B: Type up your notes soon after the meeting, ‘Ten send them tothe participants and ‘on the oc ist D> Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4 Read the dialogue in Exercise 2 again. Tick the things that are advised. 1, Type up the agenda for the meeting. 2. Get ready for the meeting in advance. 3. Understand the reasons for having the meeting, 4, Try to write as much as possible. 5, Type up the minutes a short time after the meeting 6. Send a copy of the minutes to the people who were at the meeting or on the oc list. Working with Vocabulary 5 Listen and repeat the words and phrases in A. Then match them to their definitions in B. 4) A 1. task 5. major 2. objective 6. training 3. focus 7. pros and cons 4. clarity B a. goal, purpose b. teaching -— ©. advantages and disadvantages d. concentrate @. make sure something is clear -- f. important, main —— 9. a job for someone to do 6 Listen and repeat the words and phrases in colour. Then circle the correct answers. 4) 1. Actions are things you a. understand b. do 2. Toanalyse an issue, you a. write about it b. study it carefully 3. Akey decision a. will probably have a big effect b. probably won't have much effect 4. After the expansion of a product line, itis... a. bigger b, smaller 5. When you are prepared for something, .... ‘a. you have cooked something b. you are ready for it 6. I was absent from work because | was, a ill b. ina staff meeting 7. When you raise a topic, you want to... it a. discuss —b, cancel :n and repeat the words and phrases in colour. Then circle the correct responses. 4) 1. Were all the members of the team present? a. Yes, everyone was there, b._ Yes, everyone received a gf 2. Wore there any objections to Kate's plan? ‘a. No, everyone had lots of ideas. b._ No, everyone agreed to try it 3. Have they got a large selection of desks? 1a. Yes, their prices are very high b. Yes, they've got many different kinds. 4. Did the sale attract many customers? a. Yes, there were a lat more customers than usual b. Yes, the customers bought many things. 5. Did you take notes during the talk? a. Yes, | wrote a letter, b. Yes, | wrote the main points. 6. What isthe time frame for this project? a. We must be finished by Friday. b. It starts in September. 7. Did they assign anyone to do this project? a. Yes, they've signed the contract b._ Yes, Dean's team is responsible for it. 8, Are there any issues regarding the new marketing strategy? a. Yes, there are some probiems. b. Yes, i's going wel ‘questions wit! nin s from a tea @ writing task, cage 107 ¥ Workbook, page 18) 351 Read the invitation below. Then answer the questions on the right. <) ————— One Step Ahead 1. What is the topic of the exhibition? Marketing Solutions 2014 International Marketing Services Exhibition - Whanite theteehibaion? INVITATION: i ae You are invited to exhibit at . Where ist? One Step Ahead - Marketing Solutions 2014 ~ 5 ‘in Hong ‘Kong. 1. What do you have to do in order ‘The exhibition features the latest marketing to participate? trends worldwide and attracts business people from a wide variety of fields. ~ Geaaaata) | stoves Dates: 2nd Sth February, 204 exhibition manager? Location: Agoda Convention Centre, Hong Kong Exhibitors: Flin the regstration form and send it with ‘your depost by Sth September, 203 to: Lee Fong ~ Exbiton Manager J0Patk Lane, Wan Chai Hong Kong Telephone: +852 2224122, Fax +85272241023, Emat: Yong Sosasuperiobenet Hong Kong is stuated on Chinas south coast. Itis one ofthe world’s loading financial contres. It was a British colony unt 1997, 2 Two employees of a marketing company (A and B) are planning their company’s booth at the exhibition. Listen to the dialogue and circle the correct answers. +) ‘A: We're meeting the designer of our booth 3 ‘today / tomorrow and we need to give him specifications. : OK. Let's make a lst of the things we need. First, we'll need a big banner with the company Read the dialogue in Exercise 2 again, logo and slogan. ‘Then complete the list below. Right, and posters of our award-winning adverts aa | around the booth. We'll also need ? two / three laptops eae a at the booth + banner with * and :- What are we going to feature on the laptops? Video clips of some of our TV commercials * posters of and * brochure / website designs, too. ‘Nice. We'll also need a stand for promotional material. Yes, we'll need a “ big / huge stand for all the pamphlets and catalogues. ssssusue- for promotional Where should we put the giveaways? material: *..... aa : They can go on the main stand with the rest Salemi of the promotional material But there won't be enough space. }; We can display a few giveaways on the stand and we can store the rest ® under / behind the table. ‘: Good idea. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. #0 f snuneen nen With samples oh Sie wag aeraWorking with Vocabulary 5 Listen and repeat. Then match the words to 7 Listen and repeat the words and phrases in the items in the pictures. 4) colour. Then circle the correct answers. <) B 1. booth 4. pamphlet 1. Have you seen /read this video clip? It's groat! 2. banner 5, business card 2, Thee are many visitors here who work in the = gee 6 aan field of electronics / goods. 3. Can we see a sample of your name / artwork, please? 4, Award-winning fms are usually famous / old. 5, There's a lot of storage space in this book / cupboard. 8 Listen and repeat the words. Then use them to complete the sentences. 40 specifications * display * giveaways deposit * feature + variety 1. We've got customers from a large __- of businesses. 2. Companies sometimes offer... as: to attract customers. 8. Doyou ‘any diamonds in your shop window? 4. The house was but eccoeing fo the architect's 5. You can give me a. of £1,000, and pay the rest when you receive the product. 6. This new city will... - e0o-tiendly systems. 6 Listen and repeat the words and phrases in colour. Then choose TWO correct answers. 4) 1. catalogue can include ... a. prices b. contacts c. pictures 2, You use a stand to show your .. a. location b. products ©. services 3. Promotional material can be... a. projectors c. adverts bb. brochures 4, You can exhibit a. paintings b. issues c._ machines 5. You store things ... a. ina warehouse ©. inalobby b. ona computer 6. Youotten see commercials for. a. teachers b. shops 6. cars 7. You can sign up fora a. course 6. convention c. hotel 8. Trends are... a. procedures . changes b. developments38 Attending Business Events uary (page 121)) ‘the memo. Then complete the sentences below. #) (2 Getting Started: Vocab 1 Re ‘Small talk is an i small talk at a business event, well-established and if it has got the potential to become a \ customer. We are always looking for ways to increase the business, The following ideas can help you achieve this goal: eer) the Pec Getting ts) information’ Finding Creiris Port Prana) That's a rapidly-growing field. ) thay’s a hot product now. What's the hardest part of your job? Er) cr CD 1. According fo the memo, smalltalk 2 Two visitors at an exhibition (A and B) are making small talk. is for business Listen to the dialogue and fill in the missing words. 4) people. ‘A; Hi, I'm Linda Robinson. | represent Cosmic Import & 2, Smal talk can helo - Export. how successful a business is. B: to meet you. I'm Jake West from Smart 8, The goal of small talk is to create Homes, We produce home automation systems. more A: tsa? to meet you, Jake. I've read th 4, In order to ensure that a home automation is a rapidly-growing field. What do you conversation flows, you should do at Smart Homes? i B: Imthe® Manager. We'te looking for new 5. In order to show your interest, vendors, i you shoud bok ae person A: I see. Which markets do you serve? who's talking ant a B: Currently, we only serve the domestic market, but wer er ace sonata mate “hmmm? when it's A: The European market is very hot right now B: Yes, we're looking forward to expancing our business there. There's a lot of potential. ‘A: Why don't we exchange business cards? I'd lice to send you some about Cosmic import & Export Br Great. 11D © -nnmen-nennn tO have a OOK a In different cultures, business people (greet each other differently, for ‘example: some shake hands, some kiss and some bow.P23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. ‘Then write T (true) or F (false) next to the sentences. Correct the false sentences. 1. Jake West's company makes ‘smartphones. 2. Linda Robinson thinks that the types of products made by Smart Homes are becoming more and more popular. _- 3. Jake wants to find people interested in developing his products, 4, Jake's company sells its products in many countries. 5, Linda would like to do business with ‘Smart Homes. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then tick the logical sentences. «) 1. When you show interest in someone, you want to know this person. 2. Acompany with a lot of potential will probably be successtul 3, Awell-established business is generally anew business. 4, You might need more workers if you expand your business. 5. A hot product is popular. 6. When you make small talk, you may discuss a serious family problem. . When a conversation flows, there are many moments of silence. People want to achieve their goals. Listen and repeat the words and phrase: colour. Then match A to B to form sentences. 4) A We hope to increase our business Before you enter a market, ‘An important skill Avalued customer Hl give you a call so ‘An example of a rapidly-growing field We exchanged business cards ... 8 a. is learning how to make small talk b. we-can set a meeting soon. cc. is mobile phone applications. 4. e. f |. during a coffee break at the convention. by developing new products. is important for your business, 9g. you must find out about your competitors. Listen and repeat the words and phrases in A. ‘Then match them to their definitions in B. +) A age nod represent thoughtful vendor body language B act or speak officially for someone move your head up and down communication by movement, not words how old someone is attentive and considerate a business that sells products oosens re accepaa. a= 251 > Getting Started: CERO a Se oe ae Teer Dear Jil, AAs per our conversation yesterday, | would like to confirm the itinerary for your trip to Bejing with ‘Adam Ford, | have booked two business class return tickets on direct flights. Please see the details below. Outbound flight: 4th March at 8.00 am, local time. Inbound flight: Flight number TA145 from BCIA to London, Heathrow. Departure is on Sunday, 10th March at 11.00 am. Arrival is on 10th March at 11.00 pm. ‘As requested, I've also organised rental of an intermediate class car (automatic) for the week of your trip. The car will be waiting for you at Check Cars at the airport. The drop-off point will be there, too, Insurance and unlimited mileage are included. Please send me a copy of your driving licence. Your e-tickets and rental car voucher are attached. If you need anything else for your trip, please let me know. Thank you for choosing Tim's Travel Sincerely, Ronald Peters Tim's Travel Business Trip ~ Adam and Me Flights Flight to Beijing: number ' zs London, Heathrow to:” SS Departure date and time: * Atival date and time:* Flight to London: number * ‘ ae Departure date and time: « Arrival date and time: Car Type and size of car: Rental agency: '" + includes: ?LJ insurance Making Travel Arrangements Flight number TA132 from London, Heathrow to BCIA (Geling Capital International Airport). Departure is on Sunday, 3rd March at 3.30 pm. Arrival is on Monday, 13] Unlimited mileage ‘according to manual or automatic and according to size. Different agencies classify cars diferentiy ‘small: compact / economy medium: intormodiato / mid-sized ed / standard luxury / premium 2. The CEO's personal assistant (B) is calling a travel agent (A). Listen to the dialogue and circle the correct answers. 4) A: Hello, Fast Air Reservations, Charlie speaking. May | help you? B: Yes, I made a reservation for our GEO on 20th July. However, | need to " change / cance! the reservation, ‘A Allight. May | have the passenger's name and flight number, please? B: Yes, i's Leo Hunter, fight number ® S927 / cage7, ‘As That's the direct fight to * Mumbai / Tokyo, B: That's right. Mr Hunter would prefer to fy on 21st July ‘A: I'matraid business class is fully booked. | can offer him a seat in economy class or lace him on the waiting list. Is there a fight on 22nd July? ‘As The direct flight on 22nd July has been cancelled, but there are seats in busines class on a fight going via Hong Kong. B: OK, I'll take that 2 ‘A: Fine, That's fight number GlAGO4 10 Tokyo (on 22nd July at * 2.50 / 2.55 am. Can I get the seat assignment now? Sure, I's © 7A / 704. I'l send you the ticket shorty. Remember that check-in is two hours before the flight There are different types of airline tickets: business, economy and first class. Do you know which is the most expensive one?P23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again and answer the questions. 1. Which travel agent does Mr Hunter's personal assistant call? 2. Why doesn't she book the fight on 21st July? 3. Where is Mr Hunters fight going to stop on its way to Tokyo? 4, When does he have to be at the airport’? Working with Vocabulary 5. Listen and repeat the words and phrases colour. Then tick the pairs of sentences with similar meaning. ) 1. a. Departure is at 23:15. b. The plane lands at 23:15. 2. a. Ourflight to Oslo goes via Munich, b. There's a stopover in Munich on the way to Oso. I've booked a return ticket to Rome. I've got a one-way ticket to Rome, 4, a. It's direct flight from London to Los Angoles. b. We take off from London and fly all the ‘way to Los Angeles. 5. a. The fights fully booked, but more people want to get on the fight. b. There are no seats available on the flight, but there is a waiting list. Our outbound flight lands at 2.00 am, Arrival is at 2.00 am. My fight was delayed by an hour. My fight was cancelled, According to my voucher, the fight back home is at 3.00 pm. b. According to my e-ticket, my inbound flight is at 3.00 pm. popge 6 Listen and repeat the words and phrases in colour. Then tick the logical sentences. 4) 1. You can make a reservation for a fight ‘months in advance, 2. You go to the gate to get on the plane. 3. Your itinerary includes the items you're going to pack | showed my passport at the check-in desk, You only show your boarding pass when ‘you get off the plane. Listen and repeat the words and phrases. Then use them to complete the sentences. «) passengers « rent a car + seat assignment overweight luggage + drop off « driving licence Unlimited mileage + insurance 1. We're planning to and dive from Rome to Mian 2. This cers big enough for six 3. You must have a... order to drive a car 4 __--- means you can drive as many kilometres as you want without additional charges. 5, Don't forget to weigh your suitcases before you leave home. You don't want to be charged for et 6. You must get suitable ae before you travel - for medical problems and for your luggage. 7. My - 8. I'magoing to ss the same place that | pick it up. in on the fight is 17C. the car at he inv Name of Customer: Address:? oe ype ofcar: (Cleompact Clintermediate lluxury Pickup: Date:*__....__...Time: Place: Orly Airpart in Paris Drop off: Date: Time: 11.45 Place recrrneee Number of drivers: Payment method: Olash Ceheque Ceredit ard Price for rental: "* a Price for extra: €5¢ (GPS)Booking Hotels and Restaurants (2 Getting Started: Vocabulary (page 122) 3 1 Read the advert. Then look at a company’s requirements below and copy the phrases from the advert that show the hotel can Satisfy these requirements. «) ‘Company's Requirements: 1. The hotel must be located in the centre. 2, The rooms must have acoess to 8. The company needs a place for businoss meetings. 4, The hotel must have exercise facilties 2 The company needs three executive suites with single occupancy for four nights in September. Its budget for these hotel reservations is €1,800. Is tho hotel in the advert suitable? ‘The Financial Director's personal assistant (A) is talking to a reservations clerk at a hotel (B). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) Chinese + January * night + seats * dates quotes A Hello, I'm caling from BH Import & Excort ‘We're checking out different hotels for a business trip from 17th tl 49th of How many people are we talking about? Aparty of 12, and we'd lke 12 executive suites. Let me check our vacancies. Yes, we've got 12 executive suites for single occupancy on those A: Good. What are your rates? B: I's £10 per ® for each room, haf board. Would you ike me to book the rooms? AL Not yet. First, I'd tke to gat & from another two or three hotels. B: | understand, sir. Az I'd also like to know if we can book a private room for the 12 of us at the hotel restaurant for business dinners on both evenings? B: Yes, you can. Our Tuip Room 5 12. Its very elegant, with a pleasant atmosphere for business dinners. ‘A: What type of cuisine do you serve? Bz We 81V0 © san---nnennen—— » Japanese and, Thai food. Our head chef is from Thailand, ‘A: Lovely. Thank you for your assistance, Pre Practise the dialogue in Exercise 3 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 3 again. Then read the false sentences below and correct them. 4. The business trip is four days long. 2. The party of business people want executive suites with douible occupancy. 3. The rooms offered cost £150 per night without breakfast 4, The personal assistant wants to book rooms ata few hotels. 5. The business people want to have lunch together at the hotel restaurant.Working with Vocabulary 6 Listen and repeat the words and phrases in 8 Listen and repeat the words and phrases in colour. Then choose TWO correct answers. <) colour. Then write T (true) or F (false) next to the 4. Abusiness centre will probably have a sentences. +) ia ecco! eae 1._Itwe go on holiday during low season, nee ibe mor exces than cng 2 chee eles mening 2, Anexecutive suite is usually used by a awaiter ©. laundry service business people >. aber 3, Astandard room is more elegant than a 3. Achef.... luxury suite a. creates recipes 4, Asingle room is for one person and @ ». supervises meal preparation double room is for two people. i porver'ronks 5. you choose full board, you get three meals a day. if you choose half board, you 4, Ifa quest orders room service, the guest : don't receive any meals. may want a. ameal c adding 9 Complete the sentences with words and b. another room phrases from Exercises 6, 7 and 8. 5. A fitness centre has often got 1. “Ill'be staying at the hotel alone, so I'd like to a. akitchen c. swimming pool book a. »" said Brian to the reservations clerk. b. exercise machines 2. “There are always more vacancies during 7 Listen and repeat the words in A. Then match “ +" the hotel manager said. the words in A to their definitions in B. + 8. "Please send this fax for me," Mr Wilson iA requested of the secretary at the hotel 1. luxurious 5. bill - 4, "We'd like to book a table at the restaurant this party 8. non-smokin 2 2 e0ring. We're & mn of 10 adults See 7. ERY and four children," said Sandra. 4. tip 5. "My kitchen prepares Indian... B explained the head — a a aayaoronang 6. "Of course a luxury suite is much more ene tH : . very comfortable, elegant or enjoyable explained the hotel receptionist raced 7. "We're ready to go. Can you please bring us 4d. indicating smoking isn't allowed our 9" requested Sharon of e. invoice her oven tthe restaurant a group of people doing something together 8 You can get a great massage at the hotel 4g. extra money paid to thank and there's ago a large person for giving a service ‘outdoor... Tip! ‘Some words have got more than ‘ont moaning, ike tip and party. Read this helotul tip. Don't forget f0 leave the waiter atip. 1'm having a birthday party. I'd tke to book a table for 4a party of 20. How do you say each of these words in your language? 43Time Clock Regulations (SGetting Started: Vocabulary (page 123) 1 Read the FAQs (Frequently Asked Questions) page. ‘Then correct the sentences on the right +) GOI E aus acl cd Q: How much holiday leave does an employee receive? Employees who work a 5-day week receive 28 days paid annual holiday leave Q: How do employees submit a request for holiday leave? The employee must give written notice. Can the employer refuse to give leave? ‘The employer may restrict when leave can be taken, for ‘example at certain busy periods, but can't refuse to let workers take any leave at al Q: Can an employee carry over leave from year to year? If an employee has not taken the amount of annual leave he / she is entitled to, the employee will be able to carry over a maximum of five days to the following year. : How many sick days is an employee allowed to take? : Twelve days. : Does the employee have to provide a doctor's note to the employer for sick leave? ‘A: An employee who is on sick leave for three consecutive ays or more must provide a sick note signed by a doctor Can an employee take leave for a sick child? A: Employees are enttied to five days of unpaid leave to attend to family matters, Employees get three weeks of holiday leave every year, 2. Anemployer must give leave at any time an employee requests it. 3. An employee who has got a week's leave left from the previous yeer can take it this year. 4. An employee must bring a doctor's note if he / she is il for over a day. 5. An employee gets paid when taking leave for a sick chit. ‘The HR Director (A) is reviewing regulations with an employee in the department (B). Complete the dialogue with the words and phrases below. Then listen to the dialogue and check your answers. +)) right + keep track of + long + instructions + ask ‘A: Carrie, let's go over the company's time clock regulations. You'll need to give these"... to the new employees tomorrow. | B: I should instruct them to clock in when they arrive and clock out when they | leave by swiping their card through the card reader. Isn't that ? ‘A: Yes, but you should also warn them that they must never swipe th card for them! | | B: You mean if colleagues * .- YOU to clock in or out for them for some ) reason, you mustn't do it. ‘A: Exactly. We need to know each employee's work hours. In addition, we use the ‘card reader to * employees for socurity reasons. | understand. What happens if an employee forgets his or her swipe card or loses it? ‘The employee must notify his or her manager immediately. | see. Carrie, we've got a _- Ist of regulations to go over — working overtime, maternity leave, siok leave, Do you want to get some coffee before we continue? PREDD3 Practise the dialogue in Exercise 2 with a partner. ay attention to the expressions in colour. A. Read the dialogue in Exercise 2 again and complete the sentences. 1. Employees must clock in when they 2. Employees must clock out when they 3. The card reader records the 4, Employees who lose their swipe card must 5. The HR Director suggests before going over the rest of the time clock regulations. Working with Vocabulary 5. Listen and repeat the words and phrases in Colour. Then tick the logical sentences. «) 1. A part-time employee works more hours than a full-time employee. 2. Abusy period isa time when there isn’t much work <8. Your co-workers are the people that you work with, 4, Employees go to work when they take holiday leave. _. 8. If you take a week of unpaid leave, you will not get a salary for that week. 6. An employee clocks in when arriving at work and clocks out when leaving work. 6 Listen and repeat the words and phrases. Then use them to complete the mini-dialogues. sick note + maternity leave + refuse ‘swipe your card « sick leave « card reader restrict « overtime 1. A: Doyou often work... 2 Yes, | usually stay an extra hour AAcia is having a baby in the spring When is she going on John was ill last week. He was on ‘or four days. Be oe 2 = Did he bring @ doctor? How do you clock in? YOU wenn _-- through the 7 I's next to the reception desk 5. A: The company can't... give you holiday leave! B: That's true, but they can ‘when you can take it. from his - Be 10 7 Listen and repeat the words and phrases in colour. Then match A to B to form sentences. A I must take time off next week .. You must give written notice to .. According to our company’s regulations, ... Did your supervisor approve your request Are you entitled to .. B submit a request for holiday leave. or did she reject it? toattend to some urgent family matters. 28 consecutive days of paid annual leave? you can carry over nine days of holiday leave from year to year. @— verb is a verb that is followed by one or more particles. The meaning of the phrasal verb is few minutes. : 2 B: I suppose | should also log off the computer when | Caaeetaenae i : leave. 3. = ‘Ac Of course. You don't want anyone to see your COMPULEE 4 nnnano—nee- Remember to also lock all office doors, * 1 drawers and fle cabinets,O= Working with Vocabulary 5 Listen and repeat the words and phrases in A. 7 Listen and repeat the words and phrases. Then ‘Then match them to their definitions in B. «) Use them to complete the mini-dialogues. 4) A security guard + lock + safety » question 1. software 6. hacking key ¢ surveillance system + valuables 2. install 7. monitor 1. At Please... the door with 3. security camera 8. premises sie 7 4. personal belongings 9. suspicious B Have you lost yours? a 5. viruses 10. protect 2. A: Did you the employees in B your department about the missing items? B: No, | didn’t -all the tems were found in a. acoassing a computer network illegally aa — b. keep safe eae gos. things that damage computers 9A there place nthe bulng to Keep my a icetia abaelil lave B: Let's ask the. a w=» « He'll know. _- programs used by computers, ass = fhe 4, A: How do you ensure your employees’ ? a company’s buildings and land eee Ripe 7 B: We installed an excellent wwmeom—renme oats for the entire building _. |. seams to be dishonest or itegal j, amachine that records what it sees 8 The words in bold are in the wrong sentences. Write the words next to the correct sentences. 4. You shouid lock your security cameras in the ip! ©). wards have got new meanings in the field cupboard... of technology: 2. The security guards alert the company virus « mouse + window * bug » surf premises, What are their old meanings and new meanings? 9. Several keys have damaged my computer. 6 Listen and repeat the words in colour, Then 4, There are two firewalls next to the entrance decide if the pairs of sentences have got the Site bee a same meaning. Write § (same) or D (different) «) 5. You should instal these viruses on your _. 1. a. Employees must accompany their Computer for Safety PUIPOSES, ommmennn visitors on company premises. 6. Does the alarm system question the police . Employeos must otter assistance to when there's & CAIN? mm visitors on company premises. 7. Where are the valuables to the conference 2. a. The receptionist lft the reception OOM and tHe SLOCKTOOM? naman desk unattended. 8, Theee’s an unfamiliar man walking around the ibe There ves holon ar'thatieception lobby. A security guard should protect him. desk ae _. 8. a, Those men are unfamiliar to me. b. | recognise those men. 4, a. The car park has got sufficient lighting, The car park has gota firewall. _ 8. a, Whatis the purpose ofthe anti-virus software? What is the reeson for instaling these computer programs? -- 6. a, Thealarm system rings loudly when there's a break-in b. The alarm system alerts us when someone accesses the premises ilegallyCustomer Service (CGetting Started: Vocabulary (age 124) 1 Read the e-mail. Then complete the sentences on the right. <) To all Customer Service Representatives, Lately, | have received complaints from customers who were dissatisfied with our service. I'd like to remind you that customer service affects our company’s reputation in the long run. Therefore, ‘When dealing with customer complaints, try we must keep our customers satisfied. Here are 5 put yoliset M ths customers placa, The 2 few reminders of how to deal with enquiries or ccustoriwre needles foal youre on tharraide and complaints. that you empathise with them. 1. Greet each customer in ¢ friendly manner. Treat the customer respectfully. 2. Listen carefully and ask questions to understand the customer's problems and needs. 3. Apologise when necessary. Don't argue with the customer and always speak calmly. 4, Try to think of a solution that satisfies the customer. Depending on the situation, offer a refund, replacement or gift, 5. Assure the customer that you will solve his oF her problem. Use phrases like “I'll see what can 1. Customers have recently about the service they received from the ‘company. 2. The company may lose money one day because of a bad... sl 3. It important to be. and behave to customers. 4, Ask the customer questions to find out be done” and “I will keep you updated”. 5. You argue withthe | 6. Keep promises and follow up to check that Sear es problems are solved. 6. Tryto think ofa for each Tina Logan Pepe, Head of Customer Service ig -.that al problems are really resolved at the end. 2 The Head of Customer Service (A) is talking to a Customer Service Representative (B). Listen to the dialogue and fillin the missing words. «) AA: Helo, Cary. Come in and take a B: That mas the +. call of the » please. day, | was really exhausted. B: Helio, Ms Butler You wanted to see me. ‘A: That's no reason to be rude to a customer. ‘A: Yes. I'm afraid there have been complaints B: I'm sorry, Ms Butler. It won't happen from customers about you. 8 ae B: Really? | certainly hope not. Cathy, we're generally A: Firs, | received a call rom a Mr Jones. He happy with your work. But, you must handle complained about not getting a chance to ‘customer complaints professionally. explain his problem. You his call and he was disconnected. B: I'm realy sory about that. We were getting ‘80 many calls at that time. P3 Practise the dialogue in Exercise 2 with a A OK, but that's no excuse. There's another partner. Pay attention to the expressions in from a Mrs Terry. According to colour. her, you were very impationt and you interrupted her while she was explaining her problem, 7 B: OK. Thank you, Ms Butler. I'l do my4 Read the dialogue in Exercise 2 again. Then tick the correct sentences below. There is more than one correct answer. 1. Customers complained that Cathy a. didn't alow them to explain their problems b. didn't transfer their calls properly ©. interrupted them d. argued with them 2. Cathy explained to her supervisor that a. she is always polite . there is a lot of work ©. she gets tired — d. sheisn't happy at work Working with Vocabulary 5 Listen and repeat the words in colour. Then tick the sentencos that relate to good customer service. 4) 1. The customers are satisfied with the service they receive, 2. The reps are often rude to customers. -- 8. Tho reps respond calmly to customers’ complaints. 4, The reps are usually impatient. 5. The reps always speak respectfully to the customers. <6, The reps aways greet customers politely. 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. 4) A 1. remind 5, deal with 2. refund 6. dissatisfied 8. replacement 7. exhausted 4. manner 8 apologise B a. the way something is done b. very tired . substitution d, cause someone to remember fe. handle 4. say you're sorry 9. unhappy h. the return of money 7 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. 4) argue + enquities + reputation + keep a promise treat « in the long run + solve + assure 1. That company has got a bad because of its unhelpful customer service. 2. You mustn't = with customers. Stay calm and professional 3. There have been many 7 this week about our new XY20 phone. People want to know when it'llbe in the market. 4. We Must an enennon all our customers with respect and aways speak politely. 5. hope we made a good decision, but well only know the answer a 6. Did you the customer that she would get the delivery by Tuesday? 7. isn't always easy 10 vo problems, but we try to find good solutions. 8. You must 7 that you make to a customer if you want the customer 10 be satisfied, +. Complaint received by: Customer's name / ‘company: Description = a i in new photocopier Transferred cusiomer to Customer's name / ° 1 Harford College Description of Recened ? ‘complaint: fling cabinets instead of | ‘Action taken: Correct order to be sent by Q rev ONL incorrect order to be pees a then.50 123 Hil Road Birmingham B56 25th uly, 2013 Dear Ms Philip, Following our telephone conversation yesterday, lam writing to give details of my complaint about my fails holiday at Sun Hotel in Rhodes from 9th to Tet uly, 2013. ‘We booked the holiday through SunTours after seeing itn ‘yourbrochure, fm aad the hotel was not atl ike it was presented in the brochure. Although the hotels supposedly four-star accommodation, the rooms were mal and uncomfortable The a-conitoner was very olé and madea noise. The curtains in one ofthe rooms were tor! nadeition, ‘there were problems with the hot waterand the rooms smelled of cigarette smoke. Moreover, the swimming pool as dosed for to days because of technical problem. eel that we are due a ful fund fr this holiday, a wel as ‘compensation, sine itfailed to meet the description in the brochure and we vere very disappointed. ook forward to hearing from you within the next two week. Yours sincerely, len Gill \We use connectors of addition such ‘as moreover, furthermore, in adltion and as wel as when introducing more similar ideas. In addition, there were problems with the hot water |. Why does Ellen Gill write the letter? 2. Why was she dissatisfied with the rooms? Find five reasons. 1 eeeN 3. What other problem was there at the hotel? 4, What is Ellen Gill requesting from SunTours? 2 The Director of Customer Service discussing a complaint with a ‘Complete the dialogue with the De Then listen to the dialogue and chec! answers.) assist + may + soon + goods + manager A; Hello, Stradford Antique Company, Amy Kim speaking. How *.. Thelp you? B: Hello, this is Mikhail Romanov from Moscow Antiques. I'm afraid I’ve got a very serious complaint. That's why | asked to be transfered to you. | see. What is the matter, Mr Romanov? Allthe® you sent us are ‘damaged! The container must have been. cropped because al the items are broken! A: | apologise most sincerely, Mr Romanov. We value you as a customer. | wil tlk to the 9... ._ of the Export Department, Mr Clark, to see how we can a a B: What can you do? We'll have to make a cai. Nothing can be repaired. This will have serious consequences for our business. A: I'm sure we'll find a way to compensate you for the inconvenience. | hope so. | look forward to hearing from YOU Very Son A; I'll be in touch with you, Mr Romanov, in the next few hours. ae Practise the dialogue in Exercise 2 with a partner, Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 a and complete the complaint form. ‘COMPLAINT FORM StRADFORD ANTIQUE COMPANY Customer's name: ' Customer's company: * Complaint received by:* Description of complint:*.. z Action taken:Working with Vocabulary 5. Listen and repeat the phrases in colour. Then write six sentences using the chart below. Use all the phrases in colour. +) makes a noise. Thess | | 9. Thepsine| |r otal The milk. irc, famissing a. 1 ; ; 2 eat a ‘ ; : a sl Listen and repeat the words and phrases. Then write each one next to its definition. 4) overcharge + defect + be in touch inconvenience * under warranty 1 have contact Bec is guaranteed ea something wrong 4 ask for too much money 5 = dlficuity caused Listen and repeat the words and phrases in colour. Then match A to B to form sentences. A ‘We wil ship the goods at our expense The customer insists on These products failed to mest .. We were disappointed The company has got expectations We were supposed to have a meeting yesterday, B our requirements cof making a good prot. butit was cancelled with the quality of the shoes. getting a refund, not a replacement. instead of charging the client. oeonena -esaoge Listen and repeat the words and phrases. Then use them to complete the sentences. «) compensation + consequences + due make a claim + faulty part + pricing credit your account + repair 1. 'matfaid the shoes are completely torn. ‘There's no way to... them. 2. This is not a small problem. it will have very serious vnceenene ne! 3. The machine doesn't work because it's got Bea an WME do you offer for the delay in shipping? 5. Was there really an error in sane ennnnnn ? LOU'S ChE with the Sales Department. 6. I've spoken to a lawyer about our complaint ‘She suggests turning to the insurance company to. 7. The service was terrible. We are a full refund! 8. apologise for the mistake. We will enone with the aroun we overcharged. @ wing tests, ages 108:100'( Workbook 29026) 5)52 > Getting Started: Vocabulary (page 125) 1 Read the extract from a marketing courss ‘Then complete the sentences below. +) Sree SERCH GET SURVEY create cowmere nos Knowing what your customers want is very important when developing a product. ‘The best way to learn this is to conduct a market survey. ‘The stages of planning a survey: ‘What is the purpose of your survey? What information do you want to find out? This determines who you will interview and what ‘questions you will ask them. Pens eed the survey. cer Pac population. or eer interview. Cresteyour Sora jonnaire according questionnaire. isis ry to keep: errs eras ee Companies do market research in order to ‘The marketing team must decide what They must decide The questionnaire shouldn't be 00 sn oa sens they want t interview and ais the quantty of “They should analyse the postive and negative sides of its recommended to ge the avestonnare to A simple definition Of marketing is Putting the right product in the right place, at the right pore, at the right time, of the survey are, and it should be _— in order to see. z ‘Two marketing managers (A and B) are discussing how to do market research for a new product, Listen to the dialogue and fill in the missing words. +) ‘A; We must decide on the best way to do our market research B: Perhaps we should conduct personal interviews and have small focus groups. ‘That way we can show the interviewees a demo of our ‘A: But thats expensive and il take along time. A telephone survey is faster and cheaper, and welll be able to reach more people. B: You've got a point, but many people refuse $0? enemies QuRStiONS ON the phone and we won't be able to shaw them our demo. ‘A: How about an e-mail survey? It’s fast, cheep end we can get information from of interviewees, B: True, We can also attach pictures and sound files, But then again, many people cfs resting that 2 of mail - they don't Perhaps the best rid is to conduct a web survey. We'll post our questionnaire witha demo on websites that are with our target population. B: That way, we'll get thousands of responses quickly and cheaply. ‘A: Lets discuss all our options in the meeting ont and reach a decision.— P23 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again. Then choose two types of interviewing methods discussed and write their advantages and disadvantages. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then circle the correct answers. 4) 1. An interviewee asks / answers questions in an interview. 2, When you test something, you check / write about 8. You fsten fo / read a sound file. 4, Ifyou are concerned about something, you are enjoying / worried about it. 5. Aloyal customer usually shops at different places / the same place. 6. When you have a few options, you have a number of possibilties / problems. 7. Ifyou don't mind something, you're angry about / fine with it. 8, Aseries is a number of things that are connected / very aifferent. 6 Listen and repeat the words and phrases in colour, Then match A to B to form sentencs A You conduct a survey Amethod ... Sales analysis .., Your target population ‘When something is on sale, 8 — a. itis cheaper than it generally is. . to collect information from many people, , is the group of people who you think may buy your product. ‘examines how well products have sold. e. isaway of doing something, osena 7 Listen and repeat the words and phrases. Then use them to complete the sentences. ) find out + brand + focus group + buying habits interested in + demo + questionnaire + factor go ahead + market research 1. Welll sell this product to people who are nen SOM 2. When | buy a new air-conditioner, the most IMPOFHAN nn --——is the price. 8, We need to <= what People think about this new drink, 4, How many people should we ask to answer the ont 5. | usually buy this oe of coffee because it's my favourite. CAS ‘of something shows what it can do. 7. Of course you can ask me a few questions — ' 8, We met with a . 10 discuss our new product with them, 9. Our. nai provided data about the s of 12,000 people in the city inorder | 2, What type of cereal bars do you prefer? Cchocolate Cinut Go preference Choney — Dfruit How much would you pay fora single cereal bar? 1125-50p (151-75p 1976p-£1.00 bran1 Read the e-mall. Then tick the topics below to be discussed at the meeting. Dear all, I'm happy to announce that we've reached the last stages in the development of our new electric vehicle - the NNT Mini. Bethany's marketing team will be responsible for planning our marketing strategies, Bethany’s team will meet with Owen's production ‘team on Sth July at 10.00 am for a brainstorming session. The following issues will be discussed at the meeting, Please come prepared with your thoughts and ideas. > What is the USP of our vehicle in comparison to cour competitors’ vehicles? > Who are our prospective customers? What are they interested in? What are they concerned with? > What is our market size? How will we increase the ‘demand for our product? > What marketing techniques will be most effective? > How can we prepare an original marketing campaign? What kind of promotions will atract Consumers to our product? What public relations events should we plan? Please confirm your attendance by 15th June. Ethan Graham Marketing Director 1, Developing a new electric vehicle 2. Comparing the company’s new electric vehicle with similar products made by other companies: 8. What kind of people might want to use the new electric vehicle 4. Selling this product to people in other countries 5. Finding ways of improving the product to attract customers How to make more people want the product 7. Analysing the technology used in the evelopment of the product ‘The best marketing methods for this product New ways of reaching customers Making the product a type of public transport 3 point. A USP is what makes your USP is short for unique product diferent or better than the competitor's similar product. A telemarketer (A) is talking to a prospective ‘customer (8). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. +) cost + slow * home « think + increase + address ‘A: Good morning, Mrs Davis. This is Jessica caling from Repair4Ul, a computer repair business. May | ask you a few questions? B: OK ‘A; How many PCs have you got at 2 B: Wall, we've got two PCs, but my son’s been Complaining that his is rather A; Mrs Davis, we specialise in repairing PCs. We're extremely efficient and we offer excellent service at low costs, B: Sounds good, A: We've got a special offer. We'll repair your computer and * its memory. We'll add in a free wireless mouse, too. How much wil this * 2 ‘Ac You'll get all this for only 260, which I'm sure you'll agree is great value. Well, Ili have to §. _ about it Mrs Davis, this offer is only valid till next Friday. Why don't you take advantage of i? We can pick up your computer today and get it back to you within three days. B: Allright. Our® Bayswater Street. A: Excallent, Mrs Davis. You won't regret it 1825 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4. Read the dialogue in Exercise 2 again. 7 Listen and repeat the words and phrases in © Then circle the correct answers. colour. Then circle the correct answers. <) 1. Jessica calls Mrs Davis to 4. Amarketing campaign can include a. sellher a naw computer demonstrations / budgets of products b._ sell her company’s services 2. Our financial / sales department is in charge of creating good public relations. 2, Repaid is a company that... computers. ae a 3, Aform of promotion is giving a tree sample / a. repairs conducting a survey. b, markets 4, An original idea is one you often hear / 3, Jessica says that her company’s service is. ‘have never heard about. igi fee 5, If'@ product appeals to you, you like / hate it. b. not expensive 6. When you regret something, you are happy / 4, Jessica offers Mrs Davis a wireless mouse sory about it. a. because Mrs Davis chose Repair4U b. in order to persuade Ms Davis to accept. «8 Listen and repest the words and phrases. Then use them to complete the sentences her offer below 5. Mrs Davis can only get the company’s offer iakasaieanigueitis aiseiek specials a. for three days in comparison to + image b. tillnext week 1. Our alarm system has got many USPs faba _nnummenee the competitors’ Working with Vocabulary alarm systems. 2. There are a few a 5 Listen and repeat the words and phrases in A. this project. You can't do it in one step. ‘Then match them to their definitions in B. 4) 3. Our Marketing Department is working on a A new campaign to improve the company’s 1. consumer 4, persuade i . companies in . ee : ice ental producing medical equipment. 5. When you... B ‘something, you make good use of it. convince possible future client person who buys goods ‘someone that competes with you plan of action for selling products Person who tries selling products by phone spaoge 6 Listen and repeat the words in colour. Then tick the pairs of sentences with similar meaning. 1. a. There's no demand for this product. People are interested in buying it. This offer is only valid till May. You can only get this offer tl May. ‘The business lunch in this restaurant is good value. ‘The business lunch is too expensive. Our method is effective, ‘Our method works well My PA\is a vary efficient worker, My PA gets a lot of work done in a short time. @ muting task, page 103% Workbook. page 28) 55 ee56 1 Read the cash flow statemer B ESMOND Cash Flow Statement (direct method) For the year ending December 31, 2013, a ») Cash Flow A gues USO in ausonds. Pornheses none repstive vous (Gis ows tom operating activities Revenuo (cash received from customers) Merchandise ventory Personnel costs Other operating expenses (advertising, shipping) Corporate income taxes paid [Net cosh provided by operating octiles inv ‘activities Sale of land Buildings renovation Purchase of equipment ‘Net cash used in investing activities: [Gosh flows from financing activities ‘Shores issued Payment of dvidends Repayment of long-term loon Interest Net cash used in financing acties "Net inetease in easn ‘Cash boiance on Janvary 1, 2013 ‘cash boionce on December 81, 2013 CN a 8,650 1,228) (2,250) (2142) (865) 2,168 365, 685) 225) (286) rip!) = UK Engish and US Engish write the date incre wave, HP vet0ecembor, 2013 a December 31, 2013 4, In 2013, Emerkson Corporation paid ssn tO VONdOrS. ‘on employee a related costs. 8, The company was paid for seling land it owned. 4, Emerkson Corporation paid... for renovating their buildings. spent... on new equipment. When the compeny issued shares, it got 2 7. Emerkson Corporation paid dividends of eres 03 8. In 2018, the company increased its net cash by When the amount of money coming into your bbusinoss is more than the amount of money leaving it, you have a posttive cash flow. 2. The Financial Director (A) and the CEO (B) of a company are discussing their financial situation. Listen to the dialogue and fill in the missing words. 4) ‘A; Based on our cash flow statement, I afraid we might go bankrupt. m : But we're a profitable company. How is that 2 ‘A: We're profitable, but we won't survive if wwe haver't got enough cash to pay suppers, B: Wel, we've got plenty of guaranteed the next 2 ne months, our sales in A: That's correct, but we have to pay over £125,000 to several suppliers next week and we won't get paid by most of our Customers tl MEX ® nn B: Why don't we ask our customers 10 pay us in advance? We can offer them a 1% discount if they pay now. ‘As They can’t, Most of our customers are “ nun BUSINESSES and they've got their own cash flow problems. Then the only solution is to take another loan You're right. if we don't get a loan, we'll go out of business. B: | don't think we'll have trouble getting a loan, Call the *. fight now. We mustn't waste any time.P23 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases in partner. Pay attention to the expressions in colour. Then match A to B to form sentences. «) colour. : A 4 Read the dialogue in Exercise 2 again. Then The cash flow statement shows answer the questions. When a company issues shares, ... 1. Why is the CEO surprised that the company Corporate income tax is money that .. might go bankrupt? A successful company pays high dividends... Banks charge interest rates When you waste something, you use tt. The renovation of the company’s head 2, How much money must the company pay suppliers next week? Noesena ~- office . 8. What does the CEO fst suggest as a i solution to the problem? ‘a. a.company must pay the government. b, toits shareholders, 4. Why isn't the CEO's first suggestion @ good elisereiael ae solution? d. on loans. : acer eee e._itreceives money. = f. not fora good purpose 5. What does the CEO suggest next? 9. the amounts of incoming and outgoing money. oe 8 Listen and repeat the words and phrases. Working with Vocabulary ‘Then use them to complete the sentences. ) fitable + figures + deductions + an increase 5 Listen and repeat the words in A. Then match orl the words in A to their definitions in B. <) Phrcheae.sinetieioross « alderreaee, _ si 1. Accountants and bankers work with nnn OVERY OY. 1. expense a. money received 2. we rBeAHay lange = 2. income have an obligation to pay vehicles for the business last year 3. owe ©. giving money back 3, When something becomes bigger or greater, 4. survive 4. continue to exist there fs. and when Seinesanath se: :(poney Wits spank something becomes smaller o less, there's 6 Usten and repest the words and phrases in 4, My fist busines investment was extremely ‘only invested $1,000 and I received $9,000 a year tater! salary is $5,000, but my salary ~ the final sum after usu ~i8 ony $3,850, colour. Then circle the correct answers.) | 1. Long-term is over a considerable period of time / amount of money. 2. When you take a loan, you give / owe money. 3. A company’s revenue is its staff / income, 4, The cash balance is the amount of money left over / owed. | 5. When you go out of business, you stop operating / go on holiday.1 Read the balance sheet. Then answer the questions below. 4) ; SS Cc oectnn ‘enim carder d_isite” |] Sct antes + shroeldr’ eau Balance Sheet 28th February, 2014 Assets Current assets: Cash & cash equivalents paar yecaebe Inventory Eames) 2 A prospective investor (A) is talking to an investment analyst (8) about the possi westing in a small company. Listen to tl logue and circle the correct answers. 4) I'm thinking of investing in a * book / clothes shop. B: Before making an investment, you have to find ‘out everything you can about the business. ‘A: What should |? check / ask? B: First of al, the company's balance sheet can be a good indicator of the business’ health. What should | be looking for? Other current assets Total current assets Non-current assets Property and equipment | Total assets Well, for example, lots of inventory and little Liabilities ‘cash can be a bad sign. Current liabilities ‘A: You mean it may have a lot of ® goods / Accounts payable products in stock because it hasn't succeeded in soling them yet? B: Exactly. Good business means a good inventory turnover - when merchandise moves, from the warehouse to customers, ‘A: see. And how can | check if the business ‘owes any money to creditors? B: Check the liabilities listed in the balance sheet. Liabilities, for example, include * taxes / Jeans, accounts payable and acerued expenses. ‘Az And! quoss the most important thing is to check that the business’ assets are much greater than its liabilities. B: © Of course / Absolutely. You want to know its equity. Accrued expenses Income taxes payable Other current liabilities Total current liabilities Non-current liabilities Long-term debt eae Total iabiities [291 Shareholders’ Equi Share capital Retained earnings 2B Practise the dialogue in Exercise 2 with a partner. 1. How much money do customers owe Pay attention to the expressions in colour, | Premium Garden? 4. Read the dialogue in Exercise 2 again. Then ‘complete the Investment Analyst's Tips. 2. Does the company awn any equipment? 8. How much money does the company have to pay in taxes to the government? 4, How much money does the company owe? 5. Has the company spent all ofits earnings?the Working with Vocabulary 7 Listen and repeat the words and phrases. Thon use thom to complete the sentenc 5 Listen and repeat the words in colour. The current + equity + in stock + equivalent ‘words are in the wrong sentences. Write the composition + sign + non-current + own ‘words next to the correct sentences. ) out of stock 1. Investors are money that a company owes. 1 an has got the same 7 value as another person or thing, 2, Tumover is goods to be bought and sol, 2 AW __...i8 an indicator of iss something, 3, Al the things of value that a company has 3. Is that boat company yours? Do you got, such as cash and equipment, are callod oo are it ‘merchandise... 4, The = of something is, 4, Types of liabilities are land and buildings. the different elements it's made up of. a 6 is the value of the 5. Assets are people who spend money on a shares issued by @ company and its retained business in expectation of making a profit. earnings. - 6. When items are 6. Property is the rate at which goods are sold they are available for sale, and when they'r= and replaced at a shop. 7 vee they are not available for sal. 6 Listen and repeat the words and phrases in 7. Something that is colour. Then circle the correct answers. 4) abede ta present tine, and someting that 1. Acompany's assets and liabiities are listed is idagen't belong pai only to present time. a. cash fow b. balance sheet 8 Read the questions and circle the correct responses. 2. Atterson Corporation has got ... of $2 million that can be reinvested in the company. 1. What liabilities has your company got? a. accrued expenses a. The main one is accounts payable b. retained earings , The biggest one is accounts receivable 3. You find the ... of a company by subtracting 2. What is the Composition ‘of the company’s: its liabilities from its assets. non-current assets a. debt a. Its assets are worth $4 millon, b. net worth b._ I's got two buildings and 20 industrial bread machines. 4, Our company has got to pay a lot of money — ie r in fact, we've got ... of over $1.5 milion. 8, Have you got any long-term debt? a, accrued expenses a. Yes ~ our merchandise turnover. b, Yes ~a loan of 60 monthly payments. b, share capital . 5, .. are listed as a company's liabilities. 4. What are cash equivalents? a. Accounts receivable a. They're assets that can be changed into cash easily. bk BRE ae b. They're money that isn't included on a. 6. The company owes money to its abana attest a. cash flow b. creditors @ wntting task, pag0 110 Workbook, page 30) 59> Getting Started: Vocabulary (page 127) 1 Read the advert. Then read the false sentences below and correct them by changing the words and expressions in bold. +) SAVINGS BANK OF THE MIDLANDS Cre re all Business Loan can give you the flexibility you need to be able to fund your long-term projects. © Business loans available between £1,000 and £25,000 Choose your repayment terms: repayable over 12 "months to 10 years terest rate and repayments fixed for the duration of the loan. service@savingsbankmidlands.com (Or call us at 0880 800 8989 Or visit any of our branches 4. The minimum loan for a small business is £25,000 2. The interest rete may change every year. 3. There is no arrangement fee for taking a loan, 4, After your loan hes been approved, you wl receive the money in two weeks time. 5. Allloans for small businesses must be repaid to the bank within 12 months, 60 2. Asmail business owner (A) is talking to her accountant (B). Listen to the dialogue and fill in the missing words. 4) A Our cash flow improving. B: Yes, | think we have to consider apolying for aline of credit. It's the only way to pay our A: Aline of credit? How does that work? It works a lot lke a credit card. You can withdraw funds from the credit line any time AND tHE 8 enero Off YOU fOXIDIO payment terms. A; Does a line of credit have to be secured against collateral? B: Some do, but we can apply for an unsecured line of credit so that no collateral is needed As HOW MUCH enone GAN WO Get? B: I hope we can have access up to $60,000. A: And what will the bank require to approve this line of credit? B: Theyll want to see our financial _... They'll check if we've got a good business credit rating and i we'te profitable. isn't 2 PB Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour U @. ‘advantage of a line of credit over an ordinary loan is thet interest is not usually charged on the part of the ine of crecit that is unused, and borrowers can draw on the ling of crecit at any time that they need to.4. Read the dialogue in Exercise 2 again. Then answer the questions. 1. What is the accountant’s solution to the business’ cash flow problem? 2. What is a line of credit similar to? 3. What is an unsecured line of credit? 4, How much money does the accountant hope the business will be able to access? 8. What must the bank look at in order to approve a line of credit? Working with Vocabulary 5. Listen and repeat the words and phrases in | colour. Then circle the correct answers. +) 4. When you take a loan, you lend / borrow money. 2. My testaurant has got its business account / branch at New International Bank 3. When you withdraw / overdraw money, you take out more money than you've got. I've got a standing order / credit limit, so my electricity bill is paid automatically. | | 4 5, The bank gave us a loan with excellent 6 terms / current accounts — only 1% interest. Listen and repeat the words and phrases in A. Then match them to their definitions in B. «) A 1. creditrating 4. collateral 2. pay off 5. arrangement fee 8. line of credit B .. a. payback -.B, Sum paid for organising a service evaluation of the ability of a business to pay its debts — d, assets that a company will give the bank if it can't pay back a foan an amount of money a company can borrow from one place during 1 period of timo up to a maximum limit, ull Listen and repeat the words and phrases. ‘Then use them to complete the sentences. «) secured + payment holiday + projection deny + personal guarantee 4. Aree ener i8.an estimate of a future situation. 2. I'm afraid the bank will probably 7 Us an addtional loan, 3. When a 10am iS enon wits repayment is ensured, 4A __..promises that a person's asseis will be given to the bank i the person's ‘company can't pay back its loans. 5. You don't have to start paying back your debt for three months. The bank is giving you a Complete the sentences with the correct form of words and phrases from Exercises 5, 6 and 7. 1. My line of cresit isn’t secured against any 2. Acompany’s cash flow Is an estimate ofits future cash flow. 3, Our company's business account is at Eleven Bank's -vwnnmen~ ON Leeds Road. 4, Last year, | my brother $10,000 to start his own business. 5. You've reached your You can't withdraw any more money. 6. Unfortunately, the bank has just my request for a ine of credit. === ROYAL BANK OF WALES ———= Meeting Notes Meeting cated by: Kevin Ries, owner oF Clean Right pate: Sth March, 2014. Type of business24 Reason for meeting: * .. Amount asked for: * Money to be spent an + paying off debts to © Soo « purchasing ‘Arrangement fee: ® Monthly interest rate offered:*... Possible collateral: *ee ee Insurance NOENSRTON nai — Le Crcetting Started: Vocabuoy Gag0 127) A CUR 1 Read the webpage. Then complete the sentences below. 4). BUSINESS INSURANCE POLICIES RETIREMENT. Choose OTIC and save 10% when you buy insurance online = Our policies are designed with small businesses in mind, = You can pay your premium in one payment or six interest-free monthly payments, Van insurance AACOTIC, well cover your van whether you use business or pleasure. Your van isrtjusta\ your business, Soifan accident takes well ive you a guaranteed courtesy N Professional Indemnity insurance ‘Nobady wants ta makea mistakein their work, but its a good idea to have professional indemnity insurance to cover mistakes or negligence ifa claim ismade against your business. If you buy an insurance policy online trom OTIC, you will get a 2. Premiums can be paid in , instead of in one payment. 3. Ifyou can't use your van because of an accident, OTIC will give you 4. According to the law, an employer must have 5. OTIC’s public and employers lability insurance provides a maximum of to pay lawyers for their work and a maximum, of for damage compensation. 6. Professional indermity insurance protects, against claims related to 7. E-risks insurance covers damage caused by electronic identity fraud, hackers and Insurance, as we know it today, can be traced to the Great Fire of London (1666), which burnt down more than 13,000 buildings. After the disaster, Nicholas Barbon opened an office to insure buildings. In 1680, he established England's frst fire "The Fire Office”, inaurance company, - a | | | | Public and Employer's Liability Insurance Make sure you protect your business. Even if you employ only oneperson, youll need employers liability insurance ~ it’s the law. If any of your employees ora customer gets injured, you must be covered. Even the smallest incident can ead to a big compensation claim froma third party. Up to £100,000 to cover legal fees Up to £10 million protection to cover damages Exrisks Insurance Itprotects your business against damage caused to computers by viruses and hackers, as well as against the dangers of electronic identity fraud ‘business owner (A) is talking to an insurance advisor {®). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. ) money « three « fees « staff » discount « gardening A: I'mstarting my own vveneen—~ BUSINESS and I'd like to know what types of insurance you'd recommend. Are you going to work on your own, Ms Lane? No, I'm planning to hire ® workers B: Then you must purchase employer’ lability insurance, UK businesses that employ are legally obliged to do so, You can be fined if you're not covered. ‘A; How does this insurance protect my business? B: If, for exarnple, there's an accident and the business is sued, the insurance wil pay your legal and compensation costs if A How mud wilt pay? B: The limit on our policy is £10 million, J Ise. so need to insure my van, cant work 1( without B: Ican offer you @ 20% ® on your van insurance ff you also buy employer's liability Insurance.3. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then write T (true), F (false) or DS (doesn't say) next to the sentences. 1. Ms Lane is going to employ members of her family in her gardening business. -. 2, According to the law, an employer must have employer's lability insurance. 3, The employers lability insurance offered wil pay a minimum of £10 milion, 4, The premium on van insurance is higher than the premium on car insurance. 5. Ms Lane will save money if she purchases van insurance as well as employer's, liabiity insurance. Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4), A 1. Apolicy holder is a person or a company that 2. You can be offered a no-claims discount on your insurance when 3, If someone is injured on the premises of your business, 4, You can pay your premium in one payment The company was sued .. 6. When you are covered by an insurance policy, 8 a. fornegligence, bit means you are insured. ©. you can be liable for the accident d e f o or ina few monthly payments. ‘owns an insurance policy. there haven't been any claims against your policy for a certain time period. 6 Listen and repeat the types of insurance. © Then read the people's comments and write the relevant type of insurance for each situation. «) public and employer's liability insurance van insurance + e-risks insurance professional indemnity insurance « fire insurance 1. “Thad an accident driving the business’ ) vehicle while | was transferring goods." | 2, "My warehouse has been damaged bya fire _~ that started because of electrical failure.” 8. ‘One of my employees was injured by a shat) that fell on his head.” S 4, “Some of my customers are very unhappy with the advice | gave them." 5. “Ahacker has damaged my computers and stolen some critical information.” 7. Listen and repeat the words and phrases in Colour. Then tick the logical sentences. «) 1. Ifyour insurance policy covers legal fees, the insurance company will pay a lawyer to give you service 2. Identity fraud is legal 3. A company can be fined for having a profit The business has suffered a number of public liability claims over the years. 5. Acourtesy vanis often supplied tree of ‘charge by a van insurance policy. 6. The company’s computers were damaged by a virus despite the anti-virus softwere that was installed in them, 7, We designed the offices with the ‘employees in mind, $0 no one had enough space to work efficiently 8 A third party is a person or company that is making a ciaim against a policy holder {the first party) and the insurance company {the second party), Imagine you and your partner are starting a small business. ‘Choose one type of bese below. Then follow the chart | V ccxieea ceue covice» an accountng fm "fies ib a computer martererce an epa19@. Then explain why ht are mentioned. «) oe TR We'll host your e-commerce website and help you to meet all your objectives: Create a stylish professional site that's sure to impress. Choose from our ready-to-use templates. Do business with unlimited bandwidth. ‘We set up and host your e-commerce website, enabling heavy business traffic at all times. Offer daily deals. Use our Deal of the Day feature to keep customers coming back for more. & Sell your products on Facebook. Use our customisable Social Shop to list products directly on your Facebook page and run promotions. Put your shop in your customers’ hands. We include mobile commerce features so that your customers ‘an browse and shop with their mobile phone. Your shop will be compatible with al types of smartphones 3 Stay connected to your customers. Support your customers and gather valuable feedback from them, '& Accept payments by credit cards with a secure shopping cart. Credit card and order data is encrypted and secure with our service. ‘Work calmly with 24/7 support from real people. Get help from our e-commerce experts round the clock for no additional charge. ‘A: We could make more money if we sold our + siver / gold jewellery on the Internet, too. We'd be open for business 24/7. B: But how are we going to set up an online shop? We don't know * much / anything about online shops. ‘A: There are e-commerce platforms that can provide us with everything we need. B: Really? ‘A: Yes, we just have to choose a template ‘and we can create our website design. B: How much does an e-commerce platform 5 charge / take for hosting an online shop? Qs 64 2. The owners of a jewellery business (A and B) are considering setting up an online shop. Listen to the dialogue and circle the correct answers. ) templates Deal of the Day 8. Social Shop 4. mobile phones 6. credit cards 7. 247 24/7 means 24 hours a day, 7 days a week. This tem is used to describe a service that is always avaiable. ‘A: If we choose the Queen Package, itl cost $30 per * year / month. This package offers unlimited bandwidth and we won't be charged any transaction fees, B: Great, Lat's take photos of our S jewellery / products right now. ‘A; Good idea. We can run promotions and post the pictures directly on Twitter and Facebook. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.4 Read the dialogue in Exercise 2 again. Then match A to B to form correct sentences. A 1. Anonline shop is ... You use a template to design .. “The Queen Package provides .. ‘The Queen Package doesn't charge ‘The two businessmen want to B .. a the look of your website, b. run promotions on social networks. ©. Open all the time. d. unlimited bandwidth, transaction feos. Working with Vocabulary 5 Listen and repeat the words and phrases in ‘colour. Then tick the logical sentences. 4) 1. Poweris the opposite of abiity 2, Astylish shop is designed fashionably 3. When you post information on a website, people can read it 4, An expert knows very tle about a certain field 5. When you place an order, you want to purchase something, — 6. When a service is available round the lock, itis available most of the time. 7. We host your website ~ we provide all the services necessary fori to function property, 8. Customers’ feedback about a product includes their comments and reviews about t. 6 Listen and repeat the words in A. Then match the words in A to their definitions in B. <) A 1. browse 4, showcase 2. gather 5. encrypted 3. accept 6. customise B a. collect b. agree to receive — & incode d._ change according to specific needs look around 1. aplace for displaying things Listen and repeat the words and phrases in colour. They are in the wrong sentences. Write the words or phrases next to the correct ‘sentences. +) 1. You can use our support as models to create your own website. 2. When you shop online, you can see what you have chosen by looking at templates, 3, Ifyour onjne store becomes popula, then you'll have a lot of customers at the same time and will need a platform. 4, It important to have all the unlimited bandwidth you can get when you start a business because you will need help and acvice. = 5, To cteate your online store, you have to choose Your shopping cart that wil prove you wth ‘everything you need... Listen and repeat the words and phrases. Then Use them to complete the sentences. +) adapt + impose * localisation * worth the effort compatible * retail 1. Is this software with any personal computer? 2. You mustn't your ideas on the website designer. Let her make decisions. 3. How did the company... its vehio'es for snowy weather? oooeeenn {8 AN important issue when you want to sella praduct in a cifferent continent, 5. {twas very difficult to set up our business, bbut now it's very profitable. It was definitely 6. Itsa -. business. It sells small quantities of goods directly to the public, but not for resale.Dealing with Suppliers (Getting Start: Vocabutary tage 125) 4 ‘1 Read the blog entry. Then circle the correct _ answers to the questions on the right. 4) eee Beto Dealing with Suppliers when Starting an Online Venture You've set up an online retail business. Your websites striking and its getting alot of trafic. But what about supplies? It can be extremely dificult to find reliable suppliers for your products. Alotof things can go wrong, Product quality may not meet the requirements, shipping can be late, there may be hidden taxes, Cor you might give your money toa fraud who has no intention of shipping anything to you. If you don't tum toa sourcing company, here are some tips for working directly with a new supplies. © Check product quality: To prevent errors and misunderstandings inyour order, ask as many questions as possible. Ask the supplier to 2 send youa free sample in order to test the quality ofthe product and itspackaging, ‘© Use an escrow service for irs time payments: With an escrow service, you and your supplier work with an intermediary, a neutral third party and the supplier gets paid only ater you have received, a inspected and approved the goods, ‘© Negotiate payment terms: You should pay at least 30 days ater receiving your product. This wil allow you to manage your cash flow and to negotiate with suppliers ifthere are any problems. © Get to know the supplier: Beyond business talk, ty to chat alittle with the supplier. This wil help you assess what kind of person you're ‘working with fo 2. An entrepreneur (A) is speaking to a prospective supplier (B). Listen to the dialogue and fill in the missing words. 4) ‘A: t'm setting up a lighting business * nm ve got all my designs ready and | need a supplier who can make high-quality light fixtures. Well, we've been in business for over : vn YORK. Our light fixtures are handmade and this allows us to always - nnn High-Quality Products. ‘A: Could you send me some samples? B: Of course. I'm sure we'll meet all your quality requirements, but | understand your need to ial our product. ‘A; Do you require an advance payment when we place an order? No, we use an escrow service so that we're paid after You receive aNd © amu the supplies. ‘A And what is your returns policy? Items returned within 30 days, get @ full refund. 3 66 Which problem does the blog not mention? a. The products supplied may be of low quality. b. There may be additional taxes you didn't know about, cc. The sourcing company may employ frauds, What should you do in order to check product quality? a. Request a questionnaire, b. Request a free sample, c. Request products without packaging. What happens with an escrow service? a. You transfer money to the supplier. b. Only the supplier transfers money to the intermediary. c. The intermediary transfers your money to the third party, What is recommended? ‘a. Paying for supplies as soon as possible. , Paying for supplies 30 days or more after recep. c. Paying only after you manage cash flow problems. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. logue in Exercise 2. Give four reasons why this supplier might be a good supplier to work with. 1 = 2 3 4,Working with Vocabulary 5 Listen and repeat the words and phrases in ‘colour. Then circle the correct answers. ) 1. Does your website get a lot of trafic? a. Yes, so it's not very popular! '. Yes, its got lots of visitors all the time! 2. We are negotiating the terms. aT think well wink . | think we'll reach an agreement soon. 3. Mrs Erikson is a neutral lawyer in the business ‘contract between Neal and Rose. a. She is working on the contract for both Neal and Rose. b, She is only Neal’ legal assistant. 4, I'm atraid something will go wrong at the convention. ‘8, There are only three hours til it starts. b. Maybe there's something we haven't thought of. 5. Ronis an entrepreneur. a, He's set up three businesses. b, He's the Head of Customer Service. 6. The advert at the train station for Dunn's Jewellery is striking, ‘a. Everyone notices it. b._ It's not special Listen and repeat the words and phrases in colour. Then match A to B to form sentences. 4) A A venture is a new business that .. | was surprised to discover hidden taxes that ‘An escrow service is a good way to I's quite easy to assess ‘Some frauds are hackers that According to the company's returns policy, .. Misunderstandings often happen with suppliers that B a, added to the cost. -. b, obtain people's personal details ilegally on the Internet, c. speak a different language. d. you can get a full refund for items you dislike. fe. the quality of this product involves considerable risk 9. make secure ‘transactions, ae noe Listen and ropeat the words. Then use them to complete the sentences. +) allow + prevent « intermediary « packaging sensible * handmade ¢ intentions 4. These clothes are _—. They aren't created by machines. 2. We work carefully, but we can’t 7 all erors. 3. The isn't very strong. hope nothing breaks on the way. 4, The sum of cash we received wil nm U8 t0 purchase a colour photocopier. 5. He collects a fot of information and analyses it before making decisions. He's very 6. Despite the shipper's good ‘the cargo was late because of stormy weather. 7. Instead of giving the money directly to the Supplier, WE GAVE IYO AP nn ‘who wil give it to the supplier once we recoive the goods, ‘Complete the sentences with words from Exercises 5, 6 and 7. 1. He charged us £200 for the mobile phone, but it didn’t work. He was a 2. Kate's appearance is People in the street often look at her. 3. Rick’ latest is opening a restaurant inside his fitness centre. 4, We've planned everything so carefully. Don't worry. Nothing can . — 5. Anintermediary must be a person who isn’t connected to either side 6. You must inspect the van and dive it in order it's worth buying. feeTraining > Getting Started: Vocabulary (page 129) 1 Read the advert. Then complete the sentences. Does your team of employees seem tired, unmotivated or stressed? Itisn’t easy to work in a team and it doesn't always come naturally. If you feel that your team isn't pulling together, we've got the solution! om a : We also offer exciting workshops to help your employees bond as a team and really work together. Why not take your staff out ofthe office to experience a different setting with new challenges? ‘These are some examples of our popular workshops: Busheraft ~Go into the forest and survive as a team on its own inthe wild! ‘Treasure Hunt ~ Work as a team to solve cues, andi you're lucky, you'l find the treasurel Laughter Yoga ~If you prefer something less strenuous, try ou laughter yoga workshop in your office t breaks the ice and helps participants become more relaxed and comfortable with each other Contact us and we'll send one of our advisors to your offices to help you Select the most suitable courses and workshops for your staff. ‘Send your details to: Daniel Bond at dbond@getting2gethermail.uk \We sometimes fox adjectives by adding the suffixes -ed or ing to @ word. When we add 20, the adjective describes a person's fling. When we add “ing, he adjective describes the noun causing the feeling. ‘Are you relaxed? This is an exciting workshop. 1, The courses offered are suitable for employees who feel exhausted, or 2. Two courses, coon a focus on how employees speak to each other. ‘Two of the workshops involve being away from the .. oe 4, The ‘workshop helps people feel calmer. ‘The company offers to send... to help you choose from their services. 2 Acompany's Sales Director (A) is talking to one of the regional ‘Sales Managers (B). Listen to the dialogue and circle the correct answers. ) | ‘A: Meg, I'm very disappointed with your ‘A: | think we need a different approach. In region's sales figures. They've decreased my opinion, we should try some bonding by 15% / 25% ms quate acts for your team. B: | know, Charles. | was shocked when | got 3: Do you think they've got a problem with the figures. | can't understand it - our + interpersonal / organisational skills? * product / customer service is the best and A: Yes, | do. They also seem * stressed / tired. Faces seroteel metbilisciecet B: Have you got any suggestions? cf you ask me, the problem she sales " +t A: Well, there's a company that specialises in Fe ene They've lost their team spit teambuilding activites. : I:don't know why my reps are unmotivated. B:_Oh? Sounds like it’s worth tying They received * small / big bonuses in the lest quater but this quarter only onerep 3 : aaa wi : Practise the dialogue in Exercise 2 with a partner. ee soleved his target sales Pay attention to the expressions in colour. 684 Read the dialogue in Exercise 2 again. Then answer the questions. 1. What problem does the Sales Director bring up? 2. Why is the regional Sales Manager surprised by the problem? List three reasons. 3. What is causing the problem, in the Sales Director's opinion? List two of the causes. Working with Vocabulary 5. Listen and repeat the words. Then write each word next to its definition. «) stressed ¢ relaxed + unmotivated + interpersonal evaluate + strenuous + prioritise + shocked ai without determination nervous assess calm ‘surprised in a negative way + between people requiring hard work. decide on the relative importance 6 Listen and repeat the words and phrases in colour. Then circle the correct responses. 4) 1. How did you break the ice when you met, the new group of employees? @. With laughter — | told them a very funny joke, b. I gave each employee a bonus. 2. What is your approach to the company’s ‘cash flow problem? a. I think we must wait for clues b._ Inmy opinion, we must mest with a financial advisor. 3, My team didn't pull together, s0 we didn't ‘complete the project on time. a. Haven't they got any team spirit? b. Did they not like the office setting? Cee Listen and repeat the words and phra: ‘Then use their correct form to complete the sentences. bond + experience + treasure hunt * challenge conflict resolution + workshop 1. Louise is an expert on... She helps employees find aifferent ways to resolve their disagreements, 2. Our company has some aificulies lately - a slow tumover and growing debt. 3, This is not going to be an easy project, but I'm sute it be an exciting 4, Have you ever been on a 7 Its a game — you ‘search for hidden objects. 5. Last week, I went to on stress and laughter. 6. Have the members of your new team nnn? DO they Work Well together? Tick the logical sentences. 1. Employees usually get a bonus when they don't complete their work on time. 2, When people pull together, they work as a team to achieve a goal. — 8. You read the clues carefully when you are trying to solve a crossword puzzle. 4. Different clothes shops have got different marketing approaches. When you are shocked, you usually fee! very relaxed, e 6. When you have got many tasks to do in a short period, it's a good idea to prioritise the tasks,1 Read the blog entry. Then E answer the questions below. <) Siaaato—l The Power of Teamwork ‘Nothing can be more demotivating for employees than fo feel that they are alone, that they have fo do everything ‘on their own, and that no one listens to them. Obviously, \when people oren’t motivated, hey aren't going fo perform to their best ability. Thats where faamwork comes in. ‘There ore many advantages fo collaboration, Fist ofall, research has proved that businesses achieve their goals ‘more quickly and efficiently when people work as a team. ‘Tear members constantly exchange ideas, as leamwork facilitates good communication. Moreover, it encouroges ‘personal accountability. When each fem member has {gota goal and is responsible fo the rest of the team for ‘ochieving i everyone works harder. Commitment and contribution become key words. in addition, if there is @ conic), a tear that works well fogetner con settle it much more easily Remember theret ng "I" in “team” — ‘all for one and one for alll Comments: ‘Alison: | think teamwork is overated. ft doesn't sut everyone. ‘Many people work better on their awn n a quit place. Teamoork | is qcod wen its limited to certain aspects of a project. Ray: think teamwork stands or fal by personal accountabilty ‘When there's no personal accountability, there are always pope who sit around and let ots do the work for them! —— 70 1, How do employees feel about working ‘alone, according to Jenner? Why does Jlennifer mention research? \Why does Jennifer mention conficts? Why doesn't Alison agree with Jennifer about teamwork? What problem has Ray got with teamwork? 93 Three employees at a fashion business are having a discussion. Complete the conversation with the words below. Then listen to the conversation and check your answers. 4) line + survey + focus + colours * meet + changes Greg: Kate, what do you think of my idea? Kate: Conducting an e-mail... g I think it’s problematic. Very few people participated in the previous one. Greg: That's true. What about conducting a street survey in addition? Kate: Actually, | think we need to concentrate on improving our new * of summer clothes first ~ before we start asking for customer feedback. Greg: Kate, you've been working on that with Sara. What ® ‘come up with? I'm afraid we've got different points of ‘view. We need the rest of the team's input have you Sara: You see, I'd ike to improve the style of the clothes and Kate insists we only need to change the * Greg: We could always look into both aspects. Kate: Good idea! Greg and | will do research on the latest colours, and Sara can 5 on the style. Greg: That sounds reasonable. Sara: | agree. Let's * _—--0n ‘Thursday morning to share our ideas, Practise the dialogue in Exercise 2 with two partners. Pay attention to the expressions in colour. @ to analyse their situation in the market: Strengths, Weaknesses, Opportunities and Threats,4 Read the dialogue in Exercise 2 again, Then read the false sentences below and correct them by ‘changing the words and expressions in bold. 1. Kate thinks an e-mail survey is a great idea. 2, Kate thinks they should focus on improving their winter clothes. 3. Sara wants to change the colours of the Clothes in the summer line, 4. Grog suggests looking into the prices and sizes of the clothes in the summer line. 5. The team is going to meet again on Wednesday afternoon, Working with Vocabulary 5. Listen and repeat the words and phrases in colour. Then circle the correct answers. 4) 1. We must work together on this project if we want to do it well. We have to cooperate / express with each other. 2. When did you settle / come up with these ‘wonderful ideas? They're so original 3. | think that's a reasonable / an overrated salary for 2 receptionist 4. What is your point of view / aspect on this issue? 6 Circle the correct answers. 1. We tried to settle the a. meeting b. conflict 2. That's an overrated ... . It's not as good as everyone says itis. a. book b. problem 3. Itisn’t easy for him to express his | a time b. feelings 4, I think the most important aspact of teamwork is @. personal accountability —b, workshop 5. You should cooperate when you have ... objectives. 7 Listen and repeat the words in colour. © Then match A to B to form sentences. 4) A 1. He always makes a huge contribution ... This idea is problematic because it requires Let's collaborate and design ... He doesn’t share his ideas Her main strength is that she's Her main weakness is that she is .. B sometimes rude, a lot of time and work. to the team’s work. very relaxed. alin of shoes together with the rest of the team, ease spaces Listen and repeat the words and phrases. Then use them to complete the sentences. ) ‘encourage + demotivating + input + prove perform + facilitate * commitment personal accountability 1. Unfortunatly, the team is finding its new project a 2. Did all members of the team their tasks as requested? 8. Lalways express their opinions. 4. How did researchers that teamwork makes people more efficient? 5. is very important in teamwork. Everyone must be responsible for his or her own part within the group's work, 6. The new computer program wil 7 decision-making because it presents the data in a clear format. 7. [don't know how to handle this problem. I'd TK YOUT nen nsneen— ON it, 8. ills oon tO the team is impressive. She's always ready to work ‘overtime and help others. my co-workers to72 Getting Started: Vocabulary (page 130) BT onesie ec Re a cots Cee ie at use| HOW TO BEALEADER ‘leader has got the ability to direct the actions of others for the good of all. You can learn to be a leader, but you have to work at it - hard. This list of techniques can help you transform into the type of leader you choose to be: [BEFROAGTIVEIRATHERIMHANIREACTIVE: Try to identify potential problems and solve them before they turn into a crisis, Good leaders constantly analyse the situation and adapt their business to the circumstances. ‘CONMUNIGSTEICONSTANTIY. Make sure your employees know what you are doing and planning, Share your Vision to provide direction for your entire team and enable your vision to become a reality EMPOWERIBIDEIEGATEMNDIFACILITATE. After you set clear objectives for your team, leave the detailed implementation of these objectives up to the team, Dor't ty to micromanage, but be available to offer advice | and support DEVELOPNOURIEAM! Ensure all team members receive continuous training to develop and enhance their skills. Have regular review sessions to assess each member's performance and give feedback. STAVICLOSENTGINOURITEAM Be seen. Visit each department on a regular basis, and remember to thank employees and praise them constantly. Make time in your busy schedule for people to approach you ~ and most importantly, make sure you really listen to them. 1, To bea good leader, you must be born one. 2, Aleader should look for problems. 8. The employees should not have any information about their managers projects. 4. Employees should be trained well, nat only when thay start their job. 5. It'Simportant to be in touch with employees and speak to them face-to-face, 2. An organisational psychologist (A) is talking to the Head of Design (8) at Desgo. Listen to the dialogue and fill in the missing words. 4) ‘A: Lisa, | understand you've recently become B: Yes, that's one of the issues. Another issue is, head of the department, after working here the lack of time. | can't get my own work done. for’ years, ‘A; Well, one problem leads to the other. B: That's right, Ly. Being a manager isn't as 3: You're right. But what's the solution? simple as I'd thought. I'm sure there are many. How about setting A: No? What are you finding dificult? up a daily meeting with your team to discuss B: Well 'm very close to my team. I don't problems? You'l have to keep these meetings 2 ‘alone in my office al 5 and focused dy. | walk around the floor and help my Yes, and then everyone can lean from each signers solve al kinds of problems others problems. That wil definitely save time! ‘A; That sounds good to me — like you're doing ae job. B: The problem is that | can't make all the Ne can use elive pronouns to tak about actors decisions. where the subject and the abject are the same. ‘A: You mean your employees must learn how The employees must learn how to work things ‘to work things out for * 2 cout for themsatves. | solved the problem by mysett23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, 4 Read the dialogue in Exercise 2 again and complete the sentences. 1, The Head of Design is surprised by how hard itis 2, She spends a lot of time helping her employees to. 8. She is complaining that her employees don't 4. She is also complaining that she hasn't got enough asi 6. The organisational psychologist suggests a 6. The Head of Design thinks the organisational psychologist's suggestion will help her ‘employees Z and it will give her Working with Vocabulary 5. Listen and repeat the words and phrases. ‘Then write them next to their definitions. direct + delegate + enhance + lead to praise + socialise + approach 1. . supervise, control improve, increase cause + get together, go out vem? COME NA dive responsibilty to oanenrn i another person Ts meas = express approval or admiration about achievements 6 Listen and repeat the words in colour. Then circle the correct answers. +) 1, Managers must be entrepreneurs. They have to be reactive / proactive. 2. Your idees are wondertul, but thelr implementation / inspiration won't be easy. 3. The Operations Director meets with her team on a regular basis / crisis ~ twice a week. 4, ur main problem right now is a reality / ack of space in the ofice building, 5, Our Managing Director has got a clear vision / circumstance of the company’s goals. in the next five years. 7. Listen and repeat the words and phrases in colour. Then circle the correct answers. «) 1. Do you constantly receive phone calls? a. Yes, two or three a day. b._ Yes, all day long, 2. Keep the outgoing domestic mail separate from the international mail. a. OK, I'll put everything together in this box, b. OK, I'l use two boxes, 3. We must identify the problem so that we can solve it. a. Yes, we must find the part that needs repairing. 'b. But let's think of solutions fist 4, Our supervisor really empowers us. a, Does he give you a lot of work? bb, Does he allow you to make decisions? 5, Doesn't that noise bother you? a. Yes, | can't stand it. b. Yes, i's very relaxing. 6. Did you work things out with your business partner? a. Yes, we resolved the confit b. Yes, we stopped working together. 7. Do you get along with your team? a. Yes, we work well together. b. Yes, we work overtime every day, has lunch with the employees. separates personal Ife from work life {is an inspiring model to the ‘employees. often praises the employees. trains the employees well. often answers phone calls ‘while training employees. 3: 74 1. Read the notes from a seminar. Then circle correct answers on the right. 4) Building a Strategy = 4 Leader's Role The leader sits in the driver's seat - navigating the future with “strategic anareness. Can't just be reactive, must be proactive. Be prepared - don’t be caught off guard. Must step back from everyday work life and putting out fires, inorder to evaluate things from a broader perspective. It takes discipline to set aside time, anay from all the operational distractions, 70 analyse the situation and make plans. Keep on looking for ways to do things better, faster and cheaper. Maybe reinvent the business and its strategy. Not enough that management know the company’s strategy. It must be clear to every single employee what The company’s “strategy is and what his (Her role is in achieving the goals ~ at ‘company level, department level, team level, personal level ‘what changes are likely to take place in the Future that will affect the business? (new competitors entering the market? bargaining power of suppliers - raising their prices? bargaining poner of customers — demanding lower prices?) ‘lil any of these changes make your company’s services / products irrelevant to customers? (threat of substitute products / services?) Are there ways for your company to be a force for positive change? (lead a technological revolution in the field?) b. caughtoffguard ©. prepared 4. proactive 2. The best thing for a leader to do is to constantly . a, have meetings b._make the business work better ©. put out fres, d. focus on operational distractions . shouid be aware of the company's strategy. ‘a, Only the Managing Director b. Only the management ©. Every employee 4. Every single department head Aleader should try to evaluate how will affect the company. anew competitors an increase in the cost of supplies substitute products a, band o— all the answers above b. c. 4 2 The Managing Director (A) of a hotel is talking to the Marketing Director (B). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. «) luxurious + Thursday + electricity + update « competitors + prices A: We're having a board meeting on to discuss the hote!’s strategy in the light of changing circumstances. What are you most concemed about? Unfortunately, there are a few problems to ‘overcome. We've already got a numer of $OHOUS 8 nn and now a new hotel is opening down the road from us. Yes, and it belongs to the Browne's chain. Their Hotels ate Very 8 nan Yes. In addition, our food suppliers have just announced that they're going to raise their prices next month ‘And the price of water and * have both gone up, B @ There are many quotes about leadership. Right. We must gather more information about this new competitor. What does the hotel offer and! for what © 2 Maybe we can market our hotel as a orsonal, unique accommodation. Perhaps, but first we must define the issues clearly and try to break the problems down into smaller problems. OK, I'llcolect data on the new hotel and « wenn YOU before the meeting, “As we look ahead into the next century, leaders willbe those who empower others." — Bill Gates3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then read the false sentences below and correct them by changing the words and expressions in bold. 1, The new hotel is opposite the discussed hotel 2. Two problems are the rising prices of petrol and electricity 3. The Marketing Director suggests promoting the hotel as a large, luxurious piace to stay. 4, The Managing Director wants to find the solutions first. 6, The Marketing Director must collect information for his department meeting Working with Vocabulary 5 Listen and repeat the words in colour. Then match the questions in A to the responses inB.4) A \Whatis your role in the department? Have you got discipline at work? ‘What cid that customer demand? ‘What is the most serious threat to your company at present? Does your bookshop belong to a chain? Have video cassettes become irrelevant? B She wanted a full refund, Yos, i's one of 26 in the country. I think so. Nobody uses them any more. | design promotional material it's the rapidly-growing competition in India, ‘Yes, | work seriously until I get my work done. seoaege 6 Listen and repeat the words and phrases. Then’ use them to replace the words and phrases in bold in the sentences. 4) put out fires * overcome + be caught off guard navigate + in the light of + substitute + force 4. The CEO must plan and direct the company’s business. = 2. I'm sure we'll succeed in dealing with this problem. iss 3. Our managers must handle erises all the AIM, oon 4, Chimno is an important influence in the eco-friendly building market 5. Plan ahead. You don't want to be surprised and not prepared. 7 6, mustn't have any sugar. What have you got as a replacement for sugar? 7. Our business is doing well considering the present global economy, Listen and repeat the words and phrases. Then use them to complete the sentences. 4) distraction « reinvent + broader perspective set aside * bargaining power + awareness revolution + step back 1. How did the digital — the music industry? 2. The continuous ringing of phones in the office isaamajor -— for ma, 3. The company must . itsott — perhaps itl make its main objective creating musie, rather than marketing it. 4, When you look at things fram a ‘you don't focus on details. affect 5. Now, e's and evaluate this Information calmly. 6. It's important to time to evaluate your employees’ progress. 7. Today, there is MOP of ‘environmental issues than 50 years ago. 8. Our suppliers" has grown, and they have raised their prices by 10%.76 a Job Setting Started: Vocabulary page 131)) 1 Read the job advert. Then write T (true) or F (false) next to the sentences below. Copy the phrases that gave you the answers. 4) International electronics company is looking for a SALES MANAGER for its Moscow office Job responsibilities include: ‘tunning a small but dynamic sales team © participating in exhibitions © providing customer support © identifying and targeting new markets, ‘© negotiating contracts Job requirements: © previous sales experience © ability to lead and motivate a sales team ‘excellent interpersonal skills e ability to analyse local markets oeflective negotiating skills fluent in Russian. relocation to Moscow o frequent travel to other cities and countries. Ra es Pesaran tna eis ‘The Sales Manager 1. will supervise many people 2, must have experience in organising exhibitions 8. will look for new customers 4, will direct and inspire a team 5. will examine the Russian electronics markot 6. must be good al reaching agreements with customers 7. must speak a litle Russian SS Applying for (fie (YP 2 The Head of Sales (A) is interviewing a candidate (B) for the job of Sales Manager. Listen to the dialogue and circle the correct answers. ) ‘A: Good morning, 'm Jeremy Harper, the Head of Sales. B: Nice / Pleased to meet you. I'm Liz Neilson. Have a seat, Liz. Id ike to ask you a fow questions. Can you tell me about your educational background? Of course. | stucied Business Studies at Greenforest College for two years. OK, and have you got experience in sales? Yes. I've been working as @ * sales rep / ‘Sales Manager at Greendale Chemicals for the last three years, ‘And why do you want to leave? B: I love my job there, but | feel I need a bigger 4 salary / challenge, and the position you're offering seams ideal | see. So why do you think you're a good candidate for this job? First of al, 've got a lot of experience in sales. I'm very professional and organised, and I'm excellent at negotiating, I've got excelent people skils and I'm fluent in Russian / German. Well, thank you for coming to the interview. Ibe in touch Thank you. It was nice meeting you. When companies want to fila high-level position and are looking for an especialy highty-qualiied candidate, they offen use the services of recruitment companies called “headhunters P23. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour4. Read the dialogue in Exercise 2 again. Then read the false sentences below and correct them by changing the words and expressions. in bold. 1. Jeremy Harper is the Head of Human Resources... 2. Liz Neilson studied English, 3, She began working at her previous job two years ago. 4. She hates her job. - 5. She has got excellent aecounting skis. Working with Vocabulary 5 {sten and repeat the words and phrases in colour. Then match A to B to form sentences. +) A 1. Bill has got a lot of experience in marketing books, .. 2. You must be fluent in Spanish 9. James is going to take an advanced course in English ... 4, tisn’t easy to work under pressure, ... 5. When you target something, B it you want this job. especially when you're a new employee. ‘50 we gave him the job. you make it your goal because his English is already quite good. eangce 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) ‘educational background + relocation headquarters + logistical support secondary school + vocational course 4, The company's are in London. 2, The job requires a. co to Paris! 8. What is your Did you study at university 4, I'm responsible for provicing 7 make sure that the equipment — the projector ‘and microphone — are working before meetings, 8. finished. — when | was 18, Then | took a in electronics. Listen and repeat the words. Then find four pairs of words with opposite meanings and write them on the lines below. «) ‘outgoing + insecure + hard-working + dynamic organised « lazy + responsible + confident introverted + anxious + messy + knowledgeable 1 2. Buu = 4 Circle the correct answers. 1. Usa is showing me how to search for statistics She's very knowledgeable / insecure about the Internet. 2, Tomis very good at keeping track of office supplies in our company. He's very organised / messy. 3, Amanda is haro-working / confident. She's al the office from 7am to 7pm every day. 4. Is Paul responsible / outgoing? Does ne always finish his projects on time? 5, It's my fist day at this job. 'm very fazy / anxious! 6. Chioe isn’t a good marketing representative. ‘She's to0 quiet and dynamic / introverted. 7. fm not very confident about my work. In fact, I'm quite responsible / insecure. 8, fm under pressure and | haven't got time to file papers, so my office is very messy / lazy fight now. whichInterviewing (Getting Started: Vocabulary (age 131) 1 Read the interview form. Then answer the questions below. +) INTERVIEW FORM Name. liz Neilson Telephone: OS7A6456721 ‘Address: 27 Lilypand Drive, Coventry E-mail: — lizn@uk,nee Education; [Z] secondary school [university (Z} vocational Computer skills: Word, Excel, PowerPoine English (native), Russian (fluent) Sales Manager ~ 3 years Greendale Chemicals Skills: Languages Work experience: Interviewer: Jeremy Harper. Date: oth August Impressions: hard-working, responsible, arganised, outgoing Schedule a second interview: Yes .... No 1. In which city does Liz Neilson live? 2. Did she study at university? 3. What skils has she got? 4, Which languages does she speak? 5. How many intorviows has she had so tar? AVN The Human Resources Director (A) is interviewing Liz Neilson (B) a second time. Listen to the dialogue and fill nthe missing words. «0 A: Hello, Liz. I's nice to see you again Pease * B: Thank you. I'm glad to be here. ‘A: As I told you on the phone, we'd like to offer you the job, but | want to go over a few B: Cortainiy As This job cals for a lot of overtime. How do you feel about that? Bt _—.. rm flexible about hours ~ and Fm energetic, ‘A: Great. Your starting salary will be £60,000 per annum. Our sales reps work 40 hours a week, but as a manager, we expect you to be conscientious and work as much as needed, B: That's fair. What about holiday time’ ‘A: You get two weeks in your * and eight days of paid sick leave. You also get health insurance and retirement benefits, B: That's great. It sounds like the perfect job. A; Good. So will you be able to start on 5 at 9.00 am? B: Of course. I'm looking forward to it! Thank you, Mr Harper. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour, Read the dialogue in Exercise 2 again. Then match A to B. | A 8 | 4. £60,000 a. holiday time 2. 40 b. minimum number of 5 Po week work hours por week 4. Bdays cc. starting time on frst day 5. 9.00 d. annual salary paid sick leave ‘per annum’ ‘annum means an anny (of £80,000.Working with Vocabulary 5 Listen and repeat the words in colour. Then choose the correct word to complete each sentence. +) temporary + permanent 4. Fm looking for a... job. want to work in the same company for a few years. 2. This job is for three months. I's only a. = pb. incentive « starting salary BT ener 8 £60,000 per annum. 4, Qur company gives the best employees a weekend at a holiday reson. I's a great a to work hard, shift work + schedule 5. The workers at the factory do neers ROM 7 MM 10.3 pr aN from 3 pm to 11 pm. 6. Every week, the marketing reps get their for the following week. recruit + fire 7. Greg was late for work again. I'm sure they'll 7 him soon. 8, Does your company _—many college students? health insurance + retirement ben 9. What are the: nen At YOUF NEW jo? They're very important for your future. YO. MY soovnnnanne PAYS fOF My Visits to the doctor, 6 Listen and repeat the words and phrases in colour. Then tick the sentences that are true for you. 4) 1. I'm very articulate. I'm good at speaking in public, 2. I'mvery ambitious. | want a career. |'m a punctual person. I'm never late. 4, I'm/not decisive enough. I's hard for me to make decisions. 5. I'mnot very flexible about hours. | can only work at certain hours 6. I'm very energetic. I don't need to take ‘many breaks. 7. Ima fast learner. | don’t need a lot of explanation. 8. I'mnot very good at multitasking, | can’t do more than one thing at atime. » sn and repeat the words in A. Then match the words in A to their definitions in B. 4) A 1. sensitive 4. creative 2. conscientious 5. industrious 3. easy-going B a. has got original ideas _. b._very serious about doing duties and what is right <= @ hard-working di is aware of other people's feelings and behaviour -- ® pleasant and relaxed Read the sentences and circle the correct responses. 1. Are you flexible about your hours? ‘a. No, I don't want to do shift work. b. No, I'm easy-going, 2. Our company has just fred 20 employees. a. Were they too energetic? b. Were they temporary workers? 8. The Sales Manager is giving a £2,000 bonus 10 the sales rep who sells the most phones. a. That's a retirement benef. b, That's a great incentive. 4, The Managing Director has just offered Mike a permanent job. a. Thet's probably because Mike is such a ‘ast learner, b, That's probably because Mike is too ambitious. 5, It's great tht they hired Melanie. a. Yes, she's really good at multitasking, b. Yes, she's never punctual.20 Getting Started: Vocabulary (page 132) Make sure that your headings are clear. Use the spellcheck on your computer, ‘The headings you should include are: Personal details, Education, Work experience, Languages, Skills and References. > Personal details: Include name, home address, date of birth, phone number and e-mail address. Other details you can include are your gender, nationality and marital status. > Education: Include all relevant courses. State where you studied. Always start with the most recent place you studied. ~» Work experience: Write your most recent place of work first, Give an accurate job description. You can also include any part-time work that you have done, + Languages: Mention any foreign languages you speak. > Skills: List computer skils or any other skills that are relevant to the job. 2 References: Ask two people if they would be prepared to give you references ~ one should be from a place where you studied, the other should be from a place where you worked. 1. How many headings should | include inmy Cv? 4. I'speak French, but knowledge of foreign languages doesn't appear in the job requirements. Should | mention being fluent in French? 2._Isit a good idea to mention part-time work I've done? 2. Match the information below to the correct heading on the CV. Ge ‘ACV oF curriculum vitae 1. 2009-2018: Marketing Manager, Rainbow Paints... 7 inélaoicaled a Baame 2, danaS@jmall.cOM nnn especially in the US. 3, Date of Birth: 26th August, 1986. z 4, 2008: Certificate in Business Studies - Bonnington Business School. 5. Responsibiities: negotiating with customers. .. : 80Working with Vocabulary 3 Listen and repeat the words and phrases in colour. Then read the questions and circle the correct responses. +) 1. What are your career objectives? a. I hope to be a marketing director. . I hope to fish school next year. 2. Whats your date of birth? a. It was last week ~ 20th May. b. 20th May, 1988 3. Do you spesk a foreign language? a. I’m fluent in German. b. 've taken an advanced course in computer programming 4. What is your current job? a. | work at Bite Department Store. b._ I work as a computer programmer 5. Have you got managerial skills? a. Yes, my manager is very pleased with my work, b. Yes, |am responsible for a team of eight people. 6. Have you got any references? a. Lam very outgoing and creative, b. Yes, they are listed on my CV, 7. What personal details do you need? ‘Include any accounting courses you've taken, 'b, Include your address and phone number. 8 What is your job description? ‘a. conduct market research, improve ‘marketing strategies and train sales representatives. I work on Mondays and Fridays. 4. Listen and repeat. Then complete the chart with the words and phrases. ) graduate + married + single + gender + male certificate + divorced + Bachelor's degree female + formal training » marital status ‘Complete the sentences with words and phrases from Exercises 3 and 4. 1. Miguel isn't married. | don't know if he's OC asreaceaea 2, I know a lot about marketing from my work experience but | have never had any an ntnernenen iM MOAR. 3, When | graduated from university | received an 4. Your gender, marital status and nationality FE SOME OF YOU nnn 5. Handling customer complaints is my main responsibilty in my at Blite Department Store. 6. English is not a. the UK,Jane Rochester hunter@jobfind net.co.uk Subject: Marketing Maneger Dear Mr Hunter, | am writing in reference to the position of Marketing Manager as advertised in the careers section of The Linton Gazette. Please find my CV attached. If you require any further information, please do not hesitate to contact me. ook forward to hearing from you. Yours sincerely, CURRICULUM VITAE Personal details: Name: Jane Rochester Date of birth 28th April, 1988 ‘Telephone number: 01384 7567235 E-mail address: janeroch@uknet.co.uk ‘Marketing Strategies Certificate, 2 years, Queen Mary's College, Exeter Graduated from Ashford Secondary School, Ashford, Kent Work experience: 2009-present: Marketing Manager, Aunt Molly’s Organic Foods, Comal Responsibilities: Planning marketing strategies for the company’s UK market, identifying new opportunities, providing the company with market research data, ‘managing a team of three marketing representatives. Languages: English (native), French (advanced) Skills: ‘Word, PowerPoint, Excel References: Mrs Georgia Halliwell, Lecturer Queen Mary’ College Exeter (01637 348126748 1. What is the purpose of a covering letter? 3. What is NOT one of Jane's responsibilities at ‘Aunt Molly's Organic Foods? fa, providing information on the market analysing the company’s budget looking for new ways to sell products to give basic information about a person 'b. to say what joo a person is applying for c. to recommend a place of work 2. What is the purpose of a OV? a. to say why a person wants a job Fi «._ to ghe information about a person's nor i ie Ging qualifications for a job desea _ = 822 Answer the questions according to the covering letter and CV in Exercise 1. 1. Who is Jane sending the CV to? -- 2, Where cid she see the advert? 3, When was Jane bom? .. 4, Whore did she study? a 5. Is Jane working now? 6. How meny languages does she speak? 3° Look at the CV in Exercise 1 again. What two things are missing from the CV? Use the tips for writing a CV on page 80 to help you. fering letter, write To Whom when you don't know the name of the person you are writing to. Imagine you are applying for one of the jobs in the adverts. Write your CV and covering letter in the Workbook, pages 104 and 105. a el Personnel Manager Elgar Microchips for large food manufacturer | cee To start immediately Financial Supervisor ¥ with at least 3 years’ experience ' Send Cv Cosh Peer eraerh mer elg@elgarmicro.netuk Pe) Duron rests Paonia Peres oer} Sales Director Previous experience in the Tone oR Cen cr Nae urn Pesce aera ore aT French necessary Send CY to Mrs Tess Gladstone, Roe Gn necN meas ret tes coe BriennePairwork CO) tom page 7 €) From page 11 ‘Student A: ‘Student A: 5th Floor F rutting Toilets To order: = kitchen eee 1 scanner ty nN 5 4 shredder é Swaste paper bins Cafeteria 3 toner cartridges ~ all black a u 20 pink highlighters + 10 yellow highlighters D asuriting pads q tarolls of sticky tape Conference : as cf ge] Lift. Stairs CG) Student A: From page 15 11. your voicemail access code 2. how to replay messages 3. how to record an outgoing message 4, how to fog into the company intranet 5. your Intranet username 6. your intranet password G) From page 19 Student A: Item Destination How to send ‘Special instructions 1. clock (Glasgow express courier | Pack in bubble wrap. Label ‘Fragile’. 2. contract Pars registered mail 3. invitations [customers on ist [second ciass post _ | Put in envelopes. Address envelopes.¢ 5) From page 23 Student A: f= Recommended trade option: importing red wines from France via @ new sourcing company, The World Source | Advantages of product: 1. not imported by any other UK company 2. expected profit 15% 3. manufacturer agrees to small initial investment (at least £2,000) |B Advantages of sourcing company: 1. has worked with this wine manufacturer for years. 2. guarantees secure transactions 3. provides shipping arrangements. | Shipping arrangements: Rates: £400 per shipping of 100 bottles Time: fast shipping ~ 3 days Tracking information: online ¢ 6) From page 27 ‘Student A: Answer the phone at Penny's Sports Equipment and greet the caller. + Student B: Ask for John Groen. + ‘Student A: Say he is unavailable and give a reason. + ‘Student B: Leave a message with your details and the topic. + ‘Student A: Take the message and fillin the message form below. ‘Student A: Name of caller: ‘Company: Call for: Topic to discuss: Pairwork 85 HOMUIVdPairwork CO) From page 31 Student A: Date of event: [Srd-4th September ‘Type of event: PMA Mobile Phones Conference ‘Number of people: 120 Rooms: [one auditorium and two small meeting rooms [Audio-visual equipment: | lactops, 3 projectors, 3 screens, 1 microphone, 1 laser pointer Catering: coffee breaks, buffet lunch and dinner on each day [Additional requirements: |internst access in each room — @ Student A: From page 35 Minutes of the convention planning team meeting 12th June, 2013 MTI meeting room Present at meeting: Absent: Max Morgan ‘Agenda: [Plan SLUCA 2014 convention Decisions: l oe Action: Task ‘Assigned to 1. Prepare budget. 2 + Toby. CEO's personal assistant 15th Jy 3 [+ Ly Marketing Director 22nd july 08:00-09:90 (09:30-08:45 09:45-10:48: 10:65 oe : aiss2ts; Presentation: Plas 12:15-13.00: 7 4004400; Lunch break - 1400-1530; Presentation: Recycling Plastic? 18:30-17.00:a Pairwork ( 9 From page 39 ‘Student A: Greet Student B. Comment on his / her company’s booth. Then introduce yourself and the company you represent. z . 2 Student B: Respond by introducing yourself and the company you represent. s ‘Ask Student A for more information about what his / her company does. z + Student A: Describe whet your company does + Student B: Show interest by making a comment + ‘Student A: Suggest exchanging business cards. + Student B: Respond and end the conversation. fo From page 43 ‘Student A: a 5 °g JENSON HOTEL <4 Reservations Form Guest Name: Melissa Edwards Address: 18 High Street, Leeds Country: England RESERVATION Arrival Date: 14/2 Departure Date: 18/2 No.ofNights: 4 No.of Adults 2 No.of Children (under 12 years): = ROOMTYPE Ctxecutive Suite [1 Luxury Suite Lisingle Occupancy (ZjDouble Occupancy MEAL PLAN (Z)Malfboard ==] Full board Special Requests: 1. Late check out on 18/2 - only at 6.00 pm. 2. Hotel transport service from hotel to aport on 18/2 at 6.00 pm. 3. Book dinner forfour at the hotel restaurant on 15/2 at 8.00 pm. 87Pairwork ( TL) From page 47 Student A: My Work Regulations Number of sick d Holiday leave: 28 paid | If allowed to camry over holiday from year to year: Yos, 7 days. Heed to submit a request to work overtime: No. ‘Security procedures: 1. use of swipe card (0 paid Number of sick days: Holiday leaves... 7 If allowed to carry over holiday from year to year: lf need to submit a request to work overtime: ‘Security procedures: 1 7 2 7 2 __From page 51 Student A: Customer's name / company: Toy World Shops Order number: 738140-PE Under warranty unti Customer's complaint: 4. Ordered 100 toy robots but have only received 50, 2. Five robots have been returned by customers complaining they don't work properly (have probably got the same defect). G3 From page 55 Student A: Feelgood Health Club ] 1/12/2016 ae = © exercise bikes © sauna Do you do any sport? Classes: 7 ‘© cet0bics, Zumba, yogo, plates, spinning, swimming and water aerobies ‘© Classes are held early in the moming and in the evenings. ‘Which types of sport do you enjoy? 6 The neatth club specialises in swimming lessons fr adults Price | 3. How often do you do sport? cage iia He ‘Special offer valid tl the end of the month: 4. Where do you do sport? ‘© Get 12 months for the price of 10. —— - ‘= In addition, three FREE lessons with « personal trainer if you sign up this woek.(a) From page 59 ‘Student A: BRITANNIA RACING ENGINEERING LTD 54 Portland Place London WI8 1H) Balance Sheet 31st December, 2013 Al figures in pound string thousands. [cu [Total current assets |Non-current assets Accounts payable _ [Accrued expenses __ Total equity | Pairwork GRITANNIA RACING ENGINEERING LTD 54 Partland Place London Wi8 1N) Summary of Cash Flow Statement 31st December, 2013 {All figures in pound sterling thousands, 89Pairwork 90 Gs From page 63 ‘Student A: Describe what the business will do, how many employees it will have and how many customers you think it will have, + ‘Student B: Go over the different types of insurance ~ vehicle, public and employer’ lability, fire, professional indemnity, e-isks ~ and say which ones your business needs, + ‘Student A: Agree or disagree with your partner's opinion about each type of insurance. Then suggest applying fora line of credit in order to handle cash flow problems. that are typical of new businesses. + ‘Student B: Ask your partner to explain what a line of credit is. + ‘Student A: Explain what a line of credit is. + ‘Student B: Ask if the business will need to show collateral to get a line of credit, + ‘Student A: Respond by explaining it depends on the specific terms the bank agrees to. + Student B: Suggest going to the bank to get more information. (ie From page 67 Student A: ‘Quality: medium / high Free sample: Yes / No Delivery time: days ‘Advance payment: Yes / No Returns policy: mens aePairwork ¢ 17.) From page 71 @ Student A +B: Suggestions: ) « hire a top model for a promotional campaign ‘« create an advertising campaign for television ‘© sponsor a concert with a famous band or singer ‘+ have a competition ~ winners receive jeans or are chosen to model jeans ‘s reinvent the brand — give it a new name and create a new image ‘* use hot air balloons to advertise .dvertise through social networks, such as Facebook, Twitter, etc. Problems: «# too expensive + too difficult to organise # not enough time to organise «not original enough «needs a lot of planning f logistics ‘© might not reach target population | « reasonable but nothit 1g special Possible Strategies: + Importing fish from other countries. ‘« Running a commercial for the chain on the radio or TV,Pairwork From page 79 Student A: INTERVIEW FORM Name: eon == Address: - Telephone: E-mail: Education: [] secondary schoo! [] university [1] vocational. a Languages: Work experience: ESEESHESEESHERE . mpressionstomadies It Sinn cake I Job Information [eR eee eons] Hours: Monday-Friday 09:00-17:00, £65,000 per annum Starting salat Holiday leave: | 20 days a year 14 days a year | 92Pairwork 0) From page 7 ] Student B: pa loor = 5 ceo wK s ' Db ab zz P cos Personal | Assistant q _ NX stockroom Marken ae reco (Re Lift Stains ¢ 2) From page 11 ‘Student B: Syerno Office Equipment J Oye Office Equipment, ae Price List tem Price per item Company writing pads | £5.27 per packet of 5 Customer #: 73502 staples ~ large £0.91 per box of 5,000 Date =o z staples — small £20.45 per box of 6,000 dit data paper clips large £98.89 per packet of 1,000 Price per unit | Total paper clips ~ small ££2.20 per packet of 1,000 saat markers £5.87 per packet of 12 | highlighters (blue, yellow, | £1.99 per packet of 6 Be | pink, orange, green) im i | paper for printer 26.99 per packet (of 500 sheets _| sticky tape £1.49 per roll toner cartridge — black _ | £32.59 per packet of 4 toner cartridge — colour _| £65.40 per packet of 4 Subtot ‘scanner £55.90 Discount: 10% shredder 179 Total | ‘waste paper bin £5.25Pairwork 94 G) From page 15 Student B: Voicemail access code: *8745 Replaying messages: Press 5 Recording an outgoing message: Dial 555°, press “Program to start recording and "2" to stop recording, Logging into the company intranet: double click on the orange envelope icon Intranet username: Jamia Intranet password: KwS7$0B9 ( 4 | From page 19 ‘Student B: Hem Destination Howto send |Special instructions ( 5 ) From page 23 Student B: Recommended trade option: Import of ‘Advantages of product: 1 2. 3. ‘Advantages of sourcing company: |1 2. 3. Shipping arrangements: Rates: Shipping time: Tracking information:Pairwork ¢ 7) From page 31 Student B: Date of event: ‘Type of event: ‘Number of people: Rooms: ‘Audio-visual equipment: Catering [Additional requirements: ( 8 From page 35 ‘Student BOMEIVE utes of the convention planning team meeting Dae [ Time: | 9:00-12:00 Location: | ‘ Present at meetings | CEO, Marketing Director, Operations Director ‘Absent: sl ‘Agenda: Find a new venue for the convention | Decisions: Plan presentations and demonstrations. ___ Prepare a budget for the convention, Action: a Task Assigned to Time frame ll CFO (Chief Financial Officer) _| !0eh Jy 2. Find venue. 3. Plan presentations and demonstrations. Date of next meeting: (09:00-09:30: 09:30-09:45; 09:45-10:45: Cofiee and cake break, 1415-1 anne Soe 4215-1300: Presentation: The Latest Plastic, Toys 18:00-14:00: 7 as eto losing session: The, Future of PlastPairwork Go )) From page 43 Student B: ‘No JENSON HOTEL 2 Low Season Executive Suite- single occupancy €140 €170 Executive Suite double occupancy €200 e230 Luxury Suite ~ single occupancy €210 €240 Lamury Suite—double occupancy _-€290 310 Checkin: from 14:00 Check-out: by 11:00 Possibility for late check-out during low season for extra charge ‘of €20 per room. Hotel transport service to / from airport: €30 per person for one way. Reservations at Hotel Restaurant should be made in advance. Vegetarian ‘menu available. a 5 9 JENSON HOTEL 2% Reservations Form Guest Name: Address: County: RESERVATION Arrival Date: Departure Date: No.of Nights: No. of Adults: No. of Children (under 12 years): | ROOMTyPE (Dléxecutive Suite F Luxury Suite (Single Occupancy [Double Occupancy MEAL PLAN Half board (full board Special Requests: 96¢ a _/_From page 47 ‘Student B: ‘My Work Regulations Number of sick days: 12 paid Holiday leave: 28 paid Hf allowed to carry over holiday from year to year: No. H need to submit a request to work overtime: Yes ~ at beginning of week. Security procedures: 1. use of swipe card 2. shredding of confidential documents 3. locking office door when no one in room ‘My Partner's Work Regulations Number of sick dS! noone Holiday leave: aa If allowed to carry over holiday from year to year: I need to submit a request to work overtime: Security procedures: 1 2 2 From page 51 ‘Student B: Techno Toys Complaint Form “wm, Customer's name / company: Complaint received b Order number: Product under warranty: (] Yes (] No Description of complaint: Solution Licorrect the invoice and credit the customer Hoffer a discount for the next order Cireplace the item/s collect the item/s for repair offer compensation Doffer a refund Dother Pairwork 7 UOMUIPairwork 98 @) From page 59 ‘Student B: BRITANNIA RACING ENGINEERING LTD BRITANNIA RACING ENGINEERING LTD Seporiond Se Sarorton Aace {naan 1M tSonits N Balance Sheet Summary of 31st December, 2013 Cash Flow Statement ‘31st December, 2013 Al figures in pound string thousands Al figures in pound sterting thousands [Net decrease in cash | Current assets Cash balance on January 1, 2013) 145 | | Cash & cash equivalents [Accounts receivable i Total assets 375 Current liabilities ‘Accounts payable Accrued expenses “Total current lables “Retained earnings Ge ) From page 67 ‘Student B: ae an supply: coffee tables, dining tables, chairs, armchairs and sofas (plan to expand types of furniture in future) Quality: very high quality workmanship and materials Free sample: can provide two or three free samples of furniture (to be returned on request) Delivery time: within 60 days Payment: via escrow service —no advance payment necessary Returns policy: within one week of receiptPairwork # Adding meat dishes to the menu ~ reinventing the business by making it a fish and meat restaurant chain « Offering special deals for families and big groups and focusing the special deals on the new meat cishes. eee fis From page 79 Student B: Name: J. Mercer. Address: 14. Glaverford Road, Eastford,.._. Telephone: 01547, £66232. E-mail: _jom@uk. Education: [Z] secondary school [1] university. Z] vocational sales and marketing courses skills: Computer skills: rd, Excel, PowerPoing Languages: English (native), French & German, (fluent) _ Work experience: Head of Sales in Western Europe — 3 years at Potter Carmetics Marketing, rep — 3 years at Selby Mobile, Phones. ambitious, motivates others, marks well in a team, _ responsible and organised Personality Starting salary: | Holiday leave: 99 yMOMUIVEWriting Guide Contents Unit: Abusiness card ‘An e-mail introducing yourself Unit 2: ‘An e-mail requesting a quote ‘An e-mail providing a quote Unit 5: An e-mail dealing with shipping arrangements Unit 7: ‘An e-mail requesting a meeting ‘An e-mail accepting an invitation to a meeting Unit 8: ‘An e-mail cancelling and rescheduling a meeting Unit 9: A leaflet for an exhibition Unit 10: An itinerary for a trip Unit 12: Aletter of complaint A response to a letter of complaint Unit 13: A product description Unit 14: A marketing report Unit 17: ‘Ajob advert Unit 18: ‘An e-mail congratulating a colleague Unit 19: ‘An e-mail requesting job information Unit Aletter of recommendation senna __a 102 103 405 106 107 107 108 108 109 110 110 11 11 112Writing Guide OY A business card 1 Read the business card and answer the questions. Lucinda Chambers Financial Director 2 Bridge Street, Meacowtield, England Office tel 01632960123 » Mobile: 07700900123, Esa Ichambers@kencosm.co.uk f | | pave | | | Whose business card is this? nase See eee — What is her position? nan Sore aerenaem - ‘What is her phone number at work? .. = Where is her office? 2 Write a business card. Use the Writing Plan on page 86 of the Workbook. ( An e-mail introducing yourself 1 Read the e-mail and answer the questions. To: All Employees: From: Roger Morton Subject: Nice to meet you Hello everyone, My name is Roger Morton and | am the new Director of Human Resources. |'m from Lincoln and my previous job was Director of Humian Resources at Young's Department Store. | managed the HR Department there for six years. I'm very excited about moving to York and coming to work at Milhouse. | am looking forward to meeting and working with al of you. Best wishes, Roger 4. Whois the e-mail 10? even aa 2. What is Roger's position? eee z 3. Where does he come from? 4. Where did Roger work before and for haw long? .. 2. Write an e-mail introducing yourself as a new employee. Use the Writing Plan and the Useful Language on page 87 of the Workbook. 102Writing Guide ¢ 2.) Ane-mail requesting a quote 1 Read the e-mail requesting a quote and answer the questions. a: To: paulcarter@mail.com From: daniellaelis@atis.mail.net.uk Subject: Quote for Office Equipment Dear Mr Carter, ur company is looking for reliable suppliers of office equipment. We would be grateful if you could send us a quote for the items listed below: 1 colour photocopier 1 black-and-white photocopier 2 projectors 1 shredder 10 boxes of paper for printer 25 packets of large writing pads 10 packets of large envelopes 8 large staplers ‘Our payment terms are 30 days after delivery date. In general, we are interested in express deliveries. Please note that the delivery date must be no later than Wednesday, 2nd May. Regards, Daniella Els Head of Administration 1. Whois the e-mail to? ae 2. Who sit from? 3. Which sentence states the request? as He 4, What additional information does the writer include? 2 Write an e-mail requesting a quote for at least five items. Use the Writing Plan and the Useful Language on page 88 of the Workbook. 103 3gind ONINWriting Guide 2.) Ane-mail providing a quote 1 Read the e-mail providing a quote and answer the questions. To: daniellaelis@atts.mail.net.uk From: paulcarter@mail.com Subject: Quote for Office Equioment Dear Ms Ells, Thank you for your recent request regarding prices for office equipment. Our prices are as follows: 1 colour photocopier ~ £7,500 1 black and white photocopier - £5,500 2 projectors - £1,070 | 1 shredder ~ £180 10 boxes of paper for printer - £245 25 packets of large writing pads ~ £25 10 packets of large envelopes ~ £9 8 large staplers - £27 ‘As anew customer, we are offering you a discount of 10% on these prices. The goods will be sent to your offices by express delivery, as requested. The payment terms outlined in your request for a quote are acceptable to us. If you confirm your order within the next 48 | hours, we will be able to send the goods on Monday, 30th April. We look forward to doing business with you. | Sincerely, | Paul Carter 4. What is the purpose of the letter? 2. Have the two companies done business before? : 8. What discount is Off6160? —emnnnnnennnei 7 RSESsnsansnnaais 4. What must Ms Ells do in order to get the items requested on Monday, 30th April? 2 Write an e-mail providing a quote for office equipment. Use the Writing Plan and the Useful Language on page 89 of the Workbook. 104Writing Guide = = qe An e-mail dealing with shipping arrangements 1 Read the e-mail dealing with shipping arrangements and answer the questions. To: Maggie Tyier From: Tim Gilbert Subject: Our shipment to Singapore - 2891/53 | Dear Mrs Tyler, ‘As you know, your company has arranged the shipping of one container from Harwich to Singapore for our company. According to the shipping documents, the container ‘was sent on 7th June on the vessel Valiant. The estimated time of artival in the port of discharge was 19th July. However, itis now 22nd July and our clients have not received the container. ‘The shipping of this container is part of a very important contract for our company and we could lose a lot of business as a result of this delay. Please look into the problem immediately to ensure there is no further delay. Looking | forward to hearing from you soon, ‘Thanking you in advance, Tim Gilbert. Head of Shipping | Whizz Electronics aaine on When did the shipment leave Harwich? pease aS Which ship was it on? a eee ‘What is the problem with the shipment? Why is the problem very serious? 7 7 Pepe 2. Write an e-mail about shipping arrangements. Use the Writing Plan and the Useful Language on page 90 of the Workbook. 105Writing Guide ¢ 7. ) An e-mail requesting a meeting 1 Read the e-mail requesting a meeting and answer the questions. oe To: Finance Department, Head of Sales, Head of Marketing From: Mille Gordon | Subject: Meeting - 17th August | | would like to schedule a meeting to discuss our end-of-year report. I'd lke to hold the meeting in the conference room on Wednesday, 17th August, from 14:00 till 16:00. Make ‘sure to come well-prepared with all the relevant data on your projects. | hope the time is Convenient for you all. Please confirm your participation or let me know if there are any problems. Regards, Millie Gordon Director of Finance 1, What is the topic of the meeting? 2. When is the meeting? seeps eee 7 3, What does each person have to take with them to the meeting? a a 4, Do the employees of the Finance Department need to reply to the @-Mail? before page 4 POSITIONS, Accounts Assistant Chie! Executive Officer (CEQ) Financial Supervisor Vocabulary Builder OY) Vocabulary Builder Learn the vocabulary you need. Write the words in your language. Financial Director 7 Personal Assistant (PA) “ Personnel Manager eae Production Team Leader Sales Representative (rep) Hoad of Senior Administrative Assistant ae Human Resources (HR) Director: —— ‘senior management Junior Administrative Assistant - staff Marketing Director Operations Drector ACTIONS assist — explain how to use be in charge of = hire: describe - - sell SEEee develop : > before page 6 Ss AROUND THE OFFICE 2 2 cafeteria kitchen “ ‘stockroom _ 5 car park Beeee Hobe toilet conference room maintenance top foor . B ground fioor anne reception warehouse a g a GIVING DIRECTIONS: atthe end of the rs ‘on your right conricior go past a opposite - behind = go straight stairs between ~ — in front of 7 ‘tum left down ~ — fit chia ‘turn right ce | enter ‘on your left saat ~ ip — ‘appointment Legal Department business card = Logistics Department clerk ~ _ Managing Director : ~ Design Department name plate - do business parking place employee receptionist employer Research and Development escalator Department interview tile "3Vocabulary Builder 4 ( 2._ Vocabulary Builder Learn the vocabulary you need. Write the words in your language. > before page 8 OFFICE ROUTINES ‘answer incoming calls = —_ data entry 7 deliver the message 7 distribute the incoming mail file documents 7 keep a log keep track of order supplies prepare a presentation receive visitors eee search the Internet send a fax send e-mails show someone around 7 7 spreadsheets take a message take minutes type agendas type letters update a malting list schedule a meeting word processing 7 soreen a call ae > before page 10 OFFICE SUPPLIES PHRASES abox of arollof a packet of a sheet of Sees apair of Bee OFFICE EQUIPMENT _ ai conditioner Ge photocopier shredder coat rack po ae projector a waste paper bin fling cabinet seanner PURCHASING OFFICE EQUIPMENT charge) —_pfice per unit run out of = . delivery quality cee shipping cost 7 discount quantity special ofter 7 invoice run low on. subtotal = payment candidate enquiry Job client experience responsibilities ~ correspondence half a dozen log () ~ ~ ~ couple heater Office AUS ee dozen in stock out of stock ss raver inventory¢ 3. Vocabulary Builder Learn the vocabulary you need. Write the words in your language. Vocabulary Builder > before page 12 USING VOICEMAIL, contact someone 7 off the hook eee cord 7 press this button a delete ee receiver 7 ial a phone number record an outgoing message enter your access code 7 replay fast forward es retrieve listen to incoming messages review location <= rewind 7 loud save . loudspeaker oe volume 7 modify > before page 14 USING THE INTRANET. attachment icon = background italics bold login eee bullet ccc log out column lower case letters copy 7 paragraph 7 cut - password desktop paste a double cick 7 reply flow chart row font ae underine a forward upper caseletiets heading username alignment numbering ‘hash (n) pause headset redial hold spacing increased security training session indent = m5 4307ING ANVINaVOOAee Vocabulary Builder G Vocabulary Builder Learn the vocabulary you need. Write the words in your language. > before page 16 TYPES OF DOCUMENTS bank statement 7 job application cheque Beet product manual contract - receipt - a customer complaint. directory 7 request for information HANDLING MAIL, collect ee posteode sort (W) 7 document () reach its destination stamp) nn domestic mo recipient _ weigh = enclosure registered mail weight Sz international — sender mail log sign (v) Se tadaeee postage > before page 18 USING A COURIER SERVICE bubble wrap ae measure . courier paperwork z fragile parcel ae ‘good condition pick up (¥) - goods shipment handle something with care a signature z ear height ‘special instructions ces inspect 7 this side up insure track keop away from heat update (n) 7 keop dry cnn waybill label 7 width length wrap (\) is mark (¥) a isa in error = pound | eo initials is road | ‘mail basket routing slip - breakable metric street efficient ounce eee urgent imperial = package nae n6¢ 5 | Vocabulary Builder Lear the vocabulary you need. Write the words in your language. Vocabulary Builder > before page 20 ‘SHIPPING cargo 2 port of discharge compete sssass port of origin 7 consignee ae quote nn contact (a) ee rates 7 container terminal 7 rebable free of charge shipper z free of damage unload 7 freight container 7 vessel . guarantee () volume 7 load (¥) a ‘worldwide ss loss > before page 22 IMPORT AND EXPORT advantage i prof (a) — buyer _. requirements ensure resale eee export) risk W) : s follow-up run a business s foreign secure transactions = impor ; shipoing arrangements 5 investment coe sourcing ai manage risk start a business s manufacturer supplier a minimise costs trade (n) a 4 negotiations: trust (v) delay less than container load disadvantage middleman distrust a on board exclusive basis prof margin z foot = risky {ull container load a unreliable insecure wholesale Ww